360 Mortgage Group, LLC

Complaint: [redacted] I am rejecting this response because: The facts of this issue remain unresolved: 360Mortgage failed to take proper steps to ensure the solvency of my account through financial projections, such as review of several years’ tax history, flagging of dramatic tax changes, and a system of checks and balances that would have prevented this error in the first placeThis has resulted in financially harm to the consumer as now they are having their current payment of $rise $to $This puts Mortgage’s significant financial error as a burden on the consumerThe refunded $1,was received and spent in good faith by the consumers with the understanding the 360Mortgage had accurately conducted the escrow analysis for their customer, as they are paid to do soI expect Mortgage to take proper steps to ensure the solvency of my account through financial projections, such as review of several years’ tax history, flagging of dramatic tax changes, and a system of checks and balances that would have prevented this error in the first place.The change from spreading the escrow shortage over months to months was accepted by the consumer but she also advised the supervisor [redacted] that she wanted to speak with upper management as requested regarding financial restitution of this error by Mortgage and was told the complaint would go no further [redacted] did not follow through with the months that was promised, as is indicated by the attached document of the October mortgage statement which reflected a payment of $Only when the BB was contacted, was this finally changedA clear indication that [redacted] at 360Mortgage did not follow through with her promise to spread this out and also did not have upper management contact the customer as requested numerous timesThis is another example of 360Mortgage failing to provide proper customer service and follow through with their processesI am still requesting a full credit for the deficit of $due to Mortgage's error in properly projecting escrow Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The excuse that every business attempts to deceive the public in the same manner, is not justification for it to continueInstead of setting yourself apart with honest business practices, you are content with copying the questionable tactics that other businesses useCongratulations, you are as bad as the rest Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Mortgage has done a great job of researching why I owe $3,and very little explaining of how or why they over looked their "none anticipation" of having to pay my December taxesIt's quite simple, as a home owner going through a refinancing process we were offered several benefits of which receiving an escrow refund was one that stood outIf Mortgage chooses to take the approach that I actually received the money from my previous mortgage company that should have been allotted for my December taxes, which came in the form an escrow refund, that should have been presented to me last year during the refinance processThey also charged me and my family a nice price for this refinance and as stated by verbally and in statements, "they did not anticipate having to pay the December taxes." This doesn't sound like I received the service I paid for I would thinkFor this company to not QA their process and be allowed to resort to "what should have happened" and not be held accountable for their lack of providing me the best paid service possible is unacceptable! Logically, there's no reason why I wouldn't have agreed to finance the Nov/Dec taxes into the total loanThis alone shows the mistake Mortgage committed and now I'm being asked/forced to finance the owed amount in months vice monthsThis has been by far my worst refinancing experience and if Mortgage refuses to absorb the remaining balance of taxes owed, I feel I should definitely receive a partial refund from the fees I was charged to conduct this refinance. R/SC.D*** Regards, [redacted] ***

Please provide a reason for your rejectionThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Payment transmittal is attached for both refinances with MortgageTax receipts provided by [redacted] County (attached) shows tax payment in the amount of $made by [redacted] [redacted] County reviews records and confirmed that a tax payment from [redacted] County has never been receivedTax payment from a lender prior to our 1st loan with in also attached (Freedom Mortgage)I will personally follwith prince will county again next week and my homeowners insurance ( [redacted] ***) I can also provide an email history for communications with Mortgage and the responses Received Regards, [redacted]

Thank you for taking my call last Thursday to discuss your concerns with your escrow analysis shortage.As we discussed, there are three factors contributing to your escrow shortage:Your property taxes increased $from to 2015, largely due to the Collin County Appraisal district increasing the taxable value of your propertyThis was a 7.11% increase in taxesMortgage Group paid the correct amounts to the correct taxing agencies, with the payments made in so you could take advantage of your assessed taxes being paid in for deduction purposes on your personal income tax returnFrom my quick review, it appears you are taking advantage of the exceptions available to you from the local taxing agencies - homestead and veteranWith your next payment change being March 1, 2016, and your taxes scheduled to be paid in December 2016, there are a few catch up months that apply to the higher taxes to prepare for the December payments.Your homeowner's insurance premiums increased $from renewal to renewal, with the most recent premium amount being $2,This was a 13.25% increase in premiums, which is substantialAs we discussed, you are covering your home for $310,You might want to consider reviewing your coverage level and whether USAA, or another insurer, might have a better premium rate for your desired coverage levelWith your next payment change being March 1, and your policy renewing in October, there are a few catch up months that apply to the higher premium to prepare for the October renewal.As we discussed, when your loan closed, the initial escrow analysis that was provided to you and that you signed (copy enclosed), shows your property taxes as being paid in January 2016.Had we paid your property taxes in January 2016, you would not be able to deduct them on your income tax return.Had the initial escrow analysis at closing shown your taxes would be paid in December 2015, as they were, you would have been required to contribute $additional amount into your initial escrow balance at closing.This $is 40% of the escrow shortage amount, and again as we discussed, payment in December of provided you the deduction for property taxes on your personal income tax returnThe same will be true in when we pay your taxes in December Moving the payment month from January to Decemberwww.360Mtg.CustomerCareNet.com [redacted] contributes to the shortage, or you would have been required to pay this into your escrow at closing.To assist you with your escrow shortage, I offered to extend the period of time over which the shortage is spread to months from months to reduce the shortage spread from $per month to $per monthI have asked my team to make this change on your behalf.Thank you again for your time to discuss and explain the shortage.Regards, [redacted] ***Vice President - ServicingCC: Revdex.comThank you

9/29/? ? [redacted] ? ? RE: Revdex.com complaint Mortgage Loan: ## [redacted] ? ? ? Mortgage Group, LLC ("Mortgage") is in receipt of the Revdex.com ("Revdex.com") complaint (enclosed), which you filed on 9/28/regarding your late payment and subsequent late chargeThere are a few different allegations made in your complaint and each one is addressed in the following paragraphsPlease know that you will also receive a copy of this response via regular mail that contains applicable supporting documentation noted below, but not provided, in this response through the Revdex.com as they contain private and/or sensitive information? Regarding your payment and late charge, we have reviewed the specifics of your September payment and our review does show that the payment was received on 9/19/2016, which is indeed after the late charge cutoff of 9/16/? Please be aware that the actual due date of your loan is the 1't of each month, we then grant you days of grace prior to assessing a late charge, as stated in your NoteIt appears you have ½ of your monthly payment scheduled to be mailed for the beginning of the month and ½ of your monthly payment to be mailed just prior to late charge cutoffThis is risky as any delay in the mail can result in your payment being received late by MortgageWe cannot apply your 1/payment until the second 1/is receivedIt is our policy to only waive late fees once as a courtesy for customers who have a history of making timely paymentsOn your account we have previously waived a late fee, but as a good faith gesture we will waive the late fee which arose from the September payment? Regarding your credit score and the potential reporting of the September payment to the credit reporting agencies, please be advised that payments made after the late charge cutoff and prior to the end of the month in which they are due are not reported negatively to the credit bureauThis means that the payment which we processed for you on 9/19/will be reported as an on time payment? Regarding your allegations of unethical behavior on the part of Mortgage, we disagreeOur review has determined that the second half of your September payment was received on 9/19/? This means that the late charge was valid as assessed and in accordance with the terms of your NoteAlso, you state that this is not the first time we have made a mistake and are unwilling to resolve itWe assume you are referring to your previous late payment which is partly attributable to our servicing department not receiving the ACH authorization form in time for ACH drafting to be established on your accountAs you recall, Mortgage Group did waive the late fee and set your account up on ACH for subsequent paymentsHad you not requested the deletion of the ACH drafting, your subsequent payments would have been drafted timely and you would not have incurred the late charge which you are disputing? Also, you state that Mortgage is virtually unreachable by telephone, but our average time to answer an incoming call in is just over one minute, and our Customer Care hours of operation are M-F, 8:00am CT to 7:00pm CT? ? ? ? Sincerely, Customer Care ? ? ? Enclosures: ? •? ? ? ? Revdex.com Complaint dated 9/28/? •? ? ? ? Check dated 9/2/(only enclosed with copy of complaint response mailed to borrower) ? •? ? ? ? Check dated 9/15/(only enclosed with copy of complaint response mailed to borrower) [redacted] Complaint to Revdex.com Filed I Received: 9/28/Loan#: ## [redacted] ? CUSTOMER EXPERIENCE INFORMATION ? Customer Information: [redacted] Daytime Phone: [redacted] Evening ? Phone: ? [redacted] E-mail: [redacted] ? The details of this matter are as follows: ? Complaint Involves: Billing or Collection Issues ? Customer's Statement of the Problem: Hello I am filing this complaint against Mortgage groupThey sent my wife and Ia late notice saying that they did not receive our payment in timeWe called our bank and our bank USAA confirmed that they had sent our payment days before the payment was due and then admitted that they had failed to post the payment in time, however, they then said they would "split" the late fee of with usWhen we objected we could not even get a manager to come to the phoneI am a retired Military member who has worked hard to have an excellent credit score and this is not the first time this company made a mistake with my mortgage and is unwilling to resolve itI am hoping that the Revdex.com can intervene before they send this late fee to a credit agency because we are NOT going to pay one cent for something that was totally the company's faultWe cannot even get anyone from the company to call usI am now looking for a new borrower to take over my home loan but in the meantime I want them to admit their mistake and totally discharge the late feeis not a lot of money but it truly involves principle and ethicThis company is proving to be highly unethicalComplaint ? Product/Service: n/a Model: n/a Account Number: n/a Order Number: n/a Talked to Company: 9/28/? Name of Salesperson: [redacted] -person who set up our mortgage Disputed Amount: $? Desired Settlement: I want this resolved by Mortgage taking the late fee away COMPLETELYThere is no other resolution that will be satisfactory for meI also want them to call and tell us that they took the fee off as they are virtually unreachable by telephone

Mortgage Group, LLC (“Mortgage”) is in receipt of your rejection of our Revdex.com response in addition to your complaint # XXXXXX- [redacted] filed with the Consumer Financial Protection Bureau (“CFPB”) on 09/15/regarding your tax and insurance escrow account for your VA loan number XXXXX [redacted] ? Our records reflect that your loan with Mortgage is as follows: XXXXX***, with a Note date of 2/18/was acquired by Mortgage from your lender on 3/5/with a first payment due date of 4/1/for your primary residence ? At the time of loan closing, the 2nd half taxes of $1,were due to be paid by 5/10/2015, for which, based on the origination documents provided to Mortgage by your lender, you provided these funds at closingYour lender’s title closing agent paid your $1,2nd half tax installment.? Your prior servicer, also paid your $1,2nd half tax installment, which caused a credit balance for this amount at the county taxing agencyBoth your lender’s title closing agent and your prior mortgage loan servicer, paid the 2nd half taxes, creating the overpayment of $1,637.67, which we have determined was retained by the county taxing agencyMortgage was not involved in either of these tax paymentsThe payment by your lender’s title closing agent was taken into account by Mortgage when we set your next tax payment due date as November for your 1st half installment, estimated to be $1,Mortgage could not have known your previous servicer would also pay the tax amount, but your previous servicer should have reported this payment to you with a Short Form Escrow Analysis when your previous servicer refunded your escrow balance, reduced by their $1,payment of your 2nd half taxesThis should have alerted you that your taxes had been paid twice ?" from your new loan with your lender and by your prior servicer ? When Mortgage received the tax bill from the county in November 2015, it was for $Mortgage paid the $county tax bill and updated our servicing system to reflect the 2nd half tax amount for to $Industry practice is to estimate future taxes based on actual tax paymentsWe now know the $county billed amount for 1st half taxes to be the difference between the $1,1st half tax assessment and the $1,which the county had retained from your lender / previous servicer’s double payment of 2nd half taxes.? On 1/22/Mortgage completed an escrow analysis and due to the adjusted tax amounts, an escrow overage check was mailed to you in the amount of $1845.02.? As a result, your monthly tax & Insurance escrow payment was reduced from $to $We agree that the large reduction from estimated taxes to actual billed taxes should have been a red flag, and procedures, implemented in early 2016, identify variances such as thisOur records do not reflect that you contacted or complained to Mortgage when you received the $1,escrow refund check in January or when your monthly escrow payment was reduced by $per the January escrow analysis.? ? ? ? Mortgage, as stated in the above paragraphs, was not involved in any payment of taxes on your property until the 1st half tax installment paid on-time in November All prior tax payments, including the double payment of 2nd half taxes in April were made by your prior servicer, and by your lenderWe agree that $county tax bill could have highlighted an issue, but to summarize the financial impact to you: ? ? $1,?" You received an $1,escrow overage refund in January +? ? ? ? $1,?" Your monthly payment was reduced $for months =? ? ? ? $3,?" You had these funds available to you from the refund / reduced payments ? $3,?" This was the amount of your escrow shortage ?" less than what you kept in cash from the escrow overage refund and reduced monthly payments ? Regarding your monthly payment: ·? ? ? ? ? ? ? ? $1,?" Your original total mortgage payment ·? ? ? ? ? ? ? ? $1,?" Your agreed upon payment with the month spread of the shortage ·? ? ? ? ? ? ? ? $? ? ? ? ?" Increase from your original payment ? You had funds available to you, from the $1,escrow overage refund check and the $reduced monthly payments, that exceed the amount of escrow shortage, and your new monthly payment, which includes the correct monthly pro-rations of the most recently paid semi-annual taxes of $1,697.99, is only $greater than your original payment when your loan closed with your lender ? Mortgage does not believe you have been financially harmedWe apologize for any inconvenience caused by the correction of your monthly payment, which we hope you consider the 36-month spreading of the escrow shortage to reflectIn addition to the 36-month spread, we will contribute $into your escrow account in recognition of any inconvenienceThis $credit will be reflected on your next monthly billing statement’s itemized breakdown of activity on your account ? Regards, ? Customer Care Mortgage Group, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Am still displeased with the service as I have come to find out that they would not have found a buyer for my loan considering the policies for lenders to give credit have changed Knowing I am a contract worker I would have to be employed by the same company on contract for years or a permanent employee of the company for someone to buy my loan Mortgage was aware I was on contract from the first request Regards, [redacted] ***

Complaint: ***
I am rejecting this response because:
The email you sent to me that links to your website did not let me respond and that is why you never received a response as to why I do not accept the response made by the business to resolve this complaint or my reason for rejection of their response This is my response - The company has not denied it's deceitful practices or the fraud it commits on the unsuspecting - it only referred to how it deceives the public with tiny fonts of well hidden clauses it uses as it sees fitThe company did not state why I was not qualified when the flyer they sent through the mail clearly states that I have been "pre-qualified"The company did not say why it uses "superscript" in the first place unless it is their way of deceiving the public Thank you, *** ***

Dear Mr***, Mortgage Group is not in the business of deceiving anyoneEvery piece of advertising that you receive through the mail contains superscript or some other type of disclaimerIt is a common business practice that appears in every industry, no matter the businessAll of our advertising passes a thorough compliance inspection that assures that we are not only following all of the laws set forth for businesses that operate within the continental United States, but all of the laws specific to the financial industryWe do hope that this response satisfies your concerns and that you’ll reach out to us at *** with any further questionsThank you, Mortgage Group, LLC

Dear Mr***, Mortgage Group is not in the business of deceiving anyoneEvery piece of advertising that you receive through the mail contains superscript or some other type of disclaimerIt is a common business practice that appears in every industry, no matter the businessAll of our advertising passes a thorough compliance inspection that assures that we are not only following all of the laws set forth for businesses that operate within the continental United States, but all of the laws specific to the financial industry We do hope that this response satisfies your concerns and that you’ll reach out to us at *** with any further questions Thank you, Mortgage Group, LLC

Complaint: ***
I am rejecting this response because: I have contacted my Insurance company known as Farmers Insurance and they have said each time that they have not received any information that Mortgage was
indeed my Mortgage company! I am sorry that you say you sent me notices regarding my Insurance coverage, but I never received themA question comes to mind regarding my complaint and that I noted on writing this complaint, why when I refinanced my Mortgage did the representative ask for my information such as: current Mortgage information and insurance if you weren't going to use the information regarding my Insurance Company? That doesn't seem very viable, may I ask why did you before have a issue with my insurance coverage (as you do now) and I gave you the information from my Insurance Company, which is and was Farmers Insurance and then you didn't contact me again regarding the issue that you had regarding my coverage? Obviously knew I was covered, so how is it I gave to you, Mortgage, my information regarding Farmers insurance and you once again say now that you didn't know I had Farmers Insurance, I gave you their information! Why didn't you use it? They say, Farmer's Insurance, that they have never heard of you and like my complaint stated, they sent the bill for my Wind and Hail policy to my old Mortgage company, and of course I know longer was a customer of theirs so of course they wouldn't pay it, if you contacted Farmers Insurance, like I told you prior they were my insurance company, about the Wind and Hail this whole incident regarding taking the monies out of my Escrow and leaving me in debt and then forcing insurance upon me and making me pay more than I originally agreed on, wouldn't have even happened!
Regards,
*** ***

Thank you for taking my call last Thursday to discuss your concerns with your escrow analysis shortage.As we discussed, there are three factors contributing to your escrow shortage:Your property taxes increased $from to 2015, largely due to the Collin County Appraisal district increasing
the taxable value of your propertyThis was a 7.11% increase in taxesMortgage Group paid the correct amounts to the correct taxing agencies, with the payments made in so you could take advantage of your assessed taxes being paid in for deduction purposes on your personal income tax returnFrom my quick review, it appears you are taking advantage of the exceptions available to you from the local taxing agencies - homestead and veteranWith your next payment change being March 1, 2016, and your taxes scheduled to be paid in December 2016, there are a few catch up months that apply to the higher taxes to prepare for the December payments.Your homeowner's insurance premiums increased $from renewal to renewal, with the most recent premium amount being $2,This was a 13.25% increase in premiums, which is substantialAs we discussed, you are covering your home for $310,You might want to consider reviewing your coverage level and whether USAA, or another insurer, might have a better premium rate for your desired coverage levelWith your next payment change being March 1, and your policy renewing in October, there are a few catch up months that apply to the higher premium to prepare for the October renewal.As we discussed, when your loan closed, the initial escrow analysis that was provided to you and that you signed (copy enclosed), shows your property taxes as being paid in January 2016.Had we paid your property taxes in January 2016, you would not be able to deduct them on your income tax return.Had the initial escrow analysis at closing shown your taxes would be paid in December 2015, as they were, you would have been required to contribute $additional amount into your initial escrow balance at closing.This $is 40% of the escrow shortage amount, and again as we discussed, payment in December of provided you the deduction for property taxes on your personal income tax returnThe same will be true in when we pay your taxes in December Moving the payment month from January to Decemberwww.360Mtg.CustomerCareNet.com*** *** *** *** *** * *** *** *** ** *** *** *** ***
contributes to the shortage, or you would have been required to pay this into your escrow at closing.To assist you with your escrow shortage, I offered to extend the period of time over which the shortage is spread to months from months to reduce the shortage spread from $per month to $per monthI have asked my team to make this change on your behalf.Thank you again for your time to discuss and explain the shortage.Regards,*** ***Vice President - ServicingCC: Revdex.comThank you.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meRegards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** If the late fee for September was removed that will be acceptable to meThe concerns that I have was that my account was flagged twice for late fees. In the first incident that I was charge a late fee that was subsequently removed occurred because the staff at Mortgage group did not set up the direct deposit with the paperwork that was turn in from the closing. mortgage rescinded the late charges but my records were still flagged. In the second incident the fault lays between USAA and mortgage. I have taken steps to resolve any other problems by ensuring the full mortgage payment will be paid in full on the 1st of the month effective November 2016.

RevDex.com Serving
Utah November
24, W
S.Salt Lake
City, UT 84129Attn: *** ***, Dispute CounselorRE: Complaint ID 10864724Dear Ms***:We recently received your correspondence regarding a letter
of complaint sent to Mortgage Group, LLC (“Mortgage Group”) on or about
November 3, 2015. While we have no
record of receiving said inquiry, we are in receipt of the follow up
correspondence sent on November 16, regarding the mortgage account of Mr
*** ***, our loan number ***.
I appreciate the opportunity to respondIn his complaint Mr*** asserts that Mortgage
Group made a mistake during the closing
of his loan on October 27, that caused his property taxes to be paid
earlier than anticipated resulting in a large increase to his monthly mortgage
payment. Our review of Mr***’s loan
closing shows that the property taxes due by December 10, were not collected
or paid by the closing agent, which Mr*** should have been required to fund
at his loan closing, nor were the December 10, property taxes included in
the determination of Mr***’s initial escrow requirementsTaxes in the
amount of $3,were collected from Mr*** at the loan closing,
representing months of taxes in preparation for his tax bill of $3,due
April 10, On November 24, 2014, Mortgage Group paid the December 10,
due taxes on behalf of Mr*** in the amount of $3,At the same
time, Mr*** received, per his attached complaint, a refund of approximately
$4,from his prior servicerMr***’s prior servicer had not paid the
December 10th due taxes, which resulted in them refunding the escrow
balance to Mr***In essence, Mortgage Group paid the December 10th due taxes, but Mr*** received the funds for this payment from his prior
servicer, and was not required to fund these taxes at his loan closing with
Mortgage GroupOn June 26, 2015, Mortgage Group completed an annual
escrow analysis of Mr***’s account.
The results of the analysis indicated a shortage in the escrow account
of $3,The escrow shortage was the direct result of Mortgage Group
paying the December 10, due property taxes of $3,914.80, which Mr***
was not required to fund at loan closingThe reason Mr***’s escrow account
held by his previous servicer was approximately $4,was these were the funds
necessary to pay his December 10, taxes; but instead, the amount was
refunded to Mr***Mr*** has not been financially harmed as he received
the funds from his prior servicer’s escrow account that should have been
required to be funded by Mr*** at his loan closing with Mortgage Group
Mortgage Group paid Mr***’s taxes on
time before the December 10, due date, even though Mr*** had not been
required to fund his escrow at closing sufficient to pay these taxes when due Mr***’s escrow shortage is spreading the
amount that should have been in his escrow at closing, but was refunded to Mr
*** from his prior escrowAll customers are given the option to pay the escrow shortage
in one lump sum or have the shortage spread over a period of months to be
added on to their monthly mortgage payment.
The initial escrow analysis indicated that beginning with the September
mortgage payment, an additional $would be included in Mr***’s
mortgage payment to repay the escrow shortage. On October 27, as a courtesy to Mr***, Mortgage
Group completed another escrow analysis to spread the shortage amount over a
period of months thereby reducing the impact to the monthly mortgage
payment. The shortage amount added to
each monthly payment went from $to $77.01. Mr*** has been contacted on three
different occasions by members of Mortgage Group’s management team to
discuss this, but as of the last contact he remained unsatisfied with our
resolution.Mr*** requests that the entire escrow shortage be paid
by Mortgage Group and the shortage amount removed from his monthly mortgage
payment. We respectfully decline to
honor this request. The property taxes
were and still are a legitimate assessment against the property owned by Mr
*** and as part of the Deed of Trust signed by Mr*** outlining the
covenants of the escrow account, Mortgage Group is required to pay any
taxes out of escrow that may become due which can attain priority over the Deed
of Trust. Furthermore, we have extended
the courtesy of collecting the escrow account shortage over a period of
months impacting the mortgage payment by only $77.01. We regret that we are unable to fully comply with Mr
***’s wishes, but Mortgage Group has done all that we can to lessen the
impact to Mr***’s finances while complying fully with the requirements set
forth in the Real Estate Settlement Procedures Act (“RESPA”) and outlined in
the Deed of Trust. We have attached Mr***’s complaint in which he
references the $4,refund of escrow that he received from his prior
servicer, the Tax Cert which supports the amounts of taxes and their due dates,
and his final HUD-which shows he did not contribute into escrow any funds
with which to pay the December 10, taxesSincerely,*** ***Customer Care SupervisorCC: Mr*** *** *** *** *** ***
*** *** ** ***Enclosures: Revdex.com ComplaintFinal HUD-showing no taxes were collected for 12-10-Tax Cert from Mr***’s loan closing showing 12/10/and 04/10/tax amounts

The *** loan (#***) was acquired by Mortgage Group, LLC (“360MTG”) on March 5, 2015, after the loan closed by the ***’ lender At the time of loan closing, 2nd half taxes of $1,were due to be paid by 5/10/2015, for which, based on the origination documents provided
to us by the ***’ lender, the *** provided the funds at closingBoth the closing agent and the ***’ prior mortgage loan servicer paid these taxes, creating an over-payment of $1,637.67, which we have determined was retained by the county taxing agencyThe prior servicer reduced the escrow balance refunded to the *** by the amount of May taxesWhen the *** loan boarded our loan servicing system, the next tax payment due date was November for the 1st half of taxesWhen we received the tax bill from the county in November, it was for $60.32, which we now know to be the difference between the $1,1st half tax assessment and the $1,which the county had retained from the double payment of 2nd half taxes. When we paid the $billed amount for taxes, the payment amount updated our servicing system to reflect the 2nd half tax amount for to $60.32. On 1/22/we ran an escrow analysis on this loan and due to the adjusted tax amounts, an escrow overage check was mailed to the borrower in the amount of $1845.02. In April we received the 2nd half tax bill from the county for $1697.99. When this amount was paid, we updated our servicing system to reflect the estimate for tax amounts to be $(1st half due 11/and 2nd half due 4/2017).To summarize, the *** received an escrow overage check from 360MTG in January and the escrow portion of their payment was reduced, caused by the county applying the 2nd half double payment to his 1st half tax billed amountWhile the *** should have received the $1,from their prior servicer, they received full benefit of the double payment by having it applied by the county against their tax assessment After 360MTG’s payment of the 2nd half taxes in the amount of $1,697.99, we completed another escrow analysis on 7/26/which resulted in an escrow shortage amount of $and a payment increase of $effective 10/1/2016. When the borrower received the Escrow Analysis statement, she called customer service to discuss the shortage amount. The customer service manager emailed me regarding the ***’ concern with the payment increase, and we agreed to spread the shortage over months which would reduce the borrower’s payment by $effective 10/1/2016. The borrowers new monthly payment will be $1791.51, which is $more than their original payment. Customer Service explained to Mrs*** that we will spread the shortage amount over months, but she was not satisfied and said she was going to file a complaint The escrow shortage of $3,includes the escrow refund of $1845.02, which was paid to the *** in January These funds are needed in the escrow account, plus the months for which payments were reduced based on the county’s reduction of the November tax billAs stated above, spreading this shortage over months reduces the monthly amount, or the *** can return the $1,refund amount into their account, and we will re-analyze the escrow to further reduce the payment increase.”

Complaint: ***
I am rejecting this response because:The business did not make an attempt to address the issue, but instead made excuses. It's quite easy to say something was mailed out - blame the post office for not delivering...just like they
blame me for not checking the website for the most current information on the account. I provided them proof that I did not receive a fee from the bank, and a three-way call that confirms that no request for a draft was made. I had to contact them about the change in interest - after the fact. How should I be expected to know the exact date it will change, what the current rate is, and how they calculate the change?
Regards,
*** ***