First Continental Mortgage, LTD

Review: [redacted] is my mortgage provider. 4 months ago I contacted them about changes in the Property Tax for Veterans with Disabilities. In 2016, I am exempt from paying any property taxes and asked them to send me a new escrow statement reflecting the new mortgage payment. I was asked to fax over documented information and did so. I followed up in Nov and was told by the representative that they had received the documents and information would be send to me once the review was completed. I followed up again in December, the representative refused to allow me to speak to a supervisor and said she would write a note for someone to contact me. I was very displeased with her service so I attempted to resolve the issue through their online customer service email. I received an automated response that the I would receive a response in 24 hours. Two months later, still no response. I phoned again on 12/28 due to the January payment coming up. I was allowed to speak with a supervisor after initially telling me that they had not received any documentation. I waited for 40 minutes for the supervisor to come online. Once he did, he affirmed that they had the necessary document but that it had not been forwarded to the tax department. He assured me it would be fix before the January due date and that he would call me the following day. He never called. I followed up again on 1/11 and spoke with Aisha who apologized and said her supervisor Curtis would call me that day. He never called either. I have exhausted all resources to attempt to get my updated escrow and payment. I have no choice but to pay the full amount this month (money that I do not owe)because no one at this company seems to care.Desired Settlement: I would like to receive and updated escrow reflecting my exemption from property taxes for year 2016.