This was our first time dealing with Prime Lending. We normally use Wells Fargo but since our Loan agent switched companies we went with Prime Lending. We had no idea that Prime Lending does't take the initiative to pay our supplemental taxes without us contacting them with the supplemental bill where Wells Fargo always took care of this for us. And yes we have an impound account. I will not be working with Prime Lending in my future home buys for the fact they are not a consumer proactive company. What I am taking away from this is make sure you read the company policy before committing.