Product: Mortgage

In XX/XX/XXXX a severe wind storm damage the roof on our house. Initially the insurance company denied our claim, but after retaining a lawyer we were able to settle with the insurance in XX/XX/XXXX. The settlement check was made payable to us and our loan services, Allied Mortgage Group ( NMLS # XXXX ). When we contacted the services they said to just mail them the check, they would endorse it and return it to us. We followed these instructions but heard nothing from the services for 2 weeks. In the meantime we enter into a contact with a reputable roofing company. We finally contacted the services again, and was transfer to their loss-drafts department. The employee of this department after finding our check informed us that since it was more than {$10000.00} ( it was for {$15000.00} ) they would need to monitor the claim. The check was returned to us for endorsement together with various document to be signed by us and our roofing contractor. We completed all the paperwork and return it to the services in late XX/XX/XXXX. Again we heard nothing from the services for several weeks. We again contacted the servicer and were told that they had not received the contracts Lien Release, which we were certain they had, but nonetheless we forwarded them another copy. The servicer gave us a call to say they had all the documents they needed and to go ahead and schedule the roof replacement. We did so, and the roof was replaced in early XX/XX/XXXX. We call the servicer, or more rightly tried to call the servicer regarding next steps, and found that the number we had been using was no longer in service. We finally had to go back to the agent that originated the loan to get a good contact number for the servicer. We were then informed that their loss drafts department had moved and had a new number. ( at this point I would like to interject that what I really believed happened was that the Mortgage Loan Servicer had sub-contracted their insurance processing and they had changed sub-contractors ) We called the new number and the employee told us the could find no record of our prior paperwork, but did know the had our {$15000.00}. In the meantime our contractor need to be paid, so we paid him with funds from other sources. This was XX/XX/XXXX. Thereafter we went back and forth resending documents scheduling and rescheduling inspection for the next three months with this company before they finally sent us a check for the escrowed funds. At this point I need to note that we are snow birds the house that was damaged is in XXXX but we generally spend the summer months at our second home in XXXX. The check we received in XXXX was sent to us in XXXX and was made payable to us and the roofing contractor jointly, despite the fact we had provided proof that we had already paid the contractor. We contacted the servicer again and asked them to reissue the check to us solely. 
My complaint is that this servicer never answers the phone or return phone call or response to email or letters. It is now mid XXXX and this servicer has had our funds since XXXX the repairs were completed and paid for since XXXX. The servicer will not respond to our request to release the escrowed funds to us and there is no longer any legal reason for them to hold the funds except to used them for their own cash flow problems. 
The property address is : XXXX XXXX XXXX XXXX, XXXX XXXX Fl. XXXX and our loan number is XXXX. 

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