Consumer complaint received 2022-12-15
Company: SERVICEMAC, LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX of XXXX, I was sent a notice by my new mortgage provider, Servicemac, advising me that my home was located in a flood zone and that I would need to obtain flood insurance for my home. My previous lender, XXXX, had sent a similar letter a month or so after closing on my home earlier in the year. I provided them ( XXXX ) with documentation from my county, proving that my actual dwelling was NOT in a flood zone, and after doing so, insurance was no longer required. I sent Servicemac this same documentation on XX/XX/XXXX of XXXX. In the interim, on XX/XX/XXXX, lender placed flood insurance was taken out of my escrow in the amount of {$2300.00}. When I called the mortgage company, and each time I have called in regard to this matter since then ( I have called well over 20 times since the beginning of the year, 20 is likely an underestimate ) I have been advised that as soon as I rectify this issue, the insurance will be refunded to my account. I was never made aware that this amount would be prorated based on the portion of insurance that would have been used at the time the issue was resolved. Additionally, because I never needed the insurance in the first place, it would make sense that the insurance be refunded. I was advised in XXXXXXXX XXXX XXXXXXXX that the documentation that I provided was insufficient and would need to provide a Letter of Map Amendment ( LOMA ) form from FEMA. Due to life events and a backlog with surveyors ( most surveyors had appointments that were minimally 6 - 8 weeks out ), we were finally able to get our property surveyed in XXXXXXXX XXXX XXXX and submit the request for the LOMA to FEMA. In XXXXXXXX XXXX XXXXXXXX, my mortgage was reassessed and due to the addition of the flood insurance increased by {$700.00} each month to {$2300.00} in order to make up for the escrow shortage. FEMA provided me with the LOMA letter on XX/XX/XXXX, which I was finally able to upload after multiple tries on the insurance website AND emailing the letter to the insurance department on XX/XX/XXXX. This letter provided the very same information that I'd provided to the company in XXXX, which states that since XXXXXXXX XXXX XXXXXXXX, FEMA shows my home does not sit in a flood zone. On XX/XX/XXXX, the flood insurance was finally removed from my account, and I was provided a credit of {$170.00} to my escrow for the flood insurance. I have since called numerous times to get credit for the remaining {$2100.00} that should have been refunded back to me based on conversations that I've had with several employees. It is now almost two months later, and I STILL have yet to receive a determination on my claim, which has had to be reopened back in XXXXXXXX XXXX  it was closed without any action. My case should have been resolved on XX/XX/XXXX, today is the XXXX and there still is no resolution. Servicemac is operating under unfair and deceptive practices and causing customer harm and is not providing the service that their employees has said they'd provide. I am still looking for a refund of my money, as I've used money from savings to close the gap between my normal mortgage payment and the increase in payment that I've experienced since XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief