Consumer complaint received 2021-10-29
Company: Academy Mortgage Corporation
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Academy Mortgage owes us money due to over charging us for PMI for the year XXXX and XXXX. They charged XXXX instead of XXXX. Some months they charged duplicate PMI payments. This company over charged PMI and has failed to reimburse the full amounts overcharged. Academy Mortgage contacted us by phone and email. They gave a designated point of contact XXXX XXXX. He stated response to the issue was going to be provided by XX/XX/XXXX. It was not. We received several letters, the most recent XX/XX/XXXX stating they required more time to research the issue. 

1 ) Academy Mortgage stated check XXXX for {$160.00} was mailed to Borrower on XX/XX/XXXX. 
We have received no checks from Academy Mortgage, or any other amount for that matter. From our perspective this is a false statement. 

2 ) Academy Mortgage did an Escrow analysis on XXXX. However as the escrow account was still incorrect because it had not been corrected on refunds owed due to PMI overpayments, the escrow analysis was incorrect. I emailed XXXX XXXX asking about this issue. I did not get a response. 

Re : XXXX escrow issue XXXX XXXX XXXX Fri, XX/XX/XXXX, XXXX XXXX to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX Good morning While we have not gotten a response yet on our issues, I do see activity out on the portal. 

There was a new escrow analysis done and statement posted XX/XX/XXXX. 

However the PMI refund issue has not been addressed completely. 

I downloaded daily over the last couple weeks as updates were being made to the account to watch the activity. Now that a new escrow analysis has been issued it implies your done with corrections to the escrow account, however you have not issued the full refund owed for PMI overpayments. 

Attached is a spreadsheet breakdown of what the escrow account looks like currently as posted on your portal. You still owe XXXX in PMI refunds on the escrow account. 

I look forward to your response on this matter. 

Thanks XXXX Sent from my XXXX On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : Hello XXXX Ive left XXXX a message. 

XXXX Sent from my XXXX On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : Hello XXXX, I just wanted to reach out to let you know we have been trying to stay on top of your situation. Please read below the gentlemen by the name of XXXX said he left you a message with a status update. Please call him with questions. 

XXXX XXXX Sales Manager, Producing | NMLS # XXXX Licensed in Colorado, Florida, and Texas ( XXXX ) XXXX | Direct ( XXXX ) XXXX | Cell XXXX ( XXXX ) XXXX | Fax XXXX XXXX XXXX XXXX, XXXX XXXX, CO XXXX XXXX NMLS # XXXX | Equal Housing Lender My team is always available to help if I am not. 

From : XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX Cc : XXXX XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : RE : XXXX escrow issue I called the customer and left a VM to return my call. 

XXXX XXXX Sr. Manager - Loan Servicing Operations XXXX XXXX XXXX South Draper, UT XXXX D : XXXX | C : XXXX XXXX Loan Servicing Toll Free : XXXX

Company response to consumer: Closed with explanation