Consumer complaint received 2023-11-20
Company: CrossCountry Mortgage LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
To whom it may concern, A cancellation has occurred with my insurance coverage on my property, and I do not believe that I am to blame for this issue as I was escrowed, and insurance was billed to the servicer. It has caused my policy to be cancelled and an expensive lender placed policy to be placed. I believe the servicers and/or my agent are at fault. Below is a timeline of the events. All parties contact information is included at the bottom. I called and emailed all companies below to gather the below details. 

1. My XXXX loan closed on XX/XX/XXXX with Cross-Country Mortgage with insurance purchased through XXXX XXXX, XXXX for XXXX XXXX XXXX. The policy was underwritten by XXXX XXXX The policy premium was {$1500.00}. The insurance was paid through the lender at closing and was XXXX for future payments. 
2. My solar panels were not in the policy at this time. The mailing address on the insurance application was XXXX XXXX XXXX XXXX in XXXX XXXX XXXX, FL XXXX. This was our furnished rental since my family, and I moved for a new employer. We did not change our address with the USPS to this address and obtained a XXXX XXXX instead for all mail forwarding from Maine to Florida. My wife and I made a mistake signing this with the incorrect mailing address as it was only our temporary physical address. 
3. On XX/XX/XXXX, I asked the insurance agent to include the solar panels to my policy. This was completed on XX/XX/XXXX when I e-signed the endorsement request. This was before closing and was to be billed to servicer as loan was escrowed. 
4. At this point I believed that all was completed and paid for by my originator/servicer. The endorsement amount for solar panels of {$140.00} was never paid by anyone. 
5. XX/XX/XXXX Closing 6. XX/XX/XXXX Velocity mailed the bill and policy updates to me at the XXXX XXXX XXXX mailing address AND Cross-Country Mortgage who was also my servicer until it transferred to XXXXXXXX XXXX on XX/XX/XXXX. My call with Velocity stated they also notified my agent. NO ACTION TAKEN BY ANYONE. 
7. XX/XX/XXXX XXXX loan transferred to XXXXXXXX XXXX 
8. XX/XX/XXXX Velocity Risk mailed cancellation notice to Cross-Country Mortgage ( and XXXX address ) due to unpaid amount for solar panel endorsement of {$140.00}. Nothing was done by Cross-Country Mortgage to notify then new servicer, XXXXXXXX XXXX 
9. XX/XX/XXXX XXXX XXXX mailed final cancellation notice to XXXX address and Cross-Country Mortgage. Unsure if they notified insurance agent again. Cross-Country Mortgage appears to have ignored the notices and did not inform the new servicer or reach out to me. 
10. Appears no one sent notice for Mortgagee Clause change to Velocity as this would have led to discovery of a policy cancellation and lapse in coverage. 
11. I was not made aware until XXXX XXXX XXXX seek policy renewal from Velocity. 
12. XX/XX/XXXX I received my first letter from XXXXXXXX XXXX  notifying me that my policy with Velocity was cancelled and I hadnt had insurance since loan origination! 
13. I reached out to everyone trying to track down what happened. Everyone pointed the finger at me because I didnt pay the endorsement, but I never knew it was due! It was billed to escrow and send to Cross-Country.

14. I obtained a Citizens policy right away. I then cancelled that policy in place of a better and cheaper policy with XXXX XXXX. I have had coverage with XXXX XXXX XXXX XX/XX/XXXX. 
15. I am now responsible for {$6.00}, XXXX in lender placed insurance coverage for the gap in coverage left from the negligence of all parties involved with the handling of escrow and an unpaid and unforwarded bill for {$140.00}.

Company response to consumer: Closed with explanation