Consumer complaint received 2019-09-17
Company: Mortgage Lenders Investment Trading Corp
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX, I switched homeowner 's insurance. The insurance company ( XXXX XXXX  ) sent an invoice to the mortgage company, RP Funding, in XX/XX/XXXX around the same date. RP Funding refused to pay the new insurance claiming that they had already paid the old insurance company. 
I paid out of pocket, sent cancellations for old and approvals to accept as my new insurance company to the mortgage company. Premium declaration page and other requested information were sent in the fall of XX/XX/XXXX for XXXX XXXX policy to be listed on my insurance policy. 
Today I found out that premium payment was not made for XXXX XXXX XXXX policy until XX/XX/XXXX. The lie about making a payment to the old insurance and being unable to issue a premium in XX/XX/XXXX for the new insurer is unacceptable behavior causing me to pay over {$3500.00} out of pocket for NO REASON but RP Funding got out of paying my insurance by lying to me. 
Maybe they didn't lie, maybe they just had ABSOLUTELY NO IDEA what is going on in their own company. Considering that they paid on a cancelled policy, I'm unsure of what the benefit would be to them to lie to me about this. 
On XX/XX/XXXX, I received a letter from RP Funding stating that XXXX XXXX sent a policy and were requesting payments. RP Funding states they did not receive prior notification of a change in insurers, had no knowledge of our coverage being with XXXX XXXX, and requested I fax my signed authorization to " switch '' to XXXX. 
I called and spend almost an hour on the phone with a representative. He claimed the leather was actually from last year and means nothing. He claimed to have new carrier info, he claimed that RP Funding is to pay XXXX XXXX  and the Flood insurance prior to their renewal date of XX/XX/XXXX. RP Funding has not paid ANY insurance for XX/XX/XXXX at this time-XX/XX/XXXX. I requested a letter to confirm our conversation which I haven't received. 
On XX/XX/XXXX I received a letter stating that RP Funding received a request from for policy premium payment from XXXX  XXXX XXXX XXXX Policy Beginning in XXXX   which is the XXXX XXXX policy and are unable to issue payment as they already paid XXXX XXXX XXXX policy beginning XXXX. 
After another call and about 1.5 hours of time I will never get back, it appears that RP Funding does not know what is happening.

RP Funding states they never received a premium request from XXXX XXXX  which is XXXX XXXX  XXXX Policy beginning in XXXX. Despite the fact that the letter says they paid XXXX policy beginning in XXXX, the rep and the supervisor state this is not true, no payment has been made. 
Today I found out that they never made a payment to the cancelled XXXX policy beginning in XXXX until XX/XX/XXXX. They lied to me in XX/XX/XXXX and stated they could not pay the new insurance ( XXXX Policy beginning in XXXX ) because they had already paid the old insurance-XXXX policy beginning in XXXX. 
As a Mortgage company, particularly the insurance department, it is of the utmost importance that that the facts are correct. I have now received 2 letters that have incorrect information, my insurance has NOT been paid or maybe it has. I really have no idea what is going on. 
My insurance agent is sending me a copy of the premium request that was sent previously and the new one for today. I need my mortgage company to keep the facts straight or at least resolve incorrect information when requested. RP Funding seems to have no grasp on what is happening with my insurance, who my insurance is with, whether they have paid it, whether they paid a different insurance, and finally whether or not a payment was requested by my current insurer.

MY request is for the mortgage company to get things right the first time particularly when sending letters, paying or not paying insurance, etc. I should not be given incorrect information that may be detrimental to my mortgage, my home, or my finances unless the mortgage company is SURE they have their facts straight. In this case, no one seemed to know why these letters were sent until I asked for a supervisor. The supervisor did not know either and seemed to be a little bothered that I pointed out these discrepancies, as if I should understand how their internal process works and how a letter that is wrong shouldn't matter? 
I've made complaints against them in the past for charging me {$79.00} and reporting to credit reporting agencies " late '' payments received on the XX/XX/XXXXdespite the payment coupon showing " payments received AFTER the XX/XX/XXXX will be subject to a late fee ''. These still show on my credit report despite providing the payment coupons and the payment received dates. 
Additionally, in XX/XX/XXXX, they neglected to make my insurance payment at all and I was lapsed for almost 2 months. AT the time, I was using the XXXX XXXX XXXX policy beginning in XXXX. This is why RP Funding thinks my insurance should renew in XX/XX/XXXX when the policy was actually backdated to the original renewal date of XX/XX/XXXX. 
There was NO change in insurer at that time and I was very lucky that the insurer understood. Now after the current insurance debacle, it makes me wonder how often home owner policies are lapsed due to non payment by THIS mortgage company.

Insurance requires accuracy, it appears that RP Funding lacks accuracy with regards to insurance, insurance payments, letters sent to clients warning about lapsed insurance, and it also seems that they can not tell the truth when it comes down to whether they paid the premium or not. 
This is not acceptable whether it is intentional lies or whether they really have no clue. If RP Funding can not keep the policies to protect my property active, they shouldn't be allowed to force me to let them manage the policies and payments. I can pay my own insurance much more accurately and reliably than they can.

Company response to consumer: Closed with explanation