Consumer complaint received 2017-03-17
Company: Statebridge Company
State: KY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage was sold to a new lender in XXXX of XXXX. Statebridge Company provided appropriate documentation the month of XXXX regarding the acquasition and introducing themselves as my mortgage servicer. I kept the same payments and ensured the company was taking the correct escrow with each statement. I was made aware in XXXX XXXX that Statebridge Company had not been paying PMI which is required for my loan due to the LTV. I contacted Statebridge on XXXX/XXXX/XXXX and spoke with XXXX XXXX, CS rep regarding this issue. XXXX XXXX stated they were not notified by the previous lender about PMI and he would send a request to the escrow department for assistance. I requested at that time to speak with someone in the escrow department to see if I could provide any documentation from my previous loan to expedite this process. XXXX XXXX stated I was not permitted to speak with anyone in the escrow department. I then asked to speak with the supervisor since I should be permitted to speak with anyone who is handling my money. XXXX XXXX then stated that the supervisor XXXX XXXX XXXX was in a meeting and could not take my call. He also stated that this was not a case that needed a supervisor and he did not see the need to transfer. He did suggest that I could email the escrow department which I did the same day ( attached ). I waited one week to get either an email or phone response and did not receive anything. I called back and spoke with XXXX, CS rep and asked if he knew of any progress. He stated he could only confirm that a task had been placed for the escrow department to review my issue. I again asked if I could speak with someone in the escrow department to check on status since XXXX stated he could not see any progress. I was again told I was not allowed to speak to anyone in that department. I then requested to speak to the supervisor again by name. XXXX states this was not an issue that required a supervisor and refused request. I requested the supervisor several times until XXXX finally transferred me. I spoke with XXXX XXXX XXXX who recited the same information the above CS reps stated that they were not required to allow anyone to speak with the escrow department. I stated I should be allowed to speak to anyone who is handling my money. XXXX XXXX inferred I had basically no rights to speak with anyone, they had their own policies in place and they would do what they liked. He also stated I knew nothing about the mortgage industry. He stated he applauded XXXX XXXX for providing and email address to the escrow department and that is all they need to provide. He was very rude, condescending and got on the phone confrontational. I waited approximately 2 weeks for communication from Statebridge. I called back and spoke with XXXX who stated she could see that a PMI company had been added. I asked if they had been paid for back services from the orgination of my loan in XXXX. She stated she could not see anything because this information was sent to XXXX XXXX who would contact me when he was able. I contacted Statebridge ( XXXX/XXXX/XXXX ) once last time prior to this filing and spoke again with XXXX in CS dept. He states he sees activity on the task placed by XXXX XXXX XXXX/XXXX/XXXX regarding the PMI and a request I made for escrow analysis. I requested to speak with XXXX XXXX but was told he was on another call. I asked XXXX the name of the PMI company for which he was unable to find but did provide a mailing address. I asked if the company listed on the webpage was correct, PMI Mortgage Insurance Co-but he was unable to confirm. 
I did contact PMI Mortgage Co and provided Policy # listed on my online acct with Statebride to check status. CS rep at PMI co states that policy was terminated XXXX by XXXX which was my previous mortgage servicer. I attached copies of statements.

Company response to consumer: Closed with explanation