Consumer complaint received 2019-02-19
Company: PRIMELENDING, A PLAINSCAPITAL COMPANY
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I received a letter from my mortgage ( Prime Lending ) company 's servicer ( XXXX ) saying that their records say that I do not have hazard insurance. I submitted my proof of insurance on XX/XX/XXXX via their online portal. 

I got a second and final notice letter on XX/XX/XXXX saying that they did not have record of hazard insurance. I called immediately and spoke to XXXX at XXXX XXXX and she told me that had my proof of insurance and no additional information was needed. I asked her if it was a problem that I had two addresses. My tax and mortgage address is XXXX XXXX XXXX but my USPS mailing address is XXXX XXXX XXXX. She said no, there are no more problems and no more information is needed from me. 

I got a 3rd notice in the mail on XX/XX/XXXX saying that since I did not send in my proof of insurance that XXXX ( my mortgage company ) purchased insurance for me and charged my escrow account {$2500.00} I called and spoke to a supervisor named XXXX on XX/XX/XXXX at XXXX AM. She said that my insurance policy in on XXXX XXXX XXXX but they have my address as XXXX XXXX XXXX and that is why they can't verify coverage. She said if the insurance address is changed the problem will be solved. 

I spent my morning on the phone with 3 different insurance agents ( including my current one XXXX XXXX ) and non a single one of those companies was able to insure the address XXXX XXXX XXXX because it is not a valid USPS address, they all only listed XXXX XXXX XXXX. I pulled up a copy of the deed to my home and the address is listed as XXXX XXXX XXXX aka XXXX XXXX XXXX. 

I called XXXX again on XX/XX/XXXX and spoke to XXXX and she told me to email in the copy of my deed and call back in 24 hours. I called back in 24 hours and left her a message and received no response from her. 

I called XXXX again on XX/XX/XXXX I asked for a supervisor, sat on hold for 27 minutes and then was transferred to a voicemail. I left a message and did not get a call back. 

I called again on XX/XX/XXXX, explained my case again and then was hung up on. 

I tried using XXXX 's online chat on XX/XX/XXXX, they asked me to submit the deed to their email address and they would take care of it. Nothing happened, no response back no resolution. 

I called on XX/XX/XXXX and spoke to a rude lady who wouldn't even tell me her name or phone extension. I was transferred to a supervisor named XXXX and she sent an email to the insurance department. She told me everything was fine with the deed I submitted and that if I called next Tuesday the system would show my insurance coverage. 

I called back on Thursday XX/XX/XXXX ( I was busy Tuesday but figured 2 extra days would help anyway ) I spoke to a supervisor named XXXX, she said she was going to call the insurance department and assured me that she would call back by the end of the business day. She never called back. 

I called XXXX on XX/XX/XXXX at XXXX XXXX, I asked to speak to supervisor XXXX. The agent said she emailed XXXX to see if she was available. She said XXXX was available and that she would transfer me. I sat on hold for 1 hour an 2 minutes before calling CENLAR back on my wife 's phone. I explained to this person that I was very frustrated an needed a supervisor. I spoke to supervisor XXXX. XXXX told me to email her at XXXX and include a copy of the deed, a copy of my insurance policy and a short explanation of the two address problem. She told me it would be resolved by the end of the week and that she would call me. I have absolutely no faith that this will be resolved after this phone call. 

I've been told so many times that these people would call me and resolve this problem and they have not. It is now nearly XXXX, they've charged me {$2500.00} in home owners insurance when I already have a policy that I paid for. This charge should never have been made. The situation is still not resolved. I'm certain that if they even do resolve it that they will not give me a full refund on this policy which is completely unacceptable. It is completely not my fault that this has not been resolved. I have responded to every single letter from them immediately. I've spent HOURS with them on the phone and they don't do anything. Currently they still don't think I have homeowner 's insurance. Please help me with this mess.

Company response to consumer: Closed with explanation