Consumer complaint received 2019-01-08
Company: Cornerstone Home Lending Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My name is XXXX XXXX and I am having trouble getting my mortgage company to admit their mistakes on paying my insurance dues for my property. Their mistake has now cost me additional insurance fee 's that add up to roughly 600 $ a month on my mortgage payment. I received a call from my insurance company in XXXX of 2018 that my policy was about to cancel since my mortgage company will not pay invoice ( my acct is escrowed for tax's/insurance ). My insurance agency said they have not been able to get this resolved after a few attempts. I got involved and called my mortgage company and they said they would pay the insurance fee 's. This did not happen, I received calls from my mortgage company and insurance company again that they were still working the issue. This went on for a few weeks until I had 2 weeks before my policy canceled due to lack of payment. I went to the insurance company and we called the mortgage company together to get resolved. When I left the insurance company I was promised a call from the mortgage company if it was not resolved, never received the call until after the policy was cancelled. My insurance company and myself went out of our way to get this paid, even though it should be the mortgage company since I pay them to manage my expenses. The Mortgage company added a temporary policy that is ridiculous in cost due to their mistake of not making invoice until after the policy cancelled. I requested multiple manager call backs from my mortgage company and never received any. I finally had to call the director of Regulatory affairs ( XXXX XXXX ) so he could help my get an investigation going. I received the investigation findings from the Mortgage company and basically they said it was my fault cause they showed they tried contacting me and I did not answer??? I have proof from my insurance company they invoiced my mortgage lender a few weeks before the policy cancelled and they reached out multiple times but my lender never followed up as they promised to pay my insurance fee 's. I have proof of the multiple calls I made and the insurance team to get this resolved and invoices made from my insurance team prior to cancellation. Not sure why I'm at fault, pls help Mortgage- Cornerstone Lending NJ branch Supervisors I spoke with prior to cancellation- XXXX, XXXX, XXXX. Other departments I reached out to for help- XXXX XXXX , XXXX XXXX in the Regulatory Affairs group. 
Insurance Agent- XXXX XXXX XXXX XXXX . Agent is XXXX that I worked with throughout this process. She also has proof of invoice and calls, emails, etc. 
Property address- XXXX XXXX, XXXX XXXX TX , XXXX I was advised by my legal representative to file this complaint with your organization as the first step. Hoping Cornerstone will finally acknowledge their mistake and wave the added fee 's. If not, we will move forward with an attorney and it will cost Cornerstone much more than they expect. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief