Consumer complaint received 2019-08-20
Company: LAND HOME FINANCIAL SERVICES
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
My closing for my mortgage with Land Home Financial Services XXXX was scheduled for XXXX, XXXX XXXX, 2019 at XXXX.  On XXXX XXXX, 2019 at XXXX I received a text message from my realtor telling me to check my email because XXXX XXXX, the loan officer, had sent over docs that needed to be signed by XXXX.  I reviewed my email and noticed that the owner's policy fee was not listed on the Closing Disclosure.  I called XXXX XXXX and informed him that it needed to be corrected because I will not purchase a house without an Owner's policy.  XXXX called me at XXXX on XXXX XXXX and instructed me to just sign the disclosure before XXXX and that he would correct the error the next day.  The Closing Disclosure that I signed stated that my cash to close would be $XXXX.  The amount disclosed for my homeowner's insurance premium was $XXXX.  (XXXX XXXX team referred me to use XXXX XXXX XXXX XXXX.  I had initially received the quote via email from XXXX, the pre-underwriting processor at Land Home Financial.  It was forwarded from XXXX XXXX, insurance agent at XXXX XXXX XXXX XXXX.  The quote was for a XXXX XXXX XXXX XXXX XXXX.)On XXXX XXXX, 2019 at XXXX I received XXXX emails from XXXX XXXX XXXX   companies stating that my policy premium changed from $XXXX to $XXXX, then $XXXX to $XXXX, then from $XXXX to $XXXX, then from $XXXX to $XXXX.  I called XXXX XXXX XXXX XXXX to see why my premium was changing and they told me that my lender called and increased the deductible on my policy to $XXXX to get my premium lowered.  I never requested or authorized to increase my deductible on my policy.  They told me that XXXX XXXX from Land Home Financial instructed them to increase my deductible.  THIS CHANGE WAS DONE WITHOUT MY CONSENT TO EITHER LAND HOME OR XXXX XXXX XXXX XXXX.I called XXXX at XXXX to find out why they made changes to my homeowners policy and he said he would look into it and call me back.  I did not hear anything back from XXXX until he sent me a text message at XXXX stating "Cash to close is $XXXX".  I immediately called him to find why my cash to close was increasing.  He stated that he would have the closer call me back to explain.  I did not receive a call back so I called and spoke with XXXX XXXX at XXXX XXXX XXXX, the settlement agent listed on my CD and asked them why my cash to close increased.  XXXX informed me that the amount listed on the CD they received from my lender matched the $XXXX.  They never received a CD from Land Home listing $XXXX. XXXX and I compared the CDs that we received line by line and we found the that lender failed to disclose the Lender's Title Policy fee on my CD.  In addition the homeowner's insurance premium was less on hers so that is what caused the change in cash to close.  So I assume they called and made changes to my homeowner's policy in order to offset the increase in closing costs that their error caused.  In the end I had to pay over $XXXX out of pocket because of their error.  All of my closing costs would have been paid by the down payment assistance program that was paying my closing costs if they would have correctly disclosed my fees.  In addition, they (Land Home Financial AND XXXX XXXX XXXX) made changes to my homeowner's policy without my consent.On XXXX XXXX, 2019 at XXXX I emailed XXXX XXXX and XXXX at Land Home Financial and requested a copy of the Loan Estimate that I signed.  On XXXX XXXX XXXX   emailed me a copy of the CD and part of the HUD statement.  I emailed her back stating that she sent me the wrong document.  I informed her that I needed the Loan Estimate and requested that she send me a copy at her earliest convenience.  On XXXX XXXX I received an email from XXXX with the Closing Disclosure attached.  As of today, I have not received the document that I requested, which is the Loan Estimate.  I searched all of my esigned docs and cannot find when they sent it to me.  I only have the Loan Estimate from the down payment program.  As of today, XXXX XXXX, 2019, I still have not received the Loan Estimate copy that I requested.  I sent an email to XXXX XXXX requesting him to call me to discuss my homeowners policy because on XXXX XXXX I received an email from XXXX XXXX requesting for me to esign docs listing a policy premium of $XXXX.  I am confused and have no clue how exactly what my homeowner's insurance premium is.  As of XXXX XXXX, 2019 I still have not received a call back from XXXX XXXX or anyone from XXXX XXXX XXXX XXXX.

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