Consumer complaint received 2022-03-30
Company: AMA Advisors, LLC.
State: HI
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
- XXXX XXXX XXXX XXXX XXXX XXXX is I guess released - XXXX XXXXXXXX we purchased our home financed with Homebridge Mortgage Company ( HB ), we were required to get flood insurance which we did with XXXX XXXX XXXX XXXX  ). 
- XXXX XXXX HB sent XXXX-home insurance branch a notice stating that the loan had been refinance. 
- XXXX XXXX we refinanced our loan with Homebridge, the loan stayed with HB. 
- XX/XX/XXXX HB sent a letter to XXXX-flood branch that the loan had been paid in full and to remove them from the account. It had not! We continued our mortgage with HB until they sold it to XXXX in XXXX of XXXX. 
- XX/XX/XXXX we get a bill from XXXX, we call XXXX to confirm if payment is required, they stated no, HB has payed it you don't need to worry about the bills your escrow account covers it. 
- XXXX XXXX annual flood insurance premium was payed by HB to XXXX. Insurance is now good from XXXX - XX/XX/XXXX we get a letter from HB stating our mortgage has been sold to XXXX. But that all insurance companies will be notified. 
- We make a XX/XX/XXXX payment to HB. In the escrow disclosure it shows they had the annual amount ready, it was never transferred. 
- XX/XX/XXXX we get a call from XXXX stating as such. The last day of the window. Even though all the correspondence we have from them states " Premium Payment Penalty- To avoid a lapse in coverage, payment must be received within 30 days of the expiration date of the policy. If payment received more than 29, but less that 90 days after the expiration, the policy will be reinstated with a 30 day waiting period. The new effective date of the policy will be 30 days from the receipt of payment. If the Alternate Coverage is selected a 30 day waiting period may be required. '' - XX/XX/XXXX XXXX XXXX goes into effect. 

- XXXX is saying it is HBs fault for not updating the paperwork correctly for the Flood policy. And HB is saying it was never sent a bill for the insurance even though they should have paid it with the XXXX XXXX release of funds. XXXX  won't follow their own policy blaming XXXX because now we MUST have a new policy ( which contradicts the legal disclosures on paper correspondence ) and our new mandatory flood policy with XXXX is not {XXXX} per year, but an additional {XXXX} per MONTH. We are not being given any other options, neither HB or XXXX  are disclosing communications they have had with each other to us the person paying the bills. 

No one disclosed this to us. XXXX lawyers and communications department did no outreach to effected consumers. HB filled bad paperwork and now my family is being punished for not knowing the rules of the game. How is this legal and fair practices? The XXXX XXXX states that increases are to be done gradually. This is not gradual. We understand that this is coming but we can not afford this insane of an increase right away. Please help us. We need time. The only policy documents that explain our flood policy in detail are dated XXXX which does not reflect the XXXX adoption of XXXX XXXX XXXX.

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