Consumer complaint received 2018-02-16
Company: MIDFIRST BANK
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have an insurance claim and the insurance check was sent to my mortgage company for them to send out to me and my attorney. They got the check on XX/XX/XXXX. My attorney sent in the adjuster worksheet and contractor bid on this day via fax. They told us they were going to mail the check to me that day. I did not receive it soon after so my attorney called to follow up on XX/XX/XXXX. They needed their XXXX form to release the check so my attorney faxed in their XXXX that same day. The attorney called to follow up on XX/XX/XXXX to make sure they got the XXXX, they confirmed they did but had not sent the check out due to processing times. My attorney again called to follow up on the check being mailed out on XX/XX/XXXX, they then told the attorney 's office that they need the type of loss and contractor bid or supply list. My attorney office sent this to them again, they originally faxed it to XXXX on XX/XX/XXXX. My attorney office followed up on XX/XX/XXXX, they told the attorney office that they received the bid and are processing the check and it will be mailed out in 5-10 business days. On XX/XX/XXXX, the attorney called to follow up, she spoke to loss draft department and they told her they now need the XXXX for the contractor. The attorney sent it in. They told her to call back wednesday ( XX/XX/XXXX ) to follow up on funds. On XX/XX/XXXX, attorney called to follow up, they told her they need a letter stating that the contractor is aware and ok with not being on the check and having my attorney pay them in disbursements. They got and sent this letter in the same day. On XX/XX/XXXX, my attorney called to follow up, they said the check was approved today. we requested that they send the check overnight and take the fee from the insurance check. they confirmed it would be done. they said the check would go out in the next 2 business days. On XX/XX/XXXX, attorney called to follow up because the check had not been received, the loss draft department said the check was mailed on XX/XX/XXXX via REGULAR MAIL and that regular mail takes 5-7 business days to get to you. The attorney asked for a tracking number, there was no tracking number done on the check. We continuously checked both of our mailboxes until today when it is the 11th business day. My attorney called into the mortgage company today to see where the check was. They told the attorney they THINK it was mailed on XX/XX/XXXX but that they tried to call me and couldnt reach me so that is why it was not overnighted weeks ago. I called in today as well to tell them to stop pay and overnight the check with my attorney on the line. They said it will be another 7-14 business days for them to stop pay, reissue, and overnight the check. I asked them to overnight it to my attorney and they said they " might '' be able to do that but the girl wasn't sure.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief