Consumer complaint received 2018-06-27
Company: FRANKLIN AMERICAN MORTGAGE CO.
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I received a letter from Franklin American Mortgage that my XX/XX/XXXX payment was XXXX less than the correct payment amount. I called the customer service line and was informed it was due to no proof in insurance, they forced place insurance coverage on my mortgage resulting in a short payment. I subsequently sent them a copy of my contents policy ( HO6 ) with them listed as additional insured. I was informed that they would reverse these charges and my account would reflect everything was normal. 

On XX/XX/XXXX I received a letter from Franklin American Mortgage ( FAM ) company indicating that they did not have proof of insurance coverage. I should provide them a certification of this coverage from the " master policy '' for the condominium association. I called the condo association who gave me the name of our insurance agent who provided me with a copy of the declarations page listing FAM as lean holder. 

My XX/XX/XXXX payment was cashed and it indicated that once again I was short {$73.00}. I called the mortgage company who told me that I did not provide them with proof of coverage for my condo. I asked them to look in their system and the previous conversation regarding the insurance situation. They said they would make the correction and to call them back in 3 or 4 days to verify things were corrected. 

Turns out that FAM was looking for declarations pages for XX/XX/XXXX, not XX/XX/XXXX ( a year and 4 months later ) which no one on the insurance desk or the customer service desk could articulate to me. I did in fact not have my HO6 policy in place for that year and sent in {$880.00} to pay for the forced place policy to clean up my escrow balance. 

On XX/XX/XXXX I sent in my payment of {$1300.00}. This is the payment that I have sent in for the past 4 years. I received a letter about 10 days later along with a check for XXXX saying I was XXXX cents short and they were returning my payment. I immediately sent in another check for {$1300.00}. I received in the mail another letter from FAM saying that they were charging me a late fee for not paying my mortgage on time. 

I called FAM on XX/XX/XXXX and asked them why did my payment go up XXXX cents. The CSR put me on hold, did some research, came back on the line and told me my normal payment was back down to {$1300.00} and that the XXXX cents they added to my escrow account would be reversed. As of the the writing of this complaint, the mortgage still shows the late fee and an escrow balance of XXXX cents. 

My complaint. The customer service line makes comments that they will reverse the situation and correct my escrow account and balances. They continually send me letters that are in direct contrast to what the CSR 's tell you on the phone. My credit has been downgraded, I have been penalized for late interest, my payment went up XXXX cents for no apparent reason. I have once again been promised by FAM that they will reverse all these issues, but have no faith in their promises.

Company response to consumer: Closed with explanation