Consumer complaint received 2019-04-16
Company: OCEANSIDE MORTGAGE COMPANY
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We Refinanced our home in XXXX of XXXX with Oceanside Mortgage Company. During our Closing, We questioned our closing attorney and our Oceanside Rep about our Taxes ( XXXX County ) and Insurance ( XXXX XXXX and XXXX ) being due in XXXX and XXXX. We have an escrowed mortgage and were assured there would be no problems. Oceanside had all of our Bills in our closing documents, where and what was to be paid by what date. Right after the first of the year I realized our taxes had not been paid. After numerous contact with Oceanside, One of our two parcels taxes were paid. I had to send Oceanside proof that both parcels were on our closing documents before they would research and finally pay the second parcel tax. I then had to contact them again on several more occasions to argue the fact that the interest was their fault and should be paid by them not out of my escrow. That too was finally cleared up by XXXX of XXXX. I was told in XX/XX/XXXX that our Hazard Insurance had been paid. Only to find out in XXXX of XXXX, that Oceanside paid our Insurance 2 months late. The payment was sent back to Oceanside as an overpayment, because our policy had already lapsed. We were not notified of the payment being returned. We were not covered at all from XX/XX/XXXX until XX/XX/XXXX and were unaware. I had to search for other coverage. Due to the lapse in coverage our premium was going to be a lot higher. I was in contact with Oceanside once again numerous times to try to figure out how this was our fault when they had the information on where to send the check and how much to send out of our escrow. I did acquire a more expensive policy through XXXX XXXX. Oceanside reps continuously tried to tell me that they didn't have our insurance company on file. They also stated that XXXX never sent them a bill. It always seemed they were just looking to not take the blame. Our original Insurance premium was {$1100.00}. The XXXX XXXX XXXX is {$1900.00}. Oceanside stated time and again they did nothing wrong and would not be responsible. I paid the difference of the premium of {$680.00} in hopes to keep our mortgage payment the same. My new Insurance Agent specifically sent instructions to Oceanside to only send the {$1100.00} as I had covered the remainder. They sent the entire XXXX and caused a shortage in my escrow. So when XXXX XXXX issued me a refund of the {$680.00} I sent it straight back to my escrow. While I was at XXXX XXXX finalizing the paper work my agent, XXXX, instructed me to call Oceanside Insurance Department to get the XXXX   for my policy. I did as instructed. The lady I spoke with gave me instructions on the XXXX and I wrote it down exactly as she gave it to me. We hung up and I gave it to XXXX. Then my phone rings 5 times in a row. So I finally answer, It was Oceanside Insurance Rep. She was calling me back to apologize and told me she had given me the XXXX for XXXX XXXX XXXX as they handle business for them as well. She corrected her mistake. I asked her I wonder if this is what happened with my first Insurance company. She stated probably so that it happens from time to time. With all of that I pulled my original insurance paper work with XXXX XXXX and   XXXX. Sure enough the address for them to send the bill to is wrong. I called Oceanside today XX/XX/XXXX and questioned the South Carolina address they denied knowing anything about that address and said my insurance company must have came up with that address on their own. We just received a bill from Oceanside stating that they placed their own forced insurance coverage on our property from XX/XX/XXXX til XX/XX/XXXX for {$130.00} and it was taken out of our escrow. I have been in contact with the XXXX of New Jersey, but I didn't have all of my paperwork in order until now. The XXXX  of NJ called me today to let me know my complaint would stay on file with them for 3 years as not settled. As a result of all of this our mortgage payment now will be increased as of XX/XX/XXXX to cover the extra that our escrow was short and the raise in our Insurance Premium. On two different occasions I have called Oceanside Mortgage Company and a Rep from XXXX   XXXX XXXX has answered. The last time this happened I questioned the Rep as to why. She told me they share some sort of phone line and it happens occasionally. I had been on hold for 45 minutes when I got her and had to start all over on hold. This company has shown nothing less of poor customer relations, poor customer service and just down right unfair practices.

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