Consumer complaint received 2023-05-01
Company: CMG MORTGAGE, INC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
THE COMPANY REQUESTED THIS FROM ME FOR RESOLUTION. I HAVE SENT THIS TO THE CMG FINANCIAL VIA REGISTERED MAIL BUT THEY HAVE NOT RESPONDED Research Department XXXX XXXX XXXX XXXX NJ XXXX XX/XX/XXXX On XX/XX/XXXX I received an Expiration Notice from my insurance provider, Homeowners of America, stating that my Insurance Policy was going to expire due to nonpayment of premium. I called the Escrow Department to inquire why my insurance premium was not paid. The agent I spoke with asked for the contact information for the Insurance Agent/Company and they would take care of the rest. He apologized for the mistake and informed me that it would be corrected. I provided the Contact information ( XXXX ) XXXX - XXXX XXXX XXXX. 

I have now learned that as a result of my phone call with the Escrow Department on XX/XX/XXXX that the problem was not taken care of, and in fact, I was forced to buy Force-Placed coverage insurance for my property. My escrow account is now in arrears due to this. Upon talking to several representatives from your company these past couple of days ( 4 agents over 3 hours elapsed time, getting shuffled back into the queue, probably hoping I would get frustrated and quit ), I have learned that the agent that said he would call my insurance agent " attempted '' to call them 3 times and " couldn't get through to anyone ''. However, I have no issues getting through when calling the phone number provided. When you call the phone number, which is the correct contact information for my insurance agent, you hear the following automated message, " Thank you for calling XXXX XXXX XXXX. I'm sorry we're unable to take your call. If this is a lender needing to make any changes or updates or requests, please fax that to XXXX XXXX XXXX. If you would like to speak to someone in the XXXX XXXXXXXX office, press 1, to the XXXX office, press 2. Thanks so much for calling and have a great day. '' It appears that your agent hung up immediately after hearing " I'm sorry we're unable to take your call '' and did not continue to listen to the rest of the message, directing him to a fax number or to correctly press 1 or 2 to speak with an agent. Because if they would have he could have correctly faxed or pressed the correct digit to speak to someone and fulfill their promise. I have no problem pressing 1 and I am connected to XXXX XXXX immediately. Additionally, there was no follow-up with me to let me know that they were unable to contact my insurance agent to receive the information necessary. 

After doing a quick google search regarding the federal laws surrounding Force-Placed Insurance ( C.F.R. 1024.17 ) I found the following : " The servicer doesn't have to continue existing coverage, and can purchase a force-placed policy if it has a reasonable basis to believe that : 1. the borrower 's insurance is being canceled for reasons other than nonpayment or 2. the property is vacant '' It is clear that neither is true. The escrow company knew of the non-payment issue causing the cancellation, they requested company contact information, and I complied with that request. It is evident that the escrow agent did not follow through with their duties. 

I have never missed or paid late on any of my mortgage payments. I fulfilled the request of the escrow agent by providing the information they had asked for, quite frankly, I shouldn't have had to make a call in the first place. My insurance agent has reassured me that all of the bills/letters I received were also sent to the Escrow Department , and since my insurance was set up to be paid via escrow from the very beginning I shouldn't have had to do anything. No change in insurance carrier, no change in policy, no change in the loan servicing, no change in the mortgagee clause, no changes whatsoever. Should have been like clockwork. 

As a resolution to this matter, I would like the difference credited back to me from which you wrongfully charged me {$2300.00} annually instead of my mere {$830.00} annual premium for XXXX. Furthermore, since my insurance was canceled due to your lack of payment, my new homeowner 's policy that I had to buy is now {$1400.00}. So for this 2023 year as well as going forward, I would also like the difference credited to me also. In total, I am requesting {$2000.00} credited back immediately, and {$560.00} credited annually for future insurance premiums. It is completely unfair that I, the borrower who did everything that your agent told me to provide and was reassured that it would be taken care of, be stuck holding the bag for these thousands of dollar mistakes by your escrow department. 

XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation