Consumer complaint received 2018-05-15
Company: DHI Mortgage Company
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX we closed on the purchase of a home from XXXX XXXX. We utilized their lender for the purchase, DHI Mortgage. Instead of paying a monthly PMI premium we elected to pay for an upfront refundable mortgage insurance premium because we felt the home values in our area were going up and that we would put in landscaping and upgrades to the home to achieve 20 % fairly quickly. We paid at the time of closing {$12000.00} for the upfront refundable mortgage insurance policy. 

XX/XX/XXXX- I emailed XXXX XXXX and XXXX XXXX our contacts from DHI to obtain contact information on our upfront refundable mortgage insurance premium. 
XX/XX/XXXX- contacted XXXX XXXX he said he wasnt able to get the information anymore it would be with his loan servicing department or I could contact our title company XX/XX/XXXX- I contacted our title company. XXXX XXXX, was not able to provide a certificate or proof of payment for the upfront refundable policy. They stated the lender was paid or rather they withheld those funds from their wire. 
XX/XX/XXXX- contacted XXXX to understand what the process is to have the PMI need reviewed. I was told that there is no active PMI policy for my loan. I asked if I could have the contact information for the PMI department. 
XX/XX/XXXX- I emailed XXXX Loan administration XX/XX/XXXX- received an email back from XXXX that there is no active PMI on my account. With an hour of getting their email, I responded letting them know that I purchased an upfront mortgage insurance policy. I never heard back from them via email. 
XX/XX/XXXX-When I called in on the standard line for DHI Mortgage they told me that they transferred everything over to XXXX. XXXX has no record of mortgage insurance since XX/XX/XXXX ( may have been XX/XX/XXXX ) XX/XX/XXXX- I spoke with XXXX from DHI servicing department who was working with her accounting manager, XXXX ( refused to give a last name ) and XXXX XXXX to get in touch with XXXX and they will give me a call back. 
XX/XX/XXXX- I followed up the current status to XXXX XXXX who said they had asked the XXXX XXXX  to research and get back to us as soon as possible. 
XX/XX/XXXX- I received a call from XXXX XXXX , National resolutions customer service at DHI who said she would be my primary contact going forward and she would email me her contact information. She had said a mistake was made and they did not have a certificate showing a refundable policy. She acknowledged that she knew we were suppose to have a refundable policy. 
XX/XX/XXXX- After not receiving her contact information via email as discussed I called and left a message for it. I then received contact information and an email letting me know she would contact me once she had a resolution. 
XX/XX/XXXX- I emailed checking back in for a resolution. I received a response saying that they heard back from the XXXX XXXX and they are allowing them to pay an additional premium to convert my coverage to refundable. That they just need to regroup with a manager at XXXX and determine who could assist me with my cancellation request once the revised coverage is in place. 
XX/XX/XXXX- I requested copies of the insurance polices XX/XX/XXXX- I emailed XXXX and let them know DHI Mortgage says I do have a policy and that they transferred it to them. I requested them to get back to me. No response back via email. 
XX/XX/XXXX- After speaking with XXXX on the phone she agreed to send the certificates to me but said they had just sent payment to XXXX XXXX so the revised policy wouldnt be in effect until the premium was posted. I was suppose to get a follow up email with contact information to XXXX but have yet to received that as of this evening XX/XX/XXXX XX/XX/XXXX- called DHI three times today and received voicemail each time. 
XX/XX/XXXX- Called and spoke with XXXX supervisor who again stated they do not have a mortgage insurance policy on my loan. They show that it was waived and there is no information in the loan origination notes about a mortgage insurance policy. They suggested I may want to reach out to an attorney or the company who issued the PMI policy XX/XX/XXXX- Called XXXX   XXXX, they said they show the policy but that it is still insuring DHI Mortgage which is unusual if my loan was sold.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with non-monetary relief