Consumer complaint received 2017-05-04
Company: State Home Mortgage
State: GA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX XXXX Account Manager, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX RESPONSE TO DECLINATION OF HOMEOWNERS INSURANCE COVERAGE Policy # : XXXX XXXX XXXX File # : XXXX Date of Loss : XX/XX/XXXX Coverage : XX/XX/XXXX XX/XX/XXXXXX/XX/XXXXDear XXXX XXXX, I, XXXX XXXX, am XXXX years old, XXXX XXXX XXXX and living on a fixed Social Security XXXX income since XX/XX/XXXX, purchased the property at XXXX XXXX XXXX XXXX XXXX GA XXXX ( XXXX XXXX ) in GOOD FAITH meeting ALL NECESSARY REQUIREMENTS for becoming a current Participant of the GEORGIA DREAM HOMEOWNERSHIP PROGRAM ( Georgia Dream ), while trusting that I was buying my DREAM HOME, along with knowing I would be living in XXXX XXXX  Georgia for the rest of my life, a year and four ( 4 ) months ago ; since I DID NOT PURCHASE A FIXER UPPER HOME, because my closing was delayed four ( 4 ) times, due to alleged repairs and NOW I FEEL LIKE I WAS TAKEN ADVANTAGE OF! Since the XXXX XXXX property is in XXXX XXXX, Georgia, the probability of a tree collapsing and falling on my home is 1000 % because of hurricanes, tornados, severe thunderstorms, floodings, strong winds, lighting strikes and heavy rains, INSTEAD of SUB-STANDARD and PREDATORY COVERAGES like VOLCANO ERUPTION, RIOT AND CIVIL COMMOTION and VEHICLES, when there are no volcanos located within the XXXX  region, especially since there is XXXX XXXX DOLLARS ( {$8500.00} ) to cover the structural damages! For anyone to believe there has not been any hail/wind storms in the state of Georgia since XX/XX/XXXX MUST NOT be a Georgia resident! Two ( 2 ) proposals were submitted prior to theXX/XX/XXXX closing, i.e., Acceptance Insurance my car insurance agency at the time and XXXX XXXX Insurance a required Home Buyer Education class recommendation. I am SHOCKED to know the SUB-STANDARD and PREDATORY homeowners coverage was chosen for the closing, with it not meeting the specific needs of the XXXX XXXX property, in the amount of {$820.00} and an AOP {$500.00} deductible. ( Attachment 1 and Modified Homeowners Declaration Page Attachment 2a & b ) However, I should not be CONNED, FORCED, SLAMMED or TRICKED into a PREDATORY insurance that does not cover my specific ownership needs, along with a mortgage company ( State Home Mortgage ) making payments on my behalf which cultivates this type of PREDATORY COVERAGE! I AM OLDER ; however, I DO NOT LIKE BEING TREATED AS A FOOL or TAKEN ADVANTAGE OF!!!! ( Letter dated XX/XX/XXXX Attachment 3a-d. ) Prior to closing the XXXX XXXX property and taking the advice of my real estate agent XXXX XXXX with XXXX XXXX XXXX XXXX  , XXXX XXXX I paid and actually received a Home Inspection Report ( Inspection Report ) by Qualified Home Inspector XXXX XXXX , XXXX , GA XXXX dated XX/XX/XXXX. XXXX XXXX is not related to me or my family in any way! This thorough Inspection Report is 24 pages and includes photographs, observations, comments and summaries concerning the replacements and/or repairs of the XXXX XXXX property. There are no extenuating damages to the roof at the time of the Inspection Report and notations concerning the roof are as follows according to the TABLE OF CONTENTS : 1. Roofing beginning on page 5, 6, 7 and 2. General Summary on page 21. ( Attachment 4a-h ) A GENERAL SUMMARY is included with additional comments on Page 21 and again, there are NO EXTENUATING ROOF DAMAGES ; however, I am not allowed to review your Field Adjuster XXXX XXXX of XXXX XXXX REPORT comments he made about my roof damages! OnXX/XX/XXXX at XXXX XXXX, I made my first call to State Home Mortgage inquiring about my homeowners coverage and initially spoke with XXXX XXXX who referred me to XXXX XXXX Equity Home Loan Specialist, who told me how XXXX XXXX property did not have any insurance coverage and I needed to take out a personal small loan for any type of home improvements, i.e. ceiling, leaks, gutters. ( Attachment 5 ) Upon homeownership, I have been consistent with maintenance, upgrades, certifications and registrations in the following areas : 1. gutters cleared of debris ; 2. cleared entire overgrowth from backyard and removal ; 3. cut down several trees from backyard and removed debris ; 4. pest control treatments ; 5. installed a burglar door on front exterior door ; 6. installed a 6 foot private fence of 470 yards and wire fence removal ; 7. installed a deck onto rear exterior ; 8. installed 5 ceiling fans ; 9. installed alarm security system with camera ; 10. registered for homestead exemption, and 11. painted exterior walls. Again, I am XXXX years old, XXXX XXXX XXXX and living on a fixed Social Security XXXX income since XX/XX/XXXX and have almost exhausted my life savings with maintenance, installations, certifications, replacing and repairing what I can. Since I DID NOT PURCHASE A FIXER UPPER HOME, because my closing was delayed four ( 4 ) times, due to alleged repairs and NOW I FEEL LIKE I WAS TAKEN ADVANTAGE OF! The closing was delayed four ( 4 ) times and the fifth ( 5th ) time was the charm, due to repair issues and after residing at XXXX XXXX  for seven ( 7 ) months, I discovered how many of the alleged repairs were NEVER MADE just painted over!!!! The same areas captured in the XX/XX/XXXXInspection Report began revealing themselves in XX/XX/XXXX, i.e., gutters. I began doing research for homeowners insurance companies that would meet my specific needs and found XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX by XXXX XXXX XXXX XXXX XXXX Policy No : XXXX ( Declaration Page Attachment 6a-d ) OnXX/XX/XXXX, I received correspondence from XXXX relating to a routine inspection of your property in order to identify any exterior conditions that may affect the safety of your home. ( Attachment 7 ) This letter included the following damages : rotting soffits, fascia and/or eaves that need repair. I began researching gutter companies so I can make the necessary repairs/improvements to the XXXX XXXX property! The above-mentioned letter began my inquiries into making these improvements. I received a bid from XXXX XXXX, XXXX XXXX XXXX XXXX XXXX dated XX/XX/XXXX ( Attachment 8 ) On XX/XX/XXXX, I received correspondence from XX/XX/XXXX stating IMPORTANT NOTICE REGARDING THE STATUS OF YOUR POLICY. This letter insisted I contact State Home Mortgage to ensure the process of my homeowners insurance policy payment for XX/XX/XXXX XX/XX/XXXX for Policy No : XXXX and if payment was not received byXX/XX/XXXX, my homeowners insurance policy coverage would be CANCELLED! ( Notes & Attachment 9 ) Then, I called State Home Mortgage and spoke with XXXX XXXX XXXX XXXX XXXX XXXX, Loan Servicing Specialist Customer Service, who actually shared with me the following : Policy # : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX contact {$720.00} paid onXX/XX/XXXX Prior to this information, I had NEVER RECEIVED any correspondence, policy, renewal or declaration page fromXX/XX/XXXXto XX/XX/XXXX. This is the exact time the REVEALING of the above-mentioned insurance came about and the reasons State Home Mortgage REFUSAL to pay XXXX homeowners insurance policy was exposed. On XX/XX/XXXXat XXXX XXXX, I spoke with XXXX at XXXX and we called XXXX XXXX via conference call to inquire about the discrepancy of homeowners insurance NON-PAYMENT and CANCELLATION on XX/XX/XXXX Allegedly,XX/XX/XXXX NEVER submitted the policy premium to State Home Mortgage was stated. On XX/XX/XXXX at XXXX XXXX I spoke with XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, inquiring WHY I NEVER RECEIVED any correspondence, policy, renewal or declaration page from him and/or XXXX XXXX and he stated how he submitted the renewal to State Home Mortgage because their company PAID THE POLICY and I DID NOT! Pursuant a letter datedXX/XX/XXXX from XXXX XXXX Account Manager, XXXX XXXX ( Attachment 10 ), I have NEVER RECEIVED any correspondence, policy, renewal or declaration page from XXXX XXXX XXXX Third Party Administrator ( TPA ) and/or XXXX XXXX XXXX XXXX XXXX XXXX XXXX and/or XXXX XXXX XXXX until receipt of my homeowners insurance company XXXX XX/XX/XXXXletter IMPORTANT NOTICE REGARDING THE STATUS OF YOUR POLICY notice. In the XX/XX/XXXX letter, XXXX XXXX states,... services of an Independent Adjuster to assist me in documenting your claim by performing a field investigation. This independent adjuster was XXXX XXXX with XXXX, who investigated the XXXX XXXX property on Wednesday, XX/XX/XXXXarriving around XXXX XXXX  spoke about hail damage, my roof looking as if it was put together in parts and how he could stand on the roof and look straight into the windows, along with stating the windows had been installed incorrectly. XXXX XXXX had NO IDEA an Inspection Report was done onXX/XX/XXXXOnXX/XX/XXXXat XXXX XXXX, in tears, I called XXXX XXXX to discuss the heavy rain water flowing through the top of my window frame going into a bucket to stop any further rain water damage to the home, wall and hallway! He stated he cant help me. OnXX/XX/XXXX at XXXX XXXX, in tears, I first spoke with XXXX XXXX ( sp ) and then to XXXX XXXX Supervisor with Georgia Dream, who stated he would look into the matter, get to the bottom of it and get back in touch with me. I explained to him about heavy rain water flowing through the top of my window frame, stopping it with a bucket and how my homeowners insurance has RIOT OR CIVIL COMMOTION and VOLCANO ERUPTION coverages for the state of Georgia, along with {$8500.00} of structural damage coverage. Again, I am XXXX years old, XXXX XXXX XXXX and living on a fixed Social Security XXXX income since XX/XX/XXXX and have almost exhausted my life savings with maintenance, installations, certifications, replacing and repairing what I can. Since I DID NOT PURCHASE A FIXER UPPER HOME, because my closing was delayed four ( 4 ) times, due to alleged repairs and NOW I FEEL LIKE I WAS TAKEN ADVANTAGE OF!! Since XX/XX/XXXX XXXX XXXX XXXX, personal care physician ( PCP ) has questioned WHY my XXXX is at such a XXXX XXXX and insists on my XXXX XXXX XXXX XXXX XXXX to AVOID a XXXX XXXX or XXXX ( XXXX XXXX is not related to me or my family in any way ) I have NEVER paid late, in arrears and/or delinquent in my payments to State Home Mortgage and I dont know what to do, who to speak with or how to stop the deteriorating of my 16-month purchased home, along with the collapsing and/or condemning of the structure due to hail storms, heavy rain water and wind damages to my roof and absorbing throughout the entire XXXX XXXX property. Am I victim of PREDATORY insurance practices, fraud or failure to disclose damages, so I could purchase the property at XXXX XXXX XXXX XXXX XXXX GA XXXX AT ANY COST and having the property condemned because of deteriorating and collapsing weather-related damages to the roof and LOOSE IT WITHIN A YEAR AND A HALF, due to water related exterior/interior structural damages? Regretfully yours, XXXX XXXX XXXX

Company response to consumer: Closed with explanation