Consumer complaint received 2021-05-18
Company: Alabama Housing Finance Authority
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Mortgage company is ServiSolutions ( Alabama Housing Finance Authority ). Previous homeowner 's insurance company is XXXX XXXX. On XX/XX/2021, I called to let XXXX know that I had canceled my homeowner 's insurance policy with XXXX XXXX. I then proceeded to provide XXXX with all of the relevant documentation for them to pay my new homeowner 's insurance policy with a different company. After nearly a month passed, I did not see where my new insurance company had been paid for my new policy. I called XXXX and they told me that on XX/XX/2021, the finance team processed a payment of {$620.00} to XXXX. I was told that their finance system did not show the flag on my account that my XXXX policy was canceled, so they paid the invoice to XXXX instead of the new company. After calling XXXX several times in late XXXX, I then found out from XXXX during a XX/XX/XXXX phone call that they paid XXXX {$620.00} and they paid my new insurance as well for the {$620.00} ( that was the amount of the new policy ). So I am now out of {$620.00} in my escrow because of a duplicate payment for homeowner 's insurance. XXXX told me they would call back in 48 hours with more information on how to resolve this. XXXX  never called back. I called XXXX XXXX the week of XX/XX/XXXX and they told me that they never received a check, nor cashed it, nor applied anything to my account for the canceled policy. I called ServiSolutions on XX/XX/2021 as a follow-up to my XX/XX/XXXX call and was told that they had to check with the bank to see if the check to XXXX cleared. Today, XX/XX/2021, ServiSolutions tells me that they issued a bulk check to XXXX XXXX ( the check was cashed ) for several homeowner 's insurance policies and that XXXX may have applied my {$620.00} to another homeowner 's account!! XXXX then told the ServiSolutions representative that they would look into this - so the ServiSolutions rep provided documentation of the bulk check that was sent and cashed some time ago ( the ServiSolutions rep said the check was cashed a while ago ). I called ServiSolutions back on XX/XX/XXXX for written documentation ( emails ) about what was discussed between them and XXXX but apparently the ServiSolutions rep was now out of the office. I then called XXXX XXXX on XX/XX/XXXX and the rude representative tells me that there are no notes on my account that the mortgage lender called, or that a payment was applied, or that a check was cashed for insurance policies and possibly applied to the wrong account. So apparently XXXX knows nothing. I called ServiSolutions back on XX/XX/XXXX have asked about making a formal complaint at ServiSolutions but was told that I should give them until tomorrow morning before they would let me speak with a manager to file a complaint. XXXX has been telling me since XXXX that they would resolve all of this, and it is still unresolved. I have been under a great deal of stress because of this problem and have had to visit the doctor numerous times and/or take off work.

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 explanation