Consumer complaint received 2017-11-07
Company: ZIONS BANCORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX is withholding my Insurance claim check that I received on minor flood damage from the XXXX XXXX. I would like to point out that I do not live in a flood zone and Flood Insurance is not required. It 's optional and I choose to sign up and pay for this on my own to protect myself. The Insurance check is for $ XXXX. The remaining work that needs to be done on the home is texturing, painting, purchase and install of lower cabinets, install new kitchen back splash, install new flooring, and purchase major appliances. This is all work that I can do myself. No contractor is required to do this type of work. This company is demanding that I hire a contractor ( which is completely out of my price range ), they are demanding contractors license ( For this type of work you do n't need a contractors license in the state of Texas ), waivers to be signed by the contractors ( Most company 's will not sign a waiver until they are paid in full ), and signed agreements between the contractor and the homeowner. 
On XXXX/XXXX/XXXX I called regarding my check because it was made out to myself and Zions Bank. The young woman on the phone told me because the check was under $ XXXX all I needed to do was send them the check along with a prepaid XXXX XXXX XXXX Label. They would endorse the check and return the funds using the prepaid label I paid for. 
The check was cashed and placed into a restricted escrow account. 
I contacted them again on XXXX/XXXX/XXXX because I noticed they had not sent the check back using my XXXX XXXX label that I paid for. At this time I was told by XXXX that the account needed to be monitored. I explained to her that I was told the check would be returned and paid for a label out of my pocket. She said she could see that in my notes and that she would have to email a supervisor regarding the issue. 
I called again on XXXX/XXXX/XXXX because I never received a return phone call in the time frame that XXXX provided. This time XXXX told me there are no supervisors to speak to. They are the only ones that can only email them and then the supervisor will return a call to the homeowner. Homeowners can not have access to the Supervisors names, emails or phone numbers. This is when I knew this business was a scam! ( Shame on you Zions Bank - XXXX  bank for using these people ) I called again on XXXX/XXXX/XXXX and spoke to XXXX. XXXX tells me that he can see that my check is under $ XXXX, and tells me to send them a letter stating that I will be completing my own work and request that the funds be released. So I did this ... 
That evening I received a phone call from a supervisor. This supervisor tells me that I 'm not allowed to do my own work on my own home. It 's their policy. I told her to send me a copy of the policy and she then tells me that it 's part of my mortgage agreement. I told hr to send me that and highlight where I agreed to this. She told me she could not send me a copy of my mortgage because she has nothing to do with my mortgage. I argued than how do you know of this said policy and why are you following this policy if you do n't have a copy of the policy? She also said she could not see in my notes where I was told the check would be returned to me on XXXX/XXXX/XXXX. I told her that was a lie. XXXX on XXXX/XXXX/XXXX said it was in my notes. I then asked that they send me a copy of all notes on my file. I was told they ca n't do that either. I then brought up the fact that my major appliances needed to be purchased with those funds. You do n't need a contractor to go to the store to buy major appliances. She tried to tell me that was NOT part of the structure payment and was part of my contents. I told her she needed to read the paper work that they required me to send them. The Insurance Adjuster Summary states that two refrigerators, a stove and a dishwasher were included as part of that structure payment. She told me she would look into that and if that were true she would submit that to corporate from them to review. I 'm not allowed to speak to corporate or explain my situation to them. 
This third party organization is nothing but crooks! They have lied to me multiple times. They will not release any of my money no matter what I send them. I 'm now going to have to find a lawyer to help get what little money I need to rebuild my home. I 'm going to have to use my contents money to rebuild my home and pay for legal fee 's and pray I get this check so that I can re-purchase needed furniture, clothing, bedding ... I hope they sleep well at night in their own beds under the roof they pay for. I do n't get to sleep in my home ... I no longer own a bed ... Jumping from hotel to hotel and eating fast food for every meal is no picnic or a vacation.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation