Consumer complaint received 2018-02-12
Company: National Asset Advisors, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
1. Per the attached Tax and Insurance Account Disclosure Statement, ITEM A, dated XX/XX/XXXX, from XXXX XXXX XXXX  : Referencing the following : `` COUNTY & TOWN and HOMEOWNERS INSURANCE '' " You Have a surplus of {$5600.00} '' " WE ARE SENDING YOU A CHECK FOR THIS AMOUNT '' " New Payment Effective : XX/XX/XXXX : {$500.00} '' *We called National Asset after we received this letter and check to verify that was accurate. We were told that the letter was accurate and that the check amount payable to us was correct. 

2. Per attached Tax and Insurance Account Disclosure Statement, ITEM B, dated XX/XX/XXXX, from National Asset ADVISORS , LLC : Referencing the following : HOMEOWNERS INSURANCE , COUNTY & TOWN, TAXES, MISC., CITY TAXES. 
" You have a shortage of {$100.00} '' " WE HAVE DECIDED TO COLLECT THIS OVER 12 MONTHS '' " New Payment Effective : XX/XX/XXXX : {$910.00} I spoke with XXXX, on XX/XX/XXXX, at XXXX ( Email : XXXX ), and she said the the letter dated XX/XX/XXXX, was a mistake and we should not have been mailed a check for {$5600.00}, because our Tax and Disclosure did not previously include City Taxes so we are making the correction. 
She added that we should questioned them, in XX/XX/XXXX as to why the City Taxes were missing from the Tax and Insurance Disclosure Statement, and that we should have known that we were not entitled to the " surplus check. '' I asked XXXX why the XX/XX/XXXX disclosure statement is from XXXX XXXX XXXX, as referenced in 3. below, and she did not know why. 

I asked XXXX, " If the XX/XX/XXXX Tax and Insurance Account Disclosure Statement was WRONG, how do I know that the Tax and Insurance Account Disclosure Statement dated XX/XX/XXXX is CORRECT? '' She repeated that we should questioned them, in XX/XX/XXXX as to why the City Taxes were missing from the Tax and Insurance Disclosure Statement. 

I told XXXX, " No offense, but based on the Tax and Insurance Account Disclosure Statements, and Proof of Insurance and Escrow issue that has occurred more than once, as per 3. below, it does not appear that national Asset Advisors , LLC knows how to properly calculate our mortgage. 

She said that I would have to take this up with the Manager of the Servicing Department, XXXX XXXX. I requested his email : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- 3. Recent emails with National Asset Advisors , LLC to prove that we have Insurance and that it has always been in Escrow : From : Client Support <XXXX> To : XXXX   <XXXX> Sent : Mon, XX/XX/XXXX XXXX XXXX Subject : FW : THIRD REQUEST - National Asset Advisors Loan Number XXXX - XXXX XXXX - PROOF OF INSURANCE ATTACHED Hello XXXX, thank you for your insurance submission on behalf of National Asset Advisors. Our records show current insurance was updated on your loan on XX/XX/XXXX but listed mortgagee as XXXX XXXX XXXX   instead of National Asset Advisors therefore notices are being sent requesting that correction. 

I have confirmed with National Asset Advisors loan is ESCROWED. 

Please do not hesitate to contact the Insurance Department at ( XXXX ) XXXX if you have any questions. 

Thank you for your assistance on behalf of National Asset Advisors Insurance Center. 


From : XXXX XXXX [ XXXX : XXXX ] Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX Submitmyinsurance XXXX Subject : THIRD REQUEST - National Asset Advisors Loan Number XXXX - XXXX XXXX - PROOF OF INSURANCE ATTACHED Dear National Asset Advisors, Can you please reply as previously requested? 

Thank you -- -- -Original Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX ; XXXX XXXX Sent : Mon, XX/XX/XXXX XXXX XXXX Subject : Fwd : National Asset Advisors Loan Number XXXX - XXXX XXXX - PROOF OF INSURANCE ATTACHED Good Afternoon, Per the attached and email below, can you please confirm : 1 ) Receipt of the Proof of Insurance.

& 2 ) That the insurance will be in escrow with our mortgage as it has always been since our original mortgage with XXXX over 20 years ago? 

Thank you, XXXX XXXX -- -- -Original Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX ; XXXX XXXX Sent : Tue, XX/XX/XXXX XXXX XXXX Subject : National Asset Advisors Loan Number XXXX - XXXX XXXX XXXX PROOF OF INSURANCE ATTACHED Re : Loan Number XXXX - XXXX XXXX - PROOF OF INSURANCE Dear National Asset Advisors, We thought this matter had been resolved last year when we provided you with proof of insurance. At that time you assured us that our insurance would be in Escrow with our loan as it always had been.

The insurance on our loan was also in Escrow and last year National Asset assured us this our insurance would be in Escrow with our loan as of XX/XX/XXXX. 

So we were not happy to receive the attached, threatening letter, again. Also attached is a copy of our insurance for XXXX XXXX XXXX, XXXX, NY XXXX. 

Please confirm receipt of the Proof of Insurance, and please also confirm that this matter is resolved and that National Asset Advisors requires nothing further from us at this time. 

I am also requesting that all contact with us please be made by Email and U.S. Mail, going forward. 

I appreciate it. 

Regards, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation