Consumer complaint received 2016-06-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
We have already been unfairly foreclosed on. What drove us into foreclosure was wrongfully forced placed insurance charges of {$20000.00} and a sheer lack of incompetency from  Captial One  's customer service of former  XXXX  Customers.     Prior to  XXXX  being purchased we were charged the following amount for FPI :  XXXX  Forced Placed Insurance Charges {$6900.00}  XXXX  Forced Placed Insurance Charges {$6900.00}  XXXX   Forced Placed Insurance Charges  {$6900.00} Total Amount Wrongly Charged - {$20000.00} I provided my insurance information to  XXXX , and they reversed the erroneous charges. When  Captial One  bought  XXXX , the correct information for my account did not get transferred over correctly and we ended up in this situation.     Although we were a little behind on our mortgage,  (  my Mom got sick and passed away. I was traveling back and forth helping take care of her for  XXXX  months while working full time and taking care of my  XXXX  small children and unfortunately a lot of things fell by the way side. ) I know that is n't a valid reason for missing payments, however, it is what it is.     When we were served the foreclosure papers, I immediately called to make a payment to catch us up on our mortgage but what I was told is that the payments were almost triple the regular payment because of old forced placed insurance charges. Although I was frustrated, I thought no big deal ; I 'll just submit the documentation, and they will correct the error.     Had that amount not been part of the equation, we would have had an affordable solution to become current on our mortgage, and the foreclosure would have stopped..which is what we wanted.     What I genuinely believed to be a simple fix ( provide insurance coverage paperwork and receive credit ) became a nightmare of being bounced between  Capital One  departments and people with none of them being able to take care of the mistake. For  XXXX  months I called repeatedly got the runaround and misinformation, no information, request to please resend the information. They even had me call this other organization that was supposedly handing forced placed insurance issues from  XXXX , and that was a dead-end. I tried other processes to seek to get the attention of someone, anyone at  Captial One , who cared an iota and would see the mistake we were being penalized for. Loan modification, other payment plans, etc. to no avail. I was already dealing with the death of my Mom, and once this stress was piled on top, I became complete deflated and depressed and felt utterly helpless to fix this error.     I was naive and honestly thought that the issue would get resolved, I provided all of the information that proved I did n't owe this additional money, as well as bank records indicating that the  FPI accounting  errors were cleaned up when it was still  XXXX .     Yes, I should have gotten a foreclosure attorney earlier, but I did n't because I never imagined the issue would n't get resolved. We were at the mercy of how well  XXXX  companies merge and integrate their systems and in our case ; this information was n't right, and we became a casualty of mismanagement. The toll it has taken on our family financially, emotionally, mentally and physically is beyond words.

Company response to consumer: Closed with explanation