Consumer complaint received 2017-08-12
Company: PLAZA HOME MORTGAGE, INC.
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX, Plaza Home Mortgage assumed my mortgage. I never missed a monthly payment. I am escrowed for property taxes and homeowners ' insurance. On XX/XX/XXXX I bound an insurance policy with a new company due to the current company not fitting my needs. On or just after that date, XXXX XXXX submitted a copy of the policy to Plaza. On XX/XX/XXXX, the day the new policy took effect, Plaza informed me that they had no record of a current insurance policy. They asked that I mail or fax a copy of the policy to their XXXX XXXX post office box despite the fact that XXXX sent a copy six weeks prior. I complied immediately with this request. On or around XX/XX/XXXX, over a week past due, Plaza made an insurance payment to XXXX XXXX which I am not aware is associated with XXXX XXXX. I notified Plaza of this and again they requested another copy of my policy for which I sent both via e-mail attachment and USPS. On XX/XX/XXXX, I received the following communication from Plaza : Thank you for your inquiry regarding your payment. We apologize for the delay in our response. Our records show a disbursement for your XXXX XXXX policy on XX/XX/XXXX, for {$810.00}. On XX/XX/XXXX, our Escrow Department received a letter from XXXX XXXX, stating there was no policy on file and the payment was returned. Currently our Insurance Department is researching the policy to confirm if it has been paid in full. Please provide an updated Declarations Page so we may update our records accordingly. You may send the requested document to the following mailing address or fax number : Plaza Home Mortgage Hazard Insurance Department XXXX XXXX XXXX XXXX XXXX TX XXXX Fax : XXXX I immediately contacted XXXX XXXX who verified that I have a policy with them. The agent conference called me with an agent at Plaza. She claimed that " a check was cut on XX/XX/XXXX. '' She was unable to verify if or when it was mailed or to which address. During the conversation it was determined that an incorrect address for Plaza was attached to my policy. Despite the fact that at least four copies of the policy were sent to Plaza, nobody at the company took the time to review the policy, discover the incorrect address, and notify me. The original address attached to the policy was on-file with XXXX and it corresponded to the address that I have for the company. On XX/XX/XXXX I received a cancellation notice from XXXX effective at XXXX hours on XX/XX/XXXX. I verified via phone that {$810.00} remains due on my insurance. I notified Plaza of this via e-mail with an attached copy of the policy and cancellation notice, but by history, Plaza does not respond to e-mails and if they do, it is weeks after I sent the original.
Further, Plaza
escrowed property taxes with due dates of XX/XX/XXXX and XX/XX/XXXX. On both occasions, Plaza was at least four days late generating a check and I am not sure how long after the check was actually mailed. Lastly, I promptly pay my monthly bills from Plaza. In fact, on several occasions since XX/XX/XXXX, I was early. Plaza has a habit of generating and mailing a bill the day payment is received so on at least one occasion, I received a bill six or seven weeks early. While it seems that Plaza is quick to bill, they pay at the last moment or late.

Company response to consumer: Closed with explanation