Consumer complaint received 2016-03-16
Company: Statebridge Company
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Starting XX/XX/2015 our loan was transferred from XXXX to Statebridge Co. XX/XX/XXXX we received a call from our insurance agent stating that our homeowners insurance has not been paid and was going to be cancelled on XXXX XXXX. We contacted statebridge, as per our agents instructions, and provided them with our insurance information as well as the phone number for our insurance agent. We were also informed by Statebridge that they have no record that our insurance was supposed to be paid through escrow. We were forced to pay our insurance premium in order to avoid cancellation. XX/XX/XXXX we received a second request from Statebridge saying they have no record of us having homeowners insurance and if we did not provide it they would purchase insurance for us. We contacted statebridge, again, and provided them with our insurance information, again. On XXXX XXXX we received a notice stating they have not received evidence of our insurance policy and they have purchased insurance for us. We also received a delinquent notice on our property taxes. We contacted Statebridge again and provided them with our insurance information and informed them of the letter regarding our property taxes. Since statebridge had n't taken action on the insurance in which they purchased, XX/XX/XXXX we had to file a complaint with the better business bureau. A few weeks later we received a letter from Statebridge saying the policy purchased for us had been cancelled. We had also confirmed that the property taxes had been paid. So we felt no need to further the complaint which had until XXXX XXXX to do so. Also since the beginning of the year we have not been receiving our monthly statements from Statebridge. We contacted customer service several times regarding the fact that we are not receiving our statements and each time they say they are looking into it. They tried charging us fees for paying by phone even though the only reason we were making the payment by phone is because we have not been receiving there monthly statements. XXXX XXXX we sent a qualified written request asking for the refund for our homeowners insurance premium that we paid. XXXX XXXX we received another delinquent tax notice for the taxes due the first quarter of XXXX. On XXXX XXXX we sent another letter regarding the deliquent tax notice along with a copy of the notice. XX/XX/XXXX we received a check from Statebridge dated XX/XX/XXXX for {$3900.00} with no letter of explanation besides the check stub saying bill. We contacted Statebridge again and we were told by customer service that the check was for overages in our escrow from 2015 and was unable to tell us why our taxes have not been paid. We were provided a phone number for the escrow department. We have since made repeated attempts by phone and by email to get in touch with the escrow dept and our messages are going unanswered. Meanwhile our taxes have still not been paid and are incurring interest. 

It is my understanding that were supposed to get an explanation of our escrow account at the end of the year which we have not received. We keep putting money into our escrow for them not to make the payments they are supposed to. We have never been refunded for the out of pocket payment we had to make for our homeowners insurance also.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation