Consumer complaint received 2023-07-28
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Movement Mortgage LLC (FL)

Hello, This complaint is regarding Movement Mortgage and their improper servicing of my XXXX XXXX XXXX XXXX ( Loan Number : XXXX ). 

I believe Movement Mortgage may be targeting me with unfair & unethical business practices, and I believe this may need to be investigated. 

For almost a full year now ( beginning XX/XX/XXXX ), I've been receiving threatening letters in the mail from Movement Mortgage containing categorially false information about my Mortgage Loan XXXX. 

The first several letters falsely stated that my Homeowners Insurance Policy had expired and that they ( Movement ) required immediate proof of coverage or they would proceed with purchasing a policy on my behalf and at my expense.

I promptly replied to Movement Mortgage and provided all evidence of proper Homeowners Insurance coverage. Additionally, I notified Movement Mortgage that the property has always had coverage, and that there have never been any lapses or any issues whatsoever, and that I can see for myself via the Movement Mortgage Payment Portal, that my profile does in fact reflect proper Insurance Coverage. 

I received several more letters with the same threats. I tirelessly worked in good faith to continue reaching out to Movement Mortgage via their Customer Service process, providing all documentation over and over again, explaining that all Insurance Coverages are in place and I don't understand what the issue is. 

Finally, in XXXX of XXXX, a XXXX at Movement Mortgage shared with me the actual issue they were seeing on their backend records. Apparently there was never an issue of Expired Coverage or Lapse of Coverage on their end ( even though that's literally what the letters were accusing me of ). The CSR explained and confirmed that they do in fact see the current/active Homeowners Policy, but that the Policy has a different " Named Insured '' than myself. 

This was the first time in 8 months of receiving threatening letters where someone took the time to tell me what the " actual issue '' was. 

I didn't dispute the fact that there is a different " Named Insured '' on my policy, as title to the property is held in a properly structured wholly-owned LLC ( my wife and I are the sole owners of the LLC, with the LLC structured as part of our long-term estate planning strategy ). 

I further explained to Movement Mortgage, in detail, that we conducted the Title Transfer into our LLC via the process outlined in section D1-4.1-02 : Allowable Exemptions Due to the Type of Transfer of the XXXX XXXX Servicing Guidelines . Everything 100 % above board and compliant.

Movement Mortgage acknowledged my explanation and asked for me to provide specific documents regarding the legal structure of our LLC so that they could " Transfer '' the Loan Docs to the name of the LLC on their backend to resolve the " Named Insured '' discrepancy/mismatch.

I provided all documentation promptly, and Movement Mortgage processed the Loan Transfer to the LLC quickly, and provided me a written confirmation.

Movement Mortgage then sent another confirmation in the form of email, stating that all is cleared up now and their backend records have been updated, and that there were no more " issues '' with my loan, the insurance documentation, named insured, etc.

All done, good to go, finally solved.

Spoke too soon. Movement Mortgage is now back up to their old tricks, sending me a letter dated XX/XX/XXXX falsely accusing me once again of " Invalid Proof of Insurance '', due to a " Named Insured '' mismatch, and again threatening to buy an additional Insurance Policy on my behalf and at my expense. ( It seems to me that if Movement Mortgage follows through with a threat to buy additional Insurance when they know full well the property is FULLY Insured, might be a fraudulent and unethical action ).

Once again, I'm now caught up in the vicious cycle of contacting Movement Mortgage 's Customer Service center trying to re-explain everything in detail. They refuse to give me an explanation as to why this is happening. 

Yesterday ( XX/XX/XXXX ) I believe I may have discovered a key driving factor here which may potentially be a form of Fraud / Unethical business practice : As I'm still working the process ( over and over again ) to contact Movement and clear up this mess they've created, I receive a COMPLETELY SEPARATE solicitation from Movement Mortgage 's in-house " Movement Insurance Team '' , offering to sell me their own in-house Home Insurance Policy for the home.

This instantly hit me like a ton of bricks. Is Movement continually harassing me about my loan and sending threatening letters with false information in an attempt to get me to drop my current insurance carrier and instead purchase insurance through Movement Mortgage? If this isn't considered Fraud or Unethical, I believe it may be a conflict of interest at the very least.

I feel I've exhausted every avenue to resolve this issue with Movement Mortgage directly, but unfortunately I believe I'm being taken advantage of at this point and would sincerely appreciate someone stepping in on my behalf to help address this issue.

Additional information/context for reference : We did transfer title of the property into our wholly-owned Estate Planning LLC o ( To complete this process, we strictly followed the XXXX XXXX guidelines outlined XXXX XXXX XXXX : Allowable Exemptions Due to the Type of Transfer ( XX/XX/XXXX ) ( fanniemae.com ) ) Subsequently, we contacted Movement Mortgage to transfer the loan to the LLC, which Movement Mortgage quickly processed and confirmed None of these actions have adversely impacted/affected the DEED OF TRUST / Security Instrument, or the fact we are still personally liable for the note & repayment. ( This loan is performing, all payments on time, never a late payment or issue whatsoever from our end ) None of these actions have adversely impacted/affected Movement Mortgages lien/interest in the property, which is secured by the DEED OF TRUST, and the existing Homeowners Insurance Policy clearly structured with Movement Mortgage as 1st Lien Holder.

Furthermore, there is no requirement on either the Note or DEED OF TRUST specifically dictating that the Named Insured on any Homeowners Policy must match the names on the original loan documents. The requirement doesnt exist Everything done to the letter, all in complete compliance with XXXX XXXX servicing rules. 

Please note : we have always had the appropriate insurance coverage on the property. Never a lapse, never a loss of coverage, never any issues. The insurance policy is in the name of the LLC, as the LLC is the legal owner of the property ( per the Fannie Mae process above ). The Policy clearly lists Movement as 1st Lienholder, protecting their interest in the property. Properly structured LLCs are quite literally designed to separate the entity from the individual, and to provide clear distinctions as to avoid any co-mingling. For me to put my own name as " Named Insured '', on an insurance policy for a home that isn't owned in my name, would be pointless and counterproductive, while also literally defeating the purpose of the LLC structure itself.

I believe Movement understands all of the above, and I haven't broken any rules or defied any written requirements. On the contrary, I've done everything to the letter, taking great care to ensure all compliance requirements are met. Movement has acknowledged this in the past. This is why I believe I'm being harassed and need help. Thank you so much in advance.

Prior ticket numbers I've submitted with Movement 's Customer Service for reference : XXXX Most Recent ( I received acknowledgment of the issue, but never any follow up / follow-through whatsoever ) XXXX XXXX XXXX