Consumer complaint received 2018-04-20
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: NATIONWIDE ADVANTAGE MORTGAGE COMPANY (IA)

My complaint is regarding XXXX XXXX disrupting my home insurance claim reimbursement process due to their transfer of service to a third party for the final portion of my claim that is nearly completed after beginning the process with XXXX XXXX in the summer of XX/XX/XXXX. 

On XX/XX/XXXX, our home sustained hail damage which required a roof replacement as well as repairs to siding, decking, screens, etc. We have been working with XXXX XXXX on processing this claim and following our written agreement and their step-by-step instructions. XXXX XXXX has completed the reimbursement process for the roof replacement, screens and some smaller items. We have been in the midst of processing the remaining balance of {$7700.00} with XXXX XXXX for primarily the final decking and siding repairs that I will be completing shortly. I have been told by XXXX XXXX that any remaining dollars can be returned to me via check, applied to a home improvement project, or applied to the principle balance of our mortgage. 

On XX/XX/XXXX we received notice that XXXX XXXX would now be using a loan servicing company named XXXX to facilitate our mortgage payments in addition to the remaining balance of our claim. The transfer of service date was XX/XX/XXXX. 

I called XXXX on XX/XX/XXXX. The representative was able to set up our recurring mortgage payment and auto-withdrawal. 

Unfortunately, when asking about the hail damage claim, the representative referred me to a yet another third party company site ( XXXX ) to finalize our claim. I have now called multiple times to their customer service line, working through the extensive phone tree only to have the phone picked up and immediately hung up. XX/XX/XXXX is also claiming via email several times ( XX/XX/XXXX, XX/XX/XXXX ) to not have a record of my claim check in their system. Their website does not indicate any status updates for my pre-existing claim. I have read plenty of reviews of the third party company XX/XX/XXXX that indicate I will not find customer service at the top of priorities for this company. 

At this point, none of the three companies are responding to my written inquiries. Here are the dates of my inquiries that have not been responded to, with attachments of the written emails. 

XXXX XXXX : XX/XX/XXXX, XX/XX/XXXX XXXX : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX : XX/XX/XXXX phone calls that were deliberately disconnected ( there is no written customer support available ) It is frustrating that XXXX XXXX would outsource the last steps of my claim not only to XXXX, but XXXX with the understanding that the transfer of claim service would be this dysfunctional. Further, it is not acceptable for a bank with the slogan " XXXX is on your side '' to disregard their customers ' inquiries directly, while utilizing third parties that are not consistent with that philosophy. My understanding is the final balance for remaining repairs is owed to me in order to complete this process. At this point, no party ( XXXX XXXX, XXXX, XXXX ) is  claiming to have this money that is rightfully mine as the homeowner. I have never missed a payment with either XXXX or XXXX as the servicer of our mortgage. I would like quick resolution on this matter as our family needs to complete these repairs and move on.