Consumer complaint received 2017-12-02
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: AMERICAN INTERNET MORTGAGE (NC)

On XX/XX/XXXX I paid in full {$1600.00}, for my new flood insurance policy through The XXXX XXXX XXXX. I paid using funds from my personal checking account. Not from my XXXX ( mortgagee ) escrow account. 

My old FEMA policy was due to renew on XX/XX/XXXX. The new policy replaces the FEMA policy. 

On XXXX XXXX, I faxed XXXX the new flood policy ( purchased through The XXXX XXXX XXXX, serviced by XXXX XXXX ), the receipt for payment and a request to not renew with FEMA. 

On XXXX XXXX I followed up the fax with an email to Aimloan, requesting verification that they received the documents. 

On XXXX XXXX I again followed up an email to XXXX, requesting verification that they received the documents. 

On XXXX XXXX I again followed up with an email to XXXX, requesting verification that they received the documents and specifically stated I 'm trying to avoid a double payment. Do not distribute funds from my escrow, the policy is already paid in full. 

On XXXX XXXX, XXXX distributed funds in the amount of {$1600.00} to XXXX XXXX. This resulted in a double payment for my flood policy. 

On XXXX XXXX XXXX sent me a email ( attached ) stating that XXXX received the new flood policy. They did not address the escrow payment for the flood policy. ( the double payment ) XXXX has repeatedly stated that it is my responsibility to recover the funds from XXXX XXXX. The check is a XXXXXXXX XXXX XXXX ( XXXX ) check, so requesting a refund has been virtually impossible. 

I have documented over 20 calls to XXXX, with additional calls to XXXX XXXX and XXXX XXXX XXXX in attempt to recover the {$1600.00}. 

As of XX/XX/XXXX, I have not been able to recover the {$1600.00}. 


Some of the documented phone calls are below : XX/XX/XXXX : Call XXXX XXXX. XXXX : Spoke to XXXX XXXX. He said I need to call XXXX to get the money back even though the check was issued from XXXX XXXX  XXXX. Noted that XXXX issued a refund check in XXXX. Openeing a request to find where the check is. 

XX/XX/XXXX : Call XXXX XXXX. XXXX : Refund was approved by insurance company on XXXX/XXXX/XXXX. Told to call back in 10 days for an update. 

XX/XX/XXXX : Call XXXX XXXX. XXXX : Spoke to XXXX. Call told me to call back in 10 days to get another update. 

XXXX XXXX : Call XXXX at XXXX at XXXX. 
- Agent directed mot to call XXXX Claims status Line. 
- I spoke with XXXX. Verified the Check Number and that is was cashed on XXXX XXXX by XXXX XXXX. XXXX then transfered me to XXXX, which is the XXXX XXXX XXXX. 
- XXXX XXXX XXXX stated that the policy has expired. He was looking at the old flood policy. 
- I called the XXXX XXXX XXXX XXXX. I was told to call XXXX. 

XX/XX/XXXX : Call XXXX XXXX. Spoke to XXXX : XXXX : XXXX sent XXXX a 2nd request for refund on XXXX XXXX. 
XXXX sent XXXX a request for refund on XXXX XXXX. 

XX/XX/XXXX : XXXX - Send me a copy of the check cashed by XXXX XXXX. 

XX/XX/XXXX : Call XXXX XXXX to get copy of cashed check. - Told to call back in a couple of days to speak to the " research '' department. 

XX/XX/XXXX: Call XXXX XXXX to get copy of cashed check. 
They said I need to call XXXX and ask about the policy number ( make sure it 's correct ), and who I need to talk to at XXXX to get a refund. 

XX/XX/XXXXXXXX XXXX : 1. Called XXXX XXXX, They told me to Call XXXX XXXX. 
2. I called XXXX XXXX, they said they 'll only talk to an XXXX Agent. 
3. I called XXXX, spoke to a supervisor ( ). They say I need to contact XXXX XXXX myself to have the funds returned. 

Called XXXX : XXXX XXXX says Check sent to XXXX XXXX XXXX Check XX/XX/XXXX ( so the flood agency has recieved 2 payments ) XXXX XXXX XXXX XXXX. Called Aimloan, they could n't do anything. 

XX/XX/XXXX Called The XXXX XXXX XXXX. They stated they need a copy of the cashed check ( from XXXX ) in order to recover the payment from XXXX. 
I called XXXX. They hung up on me. 

XXXX Call XXXX to find where XXXX is. XXXX in insurance dept. XXXX hung up on me. 


XXXX Call XXXX to find where {$1600.00} is. They " updated '' the new flood policy information, then gave me the wrong phone number to call about a refund.