Consumer complaint received 2021-03-18
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PARAMOUNT RESIDENTIAL MORTGAGE GROUP (FL)

I closed on a new home on XX/XX/XXXX. My lender selected a homeowner 's insurance plan for me, which I found acceptable. It was paid in full at closing. In XXXX, I started getting letters saying I did not have homeowner 's insurance and that they were going to force place a policy if I did not buy one. I could not reach anyone on the phone, but was able to contact a rep over their live chat. I pasted the transcript of the chat below, which their website does not allow you to save ( which I find suspect ). Yesterday, I got a letter in the mail notifying me that they force purchased a policy for me in the amount of {$3500.00}, which I will have to pay. I called their customer service just now, and got someone on the phone and he located a THIRD policy that he said they forced purchased. I do not know who they are giving my information to, why they can't locate their own records and they can not explain what is going on. I asked to speak to a supervisor and the representative said it was impossible. I do not have this money to pay them and do not really believe I will ever get it back once they get proof AGAIN of coverage that they purchased in the first place. This is bizarre and very disturbing to me. I asked the rep if this happens often and he said he hasn't had a call like this in about a week. 

XXXX XXXX : Hi, my name is XXXX XXXX. XXXX moment please while I review your question. Please be advised that a transcript of this communication may be recorded for quality purposes. Information obtained from this communication may be used to collect a debt. If you or your account are subject to pending bankruptcy or any obligation referenced in this conversation has been discharged in bankruptcy, this conversation is for informational purposes only and is not an attempt to collect a debt. 
Bankruptcy payments from the Trustee should be mailed to us at the address on the front your statement. 
XXXX XXXX : Good morning XXXX, give me one moment XXXX XXXX : Hi. I received a letter stating I don't haveXX/XX/XXXX insurance, but you bought my homeowner 's insurance and it's an XX/XX/XXXX policy XXXX XXXX : are you still there? 
XXXX XXXX : Yes XXXX XXXX : ok, so can you please tell me what is going on? 
XXXX XXXX : Im still reviewing your loan, thank you for your patience XXXX XXXX : Can verify your property address? 
XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX XXXX XXXX : Ok, all we need is the proof of your XXXX policy, ou were force placed, if you have the proof. You can upload the declaration page to XXXX XXXX XXXX : you bought my policy XXXX XXXX : it's an XXXX policy XXXX XXXX : Its has been forced placed because we never received proof of your coverage XXXX XXXX : what does that mean? 
XXXX XXXX : Do you purchase insurance? 
XXXX XXXX : how could you have not received proof of coverage if you obtained the coverage? I just closed on XX/XX/XXXX XXXX XXXX : you purchased the insurance policy for me XXXX XXXX : We purchased, because you need to have insurance and you didn't have any, you can get your own insurance and the forced placed will be removed XXXX XXXX : ok, will i get reimbursed if I buy another policy? You purchased 1 year of insurance XXXX XXXX : or can i just leave it as it is? 
XXXX XXXX : it is good through XX/XX/XXXX XXXX XXXX : Yes, you would receive a refund XXXX XXXX : that you bought. and now you are sending. me a letter saying it's the wrong kind of insurance and it's expiring XXXX XXXX : so you ARE NOT going to buy more insurance for my property, correct? 
XXXX XXXX : Correct, if you have your own policy XXXX XXXX : yes, that YOU PURCHASED. I think it's fine. It's an XXXX policy, not an XXXX XXXX XXXX : is that going to be a problem? 
XXXX XXXX : i'm just confused that you bought me a policy and are now telling me it's the wrong kind of policy and that you don't have any evidence of it XXXX XXXX : do you see how that might be confusing? 
XXXX XXXX : Not at all, I will send a email to the insurance department, so they can change it to the correct policy XXXX XXXX : ok, so i don't need to do anything? 
XXXX XXXX : No you are good