Consumer complaint received 2024-04-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Midwest Loan Services, Inc.
State: NC

Complaint narrative:
I purchased a condo as a second home/rental in XXXX of XXXX. I purchased through XXXX XXXX  and once the loan was handed off to be serviced by Midwest Loan Services ( MLS ). 

In XXXX and in XXXX I received letters from MLS stating that I needed to provide proof of flood insurance. 

In XXXX and XXXX I asked my agent at XXXXXXXX XXXX XXXX XXXX to assist and help get this resolved. XXXX helped as that info was provided in the loan application process. The insurance policy for the condo HOA was provided by XXXX XXXX XXXX which was then sold to XXXX XXXX in either XXXX or XXXX. 

XXXX  provided the insurance in XXXX and again in XXXX. Both years required numerous letters and efforts to get the issue resolved. Even after this was supplied MULTIPLE times, I continued to get letters form MLS stating that they needed the information. It was clear that MLS is incompetent in connecting my HOA insurance to my Loan. 

In XX/XX/XXXX, I once again received letters from MLS and was asked to send the information to MLS at the following email XXXX. I reached out to XXXX XXXX  to get a coppy of the Certificate of Insurance for the HOA which is fully sufficient. 
On XX/XX/XXXX I sent the policy as well as the contacts at XXXX XXXX to the email so the issue would be resolved. 

I heard nothing more until this last week I received a letter from MLS stating that they were going to have to provide me Insurance at the cost of {$3800.00} which is well above market rates! 
Today ( XX/XX/XXXX ) I called the MLS call center today and the agent I spoke with ( XXXX ) told me there was no record of my insurance on file. I asked her to check the email I sent on XX/XX/XXXX and she stated that she has no access to the email alias but those emails process in 5 days which should have been by XX/XX/XXXX. 
I then escalated to speak to a manager and XXXX came on the call for MLS. I explained my total frustration with their firm and asked her to check the email where the document were sent on XX/XX/XXXX. She stated she has no access to that email. I asked her as a manager, to please escalate to the team who does have access and she was unable to do that. She stated she has no access to anyone inside MLS to check the email. Instead XXXX asked me to fax the document to her at " Fax # XXXX Attention XXXX ''. I have no access to a fax machine so I asked my agents at XXXX and AXXXX XXXX to see if they could do so. XXXX at XXXX XXXX did fax it to XXXX today and I have a copy of the confimration that the fax was recieved. XXXX noted that this is rediculous and I should consider speaking to my lawyer and as well file a complaint with CFPB. 

At the very least, this shows complete incompetence by MLS. Worse yet, this may potentially be a predatory effort to sell overpriced insurance. I am absolutely disgusted with MLS and I would like this matter investigated by CFPB to help get this officially resolved.

Company response to consumer: Closed with explanation