Consumer complaint received 2023-08-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: AMERICAN INTERNET MORTGAGE
State: WA

Complaint narrative:
We refinanced with AIM loan ( closed XXXX of XXXX ), we set up escrow so they would pay our taxes and insurance so we wouldn't need to worry about that. XXXX got a letter from AIM of insurance expired. In XXXX they paid the insurance but shorted the payment and caused a late fee. They did not correct it, I paid the shorted amount of {$180.00} on XXXX. Then they did not pay the premium of {$1100.00} when it was due ( XX/XX/XXXX ), I paid the premium in full to prevent being cancelled, later they paid XXXX XXXX for the premium. They didn't reimburse me for paying it, however they put on my statement that they did on XXXX. I filed a complaint with XXXX  then they responded ( I have the letter for reference if needed ) and then reimbursed me {$1000.00} on XXXX and another check for {$98.00} on XXXX because they shorted me on my reimbursement with the first check. XX/XX/XXXX I contacted XXXX to see if our insurance was paid, it was due on the XXXX. It had not been paid at that point. I checked again on XXXX it still had not been paid so again I had to pay it out of pocket to prevent being cancelled. 
We received notices of cancellation in XXXX, XXXX, XXXX, then in XXXX my insurance agent contacted me saying that if we get cancelled again we will not be reinstated, so I paid our premium to prevent that happening.

AIM always claims that they pay early but nobody ( XXXX or myself ) see a check for way too long for it to have been sent when they say. 
I contacted AIM recently ( forgot to write down the date ), I had received a check for excess escrow money in the amount of {$1000.00} ( not the amount I had paid, so this was not reimbursement ). I was asking for reimbursement, and trying to get escrow cancelled. They broke the contract by not paying the bills when they were due. I was told that to get out of escrow I would have to pay them 2.5 %. I talked to their insurance dept. and was told they can't find any of my records before XXXX of XXXX. I was told that they would call me back the next day ( evening ), I waited by the phone and they never called. I looked at my closing docs. and on page 4 of 5 of the escrow disclosure it states that we can cancel escrow but then we are liable for paying these amounts on our own. It does not say we will be charged any fees for doing that. 
I again contacted them on XXXX because there had been a problem with my payment and I wanted to talk to them about all these issues. I asked to speak to a manager, he was helping someone else and said he would call back by end of the business day. Again I waited, and no call. 
I am now asking for full reimbursement, interest on the unauthorized loans they got from me, loan origination fees like they would charge, late fees for every month they hold my money, and payment for my time going through records and waiting for the calls they promised and didn't fulfill. I also would like the federal government to do a full audit on this company followed by a class action lawsuit. I believe full heartedly that if they are doing this to us they are doing it to thousands if not millions of other clients.

Company response to consumer: Closed with explanation