Consumer complaint received 2025-10-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Kentucky Housing Corporation
State: KY

Complaint narrative:
Mortgage Company : Kentucky Housing Corporation ( XXXX ) On XX/XX/year> I was notified by XXXX that the flood policy on my home had been terminated due to non payment. My premium is paid through my escrow, and my mortgage is on autopay and has never been delinquent. I reached out to XXXX and learned that they received a payment check for the premium 37 days late. This is 7 days past the " grace '' period, and my XXXX XXXX had been terminated. I then reached out to ( KHC ) and after several phone calls I was eventually told that they would " credit '' my escrow for {$200.00} for the year 2025, to help me pay for a new premium as this was their error. I was told this before I had gotten a new quote, and when I asked them how they were planning to credit me for the accurate premium once I had received it, and for the remaining 25 years on my mortgage loan, I received no response. The XXXX XXXX  that my previous flood policy was with no longer writes flood policies, so I had to find a new insurance group, and the new flood premium would not include my first time home buyers discounts ect, that I had previously. Since then I have spent an unbelievable amount of hours working through this issue. 

From XX/XX/year> to XX/XX/year> I made XXXX phone calls, and sent XXXX emails to KHC. Each phone call I was transferred to several departments and told to leave a voicemail for a different person each time, which I did, and I never received a return phone call. I have asked to speak to managers, directors, HR, anyone possible to get some answers and I was always disregarded and never received a response. My emails were sent to XXXX XXXX and XXXX XXXX as those were emails given to me by customer service reps. I was again met with no response. On XX/XX/year>, I physically went to KHC 's main office in XXXX KY, where I was told by XXXX XXXX and her supervisor that once I had a new policy in place they would reimburse me for the difference for this year. XXXX issue with this is that XXXX cashed the check the KHC sent them from my escrow, even though my policy was terminated. So I could not open a new policy because KHC no longer had the funds in my escrow. The other issue with this is that they only offered to cover the difference in this years premium, not for the remaining 25 years of my loan. When I asked what assistance I would receive for the remaining 25 years, I was told it was under review. On XX/XX/year> ( the day I physically went to the office ) I was finally given some assistance on getting the check returned to me so that KHC could put it back in my escrow, it would be mailed to my address. Also, on XX/XX/year> I was told by XXXX XXXX via phone call that she would get information to another XXXX XXXX  that KHC works with, and could write a flood policy for my home. I have left XXXX voicemails for XXXX and XXXX emails since then, requesting the information, and again I have received no response. In the meantime I was unable to move forward with a new flood policy as I was waiting for the refund check to arrive from XXXX. 
On XX/XX/year> I received the refund check from XXXX, and mailed it to KHC. From XX/XX/year> - XX/XX/year> I received no further communication from KHC, or from XXXX XXXX since XX/XX/year>. 
On XX/XX/XXXX I received a notice from KHC that a forced insurance coverage was placed on my home with a higher premium, {$2300.00} annually. It is stated the forced policy began on XX/XX/year>. I have included the notice in the files below. 
I called KHC and again, was unable to reach anyone that could help me. I emailed XXXX XXXX and XXXX XXXX, and was told by XXXX that she was " not sure '' why I received the notice. She then asked me to send her a copy of the Insurance policy that I set up with XXXX through XXXX, I let her know, again, that I have never received any response from XXXX and I was told I could not set up a policy because we were waiting on the refund check. XXXX then stated that they had received the refund check prior to this date and I was never notified. 

It is now XX/XX/year> and I still have not gotten this resolved. I have sent XXXX emails to XXXX and XXXX since XX/XX/year> with no response from either party. At this time my home is covered under a forced flood insurance policy, that should not have been placed, with a much higher premium, due to KHC 's negligence and unprofessionalism towards their clients. I am still unable to get a new flood policy on my own, as I can not set it up through my escrow, simply because KHC will not respond to me.

Company response to consumer: Closed with explanation