Consumer complaint received 2023-03-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: SC

Complaint narrative:
Regarding : Flood policy : XXXX XXXX XXXX : XXXX On XX/XX/XXXX I signed into my mortgage account with XXXX. At that time I saw that the flood insurance had not been paid from the escrow. 

I called the company who covers the flood insurance XXXX XXXX XXXX XXXX XXXX and spoke with the front desk. The front desk said they would transfer me to my agent XXXX because it looked like there was a problem. 

I was transferred to XXXX at XXXX XXXX XXXX who said she would handle. She tried to update then said it was too late to pay at the previous rate. She said the policy had expired the day before. She stated that she has emailed me and that she has called me. I told XXXX I had not received anything and asked her what email she had for me. She then stated -- oh I don't have an email or telephone number for you. I then gave XXXX my email and telephone number. 

I was then quoted a price greater than three times the amount of my previous payment. 

I told her I would call her back which I did and left a message for her to return call. 

I called the mortgage company who said they had submitted a request from the agent multiple times and had not received an invoice. 

XXXX sent an email with a copy of billing notice dated XX/XX/XXXX for {$640.00} which she said had been sent. 

I didn't receive bill and I probably would have ignore bill if I received because second page of notice regarding premium notice states " If you have already submitted or if your mortgage lender pays your policy premium from an escrow account, please disregard this notice. '' I then reached out to XXXX who said they didn't have anything. I called XXXX at XXXX XXXX 's office and merge the calls questioning both on why my insurance wasn't paid. I have told them both at this time from my prospective this looks shady I questioned the integrity. XXXX quote a price of {$1900.00} and asked if I wanted to pay. I thought I would, but then realized the financial burden was not mine. My loan payments should cover the charges and I didn't not cancel my policy. 

My policy was cancelled due to XXXX not making a payment. I asked XXXX with XXXX to send me the information which she sent via email. Of course I did not make payment because my escrow is to pay. Asked XXXX if she could have XXXX XXXX return my call. 

On XX/XX/XXXX XXXX XXXX with XXXX returned my call. XXXX XXXX said my flood information was entered into the required system. I believe he said it was mymortgage.com as required and that XXXX didn't make payment. Insurance was not paid by XXXX so I do not have coverage that my escrow with XXXX should have paid before XX/XX/XXXX. 

I had called XXXX on XX/XX/XXXX and spoke to XXXX who stated that XXXX would pay the bill when received. 

The problems are : My mortgage payment increased in XXXX. The reason stated by the XXXX was to cover taxes and insurance. 

My flood insurance in XXXX was {$560.00}. The copy of notice sent to me that was due XX/XX/XXXX was {$640.00}. 

The new figure ( after XXXX didn't pay ) is greater than {$1900.00} That would be a cost greater than {$35000.00} for the remainder of the loan. If I live to be XXXX ( my grandmother was XXXX when she passed ) that would cost me greater than {$65000.00}. 

I sent all this information to XXXX on XX/XX/XXXX and still have not received satisfying solution. I received a letter saying I must have flood insurance. 

I would have flood insurance if they had paid the bill. 

I have checked escrow account this month and they still haven't paid flood insurance. I have continued to make regular principal, interest and escrow payments based on the original amounts prior to their mistakes. They have attempted to refund the escrow amounts to coverup their negligence but I haven't cashed any of the checks. 

I received quotes today and the flood insurance continues to go up ( {$2300.00} ). 

XXXX needs to find a solution that requires no financial burden to me. 

Regards, XXXX XXXX

Company response to consumer: Closed with explanation