Consumer complaint received 2022-12-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: ARVEST BANK GROUP, INC.
State: FL

Complaint narrative:
Arvest Bank, previously Arvest Central Mortgage Company ( ACMC ) bought our mortgage on XX/XX/2022. We received a letter stating that our flood zone had changed from X to AE from XXXX on approximately XX/XX/2022, and we were required us to show proof of flood insurance within 45 days of the effective date. The letter was dated XX/XX/2022. Prior to this letter we had received no communications from FEMA or XXXX stating that there was a change to our flood zone. My husband I assumed that the effective date was XX/XX/2022, the date of the letter. 

I reached out to XXXX on or about XX/XX/2022. I was told that I would need to contact FEMA for a Letter of Map Amendment for our specific property. I was also told that XXXX XXXX, a 3rd party company hired by XXXX made the decision that our property was now in a floodplain. I asked that they send me a copy of the letter from XXXX XXXX. I called FEMA, they found no record of a recent flood map change to our community and said that according to the current FEMA maps the community was classified as flood zone X. They recommended that I reach out to the counties floodplain administrator. The Flood Plain Administrator sent me a copy of the XXXX from FEMA for our community which shows our entire community in flood zone X and a letter for XXXX stating that our property is not in a floodplain. I sent this to XXXX. After a two weeks of no response, I called XXXX and was told that they never received my information. On XX/XX/2022 I sent the information to XXXX a second time. My husband and I were away for a week. I contacted XXXX when we returned and was again told that they had not received the information. At that time, I was given a link to upload the information. During this time, I was also collecting the information needed to apply for the Letter of Map Amendment ( XXXX ) from FEMA. I asked each time I spoke to XXXX to speak to a supervisor. Each time they were always busy and I never received a return phone call. 

I contacted XXXX after almost a week of no response and was told that the XXXX for the community and the letter from the Floodplain Manager were not enough to remove the requirement for flood insurance and I still needed to apply for a LOMA from XXXX. A XXXX takes a minimum of 60 days to be issued ; my husband and I bought flood insurance on XX/XX/2022 to meet the 45 day requirement from XXXX. 

After XXXX received our notification of our flood insurance {$1200.00} was deducted from our escrow account to pay for forced flood insurance from XX/XX/XXXX the issue date of our flood insurance. At no time was I told that this would happen. I asked again to speak to a supervisor and again I was told that were no supervisors available and I never received a call back. I asked if the money would be put back into our escrow account once we received the XXXX from FEMA. 

XXXX also raised our monthly mortgage payment for the second time. This time it was raised {$170.00} Our application to FEMA was completed and filed in XXXX. FEMA requested more information from us twice during their review. I contacted Arvest Bank on XX/XX/XXXX. I asked again about a refund to our escrow and was connected with XXXX XXXX, a Resolution Specialist. I gave XXXX all the information on our situation. She said that she would research our claim. When we spoke again she told me that she was told that we had allowed our flood insurance to laps and that is why they needed to deduct money from our escrow. I told her that we were never required to buy flood insurance. She researched our closing documents and found no record of a requirement for flood insurance. She sent our case to the flood insurance department supervisor, XXXX XXXX. I received a phone call from XXXX two day later saying that our flood designation was changed due to the pool cage. I tried to explain that flood designations are based on elevations to no avail. 

We received the XXXX from XXXX on XX/XX/2022. I sent this to XXXX and the requirement for flood insurance has been removed ; however, no money has been returned or refunded. 

We request the following money be returned and refunded : Reduced Escrow : XXXX Flood Insurance : XXXX Survey for XXXX : XXXX Increased Mortgage Payment : XXXX TOTAL : {$2400.00} Additionally we request that Arvest Bank drop the requirement for an escrow account without any fees. To date, our taxes and our home owners insurance have been paid for the year and {$2500.00} remains in our escrow account even after the {$1200.00} deduction. We would like to manage our own home owners insurance and taxes.

Company response to consumer: Closed with explanation