Consumer complaint received 2024-10-12 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
I received notice that the property now required flood insurance. However, it does not, so on XXXX XX/XX/XXXX I faxed the letter of XXXX XXXX ( XXXX ), provided by the XXXX XXXX XXXX XXXX ( XXXX ), that removes the property from zone XXXX  into undetermined zone XXXX I faxed it with the cover letter provided to the fax number listed. I later followed up on XXXX XX/XX/XXXX to ensure we were good to go. They said they never received it, so then I emailed it to the provided email. I then called in again on XXXX XX/XX/XXXX to verify they received it, but they did not due to a loan ID number vs account number issue. So I emailed the XXXX  again with the account number and it was supposed to have been added to the account. I again followed up to ensure the account had been corrected to avoid lender-placed insurance, this was on XXXX XX/XX/XXXX. I was told that the date on the XXXX was too old and we were required to get special flood hazard insurance from XXXX. However, the date doesn't invalidate the document and they are looking at the incorrect dates, etc. Meanwhile, on XXXX XX/XX/XXXX, I submitted a request to XXXX to evaluate the property to remove it from the XXXX percent flood zone that requires flood insurance. I also contacted my insurance company several times attempting to comply with the requirement while it was being sorted out. The insurance companies couldn't insure the property through XXXX as it didn't meet requirements of being in a zone XXXX. Later on XXXX XX/XX/XXXX, XXXX responded to my request for map amendment. They said ( document to be uploaded ) that they didn't need to complete the project as XXXX already existed and was still valid. On XXXX XX/XX/XXXX, I called the servicer again and uploaded this newest correspondence from XXXX and was assured everything was good. Keep in mind, every time I call for some reason there are never any account notes or documentation allegedly available to the representatives so I'm repeating the same info over and over. XXXX XX/XX/XXXX, a XXXX calls me back as I requested from their automated end-of-call survey system. I again explain the situation, the insurance company 's flood insurance problem and the latest correspondence from XXXX affirming the property isn't in a flood zone XXXX. She was helpful and agreed the property wasn't in a flood zone and that maybe her co-workers didn't know how to read the legal description of the property and were looking for the address only. She also said it XXXX take some time for them to update the system XXXX  days and she would figure out what went wrong. Ok, no worries. XXXX XX/XX/XXXX, missed phone call from the servicer no voicemail left for point of contact and subject of call. XXXX XX/XX/XXXX, the deadline for lender-placed special flood hazard insurance is reached, I am still unable to get a private policy as the insurance companies and XXXX XXXX XXXX property isnt in a special flood zone XXXX  due to the XXXX issued XX/XX/XXXX. On XXXX XX/XX/XXXX, I noticed that they had charged our escrow account for the special hazard flood insurance. So I again called just to verify that they were in the process of removing the requirement for XXXX flood insurance. The XXXX didn't know anything about it, any documents I uploaded didn't exist, and any account notes didn't exist. I requested to speak to a higher-level supervisor and none were 'available ' for XXXX to XXXX hours. I again called the servicer to request proof that the property was in a flood zone. They should have a certification from XXXX for the property, they responded they did not have anything available to send for proof. I asked to have all account notes and documentation be sent to me for review regarding this issue, they would not release or had nothing to release. I moved on to calling XXXX, they reviewed the case number against the map and my case number and letter. Again, they agreed the property wasn't in a flood zone requiring flood insurance from XXXX. 

At this point, this has become outrageous and needs to come to an end.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation