Consumer complaint received 2024-11-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: HUNTINGTON NATIONAL BANK, THE
State: MI

Complaint narrative:
This summer, I received a letter from Huntington Bank, my mortgage lender, notifying me that I needed to send them an updated hazard insurance policy for my condo association via an online portal, fax, or mail. I got the insurance policy and uploaded it to their portal. Then I received another letter saying again that I needed to send it or they would purchase a costly policy on my behalf. So, I tried to upload it again but got an error message. I tried many things but never succeeded in getting it uploaded. So, I faxed the policy to the fax number provided. I received no confirmation of receipt. So, I printed it and mailed a physical copy. I still received no confirmation of receipt. I sent a message via their " XXXX, '' requesting confirmation of receipt of the policy, but received no response. I received my escrow analysis. It reflects a previous purchase of the expensive policy and another purchase of that policy upcoming in XXXX. The purchase of these policies has raised my monthly mortgage payment from {$980.00} to {$4300.00}, which will be impossible for me to pay. 

On XXXX, I called their insurance department and spoke to a representative who gave me an email address to send the policy. This email address was not readily available anywhere else. She said that after all the times and ways I had sent it, they still did not have any record of the policy I sent. She said she was not surprised. She said that the policy looked good and that the lender insurance should be canceled within XXXX to XXXX hours but that additional documents may be required to resolve the issue entirely. On XXXX, I also filed a XXXX XXXX XXXX  complaint. 

On XXXX, I received this email : Greetings, Thank you for letting us know about your recent experience with XXXX. I appreciate the opportunity to review your concerns and provide feedback. I have attempted to contact you by telephone to discuss this matter ; however, I have not been successful in reaching you. Please contact me at XXXX. I look forward to speaking with you. Sincerely, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I spoke to XXXX XXXX. He told me that the XXXX XXXX department needed an additional document - The XXXX XXXX XXXX for XX/XX/XXXX through XX/XX/XXXX. I obtained that document and sent it. 

On XX/XX/XXXX I received this email : Dear XXXX XXXX, This email is in follow up to your XXXX Case # : XXXX and is intended to notify you that we are continuing our efforts to address your concerns. In the meantime, if you have any questions or require further assistance regarding this matter, I can be reached at XXXX, or by replying to this email. Thank you for providing me with the opportunity to address your concerns. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Response Team Phone : XXXX On XX/XX/XXXX I spoke to XXXX XXXX several times. First he told me that the XXXX XXXX department could not accept the documents I had provided because the mortgagee was listed " incorrectly. '' I explained to him that, as the mortgagee of my individual unit within XXXX XXXX, XXXX is not the mortgagee for the entire XXXX  ; but that I would call the insurer and see if I could get XXXX listed as a mortgagee. Later, I realized that XXXX never sent me the policy that they had purchased on my behalf. Is that legal? I sent XXXX XXXX an email requesting that policy. I did not receive it. Later that day XXXX XXXX called me and told me that the insurance department had now ok 'd my documents, that the forced insurance would be canceled, and that my payment would be adjusted within 5 days. It has not yet been adjusted. 

This is causing me great stress, has cost me a lot of time, and is now affecting my credit.

Company response to consumer: Closed with monetary relief