Consumer complaint received 2024-10-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Fees charged
Company: Acrisure Mortgage Partners, LLC
State: NV

Complaint narrative:
I bought the house in XX/XX/XXXX. Around end of XXXX XX/XX/XXXX, I received a notification from FBC Mortgage that they are increasing my Mortgage to additional {$300.00}, from {$2900.00} to {$3300.00}. I reached out to the loan officer from closing and she just said to call their servicing dept. When I called, the servicing rep said it was due to my insurance renewal of {$2200.00} which made my escrow on a negative. When I asked, why I wasnt informed of the renewal, she said I should be the one to inform them atleast 2 months prior renewal if I am going to make a change. Because she said they make payments 2 months before renewal. The rep said I have the right to look for a new insurance and just request a cancellation and once refunded, just deposit it back to escrow and request for escrow analysis. I then looked for a new insurance and was quoted by XXXX {$1900.00}. I called FBC Mortgage servicing dept again and the rep even offered to do a conference call with the new insurance and the current insurance so they can process it correctly. Then the rep told me to request for an escrow analysis and she said since I got a lower insurance rate that would lower my mortgage payments. The escrow analysis came back but with $ XXXX higher from the XXXX increase of then {$300.00}. So by the total increase was $ XXXX, so from {$2900.00} to {$3500.00}. I called the servicing dept again and asked why my mortgage increased when I already changed my insurance, then they said it was because of taxes and how the loan was first set up. I reached out to my loan XXXX and she asked me to her the escrow statements then she said it was due to property taxes and that I was billed higher, she asked me to reach out to county assessors office and request to change my tax cap to 3 %. I told her that I already sent them the form and just I waiting for the confirmation from the county assessor. I have been paying the increased dues from XX/XX/XXXX to present ( XXXX ). When county assessor confirmed they already made a change, I called FBC Mortgage servicing dept and they said there is already a new escrow analysis done but it will only change to a decrease of {$100.00} that will start by XX/XX/XXXX. They increased my mortgage to XXXX so I am so upset that after doing what they asked me to do, it actually never changed my mortgage and I still have negative escrow. I reached out to my loan officer again, and she offered to do a conference call when I call servicing dept. We spoke to an agent named XXXX, where we found out that the previous reps gave me a wrong information about my insurance. That the one I cancelled was a {$440.00} annual insurance and not {$2200.00}, the previous reps gave me a wrong information so we were escalated to a sup named XXXX with agent number XXXX. He said the XXXX was a force insurance placed in my account because it was in the agreement that a borrower shouldnt have any lapses or a force insurance will be put in place. He said that they received cancellation notice from my insurance on XX/XX/XXXX then reinstatement notice on XX/XX/XXXX but another cancellation in XX/XX/XXXX. So {$2200.00} force insurance was placed in my account in XX/XX/XXXX which made my account negative. He said that they refunded it in XX/XX/XXXX but since I changed my insurance in XXXX, I am back to negative again. I asked how did they renewed my insurance when the last notice they received was a cancellation, he cant give an explanation. I told him that that would be the recourse on this, since FBC reps gave me wrong information but he just said that the agents will be coached. Most importantly, it actually started when FBC placed me on force insurance. I have verified with XXXX insurance that they never sent any cancellations to FBC, that the only cancellation on my account was the one I made in XX/XX/XXXX. When I called servicing to request copies of cancellations that they claimed they received between XX/XX/XXXX to XX/XX/XXXX, they can not provide any. I also found out that they are charging me higher taxes at {$5500.00} instead of XXXX.

Company response to consumer: Closed with explanation