Consumer complaint received 2017-09-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: WY

Complaint narrative:
I purchased a home in 2015 using XXXX XXXX XXXX  in XXXX, Wyoming. XXXX XXXX did the appraisal work. XXXX XXXX XXXX provided the lender with a Standard Flood Hazard Determination Form. My Mortgage has been sold several times over the past 2 years, and is now with Loan Care. My home owner 's insurance is with XXXX and Flood Insurance is through XXXX. 

I was told in order to get a mortgage on this residence, I had to show proof of flood insurance, which I did. 

I received a letter from FEMA recently stating that my flood insurance will increase 6-18 % yearly, until I get an Engineer 's Certificate, to show the actual risk, then my rates my stabilize. 

I spoke with my County Engineer 's Office about how to get an Engineer 's Certificate. The County Engineer advised me that my residence is NOT in the zone which is REQUIRED to carry flood insurance. He provided me with zoomed in satellite images of my lot and residence, and he was able to layer the FEMA flood maps to show exactly where my home lies, which is NOT in the required area. 

I also located my original Appraisal, which states correctly the flood plane that I am in, which is NOT the mandatory area. 

I provided my Appraisal, along with the copies of the Engineer 's maps to both Loan Care Insurance Specialist, as well as XXXX/Assurant. I requested that my flood policy be dropped and I be refunded. 

I received a response about a week later, with a map included, from XXXX/Assurant. They advised that if any part of my residence touches the AE flood zone, I have to carry flood insurance. The map they provided is poor quality and does not show exactly where the flood zone lie runs, in addition, they are claiming that a yard shed is in the flood zone line, and that is the reason I have to carry flood insurance. 1. it is a stand alone yard shed, not attached to my home. 2. the shed blew down last year and is now located in pieces in my county landfill.

I had my County Engineer zoom in further on his mapping system, and mark the stand alone shed 's former location. I also had my County Assessor 's Office take photographs showing that there is no longer a shed in that location. I again provided this information to both Loan Care and XXXX. 

I then spoke with an individual at XXXX, who completed the Standard Flood Hazard Determination Form. This company was the company who provided XXXX XXXX with the low quality map. I provided this individual the Engineer 's Office photos, and the Assessor 's Office photos. He stated that was VERY clear to him that the shed is not present, the flood zone ran through the area of the shed, but did not touch my residence. He agreed that the Standard Flood Hazard Determination Form was incorrect. He advised he will make his corrections and provide that to XXXX/XXXX. 

I then received an email from XXXX that advised the flood zone MAY touch my back deck, therefore I would still be required to carry flood insurance. 

The deck 's value is about {$1500.00}. I pay nearly {$3000.00} a year in flood insurance, in addition to my homeowners policy. 

My next step will be to have our County Engineer 's Office to go to my residence and measure the distance between my actual home and the flood zone line, as well as measuring the distance from the deck to the flood zone line. 

I feel the original bank was incorrect in overlooking the Appraisal, which shows the correct flood zone information. My mortgage then sold repeatedly due to my continually rising flood insurance. My mortgage payment has gone up dramatically in two years due to the low funds in escrow to cover my flood policy. Now, my XXXX/XXXX   is not being helpful to correct this, neither is my current mortgage company.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation