Consumer complaint received 2026-05-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Nexus Nova LLC
State: OK

Complaint narrative:
On XX/XX/year>, I contacted my mortgage servicer/insurance department about changing my homeowners insurance provider from XXXX XXXX to XXXX. I asked what was needed, provided the XXXX quote information, and asked whether any coverage amounts needed to be changed. On XX/XX/year>, I purchased XXXX homeowners insurance. The XXXX policy became effective XX/XX/year>, with coverage beginning XX/XX/year>. The annual premium was {$1300.00} and the payor type was escrow. Shortly after this, my prior XXXX XXXX renewal was canceled. On XX/XX/year>, I emailed the servicer again and advised that I had tried calling their phone numbers multiple times without success, that I had already canceled the XXXX XXXX policy, and that I had started the XXXX policy. I also sent proof of insurance. On XX/XX/year>, the servicer responded and instructed me to upload the insurance declarations/renewal documents through ihaveinsurance.com/myrosegate and said to allow up to five business days for processing. I submitted the insurance information through that system. On XX/XX/year>, I emailed the servicer because I received a refund check from my prior insurance company for the canceled renewal policy. I asked whether that refund needed to be deposited back into escrow and whether my monthly payment would change. On XX/XX/year>, the servicer responded that my escrow account had a negative balance and that depositing the refund into escrow would help prevent a possible monthly payment increase. I then asked for the exact minimum amount needed to keep my monthly payment from changing while still covering taxes and the new homeowners insurance. On XX/XX/year>, the servicer stated that the escrow balance was negative {$1100.00} and that an escrow analysis had not yet been completed. Based on that information, I later paid {$1100.00} into escrow, which the servicer later confirmed was received on XX/XX/year>. On or around XX/XX/year>, I received further insurance-related paperwork even though I had already provided proof of active insurance. I emailed the servicer again and asked them to update their system so we could avoid unnecessary paperwork. On XX/XX/year>, the servicer acknowledged receipt of my request and said a case owner was being assigned. On XX/XX/year>, despite my prior submissions, the servicer stated that the XXXX Department had not received my updated insurance policy information. The servicer again told me to contact the Insurance Department or submit the documents by email, fax, or online upload. The same email also confirmed that my {$1100.00} escrow payment had been received and applied. Also on XX/XX/year>, the servicer issued an escrow analysis showing my mortgage payment increasing from {$1000.00} to {$1600.00} beginning XX/XX/year>. The analysis showed a claimed escrow shortage of {$5000.00}. The escrow history included hazard insurance disbursements/entries of {$1900.00} and {$3600.00} in XX/XX/year>, plus an additional anticipated hazard insurance entry of {$3600.00} in XX/XX/year>. This appears to charge or account for hazard insurance incorrectly, including amounts far above my actual XXXX annual premium of {$1300.00}. On XX/XX/year>, I sent a written Qualified Written Request / Notice of Error under RESPA. I again provided proof of homeowners insurance by email and through the portal. I specifically requested written confirmation that my insurance was accepted, removal of any improper force-placed insurance charges, correction of my account, a clear itemized explanation of the payment increase, the exact lump-sum escrow amount required to maintain my prior payment, and a corrected escrow analysis. On XX/XX/year>, I received confirmation from the insurance document processing system that my insurance submission was received and was assigned reference number XXXX. On XX/XX/year>, I also emailed the servicer screenshots showing that XXXX said the escrow payment had not been collected and that payment was past due. I provided XXXX reference numbers showing prior submissions, including a XX/XX/year> submission and a XX/XX/year> submission. On XX/XX/year>, the servicer again responded that the insurance payment had not been made because the XXXX Department supposedly did not have a copy of my current declarations page or policy. This was incorrect because I had already submitted the documents multiple times. On XX/XX/year>, I again emailed the servicer and insurance department, stated that the documentation had already been submitted repeatedly, and provided reference numbers for submissions dated XX/XX/year>, XX/XX/year>, and XX/XX/year>. I attached proof of insurance and the policy declaration again. On XX/XX/year>, I received another confirmation from ihaveinsurance.com that my documents had been received, with XXXX reference number XXXX. I also received another document processing confirmation referencing the proof of insurance and policy declaration attachments. On XX/XX/year>, the servicer stated that a case had been opened with its customer advocacy team. On XX/XX/year>, I received a document processing response stating that the insurance document was received and resulted in Policy pending payment. Since then, the mortgage company has paid XXXX for the homeowners insurance, but my account and payment still have not been corrected. My account still appears to require me to pay for hazard insurance/force-placed insurance amounts that were wrongfully purchased or included in the escrow analysis, despite my active XXXX policy and repeated proof of insurance submissions. The mortgage payment increase has not been properly corrected, and the servicer has not provided a clear corrected escrow analysis or accurate itemized explanation. I also attempted to call the phone numbers provided by the servicer and insurance department multiple times during normal business hours. The calls either led to automated rerouting, went nowhere, or went to voicemail. I attempted to leave voicemails, but the issue still has not been resolved. I am requesting that the company immediately correct my account, remove or reverse all improper hazard insurance/force-placed insurance charges or escrow entries, issue a corrected escrow analysis using the correct XXXX premium, correct my monthly payment, provide an itemized explanation of all escrow transactions, and confirm in writing that my active homeowners insurance has been properly applied. This summary is thorough but may not be fully comprehensive of every interaction with the mortgage servicer and insurance department. I did not record the contents of voicemail messages left, and I have not individually listed every attempted phone call, date, or phone number used while attempting to contact the company. Additional documentation, call logs, emails, and supporting records can be provided upon request.

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