Consumer complaint received 2022-08-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SECURITY SERVICE FEDERAL CREDIT UNION
State: TX

Complaint narrative:
Hello, I received a letter from XXXX stating that they received evidence of hazard insurance ; however, that I have a lapse of insurance coverage from XX/XX/XXXX through XX/XX/XXXX, and I " May '' receive a charge of XXXX due to Lender Placed Insurance being added onto my account for the " lapse '' of coverage they claim I had. I can confirm that I did NOT have a lapse of coverage for my property. My prior insurance with XXXX ended on XX/XX/XXXX, and my new policy with XXXX began on XX/XX/XXXX and is good through XXXX of XXXX. 

The frustrating part is that the letter states " thank you for providing evidence of your hazard insurance. We have updated our records to reflect this current information. Our records 'still ' show that there is a lapse of coverage ''. 

I know this is incorrect. When I called to ask if this was the case, the agent on the phone started off very combative and defensive until she realized that there was no lapse of coverage. I advised that since I have had issues with XXXX before, I want a letter stating that I will " NOT '' be charged the XXXX for lender placed insurance. I also want to be provided an escrow history and/or payment history reflecting payments made from to and from my escrow account that aligns to show proof that I will not be charged XXXX because of the negligence of XXXX. 

XXXX already has my proof of coverage, as the letter states. A simple review should be able to identify that my old insurance was cancelled on XX/XX/XXXX, and that my new policy was in place effective XX/XX/XXXX. I understand that XXXX XXXX not have gotten proof of my new insurance policy until after XX/XX/XXXX ; however, there should be a process in place to ensure that fruitless letters such as the letter dated XX/XX/XXXX, never get generated in the first place. 

Furthermore, it is discouraging that I have to call to speak to an incompetent person over the phone in an attempt to adjust my automatic payments from XXXX. The online banking platform for XXXX is seriously lacking luster in user friendliness capabilities. A financial institution as large as XXXX should have a better online platform with an easier customer interface allowing its customers to have better control of how their payments are made. 

When I set up automatic payments last year, the information on the automatic payments letter was incorrectly written, causing my automatic payments to draft incorrectly requiring me to call and request for the automatic payments to be updated. When I spoke to an agent about it, they made it seem as it was my negligence on how the automatic payment was drafted and was my fault for it being incorrectly drafted the first time. 

Lastly, I feel that agents should be able to access an imaging system to be able to see what letters have been generated to the customers. All financial institutions I have worked at allowed for front line agents to be able to access letters sent to the customer so they are more informed. It seems as if XXXX knows their front line employees are unintelligent or incapable of having the power and authority needed to see letters their own company generates. This needs to be abolished. XXXX needs to allow its front line agents to have access to imaging systems that allows them to identify letters their customers received.

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 non-monetary relief