Consumer complaint received 2019-11-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WAFD BANK
State: WA

Complaint narrative:
On XX/XX/19 I filed my complaint ID # XXXX. On XX/XX/19 I received notice from your agency that my mortgage company Washington Federal had responded to my complaint and that you had closed my complaint. 

I contacted the Insurance Tracking Department at the bank on XX/XX/XXXX to check the status of my complaint and to confirm if any of the actions mentioned in the banks response letter to you had been taken. I asked to speak to XXXX who was the person I had spoken with on XX/XX/XXXX. During that conversation with XXXX she had told me she would contact my insurance company and get my homeowners policy reinstated. She said she would be requesting the additional premium amount of {$1000.00} be credited to my escrow account. That was the amount of the increase in my policy premium because my lender didn't pay my insurance and it was cancelled. The higher premium amount was based on my having a lapsed in coverage and a rate increase in XXXX. My policy renewed in XXXX and if it had been paid out of my escrow account on time I would not be subject to the rate increase. XXXX also told me she would be requesting a credit of the {$2300.00} for the cost of the lender 's policy they had added onto my account in XXXX. She told me she would be calling me back. She did not call me back, She did call my insurance agent and asked her to work on getting my new policy established and to contact them for payment. 

When my agent called the following day to arrange payment she spoke with XXXX. During their conversation XXXX wasn't able to provide payment to my agent and told her that she wasn't sure that they were accepting fault for my insurance not being paid. When I called the bank on XX/XX/XXXX I spoke with XXXX. I explained I had already been speaking with XXXX and it would be much easier to speak with her again. He asked me for additional information regarding my new concerns which were prompted after reading the letter that XXXX XXXX Consumer Compliance Officer submitted to your agency. While I was providing XXXX additional information he was communicating with XXXX through some type of inter-office internal messaging and he told me that XXXX had forwarded my case to their lender services department and it was still pending response or approval. He told me that XXXX would be contacting me. I have not heard from her or anyone else from Washington Federal. I have been told many times over the last 5 weeks that I would be contacted and it just doesn't happen. 

After that call on XX/XX/XXXX I composed a second letter addressing all of my initial concerns as well as the questions raised in the response letter to my complaint to your agency. I am attaching this letter for your to review. I am hoping that my complaint is looked at differently because my lender has not done any of the things claimed in their response letter and they have not contacted me at all. If my house were to burn down they are covered but I am not. I am not willing to continue being uninsured for any hazard/loss that could occur while I wait in limbo for my lender to see that this is an urgent matter and they need to step up and take care of this. I am being ignored and the letter they sent to you is a smoke screen and a waste of everyone 's time. 

IF YOU WILL PLEASE read my responses to that letter you will be better informed. On XX/XX/XXXX I paid {$160.00} to my insurance company so that my home and property is covered so I can rest a little easier. Paying for the insurance creates a hardship for me and will likely add additional issues in the accounting mess that already exists with my account but at least my home is insured now after being without coverage since XXXX. I have not notified my lender that I have secured coverage. I don't want to give them any more reason to drag their feet. I don't want to continue paying the insurance because that is what my escrow account is for. I have spent countless hours trying to resolve this and I am not getting any response. This was their error and they should be responsible for getting this matter resolved. 

The letter I emailed and faxed to the lender on XX/XX/XXXX is attached. 

PLEASE advocate on my behalf!

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 monetary relief