ComplaintsforKapital Insurance Inc.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Kapital insurance and ***************** did a horrendous job of transferring my mortgage to a new lender and NOT paying my escrow. I have been a homeowner since **** and have NEVER had such a hard time getting someone to explain what is happening with my escrow and WHY.

  

  Business response

  06/22/2023

  Good morning, In response the the complaint in question with ***** and our office. I went ahead and researched what is happening since we are very on top of our emails, files, and clients to insure best  customer service possible. I have attached the screenshot of ************* showing that the loan the client has in non-escrowed with them, that the client is responsible for insurance payments.

  Please note Hmeowners are policies with automatic renewals therefore are billed direct yearly. First  Citizens sends the client a bill approx 45 days before the renewal with copy of the Dec page showing who they are billing for review in accuracy, after this if policy not paid they also send a cancel notice for non-payment so the client is aware. when this notice is sent we also get sent a copy which at this time ***** contacts the client to see what is the reason for the non-payment so we could help.

  COMPLAINT FILED:  Kapital insurance and ***** Suspes did a horrendous job of transferring my mortgage to a new lender and NOT paying my escrow.  RESPONSE: we were never notified by the insured that the mortgage company had changed, when a bank sells the loan to another bank they send a letter to the homeowner which states on that letter that they need to contact their agent to make the change to the new mortgage company. Otherwise we have no way of knowing the mortgage loan was sold to a new lender.

  see below :

  I have been a homeowner since **** and have NEVER had such a hard time getting someone to explain what is happening with my escrow and WHY. I am unsure what insured means by  our office not explaining what happened to her escrow. RESPONSE: this explanation has to come from the lender not us we do not controll the escrow the mortgage company does all we can do is advise the client what they tell us, which ***** did in the email sent to her after she spoke to the lender and they told her client did not have an escrow account. 

  In addition, it is mentioned that client did not pay for the policy last year, this is not accurate the reason why the policy was not paid by her directly was that it was collected at closing and part of her closing fees as stated on the ALTA statement. 

  Please let us know, we are happy to help in all we can we have been in business a very long time and have never had a complaint from anyone to the BBB and in this case it is not something we can control and it is not our wrong doing, 

  I have also left a message to the insured to explain further and advise this is an issue that she needs to address directly with mortgage company

  Thank you in advance and we look forward to your response. Have a great day 

  Customer response

  06/27/2023

   
  Complaint: 20216936
  
  I am rejecting this response because: The company's jobs is to protect me as a client and they failed at their job. I reject their response and ask to make my complaint public on BBB's website for future clients to be aware. 
  
  Sincerely,
  
  *******************************

  

  Business response

  06/27/2023

  I am very sorry to hear the confusion over how your escrow is paid has led to this. We have discussed courses of action with you but it seems you don't want a resolution.

  Last year the policy was paid at title and this year we did bill to your old lender because we were not informed your lender had changed or that they are no longer paying in escrow. There is no way for us to know about your change in mortgage without you telling us or the new lender contacting us directly. Since they are not escrowing the policy, the payment is up to you.

   Your frustration should be with the lender who is not paying, however, sadly you are penalizing us for something we truly had no control over. We went the extra mile of going into your mortgage information via website to try to process the payment. Then we provided you with screenshots on how they are not in escrow. Once again, this is not because of us since we. This is because an issue with the lender and should handled that way.

  We are a family business who do put the client first. We are sorry you don't feel that way, but this would have been the case in any office your insurance is with because the issue is with the lender and escrow payments. 

  Customer response

  06/27/2023

   
  Complaint: 20216936
  
  I am rejecting this response because: The point of my complaint is that I could have been informed of the unexpected invoice much sooner. By the bank, title company, insurance company, realtor etc. This is a major inconvenience that I have to know correct. 
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩