Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:02/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is my mortgage company, they were contacted by me and told I was switching homeowner insurance companies. The new agent contacted them and sent in all paperwork needed, the old agent sent in all paperwork needed. Yet, they still paid the wrong company and the wrong amount.
When I called in to have the matter corrected, I was told, I would have to do all the work and that I would need to refund the money as well. Horrible customer service, The CEO refuses to respond as well. I just want the correct amount paid to the correct company.
Business Response
Date: 03/28/2024
Thank
you for bringing this matter to our attention. Our borrower concerns are of
utmost importance and we are committed to resolving them as promptly as
possible. We have carefully reviewed all of the events and communications
regarding this issue and have provided a brief outline of the events as they
have occurred:
1/12/2024
- Invoice received for borrower's original homeowners insurance policy
2/7/2024
- Letter received from borrower's original homeowners insurance policy stating
that it needed to be paid by 3/2/2024 or that it would be cancelled.
2/8/2024
- Borrower's original homeowners insurance paid from borrower's escrow account
2/9/2024
- Borrower contacted mortgage servicer to alert them of insurance change.
Mortgage servicer explained to borrower that the original policy had been paid
and also what they needed to do in order to correct the escrow account and how
the escrow analysis would work.
2/10/2024
- Received cancellation from original homeowners insurance company
2/26/2024
- New homeowners insurance paid
2/27/2024
- New homeowners insurance documents uploaded into borrower account
2/29/2024
- Phone call from corporate servicing department to borrower in an attempt to
explain the previous activity.
3/28/2024 - Assurance Financial's Servicing Coordinator called and spoke with his previous insurance agency Stillwater, and
they advised the refund for premium was sent out to him on March 8 , 2024, and the check was cashed on March 18 , 2024. They will be sending over the check image
showing he has cashed the check
We
take all borrower feedback seriously and have worked diligently to address all
issues you raised. We value our borrowers and will continue to work through to
proper resolutions.Customer Answer
Date: 03/28/2024
Complaint: 21269738
I am rejecting this response because:This company made the mistake after being told multiple times about the switch. They paid the wrong company and refused to deal with it. Made me deal with it and refused to correct my monthly payment. I have contacted an attorney and will also be advising the state about how they conduct business.
As for the phone call i got. They did nothing to correct the issue. More to blame me for it and to jump me about reporting them. Horrible customer service.
Sincerely,
****** *****
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