I am reporting FirstKey to the Consumer Financial Protection Bureau because they have remained unresponsive to my many requests through their online message center ( which promises response within 48 hours ) and several of my phone calls to customer service over the past few months. I switched homeowner insurance providers back in ate XXXX 2015 and since then have been paying for my homeowners insurance out of pocket. My new insurance company XXXX XXXX XXXX submitted all forms to FirstKEy verifying that this is so ( twice now! ), yet FirstKey has failed to follow up on my requests to adjust my monthly loan amount to deduct for the fact that homeowner insurance payments should no longer be rolled into the amount due for my monthly mortgage payments. I have messaged them many times in writing and I have called on XXXX different occasions and talked with a customer service agent to try and get the issue fixed. The agents never follow through once we are off the phone and so I am still being billed for the homeowners insurance. I need someone to help me escalate. This is the third company my loan has been sold to since I bought my first home in XXXX and they are the worst. Please help me! 
Thank you. 
