Advantis Credit Union

Complaint: [redacted] I am rejecting this response Based upon this response we decided to go directly to the CEO of Advantis Credit Union to address our concerns and see if we could seek a resolution However, this does not seem to be the case Our complaint was forwarded to the VP of Retail Lending who responded to our concerns by not wanting to address the issue of the expiration of the day rate lock Yes, we signed the rate lock documentation but during the entire process there was no mention that the deadline was close Yes, we bear some of the blame However, Advantis Credit Union bears some responsibility as well Nowhere during the chains of e-mail was there any options provided to us about what we could do to expedite the process Had we known that the time frame would be outside of the original agreement we would have take action sooner The agency failed to information us in a timely manner The agency was well aware of the state wide average time frames for getting appraisal complete and failed to inform us In addition, they stated that they were only willing to offer us a concession ($ gift card) since their agency sent a "blank check" for the appraisal fee What the VP of Retail Lending missed was that we paid the fee Not them Upon hearing this information, they stated that this justifies them not getting involved and not interfering with the process I would disagree We paid the fee because we were asked to do so We did not chose the appraiserAdvantis Credit Union chose to have the referrals made and seem to imply that the lack of follow through for the appraisal to get completed timely was our fault How could it be our fault when throughout the process it was implied that we should not worry Had we made aware of the impending deadline (during the chain of e-mails) we would have asked for a sooner date The VP for Retail Lending continued to offer us their concession even though she was made aware that we had paid the fee ($550.00) It was also stated that they were offering the concession fee to us as we had admitted that we were responsible for some of the blame During the entire conversation, there continued to be implication that we were to blame for this entire process In addition, since we had made the decision to terminate our application, therefore there was not justification for the process not to be completed timely We made the decision to terminate our application as we had asked Advantis to work with us and the response was that they were not willing to work with us to honor the original agreement We either had to pay the fee (.125%) or agree to a the new rate (which was higher)We continue to ask that the agency to contact us about our concern to reach a resolution Sincerely, [redacted] ***

Dear Mrand Mrs***, Thank you for taking additional time out of your day related to your continued correspondence with the Revdex.com and Advantis Credit Union Upon review of your most recent correspondence, it appears that some additional clarity related to the actual loan application time-line and the correspondence between Advantis, Appraisal Valet Inc(AMC) and yourself during that time would be of some value The following is the chronology of events/correspondence from August 5, (receipt of the loan application) to October 16, (withdrawal of the loan application): · August 5, at 3:PM: you were notified that your application for your refinance transaction had been received and that you would be contacted and offered “ a rate lock and (be informed of the) next steps ” · August 7, at 12:PM: a “Needs List” of supportive documents was sent to you (Rate not yet locked) · August 13, at 4:PM: The loan was submitted to Underwriting for your refinance credit approval (Rate not yet locked) · August 18, 2016, you sent an email asking what you would need to do to lock the rate for a possible closing on 8/or 8/ · August 18, at 8:PM: An email was sent to you wherein it stated in part “ It is taking about days to close on a refinance in this market ” and the email provided an overview of the entire loan process At the end of the description, the email stated “This whole process can take days or so ”You were also asked to give your approval on locking your rate(Rate not yet locked) · August 19,at 9:AM: Additional loan disclosures were sent and signed The INTEREST RATE LOCK AGREEMENT states “ I choose to lock my loan at the rate and terms indicated above and agree that the mortgage interest rate will be held until the expiration date (October 17, 2016) I understand that I must close my loan on or before the lock expiration and if your loan is rescindable ( referring to the 3-day rescission period for a refinance), it must close at least business days prior to (the) rate lock expiration” The agreement also states “Lender assumes no liability for losses or damages due to delays caused by you or third party providers that impact the interest rate expiration date.” You signed and returned this agreement(Rate is locked) (Appraisal not yet ordered) -- (Day of day rate lock) · August 24, at 8:PM: A reminder email was sent to you and said in part “ you need to open a membership with Advantis before we can order the appraisal ” (Appraisal not yet ordered) · August 25, at 3:PM: Your new Advantis membership was opened and at 7:PM $appraisal fee sent to (AMC) Appraisal Valet Inc (AVI) (Appraisal ordered) – Day of 60-day rate lock · August 30, Appraisal Valet acknowledged our appraisal order and advised that it was taking longer than to process appraisal request but they would provide an update soon · August 31, at 1:PM: You inquired as to when you should expect contact from the appraiser At 1:PM, You received an email response which stated in part “ Appraisers are extremely backed up ( and the expectation was) that you (wouldn’t) hear from them for up to 10-days ” – Day of 60-day rate lock · September 15, at 11:AM: You sent an email voicing your concern that you had not yet heard from the appraiser and asked if you should worry At 11:AM, an email response was sent wherein is stated in part “ (do) not be worried at all (The) Steam (will) ask the appraiser to contact you as quickly as they can ”We sent asked Appraisal Valet for a status on your order · September 16, at 11:AM: The appraisal and the home inspection is scheduled for 1:– 2:PM on October 5, –Day of 60-day rate lock · September 28, at 12:PM: You inquired as to the expected closing date An email response was sent wherein it stated that Advantis could not give you an anticipated closing date “ until (Advantis) receives the appraisal ” – Day of 60-day rate lock · October 14, at 8:PM: Appraisal was completed and you were sent a copy via an email attachment In addition you were notified of October 17, rate lock expiration and the options that were available to you – Day of 60-day rate lock · October 16, at 3:PM: Your loan application was withdrawn pursuant to your request While I appreciate you perceived that our communication was lacking, given the above referenced time-line as well as the correspondence/information your received from Advantis, we kept you updated and did all that we could do to move the process along without breaching the “The Home Valuation Code of Conduct” referenced in my prior correspondence Your disappointment in the fact the appraisal took so long to obtain is understandable but completely outside of Advantis’ control That’s why I suggested that if you still believe you are entitled to a refund, you contact “Appraisal Valet Inc.” (the AMC) The AMC’s contact information is: · Appraisal Valet Inc (AVI) [redacted] It is my sincere hope that the above referenced information provided the clarity you sought If, in the future, you are in need of any additional banking needs, I do hope you will think of Advantis Credit Union as we are a non-profit, full service financial cooperative dedicated to meeting the financial needs of our members and the communities we serve Sincerely, Mike J [redacted] Director-Mortgage Lending

Advantis Credit Union has investigated the complaint submitted by Mrand Mrs [redacted] and determined that the late fees charged on the loan are correctOur records show that the borrower on the loan is Mr [redacted] and that our Loss Prevention department has made multiple attempts to contact him via phone, email, and US mail, advising him to make contact, dating back to Mr [redacted] is encouraged to contact Trevor H [redacted] , Director of Consumer Lending ( [redacted] ), or Jason H [redacted] ( [redacted] ), Loss Prevention Manager, so that he can work towards a resolution

Complaint: [redacted] We am rejecting this response because we feel that we are not provided with sufficient information regarding the refinance process by your office We understand that Advantis Credit Union cannot influence the decisions of the appraiser However, your office has the capability of letting the appraisal company know when an appraisal needs to be completed by in order for the loan to be processed and completed by a certain time frame If the appraisal cannot be completed in the necessary time frames, an applicant should be notified about this to ensure their understanding We had initiated several e-mail conversations to the person we were working with regarding our concerns about the time frames and scheduling The response we received from your office was not to worry It was mentioned in one e-mail exchange (dated 8/31/16) that it would take 10-days before we heard from the appraisal company We still had not heard from the appraisal company by September 15th and intiated another e-mail conversation with our concerns The response we got back was "I would not be worried at all! But, I will reach out to my Setup Team who orders the appraisal and ask them to let the appraiser contact you to get that scheduled as quickly as they can." We were contacted the same day and the appointment was scheduled for October 5th On September 28th we attempted to contact your office again to get an idea of when our loan would close The response we got back at that time was "I cannot give you an anticipated/expected closing date for the refinance until we receive the appraisal and your file has gone back through our underwriting department." Had we been properly informed that by the time the appraisal would have been completed the rate lock on our loan application would have expire and we needed to either agree to a new rate lock or pay a fee (.125%) we would have terminated the refinance process We initiated a e-mail to your office on October 14th as we had not received a copy of the apprisals or any contact from AdvantisThis was when we were advised that it was beyond the timeframe needed to complete the original refinance process We asked Advantis Credit Union to see if they would honor the original rate lock as it was not our fault the process was not completed timely The response we received was that this was not possible and either had to agree to a new rate lock or pay the fee (.125%)Based upon this information, we decided to terminate our application In your e-mail to us, you have stated that the average time frame for completing an appraisal for a home of our size would be to calendar days Had we been given this information from the beginning of this process we would not have proceed with the refinance with Advantis Credit Union, nor would we have paid the appraisal fee as requiredWe would have chosen to go with a different lender We do not agree with your recommendation that contact AMC to obtain a refund for our appraisal fee Nor should we have to address our concerns with them when this information should have been provided to us at the beginning of the application process Sincerely, [redacted] and [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Monitor Medical did provide supplies to beneficiary without the required insurance pre-certification and the insurance subsequently denied payment 12-31-for date of service 12-18- Monitor Medical, in working with insurance and beneficiary re-filed for retro-authorization in and
then in 2016, however, insurance plan denied stating medical necessity was not established Patient did receive an automated statement for the balance due in error since the balance had not been written off within in the system Monitor Medical apologizes for the submission of the statement and any undue stress this has caused Mr*** Balance with be cleared within the system.Thank you, Tammy ***CSR Manager

Complaint: ***I am rejecting this response because:
We haven't received any phone calls, emails, or letters in the mail at least for the last yearsWe have been paying more than the minimun payment for about a year, hoping to pay off the loan faster, and all we have been paying is a late fee without even knowingWe think that is not right that the fee doesn't appear when you look the details of the payments in the websiteWe look the payment detail eveymonth and never realized that we were being charge a late paymentThe chargers should be transparent and showed in the account summary, or somewhere in the account, but is not thereI reviewed the inbox in the account and is empty, so an email had never been sent regarding the late fee
Sincerely,*** And *** ***

December 21,
Revdex.com
P.OBox
DuPont, WA
RE: Complaint ID ***
Mr*** complained that Advantis incorrectly force placed insurance coverage on his home on 12/5/2015. Mr*** stated that, upon request for proof of coverage, he had hand delivered a copy of his policy to our West Linn office on October 16, and the policy was emailed to our Consumer Loan department.
After investigation of the matter we agree that Mr*** was incorrectly charged for force placed insurance coverage. Our records show that we did receive proof of adequate insurance on 10/16/2015.
We use a third party service to help us with insurance tracking and force placed insurance coverage. As per our process, we forwarded via U.SMail proof of Mr***’s insurance coverage to our service provider. Unfortunately, our service provider did not receive the documents and, therefore, obtained force placed coverage
We have resent proof of coverage and, as of today, the force placed policy has been cancelled and Mr*** was not charged for the coverage
We regret this unfortunate event and the inconvenience it caused Mr***
Sincerely,
Casey F*Director of Mortgage LendingAdvantis Credit Union

Dear Mrand Mrs***,
Thank you for the opportunity to service your mortgage borrowing needs. While it is unfortunate that we were unable to facilitate your loan request, upon learning of the substantive issues relayed in your correspondence with the “Revdex.com” (Revdex.com), it
appears that some clarification may assist you in understanding the mortgage loan process and the role Advantis plays.
There are many rules and regulations that govern the mortgage lending industry; Far too many to outline hereAlso, there are many facets of the loan process that lenders like Advantis can control Unfortunately, there are just as many facets we cannot control. The appraisal process is one of them Of the rules that govern the appraisal of a property within the loan application process, perhaps the most significant is “The Home Valuation Code of Conduct”
“The Home Valuation Code of Conduct” states is part “…No employee, director, officer, or agent of the lender, or any other third party acting as joint venture partner, independent contractor, *** *** ***, or partner on behalf of the lender, shall influence or attempt to influence the development, reporting, result, or review of an appraisal through coercion, extortion, collusion, compensation, instruction, inducement, intimidation, bribery, or in any other manner including but not limited to… any other act or practice that impairs or attempts to impair an appraiser’s independence, objectivity, or impartiality…”
Given the aforementioned, Advantis is prohibited from intervening in any way that a reasonable person might construe as coercion. Lenders are therefore required to maintain a strict level of impartiality. In order to maintain this high standard of compliance and impartiality, many lenders (including Advantis) have done away with the use of “In House” appraisers (appraisers that work directly for the lender) and have opted to utilize outside third party “*** *** ***’s” (AMC’s) that have no ties to the lender thus allowing the lender to maintain a strict level of impartiality. The use of AMC’s, while it solves one problem, creates another in that the borrower is often left with the impression that the fees that are charged (in your case $550.00) are levied by the lender when in fact the fee is charged by the AMC and paid directly to the AMC
As market conditions have created far too many appraisal requests with too few appraisers to handle the workload, the completion times for the appraisal reports have gotten worse As of today, the average time, Statewide, for an average home (br, ba, approx1,sq.ft.) is 47-calendar days. It is not uncommon for appraisals to take 90+ days to complete
We, as your Credit Union, must ensure that the integrity of the loan process be maintained at all times. An integral part of maintaining that high level of loan process integrity is making sure the appraisal process be maintained strictly as an unbiased “third party” assessment of the subject property’s value. That said, I might suggest you contact the AMC directly to voice your concern over the amount of time it took to complete your appraisal and to request a refund
The contact information for the AMC that conducted your appraisal is:
Appraisal Valet Inc. (AVI)
***
***
As Advantis Credit Union is a Full Service - Non-Profit Financial Cooperative, we take great pride in our high standards of member service. We hope you found the above referenced information helpful and that it provides the intended level of clarity. Once again, thank you for allowing Advantis the opportunity to serve your mortgage borrowing needs and we hope you will think of us in the future for all of your banking needs
Sincerely,
Mike J***
Director, Mortgage Lending

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Advantis Credit Union has investigated the complaint submitted by Mr. and Mrs. [redacted] and determined that the late fees charged on the loan are correct. Our records show that the borrower on the loan is Mr. [redacted] and that our Loss Prevention department has made multiple attempts to contact him...

via phone, email, and US mail, advising him to make contact, dating back to 2014.  Mr. [redacted] is encouraged to contact Trevor H[redacted], Director of Consumer Lending ([redacted]), or Jason H[redacted] ([redacted]), Loss Prevention Manager, so that he can work towards a resolution.

Complaint: [redacted]We am rejecting this response because we feel that we are not provided with sufficient information regarding the refinance process by your office.  We understand that Advantis Credit Union cannot influence the decisions of the appraiser.  However, your office has the capability of letting the appraisal company know when an appraisal needs to be completed by in order for the loan to be processed and completed by a certain time frame.  If the appraisal cannot be completed in the necessary time frames, an applicant should be notified about this to ensure their understanding.  We had initiated several e-mail conversations to the person we were working with regarding our concerns about the time frames and scheduling.  The response we received from your office was not to worry.  It was mentioned in one e-mail exchange (dated 8/31/16) that it would take 10-14 days before we heard from the appraisal company.  We still had not heard from the appraisal company by September 15th and intiated another e-mail conversation with our concerns.  The response we got back was "I would not be worried at all! But, I will reach out to my Setup Team who orders the appraisal and ask them to let the appraiser contact you to get that scheduled as quickly as they can." We were contacted the same day and the appointment was scheduled for October 5th.   On September 28th we attempted to contact your office again to get an idea of when our loan would close.  The response we got back at that time was "I cannot give you an anticipated/expected closing date for the refinance until we receive the appraisal and your file has gone back through our underwriting department."  Had we been properly informed that by the time the appraisal would have been completed the rate lock on our loan application would have expire and we needed to either agree to a new rate lock or pay a fee (.125%) we would have terminated the refinance process. 
We initiated a e-mail to your office on October 14th as we had not received a copy of the apprisals or any contact from Advantis. This was when we were advised that it was beyond the timeframe needed to complete the original refinance process.   We asked Advantis Credit Union to see if they would honor the original rate lock as it was not our fault the process was not completed timely.  The response we received was that this was not possible and either had to agree to a new rate lock or pay the fee (.125%). Based upon this information, we decided to terminate our application. 
In your e-mail to us, you have stated that the average time frame for completing an appraisal for a home of our size would be 47 to 60 calendar days.  Had we been given this information from the beginning of this process we would not have proceed with the refinance with Advantis Credit Union, nor would we have paid the appraisal fee as required. We would have chosen to go with a different lender.  We do not agree with your recommendation that contact AMC to obtain a refund for our appraisal fee.  Nor should we have to address our concerns with them when this information should have been provided to us at the beginning of the application process.  Sincerely,[redacted] and [redacted]

Complaint: [redacted]I am rejecting this response.  Based upon this response we decided to go directly to the CEO of Advantis Credit Union to address our concerns and see if we could seek a resolution.  However, this does not seem to be the case.  Our complaint was forwarded to the VP of Retail Lending who responded to our concerns by not wanting to address the issue of the expiration of the 60 day rate lock.  Yes, we signed the rate lock documentation but during the entire process there was no mention that the deadline was close.  Yes, we bear some of the blame.  However, Advantis Credit Union bears some responsibility as well.  Nowhere during the chains of e-mail was there any options provided to us about what we could do to expedite the process.  Had we known that the time frame would be outside of the original agreement we would have take action sooner.  The agency failed to information us in a timely manner.  The agency was well aware of the state wide average time frames for getting appraisal complete and failed to inform us. 
In addition, they stated that they were only willing to offer us a concession ($ 200.00 gift card) since their agency sent a "blank check" for the appraisal fee.  What the VP of Retail Lending missed was that we paid the fee.  Not them.  Upon hearing this information, they stated that this justifies them not getting involved and not interfering with the process.  I would disagree.  We paid the fee because we were asked to do so.  We did not chose the appraiser. Advantis Credit Union chose to have the referrals made and seem to imply that the lack of follow through for the appraisal to get completed timely was our fault.  How could it be our fault when throughout the process it was implied that we should not worry.  Had we made aware of the impending deadline (during the chain of e-mails) we would have asked for a sooner date.  The VP for Retail Lending continued to offer us their concession even though she was made aware that we had paid the fee ($550.00).  It was also stated that they were offering the concession fee to us as we had admitted that we were responsible for some of the blame. 
During the entire conversation, there continued to be implication that we were to blame for this entire process.  In addition, since we had made the decision to terminate our application, therefore there was not justification for the process not to be completed timely.  We made the decision to terminate our application as we had asked Advantis to work with us and the response was that they were not willing to work with us to honor the original agreement.  We either had to pay the fee (.125%) or agree to a the new rate (which was higher). We continue to ask that the agency to contact us about our concern to reach a resolution. 
Sincerely,[redacted]

Dear Mr. and Mrs. [redacted],
Thank you for taking additional time out of your day related to your continued correspondence with the Revdex.com and Advantis Credit Union.  Upon review of your most recent correspondence, it appears that some additional clarity related to the actual loan application time-line and the correspondence between Advantis, Appraisal Valet Inc. (AMC) and yourself during that time would be of some value.  The following is the chronology of events/correspondence  from August 5, 2016 (receipt of the loan application) to October 16, 2016 (withdrawal of the  loan application):
·         August 5, 2016 at 3:27 PM: you were notified that your application for your refinance transaction had been received and that you would be contacted and offered “…a rate lock and (be informed of the) next steps…”
·         August 7, 2016 at 12:09 PM:  a “Needs List” of supportive documents was sent to you (Rate not yet locked)
·         August 13, 2016 at 4:37 PM: The loan was submitted to Underwriting for your refinance credit approval (Rate not yet locked)
·         August 18, 2016, you sent an email asking what you would need to do to lock the rate for a possible closing on 8/30 or 8/31
·         August 18, 2016 at 8:11 PM: An email was sent to you wherein it stated in part “…It is taking about 60 days to close on a refinance in this market…” and the email provided an overview of the entire loan process.  At the end of the description, the email stated “This whole process can take 60 days or so…”. You were also asked to give your approval on locking your rate. (Rate not yet locked)
·         August 19,2016 at 9:35 AM:  Additional loan disclosures were sent and signed.  The INTEREST RATE LOCK AGREEMENT  states “…I choose to lock my loan at the rate and terms indicated above and agree  that the mortgage interest rate will be held until the expiration date (October 17, 2016)…I understand that…I must close my loan on or before the lock expiration… and if your loan is rescindable ( referring to the 3-day rescission period for a refinance), it must close at least  5 business days prior to (the) rate lock expiration” The agreement also states “Lender assumes no liability for losses or damages due to delays caused by you or third party providers that impact the interest rate expiration date.”  You signed and returned this agreement. (Rate is locked) (Appraisal not yet ordered)  -- (Day 1 of 60 day rate lock)
·         August 24, 2016 at 8:53 PM:  A reminder email was sent to you and said in part “…you need to open a membership with Advantis before we can order the appraisal…”.  (Appraisal not yet ordered)
·         August 25, 2016 at 3:00 PM:  Your new Advantis membership was opened and at 7:23 PM.  $550 appraisal fee sent to (AMC)  Appraisal Valet Inc.  (AVI) (Appraisal ordered) – Day 7 of 60-day rate lock
·         August 30, 2016 Appraisal Valet acknowledged our appraisal order and advised that it was taking longer than normal to process appraisal request but they would provide an update soon.
·         August 31, 2016 at 1:22 PM:  You inquired as to when you should expect contact from the appraiser.  At 1:22 PM, You received an email response which stated in part “…Appraisers are extremely backed up ( and the expectation was) that you (wouldn’t) hear from them for up to 10-14 days…” – Day 13 of 60-day rate lock
·         September 15, 2016 at 11:25 AM:  You sent an email voicing your concern that you had not yet heard from the appraiser and asked if you should worry.  At 11:26 AM, an email response was sent wherein is stated in part “…(do) not be worried at all.  (The) Set-up team (will) ask the appraiser to contact you…as quickly as they can…”We sent asked Appraisal Valet for a status on your order. 
·         September 16, 2016 at 11:53 AM:  The appraisal and the home inspection is scheduled for 1:00 – 2:00 PM on October 5, 2016 –Day 29 of 60-day rate lock
·         September 28, 2016 at 12:45 PM:  You inquired as to the expected closing date.  An email response was sent wherein it stated that Advantis could not give you an anticipated closing date “…until (Advantis) receives the appraisal…” – Day 41 of 60-day rate lock
·         October 14, 2016 at 8:18 PM:  Appraisal was completed and you were sent a copy via an email attachment.  In addition you were notified of October 17, 2016 rate lock expiration and the options that were available to you.  – Day 57 of 60-day rate lock
·         October 16, 2016 at 3:21 PM:  Your loan application was withdrawn pursuant to your request.
While I appreciate you perceived that our communication was lacking, given the above referenced time-line as well as the correspondence/information your received  from Advantis, we kept you updated and did all that we could do to move the process along without breaching the “The Home Valuation Code of Conduct” referenced in my prior correspondence.  Your disappointment in the fact the appraisal took so long to obtain is understandable but completely outside of Advantis’ control.  That’s why I suggested that if you still believe you are entitled to a refund,  you contact “Appraisal Valet Inc.” (the AMC).  
The AMC’s contact information is:
·         Appraisal Valet Inc.  (AVI)
[redacted]
[redacted]
It is my sincere hope that the above referenced information provided the clarity you sought.  If, in the future, you are in need of any additional banking needs, I do hope you will think of Advantis Credit Union as we are a non-profit, full service financial cooperative dedicated to meeting the financial needs of our members and the communities we serve.
 
Sincerely,
Mike J[redacted] 
Director-Mortgage Lending

We investigated the complaint submitted by Ms. [redacted] and determined that we correctly obtained force-placed insurance coverage for the period of 4/16/2016 to 5/23/2016 and added it to her loan.  Through our insurance tracking provider, State National, we sent Ms. [redacted] two letters...

requesting proof of insurance coverage (5/13/2016 and 6/10/2016).  Ms. [redacted] emailed proof of coverage on 6/21/2016, but that coverage began on 5/24/2016. Prior to purchasing the force-placed coverage, State National sent her a final letter dated 7/1/2016 that explained that there was a lapse in coverage from 4/16/2016 (her loan date) to 5/23/2016, giving her one more chance to provide proof of coverage and an estimate of the cost of the force placed insurance if proof was not received.  The force placed coverage was purchased on 7/11/2016 and a letter sent to her on 7/15/2016 with the cost and the new payment amount.     
Unfortunately, this was a true lapse situation.  Ms. [redacted] had 30 days from the date she purchased the vehicle to transfer coverage from her old vehicle to the new one.  She did not meet this deadline and her insurance provider could only confirm coverage from 5/24/2016 forward. 
On 7/25/2016 Ms. [redacted] spoke with our Loss Prevention Department and explained the extenuating circumstances that resulted in the lapse. Given the unusual situation, we are willing to waive the cost of the forced-place coverage in this case and provide a full refund.