Cross Country Bank charged me $14.95 per month added to my mortgage payment, without my written or verbal consent Internet

This company of whom Ive never heard of, has been charging me $14.95 a month (being added to my mortgage payment for past 28 months, I discovered it when I did a Payment History Results on my mortgage account.  I called  to inqure about who and when was this consent given, I was told that it was in writing, (they have the signed document) and that I had also received a $50.00 gas card, of which I did not!!!!!  I have asked the gentleman, "Christopher", to mail me the documents with my signature as proof of consent.  He also told me that a refund of $418.60 total which is owed  would not be awarded. 

To date, I have yet received the written proof as promised.