Consumer complaint received 2023-06-14
Company: VIRGINIA HOUSING DEVELOPMENT AUTHORITY
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My mortgage company : Virginia Housing Toll Free : XXXX XXXX XXXX : XXXX Toll Free : XXXX Dear Consumer Finance, I am in need of your help, as of XX/XX/XXXX, this month, I found out when I went to pay my monthly mortgage payment, it had gone up several hundred dollars. I immediately call customer service to find out what was going on with my acct. ( Full situation of all my attempts to get matter resolved is reported below. ) As of today XXXX XXXX XXXX, Virginia Housing-VH is not willing to do anything to help me clearly understand what has been going on with my acct over time. Clerks have been vague with acct information and VH has allowed a snowballing deficit to accumulate over time. From what I can piece together from contacts with clerks, I THINK, there was also a problem with new home insurance transfer in XXXX. 
All three clerks have been very clear with my options : 1. pay the new payment and just deal with it or pay the new full amt or pay nothing at all ( ..this would lend to fast track on foreclosure ). Clerks have shared that VH has no interest helping me get concerns address and WILL NOT be re-calculating/analysis my acct, EVEN AFTER I pay up on ANY deficit on the acct, until next year. I have requested this adjustment on my acct/analysis, three times with all clerks, to reduce my monthly payment and all of them have said NO. 
I know the clerks are limited to what they can say, as VH has put their staff in the position, to only get money, not be helpful to/with consumers. I am however not interest in being a part of this shake down approach. I WILL NOT blindly throw hundreds of extra dollars a monthly on my acct with no understanding as to what is REALLY get paid on. 
I will not be put in a position of losing my home ; because of the mishandling of my acct and VH failing to notify me of problems letting a deficit snowball over time denying my requests for full information/ understanding fully of what has been going on with my acct denying adjustment/analysis once I attempt to get deficit pay up and NOW placement me at high risk of foreclosure because VH does not want go to a computer, hit compute button to update my monthly, once deficit is paid up. 

VH has the liberty to adjust/run analysis when they want to, as VH has done in XXXX XXXX on my acct, according to one clerk. This was for VH convenience. VH also has software to notify a consumer by text, email or mail, if needed, and as I get monthly mail of every payment made. SO, it is not what VH cant do, it is what VH is willing to do for consumers to help set up consumers for success. 

Situation : On XX/XX/XXXX I CALLED my mortgage company by phone to make my monthly mortgage payment. That is when I found out there were hundreds of extra dollars on my monthly payment. 
I CALL vh and I connected to customer service rep XXXX and during this call : time was taken to review my account to see where the extra amount of money was coming from. She had limited information but she stated I needed to call my old insrance company get refund check, call VH back,, pay VH AND TELL THEM TO DO ANOTHER ANALYSIS ON MY ACCOUNT TO FIX THE MONTHLY PAYMENT STATEMENT. she DECLINED to take any form of payment. She stated I pay all of payment or I pay NOTHING. I was not able to pay the full amount, as it was hundreds of extra dollars for this month. She was happy to connect me to the her connections department. 



I was connected to XXXX. she shared a little bit of information and she also DECLINED to take any form of payment. She also offered that I could pay an extra {$800.00} now today..it would to help bring down the monthly payment. ( VH can run a anaylsis if they wanted to ) She gave no other offers of help with me in this matter. I had to remind her that if I couldn't pay the extra for the mortgage payment, where would I come up with extra {$800.00} to bring down my payments. Again, I was ask to pay random sums of money with no clear idea of what/where money was got to. 

Clerks followed their work scripts to meet VH needs but offer nothing to help me. VH was willing to PUT ME IN THE PROCESS OF NOW MISSING A MONTHLY PAYMENT, GETTING A NEGATIVE HIT ON MY CREDIT REPORT, being charged late fees, AND STARTING THE PROCESS TO FORECLOSURE BECAUSE OF the mis -managment of my acct and failure to notify me. 

**This is the second time that I have called mortgage company for help, in my 14 years with them and they were happy to set me on the track for foreclosure, because of their rigid, unbending and non-customer service support practices. 
**In XXXX all electronic software has a way of making adjustments to payments, send out letter of concern ( VH send me monthly an payment received ) when need and/or flag a acct of errors if needed, with the hit of a button and VH has failed to do this/unwilling to do any to help consumer. 

Continued XXXX on mortgage problem with VH. 
Monday XX/XX/XXXX I made a second telephone call to Virginia Housing VH at XXXXXXXX XXXX  XXXX I spoke with XXXX, and explained why I was calling and she stated that she could help with payment part of call and she could transfer to collections for manager. She waved a {$15.00} fee and was able to work with me with getting {$400.00} paid, ( owed to VH form old insurance company ) by phone authorized the one-time payment reference number XXXX. I asked her to apply to VH and she stated she couldn't apply the XXXX specifically for VHS refund but it goes towards the balance of the escrow account. 
Doing this phone call I also found out for the FIRST time that my account before, the new insurance company bill in XX/XX/XXXX, that II had a DEFICIT of XXXX. I asked her why VH did not notify me of the deficit and I did not get a answer to that question. 
In the deficit of XXXX. XXXX, She stated that I had {$390.00} in taxes that also contributed to this total. I asked her if I paid that amount and get this deficit caught up could a analysis/adjustment be run, in order to get my monthly payment adjusted to/around my former payment. My goal was to get my monthly payment back to a manageable amount per month. No it is not in VH interest to run another analysis unless, I pay VH a large sum of random money. All clerks have denied the request for adjustment. 
My goal, in XX/XX/XXXX, is to get payments caught up with the deficit and to get another analysis run to bring down my monthly payment as of XX/XX/XXXX. This is very doable be VH WILL NOT work with me. 
She was very clear that the only way VH would do another analysis is if I PAID off the full amount of the new insurance companies insurance. This would be a {$1900.00} payment and to pay off deficit balance to VH.???? 
I HAD TO REMIND THIS CLERK THAT IF I COULDN'T PAY SEVERAL HUNDRED DOLLARS MORE A MONTH IN A MONTHLY PAYMENT WHERE WOULD I GET {$2700.00} FOR ONE-TIME PAYMENT. My current mortgage payment problem is of no interest to VH, and VH is not willing to work with me to fix problem or tell me what is going on with my acct. 
*** I AM IN A CURRENT SHAKEDOWN SITUATION with VH WITH NO ONE HELPING ME AND I'M CURRENTLY BEING ASKED TO THROWING RANDOM MONEY INTO AN UNENDING BLACK HOLE AND NO ONE AT VH IS TAKING RESPONSIBILITY WITH TRYING TO HELP ME FIX THIS PROBLEM. I ALSO DO NOT APPRECIEATE HAVING TO PAY MY NEW INSURANCE IN FULL FOR FUTURECOVERAGE AND OTHER CONSUMERS CAN GET THEIR PAYMENT DONE MONTHLY. 
I VERBALLY REQUESTED THAT MY ACCOUNT BE RUN THROUGH ANOTHER ANALYSIS/adjustment AFTER I PAY THE XXXX TO CATCH UP MY ACCOUNT. Again I was told VH has no interest in doing another analysis to correct my monthly payment. I need to wait until next XXXX of XXXX. 
**I HAVE CONTACTED VH TWICE BY PHONE, ONCE BY EMAIL_ TO REQUEST AN INTERAGENCY AUDIT ON MY ACCOUNT AND ALL REQUEST WERE IGNORED.

Company response to consumer: Closed with explanation