Consumer complaint received 2023-11-01
Company: FIRST HOME MORTGAGE CORPORATION
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
Last year I had my payments on bi-weekly payments and didnt miss any payment while over paying it. 

I was also unemployed twice during this time. My mom had a XXXX and I became the sole guardian of her the last six months of the year. I lost my job due to that and used my last bit of savings paying my mortgage. I caught XXXX from her being in and out of the hospital, XXXX XXXX, & XXXX. I had to find another job to cover bills and went over the road in XXXX XXXX XXXX  The lack of work causing me to lose my job and desperately look for another to cover my bills and mother health expenses. 

In XXXX XXXX  My funds was depleted and I was contacting my billing companies for mercy and payment plans at the time until I was looking for another job. 

XX/XX/ I became delinquent on my mortgage/bills by 60 days and was struggling to make ends meet. I was able to finally find a job and attempt to dig myself out of the hole after being unemployed and the block of insufficient funds from my bank account. 

XXXX XXXX  I realized my automatic payments did not resume and contacted the bank about the payment issue to my mortgage company to resolve the issue and attempted to pay online. 

XX/XX/ I contacted First home mortgage in reference to the delinquent mortgage payments. I was told by a representative that I wasnt allowed to pay online or over the phone because of my delinquency. I was only allowed to pay in person & through the mail. 
I explained to the representative that I worked odd hours and would not be able to make it to any location during business hours. I told the representative I didnt feel safe sending large amounts of money unsecured through the mailing system because if it gets lost Im still held responsible for the missing check of large amounts and the delinquent amount. 
Loss mitigation sent a partial claim application between XXXX XXXX 

XXXX XXXX I called about getting assistance for lack of work and was told that my partial claim letter had expired. 
I told the man I spoke to I never received the letter and he said he was going to mail another and told me to fill it out and send it back ASAP to get the ball rolling. 

XXXX XXXX  I received a letter from an attorney stating for foreclosure was processing and I need to fill out the paperwork attached to the legal documents. I obliged unknowingly that it wasnt the proper forms disclosed to me in XXXX XXXX  and contacted loss mitigation to confirm if everything on the Lawyers form was true. I spoke to a woman and faxed the information to First home mortgage. I filled out the HUD/HAF application for Maryland like the representative told me for assistance awaiting a response. 
A week later I called back to get an update and spoke to the same man from XX/XX/. He told me I filled out the wrong forms and the partial claims division never sent my partial claim since XXXX. He also stopped the modification and put in for another partial claim that I agreed to in XXXX to prevent confusion. 

XX/XX/ HUD/HAF contacted me and told me they ran out of funding for Maryland and was not able to assist me. I received several letters for foreclosure and total call on my loan from Lawyers and first home. I was distraught and had called my loss mitigation team every week about the issue and told them the state no longer offered assistance. The customer services representatives told me to not to worry about the letter and the partial claim was pending. They also said that the time frame was XXXX business days but it was going on XXXX at the time with no ESTIMATED ARRIVAL TIME in sight. A few of them stated that they were escalating the issue but I never heard anything back from any superiors from moss mitigation. 

XX/XX/ I have now called every single week like I was told by the representatives. No one was able to give me actual information or put time through to a manager. I was told on Friday XXXX XXXX XXXX   by a representative that legal action was being taken against me for failure to pay my mortgage when I was told the week before to ignore. She escalated it Friday to management. Saturday XXXX XXXX  A officer showed to my house with legal paperwork stating I was served for court. They paper work states I didnt contact HUD/HAF , First home mortgage, or loss litigation when I have been contacting them all. 
I called yesterday and they stated it was escalated and getting worked on by partial claims once again but they did not mail anything out yet.

Company response to consumer: Closed with explanation