Consumer complaint received 2023-12-04
Company: BOK FINANCIAL CORP
State: NM
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu

Complaint:
Started this process in XX/XX/22, submitting hundreds of pages to them describing the issue and the need of help. This help was recommended by the agent taking the payment because we had fallen behind by were making payments to try to catch up. After jumping through all the hoops of paperwork, finally the packet was " accepted '' and i was told i was not able to make payments during the evaluation process time, i would have to wait till a decision was made. Thinking, ( assuming which I know know was stupid ) that everything was basically on hold so to speak, at the end of thier evaluation which was the end of XXXX was told we were denied and that i needed to come up with 80 % of the entire balance past due and that nothing less than the 80 % of that pay for balance would be accepted. I did try to make the {$4600.00} that i had saved in the account during that time but was told it could not be accepted. I asked why was it denied and they stated because of our rare situation the dti was too high. I did advise at that time that there were other people in the home contributing and would be able to pay the home, but that what we needed was just a way to get back to paying normal one payment a month and to try to put the past due possibly at the bank of the loan, not raising the payments by just needed this help. Our situation had been due to divorce, and covid where at one point I was XXXX XXXX XXXX XXXX XXXX XXXX. They said that being there were more people in the home contributing to do a new packet and resubmit. Which was once again hundreds of pages of documents, signed statements from the mother and girlfriend who are now in the home helping to contribute to this home. And that things would be better but don't have the thousands of dollars to put out to get to be paying the XXXX payment a month again. We needed help and don't want to lose the home. So we resubmitted everything, tedious process, being told oh we didn't get this or that, I would resend it. Oh no that's wrong we need this instead, go get that or this and send. Almost like they are making it hard on purpose and truly don't want to help us, which if that was the case why advise us to do this in the first place when we were making the one payment a month. It's finally accepted and again, in that holding period and then in XXXX I get the letter again saying we are denied. I don't understand why they continue to string us along and make us jump thru hoops pretending to help us when they really have no intention of helping us, and now that amount because of the time taken for the packet and the holding period is now {$14000.00} and will take nothing less. I'm baffled at this because honestly why make us go thru all that again, just to say no. We don't want to lose the house and are trying to come up with the money desperately to be able to keep the home. But i feel like shame on them for deceiving us into thinking there was some help not only once but twice and now we are so in over our head that we can't find out a way out. Like we were baited so what they can take the house back and sell it for more. I have no faith in this company, it has been horrible to try to communicate with them, jumping thru all the hoops and putting all my faith into this and for what. I know I'm not the only person who has gone thru hard times and i feel thar the public should know the truth about this company.

Company response to consumer: Closed with explanation