Consumer complaint received 2021-02-05
Company: FIRST HOME MORTGAGE CORPORATION
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
First Home Mortgage XX/XX/XXXX : Contacted loss mitigation to request assistance-received an approved 3 month forbearance for XXXX, XXXX, & XXXX XX/XX/XXXX : Contacted loss mitigation to request additional assistance-received an extended forbearance approved for 3-additiona months XXXX, XXXX & XXXX XX/XX/XXXX : Spoke with loss mitigation requested to defer all past due balances from the 6 month forbearance period and confirmed payments if the amount of {$2100.00} resume on XX/XX/XXXX ; loss mitigation informed me that my mortgage statements would be updated XX/XX/XXXX : Made XXXX 's payment - {$2100.00} via phone with customer service XX/XX/XXXX : Spoke with loss mitigation confirmed the approval of the deferred balance and received a letter confirming the balance deferment ; made XXXX 's payment- {$2100.00} via phone with customer service XX/XX/XXXX : Spoke with loss mitigation and gave authorization to receive email correspondence and was assured my credit report would not be affected ; made XXXX 's payment {$2100.00} with customer service. 
XX/XX/XXXX : After receiving past due notices for XXXX and XXXX payments I contacted customer service and was transferred to loss mitigation and loss mitigation said my payments were misapplied and explained I had to email XXXX I sent an email that day explaining the situation ; I asked to speak with a supervisor and loss mitigation told me that my mitigation processor would contact me via phone by the end the business day ; I never received a return call XX/XX/XXXX : Contacted loss mitigation to follow up and I was told that my payments went all to escrows and that I had to contact the escrow department and the only thing they could do was put another 3 month forbearance on the account to allow time to get the issue resolved ; I contacted the escrow department and there were not payments applied ; the escrow department transferred me to the customer service department where I had to explain the situation again ; this time a supervisor was contacted and the supervisor stated that when my account was released from loss mitigation the due date was set to XXXX not XXXX and this is why all of my payments were posting one month in arrear. The supervisor said she was sending an email to loss mitigation to correct this clerical error because the forbearance was through XXXX and due date should have been XXXX. I was assured the issue would be resolved by the next business day. 
XX/XX/XXXX : I followed up to see if the issue was resolved and was transferred between loss mitigation and customer service until I asked for a supervisor ; the supervisor asked me to explain the situation again and read the notes and stated that the issue needed to be sent to the management team to be addressed because he could see all of the efforts that I had made to address the issue. The supervisor explained that I would receive a call and an email from a member of the management team. 
To date ; 15 business days have elapsed and I have not received a call or any correspondence from a member of the management team Other attempts to resolve this issue : XX/XX/XXXX : emailed XXXX XXXX no response ) XX/XX/XXXX : emailed XXXX XXXX received a letter via mail that the issue would be researched and I would receive a response with the legal allotted time ) no response and the supervisor told me this legal allotted time is 14 business days XX/XX/XXXX : sent message via XXXX XXXX  ( online portal ) received a response on XX/XX/XXXX that my account was noted that I spoke with customer service on XX/XX/XXXX and to allow 30 business days for the issue to be resolved- I have received no response. 

I have contacted the customer service and loss mitigation areas numerous times and at this point the amount of stress this situation has caused I can no longer continue to call and receive the run around. All of this information should be documented in the notes on my account. I expected this issue to be resolved in a timely fashion.

Company response to consumer: Closed with explanation