Consumer complaint received 2018-02-05
Company: FBC MORTGAGE, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Hello, On XX/XX/XXXX my family and I had to go on a forbearance period due to hurricane Irma with our mortgage loan with FBC Mortgage , LLC. At this time we were advised that we would not have to make any payments during this period and that we would be contacted by FBC at the end of the forbearance period to XXXX our financial situation and give us the options we had to get back on track. On XX/XX/XXXX since I had not received any letters or calls from the company, I contacted them to inquire about what we had to do to start making payments again, I spoke to a representative by the name XXXX XXXX who advised me that I was approved for a new lower payment and a new interest rate. Since I had not received any paperwork stating this new amount ( till this date I still have not received anything regarding this ) I was very happy to hear it would be a lower amount. In the conversation he stated that I would be receiving paperwork in 7-10 days that I had to sign and return. He asked if I had made the a payment for XX/XX/XXXX to which I said no because I didn't know when or what I had to pay. I stress the fact that I have not received any paperwork regarding this new arrangement, but I was willing to pay to which he said don't worry about the XX/XX/XXXX payment because your first payment would be due in XX/XX/XXXX as part of the mitigation process. I asked him if he was sure he stated that he was and that he regretted not speaking to me at an earlier time so I would have not been worried. I allocated those funds into other debts and waited for the paperwork to arrive by mail. On XX/XX/XXXX I contacted FBC again because I had not yet received anything by mail and spoke to XXXX XXXX who apologized and advised me that not every customer received paperwork to sign and return and that I must have been one of those customers but not to worry because I was all setup for my new payments and if I wanted to make my first payment for XX/XX/XXXX. I explained to him what I was told on XX/XX/XXXX and he spoke to his team lead which agreed to pull my call and review as if what I was saying was true they would have to adjust my account accordingly because it was not my fault. By Tuesday of the following week I had not received a call back and I called again to find out the status of my previous call and was told that everything was OK and was told again don't worry ma'am you are setup for your payment for XX/XX/XXXX. After this I called on XX/XX/XXXX to try to make my payment as their online service referred me to contact them by phone. On this call again I was confirmed i was making my XX/XX/XXXX payment and i scheduled it for XX/XX/XXXX. Now i keep getting calls and correspondence saying that I am late and that they are trying to collect a debt and I need to contact them. Since XX/XX/XXXX when I received one of these collection calls I have spent time trying to have them review all of my calls, and continue to get the run around and no answer by a supervisor or anybody that can fix my account according to what I was told time and time again since XX/XX/XXXX. Every time I inquire about the calls being reviewed the conversation is changed and they go back to saying I am late and need to make my XX/XX/XXXX payment. At this time I want to be back to being in good status with my account and continue making my payments as I was told. This has caused me so much XXXX and XXXX because this being our first home and due to a natural disaster feel we could be losing everything we have worked so hard to achieve. I do not want this to affect my credit or my history of good payment. Please help me.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation