Consumer complaint received 2022-04-21
Company: Idaho Housing And Finance Association
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I need help with HomeLoanServ. I have put in two complaints against them and they have consistently lied and given me conflicting information. In my last complaint, I described their explanation of events as follows : Completion of all steps to end forbearance happened in the second half of XXXX, XXXX  - then I was advised that it may take up to 120 days for this doc to come back - then as 120 days approached, they had no updates or movement - I put in a complaint because I was unable to get get and useful information from HomeLoanServ, we appeared to be waiting indefinitely - after the complaint, the document gets expedited to me, I fill it out, and send it back to them - they receive the document, and for some reason they have been sitting on this for going on an additional three weeks now - when I called about two weeks ago, HomeLoanServ stated that the documents were at the title company waiting for recording. This was the basis of their lie that I caught them in. Because after several days of my document being " at title for recording '', I asked HomeLoanServ for a reasonable time frame, and again, they were unable to give me any time frame. I asked them for the name of the title company and for the name of an appropriate agency to report them to since our document had been at title for almost a week with literally no updates or movement. After I asked for the name of the title company to complain against, HomeLoanServ put me on two seperate 15 minute holds to figure something out. The first time, the manager tried to trick me by telling me he'd just call me back around the middle of the following week ( I made this call to them last Thursday if I'm not mistaken ), and the second time, the lady on the phone told me that they " just uploaded the modified doc to the portal for XXXX XXXX to approve '', which confirms that this company responsible for servicing this federal loan is literally lying to me, giving me misinformation, being deceptive, and is being avoidant of accountability. The reason that this proves that they are lying is that they told me some two weeks ago that the doc was at the title for recording - that's the very last step- but then when I wanted to put in a complaint against the title company, HomeLoanServ all of a sudden told me that the doc is waiting for XXXX XXXX. This proves that HomeLoanServ intended on delaying me by using one of their preferred clients as a scapegoat, thinking I wouldn't try and reach out to them or complain against them. I did put in a complaint for this very situation, and the following Tuesday ( Tuesday of this week ), a rep from HomeLoanServ called me and apologized, stating that the modified doc had been completed and recorded, and that it was unable to be sent to me now, but that she would send it to me once it was done. I told her on Tuesday that I wanted an email updating me, and she agreed. She never emailed me. My new lender has been sending them documents for them to fill out to move us towards our closing and they are blatantly ignoring them. When I called in yesterday, the rep who spoke with me earlier in the week was CONFIRMED AVAILABLE by two different HomeLoanServ employees when I called them, and TWICE I was either hung up on, or sent to her voicemail. Then the third time when I called, I was told that the rep was in a meeting with the " big boss ''. We can all only guess what's happening, this company is lying to me straight to my face after I complain against them so that they can hide this issue. They are forcing me and my current lender delays, they are intentionally causing problems and being highly deceptive, and they are acting in ways that are unaccountable. Frankly, we're just a single family, and we need help holding HomeLoanServ accountable. They are abusing their powers as an FHA mortgage lender, they are being highly deceptive, and they seem to be somehow benefitting from forcing me to wait, and forcing me to sit idly with no information available to me to plan for. They are purposefully keeping me in the dark and have been, and they are purposefully giving me loose and empty promises. I've literally caught them in a lie, which shows that they have intentional and purposeful involvement in causing these delays. They even tried to hang this blame on their partner Title Company to hide this trail - I will gladly leave a review with both companies stating exactly how this has happened if this is not resolved. I already know the name of the title company, and I see it both my responsibility and my duty to leave a detailed review on both company 's pages citing exactly what HomeLoanServ has been doing here, and I will especially cite that HomeLoanServ specifically tried to hang the onus of this delay onto the title company if this is not resolved today.

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