Consumer complaint received 2022-07-11
Company: HILLTOP HOLDINGS, INC
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX I applied for a loan forbearance with my FHA loan at PrimeLending due to being layed off due to Covid-19. When my forbearance time was over I contacted my lender to resume my payments, I thought. I was then told that I had to pay the payments that were in the forbearance before I could pay the current payment. I didnt have that money so I asked for a deferment. I was denied the deferments. I then asked what were the next steps to try and get my loan back current and continue on. I was able to make a payment in XXXX, but that is the only payment they would let me make. I was told I had to apply for a loan modification. I did exactly what they told me to do and got my paperwork in as soon as I got it and was able to complete it. I believe it was the next day. I then got no other correspondence from them except for bills. I called the lender at least once a month if not more trying to follow up and/or make a payment. Again, they wouldnt take my payments. I was told they were working on the modification. In XXXX I called again to follow up and they said they needed my XXXX tax returns submitted to them. I submitted it through their portal as they asked. I again waited to give them time to process the modification. I then called back XX/XX/XXXX and they said they still needed my XXXX taxes or W2. I tried to submit it again in the portal and it wouldnt allow it because it showed they already had the documents. So I then faxed it to them at the number they told me to fax it and got confirmation that the fax went through with all 12 pages. Again I gave them time to process and called back in XXXX and was told that they had sent my loan to a foreclosure attorney to foreclose on my house. I was told that that was in error and someone had put in the wrong code for my loan and that she was sending a message to underwriting to get it corrected and for me not to worry. She told me to call back in a few days to make a payment because by then I had gotten some overtime with my new employer and was trying to get my payments caught up. I called back in a few days and was told I had to call the foreclosure attorney to make a payment because they couldnt correct their mistake and get my loan back so I could make the payment with them. The attorney emailed me a letter with the reinstatement amount along with their {$1400.00} in fees. I dont have that much money. I called the lender over and over again trying to get them to help me correct their mistake to no avail. I even asked the attorney if they would waive their fees since they had just gotten the file and I explained what had happened. I was told their fees are nonnegotiable and they wouldnt waive or lower their fees. I really feel like PrimeLending set this up trying to take my house because even with proof that the paperwork they requested had been sent and received by them they would not do anything to help in this matter and refused to take any payments. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. No one is being accountable in this matter, but me and I have done everything I was asked and more. I did get a letter dated XX/XX/XXXX on XX/XX/XXXX stating that they didnt get the documents. But look it took almost a month for me to get that letter.

Company response to consumer: Closed with explanation