Consumer complaint received 2019-04-09
Company: AMA Advisors, LLC.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In the middle of XX/XX/XXXX, hurricane Florence came to south east North Carolina and destroyed much of what was around. Luckily our home was not damaged beyond repair. However, after dealing with this mortgage company, I feel like the hurricane was the easy part. We decided to go to Florida far out of the Hurricanes path and wait for the storm to finish up. Due to the storm and our area where we live, we were unable to get back to our home for multiple weeks. Once we returned there were repairs to be done. I did not believe however filing a claim and paying someone else to make the repairs was worth it when I could fix the damage myself for the price of our deductible. I fixed everything up while my wife and I both tried to do what we could to get back to work. FEMA declared our area a disaster area and encouraged the community to call our mortgage companies for financial relief. We decided to call our car companies and even credit cards and they all happily held payments for 60 days giving us time to get back to normal. Not a problem. We called Homebridge, and are now about to lose our home. 
Towards the end of XX/XX/XXXX, we called Homebridge. 
We called and explained the situation and they said sure not a problem. Just fill out these forms, send us some documents and we will defer your mortgage for 3 payments. We filled out the forms. Got the required documents and sent everything down to them. No problem. 
Come the beginning of XX/XX/XXXX, I get to wondering whats going to change if anything, so I call them. We never received your package sir. Is what I got. But was assured if I sent it again before XX/XX/XXXX than it will work. So I send it again. 
Get a letter two weeks later saying they have received my docs and will contact me once they are reviewed and a decision has been made. 
Two weeks later ( second week of XX/XX/XXXX ). I receive a letter saying my mortgage is being sold from Homebridge financial to Homebridge mortgage servicing. 
In XX/XX/XXXX, I receive a letter from the new Homebridge stating Im late on my mortgage and needed to pay it. I sent in a check for XX/XX/XXXX and it was returned to my account. I called Homebridge as soon as it came back and they told me you account is under review, no payments are required. I thought to myself that new Homebridge had to do the same process that old Homebridge did. 
They tell us on the phone that they have not received our package from the other mortgager and that it can take up to 60 days. And that my payments can not be accepted after Im 3 payments behind, ( the same 3 payments I was deferred ).

So at this point Im calling weekly. Have you received it yet? The answer was always no. XX/XX/XXXX comes and goes and still, have not seen a file for this. So they send me a new one. In the mean time, Im calling this company who is a servicer of Homebridge mortgage and asking what to do. They say, just keep calling and we can update you. Im getting foreclosure letters and all sorts of notes and when I call them, all they say is they are still required to send those notices. It set me off when I got one that said pay by this date or we will move to next steps of acquiring the home or selling it or whatever they do. 
I called today XX/XX/XXXX, to make sure they got my new packet. They have. They tell me it will take a week to review, then its sent to an underwriter who can have it for 30 days, and I have to call back weekly to see if I need to send anything to them. 
I ask them if this all works itself out, and we get back to even and I can make the whatever payments, will it back date to showing up on my credit report as late payments? 

No. It doesnt. they tell me. 
If I want those late payments taken off my credit report id only be able to write the three credit bureaus myself and offer an explanation and they may take it off. 
Now Im waiting until next week as instructed to call back and see if they need anything else. I cant make a payment at all until its current apparently.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation