Consumer complaint received 2023-07-21
Company: Alabama Housing Finance Authority
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX XXXX XXXX XXXX XXXX apt XXXX XXXX, TX XXXX XXXX XXXX XX/XX/2023 ServiSolutions Mortgage Company XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AL XXXX XXXX Account Number : XXXX and XXXX Subject : Request for Removal of Late Payments During COVID-19 Hardship Dear Customer Service Team, I hope this letter finds you well. I am writing to express my sincere gratitude for your assistance throughout my mortgage journey with ServiSolutions. I am writing with the hope that you will consider my request to remove late payments from my account that occurred during the challenging times of the COVID-19 pandemic, when I faced temporary financial hardship due to being laid off. 
First and foremost, I want to acknowledge the exceptional service I have received from your company during my loan tenure. The professionalism and understanding exhibited by your team have been deeply appreciated, and I am grateful for the support I received during the difficult period of financial instability. 
Unfortunately, like millions of other individuals around the world, I experienced significant financial difficulties due to the COVID-19 pandemic. As a result of being laid off from my job, I faced considerable hardships in meeting my financial obligations, including my mortgage payments. Despite my best efforts to keep up with my payments, I regrettably incurred late payments on my mortgage account. 
I want to emphasize that I am a dedicated and responsible borrower who has always prioritized fulfilling my obligations. The financial struggles during this pandemic were unforeseen and beyond my control, leaving me with limited options at the time. 
The purpose of this letter is to request your kind consideration in removing the late payment remarks associated with my account. As of today, I am thrilled to inform you that I have successfully paid off both of my loan accounts tied to Account Number : XXXX. I am immensely proud of this achievement, and it would mean a great deal to me if the late payments tied to this account could be compassionately removed from my credit history. 
Removing these late payments would greatly improve my credit score and financial standing, allowing me to move forward with confidence and stability. I firmly believe that this one-time hardship should not define my creditworthiness or my relationship with ServiSolutions. 
I understand that your company adheres to strict policies and guidelines. Nevertheless, I kindly request that you review my account history in light of the unprecedented circumstances that unfolded during the XXXX pandemic. I sincerely hope you can see the efforts I made to overcome these hardships and fulfill my obligations to the best of my ability. 
I am committed to maintaining a positive payment record in the future, and I assure you that my current financial situation is stable and will enable me to meet all my financial commitments promptly. 
In conclusion, I would like to extend my appreciation for considering my request. I am sincerely grateful for the support and understanding I have received from your company thus far. Your consideration in removing the late payments would make a significant difference in my life and future financial endeavors. 
Please feel free to reach out to me at [ your phone number ] or [ your email address ] should you require any additional information or documentation. I look forward to a positive resolution to this matter. 
Thank you once again for your time and attention. 
Sincerely, XXXX XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation