Consumer complaint received 2023-09-21
Company: MIDFIRST BANK
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
My service provider who is Midland Mortgage company is deliberately reporting a higher balance on my mortgage balance by not updating the accurate amount I truly owe. I purchased my home in 2019 over 4 years ago. I was paying on my loan before covid struck and my loan was sold from XXXX XXXX to Midland in the process. During covid I received financial assistance from VA Mortgage relief program, over XXXX towards my loan. Va relief program is assistance through the government and became authorized users on my account for payment. My first award was XXXX which I will attach proof. The relief program went up on the cap amount assistance and I was able to receive additional funding in relief. I am aware of the escrow which is my interest, taxes, and home owners insurance. My interest rate is only 4 %. However, even if Midland mortgage states only half of the XXXX XXXX dollars VA relief provided went towards my loan balance that would still have me my loan balance way less than XXXX dollars if I started at XXXX. That's not including money I paid towards my balance as well, it's impossible to have me close to the same balance I started at 4 years ago with the aid of $ XXXX XXXX dollars. Currently when I informed Midland mortgage that they are not accurately updating a lower balance because they are showing only XXXX dollars have been applied to my mortgage balance over a 4 year timeframe, Midland mortgage customer service representative stated because only {$100.00} dollars goes towards my balance a month. That is complete insanity, dishonest, and incorrect. She placed me on a long hold and was confused and stated herself something isn't right. Midland mortgage litigation team has not corrected the adjustments and is leaving the matter unresolved. My mortgage is over XXXX dollars a month and she started only {$100.00} dollars is being paid to my mortgage balance. The government already placed over XXXX dollars towards my balance. If Midland mortgage customer service rep math is possible that would indicate XXXX dollars annually goes towards the principle and my mortgage payment is over {$1200.00} a month meaning XXXX payment for the entire year is applied to the principal it Doesn't make sense??? .... my complaint is... it's not true, and why is my service provider who is suppose to be the expert in finances incorrectly reporting incorrect figures to hinder the homeowners such as myself and others. More than {$100.00} goes towards my balance and this needs to be resolved. Midland mortgage goes up and down on numbers when my mortgage interest rate is fixed at 4 %. I don't know how long they have been only placing {$100.00} dollars towards my principal but all numbers needs to be fixed immediately. In addition to inaccurate balance reporting, my service provider Midland mortgage is abusing me physically and mentally. Midland mortgage are sending people to my home under their 3rd party preservation department. The first time they sent the unknown company to my home the individual climbed over my fence, went looking into my windows which caused me to fall trying to find my cell phone to call XXXX. I fell badly running in fear, I was XXXX just out the shower when I noticed the intruder on my property. The trespasser left a notification/note with no identification saying please contact your service provider. I was afraid for my life because the person did not ring the doorbell and didn't have authorization to climb my fence. This is against the law and called trespassing and invasion. When I contacted Midland mortgage to inquire about the trespasser they sent. Midland mortgage stated that they did not have to inform me of the company they use and refuse to give me any information, it's my legal right to know and their duty to announce themselves when coming to my property to check anything or leave any notice. Midland mortgage should be held accountable for injury fees, pain and suffering, as well as violating my privacy while XXXX. Later, I started to receive harassing text messages from their third party preservation team. Midland mortgage does not accept accountability for my fall and injury when it's their fault and said it's out of their control for sending a peeping preservation team to my home while XXXX. The text messages was asking me to sale my home and they can help me if I am struggling to make payments on my home. Every time Midland mortgage sends the peeping preservation perverts to my home to illegally gain access by jumping my fence and stalk me through my windows XXXX the text messages starts back up all over again. Midland mortgage also calls my phone excessively many times a day, everyday when they are well aware VA mortgage relief program is authorized on my account. Midland mortgage refusing to reveal their 3rd party identity that they keep sending to home to trespass on my property, invade my privacy, and harass me with text messages trying to force me to sell my home is not only aiding the crime but condoning it as well. Midland mortgage excuse for the problem is they are not in my area and the company they refuse to identify is at fault and not them. We are living in terrible times and it's not safe for a single woman or unknown people who refuse to identify themselves to trespass on other people property. Midland mortgage is jeopardizing my safety by sending people to my home and refusing to inform me of the company they are using so I can inform the police. I can't take action against the crime because Midland is refusing to provide me information of who they sent. Midland mortgage is withholding information of a crime they committed against me. Multiple occasions I have reached out to Midland seeking a call back from their preservation team and information on who they're sending to my home and they have refused and ignored my safety concerns, fears, and rights to that information. When they do call it's to harass me about when will Va mortgage pay their next payment.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation