Consumer complaint received 2023-11-08
Company: Alabama Housing Finance Authority
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
I was approved for the XXXX XXXX XXXXXXXX XXXX XXXX ) Program in XX/XX/XXXX and received payment assistance until XX/XX/XXXX. This program was created by the US Treasury and the Homeowner Assistance Fund and is overseen by AHFA .The underwriter was XXXX XXXX XXXX XXXX ). On XX/XX/XXXX ( dated XX/XX/XXXX ), I emailed XXXX a letter from servicer, XXXXXXXX XXXX XXXXXXXX, informing of payment increase effective XX/XX/XXXX. My monthly statements for previous months said {$0.00} owed. For XX/XX/XXXX, it said I owed {$450.00} ( XXXX was old payment amount ). Then XXXX statement said I am past due for XXXX. On XX/XX/XXXX, I called the assistance center for over 2 hours, never getting through, to speak to XXXX so I emailed her and then called my servicer, who told me the payment was made for XX/XX/XXXX, but it was for the wrong amount and partial payments are not credited. I emailed XXXX over 10 times from XXXX XX/XX/XXXX. I'm asking has payment been made, what can i do, stating I can't have a late payment because I've had a loan modification and will go on my credit, begging her to call me or the servicer and explain what's going on. I am also calling servicer updating and seeking guidance. On XXXX, after receiving a foreclosure notice, emailed XXXX once again begging her to respond to my emails or call me, asking is the payment not being made.I asked her to transfer my file to someone else. She told me they were short staffed and behind on processing. XXXX reported a late payment on my credit report on XX/XX/XXXX. I asked XXXX to write a letter on my behalf for me to submit with my dispute report to the credit bureaus. She did nothing. I wrote servicer 2 goodwill letters begging to remove this mark, they did not. 
I am XXXX XXXX XXXXXXXX XXXX XXXXXXXX, barely surviving on XXXX. I live alone with no nearby support. I have approx XXXX in equity. I need a XXXX equity loan to pay off my debt. Before this my credit report was flawless, no late/missed payment, foreclosure, bankruptcy, collections, etc. And achieving this status on less than XXXX a year income.This negative mark on my credit dropped my score over XXXX pts, I won't recover from this. Most lenders won't approve you with late payment <1yr., and the ones who would offer an interest rate so high I couldn't afford the payments. 
I began the equity loan process 6 months ago but had to quit because of this situation. The extra 6 months of paying out more than I make, when I could have already paid off this debt, has left me financially destitute. I am being force to sale my home 20 years. After paying off mortgage and my debt, I will not have enough left over for any kind of down for another house and still have monthly mortgage payment of XXXX. I will be homeless then. 
The XXXX XXXX was designed to keep people out of foreclosure and prevent them from losing their homes. This program is putting me either in a foreclosure or forcing me out of my home. The program should be held accountable for XXXX actions or lack of. This mark stays on report for 7 years. I'm too old to have time to rebuild credit with my fixed income. I had a solution and XXXX took my only option away from me. They were paying up to XXXX to keep people in their homes. AHFA offers multiple loans and grant programs for low income people. I've contacted XXXX XXXX, but received an email from XXXX XXXX, stating she would call the servicer. 2 weeks goes by and I hear nothing, so I emailed XXXX XXXX again. Once again, XXXX XXXX XXXX emails me, stating she is still waiting to hear from servicer. I am out of time now. I have maybe 2 months left. I have put my heart and soul, as well as every extra dime, in my house to make it my home. 2 weeks ago I received an email from XXXX XXXX stating she can't find any reference of me informing of the change in payment amount and that they paid what they were supposed to. I sent her every single email I ever sent or received from XXXX XXXX, one of which is the letter dated XX/XX/XXXX stating increase in payment. I sent a follow up email to make sure she received the information, I have not heard back from you as of today. How can a government agency just stop responding and ignore someone they know has been affected like this. My civil rights are being violated.The correspondence in those emails demonstrates my extra and XXXX XXXX 's lack of due diligence needed to get an on time payment to the servicer. I don't know what else I could have done. If I had known this was even a possibility I could have planned for it somehow in advance, but there was no warning. There is no extra money for me to go ahead and pay it, or I would have. 
I am reaching out now in desperate need to save my house. I'm hoping this will be sent to someone who takes accountability and rectifies XXXX 's actions, virtually devastating my whole life and taking away any options I had for recovery, with not so much as an apology. 
Thank you for your time. I have all documentation for everything I just stated above. It is too large for you upload requirements, but will supply any information needed that will help facilitate an appropriate resolution.

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