Consumer complaint received 2019-09-21
Company: Idaho Housing And Finance Association
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Purchased the home in XXXX XXXX.I have XXXX XXXX as home owners insurance : The claim was filed on XXXX, denied for Wear and Tear, and long term leak. The area of the home was new, built 6 months prior to purchasing. Water bill showed water leak in XXXX only. XXXX XXXX would not communicate, I had my agent get involved, finally in XXXX they had another adjuster come out an admitted the first one, had done it incorrect. The check they sent on XX/XX/XXXX was to the wrong mortgage company, finally got corrected check on XXXX XXXX. I had a plumber assist the first adjuster, and paid extra for him to take the pictures, ect. I had them redo the plumbing, to avoid any other issues. I was more than cooperative, and even went above and beyond to help. 

This was a horrible experience, one that has cost me a lot. The issue was a HOT water leak, and it had ruined the subflooring ( particleboard ), causing mold, my daughter is severally XXXX, and ended in hospital twice. During the insurance experience I had to rip out the flooring and get the mold out of my home. 



Mortgage company : Home Loan Serv, XXXX Id I did not contact them until the first WRONG insurance check came in made out to them and myself. I did not realize I had too, so I spoke to them and sent them an email. I explained in my first email on XX/XX/XXXX that I did not know to contact them, the insurance company had dropped the ball causing a 3 month delay, mold was an issue and it had put my daughter in the hospital. I had already started the work, so my daughter could breathe again. 

I was half a month behind, because the plumbing and cost to start the work had caused some financial stress, plus I was diagnosed with a XXXX, and could not work any longer. 

The insurance adjuster said to tell them to put it towards mortgage since most the work was already done. I did so and the mortgage company stated that was ok, knowing how the situation was unique. 

She had sent an email stating I needed a contractor because I was behind but since most of work was done they agreed to let me proceed. 

I have emails to the insurance dept of the mortgage company and the payment center so they were all kept up to date, and new the check was going to pay it, I would continue with repairs. The payment center accepted the terms. 

We had discussed an inspection but I ended up having to take care of my sister for 2 weeks that died of XXXX XXXX, she was on home XXXX   and I was taking care of her, she passed XX/XX/XXXX. I was keeping contact through this time also. 

Then out of the blue, they send me an email stating I could only do some repairs, but had to have a contractor, after a month of saying otherwise, and since all the subflooring was in, and the only thing left is my trim and flooring, knowing the mold was an issue, and the insurance disaster, they recanted a month later. How do you hire a contractor on work already done?? The email read as if we had never spoken before. 

I called and spoke to a supervisor and XXXX who stated that they would not accept my pictures for completion proof, and or any thing else, it had to be an inspection. They both told me if the inspection came back over 75 % it should not be an issue. 

The inspector did a detailed write up line by line, and it was 85 % complete. Above the amount needed per Home Loan Serv. 

I received the insurance check and emailed/spoke to XXXX again and she stated if at 85 % we were golden and to mail in the check, otherwise I was going to cancel the insurance claim and just finish the work myself, and pay the mortgage. I would not increase my insurance premium and then absorb all the cost while they continue implying and misleading me. No trust at all and this XXXX, claim was becoming too much. Since she said we were golden and the amount would go to my mortgage that was now more behind, I mailed the check. 

Then for 10 days I was ignored as I emailed asking for a status, to receive an email asking for the exact information the inspection gave them, and I was not allowed too before. I only had XXXX to finish the job as far as materials and only flooring, but we wanted to paint, and do other things prior to flooring ( owners change this all the time without permission ) and part of the insurance claim was my water bill that I paid due to leak, that they claim as theirs too?? 

I am now being told none will go to my mortgage and I have to catch it up, or no reimbursement. I am XXXX, and they know this, the social security office, has approved it and the monies from that will pay for mortgage. But now that they have lied, deceived and developed unethical practices, they are foreclosing on me. 

I even sent the info they wanted that was on inspection report and still, nothing. They wont release it. They want all flooring in and that was not part of any deal at all, and I am not ready to do it. This is horrible and I have been in the hospital with XXXX trouble, my daughter twice with XXXX, 3 medical bills. I believe they are doing this because I am XXXX now. What can I do? How can they lie over and over, yet I loose my home? 



XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX

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