Consumer complaint received 2018-12-11
Company: COLORADO HOUSING AND FINANCE AUTHORITY
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Due to unforeseen and unavoidable circumstances we had to file bankruptcy, chapter XXXX, in XX/XX/2018. At the time of filing we had received notification prior of our mortgage lenders intent to foreclose on our mortgage. Our bankruptcy attorney advised that we needed to complete a loss mitigation package with our mortgage lender to modify the loan so that we could get back to an on time and current payment structure. We submitted the package by fax on XX/XX/XXXX. Follow up was made in XX/XX/2018 with our mortgage lender to get an updated status on the process and we were informed that they did not have the required documents and asked that we resubmit the package and supporting documents and needed to start making paymentd. Documents were emailed again in XX/XX/2018 and auto bill pay was set up to initiate the monthly installments. We received another package in XX/XX/2018 with a checklist of documents that were needed in addition to those submitted and updated docs were needing to be resigned and dated. The additional documents were submitted XX/XX/XXXX and XX/XX/XXXX as requested. I received a letter in XX/XX/XXXX stating there would be an appraisal performed and it would be at my cost. Shortly thereafter a letter was received from the attorney working for the mortgage company stating we needed to pay arrears to the filing date or they would request the bankruptcy stay protection would be requested removed with the courts. We received a court document stating the stay removal was honored. I contacted the mortgage lender XX/XX/XXXX and was told I needed to speak with the bankruptcy department but they were gone for the day. I have not received any further documentation from the mortgage lender or their attorney 's office. I reached out to the lender today, XX/XX/XXXX at approximately XXXX, and was told that as of XX/XX/XXXX we still needed to submit the same that was previously submitted on XX/XX/XXXX and XX/XX/XXXX and asked to speak with the foreclosure department. Their representative advised that I could submit an email request to receive an update or I could contact their attorney to get information. I called the attorney and spoke with XXXX who verified the stay removal, I asked for an update on the process and was told there was a sale date of XX/XX/2018. I inquired why I've received no additional documents or court filing papers and was told that they do not have to supply anything more or refile as they initially had done and that it was up to me to find out on my own. I asked about the loss mitigation in process with the lender and he said if the lender has accepted and is willing then it will halt the proceedings. XXXX asked that I forward the documents emailed to the law firm which I emailed immediately. I called the loss mitigation department again and spoke with XXXX and asked if she could recertify what I was told earlier and what the attorney stated. She again verified documents needed as of XX/XX/XXXX, I told her that I did submit the aforementioned documents on XX/XX/XXXX and XX/XX/XXXX. She review further notes and said that she now sees that and it was in a " different place '' on their system ; she was able to confirm what was received and that I again needed to submit several pages of the packet with the current date and outline a few other items needed and that she could email the list to me, to which I confirmed my email address. She mentioned that I needed to submit supporting documentation to my claim of hardship when the initial form stated that no support was needed for unemployment, loss of income and medical. She said it stated it is needed. I called back and spoke with XXXX about an hour later as no email was received, she said the notes show the email was sent and attempted to verify with XXXX, who sat next to her. She said it was sent and verified my email address, I confirmed that I still did not have it and asked for it to be resent as I needed the email to respond and include the attorney counsel to show intent and documents sent ; as of the time of this complaint ( XXXX ) it still has not been received. I've had this mortgage with XXXX for nearly XXXX years and up until the time they optioned to use their current servicer ( XXXX   in Illinois ) several years ago I had little issue. They were always fast and efficient and helpful, unfortunately I find the servicer to be slow and generally slow in every effort to their benefit. At this time we are in limbo and feel that due notification should have been send, as well as updated intent for the foreclosure with new filing and sale dates.

Company response to consumer: Closed with explanation