Consumer complaint received 2021-05-07
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was approved for a COVID forbearance program ( XX/XX/XXXX - XX/XX/XXXX ) by my lender, Huntington ( XXXX, Ohio ). Once the forbearance period was complete, they provided an application for payment readjustment. I completed that and returned it in XX/XX/XXXX. I also began making the regular monthly payments on XX/XX/XXXX. They subsequently had asked me for further documentation to accompany my application ( most of which is not even available ), and I provided an explanation via email why that documentation is not available. When I continually received no response to that particular email, I followed up with at least four emails and a couple telephone calls. Apparently, they decided that my application was incomplete and turned my account over to foreclosure without my knowledge. While they stated that a letter was sent, I DID NOT RECEIVE ANY COMMUNICATION from them -- via mail or to any of my emails -- that my application had been rejected. The ONLY information I received ( by mail ) was another blank application to complete, the same application that I had already completed and was confirmed to have been received by Huntington.

Meanwhile, I had been receiving an occasional notice from the foreclosure department all during the forbearance process. I was consistently told that such notices were normal and to ignore them. Also, my last two payments toward my mortgage were rejected. My last verbal communication with Huntington about the forbearance program resulted in being told that there was nothing that could be done by the forbearance folks because foreclosure had the account. I was also told that I needed to complete another application, apparently for loss mitigation. Meanwhile, they want full payment for the forbearance program along with the two recent payments that were rejected. I did receive, by mail, a letter regarding this, but it came from the foreclosure folks, not the forbearance folks. Unfortunately, I did not immediately react because of all the times I was told it was standard during the entire forbearance process. 

I did complete the loss-mitigation application and sent that via email this morning ( XX/XX/XXXX ). Because I'm not certain how the process works, I am in jeopardy of losing my home. I feel that Huntington was negligent in their communications, and what communication they did provide was ambiguous. I also feel that they have taken advantage of the situation. I am XXXX XXXX XXXX and have significant equity in my home with only 11 years left on my mortgage. If foreclosure would occur, it would only benefit them. 

I find it frustrating ( if not fraudulent? ) that I can be approved for the COVID forbearance program because of a hardship, then expected to immediately pay back that amount as if the hardship never existed. In my experience, the COVID forbearance program presented a beneficial situation for the lender and not the borrower. 

I am attaching the emails I sent to the individual who supposedly oversaw my account. I NEVER RECEIVED ANY COMMUNICATION from her. I think that the lack of communication from Huntington is evident by my consistently trying to reach out to her.

Company response to consumer: Closed with explanation