Consumer complaint received 2022-01-12
Company: HABITAT FOR HUMANITY INTERNATIONAL, INC.
State: TN
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied for HFH  mortgage loan. My representative and understanding was with a lady by XXXX XXXX. 
XXXX XXXX had a concern with my child-support. 
Apparently credit bureaus had been reporting my child-support was in collectiin status! 
This in turnwiuld have prevented me from obtaining a successful application. So I paid {$920.00} on my child-support because I was told that was the only portion in collection. 
This did not make sense ; since all my support was in *rears. But none the less I paid it. 

I was contacted on phone by XXXX XXXX. Apparently she had read an email sent specifically to XXXX XXXX. I found this nerve-wracking and an unstable manner for her to be approaching me about a email sent directly to XXXX XXXX XXXX XXXX 
None the less XXXX verified that the payment was not the issue but the fact all my child-support was reported as collects and not just the delinquent portion. She verbally told me to try and reach XXXX and see if this mistake could be taken care of ; she had experienced the same issue with another client. 
So, I contacted XXXX XXXX ; head of child-support collections. He review my grievance and sent an email and letter to the effect of my rears not being in collection and just a debt to be paid. 

Well, shortly after forwarding this email to XXXX XXXX I received an email to the blessfull reaction to my effort of resolving the child-support issue. 
But just as happily as I had become over such a positive accomplishment- i was shocked to be horrified by a follow-up email fromXXXX XXXX! 
This email read of a major issue with my student loans. Now here in this email XXXX XXXX claimed falsely that I would owe a monthly payment of {$430.00} towards my student loans!..? 
I had no foundation or knowledge to where XXXX XXXX gathered her information. 
At this point I was clearly baffled and left the feel ignorant. 
In the previous month I had sent XXXX XXXX XXXX and email attachment stating my application was approved for Total XXXX Discharge ( of my student loans. 
During this time I only knew there would be a review of my medical condition for determination of loan-offset. 
So to receive my application packet in the mail denying my claim due to a payment of {$430.00} was incorrect! 
This was seriously unethical. I wanted to know where XXXX XXXX got her information. 

I called XXXX XXXX. Once on the phone with XXXX XXXX spoke of my issue with the student loans before I had a chance to bring up the subject matter! 
I found this odd, once again ; because I had only corresponded with XXXX XXXX. At this moment XXXX XXXX started to speak of XXXX XXXX gathering information and reaCH-out to me about my student loans. I replied letting her know that XXXX XXXX had already injected herself into my business and spoke of matters that which should not have been to any of her knowledge!? 

XXXX XXXX made a very derogatory statement toward me ; " I've already been told you are being combatible about this issue with XXXX XXXX '' ( *Combatible is not even a real word ). 
I was shocked!!! I quickly snapped back at her with full intent to clerify three key points : ( 1 ) My student loans are under a forbearance until 2023. Yet even so, since the pandemic any payment towards student loans are not subject to any interest. All payments will go towards the principle of the loans! ( 2 ) Which entails my student loan payments not be subject to interest rates/fees which makes any future or current loan totals considerably less than any numbers crunched by XXXX XXXX! 
( 3 ) How can you figure any payment ( s ) if you do not possess the knowledge or criteria of how the loans are being handled? ; as XXXX XXXX did wrong in her attempt to calculate any monthly debt amount! 

Since it was a pandemic there were no interest being charged ; meaning if I did have to pay on my student loans it would not be according to XXXX XXXX 's presumptuous mathematics! 

As soon I ended the phone call with XXXX XXXX, I immediately scanned and sent a follow-up letter reporting that my Total XXXX Discharge determination will be processed within the next 30 days! 
My PCP had to verify my medical condition which reflected my issues would exist way past the 3yrs needed to grant a discharge of student loans. 

But today I signed for a heart-wrenching letter address to me from XXXX XXXX ( President & CEO ) detailing my application is now denied { and I quote } : 2. Willingness to partner : The tone of your recent email exchanges and phone calls without staff has been unacceptable. 
We will not be able to consider a future application. We wish you the best going forward. 

I'm pretty sure it's a stamped signature on Habitat for Humanity behalf I fill very hurt & threatened by the abuse of power just because I told the truth and wish that XXXX XXXX was faced with the same grief of financial burden that their unethical behavior has cost me. 
She cost my family even more of a hardship and now sabotage our future of having a stable home! 
I've been a single parent to my two youngest daughters for the past 13+ years at the address where I currently live! 
If Habitat for Humanity isn't for a person like me ; then who is it for? 
These two employees at the XXXX location have show total disrespect, denial and disregard to humanities & suffering! 
PLEASE HELP PUT A ROOF OVER MY CHILDREN 'S HEADS LIKE ANY OTHER RED-BLOOD AMERICAN FAMILY!

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