Consumer complaint received 2017-12-11
Company: HABITAT FOR HUMANITY INTERNATIONAL, INC.
State: TX
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
I bought my home with Habitat for Humanity in XXXX with a no interest loan. Due to a lack of income I many times have made partial payments, to avoid foreclosure, and which has been a normal way of doing business through communication. The issue I have with my local XXXX County Habitat for Humanity chapter is the poor accounting, poor handling and lack of access of my account, not to mention a lack of protocol and unprofessionalism and trickery I have recently experienced. Having XXXX children, being on a fixed income since XXXX, I ended up struggling to pay my note and then in XXXX things got worse when I lost my child support so, I begin making partial payments in XXXX XXXX, in order to avoid foreclosure. I was in constant communication with the staff. On or around XXXX XXXX, I made a visit to Habitat to request a print out of my pay history as it appeared payments were missing and the amount owed was higher than expected. XXXX, was very critical to discuss my account, while sitting in front of her computer but never clicked print to grant my request. At that point, it was determined that {$200.00} asap to remain within the 60 day past due time from before the next month payment was due but {$200.00} was paid an accepted on XXXX XXXX instead. Then after receiving a letter on XXXX XXXX from Habitat dated XXXX XXXX I went again to the office on XXXX XXXX to pay and recieved receipt for {$1200.00} and I left a promise to pay XXXX 's mortgage before the end of the month, in which I did. So, on XXXX XXXX I made the regular mortgage payment of XXXX which included a {$40.00} late fee. On the XXXX XXXX, I received a letter in the mail dated XXXX XXXX, stating acceleration and additional fees. I assumed it was an error because my account was current and payments accepted with no further issues. However, I was unable to pay again XXXX, XXXX I was told was waived due to XXXX but now I 'm being told only the late fee was waived. So, out of relief I did n't pay in XXXX, I paid {$430.00} in XXXX, and I made 2 payments in XXXX of {$860.00} to include a payment for XXXX. At this point, I am still receiving acceleration notices while I am in dispute of what is stated in the letters that I owe. I went in office again on XXXX XXXX and submitted a hand written request to Habitat and explanation of my account and record history and was put on the phone with Attorney XXXX to request it. I was also advised for the first time that my money orders had never been deposited and I was offered to accept them back. I did not accept them because circumstance were not communicated to me properly and it did not make sense. So, on XXXX XXXX, XXXX, I mailed a certified letter to president of my Habitat office, XXXX XXXX, again requesting my payment records and expressing my discrepancies with the handling of my account, in an attempt to resolve. He received the letter on XXXX XXXX but I never received a response. When I called on XXXX XXXX to follow up with him and was advised by office personnel he could not accept my phone call and to refer to the attorney. I never received any communication from their attorney since XXXX once I had caught up on my payments so I was not aware that my file was still in her office. I finally received a record of my account per the attorney 's office on XXXX XXXX as I had called XXXX XXXX to request a copy be mailed. The letter was dated XXXX XXXX which I had not originally received. It should have been sent certified like anything else important. At this point I am still in disagreement with the way my account has been handled, not properly. Not only have I been jeopardized by being refused to receive documents in a timely manner that I lawfully have a right to, but all communications attempts I made were in vain. This is no way to run a business with a homeowner seeking resolution to unresolved matters and possibly even mistakes or misunderstandings. Their letter states " THEY DO NOT DESIRE TO TAKE POSSESSION OF YOUR PROPERTY '' yet they have made every very close attempt to do so, despite my efforts to bring the account current. There have been many accounting issues in the past. I noticed according to the payment history record I finally received that were never credits applied to my principal for overpayments as had I requested so that I can pay my home off sooner. Instead it seems it was applied to the escrow instead and then refunded to escrow. And the accounting records never show the current balances nor any positive credits so its hard for homeowners to read. According to the policy you there is not suppose to charge a late fee if paid on or before the XXXX and this also applies to mail being postmarked by the XXXX. I see tons of late charges where I know I was n't a day or two late. I 'm either on time late after XXXX. Maybe, someone checks the mail late and decides to notate the account based on the date the pmt is entered. Not to mention, there is a high turnover rate in the accounting department and someone new is always working on my account. I 've dealt with at least 3 different people in XXXX. One year I did n't even receive a refund from escrow. Several home owners have lost their homes in XXXX XXXX for various income reasons but for one reason I know for sure was a leading cause of homeowners stress and issues like this and the reprobate that does not sincerely want homeowners to lose their homes. Based on how this issue was handled Habitat owes me the right to be treated fairly as a homeowner, providing me with information vital to my mortgage agreement without delay or causing a burden for me to assume additional attorney fees that they have intentionally incurred. Per the attorneys response that Habitat claims they tried to contact me after my XXXX XXXX payment concerning my account by phone and also by email which is a flat out untruth. Habitat has never not been able to reach me especially if they left a voice message. Besides, I was always in and out of its office. No emails received in XXXX ... If so, I would be glad to see the proof. Either way, I believe it was wrong while I was in close communication with them and was never told anything otherwise that after my payments there would still remain an issue. These are the overall issues I have with Habitat NW : # 1 accepted my payments and not deposit them, # 2 accept my payments and still accelerated, # 3 suspended my account without my knowledge, # 4 forwarded the account to their attorney after I had made a reasonable effort to bring the account current, # 5 excluded me from any consideration given to other homeowners during XXXX, # 6 did not provide me with any account information when I requested it on three different occasions. ( This also prevented me from providing documentation needed to receive mortgage assistance help ). # 7 Mislead me # 8 Attempting to further hinder me # 9 Charge me late fees on top of payments with late fee, in which Ive paid. # 10 Account  information letters never sent within a reasonable time for me to act. 
Otherwise, it seems like an attempt to further hinder me from bringing my account current, doing the exact opposite of what the delinquent letters state.

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