Consumer complaint received 2019-10-29
Company: HABITAT FOR HUMANITY INTERNATIONAL, INC.
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had a home built and financed ( mortgage and escrow accounts ) through the XXXX Area Habitat for Humanity ( HFH ) located in XXXX XXXX, Mo. In XX/XX/XXXX, I noticed that the real estate property taxes were not paid on time. I had contacted HFH several times about this matter with no resolution. I then received an " Urgent Notice '' dated XX/XX/XXXX stating that our mortgage and escrow accounts were " ... still seriously delinquent ... '' and further stated that " As a result of your mortgage delinquent there was not sufficient funds in your escrow to pay your XXXX property taxes and that we are responsible for paying the property tax and all penalties for late payment. '' The letter was unsigned and did not state the total amount in arrears. The acting director, stated over the phone that he had personally reviewed our records and found us to be in delinquency. This was impossible since I have paid extra every month since the inception of the contract. To this date, the property taxes and resultant penalties are unpaid. I have also requested all of the loan information to include the current balance to no avail. Habitat for Humanity has repeatedly refused and ignored my requests and I was forced to hire an attorney in order to attempt to resolve this issue. It has been determined through my personal payment records that I should be credited in excess of {$4100.00} towards our mortgage. To this date they have not cooperated with myself or my attorney. Habitat for Humanity could only provide an incomplete payment history with the first two years of information missing. Also, from XX/XX/XXXX through XX/XX/XXXX, the monthly payment records were incorrect or completely missing ; especially, the most current form XX/XX/XXXX to current. I believe I have evidence that they are in breach of contract and through the " Urgent Notice '' had intent to defraud. Since this has happened several times in the past, I also believe that this appears to be corporate policy. My concerns are that this chapter is operating under the guise of a non profit organization to help people but instead are exploiting them instead. Embezzlement is also a very real possibility. I have reported all this to the National Headquarters through their website but the case was suddenly closed without any contact with me. We were told during a previous complaint, that the corporate headquarters does not have the authority to govern the actions of their local chapters. 

On XX/XX/XXXX we filed a complaint with the Missouri Attorney Generals Office. 
As a result, the property taxes have just recently been paid but we have not received a response as to our mortgage balance or the {$4100.00} plus that we have paid. HFH made a statement through their attorney that due to the significant managerial turnover along with accountant turnover so HFH is reviewing the documentation and that they will get this issue resolved immediately but still no answer. The investigation may be ongoing but I have heard nothing from the AG within the last 30 days. 

Habitat for Humanity is in violation of several statutes of the Real Estate Settlement Procedures Act : 1. Refusing to provide mortgager/escrow account information within 20 days of request. 
2. Not providing escrow or mortgage loan disclosures on a yearly basis or otherwise. 
3. Not refunding excess escrow funds annually. 
4. Embezzlement is a possibility.

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