Consumer complaint received 2021-08-04
Company: Alabama Housing Finance Authority
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Good afternoon. I have had a mortgage XXXX company for 16yrs this XXXX. My original mortgage company was XXXX XXXX XXXX & then they merged with your company. They let me put my closing costs on the back end of the loan but when they merged with XXXX, then this company made those closing costs a 2nd mortgage for me. I have tried & tried to refinance for over a decade because XXXX still has me at a 6 % interest rate which has my monthly payments extremely high & has always been unbearable to stay on top of. A couple years ago, XXXXXXXX XXXX offered to refinance by loan & even take over the 2nd mortgage loan & consolidate them into one but XXXX would not let me out of my mortgage with them until I paid the 2nd mortgage in full first. Makes no sense how a company MAKES you stay with them & forces you to for 16yrs! XXXX has never been willing to help with their customers at all, even through really tough times! Now, here I am trying to refinance yet again & even get some equity out of my home to pay down some debt & do some home updates & XXXX have put delinquent marks & late payments on my credit thru this Pandemic. XXXX  should remove any late payments from my credit from XXXX thru until the end of XXXX. Theres no way they should be penalizing anyone for having any late payment at all thru anytime from the beginning of the Pandemic until the end of the Pandemic period. I lost my job during it & was panicked about what I was going to do. I did start to receive unemployment & stimulus checks is the only reason I was even able to pay on my mortgage at all. But those were delinquent at times coming in & it was all extremely stressful time & has been for everyone for over a year. XXXX needs to remove any late payments or derogatory remarks or negative marks on someones account during this Pandemic from XXXX of XXXX until XXXX XXXX. Its horrible that this company would try to hurt someones credit & not show forgiveness on their reports for being late during this scary & uncertain time. I have had the hardest time with this company & some of the rudest representatives & have tried to refinance but they still refuse & force me stay at a 6 % interest rate & Im done with it. I have been forced to be with XXXX for too long & have been forced to pay 6 % for too long so I am reaching out to companies & the XXXX to help me with this company. I have sent them this same email & complaints & they only responded by saying they would send it to the right department or persons for a response & still have not heard from anyone there at all. I emailed them on XX/XX/XXXX. I would just like some help to remove late payments from the beginning of the pandemic until it's over to give people a chance to refinance to lower their payments or to be able to take out their equity to pay off debt or to make improvements to their current home. Please someone let me know if there's anything that can be done against this horrible mortgage company.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation