Consumer complaint received 2018-04-30
Company: BB&T CORPORATION
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My husband and I have been struggling to hang onto our home since we lost our jobs nearly 4 years ago. We were able to go through HAMP, and have been doing ok until his contract position ended in XX/XX/XXXX. I can not pay the mortgage on my own, so we were going to give the loss mitigation process another shot. We filled out the necessary paperwork and we were denied assistance, not meeting criteria. I appealed the decision in XXXX of this year and we lost the appeal. At this point, we were due for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. We had to be delinquent to request help. Now we are faced with catching ourselves up, or losing our home. I received a letter stating we needed to make a payment of {$5100.00} by XX/XX/XXXX, then I received a letter stating we needed to make a payment of $ {$6600.00} by XX/XX/XXXX. I called on XX/XX/XXXX and advised I would be making 3 full payments that week, and the remainder of amount due by the following Friday. I was advised that would be fine and the agent noted my account of my intentions. I made a payment of {$1500.00} on XX/XX/XXXX, and 20, totaling {$4700.00}. Those payments were received on XX/XX/XXXX, and XXXX. I noticed the payments were not posted, so I first called on Thursday, XX/XX/XXXX to ask why they were not posting to the account. The agent told me it may just take a few days and that I should check back, due to the status of the account. I called back on Friday, XX/XX/XXXX and was told that I could not split the amount up, that it should have been paid in one lump sum. I was never told this. The letter I received from the bank did not contain this information, nor did the agent onXX/XX/XXXX tell me this. Had that been the case, I would have waited until the following Friday to pay the entire amount. The agent on Friday said he would send an email to the department that had the funds and find out what they planned to do with them. According to him, that was the only way to contact this department. I checked back later that afternoon for an update, and there was none. This agent told me there was a possibility the money would post since it was full three payments and got me under my 30 day late threshold. She also told me to check back. I called back today and was advised my money posted to a report to be held for 7 days, then returned to me by check. I have not gotten the same answer at all, except for the fact the money had to be paid in a lump sum. The agent today read the notes to me from my XX/XX/XXXX  call. It clearly stated what I was going to do. But, she said since it was not entered as an accepted promise, it did not matter. Even though the agent told me it would be fine to send it that way. I requested a supervisor, but was told that the notes on the account were from a supervisor, so I was not allowed to speak with one. She told me they would reach out to that department for an update. Now I am looking at a XX/XX/XXXXdeadline to cure this amount, or pay additional fees or face foreclosure. I have no idea what they are doing with my {$4700.00}. And I have the additional money to add to that to pay the {$6600.00}. I am so scared I will end up losing my house because I was not told how that money needed to come in. I realize this started with me being in default, but I should be able to rely on my mortgage company to give me the information I need when I call, especially when misinformation threatens my home even more.

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