Consumer complaint received 2023-09-26
Company: PENNSYLVANIA HOUSING FINANCE AGENCY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
I was experiencing a financial hardship related to the XXXX XXXX XXXX XXXX of XXXX. I received information in XXXX XXXX about the XXXX money that was being allocated through XXXX. XXXX of Pa XXXX to help struggling homeowners who was having difficulties making monthly payments, had fell behind with income being impacted during this time and was facing being homeless because of the XXXX. I like so many Americans were enduring so much struggles prior to the Pandemic and with the devastating impact of XXXX, it was even worst. I searched the internet for months for updates and even called the XXXX. Office seeking an opportunity to complete an application online. In XX/XX/XXXX I was notified PAHAF application was available online and after many tries I was able to finally complete an application requesting mortgage assistance past due help and pay it forward mentioned in the initial application process. From the application beginning, it was a very overwhelming process not being able to communicate with the assigned case XXXX as required she did explained as best she could that i would be eligible based on information provided and I would be able to get past due paid to XXXX XXXX mortgage plus XXXX 24 months of paid forward and if i needed additional assistance in which i did request more help to get back on my feet in good standing, as I was prior to the XXXX. I was told at that time that I was eligible for Homeowners assistance XXXX up to {$50000.00}. when i was able to speak to someone, it was a case manger staffed remotely, not directly linked to PAHAF and couldn't provide readily the program services information as PAHAF had initially stated with doing the application. Somewhere along this process, there was a break in having no way to reach the case XXXX assigned, she just stop answering and reaching out to the call center leaving messages for case manger went without a response, I felt even more anxious fearful of becoming homeless after the case manger just stopped communicating, unable to reach her. Then, I received online communication from XXXX saying the XXXX was approved and they were reaching out to XXXX Mortgage company to get a correct past due amount, this went on and on and finally after not being able to speak to the case XXXX assigned an by calling XXXX as to the XXXX update I finally, receive an email with a XXXX awarded for the past due amount {$7900.00} XXXX reached out to the case XXXX again to help me in clarity about the amount and was informed about the additional help of pay it forward and was told that i had been given XXXX and at this time I stated to the casemanager I am requesting the XXXX or 24 months pay it forward with the XXXX in which I was told I was eligible for and could ask for the help, and i did at that time. I was told I needed to sign the document electronically and that XXXX and XXXX would be signing off and I would received a copy of the finial document. I continue to press about receiving the finial document of what the award payment consist of because by this time, the award notice had been removed by the agency and I wasn't able to access it and reaching out to XXXX XXXX Mortgage company who stated, they hadn't received anything sign off documents about the XXXX. XXXX stated they were not in receipt of the award document but had received communication, however XXXX did made deductions as seen on my monthly statement but couldn't give a confirmation as to receiving information from XXXX as to the break down in distribution of the award. THen XXXX was no longer available for contact and each time i called it went to call center saying they would be in touch, this went on for months. Meanwhile XXXX stated they had no updates. The communication stopped with PAHAF, and I was left unclear about what was going on. During this summer, I got word that XXXX had a XXXX party company handling the business part that i had did my application with and were migrating to their own system and doing their own business at some point. I stayed up on this, just anxious, clueless, fearful and finally when I got XXXX XXXX I was forced into doing another application process, even though I was told it wasn't it was just needed for the re-application process and I would not be able to move forward with getting a case XXXX or XXXX awarded information until i did the re-application process. Their system was so crazy, couldn't not navigate the system, no speak to nobody except the on call center, called over and over about their online reapplication system and was given at least 6 times different client ID passwords trying to open the portal to do the application. I already was given a ID # from the initial application process but was forced by this Migration of system process into getting another ID # as if i was a new applicant. I tried to stop the new ID # fearing it would make me seem like I was a new application person and it did exactly that and now based on this process, I never spoke to a case XXXX even though i was lied to at the start of this re-application process, that I would get assigned case XXXX once i did the re-application on their website. Finally, did the application only to be subjected to no communication from any case manger as of this date XX/XX/XXXX and when i reached out about this constantly, i received hostile tone email from the agency staff offering no case manger communication, instead the more i tried to get help communicate with someone directly, I instead got an email stating i was denied based on information they chose to use instead of speaking to me about the prior services of the initial program and supports i was informed would be forthcoming based on the program services agreed to. Additionally, the re-application I was forced to do believing as i was told, was needed otherwise i wouldn't be able to move forward being assigned a case manger and received the XXXX I was to receive. I did the application XX/XX/XXXX it was XXXX pages and was requested to sign the document electronically, in which I did with the assistance of my Daughter. I looked just last night after trying to get on the application to do an Appeal and saw that XXXX has increase the pages in updated information to the re-applicaton icompleted on XX/XX/XXXX and now its a total as i recall of XXXX pages to the re-application and PAHAF used, by forging my electronic signature and added it to the end of the re-application which is now at least XXXX pages with an unauthorized signature in place. My stomach is hurting from this to the point i feel so sick. The misuse of my signature by XXXX is Unacceptable, I feel so humiliated, disrespected. I never spoke to nobody about these added pages period.Apparently, I am asking PAHAF to respond to why they would misuse my signature the audacity to add my name and date it as if its been reviewed and agreed by me, I haven't spoken to anyone since XXXX migrated but on-call ppl in XXXX .Thank you

Company response to consumer: Closed with explanation