Consumer complaint received 2018-08-17
Company: HABITAT FOR HUMANITY INTERNATIONAL, INC.
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
My loan was transferred from Habitat For Humanity to XXXX XXXX XXXX, XXXX. My mortgage was transferred ( per a certified letter sent from Habitat ) on XX/XX/2018. I received notice of this transfer on XX/XX/2108. I reached out to the representative who was listed as the point of contact " XXXX XXXX '' via phone on XX/XX/XXXX. Mr. XXXX informed me that he was out of town and followed up saying he would be back in the office on the upcoming Monday. I followed up with Mr. XXXX on Monday XXXX XXXX via phone. Mr. XXXX stated that he was just returning from vacation and needed time to " sort '' things out. Mr. XXXX stated that he would follow up with my by the close of business on Monday. On Tuesday, XX/XX/XXXX, at XXXX XXXX Mr. XXXX sent me an email stating/saying " I'm working with attorney to get accurate account info.today. Will touch base later today '' I waited until XXXX and I had not heard back from Mr. XXXX. I arrived in person and brought Mr. XXXX 's company two money orders for XXXX and XXXX mortgage. Mr. XXXX stated that he would accept the payment but he didn't have to process the payment because I was behind on my mortgage. I asked Mr. XXXX how much am I behind, Mr. XXXX stated that he could not tell me an exact amount because his attorney is still working on the numbers. I received a statement in the mail on XX/XX/18 from XXXX XXXX XXXX XXXX, XXXX stating that I owed a past due balance of {$3200.00} stating that the transaction activity was XXXX XX/XX/18. I emailed Mr. XXXX for further clarification of this balance on XX/XX/18 inquiring about a balance of {$970.00} in my escrow account ( I was told by my previous Servicer Habitat For Humanity that this balance existed ). Mr. XXXX emailed me back explaining the balance. I returned the email asking Mr. XXXX if he could provide me with an escrow analysis and a complete pay history. I also asked him about what happens to my escrow balance of XXXX whats the account is updated and I asked him about my property taxes moving forward. Mr. XXXX never replied to my email. I arrived to XXXX XXXX XXXX on XX/XX/18 with a certified check for the balance due of {$3200.00}. My payment was taken and I was given a receipt for the transaction. While in the office I asked to speak to Mr. XXXX so that we could review my balance with the updated payment. I was told that he wasn't available and that he had just stepped out the office. I left a message with XXXX- the front desk worker to have Mr. XXXX to return my call. Mr. XXXX never returned the call. My experience with this company has been terrible and misleading. I have a mortgage with this company and I can't reach anyone to discuss my mortgage. When I call XXXX XXXX XXXX, they state that XXXX is out of town or unavailable. XXXX is the only point of contact. I have not been able to get an update amount nor a payoff or an escrow analysis. I can't call and communicate with anyone ( because they are never available ) to ask if my XXXX payment was included in the XXXX balance. My loan/mortgage has not been serviced properly and I was not given a proper notice that's required by law by my previous lender Habitat For Humanity before transferring my mortgage. I am stressed out over the exchange with XXXX XXXX XXXX company thus far. Finding information out about my mortgage should not be intimidating and stressful. I have called Habitat For Humanity and left voicemails to get more information about this transaction but I am not being replied to. Habitat For Humanity has also sold 11 other mortgages to XXXX XXXX XXXX ( also known as XXXX  ).

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