Consumer complaint received 2023-03-10
Company: MIDFIRST BANK
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My account was approved by Florida HAF ( Homeowners Assistance Fund ) XX/XX/XXXX for past due and 18 months of forward payments. Florida HAF will send monthly mortgage payments to my borrower for 18 months. Everything was going fine, 3 monthly payments ( XXXX XXXXXXXX ) were sent to Loancare on time and the mortgage was current on XX/XX/XXXX. 


Then our loan was transferred to a new mortgage company, Midland Mortgage beginning XX/XX/XXXX. During the transfer of the loan, HAF continued to send XX/XX/XXXX and XX/XX/XXXX payments to XXXX. XXXX informed me they sent both payments to Midland Mortgage as per their welcome letter, 2 payments were forwarded by the loss mitigation department at XXXX to Midland Mortgage at XXXX XXXX XXXX XXXX XXXX XXXX  XXXX. 


Every day in XXXX and XXXX I called Midland Mortgage at XXXX referencing my loan # XXXX. Everyone at Midland said they see nothing. 


On XX/XX/XXXX, I saw in my transaction history at the Midland Mortgage website that a payment posted at Midland Mortgage, so I called and they said they see nothing. They said I am 3 months late, and have begun sending me information to save my house. The rep at Midland Mortgage said XXXX did not ever send those 2 payments for XXXX, and asked me to get an address if they really did. So I did, and XXXX Loss Mitigation said they sent both payments to the address Midland Mortgage provided, XXXX XXXX XXXX XXXX XXXX XXXX XXXX 


When I called Midland Mortgage back and explained this to them, the rep told me that is the address for mail correspondence, and rarely monitored. They were going to open a ticket. To my amazement, the next day, the transaction history at Midland Mortgage now shows 2 payments received XX/XX/XXXX, another on XX/XX/XXXX. A total of 3 payments received, still none posted towards the balance. I was told to wait a few days, these things take time to cycle through. 


So, I waited until XX/XX/XXXX, and now another payment ( 4th ) from HAF posted on Midland Mortgage transaction history XX/XX/XXXX, a total of 4 payments received, and one was finally posted towards the balance XX/XX/XXXX. I called Midland Mortgage and told them they are now in receipt of 4 mortgage payments from HAF, yet only 1 posted towards the balance. I was sent to a supervisor, who told me that one payment was for XX/XX/XXXX, so I informed her they received my loan XX/XX/XXXX with {$0.00} balance, she realized the error, and said that would be corrected. As far as the other 3 payments, she is not sure where the funding went or where it was applied, she would look into it. She told me she was going to open a XXXX investigation, and in a few days would be able to see where the money is. This is the 3rd time I was told in 3 months they were opening an internal investigation, nothing ever comes of it.

In the meantime, I am getting letters and calls about being over 90 days late, and Midland is not recognizing that on their own website, it shows exactly when the funds were received, they just remain unapplied.

Midland Mortgage told me to ignore the transaction history, that they will figure it out in time. Midland told me that payments usually post in 14 days. I said what about the 2 payments you received XX/XX/XXXX, 43 days ago? They did not have an answer and told me to be patient and they will figure out how to apply the money. I don't seem to be making any headway with Midland Mortgage, and I hope that your professional position and reputation in this industry can get them to take this issue more seriously. 


Please call or email me if you need further information, I keep very detailed records and can assist you any way I can. Thank you for your consideration, your help, and your time!

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 non-monetary relief