Consumer complaint received 2023-07-05
Company: MIDFIRST BANK
State: OR
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Early XX/XX/XXXX  I called XXXX XXXX XXXX  because our Covid deferment plan we entered into in XXXX was still not reflecting on the home page. I was told the loan was being sold to Midland Mortgage and that everything would go on with no interruptions and they would be honoring the agreement. My first new payment on the plan was required in XXXX and I had made every required payment according to this plan. I told them I was concerned that the agreement was not reflecting on my loan. I was told there were no issues. I then received paperwork from Midland that they now owned my loan and a payment coupon with the agreement amount on it. I immediately called them as my loan showed 8 months delinquent. They told me they did not have copies of this agreement and that I needed to call XXXX XXXX XXXX and get them. I did this and uploaded the documents per my instructions. This individual was XXXX XXXX XXXX. I called the following Monday and they said they couldn't take them from me they needed XXXX XXXX XXXX to send the documents and would reach out to get them. This did not happen. They kept saying they had time according to the law. I called one a week getting the same or different answers being told I would need to apply for mortgage assistance with them. They were not honoring the agreement with the previous lender. But the previous issue was covid related. My husband is a XXXX veteran with a XXXX XXXXXXXX issue now. 
Finally I was able to get assistance from XXXX at XXXX XXXX XXXX and her supervisor. She then got on a conference call with XXXX XXXX with Midland and told her that I did nothing wrong. All paperwork had been executed properly and signed by the VP in XXXX prior to the sale of the loan to Midland. XXXX and XXXX exchanged emails and contacts and agreed to work together to resolve and call me that Friday. No call came. I called and left a message the next Monday with XXXX XXXX no call back. I called again the next week and was told yes the VP signed in XXXX and they had the copy and they were just trying to finish everything up and they would call me that Friday. No call came. 

I called today XX/XX/2023 and spoke to a supervisor XXXX XXXX who again stated that XXXX XXXX XXXX did not complete the covid plan correctly and send it over to them correctly so it was null and void. I would have to begin a mortgage workout program with them which would destroy my credit at no fault of my own. I tried again to explain the situation and that in a joint conference call between the banks it was determined that I had done nothing wrong and that Midland needed to honor the agreement. I was again told I would need to start a workout with them and the covid agreement would be null and void. 

I called XXXX XXXX XXXX and again they said the agreement was completed and signed XX/XX/XXXX and the loan sold XX/XX/2023 and because it was completed that XXXX XXXX is required to honor it. They are refusing. 

None of this is due to any error on my part. This is only an issue because the loan was sold. XXXX XXXX insists that this is a fully signed agreement and must be honored as it was completed prior to the sale. Midland is violating my rights by refusing to honor the previous agreement. As of today XXXX XXXX sent an email to send yet another copy of the agreement to them directly. 

XXXX XXXX  continues to refuse to follow the agreement most likely per XXXX XXXX because it did not like the terms. But the agreement was fully executed and my rights are being violated and Midland refuses to communicate or resolve this situation.

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