Consumer complaint received 2018-08-20
Company: HABITAT FOR HUMANITY INTERNATIONAL, INC.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Habitat has always had a problem with resident mortgages. When entering the program they indicated we had to fix our credit. Of which I completed prior to being chosen for my home to be a built. Once my home was built Habitat employee 's asked for more money and proceeded to take payment. I then found out they do not report my payments to the credit bureau and have now forbidden us to receive monthly statements. I recieved a letter drawn up by XXXX XXXX hand delivered on a Friday evening at my resident. XXXX, took over XXXX XXXX position after they neglected to notify resident that she passed away in XX/XX/XXXX. Per XXXX I owe {$2000.00}. I immediately contacted XXXX when I opened and read the amount. XXXX answered, I tried to explain my concerns and she kept rudely cutting me off and over talking me instead of allowing me explain my question. She became upset, I became frustrated and then she hung up on me. I called back and she would not answer. Then I drove up to the location to speak with her regarding this amount and no one would speak to me. I seen XXXX through the glass locked door, and she would not come to the door. A Habitat employee was outside and took me inside the lobby of the main branch, she then went inside to get someone but came back to tell me XXXX XXXX would not be in until next week sometime. I said ok and left. I do not owe {$2000.00}. Yes, I am late, but I pay my late fee everytime of which they never log either. I am tired of fight with them about ALL the lies, they have not upheld their end since the beginning regarding these homes. I am not the only homeowner with these issue. Some have giving Habitat the option to buy back, to walk away because of accounting issues and more money. Habitat has not fulfilled any of the contractual promises and have told us, the homeowners, that it does not pertain to them because they were not employed with Habitat prior to the date they started. My mortgage per the annual report XXXX XXXX sent out in XX/XX/XXXX is XXXX. If I pay after the XXXX there is a XXXX late fee. Our mortgage is broken down as such : mortgage principal {$230.00} + taxes, insurance {$230.00} ( estimate ). At the point of the letter I was past due {$4700.00} ( XX/XX/XXXX & XX/XX/XXXX ) +XXXX ( late fee ) = {$980.00}. I mailed in a certified receipt of Request for Information Pursuant to Section 1024.36 of Regulation X on XX/XX/XXXX to Habitat for Humanity PBC. I recieved the receipt they had 5 business days to acknowledge which they did via email by XXXX XXXX on XX/XX/XXXX. Within 10 business days they were suppose to provide the identity of and address the owner or assignee of my mortgage loan. Did not receive, and within 30 days to comply with and respond to the remainder of the request. I have yet to receive the information regarding my mortgage with Habitat for Humanity PBC. Due to Habitat of Humanity actions they have been deemed untrustworthy to many homeowners including myself. 
Being they allocate everything in office via XXXX spread sheet it doesn't take much to offset their books and form errors. XX/XX/XXXX  Habitat had a Ransomware attack which happen during the hurricane. They never reported it to authorities. Habitat does not report to a credit bureau so we have no one to watch for these errors. Employers turnover all the time. Habitat has used my name to open accounts with XXXX XXXX XXXX  and I received a XXXX in XX/XX/XXXX. Without notification to the homeowner. Habitat is a Non-interest mortgage. I went to XXXX XXXX to gain knowledge of how and why, but was sent to the woman that handled established the accounts named XXXX XXXX and she would never contact me back. Until I had to reach out to her manager this year and she asked me what am I looking for. All I want is what was promised, report to the credit bureau from day 1, a statement each month, and my XXXX XXXX forgiven on my 2nd mortgage. This is what I put in my sweat equity hours for. I paid my closing cost 11years ago and my mortgage with the late fee. I have been in my home for 11 yrs and they continue to butcher up our mortgages and do not give us solid responses. PLEASE HELP US. Being that the programs is XXXX based people overlook the underhanded activities they have done. Out of all the homes they have built, not that many own their home. Has anyone ever asked why? I have all my paperwork to back up everything I am saying. Even from the beginning of me starting the program. I have also been keeping a log alongside every check I have paid to them.

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