Consumer complaint received 2017-08-08
Company: MB FINANCIAL, INC.
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
( Not issuing decline letter in timely matter ) My husband and I had fallen behind with our loan due to unexpected major repairs to home and change in income after home purchase, back in XX/XX/XXXX. We applied for a modification and were approved in XX/XX/XXXX. The documents were received on or about XX/XX/XXXX and due back by XX/XX/XXXX. We sought legal advice to understand the new agreement and return the documents after XX/XX/XXXX but prior to the end of the month. At the time we were not aware that there was a return date for the signed and notarized documents to be returned by XX/XX/XXXX. We made the first payment as per the modified agreement on XX/XX/XXXX. We have since been told that our permanent modification has been declined due to not returning the agreement. The most recent statement received indicates that we have a balance in excess of {$9000.00} in arrears and have not, to date, received a decline per the verbal conversation my spouse had with lender. Also, the payment I sent for XX/XX/XXXX has been posted. Today I called the bank to confirm that the Modification has been declined and requested an official letter. They confirmed that they did receive the modification documents on XX/XX/XXXX. They stated that they spoke with me on XX/XX/XXXX when I called to make my payment and discussed nothing about the due date of the paperwork or even stated that they have been trying to reach me. I was unaware that their were any issues. As I request as much information as possible whenever I call them because nothing is clear. They claim they called my spouse on XX/XX/XXXX and spoke to him. He has no record of this. There was no note as to what they spoke about other than XXXX was planning on returning the document. They gave an extension to XX/XX/XXXX. They claimed to have tried to contact XXXX several times but could not. ( So we were in no way made aware of this or even that it was needed. ) They called XXXX on XX/XX/XXXX when they received the paperwork and told him that it was being declined to the time window expiring. I called on XX/XX/XXXX and requested documentation/ decline letter. I explained why there was a delay and that every time that they have contacted us, we have spoken with them. I also requested a new hardship packet and told them I was meeting with my official HUD counselor later this month. I also gave them my number to contact me if necessary with any questions. She said that it would now become the default contact going forward. I asked if would take 5 months again. She told me they were originally short staffed when first applied. That it why they have been delayed in getting things out to us. It should go much quicker this time. I would like to note that I do not believe they have tried to contact us when they said they have. We have been very attentive/ responsive as well as making the agreed modified payments in a timely matter. We have also adjusted our lifestyle to do everything we can to keep our creditors happy.

Company response to consumer: Closed with explanation