Consumer complaint received 2019-04-10
Company: PRIMARY RESIDENTIAL MORTGAGE
State: DC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I purchased my home in XX/XX/XXXX, and despite the unpleasant obstacles given to me by the lender, I still purchased know that the loans are always sold after closing. Well unfortunately this did not happen to me. I have been having issues since day one from the referenced mortgage company and made the entire process a complete disaster and stressful. To date, they still have not paid the portion of my bills they were supposed to pay, which includes HOA fees and a water bill. It is hard getting the proper assistance needed, not to mention a straight solid answer, which is why I must make this complaint for assistance. 
I will start with first the fact that I was told that my lender I was working with put a specified comment on my loan to not have it sold and to keep it only with this company. I have never heard of this and contacted XXXX, which is who is the lender I was working with, and she advised she never told them that and to date I have not clear reason or answer why my account has not been sold. 
Next, as you know the Federal Government was shut down for over a month and has caused a lot of people financial hardships and in need of assistance. I first contacted them the very first week after the shutdown, XX/XX/XXXX and asked if they had any assistance in case we remained on the shutdown and no money to pay the mortgage. I was told then that they were working on it and would get back to me or I could call back in 5-7 business days to confirm. After not receiving a response and anxious to know what I needed to do, I contacted them on XX/XX/XXXX and was told that they were not offering anything and the only thing I could do was to do a loan modification or hardship package. I asked if not paid by the XXXX if the late fees would be waived at least and they replied no because they only waive the late fee once in the entire 30-year loan term, which I found not only strange, but very unrealistic and unfair. How can you possible say for an entire 30 years that no one can have a late fee wave, especially under the circumstances like this and I had only had one, but it was a bank error which is why it was waived in XX/XX/XXXX and at that time this rule wasn't even mentioned. In addition, I was told that even with the modification or hardship package it could take 10 business days to process and may or may not be approved and ultimately if the mortgage was not paid it would go negatively on my credit report, which was a huge concern for me, especially during this time where the circumstances were out of my control. Not to mention, they never even sent me the package out until after the XXXX of XXXX and I did not even receive it until XX/XX/XXXX, which when I received and reviewed the information, it was going to take me at least 2 to 3 business days to complete it and by the time they even received it back and allowed the reviewing time, I was still running short of time and basically going to be forced to have that mark on my credit report and the mortgage late. 

This company basically is working like mortgage loan sharks and setting people up for failure and I know they could and should have assisted individuals a lot more, especially at this time and not to mention it is now causing me an additional financial hardship, as not only did I have to come up with all the money in less than a week in XXXX, I have an unpaid reoccurring late fee balance totaling over {$140.00}, as I could not even pay XXXX 's or XXXX 's mortgage until after the XXXX and may still have to be late in XXXX trying to catch up. 

This does not even compensate the fact of the many structural issues I have had since moving in, but I will not go into that, as it is a builder issues, not the lender. However, I will state that the lender is obviously making illegitimate practices as I was never told of my appraisal and they had it changed to make it work for the amount of money they wanted for the house and I did not receive a copy until closing, at which by that time I basically had no choice but to purchase the home because I had nowhere to go not no time to wait for them to never reply and my son and I have no home to live in. This process with this lender has completely discouraged me from ever having to purchase again and I would never recommend anyone to buy a new home from XXXX XXXX, especially if they are using this company as the lender.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation