Consumer complaint received 2021-09-20
Company: MidAmerica Mortgage Inc
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I originally filed a complaint regarding the handling of our payment. I recently reached out to MidAmerica Mortgage and was made aware that my payments had returned. The mortgage company did not bother sending me a notification and I was unaware until I called them to ask about the payments. I use Bill Pay with XXXX and the payment was sent directly to Mid America from XXXX. It was mailed on XX/XX/XXXX and Mid America received the payment on XX/XX/XXXX and it is supposed to be deposited and posted the day that it is received and it wasn't. I had to cancel the 2nd payment I had already set up to pay from the same way and allow Mid America to set up the next payment at the suggestion of XXXX  in Loss and Mitigation. I had a bad feeling about doing this but I did it anyway. This is the dirtiest and one of the most UNFAIR acts of " FAIR TRADE '' I have witnessed. They did not post the payment that was mailed by my bank on XX/XX/XXXX like they are required to do, instead they held the check until it was time for our payment that I was asked to set up by Mid America which was on XX/XX/XXXX. They deposited both checks at the same time which I was not expecting 2 weeks after they failed to deposit the check mailed by my bank. At that time, I was under every impression that they were not going to deposit the checks at all. This is what I had stated in my original complaint. They intentionally failed to communicate their intentions because they were setting us up for default I spoke with Mid America on Friday XX/XX/XXXX. They contacted me via phone, I thought this was because of the original complaint that I filed or the response to my letter that I mailed. Well it was not either. They were phishing and asking questions that were in line with applying for the Forbearance that we are totally eligible to receive. My husband lost his job on XX/XX/XXXX for the 2nd time since the Pandemic began. We are just now getting in a position to be able to resume our financial obligations. I explained this to the representative that called me and I asked him if the questions were for the Forbearance. He fumbled for words and said that they have not received our letter that I overnighted requesting the forbearance. He put his supervisor on the phone. XXXX was extremely pleasant and understanding, she immediately took all of our information and place us in forbearance as we spoke on the phone and FINALIZED THIS. We worked out our payment schedule as we agreed that our payments would all be paid by XX/XX/2021. and ALL FEES WOULD BE WAIVED. We both agreed and we disconnected the phone ... Moments later I received a second phone call from Mid America this time I was told by a women describing herself as a little bit " HIGHER UP '' than XXXX. She said she DENIED our Forbearance previously, which is strange because we have NOT spoke to anyone about a Forbearance and the letter that I had sent seeking a forbearance, I was told that they never had received it. So now they are lying to me. XXXX XXXX stated that she personally denied the Forbearance. I told her that we had a verifiable loss of income directly related to COVID 19 and the Cares Act states that we can get a forbearance. She told me that I had to fill out a packet and I explained to her that it was not needed that I only wanted the forbearance to be granted to waive the {$4500.00} in FEES they are trying to tag onto our account. They are NOT trying to help us, in fact they are trying their hardest to put every nail in our coffin. They are to follow the CARES ACT and they have decided on their own to opt out of what was signed into law to protect the homeowner. I NEED HELP~to fight this crooked and unfair business so we can save our home. I am documenting every single unfair action they continue to take against us. We have suffered severe financial hardship due to COVID 19 and they are trying to steal our home from us. XXXX XXXX and her Supervisor are breaking the law.

Company response to consumer: Closed with explanation