Consumer complaint received 2017-06-28
Company: MIDFIRST BANK
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Loan : XXXX To whom it may concern, Please be advised I have submitted a complaint to the Consumer Financial Protection Bureau due to the fact I or my authorized third party have been given the run-around with regard to obtaining updated Payoff and Reinstatement Quotes. A Payoff Quote was received from XXXX onXX/XX/XXXX with the quote expiring on XX/XX/XXXX. On XX/XX/XXXX we requested updated Payoff and Reinstatement Quotes as the Quote we received only contained Payoff information, not reinstatement information and only allowed 7 days to fulfill the Quote. On XX/XX/XXXX we contacted the bank to request that you postpone the foreclosure sale that was scheduled for XX/XX/XXXX as I had already used one adjournment and I want to retain my second adjournment as there are no other guaranteed adjournments that will be offered to me from the state of New Jersey. We were advised to contact the foreclosure attorney to get the proper steps to follow. XXXX XXXX from XXXX advised to send a letter stating my request with proof that reinstatement funds were being obtained and he advised to email that to XXXX The letter requesting the bank postpone the foreclosure sale was emailed to XXXX onXX/XX/XXXX On XX/XX/XXXX we attempted contact with XXXX to discuss the postponement request. A message was left advising the letter was emailed to the inbox provided and a call back was needed to confirm receipt. Later that day the reinstatement quote that was requested onXX/XX/XXXX was finally received, however the quote stated the date the quote was valid through was XX/XX/XXXX. Additionally, the quote states to submit the reinstatement funds three days prior to the expiration date to allow processing and mailing to our client. On XX/XX/XXXX XXXX returned a call to my authorized third party to state they never received my written request to postpone the foreclosure sale set forXX/XX/XXXX. While on the phone with my third party, the representative from XXXX discovered the email and ensured it would be forwarded to the correct department to work. We spoke to XXXX onXX/XX/XXXX and they advised the postponement request had been forwarded to the bank for approval/rejection. I was forced to use my second adjournment on XX/XX/XXXX to stop the sale scheduled for that day. We called XXXX on XX/XX/XXXX for an update on the updated Payoff and Reinstatement Quotes. A message was left to return the call. A return call was not made. I filed bankruptcy on XX/XX/XXXX. Documentation was faxed to the bank and XXXX. We called XXXX on XX/XX/XXXX to verify they received the bankruptcy documentation and to inquire about the Payoff and Reinstatement Quotes. A message was left. XXXX called my third party back to advise the sale was stayed, and she faxed documentation to support that. On XX/XX/XXXX my third party requested an updated Payoff and Reinstatement Quotes from the bank. They were advised it can take up to 10 days to process the request and the Quote will only be valid until XX/XX/XXXX. We further requested the quote be valid for a longer duration as the Quote will have expired or be within 3 days of expiring by the time the request was processed and faxed to us. The representative stated that she will request the quote be valid until XX/XX/XXXX. On XX/XX/XXXX my third party called the bank to inquire on the status of the Payoff and Reinstatement Quotes, they requested that the Quotes be expedited. The banks representative stated we would need to speak to the foreclosure attorney to request the Quotes be expedited. They called XXXX and again left a message for a call back. XXXX called my third party back onXX/XX/XXXXXX/XX/XXXXand advised that Payoff and Reinstatement Quotes were processed on XX/XX/XXXX and valid until XX/XX/XXXX. I nor my authorized third party have received these quotes. My third party asked again for the Payoff and Reinstatement Quotes that were requested on XX/XX/XXXX to be valid for a full two weeks instead of the very limited time given in each of the previous Quotes.

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 non-monetary relief