Consumer complaint received 2017-08-07
Company: FBC MORTGAGE, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX I called FBC Mortgage and talked to a representative to let her know I had lost my job and explained to the representative that XXXX XXXX is going to pay my mortgage on my behalf. She said great and gave me the email address so I could send over the supporting documents. I emailed her the XXXX XXXX documents so they could start receiving mortgage payment from XXXX XXXX on my behalf. The representative sent me an email to show the documents was received and are now being sent to the department that will be singing the documents and getting them back to XXXX XXXX to start mortgage paments. The email the representative sent contained the attached documents from XXXX-XXXX XXXX that was supposed to be filled out and sent back in order to receive mortgage payment was being processed as was told to me. The email was sent by FBC Mortgage loan administration : [ XXXX ] subject : Re Loan number : XXXX XXXX XXXX, XX/XX/XXXX @ XXXX in attacked to this complaint document. I called FBM Mortgage about 2 weeks later to check and see if they had sent the Home-Safe Georgia documents back so they could start receiving mortgage payment on my behalf and the FBC Mortgage representative sent me over to another department that was supposed to be handling the documents. After speaking to the representative in that department, she told me after checking her notes the package was being sent over to XXXX XXXX  as soon as possible and she apologized for the delay in doing so. I asked if she noted the account as the documents was being processed and sent she stated to me yes, it will be taken care of. She again represented the email that was sent to me on XX/XX/XXXX to show they were taking care of the document but again she apologized for not doing so immediately. After 5 weeks of waiting for FBC Mortgage to send back to XXXX XXXX documents, I called XXXX XXXX because I thought the documents would have been received and spoke with my representative XXXX XXXX and she said FBC Mortgage has not sent the signed documents back to them to start mortgage payments on my behalf. After my representative let me know that FBC Mortgage had not sent the documents back to XXXX XXXX, I called FBC Mortgage for the 3rd time and was transferred to the department that was handling the Home-Safe Georgia paperwork. I spoke the 3rd representative she looked over the file and took about 15 to 20 min in which I was on hold. When she came back to the phone I let her know I was requested to see when the Home-Safe Georgia package was sent and she said it was never sent back because they dont received payment from XXXX XXXX and I asked why and she said they are not approved to accept payment from them. I let her know if XXXX XXXX XXXX told me that over a month ago I would have tried to seek other means for trying to pay my mortgage. The Mortgage representative said she dont know why I was told that by the other representative that the package was being sent back to XXXX XXXX because thats not true. I let her know I even have the email to show that it was being handled back on XXXX XXXX, XXXX. At that point I became very upset and felt like FBC Mortgage representatives was leading me on and was giving me incorrect and different information. I let the Mortgage representative know other representatives from the Mortgage Company said the paperwork was being processed and now she is saying they dont accept from XXXX XXXX. I let her know, if I have known that moths ago I would have tried to used other means of trying to get my mortgage paid and that precious time has been wasted and I could possible lose my home because of this grave miscommunication with the Mortgage representatives. She apologized for the other FBC Mortgage misinformation and I let her know thats not good enough. The Mortgage representative said all of our conversations with the other representatives were noted in the system as well as them telling me the document was being processed and sent back to XXXX XXXX both times. The representative kept apologizing for the incorrect information that was told to me about the document. This was a horrible experience with my mortgage companys representatives and inexcusable and unacceptable because I may lose my home because of their incompetency. Thanks, XXXX XXXX

Company response to consumer: Closed with explanation