Consumer complaint received 2021-12-20
Company: Idaho Housing And Finance Association
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Please be advised that it is our intention to help the best we can with the issues presented as the servicer of the mortgage in question. XXXX XXXX has stated in this complaint that he has attempted communication with HomeLoanServ on numerous occasions but has not been able to connect with an individual person to address his concerns. XXXX XXXX spoke with one of our representatives on XX/XX/2021, and was advised that his loan was not reporting to credit at that time. On XX/XX/2021, a supervisor thoroughly reviewed XXXX XXXX loan. This review confirmed that HomeLoanServ requested a one-time courtesy correction to have the months of XXXX, XXXX, XXXX, and XXXX reflect as on time. Please be advised, XXXX XXXX loan shows delinquent at this time and will report as such until delinquency is cured. In addition, a supervisor reached out to XXXX XXXX by phone to offer assistance for the XX/XX/2021 complaint. However, XXXX XXXX refused to speak with this supervisor. XXXX XXXX has previously filed formal complaints via the CFPB Portal on XX/XX/2021, with complaint XXXX, on XX/XX/2021, with complaint XXXX, and on XX/XX/2021, with complaint XXXX. HomeLoanServ responded to each of these previous complaints on XX/XX/2021, XX/XX/2021, and XX/XX/2021, respectively, and filed each response on the CFPB portal. 

This has been the most diluted issue that I have ever delt with. This account is " Delenquant " Why.? One the payment skyrocket over 500 + dollars a month and when I reached out to ask why i got nothing from you all literally not a thing till someone from collections called wanting the balance and when she couldn't give the answer a supervisor XXXX was involved who said he is sorry that you all are poor at your jobs and could not tell us why. He adjusted the amount which was odd then I informed him that I was going to refi as this is an issue he stated that he would have credit hold up on any reporting for 60 days. Yet in the process of getting this done what happened but a late that was due on yalls part. 
Then I reach out again and nothing I had to use the CFPB and finally got the most detailed response as to why yet you all sent a check for that same amount and that still makes no sense as to why there was not a BIG bright red flag about this nor convened at the time I enquired about it. But still nothing from anyone I have spoke to 2 so-called supervisors who stopped all communications after the 1st email XXXX being one of those so-called supervisors. 

I have repeatedly used this platform as this is the only way you all communicate as well as the XXXX  and now the TX attorney general 's office as what you all are doing has got to be illegal. 

This last one where Cherish the supervisor who called was not denied to speak with I told her that you are the manager who quit communicating and then acted as if there is nothing wrong with that. I told her that I did not want to speak to her that I wanted her supervisor as what has been happening is I'm just being passed around. 
She stated that her supervisor would call me that same day XX/XX/XXXX and here it is the XXXX and none of that has happened other than you all stating that I am refusing This is why the account is delinquent you all have no communication process you are holding my account hostage so that I am just stuck with you all you were not supposed to report a late for 60 days you did I would have been happily gone and with another company and away from this sham of a business. Perhaps you all should listen to that conversation between XXXX and my self and you would clearly see that.

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