Consumer complaint received 2017-06-16
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have a mortgage with Huntington National Bank since XX/XX/XXXX. In XX/XX/XXXX I  suffered a sudden onset XXXX that ended my 20+ year career in XXXX XXXX. I immediately was thrown into a whirlwind of financial difficulties. I have worked with Huntington on many occasions, receiving to date 2 loan modifications. After finally securing a job that will pay my bills, I have been working on catching up on all my bills. A few months ago ( I believe in XX/XX/XXXX ), I reached out to Huntington to catch up and was put on a repayment plan. On that date, I had to make one initial payment of {$930.00} ( regular mortgage payment ),  and then make additional payments of $ XXXX month for 6 months. I entered into this agreement and was doing what I was suppose to. Around XX/XX/XXXX I received a loan modification packet from Huntington stating I was behind in my mortgage ; I immediately called Huntington and advised I was in a repayment plan and was assured not to worry about the packet. <P/>In XX/XX/XXXX I tried to make my {$1300.00} payment as scheduled but was told they would not accept my payment as my repayment plan had been cancelled the day prior. I was informed I would need to make 2 full payments to stop the home from going into foreclosure. Upon asking questions, I was told that the reason the repayment plan had been cancelled was due to a " misapplying of funds '' on my account. I was told that he would need to submit to get the issue resolved and then I could make a payment. I specifically asked what I would need to restart the repayment plan and he stated it would be just like the first time, I would make a full payment and then the balance would get spread out under a new repayment plan. I was advised that I would be contacted when this was completed. I was never contacted, the next notice I received was a " right to cure default '' letter giving me until XX/XX/XXXX. <P/>On today 's date, I called in to make a payment and get back on the repayment plan as instructed by the previous employee. I spoke to XXXX who stated I would need to make 2 full payments to get on the repayment plan. I advised the conversation I had with the previous employee and was told that the misapplied issue had been resolved but there was no notes about the rest of the conversation, but even so, the investor required 2 full payments. I advised that the previous conversation was recorded by them, I was doing everything I was told to do, and I simply did not have 2 full payments to make today. She was unable to help me any further but did state she will send me out another loan modification packet and gave me a state assistance website of www.savethedream.ohio.gov to seek additional help. I am pursuing that I asked XXXX ( who was extremely nice as has been EVERYONE I have spoken to at Huntington ) if I could speak to a supervisor to file an official complaint as I had been given bad information from them that I was following and now I was being told that my house will be foreclosed upon. I was transferred to XXXX XXXX who I explained the entire scenario to and asked her to review the phone recording so she could see I was doing everything I was told ; she stated she believed me ( I do not know if she did review the recording or not ). She put me on hold to research the misapplied funds. <P/>After a few moments, she returned to the phone and stated that I was missing an entire payment (XX/XX/XXXX - first I had heard about this ). She asked me to research if I had made the payment and to contact her back on her direct line of XXXX. Upon researching my checking account, I can not seem to find a payment made and am unsure what happened. I am still researching that. <P/>My complaint is multi faceted - First, the misapplied funds were explained by XXXX as " an error '' made by the " cash processing '' department. She stated that funds were erringly applied to principal as opposed to suspense. Second, I followed the employee 's information from myXX/XX/XXXX conversation. XXXX advised that he gave me " mi-info '' ; that mis-info as well as the misapplied funds have now put my family in jeopardy of foreclosure. Now I am being told that the reason is a missed payment ( I am not sure I missed the payment but can not argue it yet as I do not have proof of the payment ) - however I was told by XXXX that if that payment is found and I make a payment today I would be OK as the investor mandates 2 full payments. Had I been informed of this missed payment in XX/XX/XXXX, I would have been able to make 2 payments and resolved the issue earlier by saving the funds to do so. <P/>Bottom line, I understand I am behind on my mortgage but I have been doing everything I can to make it right. In this case, I was following the specific direction of the customer service rep who gave me " misinfo '', after the cash processing department " misapplied funds '', and now I am in real danger of losing our family home. <P/>I do not know what can be done, I am working with every available agency that I can to get assistance ( my problem is I am now working and making a decent income so I do not qualify for some assistance ). Even if this eventually ends in me losing my home ; Huntington needs to be looked into as I feel I am in the position I am today based on their errors. <P/>Errors : 1 ) misapplied funds by cash processing department - even after my phone call receiving the loan modification packet.
2 ) misinfo provided by customer service rep. - a quick review of the recorded phone call would quickly identify what he said and my clarification as to how much finds I would need to restart a repayment plan.
3 ) Real reason ( as stated by XXXX today ) for cancellation of repayment plan not given in time for me to remedy - IF, once again I am not sure at this time, but IF I had been told about the missing payment before the foreclosure process was started, I would have been able to come up with the payment before the deadline to cure default set for next week. <P/>Any help you can provide is appreciated. As I stated to Huntington, I understand I owe the mortgage payments and have been and will continue doing everything I possibly can to make this right. I simply do not have 2 full payments to make the payment.

Company response to consumer: Closed with explanation