Consumer complaint received 2018-03-22
Company: Security National Financial Corp
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My home located in XXXX, Florida was in a federally declared disaster area by FEMA as a result of hurricane Irma. This natural disaster caused me to incur additional, unplanned expenses as well as missed work. My mortgage company Security National Mortgage Company offered a 90 day natural disaster forbearance for XXXX, XXXX and XXXX in XXXX. It was stated in this forbearance offer that I was not required to make a payment during this time and that there would be no reporting of a delinquency status or a forbearance plan to the credit reporting agencies. At the end of the forbearance period I called Security National Mortgage Company to check on the status of my loan because my online status showed that I was 3 months late. I was told that all three months of the forbearance would be due in XXXX, which was not disclosed to me at the time the forbearance was offered. As I explained that was not how the forbearance was presented to me, I was told by the representative that they were just offering short-term forbearance in case I didn't have access to the monies needed to make my payment due to Hurricane Irma. This didn't make sense as they offered a 90 day forbearance and all other creditors including my auto loan and a credit card deferred all forbearance payments to the end of my loan. I believe this to be a false advertising and deceptive lending practices. On XX/XX/XXXX at XXXX I spoke to XXXX XXXX , agent # XXXX, to make my XX/XX/XXXX payment and get more info on the natural disaster forbearance and was told I had two options in addition to paying the 90 day forbearance amount in full in XXXX. The first option was a disaster modification plan and the second was a repayment plan. I was told an appraisal of sorts would have to be done prior to being given information on the disaster modification terms and that it would take approximately 30 days to get those terms. I was also told that if I wasn't happy with the disaster modification terms I could choose the repayment plan, which I had no information on at the time. I received a call on XX/XX/XXXX at XXXX from XXXX XXXX a gentlemen scheduling the appraisal inspection for the disaster modification, who did not verify who I was prior to blurting out that he was calling regarding my forbearance. Isn't that breaking a privacy law? I told him my displeasure with him sharing personal financial information prior to verifying he was speaking to me in which he apologized and said he recognized my voice. I told this gentlemen that I'm not able to take phone calls at work but if he would text me in advance I could schedule my lunch break to meet the gentleman doing the inspection for the disaster modification. That text never came. XXXX, the gentleman doing the inspection only called and left a voicemail on XX/XX/XXXX at XXXX, that I wasn't able to get until after work and only took photos of the outside of my home. I was told he would need exterior and interior photos for the disaster modification to see if any damage was done and if repairs were needed. I returned the inspector 's call, left a voice mail and never heard back from him again. I never received follow up from Security National Mortgage Company regarding the disaster modification or a repayment plan. I called Security National again on XX/XX/XXXX at XXXX and spoke with XXXX XXXX XXXX agent # XXXX to make my normal payment for XXXX since I had not received any other options up to this point. After making my payment of {$780.00} I was again told no late fees would apply and all payments had been made with exception to those during the natural disaster forbearance. I was also advised of a repayment plan of {$810.00} for XXXX, XXXX and XXXX of XXXX and then my payment would go back to normal. When I asked about the disaster modification plan I was told she couldn't help me and schedluled a call back for XX/XX/XXXX at XXXX during my lunch break. That call never came. After the payment of {$780.00} never coming out of my checking account I called again on XX/XX/XXXX and spoke to XXXX XXXX ( spelling? ), agent # XXXX, and was told that payment did not go through but was given no explanation as to why as there was sufficient funds in the account that I set the payment to be withdrawn from. I made the XXXX payment of {$780.00} again with XXXX XXXX and was told no late fees or derogatory credit reporting would occur as the mistake for the payment going through was Security National 's issue. I then asked again about the disaster modification and was told I could do the repayment plan of {$810.00} for XXXX, XXXX and XXXX, with my payment going back to normal with an interest rate of 4.75 % on a 30 year term or I could do the modification, which would have five monthly payments of {$1200.00} starting in XXXX with my payment going back to normal after the five months. I asked that they send the terms for both of these options to me in writing so I could review them and was told that would be done. I have never received those documents. I have however received an update to my credit report that Security National Mortgage Company has report a 30, 60 and 90 day late payment on my mortgage account with them and it has already dropped my credit score significantly. In addition I've received a letter dated XX/XX/XXXX that states it's offering a foreclosure prevention alternative from their loss mitigation department. I'm unclear how this ever got to be a foreclosure issue when this began as a disaster relief option. This company has misrepresented themselves numerous times and has placed me in a worse financial and credit situation than I was in before.

Company response to consumer: Closed with non-monetary relief