Consumer complaint received 2022-04-29
Company: COLORADO HOUSING AND FINANCE AUTHORITY
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
There has been multiple amount of issues with XXXX. We have been trying to solve a problem in which they said we were behind on a mortgage payment from 2.5 years ago. After trying to make numerous attempts to get this taken care of and one department the research department XXXX XXXX supervisor had a solution about a year ago or so and XXXX refused to let that go through and we had to start with a whole different department again. This decision was made after there were complaints filed with the XXXX XXXX XXXX  against XXXX. This has gotten so bad that my husband and I have chosen to sell our home which was closed on XX/XX/XXXX to continue to avoid the late payments they were giving us and they were never helpful in getting to a solution to the problem they just kept bouncing us around different departments. XXXX should have numerous contacts in my filetrying to get this taken care of. XXXX also charged us a {$900.00} recovery fee at closing which was never disclosed to us after we had filed for bankruptcy in XXXX. The first time I learned about this XXXX was a couple of months before we decided to sell our house. That information was never disclosed to us at the time we file for bankruptcy. They claim that they sent documentation to us I asked for that documentation to be resent when I talk to them two weeks prior to closing and as of today I still have not received that information. No one can verify at XXXX that this was given to us prior to us or at the time we filed for bankruptcy. We still have money in our escrow account that is not being refunded to us even though I was told by supervisor XXXX in the customer service department on XX/XX/XXXX at approximately XXXXXXXX XXXX that the amount of our refund would be {$710.00} and the amount of the refund that was actually mailed to us was {$360.00}. This is exactly the problem that I have had with XXXX all along no one can give me the same answer and it just keeps getting tossed around to different supervisors and different departments with no resolution. As of today we still dont have a complete explanation on the {$900.00} charge which we feel shouldve never been charged to us since we have never been given a full explanation of why or paperwork in regards to that issue ever sent to us. And then the other issue is we are still waiting for the additional {$340.00} to be refunded to us out of our escrow account that is still remaining in our escrow account. It was confirmed to me by both and XXXX on the Customer Service line on XX/XX/XXXX at XXXX XXXX and when she transferred me to the supervisor XXXX that I would be getting a refund of {$710.00}. This is just a few of the problems that we have had with XXXX and Feel they need to be investigated for improper handling or monies. Not to mention theres issues with how taxes were paid out and still dont think that was paid out correctly either. I have asked three different times to have my escrow analysis and a payment summary sent to me and still have not received it 30 days after requesting it. I would be happy to attach any supporting documentation for XXXX should have it all in my file as I have been told by multiple supervisors they have all of my paperwork and all of my phone calls documented that I have documented and have sent into them in people I have tried to work with to solve this issue. If more documentation is needed I would be happy to put that together and email it to where I need to send it to it has already been sent multiple times to XXXX.

Company response to consumer: Closed with explanation