Consumer complaint received 2021-09-29
Company: HILLTOP HOLDINGS, INC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX XXXX and XXXX XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX Mailing Address : XXXX XXXX XXXX XXXX # XXXX Washington , DC  XXXX Attention Prime Lending : CC : Prime Lending Loss Mitigation CC : XXXX XXXX XXXX CC : HUD XXXX XXXX : XXXX Loan Number : XXXX I am having several issues requesting my account to be reviewed and reinstated and removed from COVID-19 forbearance. 
I have been unable to receive clear answers regarding the account review for reinstatement packages. I have logged below the numerous calls made to inquire about my mortgage account. I have requested supervisor assistance and to speak with Loss Mitigation. I have also asked for a face-to-face interview with a HUD Counselor, and as of date, no one has contacted me. 
The only consistent process is the continuous communication and documentation that I am in default, and if I do not act, Prime Lending can start foreclosures proceedings. When I requested the review for reinstatement options, your site did not indicate the COVID-19 forbearance options will be removed, and you have no further protections. Please see below. 

I sent in a request for review in XXXX of XXXX. I received notification on XX/XX/XXXX by reviewing notices at XXXX XXXX XXXX XXXX XXXX that I could log into the LoanSolutionCenter - Document Center for additional details. The only details I received were a request for a lease agreement and a letter stating the reason for the COVID- 19 forbearance request. 
I sent these documents on XX/XX/XXXX and again on XX/XX/XXXX. I called several times to determine if the documents satisfied the requirements, and on XX/XX/XXXX, Loss Mitigation updated the XXXX XXXX XXXX and I received the Facially Complete Package Notice. This is the only update notification I received ; I was not informed about which option was selected until I called and did my research using HUD Resources. My family and I had to move out of state for employment, so eventually, I was informed the account was under review for the Non-Owner Occupant Modification. I never received details regarding the process since investors at Prime Lending may have slightly different requirements than what I was reviewing on the Hud information sites, how I would be informed, or the next steps. By the way, you are in default, and if you do not cure your default, foreclosure actions could start on XX/XX/XXXX. 
After requesting the review for reinstatement options, I noticed my account seemed to no longer be under Covid-19 forbearance protections, the account was locked, I could no longer make payments, and some of the options on the site changed. During my several conversations, some agents said we were protected during the review, some agents were unsure. On XX/XX/XXXX, a mortgage statement was generated. Under COVID-19 Protections when a billing statement generated no late fee calculated. I called on XX/XX/XXXX and was informed by Agent Id XXXX that all protections are removed when clicking the review request, and you now must make payments. I was also informed there was never a late fee for XXXX ; however, the late fee was credited under payments. So, because she was unable to see the late fee generation, the agent did not understand my concern ; see below : When I indicated I could not make a payment for XX/XX/XXXX, I was told that's because you need to pay the entire {$23000.00} to reinstate your loan. I informed I am concerned that I will receive a late payment sent to the Credit Bureaus while Prime Lending 's Loss Mitigation is completing their review, which is set to expire on XX/XX/XXXX. The recommended solution was to request a COVID-19 forbearance again and my request for reinstatement review was closed on XX/XX/XXXX. This is not what I wanted as I spent time gathering documents and sending them to the Loss Mitigation Department. I explained to agent XXXX, and I still don't have the answer ; once I request the reinstatement again, am I protected under the COVID-19 protection, she responded, " I don't know what to tell you. '' I explained that I had sent documentation stating I am working and collecting rental income, so this additional forbearance request is technically invalid. I don't want to lose my opportunity for approval options. She then stated, " Everything happens for a reason. '' I logged into XXXX this morning XX/XX/XXXX and noticed my request for assistance was closed. My only option should not have been another Covid-19 Forbearance plan because your customer service teams have been unable to answer valid questions. I want to continue my Non- Owner Occupant Loan Modification request and don't want anotherCOVID-19 Forbearance Plan. 
I called this morning and spoke with agent id XXXX, who said I see your request for a Loan Modification, and there is no answer yet. When I indicated the request was closed on XX/XX/XXXX, would I still receive a response and move forward, and she said I am unsure. 

I do not want another forbearance plan I want to continue the Reinstatement review process I started in XXXX I would like someone in Leadership to contact me Record of calls 1. XXXX Agent Id # XXXX informed me to add additional documentation to my review request. She also mentioned she sent a request for the account to be reviewed for a Partial Claim ; although I mentioned I would not qualify because I am a non-occupant owner, she said let 's try it. 
2. XXXX Agent Id # XXXX requested an update and was informed requested documentation ( request for lease and letter explain the reason for Covid-19 request ) shows as completed, which I was able to verify on the XXXX XXXX as well. 
3. XX/XX/XXXX Agent Id # XXXX requested an update none could be given, could not explain the process. 
4. XX/XX/XXXX Agent Id # XXXX still with an underwriter, could not explain the process. 
5. XX/XX/XXXX Agent Id # XXXX transferred to another dept. 
6. XX/XX/XXXX Agent Id # XXXX no updated, stated it could take the full 30 days the call disconnected call back. 
7. XX/XX/XXXX Agent Id XXXX says no updates as of XX/XX/XXXX. Informed XXXX payment is due, but I can not make a payment unless I make a payment of {$23000.00}. Asked if this would affect my credit states, she did not know ; she checked and did not see any credit bureau reporting. She placed me on hold and spoke to a supervisor who recommended wait it out and see what happens or go back on Covid-19 Forbearance. She stated to call back in 5 days to see if the forbearance is approved. When I mentioned Five days or business days, she said, call back Monday XX/XX/XXXX. I requested a face-to-face conversation from a HUD Counselor. She stated when I clicked the review request, and all COVID-19 protections were removed. I explained I was never informed during the review process I would lose my protection, or when I called for updates, she said that might be true, and we need to do a better job at informing customers. She stated you seem very knowledgeable, and we will only answer the questions you ask. She was unsure if I would be reported to the credit bureaus and suggested to request another forbearance under COVID-19 and my request for reinstatement may continue ; don't send any documents back. She also mentioned if I had not moved from my home in XXXX, it would be a simple 7-to-8-day process. 
Lastly, she said I am glad you called when you did the last day to request forbearance under covid is XX/XX/XXXX, but that was never my request. 

8. XXXX informed assistance request closed, call disconnected no call back. 
9. XX/XX/XXXX no update on modification package. The account has not been approved for COVID Forbearance. 
XX/XX/XXXX XXXXXXXX XXXX

Company response to consumer: Closed with explanation