Consumer complaint received 2022-04-16
Company: Idaho Housing And Finance Association
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I originally completed all of my steps to end my forbearance on XX/XX/XXXX. At that time, I was told that it could take XXXX days for the " paperwork '' to be processed due to XXXX, but I was told to expect 120 days. Right around 120 days, I put in a complaint to CFPB about this company and low-and-behold, they immediately responded by sending out the document needed via expedited shipping. I filled this out, notarized it, and sent it back with expedited shipping. I BELIEVE HomeLoanServ received this modified doc as early as XX/XX/XXXX but I for sure know they had it on XX/XX/XXXX because I called them to confirm. They stated that the doc would be sent to Title for recording. When I went to my XXXX XXXX, a man who has been in the industry for XXXX years, he said that this is good news, because this was the LAST STEP before being sent back to the new lender ( we're doing a cash-out refinance ) and he mentioned that usually recording at the title takes a few days. I had actually called a few days prior to Friday XX/XX/XXXX to get an update and they told me that it just takes some time at the title company, but they weren't sure how long it would be. Come Friday XX/XX/XXXX, I called back and spoke with my rep XXXX, and I reminded her that I started this process in XXXX of XXXX, I also mentioned again to her that I am in the process of not only refinancing, but I'm trying to close on a new primary residence for my family. The Realtor already extended once out to XX/XX/XXXX, and HomeLoanServ 's delays here have more than put this closing in jeopardy, not only potentially costing us money, but setting us back ANOTHER month or two at the earliest. 

My complaint here is that when I spoke with XXXX on Friday XX/XX/XXXX, she told me that the title company MAY take another 30-60 days. I told her that this was unacceptable, and I asked for the name of the title company and told her that I would be putting in a formal complaint against them, because SOMETHING strange is happening. She put me on hold for about XXXX minutes, and came back saying that HomeLoanServ 's XXXX would be willing to call me in XXXX to XXXX days. I told her that's fine, but I still want to put in the complaint. She put me on hold again for XXXX minutes, came back, and said that the modified document was " just '' uploaded in XXXX way or another so that XXXX XXXX could " approve it '' ( I'm not using the right vernacular here ), a process that takes a couple days. 

This means that HomeLoanServ was LYING about having this document at the title company because they told me this was at the title company for recording. Turns out, this wasn't even approved by XXXX XXXX, so that means it was not waiting for recording. Recording comes after XXXX XXXX. It is my belief that HomeLoanServ responded because I was willing to complain against the title company, a company that had NOTHING to do with these extreme delays. These delays have been purely HomeLoanServ doing what they can to delay this process. I'm not sure why they would want to delay this process, my hunch is that there must be some federal assistance or award or relief that they are getting paid for as long as the account is in forbearance. My hunch is that they are operating unethically and they are trying to benefit by keeping my account in forbearance. I've already acknowledged to them about the closing date on the proposed new residential for my family and I've also told them that my mom put in for her retirement so she can work for me starting in XXXX. XXXX SHOULD have been a highly conservative time frame, but I am unable to account for unethical and deceptive practices. 

HomeLoanServ needs to acknowledge the impossibility of this document beign at title for XXXX weeks only to be uploaded to XXXX XXXX 's portal. This is clearly them lying. They used the grey-area of the accountability of the title company as a cloak, and when I told them I'd be complaining against the title company, they were immediately able to solve this.

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