Consumer complaint received 2022-10-12
Company: NOVA Financial Holding Company, LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I took a mortgage forbearance with XXXX that ended on XX/XX/XXXX. I made XXXX on time payments for XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. After making XXXX on time monthly payments at the new rate I negotiated with XXXX, instead of receiving new loan modification paperwork, I received a letter the account had been transferred to Nova Home loans in late XX/XX/XXXX and to pay my XXXX mortgage to XXXX. 

I sent my XXXX mortgage payment to XXXX as an electronic bank transfer which they rejected. When I called XXXX, they informed me I was in collections and could only make payments via phone through their loss mitigation dept. until again, When I called in XX/XX/XXXX to make my payment, I was informed by XXXX that my previous payments were no longer being honored at the same rate and were now being raised and that they were not accepting/refusing to accept the terms ( monthly rate & length ) of the loan modification agreement I had made months before with Loancare which I felt was totally unfair. However, I made XXXX more monthly payments on time for XXXX, XXXX and a new increased rate in XX/XX/XXXX. During this whole time, I continued to receive numerous collections letters threatening me with a foreclosure if I didn't pay all monies due before the forbearance began by close of each month. 

In XXXX, I called to make my house payment and ask when I would be receiving my new loan paperwork since I had now made XXXX consecutive monthly payments on time, instead of XXXX, and was informed the paperwork was on it's way. 

XXXX rolls around and no new loan paperwork yet and I'm still in " collections '' with XXXX and still required to make mortgage payments via phone. XXXX paid on time and yet again, paperwork is on its way. This same story continues through XXXX, XXXX and XXXX, despite me now calling every couple of weeks complaining about this egregious delay. 

XX/XX/XXXX ( Saturday ) Fed XXXX delivers the loan paperwork. XX/XX/XXXX, a federal holiday, shortly after XXXX, a lady rings my doorbell and announces she is a notary public sent to my house by XXXX and shows me loan paperwork she needs to witness me sign and return to XXXX XXXX There was no call beforehand nor appointment set nor notification someone was just going to show up to my house, let alone on a holiday. I sent her away as I was ill prepared to sign a 30 year mortgage contract standing outside my door ( she wasn't allowed in my house ) without a proper review of the documents. 

XX/XX/XXXX, I check my XXXX credit score and report and discover XXXX has reported to credit agencies ( XXXX etc. ) that I am well past 180 days delinquent on my mortgage payments and my score dropped more than XXXX points. 

At this point, I have made XXXX consecutive on time or before the start of the month mortgage payments and need immediate resolution to this egregiously false negative credit reporting by XXXX. They took well more than 6 months to get me the necessary loan paperwork to remove me out of loss mitigation status, created repeated hardships in making my payments, refused to honor the agreement I had with the original XXXX holder despite my making XXXX on time payments with them prior to inheriting my XXXX. 

I feel XXXX has engaged in multiple violations of the true intent, if not the letter of the law, regarding the CARES Act offer of post-forbearance protections for consumers.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation