Consumer complaint received 2022-04-11
Company: Idaho Housing And Finance Association
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I am a surviving spouse of a XXXX XXXX XXXX who died from XXXX XXXX XXXX 
I have a VA homeloan and I am having finacial issues over errors made by the mortgage servicing company that my loan transfered to. 
They gave me an escrow shortage over a year after they had my loan transfered to them. They claimed the shortage was from the loan I got over a year prior for the purchase of the property. The shortage is over XXXX and was never explained to me in full details and every employee gave me different explanations and no details or paperwork showing the problem. Several said they weren't sure and made hypothetical possibilities. I was told it was taxes, but it was from the purchase of the home over a year Prior. The tax amounts didn't add up at all and I called my county tax assessor office and they on 3 occasions told me to contact the mortgage servicing company because they were wrong. 
On a publicly available receipt from XXXX it lists me as owner of the home and that I paid the taxes. I didn't own the home until XXXX. The servicing company were very rude to me and told me that I probably paid them out of pocket. Which is absolutely untrue and a terrible excuse. I did not own the home in XXXX and was not accountable for them in any of my loan agreements. The taxes that were required of me were from XX/XX/XXXX to XX/XX/XXXX and it was only around XXXX. It looks like I paid those taxes at closing but I am unsure on that exactly. However it wasn't either of the conflicting tax amounts from the mortgage servicing company. 
I have been constantly shut down when I ask for better explanations and detailed answers from the mortgage servicing company. They are now very rude to me and even ignored my correspondence. 
I discovered that they are charging for taxes I didn't owe. They have my amounts wrong and the County Tax Assessors have my disabled exemption and my homestead exemption documented from XXXX until now and still currently active. The mortgage servicing company does not and they are computer determining on their own what my taxes should be. I purchased the house XXXX. Once they informed me of the escrow shortage that I had to dig and dig to get them to explain why my escrow went negative by a massive amount and nearly doubled my house payment every month. However the explanations weren't thorough explanations and conflicting and then they shoved me away for simply trying to get a visual reference for this problem. I have found many many issues that violate my VA loan regulations. They also violate my closing documentation of my agreed upon loan details in my closing documents. They are intentionally ignoring me and my evidence of the problems I solved as best as I could from months of my own research and studying everything.. I don't know exactly how many things are wrong in full detail from their error. But it's more than one. The XXXX shortage was unbelievable and far in the past for me to understand. Then their behavior and shutting me out and ignoring me only caused me to keep digging harder. 
From my research and number calculations, they charged me a shortage that was my CLOSING COSTS. Which were paid at closing. Which is Clearly noted on my closing documents. They charged me for multiple fees already paid at closing or before. They lied many times about the reasons behind the shortage. Then just ignored me when I presented evidence of these things. This caused my note to nearly double which resulted in me currently in the process of selling my home. I am heartbroken because I was happy to have my forever home. Since I receive XXXX and surviving spouse benefits from the VA my income does not provide me with the assets for this increase. From my conversations this is a necessary thing for them to look at. My taxes went down and then decreased more the following year. It's a multitude of other fees and things being illegally stolen from me. I have recently accepted an offer to sale my home because I could not afford a note that doubled. 
So now I am very sad and disappointed because my husband died from XXXX XXXX XXXX that got me and our child a home. He died from serving his country and I was lucky for him to be able to provide me and my child with a home of our own to have forever. But that opportunity was stolen from us. I now need them to fix these issues to at least allow me to receive a fair amount to myself and my child to be able to rent a place to live since we had to give away our warm and comfy home. They even charged me a penalty for the house payoff and that is against my VA loan regulations.We have lost everything in this world at points in time. We were happy to be able to have a blessing of a home. I asked the company to freeze my escrow and suspend my payment or at least charge only a partial payment. This is what the title company told me to do for the sale. The servicing company has ignored that request as well. No one will help me. It's hopeless. I want to be able to afford a decent rental for me and my child. Our hope was ripped away by their error. It's unbelievable they are holding me accountable for closing costs and fees I paid at and before closing. Along with added fees and costs that are not eligible for me to have to pay per the VA stipulations. And not included in my closing closing agreement and some specifically showed them to be Incorrect on their shortage claim. They have ignored me when presented with this evidence. I want them to fix this so that my proceeds cover my expenses and owed money to payoff and have enough back. We will be living in an extended stay hotel until I get the proceeds from my sale so I can have money to rent. Basically we will be XXXX. And not receive our fair money. They can not do the things they are still doing to me. I need this fixed and refunded. And contact seems to be impossible. Even the VA homeloan office employees tried to get contact and were treated very unprofessionally and shut down as well. 
Please help me. I am so hurt and confused and scared. I can not buy a new home and am very scared to ever try again after this experience. This now is an intentional error and behaviors from this company. But I will never be able to do this for me and my child again. 
Please help me.

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