Consumer complaint received 2018-11-30
Company: Alabama Housing Finance Authority
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I have had a hard time paying my loan for the entire life basically, due to an unforeseen income change at my prior job and it has been hard to make ends meet, however, I have always paid after falling behind to get completely caught up. 

On my most current statement, statement date XX/XX/2018, when reviewing noticed that one particular line item, the charges did not add up. Because I had to make a payment by today XX/XX/18 - due to being threatened for foreclosure I didn't have time to get an answer before paying {$8200.00}. 

On XX/XX/2018, I made a payment of {$7000.00}. - My statement reflects I made several payments that day ( only made one ) and reflects an amount of {$5100.00} and the breakdown as follows : {$350.00} Principal {$820.00} Interest {$520.00} Escrow {$32.00} Fees This amount totals {$1700.00} I have e-mailed, XXXX XXXX, XXXX XXXX, and spoke with another person by the name of XXXX to try and get an understanding of this and keep getting bounced back and forth to different departments where no one will answer my question. They all just say that is not my department. I sent a follow-up e-mail requesting the information of the person who can help me if they are unable and they refuse to respond to my e-mails to explain. XXXX XXXX, did send me a screen shot of their system saying I could see the breakdown. I don't understand their system and don't think I should be expected to understand it. She also sent me a breakdown in writing just on the payments, not how they were applied as it is not correct on my statement and those amounts don't add up either. The copy from e-mail as posted below is as follows : On XX/XX/18 We received XXXX. We posted the XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payment We posted {$1700.00} for the XX/XX/XXXX payment We posted {$32.00} Property Inspection On XX/XX/18 we posted {$1700.00} for the XX/XX/XXXX payment The XX/XX/XXXX payment we posted {$1700.00} This totals {$5100.00}. 

On XX/XX/XXXX we applied XXXX toward a phone payment fee. 

On XX/XX/XXXX we also received {$1600.00} and applied the XX/XX/XXXX payment The above figures, which are not broken down on my statement - only add up to a total amount of {$6800.00}. My ONE payment on XX/XX/18 was {$7000.00}! NO ONE is willing to explain to me why this doesn't add up. 

In addition to all of this, when falling behind, I talked to XXXX who told me my monthly payment because of Escrow and taxes would jump to almost {$2900.00}, I don't have the exact figure as it is at home on another piece of paper. At that time I called and talked to another company about how hard it would be to try and refinance due to the status of my loan - she advised me that they are required to explain the details to me. 

At that point I talked to a woman who said she saw a mistake in the calculation and needed to call me back. I got a call back the next day and in fact it had been calculated incorrectly. XXXX XXXX, who WAS helpful at the time, and gave me a total amount and explained why there was what shortage to the escrow, {$5000.00}. 

Then I talked to XXXX in the collections department who told me at that time to catch up my mortgage payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, the amount would be, {$9200.00}. After contacting my parents to borrow the funds, she gave me a totally different amount of {$8200.00} - a difference of {$1000.00}??? 

At that time I asked for explanation which was not given. I became frustrated with everyone as I was being bounced from department to department, being sent screen shots from the companies system that looked foreign as I am not trained on their system. I would expect this should be broken down on my statement and reflect the total amount across the line item and also reflecting the amount in which I paid and it does not. 

I have e-mailed my request to send this in writing as the servicer of the loan, and they have neglected to respond and provide me with the information that I have requested. 

Furthermore, XXXX XXXX told me on the call that I was 4 months behind and not paying my loan in a demeaning fashion over and over again and like I said, I got frustrated with her and it felt like her customer service, or lack thereof, was to treat me as though I was an awful person because I was behind. 

XXXX XXXX was also very rude and non-helpful at this point. I was behind yes, but doesn't change the fact that I am a human being who has financial issues and I shouldn't be treated like I am a piece of XXXX by anyone in that company. 

I have paid the amount and now caught up on the mortgage. I am still waiting to receive an e-mail from anyone giving me an amount on the shortage of Escrow so my mortgage payment will go back to a more feasible amount, and now - NO ONE IS RESPONDING TO ANY OF MY REQUESTS!

Company response to consumer: Closed with explanation