Consumer complaint received 2017-08-07
Company: TOWNE MORTGAGE COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
This is a written letter to file a formal complaint against Towne Mortgage Company. During the first week of XX/XX/XXXX I contact Towne Mortgage and attempted to pay half of my mortgage for the month of XX/XX/XXXX. I spoke with the customer service rep and inquire if she would accept payment by phone, online would not accept my partial payment. I was advised, partial payment is not accepted and if I send the money in via us mail they would just hold the funds and not apply to my account. I explain to the rep that I was out on medical leave and working on receiving my XXXX XXXX XXXX and at this time all I had was XXXX dollars which is half of my XXXX mortgage. She explains again will not accept payment. I ask what other options are available. After she review my account the rep stated since I have a FHA loan I could completed a hardship for forbearance of my payment for a few months. I inform the rep I would be returning to work on XX/XX/XXXX. The rep stated she could send me via us mail the loss mitigation paperwork. I receive the paperwork and email all docs to the loss mitigation department. I reach out to the loss mitigation the second week of XX/XX/XXXXand spoke with rep XXXX XXXX. I ask her did she receive my paperwork and she inform me no email of docs where receive. Advise her I would send again at that moment and she confirm she receive paperwork. We went on and had a conversation about me trying to make partial payment and they would not accept. She went on and ask me could I set up a payment arrangement because I would be just one month behind. I explain to the rep that would be ok and agree to pay XXXX for XX/XX/XXXX and XX/XX/XXXX. I explain to her I am still waiting on my XXXX XXXX XXXX to payout and if my work check was not enough to make the whole payment arrangement agree on what should I do. I explain to her when I return to work will only have 2 weeks in and I get paid once a month. I explain to rep only receive payment at the end of month and varies on days. She told me if my check is short to call her on Monday I call her on XX/XX/XXXX. I call from Monday until Thursday when I spoke back to rep in loss mitigation. I receive a call from a lady from Towne Mortgage Company and she was inquired about payment and making arrangement. I inform her that I have a payment plan in place and she should speak with XXXX XXXX however ask her to leave her a message to contact me. Explain to the rep having been calling since Monday to inform my check was only XXXX dollars and would they accept. I finally got to speak with XXXX XXXX on XX/XX/XXXX and inform her my check was only XXXX dollars for XX/XX/XXXX and still waiting on my XXXX XXXX XXXX. I ask her could she accept and they the conversation went different. She stated no and do I have the whole amount again I explain myself and she told me we dont include XXXX XXXX XXXX as income but since I am back at work. I told her that all I have at this time and she ask me what Im going to do. I told her I will be going forward in the loss mitigation and she inform me that she would not process my paperwork until I could send her a check stub from the monthof XX/XX/XXXXshowing a full check and to include XX/XX/XXXX as well. I ask her if the hardship is for now how is this helping me if you are only willing to process with check stub base off I am now back at work, working full time. She stated we only do the paperwork when a client is working full time receiving XXXX  XXXX XXXX is not accepted. I told her okay and we ended the call. I was force to put my home up for sale because they are not willing to accepted partial payment thus putting my behind in my mortgage payment 2 months. I feel the company is trying to foreclosure my home and I am force to sell my home.

Company response to consumer: Closed with explanation