Consumer complaint received 2021-08-27
Company: MIDFIRST BANK
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Our original Mortgage was financed through XXXX. Each year from time we bought this home our monthly Mortgage would grow XXXX dollars. I went from XXXX to XXXX to XXXX to XXXX in final. After a few years of trying to figure out why they claimed it was a Homestead issue. 
XXXX of XXXX I spoke with XXXX and they finally agreed and excepted our Homestead documentation from XXXX. They were working on the calculations to reimburse the over charge amount. In which I just wanted to have it applied to the principal balance. All agreed and they said it would take 30-60 days to make official. 
XX/XX/XXXX. After numerous calls and told it was still in review, I received an answer that my payments were recalculated and would apply the overcharges and it would change my mortgage monthly amount to XXXX instead of taking of principal. I agreed to that. They will send documentation 7-10 business days. 
XX/XX/XXXX. Hurricane Harvey hit and ended up being a very bad situation for the City of XXXX. Even though our home did not flood all areas around us did. My project and our office were flooded, and we were all put on unemployment due to disaster. When I contacted them to discuss they said due to Hurricane Harvey they had to put my mortgage documentation on hold, and I would have to wait. When they finally came back to the table, they said we dont have your loan and you will have to address the concern with them ( Midland Mortgage ).

So before passing to Midland Mortgage there were balance issue due to Homesteading. So, I had to have that carry over without being able to resolve. 
MIDLAND MORTGAGE XX/XX/XXXX. I spoke with Midland Mortgage on the phone. Numerous calls to them to get this straightened out. Took along time to get someone to help. Couldnt get a monthly Mortgage amount, didnt have an account number, ect. I was in limbo according to their system. Was told once they review my Mortgage, they will reach out for Mortgage payments. They are treating it as a refinance almost. That is one thing I didnt understand. I was current at that time. 
XXXX XXXX I believe. Due to the Hurricane, I asked Midland Mortgage to give me a 2-month help. I only needed one month. I explained that Hurricane Harvey had put my project and our company business office under water and was unemployed. I just asked for 2 months to get back to work and I would pay Mortgage and extra to pay off past balance. Goal was to pay off the 2 months in 3 months time. They pushed for me to do a differ and explained that I could choose options. 1- Pay off the 2 payments would be pushed to the end of the Mortgage and dont worry about it. Fresh start. 2- Pay your payments and no help and would hurt credit and would attach fees ect. And there were a few that just didnt work or make sense. They also said they cant differ 1or 2 months it would be minimum of 3 months. I agreed to the 3 months differ thinking it would be added to end of Mortgage. In mean time when I started back to work, I would just pay each much extra to delete that deferment. Then I would be back in good standings like I was before Hurricane Harvey. 
Every week since I updated them about my employment that I was back working and wanted to pay off what I would be behind. Just need the balance. Never got straight answer. Only thing they would say is your in deferment and its under review. Even though I thought it was complete. 
They continued the review process and kept saying it will take a few months. I wanted to make payments of the XXXX a month until it was cleared but every time, I tried they said its under review. 
XX/XX/XXXX. Reason for my high payments was Escrow was not correct ( XXXX ) and some other things I didnt understand. I was told to make a payment and each month forward I would have to call them and explain every time that Escrow was messed up and it was on them not me to fix for me not to be charged fees. 
XX/XX/XXXX. Finally, got someone to review my Mortgage at Midland Mortgage. Found that there was even more of a change on Mortgage from XXXX to Midland Mortgage. At this point there has been no Mortgage amount to be exact, so I knew what monthly was. 
XX/XX/XXXX. Sent another signed packet for Loan Modification. Every time send a package, they said review would take 30 days. When contacted them to discuss they would say they need more time. That would end up hurting us because there would be no resolve and they would charge fees while they were doing review. Cant pay something you dont know. 
XX/XX/XXXX. Did not accept Mortgage payment of XXXX and they expected XXXX XX/XX/XXXX. Midland Mortgage claimed they werent added on the Insurance, so they cancelled my Mortgage. 
XX/XX/XXXX. Sent another signed Loan Modification packet to Midland Mortgage. Certified through XXXX  XXXX. Every time send a package, they said review would take 30 days. When contacted them to discuss they would say they need more time. That would end up hurting us because there would be no resolve and they would charge fees while they were doing review. Cant pay something you dont know. 
XX/XX/XXXX. Multiple times I tried to clear things up with Midland Mortgage from the balance, Monthly Mortgage Payments, and any Documentation to solidify and end the madness. I have been trying since XXXX. 
XX/XX/XXXX. Filed Bankruptcy with XXXX and City of XXXX Courts. Only filed this when I was forced by Midland Mortgage to either pay the late balance or they were taking home. Its been on them to give me the details on how we can resolve since XXXX. This was not an easy decision since we only need help with Mortgage. All other commitments were current. 
XX/XX/XXXX. Midland received Bankruptcy Documentation. 
XX/XX/XXXX. XXXX XXXX filled out and sent our Loan Modification Application. Lawyer said they had until XXXX to respond. Every time send a package, they said review would take 30 days. When contacted them to discuss they would say they need more time. That would end up hurting us because there would be no resolve and they would charge fees while they were doing review. Cant pay something you dont know. 
XX/XX/XXXX. Midland Mortgage did Credit Check. 
XX/XX/XXXX. XXXX  Mortgage sent a letter not having enough information. Needed one more pay stub. We resent again. 
XX/XX/XXXX. Midland Mortgage asked for us to resend Loan Modification Application. Evaluation will take up to 30 days. Every time send a package, they said review would take 30 days. When contacted them to discuss they would say they need more time. That would end up hurting us because there would be no resolve and they would charge fees while they were doing review. Cant pay something you dont know. 
XX/XX/XXXX. XXXX XXXX requested payment information and balance reports. 
XX/XX/XXXX Sent another Loan Modification Application. Every time send a package, they said review would take 30 days. When contacted them to discuss they would say they need more time. That would end up hurting us because there would be no resolve and they would charge fees while they were doing review. Cant pay something you dont know. 
XX/XX/XXXX. Midland Mortgage Received Bankruptcy dismissal letter. 
XX/XX/XXXX. XXXX XXXX sent Loan Modification Application form his office to help. Every time send a package, they said review would take 30 days. When contacted them to discuss they would say they need more time. That would end up hurting us because there would be no resolve and they would charge fees while they were doing review. Cant pay something you dont know. 
XX/XX/XXXX. Sent me a letter that Mortgage was changing from XXXX to XXXX In which we dont know why or where this came from. 
XX/XX/XXXX. Midland Mortgage sent me a letter saying Im on a Pandemic Short Term Assist Program in which I did not ask for. Remember I am still trying to close this Mortgage issue. 
XX/XX/XXXX. Midland Mortgage sent a letter saying Loan Modification is not complete again. All due to a missing pay stub. 
XX/XX/XXXX. Loan Modification needs more information for the application. Pay stub again. 
XX/XX/XXXX. Found out Loan Modification was denied due to needing a paystub.

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