Consumer complaint received 2022-07-29
Company: Idaho Housing And Finance Association
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/22, I called my mortgage company, HomeLoanSer. My last mortgage payment was on XX/XX/22. This was with a repayment plan and went to XX/XX/22 late dues. I stated to the mortgage counselor my recent XXXX XXXX and XXXX with an XXXX XXXX in XXXX. I wished to work in tandem with them and that I am XXXX XXXX away getting XXXX XXXX, staying at my parents home and going back and forth between the two properties. The counselor asked if the home was vacant, and I again stated for the moment and unsure when I will be permanently, full time back home. I agreed to the offering of a lockbox for peace of mind while away. I believed it was to avoid any additional distress to my XXXX  XXXX and treatment and all more secure from intrusions as with my XXXX  home security since hours away for days to weeks at time. To avoid any financial hardships for either party by renting out, a repayment plan, or even worst a foreclosure. I informed my desire to sell the property as I sadly had XXXX XXXX needs and wished for a smooth transaction of the sale.I was instructed to write a request of this while on the phone and ask for the lockbox access codes. I stated my desire to work in tandem with the mortgage company, my realtor, and myself on a resolution that secured all assets with little to no losses. They were informed of all details and the relator acquired with an update given on XX/XX/22, when getting the home ready for open houses and viewings. The mortgage company had changed locks which I did not think was meaning to a lockbox, they left garbage and debris all throughout, hardwood floor scratched from thier decision to change my doors, and the back gate entrance slats were broken. I was never given any inclination of work performed or services rendered to my home which still had my clothes, bed, couch, and other furnishings still there. Only after requesting a payoff statement and several more communications from myself was when I was informed of a {$7000.00} fee added to XXXXXXXX XXXX mortgage payment and overall payoff. Their was updates of the sale agreement, home viewings, and more from myself. It took several emails and calls to get any details on what this additional fee was for and still no full disclosure or itemization for the {$7000.00}. To add they have only avoided my inquiries only emailing over a packet on short sale. I never rendered the allowance of any home alterations nor improvement desired. This violation to RESPA/TILA and gross neglect to openly communicate with the home owner seems highly illegal since no court ordered foreclosure, or voluntary given up all ownership and responsibilities to my property. In fact its brought about damages to my property, loss of the sale to my home buyer, and made repayment/ payoff no only thousands of dollars higher than the loan origination but the need to now seek short sale. In working with HomeLoanServ with aid to loss mitigation lead to grave distress to my XXXX and XXXX needs to a possible foreclosure damaging my credit entirely. I never abandoned the home, nor wanted any of this. They only continue to avoid communications from all my calls and emails asking for more details to this unfair and deceptive practices. The only response within 24 hr.+ of request is sending a short sale packet. I fear they purposely did not direct myself to a HUD counselor for loss mitigation or my legal rights.

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