Consumer complaint received 2017-10-31
Company: HUNTINGTON NATIONAL BANK, THE
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
After falling behind {$2800.00} on my mortgage I reached out to Huntington for help getting the account current in XX/XX/XXXX. I was told if I made three consecutive payments on time that the past due balance who would be deferred to the end of the loan and my account would be made current. I made those consecutive payments in XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. If not all at least part of the monthly payments were made via check through my account with another credit union the remaining portion was transfer out of my Huntington checking account to the mortgage account. Sometimes I paid it in cash but always at local branches. 

On XX/XX/XXXX Huntington Bank sent me a letter stating that I had successfully completed the deferment program and the past due balance of {$2800.00} was going to be deferred to the end of my loan as well as letting me know that my account was now current. The letter also stated that my next payment was n't going to be due till XX/XX/XXXX. Prior to receiving this letter it was brought to my attention that my payment for XX/XX/XXXX had not cleared so I resubmitted the payment via cash at a local Huntington branch. 

On XX/XX/XXXX i received another letter from Huntington stating that my home was now in foreclosure and my account was being referred to a lawyer. The letter also stated that if I wanted any help saving my home then to reach out to their Home Savers Department which I did. At that time I requested to start the process for saving my home as well as ask questions as to why my home was being placed in foreclosure status. At that time I was told that they can not answer any questions and that I had to contact the law firm that was given. Once contacting the firm they told me they did not have such information and after several calls between Huntington and myself and myself and the law firm I decided to ask the lawyers for a Redemption amount. 

On XX/XX/XXXX Huntington sent me another letter along with a check for the payment amount of my mortgage. 
Last week I received the Redemption letter I requested from the lawyer. To my surprise the letter stated that I was a total of 7 months behind on my mortgage. The two months that was supposed to be deferred to the end of the loan ( {$2800.00} ) along with 5 additional months ( {$7100.00} ). Totalling in {$11000.00} including fees. 

Once reading this I went to the local branch and spoke with the branch manager named XXXX. We went over the paperwork and she made some phone calls and told me that she would get back with me for the branch was soon to close. At that time I also asked for itemized printout of the payments made for my mortgage account. The next day she called me and told me that she was able to speak to someone and they express that I needed to get some missing documents for the homesavers program back to them. When I asked her about the print out of my account and was told that the person she spoke with said that they did n't have that for me. 

With that being said my question is where is the money that I have paid. My Huntington checking account does n't reflect the transferred funds but the check through cleared with the credit union. I do not understand how I can receive one letter stating that I was only behind {$2800.00} and now it 's a sum of {$7100.00}. Where did my payments go and why are they being held against me.? No one from the bank will speak to me nor give me the documents that I requested. And when I speak with the lawyers they do not have the information that I 'm seeking. It 's my fear that I will have to pay them twice for the same month and or loose my home.

Company response to consumer: Closed with explanation