Consumer complaint received 2022-07-28
Company: Cornerstone Home Lending Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
-I was in forbearance that ended XX/XX/XXXX. 
-I spoke to a customer service reps to find out the next steps. 
-I was told to fill out financial information and submit the information. 
-After submitting the requested information i called in to check the status. 
-I was told to pay XXXX ( as a trial payment ) for the first three months than that would become my permanent payment amount. I asked if I would receive that in a letter or on the website. I was told i would receive a letter in the mail. 
-I made the first payment of XXXX on XX/XX/XXXX -I checked routinely online for it to reflect on the mortgage website which it never did nor did i receive a letter stating the XXXX monthly amount. 
- I called to the mortgage company ( cornerstone ) to find out why I was not seeing the payment made nor the XXXX. XXXX amount but instead XXXX. I told them that my original loan was XXXX and had been modified to XXXX. 
-They said they did not see that and that i must pay XXXX. 
-After looking further into it the rep said he didnt see that i had been interview for a loan modification. 
-I told him that i had.

-He said that he would have to do the initial loan modification interview and than get me over to the individual who would finalize it. 
-He approved the loan modification pre qualification then soft transferred me to the representative who would do the final qualification. She said that is looked like a step was missed but that XXXX would be the amount to pay but not to pay it til the first of XXXX or it would mess things up in the system. I accepted and the call was ended. 
I called back on XX/XX/XXXX to make a payment and was told i needed to pay XXXX -After going back and forth on that for several days and multiple calls later I spoke to a manager who then confirmed that XXXX and that is was in a " note field that the other representatives could not see ''. and that everything is fine and that XXXX is the correct amount to pay. 
-I then asked if that could be noted so that everyone could see the correct amount and if i could receive and email confirming the amount and an official letter stating the XXXX. 
-I was told she would make sure it showed up in the note field and that a letter showing the amount should already be sent out and that i would receive it any day now. 
-I then made a second payment for the XXXX on XX/XX/XXXX. 
-I waited a few days for the payment to reflect on the mortgage website but once again it never did. Nor did i receive a letter stating the correct amount or the original loan amount.

-I called back and the representative said she did not see a payment made since XXXX ( Note : I did not make a payment in XXXX while under forbearance ) - I then explained to her that I had made two payments for XXXX and explained the whole situation again. 
-She told me she is not sure what's going on but it doesn't look right and would investigate and contact me back. 
-I have yet to hear back from them and have made several calls and go through the prompts all to end in dead air and be disconnected. 

*** in the past 2 months i have called the mortgage company over XXXX times to try to get the correct XXXX amount to show up on the website and on an official letter head. I have failed and am not sure what to do but I know I do not want to lose my house. I just want to start paying what I was paying before forbearance or pay the modified loan amount of XXXX. XXXX that I was promised and told by 4 different reps ( 2 managers 2 customer service ) was the correct trial amount to pay following the loan modification.

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