Consumer complaint received 2022-05-28
Company: MIDFIRST BANK
State: LA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
During the Covid crisis, I applied for forbearance due to lack of work and the inability to pay the mortgage. When I applied for the this process, I was told all payments will be held and the total that was held during the crisis will be tacked on to the back of the loan. I was also told that once I'm ready to start payments again, I will be able to apply for a loan modification program. I contacted Midland Mortgage in XX/XX/XXXX to let them know that I was now working and wanted to apply for a mortgage modification program. I was sent an application for the loan modification and I was approved. They sent me a XXXX  package that explained my new mortgage rate of 3.125 % making my mortgage payments much more affordable. I went to the notary to have the necessary papers notarized. However, I was unable to do so because the spelling of my middle name was different than what the spelling of my middle name is on my driver 's license. I contacted Midland mortgage to make them aware of the incorrect spelling on the papers they sent for notarizing and they requested that I send a copy of my drivers license, and SS card. These items were emailed to the email that was given to me for correction on the document. A couple of week passed and had not received the loan modification packet with the correct spelling of my name. Being that getting this notarized was time sensitive, I contacted Midland again to inquire about the due date was only a couple of days away and if it would effect the terms of the agreement that was listed on the paperwork. I was told by the representative that I can just mail the payment listed on the documentation and to send the modified documents once they are notarized which would complete the required paperwork for the loan modification. I mailed a payment for XXXX and XX/XX/XXXX when I was called stating that additional documents were needed. I called Midland to find out what paperwork was needed and they stated that they needed a copy of an electric bill. I explained to them that all the required documents that was requested were sent which is how I was approved for a loan modification agreement which I signed, notarized and made XXXX payments for already. The representative stated that she would look into the matter and contact me with information. When they contacted me a week later, they stated that my loan modification application was denied do to it not being received on the due date. I explained the the representative about the misspelling of my name, the required documents that were sent to validate the correct spelling of my middle name and that I was told that the notarized documents were sent to me too late to meet the initial deadline. I also explained that I was instructed to make payments and the documents would be excused for tardiness because it was not my fault that my name spelling delayed the process making my application tardy. I was told again that they will looking the matter. Their response to the application being denied is because I did not sigh the AKA name ( XXXX XXXX XXXX ) and I only signed XXXX XXXX XXXX. I explained to the worker that the instructions did not say to sign all the names listed above, it just stated to sign the first, middle, and Last name out and do not leave off ( XXXX XXXX XXXX etc ). She stated that they have been having this problem with a lot of notary personnel not have the client sign all the names listed. I then told her that both the notary and I read the instructions and it stated nothing about signing ALL names listed above. Every week I received a phone call from Midland Mortgage and I've had to explain this story over and over again. They requested more information to be sent, and I sent what was requested but the representative would say they couldn't locate it or the conversations that I had with previous workers. I've been trying to get someone to look into this matter but every time they do, I'm asked to jump through another hoop. I asked each rep if they can send me an email about what was requested and the instructions that was given to me because every time I get another rep call, they have no idea what was said and can't locate any notes from previous conversation. I asked her how do I get proof of what was said in regards to the next step needed to complete the process of my initial agreement. She stated she's not allowed to email that information, and that she can only give me her name and call number. One representative told me that my initial application is denied and I would have to complete another application with a much higher interest rate than the initial one. I've talked to 2 different representatives XXXX and XXXX who have expressed to me that they see that I submitted numerous documents that were requested and can see previous conversations with reps and they could not understand why my initial application was denied. I've emailed the XXXX XXXX and haven't had any luck in getting the issue of my initial application resolved. I feel as though this company is jerking me around and now that interest rates have gone up, they want me to complete an application with a higher rate. I've also received a letter stating that I will lose my house if I don't pay over $ XXXX by XX/XX/XXXX although I was approved for the covid forbearance program which was supposed to take all payments not made during the Covid crisis to the back of my loan, now they are requiring that I come up with a large lump sum of money. I am desperate to get answers from someone who give me what was promised or said would resolve this issue in writing. I spoke with someone on XX/XX/XXXX and she said that she see notes stating that I was told to send payments of {$380.00} for the months XXXX and XXXX and that would lock in my initial agreement. But I was told to hold off on payments until a decision was made concerning the application. I explained to her that if that were the case I would have BEEN sent payments and that I am willing to send payments now. I am utterly frustrated and need some answers on the initial application. I can not afford to lose my property or pay them over {$11000.00} by XX/XX/XXXX. Can someone please help me with this mind boggling situation? I've gone on XXXX  website concerning Midland Mortgage and saw 100s of complaints concerning this company and how they have gone through the same situation I have and some have even lost their homes. This company is another XXXX XXXX and need to be investigated. They say the record all phone calls so I would request that they listen to ALL the phone calls made to me which will explain everything that was told to me on how to keep my house and for the agreement to be honored from the initial notarized loan modification paperwork

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