Consumer complaint received 2022-03-31
Company: MIDFIRST BANK
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Due to Covid and a health crisis I suffered, I was put on forbearance. Once my forbearance period was nearing the end, I reached out to Midland/Midfirst for mortgage assistance options. I was presented a loan modification, however, the payments were unaffordable. 




*On XX/XX/XXXX I spoke with XXXX Midland/Midfirst XXXX XXXX ID # XXXX & # XXXX. I was advised to submit a traditional hardship application due to my circumstances by agent # XXXX ( which was in the loss mitigation department ). He assured me that I would be protected from foreclosure, and any negative reporting to Midland/Midfirst and all credit bureaus.

*I called several times afterwards to speak to Midland/Midfirst reps just to get more clarity on how to complete a hardship application and what my options, because I wanted to stay in my home. I was then advised to contact a HUD agency to further assist me. I did exactly that. I was told all my loan modification app was still active and would remain an option just in case the hardship app results did not work out in my favor. 





XXXX XX/XX/XXXX, I submitted a traditional hardship application per the advice of agent # XXXX. I just want to note that I spent at least XXXX hours working on this application. I attached XXXX documents per their request. They acknowledged receipt via email on the same day. 




XXXX XX/XX/XXXX or XX/XX/XXXX My HUD XXXX and I called to Midland/Midfirst to get an update on the status of the application as it had been around XXXX weeks since I submitted it. This is at least the second time I called to get an update on the application. Again, we spoke with XXXX agents, ID # XXXX and then was transferred to agent ID # XXXX. They told me XXXX conflicting things regarding my application status. They also conflicted with what was told to me on previous calls. We were put on hold for extended periods of time, only to be told there was an error made on behalf of Midland/Midfirst. The agent # XXXX was profusely apologetic and said that the documents werent acknowledged due to an error. She didnt go into much detail. Again, I was assured by the agent that I would be protected from foreclosure, and any negative reporting to Midland/Midfirst and all credit bureaus. I was told all my options would be kept open meaning my loan modification app was still active and would remain an option just in case the hardship app results did not work out in my favor. 




*On XX/XX/XXXX I called to get a status on my application that I submitted in XX/XX/XXXX. I spoke with agent ID # XXXX, and she said that my application was denied and closed because they never received any documents from me! She told me my account was in foreclosure due to failure to submit documents. She kept saying I never submitted any documents. She isnt the only agent that said something like this to me! She put me on hold again per usual several times and all for LONG periods of time, only to come back and said there was yet another error made on their part. She stated that BOTH my hardship application and load modification was accidentally closed back on XX/XX/XXXX after I spoke with the other reps. She told me she was very sorry and that she was uploading my documents as we speak, and that it would be XXXX days for them to give me an update. She explained that my account was now considered behind and was not protected and would be reported the credit bureaus as late. I explained to her that this was totally unacceptable and requested they reconcile the status of my account due to THEIR repetitive errors. She said there was not much she could do, but she could transfer me to upper management. At this point I am feeling beyond misguided, confused, and violated. 




Again, every single time I spoke to a rep, I was told my account was under review and that I would be protected from foreclosure, and any negative reporting to Midland/Midfirst and all credit bureaus. I was told my loan modification app was still active and would remain an option just in case the hardship app results did not work out in my favor. 




I was then transferred to agent ID # XXXX and she admitted that I was misguided. She placed me on hold several times and later she explained to me that once they accidentally closed my hardship application, I was no longer protected from foreclosure or negative reporting. She told me to call back on the following week as she was going to try to reconcile my account. In the meantime she advised me to be re-reviewed for a covid modification. 




*On XX/XX/XXXX I called Midland/Midfirst with my XXXX  counselor to follow up as advised. We spoke with agent ID # XXXX and she gave me even more conflicting information. At this point, it was evident that one hand didnt know what the other was doing. She explained that when my covid assistance application was closed by agent # XXXX, my protection ended! NO ONE EVER EXPLAINED THAT TO ME! I was assured over and over and over that I was protected! She also explained that Midland/Midfirst was only able to review 1 assistance program at a time! 




XXXX XX/XX/XXXX I then received the EXACT same hardship application in the mail as if I never submitted XXXX. The agent # XXXX just told me that she uploaded those same documents??? 




XXXX XX/XX/XXXX I received yet another identical hardship app identical to the one I previously received an submitted which was labeled Your application Status : INCOMPLETE. 




*On XX/XX/XXXX I also received a letter labeled, Your application Status : COMPLETE! This is on the SAME day! 




At this point, I am beyond disappointed, frustrated, and confused. The company has very poor communication. I called several times to inquire about the status of my application, and EVERY rep asked of me assured me of protection and stated my account was under review. I was mishandled, misguided, and misinformed. There were so many conflicting updates as assurances. I feel my mortgage lending rights were violated and I need clarity and reconciliation.

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 monetary relief