Consumer complaint received 02/14/2018 about Mortgage (FHA mortgage) with American Financial Resources, Inc. (IL).
Issue: Struggling to pay mortgage

Complaint: To the Consumer of Financial Protection Bureau ( CFPB ) I first became ill in XX/XX/XXXX. I was off work for three months which I returned to work in XX/XX/XXXX. However, I became ill again in XX/XX/XXXX in my mortgage began to be late in XX/XX/XXXX besides the inaccurate loan  statements that were given to me due to the American Financial Resources and XXXX XXXX not working together to estimate my taxes correctly. 

The American Financial Resources and XXXX XXXX has caused me suffering damages of predatory lending practices while using coercion practices on me by forcing me into a extended repayment plan that they knew will further strain my ability to get back on track with my mortgage payments. In addition, no one called me to discuss this matter of me being delinquent on my mortgage payment. Instead I received an enormous amount of phone calls from the number XXXX which is American Financial Resources but when I answered the phone call will immediately hang up with no one on the line. In addition, I would call the number back at XXXX during business hours however I would get a recording that stated I reached them during non business hours which may it very complicated for me to discuss the situation. 

Finally, I used a different prompt with the same phone number to reach someone. However, when I spoke with the person I was told I can see if I qualify for an extended repayment plan for 6 months and this was around XX/XX/XXXX. Unfortunately, since I did not have the bill information she needed she told me I can call back to see if I qualify. I called back around XX/XX/XXXX when then I was told I do not qualify for an extended repayment plan. In addition, I told the person that I have been ill which has caused me increased in bills. I was told that I can try loss mitigation but if I do that understand it is a one time over the life of the loan so make sure that it is really needed at this time. Therefore, once I was able to reduce some bills I called back around XX/XX/XXXX. At this time I spoke to XXXX who was very rude on the phone. 

I told him I wanted to see if I qualify for an extended repayment plan that earlier I was told I did not qualify for. XXXX took my information and stated that I can make a payment and for XX/XX/XXXX and XX/XX/XXXX payment would be over 1800.00 dollars I explain to him that I could not afford that and I plan to get back on track with my mortgage payments very soon. However, I explain that I receive a letter threaten to proceed with foreclosure procedures as of XX/XX/XXXX. He stated well do the extended repayment plan I said I would like to do the one for over 6 months, XXXX stated that they no longer over a 6 month extended repayment plan. Before I knew it XXXX put me into an extended repayment plan for the higher payments for over 1800.00 a month. I stated to him I told you I could not afford that and XXXX told me it is too late he cant change it. Therefore, I was forced into an extended repayment plan that I told XXXX I could not afford. As a result, they used predatory coercion practices on me forcing me into the plan they knew would further strain my ability to repay. XXXX did not educate me that since my mortgage was on about 40 days past due that my mortgage will not be escalated to foreclosure on XX/XX/XXXX. Instead XXXX force me into a plan breaking the CFPB regulations according to the strong protection of struggling borrowers servicer must not make the first notice or filing requiring foreclosure process until a mortgage loan account is more than 120 days delinquent. 

In addition, nor did XXXX XXXX or American Financial Resources make phone contact efforts to help me with my situation instead they sent a letter threatening to start foreclosure procedures. In addition, both of these agencies make procedures more of a runaround than given me the customer service I needed to resolve my situation. I would like to be compensated for such predatory unfair and illegal practices for my suffering from XXXX and American Financial Resources. Last but not least American Financial Resources also consistently calculated my taxes incorrect causing me to pay a higher mortgage payment to later find out they owe me a refund. I was put through suffering of straining my ability to pay my mortgage during that time too. Please inform me how I will be compensated just as many other consumers are for predatory unlawful and unfair regulation practices. I look forward to your help with this matter. Currently my mortgage is only past due for XX/XX/XXXX which is about 11 days past due. 

P.S. Please also make sure they remove the extended repayment plan that I was forced into for XX/XX/XXXX and XX/XX/XXXX.

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