Consumer complaint received 01-12-2018 about Mortgage (FHA mortgage) with HOMEBRIDGE FINANCIAL SERVICES, INC. (GA).
Issue: Trouble during payment process

Complaint: In XX/XX/XXXX, Homebridge Financial Services ( " Homebridge '' or the " Company '' ) approved me for hardship trial payments commencing in XX/XX/XXXX. In XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I timely made the required trial payments and the Company indicated that I was eligible for the Home Affordable Refinance Program. Despite the fact that the modification included a higher interest rate, I was anxious to participate in the program based upon my hardship. Accordingly, I submitted all documentation requested. At the expiration of the trial period in XX/XX/XXXX Homebridge was still not ready with a modification agreement, but they promised that I was on track and instructed me to continue making trial payments. I have submitted every payment, on time, each month. Finally, in XX/XX/XXXX, Homebridge forwarded a modification agreement for me to sign which I immediately executed and returned to them. 

After repeated failed attempts to finalize the Modification Agreement, Homebridge still has not executed it or recorded the Agreement in my county 's deed records. Furthermore, they continue to send delinquent statements that include late fees each month ( including coming on to my property to attach notices to my front door ) that indicate that I have not been making my payments and billing me the incorrect amount. Myself or my wife ( authorized on the account ) have called or e-mailed the Company no less than twenty times in the previous six months to notify them of the error. Each time, I 'm only permitted to speak with the customer service representative that answers the phone and they give me a different answer each time. Some examples include " the signed agreement is with the County '', " we are in the middle of a corporate buyout '' and " the agreement is at the attorney 's office ''. These contradictions make it clear that Homebridge is either incompetent beyond explanation or just plainly fraudulent. Often, the Company does not even bother with an untrue explanation and simply state that they will call back with more information. They never call back as promised. The only calls that we receive are collection calls requesting a payment. Yesterday, for example, the customer service representative indicated that a loss mitigation specialist would call back " immediately ''. As expected, the call never came. I 've attached a couple of e-mail examples that demonstrate the Company 's failure to communicate with us. 

I submitted a complete application for modification almost one year ago and have not received a single ECOA notification. My understanding is that one of the policy reasons for the notifications required by ECOA was to prevent Company 's from dragging customers through the application process. That is exactly what Homebridge has done. 

The conflicting information, failure to communicate and failure to complete the process is causing a great deal of hardship for my family. We entered the program in good faith and have complied with every request and requirement. Nevertheless, our mortgage is still reporting delinquent ( despite almost a year 's worth of on-time payments ), we are still getting delinquent statements that include late fees and have complete strangers coming onto our property to hang contact notices.

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