Consumer complaint received 2021-01-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: HOMESTAR FINANCIAL CORPORATION
State: FL

Complaint narrative:
Enrolled in forbearance program in XX/XX/XXXX, which was extended until XX/XX/XXXX. Since that time I have made payments early, and have been working with the company ( Homestar ) to submit a partial claim, which they offered as an option. This is supposed to move the past-due payments to the end of the loan. 

I was provided documents, which I signed on XX/XX/XXXX. The documents were also reviewed and signed by a VP at Homestar on XX/XX/XXXX. After those were submitted, nothing happened. My account still shows a past-due balance for the payments during the forbearance period. I can not make payments online and it shows that I am 5 months behind on my mortgage. The company told me in late XXXX that there were other documents I needed to sign ; they never sent those documents. 

Since that time, I have spoken to over 20 people. Dates of the calls are listed below ( I started keeping track after calling 2-3x a week for several weeks ). Each time I would speak to a different representative, who kept telling me the same thing - " the documents will be sent out, you should receive them via email in 2-3 business days. '' I receive emails from the company regularly regarding my mortgage payment and I monitored my spam folder, never receiving the email. 

Finally, on XX/XX/XXXX, they sent the documents that " we are waiting on to execute the partial claim. '' The documents they emailed were the SAME documents that I had signed on XX/XX/XXXX, complete with my signature, my father ( co-signer ), and the VP of Homestar. 

I have spent countless hours on the phone with them, speaking to multiple people, being told the same story. I am just trying to get them to do their job. It was a forbearance option they offered, and I have done my part. I am still waiting on the claim to be processed and my account be brought up to date. I call each month and make a mortgage payment via phone, as I can not manage my account online due to the pending claim. 

Calls I've recorded include : XXXX - talked to XXXX, said a manager would call to discuss my issue and that she had " personally '' sent the manager an email - call was never returned XX/XX/XXXX - spoke with XXXX, said the docs would be coming XX/XX/XXXX - tried to call and inform her that I had not received the documents, the extension she provided went to a call center. Had them forward me to her voicemail, left a voicemail, she never returned my call XX/XX/XXXX - spoke with XXXX, said docs would be sent out, never received XXXX - XXXX on customer ally team said email was being drafted and would be sent out in 24-48 hours XXXX - Received a copy of the same documents I had signed on XX/XX/XXXX via email, saying that I needed to sign and return ... signatures already present on those documents, from me, father, and Homestar VP XXXX - Spoke to XXXX, he was perplexed as to why the claim had not been executed yet. He initiated a " task '' and said that it would be brought up to date in the next few days XX/XX/XXXX - Received call from Homestar to tell me that they were again " reviewing documents ''

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation