Consumer complaint received 2026-04-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Idaho Housing And Finance Association
State: WA

Complaint narrative:
I am a military member who have faced some personal stress due to fianc deploying, me loosing a high paying job in the military due to not being able to pass required exams ( still in the military but not a pilot ), and family member having some health/mental conditions that all affected me very much for the past multiple months. XXXX day I attempted to go to HomeLoanServ website to make a usual online payment for my house but wasnt able to do so. I reloaded the page without success. I then noticed it said to call their costumer service number as my online payments were blocked. So on XX/XX/year> at XXXX hours, I called the phone number listed on their website XXXX and a male employee answered. I asked why wasnt I able to pay online and was told that due to couple of returned ACH payments. I explained to him that I have been under a lot of work/family stress and that has lead to this detail slipping away. I also told him my concern with not being able to pay online and being charged late fees, to which he said I had until the XXXX of the month to not get late fees added. He placed me on few holds, and went to chat with his manager, after I asked to be given a discretion. He then took me off the hold and said that the lockdown for my online account has been lifted by the manager and I should be able to make payments as usual again. I logged in my online portal while still on the phone with him but the payment page still showed as being locked. I told him that the pay page is still locked to which he responded that it may take a day or so to process but I shouldnt have any issues tomorrow. And if I still did, to call back again. The next day XXXX days I have logged into my online account and attempted to pay but wasnt not successful as the lockdown still wasnt removed. So on XX/XX/year> at XXXX hours, I also noticed that a late fee of {$15.00} has been added to my account for overdraft, so I called again and the female employee answered. I explained to her everything that happened and everything that the manager said has been fixed, I also did mention the late fee that wasnt suppose to happen until the XXXX as I was told by her coworker. She put me on couple of holds, XXXX of which was very long, just to tell me that nothing has been unlocked and or fixed, and that late fees do apply. I was also told by her that the only options I had was to make a cashiers check or wire transfer through my bank to make payments for my home. After hanging up, I went to the bank and was told that in order to do wire transfer, I had to have companys routing and account number and details as of to whom to make payments to. I went home and searched online to attempt to find the answer on how to proceed with making the payment. I found mailing address for the company but nothing else was listed. I have not received any written communication from the HomeLoanServ on any clear guidance or instructions. I had to may cashiers check and send it by mail. Before I did so, I emailed the company on their online portal, then few days later via email as well requesting written instructions on how to pay, when will the lockdown be lifted and I can pay online again, where is the proof of violation according to company policy that I never knew or was aware of, and any supporting documentation. This issue has caused me more undue stress and hardship on my mental state. I have provided the company XXXX business days to acknowledge my emails but have not heard anything back yet, therefore I am escalating this to your level for appropriate help. Thank you

Company response to consumer: Closed with explanation