Consumer complaint received 2024-05-22 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: Aspen Yo LLC
State: FL

Complaint narrative:
Subject : Complaint Against Gregory Funding for Mismanagement of HAF Grant Payments and Poor Customer Service Dear Consumer Financial Protection Bureau, My name is XXXX XXXX, and I am writing to file a formal complaint against Gregory Funding concerning their mismanagement of funds provided by the Hardest Hit Fund ( HAF ) and their unacceptable customer service. 

I received a grant from the HAF designed to help homeowners stay current on their mortgage payments and prevent foreclosure. This grant made 18 payments of approximately {$990.00} each to Gregory Funding, with my monthly mortgage payment being about {$910.00}.

Over the past three months, I have repeatedly contacted Gregory Funding regarding discrepancies in my account. Despite the grant payments, I have noticed a monthly credit of around {$1200.00}, and I am unclear about how these payments have been applied. I have encountered the following issues : Lack of Transparency and Misapplication of Funds : Gregory Funding representatives have informed me that the grant money was applied to my account. However, the HAF fund manager explained that the funds should only be used for monthly payments and any remaining credit should be applied to the next month 's payment. Instead, it appears that Gregory Funding has applied these funds to the principal without my permission or notification. The credit amount left over should have been applied to the payments for XXXX and partially for XX/XX/year>, as there should be a remaining credit. 

Inability to Access Account : For several months, I have been unable to log in to my account to make payments. Despite multiple calls to Gregory Funding for assistance, this issue remains unresolved.

Unprofessional and Rude Customer Service : Almost every agent I have spoken with has been unhelpful and rude. I requested to speak with a supervisor to file a complaint and seek an explanation, but I have received no response.

These issues have caused significant stress and confusion, and I believe they reflect a serious mismanagement of my mortgage account by Gregory Funding. A fair resolution to this issue would be : Application of Remaining Credit : The remaining credit should be applied to the monthly payments, not the principal, as initially agreed upon by the HAF grant.

Detailed Explanation and Account Reconciliation : A detailed explanation of how my grant payments have been applied, including a reconciliation of my account showing the application of each HAF grant payment.

Restoration of Account Access : Restoration of my ability to access my account online.

Investigation of Customer Service Practices : An investigation into the customer service practices at Gregory Funding.

I would appreciate your assistance in resolving these issues. Please let me know if you require any additional information or documentation.

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation