Consumer complaint received 2025-06-02 00:00:00
Product: Mortgage — FHA 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: TX

Complaint narrative:
I had entered in to an agreement with my Mortgage company to get caught up. 

All was going well up untill I got injured and could not make the full payment amount of {$2600.00} stated that I could do {$2000.00} at that time and they stated no this was on XX/XX/XXXX that I needed to hold on to that and that I would need pay the balance of $ XXXX to clear the account by the end of the month. 

I had spoken to them several times through out the month as they did call. 

On XX/XX/XXXX -- I called in at XXXX XXXX  had to leave a message - Stated that in my message to please call me back as I have a payment to submit By XXXX XXXX  I still had not heard anything so I called again and left another message By the end of the day they had not returned my call. 

On XX/XX/XXXX which is Saturday I still had not heard from them so I called in again at XXXX XXXX  and got the message they were closed. I then wen on line and tried to do it via web but it was locked out. I tried to send a message through there portal but it was not working either. 

I found a previous email from XXXX This is not currently inactive email as it did not go through so a follow up was sent to XXXX Showing the following Hello i was serching through my emails to try and find someone. 

I dont know if your in the right spot but i have been calling in for the past 2 days. I have not been called back so that i can make my payment. Im locked out of doing it online. And the automated system just repeats please enter your social. I dont know why i caint get a return call or why i can not pay online as i was told i could do. If you can gert this to the right peraon it would be great. 

Ive also attached photos and a video where the messaging is not working either The photos show that there system would not allow me to send them anything. 


Today XX/XX/XXXX at XXXX XXXX  I still had not received a call so I called back I was on hold for 5 min when a lady came on the line. She did not state her name just verified me through there system and stated that now my payment of XXXX was gong to be XXXX that I owed the XXXX and some change and then the month of XXXX as well and they would not take anything less This is a XXXX additional payment which does not make since as my monthly payment was XXXX this would be 2 months of payments and that is not right. She stated that I had untill the end of the month XX/XX/XXXX to make the XXXX payment and that didnt happen. 

I stated that I called in to there office multiple times and no one would call back she said that was not there responsibility as they have a high call volume. I said that is fine but I reached out to you guys and you guys didnt do your job the least that you all could have done is call and get payment clearance so that this could have been done and yet nothing nor have you called in today to catch up on your high call volume on friday She stated sorry that the XXXX amount is the only thing they will accept and there is nothing that is going to be done. I asked for her manager and she stated that nothing would be done and it is what it is. And again asked for her manager and should could not guaranty a call back today People should not have to suffer for the lack of a mortgage companies down falls or lack of personnel and then pass it off to the consumer as if it is there problem. I did what was asked of me and made every attempt to do so and still could not get them to call to get this payment through

Company response to consumer: Closed with explanation