Consumer complaint received 2026-01-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: HILLTOP HOLDINGS, INC
State: KS

Complaint narrative:
I am having to open a new complaint because my complaint was closed before I could respond to the lies that were sent in the response from XXXX. Case # XXXX. Also, XXXX sent correspondence by mail on XX/XX/XXXX and XX/XX/XXXX stating they would need more time to respond to my CFPB complaint but I have not received their response to date by mail. 

In response I have attached a letter and documented proof of my complaint. 

XXXX lied about using the overage funds in the renovation escrow account towards my principal balance. They used these funds in the amount of {$19000.00} to make payments for my Covid 19 Forbearance plan. Instead of paying the full amount amount to Principal they paid to Interest {$8700.00}, Mortgage Escrow {$5800.00}, Principal {$5000.00}. 

This needs corrected and the Principal payment in the full amount of {$19000.00} must be dated from the original date of XX/XX/XXXX to avoid any other inaccurate accrual of interest. 

I told numerous employees and agents from XXXX that I wanted to defer my payments that were due from my Covid 19 Forbearance plan to the end of my loan. Please see the letter attached below. 

This Covid 19 Forbearance plan needs to be corrected after the full amount of {$19000.00} has been credited to my principal amount. 

XXXX must act in a timely and honest manner in processing my loan modification application including approving me for any programs I was eligible for from the date of my first delinquency in XX/XX/XXXX. This includes programs I was never advised were available including the Covid 19 Loss Mitigation programs. 

XXXX must report the balance of my mortgage correctly to the credit reporting bureaus. Even after two disputes through XXXX XXXX they have refused to correct their inaccurate reporting. XXXX is reporting my loan balance as {$150000.00} as of XX/XX/XXXX. However, the balance on my statement and the payment history provided by them show my balance as {$150000.00}. This will also need to be further corrected when they properly apply the principal payment. Since XXXX has made a mess of my account and refused to follow federal laws regarding Covid 19 they have made any reporting on my account inaccurate and should not be reporting it as late or delinquent as they have done. 

Last, I chose XXXX as the lender for my home because this was a federally insured and backed mortgage by XXXX XXXX. I have not been able to get a straight answer from anyone at either XXXX or XXXX XXXX because according to XXXX XXXX I never had a loan through them. Either I was lied to by XXXX about this being a XXXX XXXX loan or they did something internally to cause this to happen. I have been provided no proof even after requested, I was never told it was going to happen before hand or that it was a possibility and as noted below XXXX deleted any information about XXXX XXXX from my account after XX/XX/XXXX. They must restore this loan to a federally backed loan as that is the loan I agreed to, not a private loan through a bank that has not given me any confidence in their integrity to date.

Company response to consumer: Closed with explanation