Consumer complaint received 2026-05-20 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: MIDFIRST BANK
State: OH

Complaint narrative:
RE : Complaint AgainsXXXX XXXX XXXX Mortgage Servicing Misconduct, Inadequate Disclosure, and Loss Mitigation Concerns To Whom It May Concern : I am submitting this complaint regarding the servicing and loss mitigation handling of my FHA-backed mortgage loan by XXXX XXXX during and immediately following a XXXX XXXX XXXX. From XX/XX/XXXX through XXXX XXXX I suffered a severe multi-system medical XXXX involving XXXX XXXX XXXX XXXX XXXX transport, prolonged XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. During this period, I lacked the functional ability to reasonably manage complex financial and legal affairs. Upon partial recovery, I learned my mortgage servicing had transferred from XXXX to XXXX XXXX and that my home was facing foreclosure risk. I repeatedly informed XXXX representatives that my objective was to save my home and bring my mortgage current. XXXX representatives discussed what was described to me as an FHA Payment Supplement / partial claim option. I was specifically advised that this program would bring the delinquent balance current while reducing monthly principal and interest payments without permanently restructuring my primary mortgage terms. I was further advised that completion of a 90-day trial payment period would demonstrate eligibility. I successfully completed the required trial payments. However, after completion of the trial period, XXXX mailed permanent loan documents containing material terms that had never been disclosed during the trial process or prior communications. These documents : * Modified the primary mortgage loan; * Increased the interest rate ; * Extended the mortgage term approximately 30 years ; and * Included a separate FHA-related agreement. I immediately contacted XXXX and advised that these were not the terms that had been represented to me. I repeatedly requested : * A detailed itemization of all fees and charges; * Clarification regarding the modification structure ; * Alternative loss mitigation options; * Time to consult with HUD counselors ; and * Clarification regarding foreclosure activity and deadlines. Despite these requests, XXXX failed to timely provide a complete accounting and repeatedly advised me that I was running out of time to act. Representatives provided inconsistent and contradictory information regarding available options. Certain representatives discouraged me from pursuing alternatives by stating that cancellation or reevaluation would take weeks and could jeopardize my ability to save my home. I also attempted for approximately one month to obtain assistance from HUD-approved counseling resources but was unable to obtain meaningful consultation despite documented phone calls, office visits, and submission of documents. Ultimately, under severe distress, fear of foreclosure, unresolved confusion regarding the loan terms, and while continuing to recover from catastrophic medical and cognitive impairment, I signed and notarized the agreements because I believed I had no realistic alternative to preserve my home. I believe XXXX XXXX failed to provide adequate disclosures, failed to provide requested accounting information, provided materially inconsistent representations regarding loss mitigation terms, and failed to ensure informed understanding of the agreements presented to me during a period of extreme medical vulnerability. I respectfully request a formal investigation into XXXX XXXX servicing conduct and handling of my loss mitigation process. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX OH XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation