Consumer complaint received 2025-04-29 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: PA

Complaint narrative:
b'Time Line of events that has happened\n\n9-XXXX My XXXX  and I applied for mortgage assistance thru Midland  Mortgage  because we had fallen behind due to XXXX XXXX XXXX.  \nXXXX Our XXXX  XXXX  to the XXXX  and we barely XXXX XXXX XXXX  XXXX. We lost everything but the clothes on our back\nXXXX  was notified of our loss\nAfter notifying Midland Mortgage of our loss we began getting letters that they had been notified that the property was vacant and  they would be forced to place empty structure insurance on the property at our cost.\nI contacted Midland Mortgage and stated the home was an entire XXXX  structure and  it had no roof so no one could live in home. I also notified them we were amply covered under insurance and they did not need to place additional insurance. \nDespite this phone call the letters continued to come every two weeks.\nOn XXXX I contacted Midland mortgage again about the mortgage assistance on the property and what was the status. I was told that there was an error in their system and I had to apply again. Which I did over the phone with the rep. In the meantime Midland Mortgage had XXXX XXXX XXXX  on the property despite us filing for assistance in XXXX  \nXXXX  I received an email confirmation that they had received my application for assistance and was processing it\nXXXX I contacted Midland Mortgage about the XXXX claim because even though it had been over XXXX  months since I notified them I still had not heard from anyone about the claim. I was told it was the XXXX  and people were off\nXXXX Contacted Midland Mortgage again in the loss draft department , I was told it was XXXX XXXX XXXX and that no one was working.\n01-XXXX Contacted Loss draft department and spoke with a XXXX XXXX I informed him that a check from the insurance company had arrived at Midland Mortgage for XXXX I sent it out overnight and that it was signed for and received. I had also submitted online all the required documentation that the website instructed me to send to them to begin the rebuild process. He told me he would look thru the documents and make sure they were in order. ( All email correspondence is attached as a separate document ) \XXXX  XXXX I received an email confirmation that the insurance funds were received and that all necessary documents had been received. \nXXXX XXXX XXXX  received an email that they were reviewing documents\nXXXX XXXX-XXXX  I emailed XXXX XXXX asking him how long would it take to get the check that was required to order our home and begin the rebuild process.\nXXXX XXXX XXXX  ( Yes this kind man actually emailed me on a XXXX) He said that he he could see in the system a draw was processed for $XXXX and  it had been submitted and that he would check everything the following day when he went into office\nXXXX XXXX  XXXX- Received another email from XXXX. ( all documentation attached)\XXXX,\n \nSorry, I talk to a lot of people and I just realized after looking at your file that the amount I told you would be XXXX percent, The XXXX is just per procedure.  I just looked at your documents we received and I will Set up the Payee for XXXX XXXXs and  request an amount of XXXX% minus the XXXX  that is already requested.  If you get a change, soon, please get us a copy of XXXX XXXX  License.\n \nPlease email me if you need anything else. \n \n \n \nThank you,\n \nXXXX XXXX\nServicing Associate II  Loss Draft\nMidland Mortgage, a Division of MidFirst XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXXXXXX  (f)\n\n\nXXXX XXXX XXXX  received another email from XXXX XXXX,\n \nI have a question,  Are you rebuilding back the same as what was and was your home a total loss.  If it was a total loss you need to be in contact with XXXX XXXX she handles rebuilds.  If this is just a repair and no changes are being done to the home then it does not have to go through her.  Please let me know.\n \n \nThank you,\n \XXXX XXXX\nServicing Associate II  Loss Draft\nMidland Mortgage, a Division of MidFirst Bank\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX uploaded XXXX XXXX contractor license.\n\n\nXXXX XXXX XXXX   sent an email to XXXX  asking if the check had gone out yet. \nXXXX XXXXth XXXX  his reply is as follows:\nt is pending the Payee setup then will go to the VP for Approval, I will follow up on it when everyone gets here and let you know if the payee is approved (by that I mean the person that set it up made no mistakes)\n \nThis is my day off and so I am just here helping out, so I will only be here until about XXXX my time.  If you dont hear from me it will be because I couldnt find out anything.  So call in in the afternoon and  ask if the payee is set up and when will it go for approval, Ask for a Rush.\n  \n \nThank you,\n \XXXX XXXX\nServicing Associate II  Loss Draft\nMidland Mortgage, a Division of MidFirst Bank\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX he sent another response\nOK I checked with the person that set up the Payee and he is going to have to redo it because it is not showing up on any reports as completed.  I will ask him to put a rush on it and I will follow up on XXXX  and change to XXXX  if it is not already.\n \nThank you,\n \nXXXX XXXXServicing Associate II   Loss Draft\nMidland Mortgage, a Division of MidFirst Bank\nXXXX  XXXX XXXX XXXX XXXX, XXXX  XXXXXXXX XXXX XXXX XXXXo)\n\n\nXXXX XXXX XXXX\n \nI sent XXXX XXXX  email \nXXXX I also uploaded the documents requested as well as sent them overnight. I was just told by XXXX  that the documents just arrived yesterday. that is not close to the truth. I need to really speak with someone that can help me\n\nXXXX XXXX 2025 his reply\nXXXXn \nThe problem is with the person that did the payee setup, there was an error, I will check with him and see if it was approved. That is where the hang up is.\n \nThank you,\n \nXXXX XXXX\nServicing Associate II   Loss Draft\nMidland Mortgage, a Division of MidFirst Bank\nXXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX  (o)\n\n\nXXXX XXXX XXXX   this email come from XXXX XXXX, \n \nThe person that handles rebuilds will be contacting you as soon as she has reviewed your file.  Her name is XXXX XXXX, She Handles all rebuilds.\n \n \nThank you,\n \nXXXX XXXXs\nServicing Associate II  Loss Draft\nMidland Mortgage, a Division of MidFirst Bank\nXXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX-XXXX (f)\n\n\nAfter receiving XXXX XXXX contact information I immediately emailed her to introduce myself and to try and schedule a call for us to talk\n\nXXXX XXXX I received a missed call from XXXX and then she called me back about XXXX  XXXX  later. I have attached all call logs from my phone to support \n\nWhen XXXX  called the first question she asked was were we going to pay off the mortgage. I told her we were not she then informed me that they had no intention of releasing ANY MONIES to rebuild home because home was in XXXX  status. I informed her that we had applied for mortgage assistance and that the department assured me we would be approved they were just waiting on the terms to present to me. She informed me that they base their decision on contract not modification. She then asked again did we want to just pay off the house because it would make things easier. I told her that wasnt what we were going to do and if she would look at the plans and the quote we were rebuilding a home that exceeded the mortgage by XXXX  dollars and that they would be more than covered with collateral. Her response was  so you say \nWe got off call and  then she called me back about XXXX  XXXX  later and said that after reviewing the contract for new home and the building plans that she would have to seek XXXX  approval that they would allow me to replace a XXXX XXXX home with a XXXX  home. I emailed her a document that stated that XXXX  DOES INDEED ALLOW XXXX. She said thanks for sending that but I need a more reliable source. I then said that source came straight from the XXXX  site. She also said that the amount that the insurance company sent did not equal the amount of the new build. I said to her that if she looked at the insurance quote that was sent she would see that after the XXXX  and XXXX  draw the monies would be sent to Midland mortgage by XXXX  XXXX  as the project moved along. She then said well what if they dont send it. I expressed to her that XXXX  XXXX  was a large carrier and  they would not lie that she could plainly see what the total claim was worth. She then informed me this was going to be a problem. They wanted it all or nothing. She also told me that initial deposit based on the draw schedule there wasnt enough funds to make all XXXX  draws. \n\nI would like to also add that these calls on this day is the ONLY time that she has ever contacted us evidenced by phone records. If I didnt contact her I would never have known anything. \n\nXXXX XXXXh XXXX  \nContacted our adjuster at XXXX  XXXX  and explained what I was told he said never in the XXXX XXXX  he has worked there did a mortgage company want all the money that how its done is based on draw schedules. He said he would email to her the breakdown and how it worked and explain that XXXX  pays their claims. She never responded to his emails. \n\nXXXX XXXXth XXXX  I received notification that we were approved for the loan modification thru Midland Mortgage and  that the documents for us to sign were being prepared and sent to us within XXXX  XXXX. I immediately emailed XXXX to let her know this so that she could see we were no longer in danger of XXXX. She never responded to that email. \n\nXXXX XXXX XXXX  I called XXXX since I hadnt heard from since our last phone call and left a voicemail.\n\nXXXX  left another voicemail\n\nXXXX called again and this time she answered. She said that XXXX  does allow XXXX. I asked her if she needed anything else to help her process this thru. She said her boss wasnt going to allow this to proceed because of the XXXX  . I said to  her I emailed you to let you know we were approved and were still waiting on the documents to sign. She said well I do see that you are approved in the system however what if you refuse to sign the documents. I asked her what good would that do us or what sense does that make. We were the ones that asked for the help so of course we would sign them. She said so we are just supposed to take your word. I also asked her why the over XXXX  was not showing in my account. She said oh I routed that to another account in case we have to rebuild a home to secure our collateral. I said that wasnt their money to just move around at will. That we have done everything we needed XXXX do and I wanted to know why the hold up. She didnt answer me. \n\XXXXXXXX Still no word from her so I called again and left a voicemail at XXXX XXXX I called again and left a voicemail at XXXXm \nNo return call was made by end of day\n\nXXXX called at XXXXm and left a voicemail\n\nXXXX called again at XXXX XXXX and she answered phone. She told me at that time the only thing holding it up was they needed to have in the account the funds to do the XXXX XXXX  draws. I told her I would work on this to make it happen\n\nXXXX Called to let her know that insurance company was sending an additional XXXX so they could cover the XXXX  draws. And that as soon as the XXXXst draw was cut they would send money to replace that draw. Had to  leave a voicemail\n\nNo return call\n\nI got this email on XXXX XXXX\nI have submitted the request for your contractors first draw of XXXX.  The request is pending management review.  I can provide status once the request has been reviewed.  Thank you for your patience.\n \n \n Thank you\n \nXXXX XXXX\nXXXX XXXX XXXX XXXX XXXX II\nMidland Mortgage, a Division of MidFirst Bank\nXXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX\nXXXX9 XXXX XXXX I called XXXX  x thru out the day and had to leave a voicemail each time. \n\nXX/XX/XXXX called and was able to reach her. I wanted to know if her manager had approved the submission and also why the additional funds were not showing in my rebuild account and despite I had the signature stating it had arrived she said it wasnt there. I knew better. When I said that to her she instantly  found  the money and said someone put it in the wrong account again. She assured me she would fix it.  I asked her if she now had everything that was needed and she said yes \n\XXXX called and had to leave a voicemail. \n\nXXXX  called and  had to leave a voicemail\n\nXXXX Called again this time she answered phone. I asked her why she hadnt heard back from her manager yet and she informed me that he was in meetings. I asked her if he was in meetings for XXXX  XX/XX/XXXXand she said he was very busy. I also let her know that the additional still wasnt showing in my rebuild account. She assured me again she would take care of it. \n\nXXXX  called and left message\n\nXXXX left XXXX  messages that day\n\XXXX left XXXX  messages\n0XXXX left XXXX  messages\nXXXX left XXXX messages and called a XXXXrd time and was finally able to reach her. I asked why it was taking so long for her manager to release funds. She said that because they didnt have the documents back for the loan modification. I said XX/XX/XXXX, I call every day about those documents and I keep getting told they are working on them but they wont give me a date that they are going out. I said you can plainly see in the system I am approved. She said yes I see that. I said its your company that isnt preparing these documents in a timely fashion so why am I being penalized because another department isnt doing there job. She told me that wasnt her department and there was nothing she could do. I then said to her XXXX  they are about to raise prices on these homes because of the tariffs going into place when can I expect some results so we can order this house. She told me by no later than next week.\nXXXX I called XX/XX/XXXXto let her know that the funds were showing in the rebuild account and to thank her. Thats when she notified me that management wasnt comfortable authorizing the build because all the funds were not available to them for the build. I explained to her again That once the first draw is sent for the home to be ordered the insurance company would issue a replacement for those funds. And once she sent XX/XX/XXXXdraw then those funds would be replaced by insurance company and that would mean that they had the entire rebuild portion in the account. She said management wanted all or nothing.\nXXXXnI left XXXX voicemails and then was finally able to reach her. I informed her that my XX/XX/XXXXand I were modifying what we were building so that the price would come down and that they would have every single dollar to rebuild the home. Already there without having to wait for insurance company to send additional payments. I asked her what was going to happen to the additional funds the insurance company is still going to send them and she said it will stay in their bank account until the project is complete. I asked her why because they would have no need for those funds because the house was being paid for out of what was already there. She told me thats just how it works. I also let her know that the documents for the loan modification had arrived and that we were signing and overnighting them back.\n\nXXXX Still no monies have been sent to builder so I called to find out what was wrong now , she said her boss had been busy and that she could see in the system we had returned our documents but that they were just not ready yet to release. \nXXXX left a voicemail to check on status \nXXXX reached her via phone to let her know that I had sent the revised contract and drawings over to her as well as the revised draw schedule for payment. I asked her if there was anything else that could hold this up. And she said she had everything that was needed. \nXXXX  left a voicemail\nXXXX left XXXX  voicemails\nXXXX called and spoke to her and she said the drawing of the new home didnt have total sq ft at the top that she didnt want to have to figure it all out. I had the builder redo the spec and I emailed to her. I was also now informed that because they needed the ok from XX/XX/XXXX( which I was told back in XXXX  they had) There was a bunch of things they needed and it could take her weeks to get. I asked what do you need. The original appraisal, ok sent it to her The value of the land that the property sits on, I pulled up online and  sent to her and the estimated completion date. I messaged builder and on there letterhead they sent to me and I emailed all to her and asked once again. Is there anything else you  need. No this is all perfect\XXXX  left XXXX  voicemails and once she finally answered this was the straw that broke the camels back. I was informed that they had to order a XXXX  to inspect , I asked her what are they inspecting the home has been demolished she said I need pictures. I said what about the pics I have sent you of the day of XX/XX/XXXX, the next day after XX/XX/XXXXand the pics I sent of the home had been demolished. She told me that they needed to be on company letterhead and I said then just place them on a letter in your letter head and she said it wasnt that simple. \nEvery single day they are collecting interest on my money, interest I will never see. Every single week its something else I need to do despite jumping thru hoops to get. I really needs someones help as this is not legal what they are doing. What happens when I run out of money for XX/XX/XXXX? Am I supposed to be XX/XX/XXXX? This has caused so much stress and anxiety on what already was a horrific moment in our lives. \n\nSincerely \nXXXX XXXXnMortgage Companies Name is Midland Mortgage a division of Mid First bank in XX/XX/XXXX\nMy Loan number is XXXXProperty address is XXXX XXXX XXXX XXXX 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 non-monetary relief