Consumer complaint received 2025-09-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: MIDFIRST BANK
State: VA

Complaint narrative:
We are currently behind on our mortgage due to insufficient income. We had already submitted an application for loan modification with XXXX XXXX. On XX/XX/year>, I received an email stating " Your application for mortgage assistance is currently under review ''. On XX/XX/year>, I received an email informing me that the mortgage assistance plan documents were available on the website. The email stated I could sign in, print these documents, have them notarized, and send them back. The deadline for having these documents back to XXXXXXXX XXXX was XX/XX/year>. I printed the documents & took them to be notarized on Saturday, XX/XX/year>. I then mailed these documents via Priority Mail that same day. I received an email on XX/XX/year>, stating my account at XXXX XXXX  has been listed as current, so I believed the paperwork had been processed. I received an email on XX/XX/year>, stating the documents had been received & the review process can take 1-2 weeks. That same week, I received the same loan modification documents via XXXX. I had the second set of documents notarized & returned them in the XXXX  return envelope that was included in the mailing. I sent the second set of documents just to make sure it was received by loss mitigation. I received an email on XX/XX/year>, stating the second document had been received & again, the review process could take 1-2 weeks. In this paperwork, it stated my next payment was not due until XX/XX/year>XXXX  & we would no longer be considered behind on the mortgage. By this date, we had not heard back from the mortgage company, so we called to make a payment. The representative we spoke with stated he could see our paperwork had been received, but it had not yet been processed, despite 2 weeks having passed. We made the payment that was defined in the loan modification paperwork in the amount of {$2200.00} & were told " there is a backup in the loss mitigation department, '' but he was sure we would receive a call within the next week. Giving the benefit of the doubt, we allotted time for the paperwork to be reviewed & processed. My husband called the last week in XXXX to schedule the next payment for XXXX. The representative he spoke with stated the records still showed that the application was pending & had not been processed. The payment in the amount of {$2200.00} was scheduled in the amount listed on the loan modification paperwork & was withdrawn on XX/XX/year>. I received a letter in the mail on XX/XX/year>, dated XX/XX/year>, that stated the application had been rejected due to " Signed documents not returned '' ; they were submitted twice & I received confirmation emails both times upon receipt by XXXX XXXX. I contacted them this morning & spoke with XXXX. She stated she did not see any record of documents being received. I explained to her what the previous two representatives said was contained in the notes on the account regarding receipt of the documentation. She placed me on hold & reached out to loss mitigation. After some time, XXXX came back on the line to tell me the representative in loss mitigation had to do some research as to what went wrong & that at this time, we are still behind on our mortgage & that foreclosure status is set to begin on XX/XX/year>. We did our part in getting the required documents submitted before the stated deadline, but someone failed to do their job & now we are still at risk of foreclosure. This is unacceptable & was handled very poorly. The stress from this situation & possibly losing our home has me thinking the problem could be solved if I died in an accident or decided to take my own life for insurance money just to bring the account current. Absolutely unacceptable, but I was told, " You should feel better knowing someone is looking into this ''. It should have been taken care of within 1-2 weeks, as stated in the confirmation email on XX/XX/scrub>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