Consumer complaint received 2023-06-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: ARVEST BANK GROUP, INC.
State: CA

Complaint narrative:
Since we were under COVID forbearance before we filed which according to XXXX was XX/XX/XXXX, somewhere my payments for XXXX and XXXX didnt get recorded correctly, although still in forbearance, we filed XXXX XX/XX/XXXX, XXXX kept informing us they sent the reaffirmation paperwork to our lawyer but we never received them, finally we were told by XXXX  they sold our loan to Arvest in XXXX of XXXX, the turnaround time for the process of a reaffirmation is 3-6 months since everything has to be ink signed, and can only be transferred through physical mail in which all parties must sign including the BK court. So we lost every single on-time credible payment, in which we have never been late on our mortgage in the 12 years from then prior. So Arvest acquired our loan in XXXX of XXXX, and it would be for another month or so before our account would be fully transferred to them. Obviously they cant change any terms on our loan and we were still under COVID forbearance. They gave us no chance to restructure or reaffirm our loan since we were to be discharged on XXXX XXXX XXXX. Arvest kept us on forbearance but took it over from XX/XX/XXXX through XX/XX/XXXX. XXXX did not apply my payment for XXXX payment. And I dont know what happened to the money that was in escrow but XXXX transferred our loan with - {$400.00} in our escrow account. So As of now, we are deferred from XXXX of XXXX to XX/XX/XXXX. Principle and interest. However, Arvest also included escrow, which I still havent investigated yet, into our deferment, but also put us on a 5 year loan in the amount of {$4000.00} to apparently pay back from the forbearance for escrow. Yes, even though they charged us in the deferment for those months. Ive been battling both of these lenders in terms of where the money went. Even though I have proof of payments not only from the lender themselves, but from my bank statements. Since those werent suffice, Im now having to get the actual transaction number from the bank to see where the money was actually wired. It also states in the bottom of XXXX statement coupon that any payments made will be put into a separate account. Another topic XXXX argued with me about when I was in the phone with one of their many reps in which she stared, XXXX does not do that. I argued that she is lying through her teeth. I also have receipt of payment for that transaction that was made on XX/XX/XXXX. That payment was made over the phone and approved instantly with a representative whom informed me it would be placed in a separate account at that time until we became current from the forbearance in which they would apply that amount towards the principle balance. During that time, one of the main reasons we filed for our Bankruptcy, was due to identity theft. We had various account changes. However we never received a refund, nor did we receive any money paid back from that account at all. Yet for some reason, we were sent to Arvest mortgage with a negative escrow balance. Even though Arvest was paid back for that negative escrow balance in the deferment we paid back when we had to refinance the loan back into our names. So essentially, we had paid double if not triple. 

XXXX did us extremely wrong, along with Arvest mortgage. They made unethical decisions, I feel, in hopes that we did fail and we had to give up on our home, unknowingly of the COVID laws that saved us from losing our home. The outcome is I feel is fair, in all this is to not only pay us back for payments that were made and not accounted for, but to charge them the interest to the day they cut the check to pay us back. And to pay back our deferment losses. We did not have to go through all of this. All of this has been a horrific experience. Our trust in the XXXX XXXX XXXX has greatly diminished. I can give you times and dates and receipts for everything Ive explained. XXXX even attached an additional XXXX on top of our loan when they sold the loan to themselves with out us knowing. I have documentation on that as well. Its taken me this long to complain because I needed to step away from this negativity. Get myself together, and revisit this issue in a better state of mind emotionally. The stress has taken a toll on us to no degree. And here it is from us to you.

Company response to consumer: Closed with explanation