Consumer complaint received 2018-08-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: LAND HOME FINANCIAL SERVICES
State: TN

Complaint narrative:
First, I would like to start off with my hardship. When I first started my job, I had the pleasure of being hourly. I brought an extra {$300.00} or more home every two ( 2 ) weeks. I had a wreck on XXXX XXXX XX/XX/XXXX and accumulated over {$40000.00} dollars worth of medical bills and 8 months worth of physical therapy bills. The wreck was caused by a driver who did not have the right away. After my house closed, I was switched to salary which cut my household income by 30 %. This caused the perfect ingredient for collision. I informed Land Home Financial of my circumstances and they tapped danced on my loss mitigation application. 

I am confusing about several things. I only received a few emails regarding my application with the items that were needed. Once I was told they needed something, I would send it in and they would ask for additional documentation that should have been sent the first time. On XX/XX/XXXX, I completed my list of items that Loss Mitigation requested. I sent an email asking for XXXX, my loan processor, to assist me by giving me a call like she had prior to. I made a check list and sent the following items in that were requested with detail on all documents. Every time, I would call and ask for an update, I was told that Land Home Financial Services ( LHFS ) is not required to respond until after 5 business days. Thinking that the application was complete, I received a letter from LHFS dated XX/XX/XXXX stating that an appraisal was ordered and I would receive a copy. I never received a copy of my appraisal neither did I receive a call back when I requested assistance. Every time that I would ask for XXXX, I would consistently get shot down. I told several individuals at LHFS that we could not afford to live due to hardships ( medical bills, {$400.00} XXXX bill, income reduction, and a few others ). I constantly asked for help with the documents, and received no help. 

Since my mortgage has closed, I have received the worst service and had the worst experience as a first time home buyer : - When speaking with the lender about rates for our home, I was informed that the rate was 5 % for the program and the rate would not change or increase. From early XX/XX/XXXX, I spoke with the lender on several occasions. I was told my rate was locked ; however, my rate increased a quarter of a point to 5.25 % right before closing. We decided not to proceed with the mortgage, but was convinced after talking it out with LHFS. LFHS informed XXXX ( other homeowner ) and I that we would have the option to refinance in 90 days for 1.75 % credit toward the loan. If we had known that our credit would have dropped so low after the loan, we would have never did the loan. We banked on the word of the mortgage company stating that we could refinance into a FHA loan to lower our payment just after 90 days of closing. 
- When I arrived at the closing table, I did not have to bring anything to closing except {$1100.00}. We received a first time home buyer down payment from Land Home Financial and received 3 % of our closing cost from XXXX by XXXX XXXX. Over the last eight ( 8 ) months, I have found out so many things were not paid. Between late XXXX and early XXXX, our house insurance lasped due to none payment. We resolved the issue since then ; however, I feel like it should have been handled at the beginning. I found out recently that our HOA statement has been passed due for 8 months now. I have never received a bill by mail or internet because the house was not listed in my name with HOA.

We went to Land Home Financial thinking it was too good to be true. Unfortunately, it was too good to be true. We feel like we have been mislead and abused to the point where we are at a dead end. Personally, I believe that Land Home Financial really wants us to foreclose on my home to reap profit.

We want to stay in our home. We have never missed a payment on anything until we fell on hard times. We looked for assistance from the bank, and received no help regardless of the number of times we asked. Will you help us? 

XXXX and XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation