Consumer complaint received 2025-10-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: HILLTOP HOLDINGS, INC
State: KS

Complaint narrative:
b'My mortgage started XXXX  As part of my mortgage a renovation loan was included.  The contractor ripped up the house and stole XXXX of advance money given to him by the bank.  Communication with the bank was almost nonexistant and I would get conflicting or wrong info in most conversations.  I ended up having to take COVID forbearance because I was paying rent on top of my mortgage.  This was for XXXX  months.  At the end of the forbearance period I told XXXX  that I wanted to take the deferred payment plan where they put the XXXX payments at the end of my loan.  Instead of doing this they closed out my reno loan and applied the money in that account to the COVID forebearance payments.  This left me in an even worse position.  I missed XXXX  payments in XXXX for XXXX XXXX XXXX   I was able to resume normal payments because I no longer could afford my rental. In XXXX XXXX XXXX  began not allowing me to make my payments online.  They have forced me to call in every month, which involves a XXXX XXXX hour wait time just to make a payment.  I requested a loan modification application in XXXX XXXX  I had to call in XXXX  because my home insurance company was told by XXXX  that I had a renter living at my address, which was completely false.  I completed the application and mailed it to XXXX.  They sent a letter stating they did not receive all the info requested.  I knew that was incorrect so I called again having to be on hold for XXXX XXXX hours to talk to a rep.  This happened approximately three times each time I talked to a rep they said they could not find what the issue was. It just said it was incomplete which was for two bank statements. Finally the last person I spoke with told me that when someone had scanned it into the system they had scanned each statement as a half page and put the outside margins in the middle of the page so they had cut off the bank statement dates.  He told me that I could appeal their decision because at this point they had closed out my application. I did that through email and they acknowledged receiving the email.  Then I received a letter stating that they had received my application and that it was incomplete, and that there was no information attached, which again I double and triple triple checked, and it was attached. This was untrue because I told them in the email that it was to appeal their decision because it was due to their employee error and I had attached a copy of the completed application that was mailed to them originally.   When I called about this issue, the rep I spoke with said he had no way of seeing what they scanned in the system, which I already knew was untrue because the rep before him had told me that he had seen it.  This rep said he would have to get with the processor and have them make a decision. He told me I just needed to send in a whole new application and that I should never have been told that I could appeal their decision to close my first application.  He said that I should receive a letter regarding my complaint about my appeal and to date I have not received anything. Also, during this time, in XXXX, when I tried to make my monthly mortgage payment, the rep refused to take my payment.  She told me that I either had to pay the full amount or agree to a pay agreement with the monthly payment plus XXXX of the back amount owed in XXXX XXXX even though their lengthiest option was XXXX XXXX  I advised her I was not going to agree to something that I did not know if I could keep the agreement, due to my financial condition of being on XXXX, which XXXX  already knows because this was in my original loan application.  I decided to call back again to try to make my payment at the end of XXXX  and another rep. let me make the payment with no issue so I believe the first rep was trying to make me go into the next bracket of delinquency.  Every month when I call I have to answer a barrage of questions about my financial condition, how much I make?, what my bills are?, if I live in the house?, if I intend to stay in the house?, etc.. Even though my answer has always been that I do live in the house and I do intend to stay in the house almost monthly they have sent someone from XXXX to verify that the house is not vacant. They tack on a $XXXX  charge for each check. The inspectors never knock on the door and the house is clearly not vacant so they should not hang a tag however some have, so then again I have to go through the process of trying to contact someone related to this mortgage to tell them that their information is wrong.  Every time Ive called XXXX, they then tell me I need to call my mortgage company and let them know that Im living in the house, when I have already done that.  In XXXX  a rep from XXXX  came out, did not knock on the door, was in plain clothes, plain car, no markings of who they were and proceeded to walk around my house and on my property for 45 minutes. After the first 15 minutes I thought I was being robbed so I called the sheriff. Unfortunately, he did not get here until just after the person left.  I then found a tag on my front door, and I called XXXX  and told the rep what had happened and she said that they had contracted out to a third-party for that inspector and they could not give me his name or any info because that third-party company would not give them the information. The same man came again in XXXX  and I spoke with him and got his name and advised him that XXXX  said he shouldve never been on my property for longer than 5 to 10 minutes and if he knew someone lived here even shorter than that. He said that something funny is going on because he never gets called back month after month to the same address.  To me, this is a form of harassment.  I have also found out that there is a program for a loan modification due to Covid, which that is what mine is, which was set to expire at some point this year, that I have never been told about by my mortgage company. I believe this is one reason why they have been using delay tactics to process my application.'

Company response to consumer: Closed with explanation