Consumer complaint received 2025-05-30 00:00:00
Product: Mortgage — FHA 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: FL

Complaint narrative:
This is a formal complaint regarding XXXX XXXX  's refusal to accept time-sensitive documentation related to our mortgage assistance application. The documents in question were submitted just four ( 4 ) days after the stated deadline, yet XXXX XXXX  rejected them outright without consideration for the circumstances or any attempt at resolution. 
On XX/XX/year>, we called and were informed that our documents were rejected solely because they were received four days late. However, we had called multiple times prior to the deadline to explain that we were experiencing notarization delays and would not be able to complete notarization until XX/XX/year>. At no point during these calls were we told that the documents would be rejected for being late. In fact, we were assured that as long as the documents were submitted by the end of the month and that our new monthly payment of {$2500.00} was made by XX/XX/XXXX, everything would be in good standing. 
We also made multiple follow-up calls after the documents were received, and were told they were under review for proper signatures and notarization-and that these were the only potential reasons for rejection. 
Please note that the original deadline of Saturday, XX/XX/year>, fell on a non-business day. 
Therefore, the documents could not have been reviewed until Monday, XX/XX/year>, which was the same day we completed notarization. The documents were then sent the following day, XX/XX/year>, and XXXX received them on XX/XX/year>. 
We acted in good faith and made every reasonable effort to comply with the process. A delay of four days under these circumstances-particularly when falling around a weekend-should not be grounds to outright deny critical assistance, especially when housing stability is at risk. The rejection of these documents may now result in financial hardship, unnecessary escalation of mortgage delinquency status, and potential legal action that could have been avoided with basic flexibility and customer care. 
We respectfully request that XXXX XXXX  reopens the file and processes the documentation we submitted. The manner in which this situation was handled shows a lack of empathy, poor servicing standards, and potentially predatory treatment of a homeowner seeking help. 
This complaint has been submitted to the Consumer Financial Protection Bureau ( CFPB ) for regulatory oversight, and if not resolved promptly, we will escalate further through the U.S.

Department of Housing and Urban Development ( HUD ) and the Florida Attorney General 's Office.

We are requesting an official written response within 15 days, as required by CFPB complaint handling procedures. Please treat this matter with the seriousness it deserves.

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 explanation