Consumer complaint received 2025-12-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Data Mortgage Inc.
State: IL

Complaint narrative:
Beginning around 3032 days past due, I attempted multiple times to make my XXXX payment, but every payment channel blocked me. In addition, during the last week of XXXX, I again attempted to make my XXXX payment before the 60-day mark. I was sick with a XXXX XXXX  and was not able to even pick up the phone throughout XXXX. Despite being ill, I still attempted to pay through the automated phone system, the online portal, and the guest pay function and all of them continued to fail before XX/XX/XXXX. 
This shows that I made repeated, good-faith efforts to cure the delinquency before 60 days, and that it was the servicers system failuresnot my actionsthat prevented payment. 
After failed attempts I emailed XXXX customer care team around XX/XX/XXXX XXXX am explain the issues. I did not receive a response until XX/XX/XXXX. There were contact information that was inaccurate and other reps from XXXX expressed I was told misleading information. 

On XX/XX/XXXX, XXXX  XXXX  emailed me in response to my email ( the gist ) After 32 days, the portal and guest pay would no longer work therefore I could not make my payment.I could call in to make a payment with a representative.I could mail a payment or use wire transfer etc.There was no mention of a 60-day restriction or any FHA rule prohibiting them from accepting one past-due payment. 

Therefore, I followed their written instructions exactly. I called in as as soon a a got their email. The issue is that as the system was still not letting me bypass with my loan number. I have to find a way to block my number from being recognized and then request a call back from a rep. When a rep called back after XXXX hours of waiting I explained the issue to her. 
After calling, the XXXX representative told me : She can take XXXX but then put me on hold and proceeded to say she could not accept my XXXX payment unless I paid XXXX, XXXX, and XXXX all together.She insisted she could not take a one-month payment. She attempted to push a repayment plan of {$4100.00} per month for four months, which does not reflect what I owe. I told her she can not include any late fees or XXXX. My mortgage is on XXXX for now until XXXX. Even so, she refused my XXXX payment and said you could've have mailed in your payment. Which to me doesn't make since because they would've sent it back. 

She placed me on hold multiple times, when she returned she said " XXXX XXXX I she escalated the the call for a supervisor.Your holding up the line with other callers ; Thank You for calling XXXX XXXX '' and then disconnected without resolving anything. 

On XX/XX/XXXX, I spoke with a representative who was very transparent and acknowledged several inaccuracies in the written email XXXX XXXX sent me. She confirmed that the email did not correctly explain my payment options, and she openly stated that the company had been experiencing issues with their automated phone system, which matched the problems I encountered. 

During this call, she told me she had spoken with the collections department and confirmed that collections would be able to accept my XXXX payment. She said she would stay on the line with me to resolve the XXXX payment through collections and would assist me afterward with arranging the XXXX payment. However, after placing me on hold, the call disconnected and she never called back, despite having my number. 

This same representative was also the first person to tell me that FHA supposedly has a new guideline that servicers can not accept a single-month payment once the loan reaches or approaches 60 days delinquent. I immediately asked her where this new FHA rule was documented, why I was never notified, and why it was not included in the XX/XX/XXXX email. She was unable to provide any written proof, documentation, or citation and could not explain why this information was withheld. I also explained to her that I only reached 60 days because their systems blocked me from paying before then. She verbally acknowledged my concern but offered no resolution and provided no follow-up. 
On XX/XX/XXXX, I called XXXX XXXX again after the previous call dropped to try to resolve my XXXX payment. I was first routed to a representative in the wrong department, who could not assist me and spent time asking questions that did not address my issue. I asked her to transfer me to Collections. Once I reached Collections, I explained everything that had been happening, including the blocked payment attempts and the conflicting information I had been given. The Collections representative told me they could not accept my XXXX payment due to this FHA regulation. I expressed my confusion and frustration, because different employees had told me narratives about whether Collections could accept the payment. I asked why I was receiving inconsistent information and why a system failure was preventing me from making a legitimate payment before 60 days. The representative admitted that their phone system had been acting up, which matched the issues I had experienced. 

I asked to speak with a supervisor. The Collections representative told me he was chatting with his supervisor, and that the supervisor could call me back on XX/XX/XXXX between XXXX and XXXXXXXX XXXX I explained that I am a teacher and can not take personal calls at that time, and asked if the supervisor could speak to me while I was already on the line. He then told me that if he attempted to take my payment, the system might kick it back, I told him I was willing to accept that risk I simply wanted to make my payment but he still refused to take it and then stated he could get in trouble for processing it. Therefore, why say something in that manner. I asked him to reach out to the representative I had spoken to earlier who said that Collections would be able to accept my XXXX payment, and he told me she was busy helping other customers and he could not get her. When I asked again to be connected to a supervisor, he placed me on hold, and the call disconnected. Instead of reconnecting me, it immediately went to a survey. I never received a callback from Collections or from a supervisor. 

On XX/XX/XXXX, I finally received a callback from a supervisor. I explained the entire situation to him, including the repeated system failures, the conflicting information from representatives, my attempts to pay before 60 days, and what I was prepared to pay. I clearly stated that I could make my XXXX payment immediately and my XXXX payment on XX/XX/XXXX. The supervisor placed me on hold, and when he returned, he incorrectly stated that he could take my XXXX and XXXX right now, and that I could then pay XXXX on XX/XX/XXXX. I corrected him and clarified again that I was stated to him I said I will to pay XXXX now and XXXX on XX/XX/XXXX. He then reversed his position and said that he could not take only the XXXX payment. 

When I asked why I was being refused again, he mentioned the FHA regulation, I stated I needed to see it in writing. I explained that he was the one referencing an FHA rule and that, as the supervisor, he should be able to provide the written rule, documentation, or official dispute of policy. He then claimed that he emailed his email servicer for clarification but could not explain what department that was, why they needed to be contacted, or why he could not provide the regulation himself. I stated that as consumers we need to be fully aware of this FHA regulation since they are the only ones stating this... he still could not produce any documentation when asked. 
He then suggested that I could have requested a video chat appointment sooner to resolve the payment. I explained that the option he referenced is only for loss mitigation or for special servicing cases, not for making routine mortgage paymentsand that those appointments take several days to schedule. I reiterated that all I wanted was to make my payment. He stated that my only options were to enter a repayment plan, pursue loss mitigation he will schedule it or pay XXXX and XXXX together immediately. When I asked to escalate to another supervisor or department, he said no one else was available. 

During the call, his tone became noticeably snarly. He repeated that I had no other options despite my attempts before the 60-day mark and despite their system failures. He also indicated that I can dispute the 60 day with the credit bureau in a condescending tone. Ultimately, the supervisor abruptly disconnected the call. This was yet another instance of the servicer ending the call without resolution, further preventing me from making my payment. 

I also want to clearly document the repeated failures of the automated phone payment system, which is the primary method I have always used to make my monthly payments. Normally, when I call the automated system, it correctly identifies my phone number, confirms that the number is associated with my property address, gives the standard disclaimer, and then allows me to press 1 to make a payment. From there, it typically prompts me to enter my loan number, asks me to confirm my ZIP code, and then allows me to select my payment method usually using the last four digits of my bank account already on file. This has always been my regular and successful method of payment. However, beginning in late XXXX and continuing into early XXXX, the automated system stopped functioning properly. After confirming my phone number and property address, the system would ask me to enter my loan number but instead of proceeding to the ZIP code confirmation, it repeatedly stated that there was no account associated with that loan number. This is incorrect, as I verified the loan number multiple times and have used the same number for every prior payment. The system failure prevented me from accessing the payment menu at all. On one attempt around XX/XX/XXXX, the automated system gave an additional error by stating that a payment is already scheduled for this account, even though no such payment existed. This conflicting message further demonstrates that the automated phone system was malfunctioning, and that my account was being inaccurately processed by their system. These failures are a primary reason I could not make my XXXX payment despite attempting before the 60-day mark

Company response to consumer: Closed with explanation