Consumer complaint received 2022-11-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: MONEY SOURCE, INC., THE
State: AZ

Complaint narrative:
My husband and I purchased our dream home in XXXX and the mortgage is through XXXX, The Money Source. 
He did a refinance in XXXX ( i think ) to lower the interest rate. 
Because of slowed work due to XXXX my husband got on a forbearance plan in XXXX. Unfortunately, he passed away, unexpectedly, due to XXXX in XXXX of XXXX. When I called XXXX  to see if there was any sort of credit life on the mortgage, that's where all my problems began. XXXX  refused to give me any information on the account stating my name wasn't on the account. My husband had given them permission, in the past, to speak to me. After days of trying to convince XXXX  of this, I gave up. According to Louisiana law, it's community property, so I was forced to pay for a succession, which made me sole administrator on the estate. Even after sending in the death certificate and court filed succession papers, XXXX  STILL gave me the run around about speaking to me. I had to get my lawyer to call into their legal department to get this worked out.

In the meantime, I tried logging into the account online and was locked out by XXXX. They refused payment of any kind, stating since a forbearance plan in effect & I was NOT on the mortgage, I couldn't change it or make payments, except for ALL monies to bring the account current. Financially, I still wasn't sure if I could bring it current.

After my lawyer contacted XXXX, they finally spoke to me, kept offering for me to stay on the forbearance plan. I kept offering payments & they wouldn't accept any. 
They would call me on a daily basis, which is understandable, but I would answer and it would be silent, then the call would end. This happened CONSTANTLY! 
They ran my credit twice, without my consent, and kept trying to get me to assume the loan. 
My first ally there, XXXX, was working with me to get the loan " adjusted '' so the monthly note would be lower. Found out later, that was just their way for me to " assume the loan ''. So, I did not send in the reaming paperwork for that! 
After months of going back and forth about this, my frustration grew, not knowing if I could financially stay in the home and then they started talking forclosure! 
They kept & still are, trying to get me to assume the loan. My estate lawyer says under the state of Louisiana, since the succession is done & I'm the XXXX, I do NOT have to assume the loan! 
Someone told me about the federal government program through each state for XXXX  affected families called Louisiana Home Owner Assistance Fund, so applied in either XXXX or XXXX. Once I told my XXXX  ally I applied for the program he said " Great! This will show on your account & keep you out of foreclosure. '' A week or so later, a foreclosure note was posted on the door of the property! I called XXXX  & asked why. They said it was already in motion, couldn't stop it, but not to worry, that they would remove it. I incurred over {$7000.00} in lawyer and court fees because of this! These prices have been added to what I owe XXXX. According to the court system, the forclosure is still showing up, but no sale date.

I was accepted for {$25000.00}. I told XXXX numerous times if they accepted the money, I had help to pay the rest. XXXX  contacted the state asking for the full amount of what it would cost to have my account brought current, which was just a little over {$52000.00}. The state suggested that they put me in mitigation to pay the rest. I kept telling XXXX  that I would pay the rest. They NEVER accepted the money before the deadline of XX/XX/XXXX, so now XXXX   is saying I've been denied. After calling the state back I was told that XXXX refused to accept the money by the deadline so I had to file an appeal for the money. I am still under the appeal process. XXXX  told me, with my realtor on the phone, that if I accept the state money I can not sell the house for a certain amount of time and I would be forced to pay that money back. So we caled the state after that and the state told me that that is not true, that all XXXX  had to do was accept the money. 
I found out yesterday, XX/XX/XXXX through an updated payoff from XXXX, that I will now be charged a daily {$29.00} late fee. XXXX  told me over and over again that NO daily late fee would incur if I was actively working with them to resolve this.

Financially I had to move out of that home. It has been on the market to sell for a year. XXXX is aware of this even though every time I call in I have to remind them that I no longer live on this property. Still today, they will not take any sort of payment whatsoever whatsoever from me.I have incurred so many lawyer fees and late fees that I will have to pay out of my personal money when it comes to selling this property, since the estate doesn't have any other monies. I'll have to pay to sell & be rid of our home! 
I have been through 3 allies through XXXX and can never speak to the same person. When I do call in, people have different answers for the same questions and it is frustrating and confusing.. They will say that I said things that I did not!

I have tried emailing my ally, but never a reply. When I call in for my ally he is always busy and I can not speak to him. I was told that the emails I am sending him just goes to random people and not to him specifically to him and there is no way to email him specifically.

A lawyer and realtor show my name and signature on the paperwork filed through the court system when my husband and I purchased it.

The lady at the state for the Louisiana HAF & a lawyer suggested I contact this bureau. I should've found a way LONG ago to get this straightened out before all having to be worried sick, moving away out of fear of foreclosure and no place to live! I've done enough suffering after my husband 's death and shouldn't have to deal with this! 
This whole situation has literally made me ill in my stomach and forced my daughter and I to move away! 
Sorry for not knowing exact dates. I've been living in a fog for over 2 years after losing my husband, so I did not keep notes very well whenever I'd speak to XXXX. 
Thanks for your time! 
XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation