Consumer complaint received 2018-01-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Cornerstone Home Lending Inc.
State: TX

Complaint narrative:
Complaint Against : XXXX XXXX XXXX XXXX.

XX/XX/XXXX Topic of Complaint : Cornerstone put me on a " Hurricane Harvey 3 month forbearance period '' on XX/XX/XXXX( that I did not need ).

What happened : I attempted to make a payment on XX/XX/XXXX ( {$370.00} are my regular monthly payments ), the next payment due date, and I was locked out of my account portion of " make a payment ''. On the phone a few times to resolve this, nothing resolved < I was told on the phone because I was on the Harvey plan, that I and all others are locked out. So I kept making requests to get me out of it - nothing ( as evidence of still being locked out of the payment portion of the site ).

The 2 months owed now, its XX/XX/XXXX, I was still locked out from making a payment online and decided to make a payment " with a representative ''. I did this on XX/XX/XXXX for the amount of {$730.00} ( 2 months for my mortgage now owed ) over the phone with the confirmation number of XXXX  and nothing showed withdrawn from my bank! And still I was locked out from making web payments.

Concurrently I have received FIVE " attempt to collect '' letters from their " Loan Workout Department '' while being on the Harvey forbearance program.

Lastly, I attempted to now pay THREE mortgage payments on XX/XX/XXXX for the amount of {$1000.00} ( confirmation number : XXXX  ) and seen I was finally allowed to make web payments and the payment shows paid on Cornerstone - BUT has not been taken out and today is the XX/XX/XXXX ( like theXX/XX/XXXX situation ).

I called today, XX/XX/XXXX( yet again, but now spoke to one of the managers ). I was not irate, but sternly concerned for their lack of coordination and vision of how to help those affected from Hurricane Harvey.

Problem # 1 : This is not a forbearance plan, a forbearance is when the months owed that are on " pause '' are applied to " the end of the life '' of the loan. Here they are expecting full 3 month payments as a BALLOON payment due immediately! Just 300 yards from where I live, 100s of homes where totally lost - I was lucky, and those mortgages are easily $ 2,000+. Imagine having to pay 6,000+ on the 3rd month when the plan is done on XX/XX/XXXX! ( While receiving debt collection letters along the way ... ) Problem # 2 : Lack of strategic planning 1 : Why would you lock out the customer from making payment if they want to make payments?! I had plenty of REAL forbearance periods in my student loan lives - and I ALWAYS had the chance to pay when I could within the period on my WEB PAGE options and was never locked out from the option.

Lack of strategic planning 2 : Debt collections?? Then I am told to just " ignore '' the letters ... I'm sure the debt collecting team will forget to sort out who is who from the letters of Harvey and non-Harvey stacks and send all for default on XX/XX/XXXX( as my 5th letter stated ).

Help please, RM

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation