Consumer complaint received 2025-01-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: PENNSYLVANIA HOUSING FINANCE AGENCY
State: PA

Complaint narrative:
I asked for a payment plan originally but was talked into doing the loss mitigation by lender becaue there was a good chance I wouldn't need to have all the money at 1 time and there is help I could get to take care of loan. So with there advice i went with loss mitigation instead of a payment plan because they made it seem like i would get the help i need. I applied and was denied several times after several weeks of sending paperwork then being told I have to contact someone else now and they never had any of my paperwork that I sent the last person. They changed my contact probably 5 or more times. Sometime I was told it was lost or expired when the switched my contact. They would tell me they have everything then denied me because I didn't make enough money and the other time I didn't have enough detail on my food spending on the loss mitigation papers I then tried XXXX and was denied because I made too much money I then appealed and the hemap person did not like me they were rude, unprofessional, and plain disrespectful. They called me names and yelled at me when I asked for help sending them the paperwork they wanted. I sent them Paperwork over 20 times because they would only accept it a certain way. I would send it how they asked but they still refused my paperwork. At this point I asked for a supervisor to report how I was treated and I told them I want another person to take over my appeal that I didn't think I would get a fair review. I asked the hemap person for there supervisor and I called in several times to report how I was treated and my concerns about a fair review. All of my requests went unanswered and I never recieved any help. I eventually was told they have my paperwork and they would make a decision. I was denied because they made a mistake on my income changing it from XXXX to XXXX a month and not having paperwork I sent over 20 times I immediately called about the mistake and nothing was done I was told to appeal it again they won't fix there mistakes. At this point they have led me down a path that didn't help instead of letting me do the payment plan I asked for. They stopped taking my payments even tho I could have payed. They lost or said my paperwork expired and needed it resent. They changed my contact regularly so I never knew who I needed to talk to. Refused to let me speak to a supervisor. They continued to pursue foreclosure during loss mitigation. They put late fees and other charges on my account without explanation. I asked for a reinstatement letter several times and none were sent. They refused to offer anything to help me and said there was no programs I had to pay in full or nothing they lied led me down a path to loosing my home. They stalled and delayed at every chance they had. They asked me how much I could pay them then weeks later offered a payment plan for thousands of dollars more than I told them I had to be able to start a payment plan when they knew how much money I had I could pay. I thought they would have my best interest in mind and were there to help me buy they only took me down a path to loose my home. I'm sure I'm missing more things they did but I don't want to loose my home I literally beged the lender for a option that would help me I asked for everything I could and was always told no help please help me and my family with a way to settle this and hold phfa accountable for there deceptive actions

Company response to consumer: Closed with explanation