Consumer complaint received 2026-05-29 00:00:00
Product: Mortgage — Conventional home 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: HILLTOP HOLDINGS, INC
State: OH

Complaint narrative:
My lender is XXXX XXXX. I called XX/XX/XXXX of XXXX to make a payment and I spoke with a gentleman who told me that he would not accept it because he had already pushed my loan into foreclosure. I had told him that I made a payment XX/XX/XXXX and they had no problem and never once mentioned any late fees or that I was behind. I knew I was behind I thought to be 2 months but it turned out to be 3. I tried to access my account it locked me out so I had no idea that this was taking place that's why I called to make my payment. I made a payment of {$1400.00} in XXXX and then called in XXXX and the guy on the phone told me he knew I didn't have the amount of money needed and he was pushing it through. He never offered any type of mitigation or forbearance or anything. I have since called every week and I didn't find out about loan mitigation until the end of XXXX and that was through my own research. I then contacted prime lending and explained I went through a financial hardship and I would like to speak the loan mitigation to which I did and they sent me a packet and asked for pay stubs and a few other things to which I got onto they're alone solution website and sent everything over which I will attach proof and they said they never received anything so I emailed again said they never received anything. XXXX XXXX has called me once a week since all this started and I keep trying to make a payment every Thursday and even told them I would pay {$1000.00} a week they will not accept. I sent over the loan mitigation department the hardship packet and everything they've asked for every week since this started. And I keep getting the same runaround they haven't received anything and there is no sale date but it is inactive foreclosure and XXXX of XXXX is the next sheriff sale for our county. I keep telling them I don't want to lose my house I'm willing to work with them and pay it down. But again I'm told with every representative I can pay the full amount. And I received a letter the other day that stated it is now up to {$10000.00} plus their lawyer fees so instead of them working with me and taking the XXXX week they're still continuing on and not listening to me. I called them this week XX/XX/XXXX and the guy on the phone told me I had one day left for them to receive everything that I've already sent through the loan solutions website and to their email which I'm attaching that as well. I was directed to a third party loan mitigation site but it checks out that it is not run by the government and not HUD affiliated and I don't have the leverage to lose XXXX a week. I would rather just pay it to my mortgage company but they are not willing to work with me at all. I've done everything they asked More than enough times and unlike most people I don't want to lose my home and I'm willing to find a solution but they are not willing to work with me and I don't think this is right or fair. I sent them an email asking them to send me copies of everything that I need to send them immediately. " I am again attaching my hardship letter, 4 most recent paystubs and my hardship application. I have sent these every week since XXXX not only through email but your loan mitigation website which all states received and an email confirmation it has also been received. I was told today by XXXX XXXX Employee ID # That I had ONE day to turn in missing documents, but was not given any warning and had I not called, you would've pushed a foreclosure through and I have yet to have any of my information reviewed. So, I am now requesting all receipts that you have in fact received all of my application information. I am again attaching XXXX for XX/XX/XXXX year, 4 most recent paystubs, hardship letter and hardship application. I am also aware that because there is no foreclosure sale scheduled as of the date the servicer receives a complete loss mitigation application, ( XX/XX/XXXX Tuesday ) the application is considered received more than 90 days before a foreclosure sale. I am using a friends email since mine doesn't seem to be working if no one is receiving my information for the last 8 weeks every week. '' This is what I sent them and haven't received a call email anything. I am told most lenders don't want to lose their buyers so why am I fighting this still!

Company response to consumer: Closed with explanation