Consumer complaint received 2022-07-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: FB FINANCIAL CORPORATION
State: WI

Complaint narrative:
I was paying my payments according to contract and I was informed they claim of a hike in Texas and I can not afford to pay {$260.00} a month for 10 or 12 months and they refused my XXXX payment and sent it back to me. I am now struggling I contacted them in another agency called XXXX A government programwas taking too long and had sent Information to my mortgage company to try to pay the excess to be able to put me back on track so I could make arrangements to get everything cleared out and be able to continue paying my mortgage payments as directed. But the bank did not answer them so they could not pay the bill. My mortgage company already put me in a forbearance as of XX/XX/XXXX and do not want to let this of the company pay the bill and then they wan na put me in a modification program and destroy my credit. I am trying to figure a way to be able to get XXXX Benefits but once youre Just put in a forebearence they will not pay anything.. Now I am stuck and dont know what to do. Ive had XXXX family members pass away from the XXXX and XXXX. I am a single mom now because dad died and I am raising my XXXX-year-old daughter by myself. I need help with some type of program to be able to pay that extra money of the so-called increase from the claim taxes and it seems to be even more than the amount that theyre trying to help me pay out with a regular mortgage for 12 months. I cant afford it. They claim its tax raises. Im not sure what it is. But they said I was short on my account in my escrow and thats why theyre charging me the {$910.00} plus an additional {$250.00} each month for 12 months until that payment is Paid to my escrow account. While theyre doing this theyre ruining my credit and jeopardizing my home to be put into foreclosure. I have three months of four XXXX to telling me they started XX/XX/XXXX and after three months I got to come up with this money or else go into a modification program where they can change all the facts of my loan. Right now Im paying 5 % interest and XXXX {$4000.00} plus. They also gave me a Defair and said I could possibly do the deferred payment to the back of the loan. So far theyve been crooked about a lot of things. As a matter of fact when I first started with them somehow my escrow account disappeared a check was sent to me for {$8.00} which I put into my account thinking it was the amount that was specified for in my escrow account that was over {$4000.00}. Now I have no money to hire a lawyer to do anything and its too late. So they got away with it. I just dont wan na be taken advantage anymore Ive been a victim of government identity theft since XXXX to now by XXXX XXXX XXXX courthouse register of deeds by woman call XXXX XXXX hes only got five years in XXXX and never paid back a dime of any of the money she stole from me or the property she stole. I am still going through it and have to freeze all my credit. I have been living and paying out extra monies for everything and they shouldnt even have to. My house was paid in full and somehow buddy came forward and said that they had a loaner lien on my house for a loan. That was quite a while ago because I had paid XXXX grand down and another XXXX to XXXX went out of business. XXXX did not properly do the arrangements and send a deed to me and I went to court from XXXX to XXXX and was found not to have to pay any more monies out. Then a XXXX company took over after I counter sued XXXX XXXX and I had a XXXX being in the hospital I hired a lawyer from my sisters church a XXXX XXXX. He asked me how much I wouldve won this house if I had paid the full amount I said probably XXXX or {$10000.00}. He said OK I can work with that. He said he had a deal for me and he had me sign the paperwork. Theres three business days to cancel the contract I was home on the XXXX. I started looking at the paperwork it said that I had a loan for XXXX or {$69000.00} and a balloon clause at the end a loan for {$52000.00} plus the lawyer had asked for {$3200.00}. I was left in a real pickle because I signed the papers and because it was over three days and I had no legal lawyer left there was nothing I could do. So Im paying for a house a second time and Ive got nothing but grief and problems going on. I plead with you to try to figure away or send me to a company that can possibly help me. My daughter and I are suffering from the last three problems of not only all the deaths behind us of those who died of XXXX but we both got XXXX ourselves and we are having difficulty in our health. Please dont let me lose my home its all I have left they took everything else I work for. XXXX XXXX XXXX address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX WI XXXX. It is owner occupied I live at XXXX XXXX XXXX XXXX XXXX, XXXX, WI XXXX also I was not getting notification sent to my house they were going to an email which I couldnt get into to find out what was going on and why I was being charge extra charges. All of that cost me the issues of where Im at today. If I wouldve known I wouldve made some kind of arrangements with them for whatever was going on but I needed to see proof of what changed my mortgage payment and I was not provided that. When I tried to get into my account online it was blocked every time I would try to ask reset my password with the codes that they sent me they would say they were invalid. I finally got to a point where I talk to eight different people then nine and one help me get into my account by creating a whole new account in order to get the information I needed. And I tried talking to XXXX to try to get the help I needed and they told me they would help me but they were taking so long that I was unable to use their program because I was already put on a for XXXX. So it was actually thrown out of the system. So I am at a big loss with all this it couldve been paid off and I would not of been in the predicament that I am today. And they are claiming its over {$2000.00} on a 12 month payback. The taxes didnt go up that high so Im not sure what it was because they never showed me the actual billing even though I gave them even permission to go get a copy. But I was told if there was any billing on the extra dead XXXX would pay the amount for any utility showing or anything else that was outstanding. It was a special program because of the COVID-19 virus and we both had XXXX  and I have lost XXXX family members due to XXXX and I was not given any type of special treatment for what had happened. Seven deaths in the family and I am traumatized by it and so is my little XXXXyear-old daughter. She lost her daddy and I lost my husband. I lost my brother-in-law I lost my sister I lost my best friend I lost so many people.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation