Consumer complaint received 2024-09-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: VIRGINIA HOUSING DEVELOPMENT AUTHORITY
State: VA

Complaint narrative:
My husband passed away suddenly and I became behind in our mortgage payments. I reached out to Virginia Housing Development Authority ( VHDA ) to find out my options and they suggested that I do a loan modification. I started the process in XXXX and was told that I would have my paperwork in XXXX. I waited the entire month of XXXX and when I never received the paperwork, I called VHDA on XX/XX/year>. I spoke to XXXX XXXX, who I was told was my account manager, and upon reviewing my account, stated that the paperwork was sent to the wrong address. XXXX XXXX told me that he was going to contact the law firm and have them send the paperwork to the correct address. He advised me that I should start making my new mortgage payments now so that my account didn't get behind. He gave me the new payment amount and I made my first payment that same day. When I finally received the loan modification paperwork on XX/XX/year>, it was incorrect and I had to contact XXXX XXXX with XXXX XXXX XXXX XXXX ( the law firm for VHDA ) and she said that she would make the corrections and send out the paperwork again. I continued to make my new payments every month while I waited for the paperwork to be completed. I finally received the corrected loan modification agreement at the end of XXXX and I immediately signed it and sent it back because I had previously received a Ietter from VHDA stating that they were cancelling my loan modification because I had not sent in the paperwork ( that I had not yet received ). 
I checked my account online on XX/XX/year> so that I could make my payment and I noticed that my account was still not updated with the correct information. I waited a few days and then I called VHDA on XX/XX/year> at XXXX and spoke with XXXX . She informed me that VHDA had received my paperwork and was working to update my account and that I should wait until XX/XX/year> and then try to access my account again. She informed me that there was a 3 month trial period and that I had successfully passed because I had continued to make my payments via phone. 
On XX/XX/year>, my account was still not updated and I again made my payment by phone. I called and left several messages for XXXX XXXX ( my account manager ), but I never received any return calls from him. On XX/XX/year> at XXXX, I called VHDA and again spoke with XXXX . She informed me that she spoke with someone in the loan modification department and was told that my account would be updated by Monday XX/XX/year>. I checked my account on Monday and it was still incorrect. It showed that I was passed due on my payment for XXXX, but I made a payment on XX/XX/year> at XXXX. 
I called VHDA on XX/XX/year> at XXXXXXXX XXXX  and spoke to XXXX again. She told me that according to her information, the information was correct because I was missing the payment for XX/XX/year>. I asked to speak a manager on my account because I did make my XXXX payment and could provide proof if needed and she forwarded me to XXXX XXXX. I left him yet another message, but this time he called me back. XXXX XXXX informed me that my loan modification started in XXXX and that I was supposed to have started making the modified payments in XXXX. I reminded him that I spoke to him in XX/XX/year> at XXXX because I had not received any loan documents yet and that that was when he first gave me the information regarding my new payment amount and told me to make my first payment in that month so that my account wouldnt get behind while I was waiting to receive my paperwork. He told me that amount that was due ( {$1600.00} ) and I made my first payment that day. I have paid the same amount for XXXX and XXXX as well. 
When I spoke to XXXX XXXX on XX/XX/year> at XXXX, he informed me that I should have started making my payments in XXXX and that my account is behind. He also said that he would run another audit of my account and speak to him managers to make sure everything was correct and that he would contact me either Friday XX/XX/year> or Monday XX/XX/year>. I called XXXX XXXX 's supervisor, XXXX XXXX, and left her several messages, but she never bothered calling me back. VHDA is now reporting to the credit bureaus that I am more than 30 days behind in my payments because of the XXXX payment. The way my account was handled from the very beginning was unprofessional and riddled with errors on the part of VHDA. 
This whole situation has me very upset because now, due to no fault of my own, my account is again behind. The whole point of the loan modification was to get me back on track with my payments after the death of my husband.

Company response to consumer: Closed with explanation