Consumer complaint received 2025-12-28 00:00:00
Product: Mortgage — FHA 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: COLORADO HOUSING AND FINANCE AUTHORITY
State: CO

Complaint narrative:
I am filing this complaint because XXXX has repeatedly failed to follow required mortgageservicing and lossmitigation procedures. Their actions and inactions have directly contributed to the acceleration of foreclosure on my home, despite my ongoing attempts to communicate, submit documents, and resolve the situation.

Below is a concise summary of the issues that fall under CFPB oversight.

1. Failure to Acknowledge or Respond to LossMitigation Applications ( RESPA/Reg X ) XXXX did not acknowledge receipt of my lossmitigation application within the required 5 business days. 
They also failed to notify me of any missing documents or provide a written notice of incompleteness. 

I submitted multiple communications and documents between XXXX, and many went unanswered. 


2. Closing My File Without Proper Notice or Appeal Rights XXXX claims my lossmitigation file was closed on XX/XX/XXXX because the appeal period expired. 
However : I never received a denial letter I never received appeal instructions I was never given the required 30day appeal window I was never informed that my application was incomplete This is a direct violation of required lossmitigation procedures. 


3. Contradictory and Confusing Written Communications On XX/XX/XXXX, I received two letters dated XX/XX/XXXX and XX/XX/XXXX : One letter acknowledged my inquiry and said the Research Department would respond The other stated my loan had been referred to an attorney for foreclosure These letters contradict each other and caused significant confusion.

4. Failure to Maintain Accurate Records XXXX repeatedly claimed they could not locate my drivers license, even though I had provided it years earlier and again during the XXXX review. 

They also sent me modification documents with incorrect information, including my name, which prevented notarization and delayed the process.

5. Improper Documentation Demands XXXX repeatedly demanded my deceased husbands death certificate, even after I explained that I am not legally able to obtain it due to his remarriage.

They did not offer any alternative documentation options.

6. Failure to Provide a Single Point of Contact I was told a SPOC was assigned, but I never received consistent communication from any representative.

I received conflicting instructions from different departments, and no one seemed aware of prior communications.

7. Confusing and Contradictory Phone Calls ( XX/XX/XXXX ) Recent phone calls from XXXX have made the situation worse : Representatives referenced multiple loan numbers, even though I have only ever had one mortgage No one could explain why multiple accounts exist I was transferred repeatedly without answers I was told to complete steps that contradict previous instructions I was asked for documents I have already submitted These calls have added new confusion and delayed my ability to resolve the foreclosure.

8. Possible DualTracking Concerns While I was actively attempting to complete loss mitigation, XXXX sent a letter stating my loan had been referred to an attorney for foreclosure.

This occurred despite my ongoing communication and document submission.

Requested Resolution A fair and appropriate resolution would include : 1. Immediate postponement of all foreclosure activity 2. Immediate, thorough review of my complete lossmitigation application 3. Written clarification regarding the multiple loan numbers that XXXX representatives referenced 4. Assignment of a consistent, knowledgeable representative or team who will communicate with me in writing 5. Correction of my loan records, including my name and the status of my deceased husband 6. Written confirmation of what documents have been received and what ( if anything ) is still needed 7. Clarification of whether the previously stated modification approval is still valid 8. A fair opportunity to pursue a modification, repayment plan, or the ability to sell my home to avoid foreclosure I have acted in good faith at every step. I am simply asking for the servicer to follow required procedures and provide accurate, consistent communication so I can resolve this matter.

Company response to consumer: Closed with explanation