Consumer complaint received 2025-05-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: TRUHOME SOLUTIONS, LLC
State: TX

Complaint narrative:
Beginning in XX/XX/2024, I attempted to send in a {$15000.00} cashiers check to the only address that TruHome solutions is willing to to provide. This check would have paid all back taxes, future taxes, and current delinquent payments, including late fees. I sent this check via XXXX XXXX, and it was immediately rejected back to sender. I called and asked for a better address when I saw it was returning, they refused to give one. I then sent the check again via USPS priority mail, and I have the screenshot showing it was delivered, as well as all receipts and tracking numbers from these mailings. Truhome never applied this {$15000.00} payment to my account which I have tracking and delivery notice on, and XXXX XXXX later I issued a stop pay on the check. I have these originals with the dates on them, as well as printouts of NUMEROUS emails I sent them attempting to communicate about the status of my payment being applied. None of those messages received a reply, and the payment was not applied. I repeatedly requested that they unlock my ability to make online payments, an ability they afford every other customer, due to the fact that they were not monitoring their POBox, and they refused. I asked them for the necessary information for my bank to wire them the funds, they refused, I even went so far as to request they send a person to meet me at my house and I would drive them to the bank and hand them the check, they never responded to that one. 

Tru home has taken away every possible path any reasonable consumer would have for making a mortgage payment, and then some, and then thrown my account into foreclosure, kicking my family onto the streets only because they have actively refused to accept payment in any form. 

I have these shipping receipts and tracking numbers, I have the original XXXX XXXX envelop with the return to sender sticker on it, I have the long string of emails I sent them attempting to find a solution, begging for an ability to hand them money and fix this problem... all of which were ignored. Now my family is going to be kicked to the streets in less than XXXX XXXX, because they have refused to accept payment, and I don't know what to do. 

I also have a recording of a representative of truhome coming to my door approximately XXXX XXXX ago, in plain clothes, with no ID, no business card, no shirt with a logo, or car with a logo. 
Just a plain clothes man accosting my XXXX XXXX XXXX at the house threatening her that she needs to contact truhome immediately, but when she tried, they number 1 : said they had no idea who this guy was and why he was there, and number 2 : refused to talk to her. But he knew to say tru home by name, so they clearly did know who he was. 

This company had actively refused to accept payment via multiple attempted methods, they have ignored my requests to reactivate the only method known to actually work, then sent a threatening person who refused to identify himself to accost my XXXX XXXX XXXX at home, then scheduling my house for auction, without ever giving me a method to make a payment that actually works. ( I will not continue sending large checks to a POBox that they have a proven history of not monitoring/refusing shipment/losing shipment. ) I am looking into legal recourse, but I need someone to help put a stop to the auction actions they have taken and force them into arbitration talks or something

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation