Consumer complaint received 2026-04-22 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Idaho Housing And Finance Association
State: TX

Complaint narrative:
XX/XX/XXXX : First contacted Home LoanServ after learning my employer ( XXXX ) was shutting down. Sought guidance on available assistance options. Was told they could not help me until I was at least 31 days past due on my mortgage. XX/XX/XXXX : Submitted complete loan retention packet with hardship letter. Requested Deed in Lieu of Foreclosure. ( as seen in the attached screenshots, I received the generated email response with each email I sent, but they still are saying they never got the emails. How do they send me a generated response if they didnt get the emails? ) XX/XX/XXXX : Called Home LoanServ. Was told packet was not on file. No prior notification that documents were missing. XX/XX/XXXX : Called Home LoanServ again. Resent documents via email. Was told they would call me back the following week. Did not receive a callback. XX/XX/XXXX : Called Home LoanServ. Was advised they received my packet on XX/XX/XXXX and would be in contact the following week. XX/XX/XXXX : Received email from Home LoanServ stating I must attempt a short sale before a Deed in Lieu can be considered. Attached short sale packet. XX/XX/XXXX : Received multiple letters all at once dated XX/XX/XXXX, XXXX, XXXX, and XXXX. Called Home LoanServ and informed them I had been reaching out since XX/XX/XXXX. Called back at XXXX XXXX after being told they would submit a callback request no callback received. Waited 20 minutes on hold before dead air disconnected the call. Sent email at XXXX XXXX. XX/XX/XXXX ( Saturday ) : First ever proactive callback from Home LoanServ from XXXX, short sale counselor. I called back within 10 minutes. Office was closed on Saturdays. Could not reach anyone. XX/XX/XXXX : Emailed Home LoanServ the completed short sale packet. Noted the Saturday callback situation. XX/XX/XXXX ( Monday ) : Called Home LoanServ at XXXX XXXX. Representative stated the queue had never been that high in four years. Attempted to transfer to short sale department held for 14 minutes, then dead air. Emailed XXXX requesting a scheduled callback. XX/XX/XXXX ( Wednesday ) : Called XXXX at XXXX XXXX. Finally reached her at XXXX XXXX. Completed short sale counseling. Was told : packet received and processing, no additional documents needed, check in once a week via email, FHA takes up to 45 days once complete packet is received, then an appraiser comes out. Short sale department operates via email only. XX/XX/XXXX : Home LoanServ requested updated XXXX pay stubs. Sent same day. XX/XX/XXXX : Property listed on market. Called Home LoanServ. Was told nothing else was needed and to check in next week. XX/XX/XXXX : Received email from Home LoanServ stating they never received the short sale packet despite being told twice in prior weeks that everything was received and processing. XX/XX/XXXX : Called Home LoanServ. Informed them I had been told twice that nothing was needed. Realtor resent short sale packet. Submitted callback request no callback received. First showing at XXXX PM. XX/XX/XXXX : Realtor emailed short sale packet to XXXX XXXX at XXXX AM. I called to notify them packet was resent. Was told it takes up to 5 days to review and to check in Tuesday if I had not heard back. XX/XX/XXXX : Called Home LoanServ. Waited 14 minutes on hold. Call disconnected. XX/XX/XXXX ( morning ) : Called Home LoanServ. Was initially told I needed another HUD counseling session, then told by the same rep in the same call a minute or 2 later it was not needed and was still valid for 90 days. I advised that right there is the issue I am having rep admitted they were sorry for the misinformation. XX/XX/XXXX ( XXXX XXXX ) : Received email from Home LoanServ listing documents needed, with a due date of XX/XX/XXXX. XX/XX/XXXX : Contacted realtor XXXX to confirm documents requested. She confirmed and agreed to send them. XX/XX/XXXX : Home LoanServ called and emailed stating they never received the documents. Realtor resent documents at approximately XXXX XXXX. I called Home LoanServ to confirm receipt waited 10 minutes, call disconnected. XXXX XXXX XXXX : Second showing. I sent inspection, appraisal, survey, and disclosure packet to realtor for her records. XX/XX/XXXX ( Friday ) : Received auto-dialer call from Home LoanServ. Pressed option to speak with a rep. Held for 30 minutes. Representative XXXX? informed me the short sale packet needed corrections : appliance line should say 'none, ' the XXXX needed today 's date, and the hardship letter needed today 's date. I noted these documents had been submitted 13 business days prior with no outreach notifying me of issues. No email or call was made to notify me. XX/XX/XXXX ( Wednesday, XXXX XXXX XXXX ) : Resent all three corrected documents to Home LoanServ 's designated email address. XX/XX/XXXX ( Friday, morning ) : Auto-dialer call. Pressed option for rep. Held 40 minutes. Rep confirmed she could only add notes and suggested I call back. Advised my documents were sent XX/XX/XXXX at XXXX XXXX XXXX. XX/XX/XXXX ( Friday, afternoon ) : Called Home LoanServ again. Held for 1 hour and 10 minutes. Rep from a different department assisting the short sale queue. She noted that no one had been setting follow-up reminders on my account she set one and placed me on the account manager 's callback list for the week of XX/XX/XXXX. XX/XX/XXXX ( today ) : Received call from XXXX XXXX. She informed me the short sale department is experiencing internal email system failures and can not search their email. She asked me to forward the XX/XX/XXXX email, confirmed receipt, and forwarded it to the short sale department. When I asked about obtaining my call history and account notes, I was told that was not possible. When I asked about a compliance or legal contact, I was told there was none. I was again told to wait and let the process continue. 1. Summary of Complaint I am filing this complaint against my mortgage servicer, Home LoanServ, for repeated failures to process my short sale application in a timely and competent manner, repeated loss of submitted documents due to their own internal system failures, failure to proactively communicate with me regarding missing documents or application status, and conduct that I believe violates RESPA servicing obligations. I first contacted Home LoanServ on XX/XX/XXXX after learning my employer was shutting down and I needed to explore my options. I was told they could not assist me until I was at least 31 days past due. Once I reached that threshold, I submitted my initial loss mitigation packet on XX/XX/XXXX and have been actively engaging with them ever since a period of over four months with no resolution and no meaningful proactive communication from the servicer. 2. Key Issues Issue A : Repeated Loss of Submitted Documents Home LoanServ has repeatedly failed to receive, locate, or acknowledge documents I submitted. This has occurred on multiple occasions across XXXX, XXXX, XXXX, and XX/XX/XXXX. On XX/XX/XXXX, a representative named XXXX XXXX explicitly told me that the short sale department is experiencing internal email system failures and can not search their email. This admission confirms that the repeated loss of my documents is due to their own internal technical failures, not any failure on my part. Issue B : Failure to Proactively Communicate In four-plus months of servicing this short sale application, Home LoanServ has called me proactively only once. Every other contact has been initiated by me. I have been calling them, waiting on hold for up to 70 minutes, and chasing down status on my own. RESPA requires servicers to acknowledge receipt of documents and maintain adequate communication. Home LoanServ has failed to meet this standard. Issue C : Document Expiration Loop Caused by Servicer Delays Because Home LoanServ repeatedly sits on submitted documents without review, required documents expire and must be resubmitted with updated dates, restarting the clock. On XX/XX/XXXX, I was informed that documents I submitted 13 business days prior needed to be resubmitted with today 's date documents that would not have expired had they been reviewed in a timely manner. Additionally, my HUD short sale counseling certification, obtained on XX/XX/XXXX, is now approaching its 90-day expiration due to servicer inaction, meaning I will be required to redo this counseling in early XX/XX/XXXX at no fault of my own. Issue D : Phone System Failures Preventing Contact On multiple occasions, I have been placed on hold for extended periods ( 14 minutes, 30 minutes, 40 minutes, 70 minutes ) only to be disconnected by dead air or a hung-up call. I believe these disconnections are related to the same internal system issues the representative acknowledged on XX/XX/XXXX. These failures have prevented me from communicating time-sensitive information about document submissions. Issue E : Misinformation and Failure to Inform Borrower of Legal Rights During a single phone call, I was first told that I needed to complete new HUD short sale counseling, and then told approximately two minutes later by the same representative that this was incorrect and my existing certification was still valid for 90 days. This is one example of a pattern of inconsistent and contradictory information I have received throughout this process, which has caused ongoing confusion about my obligations and the status of my file. Additionally, on XX/XX/XXXX, I explicitly asked the representative XXXX XXXX twice whether there was a compliance or legal department through which I could request my complete account notes and call history. She told me twice that this was not possible and that my only option was to ask a supervisor to review a specific call with me. This information is incorrect. Under RESPA, 12 U.S.C. 2605 ( e ), I have a federal right to request my complete account records via a Qualified Written Request. I believe Home LoanServs staff is either not trained on this borrower right or is actively discouraging borrowers from exercising it. I am submitting a Qualified Written Request separately and simultaneously with this complaint.

Company response to consumer: Closed with explanation