Mortgage -- Trouble during payment process -- Complaint #4846363
Complaint Overview
Complaint ID: 4846363
Company: Midfirst Bank
Product: Mortgage
Sub-Product: FHA mortgage
Issue: Trouble during payment process
State: California
ZIP Code: 90037
Date Received: 2021-10-26T12:00:00-05:00
Date Sent to Company: 2021-10-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On or about XX/XX/XXXX I closed on my property with XXXX XXXX. On or about XX/XX/XXXX I became severely affected by the coronavirus and had to enter into a 3 month Covid-19 Mortgage Forbearance Agreement. I had extended for a third time in XXXX with XXXX XXXX that gave me federal protection under the CARES Act for the months of XXXX, XXXX and XXXX. Later in XXXX I receive a letter from XXXX XXXX dated XX/XX/XXXX giving Notice of Service Transfer. It confirmed the total balance of my mortgage and read my payments will resume XX/XX/XXXX ( the letter has typo of year XXXX ) please see attached. It also confirmed Midland Mortgage will be my mortgage servicer after XX/XX/XXXX and they will be expecting payment on XX/XX/XXXX. On or about XX/XX/XXXX I setup my account with Midland Mortgage online. Once in my online Midland Mortgage account portal I noticed that that they had my Forbearance ending XX/XX/XXXX and payment required XXXX XXXX. Immediately alarmed by the discrepancy I notified Midland Mortgage and informed them I was a transfer and that my Covid-19 Forbearance plan ended in XXXX of XXXX. The Midland Mortgage representative just refused to acknowledge the facts of the guaranteed federal protection time period I was granted with Movement Mortgage. I got no where with the first Midland Mortgage representative after forty-five minutes on the phone. So on XX/XX/XXXX I reached out to a Movement Mortgage loss mitigation named XXXX who confirmed that my Covid -19 Forbearance was in place from XXXX - XXXX and she acknowledged the typo for my payment start date. She further reminded me that my account was transferred to Midland Mortgage and they know the proper protocol for these matters and advised me to call them, my new mortgage servicer, Midland Mortgage, again. So after hanging up I called Midland Mortgage wasted forty-five minutes on the phone with they loss mitigation ( imposter ) who was " taking notes ''. Finally, he admitted he was not loss mitigation and he cant give me a number but can transfer me to loss mitigation. Finally, I spoke to loss mitigation rep XXXX ID XXXX who actually looked at information for another forty-five minutes and could not provide a answer for the wring dates. I asked how they knew I was on the CARES Act and what documents did they use to determine it ended in XXXX? No answer. I asked who put the information in the computer? No answer. It had to have been put there wrongly deliberately. She said she would research the documents I will have answers at a later date. I told her this impacts my life and family lively-hood and I will be reaching out to consumer advocates for help. I do not understand how Midland Mortgage cant explain how they wrongly got my Covid-19 federal protection ending in XXXX and refuse to fix it.
Frequently Asked Questions
What is Complaint #4846363 about?
Complaint #4846363 was filed against Midfirst Bank regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-10-26T12:00:00-05:00.
How did Midfirst Bank respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Midfirst Bank?
Yes, visit the Midfirst Bank company profile at readthecomplaint.com/company/midfirst-bank to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.