ComplaintsforIdaho Housing And Finance Association

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last fall, I called to set up automatic payments. I was told yes they would start doing so. Since the funds going into that account were for my house payment, I didnt look at said acct. Big mistake! Come May, I was blindsided w/ some random processor person dropping off papers at my house. The kicker.they didnt ask if the person they left the papers w/ was the homeowner, lived there or anything. Just handed them over. Said person, was NOT a resident of my household nor on my mortgage! I have been trying to get a hold of them, and no one will answer their phone or return a call promptly. If by chance they would call, I was not able to answer them because of my job. With my job, I go to work before they open & get off work after they close (time zone change). I emailed countless times, expressing that.their response we need to speak with you. I took a few days off work to try to resolve this matter, which came up empty handed. No answering of the phone, voicemails left. If & when they would call ******* would be days later, if not a full week. Prompting yet another processor to come to my door. This time, handing papers to me, since it was on a Sat morning. This person would not divolge his name or who he worked for, was just rude in the manner of saying he works for a processing ****************************** all I needed to know to getting in to his car, speeding down a residential in a loud exhaust sports like car. I do not understand how a business, such as a mortgage/financial institution cannot be more out of touch with their clients. I am now facing foreclosure on my home when this should have never been an issue. The stress of this whole situation has taken a toll on me mentally to the point where I am getting stuck in a fight/flight mode of uncertainty. Am I going to come home to a sign in my yard? Are my doors going to be locked due to a lockbox? I have kids at home, I am our sole provider for our family. Does anyone have any insight on what I can do?

  Business response

  09/23/2024

  We're sorry for your frustration. We have attempted to contact you multiple times. Though we cannot discuss the specifics of your situation in a public forum, please know that there are options available that could help remedy your situation. A member of our team will attempt to reach you today, Sept. 23, 2024.  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see pictures for problem information. I am writing to formally document the claim I have made to Home Loan Serv (HOL) since Tuesday, August 13, 2024, regarding a charge of $1,471.64 for an ****************** policy that was applied to my home without my consent. Last year, *** made two payments in my name to different insurance companies: one to American Strategic for $1,005 on May 11, 2023, and another to ******** for $1,471.64 on July 24, 2023. However, in August 2023, I received a letter from HOL informing me that the Allstate policy could not be applied because it was below the value of my home.Upon receiving this letter, I emailed Mrs. ******* S to notify her of the correspondence and to confirm that the American Strategic policy was still active (these communications are documented in our emails). Subsequently, I exchanged several emails with ******* S and **** T, where I explicitly instructed them NOT to apply the Allstate policy or make any payment to that company. I am extremely upset and dissatisfied with the service HOL has provided. It is clear that HOL is not taking responsibility for the administrative error of issuing two payments to different insurance companies and is now attempting to shift the responsibility onto ******** or me, the customer.I expect HOL to take full responsibility for this error and to resolve this matter promptly. SEE PICTURES FOR FULL CASE INFORMATION

  Business response

  09/23/2024

  We're sorry that you've had a frustrating experience. We hope that your conversations with our housing counseling team helped alleviate some of your concerns. Unfortunately, your request for us to refrain from paying ******** came after payment had been made. Our attempt to cancel the payment was denied. As we've previously indicated, if ******** is not responsive to your requests you may want to consider contacting the ***************************** for help with a resolution.

  Customer response

  09/24/2024

   
  Complaint: 22240001
  
  I am rejecting this response because:

  After I received the letter from Home Loan Serv (August 2023) informing me that they could not apply the AllState policy, I maintained communication via email with ******* and **** T requesting that they not make any payments to AllState, but neither of them informed me that in the month of July (07/24/2023) they had made a payment. I found out about this by chance this past August 2024, when I called by phone. They never told me that they had made two payments to two insurers, nor did they tell me that they tried to reverse the payment. For this reason, I did not take any action, because I did not know that they had made a payment and according to what was stated in their letter, they had not activated the AllState policy because it was below the value of my house. Did not their staff verify that in the month of May they had made the payment to American Strategic, to renew that policy? That is, they issue unverified payments and then simply expect us, the customers, to take care of their administrative mess. Attached are copies of the emails with ****** and **** T, showing that they did not inform me that they had made a payment.

  Sincerely,
  
  ******** Amado ******

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived in ***********, ************ before moving to *****. When I sold my home there, the mortgage company offered me an assumption loan agreement in which the buyers would assume my loan and I would be taken off everything. Under the assumption agreement, I would not be liable for anything to do with the mortgage from then on. All paperwork was completed and I moved to *****. Recently, we were hit with a series of storms and my home that I was renting here was destroyed. I looked into getting a loan to build a house and I found out that the old mortgage company was still reporting the assumption loan under my name for the last nine months, even though I was supposed to have been taken off of it. When I confronted them, it became a huge back and forth between me, the mortgage company, and all of the credit bureaus. The mortgage company says that all I have to do is have the credit bureau call them and they will attest that I am not a part of the loan anymore, yet when the credit bureau calls, the mortgage company then says that I AM still on the loan. I have filed two separate disputes with the credit bureaus. When I call the mortgage company, I get answers ranging from I dont know how assumption loans work to everything on our end is done, you have to work with the credit bureaus to fix it. I cannot get another home loan because no mortgage company will work with me while Im still on the old one (even though Im not supposed to be, at all, whatsoever) so I am in a horrible position of not able to get anything resolved and my family has no roof over their head. I have done everything I can, Ive spoken to management and provided all the documentation Ive been asked for, and cannot get the mortgage company to stop reporting me on that loan.

  Business response

  06/07/2024

  We are very sorry to have caused you frustration. This is not the level of service we want to provide. We have taken steps that should be sufficient to fix the credit reporting errors. Please don't hesitate to contact our customer support team at ************************ or ************ if you have any further questions or concerns. Thank you.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my payment on time on the weekend and it didn't process until that Monday and my credit was immediately dinged as a late payment and outstanding balance. Idaho housing is such a terrible organization they do nothing to help the community their attitudes are terrible when I call. how do they have an A+ rating that is wrong.

  Business response

  02/13/2024

  We appreciate this customer's concerns, but to protect his privacy, we cannot discuss the specifics of his situation in a public forum. As a reminder: Payments are due on the first day of every month. There is, however, a grace ******* If a customer makes a payment by 6 p.m. mountain time on the 16th of the month, no late fee is assessed. If a monthly payment is not made by 6 p.m. mountain time on the last business day of the month it will be reported to the credit bureaus. 
  
  As a courtesy, in this customer's case we have applied a one-time waiver of the late fee and credit reporting. We hope he is able take advantage of the online tools for monitoring his loan and for making his monthly payment at ************.com. If he needs further support, we urge him to contact our customer support team at ************************************.
  

  Customer response

  02/21/2024

  I check my emails daily and have not received any notification of a response from the company. Something  is wrong with your systems. I have received two of these notifications today but none of the alleged previous correspondences. 

  Customer response

  02/29/2024

  *** response, they do not bother to actually figure out what is going on with their customers. I have called several times and had to approach the BBB for a resolution. I expect a change in cadence from whose sole purpose is to serve the Idaho community,,, not s**** it.

• Initial Complaint

  11/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was trying to apply for rental assistance and energy assistance . i am disabled and low income individual and struggle with bills every single month. without help i would not make it. I've tried to apply with Idaho housing and finance and my application process was blocked stating no appeal was allowed, my case number ******. I called IHFA and spoke with employees who indicated they were busy with others and would give me a call back which never happened. It is not just IHFA who I feel has discriminated against me but several organizations have as well including Idaho Power, **************************** and ******** police departments, and credit unions in ********* Idaho area. I am hoping an attorney and/or department of justice can help me since I feel hopeless. It is extremely depressing when you feel like your voice and existence means nothing.

  Business response

  12/18/2023

  We're sorry that you had a negative experience with Idaho Emergency Rental Assistance Program. We contacted you on at least three occasions seeking additional documentation from you and/or your landlord. Unfortunately, after exhausting all of its funds, the program is permanently closed and is no longer processing any applications. While they do not provide financial assistance, Idaho Housings rental counselors may be able to help determine the best way to address your current housing concerns. You can get started here: *****************************************************************.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They add late charge fees and that were rolling through payments. They have mad e fraudulent charges to account to force me into a technical deficiency with my account. They filed a credit reporting on my and my children's credit in the month we were late. Causing a 100 plus point drop on our scores. We we late for October but had paid all through October to get Oct 2023 taken care of . Over three different calls with agents they were unable to tell me the correct final amount. Threes days ago I call and asked how much was owed to catch up and be clear. I was told ******. I paid that amount on 10/31/23 and they came up with me still owing another ****** dollars. I was transferred to someone named ************** Who went over the our mortgage line by line since April 2023. He stumbled across the accident late charge for July. We were not late until October. He said he would take that off. I could not submit another payment to the website because they only allow 1 per day. I made a ach payment. Which should have been free. But was charges 10 for. Then at I tried to log into my account 2 hours later and have not been able to get into the account. There are reviews where other people have said their issues were not resolved and that adding illegal charges is standard norm to push ppl into technical default. They have sent no coupon book or any statements except late charge. They say they only charge one but my papers show they are charged twice. My adult daughter who is on the mortgage is an active duty military. This is illegal.

  Business response

  12/18/2023

  We appreciate this customer's concerns, but to protect our customer's privacy, we cannot discuss the specifics of this situation in a public forum. Please know that customers receive a 15-day grace ****** before late charges are assessed.  Late charges  continue to roll over each month, but do not accrue interest. 

• Initial Complaint

  07/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a formal complaint against ****************** for their violation of the Fair Credit Reporting Act (****) through the reporting of a late payment to the credit bureaus in the month of June. Additionally, I would like to raise the issue of ******************'s refusal to provide forbearance assistance despite my eligibility under the CARES Act due to my active military status and financial hardship with a VA loan. I possess documented evidence, including email correspondence, which clearly demonstrates their acknowledgment of system errors leading to the late payment and their denial of forbearance assistance.As an active military member facing financial hardship, I requested a forbearance plan under the CARES Act from ******************. However, I was astounded when they informed me that they do not work with forbearance, denying me the relief I am *********** under federal law. This refusal to provide forbearance assistance is not only a violation of the CARES Act but also places an undue burden on my financial situation, exacerbating the challenges I am already facing.Furthermore, in the month of ***** ****************** reported a late payment to the credit bureaus, adversely affecting my credit score and overall creditworthiness. However, I possess documented evidence, in the form of email correspondence, showing that the late payment was a result of system errors on their websites. After bringing this matter to their attention, ****************** acknowledged their mistake and corrected the late payment by updating the credit bureaus accordingly.It is deeply disconcerting that ****************** has not only violated the **** by reporting an inaccurate late payment but also disregarded my rights under the CARES Act. Their actions have placed an unnecessary burden on my financial well-being and hindered my ability to maintain good credit and secure future financial opportunities.I kindly request the Better Business Bureau (BBB) to conduct a thorough investigation into this matter and take appropriate action against ******************. Specifically, I request that the BBB address the following concerns:1. The violation of the **** by inaccurately reporting a late payment, leading to negative consequences for my credit score and creditworthiness.2. The refusal to provide forbearance assistance under the CARES Act, despite my eligibility as an active military member experiencing financial hardship with a VA loan.Enclosed with this letter, you will find the following documents for your review:1. Copies of email correspondence between myself and ******************, demonstrating their acknowledgement of the system errors and subsequent correction of the late payment.2. Any additional relevant documentation or evidence supporting my claim.I kindly request acknowledgement of receipt of this complaint and regular updates on the progress of your investigation. Should you require any further information or documentation, please do not hesitate to contact me at the phone number or email address provided above.Thank you for your attention to this matter. I trust that the BBB will thoroughly examine these concerns and take the necessary steps to rectify the damage caused by ******************'s actions and non-compliance with federal regulations.Yours sincerely,*******

  Business response

  08/28/2023

  I am sorry to hear that Mr. ******  experience with **************************** did not meet his expectations.  To protect our customers privacy, we cannot discuss the specifics of this situation in a public forum, but strive for customer satisfaction and hope this reply addresses his concerns.

   

  We have been actively working with ************** to address his credit and forbearance concerns and believe the issues have been resolved.  Our customer support and ********************** counseling team is committed to continuing to work with ************** to resolve any further concerns that *** arise.  We urge him to contact ************************************ or ************ if he needs any further assistance.

   

  Thank you

• Initial Complaint

  02/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have experience multiple consumer law violations by each credit reporting agency as well Idaho ********************************************* regarding a mortgage on my old home in *****.I've attached the letters to this email that I have sent to the credit bureaus as well as the company itself and the Idaho State attorney generals, as the **** was not helpful in this case. I've included only the copy I sent to Experian, but the same info was sent to all credit bureaus and the company itself.Idaho ********************************************* has failed to uphold its obligation under 15 USC 6801(a), provided any of the signed disclosures I'm entitled under 15 USC ****, and In violations of 15 USC 1681(b) under permissible purpose in reporting transaction history to unaffiliated 3rd parties without my expressed written consent. Exclusions under 15 USC 1681(2)(a)(i) make that illegal.Please let me know what additional info I can provide and who else I may need to follow up with to see that this gets resolved.

  Business response

  02/14/2023

  We appreciate this customer's concerns, but to protect our customer's privacy, we cannot discuss the specifics of this situation in a public forum. We can say that credit reporting for his loan is accurate.

  Customer response

  02/14/2023

   
  Complaint: 19391963
  
  I am rejecting this response because: Idaho Housing is misleading when they say their intent is to protect my privacy I am granting my full consent for them to share any and all information as it pertains to the request I have sent. The company also apparently is considerably misinformed about the difference between credit reporting/factors of FICO & and a CONSUMER REPORT as defined in 15 USC 1681a(d)(1). Exclusions under this same title include reporting of transaction history to non-affiliated 3rd parties which is also defined under 15 usc 6809(5) as meaning any entity that is not an affiliate of, or related by common ownership or affiliated by corporate control with, the financial institution, but does not include a joint employee of such institution. Sharing of such information without the expressed written consent of the consumer would be legally considered a consumer report, which may effect the factors of FICO, but is independent of the factors if FICO. They decline to elaborate publicly because they are in direct violation of the above consumer laws and continue to fail to provide any proof of disclosures given to me and signed by me the I was entitled to prior to the transaction which fall under 15 USC ****a and 15 USC ****b(1)(A),(B), & (C). I have filed complaints with the **** FRS, and Idaho State Attorney General as of 2/12/23 as well. Please do not allow the company to deflect and dance around actually proving legal proof by constistently and intentionally confusing credit reporting with consumer reports. This is not a dispute of accuracy, it is a matter of straight up consumer law violations, and I will take it as far I need to. 
  
  Sincerely,
  
  ***********************

  Business response

  03/08/2023

  After researching, we found credit reporting for this customer's loan is accurate. We have been in contact with this customer multiple times, including a response to his complaint and other documentation that was submitted to the *************************************

  Customer response

  03/10/2023

   
  Complaint: 19391963
  
  I am rejecting this response because the company is merely using general disclosure terms to ignore the specific disclosures that I have said were missing. This is not finished.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I asked Idaho Housing and Finance for a payoff amount to show to my credit union as required for my application for an equity loan. I recently lost my husband, and although I had taken out a life insurance policy for him, it was unfortunately not going to be in full effect until his birthday, April 22, 2023. He passed on January 1, 2023. Much to my surprise, according to the the credit union, I was turned down because of my alledged "debt ratio." I was very surprised to hear this. The loan officer with the bank (****** ************* told me that I had a $5,573.00 amount that Idaho Housing and Finance said that I owned...which was above the amount of my payoff for my mortgage. I contacted Idaho Housing and Finance, on Friday, January 6 at 12:04pm, and was told by ***** (who stated that she was not obligated to give me her last name) that this amount was part of my mortgage payment obligation and that this amount was "separated" out from my mortgage payment and treated as a separate loan. This is an FHA loan; I have one housenote - not an 80/20 housenote, and ***** said that this would always "show up on my credit report" until the home loan is paid off. This is a 30 year mortgage, so this $5,573 would always have an impact on my debt ratio. Most importantly, I have never been late on my mortgage payment, and this alledged loan amount of $5,573 has never shown up on my credit report before! ***** (who said she was not obligated to give her last name) said that "because this is a debt," that she was obligated to "report this amount separately from my mortgage account," that this loan of $5,573 would never go away because it can not be separately paid off.....until my mortgage is paid off!! My credit score is sufficient for me to obtain an equity loan, according to the representative from ****************. It is the way that this company decided to send in this $5,573 to the credit bureaus, and the "way" they separated out this payment that is hurting me!!

  Business response

  01/09/2023

  We appreciate this customer's concerns, but to protect our customer's privacy, we will not discuss the specifics of this situation in a public forum. Our customer support team will be in contact with her to explain the specifics of her loan and provide additional documentation. If she would like additional help, please contact ************************ or ************.

  Customer response

  01/10/2023

   
  Complaint: 18698104
  
  I am rejecting this response because I believe that this business knowingly failed to accurately disclose and report the status of my regular house payments to them - especially my payoff amount, and by misrepresenting my payments, they are affecting my ability to secure loans, I.e., an equity loan with other financial institutions. Their reporting of my mortgage loan to credit unions is misleading and inaccurate, and they refused to set the record straight when I telephoned them. This loan is an FHA backed loan that originated with Loan Depot.  However, my problems began with this company when my mortgage was purchased by them to service my loan payments. 
  

  I believe that their reporting practices to credit bureaus in general is not a confidential matter and that they should be prepared to explain anytime it is questioned by a consumer. This is not what I received, and please note that I know nothing about this business - except they are who I make my monthly house payments to.

   

  
  
  Sincerely,
  
  *****************************

  Business response

  03/08/2023

  Our customer support team has worked with this customer on multiple occasions and will continue to do so as she deems necessary. We have sent her relevant and accurate loan documents, which she signed, that outline the details of her loan and that address the specifics of her complaint. 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I initially requested the Covid-19 forbearance plan on August 18, 2020. I contacted ************ (Idaho Housing And Finance Association) on February 25, 2021 and requested to be removed from the forbearance plan, and resume making her monthly payments. It took multiple calls to try to get my request processed which was not until April 2021 that i finally got someone to process the request. I started making my regular payments starting May 2021. Fast forward to January 2022, I got letters which i initially thought was fraudulent since I already had the forbearance deferral processed on the call. I do not understand why it would take 8 months to process a deferral request. They also cancelled my insurance and took my autopayment capabilities away. In addition, I started getting intimidating letters that are threatening foreclosure. Additionally, I am being charged late fees and my delinquent payments have been reported on my credit. My loan was current at the time I was approved for forbearance, and I have resumed making payments for over a year so I am not supposed to be charged late fees per the CARES Act on the deferred balance. When I noticed a late fee and other random fee on my July statement and called on August 15th to inquire why that is the case. I was told that the fees was as a result of the not signing the letter which i responded that i do not see the reason why i needed to sign a letter since this was not a loan modification and I am not comfortable signing any document outside of my original loan documents. After numerous back and forth and threatening to foreclose on my property, the lady on the call said the forbearance will be reinstated, the issue will be corrected and late fees taken off the account. It was also my understanding that the CARES ACT forbearance plan does not require additional documents signed. I reluctantly sent the signed letter on August 23rd which they received and now they are claiming that the letter expired

  Business response

  09/27/2022

  To protect our customer's privacy, we cannot discuss the specifics of this situation in a public forum. However, our customer support team has been working with her since July 1, 2021 to resolve her concerns. If she would like additional help, we encourage ************ to contact our HUD-certified loan counselors to discuss her loan and her options at **************.

  Customer response

  09/27/2022

   
  Complaint: 18022316
  
  I am rejecting this response because:

  First and foremost, you have not been working with me since July 1st (Again just shows how you lie). As a matter of fact, I reached out to you August 5th after you started adding ridiculous fees to my account and you have been nothing but unhelpful, unprofessional and to add on top of it, you are very unethical.  I have attached all the correspondence in the attached which shows how you have not been cooperating. Now I intend to take the company down the ringer and expose all your predatory ways. I can handle situations like these because I work in regulatory compliance, and I just feel sorry for other folks that feel helpless after dealing with these folks. This is why people get screwed up financially because companies like your do nothing but take advantage of people. You are hiding under a government housing agency/association so you don't have the type of regulatory scrutiny that other financial institutions have to abide by and you feel you can do whatever you want.  You picked the wrong person to mess with. My goal is to expose this company and I will not stop until you go through an investigation for unlawful practices. If you are having difficulty with this company, make sure you report them to all regulatory agencies out there and do a company search on the internet. 

  
  You are still reporting my account incorrectly to the credit bureaus since the fact was that deferred amount should not be reflected as delinquent per the CARES ACT and you have decided to add additional incorrect information as a form of retaliation. Go and explain why you refused to reflect payments that I made from October 2021 correctly which you added to my credit files on 9/25/2022 (and that immediately proved you were retaliating because I am calling out your unethical ways). You are reflecting incorrect amount in addition to not reporting payments in some months. You are also not adding my excess payments to the principal rather you are putting in a suspense account which is completely illegal. You have certainly opened a can of worms. ******** getting out of it.
  
  Sincerely,
  
  ***** **

  Business response

  10/19/2022

  We appreciate your concerns, but it's important to understand that we cannot discuss your situation in a public forum. We can, however, assure you that ************ adheres to strict, ethical business practices. Our customer support team has worked with you on multiple occasions and has resolved your concerns.

  Customer response

  10/24/2022

   
  Complaint: 18022316
  
  I am rejecting this response because: Issue has not been fully resolved. Still reporting inaccuracies on my credit report even though they claim that would be corrected once the forbearance plan is processed and we are now a month past that and the inaccuracies on the credit report are still being reported. They have refused to update with September info. This company lies all around. 
  
  Sincerely,
  
  ***** Aj

  Business response

  10/28/2022

  Again, to protect this customer's privacy, we cannot discuss details of the situation in a public forum. To be clear, there are no inaccuracies in our reporting. As a courtesy, we will request a one-time adjustment to her September credit report. It could take up to 90 days for this change to be reflected on credit reports.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩