ComplaintsforColorado Housing and Finance Authority (CHFA)

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September of 2022 i started financial hardship and started falling behind on my mortgage payments and ultimately decided to apply for loss mitigation In January of 2023. Right after that I recieved a notice that my home was going into foreclosure. I did not hear anything back from loss mitigation for months and began to become scared to I pulled out my 401k and cured my loan through their attorneys. Right after I cured it at the end of March, I finally recieved a letter from loss mitigation approving my for a partial claim/loan modification combo. I guess loss mitigation didnt know that I cured my loan but I was still at the time going through financial hardship so I signed the paperwork and got it notarized on May 1st 2023 and sent back to CHFA the next day. I did not hear anything back from CHFA afterwards. I did not have access to pay my mortgage online anymore and so I would call in to make my payments everytime and no one knew how much I was supposed to pay so I was just making monthly payments of the last known amount which was $1,594.00 every month since. I got a call from someone at CHFA in August saying final documents were being mailed to me but I never received anything. I called to see what was going on and they had no record of any documentation being sent to me or that phone call that was made. Since August my statement said my amount due was $0.00 however I was still making monthly payments of $1594. December lost my job and because of my statements saying I owed $0.00 I was unable to apply for mortgage assistance with my local DHS office. Now I am selling my home and loss mitigation still has not finalized anything and is saying I have to pay my initial principal balance prior to the partial claim plus the partial claim which is wayyyy more than my initial loan ever was. Every time I have ever called no one knows what is going on with my account and they say they will call back with answers and I never get any call back. This is ridiculous

  Business response

  03/22/2024

  Thank you for the opportunity to respond to the concerns you submitted to the Better Business Bureau on March 5, 2024. We apologize for any frustrations you may have experienced. Out of respect for customer privacy, account details cannot be shared online. We are working diligently to prepare a letter addressing your concerns in detail, which will be mailed to the address on file as soon as possible. If you have any questions concerning this response or require additional assistance, please reach out to our *************************** at ************** Monday through Friday, from 8:00am to 5:00pm MT. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April 2023; I was submitted for Foreclosure after I submitted a payment of $2250.00- This was advised that it would be returned due to the foreclosure proceedings; so I got approved for *********** covered the past due as well as August and September. October my payment was $1370.00-November, $1370.00-December $1370.00 -November I made a payment of $2000.00; December I made a payment of $1150.00 leaving a past due balance of $960.00 January $1370.00 is due bringing my total due to $2350.00 with late fees. Yet I received a notice saying I owe $4900.00 because CHFA attempted to cash the check from April 2023 that was returned. This is not correct, Please update this I am trying very hard.

  Business response

  01/19/2024

  Dear ******, 
  
  Thank you for the opportunity to respond to your complaint submitted to the Better Business Bureau on January 4, ****. We appreciate the opportunity to address these concerns. Please note that out of respect for customer privacy, details regarding accounts are not shared on online. However, a letter addressing your concerns in detail has been mailed to the address on file. We apologize for the frustration you have experienced. If you have any questions concerning the response once the letter is received, please contact our *************************** at **************, Monday through Friday, from 8:00am to 5:00pm MT.   
  
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2022 we got a invoice telling us that are mortgage payment would be 800 so at that time we made payment on bills because we where going to pay less and a week later we got a new invoice saying that new amount we are need to pay was going to be the **** so we where a month late till in our payment after that and still making the mortgage payments and getting late fees each month. So in November we got little more behind because of the Holidays and when we talk to them in them in February of 2023 we where three month behind and was told to talk to loss mitigation to see what we could do to get caught up. We file a loss mitigation application and got the paper work from them where we where a approved for a partial claim deed of trust FHA case number ************* at the time it was for ******** we are at that time six months behind and we sign the paper work and had to get the paper work notarized which we did with our bank which is chase once that was done. Husband put it in the drop off box at the post office in the envelope they give use that had a tracking number. few week late we got letter telling us our house was in foreclose and that loss mitigation did not get the paper work and that the offer was no longer valid and that had to put in a new application and they got back to us in oct that we only where approved for a loan modification In April 2022 we got a invoice telling us that are mortgage payment would be 800 so at that time we made payment on bills because we where going to pay less and a week later we got a new invoice saying that new amount we are need to pay was going to be the **** so we where a month late till in our payment after that and still making the mortgage payments and getting late fees each month. So in November we got little more behind because of the Holidays and when we talk to them in them in February of 2023 we where three month behind and was told to talk to loss mitigation to see what we could do to get caught up. We file a loss mitigation application and got the paper work from them where we where a approved for a partial claim deed of trust FHA case number ************* at the time it was for ******** we are at that time six months behind and we sign the paper work and had to get the paper work notarized which we did with our bank which is chase once that was done. Husband put it in the drop off box at the post office in the envelope they give use that had a tracking number. few week late we got letter telling us our house was in foreclose and that loss mitigation did not get the paper work and that the offer was no longer valid and that had to put in a new application and they got back to us in oct that we only where approved for a loan modification In April 2022 we got a invoice telling us that are mortgage payment would be 800 so at that time we made payment on bills because we where going to pay less and a week later we got a new invoice saying that new amount we are need to pay was going to be the **** so we where a month late till in our payment after that and still making the mortgage payments and getting late fees each month. So in November we got little more behind because of the Holidays and when we talk to them in them in February of 2023 we where three month behind and was told to talk to loss mitigation to see what we could do to get caught up. We file a loss mitigation application and got the paper work from them where we where a approved for a partial claim deed of trust FHA case number ************* at the time it was for ******** we are at that time six months behind and we sign the paper work and had to get the paper work notarized which we did with our bank which is chase once that was done. Husbands put it in the drop off box at the post office in the envelope they give use that had a tracking number. few week late we got letter telling us our house was in foreclose and that loss mitigation did not get the paper work and that the offer was no longer valid and that had to put in a new application and they got back to us in oct that we only where approved for a loan modification In April 2022 we got a invoice telling us that are mortgage payment would be 800 so at that time we made payment on bills because we where going to pay less and a week later we got a new invoice saying that new amount we are need to pay was going to be the **** so we where a month late till in our payment after that and still making the mortgage payments and getting late fees each month. So in November we got little more behind because of the Holidays and when we talk to them in them in February of 2023 we where three month behind and was told to talk to loss mitigation to see what we could do to get caught up. We file a loss mitigation application and got the paper work from them where we where a approved for a partial claim deed of trust FHA case number ************* at the time it was for ******** we are at that time six months behind and we sign the paper work and had to get the paper work notarized which we did with our bank which is chase once that was done. Husband put it in the drop off box at the post office in the envelope they give use that had a tracking number. few week later we got letter telling us our house was in foreclose and that loss mitigation did not get the paper work and that the offer was no longer valid and that had to put in a new application and they got back to us in oct that we only where approved for a loan modification for a 40year loan with a 7% interest rates. we have the option to cure the loan for ***** for the ***** for the passed due and the lawyer fee is **** and the trust is 500. so that where we are they will not give another claim because ***** will not approve it.

  Business response

  12/28/2023

  Dear *****,
  
  Thank you for the opportunity to respond to your complaint submitted to the Better Business Bureau on December 14, 2023. We appreciate the opportunity to address the concerns described in your complaint. Out of respect for customer privacy, details regarding accounts are not shared online. However, a letter addressing your concerns has been mailed to your address. We apologize for the frustration you have experienced.If you have any questions concerning the response, please contact our *************************** at **************, Monday through Friday, from 8:00am to 5:00pm MT.   
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 2022 I was unable to make my mortgage payment due to being between jobs because of covid. After reaching out to CHAFA and filling out the covid relief paperwork I was informed that the payment for that month would be added to the end of my note and had nothing to worry about. Months go by and I start getting calls from their debt collectors saying I'm one month behind on my mortgage and that they have no paperwork or relief programs set up for me on file. Since then I have called, emailed, and resubmitted all my paperwork many times. They kept telling me that they aren't receiving it and that the files are blank. Everyone I have spoke with tells me that they are unable to help and that I need to email their support team, which never emails back.I need this corrected on my credit **** as I am selling my house and moving to ********, and currently unable to get approved for a property because ***** has reported to the ************* that I'm rolling 30 days late since last April 2022.

  Customer response

  12/09/2023

  Here are screenshots from the mortgage payment portal showing that I made every monthly payment other than april of 2022. 

  I am currently selling my house, and will have CHAFA payed in full once I do so. I need this removed and my credit fixed in order for me to get approved for a rental in ******** where I'm trying to move my wife and 4 kids. If my home sells before this happens we may be homeless. 

  Business response

  01/08/2024

  Dear *****,
  
  Thank you for the opportunity to respond to your complaint submitted to the Better Business Bureau on December 7, 2023, with additional supporting documentation submitted on December 19,2023. We appreciate the opportunity to address these concerns. Please note that out of respect for customer privacy, details regarding accounts are not shared online. However, a letter addressing your concerns in detail is being mailed to your address on file. We apologize for the frustration you have experienced. If you have any questions concerning the response, please contact our *************************** at **************, Monday through Friday, from 8:00am to 5:00pm MT. 
  

  Customer response

  01/08/2024

   
  Complaint: 20974186
  
  Although i am grateful for a response, I  am rejecting this response because: until I receive the paperwork via mail and know for sure that this matter is fixed, I don't want this account closed. 

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

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was not allowing to make a specific payment to my escrow account without making my monthly mortgage payment. I did not have the money to pay my mortgage payment, but I wanted to return my escrow amount money so that I could start an investigation into reducing my monthly amount. This company needs to be investigated for their billing policies and practices. I had asked for a policy online to review with a care agent ********* she told me she would have to open up an investigation and have a letter mailed to me why are these things not available online and why do I not get the option to make a separate payment online aside from my mortgage payment. A representative told me she could make a payment over the phone after I expressed, Im having ************* making a payment but I would be charged for doing, so why are you gonna charge somebody for having an issue making a payment online

  Business response

  11/13/2023

  Dear *******,
  
  Thank you for the opportunity to respond to your complaint submitted to the Better Business Bureau on November 2, 2023. We apologize for the frustration you have experienced, and we appreciate the opportunity to address your concerns. Out of respect for customer privacy, details regarding accounts are not shared online. However, a letter addressing your concerns has been mailed to your address. If you have any questions concerning the response, please contact our *************************** at **************, Monday through Friday, from 8:00am to 5:00pm MT.   

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a roofer who represents alot of clients that have CHFA. The process to send a mortgage check from insurance is a major hassle though you guys. No other banks require the amount of stuff you guys do and delays a major construction projects for many.

  Business response

  08/10/2023

  Thank you for sharing your feedback and we apologize for any frustration you may have been caused. We would like to connect with you directly so that we may learn more to help resolve your concerns. In order to look into this matter further and assist you, please submit your concern to CHFAs Lighthouse Tracking system and include the relevant property address either here ************************************************************************* or via email to ******************************************************************* appreciate the opportunity to help resolve these concerns.

  Customer response

  08/10/2023

   
  Complaint: 20433493
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I experienced multiple traumatic life events that were hardships directly related to the ******19 Pandemic. I was in the Covid-19 Mortgage Relief Program offered by the government through CHFA. The entire process and experience was an absolute fiasco, nightmare, and detriment to my mental and physical health- to say the very least. I spoke with over 40 CHFA employees throughout 2022, from each of which I always received a different story- a completely different answer every time I made contact with the company. Every single time I contacted them they never had the facts straight and I was always having to correct each and every new single employee that I made contact with, to this day is still mind boggles me why don't they assign one individual to each mortgage loan case file.Long story short, they encouraged me to also apply for the Emergency Mortgage Assistance Program offered through the state of Colorado. Otherwise, I had to choose a second step option for the covid-19 relief program, which CHFA offered me in the form of a loan modification.However, the terms of it increased my monthly mortgage payment by nearly $400 per month- even though loan mods typically are designed to help not hinder someone experiencing a hardship.I was told multiple times by various employees that if and when I got approved for E.M.A.P. that the loan mod would be reversed even if I had signed documents and the assistance from the state would be honored and accepted. Yet CHFA then refused.This is especially disheartening for me because I am currently in the process of claiming disability benefits, because in April of 2023 I was diagnosed legally blind and unable to work let alone drive my car. CHFA's negligence and blatant irresponsibility in regards to decision making about someone's very real livelihood, or what's left of it has now caused me much damage not only on a financial level, but also on a physical, mental, spiritual, and emotional level without question.

  Business response

  07/05/2023

  Dear ********,

  Thank you for the opportunity to respond to the concerns you submitted to the Better Business Bureau on June 11, 2023. We apologize for any frustrations you may have experienced. Out of respect for customer privacy,account details cannot be shared online. We are working diligently to prepare a letter addressing your concerns in detail,which will be mailed to you as soon as possible. If you have any questions concerning this response or require additional assistance, please reach out to our *************************** at **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. MT. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is not the first time this has happened and they charge me additional late fees and falsely reported me to the credit bureau. They received my mortgage payments on time, but do not post the funds to my account upon receiving the payments. They have waited past the 16th and then added late fees to my account because of their lack of competency! I do not feel this is ok nor is it the proper way to handle business especially when they mess with someone's credit as well! As an ********, we strive to have great perfect credit. Businesses like this need to be held accountable for their lack of competence.

  Business response

  06/08/2023

  Dear *******,
  

  Thank you for the opportunity to respond to the concerns you submitted to the Better Business Bureau on May 19, 2023. We apologize for any frustrations you may have experienced. Out of respect for customer privacy, account details cannot be shared online. A letter addressing your concerns in detail has been mailed directly to you. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. MT. 

  Customer response

  06/27/2023

  To whom it may concern,  I had not received anything from the BBB, until today only by me calling in to the call center. I would be most grateful if someone could please reopen my claim.  I dad however receive a packet of papers from CHFA with in regards to them claiming everything on there end is correct, however I would like to claim INDEFINITELY it is not. They are not posting my payments on time upon receipt.  They are waiting days/weeks before posting my payment that they had already received but never posted therfore charging me late fees due to there negligence. Please someone help me with reopening this claim.  Thank you so very much.  I can be reached at ************ if a phone is needed.. Thank you for your time, and assistance in this matter.

  Business response

  07/17/2023

  Dear *******, 
  
  Thank you for the opportunity to respond to the concerns you submitted to the Better Business Bureau on May 19, 2023, as well as the additional information you shared on July 10, 2023. We apologize for any frustrations you may have experienced. In addition to the letter CHFA sent in response to your May 19 complaint, a second letter from CHFA addressing the additional concerns raised on July 10 has been mailed directly to you. Out of respect for customer privacy, account details cannot be shared online. If you have any questions concerning this response or require additional assistance, please contact our *************************** at ************** Monday through Friday, from 9:00am to 5:00pm MT.
  
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT GET YOUR LOAN THROUGH THIS COMPANY NO MATTER WHAT!! CHFA is not a good company to do business with. I almost lost my home due to their "system error". I was in forbearance due to a "system error" that occurred for 4 months while vultures came to my door asking to buy my property. CHFA won't hold themselves or anyone working there accountable. They will basically railroad you to disaster and leave you hanging. A big problem is not being able to speak to someone that can go through your account with a 'fine comb' to identify the issue, everyone is a robot that you speak with and they will tell you the same thing over and over without ever actually giving valuable information. I had to contact the state of Colorado and also another agency got involved after CHFA said they didn't have any payments from me for 4 months. I got a CHFA Loan Rep to open another escalated case and they told me no payments were made. I presented them with the receipt of the checks being cashed by their company and magically the rep could see the payments in the system. When I asked the Rep about the other payments that were made, The rep wanted proof for those as well so I contacted the State of Colorado to get involved. After the state looked into it, I was told the checks were found and the payments were applied. Someone is either stealing from CHFA or they don't have anyone in charge, either way they have issues they don't want to fix to help their own.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I entered the loss mitigation process on November 22, 2022. On November 28th 2022, while undergoing financial hardship, I spoke with initials AWD who advised my credit would not be impacted while with the loss mitigation department and in the process to seek hardship assistance. This conversation took place prior to being 30+ days past due. Due to this information I submitted my information for review of assistance and allowed my account to fall past due 30+ days. When following up to confirm information had been received for application, I was advised my credit would be impacted and the information I was provided was incorrect. I immediately paid to bring account current once provided this information, in December 2022. Since then I have spoken with several managers in loss mitigation and customer service since December 2022. All who would advise me different information. I have requested the call to be reviewed to have late payment removed and it has not happened. When I request a supervisor I am constantly told one is not available they will need to call back, but no follow up call is made to me. My last conversation with a customer service manager stated a new complaint would be submitted and I would get a call back from the expedited escalation team within 3 business days. It has been 10 days as of today and no contact from them. I am needing help to get this resolved as I was provided mis information to take the route of applying for hardship assistance instead of focusing my efforts to bring account current prior to my account being impacted with a negative late payment credit reported. I need this late payment reporting to be removed due to the mis information I was provided. I have provided proof of sending my application to loss mitigation for CHFA via email ***** attempts November 22, 2022. And also submitted through the website portal provided. I am not accepting being told the agent will be coached for mis information but the credit cannot be fixed.

  Business response

  04/18/2023

  Thank you for the opportunity to respond to correspondence filed with the Better Business Bureau (BBB). To protect your privacy, a letter addressing your concerns with detailed information regarding your account has been mailed to you. We apologize for the experience youve encountered with this matter.
  
  While we believe that this will fully address the issues raised in your complaint, if you require further assistance in the meantime, please do not hesitate to contact our *************************** at **************.

   

  Kind regards, 

  *******************************

  Customer response

  04/27/2023

  I have not received the letter from CHFA stated that was sent.
  
  Respectfully,
   
  ***************************
  ************
  *************************
  

  
  

  Customer response

  05/04/2023

  Good afternoon,

   

  I have received CHFA **** Services letter, and they have corrected the mistake on my credit. 

  Thank you for your help and follow up on this matter.

   

  Respectfully,

   

  ***************************

  ************

  *************************

*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. ↩