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Complaint Details
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Initial Complaint
10/27/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a home and ended up on forebarance due to loss of employment. I called in September to end forebarence and was set up for a deferrment and forebarence would continue another 3 motnhs or until deferrment was approved. I was told on follow up call it was in progress. I was told on next call it was never worked due to being ordered/coded incorrebtly and was assured by a manager after escalating that it was now coded correctly and would be ordered. I called in october and was told it wasnt a deferrment because usda didnt approve deferrment and it was actually a modification and was in progress and tbat i couldnt make a payment until it was approved. I called again last week to be told it was in progress but there were no notes. I called again today and was told it was closed due to again being ordered wrong and was reordered, again ETA 45 days. I was also told It was not in forebearance and no longer in loss mit and that im subject to foreclosure after 90 days but that again i cannot make a payment until it's approved for loan modification which im being told now is part of a partial claim. I am now being told ETA is 7 days and that i should have an answer by 10/29 but its 10/27 currently. I asked to be transferred to a manager and am being told one isnt available and might call me back today. I am being told both that i need to make payments and also that I cant make payments and my home is at stake.Business response
11/08/2021
Our servicing department has spoken with **************** and is working with our third-party servicer, Cenlar, to get the issued resolved for her. They are to provide their response to us and the customer this week. They are unable to contact **************** via a phone call as she rescinded her authorization for them to contact her by phone. The solution is to complete the process so the customer is able to resume her regular monthly payments, which is what she has requested. We have also completed an analysis of the loan and the events. along with recommended solutions. As we are able to make additional progress, we will notify **************** and update the status with BBB.Customer response
11/17/2021
I have spoken with my specialist at corporate and she advised servicing is denying my requests due to no options offered by usda. She said however that usda does have those options *** said shes sent countless documentation its allowable. Servicing was spoken with as well and advised i was actuslly denied because my paymebt and rate would be higher. Id prefer a higher payment or rate over losing my home. I am still getting different correspondances and my issue is not resolvedBusiness response
11/24/2021
We very much apologize for the issue that **************** is experiencing as it relates to her mortgage servicing with Cenlar, and we continue to be in communication with **************** as well as Cenlar. A relief packet was mailed to the borrower so she can complete that and return in the meantime. We will keep in touch with her while we await Cenlar's resolution.
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Customer Complaints Summary
13 total complaints in the last 3 years.
1 complaints closed in the last 12 months.