Product: Mortgage

XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX Loss Mitigation Department XXXX Mortgage XXXX XXXX XXXX Ewing, NJ XXXX To Whom It XXXX Concern : I have now received a Denial Letter from my request for a partial claim as I am unable to pay my past due balance. I spoke with XXXX XXXX ( ID : XXXX ) on XX/XX/XXXX and she claimed she needed to forward me to the correct department. She had me hold while trying to warm transfer me to the correct department- she finally came back to the line and claimed she left a message for the correct department and claimed they would call me back the same day. No return phone call was received. 

I called back again on XX/XX/XXXX and spoke with XXXX XXXX ( ID : XXXX ) who claimed that I was approved for my partial claim and asked if I received the paperwork regarding that. I told him, no, I have no written proof of an approval and, in fact, had just received a denial letter. He researched the Denial Letter and placed me on hold to connect with a supervisor. He then claimed that he would have to wait for the supervisors decision and then promised he would call me back. I have received no such phone call. 

I lost my job in XX/XX/XXXX and was unemployed for 6 months. On XX/XX/XXXX, I started a temporary position making almost {$9000.00} less a year than my last permanent position. While working at the temporary position, I got hired into a permanent position making almost {$10000.00} more than my last permanent position. However, because I was unemployed for 6 months, I have no savings with which to pay my past due mortgage payments. This is why I have called several times and spoken to at least XXXX different people claiming that there should be no problem approving my partial claim. I have asked each individual for something in writing and at least XXXX have promised me approvals or at least notice that a partial claim was applied for and still, to date, I have received nothing, other than the attached Denial Letters. 

Additionally, I have attached copies of my account balances so you can see that while I have and will continue to make my monthly mortgage payments, I am unable to pay back the past due balance. Having to speak with multiple people and being told XXXX thing on the phone and quite another in writing is the most frustrating thing I have ever had to deal with. XXXX at my wits end as to where to go with this. 

XXXX happens, I need to move my past due balance to the end of my loan as per my bank balances, I have no money to give you to pay the past due balance currently. Additionally, I had to XXXX out XXXX of my credit cards while unemployed and must continue to make payments against those balances in addition to making my regular monthly mortgage payment. Lastly, I still have payments on my car, internet, cell phone, electricity, and XXXX fees that I must pay monthly. 

I need information in writing as to how I go about moving the past due balance to the end of my loan. Please help me do this without having to speak with different people every day and please help me do so in writing. 

Sincerely, XXXX XXXX XXXX : Consumer Financial Protection Bureau Attachments : Denial Letters, Checking Account Balance, Savings Account Balance