Product: Mortgage

We purchased our new build single family home in XX/XX/XXXX right in the middle of COVID. Beginning XXXX through XXXX my husband was getting garnished by the IRS to pay back taxes and he changed his exemptions to get the most taxes taken out and avoid future garnishments. He continued struggling paying the mortgage so Loan Depot offered a forbearance to assist. Fast forward to XX/XX/XXXX we received a Notice of Servicing Transfer from New Jersey to their sister office in Texas. Loan Depot then suggested a loan modification in XX/XX/XXXX our mortgage payment was about {$2500.00} with a 2 % interest rate and Loan Depot encouraged us to sign and stated the new {$2700.00} with a 6 % interest payment would be temporary and we could soon refinance. Loan Depot told us our loan was in forbearance and we kept getting 30-day past due notices on our credit reports, which they were not supposed to be doing but they told us it was an automated system and would remove it. As of XX/XX/XXXX my husband had more difficulties paying the higher mortgage and the notice of default came early XX/XX/XXXX. I called Loan Depot to speak to the person listed on the letter who didn't seem to exist and ended up speaking to another rep who gave me no information or instructions. My husband and I started sending in payments even extra payments towards the mortgage to catch up. On XX/XX/XXXX, I received a letter from Loan Depot with my uncashed check stating Loan Depot would no longer accept our checks because we were not on a 'repayment plan '. Same day I called and spoke to manager XXXX who said to call back next week to state we would pay {$5500.00} and then we can discuss a repayment plan. He also told me to complete two applications one for California Mortgage assistance and Loan Depot Loss Mitigation. I submitted both applications online that evening. I called Loan Depot again Tuesday XX/XX/XXXX spoke to XXXX he said I had to pay 3 months mortgage to start repayment plan and he said he would email his supervisor and XXXX to find out next steps and I would hear back from someone in 24-48 hours. I waited until Friday morning XX/XX/XXXX spoke to XXXX same thing she wasn't aware of what I was told or what we were supposed to do next but at this point we are 5 months behind and owe {$14000.00}. XXXX stated that our mortgage account was listed as 'under review ' so we wouldn't have to worry about going into foreclosure or losing our home. XXXX said she would gather more information and call me back later with an update at about XXXX on XX/XX/XXXX when I got off of work but she never returned my call and I never received an email update. Last week XX/XX/XXXX, I received a letter from Loan Depot that my account was under review and to contact a housing counselors which I did. I met with a counselor from XXXX XX/XX/XXXX and they are the ones that advised me on filing this complaint. I have been having issues with Loan Depot since I purchased my home, their customer service is the worst, and I believe they have set us up for failure. If we were initially struggling to pay the mortgage why would Loan Depot insist we had to complete a loan modification that would increase our payment and the interest rate.