Product: Mortgage

At the beginning of the year we filed loss mitigation paperwork for assistance. I lost my high paying job the year before and we were having trouble staying current on our mortgage. I was able to find another job but it did not pay nearly as much as the job I had when we first bought our home. I then lost that job as well so we decided we needed help. In the paperwork, they requested pay stubs for the last month of which we provided including the job I lost noting in the paperwork that I had lost that job. The directions did not say to provide paystubs for jobs we currently hold. XXXX came back and offered us a repayment plan with a payment twice as much as our current payment. When we called and asked how we were supposed to pay that, they told us they used all of our income ( paystubs for both jobs- including the one that was lost ) to make the determination and that we could file an appeal. In the meantime, we were able to bring our loan current again knowing that this lengthy process would continue to default our loan which we did not want. We did file an appeal but didn't hear anything back before Covid took the world over and we ended up needing to ask for a forbearance. When inquiring about the terms of a forbearance, we were told that we would be able to ask for a loan modification at any time during the forbearance period and make arrangements to get our loan current again. 

After finding out that our schools would be re-opening with virtual schooling and knowing that we have a family of high risk people, we weren't going to be able to replace this job while also schooling a child at home and contacted XXXX to begin the loan modification process during our forbearance. 

Our loan was current as of XXXX and our forbearance began. 
XX/XX/2020 : Mailed paperwork requesting loan modification. Certified return receipt confirms receipt by XXXX XX/XX/2020. 

XX/XX/2020 : Attempt to contact XXXX to follow up on paperwork. While holding, the line disconnects. Left name and number to be called back but no one called back. 

XX/XX/2020 : Attempt to contact XXXX to follow up on paperwork. While holding, the line disconnects. Left name and number to be called back but no one called back. 

XX/XX/2020 : Attempt to contact XXXX to follow up on paperwork. While holding, the line disconnects. Left name and number to be called back but no one called back. 

XX/XX/2020 : Reached an agent who told us our paperwork was never processed due to the forbearance on our account. They would remove the forbearance and then process our paperwork. 

We are now 4 months behind on our mortgage when we applied for a loan modification at two months behind. 

XX/XX/2020 : Received email requesting supporting documents for our application. Called XXXX and told them we sent this paperwork with the application. They said they needed current documents as our original application expired. We resent paperwork again. 

XX/XX/2020 : Received another email requesting supporting documents for our application. We resent everything fresh. 

XX/XX/2020 : Received another email requesting the same documents again. Replied that we have sent this information four times and still are not receving help and just getting automated emails. Further, we can't reliably get through when we call and when they call us, it's a recording to call them back which doesn't work since we can't get through reliably. We dealt with this while in the hospital for the birth of our child. 

XX/XX/2020 : Attempt to contact XXXX to follow up on paperwork. While holding, the line disconnects. Left name and number to be called back but no one called back. 

XX/XX/2020 : Attempt to contact XXXX to follow up on paperwork. While holding, the line disconnects. Left name and number to be called back but no one called back. 

XX/XX/2020 : Spoke to XXXX who said the hold up was that our back statements only list one name. Clarified we only have one checking account. 

**Now 5 months past due on our loan AND due to the removed forbearance, XXXX XXXX now reporting to the credit bureaus of our delinquency and we're falling deeper into an insurmountable hole when we tried to resolve this in XXXX. It seems as though XXXX is intentionally drawing this out and making it impossible for us to resolve our mortgage issues while letting the balance get higher and higher at the current monthly payment instead of helping us negotiate a lower payment. All of this is happening while trying to virtual school a XXXX XXXX child through distance learning and a XXXX  child born XX/XX/XXXX in the middle of all of this. This is causing an incredible amount of stress that we can't find a job to replace ours, we can't afford to send our new baby to daycare and we're at risk for losing our home. Please help us!