Product: Mortgage

I was given a Covid 19 Forbearance on XXXX. I filled out all the paperwork to start a loan modification. I filled out the paperwork and sent in all necessary documents. I was sent a Covid 19 National Emergency Forbearance Loss Mitigation Advance Promissory Note. I reviewed and signed and sent back. In no where on the promissory note did it mention when I would start repaying or how my payments would be made back. The promissory paperwork only told me how I would repay the balance they were giving me a loan for which was all the payments I missed during my forbearance. The manner of payment was due on XXXX. I read the whole promissory paperwork and no where did it explain to me that I had to start paying my loan again on any such day. I figured once I mailed that back they would send me the paper work telling me when my first payment was due. I went through XXXX and then XXXX came and nothing I received a call and I returned it and was told that I was set a letter and I needed to return it. I told the lady I never received so she emailed me the letter. Once I received that letter it was only a letter stating when my forbearance started and when it ended and that my mortgage would keep going on as it has and I had the option to repay or not pay. Again no letter telling me when I was to start repaying and how I was to proceed with my mortgage. I thought they were still processing my loss mitigation. I then lost my uncle do to covid 19 and was out of town for a while handling the funeral. This would now be the XXXX person in our family who had passed. I received my mail and the only thing received was my regular monthly statements from my mortgage company XXXX tribal. That still showed my old missed payments on the that I thought were going to be moved to the promissory note. So I thought they were still processing my loss mitigation. I then received an email from XXXX tribal saying that my loss mitigation had been denied due to missed trial payments for XXXX, XXXX, and XXXX. I immediately called and was told I missed the payments so they were no longer honoring my loss mitigation. I explained I never received anything through the mail and they told me they never sent anything that someone told me over the phone and I should have knew that I was to start making payments. I explained no one ever told me by phone they could pull the recordings because if that was the case I would have made the payments. I thought I was waiting on paperwork to show what my new payment would be and when it was due. I was told they don't have to send out paperwork like that because in the cares act they can provide that by phone. I told them no one told me and they told me that the Covid 19 loss mitigation was off the table unless I came up with XXXX immediately for then to reconsider or I could submit a new loan modification. I explained that I already filled out the paperwork and no one sent me a letter again I was told by a supervisor they made several attempts to call. I told them when they call the number says spam. I have a ton of calls from spam I never knew it was the mortgage company. I explained that I should have received a letter so that I would know what is going on. The supervisor told me to go look up the cares act covid 19 information online because it clearly states they do not have to provide anything by mail and I had XXXX options to either pay now or try again. I believe this was extremely unfair. Any time you file a loan modification they should provide you with paper work to explain how the process works. No one on the phone ever explained to me that a payment needed to be made starting any day. How would I know what to pay if they were removing all the late fees and past due payments my mortgage monthly papers still showed all that on there.