Product: Mortgage

We faced financial hardship during Covid 19 and entered into a forbearance with our loan provider, Loan Depot. On XX/XX/XXXX I contacted Loan Depot to ask about forbearance options, I was told by XXXX in New Jersey, that we could receive a 3 month forbearance. As Covid progressed, we had to keep extending the forbearance. On XXXX XXXX I spoke to XXXX in New Jersey and was told we completed our 18 months but XXXX XXXX was accepting longer forbearance under certain circumstances. She told me that they would review and I would receive documentation and to wait to resume making payments until I received documentation within about 30 days. 

In XXXX I realized we had not received any documentation, and called Loan Depot. On XX/XX/XXXX I spoke to XXXX in New Jersey, and was told we were supposed to be making payments and that we owed {$75000.00} ( approx ), I told them we would not be able to pay that. We were offered a loan modification and were told we would receive a 2.75 % APR, looking back I feel like they were pushing us in that direction. I asked about the deferment that XXXX XXXX was offering, for the forbearance amount to be added to the end of your loan at 0 %, XXXX told me we would have to pay around {$25000.00} and to qualify for deferment. However, just getting out of COVID and a forbearance, we were not able to come up with the {$25000.00}. XXXX suggested the loan modification was the best for our type of situation and told me that we did not have to make payments until the Loan Modification review was complete which would be about 30-45 days. 

We entered into the loan modification in XX/XX/XXXX. During this time, we were receiving daily phone calls stating our account is delinquent and that we needed to contact the office. Then in XX/XX/XXXX, we received notification that our loan was moved from the New Jersey office to the Texas branch, we received a welcome letter with information on how to register for a new account. Once I logged into the Texas website, I noticed we had a new loan number and no past statements or any documentation was located on this site. Further, I could not make online payments because our account was delinquent. 

I am now having issues logging into our " New Jersey '' account, I can not see our previous statements or letters. We opted for electronic communication but now can not access any of our information. Our " Texas '' account has nothing listed before XX/XX/XXXX as they were not our loan provider, even though our loan is still through Loan Depot. We can not make payments online, I am forced to call to make the payments. I am being told they are separate branches and Texas location can not give me any previous loan information, how is that possible when they are the same company? 

We have made our 3 payments and have waited over a month but still have not received our loan modification. When I call they tell me it's still in review, that they are extremely backed up and not sure when I will receive the loan modification. On XX/XX/XXXX I called the Texas office and spoke with XXXX, she told me that they can not guarantee what APR I will receive and told me they " opened the Texas branch because New Jersey was giving out bad information. '' HOW CAN THEY BE ALLOWED TO GIVE OUT BAD OR WRONG INFORMATION ON LOANS THAT THEY SERVICE! People can lose their houses over their misinformation. She also told me that we can still do a deferment if we did not like the loan modification terms but could not provide more information unless I cancelled our Loan Modification and applied for the deferment. 

Today, XX/XX/XXXX I called and spoke with XXXX in Texas who then had to transfer me to XXXX in the loan modification department. He told me that " we have lots of loans transferring over and modifications are taking longer because of it. '' At this point, I have inquired about my deferment option as now we can resume making our normal payments but they tell me they can not give me any information on it as it would have to go through the review process and the review department does not speak to customers. That I will have to apply again and wait 30 days. They can not give the amount I would need to pay to be allowed the deferment. Basically the run around again. 

At this point I am extremely dissatisfied and annoyed with trying to get our loan current with Loan Depot, I get no information from them and I repeatedly get told wrong information. I would just like to get my loan current and resume making payments. Because of all the wrong information I have been given over the last 2 years and the delays, we are now delinquent a substantial amount of money, close to {$90000.00}. Loan Depot should be able to defer the whole amount owed and allow us to make our regular payments. 

Thank you, XXXX XXXX XXXX