Product: Mortgage

Good day, hope this finds you and your blessed and doing well. Back around XXXX of XXXX my wife started to miss work due to XXXX  related issues with her employer. We quickly spoke with Flagstar and they were gracious with their help in regards to a forbearance. This went on for months. We kept in close contact with the company, speaking weekly ( at this time we would be on hold for hours and hours waiting for a rep to answer ) ( of course to different employees ) After the second one, we requested a modification be executed and started the process. We were told by numerous Flagstar representatives that the missed payouts would simply be put to the back of the loan. We turned in our XXXX package around XXXX of XXXX. Once they received it, they asked for further clarification and supporting documents which we quickly turned over to them. Weeks turned into months and no solution ever came to pass. The reps told me it was a lengthy process and to not fret. They said it sometimes takes a month to unpack the paperwork and get started. We informed Flagstar that we could make payments but multiple reps informed us not to make payments during this process because it would mess it up. The loan on the website was in forbearance status so we just waited. We answered ever time they called and were quick with whatever they needed. It must of been about XXXX time frame when we were told that the documents we turned in were no longer valid and we had to submit another package. We quickly did that and turned in all the requested documents. Like before, we were asked to provide supporting docs which we did and were told the application was in tact and to be patient. The status on the website still indicated we were in an active forbearance program so all appeared to be ok except for the past due balance was growing. It was concerning us at this point but the reps continued to tell us not to worry and that it would all be out in the back of the loan. Once again, weeks turned into months and nothing ever came of our package. We were still speaking regularly with the company and they were saying not to worry. The system still had us in the protected status so we still waited. We were told the documents were no longer valid and had to turn in yet another package. This miss package number XXXX. We quickly turned it in. Of course we had to turn in other documents and some were uploaded on their website. We spoke with reps and they informed us the package was complete and we were to wait. Again, weeks turned into months and nothing happened. We called and spoke with them and they said they were working on it. This was done throughout all of the packages. The loan was in forbearance status-active modification. The balance was growing and we were stressed. Again, weeks to months and nothing. Be patient and dont make payments during the process. XXXX Saturday morning a couple months back, I spoke with their rep and he acknowledged that fellow employees mentioned not making payments on loans to their customers going through modification. He didnt even sound surprised or shocked. Now the website shows a different status. Last week, we were told to do another modification packet and get it to them by XX/XX/XXXX or they will take our house. We are stressed and sick over this. All the while we spoke with the XXXX keeping them apprised of the situation. We have been wanting to make payments. At this time, there is no way to pay {$26000.00}. We are asking that Flagstar move this balance to the back of the loan as they indicated they would and the loan terms remain the same. My XXXX parents live with us now. My mother is in XXXX ( XXXX XXXX XXXX and XXXX ) my father suffers with XXXX  and other issues. This is all we have. We have remained in good faith with Flagstar. We are prepared and have been for a long while to resume making payments. We dont know what to do. Please help.