Consumer complaint received 2023-11-16
Company: 21ST MORTGAGE CORP.
State: TX
Product: Mortgage
Sub-product: Manufactured home loan
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
I purchased a manufactured home with a mortgage loan through XXXX Mortgage in XX/XX/XXXX and I live in the property with my XXXX daughters, ages XXXX and XXXX. I made the regular mortgage payment of {$990.00} without any problems until I had an issue with my employment due to the delay in the renewal of my XXXX certification. As a result I was out of work for about 5 months and struggled with my mortgage payment on this loan. I contacted 21st Mortgage to attempt to work something out and was presented with a proposal. However, when I tried to make a payment and take advantage of this offer their agents told me that the offer had expired. A couple of days later I received a letter from XXXX XXXX  stating that they wanted me to move out of my house and were offering me {$3000.00} to leave, even though I was only a couple of months behind and they had not even filed a Notice of Default. On their website 21st Mortgage states that they offer alternatives to foreclosure and that their experienced financial counselors can review with you options such as repayment plans or payment assistance. Instead 21st Mortgage has engaged in unethical servicing practices and that is why I am contacting you. 

I have worked as a registered nurse for the last 15 years. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have had steady employment but my certification was expiring. It has to be renewed every 3 years. I sent the XXXX  board the paperwork but it took way longer than usual because they are very backed up since covid. Unfortunately my certification expired and my XXXX contract got cancelled XXXX months early. So beginning in XXXX XXXX  I was not working. I hung on and made the payment to 21st Mortgage in XXXX and XXXX and then the certification finally came but it took me a few months to find a new place to work. Summer is the most popular time and the agency I work with could not find me a new contract until XXXX. 

I contacted your office to tell you I was struggling and asked if you had any programs to help me. I was not reviewed or considered for payment assistance and I just had to wait to get assigned a new XXXX contract. I finally got a new contract that started last month and I contacted your office to tell you I could resume making payments. The agent I spoke to offered some help but then they changed the offer. I was told that they were willing to split some of the back payments into XXXX paymentsone due on XX/XX/XXXX and the second on XX/XX/XXXX. I made the first payment as agreed on the XXXX but when I tried to arrange to make the second payment I was told that the offer expired today. The next day I received the letter from XXXX XXXX that since I remained in default that you were moving to repossess the house and were offering me {$3000.00} to move out and you would not bug me anymore. This letter seems outrageous and these business practices are unethical and aggressive. We made an agreement to start catching up on the payments now that I am back at work and after I make the first payment they break the agreement. This is bad business. I am working on a new XXXX contract and I make a very strong income and have the ability to pay my mortgage. My problem is that I dont have the {$4100.00} needed to pay you back all at once, but this can be resolved if this company played by the rules. 

21st Mortgage are not honest, they do not follow through, they do not do what they say they are going to do, they lie on their website and say that they will work with people but that is not what this company did. They had not even filed the Notice of Default when they sent out the cash for keys letter ( attached ), which came because they broke the oral agreement we had made. I think this might be illegal, I definitely know it is wrong.

Company response to consumer: Closed with explanation