Consumer complaint received 2023-10-12
Company: ZIONS BANCORPORATION
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
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 had financial difficulties last year that led to me being unable to make payments on my mortgage. I reached out to my bank, Zions Bank, for options to get my mortgage payments back on track in XXXX of XXXX. They had me open an application for assistance with their loss mitigation department. As part of the application, they had me upload online multiple items to document my finances. After completing this, I was told to wait and hear from them. The response I eventually got from them was a letter stating that they were unable to provide any repayment options for me because I was not making enough income. They said I should contact my local HUD agency for help. I filed an application with the HUD agency but was denied because my loan was too large. I then filed an appeal for loss mitigation options with Zions because by that point my income had increased. I was told I needed to resend all new documentation, which I did. Once I had sent in that documentation, I got a letter stating that they needed additional information. I uploaded the additional information before their given deadline. Then I got a letter stating that I had not uploaded what they needed by the deadline so my application was closed. I called the bank and could not get through to anyone for days because of " high call volume. '' Eventually after hours on hold I was able to reach someone who told me to please open a new application and start over, which I did, only to have the exact same scenario play out where I was told I did not upload documentation when I did. This happened multiple times and drug on for months. I again called and called, was hung up on multiple times, but eventually reached a supervisor in loss mitigation, XXXX XXXX. She told me that this time I should directly fax her all the information, to ensure it was received. I did this. I got a letter stating that they had received my information but that they needed two additional documents by XX/XX/XXXX. I faxed those to XXXX on XXXX XXXX. After not hearing anything back for about a week, I called in on XXXX XXXX and was told they didn't see the documentation I had faxed on my file, and to please upload it online and wait until Friday XXXX XXXX to hear something. I did. On XXXX XXXX I received a letter stating that I had not sent in the required documentation and that my application had been closed. On XXXX XXXX I again called in and complained that I needed to speak to a supervisor because I had proof that I had submitted the required documentation. I was eventually hung up on. On XXXX XXXX I sent a letter via fax to XXXX, asking her to please call me and detailing what was happening. I have not heard back. On XXXX XXXX I called and asked to speak to a supervisor. I was on hold for an hour and eventually hung up. On XXXX XXXX I called and asked to speak to someone in loss mitigation but could not get through because of " high call volume. ''

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation