Consumer complaint received 2022-03-16
Company: Fairway Independent Mortgage Corporation
State: MN
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am writing to complain about Fairway Independent Mortgage Corporation and their handling of my VA Mortgage after my XXXX XXXXXXXX Forbearance. My Forbearance was extended to XX/XX/2022. I spoke with a representative of Fairway XX/XX/2022 to ask them to end my Forbearance. On XX/XX/XXXX, I received a letter from Fairway that stated they were offering me an opportunity to enter a Trial Period Plan for a mortgage modification. I noticed that the payments on the modification were higher than my previous payments. My previous payments were {$1600.00}, my new payments on the trial period would be {$1800.00}. I had heard that the VA mortgage loans were offering a modification that would decrease my mortgage payments. I met with XXXX XXXX, HUD Certified Mortgage Loan Advisor, at XXXX XXXX XXXX on XX/XX/2022. She and I called Fairway Independent Mortgage Corporation to inquire on why I was not offered the either the Streamline Modification or the Affordable Modification where my payment would decrease at least 20 %. We were told that the only options open to me Reinstatement, where I would pay in full all of the missing payments, a Repayment plan where the missed payments would be paid over 4 payments on top of my regular payment and a Cap and Extend where my loan would be extended to maintain the current mortgage payments. When questioned about these options we were told that we could not speak with a Point of Contact, that they would need to call us in the next 3 days. We asked if we could schedule a time for them to call so that both of us would be able to be on the call, we were told that this was not an option. I did receive a call from the Point of Contact at Fairway, but I was at work. I called back after work and was not able to speak with a Point of Contact. On XX/XX/XXXX, I called Fairway again with XXXX XXXX. We were told that there were no options that would reduce my monthly payment. I was told that a Point of Contact would call on XX/XX/XXXX. I received a call on XX/XX/XXXX while I was at work and was unable to speak with them. On XX/XX/XXXX I received a Foreclosure letter. I called Fairway and was told that I should toss out the letter, that I was not in Foreclosure. On XX/XX/XXXX, XXXX XXXX and myself called Fairway. We were told that the Loan Modification I was offered maintained my current payment and would extend the term of my loan to pay the missed payments from the time in Forbearance. XXXX asked about the other options offered by the VA including the Loan Deferment, Standalone VA Partial Claim payment and the XXXX XXXXXXXX Refund Modification where my payment would decrease a minimum of 20 %. The Fairway representative stated they spoke with someone in Loss Mitigations regarding these options. And that with the Modification that was offered, I was required to make 3 payments. After the three payments, the Underwriter would determine new payment amount. XXXX again asked why the other options were not being offered. We were told that Point Of Contact in Loss Mitigations would call XXXX. XXXX let them know that she needed to schedule a time to and suggested email would be easiest to do this. This request was made to Point of Contact. On XX/XX/XXXX XXXX called Fairway because she never received a call or email from Fairway. XXXX spoke with XXXX and again asked about the other Modification options and was again told that the only options were the Repayment and Cap and Extend. XXXX was not able to get ahold of a Point of Contact, who she said would be able to share more information and said I would receive a call within XXXX days. On XX/XX/XXXX, I spoke with Fairway and requested they send me a copy of the Disaster Modification they originally sent on XX/XX/2022. 

My two complaints about this company are as follows : Fairway Independent Mortgage Corporations Point of Contact Staff, who work with their Loss Mitigations department, are not accessible to speak with both me and XXXX XXXX, the HUD certified Home Ownership Advisor. They often do not respond to requests to set up appointments to speak. When asked to set up a time to meet via email, they stated they sent an email, but XXXX XXXX never received one. 
Fairway Independent Mortgage Corporation is not offering the VAs Affordable Modification or the VA Streamline Modification. 
I would like to be able to qualify for the best relief option available to me, and I do not believe Fairway Independent Mortgage Corporation is offering the assistance programs the VA is offering. 
Please see the following : XX/XX/2022 Modification Letter XX/XX/XXXX, Notice of Foreclosure VA Modification Comparison Chart.

Company response to consumer: Closed with explanation