Consumer complaint received 2017-09-24
Company: Pacific Union Financial, LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been in loss mitigation with Pacific Union Financial since XX/XX/XXXX, today is XX/XX/XXXX. Almost a year has passed by and I have received information that states the subject property is going to be foreclosed on. In XX/XX/XXXX, I called the check the status of the loss mitigation package I had submitted. I was told that the package was deemed complete and assigned to a retention underwriter. In XX/XX/XXXX, after several attempts to contact Pacific Union Financial to speak with the underwriter, I was informed that the retention options had been declined, and that I did not qualify to appeal the decision. ( as I am told all calls are recorded, there is recorded record of this among many other conversations, and my attempts to contact the underwriter ). I received not one letter in writing from loss mitigation during this entire process. No status was ever given to me unless I called in, and when I did the person ( SPOC Team ) was only able to read the notes in the system, and not able to answer any of the questions I asked. I asked a friend that works as an underwriter in a loss mitigation department, if the process was supposed to be handled like it was. My friend advised to submit a new loss mitigation package, which she helped me put together. My friend advise that I follow up every 48 hours for status to make sure that the package was deemed complete and given to an underwriter. The 2nd loss mitigation package I sent in was deemed complete in I believe XX/XX/XXXX. 
When I submitted this package, I called FHA, spoke to me friend and looked up the guidelines for a streamline DIL. Pacific union, asked that I supply all my financials or they would decline, and remove me from loss mitigation. I sent the streamline DIL guidelines, which I retrieved from HUD.gov website, that stated a streamline means no financials are given. Since my credit score met the guideline required by FHA and the home was left vacant, these are the 2 items that HUD stated made me qualified for the streamline FHA. Pacific Union stated ( after I called again ) that the financials were required. By XX/XX/XXXX, I sent in all my financial information. After sever attempts to contact the underwriter and failing, I began to call several times a day, and put in a compliant with HUD. By the time, I could contact the underwriter at Pacific union, I was told that I only qualify for short sale option, as a notice of foreclosure was sent in. 
The mortgage company Pacific Union Financial Held my file, and all its information until after they sent me to foreclosure, then started to respond to me. A year later, I am sitting in short sale, the underwriter states that 1 offer I received is to low, and they will hold this file until the home is foreclosed on. 

I thought after all the deception that ended in millions of homes being foreclosed on was caught, and the news and everything on line states that there are rules the mortgage companies must follow to insure no deceptive practices that these types of issues would not happen. 
It seems although mortgage companies can get away with anything they want still, in XX/XX/XXXX, after all thats been done to homeowners in past. They have no repercussions, for their actions, and ignore the consumer, until they have what they need. Theres no communication from the mortgage company, they used stall tactic to put the home in foreclosure, and are refusing the short sale, on the 1 offer I have received in a year.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation