Consumer complaint received 2022-12-29
Company: SFMC L.P.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Unfair, deceptive and abusive practice through coercion and implying the sense of urgency to complete post-Covid Hardship Forbearance Payment Deferral request while awaiting XXXX XXXX XXXX  Program funds approval, only to inform me that they will not respond to XXXX XXXX XXXX XXXX request for information because I am no longer eligible due to the coerced Payment Deferral option. 
XX/XX/XXXX : My Covid Hardship Forbearance ended, XXXX XXXX XXXX told me that I must pay 1 delinquent payment and the upcoming XX/XX/XXXX payment to meet the requirement to qualify for Payment Deferral. Made the delinquent payment on XX/XX/XXXX. 
XX/XX/XXXX : I called back and made the current payment and the Loss Mitigation Rep told me to contact the XXXX XXXX to apply for assistance to pay the past due payments accumulated during Forbearance, and I completed the XXXX online application the same day. 
XX/XX/XXXX : XXXX XXXX notified me to contact the Loan Servicer and ask them to respond to them so they can process my XXXX application. 
XX/XX/XXXX - XX/XX/XXXX : I contacted the Loan Servicer multiple times regarding responding to the XXXX request. 
XX/XX/XXXX : Contacted by the Underwriter stating that she can not process the Payment Deferral Request until I pay the XXXX payment. She said she see that I did apply for the XXXX  program, but will continue processing the Payment Deferral request once I make my XXXX payment, just in case I am not approved for XXXX, fall further behind in payments and then have to pay all at once. She said if I do receive the HAF approval, once those funds " kick in '', I can decline the Payment Deferral and it will be cancelled. 
XX/XX/XXXX : The Underwriter called back and said my XXXX Payment was short and I had to pay an additional XXXX XXXX  in order for her to be able to continue processing the Payment Deferral. I expressed my concern with their delay in responding to XXXX and she reiterated that she was going to continue processing the Payment Deferral request so that I don't fall behind and have to pay a large amount at one time, and if I am approved for XXXX, those funds will be applied and the Payment Deferral will be cancelled. 
XX/XX/XXXX : I paid an additional {$50.00} to cover the difference the Underwriter said needed to be paid. 
XX/XX/XXXX : I called and XXXX XXXX XXXX stated that they sent my records to the HAF Program and the Deferral Request was still being reviewed and not completed. 
XX/XX/XXXX ( date approximate ) : I received a Payment Deferral Agreement with terms that were not previously discussed or explained to me, and dated XX/XX/XXXX with postmark date XX/XX/XXXX. 
XX/XX/XXXX : I received my Escrow Analysis that stated my mortgage payment will increase significantly beginning XX/XX/XXXX, and I submitted it to XXXX  to be included in my pending application. 
XX/XX/XXXX : I checked my HAF application profile online and saw an update to contact my Loan Servicer to respond to their request so they can process my application. 
XX/XX/XXXX : I waited 2 weeks before calling because I was previously told by XXXX XXXX that it take awhile for them to respond to XXXX  requests. When I called on this day, the Rep told me that she did not see any notes at all that pertain to XXXX  and only see notes about the XXXX XXXX. She asked me to hold while she check with her XXXX to ensure that she wasn't missing or overlooking any notes about XXXX. She returned and told me her supervisor said they will not be responding to XXXX because I am only allowed to participate in one XXXX XXXX option and therefore disqualified from participating in the XXXX program. She said that since my mortgage payment is increasing and I can't afford it, they will send me an application to apply for XXXX XXXX assistance and the XXXX program will not be an option available to me. 

***Please see the attached written complaint with more specific details of events relating to my complaint

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation