Consumer complaint received 2021-04-06
Company: Cornerstone Home Lending Inc.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Due to XXXX, my husband and I took a 6-month mortgage forbearance in XXXX with Cornerstone Home Lending. Since our forbearance was set to end in XXXX, we were given a few options and decided to complete the packet for the Loan Modification which we submitted in XXXX of 2020. We ended up being approved for the XXXX National Emergency Standalone Partial Claim on XX/XX/XXXX and noticed that we had not evaluated for the Loan Modification. On XX/XX/XXXX, I made a call and inquired about the Loan Modification. The representative explained that we had been approved for the partial claim. I then explained that we had completed the packet for the Loan Modification and per the letter that we had received, we had not even been evaluated for the loan modification program. I expressed that we would like to be evaluated and I also informed her that my name was misspelled on the partial claim paperwork. She informed me that she would submit a request and the call was ended. Since we had not received any paperwork in the mail or received any calls, I made another phone call on XX/XX/XXXX. This time a spoke to a different representative. I informed him that we were awaiting corrected paperwork for the partial claim and inquired about the status of the loan modification. The gentleman noted that an email had been previously submitted and he also informed me that we had been improved for the Loan Modification on XX/XX/XXXX. He informed me that the date of payment initiation remained XX/XX/XXXX, but the monthly payment would be {$1600.00}. I informed him that we had not received any paperwork or been informed that we had been approved for the loan modification. I even checked our website documents while he was on the phone and informed him that the document was not listed. He assured me that the document was in the system and stated that he would submit a request to follow up on the corrected partial claim and loan modification paperwork. I called once a week until I finally called a number listed on the one of the XXXX envelopes on XX/XX/XXXX. I spoke to a representative in the Financial Department and explained to her that we were awaiting corrected paperwork for the partial claim and that we had been approved for a loan modification but had not received any paperwork. She confirmed the previous requests and loan modification information. She also stated the corrected paperwork showed it went out on the XXXX but did not have a tracking number. She then briefly went through the correspondences she saw on her side and I reiterated that we had not received anything in our online documents or by mail regarding the loan modification. She stated that she would resubmit the request and asked to put me on a brief hold so she could consult her supervisor. I stayed on hold for about an hour and fifteen minutes. She never returned to the call. After this, I was very frustrated and begin searching the Cornerstone website for contact information. I came across the contact information for a XXXX XXXX who responded to my email and gave me a XXXX XXXX as the person of contact for complaints. I reached out to Mr. XXXX via email and explained our issue in detail. He responded that he would review our loan activity. We eventually received a copy of the loan modification, postdated for XX/XX/XXXX, in the mail and I noticed that it had a deadline for XX/XX/XXXX. Since the document only required for us to sign two copies and send them back in the pre-paid envelope, this would have been simple, but we never received the documents to complete the process. We started making payments on XX/XX/XXXX and the partial claim loan was applied in XXXX. During this time, I was still making phone calls and sending emails regarding the missing paperwork. As of XX/XX/XXXX, our loan was transferred from Cornerstone Home Lending to XXXX and I have continued to make phone calls, send emails and even sent a certified letter to both companies. The issue still remains unsolved and they refuse to honor the loan medication that we were approved for.

Company response to consumer: Closed with explanation