Consumer complaint received 2021-03-01
Company: PLAZA HOME MORTGAGE, INC.
State: PA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX my husband lost his job due to COVID-19. We applied for Plaza home mortgage/CARES act forbrance plan. As of XX/XX/XXXX we notified Plaza that we where ready to resume regular monthly payments. They pressured us into a repayment plan, but we refused as we could not afford to add extra to our regular payment. My husband was back to work but making less then he was before. In XXXX of XXXX Plaza was unhelpful in helping us with the next steps. Every time we called we got a different answer/situation. I was able to determine that we needed to apply for loan assistance. We applied, I received a letter on XX/XX/XXXX that my application was received. In the days after that I was never contacted by XXXX/Plaza. I then called and it was explained to me that there was information missing, the application was frozen/held back for some reason the rep couldn't provide, and that we needed to reapply. I reapplied. We received another letter onXXXX that our request was received and the application was complete as of XX/XX/XXXX and they did not need any additional information. The letter also states that it was legally required that they contact me with in 30 days with an answer of determination. We did not hear from them. I did call a few times with in those 30 days and each time we where told it was still processing. On XX/XX/XXXX we received a letter that there was an appraisal done on our home as apart of the loan modification/assistance process. Again no contact from XXXX. At that time I reached back out to ask about a time line. ( At this point they have made the recommendation to extend our forbrance to " protect us '' ) I was told that our application was with the escro team and we would hear by early XXXX. Still no response form XXXX as of XX/XX/XXXX. I spoke to a rep again mid XXXX that now told me that the application was too old so we would need to reapply again, even tho it was them that held up our application. In many conversation we where always told a different story. The rep in XXXX told me they where then able to use our previous info as nothing had changed on our end and it was their fault. Late XXXX we where then told we needed to totally apply all over again and that the last rep was incorrect. In all this time we where never given direct instructions on how to apply. I was following directions from their website. In the run around XXXX had given us for 6+ months and then changing their minds again on our situation, I filed a complaint with CFPB on XX/XX/XXXX. On XX/XX/XXXX we received a letter dated XX/XX/XXXX ( 2 days after I filed the complaint ) that our mortgagee was being sold to a different servicer ( in the middle of an active forbrance plan and in the this application mess ). We feel this is direct retaliation for filing a complaint. Between the time of XXXX and XX/XX/XXXX I had spoken with our assigned rep XXXX and she did not once mention that our mortgagee was being sold. I only found out our mortgagee was being sold when I read XXXX XXXX response to my complaint through the CFPB website. At the time of their response they had not notified me that it was being sold. They also had never fully explained any of this process and what they did explain was not the full story how the CARES act in terms of forbarance and mortgage assistance works. I have been in touch with HUD and the USDA, what both of those organizations have told me was that the info that XXXX is giving is incorrect or what they are not giving for the lack of info. As of XX/XX/XXXX I received a letter dated XX/XX/XXXX that they had received my application again. On XX/XX/XXXX I received a letter dated XX/XX/XXXX that I had items missing from my application. Between XX/XX/XXXX and XX/XX/XXXX I had more than one phone call with XXXX, so I am unsure why she didn't alert me of missing items so I could of had them to XXXX before our loan was moved to the new servicer as of XXXX. I called XXXX as soon as I received the letter on XX/XX/XXXX to ask for clarification on what the missing items where exactly but it was late afternoon. I did take my best guess on the items so I did upload more to them on the evening of XX/XX/XXXX. I did not hear from XXXX until XXXX. I was told it can take up to 24hrs for the documents to be uploaded, and because as of XXXX my mortgage is no longer with XXXX they can no longer help me and the documents will likely not transfer over to the new company so I will need to start this process again for the 5th time with the new company. 

There is others that have posted on their social media with similar situations. There is also others that said they filed a complaint with CFPB and days later they also received letters that PlazaXXXX also sold their loan to another servicer. I know it is " common practice '' to sell loans to other servicing companies but it seems like a VERY strange coincidence that days after filing a complaint that they sell off our mortgage.

Company response to consumer: Closed with explanation