Consumer complaint received 2021-07-13
Company: Mortgage Research Center, LLC
State: WA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
To whom it may concern : In XXXX of XXXX I submitted an application with Veterans United Home Loans for mortgage payment forbearance under the CARES ACT due to COVID for my VA home loan. 
After numerous attempts to make contact between XX/XX/XXXX and XX/XX/XXXX I finally made contact with a Veterans United Representative who informed me they had received the request but required further documentation such as 2 years of tax returns, my divorce decree, most recent pay stubs and a written letter explaining the reasoning for the forbearance request. Up until this point I was never contacted by anyone from Veterans United stating that they required further documentation, nonetheless I promptly submitted all requested documentation on XX/XX/XXXX. 
Over the course of the next few months I made repeated phone calls and each time was given a different representative who would tell me they didn't have any record of my submitted paperwork. Each time I would resend the documents while on the phone with the representative, they would verbally confirm receipt and inform me they would expedite the paperwork through whatever channels necessary. This occurred no less than half a dozen times until finally in approximately XXXX XXXX I was given verbal confirmation that my paperwork had been accepted and I was in the forbearance phase followed by a trial payment phase. 
In XX/XX/XXXX I contacted XXXX XXXX about restarting mortgage payments, and the representative I spoke with told me once again there was an issue with missing documents. Once again on XX/XX/XXXX I submitted all requested documents and once again was given verbal confirmation of their receipt. 
On XX/XX/XXXX, after numerous calls and voicemails attempting to get an update, I made contact and the representative informed me they now needed an additional document. I provided this document the same day while on the phone and again was given verbal confirmation on the receipt. 
In the middle of XXXX I received the final loan modification documents. The documents contained an error wherein my ex wife was still on the loan documents. I informed Veterans United that the documents needed to be amended to indicate solely myself on the loan as I was granted the house in the divorce decree and my ex wife had signed a quit claim deed. Veterans United informed me that it was not possible to have the documents amended and that I was just to sign them and there would be no issue with not having her signature on the documents. The Veterans United Rep told me that if I did not sign the " incorrect '' documents my forbearance would be denied and I would immediately be responsible to make up all missed payments. Against my better judgement but trusting they were being forthright I signed the documents and overnighted them to Veterans United. 
Between the middle of XXXX and present day, I have had zero contact from Veterans United and each time I contact them a different rep tells me its still processing. 
XX/XX/XXXX I received notice from Veterans United that a new company would be servicing my loan but to this date I have not received any further documents or loan payment instructions. 
As of today XX/XX/XXXX I received a pre=foreclosure notice due to the non payment of the payments during the forbearance period. 
I have completed all requested tasks in a timely manner. I made all payments during the trial period on time. 
Veterans United has repeatedly and utterly failed to communicate with me or act in good faith and I am unable to make contact with anyone who can provide me with any assistance in resolving this issue.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation