Consumer complaint received 2018-02-27
Company: 360 MORTGAGE GROUP LLC
State: LA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am a retired 21 year XXXX XXXX veteran, and I am 60 % VA XXXX, and I have a VA loan through : 360 Mortgage Group, LLC XXXX XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX Phone ( XXXX ) XXXX Fax I started going to school full-time under the GI Bill in an attempt to learn new skills for employment in XXXX. My medical issues prohibit me from working in my prior career field, so I went to school to obtain a bachelors degree and a certification. The degree and certification took longer to obtain than expected, and it put my in a financial position that I has taken me a while to correct. The financial problems started two years ago when my GI Bill benefits began to run out, and the GI Bill housing stipend of {$1200.00} monthly ran out. I still had a few semesters left to complete my certification, but I was struggling to meet all of my financial obligations. I attempted to juggle all of the expenses, but it simply overwhelmed my limited income. Two years ago, I filed for bankruptcy, but I continued to make my house payment for another year. However, a little over one year ago a string of circumstances caused me to get behind in my mortgage payments, and I gradually slipped into a dire situation. To complicate matters, up till 2 months ago I was only able to get seasonal part time jobs. My under/unemployment put my finances into a situation that resulted in a default on my mortgage. I attempted to work with my mortgage companys loss mitigation department to make partial payments for a few months, but I believe they grew tired of working with me. Since that time, I have been trying to work with them to find a home retention option to allow me to keep my home. To be fair, they told me during one of those early attempts that I simply did not make enough with my retirement and VA XXXX to qualify for one of their home retention options. However, since that time my financial situation has significantly improved with my wife and I both acquiring jobs. My household income has almost doubled in the past two months, and we can comfortably afford our current mortgage payment. 

Since our income has risen to an acceptable level, we have been trying to get approved for a VA Home Retention option. I have been submitting all of the documentation requested by my mortgage company, so they could receive it in the time necessary to consider prior to our foreclosure date. However, over the last two weeks they have been sending out notices claiming that I am not communicating with them and they have not acknowledged in writing that they have received all of the required documentation. They have had all documents requested for almost two weeks, and although I was told over the phone by their representative that they were in receipt of a " complete Borrower 's Response Package '' over a week ago, they are now trying to say it is not " officially complete ''. I  have listed a string of events that I believe either show deceptive practices or have highlighted a serious lack of internal communication within their own departments that may result in the loss of my home : XX/XX/XXXX, submitted electronically final requested documents to 360 Mortgage Loss Mitigation Department for Borrowers Response Package for VA loan modification. Received electronic  acknowledgement of receipt. This was 49 days prior to original scheduled foreclosure date, and 63 days prior to foreclosure sale. 
XX/XX/XXXX, called and spoke to representative XXXX # XXXX and verified three times that my package was Officially Complete as of XX/XX/XXXX and I had made the deadline for having a complete package. This was over 46 days prior to scheduled foreclosure date, 60 days prior to foreclosure sale. ( This is important, because their policy request that they receive a Complete Assistance Package prior to 37 days of the foreclosure date. ) XX/XX/XXXX, I received a letter from 360 Mortgage Group dated XX/XX/XXXX stating that they have made numerous attempts to contact me and obtain a complete Borrowers Response Package for consideration of an alternative to foreclosure. As of the date of this letter, we have not received a complete Borrower Response Package for our evaluation of your mortgage loan. We consider your lack of response a withdrawal of application. We are still interested in working with you to determine if you are eligible for a Foreclosure Prevention Alternative. 
There are several problems with this letter, I have contacted them multiple times through email and phone to determine which documents they needed to complete the package, so to say I have not communicated is blatantly false. More dubious is that this letter is dated XX/XX/XXXX, but it appears to have been sent after my conversation on XX/XX/XXXX by the fact that it did not arrive until XX/XX/XXXX, exactly 10 days after they claim it was written. The arrival date of the letter matches with what is the established mail delivery time from XXXX, Texas if the letter were sent on Monday XX/XX/XXXX. To believe this letters timing is coincidence would be have to come with the assumption that mail takes XXXX days to travel from XXXX, TX to XXXX, LA. 
XX/XX/XXXX, I was called by representative XXXX # XXXX and pressured to accept the a 12-month repayment plan. In this conversation he was asserting that the package was not officially complete, and he did not know if it would be complete in time to save the foreclosure. This statement totally contradicts the XX/XX/XXXX conversation with representative XXXX # XXXX. When I challenged him on this, he said XXXX did not know what he was talking about and the package was not Officially Complete in their system, and they still may need some more documents. Keep in mind that I initially submitted this package on XX/XX/XXXX and they have been asking for additional documents since that date. They indicated that the last two documents I sent on XX/XX/XXXX would be the last documents they needed to make the package complete. 
According to the message on 360 Mortgage telephone system that is played prior to speaking to any representative, all calls are recorded for quality purposes so all of my claims can be verified by their own system. 

360 Mortgage Group has officially state that they want to work with me for a VA home retention option, and this is reaffirmed by their last letter to me. However, their actions and correspondences are calling that into question. I have been served with papers for a foreclosure sale, and I am in fear of losing my home. If I lose my home it will not be because I can not afford it, because if my Borrower 's Response package were ever evaluated it would be determined that I meet the requirements for a VA Home modification.

Company response to consumer: Closed with explanation