Consumer complaint received 2022-08-29
Company: WEICHERT FINANCIAL SERVICES
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
During Covid I applied for and was granted a forbearance for my primary loan for my home. This lasted approximately 1 year. At that point I was given an option for action - either to leave forbearance or apply for a loan modification with the lender but that in the interim I needed to resume payments as normal, which I did. I applied for the modification and was granted in writing along with a trial payment proposal to accept the agreement. That was granted XX/XX/2022. The modification amount was different than my normal previous monthly payment. When I called to question the difference in cost I was not able to get an explanation but was told I would receive a call back from a supervisor and in the mean time pay my normal amount. I was told that my loan was being handled through loss mitigation and that regular loan servicing was not able to assist me while the file was going through modification. Due to heavy volume of files as a result of covid forbearance loss mitigation was backed up on moving files along but that my home was not in foreclosure and that I should keep making payments monthly and that I should ignore any and all " auto-generated '' foreclosure notices since they are initiated by a separate automated system in normal loan servicing. My trial period was to take place in payments XXXX, XXXX, and XX/XX/2022. After XXXX I called to check on the status of my loan moving out of loss mitigation and back in to regular loan servicing and was told the same thing regarding file volume. Keep making payments and ignore foreclosure notices. Throughout XXXX and XXXX I have had multiple over hour long conversations detailing my experience with loss mitigation and always receiving the same verbal resolution - someone will call me back ; the file is missing information ; etc. etc. I explain over and over that have never been contacted for additional information and that the modification was granted and payments have been made monthly. Last week I received a letter dated XXXX from a law firm that was retained to collect and manage my debt now. I called loss mitigation this morning and was on the phone for almost 2 hours, asking for resolution. It was explained to me that although no one from a supervisory stand point could talk to me an email was sent requesting a call back and research was being done because of all the miscommunication and lack of resolution on my file. I was given a supervisor name. I requested to hold until resolution was able to offered and the line disconnected. I called back. Went through the backstory again. Was given a phone number for the " supervisor ''. They could not transfer me. I called that number and it is not a working number. I called back a third time and went through verification again with my explanation of what I was looking for. Again I was told that an email would be submitted and I should receive a call back. At that point I called the law firm and left a voicemail for the person that they say is in charge of my file. 
XXXX for calls to loss mitigation : XX/XX/2022 XX/XX/2022 XX/XX/2022 XX/XX/2022 XX/XX/2022 Never have I spoken to anyone after a promise to follow up. In looking back at my voicemail log - I received a XXXX second garbled message with no name or instruction on XX/XX/2022. I assume that was regarding the lawyer letter but that is just an assumption. 
I have issued payment consistently monthly for a year with another cut check pending XX/XX/2022. I need help.

Company response to consumer: Closed with explanation