Consumer complaint received 2023-05-23
Company: SUN WEST MORTGAGE COMPANY, INC.
State: TN
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/2023, I had emergency XXXX and was places on XXXX through my employer. In addition, fighting a child custody case which caused me to have to pay attorney and medical fees to ensure to the stability and overall wellbeing of my son. My employer determined they weren't not going to continue my employment as XXXX  is a right to hire state and because I was a contractor salary employee. This caused my husband to have to end welding school early to obtain employment to continue income. He is also in the military and has been activated on several occasion in the past 6 months which has cause financial hardship. Upon my recovery and release from my physician, I began new job. We were behind on payment but got XXXX and XXXX paid and caught up quickly. I kept in communication with the mortgage company. I asked about my options, the representative discouraged it and explained that it was a lengthy process and they would work with me and to keep them posted on my financial situation. Then I check my credit report were they had reported missing payment and I had to pay two months of last charges. I contacted the company to submit my complaint and how I was unaware that they would report it after I was under the understanding that they were working with me as I seemed to believe it was a temporary financial hardship and we would be able to get on tract quickly. I explained that if I was aware of the impact on my credit. I could had made arrangements or submitted documentations to justify why my payments where late. The company was very rude and unhelpful. Offering no solutions. Once again, the agent mentioned completely the form but told me that they take more than 30 days to get approved and it would still negatively impact my credit. I do not have internet access or printer access to complete the forms and the forms do not have the ability to be completely online. They also starting calling me multiple time a day to remind me of my next payment due date and harassing me about enrolling in auto bill pay while I was working to make the money which I expressed how I did not appreciate these harassing phone calls and how the agents made them sound urgent and I would call them back and it would be about that. The agent told me because I had missed a payment I was flagged and added to this call list. I expressed my disatification with this because it was wasting time and harassing me while I was trying to work to ensure that I did not miss another payment and how I was frustrated that they impacted my credit where I could have qualified for a hardship. My family us simply just trying to get adjusted to new jobs and our family situation. I have had 2 previous mortgages in my life through other companies and never have I experience this time of customer service. They simply don't care want your money, offered no solutions, and have made the entire situation worse. Now we are in a situation where we are going to be late on this next payment due to additional legal fees and illness. I have emailed the company and reached out to many XXXX  resources to find a solution on my own. I am just simply disatified with this company and do not want to call them to fight with them where they offer no options, solutions and them it will just lead to more harassing phone calls. I would not recommend this mortgage company to anyone and once I can get my credit recovered and income stable. I will be looking for a new mortgage company to take over this VA Home Loan.

Company response to consumer: Closed with explanation