Consumer complaint received 2018-01-24
Company: Pacific Union Financial, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Due to a hardship in XX/XX/XXXXI fell behind on my mortgage. I decided to try and apply for a loan mod with my mortgage. On XX/XX/XXXX I spoke to my mortgage company in regards to the status of the loan mod. The person I spoke to told me that the loan mod was looking good and I had nothing to worry about. I had sent half of a payment to try and avoid falling to far behind. When I spoke to the mortgage company I was advised to not make anymore payments for any reasons what so ever. This caused me to fall 2 more months behind. In XX/XX/XXXX I received a denial letter for the loan mod and was told I was headed to foreclosure. I was told that the information that was given to me on XX/XX/XXXX by the mortgage company was incorrect and that person had since been terminated. I was told I could reapply again for the loan mod so that is what I did. I kept getting documentation that I was missing paperwork. I kept sending them what they were asking for and they kept giving me the run around. This happened two more times. FinallyXX/XX/XXXXwe received foreclosure notices. We followed the instructions to call the counsling center of XXXX county. They proceeded to help us with the 4th attempt at a loan mod. A few days ago I received an email from them stating that our loan mod had been denied and our window had expired to file an appeal. That left us with zero options other then to do a short sale or deed n leiu. We were told during this process with the counsling center to ignore any calls, emails or letters from our mortgage company until the loan mod was submitted and our decision came in the mail. That is what we did. We never received the denial/approval letter so we assumed everything would go to the counsling center. Well it did and we were n't notified about our denial until it was to late to appeal. One of the denial reasons was we would never be approved for a loan mod due to not making 12 payments on the loan. This was never brought to our attention when we filed 3 other times which in turn caused us to be this far behind. Everytime I spoke to the mortgage company to try and fix the situation all they kept telling me was there is nothing we can do for you. Unless you pay the rears in full foreclosure is the only option for you. No one at the bank would even consider any other options for us. I am a first time home buyer so all of this is something I have never dealt with before and I was seeking the help of my mortgage company through this whole process and they were not willing to work with me. I put my trust in the counsling center in hopes I had finally found someone to help me through this and the only response I received from her was " I do n't know what to tell you '' My complaint is my bank giving me false information, not willing to work with me to correct the situation, not informing me that there had to be 12 payments made in order to get a loan mod, not contacting me in regards to my home going into foreclosure while in the process of two loan mods, and not contacting me via mail, email or phone to tell me I was denied a 4th and finding out after my right to appeal had expired. I feel I was violated of my rights and I feel I was mislead during this whole process from day one and now put into a situation I am not sure I can get out of. I have XXXX  kids I can not lose my home due to neglagence of my bank. I take full  responsibilty for defaulting but I was also ready and willing to make up the month and a half I was behind at the time but was advised not to. I need help saving my home.

Company response to consumer: Closed with explanation