Consumer complaint received 2019-09-26
Company: Movement Mortgage LLC
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I began my process of loss mitigation with XXXX XXXX in XX/XX/XXXX when I began to get behind in my mortgage due to being under employed, having a reduction in pay due to a job change that took place in XX/XX/XXXX. Since XXXX my file with the mortgage company has been closed several times according to them after the file was closed for missing documents. I have emailed and mailed documents to them and would be told that they were never received. 
In one of my most recent conversations/interactions I spoke with a representative named XXXX ( not sure of spelling of name ) on XX/XX/XXXX, of the loss mitigation team to follow up on a submission of documents I had submitted by emailed on XX/XX/XXXX via email. During this call I was told that they were only missing two documents, XXXX statements from XX/XX/XXXX to date ( this had been submitted in the XX/XX/XXXX submission ) and two bank statements ( requested documents had been submitted on XX/XX/XXXX & XXXX ). I had submitted one statement earlier only to call two weeks later to get an update on my file to be told that my file was closed again for missing documents ( XXXX statements and an account statement ) which I was never told was needed. I called on XX/XX/XXXX and was told that my file was closed as of the day before XX/XX/XXXX and that my processor had changed again. I requested a call back from the processor at that time, but I have not received a call from a processor. I received a call from the collections department regarding my payment and was informed that foreclosure documents had been ordered on my account. 
On Monday XX/XX/XXXX I called to do another follow up and spoke with a representative name XXXX when I was informed that my file was actually closed on XX/XX/XXXX because my packet was not complete. I inquired what was needed in order to make my packet complete but the representative never gave me a direct answer, she just kept repeating that they needed the missing items and that would make my packet complete. I continued to explain that I was unaware of the missing items because I was never notified of what was missing. When I arrived home that evening ( XX/XX/XXXX ) I had received a packet dated for XX/XX/XXXX requesting the documents mentioned above ( XXXX  statement and one bank statement ). On XX/XX/XXXX I received an email with a list totally different than what I was told on the phone the day before and it didnt include the items that were stated why my file was closed on XX/XX/XXXX. 
On XX/XX/XXXX I submitted a full updated packet that was received on XX/XX/XXXX. On XXXX XXXX I received an email requesting NEW information regarding documents I had been sending since I began this process. Information is now being requested for an account on my daughter 's pay stub that has never been asked for. I was also asked to include as my income my mother 's XXXX income because I am listed as her beneficiary. Her awards letter was submitted early in this process but I am just now being asked to include it as MY income, which I do not understand.

Company response to consumer: Closed with explanation