Consumer complaint received 2023-01-10
Company: ALLIANT CREDIT UNION
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am aggrieved and concerned that Alliant Credit Unions ( ACU ) negligence and inconsistencies in informing me of their requirements for their XXXX XXXX XXXX XXXX has put me and my family in danger of foreclosure. In XXXX XXXX XXXX, I applied for the special forbearance program which provides options for homeowners that are facing the early stages of delinquency or have experienced short-term financial hardship as a result of the COVID-19 pandemic. I was informed that I was eligible for this program, and this program stated that no fees would be assessed and there would not be any negative credit reporting during the forbearance period. I confirmed this when my credit report showed on time payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Despite this, I soon began to receive automated calls daily from ACUs Collections Department inquiring about payment. In XXXX when I received a call from a ACU Collections representative who asked when I would be making my past due payments, I reminded them of my participation in the Covid Special Forbearance Program to which I was confirmed to be eligible for. To my surprise, the representative had no record of my eligibility. After further investigation with XXXX XXXX XXXX  the representative informed me that I had been removed from the program because my signatures were digital and not wet signatures. I explained that not once did any representative inform me of wet signature requirements. On a later call I was informed I was never part of the program. I have completed all documentation twice, I have also now submitted this application for a third time, with all the necessary wet signatures, yet I have incurred three missed mortgage payments. I have now received notices of foreclosure and ACUs negligent process has put my family at risk of losing our home. As a result, I plan to pursue appropriate legal remedies in order to protect myself and my family from the detriment caused by ACUs negligence and inconsistent approach in helping me and other homeowners seeking the XXXX XXXX XXXX XXXX. I am also deeply concerned that I may have been discriminated against considering the fact I was led to believe I was in the XXXX XXXX XXXX XXXX and then finding out I wasn't and now I'm on the verge of losing my home. Also, I just received a update on my application today XX/XX/XXXX that it is still incomplete requesting signed copies of my tax returns even though I already provided them wet signature copies of my tax returns days ago. The documentation informed me to contact my single point of contact which is my underwriter, there was a phone number with a extension. I called the number and spoke with the ACU representative who informed me they can not transfer me to my dedicated single point of contact because they are extremely busy. They did say it is not fair to me the customer when the documentation says I can reach out to my dedicated single point of contact. Again this is just another instance of negligence and inconsistencies of Alliant Credit Union 's process of handling those in need of assistance. Also, I know for a fact Alliant Credit union records all the conversations I've had with their reps as I'm prompted every time I speak with a rep and everything I'm saying in this response will come out in those conversations as well.

Company response to consumer: Closed with explanation