Consumer complaint received 2021-05-13
Company: PLAZA HOME MORTGAGE, INC.
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
My mortgage was in CARES Act mortgage forbearance starting XX/XX/XXXX. In mid- XX/XX/XXXX, I called the lender and stated I was ready to continue payments and end forbearance. The lender stated to begin making payments when I was able and to complete the COVID forbearance payment resumption application. I resumed payments in the beginning of XX/XX/XXXX. 

In XXXX, I received a letter stating that I was approved to enter a trial period plan in order to be approved for a modification. The trial period payment was {$1900.00}, ~ {$330.00} more than my mortgage amount. Additionally, the letter contained very few details regarding what this meant, what the modification entailed, and what were the options if I couldn't afford the payment. The letter also stated that a mailed response had to be received by XX/XX/XXXX, only ~13 days after receiving the letter. 

I called the number provided to speak with my " Relationship Manager '' so I can get more details on the trial period and loan modification. Upon calling, I had to set up a phone appointment with my " Relationship Manager ''. There's no direct line to communicate with a " Relationship Manager ''. My appointment was scheduled the about a week later. After missing the first call, I attempted to call back, but the number was to a general line and I couldn't be connected to the Relationship Manager. I had to set up another appointment the following week. I continued to make monthly payments at my original mortgage payment of {$1600.00}.

During my initial call appointment, I spoke to someone who wasn't my assigned " Relationship Manager ''. I asked questions and wanted more clarity and details of the trial period and modification. The representative couldn't answer my questions and set up another appointment.

Ultimately after several appointments, I still couldn't get any of my questions answered and my trial period offer expired. Because I didn't respond to the trial offer by the deadline of XX/XX/XXXX, I was moved out of forbearance, my XXXX payment was returned, and the missed payments are being reported to the credit bureaus. The representative stated I can reapply ; however, after I reapplied I received a letter stating the trial modification is still active. Additionally, I never spoke with my assigned Relationship Manager. 

My questions were : o What if I can't afford the trial period payments, can they be reduced to my original payment price? 
o I've been making payments since XXXX, can those payments be included or retroactive as part of a trial payment? 
o If I don't accept the trial period payments, are there other options on the table? 
o What options were evaluated and why the loan modification, are there other options we can explore? 

My following complaint is for : o requesting lump sum payment if the trial period wasn't accepted o reporting missed payment to the credit bureaus after returning my payment o unable to discuss how to remain in my home without making a lump sum payment o the short amount of time to respond to the trial period offer o allowing the trial period to expire while I had an open inquiry regarding the trial period o Lack of information in the initial trial period letter. 
o the significant increase in payment for the trial period o Lack of being able to directly contact someone that can answer my questions or help me. 
o The " Relationship Manager '' wasn't necessarily available to answer questions specific to my case or discuss other available options o Lack of transparency regarding the modification o unwilling to address alternatives or options specific to my case o unable to reapply for repayment resumption because my the initial trail period is still active ( which is not active because I can't make payments )

Company response to consumer: Closed with explanation