Consumer complaint received 2017-04-30
Company: Guild Mortgage Company LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
In   XX/XX/XXXX  I  entered into a payment arrangement with  Guild  Mortgage because I had fallen behind in my Mortgage. I had stated at the time that I had fallen behind due to issues resulting in   short term    XXXX  as well as the fact that I had lost my job. At the time of entering into this agreement with Guild Mortgage I had fallen 9 months behind in my Mortgage which is was  XXXX  not including late charges and other fees associated with taking this repayment plan. There were also late fees of I believe are  XXXX  per month. I agreed to pay  XXXX  a month to  Guild  Mortgage to get my loan caught up startin g  XX/XX/XXXX  goi ng to   XX/XX/XXXX . I  have stayed on this plan since agreeing to pay this amount.     This agreement has language in it that states that I can not be late on a payment or the whole loan or past due amount would become due. For the month of  XXXX  I sent in the wrong amount for the loan payment and  Guild  Mortgage returned my payment to  XXXX   XXXX  which caused my loan to be late. I contacted Guild mortgage to find out why my loan payment was returned and that is when I found I had sent the wrong payment amount. No call or anything just sent it back. Not sure if I have a Special Point of Contact, it is always someone different when I call in. The same day  I  called Guild I had received a letter in mail stating my whole past due amount was due because I was late with the correct amount of the payment. I called Guild Mortgage back and asked why they were calling in my loan and was told because it was late to which I explained the payment was in but the wrong amount was sent. That I was sending the loan payment back in with the correct amount. They agreed to this   so I sent in the paymen  t  which was now into  XX/XX/XXXX  later that month I sent in  XX/XX/XXXX  payment and I was still on    schedule to pay loan off on the agreed upon time schedule.
For my   XX/XX/XXXX    payment I f  ound mys
elf again with some issues as we got hit with a hail storm and my vehicle was damaged   really bad
and had to be fixed. also my association fees became due in my subdivision these took up monies   put aside for Mortgage. I called Guild to let them know my situation and was told I could not be late but once according to the VA. I said I would make payment on  XX/XX/XXXX  for   XX/XX/XXXX  and Pay  XX/XX/XXXX   payment before the end of month. I was told this was against the VA policy. I then asked for the number to the VA and was told I would have to google it.     I understand that  Guild  Mortgage is a business and they have to be paid but this company appears to be more interested in foreclosing on my loan than truly allowing me to to catch this loan up. I have paid this loan down from 9 month delinquent to 2 months if they were to accept my payment and let me catch this loan up fo r  XX/XX/XXXX .  Since I have fallen behind have received more threatening mail and phone calls than advise and counseling to get through this loan situation. Their solution is calling loan in or forcing me to go down the path of loan modification which is not an option. I will have this loan back on schedule by   XX/XX/XXXX  as  planned. This is a VA loan and I am an  XXXX   XXXX  veteran and I am just asking for an opportunity to live without the fear of losing my home. The plan will still be on track through the month of  XXXX .   It appears to be an excessive amount of fees associated with my loan and these fees has have taken up money that could be going toward my loan. I have not received a print out of these fees, but they appear to be excessive.     I feel as though I am being forced into foreclosure by this companies action. Do not feel as though I am customer, feels more like nothing more than a debt collection agency. Customer Service Level is about the same.     I am also going to contact the  CEO  of  Guild  Mortgage,  XXXX   XXXX   XXXX . This can not be the vision of this company that she has in mind. I feel as though I am abused as a customer and am being offered no real assistance, the very minimum assistance has been offered to satisfy regulators only. Retaining life long customers does not seem to be in their customer service model.

Company response to consumer: Closed with explanation