Consumer complaint received 2022-05-19
Company: LAND HOME FINANCIAL SERVICES
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Land Home Financial Services Inc. services are mortgage loan. At the end of XXXX  we fell behind with our mortgage payment. We were then enrolled into their Loss Mitigation Program. Shortly thereafter, the pandemic hit, and my wife and I where told Forbearance would be good for us while they found the best way to move forward. 18 months had passed without any communication from them. XX/XX/XXXXwe came out of Forbearance,   We contacted our servicer 30 days prior to exiting Forbearance and was given four options from which we choose Loan Modification/Partial Payment. We were asked if we could start making mortgage payments again. We asked did we have to make the full payment. We were told if we were not able to make the full payment, partial payments would be fine. We were told in 30 to 60 days, a packet would arrive, outlining the Loan Modification with Partial Payment details and for us to read over sign and return. 60 days had come and gone and we still had yet to see any agreement. Not a call from anyone. Only a letter of default and one of three partial payments sent in was returned and some other persons loan documents. We called, are told to call back or someone would call us. No one calls us back so we call again, again and again. We are then told we have to complete and submit an application. They send us an application at the same time they file with the court Notice of Default Foreclosure declaring they tried with due diligence to contact us to explore options. We have submitted their Loss Mitigation Alternative Program Application with all the requested documents. We have submitted this application now for the third time. We've been denied stating they didn't have a complete application due to missing documents.(False) We have sent all the documents requested via email, fax and upload them threw their XXXX portal multiple times. On the XXXX site XX/XX/XXXX showed the application as being complete, but we are sent a letter of denial due to incomplete missing documents. We submit a new application with all the requested documents again, and the application is closed with no explanation. We have been calling them the entire time, weekly if not multiple times a week. Every time we call we are put on hold for 1 to 2 hours before we are able to talk to a person Who doesn't know or can't help us. We where assigned a dedicated single point of contact. But we are unable to reach this person, though we have requested to speak to her and have asked for her to call us back many times. We have even sent a letter asking her to please call us. We were told we would not ever speak to this person they assigned to us. She is not going to take our call nor is she going to return our call she is to busy. During all this they filed for foreclosure due to unable to contact us. Which is false since we have been calling nonstop only to be told their was no one available to call back or someone would call us back. No one has called us back. I was told Loss Mitigation was a good thing they where there to help you keep your home. This could not be further from the truth!!
We done everything humanly possible to resolve this, we done everything they have asked. Including contacting a HUD counselor and completing a session. 

Call log to Land Home Financial Services
XX/XX/XXXX - told to wait until Forbearance was over and call back

XX/XX/XXXX - Ask which option we wanted. we picked the loan modification/partial payment. was told someone would get in contact with us in 30 to 60 days and that we should receive a packet to review, sign and return.

XX/XX/XXXX - told no one was there to help us and to call back

XX/XX/XXXX - told no one was available they would have someone would call us back no one called us back

XX/XX/XXXX - told no one was available they would have someone would call us back no one called us back

XX/XX/XXXX- was told we had to fill out an application they would email us one to complete and return

Dates we called trying to find out the status of our application, always getting a different person that couldn't tell us what was happening with our application. Our dedicated single point of contact XX/XX/XXXX was never available, we asked that she call us back, she never called us back.
XX/XX/XXXX

Company response to consumer: Closed with explanation