Consumer complaint received 2022-06-07
Company: Village Capital & Investment LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX we were told by our previous mortgage company, Village capital, that we could apply for a forbearance and that it would not affect our mortgage. We agreed to the forbearance three months went by and the pandemic got worse. So rather than Village capital answering phone calls they had an automated message saying to press a button and we could get an additional three months of forbearance. We contacted Village capital over and over again to ask questions about this forbearance and never got answers. This took place for a year. Once the pandemic began to slow down in XXXX Village Capital started back answering phone calls. Not only did they answer phone calls but they were making phone calls as well. And when we finally got an answer they told us that we were in default and we owed them {$30000.00} along with our next mortgage payment. We were never informed about the forbearance putting us behind and we were never informed that we would go into foreclosure due to the number of forbearances we dealt with. We turned in documentations and went through the loss mitigation process in XX/XX/XXXX all the way to XX/XX/XXXX. And we turned in every document they asked from us and they were not satisfied. We contacted their customer service and the customer service couldnt even tell us why they were not satisfied with the documents we provided. We gave them exact information that they requested and they continue to tell us that it was incomplete. We were given different information every time we talk to customer service. We were told that the person that was supposed to be our point of contact that we could not contact her. We tried over and over again to get answers on why our loss mitigation process was not going through and even the customer service couldnt figure out why they were not approving us. And so out of the blue one day the customer service told us dad we had run out of time and the Foreclosure process would continue. At the end of XXXX we were contacted by another customer service agent a village Capital and they told us that they were going to give us another opportunity and put us in a modification plan. We were told that we would have to sign the papers for the modification and that they were sending them in the mail. Two weeks went by and nothing was sent to us. I try to contact Village Capital and no one would answer my phone call. Two more weeks went by and still received no documentation for a modification plan. Another week went by and it was XX/XX/XXXX of XXXX and we were sent a letter saying that Village capital was transferring our mortgage to another mortgage company call XXXX mortgage. So we had lost our opportunity to finish our modification plan because rather than completing the modification plan before sending our mortgage to another company they left a modification plan undone. So when we were turned over to XXXX mortgage on XXXX XXXX we were told by XXXX mortgage that the option of Modification was no longer available because we did not sign papers about modification with our previous mortgage company in Village Capital. But again with XXXX mortgage they were giving different information as well. One person told me that we did not qualify for the modification because we did not sign papers with the last mortgage company. But a gentleman I spoke to said that we qualified for the VA modification plan and that he was going to put an application in for it. While in the process of waiting for the modification somehow we were put in forbearance with this company! They did not have our approval they did not ask us if thats what we wanted they did not even discuss this option with us! If they did I would have told them no because of the mess that we are in now due to forbearance. So illegally XXXX mortgage put us in forbearance! Not only did they do that but they told us that our loss mitigation process was incomplete. There shouldnt have been any loss mitigation process because we hadnt started any process with XXXX Mortgage. They told us that our forbearance process was running out and that it started on XX/XX/XXXX but we werent even with this mortgage company on XX/XX/XXXX. So Im trying to figure out how did they start a forbearance process when we werent even with them?? They can not say that it pulled over from our last mortgage company because we werent in forbearance with the last mortgage company.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation