Consumer complaint received 2024-08-15
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: ALLIANT CREDIT UNION (IL)

The initial process of Loss Mitigation began XX/XX/XXXX. I submitted the required information with little or no feedback. When I finally am getting to talk to them, because they keep insisting to submit all documentation through their portal, they ask for me to resubmit the documentation. I have submitted numerous applications that at one point, I started to resubmit the application with current date added, to show that I have been submitting. I have sent in every document they have requested, i.e. tax return, bank statements, mortgage statements and hardship letters. A sale was scheduled in XXXX of XXXX but we were able to get an emergency postponement from the court. I continued to resubmit my application and also provided a written request for a reinstatement amount to be paid. I have never been given this number. Every time I would submit my complete application, I would be mailed a new blank application to complete with the same requirements I have been submitting. Anytime, I spoke to the mitigation department, they would tell me that my file was " incomplete '' and that a letter would be generated and sent to itemize what else they needed. Towards the end of XXXX, I finally, I have been able to get specific information verbally. Each time I immediately sent them the " updated '' information within 24 hours. After that, when I called to followup they would tell me that, it takes 5-7 days to review the application. 

I have been using their website portal to upload the requested information. I have also resorted to mailing the documents via certified mail as well as via fax. No method of communication has been successful. For the month of XXXX alone I have been compliant with their requests with no success. On XX/XX/XXXX, I was advised to keep sending updated bank statements, profit and loss statements as well as mortgage statements as the application is being reviewed. They also told me to contact the " foreclosure '' department and submit written request for a postponement of the sale. 

On XX/XX/XXXX, after several calls to the foreclosure department and communications with Loss Mitigation, I was finally informed by the foreclosure department that my request was denied, They stated they had no record that I have been working with Loss Mitigation. Immediately, I contacted Loss Mitigation and they told me to submit current home owner association fees and updated XXXX & XXXX statement ending XX/XX/XXXX with the XXXX bank statements and XXXX mortgage statements. 

XX/XX/XXXX, I confirmed with Loss Mitigation that my additional documents were received and they would immediately review and to call back 3-4 hours. When I called back, I was advised to provide a letter of explanation of why I do not have a W2 or 1099 for XXXX. My submission included a statement that my income is reported via a XXXX statement on my corporate tax return. I provided a copy of the XXXX for further review as well as a publication from IRS defining the XXXX schedule and what it represents. 

On the morning of XX/XX/XXXX, I spoke with Loss Mitigation and they confirmed receipt of the information. I was advised by the agent that they would review the additional documentation and send a message to the Foreclosure department to let them know a Loss Mitigation application has been submitted. I reminded them that a sale was scheduled in the afternoon and was told to call back in a couple hours. 

I am going to lose my property. This could have been avoided if there were no constant delays and resubmission of multiple applications. In addition, the mortgage company would not disclose a reinstatement amount and would not accept any partial payments.