Consumer complaint received 2024-02-29
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: AMERICAN ARMED FORCES MUTUAL AID ASSOCIATION (FL)

I am writing to address the ongoing mishandling of our mortgage assistance application and subsequent interactions with AAFMAA, which have left us deeply dissatisfied. 

Our initial contact with them on XX/XX/2023, was prompted by urgent circumstances, including a recent family bereavement and loss of income. We informed them that we had exhausted all available credit card resources to meet our financial obligations and requested their immediate assistance. The representative we spoke with assured us of a three-month suspension of mortgage payments, with the deferred payments to be appended to the end of the mortgage term. Subsequently, they sent us a mortgage assistance application and demanded an extensive array of documents. Despite our persistent efforts over the ensuing months to furnish them with the requested documentation, we encountered significant difficulties ( i.e., they were losing the paperwork, or the files did not upload correctly ). Regrettably, while we managed to make payments, they consistently fell overdue, surpassing the first-of-the-month deadline, and were made toward the end of the month. 

Despite assurances from their representative regarding a three-month suspension of mortgage payments and our diligent submission of requested documentation, we have encountered consistent obstacles throughout this process. At the end of XX/XX/2023, I contacted the company and demanded to speak with a manager. The manager acknowledged the misinformation provided by their staff and the deception endured over three months. However, despite this acknowledgment, they refused to extend our mortgage by three months due to it being a VA loan. This was an important piece of information that their representatives should know, especially since they pride themselves as a pro-military/veteran lender. I received apologies for the misguidance from their customer service representatives, but this does not excuse the lack of accountability for the misleading information provided. 

All this time, since XX/XX/2023, we have faced persistent challenges in managing our payments, often resulting in payments made towards the end of each month. While we acknowledge the waiver of late fees during this period, this month we are dismayed by the denial of our request to adjust the payment due date, which has resulted in additional financial strain in the form of a {$160.00} late fee. 

Furthermore, the rescindment of the promised three-month extension on our mortgage, initially communicated by their representatives, is both unacceptable and indicative of a lack of accountability within your organization. Such inconsistencies in communication and subsequent refusals to accommodate our legitimate requests reflect poorly on their company 's professionalism and integrity. 

As the spouse of a 100 % permanently and totally XXXX veteran, I expect said company to honor its commitments and treat us with the respect and consideration we deserve. We demand immediate action to rectify these issues, including the waiver of late fees incurred and a proactive effort to find mutually beneficial solutions to our financial challenges. Despite sending them an email, as promised, they have failed to respond within the agreed-upon timeframe.