Consumer complaint received 2022-10-25
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: EVERBANK, NATIONAL ASSOCIATION (PA)

Hello ... My name is XXXX XXXX. I've been a resident of my home since XXXX. I paid my mortgage consistently until XXXX ( despite going thru a VERY nasty divorce during that time ). However in XXXX, I was forced out of work for 2 yrs due to a legal issue regarding my son. In XXXX I obtained employment and attempted to modify my mortgage... was approved but was laid off 6 months later leading to default. As a resolution, the NEW lender TIAA put me in a 2 yr repayment program however the amount we initially agreed to vs the final amount they came back with varied by a large margin causing a significant strain that wasnt maintainable ... I asked for help to something more reasonable and they declined to do so..at that point, I was forced to default but attempted to short sale the property as I felt out of options ... .however, TIAA rejected multiple offers with no counter proposal and the buyer walked... so the process started again ; and then the pandemic began which forced me ( like millions of others ) out of work for nearly 2+ yrs. In the meantime I started an XXXX and attempted again about a yr. ago to do another modification however, after getting conflicting information regarding documents sent and received the process stalled. In the interim, I continued to build on my business and pay down other debtors, And am attempting yet again to do a modification. 

That said, I called XXXX on XX/XX/XXXX, Spoke with XXXX, requesting a packet and was told by her it takes 2-3 days to be processed but once an XXXX gets the file, they can request a stop be put on the sale date ... I was told I would receive my packet within 7-10 days..the first week of XXXX upon not receiving it..I called again, got another person who stated they would send it out same day but that I could also pull it from online ( however I don't have access to a Printer as I do everything digitally ao woukd be hard to wet ink ). On the XX/XX/XXXX, the modification package finally came ( both did ). I gathered all docs requested including Hardship letter, explanation for no tax returns ( new XXXX  as well as pandemic the yr prior ) ... and 3 months of statements for both business and personal... compiled that information and completed the modification application..I called on XX/XX/XXXX prior to submission to confirm I had everything BUT was told I couldn't be helped because it wasnt enough time which was confusing... and was advised to contact alternative solutions and mortgage agencies for further help. So, I reached out to XXXX and XXXX for help.XXXX  scheduled a consult and confirmed based on same submitted docs I more than qualified financially for a modification ... furthermore brought to my attn that the documentation that came DIRECTLY from XXXX states that so long as my documents were in by XX/XX/XXXX ( see attached ), assistance would be provided ( which conflicted with what I was told on XX/XX/XXXX ). So, I submitted the packet in full on Monday XX/XX/XXXX, following up to confirm on XX/XX/XXXX and was advised by XXXX that some dates and small pieces of unfilled info needed to be completed along with a copy of my letter showing the tax extension I filed for my XXXX. I resubmitted all of that information on XX/XX/XXXX. I followed up.again and was told it takes 24 hours to show up but that I couldn't be helped until then. I called on Monday XX/XX/XXXX with a 3rdbparty present for an update and was told the documentation was in but that it hadn't been updated on their end but that it would be escalated. I called again today and with another 3rd party present, was told they didn't even have any information in the file for me and that now it takes 30 days to decision ... I then had the call escalated and got a supervisor named XXXX, who was alot more helpful tho he even initially said he didn't see it either but upon digging in eventually found it, and that it still hadn't been submitted to the processor for the XXXX to review MEANING it sat 2 days not even looked at or forwarded to the right folks. Eventually he did say he escalated it and would followup but now bc of the timeline said he may not even be able to help with resolution ... the sad part is, I make more than enough to handle a modification ... its time that's the issue here and the fact that I've been given conflicting and contradictory information for weeks throughout this process from a loan servicer who's suppose to help find resolution. I'm simply asking for a fair opportunity to have my loan reviewed and a modification completed especially since this is a private lender who doesn't govern by traditional govt funded ( XXXX ) property rules and regulations... .its a win win for all sides for me to remain jn the property vs TIAA losing it for pennies on the dollar or me having to find a new place to call home with XXXX XXXX in the middle of a critical yrs of XXXX. Please help me.