Consumer complaint received 2021-04-20
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Mortgage Lenders Investment Trading Corp (FL)

We can not get a copy of our forbearance agreement, even after several requests, which is preventing us from refinancing our home. We paid another lender an application fee and an appraisal, which has now expired, since our mortgage handler ( RP Funding ) would not originally issue the payoff amount and now will not issue a forbearance agreement, which our new potential lender needs in order to refinance. 

We requested forbearance from RP Funding in spring XXXX, were approved for forbearance via email on XX/XX/XXXX ; however, we have never received a copy of our forbearance agreement. We called, emailed, and sent secure messages through their website on multiple occasions ; however, no one can provide the agreement. We are since out of forbearance and paid in full. 

In XX/XX/XXXX, we tried to refinance our home with RP Funding, but we could not get a call or email back regarding refinancing. Therefore, we went to another company, XXXX, in order to refinance. XXXX said that the needed a copy of our payoff amount of our current mortgage so we signed a release letter for them to get a copy of it. However, they were not able to get a copy of it so we tried calling multiple times in XXXX, XXXX, XXXX of XXXX and were never provided one. I did not keep track of these calls as XXXX said we should close on the new loan in XX/XX/XXXX. 

Then XXXX said that they needed a copy of our forbearance agreement. My husband and I have contacted RP Funding via phone, email, and sent messages through the RP Fundings secure website, requesting the forbearance agreement from XXXX XX/XX/XXXX, and RP Funding either says that they will send us the forbearance agreement or that we should contact another department. We have contacted all the departments that they have told us to, including Customer Service, XXXX Department, and the XXXX XXXX Departments, but no one ever sends us the agreement. ( It should be noted that the XXXX XXXX Department only has a phone number and does not have email or secure message transmittal options. ) On XX/XX/XXXX, RP Fundings XXXX XXXX Department said that there was not a forbearance agreement on file and that they would have to draft one. They promised that they would send it to us again via email by XX/XX/XXXX ; however, we have still not received anything. 

In addition, we found out that RP Funding sent negative notices to our credit reports even though we were in good standing when we requested forbearance in XX/XX/XXXX and were approved for forbearance on XX/XX/XXXX via email. Since we requested to have them reverse the negative reports to our credit scores, they have allegedly fixed our credit reports as this protection was supposed to be covered by the CARES Act since our loan is a XXXX loan. 

We have been out of forbearance for months, we have paid off the forbearance amount, and they keep promising to get us a copy of the agreement by certain dates ; however, we never receive anything. This lack of action is preventing us from refinancing our home.