Consumer complaint received 08-02-2017 about Mortgage (VA mortgage) with 360 MORTGAGE GROUP LLC (VA).
Issue: Struggling to pay mortgage

Complaint: My issue is with 360 Mortgage Group. They are engaging in unethical behavior and conduct relating to the servicing of my VA mortgage loan. I am facing a foreclosure sale date on my home on XX/XX/XXXX because they have refused to speak with me, work with me, or consider any options to resolve TWO MISSED PAYMENTS. I suffered a true financial and XXXX hardship when my wife went throughmedical issues and was hospitalized and was unable to make my mortgage payment for two months. I reached out to 360 Mortgage Group to try and resolve this matter and it has been completely silent. I  have never been able to talk to a live human about my situationI have never been assigned an account manager, I have not been able to get a review opened of my current financial circumstances to see what could be worked out to resolve my late payments. Every time I call I am sent to voice mail and have never received a returned call. I have tried to submit mortgage payments but 360 Mortgage Group has sent them back. I was only TWO MONTHS BEHIND and now I am in foreclosure! This is wrong! This is a VA loan, there are rules and guidelines and protocols that must be followed. I cant believe this is happening, and I am writing this letter to open a formal complaint and dispute and to make you aware of how this company is handling the servicing of my loan. This is an avoidable foreclosure, but they dont seem to care. I bought my house about 6 years ago and refinanced into a VA loan to lower my monthly payment. I served in the XXXX XXXX for 20 years, and have worked as a XXXX XXXX for the last 10 years. My wife had worked as a XXXX for 24 years but has been having XXXX XXXX issues and is no longer able to work. She was diagnosed as XXXX and could not focus and we have been overwhelmed with medical bills and costs. There was a mistake in her level of medication and she was admitted to the XXXX XXXX for a time so it has been serious. Due to this fact in XX/XX/XXXX of 2016 I  could not make my mortgage payment for two months. At that time I began trying to contact 360 Mortgage Group to see what we could do to fix this. No one would respond, so I sent in a payment. It was returned. The next two months the same thing happened. I tried to send in a payment and 360 Mortgage returned it. I tried to talk to one of their agents to find out how to fix this matter and just was sent to voice mail. There were no returned calls and no contact. This is a violation of the protocols set in place for VA loans. I know that I have a right to be reviewed for modification, a restructured loan or at least a repayment plan. I dont know why they are treating my family this way, it is not fair. I need some help here in order to at least get this company to negotiate and deal with me. I can afford my monthly payment, I have tried on multiple occasions to resume making mortgage payments but they are refusing to deal with me. It seems that they are interested in cashing in and having the government reimburse them after they foreclose on me. Please intervene, this is wrong and help me work something out with 360 Mortgage Group. They are engaging in unethical and improper conduct relating to the servicing of this VA mortgage loan.

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