Consumer complaint received 2025-11-12 00:00:00
Product: Mortgage — FHA 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: Movement Mortgage LLC
State: TX

Complaint narrative:
Shortly after signing my mortgage with movement mortgage, I lost employment. I had only made my first payment when I took a job in the oil field. on the first day of this job loss and mitigation had called me to help me apply for a repayment plan and other mortgage assistance. I informed the rep I was speaking to that I had just started my first day at my new job and as a trucker, we dont work hourly and I could not give a solid answer on what my income was at that time. the rep insisted that i needed to guess so that she could submit this application, I told her XXXX gross per week, because that is not unusual for my career field at my experience level. The loss and mitigation rep with Movement Mortgage then informed me to NOT make any payments until after the request had processed. That didnt sit right with me and I said so to the XXXX She then double checked to see if i would still be able to make a payment and she pulled up the payment screen and was shocked to find that i was still eligible to make payments and informed me that as workers they are advised by Movement Mortgage to advise borrowers to not make additional payments. This information allowed me to make the second half of my first payment. After that, a couple weeks later I had not been paid for at least XXXX full weeks of work and left the oil field job for a more reputable company, back to over XXXX XXXX truck driving. I still have not been paid from the oil field company but I am in communication with the owner trying to get paid on lost wages, I would rather take to court, but as I have informed the loss and mitigation reps at movement mortgage several times, that a forbearance would greatly help me in this time, but given only XXXX options, I choose to keep my home and at this time i did not have money to apply to my late XXXX payment. During this switch to the reputable XXXX trucking job I called loss and mitigation at Movement Mortgage to update them of the change, just to keep them notified but my application for assistance was still processing. When i called in on the XXXX day of the application I was informed that the application was still processing and the deadline for the decision was extended by up to XXXX weeks because the FHA allegedly had made modifications to the application requirements. I was assured by a loss and mitigation rep that there was no reason she could forsee for me to be denied. A few days later i was denied and informed that if i wanted to appeal that needed to appeal by XX/XX/XXXX. I informed that I am an OTR ( over XXXX XXXX ) truck driver and i do not have access to my mail on a regular basis. I was emailed the copy of the denial letter. When i saw the reasons for denial I felt very misrepresented and knew I needed to appeal. I called in to Movement Mortgage to find out how to apply for an appeal since i am and XXXX truck driver and have limited capacity to read since XXXX XXXX typically XXXX miles a day. I explained my situation again to the rep in loss and mitigation named XXXX, on XX/XX/XXXX. He advised me to fill out the paperwork that came with the denial letter and send the appeal to XXXX after being the second rep in loss and mitigation to tell me several times that an appeal will be denied for the same reasons the application was. I was determined to file and appeal. I double verified the email and sent the appeal email on the deadline of XX/XX/year>. I have a copy of that email. The paperwork looked like an application for assistance not an appeal so i added a letter to the email to explain my intent to appeal. Then a week later, i had not heard anything back and i had a full payment just as i had mentioned in my appeal email and called to make a payment. I was informed that i had missed the deadline for an appeal and that there is no email to apply for an appeal and that there is a portal the call went silent and i could not hear the rep for more than a minute so i called back the next day, i was informed again that there is now a stop on my account and the full amount passed due is due and i can no longer make a partial payment. again i was told by loss and mitigation that applying for an appeal is just going to be denied again. but I was more than welcomed to apply for assistance again, then I was informed that appeals are not handled by the loss and mitigation department and only assistance applications are. What XXXX had done was instructed me how to apply for assistance to and gave me the email to customer support under the deception that was how to apply for an appeal. Movement Mortgage has directly and maliciously stripped me of my protected right as a borrower to file an appeal for mortgage assistance, deliberately causing me to miss a crucial and strict deadline for said appeal. Further more they by practice had strongly discouraged me multiple times by multiple reps from even applying for an appeal. And movement mortgage deceptive practices has directly influenced the out come of my hardship to be far greater than what it XXXX have been. I could have gotten the 6 month forbearance I believe I would have otherwise received. I have call recordings, to prove these malicious practices and an email that is time stamped on the XXXX of XX/XX/year>. Several of my encounters with Movement Mortgage violate section X under RESPA to the best of my understanding. I am currently seeking legal representation, because more than anything i am doing everything i can to keep my home. It is more than sentimental. I survived XXXX XXXX  and worked XXXX long hard years over XXXX XXXX trucking not feeling any stability or security, so I bought the property next door to my family the only place I feel protected. I can not attach call recordings to this, but i will attach, if i can figure this out, the email i sent. I Do not have the means to make a full extra payment to my mortgage a month. and the denial letter was contradictory. I felt misrepresented because under forbarance i was denied because " the issue had resolved itself '' and the issue has not been resolved. and denied for repayment because they could not prove that i made enough money to carry the loan, but noone even asked for any documentation of any kind. it is clear to me that this application process was never about getting me, the borrower assistance that i have a legal right to. I was however discouraged from exercising my legally protected right for and appeal and as XXXX rep said, " they are told to advise borrowers not to make a payment during processing of application for assistance '' It appears that Movement Mortgage by practice is rooting for foreclosure.

Company response to consumer: Closed with explanation