Consumer complaint received 2025-08-22 00:00:00
Product: Mortgage — VA 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: Acrisure Mortgage Partners, LLC
State: FL

Complaint narrative:
I was authorized by FBC Mortgage in XXXX of XXXX for a special forbearance due to home damage incurred by XXXX XXXX. The representative who authorized it stated that it was no big deal, and that this is Florida, forbearances happen every year. We just tack it to the back-end of your loan and its all good. This forbearance ended in XXXX, resuming my normal payments in XXXX. 

Late XXXX, my XXXX XXXX XXXX daughter broke her leg. My wife and I could not work full hours and rotated days through the week to care for our daughter. I called in to ask if the special forbearance, that was subject to end in a few days, could be extended just one month since the healing time would be a 6-week period. The representative said it could only be extended for another 3 months. I declined to proceed, but the representative asked if I was experiencing a hardship due to my daughter breaking her leg. I agreed with her statement, and the representative said that she got me. I was not under the impression that a 2nd forbearance had been applied for at this time. 

I had not received anything in XXXX about the repayment of the forbearance, so I contacted FBC again to resume making payments. I was told by the representative that I was still in the under-writing process because of my 2nd forbearance. I expressed that I was not under a new forbearance, but the representative insisted that I was, and that the normal payments would resume in XXXX of XXXX now. I requested to make the payments, but was told that I can only make payments for the delinquent amount ( even though it was authorized ) for the months of XXXX, XXXX, and XXXX. 
During XXXX, XXXX, and XXXX, I made payments to the delinquent payments from XXXX, XXXX, and XXXX. This allowed me to resume normal payments in XX/XX/XXXX, while being considered for mortgage assistance ( through the forbearance that XXXX authorized ). 

While I waited for the decision, I continued to make early payments for full amounts and did not miss a single payment, nor were they late. During this time, I regularly checked in with FBC to keep asking when I could make the payments owed, and how long the process would take before I could go back to making my regular payments.

Every single time I called FBC, a different representative gave me a different answer. Representative 1 had a completely different answer than representative 2, 3, 4, and so on This was the most stressful and frustrating experience I have dealt with in a very long time. I continually called, and never got the same answer, nor did I ever receive insight as to what was happening with my loan. I did however, continually receive negative letters reminding me how delinquent I was, how FBC was going to foreclose my home, and constant threats that if I didnt cure the loan amount, I would be subject to legal action and foreclosure. 

The total amount owed due to the authorized forbearance was {$8000.00}. 
On XX/XX/XXXX, I finally received a consideration letter from FBC. The following decision letter ( dated XX/XX/XXXX ) had not tacked it onto the end of the loan as the representative suggested, but instead authorized me to pay ~ {$900.00} extra every month on top of my ~ {$2700.00} per month mortgage payment, equaling ~ {$3500.00} per month. 
Thinking this was a mistake, I called to ask what happened to tacking it onto the backend and its all cool, and was told that I was not considered for any other assistance, such as a standard modification or loan modification ( 30-40 year ) because this process is a waterfall type of process. So I wasnt even reviewed for the other assistance because the repayment plan is always the first one selected. If I cant make a ~ {$3500.00} per month payment, its not a big deal, they ( FBC ) arent going to make you pay something that you cant pay. Just submit the appeal and theyll consider you for a Loan Modification. If they ( FBC ) denies you for a loan modification, you still have until XX/XX/XXXX to make that first payment and accept the repayment plan The above statement is what FBCs representative told me. 

Since I had until XX/XX/XXXX ( date retrieved from letter ) to accept the repayment plan, I expressed that I would like to be considered for a loan modification ( based on what the representative stated to me ). 

On XX/XX/XXXX, I had still not heard anything about being considered for the loan modification, but was told by the VA that I would never be considered for a loan modification because the balance is too low to extend a mortgage 10 more years and it would be insane. The VA explained that the only modification that could be done would be for 40 years. 

So on XX/XX/XXXX @ XXXX, I called XXXX mortgage again for the XXXX time and explained that I will accept the repayment plan, and Ill just try to sell everything I own, work overtime, retrieve XXXX money, etc. to make up the amount of {$8000.00}. XXXX XXXX ( escalation ) was who I spoke with and explained all this to. She stated that everything would be fine, that even if I had asked to do a loan modification, the repayment plan would still be in effect until XX/XX/XXXX. So I told her over the phone, and whoever is reading this needs to listen to the recording, that I will accept the repayment plan, and will move forward with making the payment of ~ {$3500.00}, but also sell everything I can to get this over with and repay the {$8000.00}. 

On XX/XX/XXXX, I received multiple letters stating that I was being considered for a loan modification again. This information was completely contradictory to what I was told by XXXX XXXX, which was that just because I called in and said I didnt know if I could make a ~ {$3500.00} per month payment, didnt mean I would be considered for another loan modification. Because as I stated further up in my letter, the VA will not approve a loan modification over a small amount of ~ {$8000.00}. 

I saw these confusing multiple letters on XX/XX/XXXX, and called again to XXXX. I asked to speak with XXXX XXXX, but was instead sent to another XXXX in escalations who sounded like he was playing on his phone the entire time I was explaining my case. He ( who stated his name so low and fast that I couldnt understand him ) said that the repayment plan was canceled due to non-compliance. I asked when it was canceled, and he said it was canceled on XX/XX/XXXX. I asked how thats possible, when several people after him told me the repayment plan was good until XX/XX/XXXX. I also explained that I was going to make the payment of ~ {$3500.00} that day ( XX/XX/XXXX ) in which he replied that I couldnt because it was canceled. I asked how it was cancelled if I hadnt requested that it be canceled? He said it was due to non-compliance. I asked him what the non-compliance was on my part, and he stated that he would have to transfer me to loss mitigation. I asked him to tell me why the repayment plan was good until XX/XX/XXXX, it was XX/XX/XXXX while I was speaking to him, but hes saying that the repayment plan was canceled due to non-compliance what is my non-compliance?

The kid could not answer my question and instead sent me to loss mitigation where another representative blamed me for canceling the repayment plan. I told him the whole story, that I have ~ {$2200.00} extra in my bank account today ( XX/XX/XXXX ) and that Im just trying to pay my balance and accept the repayment plan. He told me I canceled the repayment plan on XX/XX/XXXX ( Which I absolutely did not ), and that it was all my fault. I expressed my frustration and asked him how to proceed, that I just want them to accept the money I was eager to pay towards my balance, and make a mortgage payment two days later, and he said he would have to restart the consideration all over for a different amount now because I had successfully made a payment for the XXXX balance of {$2700.00}. I told this representative that I wanted to move forward with another repayment plan, even though I never asked the cancel the previous one, and he submitted the request to be considered for mortgage assistance on XX/XX/XXXX. 

On XX/XX/XXXX, I received a letter from FBC stating that the mortgage assistance request ( submitted XX/XX/XXXX ) required that they request additional documentation from : investor decision ( Pending Investor Decision ). No action was required on my behalf. 

I then received another letter dated XX/XX/XXXX that states my new remaining balance from the forbearance I never wanted in the first place, was {$5400.00} and that I am going to be subject to foreclosure legal proceedings unless I make the payment in full before XX/XX/XXXX, XXXX even though my consideration for mortgage assistance was still under review. 

Finally, I receive the letter dated XX/XX/XXXX from XXXXXXXX XXXX stating that Im not approved for any assistance other than an opportunity to pursue a short sale or a deed in lieu.

The fact that I was approved for a repayment plan of ~ {$8000.00}, but now I am being denied a repayment plan of much less ( {$5400.00} ) is extremely misleading and confusing. Whats more confusing is that the stated reason Im not approved for a repayment plan is My loan is less than 61 days delinquent, which holds no weight as to why I can not be considered for a repayment plan for a reduced amount.

I ask that you reconsider this mistake, look at my payment history on this loan and see that I have made every single payment to this loan prior to the due date, and that I have not missed a single payment outside of the approved forbearance, which was offered negligently under false pretenses by an FBC representative, and that the statement my loan is less than 61 days delinquent be reexamined since the forbearance was for XXXX XXXX and it is now XXXX. 

To foreclose my home due to a ~ {$5400.00} balance, on a ~ {$750000.00} loan ( upon repayment ) is an insane mistake to make when I am more than willing to make the payments ( and financially able ) all due to my loan being less than 61 days delinquent.

Company response to consumer: Closed with explanation