Consumer complaint received 2024-08-14 00:00:00
Product: Mortgage — Conventional home 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: UMB FINANCIAL CORPORATION
State: AZ

Complaint narrative:
This is the letter I drafted up today, explaining the issue : Dear UMB Team, I am writing to express my deep concern regarding the handling of my loan forbearance application. Due to unforeseen medical conditions, I lost my job in XXXX last year. Since then, I have exhausted my savings, taken on side jobs, and applied for disability ( currently pending approval ). Despite being denied unemployment benefits, I have secured food stamps and AHCCCS insurance. 

Recently, I was alarmed to learn that my property is now in " active foreclosure, '' ( as of XXXX, but I only discovered this yesterday, XX/XX/XXXX ) despite my timely application for loan forbearance before the foreclosure process began ( all documents submitted by XX/XX/XXXX ). I was under the impression that submitting a forbearance application would trigger a review process, flagging my account for loss mitigation. I have diligently submitted all required documents, not once but some in the upwards of three times, due to confusion on the part of your team and issues with your document upload portal. A representative from your team told me on the phone yesterday that the portal is known to have upload issues and that emailing them is preferred. This information should have been communicated to me from the start! The processor handling my application denied my application citing " missing documents '' without any prior communication with me to clarify or confirm what had been submitted. I have screenshots and email records that clearly show the dates of my submissions. 

Adding to my distress, your automated SMS system notified me of an update on my account, yet when I contacted your team, I was merely informed of missing documentsno mention of the foreclosure status. It was only after receiving a letter yesterday that I discovered my home is in active foreclosure ( though no sale date has been set ). 

This situation has left me both furious and terrified. My home is more than just a property ; it is a sanctuary I have personally renovated with great care. Losing it is not an option. I am actively seeking remote work opportunities ( I hold a BA in Communications and have significant experience in training, communications, and marketing ) and am optimistic about securing a position soon. I simply need time and grace to get back on my feet. 

I have already filed a complaint with the Better Business Bureau, and now the XXXX XXXX XXXX XXXX, and I can provide evidence of my submissions. The lack of communication from your processor and the inability to speak directly with those handling my case have made it exceedingly difficult to resolve this issue. 

Today, I spoke with a lower-tier customer service representative and requested that my case be escalated. However, I no longer have confidence that my situation is being handled appropriately. I am reaching out to request your advice on who I should speak to in order to resolve this matter swiftly and save my home. 

It is my sincere hope that your team will take ownership of any delays or errors in processing my application, including those related to your portal, and work with me to find a resolution that avoids foreclosure. 

Thank you for your immediate attention to this urgent matter. 

Sincerely, XXXX

Company response to consumer: Closed with explanation