Consumer complaint received 2024-12-15 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: Mortgage Research Center, LLC
State: NH

Complaint narrative:
I have major concerns with the way that Veterans United has handled the servicing of my mortgage loan. I have been very transparent and forthcoming regarding my hardship and dealing with the illness and passing of my mother and was given a song and dance by their staff about how they were willing to work with me when I got back on my feet. Unfortunately when I got back on my feet and contacted their agents to try and work towards a resolution to get caught back up I was told that there are no options and that I needed to reinstate the entire past due amount. I did not believe this information was correct and when the VA contacted me about the past due payments they told me that the bank should be working with me and allowing me access to the government programs that are available to distressed borrowers with VA loans. This has not happened. My hardship is resolved and I have had a significant change in financial circumstances but Veterans United turns a blind eye and starts the foreclosure process against me. I believe that Veterans United is engaging in unethical servicing practices.

I have worked as a XXXX XXXX XXXX XXXX for 19 years and purchased my home with a VA loan in XXXX. Later that year I got very sick from XXXX and missed a month of work, and several months later same thing happened, XXXX  XXXX and a month out of work. When that hardship happened, the bank worked with me and offered me a one year forbearance as required by the government CARES act for VA loans. Once I was back on my feet and financially sound I was offered a modification that put the past due payments back into the balance of the loan and dropped the payment {$200.00}. I made the modified payment as agreed for several months. Then my mothers XXXXXXXX XXXX XXXX became dramatically worse, she was hospitalized multiple times for XXXX XXXX XXXX XXXXXXXX  XXXX etc. I was my Moms primary caregiver and had to miss a lot of time from work between late XX/XX/XXXX through XXXX when she passed away. It was a mess, my income dropped about 60 % during that time because I had to help take care of her, then put her in hospice and ended up having to help pay the funeral expenses and take time off to settle her affairs. I had contacted the bank during this process to let them know what was going on and explain why I had fallen behind on the payments. As I stated, their agents were initially supportive. I would check in probably once a month with updates on the situation and was told that they would work with me. When I was back on my feet in XXXX I contacted their agents to tell them I was back on my feet and ready to resume payments or be considered for loss mitigation options and was rudely told, sorry, there are no options other than bringing in XXXX XXXX as a down payment and if you cant make that payment this is going to lead to foreclosure.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation