Consumer complaint received 2025-11-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Guild Holdings Company
State: NC

Complaint narrative:
Subject : Loan # XXXX Property XXXX XXXX XXXX XXXX, NC XXXX CFPB backup complaint " I am filing this complaint because Guild Mortgage has provided inconsistent, misleading, and potentially non-compliant information regarding my rights as a VA borrower and has obstructed my access to required VA home-retention options. 

1. * * Misrepresentation of Available VA Programs * * During loss-mitigation communications, Guild representatives have repeatedly stated that the VA Partial Claim program is not available or has not been released yet. This directly contradicts current VA servicing guidance and published VA Circulars. The VA Partial Claim/VA Servicing Purchase Option is active and must be evaluated as part of the VA Home Retention Waterfall. Guilds refusal to acknowledge or evaluate this option appears to be false, misleading, and in violation of federal servicing standards.

2. * * Failure to Properly Evaluate Borrower Under the VA Waterfall * * I am a 100 % Permanently & Totally XXXX veteran who experienced a temporary and documented hardship : the home suffered vandalism, became uninhabitable, and I was displaced and forced to cover hotel costs and repairs out-of-pocket. The hardship is now resolved and I can resume normal payments. Under VA servicing rules, Guild is required to evaluate me for : Hardship forbearance Repayment plan Modification VA Partial Claim / Servicing Purchase Option Guild has pushed me toward options I did not request and attempted to avoid evaluation for the Partial Claim program entirely.

3. * * Servicing Errors and Lack of Proper Written Responses * * Guild has not provided a written explanation for why it claims the VA Partial Claim is unavailable. They have not documented any VA directive prohibiting my loan from being evaluated. Their verbal statements conflict with established VA policy and appear to constitute a servicing error under RESPA 12 U.S.C. 2605.

4. * * Risk of Improper Foreclosure Advancement * * Because Guild refuses to properly evalu
ate me under the VA waterfall or acknowledge my formal requests in writing, I am concerned that foreclosure activity may be improperly advanced while I am actively seeking required home-retention options. This is especially concerning because I clearly stated that I intend to cure the arrears within 510 days if required and can resume normal payments immediately.

5. * * Requested Resolution * * I request that the CFPB require Guild Mortgage to : Immediately pause all foreclosure activity Conduct a proper VA-compliant evaluation, including VA Partial Claim review Provide written clarification for any loss-mitigation option they claim is unavailable Correct any misrepresentations made to me during servicing Assign a knowledgeable single point of contact familiar with current VA guidelines Provide a full written accounting of my delinquency, all fees, and all actions taken Guilds refusal to evaluate mandated VA options, combined with their misleading statements, places me at risk of wrongful foreclosure. I am asking the CFPB to intervene to ensure compliance with federal servicing rules and VA homeowner-retention standards.

Company response to consumer: Closed with explanation