Consumer complaint received 2025-07-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Southwest Business Corporation
State: TX

Complaint narrative:
I have applied for loss mitigation with SWBC Mortgage and have continued to be given the run around, all while my mortgage continues to be due each month and I'm struggling to continue paying it. Here is a breakdown of what I have been experiencing and my efforts to get my loss mitigation application processed : My SWBC Mortgage Loss Mitigation Progress XXXX On XX/XX/XXXX, I initiated the loss mitigation process with SWBC Mortgage. 
On XX/XX/XXXX, at XXXX XXXX XXXX  I received an Acknowledgment Letter from SWBC Mortgage confirming receipt of my request to be considered for a loan modification or other foreclosure prevention alternative. 
On XX/XX/XXXX, at XXXX XXXX XXXX I received a Facially Complete Package Letter from SWBC Mortgage indicating that my application is complete as of XX/XX/XXXX, and no further information is needed at this time. The letter also indicated that my application will be reviewed by SWBC Mortgage within 30 days of XX/XX/XXXX and if additional information is necessary to evaluate my Loan Mitigation Application, they will send me a letter advising me of the documentation needed to complete the evaluation. I would then have XXXX  days to submit the requested documentation. 
On XX/XX/XXXX, at XXXX XXXX XXXX I received a letter from SWBC Mortgage confirming that they received my request to be considered for mortgage assistance program ( XXXX ) that may be available. The letter subsequently stated that my assistance application is incomplete, and they requested I complete, sign and return the Hardship Affidavit and Financial Form OR Request for Modification ( RMA ) OR Uniform Borrower Assistance Form ( UBAF ) by XX/XX/XXXX. The letter also indicates that once I have submitted a complete application, they will evaluate my application and provide me with a written offer of approval or a written denial of my request within 30 days. 
On XX/XX/XXXX, I called SWBC at XXXX XXXX  and XXXX XXXX  and was told there were no updates for my application. 

On XX/XX/XXXX, at XXXX XXXX  XXXX XXXX sent an email to XXXX submitting a Hardship Affidavit, supporting documentation to validate my hardship ( XXXX mortgage statements that reflect the start of the significant increase in my total monthly mortgage payment ), most recent paycheck stubs for 30 days, and the Uniform Borrower Assistance ForXXXX. 
On XX/XX/XXXX, at XXXX XXXX XXXX I submitted my mortgage statement reflecting the initial monthly payment. 
I received an email on XX/XX/XXXX, at XXXX XXXX  XXXX from SWBC Mortgage confirming receipt of my request to be considered for any mortgage assistance program ( XXXX ) that may be available and informing me that my assistance application is incomplete. 
When I initiated the loss mitigation process, I was initially required to submit : o Hardship Affidavit Letter : I submitted this letter on XX/XX/XXXX, at XXXX XXXX XXXX 
o Death Exclusion Documentation ( satisfied by my grandmothers death certificate ) : On XX/XX/XXXX, I submitted a death certificate for my grandmother. I uploaded the death certificate again on XX/XX/XXXX, at XXXX XXXX XXXX as underwriting requested I submit it for some reason, even though I had already submitted it previously. 
o My XXXX most recent bank statements and a paystub : I submitted paycheck # XXXX on XX/XX/XXXX, at XXXX XXXX XXXX 
I submitted paycheck # XXXX on XX/XX/XXXX, at XXXX XXXX XXXX 
I submitted paycheck # XXXX on XX/XX/XXXX, at XXXX XXXX XXXX 
I submitted paycheck # XXXX on XX/XX/XXXX, at XXXX XXXX XXXX 
o Uniform Borrowers Assistance Form for me : I was initially required to submit a UBAF or RMA or General Solicitation, which I submitted on XX/XX/XXXX, at XXXX XXXX  XXXX, but on www.loansolutioncenter.com it later indicated on XX/XX/XXXX, that this was no longer a requirement. 
o Self-Employment Income Documentation for me : I submitted my business bank account statement for XX/XX/XXXX, on XX/XX/XXXX, at XXXX XXXX XXXX. 
I submitted my XXXX Tax Return, which also reflects my business taxes, on XX/XX/XXXX, at XXXX XXXX XXXX 
On XX/XX/XXXX, at XXXX XXXX XXXX I received a letter from SWBC Mortgage indicating my application is complete as of XX/XX/XXXX, and no further information is needed at this time. The letter also indicated that my application would be reviewed by SWBC  Mortgage within XXXX  days of XX/XX/XXXX, and that they would send me a letter advising me of any additional information necessary to evaluate my Loss Mitigation Application and that I will have XXXX days to submit any requested documentation. 
On XX/XX/XXXX, at XXXX XXXX, I spoke with XXXX XXXX at SWBC Mortgage. I called to confirm that they received all my required documents. I was told that it would take XXXX  days to process my application and for me to get payment options. He told me the XXXX period begins the beginning of next week or the week before. He said all the required documents I sent were received, but then after further review of my case, XXXX XXXX told me that they need a copy of my grandmothers death certificate. I told XXXX XXXX that I had already submitted the Death Certificate to SWBC Mortgage. He claimed I must submit it specifically to Underwriting because they dont have access to XXXX  records. He then double checked my file stating they should have already received the death certificate in the file, as Ive already been confirmed as the successor in interest on my grandmothers mortgage with SWBC Mortgage. XXXX XXXX told me that he sees nothing on file showing that they need more information from me. He then told me he sent communication to the opening team and underwriter to confirm if they need something from me. He then suggested that I call back in XXXX days to check the status of my application. He said he will put their response in the notes on my file. He then stated his belief that XXXX of their systems hasnt been updated. 
On XX/XX/XXXX, at XXXX XXXX I received an automated call from XXXX Mortgage requesting that I call them at ( XXXX ) XXXX. 
On XX/XX/XXXX, at XXXX XXXX  and XXXX XXXX  I called SWBC and was told underwriting needs something proving that I have authority of the my grandmothers estate. 
On XX/XX/XXXX, at XXXX XXXX XXXX I submitted my court ordered Letters of Administration. 
On XX/XX/XXXX, at XXXX XXXX I received an automated call from SWBC  Mortgage requesting that I call them. 
On XX/XX/XXXX, at XXXX XXXX  I called SWBC Mortgage and was told there was no update and no additional documents required of me as of today. 
On XX/XX/XXXX, at XXXX XXXX  I received an automated call from SWBC Mortgage requesting that I call them. 
On XX/XX/XXXX, at XXXX XXXX  and XXXX XXXX I called SWBC Mortgage and was told there was no update and no additional documents required of me as of today. 
On XX/XX/XXXX, at XXXX XXXX, I received an automated call from SWBC Mortgage requesting that I call them. 
On XX/XX/XXXX, at XXXX XXXX, I called SWBC Mortgage and was told there were no updates. 
On XX/XX/XXXX, at XXXX XXXX  I received a missed call from SWBC Mortgage. 
On XX/XX/XXXX, at XXXX XXXX  I called SWBC Mortgage and was told there were no updates. 
On XX/XX/XXXX, at XXXX XXXX  I received a call from a SWBC Mortgage representative, rep # XXXX, who informed me there is no update on my file and no additional documentation required of me at this time. It seemed she hadnt done any research on my file prior to her calling me. She also initially asked for my deceased grandmother and she didnt seem to know any of the history of the file. 
On XX/XX/XXXX, at XXXX XXXX  I received an automated call from SWBC Mortgage requesting that I call them. 
On XX/XX/XXXX, at XXXX XXXX  I received an automated call from SWBC Mortgage requesting that I call them. 
On XX/XX/XXXX, at XXXX XXXX  and XXXX XXXX  I called SWBC Mortgage and was told there were no updates and no additional documentation required of me as of today. 
On XX/XX/XXXX, at XXXX XXXX  I received a missed call from SWBC Mortgage. 
On XX/XX/XXXX, at XXXX XXXX  I received an automated call from SWBC Mortgage requesting that I call them. 
On XX/XX/XXXX, at XXXX XXXX  I called SWBC Mortgage and was told there were no updates on the file. 
On XX/XX/XXXX, at XXXX XXXX, I received an automated call from SWBC Mortgage requesting that I call them. 
On XX/XX/XXXX, I called SWBC Mortgage at XXXX XXXX  and XXXX XXXX  and was told there were no updates. 
On XX/XX/XXXX, at XXXX XXXX  I received an automated call from SWBC Mortgage requesting that I call them. 
On XX/XX/XXXX, at XXXX XXXX  I called SWBC Mortgage to check the status of my loss mitigation application after receiving another automated call to contact them, which I received on XX/XX/XXXX. SWBC Loss Mitigation Department told me it could take longer than XXXX  days for XXXXoss Mitigation Underwriting to decide and that the XXXX period is business days from when the application went to Underwriting. The woman told me that there is a note in my file dated XX/XX/XXXX, stating, Current quit claim deed not sufficient and need a special warranty deed showing my ex-husband has relinquished his interest in the property. I told her that as of yesterday, XX/XX/XXXX, I mailed the special warrant deed to XXXX XXXX XXXX XXXX, which was on my own volition, and informed her that I will provide the stamped copy to SWBC Mortgage upon my receiving a copy. I also let her know that despite me having to call in nearly every XXXX days based on all the automated telephone calls I receive from SWBC Mortgage this is the first time Ive ever been told a new deed was needed. ( I submitted the special warranty deed without prompting from SWBC Mortgage, simply because I wanted my ex-husbands name removed from the deed since he no longer resides at the property address ). The woman said I can submit the new deed via the XXXX XXXX, fax, or email at XXXX I immediately called SWBC again on XX/XX/XXXX, at XXXX XXXX  to see if I would be told information that is consistent with what the previous staff member told me. I spoke with a gentleman who told me that according to my file, the application is facially complete, and he confirmed there are no additional documents being requested of me at this time. I asked him if he had a timeframe of when I can expect a response to my application, he told me it could take up to XXXX  days. I told him it has been longer than 30 days, he told me I should give Underwriting a little longer to continue reviewing the application. 
On XX/XX/XXXX, at XXXX XXXX, immediately following that call, I called Consumer Financial Protection Bureau for help with this situation with SWBC Mortgage. The representative informed me I have enough to file a complaint with her or online or I can reach out to a HUD approved housing counselor for assistance and advice on whether I should file a complaint with CFPB. 
On XX/XX/XXXX, immediately following that call, I called XXXX XXXX XXXX XXXX via their website. I then left them a voicemail at XXXX XXXX. 
On XX/XX/XXXX, at XXXX XXXX  I received a missed call from SWBC Mortgage. 
On XX/XX/XXXX, at XXXX XXXX  I called SWBC Mortgage ; however, they were closed for the day. 
On XX/XX/XXXX, at XXXX XXXX  and XXXX PM I called SWBC Mortgage after receiving another automated call requesting that I call SWBC. I was told by the representative that there are no missing items of me as of today and nothing else is required of me as of today. He suggested I call back this XXXX  or a day next week to get an update again since he is unable to give me an ETA on how much longer the loss mitigation review process will take. 
On XX/XX/XXXX, at XXXX XXXX  I received an automated call from SWBC Mortgage requesting that I call them. 
On XX/XX/XXXX, at XXXX XXXX  I called SWBC Mortgage and spoke with XXXX. She told me my file indicated my assistance application has been deemed facially complete and underwriting is reviewing the application. She said it could take up to XXXX  days for me to receive a response from underwriting. I told her it has been longer than XXXX  days. She reviewed the file further and said the file indicates that my packet was deemed facially complete on XX/XX/XXXX. She reviewed the file further and said the notes from underwriting are unclear to her if they need me to send something in or if they need something to be sent from XXXX XXXX. She further stated the notes from underwriting indicate they need a special warranty deed and something to do with a trust affidavit for the trust of me and my ex-husband. I informed her that we do not currently have a trust. She said underwriting updated their notes today and it shows there has been no letter sent to me about anything being needed from me, which she said would typically happen if I was being required to submit something. She said she will email the underwriting team for better clarification, and I should receive a response within XXXX hours. She suggested I call back on XXXX XXXX XXXX next week to follow up, because the underwriting team may not get her email until tomorrow and then they will need time to review the file. She again confirmed that she does not see anywhere in my file that there is anything required from me as of today, nor any letters sent to me as of today. She also said it appeared that based on my file, underwriting has been waiting on the deed for quite some time, but she doesnt understand why their notes would not clearly indicate if they needed me to submit the deed or if they need XXXX XXXX XXXX submit it. She further stated that XXXXhe county is typically responsible for sending them copies of deeds, so she said we need clarification. ( It should be noted I waited on the telephone for approximately XXXX hour before being able to speak with a representative. ) On XX/XX/XXXX, at XXXX XXXX  I received an automated call from SWBC Mortgage to call them. 
On XX/XX/XXXX, at XXXX XXXX  I called SWBC Mortgage to follow up. I spoke with XXXX ( employee number XXXX ), who had an attitude while I asked questions for clarification. XXXX told me that my loss mitigiation application is under review status for 30 days. I asked him if that is XXXX additional days or XXXX total days. He said XXXX additional days. I asked him if this process can take up to 90 days since I have been going through this process since XX/XX/XXXX. He continued to have an attitude and said it can go up to XXXX  days and that there is no maximum amount of time the case can be in review status. I told him that every other time I have called, I have been told it can take up to XXXX  days, so that is why I was asking for clarification, as I continue to receive conflicting information. He bluntly asked offered me to speak with a supervisor, which I agreed to. He told me I will receive a telephone call from a supervisor within XXXX hours. It should be noted, I was not rude to XXXX, nor did I ever raise my voice at him. I was merely seeking clarification and guidance on this situation.

Company response to consumer: Closed with explanation