Consumer complaint received 2022-06-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: PRIMARY RESIDENTIAL MORTGAGE
State: FL

Complaint narrative:
Have spent months dealing with the loss mitigation team. 

Summary : 1. Went into forbearance when covid started 2. Lost my job when covid started 3. My health declined and I was declared XXXX 4. After the grace period of forbearance was over then started a loan modification process with PRIMARY RESIDENCE MORTGAGE. 
5. They approved me for a modification and lowered mortgage to XXXX XXXX something dollars ( which was a significant help ). 
6. The modification at that time had a stipulation of have the have the sign off from " XXXX XXXX '' due to having a subordination ( they granted me about $ XXXX ) dollars when purchased condo. 
7. PRIMARY residence did not send any documents to have XXXX XXXX approve them in time. 
8. My daughter ( on her own ) worked for months trying to locate someone at XXXX XXXX to have her case be attended too - all during covid times when government offices were closed, understaffed and very very backed up. 
9. XX/XX/2021 at same time i had accident and was rushed to hospital XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Primary called to say they were revoking my loan modification because XXXX XXXX did not sign off or acknowledge the loan modification in time. 
10. The loan modification case advisor XXXX XXXX later told my daughter ( a month later ) that the bank never sent the documentation to XXXX XXXX. My daughter said then how could XXXX XXXX acknowledge anything if they have not heard from Primary residence? 
11. XXXX XXXX and XXXX XXXX then said " they would take that into consideration '' after my daughter pleaded for this to be resolved. Only option was to try for another loan modification at that time. 
12. While I was in hospital my daughter attended to doing the whole application again, waiting over 45 days for an answer- to then be told the new loan modification option was only lowering her mortgage {$30.00} dollars. The first loan modification was substantially better. 

After asking a million times to escalate to a manager, they either leave her on hold, ignore her request or say the manager is busy. 

This is the email my daughter sent showing proof that she herself was able to contact XXXX XXXX ( something Primary Residence never did ) and they they agreed to acknowledge whatever was needed to move my moms case along, but that they have not heard from anyone. 


This email serves to confirm that I want to appeal the current offer for pre-foreclosure. Please find the below information as proof that XXXX XXXX is willing and available to agree to the subordination aspect for my loan modification in the future. I just spoke at length with XXXX XXXX and I am needing to include him in this, XXXX XXXX and XXXX XXXX who are all aware of my need for assistance. 

My daughter was able to contact XXXX XXXX about this and received a response from them which is included in this email. 

I was just told by XXXX XXXX that the documentation that was supposed to be sent last year and the money order/cashier check that I paid did not in fact get sent to XXXX XXXX XXXX This is being told to us now. Months later, which caused my " initial '' loan modification to be cancelled because XXXX XXXX told me Primary Residential was " unable '' to receive approval/authorization from XXXX XXXX XXXX Of course that approval did not arrive to Primary, if Primary never sent it. 

I am at wits end trying to resolve my primary residence and health issues and the unfortunate reality that we are all living. I need help to appeal this, and have my finances and account once again reviewed please diligently. I am asking this to be escalated to above XXXX XXXX - as I do not feel this matter is being handled in a timely or informative manner. If my daughter is not calling, asking, emailing and by herself reaching XXXX XXXX- it feels nothing is happening on Primary side, nor are things being communicated correctly. 

I need attention to this matter please, thank you. This is my roof, my only home and it is extremely difficult to live like this everyday in limbo. 

Thank you and please confirm receipt of this email as soon as possible.

Company response to consumer: Closed with explanation