Consumer complaint received 2021-05-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: HILLTOP HOLDINGS, INC
State: NE

Complaint narrative:
This is the second complaint I am filing on a re-occurring issue with my loan servicer, Primelending. My mortgage loan is federally backed by XXXX XXXX, I have suffered a significant reduction of hours due to COVID-19 and DHM 's. I originally requested a forbearance in XXXX of XXXX, but my loan servicer was demanding I complete loan modification paperwork first. I had to file a complaint with XXXX XXXX and this agency to get that forbearance activated several months later. My loan servicer, Primelending was reporting I was in forbearance to XXXX XXXX however when I called Primelending, telling me I was not and had to complete the loan modification paperwork first. I was finally approved for my forbearance several months later, I believe due to this agencied intervention. After requesting the 6-month extension which was approved without incident I was secure in my home until XXXX, XXXX. 

In late XXXX, XXXX, I once again requested the newly approved 3-month extension of forbearance for XXXX XXXX backed loans. I was notified in mid XXXX, XXXX, as the forbearance was set to expire that the 3-month extension was denied and I must complete loan modification paperwork asap as my home was in active foreclosure and only protected from eviction through XXXX, XXXX. 

On XX/XX/XXXX, I received a phone call from my loan servicer, Primelending, that they re-evaluated my extension request and it was being granted if I still needed it, I of course said yes please. 

Since that conversation I have received 5 additional calls from their automated dialer to call them immediately. On XX/XX/XXXX, I returned the call to a representative that said I needed to complete the loan modification paperwork, my loan was in active foreclosure and not in forbearance as I had been reassured 5 days prior that it was. Only after providing this representative with the phone call date of XX/XX/XXXX, was she able to locate the notes of my forbearance extension being granted by the previous representative. Yet no further action has occurred. The XX/XX/XXXX, representative said she would email their loss mitigation team to process that forbearance extension request from XXXX XXXX. 

We are nearing the end of this forbearance period which is not reflected on my account as active and I need to request the last 3-month forbearance extension. Which I can not request because the XXXX forbearance is still not processed or reflected as active on my account. 

I lost my job when my family contracted XXXX  in XXXX, XXXX, I have had to fight unemployment for benefits waiting most recently 8 months for an appeal hearing, which I won yet still waiting on payment, and now I am being bombarded by flippers trying to buy my house despite being on the national Do Not Call registry, yet they call multiple times a day. All of this on top of job searching with all of my kids now home on summer break with no child care lined up due to still being employed as the school year was ending. These calls and constant worry about losing our home is creating an unbearable, extremely stressful situation these federal programs were designed to alleviate. 

I have XXXX children, I am a recently single parent. I should not have to continually fight for federal benefits that are guaranteed to families in my situation. Yet here I am again worrying multiple times a day about my home and where will we go if they sell it due to my loan servicer again trying to pursue foreclosure rather than grant my forbearance extension request which I am legally entitled to as a XXXX XXXX backed mortgage loan. 

Please assist my family to resolve my loan servicers unwillingness to process my forbearance extension request from XXXX, XXXX, in addition the remaining 3-month forbearance extension through XXXX, XXXX, for a total forbearance period of 18 months as allowed per federally backed XXXX XXXX loans. 

We can not lose our home, there are no rentals for a family of my size that are affordable low income properties or private landlords who accept Subsidized housing ( Section 8 ) in my area. 

Thank You.

Company response to consumer: Closed with explanation