Consumer complaint received 2026-02-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Movement Mortgage LLC
State: NC

Complaint narrative:
XX/XX/XXXX started the loss mitigation process due to divorce, death of a child and financial strain. 
XX/XX/XXXX application deemed " XXXX '' XX/XX/XXXX received an email stating " We hope this message finds you well. We wanted to stay in contact with you to let you know we are still actively working on your loss mitigation loan request. Our team is diligently reviewing all the necessary details to ensure we provide you with the best possible assistance. 
We appreciate your patience and will keep you updated on any progress. Should you have any questions or need further information in the meantime, please do not hesitate to reach out to us at XXXX. '' Received a phone call on XX/XX/XXXX from an unidentified number stating that I needed to make a payment. Because I had not received any communication via email or otherwise to state that I was approved for a modification, I suspected to call as a scam & hung up. 
XX/XX/XXXX I replied to the email with " Any update? I got a phone call stating that I needed to make a payment for XXXX. '' ( I now know that this reply went to an unmonitored address ) XX/XX/XXXX received an email stating " We hope this message finds you well. We wanted to stay in contact with you to let you know we are still actively working on your loss mitigation loan request. Our team is diligently reviewing all the necessary details to ensure we provide you with the best possible assistance. 
We appreciate your patience and will keep you updated on any progress. Should you have any questions or need further information in the meantime, please do not hesitate to reach out to us at XXXX. '' XX/XX/XXXX received an email stating " We hope this message finds you well. We wanted to stay in contact with you to let you know we are still actively working on your loss mitigation loan request. Our team is diligently reviewing all the necessary details to ensure we provide you with the best possible assistance. 
We appreciate your patience and will keep you updated on any progress. Should you have any questions or need further information in the meantime, please do not hesitate to reach out to us at XXXX. '' XX/XX/XXXX Received an email stating " This notice is to inform you that we have closed our review of your request for assistance package. If you believe this was done in error please login via the link below or contact us immediately. 

If you have any questions, please contact your Relationship Manager below : Name : Phone : Thank you, Movement Mortgage '' I immediately made several phone calls only to be told that I was supposed to make a trial payment in XXXX and because I didn't the request had been closed. I explained that I was never notified of the modification approval and was continuing to receive emails stating that it was under review. I was greeted with no explanation and only told that I would just need to reapply. I immediately logged on and started the process again. 
I reached out to my original loan agent with confusion and she initiated an internal process with their Customer Resolutions Team. 
XX/XX/XXXX I received an email stating " This notice is to inform you of your package being deemed complete. Please login via the link below to see next steps. '' It is now my concern that I have missed the 6 month window for a Fannie Mae loan to be eligible for modification.

Company response to consumer: Closed with explanation