Consumer complaint received 2018-03-28 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: 360 MORTGAGE GROUP LLC
State: FL

Complaint narrative:
I am a XXXX veteran who is retired and living on a fixed income. I am in danger of foreclosure because my mortgage company 360 Mortgage Group, has refused to engage with me to try and work things out. Due to my daughters health and XXXX issues which ultimately led to her XXXX I had some financial struggles which caused me to default on my mortgage. I have tried repeatedly to get my mortgage lender to work with me to come up with a plan or a modification or a restructured loan so I can get caught up and resume regular payments. They have conditionally refused to even give me the time of day. My loan is a VA loan that is backed by the government. I was told by a counselor that this company is REQUIRED to conduct a review of my current financial information in order to try and qualify me for government homeowner assistance programs. 360 Mortgage Group has refused to follow the rules and guidelines.

I thought I was doing the right thing when I agreed to refinance into this new loan with 360 Mortgage because I was able to use some of the cash out to pay off my debt. I did not find out until after the loan had closed that they slipped in 3 points that I had to pay as their fee! I thought that was not the way that you should treat a XXXX  veteran. Even so, I was able to make my monthly payment of {$1800.00}. I began struggling financially because my daughter XXXX had to go into a XXXX and XXXX XXXX program while away at school. This was financially and emotionally draining for me because all of the medical expenses were out of pocket. Due to this fact I had trouble making the mortgage payment. At the time I was so grateful because my daughter got out and it seemed like she was on the right track. However, after she went back to school she XXXX and they found her XXXX in her room from a XXXX XXXX. It was so heartbreaking to lose her at the age of XXXX. Of course there were many costs associated with the funeral and the settling of her affairs and medical bills and I have been in a very bad place for a long time.

I have been trying to rebuild my life and have tried on several occasions over the last year to engage with the 360 Mortgage loss mitigation department to try and get a review for homeowner assistance programs started. I have never made any progress ; they have never assigned a dedicated point of contact, they have never opened a review of my financial information, in fact they have not even allowed me to APPLY for assistance. Their agents tell me there is no help available and they act like they could care less about my daughters XXXX. They tell me pay up now or we are going to take your house. I get calls at least 2-3 times a day at all hours from 360 demanding I pay $ XXXX  to reinstate the loan. I just dont have that kind of money available.

I served my country proudly in the XXXX XXXX   and I am now XXXX  and retired living on a fixed income. I find it unconscionable that 360 Mortgage Group refuses to allow me access to government programs that they are required to consider me for. I want to get my loan restructured or modified or get some type of forbearance agreement or repayment plan set up. I know there are options besides full reinstatement ( which is not possible ). I need help

Company response to consumer: Closed with explanation