Consumer complaint received 2019-09-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Mortgage Research Center, LLC
State: FL

Complaint narrative:
To whom it may concern : Please see a copy of our latest hardship letter, attached below, to the bank without our identifying information as your site indicates. 

Synopsis of our situation : Essentially after an acute medical crisis and related loss of employment in XX/XX/XXXX, I contacted the bank, Veterans United Home Loans ( VUHL ) and inquired about either a reinstatement, loss mitigation, and or a modification per their advice. 

They subsequently began directing us to submit information including medical documentation, financial / income information, and hardship letters. We complied with all requests and indicated we were able to begin paying the mortgage. We were repeatedly asked to submit additional and essentially duplicate pieces of information which has dragged out the process. 

We were denied a modification for their erroneously computing our income, stating that the hardship was no longer applicable as I was recovering, and that the terms of the loan could not be met with a modification. They have also failed to consider our reduced taxes following the awarding of Homestead exemptions amounting to a 50 % tax reduction as well as the possible effects of market interest rate reduction. 

VUHL later indicated we were not eligible for a modification because following hurricane Irma in XX/XX/XXXX which affected our area, we accepted an offer of a three-month modification from VUHL. VUHL indicated that thus precluded us from a new modification. If we had known that we would never have accepted that original offer. VUHL should have indicated that from the beginning and we would have paid the original reinstatement instead of waiting and hoping for a modification. 

Of note, VUHLs associated fees, including lawyer and late fees have also unnecessarily affected any reinstatement amount. We have been currently waiting for over a week for the latest reinstatement amount from VUHLs attorneys office as we are trying to accrue that amount. 

Also, of note, we recently offered to pay a good faith {$5000.00} payment pending a modification as well as offered to accelerate the monthly payments in order to bring the arrears up to date within about a year. We have also continued to pay our monthly homeowner association fees. 

We believe this issue has been delayed by their inefficient, overly bureaucratic, and incompetent system as evidenced by their repeated requests for duplicate information. We have been dealing with multiple individuals who have seemed not to readily have all the pertinent information at hand. 

We appreciate the importance of maintaining a contract but consider their handling of our efforts to solve the arrears as possibly approaching maleficence, discrimination against two senior citizens including a veteran, and a convoluted effort to simply attain the property for a quick resell profit. 

We can submit copies of all correspondence, email communications, and pertinent documents pending your request. We are also considering contacting our elected representatives for guidance. 

Please note we have a court hearing on XXXX here in Florida for a judgement. We look forward to any assistance or guidance your office may offer and thank you for your time and consideration of our situation. 

Sincerely, Mr. and Mrs. XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation