Consumer complaint received 2022-07-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: MONEY SOURCE, INC., THE
State: PA

Complaint narrative:
The CARES ACT came at a time when the country began experiencing the effects of COVID-19, and I am thankful that I was able to get back on my feet as a result. 
After requesting a forbearance in XXXX of 2020, there were 3 options explained as options for when I was to resume payments. One option was a loan modification which would extend the mortgage term for 360 months at a lower APR allowing me to resume making payments in a reduced amount. The second option was a partial claim and the third option was to pay back any balance that accrued. I was told that I would surely qualify for the loan modification option as my account was in good standing and it was also the best option of the three. 
When I reached out to resume payments, in XXXX the loan modification was denied because my payments were not able to be reduced by at least 25 %. Unfortunately, this criterion was not a part of the criteria when I initially requested the forbearance. As a result, the underwriters sent an offer for a partial claim for the accrued amount. I declined this offer because this was not the option I was told I would qualify for when we initially requested the forbearance. I would have not requested and accepted the forbearance had I not believed that I would qualify for the loan modification initially explained to me. 
After declining this offer, I was instructed to apply again for a no document modification at the suggestion of the counselor we came into contact with. For months I waited for a decision and even called a few times only to find out that it was never actually processed because the initial offer had not been canceled. I was frustrated to say the least. 
This process has not been easy. Each time I call and speak with someone, I am told something new and different than the time before. When applying for the forbearance, I was assured that the servicers would work with borrowers and that has not happened. Each time ( twice ) an offer has been extended it was something that the Underwriting team thought was best for me, and I had no say so. I have called many times and am never able to speak to anyone from underwriting ; I am only able to speak to a customer XXXX- that doesnt have all of the information as they are not part of the underwriting team. 
Upon our last offer, we received a combination offer of a partial claim and a loan modification. This was never even an option when I initially requested the forbearance, so how can it be one now? I was hoping to resume payments in a manner that allowed for payments to be very close to what they were at first and the length of my loan extended for a few years- this is what was initially offered. 
The last customer ally I spoke to in XXXX suggested that I do a documented modification as I was not in agreement of the last offer from underwriting because it was never an option because at the time it did not exist at the time we applied. I applied for a documented loan modification in XXXX. In early XXXX, I found out that application was not valid because the previous offer had not been canceled. The application was resubmitted in XXXX, and I am now waiting to hear back. Meanwhile, I have applied for XXXX at the suggestion of the last manager I spoke with from my mortgage company. 
I would like to go on record stating that this process has changed over the course of the year and has been unclear and inconsistent.

Company response to consumer: Closed with explanation