Consumer complaint received 2023-06-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: First Colony Mortgage Corp.
State: UT

Complaint narrative:
Complaint against First Colony Mortgage Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against First Colony Mortgage regarding my mortgage adjustment. I believe that the actions of this company have violated my rights as a consumer and require your attention and intervention.

Below are the details of the complaint : For the past two years, starting in XXXX, I've been going through a tough time due to XXXX. Ending this hardship has been a nightmare from the beginning. 

I have clearly met their requirements for the hardship since they granted it to me. Going through XXXX and having a child with XXXX has been a huge strain on our family and the hardship relief was a huge help but getting out of it has been more than difficult. 

In XX/XX/XXXX, I started the application process for the flex mortgage modification. I submitted the application multiple times, and every time I followed up, they claimed that some documents were missing, even though they weren't. I kept resubmitting the same documents they said were wrong, and it took them until XXXX to finally process everything. They put me on a three-month trial for the loan modification, which ended in XXXX. I made all three payments, but because it was over a weekend and they don't have an online payment option, I had to make the last payment over the phone with a representative first thing on XX/XX/XXXX. However, they didn't process the payment until XX/XX/XXXX because they were really backed up. Shockingly, despite making all the payments, they've put my house into foreclosure. I've tried reaching out to them multiple times, but they just keep redirecting me to different people or departments who have no information to give me. I've even resubmitted the application three times through them and sent a letter of intent, which they told me about a month after I submitted the application. I sent that letter of intent via email, but the email address they provided was wrong, and my emails keep bouncing back. It's gotten to the point where I'm being bombarded with offers from buyers, and they're even contacting my family members about buying my home while it's in foreclosure. It's incredibly embarrassing, and I've done everything they asked for, but I don't feel like they're responding or willing to help me. 

It is very clear that First Colony Mortgage does not care about me as a customer and is not willing to help. I know they are trying to give me the constant run around so they can foreclose on my house. I have not seen any attempt from them to actually help. 

I kindly request that the Consumer Financial Protection Bureau investigate this matter promptly and take appropriate action to resolve this issue. I also request that you keep me informed of any progress made regarding my complaint. 

Thank you for your attention to this matter. I trust that the Consumer Financial Protection Bureau will thoroughly investigate my complaint and take the necessary steps to ensure a fair resolution. 

Sincerely,

Company response to consumer: Closed with non-monetary relief