Consumer complaint received 2026-03-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Credit Union Mortgage Association, Inc.
State: NC

Complaint narrative:
My mortgage was originally with XXXX XXXX XXXX XXXX XXXX ( XXXX ). In XX/XX/XXXX, XXXX dissolved and XXXX XXXX XXXX XXXX took over servicing my mortgage. Prior to the transition, I had been working with XXXX regarding my payments and trying to get my mortgage account corrected so that I could bring the loan current. After XXXX took over in XX/XX/XXXX, I did not receive any information about my mortgage account, including how to make payments or how my account would be serviced going forward. Because of this, I contacted XXXX several times to ask how to make my mortgage payments and whether my loan was current. I contacted XXXX on XX/XX/XXXX, XX/XX/XXXX, and again on XX/XX/XXXX. During those contacts I was told that my mortgage was not behind and that I would receive information regarding my account and how to make payments. However, I never received any information explaining how to make my mortgage payments or the status of my account. When I logged into the account online, the only option available appeared to be transferring money from my checking account into the mortgage account. I was not even certain whether those transfers were being applied as mortgage payments. During this time I was already experiencing financial hardship because my employer closed his business in XXXX, and when I obtained a new job it involved a significant pay cut. I was doing my best to catch up on past payments while also trying to stay current on my mortgage. My mother was also attempting to help me pay my mortgage, but we were unable to obtain clear information from XXXX regarding how to make the payments or the amount owed. In XX/XX/XXXX, I received a foreclosure notice, which was dated XX/XX/XXXX. This was the first time I was made aware that my mortgage was considered to be in default. I had never been informed previously that my loan was in default or that foreclosure proceedings had begun. After receiving the notice, I was informed that I would need to pay approximately {$24000.00} to bring the loan current, including arrears and legal fees. In XX/XX/XXXX I again attempted to contact XXXX for assistance. I was unable to get help from customer service. I sent a message through their system and was told that they could not assist me and that I needed to contact the mortgage division. I attempted to call the mortgage division twice but was disconnected both times and was unable to speak with anyone regarding my account. I am not attempting to avoid my mortgage obligation. I have been trying for many months to obtain the information necessary to make my payments and bring the loan current. I respectfully request the opportunity to resolve this matter, including additional time to either bring the loan current or sell the property so that the loan can be paid in full.

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