Consumer complaint received 2025-08-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Acra Intermediate Holdings, LLC
State: AZ

Complaint narrative:
My Husband got behind in the mortgage payments due to medical issues and losing his job after unpaid medical leave. I was not aware of this issue until XXXX, when there was a hand written note on my front door to call my mortgage lender. I believe he has not paid since XX/XX/year>. We wrote a hardship letter begging XXXX to work with us and save our home and the only thing they have done is jerk us around. We call in every day and ask if we are being considered for a program and they have told us for weeks now that a packet will be in the mail. We called in today and someone said they can email us the repayment plan which includes a XXXX down payment and no rate adjustment, rather our monthly payment would increase significantly from {$2800.00}. That is no offer of help to save our home. At the end of the call she then said she couldn't email this info to us after all per usual. Nothing in writing. Everything we ask has to go to a different department, that Manager is never available, they wont do anything in writing, they keep tacking on astronomical fees, nobody ever accounts for anything and you cant get anywhere with anyone. Its one clueless customer service rep after another and we get nowhere and Im terrified were going to lose our home. I have a stable job as a County Officer and I have offered auto payments and to take over managing our mortgage as my Husband is struggling physically and mentally to deal with all this. He has a stable job now, yet makes half of what he used to. We provided proof of all of this with our hardship letter. I cant seem to get anywhere with this Company, not a soul has reached out to us, they do not care and dont seem to even go by basic human decency or what I imagine Policy is. I would supply dates/amounts but this Company refuses to actually send anything to us so all information I have is online ( which they have locked us out of our portal stating that its being handled by another department and we cant see anything ) so I have nothing to even look at or hand over to anyone investigating this nonsense. XXXX keeps putting our house on a foreclosure list then withdrawing it. We are being hunted by investors calling, knocking on our door, texting us, emailing us, mailing us packets day and night. This is so beyond stressful and I cant deal with these shady business practices any longer. I desperately need help saving my home. If I have to claim bankruptcy to force a restructure I will but Im hoping there is an easier way to go about this. I received a notice from the company, is a demand for payment, and the consumer says that is useless, since this is not a hardship packet, she mentioned that she can send this letter if requested by the company. and she wanted to note that it say if she does not respond by XX/XX/year> and she received it today XX/XX/year>, it was mailed on XX/XX/year>. Now the process has gone into foreclosure.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation