Consumer complaint received 2026-06-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Movement Mortgage LLC
State: TN

Complaint narrative:
Company Name : XXXX XXXX XXXXXXXX XXXX Movement Mortgage Loan number : XXXX I am writing to request urgent federal oversight of my FHA-insured mortgage account to prevent an illegal foreclosure. I am XXXX days past due on my mortgage in Tennessee, a non-judicial foreclosure state. My home is at immediate risk due to conflicting information, systemic processing errors, and non-compliant customer service practices by XXXX and Movement Mortgage. Today, XX/XX/year>, I had to speak with three separate XXXX/Movement representatives just to exercise my federal right to apply for a loss mitigation review. The conflicting and inaccurate information provided across these calls proves a severe lack of compliance : 1. Call 1 ( Approx. XXXX XXXX ) : The first agent ( Movement Mortgage collections agent ) gave me highly dangerous, non-compliant advice. This agent explicitly stated I had absolutely no options, argued that HUDs own guidelines prohibited me from reapplying due to a prior trial plan approval within a 24-month period, openly disputed the accuracy of a HUD-approved housing counselor I consulted, and aggressively stated my only option was to pay the full past-due balance immediately or face foreclosure. This is a direct misapplication of HUD Handbook 4000.1, as my prior Trial Payment Plan ( TPP ) was never completed or finalized into a permanent modification, meaning the XXXX limit does not apply to me. 2. Call 2 ( Approx. XXXX XXXX ) : I called XXXX directly back to dispute this denial. The second agent provided further misinformation, claiming the computer system would physically block a review and stating I was being declined specifically according to " XXXX XXXX guidelines '' because XXXX XXXX owns my mortgage. XXXX XXXX does not own individual mortgages ; they guarantee the securitization of FHA loans. This agent used false investor guidelines to justify an improper system block. 3. Call 3 ( Transfer from Call 2 ) : The second agent finally transferred me to a third representative in the Loss Mitigation Department. This third representative recognized the error and successfully took my verbal application over the phone. Following this final call, I immediately logged into the XXXX portal and uploaded a complete loss mitigation package. This submission includes my signed application, tax forms, bank statements, a profit and loss statement, and a signed hardship explanation letter. Because my application is now fully complete verbally and digitally, XXXX is legally required under RESPA Regulation X to place a strict foreclosure hold on my account. I am filing this complaint to ensure XXXX formally acknowledges my complete package, updates my account to an active foreclosure hold status, and reviews my file under current FHA loss mitigation rules without further delay. Thank you for your prompt attention to this matter. XXXX XXXX

Company response to consumer: Closed with explanation