Consumer complaint received 2026-05-13 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: VIRGINIA HOUSING DEVELOPMENT AUTHORITY
State: VA

Complaint narrative:
I submitted a complete loss mitigation application to Virginia Housing for mortgage loan # XXXX on XX/XX/XXXX. My submission included the Borrower Assistance Package, hardship letter, and supporting financial documents. Virginia Housing confirmed receipt of my application the same day. Virginia Housing also sent me a letter dated XX/XX/XXXX stating that my Borrower Assistance Package is complete, that my file had been assigned to a point of contact, and that a decision would be made within 30 days. This is confusing because I did not submit my application until XX/XX/XXXX. After my application was submitted, no additional documentation was requested, and I was never informed that my application was incomplete. Despite multiple follow-up emails and phone calls, I did not receive any meaningful status update for several months. On XX/XX/XXXX, I sent an urgent email requesting a status update. On XX/XX/XXXX, the Loss Mitigation Department responded only that my file had been assigned to an officer and that my email had been forwarded. I then requested the assigned officers name and contact information on XX/XX/XXXX and followed up again on XX/XX/XXXX. The Loss Mitigation Department never answered my question regarding who the assigned officer was. I later received a voicemail from XXXX XXXX, but he did not identify his role or confirm that he was the assigned officer handling my file. I was only able to contact him after locating his email address on my own. I ultimately did not receive a loan modification decision until approximately four months after my application was submitted. The proposed trial payment is {$2000.00}, which is higher than my current mortgage payment of {$1900.00}. I was also informed that if I accept this modification, no additional loss mitigation assistance will be available for 24 months. Given that restriction, I believe the modified payment should be lower than my current payment, not higher, to ensure that it is sustainable. I repeatedly requested a written explanation regarding the delay in processing my application and whether it was reviewed within the timelines required by federal law. Those questions were never answered. Instead, XXXX XXXX repeatedly attempted to move the discussion to phone calls rather than addressing my concerns in writing. I am concerned that Virginia Housing failed to evaluate my complete loss mitigation application within the timelines required by federal mortgage servicing regulations ( RESPA and Regulation X ), failed to adequately respond to my requests for information, and has not provided a written explanation for the discrepancies in its records. I am requesting : 1. Confirmation of the date Virginia Housing considered my loss mitigation application complete. XXXX. A written explanation for the XX/XX/XXXX letter stating that my Borrower Assistance Package was complete before I submitted my application. XXXX. Confirmation of whether my application was reviewed within the timelines required by federal law. XXXX. A written explanation for the delay in processing my application. XXXX Review of whether any additional affordable retention options are available. XXXX Review of any financial harm caused by the delay. I am seeking a fair resolution and a sustainable option to remain in my home.

Company response to consumer: Closed with explanation