Consumer complaint received 2017-10-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Pacific Union Financial, LLC
State: FL

Complaint narrative:
I would like to issue a complaint against my mortgage company, Pacific Union Financial for providing me incorrect and misleading information that may now cause me additional financial burden and negatively impact my credit score. 
As I live in XXXX, Florida, my home sustained damages due to Hurricane XXXX. As these damages are not 100 % covered by insurance, I was unsure how I was going to pay for the repairs needed at my home. 
I contacted Pacific Union Financial on XX/XX/XXXX and spoke with a representative named XXXX in their Loss Mitigation Department. I explained to XXXX my situation and he explained that one option of assistance that I have is to defer ( 3 ) months worth of mortgage payments with these  payments being due on XX/XX/XXXX. I explained to XXXX that this option does not work for me as I could not afford to pay for the repairs on my home and then also pay for ( 3 ) months of mortgage by XX/XX/XXXX. XXXX agreed and stated that they ( Pacific Union ) understands that this is not reasonable. He also told me that their department had a meeting that morning ( XX/XX/XXXX ) and his department discussed this specific concern regarding homeowners. XXXX also told me that they are working on a plan for homeowners such as myself to defer these ( 3 ) months of mortgage payments to the end of the loan. XXXX advised me that all departments are not aware of this yet as it was a new development but I need not to worry and Pacific Union understands my situation and it will all be worked out within the next couple weeks and I should be receiving a call from Pacific Union to communicate this. XXXX once again reassured me that ( 3 ) months worth of payments would not be due by XX/XX/XXXX. 
Following my conversation with XXXX with Pacific Unions Loss Mitigation Department, I moved forward in starting the repairs needed on my home from the damages caused by Hurricane XXXX. I did not hear from Pacific Union as XXXX had told me I would but I did receive a Mortgage Assistance Packet. I called and spoke with XXXX in Pacific Unions Loss Mitigation Department on XX/XX/XXXX. I explained to XXXX what I was told by XXXX. XXXX informed me that XXXX was incorrect and that I can not defer payments to the end of my loan. XXXX informed me that I would need to pay the ( 3 ) months of payments by XX/XX/XXXX or fill out the Mortgage Assistance Packet that I received from them. XXXX informed me that they might work with me depending on what they decide upon receiving my returned Mortgage Assistance paperwork. I explained to XXXX that I was misled by the information provided to me from XXXX. Since I was told that my payments could be deferred and the ( 3 ) months of payments would not be due on XX/XX/XXXX, I moved forward in the repairs on my home and now I do not have the funds to pay the payments on XX/XX/XXXX. I asked XXXX if my phone call with XXXX was recorded and she said it was. I requested that she have a Pacific Union Supervisor review my phone call with XXXX as this will be a huge monetary issue for me and could negatively affect my credit. XXXX stated that a Supervisor will review the phone call and either he or she would call me back in a couple of days. I have yet to hear from the Supervisor or XXXX. 
Since that time, I have contacted Pacific Union on several occasions and submitted the Mortgage Assistance Paperwork that they provided me. Due to the misleading information that I was provided by Pacific Union, I am now worried that they will not work with my issue as previously communicated by XXXX on XX/XX/XXXX. Bottom line is that if XXXX would have never misled me, I would have not started the repairs on my home and I would have continued paying my payments. I am now worried that I am going to have to pay all payments due by XX/XX/XXXX and that I will not have the money to pay these payments due. Pacific Union misled me on XX/XX/XXXX and due to this, I may now be a worse financial spot than before and this could potentially negatively affect my credit. 
In closing, I hope that you can assist me in resolving my concern in a way that prevents me from having an issue where ( 3 ) months of mortgage payments are due on XX/XX/XXXX and payments can be deferred in a manner that will work with my financial situation. If you need any additional information or have any questions, please feel free to contact me.

Company response to consumer: Closed with explanation