Consumer complaint received 2024-11-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: PARAMOUNT RESIDENTIAL MORTGAGE GROUP
State: FL

Complaint narrative:
In XX/XX/XXXX, I filed an initial complaint with the Consumer Financial Protection Bureau ( CFPB ) about PRMG regarding their failure to provide XXXX relief options, as outlined in XXXX XX/XX/XXXX XXXX Letter. PRMG responded that they had no record of the XX/XX/XXXX, letter and were unable to address it, showing a misunderstanding of my reference to federal guidance rather than a personal letter. This failure to acknowledge XXXX XXXX relief options has persisted in all of my interactions with PRMG. 

On XX/XX/XXXX, I attempted to access my loan documents online to understand my options for exiting XXXX forbearance, but my access was restricted. When I called PRMGs support line, the representative informed me that access was blocked because my loan was in active foreclosure and had been transferred to an attorney, though no sale date was scheduled. The representative pressured me to make a lump-sum payment over {$35000.00} to bring my account current or discuss my options over the phone. I informed him I needed access to my documents before making any decisions. I invoked my rights under RESPA to access my loan documents regardless of account status, but he retracted his initial statement and claimed my access was restricted due to the web team. He instructed me to call back another day to discuss document access, dismissing my request and pressuring me again to discuss my account status or settle with the attorney. 

During this call, the representative stated that I was denied all XXXX loss mitigation options because PRMG allegedly sent me notices to which I did not respond by a specific date. However, I never received these letters, nor was I informed of my rights to specific XXXX relief options. When I requested available options, the representative questioned me extensively about exactly what happened during XXXX to cause my hardship, despite my attestation of financial impact due to the pandemic. The XXXX XXXX only requires a general attestation of hardship for forbearance eligibility, yet the representative insisted on additional personal details, stating, XXXX cant help you if you dont answer. This coercive tactic disregards the protections provided under the CARES Act and constitutes an unfair practice under UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ). 

Additionally, I discovered that PRMG has applied late fees to my account while I was on an active XXXX forbearance. I requested a clear, itemized statement of all transactions from the inception of my loan, but PRMG has not provided this information. PRMGs lack of transparency, inconsistent communication, and failure to follow HUD and CARES Act protections have left me unable to make informed decisions regarding my loan.

I am seeking assistance to ensure that PRMG provides full access to my documents, a transparent account of my transaction history, and an evaluation of my eligibility for all HUD XXXX recovery options.

Company response to consumer: Closed with explanation