Consumer complaint received 2019-02-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Guild Holdings Company
State: CA

Complaint narrative:
in XXXX I applied for loss mitigation options. I was approved by Keep Your Home California for a loan forgiveness program. My lender, Guild Mortgage, denied the assistance from the loan forgiveness program without a written or verbal explanation. Guild mortgage denied me numerous times for any loss mitigation options without written explanation. In XX/XX/XXXX Guild mortgage informed me that I must be 90 days late in order to receive assistance. After several denials, in XX/XX/XXXX Guild mortgage approved me for a 3 month special forbearance with a temporary payment plan set to begin XX/XX/XXXX amount of {$1900.00}. During this time, Guild was concurrently pursuing default on the home. In XXXX, my income decreased and I was asked to submit an application for a modification and a partial claim. That same month, I was approved for a partial claim and HAMP tier 2, however, the payment given to me was over 40 % of my gross income and my interest rate was raised from 3.75 to 4.25 %. Guild informed me to sign the agreement or foreclose. 

Immediately afterwards, I requested another loss mitigation option and was verbally approved for a one year forbearance with a payment that suited my income and verbally promised payment arrangements for all remaining arrears. Five months into the special forbearance Guild demanded around $ XXXX in arrears to be paid immediately. In XXXX to XX/XX/XXXX Guild mortgage verbally demanded around {$4500.00} in payments, {$5000.00} in XX/XX/XXXX, XXXX {$10000.00} and another {$17000.00} or so in XX/XX/XXXX. I was forced to borrow and pay over {$30000.00} within 6 months or lose my home. I requested on several occasions documents, notices in writing and copies of cancelled checks, but my requests have and still are being ignored. 

XX/XX/XXXX arrears was XXXX Forbearance Payment amount XXXX for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX Forbearance extended from XX/XX/XXXX - XX/XX/XXXX in the amount of XXXX. However, without notice Guild broke the contract and I was told to make payments in excess of $ XXXX XX/XX/XXXX - Guild verbally informed me that the forbearance was over and there were no more options available to me. 

The partial claim applied to my principal account is in the amount of {$85000.00} and the note indicates {$100000.00} owed with zero interest. 

I paid roughly $ XXXX in past principal, piti, pmi, fees, late payments etcetera. However, I do not understand why the lien note states {$100000.00} is due upon sale of home. How is this calculated when Guild applied {$85000.00} to principal and I paid all of the fees that were advanced by Guild Mortgage. 

My modification did not meet the guidelines for the HAMP program and was well above what I could pay at that time. I requested that my income be reviewed and the loan to be modified and I was ignored, threatened with foreclosure and forced to pay all back fees immediately. Guild did not give me written notices or information on my loan modification. I did not know the terms of my modification until I received the contract in the mail. 

I was approved for a loan forgiveness program from KYHC, and Guild subsequently denied to accept it, without reason, which was a huge financial loss. 

I did not receive any notices or written communication from Guild in terms of denied applications, modificatification or forbearance terms. I also did not receive any notices for lump sum payments, amounts or the due date while being in a forbearance agreement. I have not received a response to my verbal and written requests for my file and contract information. 

Additionally, I requested the removal of mortgage insurance, due to my LTV is now below 78 % on the principal balance due and I was denied. 

When I requested the late fees to be removed the wording was changed from late fees to other, but not removed.

Company response to consumer: Closed with explanation