Consumer complaint received 2025-07-24 00:00:00
Product: Mortgage — Conventional home 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: ZIONS BANCORPORATION
State: TX

Complaint narrative:
In approximately XX/XX/XXXX, we found XXXX XXXX in our home and had to move out. We were all sick and had to seek very expensive medical help so we could begin feeling better. We also had to find alternative housing and start over with new belongings that were not affected by the mold. We notified our lender of this situation through the Loss Mitigation process MANY MANY times but never received a resolution. At the time, my income was solely from commissions, so they didn't understand how I earned money, so my application continued to get stuck in a loop. I submitted thousands of pages of documents to their attention over the next 2 years, but never received an offer for assistance because nobody could understand how I made a living. 
On XX/XX/XXXX, I was notified by an unrelated third party that my mortgage had a date set for foreclosure. I immediately called the servicer and spoke to a woman who told me " as long as I get my complete loss mitigation package submitted by 5 days before the foreclosure auction, it will remove my home from auction while the bank reviewed the package ''. I requested she send a loss mitigation package to me. 
She then transferred me to another representative - XXXX XXXX- who informed me of some steps to make sure my package was complete and had the best chance of not getting rejected. 
Over the next 4 days, I put together my best guess at a Loss Mitigation package based on my prior experience. 
On XX/XX/XXXX I was told by the servicer that I could view my documents on their internet system and the loss mitigation package would be posted there as well, so I created a login and a password, but the Loss Mitigation package was not there. Given that time was running short on me, I used their online system to begin the Loss Mitigation process and I received a letter immediately that they had received my request. 
I began uploading the documents I believed they would request and completed uploading documents on XX/XX/XXXX. 
On XX/XX/XXXX I received a letter from XXXX stating they would not consider my application because my documents were submitted inside of the 37 business day window. In RESPA Regulation X, it states that the period is 37 days. Plus, the advisor on XX/XX/XXXX said that if I submitted a complete package greater than 5 business days before the foreclosure sale it would halt the auction and the investor would review/consider my application. It is impossible for me to determine if my application is complete when I get an outright rejection letter on the day that is 39 days before the auction date. 
On XX/XX/XXXX I called the servicer to ask for clarification on this, but the person who answered the phone, XXXX - XXXX - was unable to help. I asked to be escalated to a supervisor who could help me with this situation, and someone who was familiar with RESPA. There were no supervisors available, so she said someone would call me back within 24 hours, but I don't know when and they won't try me back if I miss the call. She also could not provide me with any assurance the supervisor would have any knowledge of RESPA standards. 
The clock is ticking on me to try and not get damaged with a foreclosure. I am trying to pursue every option available to me to try and work out something with the bank, but I have struggled to get accurate answers and feedback. Please help!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation