Consumer complaint received 2024-01-24 00:00:00
Product: Mortgage — Manufactured home loan
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: TRIAD FINANCIAL SERVICES, INC.
State: NY

Complaint narrative:
We purchased our manufactured home in XX/XX/XXXX through Triad Financial Services. We have had nothing but problems with them and they are impossible to work with. It is not possible to speak with a human agent at their company because everything is automated and they never call back. They dont care about their customers because there are dozens of complaints filed against them stating the same exact problems that we are having. We are now being pushed into foreclosure because of their unethical business practices and need Triad to be held accountable. Our family has gone through demonstrable and documented hardship due to loss of hours and Covid related income loss and have attempted to resolve delinquent payments with them. Despite dozens of attempts we have not been able to get an agent on the phone to discuss our situation, instead it is always leave a voice mail and we will call you back but it never happens. Our family has the ability to pay our mortgage loan but at this time Triad has blocked us from making any type of regular payment and instead have referred our account to a law firm to start foreclosure proceedings. As a licensed loan provider and mortgage servicer there are protocols and guidelines that they should be following when dealing with struggling homeowners. Their repeated refusal to engage ( evidenced by dozens of complaints from other borrowers ) tells me that they simply dont care at all about their borrowers. 

About eight months after buying our home in XX/XX/XXXX my wifes XXXX cut her hours and combined with inflation we were struggling with our bills but got bailed out by a tax refund. In XX/XX/XXXX my wife had her hours cut again and also major unexpected expenses related to our car and missed the payment. We believed we could get caught up and make a double payment like we did in the past but when XXXX came we were still struggling. At that time we began calling Triad to discuss options to help us resolve the delinquent payments. Despite dozens of attempts at all different times of the day, we were never able to actually get an agent on the phone to discuss our situation. 

Our hardship was resolved in XX/XX/XXXX as my wifes hours as a XXXX XXXX  were restored and we were able to get rid of one of our vehicles and cut out the car payments. We tried to resume making our mortgage payment but the automated system would not accept anything from us and we could not speak with an agent or any employee at Triad to see what options may be available. We are now being contacted by a law firm that is stating we are going into foreclosure and demanding that we pay off the full mortgage amount of {$65000.00} even though the delinquent amount owed is about {$3800.00}. 
This is an avoidable foreclosure and we believe that Triad should be looking at options to resolve the delinquent payments other than full reinstatement.

Company response to consumer: Closed with explanation