Consumer complaint received 2026-05-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Guild Holdings Company
State: OR

Complaint narrative:
I am submitting this complaint in response to Guild Mortgages prior CFPB response, which I believe failed to address specific, documented servicing issues and instead relied on generalized regulatory policy statements rather than account-specific facts. My complaint involves ( 1 ) improper or unsupported Single Point of Contact ( SPOC ) servicing, ( 2 ) potential dual tracking during an active loss mitigation review, ( 3 ) inadequate handling of loss mitigation communications, ( 4 ) disability-related communication breakdowns following disclosure, and ( 5 ) inappropriate steering toward liquidation during active review. 1. Failure to Provide Meaningful SPOC / Continuity of Contact Guild Mortgage asserts compliance with Regulation X SPOC requirements under 12 CFR 1024.40. However, in practice, I did not experience consistent or meaningful continuity of contact during critical periods of loss mitigation review. Instead, communication was fragmented, inconsistent, and lacked a clearly identifiable, continuously responsible individual capable of managing my file through the entirety of the loss mitigation process. This materially impacted my ability to effectively participate in available foreclosure prevention options. Guilds assertion of SPOC compliance via a general team-based phone line does not reflect my actual servicing experience on the account. 2. Potential Dual Tracking During Active Loss Mitigation Review A complete loss mitigation application was submitted and under review at the time my loan was referred into foreclosure proceedings. This raises a concern of dual tracking in violation of mortgage servicing standards under Regulation X ( 12 CFR 1024.41 ), which restricts foreclosure activity while a complete loss mitigation application is pending review. Guilds response did not provide a documented, account-specific explanation demonstrating that foreclosure referral occurred in compliance with applicable procedural requirements. 3. Loss Mitigation Communication Failures and Steering Toward Liquidation During the active loss mitigation period, I was informed by my assigned loss mitigation representative that liquidation pathways ( including sale-related outcomes ) were presented as part of the discussion. Additionally, a third-party partner company was referenced in the context of liquidation options while loss mitigation review was ongoing. This raises concern that loss mitigation assistance may not have been neutral, complete, or fully aligned with retention-first evaluation requirements during active review. 4. Disability-Related Communication Breakdown Following disclosure of disability-related circumstances, I experienced a material decline in effective communication and continuity of servicing support. This resulted in reduced clarity, inconsistent follow-up, and diminished ability to participate in loss mitigation processes in a meaningful way. Guilds prior response did not address whether reasonable accommodations or procedural adjustments were properly implemented following this disclosure. 5. Inadequate Response to Prior CFPB Complaint Guild Mortgages prior CFPB response did not address key factual issues raised, including : the exact timeline of loss mitigation completeness versus foreclosure referral specific SPOC assignment history and servicing continuity records individualized decisioning records regarding loss mitigation options considered documentation supporting foreclosure referral timing during active review records related to liquidation discussion and third-party referral communications Instead, the response relied primarily on generalized regulatory compliance statements without providing account-level documentation substantiating those claims.

Company response to consumer: Closed with explanation