Consumer complaint received 2020-10-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SIERRA PACIFIC MORTGAGE
State: NJ

Complaint narrative:
having financial issues XXXX -We contacted Sierra Pacific Mortgage for loan modification - approved - we received contract XX/XX/XXXX - contract stated to have documents signed, dated and notarized by XXXX XXXX - since there was no mention of a payment we called Sierra Pacific Mortgage spoke with rep XXXX XXXX XXXX ext XXXX, XXXX week of XXXX - we asked if a payment was due for may as there was no mention in contract - XXXX XXXX replied NO PAYMENT DUE IN XXXX ( TWICE ) we asked again ( fyi calls are recorded ) XXXX  said our next payment due XX/XX/XXXX - we received statement in XXXX that didn't reflect loan modification - which shows we owe XXXX, which didn't make sense, we sent email to XXXX XXXX XX/XX/XXXX, XX/XX/XXXX, please call asap in reference to statement - XXXX  called back assured us - that system has not been updated yet - she stated that statement and loan would be update for XXXX - please disreguard statement - on XX/XX/XXXX we received collection call for pay XXXX payment we spoke with rep id ( NSW ) XXXX - advised rep we paid on XX/XX/XXXX {$2500.00}, replied that was for XXXX payment advised we had loan modification and there was no XXXX due ( as per loss mitigation rep XXXX XXXX ) we immediately email XXXX  XXXX XXXX, XX/XX/XXXX and most of XXXX we email and left voice msg with no replies untill XXXX ( in our conversation i asked her what is going on you told us on a recorded phone call that no payment was due till XXXX - adv her this effect our credit as well XXXX said she didn't recall ( i advised her that all calls our recorded ) i told her that i was putting a compliant to her supervisor XXXX XXXX XXXX ( email was sent on XX/XX/XXXX, and email research proxy was already sent on XX/XX/XXXX and again on XX/XX/XXXX - no replies - on XX/XX/XXXX i received a letter from Sierra Pacific Mortgage XXXX XXXX received your inquiry and referred to the appropriate area of review we will make every effort to get back to promptly in the time limit required by law - no responed again untill XX/XX/XXXX we need another 15 days we have not completed investigation, I have been harassed by collection dept even after i having to explain - loan modification gone wrong - i cant tell you the emotional distress, the XXXX night the XXXX  this has caused us ( especially during a pandemic - we did everything we were suppose to do - this is causing me to have a break down -here are just a few of the calls i made and received from collection asking for payment - XX/XX/XXXX ID XXXX  XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX TRANSFER TO XXXX THEN TRANSFER TO XXXX XX/XX/XXXX XXXX XX/XX/XXXX SUPERVISOR LOSS MIDIGATION ID XXXX  EXT XXXX XX/XX/XXXX DKA XXXX COMPLIANT XX/XX/XXXX SUPERVISOR XXXX XXXX I IGNORED ALL CALLS SO XXXX I DIDNT HAVE A BREAK DOWN THESE WERE JUST A FEW CALLS I WROTE DOWN - I NOW HAVE FALLEN INTO HARDER TIMES DUE TO COVID MY PAY CHECK HAS BEEN CUT MY HUSBAND LOST HIS 2ND JOB - I WOULD LIKE THIS ERROR MADE RIGHT, THE REPORTS TO CREDIT BUREAU CORRECTED, I WOULD LIKE SOME COMPENSATION FOR EMOTIONAL PAIN AND SUFFERING - I JUST WANT HELP PLEASE BE ADVISED ALL CALLS HAVE BEEN RECORDED -EMAILS, COPY OF CONTRACT ETC

Company response to consumer: Closed with explanation