Consumer complaint received 2025-07-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: 21ST MORTGAGE CORP.
State: AL

Complaint narrative:
I applied for a loss mitigation on XX/XX/XXXX last week with XXXX XXXX. I was given another customers full information and I asked why was I given someone elses information and they didnt give me a clear answer. They informed me ( via a very vague email ) that I was denied after I reached out via email to ask the status of my loan this morning XX/XX/XXXX. I then called and asked for proof that they could no longer help me. In XXXX I lost my job and they made XXXX payments. In XXXX I went through a divorce and was told they made a full payment, but I made {$440.00} of the payment so that was not a full payment. This year, XXXX, I went through a health scare with my son and his eye implants. All surgeries are highly expensive as well as his glasses and hospital stays. I informed the company of this and sent in my completed application, but they didnt seem to care to call and make me aware of the status of my loan. I never received a denial letter and I requested proof in writing from them that I have exhausted all help and I do not yet have. Also, I have always made my mortgage payments on time ( due the XXXX of each month ) until I became unable to. When I lost my job in XXXX I became unemployed for a while and then I became a school teacher. I went from making {$35.00} an hour to {$20.00} and hour, and went from getting paid every XXXX weeks to XXXX  a month. XXXX saying this all because I just ended a call with an account XXXX at XXXX XXXX. He told me they cant help and no more options available. He told me I never make my payments on time and this is hurtful because how can I make them by the XXXX if I get paid only XXXX time a month? I make my mtg payment every month on the day I get paid. Yes I wish I can make the XXXX but being a school teacher I can not. I am an XXXX XXXXXXXX XXXX XXXX of XXXX kids. I do not receive child support and Im trying the best I can. I was talked to like XXXX and told that I never make my payments on time and he even hung up in my face. XXXX XXXX  had a disgusting reputation of being XXXX. When I told the man that he was white he got angry and yelled at me saying I didnt know. I told him he must not know what it feels like to go through anything and if he doesnt thats great but this company does not care if you kill yourself. They dont care how bad they stress you out and talk to you as if you do not matter. I know I have other options, but they dropped the ball by not following the proper protocol when it comes to loss mitigation. I am a hard worker who wants to pay my bills and keep my home, but I will not be talked to in such manner. I told him Im not stupid and have XXXX degrees. He also kept calling me by my divorced name after I told him to stop. Last, my account XXXX ( XXXX XXXX ) needs assistance and to be trained on how to handle sensitive information. He provided me someone elses information that included her name, address, and application for loss mitigation, and does not follow up after promising to do so by phone. I want justice and need help. I want a fair decision made for me just as everyone else gets a fair decision. They breached the privacy of myself and the lady whose information I have. They also are making harassing phone calls everyone month the day after the XXXX although I pay when I get paid, which is the end of the month. My XXXX is at risk due to this XXXX. My kids need me. And me and my kids need a home. Im just in a bad situation right now. A payment plan wasnt even offered. He treated me like I stole from them and all I wanted was help. I pray XXXX have mercy on him. Ive been with XXXX XXXX  since XXXX and its XXXX yet I still get talked to like XXXX by customer service. Last, I was told to FIGURE IT OUT by the account XXXX. Im attaching proof that I have someone else information and proof of what was told to me along with what I said in email. Im supposed to receive a phone call to discuss the loss mitigation decision not a bland email.

Company response to consumer: Closed with explanation