Consumer complaint received 2026-04-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: GA

Complaint narrative:
The Honorable XXXX XXXX XXXX XXXX of the United States The White House XXXX XXXX XXXX XXXX Washington XXXX DC XXXX RE : Urgent Request for Update and Action on Loss Mitigation Partial Claims for Veterans Dear XXXX XXXX, I write today as a concerned veteran ( or on behalf of veterans ) regarding the status of loss mitigation partial claims that were previously approved under the Department of Veterans Affairs ( VA ) home loan program. In recent years, veteran homeowners faced significant financial hardship following the expiration of the COVID-era partial claim and Veterans Affairs Servicing Purchase ( VASP ) programs. Those programs were critical tools that allowed veterans to catch up on missed mortgage payments and avoid foreclosure. However, the expiration of the original partial claim authority in XX/XX/XXXX, followed by the wind-down of VASP on XX/XX/XXXX, left many veterans without an effective loss mitigation solution and at risk of losing their homes. In response, Congress passed H.R. 1815, the VA Home Loan Program Reform Act, which reinstates legal authority for the VA to offer a partial claim program and aligns VA loss mitigation with those available under FHA and USDA programs. This legislation was enacted into law on XX/XX/XXXX, and establishes a framework for partial claims that can cover up to a percentage of unpaid principal to keep veterans in their homes. While the enactment of this law was an important step, many veterans remain without clarity or access to the program. Public accounts from veterans and housing advocates indicate that implementation has been delayed, that servicers are unsure of how or when to execute partial claims, and that veterans are not receiving consistent information or relief. Accordingly, I respectfully request the following information and action : 1. Current Implementation Status A detailed update on the VAs actions to implement the partial claim authority authorized by H.R. 1815, including timelines, regulatory guidance, and issued directives to mortgage servicers. 2. Veteran Access and Eligibility Clarification on how currently approved partial claims ( or VASP participants nearing completion ) are being transitioned into the new partial claim authority without loss of benefits or merit. 3. Communication and Oversight An assurance that the VA and appropriate federal partners are coordinating with servicers nationwide to ensure no veteran is left without loss mitigation options due to administrative delays. 4. Transparency and Accountability A clear public reporting plan that informs affected veterans and stakeholders of implementation milestones and progress toward full deployment of the partial claim program. Veterans have served our nation with honor and sacrifice. It is imperative that their earned benefits, including meaningful foreclosure prevention and loss mitigation, are implemented with urgency and transparency. Many families are still struggling with mortgage delinquency, and delays in program rollout continue to expose them to unnecessary risk. I appreciate your attention to this issue of national importance and your leadership in standing with veterans. I look forward to your response and the swift implementation of this vital loss mitigation authority. Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation