Consumer complaint received 2023-02-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Movement Mortgage LLC
State: OH

Complaint narrative:
We started what would end up being the worst nightmare that either of us have ever had, like the lights where permanently out and there was no body home and what little hope we once had at trying to save our home was just gone, like we never even had a chance. Movement Mortgage had dropped the ball on us multiple times, along with making us feel like we were inadequate human beings, we were being discriminated against and completed harassed with no remorse about what we are going through, we were both feeling emotional distressed by what they had continued to do. 
Every time I had to call them it literally made me sick both emotionally and physically. 
It would take us four agonizing months to finally get to the next step where our Loss Mitigation Application would finally be considered Complete and their evaluation could take an additional ( 30 ) days to complete. 

On XX/XX/XXXX we would mail in our first set of the Mortgage Assistance Application documents certified mail because we had never been advised about the XXXX XXXX XXXX upload website. 
Around XX/XX/XXXX we would receive a letter in the mail from Movement Mortgage advising us that our application had been removed from the Loss Mitigation department do to us not providing the required documentation. 
I received an email from them dated XX/XX/XXXX telling us that our missing documents/ items are XXXX last 2 months of bank statements and the last 30 days of income pay stubs for XXXX for pay period XX/XX/XXXX and XXXX as well as 4506C line 1b XXXX needed to add his social security # and check the signature box AND this is all DUE by XX/XX/XXXX. 
How can we provide missing documentation by XX/XX/XXXX when we didnt get the email till after the fact. This in turn would be the FIRST time they would end up dropping the ball on us. 

XX/XX/XXXX XXXX called into Movement Mortgage and spoke to XXXX she advised him of what was supposedly missing, XXXX advised her at that time on their recorded line his last date of employment was XX/XX/XXXX so the last pay check stub that we sent in for him was for XXXX XX/XX/XXXX so he couldnt provide something he didnt have & at that time he had also closed his bank account that he had. She advised him then he needed to write up a hardship letter stating his last day of employment and why he couldnt provide them with bank statements either. But yet these are the only documents she said they was missing. 
After being put on hold XXXX came back on the line and advised XXXX that they apparently actually never received our First set of the documents for the Assistance Program that was sent certified mail on XX/XX/XXXX. 
Since we had sent them certified mail we had a tracking # to look them up and see when and who signed for them? Once we verified that they had been Delivered XX/XX/XXXX at XXXX p.m. and signed for we called Movement Mortgage back on XX/XX/XXXX and spoke to XXXX and advised her again on their recorded line that we had confirmation that they had received our paperwork and that is had been signed for on XX/XX/XXXX. She did say they had them, she gave him the XXXX XXXX website for us to yet again scan and send in our second set of documents for the XXXX XXXX. Because come to find out we ONLY have 30 days to complete the Application process and give them any additional documentation the intake department asks for. 
Once I got home from work I called in again spoke to XXXX then XXXX in the loss mitigation department to get clarification as to what we had to send them again and make sure we had the correct website to upload the documents to. On XX/XX/XXXX we completed our second set of documents along with a hardship letter XXXX wrote up which included his last date employment, why he couldnt provide last 2 months of bank statements and I had to sign his hardship letter as well again. 
This second set of documents that we filled out 4506-C dated XX/XX/XXXX and uploaded where sent to us in the mail by Movement Mortgage just like the first set. 

XX/XX/XXXX I again received any email from them advising we are missing documents yet again. 
I called in and spoke to XXXX she advised me we both had to input an X in the 6A box on our 4506C tax form and check the date and I had to also sign my name on XXXX hardship letter underneath his and date it again I uploaded the corrected documents yet again on XX/XX/XXXX to their website where it is date & times stamped. 
Received a letter XX/XX/XXXX that was dated XX/XX/XXXX from Movement Mortgage stating once again our Application is missing XXXX bank statements and we both had to correct the 4506-C form with signature, date, phone numbers and on line 6 input 1040. 

XX/XX/XXXX XXXX called me and left me a voicemail asking me to call them back. 
I called back into them after I got home from work spoke to XXXX she advised me they were just doing a collection call because no decision has been made with our application yet and until it changes we will continue to get collection calls from them. 

XX/XX/XXXX XXXX called me left me a voicemail asking me to call them back. 
I called back into them after I got home from work I spoke to XXXX who is in the Loss Mitigation department. 
She states they hadnt received our 4506-C forms or XXXX hardship letter and we only have till XX/XX/XXXX to get that in to them. I explained to XXXX there had to be some mistake that I didnt understand why because I have screen shots of everything where I uploaded it to their site and it was all dated XX/XX/XXXX and I even went back into their website myself it shows its all been uploaded and it is all been date & times stamped. She was very nasty and short with me, I asked her to transfer me to a supervisor she responded back to me she couldnt transfer me but if I wanted to hang up with her and call back in maybe I would get someone else JUST so they could tell me the same thing she had just said. 
I hung up I was very appalled by how she just spoke to me on the phone on a recorded line she has no customer service skills what so ever, she has no business dealing with people. 
I did call back in again already preparing myself if XXXX would answer again, how was I going to deal with the situation. THANK GOD she didnt because I already new my filter was gone I was in no mood for round two. 
This time I spoke to XXXX in collections she explained to me WHY there was such a fuss about our 4506-C forms because at the top left corner they are dated XX/XX/XXXX so this whole time that was the date problem with them. So not once but twice they mailed us outdated 4506-C forms and nobody even noticed this, so yet again they dropped another bomb on us. 
Once we were able to get the right 4506-C forms dated XX/XX/XXXX my hope was we would finally make it to the next step and have a Completed set of documents. XXXX explained to me they have been sending out the wrong set of documents and she was going to let that department know. 

On XX/XX/XXXX I called in to make sure they had received all our documents at this point and see what the next step is going to be for us. 
I spoke to XXXX she did explain to me they did receive all our documents and the 4506-C forms are NOW correct she explained they will forward them to underwriting for review and see what options they can find for us at this point and that Movement Mortgage with keep in touch with us at least once a week just to check in and update us with any news. 

WE both was feeling like maybe there was an ounce of hope left for us with re guards to everything we have already been through. 

XX/XX/XXXX I received two emails from XXXX XXXX whom all the emails have come from previously state she is our Relationship XXXX. The first email states they are just checking in and they are currently reviewing the additional items we sent in. 
This was indeed the calm before the Storm. The second email states that they are missing items that they need in order to move forward with our request for assistance package. 
I got these emails Tuesday morning while I was at work I just fell to the ground and all I could do in front of all my coworkers was cry. I was so embarrassed yet so dam angry all at the same time. I couldnt believe yet again they had dropped the ball on us again. 
I called in after I got home from work I spoke to XXXX whom is in Loss Mitigation department she explained to me that again our documents where outdated and we would have to redo them again. 
I let her have it there was no filter I explained to her how many times we have gone through this with them how many months we have been going round & round with them and how we have been getting treated, I told her nobody there wants to do their job & I am tired of doing the work for them I wanted to be transferred to a XXXX right now. I was done talking to her. 
She put me through to her XXXX XXXX and I gave her a mouth full also. She explained to me that yes our documents are past the ( 30 ) days again and that underwriting was asking for more information on XXXX plan for future work and XXXX. 
XXXX and I went through every single document in our multiple page file with them so I could grasp yet again exactly what I needed to change, re date, resign the whole packet. She said everything else looked good to her and was completed correctly. I went over some of my calls with some of her employees and told her to go and listen to our conversations it was appalling to me how we have been getting treated. She said she would go back and review them it would be a good training for them. XXXX asked me to give them till Monday before I call back in to check the status. I uploaded the documents again for the third time. 

XX/XX/XXXX again I receive two emails from XXXX XXXX. The first one stating they are just checking in and they are currently reviewing our additional items we sent in. 
Yet again the calm before the Storm the second email states this is notice to inform you that we are missing items we need in order to move forward with your assistance request. 

XXXX XXXX I called in spoke to XXXX he states the missing documents are checks stubs and bank statements, I asked him for who are these documents missing? He said it didnt specify in the notes so he told me just for XXXX and I both to send in these documents. 
I told him I wasnt sending in any more documents I have already sent in XXXX SETS at this point and in case they couldnt read XXXX has no bank statements or check stubs. 
After being on a hold for a lengthy time he gets back on the phone and told me he was sending a message to the intake department to review our documents again and told me to call back in on Tuesday XX/XX/XXXX. 
Apparently me thinking Tuesday couldnt come soon enough, by the afternoon I received yet again another email from XXXX XXXX stating this time they are informing me that they have Closed our review of our request for assistance package & if I believed this was done in error to login via the link or contact them by phone immediately. 
Once I got home from work I called them asap. XXXX answered I explained to her about the messages I had received earlier in the morning and my conversation with XXXX. 
So how now has our XXXX just been closed? XXXX looked through our file I reminded her how we had just spoke on XX/XX/XXXX and I spoke to her boss XXXX the same day and she told me she would ping XXXX again and see if she could talk to me? XXXX did say our Application should not be Closed. XXXX was at lunch but she would be in the office till XXXX XXXX. so she would probably give me. 

a call when she got back from lunch and if she didnt call me back XXXX said she would make it a point to return my call on Monday when she got in to the office. Needless to say Friday night came and gone XXXX never called me. Monday was here and still nobody bothered to call me BUT why would they. They dont do what they say they are going to do in the first place and they have proven that on multiple occasions already they are incompetent all on levels. 

XX/XX/XXXX I called in after I got home from work spoke to XXXX I asked her to transfer me to the XXXX XXXX Department, she told me she would see if they would take my call really what do you mean exactly if they will take my call? She gets back on the phone after just putting me on hold and tells me they will not speak to me. I told her I want her to send a message to the Supervisor in the loss mitigation department I want a return call back after XXXX XXXX  when I am off work. 

XX/XX/XXXX at XXXX a.m. XXXX called me and left me a voicemail that she was calling me per my request. 
I called back in and spent my lunch time speaking to XXXX who is in loss mitigation department I started off by asking him if there was a message from XXXX where I asked for a Supervisor to return my call and for it to be after XXXX XXXX. once I was off work? He said yes there is a message. 
I explained to him what we have been dealing with and what has been going on with our Application and that we have done it three times I already and I was not about to do it for a fourth. 
He was messaging XXXX XXXX who is over XXXX the Supervisor in his department because he had to get permission to have our Application sent back and have it reopened for reviewed yet again but this time by a Supervisor in the intake department because XXXX said it looked like they did drop the bomb on us yet again by Closing our application. 
Less than three hours later I had two more emails from XXXX. The first one was again a New Check in advising me they had received and are currently reviewing the items I had sent it. 
The second one said our Package was finally deemed to be Completed for the first time which all in all ended up being one of the best feeling in the world at this point four months later.

Company response to consumer: Closed with explanation