Consumer complaint received 2024-09-03 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Guild Holdings Company
State: OR

Complaint narrative:
I was having some trouble paying my mortgage about a year ago due to XXXX, medical bills due to my home being sold to me with roof leaks and mold and the subsequent allergic reactions that my wife, my son and myself had been experiencing since we moved in. Our debt to income ration was very high when we were miraculously approved for the Va home loan. We then entered the COVID forbearance program for as long as guild mortgage would allow. There was no warning or notice that the entire XXXX would be due as a lump sum payment at the conclusion of the forbearance program. I was in shock and called and asked if I could put that amount on the end of my loan and I was told no. The only option guild was giving me was to short sell my home or go into foreclosure and lose it. They asked about changing my payments or a continued forbearance, all were denied. When I tried to make a partial payment it was also denied. Then guild stopped responding entirely to the point where not only could I not make any payment whatsoever but I was unable to communicate to possibly negotiate with guild regarding the impending foreclosure. My calls were never answered and sometimes would go straight to a message and no one ever called me. Its almost like I was blocked. I was then forced to find other means of saving my home when I was thankfully able to get approved with the Homeowners Assistance Fund for a XXXX percent loan for the amount of just over XXXX. This was contingent on me living in my home for the next 5 years and I would have no payments to repay the HAF loan during that time. They saved my home and even they had problems communicating with guild mortgage. It was not until I was almost finished with the HAF loan approval that guild mentioned loan modification amongst other options. So now I have a stand alone 2nd mortgage for over XXXX to pay off if I ever wanted to move or sell and its due to the direct refusal of guild mortgage to follow foreclosure protocols and offer the options that were readily available with them in accordance with federal mortgage relief guidelines. They also still will not tell me who my lender is or put me in contact with them. They set me up to fail and then tried to make me lose my home and if not for the HAF loan they would have succeeded. In XXXX of this year the HAF fund payed for the past due balance and all the fees and an additional 6 months of my mortgage to which I have made all my payments on time. I feel like I was setup for failure by my mortgage company but when I spoke with guild last week about my debt to income ration upon purchase they said they were following VA guidelines when the VA does not set the terms of the loan. They just back the veteran buying the home. I feel I was targeted and setup to fail from day 1 from guild. I can never get straight answer from them about anything and I get mixed information all the time and never any actual help from guild.

Company response to consumer: Closed with explanation