Consumer complaint received 2018-01-17 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: MONEY SOURCE, INC., THE
State: AK

Complaint narrative:
We have a VA mortgage that is currently serviced by The Money Source. My husband was laid off from his XXXX a year job on XX/XX/XXXX. We were making payments just fine until about Fall of XX/XX/XXXX when we really started to struggle even though he did get another job right away. It was a job that did not pay nearly as much as the one he lost. Plus the mortgage company adjusted our mortgage payment but did not send us a letter to notify us of the change so come XX/XX/XXXX until about XX/XX/XXXX or XX/XX/XXXX, we paid what we thought was the regular payment. So there was a balance adding up each month without them notifying us at all. Come XX/XX/XXXX, we found out about the extra balance and started struggling to make the payments on the balance due and the higher mortgage payment ( it was adjusted from XXXX to XXXX to make up for a shortage in our escrow account ). We have continued to struggle into Fall XX/XX/XXXX, able to only make one payment ( with often two payments due ) but now we are four payments behind and have not been able to make a full payment since XX/XX/XXXX. XXXX would not give us emergency assistance as we do not qualify ( we make more than 700 a month, but not enough to cover our bills and mortgage ). We were given info about the HAMP program from The Money Source and filled out and turned in their Loss Mitigation AKA Borrower Assistance paperwork. We have communicated often, cooperated fully, and provided everything that they asked for. On numerous occasions now they have sent out letters saying that we did not turn in paperwork either at all or on time ( which we have proof that we did turn in the paperwork and ON TIME ). Last weekend, on XX/XX/XXXX we received a letter saying they denied us for borrower assistance because we did n't turn in the requested paperwork.. which we DID ... and I have the proof to show we did, and BEFORE the deadline.. They called us today to ask us to pay our past due balance of four payments and I told them no and talked to them about the borrower assistance and the supposed mix up that occurred. They were not happy that I have multiple proofs that we turned ALL requested papers ON TIME but said they would re-open our assistance file. In the meantime, " XXXX '' also stated that we still have to make at least one payment before XX/XX/XXXX or they will start foreclosing on us ( even though we were told by " XXXX '' that while in review for assistance, our account is essentially frozen from moving into foreclosure ) He claims its just in case we get denied.. We are very worried they are trying to push us into foreclosure even though we have cooperated fully and expect our financial situation to get better in a few months now. We had issues with them when we were going to be refinanced also.. so we are not surprised but we are scared also and need help to make sure they are not trying to purposely XXXX us out of our house. I have more proof than what is attached also, if needed.

Company response to consumer: Closed with explanation