Consumer complaint received 2023-08-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WESTERN ALLIANCE BANCORPORATION
State: CA

Complaint narrative:
I have XXXX mortgage accounts with Western Alliance Bank ( XXXX ) with the following property addresses and loan numbers. 
XXXX. XXXX XXXX XXXX, XXXX, CA XXXX ( Loan # : XXXX ) XXXX. XXXX XXXX XXXX, XXXX, CA XXXX ( Loan # : XXXX ) XXXX. XXXX XXXX XXXX XXXX XXXX, CA XXXX ( Loan # : XXXX ) I received XXXX letters from informing me that the loss mitigation applications for the XXXX and XXXX  properties are rejected because the investor has not approved the forbearance plan, repayment plan and payment deferral. ( see attached of both letters ). Prior to receiving these letters, XXXX agent called me on XX/XX/XXXX and informed me that the XXXX  loan ( XXXX XXXX ) was approved for forbearance plan on the month on XXXX, XXXX and XX/XX/XXXX. On XX/XX/XXXX, I received another phone call from XXXX, XXXX of the assigned agent for XXXX of loss mitigation applications that all loss mitigation applications for all XXXX loans are rejected and I should be receiving the denial letters. I informed him about the phone call on XX/XX/XXXX informing me the forbearance approval on XXXX XXXX and he said that the agent was incorrect. I also asked several XXXX agent whether my loan is XXXX XXXX loan and the investor is XXXX XXXX  XXXX I received different answers that the investor of my loan was XXXX or XXXX ( loan Held for Investment ). I explained to the XXXX agents that XXXX other conventional loans ( XXXX XXXX loans ) that I hold are approved for mortgage forbearance already from other loan servicing companies, such as Service XXXX and XXXX XXXX XXXX XXXX ( See attached forebearance approval letters from both companies ). All the loss mitigation applications that I submitted to XXXX, XXXX XXXX and XXXX XXXX, XXXX were based on identical reasonings shown on the hardship letter, such as unemployment, settlement agreement paid out to tenant in XXXX XXXX XXXX, XXXX XXXX, CA XXXX, and flooding disaster on the property located on XXXX XXXX XXXX XXXX, XXXX, CA XXXX ( see the attached hardship letter ). In addition, all these properties serviced by XXXX, XXXX XXXX and XXXX XXXX, XXXX are investment properties. Nevertheless, the agent kept mentioning to me that the investors rejected the loss mitigation applications. 

I finally requested the supervisor to call me back to explain the outcome and clarified the loan types and investors. I received a phone call from the supervisor on XX/XX/XXXX, who finally clarified that all loans are XXXX XXXX loan. She also informed me that all the denial letters for all XXXX loans will be uploaded on the loan portals. I never received the denial letters on the client portals, but on the mail on XX/XX/XXXX and XX/XX/XXXX for the XXXX  and XXXX loans, respectively. Thus far, the denial letters for the XXXX loan has not been received in the mail. I believe that my loss mitigation applications reviewed by XXXX have not been properly evaluated according to the XXXX XXXX XXXX 

I just received the denial letter for XXXX XXXX XXXX XXXX XXXX, CA XXXX. So, I would like to include this property for review of loss mitigation per XXXX XXXX guideline.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation