Consumer complaint received 2024-04-17 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: CrossCountry Mortgage LLC
State: FL

Complaint narrative:
I have a VA loan and live in Florida. Back in XXXX  Florida had Back to back hurricanes, XXXX XXXX and XXXX XXXX. As a result of this hurricane, our home sustained substantial damage, almost {$19000.00}. We first tried to get relief from our home owners insurance, but they said that our damage was do to flooding and we unfortunately did not have flood insurance on our policy. We lived I a non flood zone, so we didn't ever even think about getting flood insurance. XXXX XXXX was a 1 in 500 years flood they called it, and caused more damage than any other flood in the history of Florida. Since my insurance company wouldn't help and COVID depleted all our savings, I reached out to my mortgage company ; CrossCountyr Mortgage to see if they could assist. Since my home was a VA loan and the hurricanes were declared a federal natural disaster, they said I would qualify for a Loss Mitigation. At the time, I had no idea what this was. They explained that they will defere 6 payments, then push those payments to the back of the loan and restructure my loan. After 6 months of dealing with this, they denied my loss mitigation. I appealed the decision and found out it was because they miscalculated my income. After another month, they finally approved my loss mitigation. They raised my interest rate from a XXXX to a XXXX and my payments went from {$4800.00} per month to {$6300.00} which was crazy in itself. They then put me on what they called a 3 month trial payment plan to insure I could make my new payments. As soon as the trial plan started, Crosscountry Mortgage sold my loan to Mr Cooper but as a servicer for Crosscountry Mortgage. I ended up making my XXXX trial payments to XXXX XXXX/Crosscountry Mortgage. After my trial payments were completed, they were supposed to modify my mortgage and restructure my loan. After not receiving any loan documents as they told me I would receive, I called them to check in. They said it will take another week. Another week went by and they said it's still processing. They would not let me make any additional payments during this time either. After week XXXX, I called again and they said my loss mitigation has been denied, but couldn't give me an answer. This is illegal per the VA department when I called them. They lender can't approve my mitigation, make me pay my trial payments as agreed then deny my loss mitigation. It's been in " limbo '' status for 4 weeks now and they will not give me answers. This is unfair, unjust, and just plan wrong. The modification was supposed to help me, not make things worse, increase my interest rate and payments and put me in forclosure. I really need help. I'm an XXXX  vet who worked hard to build my family there dream home. Please help me keep my home. This situation has been extremely stressful, unjust and unethical. 

Thanks for your time XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief