Consumer complaint received 2026-06-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Acra Intermediate Holdings, LLC
State: FL

Complaint narrative:
I am submitting this complaint regarding my mortgage servicer, XXXX XXXX XXXX, and lender, Acra Lending. Over the past several months, my family has experienced significant financial hardship due to illness within the family and a loss of employment. As a result, I have struggled to keep up with my monthly mortgage payment of {$4900.00}. Despite these challenges, I have been actively working with the company to find a solution that would allow my family to remain in our home and eventually return to making our regular monthly payments. I have contacted customer service on numerous occasions to apply for mortgage assistance. Throughout this process, I have been asked to submit extensive documentation. I have provided every document requested in a timely manner and have maintained records of all documents submitted. However, each time I am informed that my mortgage assistance package is complete, I am later contacted and asked to provide additional documentation. This repeated cycle has significantly delayed the review process and has made it difficult to move forward toward a resolution. The assistance I am requesting is intended to provide temporary relief while my family recovers financially. My goal is to obtain a more affordable monthly payment and a reduction in my current interest rate, which is extremely high. I am not seeking to avoid my obligations ; rather, I am trying to work with the company to establish a manageable payment arrangement so that I can continue making payments and avoid losing my home. I am also willing to accept other reasonable alternatives, including having the missed payments added to the end of the loan term so that I can bring the loan current and resume making regular monthly payments moving forward. My primary goal is to get back on track and keep my mortgage in good standing while my family recovers from this temporary hardship. At this time, I am approximately three months behind on my mortgage. I have been advised that once an account reaches this stage, the full delinquent amount must be paid or foreclosure proceedings may begin. This has placed tremendous stress on my family. I have two daughters and am working as hard as possible to improve our financial situation while pursuing every available option to keep our home. I am also working with a XXXX-approved housing counselor to navigate the mortgage assistance process. Despite these efforts, I have found customer service representatives at XXXX XXXX XXXX to be unhelpful and, at times, disrespectful during our communications. Rather than assisting me through the process, I often feel that unnecessary obstacles are being placed in the way of obtaining assistance. As of today, I have submitted all documentation that has been requested and am waiting to hear whether my file will be forwarded to underwriting for review. I am concerned that after months of providing documents and attempting to cooperate in good faith, my request may still be denied, leaving my family with few or no options to avoid foreclosure. I respectfully request that the company conduct a fair and timely review of my mortgage assistance application, communicate clearly regarding any remaining requirements, and work with me to identify a reasonable solution. Whether through a loan modification, a reduction in my monthly payment, a lower interest rate, or by moving the delinquent payments to the end of the loan term, I am simply seeking an opportunity to get current on my mortgage and keep my family in our home. Thank you for your time and consideration.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation