Consumer complaint received 2026-05-04 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: Guild Holdings Company
State: FL

Complaint narrative:
Complaint against Guild Mortgage Company Improper Credit Reporting Due to Servicing Delays and Inconsistent Loss Mitigation Handling I am submitting this complaint regarding Guild Mortgage Companys handling of my VA-backed mortgage following a forbearance period, and the resulting negative credit reporting for XX/XX/XXXX. My concern is not simply whether the delinquency was technically accurate, but that it was directly caused by servicer delays, inconsistent guidance, and failure to act when I actively sought assistance, despite my good-faith efforts to resolve my situation. Background - My forbearance period ended on XX/XX/XXXX. - I engaged immediately with Guild Mortgage to determine appropriate post-forbearance options. - On XX/XX/XXXX, I completed an attestation and was placed into review for a Formal Payment Plan ( FPP ). - On XX/XX/XXXX, I contacted Guild to discuss the status and affordability of the proposed plan. During the XX/XX/XXXX call : - I raised concerns that the FPP was not affordable. - I discussed alternative options, including a loan modification. - Despite this, no loan modification review was initiated, and I was instead directed to contact the VA. It was not until XXXX I independently obtained guidance and explicitly requested itthat a loan modification review was finally initiated. XXXX XXXX XXXX. Failure to Act When Assistance Was Requested ( XX/XX/XXXX ) During the XX/XX/XXXX call, I clearly communicated that the proposed repayment plan was not affordable and discussed alternatives. This was a critical intervention point where Guild Mortgage could have initiated a loan modification review or taken steps to evaluate all available loss mitigation options. Instead, no action was taken, and I was directed externally to the VA, delaying resolution. -- - XXXX. Inconsistent and Conflicting Information Regarding Loan Modification Eligibility Guild Mortgage has provided conflicting explanations regarding loan modification availability : - I was initially told that a loan modification was an available option ( with conditions ). - In later correspondence, Guild stated that I was not eligible at all due to a XXXX seasoning requirement. These contradictory statements demonstrate that I was not provided with clear, consistent, or reliable guidance, which directly impacted my ability to pursue the appropriate resolution in a timely manner. -- - XXXX. Servicer-Caused Delay Resulting in Negative Credit Reporting Because Guild Mortgage did not initiate a loan modification review on XXXX instead required additional steps such as opting out of the FPPthe process was delayed. As a result : - The loan remained in a delinquent status through the XX/XX/XXXX reporting cycle. - This delinquency was not the result of borrower inaction, but rather the result of delays and gaps in the servicers loss mitigation process. Had the review been initiated on XX/XX/XXXX, the timeline would have been materially different and XXXX have prevented or mitigated the negative credit reporting. -- - XXXX. Good Faith Efforts by Borrower Throughout this period, I acted in good faith : - I engaged promptly after forbearance ended. - I communicated proactively with Guild Mortgage. - I raised affordability concerns and sought alternatives. - I pursued guidance from the VA when directed to do so. At no point did I ignore my obligations. I relied on the servicer to guide me through the process appropriately. -- - Additional Context This loan is backed by the U.S. Department of Veterans Affairs, and this complaint involves the handling of loss mitigation under a VA-guaranteed loan. I believe this matter warrants review not only for technical compliance, but for whether the servicer met its obligation to provide timely, accurate, and effective assistance to a borrower actively seeking resolution. -- - I respectfully request that Guild Mortgage provide a substantive response addressing the issues of delay, inconsistent guidance, and causation of the delinquencynot solely whether the reporting was technically accurate.

Company response to consumer: Closed with explanation