Consumer complaint received 2022-09-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Norwich Commercial Group, Inc.
State: FL

Complaint narrative:
To whom it may concern, My late husband was diagnosed with terminal XXXX in XX/XX/XXXX. As you can imagine, this diagnosis changed our lives forever. I was his sole caretaker and had power of attorney. I tried my best to keep everything together during this horrific time in our lives. Unfortunatly, I fell behind on the mortgage due to lack of income and caring for my husbands daily medical needs. I have been in communication with Norcom Mortgage regarding the VA loan since the start of his declining health and untimely death. 

In, XX/XX/XXXX, we filed for SSDI, he was approved immediately due to the diagnosis, but they said that the first payment would not come until XX/XX/XXXX. The amount would have been {$2800.00}, which was never received. I contacted Norcom Mortgage on XX/XX/XXXX, at XXXX to give them updates on his health as they were notified beforehand of his entitlement from SSDI. In XXXX of XXXX, once again, I communicated with Norcom Mortgage and told them I had a few claims through Veteran Affairs. 

Throughout XXXX of XXXX, my husband was admitted to the VA hospital twice. In XXXX of XXXX, he was transferred to XXXX, where he remained for 2 weeks, until he passed. 

XX/XX/XXXX, I called Norcom Mortgage at XXXX a.m. to let them know that he had passed away. I asked what I needed to do, since they would not speak to me, although I got letters addressed in my name as well as his. I also informed them that the house would be up for sale. They told me that they would mail a loss mitigation packet and it would take 5 to 8 days to receive. I asked for a quicker approach, such as emailing, so I could send them the death certificate. They declined and said they would have to email me first, and that it would take up to 24 hours. I never received an email or a packet. 

XX/XX/XXXX, at XXXX p.m. I attempted to contact Norcom Mortgage regarding not receiving any packet or email. They kept me on hold. Upon answering, they continued to refuse to talk to me. I waited, as they gave me no choice, or any solutions. The house was already listed for sale, which they were also informed of previously. 

XX/XX/XXXX, I received multiple letters addressed to both me and my late husband that all dated back to XX/XX/XXXX. One letter was a notice of acceleration and the other was regarding foreclosure. 

XX/XX/XXXX ( after the holiday weekend ) I contacted Norcom Mortgage as to why I received all the letters dated the same day. I tried to explain the negligence was on their part since they failed to communicate with me at all, in the meantime, I kept them updated on everything. The spokesperson on the phone was extremely unhelpful, they said there were no records of my phone calls nor my request for a loss mitigation packet to be mailed to me. The spokesperson did not offer any solution and said I would have to contact XXXX XXXX group. 

I contacted XXXX XXXX group the same day and was told that Florida is a judicial state, and the foreclosure could take anywhere from months to even a year. They told me to request a payoff amount. During this same conversation, I also asked them what the additional fees would be on their end which they refused to disclose. The very same day, I emailed the payoff request to the law firm and received a reply that said it would take up to 10 days. 
Also on XX/XX/XXXX I did speak to someone in the foreclosure department and she told me in order for them to discuss this loan I would need to apply for successor for the loan by doing ; XXXX. My DL XXXX. My husband 's death certificate XXXX. Copy of deed XXXX. A signed written letter to them asking for successor of this loan. 
All of these items were to be emailed to : XXXX In which they said to call them on Friday, today XX/XX/XXXX to verify that they received the email. So far I've called 3 times and as soon as I'm transferred to another department ( because they still can't talk to me ) I've been hung up on all 3 times. 
At this point I seem to be getting nowhere, that's when I decided to contact Consumer Financial Protection Bureau in hopes of getting help from being treated so unfairly during the most difficult time in my life. I look forward to hearing back from you and would be very grateful for your help. 
Thank you

Company response to consumer: Closed with non-monetary relief