Consumer complaint received 2025-09-23 00:00:00
Product: Mortgage — VA 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: Siwell Inc
State: CO

Complaint narrative:
Capital Mortgage assumed our mortgage in XX/XX/XXXX from XXXX XXXXXXXX XXXX XXXX XXXX Capital Mortgage is a VA loan supported loan company as XXXX XXXXXXXX XXXX XXXX XXXX is not. XXXXXXXX XXXX XXXX should not have had our mortgage to begin with. After several months of XXXX XXXXXXXX XXXX and the VA going back and forth it was determined/proven that we did have a VA guaranteed loan. They loan was transferred to Capital Mortgage of Texas in XXXX of XXXX. The VA told us we would qualify for the VASP program and it would help us because of the financial difficulty we were facing at the time. We were requesting a loan modification with the VASP Program. Shortly after Capital Mortgage assumed our mortgage from the prior bank, I contacted them because I never heard from them and was only receiving statements of our past due of the mortgage payments. When I contacted them they put me in touch with XXXX XXXX. After a few conversations sometime in XXXX, he said we were approved for the program. Our payment would be {$1800.00} a month and because of the financial situation we were in at the time, this was going to be doable for us and save our house from going into foreclosure. He stated that it was a 2.5 % interest rate and that it would be a XXXX year loan. I called him several times to see where we were at in the process. I never received a phone call from him ever as to what was happening with the loan. The XXXX time I was able to get him on the phone, he said he was waiting on the VA. I asked him about the statements and that we were still accruing payments due. I was told by XXXX XXXX not to worry about it and he would be in touch. After this conversation, I never received a phone call from him again. I kept receiving statements and called for XXXX XXXX several times asking for a call back. He never called and neither did anyone else from Capital Mortgage Services. I received a notice that someone from a mortgage company called XXXX ran my husband and I 's credit. This took our credit down XXXX points each for a hard hit. It took some research and I found that Capital Mortgage Services was connected with the credit check. We have never gave anyone permission to run our credit, nor had anyone been in contact with us via phone telling us what happened. 
Then we received notices that our home is going to begin the steps of foreclosure, from their lawyers. The statements showed that we were past due each month, but again XXXX XXXX had told me not to worry about it and that we were part of the VASP program. I contacted VA immediately and they told me that their were documents that they requested back in XXXX or XXXX and Capital Mortgage never submitted those documents. The VASP program expired, in the mean time. No communication with us at all, that they did not do their part to submit the documents. I am now working with a XXXX from Capital Mortgage as to what our options are. 
Their is a demand to have all payments to them by the end of the month. 
I was able to get XXXX on the phone this last Friday, the XXXX of XXXX. I asked him several questions about the details of what happened. He had an appointment the Friday, the XXXX but he was a " no show ''. 
He sent me an email, the week of the XXXX and asked if we could talk. We set the appointment up for XX/XX/XXXX. We had a discussion because I needed answers as to why we had no contact from XXXX XXXX during the whole process and no phone call or communication and that XXXX did not submit the necessary documents for us to complete the loan modification through the VASP program. He said he would get me answers as to what happened. We talked XX/XX/XXXX and said he still did not have many answers. The XXXX answer he did have was that XXXX, the loan originator, was holding XXXX XXXX up from getting what he needed to give to the VA. Again, we were never notified of this. We could have worked on this issue together. The first phone call we ever received from Capital Mortgage was from the insurance department on XX/XX/XXXX, asking questions about the homeowners insurance invoice she was getting ready to pay.

Company response to consumer: Closed with explanation