Consumer complaint received 2025-04-29 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: STATE EMPLOYEES CREDIT UNION
State: NC

Complaint narrative:
When XXXX hit, I fell behind on my mortgage. I applied for and was approved for mortgage protection assistance, which brought my loan completely current. Once everything was caught up, I asked about refinancing so I could lower my monthly payments and make them more affordable. I went into a branch, and they gave me an estimate that was about {$300.00} less than what I had been paying. But then they told me I had to wait nine to twelve months before I could refinance. I asked why, and they said they just wanted to see if I could manage. That didnt make sense to me because my mortgage was current, my credit was good, and all my other bills were up to date thats why I wanted to refinance in the first place, to keep everything on track. 

Later, XXXX XXXX XXXX XXXX and went through medical issues, and I fell behind again. I reached out to SECU for help, but they didnt tell me about all the options available like forbearance. Instead, they just said theyd throw me on a payment plan and that if I missed a payment, Id be at risk of foreclosure. That wasnt fair because I was honest about my situation. I told them XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  Still, they pressured me to make payments I simply couldnt afford at the time. 

Eventually, I spoke to someone else who mentioned there was a way I could just pay a portion like the interest to show I was making some type of payment. So I started doing that, and they said someone would follow up with me. No one ever did. I kept calling and trying to speak with someone, and then out of nowhere, I received a foreclosure notice. I felt blindsided. 

After more calls, they said they would put me on a three-month payment plan. I had just started XXXX XXXX XXXX XXXX XXXX XXXX XXXXl and had XXXX income. I told them I could make the payments, but I asked if I could start the plan the following month so I could catch up financially. They said no I had to start that month. I agreed and made the payment for that first month. I also made the second months payment, which was in XXXX, but I ran into an issue with the daily spending limit on my XXXX card. 

I called SECU multiple times that night, trying to figure out how to make the payment. I asked if I could wire it or do a transfer. Unfortunately, SECU doesnt have the kind of technology that other banks like XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I was told to wait until after midnight to pull the rest of the money. I was scared to go to the ATM at night, so I waited until around XXXX XXXX, went to the ATM, got the cash, deposited it into the account, and called SECU again. They said theyd transfer me to the mortgage department, which had just opened. I ended up being bounced around between departments, and finally, customer service pushed the payment over but by then, they told me it was too late and my account had been boarded. 

I was devastated. I had spent the entire night trying to make that payment. I told them they could pull the call logs to prove I had been trying for hours. Then, on Thursday, XX/XX/XXXX, I received a letter saying the mortgage payment plan was terminated. I called them the very next day, on Friday the XXXX, and they said they would investigate and get back to me on Monday. On Monday, they called while I was at work and told me the case went to higher-ups and that nothing could be done. I wasnt allowed to speak to anyone. 

I dont understand how this process is supposed to help people keep their homes. Ive asked multiple times to speak with someone higher up or to go before a board, like SECU used to allow. Ive done everything I can to communicate, pay what I can, and keep my home. But Ive been denied fair treatment, flexibility, and transparency. I want to keep my house. I have money to pay now. It feels like SECU would rather take the house than work with me and thats not right. I thought the goal was to help people stay in their homes, not trap them in a system that pushes them out. 

This is my complaint. I want to keep my home, and I need someone to really listen. 

My Main Concerns I was denied the opportunity to refinance my mortgage even after it was brought current, which would have helped me afford my payments and avoid future hardship. 

I was not given clear or complete information about all the options available to me, such as forbearance or partial payment plans. I had to find things out on my own after the fact. 

Communication from SECU has been poor. Ive made multiple efforts to follow up, but Ive often been ignored or left without clear answers. 

During a time of real hardship, SECU placed unreasonable demands on me and refused to offer flexibility, even after I explained my situation. 

I made every effort in good faith to make my second payment under the plan, but those efforts were not honored, and the payment was marked late despite my repeated calls and proof I was trying to pay. 

I have not been allowed to speak with any decision-makers or access any type of appeals process. I believe this lack of access violates my rights. 

I want to keep my home. I have funds available and am willing to pay, but I need a fair and manageable plan that reflects my current situation and willingness to work with SECU.

Company response to consumer: Closed with explanation