Consumer complaint received 2021-08-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SFMC L.P.
State: TX

Complaint narrative:
1 ) XX/XX/XXXX - Submitted requested loss mitigation paperwork for loan modification consideration. Due to Covid-19, placed in forbearance program & told to check back at beginning of XXXX. 
2 ) XX/XX/XXXX - Told forbearance program would be extended to at least XXXX, & told to check back. I inquired about money in my escrow account from XXXX, but was told I could not access it as long as my account was in arrears. 
3 ) XX/XX/XXXX - Told that XXXX was assigned to & working on my folder. LM representative speaking with me was to get back with me the following week, provided there was an update on my folder from XXXX. 
4 ) XX/XX/XXXX - I called & was informed I needed to resend the entire information packet. 
5 ) XX/XX/XXXX - I called & was told additional information was needed. I explained those documents were in the packet sent on XX/XX/XXXX. Rechecked & found documents. 
6 ) XX/XX/XXXX - I called Loss Mitigation & was told that I needed to resend the entire information packet, as the one sent appeared to have been misplaced. 
7 ) XX/XX/XXXX - Received call from Loss Mitigation stating they had received the information packet, but yet needed updated bank statements most recent bank statements, showing most current employer direct deposits & a Letter of Hardship. I explained those were the most current deposits, as I had not worked since those deposits, & was not eligible for unemployment compensation. I sent the requested Letter of Hardship. 
7a ) I was informed that as a candidate for the loan restructure, I had to complete a 3 month Trial Period Plan, to begin on XX/XX/XXXX. The payments were to be {$1600.00} per month for the next 3 months. 
8 ) XX/XX/XXXX - 1st Trial Period check cleared my bank acct. 
9 ) XX/XX/XXXX - 2nd Trial Period check cleared my bank acct. 
10 ) XX/XX/XXXX - I called LM dept. Explained I had not heard from anyone during this 3 month trial period. I had no paperwork explaining the next phase, when it was to begin, what was to be the amount of the mtg. payment, etc. Was told a supervisor would be contacted & would get back with me within 24-48 hrs. I have yet to receive a call or email from a supervisor. 
11 ) XX/XX/XXXX - Inquired about the {$1700.00} payment I had made in XXXX, XXXX, which had cleared my bank on XX/XX/XXXX, but never showed as a mtg. payment on my acct. I was told a portion had been used toward payment of XXXX taxes. 
11a ) I was, also, told there was currently {$1500.00} in my suspense acct. 
12 ) Unclear of date - I called LM dept. &, again, inquired about the {$1500.00} in my suspense acct. I was told it was still there. I asked if I could use it towards my 3rd & final Trial Period Plan payment, provided I sent in a check for {$76.00}, making up the balance of the {$1600.00} due. I was told I could do that, that the automated ( computer ) system would make an automatic deduction from my acct., once the {$76.00} check had cleared my bank, for the amount due for the final payment. I sent the final coupon, plus {$100.00} to cover, & wrote an explanation explaining on the coupon. 
13 ) XX/XX/XXXX - I called to inquire if the 3rd Trial Period payment had been made from the available funds in my acct. I was told both the {$1500.00} & the {$100.00} were in my suspense acct., but the process might take up to 5 business days. 
13a ) Also, told that a loan restructure packet had been sent out via XXXX for me to review, sign, & return by XX/XX/XXXX. I told the LM representative I had not received any packet from mtg. company via XXXX or via any other source. 
14 ) XX/XX/XXXX - XX/XX/XXXX - Communicated with a LM representative. I had checked with XXXX & was told they only had the label, but was waiting on the packet from the mtg. company, & passed this information on to the representative. Representative told me that contact had been made with the underwriter & that a new packet was being prepared & should arrive during the first days of XXXX. 
15a ) I asked representative if they would ask underwriter to move due date of restructured offer from XX/XX/XXXX to, at earliest, XX/XX/XXXX, due to the shortness of time. I was told they would pass on my request. 
16 ) XX/XX/XXXX - Received packet via XXXX containing loan modification offer. 
16a ) Cover sheet was dated XX/XX/XXXX, & requested signed, notarized documents, as well as, {$1600.00} for 3rd Trial Period Plan payment, returned by XX/XX/XXXX. 
16b ) Next page was a sheet dated XX/XX/XXXX, stating I must have met all requirements stated above, with documents in their possession by XX/XX/XXXX, to keep my mortgage from possibly going into collections, then foreclosure, as I would no longer be in the LM program.

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