Consumer complaint received 2025-08-27 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: Nexus Nova LLC
State: OH

Complaint narrative:
I was put on a forbearance plan with my previous servicer which started XXXX of XXXX. I last spoke with them in XXXX of XXXX and at that time I was advised by the previous servicer that they were going to continue my forbearance an extended out in my next payment would be due XXXX of XXXX and at that time I was also advised if I was able to make payments before then that I could go ahead and make them. Unfortunately I had lost my mom and after taking care of her and trying to handle her house my house and do everything myself for the Last 5 Years when I was finally able to actually stop doing that it put up my body into a shock and basically it short circuited so I was not able to even do normal daily functions like showering and blow drying my hair. I had been receiving statements but assumed since we went over everything with them prior to the transfer to the new servicer that everything had been taken care of and I didn't want to look at them because I was already upset with everything going on. Today I receive a yellow tag on my door advising me to contact them ASAP which I did so I was advised today they took it upon themselves to remove my forbearance that I was supposedly supposed to be on then they did it in XXXX and have filed for for closure just last week I was advised also today that I could not get an extension because the extension had stopped which I have no idea why they took it upon themselves to stop it when it was clearly discussed in XXXX we discussed what I had to do in XXXX what I need to do at the end of XXXX and everything next thing I know which I found out today they have they took it upon themselves to remove me from the forbearance saying that I had already been 12 months when I asked the lady how it could be 12 months when 12 months hadn't even passed I had made a full payment and XXXX of XXXX and was placed on a forbearance starting with the XXXX payment so somebody messed up somewhere and of course now I'm the one paying for it like I said I already I'm dealing with a lot right now I've never been in this situation in my life where I can't function but this just added to it now I don't know what to do so they had advised me to contact their foreclosure attorneys and I couldn't even make a XXXX payment which I've already been doing what I have to do so that I'm able to make the XXXX payment. I was also advised today that I can't just make a payment in XXXX! So for whatever reason my forbearance which I was told by my previous servicer in XXXX would be extended and if I was able to make a payment or my situation had changed before then to go ahead and make my payments and let them know the situation hadn't changed but I Was preparing to be able to make my payment I was also advised in XXXX by the previous servicer to contact my new servicer which is Rose gate at the end of XXXX to discuss options for the past due amount and she did advise me that more than likely they could just do a deferral and add it to the back end of my loan. I assumed everything was completed and that I was okay the new servicer at XXXX was not able to provide any explanation as to why it was removed other than they said it already been 12 months and once I questioned her asking how she could how she got 12 months she then said that they only do them three months at a time. This needs to be corrected because now she is telling me they can't fix it because they took me off the forbearance already in XXXX of XXXX and they filed for for closure a week ago XX/XX/XXXX I believe. Why am I being penalized when I was told one thing in XXXX before it was transferred to the new servicer and then come to find out they took it upon themselves to cancel the forbearance in XXXX of XXXX. Now they've got me into foreclosure and I'm being told I can't make the payment for just for XXXX and I have to contact this attorney 's office. This is unacceptable they need to fix their mistake because I was told one thing assumed it was being done and then come to find out today I get a yellow door tag hung on my door and that's how I found out all this has happened I'm already trying to recover after having basically a breakdown and now I've got this to deal with and should not have to be dealing with it at all! I haven't explained to her that I'm just got approval last week for the executive as the executor over my mom 's estate and I already have someone who is more than likely going to purchase the home and I would be able to catch everything up I had planned to sell both of our houses and get out of housing developments but now I'm stuck thanks to my forbearance being removed when I was clearly advised by the previous servicer it was through XXXX and my first payment would be in XX/XX/XXXX. Needless to say I am very upset which is just going to add to all the XXXX  I'm dealing with now after this screw up on top of dealing with all my stuff at my mom 's and handling all her stuff. Basically I'm getting penalized because they decided to remove my forbearance after I had been told what was being done and we went over everything and a lengthy discussion in and then I was even assured on that call to not be so upset and she was making sure that everything has been was taken care of and that I would be fine now the new servicer is not honoring what was done by the previous servicer obviously I'm probably going over the same stuff over and over but I'm very upset and I'm in tears because my new servicer didn't honor what the previous surfacer had committed to and now since they removed the forbearance they claim they can't go back and fix it I'm Beyond upset, I'm angry that I'm being penalized and was only following what I was told by my previous servicer. So my credit has always been spotless now my credit is destroyed because of the new servicer and they are putting me into foreclosure and claimed they can't fix anything and put me back on the forbearance when they are the ones that made the decision to remove it with no explanation. This needs to be resolved ASAP. They need to correct their mistake and the forbearance should have been on there like I said through XXXX of XXXX just like I had been told in XXXX of XXXX. The new servicer is the one that has caused this by removing me from the forbearance in XXXX when I had clearly been told I had it until XXXX when I had to start making a payment! My credit needs to be corrected and I need to be able to start making my payments in XXXX which they advised me today I can not do they would require the entire past due amount which is impossible for me to do at this time possibly in a month I can do that but right now I can't until I get my mom 's house sold. Please help!!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation