Consumer complaint received 2022-11-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Acra Intermediate Holdings, LLC
State: WA

Complaint narrative:
I am facing a foreclosure sale date on XXXX on my home I have owned for 20 years and I believe that Citadel has engaged in unethical servicing practices and has intentionally obstructed access to options to resolve my delinquent payments. Citadel completely disregarded the fact that the loan delinquency was Covid related and turned their back at every turn when I requested help. Some of their agents made misrepresentations, others ignored my requests for help and others straight up lied. I always paid my mortgage on time until my wife was in a serious car accident and out of work and in that same month Covid hit my industry and state. That is why I could not make my payment, because like millions of other Americans my hours were cut, my business tanked due to supply chain issues and then I caught XXXX  and could not work at all for a couple of months, followed by my wife getting sick as well. The US Congress passed the CARES act to make sure that homeowners in my situation were provided an option for help and extra time if impacted by Covid. Citadel is threatening to foreclose on my home even though my wife and I are both back on our feet and make a solid living and could easily make payments or an increased payment if only Citadel would work with us to restructure the loan or recapitalize the arrearages. 

I have XXXX XXXX XXXX XXXX XXXX XXXX for 30 years and my wife works as an XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Our XXXX adult son lives with us, and we have a full time in-home aide to help attend to his needs. We refinanced into this loan in XXXX to make some home repairs and the mortgage broker suggested Citadel since we did not have great credit and he promised us that we would get $ XXXX cash back out of the deal and that he would work to refinance us into a more conventional loan with better interest rate in a few months. We ended up only getting $ XXXX cash out which was the first problem. In XX/XX/XXXX my wife was in a bad car accident and was out of work for a month. This hit our finances hard because in that same month Covid started impacting my business -- -we ship a lot of supplies to XXXX  and due to the pandemic the orders basically stopped and my hours got cut due to Covid in XXXX. That is when I first missed a mortgage payment. Two months later when they declared Washington a disaster area I came down with XXXX  and was unable to work for over a month due to the quarantine rules at that time. Then my wife caught XXXX  and because I was in direct contact with her I had to stay locked down for another month. 

During this time I contacted Citadel multiple times to see if there were any options for help due to Covid. I was told there were no options, that I just had to pay my bill. They said Citadel does not offer loan modifications, even though a mortgage assistance application appears on their website. I was not given an option for a forbearance even though the government CARES program was active. I asked about a repayment plan but was told the only option was a lump sum of full past due amount. 

I continued to check in and call and ask for help and finally in XXXX someone at Citadel sent me a loan modification application and said they would consider modifying the loan if I provided all of the financial information. I did this, but then I could never get any answers out of Citadel when I tried to follow up. I hired a third party provider to try and cut through the red tape and misrepresentations made by their agents and they did not get anywhere. They were all told the same thing, that Citadel did not do loan modifications, even though they have a mortgage assistance application on their website and one of their agents told me that there ARE mortgage assistance and modification options and sent me the forms to complete.

Company response to consumer: Closed with non-monetary relief