Consumer complaint received 2025-03-25 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: MORTGAGE 1 INCORPORATION
State: MI

Complaint narrative:
In late XXXX, I began working with mortgage one inc 's loss and mitigation department on applying for a loan modification. I was told it was required of me to make three trial payments before I would be approved for this modification. I proceeded to make those payments in XXXX XXXX and XXXX, at which point I was approved and issued the paperwork to complete the loan modification. However, there were several errors included in the initial documentation that was issued to me including, but not limited to.. and incorrect interest rate a principal amount balanced of nearly XXXX more than the actual balance, conflicting dates, and multiple new payment amounts. 
I made multiple phone calls regarding this issue before finally talking to a supervisor who escalated my case. I was finally contacted by the underwriter who actually drafted this initial documentation. I spoke with her for over a half hour has she continually argued with me very rudely might I add that there were no errors in the paperwork that was issued. After arguing with me and having me send pictures of the documentation proving that the numbers on her screen that were matching up with the numbers on my screen as I was signed into my online account, we're not matching up with the numbers that was on the actual documentation that was issued. At this point she concurred she would need to draft new documents and have them reissued. Several weeks passed and I still hadn't heard anything nor had I received this new paperwork. It took me several more calls requesting call back before I finally had an escalated again to a supervisor who instructed me that it was now being required that I provide a quick claim deed because they were alleging that my ex-wife 's name was on the deed. 
I argued very emphatically but this was not true and and explains that it would be impossible for me to provide such a document because the register of deeds wouldn't be able to produce such a document without my ex-wife 's name being on the deed. I was continuously told multiple times from multiple case managers that this was the requirement and I would need to provide this document that was impossible to produce. Finally my attorney recommended I offer up the option of sending mortgage one a copy of my divorce documents which clearly stated my ex-wife had no interest in the home. Ultimately this would equal a quick claim deed because the purpose of a quit claim deed is to terminate any interest in a property and the divorce decree clearly showed that she had none. 
Another supervisor that I finally spoke with a a week or so later stated that the divorce documents should surprise and had me emailed them over. I was told once they were reviewed that I would receive a call or the new paperwork would just be issued and to keep a lookout for the new documentation. A few more weeks went by and I still haven't heard anything nor had I received this new documentation and so I called loss/mitigation again, and I was told that the divorce documents would not suffice and that I would indeed need to submit a quit claim deed. That day I went down to the register of deeds here in XXXX XXXX and explain the situation and they printed me off a copy of my deed and lo and behold, my ex-wife 's name WAS NOT ON IT! 
I called mortgage one to inform them of this as I was standing in the register of deeds office and the clerk was laughing as I was explaining to the mortgage one case manager that they were requiring me to produce a document that was literally impossible to provide. 
I was asked to send a copy of the deed which I had just received from the register of deeds office for review. Shortly thereafter, I received a phone call informing me that they could now proceed with drafting the new documentation to be reissued. Several more weeks went by and I still haven't received this documentation so I called to check on the situation again and ended up having to request to speak to a supervisor again, and have my case escalated again ... Only to be told that it was in the system that it was still awaiting reissuance and that I should be expecting it within a couple weeks. When I finally received the documentation and had an opportunity to go over it and confirm the numbers were correct, I realized that it did not make the best financial sense to go through with the loan modification, but rather to do a deferment. 
An early XXXX, the supervisor that I spoke to who instructed me to send the copy of the divorce documents over and that they should have sufficed, explain to me that when I received the new paperwork if I was not happy with it that I still have the option to do a 6-month deferment because they had enough money from the payments that I had sent over the last few months to still do a deferment. 
Now that I had a chance to go over the numbers once I had received the corrected documentation, they are telling me that I am beyond the 6-month window and can no longer qualify for the 6 month deferment. 
I was hung up on multiple times including twice by the same supervisor when trying to calmly explain the situation and kept being rudely interrupted. I was hung up on after calling her out for being rude and not letting me speak and explain the situation.. that one of their employees, a supervisor at that, was the one who had told me that once I received the documentation there was enough money in my account from the payments I had made to loss mitigation where they could initiate a request to underwriting for an exception to the rule based on the grounds mortgage one was accountable for the delay and the paperwork that was the reason for my being beyond the 6-month window. After being hung up on the second time by that supervisor I called the customer helpline and instructed them I was prepared to file a complaint with the cfpb as well as corporate, and was put on hold for a Time.. when the customer Care Rep came back on the line, I was told that my case was being accelerated and that meant that one person was going to be handling my case now throughout the duration of the process and that I should be expecting an email. That email came two days later in my spam folder, at which point I immediately responded to it. The email stated that he was assuming I was questioning the new documentation and that he sees that it has been reissued and received by me and everything should be fine now and if I had any questions to contact customer care. I immediately responded to this and explain to this person that know that did not answer my questions that did not resolve the situation and that it was not resolved. Now I can't get anybody on the phone and I have until the XXXX to sign these documents or they're going to foreclose on my home. I have full custody of my XXXX XXXX XXXX  daughter and it is just her and I residing in this home. 
If multiple people in their department hadn't dropped the ball and the original documents that were issued wouldn't have been full of errors and I wouldn't have had to wait for new documents to be reissued and then jump through the hoops of being required to request a quick claim deed which I could not physically produce, to waiting another few weeks for the new documentation to be mailed, we wouldn't be in the situation and I would have been able to do the deferment long before I was out of the 6-month window I am only beyond the 6-month window because of the incompetence of the mortgage one lost and mitigation department. 
They have not been polite they have not been helpful, and it seems they are just trying to push my home into foreclosure. I can not afford to have my attorney handle this so I'm hoping I can find some resolution through this complaint since I can't get anywhere over the phone with these people.

Company response to consumer: Closed with explanation