Product: Mortgage

This complaint is regarding the hardship paperwork process After several follow up calls that documents were received and completed, we were requested to provide additional information and documents. Part of these documents requested was information regarding the receipt of Social Security ( SS ) benefits. As explained and noted on our file we are not receiving SS benefits and as such were instructed to provide a letter signed and dated by both borrower to this affect. I have on XX/XX/XXXX submitted the signed and dated letter confirming we are not receiving SS benefits. 
After another follow up with their customer support reps we were informed to revise our income statement to remove the SS information to move the process along as well as additional banking statements etc. 

On XX/XX/XXXX we completed and submitted via fax all remaining and requested documents which included an updated income form removing SS benefits incorrectly listed. 

On XX/XX/XXXX after not receiving notice of any kind include written that we needed to provide additional information I called and spoke with a female customer support rep who instructed that they were still waiting for the singed letter confirming no SS benefits were being received. I informed her at this time that was faxed on XX/XX/XXXX and the revised income form was sent via fax on XX/XX/XXXX. She confirmed these documents were received and informed me that loss mitigation did not update their system to reflect the received documents. She stated she would email and get the issue corrected to move our file to under writing. 

On XX/XX/XXXX I called again because again I had received no notifications of any kind that our file had been sent to the underwriters. I reached the rep XXXX ID # XXXX who stated again that they were waiting for the confirmation letter signed and dated by both borrower regarding the SS benefits. Again I instructed him I have already taken care of this and that they had the required documents as previously discussed on XX/XX/XXXX with the prior rep. 
I asked why this had not been processed and what I needed to do to get this fixed as our deadline of XX/XX/XXXX was fast approaching. He stated he would escalate the issue to the loss mitigation team personally and get this corrected and would call me back the following day to update me. 
On XX/XX/XXXX I received the call back from XXXX ID # XXXX to be told that the loss mitigation department is requiring the letter confirming we are not receiving the SS benefits be submitted. Again I state that was done and he confirmed he had the document in their system, but that was what he was being told by loss mitigation. I requested clarification as to why I have to resubmit a document already in their system, XXXX became annoyed and said thats just what they are requesting and thats what they are telling me. I asked to speak with a supervisor and received push back before being transferred to a random persons voice mail. I left a message and still have not received a call back as of this complaint date of XX/XX/XXXX. 

I immediately began the long process of calling them back and after 20 minutes was able to speak with rep XXXX ID # XXXX. After going again through the entire issues he instructed me he would again escalate the issue and notify the loss mitigation team that the documents were received and they needed to update the system and process to under writing. This is now 2 weeks beyond their 5-7 business day processing time frame that this was supposed to be done by and 3 reps in who stated they would escalate the issue and resolve. To confirm this would be done I requested to speak with a supervisor, again received push back and again insisted I speak with them. I was able to speak with a XXXX XXXX who stated she was part of the management team and after again explaining the issues and my concerns was told she would include the loss mitigation management team to the email notification. After requesting a call back she stated they dont do that. Even though XXXX was able to do so I just let that go and stated I would be calling the next day to verify this has been done. 

Before I could call the following day I received a collection call from AmeriHomes made by rep. XXXX ID # XXXX who informed me that even though we have not yet defaulted on our loan we had been placed on a collections call list with AmeriHome Mortgage. 
I did not let him off the phone instead took this opportunity to confirm that the notes had been added to my file as XXXX XXXX stated and that my issues were sent to management as stated as well. He informed me that loss mitigation has not updated my file as required and that they did not see an email to the management team. After a long conversation XXXX XXXX stated he had included his manager XXXX XXXX to the situation and that he would meet with the loss mitigation managers XXXX XXXX and XXXX XXXX XXXX ( XXXX, not sure on this name ) and that someone would be calling me back to address and correct ASAP. 

Come XXXX Arizona time on XX/XX/XXXX no call back so I called again to verify what is happening with our file. I spoke with rep XXXX XXXX ID # XXXX and was again instructed they were waiting for documents already received and that the system had not been updated and saw no notes from XXXX XXXX or other management team members. She immediately got a supervisor involved a XXXX XXXX who promised to speak with XXXX XXXX and the management team of loss mitigation and would call me back ASAP same day. No call back nothing as of XX/XX/XXXX. 

We are now 3 weeks behind on getting our hardship request to the underwriter who has 30 days to process the request and approve or deny and this is because the loss mitigation department has failed to hold to their 5-7 day requirement and promise to customer to review and update the file. Not to mention the fact we are receiving collection calls for a debt we have not defaulted on as of today.