Product: Mortgage

I am submitting a new complaint in response to our lender 's response to our initial complaint. Initial complaint number is  XXXX .     We have received very little correspondence or information from the lender until we got CFPB involved. The lender responded to our initial complaint on  XXXX / XXXX / XXXX  and finally sent a letter to us explaining what had been happening. However, they have some facts incorrect.     They state that we did not contact them regarding our initial denial from  XXXX / XXXX / XXXX . This is wrong. I emailed our so-called   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   on  XXXX / XXXX / XXXX  with additional information regarding my husband 's new employment, the lease for his apartment ( as he had to live in another city for the job and affected our disposable income ), and requested an appeal on the initial denial at that time. I have attached screenshots of the " Sent '' emails through their secured email application. Messages for the application are only kep for 90 days, but I was able to capture the screenshots to prove I had sent over additional information.     I did contact them on  XXXX / XXXX / XXXX  regarding the appeal because I had not heard anything from them. I was not transferred ( note : I did not " decline '' as stated in the lender 's letter  ) to   the  XXXX  at that time because I was told he was not available ( even though I had been placed on hold for quite some time while the person answering the call tried to find him ). I was also told by this representative ( a lady ) that I would need to talk to a guy named  XXXX , who also was n't available. I asked her what other options we had and she told me flat out that there was nothing they could do for us and we should consider selling the home. I was crying and hung up due to utter frustration. The so-called denial letter, dated  XXXX / XXXX / XXXX , which was included in the  XXXX  correspondence, was never received previously. Because I felt I was getting the run around, I contacted a third party agency who can also vouch for me that it was extremely difficult for even him to contact anyone at the lender ( namely  XXXX  and  XXXX   ).   The third party rep and myself made several conference calls, after   XXXX   XXXX  , in attempts to reach one of these individuals. We were finally successful in reaching  XXXX , but he sounded very shaken and uncertain about the situation, as if he did n't want to speak with us, but did tell us we would need to speak with  XXXX . We tried another day to reach  XXXX , per the phone number  XXXX  had provided, and when  XXXX  answered, the first words out of his mouth were " How did you get this number? ". He was also very reluctant to speak with us, but that conversation is when he mentioned the investor would never approve a modification even though h e (   XXXX   )  believed we had a solid case for a HAMP/HARP modification and should be approved. It was at this point that the third party agency began advising me to hire their firm to assist us in getting the loan modification approved. We have not moved forward with any outside assistance at this time as we are reluctant to use any outside services and create bigger problems for ourselves.     As of this date, I have provided  XXXX , from the lender, our  XXXX  and  XXXX  tax returns, as well as business bank statements. Please see proof in attachments. I just received their letter, dated  XXXX / XXXX / XXXX , today, in response to our initial complaint referenced above. I am submitting this second complaint to show the lender we will not easily back down, nor be intimidated by them. We will not go away and let our house be foreclosed. At this point, we still do not believe the lender or investors have our best interests in mind and are not confident we will receive our modification without the assistance from governing entities to which they must be held accountable. We have, and continue to have, a legitimate financial hardship, every intention to keep our home, and believe the fair, right and ethical thing for the lender and investor to do is to modify our loan so we can keep our home. I have been more than compliant with their requests for information and documentation throughout this whole process and will continue to be until we are approved.