Product: Mortgage

XX/XX/XXXX, I had gone out of work on XXXX with a pending claim for compensation thru work. When I was preparing to return to work in XX/XX/XXXX, I was notified my claim was denied and also that I lost my job. I immediately filed for Unemployment and submitted a request to appeal the claim decision. I only received unemployment. When the change in medical insurance, I went from paying $ XXXX/qtr for XXXX to $ XXXX/qtr for XXXX. With my 401k and unemployment we treaded water but slowly fell behind. We are currently 2 payments behind on the mortgage and since I work in Default/Loss Mit went to the lender website to see how to submit for loss mit. I completed around XX/XX/XXXX and after 5 attempts a submission for assistance on their website and a prompt stated I would hear something in approx. 3 business days. I never heard anything from M & T so around XX/XX/XXXX or XX/XX/XXXX I called and was advised that I need to fill out a package and submit. He never addressed what went on with the website. He also stated that I needed to include my account number AND PROVIDED IT OVER THE PHONE!! I went to the HUD website and was told I could fill out a MHA package to submit as I had a FHA loan and wanted to get the ball rolling to avoid more late fees and interest accumulation. On XX/XX/XXXX, I sent an encrypted email to protect my personal information containing the financial package and several docs. I had received the banks package so some of the additional pages that theirs contained I signed and emailed with the MHA package. XX/XX/XXXX after not receiving a read receipt, I email to follow up and confirm they received everything. On XX/XX/XXXX, I received a 13 sec vm to call back. XX/XX/XXXX I called and lvm and advised they could leave detailed messages or send a detailed email. XX/XX/XXXX another follow up. XX/XX/XXXX a 17 sec vm to return call with no information provided. I decided to fax the package I sent to them on XX/XX/XXXX and after several calls to follow up and short generic vm from them telling me to call, I received the missing items letter. XXXX I emailed advising I was sending the documents in a minute or two encrypted, they need to create a password and if the 2nd email was not received to check junk mail as it was coming from XXXX XXXX email encryption site. and then sent the missing items in another email. I keep following up and they left the same emails. My emails and messages explained they I now commute for work leaving approximately XXXX and return at approximately XXXX which all but matches their hours and to leave details on vm or email. On XX/XX/XXXX after no information, I emailed them verbiage from the servicing guide about communicating with borrowers and advised this was a qualified written complaint. ON XX/XX/XXXX, I received what I feel to be a smug and rude response from the bank stating I should have submitted the QWR to a specific mailing address which was in a statement 16 months ago ( when I was on leave and extremely medicated. I do not have much recollection of this timeframe ) and for privacy issues I must call which I can not do as I am a SPOC and analyst and not permitted. So they can not say they can not accept encrypted emails but they can provide my account # over the phone? I have since faxed the missing items last week and have not received anything in the mail and only vm to return call. My husband went to make the mort payment today which had a few extra dollars toward the arrears and the account was blocked and we were advised we need to speak with XXXX XXXX our SPOC. How can a payment block be put on when no in foreclosure. Last month the branch was able to put the payment thru and now we can not. So I will incur MORE FEES as inspections of the property started and late charges. My new job is the same as theirs My hours are the same and they refuse to communicate with us unless we call1