Product: Mortgage

I am submitting complaint on behalf of my client. Client contacted our non-profit HUD approved agency for assistance with a loan modification review which she has been unsuccessful in resolving. From the information obtained from client, it is believed the client has submitted numerous loan modification requests dating back to XX/XX/XXXX. The lender never completed a full review because of " missing documents ''. Although client has responded to their requests by providing necessary documents on time, lender continued to claim documents were not received and therefore, rejected and closed out the file forcing the client to resubmit a new file every time. Client contacted our agency for assistance with a modification process. As a XXXX, I guide and assist homeowners who are in default and experiencing difficulty making mortgage payments by reviewing their file and hardship, taking financials to determine ratios, and ultimately if eligible, assisting in the submission of a complete file to the lender. On XXXX/XXXX/XX/XX/XXXX, I submitted a complete file for review via lenders secure email. XXXX follow up call to lender, point of contact advised additional documents were needed. XXXX/XXXX/XX/XX/XXXX received letter from lender requesting additional documents and provided deadline XXXX/XXXXXX/XX/XXXX. XXXX/XXXX/XX/XX/XXXX I submitted requested documents via lenders secure email. XXXX/XXXX/XX/XX/XXXX received letter from lender advising they could not evaluate the file due to missing documents. XXXX/XXXX/XX/XX/XXXX contacted lender to find out what documents were missing, the representative confirmed the file was rejected and closed due to missing information, I would need to resubmit a new file for review. I requested to have file re-opened and continue review since the documents needed were submitted to lender XXXX/XXXXXX/XX/XXXX before deadline XXXX/XXXXXX/XX/XXXX Representative stated there was nothing she could do, file was closed. Representative advised if I did not agree with decision, I could submit a dispute requesting to continue review. XXXX/XXXX/XX/XX/XXXX letter of dispute was faxed to lender, ( confirmation successful ) requesting file be re-opened as documents were submitted on time. XXXX/XXXX/XX/XX/XXXX follow up call to lender, spoke to representative, confirmed dispute letter was received and it would take 30 business days to get a response. I requested to speak to a manager, I did not agree to wait their response, documents in file would expire. the purpose of dispute was for them to open file and continue with review. Representative stated " there was no manager on site '' " there was no manager phone line to be transferred to '' " it 's their policy, they can not transfer calls to managers '' " it 's their policy, representatives are the first ones in line to provide information '' Representative advised resubmit the file for review again or wait the 30 days for response to dispute letter. I have been working diligently with lender submitting documents in timely manner, representatives unable to explain why file was closed when documents were received on time. Since client has been trying to get her file reviewed since XX/XX/XXXX, this issue leads me to believe lender is unethical and is failing to provide assistance by prolonging review process " due to missing documents. '' It is unfair to the client and me, to have to resubmit a complete file again when we have done our due diligence. HUD approved Non-profit organizations like ours were established to assist lenders and homeowners avoid missteps, find possible workout solutions and most importantly avoid foreclosure. I ask that you look into this complain so that we can help establish better relationships between mortgage lenders, homeowners, and housing counselors.