Product: Mortgage

On the XXXX of XX/XX/XXXX, I engaged XXXX  XXXX  XXXX ( XXXX  ) to act on my behalf to get my mortgage payments caught up and potentially seek financial assistance to help pay for the amount owed which was just under {$5200.00}. A third-party authorization form was submitted to PHH mortgage and we were advised that it took approximately 5 days to upload. After this time passed, XXXX followed up and they were advised to submit an authorization form provided by PHH. Once the five days concluded, XXXX tried for weeks to reach XXXX and they were not able to speak to a representative who could discuss the account or the agent did not have access to verify who was listed on the authorization form. On the days that they were able to verify that the XXXX agent was authorized to speak to someone they would have them call back the next day to speak to a relationship manager the PHH agent was unable to verify that the XXXX agent was authorized. This pattern continued for a few weeks until someone suggested that we resubmit the authorization letter on the XXXX of XX/XX/XXXX. After submitting an authorization letter for the third time, no one from XXXX was able break this cycle until XXXX of XXXX. 

On the XXXX of XX/XX/XXXX, a meeting with a PHH agent, two representatives of XXXX and myself conducted a conference call to move things forward. We discussed the difficulty in trying to reach them. We asked that they check the authorization letter ; initially, the agent did not state that she did not see the names of the representatives present during the meeting and was hesitant to mention who was on the letter. When we continued to speak to the PHH agent, she mentioned the lawyer that worked with XXXX. I believe that she looked at the authorization letter more thoroughly and found all the names of the agents assigned to my account. ( My belief was that she just scrolled down the page, but I did not see or have access to her monitor ). We were able to set an appointment with a relationship manager for the XXXX of XX/XX/XXXX. 

By the time of the meeting more than {$13000.00} was owed due to fees which included the {$5200.00}. At the meeting we discussed entering a trial loan modification for three months. The amount of {$670.00} was to be paid monthly from the XXXX of XX/XX/XXXX until the XXXX of XX/XX/XXXX. I asked again to make sure that my sister was added as successor in interest as she was having difficulty being recognized as such, receiving paperwork or email notification nor could access the account online. The account was paid on time successfully through XXXX XXXX 

At the conclusion of the three month period, I called to find out the next steps they told us to continue making the same payment that they would reach out to us.We eventually heard back from them, they wanted us to assume the loan ; however, we still were having difficulty getting my sister listed as a successor in interest at this time. My job was starting to pick up after the pandemic and I was not available during the day so she needed to be able to communicate with them. ( At this time XXXX  who was a non-profit organization in XXXX XXXX helping homeowners get back on track was no longer available ) We were making payments until XX/XX/XXXX when they stopped accepting our payments. They eventually recognized my sister as a successor in interest and we submitted paperwork by XXXX XXXX. I called to verify that our paperwork had been received and sent additional information requested and scheduled a meeting with a relationship manager on the XXXX of XX/XX/XXXX.