Product: Mortgage

Borrower completed the HAMP Trial Plan Payments and was given a final loan modification with a due date of XX/XX/XXXX. The agreement was returned in the Banks Prepaid Envelope. On XX/XX/XXXX we were notified the final loan modification had not been received ; see call logs below. Another agreement would be sent to our office to be executed. We sent a XXXX agreement to SPS which was confirmed received on several occasions ; see call logs below. On XX/XX/XXXX we were told it was not accepted as it did not appear to be an original ; see call logs below. On XX/XX/XXXX we were told the LM was received and being processed.. On XX/XX/XXXX the bank stated the final lm was denied. SPS has violated the CFPB guidelines by giving the borrower the run around for a period of over 3 months and incorrect updates as to the status of the final loan modification by several representatives not assigned to the file. The assigned Representative XXXX XXXX has not returned our phone calls and has abandoned the borrower 's loan modification process during the final stage of the loan modification putting the borrower at risk of losing their final loan modification. Another representative stated the LM was rejected because it was not notarized. The final Loan Modification does not give directions or instructions stating the final LM must be notarized nor does it have a notary section which indicates it must be notarized. The borrower has completed their requirements for the HAMP and wish to continue with the HAMP Agreement. The bank is returning the borrower 's paymentws now putting the borrower at further jeopordy and risk. 

Call logs : *Completed- [ Call ] - [ XXXX-Bank Status Call ] - [ Received call from Lender-XXXX . Contact Information : XXXX Extension : XXXXStatus : Representative advised Final loan modification documents have not been received by the Lender. She requested documents to be expedited and re-sent to our office. ] Author : mking on XXXX XXXX - ( Case related comment ). 
*On Completed XX/XX/XXXX *- [ Call ] - [ XXXX-Bank Status Call ] - [ Contacted Lender-Spoke to : XXXX XXXX . Representative confirmed receipt of final modification as posted to client 's account on XX/XX/XXXX. Currently under review to be finalized. Client 's payment for XXXX was received. However, at an incorrect amount. Amount of modified payment is : {$2600.00}. Lender received a payment of {$2600.00}. A total of XXXX cents is needed asap. ] Author : mking on XXXX XXXX - ( Case related comment ) *Completed- [ Call ] - [ XXXX-Bank Status Call ] - [ Contacted Lender-Spoke to : XXXX XXXX . Representative confirmed final loan modification documents show as received on XX/XX/XXXX. However, loan has not been finalized. Representative is unsure as to why? She placed an escalation on file to have their closing department look into this issue in order to have LM finalized asap. Client needs to make a payment of XXXX cents for the month of XXXX. Client can call in and make the payment over the phone at no charge to client. ] Author : mking on XXXX XXXX - ( Case related comment ) *Completed- [ Call ] - [ XXXX-Bank Status Call ] - [ Contacted Lender-Spoke to : XXXX XXXX , Employee ID : XXXX. Payment made over the phone with representative. Amount of payment : {$1.00}. Confirmation Number : XXXX. ] Author : mking on XXXX XXXX - ( Case related comment ) *Completed- [ Call ] - [ XXXX- Final LM ] - [ Spoke to XXXX XXXX to confirm if the final LM was received due to letter dated XX/XX/XXXX stating it was not received yet. LM was received on XX/XX/XXXX. ] Author : sgarcia on XXXX XXXX - ( Case related comment )