Product: Mortgage

I been having issues with the loss mitigation department since XX/XX/XXXX. I have experienced XXXX XXXX twice and it was back to back. I also have XXXX  which makes my recovery four longer than the average individuals, I had a company that said they could help and they did but once they sent in my package to Essex Mortgage for the balance but they didn't put the entire balance that was due, there was about three or four months left due on the account. They I was told I had to pay that all at once, so how can do, so that sent me a loss mitigation package due to Covid 19, which I have been trying to get submitted since XX/XX/XXXX. The company has discontinued submitting documents through email or fax, now they only using XXXX to submit packages and missing documents. After XX/XX/XXXX, I found out that I was missing some documents out my package so I got the missing ones and tried to login to the website but I received a error message saying that my account was locked and I needed to contact support. I sent a message to support but I didn't received a message back. I was calling the mortgage company every other day and letting them know that I still couldn't access my account to submit my missing documents. Then they asked to do the forget tab but still didn't happened till this day, Therefore I missed the cut off date for the missing items because I couldn't access the website. They mailed me another package and I called to make sure that I had all the required documents, I explained the problem that I kept running into whenever it was time to submit the documents on this XXXX XXXX  website ). I was given two different numbers for customer service for the XXXX but I still couldn't get any help or I wasn't able to access my account. That customer service rep told me that I could use the email or fax number if I can't access the website due to that more than five clients are experiencing the same problem with this website. I attempted to send a fax as well as send a email but both wasn't successful. Therefore, I missed another cut off date, so another package out to me so on XX/XX/XXXX I called and explained that I didn't want to miss my next cut off date so the rep told me to mail it, so the package was mailed off but it wasn't until XX/XX/XXXX but everyone knows that on XXXX the post office is closed due to the holidays. Therefore I missed another cut off date, the last package that I received I have to get proof from my moms bank and she had to fill out paperwork because she give me the money for her bills and I pay them out my account, I also put another package in there just incase I missed the cut off date again, I had a missed called from the mortgage company due me at a doctors appointment and I was speaking with the doctors. I called back and they said the last package never came which I mailed it off the first Wednesday of XXXX and it was supposed to be received way before the XXXX of XXXX the package wasn't scanned into the system until after that date and it a false report was given saying that the XXXX payment wasn't enclosed the package which it was and the amount on it was {$420.00} and I placed it behind my mom 's bank statement. This was the reasons that closed my case the last time and I'm having to redo the entire again which isn't fair because someone refused to do their job and my house in foreclosure because of the actions of this company making changes that doesn't give a clients more ways to submit documents if one source doesn't work and others not taking the time to scan in packages before the cut off dates. If you look at the notes in the system which shows that I been busting my butt to get these packages into the company but something always happens and I missed the cut off date so in the end my family and I is the ones that is suffering due this discussion that the company made They company also know that I have had XXXX twice and a few XXXX XXXX with my XXXX which made things had for me and I'm going through a separation/ divorce my husband refuse to sign the paperwork. I have also receive late payments on my credit which has dropped my score to the point that I couldn't get loan to try to catch up my missed payments. I also that it's against the law to report late payments on mt consumer 's report and I'm demanding that all late payments be removed and my account and my account in positive status and saying paying agreed. This is the consumer right code that your company broke along with some other one. Section 15 USC 1681A