Consumer complaint: I have been trying to apply for a mortgage modification for the past few months. I used a non-profit organization called XXXX XXXX to assist me in contacting the right department at the mortgage servicing company. XXXX XXXX was on a few of the conference calls with the mortgage servicing company when I would contact the mortgage servicing company. This is a key aspect because the conversations were recorded. To start the process for the mortgage modification application, I needed to complete a checklist. The first time around, I sent the items on the checklist certified mail to the mortgage servicing company. The package contained all of the required items on the checklist. I did not receive the signed return receipt for about XXXX weeks because they let the items sit in their XXXX XXXX for two weeks. The mortgage servicing company sent me a letter saying that they did not receive the items in the required time so they were cancelling the mortgage modification application. When I called them, they said the cancellation letter crossed in the mail. So they told me over the phone the items that I was still missing or incomplete. This time around, I uploaded the items directly on their network server over the internet. Again, I received another cancellation letter saying the items were not received in time. I contacted my assigned account representative at the mortgage servicing company that was on the documents and after explaining the issues that I was having with getting all of the documents to them, this person told me that all of the documents were uploaded on their server and to check back for a status. So I called the mortgage servicing company with the non-profit organization on the phone with me on a recorded line by the non-profit organization. Right away, the mortgage servicing company went right back to their bread and butter answer that all of the documents were not received. After telling the mortgage servicing company that my account representative had told me in a prior phone call that all of the documents were already received, the representative put me on hold for a few minutes. When they got back on the phone, the story changed and now not only did they confirm that all of the documents were received and the application will be processed now, several copies of each item were received. This was on a recorded line by the non-profit organization that was on the conference call with me listening in. I called about a month later to get a status and again, the mortgage servicing company went right back to their bread and butter answer that all of the documents were not received. After telling them that my account representative had told me in a prior phone call that all of the documents were already received and that the next person that I followed up with also confirmed the documents were received which was on a recorded line, they still stuck to their story that all of the documents were not received. They told me that my account representative was not authorized to tell me that the documents were received because that representative was not the person assigned to my account any longer. When I mentioned about the second person from their company acknowledging receipt of the documents on a recorded line, they had no answer and still stuck to their story that all of the documents were not received. They are asking me to resend the missing documents to start the application process. 

Company response: Company believes it acted appropriately as authorized by contract or law