Consumer complaint: I started looking for help with my mortgage in XXXX XXXX, I was assigned a HUD counselor thru NJ Citizen Action, XXXX XXXX, at that time I was eligible for the HomeKeeper Program thru the hardest hit fund. Due to this counselor being out of the office so much & everyone else in that office kept telling me she had to take care of it, this application was submitted close to end of program XXXX. Counselor away on a conference XXXX thru XXXX so received no updates on application & when I did get in touch in the XX/XX/XXXX she gave me the email, phone number & told me to call XXXX myself to see status. I emailed, immediately received a letter telling me that the application had been declined due to incomplete application submitted-XX/XX/XXXX tax return not file which it had been or so I thought I submitted it but somehow it was either never posted or never received but due to this being so late I could n't even rectify the situation & resubmit because the letter told me the determination was final no appeal process was available for that loan at that time. I kept watching website to see if they were excepting appeals finally XXXX XXXX I submitted appeal & after sending in more requested documents I received denial in XXXX of XXXX, reason for denial exactly as the first-incomplete application XXXX taxes not filed- no appeal- decision final. I wrote them & included return receipt from IRS that the taxes were received when I spoke with the director she told me the reason being was that my unemployment had run out before the limits of the program which was not so, this was calculated by the HUD counselor who assured me many times application was completely correct & within the guidelines of the program. So at that point I gave up on that program & started to work with Shellpoint Loan Servicing on a HAMP modification, HUD counselor never offered to help me with anything further. In XXXX XXXX I submitted every document they requested, kept getting letters asking for the same documents over again, kept submitting them, my negotiator was XXXX XXXX & every time I spoke with her I had to submit the same documents again. On XXXX XXXX, XXXX XXXX explained that I was denied the modification due to my debt to income ratio was 43.3/4 %, which I really did not understand, I never received anything from the bank explaining this or what I should do next. XXXX suggested that I should appeal & resubmit the application. I wrote bank requesting in writing the break down of the denial & I resubmitted the entire application all over again this time I had more income due to son moving home. XXXX XXXX is my negotiator & also very hard to establish contact with, I submitted entire package XXXX/XXXX/XXXX again document after document was requested numerous times last document requested on XXXX/XXXX/XXXX. I left numerous messages for XXXX XXXX from end of XXXX to present & still have not spoken with her, Online under modification status XXXX/XXXX/XXXX - Non-GSE Hamp not approved contact XXXX XXXX there may be other programs for which I am eligible. she returned my call on XXXX occ. 2 days after message was left & I was not available. On XXXX/XXXX/XXXX I received call from XXXX XXXX, negotiator, who informed me XXXX XXXX out of the office & will get back to me ASAP & after discussing my situation & reviewing everything she could not understand the denial, she wanted to review something that could help me, would get back to me shortly also would send copy of appraisal no response, no appraisal. sent cert. letter to bank for detailed explanation of denial, copy of appraisal, received XXXX/XXXX/XXXX still no response 

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