Consumer complaint received 2017-09-21
Company: Statebridge Company
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am a very frustrated consumer. In late XXXX, XXXX sold my mortgage to Statebridge Company. I received a welcome letter which stated they would be servicing my mortgage moving forward and included the new address to submit payments. After my first payment made in XX/XX/XXXX ( and was finally processed over 2 weeks after I sent it ), the 2nd statement I received indicated my account was a month behind and also included late fees  from the first payment which was made on time but I was assessed late fees due to Statebridge 's laggard approach to processing my check ; I made an extra payment again in XX/XX/XXXX inclusive of late fees even though I couldnt resolve why my account was already flagged as a month behind. 

From that time moving forward, it has not been a simple situation with them when it comes to making payments. My payments were still processed very slowly and always resulted in late fees. In XX/XX/XXXX, they began returning my payments with a letter stating the amount I sent was not enough to bring the account current. In XXXX, I took a withdrawal from my 401K to ensure I could send a large enough payment to cover all late fees and other line items they claimed I owed. On XX/XX/XXXX, I logged into the Statebridge website to view my current statement and payment amount due to bring the account to current and promptly released a check in the amount of {$7800.00}. That payment was one that was never returned to me. And it was also never processed or applied to my account. 

On XX/XX/XXXX, I sent a payment in the amount of {$2500.00}. On XX/XX/XXXX, that payment was returned to me with the same standardized letter I had received previously. On Monday, XX/XX/XXXX7, I relentlessly made calls to Statebridge until I finally was connected with a live representative who identified himself as XXXX. I explained I needed to understand why all my payments are being returned and to have a way to get them my mortgage payment each month that was reliable. During this call, XXXX informed me, " your account is in active foreclosure with a sell date of XX/XX/XXXX because you 're 10 months behind. '' It was during this call that I was informed for the *first * time my account was in active foreclosure. This is the startling news that has prompted my need for professional legal help with this matter. 

In XXXX, I have sent a total of {$12000.00} in payments to Statebridge. They have refused ALL my payment attempts. On XX/XX/XXXX, I was told by the representative I spoke with XXXX that my outstanding payment balance was {$11000.00}. How is it possible that I have sent payments exceeding that amount and yet Im now facing an active foreclosure? I told XXXX I just wanted to pay them in full as quickly as possible to stop all of this madness. He directed me to a contact that was described as being someone was now assigned to the legal aspects of my foreclosure. XXXX stated he did not know what the re-instatement fees were and this legal person would be able to give them to me. I called that number several times and was dumped into an unlabeled voicemail. I left detailed message after detailed message pleading for a call-back. I never heard from anyone. XXXX also gave me his 'direct line ' and asked me to call him back once I had the re-instatement fees. I never received the re-instatement figures because i never received a call back, but made attempts to connect with XXXX to let him know no one was calling me back. Each time, and once again, I was dumped into an unlabeled voicemail. I 've not heard back from XXXX again. On XX/XX/XXXX, I called the only other number Statebridge publishes, the same one I 've attempted to use so many times before ... i called this number FOUR times and each time the call connected and I could hear muffled voices and then I was either hung up on or the calls were disconnected. 

For ten months, they have returned every payment ( except one - the large payment sent on XX/XX/XXXX ) I 've sent them with a standardized letter stating " we are returning your payment because it 's not enough to bring your account current. '' Late fees galore but that is the least concerning of my issues. 

Late in the day, Monday, XX/XX/XXXX, I received certified mail from Statebridge attorneys confirming what XXXX had told me - that my home is in foreclosure with a sale date of XX/XX/XXXX. I now have two weeks ... TWO WEEKS ... to figure out how to save my house. I have now found literally hundreds of negative reviews where so many consumers are sharing their nightmare situations as a result of having had their mortgage sold to Statebridge. 

On Tuesday, XX/XX/XXXX, I retained the services of XXXX XXXX XXXX in a desperate attempt to have someone help me save my home. On Tuesday, XX/XX/XXXX after I provided every bit of required documentation XXXX XXXX XXXX ( XXXX ) instructed me to send in support of seeking a loan modification with Statebridge, XXXX faxed Statebridge my file. 

On XX/XX/XXXX, XXXX re-confirmed that everything had been sent to Statebridge. They are actively helping me pursue a loan modification in an effort to stop the sell of my home, slated for XX/XX/XXXX. I also learned from them that there is a 50/50 chance I will need to file for bankruptcy in order to save my home. They explained that because Statebridge is such a hard lender to work with, it 's very possible Statebridge will not even open my file. I now have the expectation from XXXX that by next Wednesday, XX/XX/XXXX, I will understand the true state of my circumstances and if I 'm forced into bankruptcy.
I only wish to finally pay what has, to date, been returned to me by Statebridge and save my home. Im seeking a reliable mortgage servicer who accepts and processes payments on a timely manner through modern technology solutions. I am seeking a servicer who does more than just print and mail paper statements outlining late fees and past due balances. I 'm seeking a servicer who answers the phone every time I call and that the person who speaks with me, is knowledgeable and can assist me. ( There was no response in my attempts to reach them by phone. Their automated phone line leaves you on hold forever and when you finally get through, the call is disconnected. This has gone on for MONTHS. ) I have been deceptively and unscrupulously walked smacked dab into an unnecessary foreclosure. I can afford my home, love and value my home and am pleading to save it. 

I implore you ; please investigate this company. You will find hundreds and hundreds of other consumers who are also victims to their deceitful ways.

Company response to consumer: Closed with explanation