Consumer complaint received 2023-12-26
Company: WSFS FINANCIAL CORPORATION
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu

Complaint:
XX/XX/XXXX FROM : Home owners : XXXX XXXX, WIFE : XXXX XXXX XXXX Mailing Address : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX : XXXX, Home Ph : XXXX, Fax : XXXX, Address and contact details : Wilmington Savings Fund Society , FSB XXXX as trustee of XXXX XXXX XXXX XXXX XXXX 
Mortgage Servicing company : XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX, CA XXXX XXXX, Phone : XXXX, https : XXXX XXXX XXXX XXXX  Attn : Mortgage Account number is XXXX. 

Subject : Urgent Complaint Regarding Mortgage Fraud and Unlawful Foreclosure Proceedings. We want to pay and stay in our home but mortgage company refuses. 

Dear Sir or Madam, I hope this letter finds you in good health and well-being. I am writing to bring to your attention a matter of grave concern regarding handling our mortgage account by Wilmington Savings Fund Society , F.S.B., as trustee of XXXXXXXX XXXX XXXXXXXX XXXX XXXX. My name is XXXX XXXX, and I own the property at XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX 

Our mortgage servicing account number is XXXX, and I am filing this complaint on behalf of my family, including my wife, XXXX, and our XXXX children, as well as my elderly mother-in-law. 

First and foremost, I want to emphasize that the statements made in this letter are true and accurate, and I have attached supporting documents to validate our claims. Our ordeal began when we discovered that we were sold a negative amortization loan without our knowledge, a practice we believe to be a clear case of mortgage fraud. Despite our genuine efforts to rectify the situation, we have been met with a shocking lack of cooperation from XXXX. ] XXXX XXXX XXXX XXXX, which works at the direction of Wilmington Savings Fund Society. We have repeatedly requested a loan modification to commence regular payments, as we are committed to keeping our home. Our family, including my XXXX children and XXXX  mother-in-law, has no alternative residence. 
However, the response received on XX/XX/XXXX, from XXXX. XXXX XXXX was disheartening and left us in a state of distress. The message indicated a refusal to accept any payments, an intention to proceed with a modification review ( XXXX. ), and foreclosure after that. We are left with no choice but to escalate this matter due to the following circumstances : XXXX. Prior Mortgage Modification Fraud : We have been victims of mortgage modification fraud involving XXXX XXXX XXXX XXXX XXXX XXXX. Despite paying substantial sums, we were defrauded, leading to severe financial setbacks. 

XXXX. Medical Issues : Both my wife and I have faced prolonged medical issues, including surgeries and physical therapy, which severely impacted our ability to work and meet financial obligations. 

3. Hurricane Ida Impact : Our home suffered significant damage during Hurricane Ida, and the insurance coverage received has been inadequate, leaving us with substantial repair costs and accumulating debt. 

XXXX. Unpredictable Situations and Loss of Income : I, XXXX XXXX, have experienced a significant loss of income due to the economic downturn, health conditions, car accidents, and the impact of COVID-19. Despite being an award-winning designer with 22 years of experience, the current economic climate has severely affected my business. 

Considering these circumstances, we implore you to investigate this matter thoroughly and intervene to prevent unjust foreclosure proceedings. We are willing to cooperate fully in providing any additional information required for a a fair assessment of our situation. 

We believe in the principles of justice and fairness and trust that you will promptly rectify this situation. Thank you for your attention to this urgent matter. We want to stay in our beloved home and start the payment. But, the mortgage company refuses to take the payment and foreclose us forcefully. 
Sincerely XXXX XXXX DETAILS EXPLANATION : Complain : We have requested several times that the mortgage company give us a loan modification and want to start the payment. We love our house and want to stay in our home; we have no other place to live. We have XXXX children, and our mother-in-law, who is over XXXX XXXX XXXX, lives with us.But the Above Mortgage company wants to keep us in foreclosure action and refuses to take the payment from us. See below what they wrote on XX/XX/XXXX. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Good afternoon, XXXX XXXX, XXXX works at the direction of your Lender we do not have delegated authority to make decisions regarding your loan. 
We forwarded your request to your Lender, and they provided the following response : We are proceeding with an XXXX and Foreclosure thereafter. The only option the borrower has is to fully reinstate the loan. This borrower is too far behind, and we will not accept any payments. No further requests will be considered. 
Your mailing address was updated, as requested. 
Regards, XXXX XXXX Customer Service XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Phone : ( XXXX ) XXXX ext. XXXX, Fax : ( XXXX ) XXXX Hours : XXXX XXXX ( PT ), XXXXXXXX XXXX PRIOR YEARS # XXXX. MORTGAGE MODIFICATION FRAUD : Company Name : XXXX XXXX XXXX XXXX XXXX XXXX, Owner : XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX  XXXX, NY XXXX XXXX I paid over $ XXXX to them to work with a mortgage company for several modification cases. Still, unfortunately, I was the victim of the above fraud company, and they have shut down their business, but I lost all monies. 

# XXXX. MEDICAL ISSUES : Our current predicament is primarily a result of our ongoing medical issues. My wife and I have undergone surgeries and physical therapy for six months for back and neck problems, severely limiting our ability to work for several months. Consequently, we face overwhelming financial difficulties, including the imminent looming threat of home foreclosure due to the inability to make mortgage payments. 

# 3. Hurricane IDA : We saved funds for the mortgage but lost our savings during Hurricane Ida. Adding to our distress, our primary home suffered substantial damage during a recent hurricane. We urgently need to undertake repairs to ensure the safety and well-being of our XXXX XXXX  children, aged XXXX and XXXX years, as well as my XXXX  mother, XXXX XXXX XXXX who is XXXX XXXX XXXX and battling XXXX  XXXX along with XXXX XXXX XXXX complications. Besides XXXX, Loss of Income, and Loss of Business, hurricane Ida also impacted our house where we have not received payment over $ XXXX during our Full Insurance with Deluxe home Insurance with XXXX XXXX XXXX XXXX # : XXXX ; call XXXX and Flood Insurance FLOOD POLICY # XXXX, NFIP POLICY NUMBER # XXXX XXXX Given our circumstances, we have been forced to rely heavily on credit cards, accumulating a debt of over {$130000.00}, Loan {$50000.00} to cover essential home repairs, and maintaining a minimal standard of living. Regrettably, our attempts to obtain sufficient financial aid from sources such as XXXX, XXXX XXXX, and XXXX XXXX XXXX have yielded only a fraction of the necessary assistance, leaving us in an overwhelming state of pain and financial hardship that is difficult to articulate. 

# XXXX. Unpredictable Situation and Loos of Income : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, with many certifications & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have been out of a job since XXXX. I have had a tremendous loss of income due to " COVID-19 in XXXX, health conditions, recent car accidents, " and losing everything. We are willing to get any job to save our loving house. When the economy was in better shape, my business was going well and was flourishing. Now, I barely have any jobs. I lost many jobs. You see, in the industry that I am in, my services are not a necessity to people. As mentioned, the economy is poor, and people can no longer afford luxuries such as graphic design and interior decorating. On top of this, due to the economy, many furniture manufacturers have gone bankrupt nationwide. As a XXXX XXXX  my job entails much traveling, and the gas price in New York is ridiculous. It is over $ XXXX, and I must travel daily to XXXX, XXXX XXXX XXXX and New Jersey to meet with clients. 

FACT # We invested XXXX XXXX over {$5.00} to {$7.00} XXXX in real estate, paying State and City Government closing costs, property taxes, and almost over {>= $1,000,000} ( {$1.00} XXXX ) to the U.S. Government, City, States ( New York, Florida, Michigan, North Carolina ) ( Enclosed. all Huds, closing documents, prior owned home titles, deed ). From XXXX till now, we lost all of our savings, bonds, and investment properties and will now lose our loving house. We build it together little by little ; our family 's heart attaches to our home. If we lose this, we don't know how we will live. We live in fear daily and wake up with a foreclosed nightmare in the morning.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation