Consumer complaint received 2020-03-13
Company: BANK OF NEW YORK MELLON CORPORATION, THE
State: VA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX XXXX  XXXX XXXX, XXXX. 
XXXX XXXX XXXX XXXX, DE XXXX Bank of NY, Mellon XXXX XXXX XXXX XXXX XXXX, NY. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX. 

This letter addresses the deceit and re-modification denial by XXXX   XXXX XXXX, XXXX. 

We filed a complaint with Consumer Financial Protection Bureau on XX/XX/XXXX against XXXX  XXXX XXXX, XXXX. 
XXXX  XXXX XXXX reached out on XX/XX/XXXX and a request for a re-modification of our HELOC was requested. 
All requested paper was submitted in a timely manner. 
Received a call from XXXX  XXXX XXXX on XX/XX/XXXX informing us that our re-modification was denied. 
We requested an appeal and was denied, the reason being the Investor would not approve the re-modification. 
We were informed the Bank of NY ; Mellon was the investor. 
We tried contacting Bank of NY, Mellon on XX/XX/XXXX at three different numbers, a recording informed us to send regarding our issue ( we were unable to speak to a live person ) An email was sent, and a response was received that they had no control over any approval decisions that was XXXX  XXXX XXXX, XXXX. decision alone. ( see attached ) For the past 15 years we have made interest only payments with no portion going towards to the principle, on time every month. 
The paperwork also state that we were not eligible because the maturity date was past due. We tried to re-modify back in XXXX but did not receive the proper information or any paperwork. 


We feel XXXX  XXXX XXXX, XXXX. is being extremely deceitful, deceptive, mis-leading and misguiding. XXXX  XXXX XXXX, XXXX. and Bank of NY, Mellon are pointing the finger at each other and no one is taking responsibility to try and resolve our issue. 
XXXX  XXXX XXXX, XXXX.s accusation that Bank of NY, Mellon did not approve the re-modification XXXX  XXXX XXXX, XXXX. states they did not investigate any other programs that we may be qualified for. 

This means we are where we started with no re-modification, threats of foreclosure and credit defamation if we do not pay the full amount of the HELOC by XX/XX/XXXX. According to the reply we received from XXXX  XXXX XXXX, XXXX. any payments made will be accepted but will not stop the process We feel very strongly that our experience, with XXXX  XXXX XXXX XXXX, XXXX. has been malicious and not helpful. 
Their communication skills and customer services are simply unacceptable. My husband and I would really like to re-modify this loan so that we may start paying into the principal and eventually pay it off. 

Our goal is still simply to get this loan settled, so that we will still be able to live in the house that we have tried so hard to maintain for our family. If you need any additional information, please feel free to contact us at ( XXXX ) XXXX, ( XXXX ) XXXX, or email XXXX. 

Thank you again for your time and consideration. 

Mr. XXXX XXXX Mrs. XXXX XXXX

Company response to consumer: Closed with explanation