Consumer complaint received 2019-01-23
Company: Servis One, Inc., Titusville, PA Branch
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
After numerous attempts since XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I have sent out emails and phone calls explaining proof of payments that we've have made our mortgage payments on time and are current since we completed our BK in XX/XX/XXXX and was instructed by the Trustee to make our first payment for the month of XX/XX/XXXX and an attached legal document of " FINAL CURE '' identifying that we ARE NOT INAREARS of any payments and we are current. Each time my wife and I have called XXXX customer service, it was ask if my emails including my attachments were reviewed? 

At each time the answer from XXXX was " we did not receive the emails, so no one has reviewed them. '' This is unacceptable and I find this hard to believe. On XX/XX/XXXX the Trustee was speaking with XXXX ( XXXX rep ) as my wife and I was part of the conversation listening in as XXXX had asked for proof of payments by the Trustee. The Trustee rep emailed the information to the required XXXX email address and yet there is not recorded of it. My wife made an another phone call to XXXX on XX/XX/XXXX to find out of any updates because we were told the review by XXXX   should be completed in 7-10 days, but it was already beyond the time frame given and the rep said " Oh it was completed a few days ago. '' However, each time we would asked when someone would contact us of the results we get the same response from the XXXX rep " someone will contact you or your husband '', well no one has made any attempt to reach us. The same day of XX/XX/XXXX my wife reached out to the Trustee to let them know the concern once again and to let the Trustee know the email sent on XX/XX/XXXX was not received by XXXX. The Trustee re sent the email and faxed the proof of payments to XXXX on XX/XX/XXXX. 

We had asked numerous times to speak to someone in a different level or department who is handling our case, but the response we are given is " well let someone know. '' Seems like a cover up for XXXX not to accept the truth and not wanting to engage with the customer. XXXX says the review has been completed and it is shown that we are 1 month behind in our mortgage payment, but yet XXXX only reviews their records, but FAIL, REFUSE OR IGNORE my information that I've been providing including the legal document of " FINAL CURE. '' Whatever the case maybe, XXXX continues to think we are behind in our mortgage payments.To add to our concern, this has put added stress onto our lives that we don't need as my wife is recovering from her XXXX  XXXX dealing with XXXX in addition, XXXX is damaging my credit. 

As of XX/XX/XXXX XXXX  still contends we are 1 month behind in our mortgage payments. I have taken a lot of time during my work time to get bank documents and send out emails and try to connect with someone hire than a XXXX rep to hear my complaint. No such luck that XXXX will not let us speak with anyone other than a rep from customer service. Since the credit report ( attached ) XXXX has reported my credit 30 days late each month to XX/XX/XXXX, XX/XX/XXXX is about to be finished and they will once again report me as 30 day late.

Company response to consumer: Closed with explanation