Consumer complaint received 2021-05-12
Company: Aspen Yo LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Per Gregory Funding loss mitigation package ( tracking number XXXX ) delivered to your institution ( see screen shots # 1 & 2 ), kindly review the error of placing the wrong complaint number on the priority mail envelope sent for your perusal. I respectfully request those recently received documents of 118 pages plus the cover page enclosed ( saved name as, " Gregory Funding Foreclosure Prevention ... '' ), be submitted as supporting documents for this complaint please. Thank you! 

The two page attachment ( with XX/XX/XXXX amendments ) shows all the documents submitted to Gregory funding per delivery confirmation of tracking number XXXX delivered to the address listed ( Screen Shot # 3 ) on the Gregory Funding loss mitigation application as XXXX XXXX, TX XXXX and your facility. The XXXX amendments were not included in the packet sent to your institution unfortunately, as that was sent prior to the one sent to Gregory Funding. 

I seek to also provide your company further supporting documents that show the completed loss mitigation file of XXXX per telephone conversation and requests from XXXX XXXX, Customer Service and Loss Mitigation Director in XXXX. For some strange reason, I did not receive written response to any of these concerns or company cooperation in researching and adequately responding to my concerns per response to the XXXX  rejecting their XXXX  response ( see letter dated XX/XX/XXXX ). I request your assistance in soliciting a response please. 

Gregory Funding letters dated XX/XX/XXXX, XX/XX/XXXX, and XXXX  XXXX XXXX ( XXXX XXXX  related letter dated XX/XX/XXXX to include copies of my two reports to the XXXX, will show that I timely submitted and followed up on those requested documents for research by Gregory Funding. 

When observing the timeline and response from the company per letter dated XX/XX/XXXX and letter dated XX/XX/XXXX, Gregory Funding 's loss mitigation department remained non-responsive during that time I diligent prove to show all the faxed documents that went ignored. It is with respect to the 30 day timeline this company was expected to return written response to my concerns, I seek to focus this request for research and response from the company. When viewing the letter dated XX/XX/XXXX, you will notice that my detailed concerns directed through the XXXX  complaint were not addressed. Till this day, I still await thorough research per these complaints of the whereabouts of these faxed, mailed communications, request for clarification on the foreclosure prevention attorney fees that surmounted to over {$12000.00} for which no invoices re : legal services has been provided to the mortgage holder. See letter attached. 

I called and spoke with three Gregory Funding representatives last week in efforts of trying again to receive assistance on this loss mitigation and alert them of the 3rd party authorization form faxed with permission for XXXX XXXX of XXXX and XXXX XXXX, CPA accountant readily available to send additional documents. He too has complained ( XX/XX/XXXX ) along with XXXX XXXX  of XXXX XXXX of XXXX XXXX that the delays ( XXXX through XX/XX/XXXX ) and challenges faced receiving timely responses from Gregory Funding and their representatives is contra the norm. Spending over an hour daily results in a loss of income to me as mortgage holder. 

The three representatives identified as XXXX, XXXX ( XXXX ), the supervisor, and XXXX XXXX XXXX manager were also vague and lacking assistance regarding loss mitigation, acknowledgement of these concerns and prompt problem resolution. I asked XXXX to confirm the formal complaints sent, she stated that she could not see any except the previous one of your company and keeps requesting that the already faxed documents be sent again. This is an unacceptable business practice. 

After waiting an hour and 25 minutes today, I was able to report to XXXX, agent XXXX the signed receipt by XXXX XXXX at Gregory Funding, XXXX, XXXX XXXX XXXX, XXXX XXXX, TX XXXX. The call lasted two hours and 14 minutes. Please know that all letters written by mortgage holder per attached that requires signature will be sent in the mail today. 

I thank your company delegates for being part of this effort in helping derive answers so to save my home and form a closer partnership with this company regarding my mortgage and standard documents and education missing in this financial management process. In the subsequent packet that will be sent today to support this loss mitigation, foreclosure prevention complaint of missing documents, no acknowledgment of paperwork, I seek to gain assistance with why the company has successfully been able to ignored the compliance of documents sent without initiating research of said documents and valid response/acknowledgment till this day. 

Thanks again.

Company response to consumer: Closed with explanation