Consumer complaint received 2019-12-06
Company: MONEY SOURCE, INC., THE
State: NV
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
Servicing violation : I am being denied my right to assume a loan without a denial letter in fact the contrary they sent a notary to my house to sign the assumption paperwork but 1 year and 7 months later The Money Source will not put the loan in my name. 
My claim is for : The Money Source needs to put this loan in my name. Can I assume this loan or not?? Ignoring me and making me jump through hoops to pay my mortgage should be illegal. 
I am currently at risk if I needed an insurance claim per The Money Source! 
Difficult to make my payments and I need to retell my entire story to The Money Source rep to avoid their fees My credit does not benefit from me making the mortgage payments on time for almost 2 years. Of course this affects other financing I receive not benefiting from a higher score that a perfect mortgage rating would give me Hours and Hours of calls, and paperwork I need to do to try to get this in my name The Money Source is failing to put a loan in my name after I have signed their assumption paperwork 1 year and 7 months after my first attempt to assume the loan, I signed their assumption paperwork, their deed a year ago. Failure to perform. 
On XX/XX/XXXX my father passed away leaving his house to me in a trust. In the beginning of XX/XX/XXXX, I contacted The Money Source which was his mortgage lien holder and notified them of his passing. The representative informed me since the house was left to me in a trust that I can assume his loan. They gave me a list of documents to send to them including the trust and the death certificate. I received tracking information that they had received my packet. The Money Source did not contact me so I called again a few weeks later. They said sometimes it takes a few weeks for the packet to get to the right department and I made the house payment over the phone. XX/XX/XXXX : I called and they had no record of my packet and said the representative should not have instructed me to send it that I must talk with their assumption department. I made XXXX 's payment and was transferred to the assumption department who said this is a fast process and the loan would be in my name within 2 weeks. They instructed me to re-send my packet. I did incurring fees of a new death certificate and more postage and received tracking that it was received. 
XX/XX/XXXX : They never received it but the representative XXXX XXXX said it can take a month for the mail room to give my packet to the assumption department so I made XXXX 's payment and waited. This continued until XXXX where XXXX instructed me to just scan my paperwork over as he never received it. I did and within a week he had disclosures to me. 
In XXXX of XXXX the Money Source sent a notary to my house to sign a new deed assuming the mortgage. I signed on XX/XX/XXXX. I called XXXX and he said it would be in my name a few days after XXXX. XX/XX/XXXX, I called XXXX and left messages for a week-no call back. The next week I called and asked for the assumption department and got a different representative. I asked if XXXX was still working there. He said yes but he is away from his desk and would call me back but he didn't. I started panicking! Had this been a fraud? Had someone pretending to be The Money Source contacted me? Had I signed over my house to someone? I called and asked for a manager. I was told they can only send emails to managers and they requested a manager to call me back. The lady on the phone said there was no record of me trying to assume the loan at all. I started checking with the county to make sure the house was under my name-it was. No manager ever called me back. I started going through my dad 's paperwork. Was this indeed my dad 's lien holder? It is. Had it been sold to another company? Nope. Was The Money Source a legitimate company? I called every few days for 4 months and retold my story. It's not a fraud they are just failing to perform. In the meantime it's very difficult to make a payment. When I mailed it, they wouldn't post it for almost 3 weeks. I came very close to a 30 day late. They charged me late fees. I couldn't pay online because I don't have logins because the loan isn't in my name. Every time I tried to pay over the phone it was returned. This has been a year trying to figure out why it is getting returned but I have finally realized I think its because it is going over as the Estate of ... ... ... and my bank account says my name. Theres an over the phone fee that I paid a few times but Im so angry about it that I now every month retell my story to The Money Source Representative. The representative sends an email to their manager and says someone will call me but no one ever does. The representatives all say that the notes on my file are long and that it says I am interested in assuming the loan but only a manager can help me but nobody ever calls me back. 
In XX/XX/XXXX, I received an original death certificate back from The Money Source. One that I had mailed over a year ago that they claimed they never received. Out of the blue! I thought maybe someone is working on this. Nope! 
Also in XX/XX/XXXX I received a letter dated XX/XX/XXXX that said The Money Source was going to force home owners insurance on me. I said I have always paid my home owners insurance through the impound account and that I have insurance through XXXX XXXX. They said they knew that but my insurance is in my name and it needed to be changed to The Estate of ... ... .. I explained that they are failing to put it in my name! They need to change the loan NOT me changing the insurance. The Money Source representative said if I want it in my name I should refinance. I told her that I am being denied my right to assume a loan! She said if something happened and I needed to submit an insurance claim it would probably be denied. 
This is a gross failure to perform. I need to pay this month 's mortgage now but I have to do it before XXXX pacific time or their closed and be ready to be on the phone to re-tell my story for 30 min to avoid being charged their fees!

Company response to consumer: Closed with explanation