Consumer complaint received 2017-12-12
Company: Servis One, Inc., Titusville, PA Branch
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Back on XXXX/XXXX/XXXX I filed for XXXX XXXX bankruptcy. My case was confirmed on XXXX/XXXX/XXXX and I have been in active bankruptcy ever since. 

Unfortunately as of XXXX/XXXX/XXXX my mortgage loan servicers changed from XXXX XXXX to some random company named XXXX XXXX. 

All throughout the bankruptcy XXXX XXXX has been able to send me monthly statements showing amount owed, mortgage payment, history, etcI was always able to go to the XXXX XXXX website and log in to my account to also see my account information on line where I could confirm amounts and confirm that my payments had been received. 

Starting on XXXX/XXXX/XXXX I contacted XXXX XXXX several times via email and over the phone with no response. On XXXX/XXXX/XXXX I finally got an email from a representative from XXXX XXXX ( XXXX XXXX ). She told me that will not be permitted to register on the site to see my account information or set up auto payments or make a payment online due to the bankruptcy status. 
Sending you a statement is a form of collection and you are in active bankruptcy, therefore we are not permitted to send them to you. 
All these rules must be followed per the bankruptcy protection you are under and can not be broken. 

When I told her I was able to see my account on line and receive mailed statements from XXXX XXXX her response was.. 

Different servicer, we are not there yet. In the future we will have statements specific to bankruptcies, but at this time we do not. 

So now it was not about bankruptcy rules. Instead now it was because there company is not set up to mail basic statements to a consumer.because they were in active bankruptcy.? 

I also told them that when I was with XXXX XXXX they had included PMI into my payment. And because the value of the home was far more than what was owed I wanted the PMI removed. She claimed.. 

I do not see where your loan has MI any longer Well how would I know since I can not see any documentation of what they have, my account, the numbers, etc it is also my understanding that when your mortgage loan changes from one servicer to another that nothing changes other than the company who receives your mortgage payment. 

So based on all that has happened and been said thus far none of this sounds correct. 
Part of the bankruptcy agreement is that I make monthly payments ( of which can change based on taxes & insurance ) If I dont receive a monthly statement .and cant access my account on line..then how in the heck and I supposed to make the proper payment according to my bankruptcy? 

XXXX XXXX was the 2nd loan servicers we have had on our mortgage since it was obtained back on XXXX/XXXX/XXXX. 
Sadly XXXX XXXX is the 3rd servicers on our mortgage loan. 

Because none of this makes sense and unfortunately I keep getting routed to lower level employees that are inconsistent with their responses I need hep from an outside 3rd party entity to get this XXXX  company to act accordingly.

Company response to consumer: Closed with explanation