Consumer complaint received 2019-08-06
Company: Servis One, Inc., Titusville, PA Branch
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/2019, my XXXX representative, XXXX XXXX, and I spoke with XXXX XXXX with BSI Financial, regarding my loan modification file that was submitted to them about a week prior to our phone call. 
Upon us speaking with XXXX, she informed us she received the request but, how she feels it's not going to be approved. 
My XXXX representative advised her that it's not your place to say whether or not it's going to be denied, will you go ahead and just submit it. After being advised of such, XXXX once again repeated how she feels it's not going to be approved and stated that the reason will be because I just had a modification and I need to look into lowering my home owners insurance and have my property taxes audited. 
She also stated how she pays XXXX XXXX or whatever dollar amount for her homeowners insurance there in California and that I need to find something cheaper to help with getting my escrow out of the negative and again, because of that, they're not going to approve it. 
My XXXX rep. responded to XXXX reminding her how things happen in life and 4 years ago and should not be considered as a " just '' moment. I also pointed out to XXXX that my last modification was about four years ago. After hearing XXXX condescendingly repeat those words to me, I frustratingly told her, my situation have changed dramatically since then and that she doesn't have to keep repeating, " they're not going to do it '' and not be so rude in how she's speaking to me. 
I did included in my hardship letter the reason I fell behind was due to a bad car accident I  was in two years ago, where to date, I'm still missing days from work, as a result of, the pain I'm still in. The accident resulted in me having XXXX XXXX, XXXX XXXX, XXXX, and a XXXX XXXX in my neck. After hearing and feeling XXXX 's negative advise and her rude repetitive deliverance of her choice of words, I decided at that point I don't want to speak with her or even have her handle my file. 
Finally after the back & forth between us all, XXXX said she's going to submit the file. After hanging up with XXXX, XXXX, with XXXX advised that I call BSI Financial and ask that they assign someone else to my file. 
I took XXXX 's advise and called BSI the next day. 
Unfortunately, I didn't write down the person that answered my call which was a big mistake and I regret tremendously because, this person was no better with his attitude than XXXX. 
Upon verifying my info, after inputting it with their automated service, I was asked to do so verbally by this person and he got upset with me for asking, why do you guys have the automated system ask you all these questions, if you reps. are going to do so too? His reply was so nasty. He replied, " well mam, I'm trying to help you ''! I instantly replied by asking him, " Why are you guys so rude and nasty there ''? Then I asked for a manager over XXXX XXXX. His reply, I am one of the managers over XXXX, what's the problem? 
Against my frustration, I did explain how I wanted to request for someone else to handle my file besides XXXX, due to how short, condescending, and the impression of I was bothering her to do her job. He replied by saying, well, your file was denied, I'm looking at it right now. It was denied by the investors, due to debt to ratio. 
I just got quiet and told him, " I've never dealt with such a rude company in my life ever '' and I just hung up. I hung up because, in that moment, I was in tears and felt so judged, defeated, and hopeless. Yet, just yesterday, XX/XX/19, I received a letter from them saying, that my file is being reviewed and now, I'm so confused. I just wanted to make this complaint in an effort to help the next person not to have to experience what I did because, it hurts to be treated that way and it's not right.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation