Consumer complaint received 2016-12-28
Company: Altisource Portfolio Solutions, S.à r.l.
State: SC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My name is XXXX XXXX, I am a mother of XXXX children and a soldier in which I have served my country for 14 years. I recently underwent a tumultuous battle with several lenders that were trustees of my mortgage. Back in XXXX I purchased two lots one being given a deed to me after paying a sum to the original owner. The other was financed through XXXX XXXX XXXX back in XXXX of XXXX. This moment was a exceptional one for I finally was on my way of owning something great that would eventually be mine. After about 8 years I underwent a divorce in which the property was split between me and ex-husband. Around XXXX while XXXX he did not make a payment and begin to default the loan. After I return the next year I immediately started to contact to find out whom had the loan. For two years no one from XXXX XXXX XXXX would give me information on who or where I can contact the individuals. My ex husband at that did file three motions to dismiss the case and they all were accepted. However moving foward once I came back to the home in XXXX, I learned that nothing had been resolved. The nightmare began from this point out, I begin to contact the once lien holder XXXX XXXX XXXX whom conveyed to me that XXXX was the new holder of the loan. I contacted XXXX back on XXXX XXXX, XXXX to learn that they would do a modification and try to resolve the matter with me. Around XXXX XXXX, XXXX XXXX stated that they needed a payment to begin the loan process, the representative in whom I spoke with was XXXX XXXX whom had an XXXX accent. The number in which I called was indeed an XXXX number XXXX. XXXX XXXX I worked with and did a payment of XXXX dollars to over the course of the year in efforts of paying fees requested to do the modification process. In the year of XXXX I learned that all my efforts that I underwent with XXXX was not a success and it was then passed on to XXXX XXXX. I immediately reached out to an individual name XXXX to assist me in resolving the matter yet again. After calling and emailing constantly with no response it was, XXXX XXXX from XXXX XXXX that stated she could help and was assigned to the case. I begin to think that finally as a consumer someone would be there to help me and I could stay in my home. This was not the answer after a rushed modification in which XXXX XXXX stated she did not have everything. XXXX XXXX moved foward with the foreclosure sale, the date was not disclosed to me until I went on an XXXX site that gave it. Where I contacted a XXXX XXXX XXXX of the law firm whom acted on behalf of XXXX XXXX Bank. He stated that he could see what could be done and call me back, I never got that call this was XXXX XXXX, XXXX around XXXX The proceeding moved forward and I then begin to work with AltiSource in which I spoke with XXXX XXXX. For about a month I made an offer after going back and forth with XXXX XXXX and XXXX XXXX from XXXX XXXX on where the offer was to be made. XXXX XXXX then contacted me back stating that my service in the armed forces did not protect me nor did I have the offer accepted by their investor. She begin to tell me that I needed to removed my belongings from the home and that at the time there was nothing that could be done nor did the investor wish to take my offer of the original price left on the debt. Here I am still will all my kids trying to see if at all possible I can save my home, I feel that the law should protect any service member from undergoing such a injustice act as this not just XXXX XXXX. I am still baffled at the way I have been treated and feel completed exhausted with the injustice I feel has happen to me and my family. I only want to pay the debt through the finance server and remain in my home. Please I am asking that this be known to everyone on the type of practices that the banks do.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation