Consumer complaint received 2018-05-07
Company: Statebridge Company
State: NJ
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
A severe hardship forced us into foreclosure on our home loan with XXXX XXXX   in XX/XX/XXXX. We were told we were approved for a Loan Modification by XXXX XXXX in XX/XX/XXXX, and as we moved forward with the process, our loan was transferred to Statebridge Company. We were told by XXXX XXXX   that this transfer would not jeopardize the Loan Modification process. They assured us that all of the paperwork would be transferred over to this new Servicer. We were asked to allow a few weeks for the paperwork to transfer over, and that the process should continue where they ( XXXX XXXX  ) left off. After receiving letters confirming the transfer of the mortgage to Statebridge Company, and waiting a few weeks as suggested, I ( XXXX XXXX ) called Statebridge Company to continue with the Loan Modification process, and to start back on making our mortgage payments. Things started out slowly with this company from the start, as I was put on hold multiple times only to receive the e-mail address of XXXX XXXX, whom I was told would be the person handling our Loan Modification. After e-mailing this person as instructed, she responded and referred me to another person, XXXX XXXX who would supposedly be the person handling our modification. It was mentioned in the email that he was out of the office, but for us to keep in mind again, it would take a couple of weeks for the paperwork to settle into their office. A couple of weeks went by and I followed up with an email to XXXX XXXX to no response. After a few days, I placed a call to Statebridge, this time asking to speak directly to XXXX XXXX. I was transferred to XXXX XXXX who seemed to know nothing about our Account, our Loan Modification or anything. He said he would look into everything and get back to me within a few days, of which I heard nothing. A week later, I sent a follow-up e-mail to the first person I was referred to, XXXX XXXX to no response. A couple of weeks went by and we were now towards the end of XX/XX/XXXX and I began to feel leery of this new Company and its intentions. I placed another call to XXXX XXXX, who informed me that he had not received our Loan Modification packet, and that he would have to speak to the investors at his company about starting another one. He again stated that he would get back to me, of which he never did. I called again ( not sure of the date, but by this time we were in I believe the end of XXXX or the beginning of XX/XX/XXXX ). I spoke again to XXXX XXXX who still had no information, nor any options for us at that time. I asked to speak to someone else and was mysteriously disconnected. This happened on multiple occasions. In XX/XX/XXXX, we received a Sheriff Sale Date for our home. We immediately contacted a HUD Certified Counselor as  advised in the notification letter we received ; ( we had no prior knowledge of this office or this type of assistance ). It was at an appointment with our HUD Counselor, that she placed a call to Statebridge Company and identified who she was. It wasn't until then, XX/XX/XXXX, that she was immediately given instructions on how to download a Mortgage Assistance Application from the company 's website. We had never been offered this option prior. We were granted 2 adjournments on the Sheriff Sale, and during that time, completed and submitted the Mortgage Assistance Application that was downloaded from the Statebridge website, by our HUD Counselor. We submitted it via. email & fax on XX/XX/XXXX. It was immediately denied, claiming No Time to Evaluate, foreclosure sale is scheduled for XX/XX/XXXX. I immediately responded, informing that an adjournment was granted, extending the sale date to XX/XX/XXXX. They responded with : The letter still stand, there is not enough time to review. I now believe the sole intention of this company is to force the foreclosure and sale of our home, which is why they didn't offer us any assistance or options from the start. They would more than likely be the ones to purchase our home too, since it's worth over {$100000.00} more than what we owe on it. We moved on to pursue and received a Court Ordered Stay of the Sheriff sale until XX/XX/XXXX. During the Court session, the Statebridge Attorney, XXXX XXXX was conferenced in by telephone. He stated in Court that Statebridge had  been waiting for paperwork from us back in XX/XX/XXXX. My husband and I are totally un-aware of this request for paperwork and believe this statement to be totally untrue. We testified to this in court. The Judge has ordered for the Statebridge Attorney to receive the original loan modification from us and for him to submit it to the Statebridge Company. The paperwork was submitted to the Attorney via. Email on XX/XX/XXXX. XXXX XXXX asked that I follow up with him for an update the following week. I left to messages with XXXX XXXX this week and did not receive a return call. We are not sure of what to do at this time. We have been treated very unfairly since day one of the transfer of our loan to Statebridge Company. As shown in the Client Action Plan, drawn up by the HUD Counselor, we can clearly afford our house, and are not being given a fair chance to retain it. I've attached all  associated documents in order from the beginning of this ordeal. We look forward to hearing from someone soon. Thank You!

Company response to consumer: Closed with explanation