Consumer complaint received 2021-03-16
Company: Aspen Yo LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
For SEVERAL months I have been trying to communicate to XXXX XXXX about the status of my situation with regards to making payments on my mortgage. Each time I have attempted to contact them, I have been put on hold for over 20 minutes only to NEVER talk to a customer service representative. I understand that we had Covid -19 protocols set forth by our Federal, State, and Local governments, however, not being able to keep the communication lines open is detrimental to one 's living situation which brings me to this complaint. 
In a letter from XXXX XXXX dated XX/XX/XXXX, I was informed that XXXX XXXX needed information that matched the " Mortgage-Payee Clause '' from my insurance company to the information they had on file. XXXX XXXX requested " proof '' that I had hazard insurance and wanted me to fax or mail the declarations page to them. I called my insurance company ( XXXX ) to advise them of the situation and they told me they would send the information to them by the fax number provided to me in the letter. In a letter from XXXX XXXX dated XX/XX/XXXX, I received an " Insurance Escrow Cancellation '' notice. I immediately called my insurance agent and asked what was going on. She advised me the insurance company sent in the paperwork requested by XXXX XXXX using the fax number given in the letter. I tried NUMEROUS times to get in touch with XXXX XXXX to discuss this situation but NEVER talked to a customer service representative after being on hold every time. 
On XX/XX/XXXX, I received a " Notice of Intent to Foreclose '' letter from Gregory Funding giving me to pay off the outstanding mortgage debt of {$3900.00} which INCLUDES unpaid installments, late charges, and " suspense unpaid charges ''. On XX/XX/XXXX, I paid a TOTAL of {$4700.00} which INCLUDES six months of mortgage payments PLUS some sort of late charge of {$330.00}. Now on the foreclosure letter, it stated I only owed a total of {$3900.00} HOWEVER, on XXXX XXXX 's website, it stated I owed a total of {$4700.00}, a difference of {$750.00}. I was informed by the website on XX/XX/XXXX after I had just paid the payments that it takes TWO business days for the account to update. 
On XX/XX/XXXX, I made a call to XXXX XXXX to check on the status of my account. I was on hold for 26 minutes and NEVER talked to a customer service representative. Later that afternoon, I attempted to contact XXXX XXXX again and was put on hold for 34 minutes before hanging up and never talked to a customer service representative. On XX/XX/XXXX, I attempted to call XXXX XXXX and was on hold for 15 minutes before hanging up and not talking to a representative. I made one more attempt that afternoon and again was on hold for 18 minutes before hanging up never to talk to a representative. On XX/XX/XXXX, I logged into XXXX XXXX 's website to check the status of my account and my account had not been updated. I made another series of calls only to NEVER talk to a representative after being on hold for over 30 minutes each time. Now I am really worried so I check my payment history and it shows the payments complete with " confirmation '' numbers of the payments I made back on XX/XX/XXXX. On XX/XX/XXXX XXXX today ), I log into XXXX XXXX 's website to check on the status of my account and STILL there is no update. Here it is on the day of my foreclosure date and I have NEVER been able to contact XXXX XXXX about my mortgage loan. The ONLY means of communication is the what seems to be a fake number that no one answers at the company. I went to the Better Business Bureau to check on this company and wouldn't you know it this company has an " F '' rating with literally ALL of the documented complaints being not having communication with the customer. I filed a complaint with them as well.

Company response to consumer: Closed with explanation