Consumer complaint received 2018-05-21
Company: BOK FINANCIAL CORP
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Mortgage collection company, XXXX XXXX XXXX, got involved with my mortgage from the XXXX XXXX XXXX  three years ago, when I had only one payment that was returned. I remedied the situation immediately. But from that point, the mortgage servicing company, a collection agency, insisted that I could only pay my mortgage via cash money order. 

Up until that point I had a perfect record paying my mortgage on time, every month. And after that point in time, I also had a perfect record paying my mortgage on time, every month. Two years later I was alerted that my account was missing a payment. That was not the case. I had paid every payment to the company. For two years no one alerted me that there was a problem with one of the payments. It took me over 6 months of repeated phone calls to the mortgage servicing agency for someone to finally get in touch with me and tell me that they realized there was a missing payment from several years ago. I told them they needed to prove which month it was. That took several more months. When they finally got back to me and told me which payment was missing, we argued because I obviously had a perfect record of paying my mortgage. They insisted that unless I could provide them a receipt for the money order from two and a half years ago, they would not credit my account. The problem is that money orders can be cashed by anyone holding the money order. My speculation is that someone took the payment, because I even had Bank record showing when I had taken the money out to purchase the money order. But because I did not have a receipt for the money order, seeing as how most people don't keep every receipt for several years, the company still never would credit the payment. That was the first problem. 

Next, I went through a divorce and lost my business which caused me to get a few payments behind on the house after my wife moved out. I have worked diligently with XXXX XXXX  XXXX, to fill out their paperwork for loan modification so that I can save my home. They sent me a package of information which I promptly filled out and returned. They thent told me that they needed a significant amount of additional information. I provided all that information and even had them on the phone going over a detailed list of what I was submitting. The representative told me that that was the complete package of information they needed, so I sent it on to the company. They allegedly called me back twice to tell me that once again they needed more information. But no information was left for me on a voicemail. Furthermore I had repeatedly told them that my contact preference was email because of my work hours and the way they prevent me from talking on the phone during the day. Still to this day, they have not emailed me but rather called each time. This alone causes a serious communication issue, preventing me from being able to actually work on my mortgage and save my home. 

After that point, they canceled my home modification request and moved my home into foreclosure status. I contacted them once again to find out why there was such an issue. They told me they could begin the process again but would not halt my foreclosure proceedings until I had returned all of the information to them yet again. The package of information never arrived, and they suggested it must have gotten " lost in the mail. '' I asked them to email it to me and they refused. They said they would only send it via postal delivery. So I asked them to send the information again. I have now once again reached the standard waiting period and have once again never received the packet. I feel they are intentionally making it impossible to save my home, no matter how hard I work. These practices are blatantly predatory. And I feel I'm out of options for dealing with them and in fear of losing my house.

Company response to consumer: Closed with explanation