Consumer complaint received 2019-09-24
Company: Servis One, Inc., Titusville, PA Branch
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
After my chapter XXXX bankruptcy was dismissed ( filed BSI wouldnt call back or email me after we were working on a modification. They wouldnt answer up to the day before sheriff sale XX/XX/XXXX. My attorney told me to keep trying to work with them and my other mortgage company and student loan. I was able to get a modulation with other mortgage and repayment plan with student loan. My attorney office kept emailing them authorization papers to speak with me and they would say they didnt receive it. I completed modification papers XX/XX/XXXX. I kept calling and trying to reach XXXX XXXX and he was so disrespectful on the phone hollering at me at telling me to shut up. All of this was recorded. Finally yesterday evening Im transferred to XXXX XXXX in loss mitigation who was just as disrespectful. He informed me that they denied accepting my deposit of {$1500.00} dollars and I would have to put a deposit of {$5000.00}. My payments would be approx {$2100.00}. He told me this as well on a recorded call. They said I had to wire the money in 24hrs and they wouldnt provide me any information about my account or the approval in the email he was sending. I informed him that I never herd of a mortgage company asking for a deposit but not willing to state that in the email he send on how to send the money. He stated he cant put anything in writing other than how to send the money but not what it was for or my account info. He even made me get the info from a secured email. However, he has done that today and he has all of my personal information in the email communications going back and forth. There was a lot of bully tactics, bias and down right disrespect from the XXXX XXXX and XXXX XXXX. XXXX told me on the recorded call that the payment would be for 12 months and probably increase around {$670.00} to {$820.00} in a year by of escrow. He stated that the payment he gave me was for principal and interest and most was going to interest. After being told they would not give me anything in writing and if they didnt get the money by XXXX XXXX   I wouldnt get the modification. So, nervously I send {$5000.00} deposit wired from my bank as it structed today. After sending I called approx., 5 times and emailed about 4 or 5 for them to confirm they received the wired monies. They told me they hadnt receive it approx 5 hours after I sent. I send over the receipt from bank and they acknowledged payment around XXXX. I never heard from them again. Again XXXX XXXX I called BSI asking for XXXX and I sent an email as for the modification papers to be emailed. Per the representative I got on the call, XXXX told her to tell me they would send me something in the mail in 3 to 5 days. I also, emailed him and XXXX XXXX. XXXX replied stating my monthly payment is now {$3000.00} and some change, also that they postponed the sheriff sale for 30 days. So, basically they were tricking me into sending the {$5000.00}. and if I couldnt afford this new payment they came up with that was on me. The new payment went up overnight almost {$1000.00}. I asked how this happen thats not what they told me on the recorded line. Both of them told me my payment would be {$2100.00} for 12 months and it would increase e {$670.00} - {$820.00} for escrow. Ive tried for several years to get my mortgage back on track and have had to file Bankruptcy more than once because they take me to the day before a sheriff sale is scheduled and not answer phone calls or emails. Ive asked for a supervisor to call me back. Also, someone from the customer service department. I would like to have them investigated because this is predatory lending and BSI is purposely targeting me as an a XXXX XXXX women with a loan modification they did not tell me I would have. There are recorded calls that need to be investigated about the way they dealt with me. Of youre not able to assist please tell me who can. BSI needs to stop this behavior as it is known behavior for them, especially with XXXX XXXX mortgagees. Thank you, XXXX XXXX

Company response to consumer: Closed with explanation