Consumer complaint received 2016-10-28
Company: FRANKLIN AMERICAN MORTGAGE CO.
State: TN
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I submitted my documents for the SHORT SALE approval on XXXX XXXX, 2016 to my Mortgage Company. With supplemental documents submitted as requested up until XXXX XXXX, 2016. On XXXX XXXX, 2016, a week after initially sending in the requested documents I was asked to provide a copy of my XXXX with EXPIRATION DATE. This document was not listed in the SHORT SALE CHECK LIST/DEED IN-LIEU list provided, nor was this document ever mentioned as being needed until XXXX XXXX, 2016. This document was faxed into the Mortgage XXXX on XXXX XXXX, 2016. On XXXX XXXX, 2016 the first offer expired after we secured a 10 day extension, and a second offer was received to purchase the property was faxed to the Mortgage Company on XXXX XXXX, 2016. The final document, a HUD1 statement was faxed to the Mortgage Company on XXXX XXXX, 2016. Each time I call into my Mortgage Company, which has been daily and sometimes twice a day I am told something different about the process. When calling yesterday I was told that their loss mitigation department would forward the file to their Underwriting Department, but they could not tell me when this would be done. My Mortgage company has all the documents now they have requested, as of XXXX XXXX, 2016, and I feel they are delaying the process intentionally and have misrepresented themselves on multiple occasions. I have demonstrated above that they asked me for a document that was not included in the list they provided me in the mail more than a week after I submitted the initial documents. I was told yesterday my Employee Id # XXXX that their Underwriting DEPARTMENT would take 30 days from the date they receive the package to make a decision, but they ca n't tell me if the package was even sent or received by their Underwriting Department. I have been working diligently to complete the SHORT SALE with my Mortgage company and I feel my mortgage company owes their customers the same GOOD FAITH and FAIR DEALING. My Mortgage Company 's delay in notifying me of the requirement for my XXXX has DELAYED the process by one week and they SHOULD BE RESPONSIBLE for the delay and take accountability for their failure to communicate timely with me, their customer. If a REALTOR 'S license is required for all SHORT SALE packages it SHOULD BE LISTED in the INITIAL package that is sent to the CONSUMER on the SHORT SALE CHECKLIST. I feel that my MORTGAGE COMPANY asking for this document is discriminatory in nature and a tactic to further delay the processing of the SHORT SALE on their end. My second complaint has to do with their customer service. On XXXX XXXX, 2016 I called at XXXX XXXX, XXXX EST and spoke with a LOAN COUNSELOR and asked that if they do need to call me that they leave me a voice mail. Since starting the SHORT SALE process with my mortgage company on XXXX XXXX, 2016 I am going to recap all of the phone calls I have received from their office : XXXX XXXX, 2016 at XXXX, XXXX CST I received a phone call from XXXX, I promptly answered the phone after one ring and identified myself, a female said hello and hung up the phone. On XXXX XXXX, 2016 at XXXX CST, XXXX EST I received a call from XXXX - The representative that called from your office allowed the line to ring for a total of 7 seconds and did not wait for me to answer. On XXXX XXXX, 2016 at XXXX CST, XXXX EST I received a call from XXXX The representative that called from your office allowed the line to ring for a total of 11 seconds and hung up, did not allow me time to answer, nor was there any attempted to leave a voice mail. On XXXX XXXX, 2016 at XXXX CST, XXXX EST SAME as above.On XXXX XXXX, 2016 at XXXX CST, XXXX EST another call from your office. I feel that my mortgage company is acting in bad faith, discriminating, and they are intentionally delaying the process.

Company response to consumer: Closed with explanation