Consumer complaint received 2017-07-25
Company: Quality Loan Service Corporation
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXXI refinanced my home to make some home improvements and pay off some bills. At that time houses in California were at the top of their market and mine appraised for more than it ever had, and more than it has ever since. I was approved to take a large amount of cash out. I had a good job and thought it was a great thing. For several years I was struggling to make the {$1900.00} payments. In XX/XX/XXXXmy doctor took me off work for medical reasons, I had a savings so I continued to make the payments but called XXXX XXXX continuously throughout XX/XX/XXXX and XX/XX/XXXX to keep them up to date as to what was going on, and that soon I would not be able to keep up these payments. At the end of XX/XX/XXXX XXXX XXXX told me I needed to be behind on payments 3 months before they could help me. I let my payments fall behind so I could get help before it was too late, and in XX/XX/XXXX I started the modification process. In XX/XX/XXXX, my father XXXX XXXX and I moved my mother in with me to take care of her. She suffers from advanced XXXX and needed full time care. Taking care of her was a full time job and more. In XX/XX/XXXX, I was finally offered a modification by XXXX XXXX and I took it, I paid {$9000.00} in back payments and XXXX XXXX ONLY lowered my monthly payment by {$100.00}. I was shocked! I went back to XXXX XXXX and told them that this reduction was not enough for me to be able to keep up my payments and they told me it was too late as the paperwork was filed, then they stated that I could reapply for a new modification all over again if I needed another reduction. Which, I did. I knew this was going to be a huge struggle. The run around started all over again. Sending paperwork, them losing paperwork, me re-sending paperwork, just a constant back and forth. In XX/XX/XXXXI heard about Keep Your Home California and decided to ask for help. During the next 5 years to present date, I have applied to Keep Your Home California and XXXX XXXX at least 5 times to gain approval of one of their programs to help me keep my home, only to continuously send paperwork, them lose paperwork, round and round again. Reps would tell me what they needed from me to get a modification, I would send it to them, over and over, only to get turned down each time by XXXX XXXX for some other document they needed or was missing ( which I was never contacted for additional documents prior to denial ) Complete run around. Every couple months XXXX XXXX would request more information and give more reasons why it was taking so long. They would get my hopes up by telling me that was a good sign. In the meantime, my home had suffered a great loss in value, as all had, in the years since XX/XX/XXXX. I have spent hundreds of hours on phone calls, gathering documents, writing hardship letters, faxing paperwork, and sending emails to save my home. To no avail. They kept telling me not to send payments in order to get the modification approved. After all the run-around XXXX XXXX has put me through, the heartache and lost hope, my home went in to the foreclosure process, and now has an auction date of XX/XX/XXXX. As many times as I have tried, and tried, and tried, and have been denied, I have never given up because I truly believe there is a program to help me, I just havent found it yet. I have written many letters and each time I told my story, I went into great detail of how I lived my life, what I was losing, and how devastated I was. This time I will just say, I have had a true hardship, and am at the end of that hardship, so if I am given the chance to keep my home, it would be such a blessing! My last denial from XXXX XXXX was XX/XX/XXXX for my income was too low and my income has increased since then. I am paid a fair wage, I just dont have the full time hours yet, but I have been given more hours at work, and will work into full time in the next year, I have two tenants who pay rent, and I am a XXXX for a friend of the family. Keep Your Home California denied me because I filed an application with them too many days after my Default on the home was filed. All these requirements that everyone has, I dont find out until all the paperwork has been turned in, and many days have gone by. There are so many hardships in the past years on my part why I have not paid for so long, but why did XXXX XXXX let my account sit for so long when they knew I desperately needed help? I asked them for help long before I could not pay, because I saw it coming. Then to send an insulting NOI stating they have tried to contact me without success and I have never been in contact with them to get my financials. Plain insult. My house is a 35 year old modular sitting on a permanent foundation with XXXX acres, but in the county I live in, I estimate the value at {$170000.00} to {$200000.00} My income was reduced drastically over the last 6 years, that is why I contacted my bank for help, and one of the reasons I have fallen behind on my payments, and, the reason I have applied so many times for help. I also believe the value of the home is also in question. The appraisal in which this loan was based was back in XX/XX/XXXX and has reduced since then. Home value in this area has reduced tremendously in the last 10 years. I received a letter from XXXX XXXX, during the application approval process, that there would be an appraisal of the home. They never came to appraise the home or gave me a report. I believe the appraisal never happened because of the reduced home values in my area. Not really sure because every time I call XXXX XXXX I get a different rep or different answer.. What I am looking for is relief from the high mortgage payment and to place the past due amount to the back of my loan, if that is possible. I am willing to pay my debt and keep the loan, I am only asking for a reduction in the payment or loan amount to make an affordable payment. I have spent the last 30 years here and would love to spend my next 30 years here as well. I am asking for a chance, a chance to keep my home, a chance to stay in the area my children grew up in and still reside as adults, a chance to be near my mom who is still suffering from XXXX and is in a local XXXX XXXX, a chance to keep my job that is in this area. All of this will not be possible if I lose my home, as this is a small rural community and good rentals, and good jobs are hard to come by. I will have to move away from everything I have built here in the 30 years I have lived here. Please, if there is any way we can work together to make this happen, I would sincerely appreciate any help you can offer. My house is scheduled for auction sale on XX/XX/XXXX. PLEASE HELP, I JUST LEARNED ABOUT YOU YESTERDAY. I also learned my Trustee was sued by the state of Washington for inappropriate foreclosure procedures. I need HELP. I feel XXXX XXXX XXXX XXXX. ( XXXX XXXX XXXX, XXXX XXXX, CA XXXX and the Trustee ( Quality Loan Service Corp ) unfairly handled my account because it is a FHA loan and the modification was NEVER thoroughly reviewed, considered, approved, or worked with Keep Your Home California. This account was completed neglected and handled very unprofessionally. Please advise. Thank you in advance I am scared and devastated.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation