Consumer complaint received 2016-04-07
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have had my loan with HSBC mortgage services for over 12 years and I was laid off from my job on XXXX/XXXX/XXXX. I have since fallen almost 2 months behind with my mortgage and have requested a modification from them. However, they have denied me, claiming that my home has no value. I was assigned to a mortgage service specialist ( XXXX XXXX ) whom I expressed my concern to about my mortgage being increased and also that I had requested modification and wanted to know what the status was. She explained the reason for the increase stating that my escrow had a shortage of {$2500.00} and that my mortgage was increasing from {$1200.00} to {$1400.00}, which I 'm still confused about. She also told me that when I called in for assistance in XX/XX/XXXX the representative that spoke with me advised me to send in my letter of unemployment but I did not respond to their request. I told her I was not asked to send in any information and I had only found out about it that very day that she was talking to me. She still insisted that I was informed. The specialist who was obviously aggravated with me continued to accuse me wrongfully so I asked her to play back the recording of the conversation that I originally had with the first representative when I called in to advise them of my dilemma. Realizing that I was not backing down from her lies and that I was going to prove her wrong, she paused and then apologized to me for the " miscommunication ''. I knew from then that I was going to have some difficult times ahead with her as a specialist and the only way to prove my innocence from there on was to record all my conversations with her, ( which I have in my possession ). She also advised me that I could get in contact with HUD. I called XXXX ( HUD ) who are trying to assist me. I called my mortgage service specialist on XX/XX/XXXX to advise her that I was meeting with a HUD representative on XX/XX/XXXX ( which was the following day ). She immediately advised me that I needed to let HUD know that I was already denied a modification so I would n't be considered for it again and gave me two extra days to advise her of what I wanted to do. On XX/XX/XXXX I called her back to advice that XXXX was now a third party representing me and she once again reminded me that I would not be considered for modification. The only thing HSBC is willing to offer me is a payment arrangement, Title-in-lieu, or short sale which is not an option for me right now. I am not willing to give up my house so easily. XXXX has faxed in all the necessary people paperwork and all the information that HSBC has asked of me. 
HSBC contacted my sister in Florida on XXXX/XXXX/XXXX ( the same day that I spoke with XXXX XXXX looking for me or my ex-husband ( who by the way is no longer on my deed ). I am clueless as to how they got her number and why they would even reach out to my family member when I have been in contact with them and have also given them information of my third party representative ( NID ). That same day that they contacted my sister, a HSBC representative ( XXXX ) also called me. Is this their way of trying to embarrass and frustrate me to get me out of my home? I have proof of the phone call to my sister if needed and I also have a recording of XXXX 's call. I would appreciate any assistance that I can be given as I feel like I 'm fighting a losing battle. They have my cell phone number which is my only form of contact. I have never dodged any of their calls so for them to go out of their way to get my sister involved is very hurtful to me. HSBC 's customer service is very poor and it seems like their staff are all trained to be mean to their customers which makes me a very dissatisfied customer. I have taped all my conversations with them and have proof of it if needed. I do not trust them at all. Thanks in advance!

Company response to consumer: Closed with explanation