Consumer complaint received 2015-09-09
Company: Servis One, Inc., Titusville, PA Branch
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
For the past 15 months we have attempted to work with Servis One , Inc. dba BSI Financial Services ( " BSI '' ) in applying for a HAMP Modification loan originally filing paperwork with BSI in XXXX with changes that were suggested/requested by our BSI Representative ( " Rep '' ), and re-submitting the new paperwork XX/XX/XXXX, via email. In XXXX we notified BSI via phone to a new representative of an increase in income and sent requested payroll stubs on Borrower 's spouse to BSI Rep via email and received confirmation of receipt & that the info would be forwarded to BSI Underwriting. In XXXX we learned the underwriting department had not approved our requested HAMP modification based on our income. Through research we learned this was based on the old income information & not the updated info sent in XX/XX/XXXX. We resent the new payroll stubs from XXXX in XX/XX/XXXX to another BSI Rep. We kept in contact with this BSI Rep via email. In XXXX received confirmation via email of approval of HAMP modification & that info would be forth coming. Kept in contact with BSI Rep via email & phone through XXXX & XX/XX/XXXX requesting Good Faith Statement & Trial Modification Payment information multiple times. On XX/XX/XXXX, received the following email from BSI Representative, " Thanks for your email. The HAMP Trial modification letter has still not been completed and sent to you. I will let you know when the underwriting department has finished that document and mailed it out to you ... '' Than on XX/XX/XXXX received a voice mail from a BSI Rep who I contacted the next day to be informed that a denial letter was sent to us the week of XX/XX/XXXX via mail and what were we going to do. We had not received this document. This XXXX BSI Rep than sent via email the following message, " ... I have some bad news, you have been denied for a modification. It appears that all trial payments were made but upon re-evaluation ( HAMP requirement ) you are out of income compliance based on the program. '' Big concern at this point is we never received the Modification Trial Payment documents & we never made any trial modification payments to BSI. This is also the XXXX email communication that indicates we were approved for HAMP modification but we never received paperwork. I than email to this BSI Rep the emails we had received previously of confirming approval by BSI of the HAMP Modification and the Rep says he will forward to BSI Underwriting Department and get back to us. On XX/XX/XXXX, we received via email official notice from XXXX a letter of denial to the XXXX XXXX XXXX and given 30 days notice to appeal. In this letter the appeal deadline is dated XX/XX/XXXX, which is the date of the letter. I immediately replied via email to the XXXX BSI Rep stating we have 30-days to appeal & need a new denial letter from BSI indicating the correct appeal time frame & due date. We received via email a corrected BSI denial letter dated XX/XX/XXXX, & I replied to the BSI representative indicating we would be appealing. On XX/XX/XXXX via overnight courier & email sent appeal letter to BSI & received confirmation from XXXX and via email from BSI that they received the appeal letter & forwarded letter and attachments to their Underwriting department and that they had 30 days to respond. Via email on XX/XX/XXXX BSI was informed that Borrower 's spouse accepted a new position with a large increase in pay effective XX/XX/XXXX and would provide new paystub as soon as received. On XX/XX/XXXX, new paystub reflecting increase in income was emailed to BSI and we received confirmation of receipt and that the information was being forwarded to BSI Underwriting Department. Now, XX/XX/XXXX - no response.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation