Consumer complaint received 2016-06-24
Company: Servis One, Inc., Titusville, PA Branch
State: DC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
This complaint is against BSI Financial. I applied for a mortgage loan modification in XXXX XXXX, XXXX XXXX and appealed the second denial on XXXX XXXX, XXXX that took more than 9 months to be reviewed. I inquired weekly to confirm my application was complete, however, BSI failed to communicate efficiently, despite numerous emails and phone calls to my fifth contact person inquiring if there was any additional information needed to complete the loan application I received no response nor returned phone calls. This was a very difficult time due to being behind on my mortgage. I attempted to inform my customer service representative my financial situation [ i.e., income ] had improved since the initial application. I finally received a denial letter, however, it did not provide sufficient information regarding why my modification request was denied. I appealed this decision and never received a response to my appeal. I was advised to reapply and provide updated financial information. I reapplied for a loan modification in XXXX XXXX, and the BSI contact was very rude and told me that I would be denied and it was n't worth refiling and from the original application BSI had collected my gross income incorrectly and stating I made more than what I originally make so this time along with a consumer advocate. All the documents were submitted at once to circumvent any delayed delivery. My consumer advocate called several times and left messages inquiring about the status of my new request and no phone calls were returned. Today, I called XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, and so on ] and requested that I speak with my BSI customer service representative. Finally the representative came to the phone but opted to call me back. Her first statements were a disclosure indicating that the call was being recorded. I asked specific questions regarding why my original request for modification was denied. The representative was unable to provide any detailed information, despite having my customer advocate and me on the phone for over 40 minutes. My specific request was for the amount of debt that was reported in the initial application and the amount of reported and verified income. I wanted to understand WHY my initial application was denied. When I reminded the representative that I wanted these responses a part of the recording, she quickly ended the call. My complaint is specifically related to the following : 1 ) lack of timely communication ; 2 ) failure to respond to my request for a qualified written response as outlined in my appeal ; 3 ) receipt of a demand letter during an active modification application process. I have the name of the specific customer service representative ( s ) who rudely ended the call. I never indicated that I was recording the call. The representative did. I am gainfully employed with sufficient income to pay a reasonable monthly mortgage. BSI has started the foreclosure proceedings 15 days after my last modification application was denied due to insufficient income, and we have been trying to contact them on the status of my latest situation on my home, and my consumer advocate has been calling and the latest representative from BSI has never responded on the status of my situation until. Playing phone tag. 1 ) I was just served with court summons and paperwork of my home presale/foreclosure, 2 ) the paperwork I received I 've noticed an application I 've never seen from my previous servicer XXXX, 3 ) there were documents with my signature was forged. I believe this matter needs investigation from the CFPB to ensure my rights are not being violated.

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