Consumer complaint received 2015-07-07
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Beginning XXXX 2014, my income was reduced and I began having difficultypaying my mortgage. I applied for Loss Mitigation to try and reduce my monthlymortgage, however in XXXX months time, HSBC never reviewed the requireddocuments. They kept writing me saying the documents were old, and I had tosend more recent ones. When I did send more recent ones, they were neverreviewed in the time frame needed, and they kept asking me to provide morerecent documents XXXX bank statements XXXX. I worked with a mortgage specialist there, XXXX XXXX, who made sure I faxed the needed documents in time. He confirmed each times that he received my documents in time, and that I would hear from them with an answer in XXXX days. This happened at least XXXX times since XXXX 2014, but my application/documents were never reviewed, and I kept gettingletters from HSBC, saying my documents were old and I had to send more. At thispoint, my entire mortgage is now due, and my mortgage account has gone to theattorneys for foreclosure. I really needed help from HSBC with loss mitigation, however it seems they really are n't trying to help the customer with lossmitigation applications. It 's also often VERY difficult to reach the mortgagespecialist assigned to you, which also can delay the process. It 's unfair nowwhat has happened to me as a result - I waited at least 4-5 months sending themrequired documents on time, and they never even reviewed them. Now I stand tolose my home. Something 's drastically wrong as they make a commitment to helpcustomers, but they do n't hold up their end. Can someone make them keep theircommitment to help me? 

After the Florida Atty. General investigation, I received a response from the Vice-President of Customer Disputes, XXXX XXXX XXXX. However, her information given was certainly NOT parallel with the information I received from XXXX XXXX, the Mortgage Specialist, nor his supervisor XXXX. 

XXXX XXXX Office XXXX Customer Disputes XXXX stated the reason why my loan applications were denied, were the following:1. My bank statements had a " third party '' name XXXX joint account with my husband ). 
2. I submitted bank statements from XXXX different banks XXXX which I use all actively ). 
3. I did not submit my prior years tax return ( I was never asked for this item ). 

These XXXX apparently required items ( above ) for the application were NEVER communicated to me by XXXX XXXX communicated to me by XXXX XXXX XXXX XXXX Mortgage Specialist ). XXXX XXXX viewed the documents I submitted, and communicated that I would receive an answer within 2 weeks. He communicated this to me each time I submitted further documents XXXX several times XXXX. He NEVER mentioned the XXXX items noted above. if I 'd known these items were required, I would have made the necessary adjustments much earlier, and had a better opportunity to finally complete my application. However, the only information I repeatedly received from XXXX XXXX, was the the documents were no longer recent, and I needed to re-submit recent documents, which I did several times in a timely fashion ( XXXX XXXX confirming the receipt of my documents in the given time frame with each submission ). 

I ca n't help but ask, where and when did these apparently new requirements emerge? And why was I never informed? Were these merely presented in response to the Attorney General 's Investigation into my complaint? Why was I never informed of these requirements, or given full disclosure as required by law? Or have my rights to full disclosure been violated? Hence, seeing this pattern continued for months, and not being given the proper information XXXX the XXXX items numbered above ), my mortgage account is now completely delinquent, and will be dated for foreclosure soon. I 've done everything in my power to bring attention to this matter, in making a much needed application for loss mitigation.

Company response to consumer: Closed with explanation