Consumer complaint received 2019-12-10
Company: FCI Lender Services Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been a customer of XXXX XXXX since they were XXXX XXXX and then XXXX. I obtained my mortgage for my current residence from XXXX in XX/XX/XXXX. In XXXX of last year, I was the victim of a hit and run accident where I sustained XXXX and XXXX XXXX which led to my underemployment. This series of events caused me to fall behind on my mortgage payments. I contacted XXXX XXXX making them aware of my injuries sustained and requested a modification. I was denied the modification due to a lack of income. In XXXX of this year I informed XXXX XXXX of my new employment with XXXX XXXX/XXXX XXXX XXXX and they asked me to send the offer letter. During that same month I received a letter from XXXX XXXX XXXX XXXX V-D dated XX/XX/XXXX stating they were the new owners of my mortgage and that the new servicer was FCI lender services. I called XXXX XXXX and informed them that I received this letter. They did not acknowledge or deny the transfer, so I was not clear. I was informed to continue making my mortgage payments as usual. I forwarded the letter to an attorney for review who advised me to get documentation from XXXX XXXX because the letter looked shady. He instructed me to not make any payment to the new company without written verification from XXXX XXXX. I called XXXX XXXX again and was then informed that this was the case and that I would be receiving a letter from them shortly. 

In XXXX I received a letter from XXXX XXXX dated XX/XX/XXXX stating that on XXXX XXXX the servicing of my mortgage transferred from XXXX XXXX XXXX XXXX to XXXX XXXX , XXXX. This was in conflict with the information I received in XXXX. I submitted this correspondence to my attorney for review. The attorney sent a letter to XXXX XXXX asking for verification. In XXXX, I received a letter from XXXX XXXX dated XX/XX/XXXX stating they were my new servicer and it included a Fair Debt Collections Practices Act ( FDCPA ) Validation Notice with incorrect information. While awaiting response, I contacted XXXX XXXX to get the status of my loan modification that was in process at XXXX XXXX. I was informed not to worry about it and that XXXX XXXX transferred all of my mortgage documents over and they would continue from there and if they needed any additional documents, I would be contacted. I made multiple calls requesting a status update when I was not contacted. My last contact was abruptly interrupted because I was told that XXXX XXXX was transferring my mortgage as of XX/XX/XXXX. I told them that I have not received a letter and find it hard to believe that could happen so quickly. They said they would resend the notice and that all documents pertinent to the modification would be sent to the new servicer, FCI lender services. 
I contacted FCI lender services and spoke to account manager, XXXX XXXX, who informed me that my agent of the new Mortgagee Clause was XXXX XXXX XXXX XXXX V, XXXX. XXXX XXXX XXXX, MI XXXX. He also requested my declarations page for my existing home owners policy. I told him that the FDCPA was inaccurate and he stated that there were too many files sent over by XXXX XXXX for them to research so they were going by the last statement from XXXX XXXX. I asked him about my modification status. He stated that they may or may not offer a modification and that he would let me know what I needed to provide. I submitted the documents he requested and was offered a modification that increased my interest rate by over 2 % and included my silent mortgage together to increase my payment by 150 %. I asked how this was an attempt to modify the loan in an effort to keep me in my home? He stated that he doubts the company will put past due mortgage payments at the end of my mortgage and their standard modification rate is 6.5 %. I was sent this modification via email on XX/XX/XXXX with a deadline of XX/XX/XXXX to accept or reject the modification even though I objected to the missing payments. I asked why was I being asked to pay missing payments, that include my escrowed property taxes and insurance, and also be asked to pay that amount again in a separate amount which made my delinquent amount in excess of $ 5K. Mr. XXXX stated that because my homeowners insurance was renewed in XXXX, XXXX XXXX debited them the escrow amount. I told him that I would be paying twice, so he said that we will just take that off. 
On XX/XX/XXXX, I received a fedex with something that was labeled a modification, but resembled a refinance. I was contacted by XXXX XXXX at American mortgage who stated that they were sending the documents that needed to be signed, notarized and returned with a certified check or money order for the new mortgage amount to start on XX/XX/XXXX. I was instructed to have that completed by XX/XX/XXXX and also no later than XX/XX/XXXX because of the holiday. Mr. XXXX asked me to pay something to make it look good when I ask for the modification. All documents were sent to my attorney for review at which time they sent a Notice of Error to XXXX XXXX. Today I had an appointment with XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX , XXXX to assist and advice me regarding this matter. The counselor, XXXX XXXX, contacted XXXX XXXX to request a reconciliation of the past due amount and better modification terms. Mr. XXXX sent over the response to the notice of error in an email that included past payments to XXXX XXXX that end in XX/XX/XXXX. It also included a notice from my home owners insurer, XXXX XXXX stating that my premium has not been paid. 
I have had to reach out to numerous resources to combat the unethical and fraudulent practices of XXXX XXXX and the registered investment adviser, XXXX XXXX. I am extremely concerned that this method of quick and multiple transfers of my delinquent mortgage is an attempt to capitalize on the delay and confusion to illegally foreclose on my single family residence. This entire ordeal has not been resolved and I have numerous complaints regarding all of the above mentioned servicers. It is virtually impossible for the average home owner to fight against a nationwide bank the size of XXXX XXXX and an XXXX with assets in excess of {$150.00} XXXX. Especially when it appears that there exist registered investment companies acting as mortgage services with only one purpose : to exploit any delays of information during a mortgage transfer giving them the opportunity to foreclose on delinquent property while the home owner disputes that amount that his delinquent.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation