Consumer complaint received 2017-07-17
Company: Servis One, Inc., Titusville, PA Branch
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
RE. XXXX XXXX I spoke with you this morning about a letter that I received. You assured me that you would email me the appropriate paperwork today to help me deal with my hardship. I confirmed my email address with you twice at that time. You assured me that you would send me the paperwork that I needed to fill out today. Well, I checked the time on this email XXXX XXXX. I still have not received the email.
You hung up the phone on me before and I spoke with your supervisor after that. I agreed that we had our agree to disagree issues about my mothers estate. Which by the way I agreed with your supervisor to give you a second chance. Again, I told you what the probate court ruled. The probate court ordered and the county taxes list this address XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Fl. XXXX  under my name as per the probate court order. You disagreed with me again and stated that the property of the above mentioned address was listed under the Estate of XXXX XXXX XXXX, my mother that passed away. I contacted the XXXX County Tax office today as you advised me too, and they confirmed what you advised me, that the property taxes were owed for XXXX and they also advised me that the XXXX property taxes were also owed. Obviously, you or BSI was not aware of that.
My mother passed away ion XX/XX/XXXX, I contacted BSI and advised them of the situation onXX/XX/XXXX the next morning. At the time of my mothers death, I had no idea of how far behind she was in her mortgage payments. She was very private and I respected that as her XXXX XXXX  and XXXX XXXX. I advised the representative of BSI that according to Florida state law i.e. Lady Bug Law that I was the XXXX XXXX I had a right to file for probate of her property and retain the residence as long as I paid the mortgage. I had opened her mail after she passed and seen that she was behind in the mortgage payments. I tried to make up payments at that time and was advised by the representative, that I was not authorized to make a payment, because I was not listed on the Deed at the time of her death. The representative that I spoke with advised me what I needed to send BSI, my mothers death certificate. When I received my mothers death certificate, I scanned it and sent it to BSI. At which time I received a letter that that a accelerated foreclose was proceeded.
I did that and had paid thousand 's to BSI ( approx.. {$4500.00} to BSI, plus {$2700.00} for attorney fees ) to get the loan as close to current as possible at that time. Only after BSI received my mothers death certificate and a certified letter from the probate attorney. By that time ( approx. 4 weeks ) the mortgage fell further delinquent.
A few months later, I myself, had a hardship of my own at that time, XXXX XXXX, which I advised you of. The hardship was discussed about the loss of my mother, my health and you stated that you would talk to the investor and request a 2 month extension on the mortgage, plus that I would have to pay the added interest at the end of the mortgage. We made an agreement for a ACH payments of {$1000.00} for the first of the following month and continue on the first of each month, unless it was a weekend or holiday, then it would be processed on the next business day. You stated that you would contact the investor and attempt to make the arrangement. You contacted me back via phone and advised me that the investor agreed to the extension. On the first of the following month, BSI made a {$2300.00} ACH withdrawal from my checking account. That was not the ACH agreement. I contacted BSI and was transferred to you again, I advised you that the bank was processing the ACH payment for the {$2300.00}. I could n't afford that amount and I signed an email agreement for the {$1000.00} and was recorded by phone for the ACH amount of {$1000.00}. I requested you to address that problem and you advised me that you could not change or stop the {$2300.00} ACH draft. So, I contacted my bank and advised them of the issue and requested that the payment and any other further ACH from BSI be stopped. I advised the bank representative of the ACH agreement with BSI. The {$2300.00} payment was stopped and any further ACH drafts from BSI, until all issues had been corrected. That is what happened to ACH payments.
Before the end of the 2 months time extension. I received a letter from BSI advising me that there was a escrow shortage of approx. {$1600.00}. At witch time I contacted you via phone ( advised me that the call was an attempt to collect a debit and the call was being recorded unless I was claiming bankruptcy ) and advised you, that the online statement on@XXXX, did not match the paper mail statement from BSI. That is when we I explained to you that I was a XXXX XXXX veteran and a retired XXXX XXXX and that I was having to deal with my XXXX  again. I would look in a VA loan. At which time we disagreed on a previous statement that you made to me as stated above in this letter and hung the phone up on me. I contacted BSI and requested to speak with your supervisor at that time and I did as I stated above. So here we are and the next thing I know, I receive a check from BSI for {$120.00} escrow overage. I called you to confirm that this is a real check and a true statement and you did. I questioned you about the {$300.00} flood insurance fee that I now had to pay and had been paying for a few moths at that time. You advised me that I lived in a flood zone, I understood that and again you told me that BSI had no proof that the property had the property had the required flood insurance. I questioned you about that and asked why is this an issue now and not before the probate court had made its decision. Again you advised me that it was required by the investor. I contacted the condo association about the flood insurance issue. The condo association secretary/treasurer advised me that the flood insurance was already included in the monthly association fee and always was. She requested the information where to send BSI the paperwork to show proof of the flood insurance that was always on the property.
Today, you advised me about other issues with my mothers mortgage. I was never told any of these issues and assumed that all was worked out. Nothing has changed or has been updated. With all do respect, I have lost all respect in you and and have no trust or believe in your statements or believe in any of or responses. I have saved all the documentation just for this reason. I will no longer deal with you XXXX XXXX. I have also forward this letter and documentation to your supervisor. And also requested a new agent. I am contacting CFPB and am going to file a complaint with them and provide all information and documentation. And this will be a reflection of BSI and on you. As a veteran and civil servant since I was XXXX, I never expected this would happen.

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