Consumer complaint received 2015-09-21
Company: Altisource Portfolio Solutions, S.à r.l.
State: NM
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My home loan is serviced through XXXX. On Friday XXXX XXXX, 2015, XXXX contracted with Altisource Property Preservation and Inspection, who operate in XXXX New Mexico, to break into my home. 

At approximately XXXX MST on Friday XXXX XXXX, 2015, I was contacted by my children who advised me that someone had changed the door knob on our front door and had left a notice advising they had entered our home and found it occupied. My children were rightfully frightened. Both my husband and I had to rush home, myself having to leave work early, to determine what had happened. 

Upon arriving home, we discovered that someone had drilled a hole into our existing door handle to " shatter '' the lock. They left our door knob lying on our porch. They placed a different door knob on our door and actually placed it on backwards to where the turn lock was facing outward and the keyhole lock was facing inward, rendering it pointless as anyone could then just turn the lock and walk into my home. My children had to wait in an unsecured home because of the company. 

My husband called the number on the notice left by Altisource ( XXXX option XXXX ) and was advised that XXXX had contracted them to break into our home as it was a vacant property. When my husband told them that the property was certainly not vacant, they advised that they would make a note within their system to not come back to our home as it was occupied. 

I would like to call attention to the fact that our door knob to which we have keys was destroyed by the company contracted to break into our home and we were left with a door knob to which we do not have keys for and we have no idea of who may possibly have the keys. Please understand the serious concerns we are experiencing with the knowledge that someone from that company, or even someone outside of that company ( if the keys have changed hands ), has keys to a door in our home. 

With that said, I want to be clear that while we recognize that we have been behind in payments, to our knowledge our home has not been foreclosed on, we have not been to any mediations or court hearings regarding our property, we have not received any legal court orders notifying that we must vacate the premises, nor received any court orders citing the right to enter into our home while we still occupy it. 

While it does not appear that anything was taken from our home, there is indication that the contracted company did walk through our home as we had recently painted a room upstairs and the company took the painters tape left in my daughter 's room and actually used the tape to secure their notice to our door and the left the tape along with our damaged door knob on our porch. 

There are many serious concerns resulting from the action XXXX and Altisource has taken that I will list even if some are reiterations from above. 1 ) We have received no legal notifications that gives the right to enter into our home 2 ) Despite # 1, the contracted company did enter into our home 3 ) Our children were put at risk by the company 's decision to have someone enter into our home which resulted in an unsecure door 4 ) I had to leave work early to rush home due to our home being broken into 5 ) The company walked through our home looking at our personal belongings and property 6 ) We were left with a door lock that we do not have keys to 7 ) We have no way of knowing who has keys to this unauthorized changed lock 8 ) We have been left with the expense of replacing the lock 9 ) How can we be assured of the legitimacy of this contracted company and how are we to feel confident that they may not return at a later date to burglarize our home? 10 ) How are we to know that XXXX will not contract with a company in the future to break into our home? 11 ) There were no efforts made to address or resolve our concerns by either company.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief