Consumer complaint received 2016-04-05
Company: LENDER LIVE
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Last year, our mortgage company ( XXXX XXXX, XXXX ) was sold to a new company ( Lender Live Network ). Since then, we have had a number of issues. We recently have undergone a bit of financial hardship, and we have attempted a number of times to setup repayment plans through LenderLive. Throughout this time, I have had no access online to see details around my account, including any fees charged, amount due, contracts or confirmations to these plans, etc. Everything had to be handled by phone. At first, I trusted that this would be sufficient. However, after allegedly not receiving our first payment or the signed form for the payment plan, my home was put into foreclosure. I was later sent back the personal check that was sent in and informed that it needed to be a cashier 's check for the first payment. Although this did not align with what I was informed, it still seemed a reasonable explanation. I had to agree to fees to pull my mortgage out of foreclosure. This process would take 24 hours is what I was told. It took over a week. The fees were not waived and nothing was done for this. No one communicated with me in this time, and since I do not have access to my account, I had to call every day to get an update. No one ever had an explanation other than to call again the next day. Finally, this was completed and a repayment plan was setup again. I was told I would be sent back the other check they had received from my previous repayment plan which I could in turn send back toward my new one. They never sent it back, they actually deposited it. This is yet another time what they told me over the phone conflicted with their actions. Since then, I sent in XXXX additional checks toward my mortgage. Last week, I received notice my home was going into a Sheriff 's Sale. I called immediately and was informed they have n't received payment since XX/XX/XXXX. I explained this was false, and even have a copy of the check that was deposited into their account that they claimed they would be sending back. They told me to send me all of the check numbers, amounts and dates and that they would submit them to " Payment Research ''. Since I have received so much conflicting information over the phone, I sent them an email via the form on their website requesting all communication be through email going forward, so that I would have documentation of what I was being told. I also faxed in copies of the XXXX checks that have been sent to them since XX/XX/XXXX, including the one that they already had deposited in XX/XX/XXXX. I requested that my mortgage be pulled from foreclosure, that I receive either access to my online account or a statement showing activity to my account, and that any fees be reversed due to the disorganization of their company, because I find it hard to believe that XXXX checks got lost in the mail, and they will not allow me to pay via any other method. I did not receive a response. Today I sent them a follow up with the same requests, saying that if I again do not receive a response, I will have to involve an attorney so that my home does not go into foreclosure due to their disorganization and refusal to communicate or work with me.

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