Consumer complaint received 2015-06-01
Company: LENDER LIVE
State: AZ
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We have been trying to resolve an issue with the mortgage company, by using the XXXX in XXXX where our mortgage loan was transferred to. We received a welcome letter XXXX XXXX, 2015 only after we requested it through the XXXX, The welcome letter and now a letter from XXXX XXXX, 2015 threatening foreclosure are the only written correspondence received since the company took over our mortgage. During our correspondence with the company through the XXXX we have requested a statement as to where the XXXX payments we sent went and we requested a mortgage statement, we have not received any information on this. 

XXXX COMPLAINT : XXXX XXXX, 2015 : New Mortgage Company is supposed to provide a welcome letter to the payee ; they have not after repeated attempts asking. If I am given an e-mail to send the form itself I can do that too. This company took over our mortgage in XXXX 2015 and I e-mailed them and requested information from their company. I received an e-mail back stating I would be sent the information I needed for their company. It 's now XXXX XXXX, 2015 and I still have not received a welcome letter or ANY mailed correspondence from this company at all. I do n't know any of the information I need to know from this company other than I was told they hold my mortgage. They should do what the law requires and send us a letter regarding their company, policies, etc. XXXX XXXX RECEIVE BUSINESS RESPONSE : This letter is in response to the complaint you submitted to the XXXX which LenderLive Network , Inc. ( " LenderLive '' ) received on XXXX/XXXX/2015. We have reviewed your complaint and believe that we have resolved your concerns as outlined below. Your loan was transferred to LenderLive from the prior servicer on XXXX/XXXX/2015. Upon the transfer your loan was listed as discharged. Our welcome letter process excluded any loan indicating that status. This is the reason you did not receive a welcome letter. We duly apologize for any inconvenience or frustration the above referenced issues may have caused you. We at LenderLive expect to provide our borrowers with superior customer service and apologize that your experience did not hold up to that expectation. We have sent a detailed letter along with a welcome letter directly to your attention. Forward Business response to Consumer XXXX/XXXX/2015, XXXX REVIEWS CONSUMER REBUTTAL TO BUSINESS RESPONSE : ( The consumer indicated he/she DID NOT accept the response from the business. ) I will consider it resolved when I actually do receive the welcome letter, as I was promised a letter before. I need to know where my XXXX XXXX payments have gone. I want to ensure they have been properly credited to my mortgage as I have not received any statements on any of them. XXXX/XXXX/2015 EMAILForward Consumer Rebuttal to Business XXXX/XXXX/2015 WEB XXXX RECEIVED BUSINESS ' REBUTTAL RESPONSE : Per your request, LenderLive has reviewed your payment history. Based on that review we found the following : LenderLive received XXXX payments from you. We have also completed research with your prior servicer 's payment history. Their Payment history reflected that you made XXXX payment with them. A detailed letter with copies of each payment history will be sent to your attention. We duly apologize for any inconvenience or frustration the above referenced issues may have caused you. We at LenderLive expect to provide our borrowers with superior customer service and apologize that your experience did not hold up to that expectation. ***There is more to this complaint but it wo n't fit in your form. 

XXXX # XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX, XXXX XXXX XXXX XXXXXXXXXXXX Info : Lender Live Network ; XXXX. XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief