Consumer complaint received 2018-04-13
Company: Statebridge Company
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I became past due late last year due to becoming XXXX XXXX. I tried getting assistance through my servicer which is Statebridge however the agents there are so rude over the phone and bully you off the phone whenever you call to speak with them. It's more than one agent that is like this. They act as if they don't have to follow any rules or laws and they are very discriminatory towards anyone who needs assistance. No matter how many times I tried applying for mortgage assistance this company would find a reason to not review my case and the stress has taken a toll on me so I have a 3rd party assisting me at this point. The third party submitted an assistance package on XX/XX/XXXX through the main email for Statebridge and also directly to the agent they said was handling the case who is XXXX XXXX. On the same day we got a confirmation email that the documents were received. We have attached that email for your review. On XX/XX/XXXX the 3rd party called the lender and spoke with XXXX who stated that they have all the documents but have not reviewed them yet. On XX/XX/XXXX, the 3rd party called again to check status and spoke with an agent named XXXX. XXXX was super rude and would not let anyone speak. She acted as if there was never a package submitted and when she was advised that we already have confirmation of the package received in writing she got very defensive and was condescending. She was asked for her manager and she stated there is no manager there. She then said that XXXX XXXX was no longer there and to resubmit the file to the new agent handling the case to XXXX. We told her that they already have the documents and she said oh well, we have to send them again and that the agent was on vacation so we would have to wait for an update. We did email the package to the email given on this same day. Today, XX/XX/XXXX we called again for an update. We spoke to XXXX, who again had no clue what was going on she said she would transfer us to XXXX and asked if we ever talked to them and we said no, we have never had any communication. After being on hold for a very long time XXXX XXXX gets on the phone. This is the person we were told no longer is there or handling the case earlier in the month. XXXX is immediately being rude and states that our agent is busy and she can not read his mind to give us an update. When asked to read the notes on the file, she says that there are no notes. She was being rude and snarky and would cut us off anytime we said a word. So we advised her that we will be filing a CFPB complaint and hung up on her. She then proceeds to email us that the file was sent to the investor for the 6 month deferral plan which we did not apply for but a modification and states that we are not allowed to call the company anymore because she put a warning on the file to not talk to us and that we can only get updates through email from her. I have attached a copy of this email. We responded to this email stating that she does not have the authority to stop us from calling and that we will be informing the CFPB and Her Superiors of her discriminatory behavior and asked that she does not communicate with us anymore considering she is not even the agent assigned to our case. She proceeds to email back asking if my 3rd party XXXX wants to get the decision or should XXXX speak to someone else about it. XXXX then responded that all communications are going to come through her as she is the underwriting manager and agent on this case and asked XXXX to stop harassing her and being unprofessional. 
investigate these claims and do something about it. I will not allow this to continue and The point behind my complaint is that this company has agents that are on a power trip and feel like the mortgage laws do not apply to them. They speak to us with contempt and rudeness and when asked for a manager, they state they do not have one and they have one of their friends in the office call and pretend to be a supervisor. I want my file reviewed fairly as I have one of the main hardships, which is XXXX XXXX. I want to be spoken to with respect and dignity and treated the same as well as the 3rd party assisting me. These people are on a power trip and discriminate against who they want and seem to have no management to correct them whatsoever. My loan should be eligible for a loan modification as I can not come up with the past due but I do receive XXXX income now and can afford payments if they were to just put the past due on the back end. Also, my interest rate is predatory and I am elderly and they want to take my home instead of help. Please review everything I have attached as well as all the other complaints from other borrower 's stating the same exact thing we have in this complaint. There are complaints on XXXX, the XXXX, and HERE as well as several other places stating that this company treats people with very little dignity and they discriminate against us due to race, income status, and sex. They have no real management and can pretty much get away with saying and doing anything. I am asking the CFPB and the Office of the President of Statebridge to will seek legal action against Statebridge if needed.

Company response to consumer: Closed with explanation