Consumer complaint received 2022-01-13
Company: Real Time Group, Inc.
State: VA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
To make a long story short, My ex and I bought a home in XXXX. We were one of the unfortunate borrowers to receive an XX/XX/XXXX ARM loan. The second mortgage became default in early XXXX. Our first mortgage was modified until the XXXX program, and at that time I was under the impression from my ex that the second mortgage had been modified under the first mortgage. He was the one who took care of the finances. Fast forward to XXXX, we split up, I moved out in XX/XX/XXXX and ended up moving back and taking over the mortgage in XX/XX/XXXX. Part of the divorce decree was for me to refinance the property in my name. I started the process right before Covid hit, and when Covid hit I was pushed back because most of my income had been affected. ( I was a waitress, and all the restaurants shut down ) So I started the process again in XXXX. The title company came back and mentioned the second mortgage. Clueless, I asked what I needed to do to fix it, and was told I needed verification of the debt or a statement stating the debt has been fulfilled or resolved. I clearly know nothing as I assumed it was merged. I went to the courthouse and obtained the deeds. Both of the deeds are from XXXX, which has since been bought multiple times. I only have one mortgage that appears on my credit report. Currently XXXX is the mortgage holder for the first mortgage, so I reached out to them. Upon calling them, I was denied access for not verifying the correct address. Curious as I have spoken to them multiple times since I have taken the mortgage over in XXXX. So I logged on to the account and found his address has been changed to receive mailings. So I call XXXX back, verify with his address that is on file and change it back to the property address which I stay at. I ask them to investigate the second details and I provide them with the records I obtained from the courthouse. Then a few days later, the title company is reaching out to him about signing over the deed. This is where the fun begins! This is when I found out about the second mortgage company from him and that he has been receiving the statements all along. I asked for all the information, all he gave me was the name, so I googled, searched and called. While speaking with a representative, I ask when the address on the account was changed. I was notified that it was changed in XXXX and again in XXXX. I asked them to mail me a letter stating such, and receive it. We recently went to court about my not refinancing no show cause and basically the judge didn't listen to a word I said since I didn't have a lawyer. ( Believe it or not, I called multiple local lawyers, apparently everyone started holiday break in XXXX, I just got a call from one of them the other day in regards to my voicemail .... ) Moving forward I contacted them and told them I am to be notified immediately of any and all changes made on the account. I asked them to provide me with when the change occurred and all they said was since it was done " electronically '' they have no record of when the change was made. I have asked for a letter of verification and they provide me with the monthly statement that they send to him at his address. My name is not listed on these! I found out that he submitted a loss of mitigation to them last year, without my knowledge or signature! I have asked for a loss of mitigation and they send me one with all his credentials on the paperwork. I am at my wits end with this, I have no where to go, I have called several attorney offices and have yet to receive a response. I need help and guidance about this situation and how I can go about them expediting this information to me I appreciate your time and any assistance you can offer me. 
Thank you, XXXX XXXX

Company response to consumer: Closed with explanation