Consumer complaint received 2021-03-22
Company: MONEY SOURCE, INC., THE
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I have attempted multiple contacts to speak with a manager in the XXXX XXXX department regarding resolution on my account, and have not heard from a manger to date. 

I lost my second job last year due to the pandemic. Therefore I put my mortgage on forebearance for only three months. After that three month time period, I went into a trial payment period, where I paid a lower amount for several months. During this time, I made every payment on time as promised, not missing one payment. 
In XXXX my loan was approved for modification. TMS did not send out the paper work until the end of XXXX. On XX/XX/XXXX, I had a notary service come to my door with paperwork to sign to complete the loan modification. Unfortunately, on XX/XX/XXXX my wife, who is co-signor on the mortgate, passed away suddenly and unexpectedly. Therefore she could not sign the paperwork, as it has to be notarized, and she was no longer alive. 

I called TMS in XXXX to advise them my wife passed away and was unable to sign the documents. The representative told me not to worry, and to just send a copy of the death certificate once I received it. 
I received a letter in the mail, the first week of XXXX advising that the loan modification was not approved because TMS had not received the modification agreement back. I was baffled and surprised at this because I called in previously and told them that my wife passed away which is why I could not send in the agreement. Why would they send me a denial letter, when I had already told them what happened and they told me not to worry. There was not additional communication from TMS after I called and told them this, so I had no idea that they would deny the loan modification for the paperwork not being sent in. No one from TMS ever called and told me it was an issue, the only thing the representative told me when I called in XXXX was not to worry. 
This caused excessive stress and emotional drain. I have already been dealing with XXXX and many other personal issues due to the untimely passing of my wife, and to have TMS completely hit me out of left field with this was crushing. I reached out to XXXX several times after to get some assistance on these extenuating circumstances, only to be lied to and not get any return calls from management in the Loss Mitigation Department. Please review the following timeline of events. 

XX/XX/XXXX I spoke with XXXX XXXX who advised me that he would have a manager from loss mitigation contact me within 48 hours. 
XX/XX/XXXX I called back into TMS and spoke with a representative named XXXX. I explained to her my situation and she advised she would have a manger call me by the end of the business day. I waited and never received a call. 
XX/XX/XXXX I called back into TMS and spoke with a representative named XXXX in Loss Mitigation. She was helpful and attempted to assist me, but agreed due to the complexity of my situation and extenuating circumstances she would not be able to assist me and advised me that a manager would follow up by the end of the day. She stated the follow up time is 48 hours and since I spoke with XXXX XXXX on XX/XX/XXXX, that a manager would definitely be calling me by the end of the business day ( XXXX ). 

I never received a call. To date, I have not had any assistance on getting resolution and a remedy on my account. As a customer, this has been a very stressful process dealing with TMS. It almost feels like they have no compassion and no incentive in helping customers resolve their accounts. I say this because everyone I have spoken to can not tell me how to resolve my account. No one knows whats going on, and everyone I have spoken with have given me different answers. This is why I asked for assistance from a manger, and still have not received a callback. I work in the customer service industry and it is unbelievable that a company can exist in todays age with this destitute level of service. I feel as if TMS has no interest in helping me. The only thing I have gotten in the mail is threatening letters about the possibility of losing my home, but every time I have tried to speak with a manager to get some sort of remedy on my account, I am told I will receive a callback, only to not receive a call.

I have been under severe emotional distress since the sudden and unexpected passing of my wife. TMS have shown no compassion towards my situation. They have given me no answers or solutions to rectify my account. I have made my payments on time every month as promised for the trial payment period and as a customer I should have had a better level of service, especially since my hard earned dollars are paying their employees salaries. But the fact that the managers from loss mitigation will not even return a call, leaves me to wonder what TMS true intentions are. Because of this degree of service I will be filing a federal complaint as well as a complaint with the Better Business Bureau, and contacting the local news authority regarding this experience. Im sure there are probably many other TMS customers out there who might be going through a similar experience and I feel it is the only resolution at this point.

Company response to consumer: Closed with explanation