Consumer complaint received 2017-03-17
Company: UNITED SECURITY FINANCIAL
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My complaint is the following ; I refinanced my VA Mortgage in XX/XX/XXXX with United Security Financial. XX/XX/XXXX I had to file Chapter XXXX Bankruptcy due to a divorce and placed on a 36 month payment plan. In XX/XX/XXXX United Security sent my VA Mortgage to XXXX to act as their servicing agent. United Security was notified of the bankruptcy through legal means and was given the opportunity to file with court for any monies owned to them. United Security filed for a single missed payment and received their funds through my appointed bankruptcy trustee. In or about XX/XX/XXXX I completed my court approved payment plan and the trustee notified all debtors to ensure no outstanding debt remained before releasing me and the court granting a discharge. In XX/XX/XXXX attorneys for United Security Financial filed Final Cure of Payment with the court and trustee certifying I was current on my mortgage payments. In XX/XX/XXXX I received my discharge from bankruptcy. XX/XX/XXXX I contacted XXXX and at first they would not speak to stating I was in bankruptcy so after several weeks and the assistance of my attorney I got them to take me out of bankruptcy status and talk to me. At that point XXXX proceeded to tell me I was four ( 4 ) months behind on my mortgage payments. I disputed this claim and tried numerous times to speak to someone that could help me resolve this issue. Each time I have called XXXX Customer Service I received a different story and they would never connect me with anybody that could or would help. On one of the calls the customer service rep told me they had spoken to me numerous times in reference to the delinquent payments ; I asked how is that possible when I was in bankruptcy and they were n't legally allow to speak to me ; she changed her story to they notified my attorney. I called my attorney which verified XXXX had never contacted him at any time. After several calls I got to a person that identified them self as a supervisor and further stated that I missed payments in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX which I again disputed the claim and provided XXXX with 26 months of bank statements, payment history and the United Security attorney signed Final Cure of Payment supporting all payments had been paid and cleared the bank and they continue to fail to correct this issue giving a number of excuses as to why it has not been corrected. The months that they claim delinquent would have occurred prior to XXXX take over the loan servicing and United Security Attorney ( which is the actual mortgage holder ) certifying I was current on payments. I am concerned as to why United Security and XXXX would not notify the court and/or my attorney of a four ( 4 ) month delinquency, refuse to talk to me because I was in bankruptcy and wait until the bankruptcy was discharged and then send a Default Notice. United Security and XXXX is making false claims of delinquencies attempting to circumvent the US Bankruptcy Court and the protections afford to me through bankruptcy. I have also attempted to contact United Security Customer Service directly with no success.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation