Consumer complaint received 2016-03-03
Company: MONEY SOURCE, INC., THE
State: DE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have recently been struggling with making my mortgage payments on time. in the last year, I have been 30-45 days a couple times, but have always made it up. During those times, my mortgage company calls my job every day and my cell phone 2 - 4 times per day including weekends. It is so bad that I have to forward their calls right to voicemail because I work full time and am a XXXX and they are constantly calling interrupting my job and class. I can speak to them and pay it up and tell them that I will need an extra week to get the next payment, but they will still call. They even call when I am still within my grace period. They also have been sending " field agents '' to my house. These " field agents '' photograph my home and peek in my windows. On this past Saturday, my XXXX children were home alone while I was out and one of their agents pulled up, got out of her car, took photos of my house, looked in the windows of my home, and left a plain white envelope with a note simply saying to contact my mortgage company. This terrified my XXXX year old daughter. My payment had posted and brought my mortgage current 10 days prior to her arrival so I was current, not in the arrears therefore they did n't even have business being there. 
In addition, when a payment is late, they cut off your ability to pay online thus limiting your ability to pay immediately unless you call in. This is difficult and also causes additional delays for me given my schedule in trying to provide for may family and better our life to make it easier to pay the bills. If I work XXXX-XXXX and XXXX XXXX-XXXX, when am I supposed to call and make their payment? They are n't in. It 's frustrating. 

After goggling what actions I need to do to get them to stop, I read online about the FTC and how I could contact my mortgage company by certified letter with a cease and desist order. I decided to contact my mortgage company and obtain their legal notification address. During this time, I also asked if their " field agents '' also had an address or hub I could send a copy of the letter to. The woman answering was nice, and told me that it is their practice to send someone out to my house if I am 30 days late to confirm I still live there ( which they know from the last time they sent someone out and because it is a term of my mortgage to be my primary residence ) I informed them what happened and told them I have instructed my children to call the police if anything like that ever happened again and that I would press charges against whomever they sent out for stalking and harassment. I was given an address for the mortgage company, but the person on the phone said she was unsure that it was the correct address to send it, so she put me on hold to ask her supervisor. She said the field agents did not have an address or at least would not provided it. She came back on the line and said her supervisor said they have a right and there was nothing I could do about it. 

I do not feel that A ) anyone should be photographing my home and looking in my windows b ) scaring my children by doing so c ) sending someone out because they are 30 days late is appropriate. Its not like I 'm 3 or 4 months of no payment d ) refuse to provide me with the correct legal address for correspondence. e ) that the supervisor should have dismissed my complaint. f ) my house has over {$50000.00} in equity, so I would not need to " walk away '' from it. I have never put it on the market, but would certainly have the option to do so without issue if need be. 
I am hoping that you may have some incite as to what I can do as I feel harassed and wish I could change mortgage companies, but given my credit at the moment, I can not. I am a single mom so there are no other adults in the house if I am not there to keep my children from their harassment. Please help.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation