Consumer complaint received 2017-12-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Servis One, Inc., Titusville, PA Branch
State: FL

Complaint narrative:
Please help me save my home. Please know that I have been in contact with my mortgage servicer for over 2 years now, trying to save my home. The mortgage servicer initially was XXXX XXXX XXXX who sold my mortgage and the new mortgage servicer then became XXXX XXXX XXXX. XXXX XXXX XXXX was most difficult to deal with. I applied for a Loan Modification with them. They were rude and even made comments to me about my house not being mine but the banks and if I couldnt afford it I should get out right away. Eventually, I received a letter informing me that XXXX XXXX was not my mortgage servicer anymore and the new servicer was XXXX XXXX. Soon after, I found out that XXXX XXXX XXXX had a lawsuit against them from the FTC and CFPB. Later, the FTC and CFPB announced that they had reached a {$63.00} XXXX settlement. The allegations from the FTC and CFPB against XXXX XXXX XXXX on said case were no surprise to me as I was also a victim of their threats, their calls at work, their obscene language and their mocking of my issues that led me to the current financial hardship at the time. 
As I started to work with XXXX XXXX. ; I quickly realized they were no different than XXXX XXXX XXXX. For example, instead of taking 30 days to reply to my Loan Modification request, they simply didnt answer at all. Soon after, I receive another letter but this time saying that XXXX XXXX was no longer my mortgage servicer and the new one being XXXX XXXX XXXX. I reached out to XXXX XXXX XXXX and had to start the entire process all over again for the 3rd time. At that point, I felt that I couldnt deal with this issue by myself anymore and I hired an attorney in XXXX XXXX. 
As of XXXX XXXX, through my attorney ; I provided all the financial information required by XXXX XXXX for a loan modification. XXXX XXXX continued to contact me thru a customer service representative by the name of XXXX XXXX and I had to re-direct him to my attorney many times. In XXXX of XXXX ; I inquired through my attorney to reinstate my loan. I thought maybe they ( XXXX XXXX ) would accept a lump sum payment and the loan could be reinstated. To my surprise, at the end of XXXX XXXX my attorney notified me that my Loan Modification request was denied. I was still optimistic that a loan reinstatement could be an option. Yet again to my surprise, I get an email from my attorneys office on XXXX XXXX, XXXX telling me that there is a Motion for Summary Judgement the  following day at XXXX. I immediately called them to inquire and was told that the attorney would call me back that day. The next day, after multiple phone calls and two emails to my attorneys office ; I get an email at XXXX in the afternoon that says Today at the hearing a final judgement was entered. We got an extended Sale Date of 90 days. The judge on your case and everybody elses for the day stated that if a modification is entered within your 90 days the Sale Date will be cancelled. I later emailed them asking to explain how we got to this current situation. I am also asking them to inform me what is it that they are going to do different now ; from what they have been doing for the past 14 months since I started paying them to help me avoid foreclosure. On several occasions prior, I had mentioned to my attorney how disappointed I was with this entire situation and with the multiple mortgage servicers handling my home loan. I told them that I felt I should report it to you, to the FTC, to the OCC, to the Florida Attorneys General office. They understood my frustration and said I should proceed any way I thought would be best. 
So here I am, reaching out to you ; as I am desperate and anxious of the thought of my home awaiting to be sold at the specified sale date of XXXX XXXX, XXXX. 
As per the FTC in the case against XXXX XXXX XXXX ; they ordered that steps were to be taken by XXXX XXXX to protect consumers. The order required among other things, that XXXX XXXX implemented a home preservation plan. 
In my case, XXXX XXXX XXXX changed to XXXX XXXX to later XXXX XXXX. I am puzzled on how these changes took place and if the FTC required them to follow up with the consumers affected like me. 
Please help me save my home. I understand that lenders are not obligated to accommodate borrowers, but considering everything that has happened with my mortgage servicers ; I feel that my case has fallen thru many cracks in the process. 
Thank you, Sincerely ; XXXX XXXX

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