Consumer complaint received 2017-03-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: United National Services
State: CA

Complaint narrative:
I started to work with United National Services in  XXXX    XXXX   to get my mortgage payment lowered. the process started off well, I submitted paperwork when asked and they were available to answer questions as I had them.  XXXX  thing that I kept maintaining was the i wanted to keep my home. As the process continued my file got transferred to several people. before I got to far in the process I let the  XXXX  person I was working with know that I was in the process of finalizing a modification with the bank and asked would that be a problem working with him and getting a new lower payment, he said no. So I proceeded with the company. When that started happening I was not kept updated on the process and was not able to speak to anyone when I called. This went on for several  XXXX . When I signed the contract with them I asked if I should continue to make payments to my loan bank they said no because I would be paying them and they would be working the bank to get my payment lowered. So I signed the contract and made the  XXXX  payment of { XXXX }. After the  XXXX  payment i called to see how the process was going and did not hear from anyone for a while so I did not make the   XXXX   payment as scheduled because i was afraid that I was being taken advantage of. Then after about a   XXXX   someone contacted me and explained the person that had my file was no longer working there and requested documents so the process could continue. I said well someone could have contacted me to let me know that. So I submitted the requested documents and made the  XXXX  payment. Then again contact and communication was lost for weeks. When I finally spoke to someone they said my file was with the processing center and everything was ready to be submitted and asked for the last payment, so I sent the payment. During that time i received paperwork from my bank requesting a signature on the modification that I had already had before they could review anything else. So i sent that email with the paperwork to United National services they told me not sign the docuaments so i did not.  XXXX  weeks later I contacted National services again to ask what was going on, every step of this process I initated all communication never them updating me. They said that they were still waiting to here from the bank. Then a few days later they said i was approved but did n't say what the amount was or anything. After waiting they said that the bank sent me documents. I told them the papers they sent was what I sen them and they told me not sign. Then a lady called me and said not sign those papers to wait until  XXXX  for new papers so I said ok. Then she called back  XXXX  minutes later and to sign them because the rate was better than what they can get for me. I asked is n't that modifcation they got for me she said no that was in place before and they could get my payment to  XXXX . So I contacted the bank and asked about the paperwork that was sent. The representative said that needed to be signed before they could look at anything that was sent. That paperwork for the mofication that I got prior to working with   Untied National   Services. And that company had nothing to do with it and has seen companies like this take advantage of people and it looks like what happened here. So I called United National Services to let them know that and requested my monies back because they did not do anything to help me get the modification. They contended that they did so I sent a document approving my modiifcation before i started working them. He then said that they still got me the modification so I told him to contact the representative which he did and she told him that no I had that modification before any paperwork was received from them. They did n't review their paperpwork at all because I need to sign their papers. So i sent another email asking for my money back and have not received anything respons

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