Consumer complaint received 2020-10-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: MONEY SOURCE, INC., THE
State: CA

Complaint narrative:
I have been trying to get a loan modification from my loan servicer, XXXX XXXX XXXX for over a year now. I had had 12 months of perfect on-time payments prior to XX/XX/XXXX. Then I took a teaching job that paid significantly lower than my previous jobs, and when I asked to modify my loan, I was told to miss 2 payments and that then they would help me. I was told I could not get help until I was 60 days  late.I tried to be proactive, but XXXX put me in a position to only be able to receive help from them. I should have tried to refinance with a different company while I had the12 months perfect on-time payments, but I foolishly listened to my mortgage lender.This hit my credit, which  I have been struggling to build back up, very hard, and has continued to tank my credit score, as it has still not been resolved over a year later.Now my credit is so low and my payments look like they were late and/or missing, and I can't do business with any other refinance  companies. 
They switched servicers in XXXX from XXXX to The Money Source and lost some of my payments. I had to find the payments on my bank statements and prove to them I paid. I have been through the loan modification process. They ended up offering me a higher payment than the one I was already struggling to make. I had to take out payday loans, borrow from familly, etc. just to make the3 trial  payments. I made trial payment in XXXX of XXXX, XX/XX/XXXX, and XX/XX/XXXX. I was told Not to make my XXXX payment because my new modified payment would be coming. It did not come because they were in the process of changing servicers. They reported me as not making the payment to the credit bureaus.They changed servicers in XX/XX/XXXX and lost some of my payments and also took over 60 days to send me my new loan modification monthly payment, which was higher than the one I had already been making. I was told that my credit would not be reported negatively while they changed over servicers. This did not happen. I was hit hard again. 
Since they lost some of my payments, I did not send them any more money because they still hadn't verified with me where the payments went. Why would I keep sending an incompetent company money when they can't track it or provide a loan modification that helps? I am now 6 months " late '' on payments because I have been waiting for XXXX   to do their basic job to provide customer service. 
They finally said that had a loan modification offer for me and that they would send a notary to my home. They booked one 2 more weeks out, and then called to cancel the day before.I had taken the day off from work to be there for the notary. Then they booked another appointment. I asked to see the documents before the notary arrived. I wanted to know what my new monthly payment was going to be before the notary arrived. I was not accomodated. When the notary arrived, she had in her possession my new loan modification packet. She told me that I was entitled to receive a copy of it at least 30 days prior to the notary arriving.

When I saw the " new '' monthly payment, I was so angry! Not only was it higher than I was already paying, but they have tanked my credit in the meantime. It states on their own document that if anything in the new loan modification agreement was not as agreed upon by myself and the company, that I should not sign it. I did not sign it. I was then
told that the entire loan modification process had to begin again, from the very beginning, with a new loan application in order for me to receive any help.

I am an educated person. I am an English teacher by trade of 18 years. I am good with paperwork. However, each of the 4, yes 4, times I have filled it out, it takes about 5-6 hours to photocopy everything. Not to mention that I sent it via USPS return-receipt Priority mail 3 times, and I sent it via fax 1 time ( thanks to a friend of mine with a fax
machine at his business. I live in a rural area and faxing is very expensive ) and they lost my application, pieces of it, all 4 times. Even though I have proof they signed for it and recieved it. Even though I made my own copy of it. 94 pages!

I call. They don't call back. I email the loss mitigation department and no one calls back. I had to get to abrasive to finally get basic service. They have turned a nice person into a you know what! I don't want to fight with them anyore. Finally, I got so demanding that they assigned me a " Customer Ally '' who I have called 5 times in the past 2 weeks  to get the status of my application which they signed for on XX/XX/XXXX. He has not called me back. I've emailed loss mitigation. They have not called back.

I have spoken with a lawer. I have documented this situation so well that I literally have a 12 inch tall stack of paperwork proving they can't do their basic job. The right hand does not know what they left hand is doing. Now, this last time, they are stating that the application came to them incomplete again! I am livid! But I a copy. It cost me {$24.00} to make a copy to send and
a copy for me to have proof. It costs approximately {$15.00} each time plus postage to send it Priority, return receipt, and Certified via USPS mail. Whoever is scanning and uploading their docs is not doing their job. I could hand my documentation over to a lawyer and they would eat this company alive in court. However, I do not want to spend my time doing that. I have already wasted a year trying to get help from this company. This is a basic service to provide as a USDA FHA Federal housing lender!

Now I am working as an essential worker at the local grocery store as my teaching job has disappeared due to the pandemic. I am making a lot less money than I was. This company was incompetent way, way  before the pandemic hit. There's no excuse for what they have done to my credit, my fianancial livelyhood, and my nerves.

Company response to consumer: Closed with explanation