Consumer complaint received 2024-02-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Aspen Yo LLC
State: PA

Complaint narrative:
On XX/XX/XXXX my mortgage was transferred to Gregory funding LLC from XXXX  XXXX XXXX. Within the 15 days allotted timeframe I wrote to Gregory funding LLC about errors on my mortgage. Before my mortgage was transferred to Gregory funding LLC I informed them that I was under a forbearance program with XXXX  XXXX XXXX. My forbearance ended XX/XX/XXXX and I was supposed to discuss with my mortgage company options for repayment. Before I could even discuss options for repayment my loan was sold and transferred to Gregory funding who I asked for help and assistance and honoring the forbearance repayment program. I was given no help and no assistance and immediately placed in a delinquent status for my loan. On XX/XX/XXXX I applied for the Pennsylvania homeowners assistance fund program. Within the following months, I worked with a case manager on my application. XX/XX/XXXX I reach out to my mortgage company to request the status of my assistance application. The PA homeowners assistance fund was requesting from my mortgage company , the payoff amount of the loan. The payoff amount was over the cap for assistance of {$50000.00}, so there was a special process the mortgage company needed to follow in order to process funds. Upon contacting my mortgage company It was discussed with a representative the option of doing a loan modification or paying the overage. Originally, my mortgage company said that they would do a loan modification and submit it to the Pennsylvania homeowners assistance fund on my behalf. PHAF requested an agreement with the mortgage company that if they release the funds, they would work with me as a homeowner to bring the loan current. That agreement needed to be sent over to the Pennsylvania homeowners assistance fund prior to funds being disbursed. The agreement was to be made between the mortgage company and myself in the form of a new loan modification. However, the loan modification was never completed and submitted due to a representative leaving the workplace. The representative left the workplace and no other representative was put on my file to resubmit a modification. After fighting for months, I contact my mortgage company and requested help on processing the backpay so that the assistant funds could be dispersed. I informed my mortgage company that they were not helping me with the modification and I was able to make a cash payment towards the loan. I discussed the need to know with my mortgage company how much would be needed to bring the loan current and out of foreclosure several times. I was told my account was pending payment from the Pennsylvania homeowners assistance fund. I requested numerous times to speak with my agent to pay the overage balance, and was not afforded the opportunity to do so. It has been two years since I submitted my application with the Pennsylvania homeowners assistance fund. My mortgage company has done everything in their power to not help me, they have had poor communication with myself and with the assistance program. But the past two years, the mortgage company has delayed my attempts to save my home. They have delayed my application for assistance for almost 2 years and failed to submit the requested documentation and paperwork to third-party. They refuse to help me make payment on my account to bring it up-to-date and they refused any further assistance with loss mitigation. The only thing they were successful and doing was charging my account every month with a hefty late fee and numerous other penalties for failure to make payment. On XX/XX/XXXX I received correspondence from the Pennsylvania homeowners assistance fund that my application was denied due to the mortgage company not being able to work with myself to bring the balance below the cap amount and the requested documentation was not received. My bank has not provided me with prompt customer service. They have failed to relay to myself the proper paperwork and documentations needed in order to save my home. They have also refused to properly evaluate my account for all relief efforts as mandated by law. They have refused and purposely delayed, the communication and correspondence with the third-party government agency in an attempts to predatorily take my home away. I have the cash payment that was requested for the overage in order for the Pennsylvania homeowners assistance fund to disperse the {$50000.00} assistant payment. This information was expressed numerous times to Gregory funding and helping assistance on making that payment was requested multiple times.

Company response to consumer: Closed with explanation