Consumer complaint received 2015-08-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Servis One, Inc., Titusville, PA Branch
State: GA

Complaint narrative:
First of all, please allow me to state that my husband and I are senior citizens and we have a XXXX year old daughter who has XXXX and XXXX. We are the victims of The XXXX XXXX XXXX spending over five years saying that they were modifying our loan, but they would always say that we did not qualify for programs that I knew we should have qualified for under the Home Affordable Act. Nevertheless, in XX/XX/XXXX, they sold or gave our loan to BSI Financial Service. This organization immediately added {$10000.00} on to a XXXX loan, and moved the loan from a fixed rate to an adjustable rate. The representative XXXX was extremely harsh and aggressive, Eventhough, they said that they offer loan modifications, and I expressed that I would like to keep our loan, he was constantly telling me " Do you think the investors are going to let you have {$100000.00} '' I was told this when I would ask about the extra {$100000.00} being placed on the end of the loan. This did not make sense to me, so I filed Chapter XXXX and called FHA and reported the company. At that time the loan was an FHA loan, however, I called FHA recently, and I was told that my loan was now a Conventional Loan. I simply do n't understand how this could happen. Anyway, after the filing of Chapter XXXX, I was assigned a new representative by BSI, XXXX XXXX, who was much nicer, and stay in contact with me. It was during the time when I was working with XXXX that BSI sent a congratulations letter stating that we had been approved for a loan modification. The letter read however that we would have to pay an upfront payment of almost {$3000.00}, and two weeks after the {$3000.00} up front payment was to be paid, the new monthly payment of {$1200.00} was due two afterwards. Now let 's keep in mind I received this notification only two weeks before we were to pay of the upfront sum. I begged and pleaded for BSI to add the lump sum payment to the end of the loan, because we had tried and tried to get the {$3000.00}, but of course we have been experiencing a extreme financial hardship, and we did not have credit or family to ascertain the funds. After, trying everything to get the {$3000.00}, I had to go back and tell XXXX that we simply could not get the lump sum money, and quite frankly {$1200.00} a monthly was only {$200.00} less than our original monthly payment of {$1400.00} and some dollars. This did not seem like a real modification for a family who is experiening financial hardship. As a matter of fact, I have neighbors that received modifications and their monthly house payment was reduced to {$500.00} less than their original house payment. 
Nevertheless, XXXX, assured me that he would go back to the investors and lobby on my behalf. Needless to say, the investors responded with an answer of no, and XXXX was removed from my case, and I was assigned XXXX XXXX, and I was told that I had to re submit all of the information again. So, I submitted the required information, and XXXX would write to me asking for information that I had sent her, and she said that she had not forwarded the documents to the underwriters because she had not received the information. Of course the information was submitted via e-mail, and I pointed out the information and she said oh yes, I have it, and I will send it on. Yesterday, however, I received correspondance from BSI stating that I was not eligible for a HAMP Modification because the investors would not agree to it, and they proceeded to ask me to send in the Frank Dodd Certification, -previously submitted, husbands paystubs -previously sent, bank statements, -previously sent, and some new documents, such as a letter from my husband stating that he contributes to the household expenses, a document asking if I would like a loan modification, short sale etc, deed in lieu etc Due date -XX/XX/XXXX. Please help.

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