Consumer complaint received 2025-05-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Real Time Group, Inc.
State: CA

Complaint narrative:
In trying to obtain a home equity loan in XXXX, it was discovered that there was a lien on our property which we believe was modified and included with our first mortgage. The original loans were with XXXX XXXX XXXX XXXX which was a refi, dated XX/XX/XXXX. The loans went to XXXX due to XXXX going out of business. A loan modification with XXXX was facilitated through XXXX in late XXXX XXXX, again which we believe the second was included. 
Per several phone calls to XXXX, and many hours, we were directed to Realtime Resolution who according to XXXX is holding this second lien. In speaking with Realtime Resolution, and what they claim is that the second XXXX was acquired from XXXX in XX/XX/XXXX. XXXX not sure how that could happen as we applied for both the first and second loan modifications, at the same time, late XXXX. From our recollection, we never received anything from this company, nor did this so-called debt ever reflect on our ( mine nd husband XXXX XXXX XXXX XXXX reports. In the itemization on fees included in the XXXX loan modification, there are amounts which reflect, from our understanding, of the second mortgage. 
Since, trying to get this entire situation handled, it is clear and evident that Realtime Resolution is completely incompetent and negligent, and inconsistent throughout my many conversations with them. I have spoken to many representatives there, XXXX XXXX, twice most recently XX/XX/XXXX at XXXX, XXXX XXXX XX/XX/XXXX at XXXX, both of whom disclosed information on this lien without proper verification of my identity. I discovered this upon subsequent calls, XX/XX/XXXX at XXXX with XXXX XXXX XXXX who wasnt able to confirm my identity, so she then transferred my call to XXXX XXXX XXXX whom also wasnt able to verify my identity, per RTRs consumer privacy policies, and would not disclose information on this lien . This is how I found out that XXXX XXXX, and XXXX XXXX were negligent in their handling of my data. I called on XX/XX/XXXX at XXXX, again spoke to XXXX XXXX XXXX whom again would not disclose any info, suggested I fax a copy of my social security card and DL so they can fix their records. Why would I do that. I asked to speak to a supervisor or manager, she gave me the names of XXXX XXXX and XXXX XXXX who are managers whom handle XXXX files- whatever that means. On XX/XX/XXXX XXXX again called, spoke to XXXX XXXX XXXX XXXX who stalled when I gave her the last of my social, proceeded to disclose information on this lien they claim I owed. I firmly asked her if my last social match her records, she stated everything matched. I then asked her to transfer me to XXXX XXXX, which she did. XXXX XXXX, also stated he could not verify who I was, nothing was matching. I assume only my name and address were. Through, trial and error, it was discovered that mine and my husbands socials and date of birth were switched around, and this was through my conversation with XXXX XXXX. I was extremely upset and horrified that such incompetencies exist in companies trying to collect so-called debts.

There has been so much incompetence and negligence on RTRs part. This entire dealing has been completely immoral, sloppy and I believe to be in violation of privacy laws. They clearly have detrimental and sloppy business practices. Its very clear they have no internal audits, nor accountability for their, as a whole, and employees failing to uphold their protection of consumer info.

I have been told by some agents that RTR holds the lien, others tell me they are just servicing and trying to recover said debt. 
In trying to mitigate and put this behind me, I applied for a lump sum settlement, as my husband and I are in a financial bind and attempting to get a home agreement loan. RTR offered to take a 1 % reduction off the balance due, as we have high equity on our home.

Company response to consumer: Closed with explanation