Consumer complaint received 2015-08-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Servis One, Inc., Titusville, PA Branch
State: ME

Complaint narrative:
In XX/XX/XXXX we applied for a loan modification with our current lender XXXX XXXX XXXX. In XX/XX/XXXX we started the 3 month trial payment for this modification with a payment of {$2700.00} per month. XXXX and XXXX these payments were sent to XXXX XXXX XXXX and then in XXXX we were told that the loan was being sold to BSI Financial and that we had to send our last payment in XXXX to them. We did so. 
Payments on the trial period for XX/XX/XXXX called in on XX/XX/XXXXPayment called in for XX/XX/XXXX called in on XX/XX/XXXXPayment for XX/XX/XXXX mailed on XX/XX/XXXX cleared on XX/XX/XXXXOur last statement from XXXX XXXX XXXX dated XX/XX/XXXX said our balance was XXXX and that we had a negative escrow of XXXX - grand total due was {$13000.00}. 
Our statement from BSI on XX/XX/XXXX said we owed XXXX with {$13000.00} dueXX/XX/XXXX said we owed {$380000.00} with a total due of $ XXXXOn XX/XX/XXXX we got a annual escrow statement from XXXX XXXX XXXX stating we were short XXXXOn XX/XX/XXXX I got an escrow statement saying we were short - {$3000.00} and that my payments starting on XX/XX/XXXX would be $ XXXXXX/XX/XXXX XXXX payment was made on XX/XX/XXXX for {$2700.00} - XXXX at BSI told me to make it for the same amount and that underwriters were converting it and it was approved for modification. 
The next statement on XX/XX/XXXX said we now owed XXXX with total due of {$22000.00} - jumping nearly XXXX. I then payed {$2700.00} on XX/XX/XXXXOur next statement on XX/XX/XXXX said we owed XXXX with a negative escrow of - {$6900.00} - total due of {$22000.00}. 
I paid another {$2700.00} on XX/XX/XXXXOur statement on XX/XX/XXXX said our escrow was XXXX with a total due of {$22000.00} and outstanding balance of {$380000.00}. 
XXXX XXXX I paid $ XXXX XXXX I got an escrow update stating my new payments starting in XXXX would be {$2600.00} and as of XXXX XXXX the shortage was - $ XXXX never got a regular statement since then. 
In XXXX XXXX we received paper work to sign for the modification. The agreement said we owed {$390000.00} XXXX consisting of unpaid amount loaned to the borrower plus and interest and other amounts capitalized ... '' it said we had to promise to pay the unpaid principal balance plus interest with first payment starting XX/XX/XXXX for XXXX P & I, {$640.00} taxes and insurance for a total of {$2600.00}. We asked to see where the payments were going since XXXX - XXXX. We just asked to see statements of payments from our trial periods and where exacting money was going all this time. We had to sign these documents by XX/XX/XXXX. We left many messages for XXXX XXXX at BSI. He said his manager would contact us. He finally did state that he had found where BSI did not have a record of the escrow account that XXXX had set up while we were in the modification trial period and had no idea where that money was and was going to look into it and get back to me. That was nearly a month. I finally spoke to him on XX/XX/XXXX he had no recollection of the conversation. After a refresher - he once again said he needed to speak to his supervisor and would call me back that day. He never did. I emailed his boss - XXXX XXXX on XX/XX/XXXX and I spoke to her as well. She acknowledged a problem with the escrow and her and her manager were going over it. She never called back. We reached out again many times to both her an XXXX. Most of the time we got a machine stating the lines were busy and to not call back several times in order not to delay their response. 
On XX/XX/XXXX I paid {$2700.00} on XX/XX/XXXXI made a payment on XX/XX/XXXX for $ XXXX I paid {$2600.00} on XX/XX/XXXXXX/XX/XXXX I paid {$2600.00} on XX/XX/XXXX.On XXXX XXXX we received a notification that our supplemental modification was denied as we did not sign the modification and that we need to pay {$33000.00} to avoid foreclosure

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation