LAKEVIEW LOAN SERVICING, LLC

2018-12-15

Merrifield, VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/2017, my attorney wrote a letter to Lakeview Loan Servicing , LLC requesting the name of the new creditor/owner of my mortgage loan pursuant to 15 U.S. Code Section 1641 ( g ) ( 1 ) because it was securitized through a Government National Mortgage Association. Lakeview Loan Servicing , LLC owns only the master servicing rights to my loan. XXXX XXXX XXXX XXXX services my loan. Lakeview Loan Servicing , LLC wrote a letter of response onXX/XX/2017, and stated the following below in paragraph four : The note holder for these securities is not known to the public or to us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-14

Urbandale, IA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We refinanced with our then current mortgage company ( XXXX ) in XX/XX/2018. At the time we mailed in our XXXX payment ( XX/XX/XXXX it was cashed ) and we closed the refinance on XX/XX/2018 with a sub-company of XXXX called Lakeview Loan Servicing , LLC. Lakeview sent us a statement on XX/XX/18due for XX/XX/18and listed an " unapplied Balance '' of {$430.00} and that our total amount due ( TAD ) was {$530.00}. We made the XXXX payment but on our XX/XX/18 statement the XXXX was listed as an " Unapplied Balance '' and the XXXX was listed on XX/XX/18as " Additional Principal Payment. '' I have contacted Lakeview numerous times to get this XXXX pulled from Principal Only and applied as a Regular Payment but they have delayed the review and have stopped returning my calls. My wife started a CFPB complaint for some additional issues with this company on XX/XX/18 and at that time Lakeview assigned XXXX XXXX to the case. I have left voicemails for him on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX with no return calls. The resolution I want is for Lakeview or XXXX to apply XXXX as a regular payment so that we will stop showing as past due ( since XXXX ). i would also request that any late fees be waived as this was an error on their part ( incorrect statement ) and that our Credit Bureaus be corrected to show as on time payment. **Additionally this company uses a robo-dialer to contact customers with a pre-recorded message and there is not an option to speak with a live agent requiring each and every customer to make a call back in to Lakeview .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-13

Reno, NV

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We refinanced our FHA loan from XXXX to Lakeview ( The XXXX XXXX XXXX ) sometime XX/XX/XXXX. We opted for the same type of loan, FHA. In our Closing Disclosure, we opted to have the Home Insurance and HOA excluded in escrow. But, last XX/XX/XXXX, XXXX started paying our Home Insurance to XXXX, After several attempt to contact someone about the issue, XXXX advised me to email a copy of Loan DIsclosure to them. A copy of Closing Disclosure was emailed on XX/XX/XXXX and they assigned a ticket number ending in XXXX. On XX/XX/XXXX, XXXX affirmed that my request to remove the Home Insurance from my Escrow has been forwarded to Escrow and they marked my issue Resolved. On XX/XX/XXXX, we received a letter from Lakeview denying our request to waive Escrow. We did not request to waive Escrow. We requested to exclude Home Insurance from our escrow. I restarted the painful experience of talking to XXXX, this time, they claim that they can not remove the Home Insurance from Escrow as it it required by FHA. To our dismay, we have been paying the Home Insurance ever since we financed the property from XXXX XXXX. Our patience is drained and totally helpless, despite of our Closing Disclosure. We feel that XXXX is giving us wrong information, run arounds, or LakeView deceived us to refinanced.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-11

IL

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: My mortgage with XXXX XXXX XXXX was bought out by another company Called Lakeview Loan Servicing. I was never notified. I repeatedly tried to pay my original mortgage and was denied access. I just thought something was wrong with the website. After a couple of weeks of this and a message from a credit reporting company that my account with XXXX had been closed, I called my mortgage company only to find out that my loan was sold and they were no longer servicing my loan. They gave me the number to the new company. When I called them, they said they had sent a new customer package back in XXXX. I never received notice that my loan was sold. I had no idea what was going on. I have a credit reporting service that notified me that my account with the original bank was closed. After calling the new loan service, they had sent my new customer package to a wrong address. Now when I registered to pay online with the new company, it states that I have late payments. It is kind of hard to pay a payment when your account was closed and you have no idea what is going on!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-11

Clovis, CA

Trouble during payment process

Mortgage: VA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-11

Cleveland, OH

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-07

Pinellas Park, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-07

Euclid, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My first mortgage payment of XXXX was due on XX/XX/18. Payments made include : I sent a check for {$160.00} which was cashed by company on XX/XX/18. I sent another check for {$160.00} which was cashed by company on XX/XX/18. I made an online payment for {$320.00} which was credited to my account on XX/XX/18. For a total of {$650.00} received by the company on XX/XX/18. On the billing statement from the company it says in regards to partial payment : " Partial Payment : Any partial payments that you make are not applied to your mortgage, but instead are held in a separate suspense account. If you pay the balance of a partial payment, the funds will then be applied to your mortgage. '' I have made payment in full, and early, and it has still not been applied to my XX/XX/XXXX payment. I had sent my first payment of {$160.00} because I wanted to confirm that it would go to the correct company, and be applied appropriately. I called on XX/XX/XXXX and spoke with a representative. At that time she told me that they did not like taking partial payments, but since this was my first payment, if I would pay the balance she would put in a note to have it applied to my XX/XX/XXXX mortgage payment. I told her that I already had a second check for {$160.00} being sent from my bank, and it was too late for me to stop that processing. She said she would make note of it, and I should pay the balance of {$320.00} so that exact payment would be made. She stated their system did not have capability to process partial payments on a mortgage account, but she would make note of our conversation and recommend I call back to confirm money was pooled and applied. I then went online, and made an online payment for {$320.00} which was credited on XX/XX/18. On XX/XX/18 I checked online, and saw that payment in full had been recieved on XX/XX/18, but had still not been applied to my account. I called and spoke with XXXX, and explained my situation. She told me that there was a note regarding my conversation on XX/XX/18, but funds were not applied to my payment. I asked her to please have these applied to my mortgage payment. They had recieved payment in full well in advance, and it is still not applied. She told me to hold on, then someone else answered, and identified herself as XXXX. I explained the situation to XXXX. She told me that funds had not been pooled and applied, but that she was processing it right now, and it should update to my account by XX/XX/18 for me to view online. I confirmed with her that would be my full XX/XX/XXXX payment due, and it would be credited as on time. She confirmed this. XX/XX/18 I went online to check my account, and the funds have still not been applied to my account. I called customer service again, and spoke with XXXX. XXXX stated that there had been a request for only {$490.00} from payments received on XX/XX/XXXX and XX/XX/XXXX to be applied to my payment and I would need to make a payment of the difference of {$160.00}. I told her that I had already paid that {$160.00} and company posted it XX/XX/18. That I had made payment of {$160.00} and {$320.00} and {$160.00} which equaled my payment of XXXX in full, and they had received it all by XX/XX/18 and it still was not credited to my payment. She said she did see a note about it, and " it was pulled, but never applied '', but she is putting in another note to have full amount applied. She then told me that it may take up to XX/XX/18 for it to update, and me to be able to confirm online that my XX/XX/XXXX payment has been credited. But she did confirm that I would be credited with payment for XX/XX/XXXX, and my next payment would be due XX/XX/XXXX. The company statement says that payment in full will be credited, as I quoted above, and my payment in full was received and cashed by the company 13 days early. I have called 3 times requesting it be applied, and told each time that it would be, and it still isn't.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-06

Sylvester, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have not worked since XX/XX/2017 because of a bad XXXX XXXX on XX/XX/2017 which required XXXX and XXXX XXXX XXXX and a XXXX XXXX on XX/XX/2017. I mentioned this to my mortgage company to see what kind of options I had just in case I needed help. Well they told me they could push my mortgage back 3 months, but I would have to pay the full amount at the end of the 3 months. I asked them suppose I couldnt pay it and they told me thats all they could do. But, I begin receiving XXXX from my job around XX/XX/2017 until around XX/XX/2018 when they cut off my XXXX. That caused me not to be able to pay my mortgage in XX/XX/XXXX up until now. The XXXX covered my bills and mortgage every month while it lasted. After my disability was discontinues I called my mortgage company to explain to them what was going on to try to ask for help. They sent me to loss mitigation package and told me to fill out the forms and return. I begin filling the papers out on XX/XX/2018. I did what I was told and returned them via email just like they told me to. I called to check my status and it was strange that they would tell me that one or more of the forms were missing or I didnt sign one or more of the forms. I thought this was a little strange. I always made sure that I returned everything just the way they asked me to and put my loan number on them also. On XX/XX/2018 a young lady by the name of XXXX told me they could not open up the attachments that I sent in the email. I asked her why not and told her that was strange. She couldnt answer me and stated that she would resend the documents that I needed to sign. I called right back to get a fax number and spoke with a young man named XXXX. He gave me XXXX, but I learned that this number was not the correct fax to send the papers to. On XX/XX/2018 I called XXXX XXXX and spoke with a XXXX XXXX. I asked the question once again, why couldnt they open the email, and she stated she didnt know. I told her that was mighty strange. She also stated that she would resend all the paperwork I needed via email, and she did and told me to send it back to her email. I asked her to send it to my daughters email and she did. She stated that they did not receive my hardship letter, the income sheet and one unsigned document. I resent the papers to her email but she never sent anything back stating whether she received the papers or not. So I said to myself she much have received them. On XX/XX/2018 XXXX XXXX called me and I spoke to a young lady named XX/XX/XXXX from XXXX. She stated that they hadnt received the forms that were missing. I told her I sent them on XX/XX/2018 to Mrs. XXXX XXXX email. Mrs. XXXX stated Mrs. XXXX was out of the office today after I inquired to speak with her. We hung up and I called right back because something just didnt seem right. XXXX # XXXX was on the other end and I told her I would call back the next day to speak with XXXX XXXX. On XX/XX/2018, I called XXXX XXXX @ XXXX and spoke with XXXX again. I asked to speak with XXXX XXXX to inquire about my forms that she told me to send to her email. XXXX then stated that they were not supposed to have anything sent to their email. Whitney stated that she herself had received all the information from Mrs. XXXX that morning because Mrs. XXXX got to work earlier than she did ; whatever that meant. Then XXXX put me on hold and when she returned, she gave me 2 email addresses to send my documents to. I thought this was strange also. This has caused so much mental anguish for me. The emails that were given to me were XXXX and XXXX. We hung up. I called right back because I geld as if they were giving me the run around and treating me like I was just a number and not a human. This has caused me so much mental anguish that I can not even sleep or eat. All I wanted was some help and I havent gotten anything. So I called back and XXXX answered the phone and I stated that I needed to speak to XXXX XXXX and then I was put on hold. A young lady by the name of XXXX # XXXX came to the line and stated that she was XXXX XXXX boss. I told her I needed to speak with XXXX but was never allowed to do so. I explained to XXXX how I felt about the whole situation and she begin to get an attitude, I heard it in her voice. I told XXXX about their poor customer service and all I wanted was an apology and she said apology for what? I stated to XXXX that I needed to speak with her boss. I asked her their name and she said XXXX. I said thank you and hung up. I called right back and XXXX XXXX answered the phone and I told her I wanted to speak to XXXX, and I explained to her how I never missed a payment on my mortgage out of 3 years I have been in my house. I said I guess that doesnt mean anything to you all. I heard her say we dont do favors mam. That was a slap in my face. Then she put me on hold and a man named XXXX picked up the phone and stated that he was XXXX counterpart and he wanted me to explain what was going on as if he didnt already know. So, I went along with it and explained to him how his coworkers were coming off as if I was a nobody. He did apologize whether he meant it or not, and told me XXXX was in a meeting and he couldnt speak with me at the moment. I demanded I speak with XXXX and I said I didnt care if it took a whole month to speak with him. XXXX stated that he would resend the papers because they could not open the email. I said to XXXX All of a sudden you all cant open up the email. He said that he tried to open the attachment and it would not allow him to. So he told me to send the forms to his email at XXXX. On XX/XX/2018 my daughter sent the forms back via email to XXXX and later he sent an email stating that he received the forms. He also stated the reason they could not open the email was because my forms did not have my loan account number on them. WOW!!! XX/XX/2018, I received a certified letter in the mail stating that my mortgage is in default and they need to speak with me face to face, and to give them a call to make an appointment. So I called XXXX XXXX on XX/XX/2018 at XXXX and spoke with XXXX . I told her I was calling to set up an appointment so they can speak with me face to face, and she put me hold at XXXX. When she returned, she said that XXXX XXXX will be reaching out to me to schedule a face to face appointment. Keep in mind they are the same one that sent me the certified letter to call them and make an appointment. More mental anguish. On Monday XX/XX/2018, XX/XX/XXXX called me at XXXX, I missed the call and they left me a message and said to please return their call. I called back and the auto messenger said that XXXX XXXX was experiencing high call volume and my wait time was approximately 10 minutes. If I wanted to receive a call back from the next available operator, please leave a call back number and I did. At exactly XXXX minutes later, I received a phone call from the woman who I had been trying to speak with since the XX/XX/XXXX, Miss XXXX XXXXXXXX. WOW!!! No apology or anything, shame!!! Mrs. XXXX stated that no more documents were needed, that my load was sent to an underwriter on the XX/XX/XXXX, and they have 30 days to go to HUD to make a decision on the XX/XX/XXXX and that she will be talking to me on the XX/XX/XXXX. No remorse or telling me that they are trying to help me in any way!! WOW!!! I still have not heard from anyone saying that they are going to help me. I forgot to mention that on XX/XX/2018 they sent another certified letter stating and showing the total I must pay before XX/XX/2018. WOW!! Still no offer to help!!! I feel helpless. All I was asking is for them to give me some assistance and explain to me my options for the situation that Im currently in, and now they are making me feel like I am the villain. Lord help us, PLEASE!!!!! Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-05

Glen Ellyn, IL

Trouble during payment process

Mortgage: VA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-05

San Jose, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have been struggling with my mortgage company which XXXX is the servicing company and Lakeview is my lender. They gave me hard time to short sale my house with them. As my agent had reported and got the offer to them. They took over 4-8 week to processing each single pieces of information they requested. They also keep changing mind on the offer. The property is never changed pending from XXXX XXXX XXXX ( XXXX ) as I instructed the agent not to do so. However, they never consider anything for my sale and pushing me to foreclose the house. Their information is not corrected at all as I have told them. They never want to help and just want to foreclose my house without any help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-04

Cartersville, GA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-03

Windsor Castle, PA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-30

Las Cruces, NM

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-29

CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: Lake view is subservicing for XXXX XXXX. I have a property tax exemption that is on my account with the county assessor. Lake view and XXXX have refused to change the escrow account. They issue refunds once a year but, refuse to refigure the amount due monthly. This month I tried to have the overage of escrow of about {$1800.00} applied to my mortgage for coverage of a payment that was due. They refused to allow me to use the money. I am paying approximately {$160.00} a month too much in escrow and they refuse to recalculate. I had to scream for them to wave the late fee as they transferred the loan to Lakeview and Lakeview processed a payment anyway without authorization. Please refund my {$1800.00} and recalculate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-27

Amity Harbor, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-26

Amarillo, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-26

Santa Fe, NM

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-23

Blackbird, DE

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Hello, My name is XXXX XXXX and I am writing in regards to recent change in my Escrow right away after my lender XXXX XXXX XXXX sold my Mortgage to Lakeview Loan Servicing LLC. My loan is a fixed rate mortgage. The home was purchased through XXXX XXXX XXXX XXXX with Settlement Date of XX/XX/2018. They recently sold my Mortgage to XXXX XXXX XXXX and my first payment was due XX/XX/XXXX. Before this sale of mortgage to Lakeview From XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, I made payments of agreed Settlement to XXXX XXXX XXXX even though XXXX XXXX States they purchased Mortgage on XX/XX/XXXX. During the time After settlement up until XX/XX/XXXX my mortgage remained the agreed cost. Suddenly, after paying my XX/XX/XXXX mortgage ( which I paid early to the new lender Lakeview ) I was informed my Mortgage payment was being increased due to incorrect calculation of the Escrow. I have not even had the house for a full year. The inspection of the home was performed a week before settlement. All figures we're calculated at that time. A month later the Mortgage Company XXXX XXXX came to the home and reinspection of the home was performed by them and the amount of insurance cost remained the same no changes. The county and State taxes have not increased since the purchase of my home on XX/XX/2018. I have no way of finding out how this new lender has come up with these figure. I have contacted both XXXX XXXX XXXX to try to find out and they don't understand why this has happened either. I would like this to be investigated further. I believe that Lakeview Loan Servicing is performing fraud against it's customer by purchasing their loans then increasing their payments and claiming it is a result of under charging in Escrow. I have provided the following documents to be researched. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-20

Wann, OK

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-17

Falls Church, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-14

UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I submitted an official appraisal done on my home to prove our Loan to Value is good enough now to have the PMI removed from our payment. The company refused my appraisal, told me I had to pay for one of their appraisals done. Sent me a letter stating I had to send them an official check in the amount of {$420.00}, which I did. Once they received the check, they mailed me another letter stating that now I owe {$200.00} more dollars to get their appraisal done. I have followed all of their instructions on how to get this done and they keep dragging it on and changing what I have to do. Why did they not send me a check list of exact steps from the beginning. They told me I have a 90 day window to complete this but they take 3-4 in between responses and wasting my 90 days when I comply with their demands right away. I started this process in XXXX and I am running out of time. They are not making this process simple or helping me to get this done. I have done my part and they will not do theirs. I have never been late on a payment in 2.5 yrs, ever!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-13

Knoxville, TN

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Sent in my escrow shortage along with the payment coupon that told what the payment was for and they applied it elsewhere. I have called several times over 2 week period and they keep saying they are going to fix it but it has not been fixed yet to display the proper mortgage payment amount. Also in the past I mailed in my mortgage payment and the funds where in my bank account. They said the funds where not in the bank and charged my a NSF fee. My bank didn't even charge me a NSF fee because the funds were there. I even went to my bank to get proof and sent it to them and they still tried to say the funds where not in the bank so they could get a {$30.00} fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2018-11-10

Tacoma, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-09

Cheverly, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am writing to you about the above-mentioned loan. I am attempting to resolve the delinquency of the mortgage and to address the denial of assistance we have received from XXXX without explanation. We have been attempting to mitigate damages for the past seven months to no avail. Time is now of the essence as we have received notice of the intent to foreclose as of XX/XX/XXXX. The letter which was dated XX/XX/XXXX advised that in no less than 45 days from the date of the letter, you intend on filing the foreclosure. For that reason, it is imperative that we resolve this matter immediately so my family and I may keep our home while bringing the loan current. The following is a brief timeline on our attempts to secure assistance and cure this delinquency : XX/XX/XXXX - I initially contacted XXXX and spoke with a representative about assistance options to reduce our mortgage due to loss of both hours and employment. During this conversation the representative advised me that he would send me a loan modification packet to be returned to the Loss Mitigation Department. He further advised that the process would take 60-90 days from when you received a completed packet and that during that time we would not have to worry about making payments. Upon receipt, we immediately returned the packet. XX/XX/XXXX - After not receiving communication of any kind from XXXX regarding our application, I contacted the Loss Mitigation Dept. on this day and spoke with XXXX XXXX who advised me the paperwork had in fact been received and uploaded into your system. XXXX further stated that at this point no further action was necessary on our parts and no one had been assigned the file as of yet. He advised to await further instructions and if additional information was needed, it would be requested. XX/XX/XXXX - I started new employment with XXXX XXXX XXXX XXXX XXXX at which time I contacted XXXX that same week because I was still receiving collections calls which we believed would stop while our modification was being worked on despite not receiving any follow-up communication on it. During this particular call I was advised we would still receive collections calls, as well as negative credit reporting until completed. Meanwhile, I learned that you, XXXX, had been assigned the file and was transferred over to speak with you. Due to you not being available, I left a message for you asking for a call back to discuss any updates and options. A week later we received a letter dated XX/XX/XXXX acknowledging the receipt of the request for modification and the company would be in contact. Shortly thereafter we received another letter dated XX/XX/XXXX stating that although we may be experiencing a hardship, we did not qualify for a modification at this time. The letter failed to inform us as to why our family was denied assistance nor what further steps needed to be taken except to make the payment in full. On or about XX/XX/XXXX - I contacted XXXX and yet again requested information as to why we received the denial and what other options were available to us. Still no information was provided and I was again transferred to you and left a message making the same request for an explanation. XX/XX/XXXX Considering we still had not received a return call from you, nor any communication from XXXX period, we were left with no known option but to search for outside alternative solutions to assist with keeping our home. I contacted two resources that claimed to assist with stopping foreclosures, XXXX and XXXX XXXX XXXX. However, they both requested money to assist with submitting a loan modification, claiming that most loan servicers choose not to deal with consumers and will opt to foreclose rather than modify the loan to keep the home. That concept was difficult to accept as wed like to believe that XXXX wants us to remain in our home which is more advantageous for the servicer once were able to become current and resume making our payments moving forward. So we opted not to use their services as we can not add on additional debt to the mounting one we have with our mortgage. Besides, we know that we dont have to pay to get a loan modification and our servicer has an obligation to work with us to attempt to mitigate damages on both ends. At the very least, we are owed an explanation for the denial and what options remain. On or about XX/XX/XXXX - After declining XXXX and XXXX XXXX XXXX, we then contacted a resource from the loss mitigation packet that XXXX originally sent at XXXX. In response to our inquiry, we were contacted by XXXX XXXX from XXXX XXXX XXXX XXXX. XX/XX/XXXX - Ms. XXXX called and gathered additional information about my familys situation and what we were hoping to accomplish. I advised Ms. XXXX that we want to keep our home as this is where my husband and I are raising our XXXX children. I further advised Ms. XXXX that we had contacted XXXX in XXXX of this year to request a modification and was denied without explanation as to why. Ms. XXXX informed us that she has encountered this scenario before and would re-submit an application for modification to XXXX. This was now the third time my family and I were informed that we may potentially lose our home due XXXX lack of cooperation. We immediately submitted the application via Ms. XXXX. XX/XX/XXXX - Ms. XXXX advised she had reviewed our file and our income needed to be clarified. I informed Ms. XXXX that our family receives additional income assistance from various sources such as child support ( as an example ) and would provide supporting documentation to be submitted with the request. That documentation was then personally submitted to her as of XX/XX/XXXX at which time I was advised that this was all I needed to do. Despite this all occurring two months after our initial meeting, we remained optimistic as this was the first time someone had gotten back to us regarding our application and it appeared we had some movement. XX/XX/XXXX - Prior to this date we had not received any communication from Ms. XXXX, however that was not a concern considering weve been repeatedly quoted the 60-90-day turnaround time. Meanwhile, weve now received the notice of intent to foreclose which prompted an unsuccessful urgent call to Ms. XXXX. Since that time all attempts to reach Ms. XXXX by email, phone, and in person contact have failed. She has neglected to respond to any of our efforts and we have no further information as to the status of our request. As of this writing, neither XXXX or anyone from XXXX XXXX XXXX XXXX has responded to our repeated requests for information and assistance. We started this process by contacting XXXX on XX/XX/XXXX to no avail. We have followed all instructions and cooperated with XXXX, even soliciting a recommended resource, however we are no closer to resolution than when we started. Its now seven months later and were still guessing at why weve been denied a mod, assuming the most common reason for denial is debt to income ratio based on our research. In closing, we are requesting the following : XXXX specific denial reason from XX/XX/XXXX Confirmation of the re-submission of our modification request via XXXX XXXX XXXX XXXX and its status How to properly advise you of an additional change in circumstances as we have secured a boarder. However, because we have not been informed as to the reason for our denial and what we can do to cure it, we are unaware if we will need an additional boarder or not. As an FYI, we are able and prepared to take on a 2nd border but only if needed Again, I can not stress enough that time is of the essence as we are trying to avoid foreclosure and we need your assistance to do so. We experienced a severe hardship ; however we are now recovering from it and are able to resume modified payments. It is our sincere hope that you, on behalf of XXXX, will work with us so we may save our home. We look forward to your response and anticipated cooperation. As to date the response from XXXX does not include any data used for a denial and also does not address the specific questions outlined.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response