Servis One, Inc. Mortgage Complaint

Servis One, Inc. Mortgage department,

Conventional adjustable mortgage (ARM) Loan modification,collection,foreclosure Virginia

This complaint is against BSI Financial. I applied for a mortgage loan in - - that took more than 9 months to be reviewed. I inquired weekly to confirm my application was complete, however, BSI failed to communicate efficiently, despite numerous emails inquiring if there was any additional information needed to complete the loan application. This was a very - time due to being behind on my mortgage. I attempted to inform my customer service representative my financial situation [ i.e., income ] had improved since the initial application. I finally received a denial letter, however, it did not provide sufficient information regarding why my modification request was denied. I appealed this decision and never received a response to my appeal. I was advised to reapply and provide updated financial information. I reapplied for a loan modification in - -, this time with a consumer advocate. All the documents were submitted at once to circumvent any delayed delivery. My consumer advocate called several times and left messages inquiring about the status of my new request and no phone calls were returned. Today, I called [ - - ] and requested that I speak with my BSI customer service representative. She


and me on the phone for over 40 minutes. My specific request was for the amount of debt that was reported in the initial application and the amount of reported and verified income. I wanted to understand WHY my initial application was denied. When I reminded the representative that I wanted these responses a part of the recording, she quickly ended the call. My complaint is specifically related to the following : 1 ) lack of timely communication ; 2 ) failure to respond to my request for a qualified written response as outlined in my appeal ; 3 ) receipt of a demand letter during an active modification application process. I have the name of the specific customer service representative who rudely ended the call. I never indicated that I was recording the call. The representative did. I simply restated that the call was being recorded. I believe the representative mistook me to say that I was recording the call. I am gainfully employed with sufficient income to pay a reasonable monthly mortgage. I believe this matter needs investigation from the CFPB to ensure my rights are not being violated.