Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were behind on our mortgage and seeking help to get back on track with payments and I spoke with this company they were what seemed very helpful and told me that if I sent the money I had I was going to be considered in what was a safe haven and the bank couldnt touch the house as long as I met the requirements and did follow up with everything they needed and I kept calling asking for updates and what I needed to do next if anything and they said each time it was right on track and it takes time only to drag their feet to 6 months where they then informed me I didnt meet the requirements anymore and they dont give refunds of anything after 6 months so I was just out the money that I sent under the impression it was intended to go towards my mortgage and to keep my home. I obviously didnt know much about these things and I feel it is awful they can get away with misleading someone in my position that was desperate and they took advantage of that. Im not sure that I can do much about it but right now we still owe fees on our mortgage due to the legal fees acquired during all of this. Luckily we were able to get a loan from a family member to keep from losing our house. But that money they refused to give back is quite a chunk of money and we still very much need it to get us out of the hole we got in some of which was because they kept telling me not to send any payments while in this process with them. I have all my paperwork that shows what was paid and what they sent me to fill out I just found out that I could file this with you guys. And I pray I will get some good news from doing so.

  

  Business Response

  Date: 03/21/2025

  This response is to the complaint by Mrs. ******** we would like to provide information to help address the complaint and also help others understand the process of a hardship program while respecting Mrs. ********* privacy. Mrs. ********* lender requires that a borrower in hardship must be able to prove a change in circumstances which she could not provide. In addition to that, there are several points in the process that we needed to update the lender with information and documentation and she did not respond within the 3 day time requirement. Hardship programs have requirements which are clearly stated by our organization and all licensed lenders, if these requirements are not met the lender and our organization cannot complete hardship program assistance. Mrs. ******* was in breach of contract with her Lender and our organization at several points during the process. Despite these circumstances, we as an organization do our best to work in good faith and have made several attempts to contact Mrs. ******* via phone and email  to review the refund policy and offer additional assistance. We have had no response from her other than this complaint which we formally dispute.