Keep Your Home California

Initial Business Response / [redacted] (1000, 8, 2015/11/23) */ We have spoken directly with the homeowner and resolved this matter Initial Consumer Rebuttal / [redacted] (4200, 11, 2015/11/23) */ I did recieve a call from [redacted] from KYHC but she was just calling to see if I had any questions but I guess she was calling about my compliant? I simply told her if htey approved me for the program than I should have been approved but since Nationstar sent KYHC income figures showing I dont make enought to keep my home I was denied from KYHC for 100,to reduce my mortgage payments Final Business Response / [redacted] (4000, 13, 2015/11/23) */ Again, we spoke directly to the homeowner and there is nothing more we can do at this timeShould circumstances change, the homeowner is encouraged to reapply

We are currently in direct contact with the consumer and are working with them to resolve this matter

Initial Business Response / [redacted] (1000, 8, 2016/06/07) */ Keep Your Home California is a federally funded, State administered foreclosure prevention programOur programs have helped over 63,California homeowners avoid foreclosureWe have an effective management and oversight structure in place and a well-defined and robust process for homeowners who wish to escalate a complaintWe take our mission, and our customer service standards, very seriouslyOur programs have requirements and documentation is required from every applicant in order to determine eligibilityOur records indicate that we worked diligently with this homeowner in an attempt to qualify her for one of our programsWe are sorry that this homeowner found our process too cumbersome and our customer service not to her satisfaction Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do NOT accept KYHC's responseTheir response is indicative of the issues I have with KYHC and the double talk or avoidance of addressing customers' concernsFor one, they never worked diligentlyIn fact, as of today, they are still requesting additional documentation from me which I provide every single time they request more information from meSecondly, apologizing for the misguided fact that I found the "paperwork too cumbersome" is another indication of how dismissive KYHC seems to treat customersI never complained about the paperwork being too cumbersome! Nor have I complained about the amount of paperworkMy complaint is with the fact that they practice stall tacticsIf there is paperwork for everyone and it's a consistent program with oversight, it seems as though they should be able to tell customers upfront the paperwork they needAdditionally, if there is more documentation needed to complete the file, why not inform the customer as soon as possible? I know it's a stall tactic due to two concrete reasons, for one, several customers have the exact same complaint; secondly, I've been through the process more than once and after the second time, I prepared ALL of the information they requested the first time so as to shorten the processing timeI did this because I was told that although my file was complete, I missed the deadline to get everything in! I missed the so called deadline by hoursI disagreed because I was waiting on my home specialist to return my call, and I tried to reach her dailyWhile waiting, I guess my file closed due to timely submission of docsInterestingly, when my file closed within less than hours, and I resubmitted al of the documentation, that still made no difference in processing my fileAfter a while it seemed as though they started making up documentation to requestThey asked me to prove how I paid my utilities or locate the payment on my bank statementStrangeI sent in copies of the bill, what difference does it make if I paid the bill in cash, borrowed the money, used a credit card or my bank account? Two weeks ago, I finally heard from a supervisor and director, I believeThey also requested information, which I sent the very same dayThen they asked me to sub,it the same documentation with different information, I provided that document the very same day as wellI have yet to hear anything and that was a week ago! Now, once again, I'm outside the time frame so I'm sure they'll make me start all over and resubmit the same information again if I move forward with them! Lastly, it's not about customer service being to my satisfaction, it's about responding to customers in a timely manner since the process is time sensitive; it's about telling customers upfront about required documentation; it's about not making up documents or "letters of explanation" for random things; it's about not wasting customer's time when you have no intent to help them; it's about consistency, oversight and accountability; it's about not closing customers' files after a time frame when they know the customer has questions, has reached out and they haven't responded in a timely mannerDon't make the customers pay for the representatives lack of follow through! This is a very difficult ordeal for anyone to experience, if KYHC is a service agency, provide the service as best as possible, but don't blame customers for the negative experiences they've had with KYHCWe couldn't all make this up! Too many people have the same complaintI'm not alone in this so to try to respond to my complaint with a blaming apology shows the level of integrity and level of commitment this agency has to customer service, but most importantly, to providing the service they claim they provideOh, one more thing, KYHC says they have a "well defined and robust process for homeowners wishing to escalate a complaint", well perhaps they should publicize this process for all customers at the beginningBetter yet, how about sharing with myself, others and Revdex.com if the complaint process is in place for homeowners? Instead of the apology, I would appreciate knowing the complaint process and procedure to escalate complaints, including, but not limited to, contact name, address, phone, fax, email; any necessary complaint forms; specific time frame of filing complaint and when homeowners can expect a response; info on how complaints are handled and who reviews complaints; a policy against potential retaliation for those customers who would like to escalate their complaints; and maybe even suggestions for potential solutions/remedies of complaints! An agency that takes their duties seriously will usually have this procedure and process in place and they share it as soon as there is interaction between the twoI would be willing to give them the benefit of the doubt had they address d some of the REAL concerns in my complaint and provided the info necessary to escalate my complaint within the agency!

We have previously responded to a similar complaint from this consumerAt this point, the consumer seems to be attempting to conduct a public dialog, through the Revdex.com, concerning private informationTo protect the consumer's privacy, we are not respondingThe consumer has regular contact with,
and full access to, a customer service team willing to answer her questions and work with her to resolve her issues

Initial Business Response /* (1000, 5, 2016/01/27) */
The homeowner was sent a letter on 1/12/explaining their eligibility statusWe attempted to call the homeowner the same day but were unable to make contactIf the homeowner wishes to discuss their application further, they should contact
our processing center at XXX-XXX-XXXXIt is best if they have their homeowner identification number when they call

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12166922, and acknowledge that they have indeed established direct contact with me to
address the complaintI will keep you updated on any and all developments in their resolution efforts. Thank you.*** ***

Initial Business Response /* (1000, 5, 2015/11/09) */
We are in contact with the client and have explained the issues precluding her from being approved. She said that she understands and will work with her Loan Servicer and possibly apply again later.
Initial Consumer Rebuttal /* (3000, 7,...

2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think that they have the option to help based on the information that is on the website for keep your home california
Final Business Response /* (4000, 9, 2015/11/18) */
Keep Your Home California is in contact with the homeowner and has explained our decision in this matter. The homeowner has been provided with a specific contact in our Escalation department should circumstances change or future issues arise.

We are currently in direct contact with the consumer and are working with them to resolve this matter.

The CalHFA Mortgage Assistance Corporation is in the process of responding directly to the consumer regarding this matter.

Initial Business Response /* (1000, 8, 2016/06/07) */
Keep Your Home California is a federally funded, State administered foreclosure prevention program. Our programs have helped over 63,760 California homeowners avoid foreclosure. We have an effective management and oversight structure in place...

and a well-defined and robust process for homeowners who wish to escalate a complaint. We take our mission, and our customer service standards, very seriously. Our programs have requirements and documentation is required from every applicant in order to determine eligibility. Our records indicate that we worked diligently with this homeowner in an attempt to qualify her for one of our programs. We are sorry that this homeowner found our process too cumbersome and our customer service not to her satisfaction.
Initial Consumer Rebuttal /* (3000, 10, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept KYHC's response. Their response is indicative of the issues I have with KYHC and the double talk or avoidance of addressing customers' concerns. For one, they never worked diligently. In fact, as of today, they are still requesting additional documentation from me which I provide every single time they request more information from me. Secondly, apologizing for the misguided fact that I found the "paperwork too cumbersome" is another indication of how dismissive KYHC seems to treat customers. I never complained about the paperwork being too cumbersome! Nor have I complained about the amount of paperwork. My complaint is with the fact that they practice stall tactics. If there is paperwork for everyone and it's a consistent program with oversight, it seems as though they should be able to tell customers upfront the paperwork they need. Additionally, if there is more documentation needed to complete the file, why not inform the customer as soon as possible? I know it's a stall tactic due to two concrete reasons, for one, several customers have the exact same complaint; secondly, I've been through the process more than once and after the second time, I prepared ALL of the information they requested the first time so as to shorten the processing time. I did this because I was told that although my file was complete, I missed the deadline to get everything in! I missed the so called deadline by 24 hours. I disagreed because I was waiting on my home specialist to return my call, and I tried to reach her daily. While waiting, I guess my file closed due to timely submission of docs. Interestingly, when my file closed within less than 24 hours, and I resubmitted al of the documentation, that still made no difference in processing my file. After a while it seemed as though they started making up documentation to request. They asked me to prove how I paid my utilities or locate the payment on my bank statement. Strange. I sent in copies of the bill, what difference does it make if I paid the bill in cash, borrowed the money, used a credit card or my bank account? Two weeks ago, I finally heard from a supervisor and director, I believe. They also requested information, which I sent the very same day. Then they asked me to sub,it the same documentation with different information, I provided that document the very same day as well. I have yet to hear anything and that was a week ago! Now, once again, I'm outside the time frame so I'm sure they'll make me start all over and resubmit the same information again if I move forward with them! Lastly, it's not about customer service being to my satisfaction, it's about responding to customers in a timely manner since the process is time sensitive; it's about telling customers upfront about required documentation; it's about not making up documents or "letters of explanation" for random things; it's about not wasting customer's time when you have no intent to help them; it's about consistency, oversight and accountability; it's about not closing customers' files after a time frame when they know the customer has questions, has reached out and they haven't responded in a timely manner. Don't make the customers pay for the representatives lack of follow through! This is a very difficult ordeal for anyone to experience, if KYHC is a service agency, provide the service as best as possible, but don't blame customers for the negative experiences they've had with KYHC. We couldn't all make this up! Too many people have the same complaint. I'm not alone in this so to try to respond to my complaint with a blaming apology shows the level of integrity and level of commitment this agency has to customer service, but most importantly, to providing the service they claim they provide. Oh, one more thing, KYHC says they have a "well defined and robust process for homeowners wishing to escalate a complaint", well perhaps they should publicize this process for all customers at the beginning. Better yet, how about sharing with myself, others and Revdex.com if the complaint process is in place for homeowners? Instead of the apology, I would appreciate knowing the complaint process and procedure to escalate complaints, including, but not limited to, contact name, address, phone, fax, email; any necessary complaint forms; specific time frame of filing complaint and when homeowners can expect a response; info on how complaints are handled and who reviews complaints; a policy against potential retaliation for those customers who would like to escalate their complaints; and maybe even suggestions for potential solutions/remedies of complaints! An agency that takes their duties seriously will usually have this procedure and process in place and they share it as soon as there is interaction between the two. I would be willing to give them the benefit of the doubt had they address d some of the REAL concerns in my complaint and provided the info necessary to escalate my complaint within the agency!

Initial Business Response /* (1000, 8, 2015/11/23) */
We have spoken directly with the homeowner and resolved this matter.
Initial Consumer Rebuttal /* (4200, 11, 2015/11/23) */
I did recieve a call from [redacted] from KYHC but she was just calling to see if I had any questions but I guess she...

was calling about my compliant? I simply told her if htey approved me for the program than I should have been approved but since Nationstar sent KYHC income figures showing I dont make enought to keep my home I was denied from KYHC for 100,000 to reduce my mortgage payments.
Final Business Response /* (4000, 13, 2015/11/23) */
Again, we spoke directly to the homeowner and there is nothing more we can do at this time. Should circumstances change, the homeowner is encouraged to reapply.