On August 28 I paid Mortgage Help $2,995.00 to obtain their services in securing a mortgage modification. Upon submitting payment, I received a certificate of guarantee stating that "If for any reason, we cannot obtain forbearance or a loan modification, we will refund 100% of the fee paid to Mortgage Help."
On December 1st, a negotiator named Cindy Bohn informed me that Mortgage Help would not be able to obtain a modification on my behalf and she advised me to request a refund via e-mail. I did so, and then waited. I called their offices on January 5 to request an update on my refund status and was asked to resubmit the request to a different e-mail address. On January 7th, I was contacted by an executive assistant, Hailey Johnson, and assured that my situation was receiving proper attention.
Since then, I have called many times but I still have not received a definitive answer on when (or even if) I can expect my refund. I have been very patient, but I feel that 90 days is more than sufficient to review my file and determine that a refund is called for.
On April 19th, I send Mortgage Help a letter via certified mail describing my problem and asking them to respond within 14 days. I also informed them that if I did not receive a satisfactory response, I would be filing complaints with the Better Business Bureau, the Arizona Attorney General's office and the Utah Division of Consumer Protection. The letter was signed for on April 21st, and they have not responded at all. I have filed all of the complaints as promised.
Be aware that if you use this company's services, they DO NOT HONOR their guarantee.
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