Residential Support Group – Consumer Complaint – December 8, 2016

Consumer Statement:

My wife and I received a flier in the mail addressed to my wife claiming they were “Making home affordable” and “Hamp” both government programs. We contacted them because it sounded like something that would save our home.

Residential Support Group asked us for some basic info. After a few moments on hold with RSG, They came back telling us we were approved and that we were lucky because only 85% of request get approved. So the process began and then they say that we need to make 3 payments of $1,006.22 to Residential Support Group. They told us that by making these three payments, it would show that we would be able to make the payment and be in good faith.

After we made the final payment to RSG, all three were on time, BTW. It was difficult to get ahold of anyone at their offices. when I did finally make contact, the person I spoke with was Susan White. She told us not to worry that everything was fine. She told us that a lady named Leslie Castro would be taking over the account. We missed our initial first call with her, however she never bothered to follow thru and give us information on our status with our lender. She was very hard to get thru to and never had any info. for us.

Our account was handed off again without our knowledge. RSG was very unprofessional in every aspect of our experience with them. Turns out, they never even spoke with our lender on our behalf.

Leslie Castro instructed us to send any documents from our lender be sent to her asap. Turns out, my wife and I had filled out and applied for a hardship loan modification thru our lender prior to calling RSG. We never heard anything from our lender, so we went with RSG. On Nov. 10th we got a packing in the mail from our lender with new rates. So we emailed them to RSG as instructed.

Leslie Castro only called once to say that we were approved and our first payment was an amount, due on the 1st of December. So long story short if my wife and I hadn’t called lender when we did. we would’ve lost our home.

RSG was hard to get ahold of once again, only to be treated rudely. they did nothing for us. The offer we got from our lender was because of the hardship application my wife filled out. our lender never dealt with RSG on our behalf. We only want our $3,016.66 back. they say they will send us a refund request but laughed about, saying “good luck”.

Consumer Action Taken:

We confronted them and asked for proof of the things they said they did for us and the lady on the phone hung up saying that she heard enough then, hung up.

Date This Problem Happened: November 10, 2016

State You Live in: California

Race/Ethnicity: White

Age Range: 36-50

Total Amount of Fee Paid: $3,018.66

Company Name: Residential Support Group

Company Address:

1600 Broadway Suite 1600
Denver, CO 80202

Company Telephone Number: 888-665-0905

Website of Company: eliteprocessing.org

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