To better serve our clients and provide a quicker response to client status requests, we are happy to introduce the KEL Client Portal. This portal offers an inside look at the activity surrounding your case with the most recent status update, frequently asked questions (FAQ) and easy access to uploading necessary documentation. The KEL Client Portal can be accessed on this page or by going to portal.kelattorneys.com where clients can enter their personal username and password to gather case information.
Please keep your username and password in a safe place. If you ever feel that your information has been compromised, contact our Client Services Department and we will send you a new password.
A Fast Way to Get What You Need
This web-based system will not replace personal contact with clients but will ensure more assistance in obtaining status updates. While our Client Services Department is always available to respond to emails and phone calls, the KEL Client Portal will be the quickest method available to answer questions and see the most recent activity on a case.
In an effort to improve communication with clients and answer questions regarding the firm and process surrounding a file, a Frequently Asked Questions (FAQ) area is now offered. This will supply clients with an overview of KEL’s processes and procedures as well as immediate answers to questions that many clients are asking.
Always Protecting your Interests
To ensure that all client documentation is safely received, the KEL Client Portal will allow users to upload requested documentation into our secure online system. The privacy and security of our clients is of great concern and therefore this information will only be accessible to the professionals assigned to the case. We are confident that this new service will provide a quicker, more effective method of delivery for our clients.
Our goal is for clients to have up-to-date information as our professional teams strive to put your best interest first. While this service is to better inform our clients, it is not intended to remove personal contact from the process. For a more detailed update or an emergency situation, please do not hesitate to contact the Client Services Department for assistance.
Why is my lender requesting documents I’ve already sent to your firm?
It is quite common for banks to request paperwork multiple times. This happens for two main reasons. The first reason is that banks often lack proper channels of communication among their various divisions. In other words, just because we send the proper documents to your lender does not mean your lender has properly forwarded those documents to their many divisions. The second reason this happens is that banks are so backed up that by the time they get to your documents they are already outdated and require you to fill out the documents again regardless of whether or not your finances or circumstances have changed.
What if I am not satisfied with my legal services or have a complaint?
While every law firm receives complaints, our firm maintains a strong record of less than one half of one percent of all clients issuing a complaint against our firm. We take complaints seriously, and conduct a full investigation of each complaint that we receive. Most of the time, our firm is able to work with our client to resolve their complaints. If you have a complaint or you are not satisfied with our services it is best to call our client services division at (888) 238-2686 extension 7200. Our client services division may be able to provide you with additional information to help you better understand your case.
If I am denied for a loan modification, can I switch my service to another area such as short sale or foreclosure defense?
Yes, if you are denied for a loan modification, or simply wish to switch services, you may contact our firm to discuss other options. Most of the time you can do this without any additional fees, provided you have time remaining under your twelve month contract.
How long does it typically take KEL to return client phone calls?
KEL’s employee policy is that every employee is to use their best efforts to return all phone calls within 48 hours. If you are not receiving returned phone calls please contact the client services department so that they may assist you in having the appropriate person call you back. The client services department can be reached at (888) 238-2686 extension 7200.
What do I do if the bank sends me an offer in the mail?
If your banks sends you an offer you should immediately contact our firm so that your attorney can discuss the offer with you and assist you in making a decision as to your next steps in your case. Please understand that these offers are time sensitive and require immediate attention.
Why am I receiving calls from my lender stating they do not have notice of representation?
It is very common for our clients to receive a call from their lender in which the lender states they do not have notice of representation. This can happen for a variety of reasons, but the most likely reason is that your lenders lack of organization has failed to properly note your account.
If this happens to you, it is very important that you take down the name of the representative, the time of the phone call and the phone number from which they called; and call our firm immediately. You may be entitled to monetary recovery if your lender has continued to make calls to you after we have sent a notice of representation.
Why can’t I just pick up the phone and call my attorney?
Our law firm is set up to provide high quality legal services in the most cost effective manner to our clients. Because our clients are not billed hourly, our attorney’s time is used more efficiently by working primarily on files. In the event that your attorney needs to speak to you, they will contact you. If you would like to speak with your attorney about your case please email your attorney your request and they will do their best to call you back within 48 hours. Please remember that for every moment our attorney is on the phone with you, they are unable to work on your file. If you have a question about your case or want an update it is best to call our client services department at (888) 238-2686 extension 7200.
Why can’t you guarantee results?
KEL will not guarantee legal results because there are no guarantees with litigation. KEL will work diligently to ensure the best possible outcomes for our clients.
How long does it take before banks typically make decisions regarding loan modifications?
Unfortunately, there is not a clear answer to this question. The decision is ultimately up to the bank. KEL does try to minimize the wait time as much as possible by working with our clients to properly submit all required documentation to the banks in a timely manner.
Why does is it seem like there is a new person assigned to my file every few weeks?
Because there is! KEL has a system which utilizes the skills of highly specialized legal professionals to handle specific aspects of your case. As your case progresses, it will be reassigned to another member of our legal team who is better qualified to handle your case at its new stage.
I received a summons for foreclosure while under retainer with KEL, what do I do?
Unfortunately, simply hiring an attorney will not prevent your lender from pursuing a foreclosure action if you are delinquent on your mortgage, even if you are in negotiations with your lender for a loan modification. However, already having an attorney puts you in a much better position to respond to the summons, and use affirmative defenses to contest the foreclosure action. If you are served while under retainer with KEL be sure to contact our firm immediately.
How can I be a caller on the Under Oath Radio Show?
If you have a legal question that you would like Matt Englett to answer on air, simply go online to www.underoathradio.com and click “ask a question.” If your question qualifies, and most do, a producer from the show will contact you and make arrangements.
Why do I have to renew my services if my case has not been resolved?
KEL retainer agreements offer unlimited work on the file for a period of up to twelve consecutive months of service. If the file reaches the twelfth month, and a resolution has not been reached we offer our clients the ability to renew their contract with KEL, and extend services. If you are interested in speaking to us about renewal please contact your renewal specialist.
Why hasn’t anyone called me with updates regarding my case?
Litigation typically moves slowly. Many weeks, sometimes months, may pass without any changes occurring to your case. This is often due to KEL waiting on responses from other parties such as the lenders and courts. KEL typically will not call a client to provide an update unless a reason arises that would require KEL to get in touch with the client such as: a request for an update, a need for updated documents, additional information, or to discuss an offer.
How can I receive updates on my case?
KEL offers several ways to receive updates on your case. If you wish to call the firm to receive an update you can call our client services department. They are an entire department committed to taking calls, inquiries and providing updates to our current clients. The client services department can be reached between the hours of 8am-6pm Monday through Friday at (888) 238-2686 extension 7200. A Client may also receive updates by logging in to the client portal. The client portal is available 24 hours a day, 7 days a week and contains an updated list of events which have taken place on your case. Clients may log into the client portal at portal.kelattorneys.com
