I have been having difficulties with America's Servicing company also known as ASC for several months. I am a mortgage owner who makes payments each month. I am current in my payments.
I have called ASC to make a payment by phone. The first time I had difficulties I refused to give the collector the date I would make my next payment. The supervisor overrode the requirement. The next time I called to make a payment by phone The collection agent refused to accept my payment because I would not provide him with a date my next payment would be sent in. The collector and his supervisor Barbara Burns insisted that the Investor that held the mortgage required that the date be provided. When I challenged that, they changed the story to: The Investor requires us to ask that question. If you do not provide an answer we cannot go farther with the transaction. For the privalige of making a payment by phone I also am charged $20.00
That same night I called and left a message with Collection Manager A. McDonald requesting that he return my phone call.
After calling the next day. The employee who spoke with me advised me that Mr. Mc Donald was unaware I wanted a return call, which is incredibly difficult to believe as I left my phone number 3 times as well as a verbal request for a return call.
The next day after consulting with their legal department they informed me that the Investor did not require them to ask that question that it is an inhouse policy.
February I again made a payment by phone. I refused to answer the questions that were not directly used as verification of account information.By clearly stating "I will not answer that question." And that payment went through although I was asked when I was going to make my next payment.
Today I recieved a form letter from ASC regarding the recent phone conversation that said I promised to pay the amounts shown below by the dates indicated. I made no such arrangements.
The letter warns that failure to adhere to the dates and amounts indicated below may result in futher collection activity on my loan and affect thier ability to make future arrangements as well as the language stating Late charge assessment and credit reporting will continue to occur until the loan is current. I am current on my loan.
Tonight I called the number provided and Mr. Justin H. Answered the phone and advised me that he would not provide me with his full last name. I gave my account #, I verified the property address, I verified the last 4 digits of my SSN#. Then he asked for my mailing address. I said is this for account verification purposes? He said it is required to continue this call. I said I have verified the account information I will not verifiy my mailing address. I requested to be transferred to his supervisor who was Barbara Burns.
I went through the verification process again. Again she requested my mailing address. I said I will not verify that information. She refused to discuss my account with me. I asked her if there were any other information that I could verify for her to allow us to discuss this letter I recived that indicated payment arrangements that I did not agree to make. Ms Burns declined to speak with me due to the fact I would not verify my mailing address. I said I am holding a letter you sent to the property address. I said are you saying you are refusing to discuss my account because I wont verify my mailing address? Yes she said. I asked for her managers name, then she said she was the manager on duty for the night. I asked for her boss's name and phone where I could leave a voice mail. It was my old buddy Mr. A. McDonald Collection Manager. I have placed a call to Mr. McDonald with my name, account #, phone #, brief overview and a request for a call back.
I would assume from the past that I will again be spending an hour or so of my day on the phone tomorrow as I doubt that I will recieve a call.
I have real concerns about a Mortgage Servicer that has no problem lying to its customers, creating bogus documents. This for a Customer who pays every month.
Has anyone tried contacting the "Investor on their loan and reporting the incredibly misleading and downright lying going on at this company.
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