I received a letter in the mail in October saying that my loan was to be sold to Impac/Countrywide. The letter told me where to send my first payment and the account to be credited. I use a bill pay service through my bank so I made the changes accordingly. My first payment cleared my account on November 7th. Later in the month, I did receive my first statement from Impac/Countrywide. The statement said that my payment for November was never received. I called and they said they would open up a work order because this happens all the time when loans are transferred.
In December, I made my payment and it cleared my account on about the 5th. At the end of December, I called to find out where to send my insurance claim check for $30,500. I had damage to my roof from Hurricane Wilma and when the insurance company cuts the check they will send it to you and your mortgage holder. This is when I learned that they had not located my missing November payment oh, and by the way, they had no record of me ever calling in November and reporting a lost payment. I therefore had to open up another case to have them find my payment.
I sent the January payment and it cleared my account around the 5th.in the meantime, the insurance check that I sent them, they cashed on the 25th.
I received a phone call on January 30th. This lady told me that my loan was being transferred to ASC in 2 days and that I would need to open up the work order with them so that my missing payment could be located. I was devastated. I could not believe that my first payment to them had not been resolved. She told me that the reason the company had not called or sent delinquent letters was because she had flagged my account.
I knew then that this transfer was going to be a problem. Not only was the missing payment going to be a problem but also the $30 thousand dollars that they have on behalf of insurance claim.
Since I received no letter telling me that the loan was being transferred nor where to send the new payment, I sent it to Countrywide and it cleared my account on February 1rst.
I contacted ASC in the early part of February and they informed me that they had not received a payment from me for the months of January and February. I asked them to open up a work order and find out where the payment was that was made to Countrywide on February 1rst. They told me that I would need to contact them myself and ask them to forward my payment which was made in February.
I began to make calls to Countrywide sometimes 3 or 4 times a day, every other day. They could not provide me with information as to where the February payment was, where the November payment was nor where the thirty thousand dollars was. They would say stuff like, "it must have been forwarded because I don't see anything here." Of course when I would contact ASC they did not have anything. They would not let me speak to anybody in charge and unfortunately, my issues were over thier heads. Somebody needed to get involved. EVERYBODY was nice... But not at all helpful. They would say they would call me back. Nobody ever callled back. And it was impossible to get the same person twice.in all the calls I made, and I made so many, I never spoke to the same person twice.
Out of sheer frustration, I finally contacted the Countrywide corporate office. I was able to get someone whom I thought would help and I am still waiting on resolve. Since then, she was able to find the February payment and get that forwarded. She still has not been successful in getting the 30 thousand dollar issue resolved nor has she found my November payment. I faxed her my bank statemnet up until December. She wanted to make sure that the payment for November was not credited back to my account. I told her that I would fax every statment up to the current date, if need be. I am still waiting.
Now when I call ASC, I am treated like s*. They talk bad to me. They act like I am some delinquent. They asked me why I fell behind. I told them, in 10 years of making mortgage payments, I have never fallen behind. They are unsympathetic and I told them that I had no intention of making another payment to cover the payment that was lost. I don't see them trying to contact Countrywide!
I do continue to make my payments as scheduled but I am thoroughly frustrated and don't know what to do.
-d
Dee
Pembroke Pines, Florida
U.S.A.
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