My mortgage was sold to ASC in 2005 and frankly I did not encounter any significant problems with them (although those automated calls at the beginning of each month were annoying as hell) until early this year.in Feb. 2007 I received a "Final Notice" from the City of Yonkers Department of Finance informing me of a delinquent property tax that was due. The Final Notice went on to say that this matter must be resolved by early May or my unpaid taxes would be sold to private investors at a Tax Lien Sale and forclosure proceedings would begin.
I initially wasn't concerned about the notice since I assumed (my first mistake) that the missing payment they were seeking to collect had probably crossed in the mail or been incorrectly posted. Even so, I immediately contacted the City Tax Department and was told to contact the ASC so they could resolve the matter.
I continued to have a false sense of calm because I'd made all the payments that were due to ASC (which included Escrow to cover all taxes) since they became my mortgage holder. However, I did call ASC's Customer Service at 800-662-5014 and spoke with a very nice Customer Service Representative who said I should simply fax the notice I received to ASC's Tax Department (Fax# 866-286-2088) and they would "Research it" (which she said would take about 2-3 weeks) and the matter would then be resolved. I believed what that "nice" customer rep told me (my second mistake).
I faxed ASC's Tax Department on Feb. 28 outlining the problem and provided them with a copy of the "Final Notice" I received. I also requested that someone in their department get back to me via phone, fax or email to confirm that this matter had been resolved. I actually thought someone from ASC would respond to my problem and resolve the matter (my third mistake).
On March 26 I called ASC's Customer Service, but this time I asked to speak with a Lead Rep and was fortunate to speak with a very cooperative and professional woman named Amber (I think she was located in Florida) who told me that the "research" had been completed but no action had take place as of the date of my call. She was unable to explain why nothing had been done since she could see that I had provided the ASC's Tax Dept. With the necessary information.
Needless to say, I was now getting concerned since the early May deadline was now a lot closer. Amber clearly understood my concern and assured me that she would contact the ASC's Tax Department, get this matter resolved and that I would receive a letter (within a week) confirming that the necessary corrective action (s) had been taken. She went on to say that if I didn't receive the letter after a week had past that I should call back and speak with any Lead Rep who should (according to her) be able to give me the status of corrective actions that were taken. I thought my problem was at last close to being resolved (my forth mistake).
On April 3 I called ASC's Customer Service again (I hadn't received anything from ASC), requested to be connected to a Lead Rep and was told that one was not available. I was also informed that nothing had been done regarding the missing property tax payment because the tax department was still "researching" the matter.
I informed the Customer Service Rep (this one said she was located in Alaska) that I had already been told that the research had been completed. The Rep asked me to hold on and her supervisor came on the phone (I believe her name was Lailend) and proceeded to tell me that if a mistake had been made regarding the missing payment that it was my fault, since their records showed that ASC had made all the tax payments they were supposed to make.
At this point, I nearly "lost it" but somehow remained in control of my emotions (but I did explain that I did not create the problem and when ASC obtained my mortgage all taxes had to have been paid in order for them to obtain a clear title search). At that point I simply asked that she put me in direct contact with the ASC's Tax Department. The response to my request was "We can't talk directly with the Tax Dept. So we can't connect you."
I then asked for the name of whomever is in charge of the Tax Dept. And was told "We don't have than information." At this point, I asked for the name of anyone who is in senior management (e.G., President, Exec. VP, VP, Director, etc.) and was told that they didn't have that information either. I clearly knew at that point that there was a lot wrong with this "picture" and I was in deep trouble so I hung up and began my own research of ASC. What I discovered was that I was just one of a multitude of individuals who have had bad experiences/problems with ASC.
I've read all the information and comments provided by the "consumer complaints" and now I at least have clear picture of just how bad ASC really is and what possible steps I can take (e.G., make the payment directly myself and take ASC & Well Fargo Home Mortgages, Inc. To small claims court). My sincere thanks to all who have provided this valuable information on ASC.
Lastly, despite the problems I've experienced with ASC their Customer Service Reps seem to be very decent people who trying to do a difficult job and unfortunately end up taking all the "heat" when it's the ASC's absentee and mysterious management who are truly at fault and should be held accountable (that is, if you can identify and locate any of them).
By the way, is Wells Fargo Home Mortgage, Inc. (ASC's owner) part of the Wells Fargo Banking organization? If so, I don't understand how the banking org. Would allow ASC's practices to continue. Can anyone answer that one for me?
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