I became a customer of Fairbanks in October. That is when my nightmare began. Their customer service department took two months to give me any loan information after my account was sold to them by another company. My first statement showed an escrow account which I my loan had never been set up for escrow servicing.
I was told this was for property taxes. Since I did owe for a prior year I agreed to allow the escrow to stay. After contacting my local tax department and finding payment had not been made I requested escrow to be removed and was told it was now Force Placed Insurance.
The payment was backdated with escrow so none of my payments were being applied to my mortgage. They were all being applied to recoup the escrow advance added to my loan. This went on for several months before I could get anyone to rectify the problem. I work for a mortgage company as well and am aware sometimes these things can be a lengthy process.
So although my statements were incorrect I had corresponded by phone, fax, and mail and assumed the problem was being resolved. After having my loan be put into foreclosure and not being able to come up with all the erroneous fees and having payments returned to me I filed bankruptcy to save my home.
I ended up contacting the company again today, because even after this my payments are still being applied improperly. When I tried to get information as to what was happening with my payments I got a Representative who was not knowledgeable and was told she would have to transfer me to someone else because it was time for her break! I got voicemail for everyone I was transferred to so am still waiting for a response.
Since I work for a company as well, not Fairbanks, I know there are a lot of people who are not knowledgeable, due to improper training and lack of consideration. I suggest anyone you talk to you get their name and extension if available. Get a supervisor (their immediate), and write down the date and time you speak to them as well as what the conversation was about. I have a folder 3 inches thick on fairbanks and I am still having problems!
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