I recently lost my job and my husband's business slowed down. We have been trying to get a loan modification done so that we can keep our house. Homecomings/GMAC financial has been jerking us around for 3 months now.
We contacted them in March and were advised to fill out some forms and send in our tax documents and proof of income. We faxed everything over in April. I called a week later only to be told they did not show in thier computer system that the forms were received and scanned in. So I faxed them again. I then called a few days later and was told the same thing by cusomter service. I faxed them a 3rd time. I called in on 6/22/09 and was told they did not have our proof of income per the computer notes. I told them that I had faxed it 3 times anad to look again. I was then told that they had to transfer me to another department, where they said the same thing to me and refused to look at the documents I had already sent them. I became irate and told them to review the docs with me on the phone, they then hung up on me.
I called back on 6/24/09, was given the same run around, hung up on 3 times, I had to call 7 times that day before anyone would even look at the docs I sent in. The person I spoke to, Franchelle, said all the documents were in order and they had everything they needed and she would now send it to the lona department to review. (SO all this time they had not even sent anything to the loan department. And now they would begin to start the process taht could take another 60-90 days!!! I asked who would be handling the case and was told Justin Anderson would be the one to speak to. I asked for his phone number and was denied. They told me he would have to be the one to give me his number, all they would do is e-mail him to call me. They said he should call by the end of the week.
I received no phone calls, I called again on 6/30/09 (tuesday) and was told by micheal in loss mitigation that Justin had put a note in the system the previous friday that he needed more documents. I asked why Justin never called us to discuss this, because now they have delayed the process another 3 business days! Micheal told me that Justin would not be calling us and that we had to be the ones to call in every day to see if Justin had put any notes in the system. I asked for a manager and was told my issues was not manager worthy. I inisisted on speaking to a manager as was abrputly transferred to a voicemail for someone named KIm. I left a message, but do not assume I will get a call back. I called immediately back and asked for a manager again, was told sarcastically "what's your problem?" and then hung up on. Now I was beyond irate, called back again and asked for a manager, was told again that I could not speak to one and that I could not speak to Justin Anderson or his manager either. Told me to leave my number and they would see what they could do. I asked why no one would give me a manager, I was told to "cool off" and hung up on yet again.
No one at Homecomings will ever call us. I can not get the person who is supposedly in charge of our account to even call me. None of the loss mitigation or customer service personnel will put me through to a manager.
It is quite apparent that Homecomings/GMAC is stalling. The longer they delay this process, the closer we come to losing our home. We are trying to work within the the system, but it appears all they want to do is force us out of our home.
In Addition, they are charging us "drive by inspection fees", they have forced some sort of insurance on our payment that I cannot seem to get them to take off, they charge me fees to call in payments or do them over the internet, and other miscellaneous "handling fees". We can never get caught up. We are getting nasty letters telling us that if we do not pay all payments, including fees, they will accelerate the foreclosure process—even if we are only short by a couple of dollars.
Carrie-richmond va
prividence forge, Virginia
U.S.A.
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