I am refinancing my home, combining first and second mortgages and reducing term and rate. On 5/27/03, the Bank Attorney's office called with closing date of 6/02/03, giving me 4 days business days to get closing statements faxed to them. GMAC, holder of my first mortgage, had the information faxed next day, after I used the automated phone service with no waiting.
OCWEN, holder of my second mortgage, the 800# did not give me the automated options and put me on hold for 12 minutes. Then the connection went dead. I called again, this time I was on hold for 15 minutes but I finally talked to Keesha. I told her my cloing was June second. I needed statement dated to 6/9 and gave her the fax number I needed the fax sent to. This was costing $10.00 for the request and $20.00 for the fax. At no time did she indicate that the information would not be sent immediately.
The attorney's office left a message on my home phone 5/30 and informed me that the OCWEN statement was not received. Of course, being at work, I didn't get the message until too late to call.
I tried the automated phone service on Saturday morning and naturally got the automated options. The message revealed it would take 3 to 10 days to process and cost me another $30.00.
That information is there at the touch of a button! There is no reason why in 2003 the statement can't be sent same day! Or at the latest the next day! This Keesha person should have told me upfront that the paper would not get to the attorney on time.
I don't care what company policy says, there are always extenuating circumstances and a "service center" should make every effort to meet deadlines.
I'm really pissed off... (pardon my french).
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