I am a consumer of your mortgage company. I am not a happy consumer. I would like to file a compliant with your company about the combative attitudes and actions of your staff. I will share with you the outlay of history with your company and how inadequate services have been the norm for your company.
In June I attempted to have a dialogue with your staff about my situation of unemployment and the coming of inadequate funds. I was attempting to make a plan to not fall into delinquent status with my mortgage payment. I knew that by October if I was not fully employed at a livable wage I would not be able to make my current mortgage payment based on unemployment income.in this attempt to manage my mortgage payment I was sent various forms to complete. I completed this forms and faxed them to designated fax numbers and addresses given to me by your staff. Over a period of 5 months I sent multitudes of documentation to various fax numbers and addresses on a monthly bases. I followed up on a monthly base by calling your company and when I did get staff person they were combative verbally. They would inform me I had sent the documents to fax numbers that where not working and the mailings were not received. There was always some excuse from your companys staff that this process was not moving forward and it was blamed on me. The bottom line was your staff implied I had failed to send documents.
In October as I had predicted I was out of money in my savings and could not afford my current mortgage payment. I continued at this point to send documents and attempt to find a solution.in all this process I was also seeking employment and managing my daily. This whole process of faxing/mailing and attempting to talk with someone that could help, continued for 1.5 years (one year and six months). On many occasions I requested to talk with supervisors or someone that could help in a more efficient manner. I was told there is no one else and you have to deal with me. The end result was I became severely delinquent in my mortgage payments, which I had never been in the past. If you look to my history of payments; all were on time and most of the time my payment was more than the monthly set amount.in September I came home and posted on the front door of my home was a notice to vacate due to delinquent mortgage payments or the alternative was to pay all back payments, this my neighbors saw and my sons saw. This was humiliating and uncalled for. It could have been avoided if your company had truly engaged with this responsible consumer in the beginning. You may never understand the stress due to the situation I was in and your company added to the daily stress. Just based on the fact of not knowing and also knowing that your company really didnt care if I lost my home or if I was unemployed or if I had had excellent payment history in the past. All your company cared about (it appeared to me at the time) was that I was just another piece of paper that could go lost in the wastebaskets of yesterday.
Moving forward to finding a solution.
In July I was finally granted a Home Affordable Modification Trial Period Plan. I was able to adhere to all the conditions for the 3-month trial and in December was granted a confirmation of the agreement that my mortgage had been modified. All the documents were confirmed received, signed and notary had stamped with their seal of notary. I believed at that time all was finalized.
I began at that time to make my monthly mortgage payment and all seemed to be resolved.
On April I received a statement in the mail stating I owed 14,959.39 for delinquent mortgage payments and interest. Therefore I called your company. I spoke to a verbally combative woman. She claimed I was still in the trial period and that I had not followed through with the requirements that were put fourth. I attempted to explain to her I had notarized documents that proved differently. She insisted that I was not correct and that this was only the step one plan process of the modification. I attempted to explain over and over about the plan I had that was notarized. There was other staff in the background I could hear she was talking with at that time. She was able to finally come back to the telephone and state that the documents that were supposed to be submitted were booked.in other words no one ever processed them. 5-Months later your company seems to have failed again. She informed me that it would be taken care of in a few months and not to worry about it. Well here I am trying to rebuild my life and not to worry about &hummm my credit score, the stableness of living each day and knowing when I come home I will not have a document taped to my front door stating to evict AGAIN!
I believe your company really needs to take a look at your front line staff and their ability to deal with conflict resolution in a manner that is more personable. They need not assume they are right. They need not assume that the consumer is wrong. They need not be argumentative. Your staff needs to embrace the realities that I am a person, I having feelings and I have an investment in my home that I will not lay down and give up.
I would like to end our business partnership. However, due to my current financial situation I am stuck with your company. I would like your company to find a way to make up for your companies inadequacies, which have caused me extreme emotional distress and financial hardship. The financial hardship was due to the costs that I endured monthly sending out and documenting paper for your company to be able to address my mortgage needs. The other costs are related to the extensity of the delinquent costs due to your company not addressing my needs prior to delinquency. The emotional distress is without explanation. Think how it would feel to not know where you might be living on a daily bases. Treating people as humans and not as a misdirected piece of paper would be a start. I am a realist and am aware that this letter will probably end up in the wastebasket and no one will address your companies inadequacies. I do plan to mail this to my government officials in Washington DC and in the mortgage industry. If there is anything done that will be nice.
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