We refinance with Option One and had our payments through an Equity Enhancement Program (ie, every two weeks, half a payment, they send the payment once a month). They are very accurate and make all our payments on time.
In October of Option One received our October payment on Sept. 29. Option One took an automatic withdrawl from our checking account on October 1. When I called and questioned them about the withdrawl, I found out how awful these people are.
First, I was informed that they had always had the right to withdrawl their payment, and did so because they could. I had to go to my bank, request stop payment on my transfer, paid a fee for this service, along with the bounced check charges resulting from their unauthorized w/d. This of course, opened a whole new can of worms. This was a 40 min call.
When I called a second time, reguarding the payment they did receive, I was told my payment was late. I asked how this could be and received the reply that "the auto w/d tape was sent out 10 days before the due date and had always been done this way. Obviously, it had never happened before, and no one would tell me why it happened this time. I spoke with a supervisor named Paris who was extremely rude and insisted this was all my fault of having auto w/d on my account. He would not even look into the matter to see if there was a problem. Another 40 min call.
I received a letter from them stating that since I had stopped payment, my funds would have to be certified from now on, a requirement that my equity enhancement program does not do. They also refused to accept the payment that was already in the mail, forcing the equity people to return my payment to me to use for certifed funds. I called, explaining to them what happened and was informed that it was my fault, and a $40 fee was being charged for their paperwork. This was a 60 min call.
I called again, trying to navigate their horrendous automated phone system, and was transferred 3 times back and forth to people who insisted that somebody else needed to handle this. One serv rep even told me that it was my fault because I wasn't asking the right questions. 40 min call.
I had to submit, in writing, a request for an investigation reguarding what had happened. I did not receive an answer until the end of November, where, although they did not admit to wrong doing, or anything else, they did remove the $40 charge, and lift the certified funds requirement.
I am currently in the process of refinancing just to get rid of this company, even tho it means I will have to pay a higher interest rate, I feel that it is worth it. I have had my cordless phone die on me 3 times while trying to clear this up. They were rude to me, and to my equity enhancement people when they tried to help by calling them on my behalf, with no one listening to the facts. During one three-way call, we were informed that this was not their fault, and we needed to be more attentive to making the payments. I believe this was a simple computer error that could have been corrected on the first call, instead of numerous calls, a formal investigation, restraints and charges added to my account and constant rudeness.
God bless you if you have them as your mortgage company.
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