Where to start... I received a letter in the mail after my recent divorce from the american home relief foundation llc stating they could restructure my mortgage, as it was elligible under current stimulus bills. After a lengthy initial call i was told i was elliglible and advised to stop paying my mortgage as it would be rolled onto the back of my restructured mortgage (later calls with them would state that " i wouldn't advise you yes or no to stop mortgage payments" after receiving my money, things got difficult. When i could get through to anyone, the information i received was often contradictory to whoever the last person i talked to was. Customer service, with the exception of one or two cases was horrible, insulting and downright rude. No effort was taken on the part of a.H.R. F llc to contact me with status updates or any other information that might be useful.
Little things like sending me my information folder with an envelop that allows tracking my case by a.H.R.F. Were not sent to me till a month after they told me to mail my documents to the lender! On one occasion i called a.H.R. F to check the status and ask them what this envelop i recieved in the mail was. They said "that is the envelope you need to send your documents to the lender in so we can track them" i told them that they never mentioned an envelope to me when they expressly told me to mail out my documents to the lender a moth earlier. This is a small example of the confusion that exists with this company. I was able to sort it out, again by myself.
Bigger issues were the fact that i had to do all the legwork, and that no one at a.H.R.F. Seemed particularly interested in doing anything or returning my phone calls. When voicing this concern to them they would even go as far as saying conversations i had with them in the past never took place... Even though i have the phone records to confirm time and durration of calls. I would receive excuses that ranged from "you never called us on the day in question" we were switching offices and the phones weren't set up"
At one point i requested a refund and was told that there was no way i would receive one. Keep in mind i was told a month prior that they would set up a conference call with me and the lender to sort out a resolution. I called several time trying to set up a time for this conference call. I was told someone would get back to me, no one ever did. I pointed that out to a.H.R.F. And the very frustrated representative from a.H.R.F. Said " so what do you want, do you want a one now, do you want me to set one up now'? My answer..."yes" so she connected me with a mortgage specialist within their company. We spoke briefly and fixed on a 1:30 meeting time to have a conference call with my lender the following thursday.
Thursday came and went... So did friday. Nothing from a.H.R.F. And this being the following monday i can't even get through to a.H.R.F. To ask why the call never happened and why i wasn't even given the courtesy of a call to reschedule.
I am pretty tolerant, but in all my life i have never seen such a horrible display of customer service. I feel as though i have been ripped off and the problems with my mortgage compounded directly as a cause of the involvement of the a.H.R.F. Do not give these people your money. You will go down a long frustrating road and be lighter in the wallet nearly $2000.00
0 comments