Our mortgage was sold to HSBC early into our contract and soon after we realized we were not dealing with an ethical company.
They would call 2 days after due date demanding money. When we advised that payment was sent they would become rude and disrespectful. They would insinuate that we were lying and would then call EVERY day until payment was posted-not when it arrived-it takes 2-3 days for pmt to post after arrival. Too bad for consumer they say.
My husband is a disabled Veteran (100%)-combat related. When I was diagnosed with a terminal condition and medical bills were piling up, HSBC very nicely offered to waive a pmt and add it to the back of the loan so that we could pay our med bills. We agreed over the phone but were never sent any kind of contract or written documentation-just verbal agreement. We had done this with our car pmt and it worked very nicely. Unfortunately, that is not what HSBC did. They restructured our loan and the result is that for the next 2 years our pmts will go to interest only! And the kicker is that we didn't even need to do it! We were able to juggle our finances and pay everything including that months mortgage pmt but were still held to the restructure "contract".
When we complained we were advised to send a written letter to the Research Dept. For them to investigate. Ha Ha! We got a letter back telling us the reasons why we were given the "program" and that we had no recourse even though there was nothing in writing.
Now they are adding fees to our monthly statement under the "other fees" catagory but can't tell us what they are for. When you call to get answers you're lucky if you get someone that speaks english well enough for you to understand. Then they pass you around and around and nobody ever tells you anything except that it's for "corporate servicing" whatever that is... They don't even know. You eventually give up-which is what they want.
They have been known to call us every day starting 3-4 days before our pmt is due until they post it 3-4 days after the due date. Each time demanding money over the phone and wanting to know the reason why it isn't there yet. When my husband was in the hospital, they called every day wanting to know when that months pmt was being sent. I explained that it would be a little late due to unexpected medical costs for MY recent hospital stay. Each day I had to explain the whole thing over to a new person since they don't read the notes from the day before and you never get the same person. A few times I asked them to call back so that I wouldn't have to "explain" the seriousness and expense of our health conditions to them in front of our children. They refused and even threatened foreclosure if I didn't speak to them right then. All this for a pmt that ended up being made 8 days after the due date. (Which is within the grace period that they say they can each use thier own discretion on whether or not to honor it.)
We have done a great job at maintaining our sanity in the face of all of our health problems while trying to raise two girls but dealing with these folks has been maddening to say the least. There are times when I want to pull my hair out and scream. Many times I hang up the phone in tears.
HSBC has reported us as paying late so many times because we refused to pay the "other fees" without knowing what they were, that our credit is so bad we can't get refinanced. We pulled ourselves out of debt once on our own and now we are being taken out by our mortgage company.
We are tired of fighting with someone who seems to be governed only by themselves. We feel trapped... Like we have no recourse and can't even escape.
0 comments