I also have been experiencing problems with a refinance of my first mortgage with Homecomings Financial. I received a notice in November that my ARM was adjusting effective with my January 1 payment. My payment was increased about $250 a month. On November 11, I contacted Homecomings and began the refinancing process. The only thing that they do promptly is have a loan consultant contact you—I literally had just clicked on the "send" button on the computer to discuss the refinance and my phone rang. It was the loan consultant. From that point, the errors and miscommunications were almost laughable were it not such a serious subject.
The process went on with them rejecting my refinancing based on erroneous information and various other mis-cues from the loan processing department. The most serious mistake they made was to switch my loan documents containing all of my personal information with the loan documents of another GMAC customer who was also in the midst of refinancing. This information included name, address, phone, social security number, credit information, etc. Etc. Even though I reported it to them immediately, they said it was a "clerical error" and really did not seem terribly worried about the error. I have spoken to the other party involved and he was as shocked and upset as I when he received my loan documents. Eventually, I wrote a letter to the head of the cusomer service department outlining all of the problems I had. Subsequently, he had the head of the processing department contact me and they did offer identity theft coverage for me and the other party involved. However, they have failed to follow through on many of the things and I am not at all satisfied with their response. For any of you who are going through the same things, I will give you the following advice:
1. Document every conversation you have. Ask the person for their name and their extension number so that you can contact them again if need be.
2. If you are not satisfied with their response, don't be afraid to contact their supervisor. You may have to repeat the process and keep climbing up the "food chain" until you get someone's attention.
You need to understand that these people do not care about you and your home. It is just a job to them. They are probably under trained and over worked. Of course, if they would do things right the first time, they probably would not be so over worked. You will have to be persistent—adopt a "pit bull" mentality.
They do have something called "The Voice Of The Customer" phone number 1-800-627-0128. When I called that number, I got the name and address of the head of the customer service department and the name of the Chief Executive Officer who are at the executive offices. They are as follows:
Head of Customer Service: Tony Renzi
Chief Executive Officer: Jim Jones
Address: P.O. Box 4622, Waterloo, IA 50704
You may want to contact them or have you attorney contact them. Also, it might help if you contacted the Better Business Bureau and there should be some type of professional association of mortgage companies that they belong to. I am still researching that.
I hope this helps some of you. I do think we should consider a class action suit, but I'm not certain how to get one started. I have contacted an attorney to discuss the fact that my privacy rights were violated when my personal information was compromised.
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