aguinn
02-09-2004, 09:47 PM
i am so steamed! DH and i bought a house at the end of last september. the mortgage company (co#1) we originally got our loan through immediately sold our loan to co#2. in november, we got a letter telling us that co#2 had sold our loan to countrywide home loans (CW), and effective december 1, they were no longer accepting payment on our loan and provided information on where to send our loan to CW. ok, no problem. so i send a check. Fifteen days later the check is returned by CW as "unidentifed" since there is no account associated with it. so after waiting for their customer service to open (they operate M-F pacific time - i'm on the east coast - who still does this in today's global market???), i get someone on the line who tells me that they have no record of the sale, as far as they are concerned they do not own my loan and i should call back in a few weeks.
interesting. so, two weeks later i call back, nervous that i have not made a loan payment in month. they tell me the same thing - no record of the loan, call back next week, etc. so now i'm putting money into a savings account to make sure that when CW gets their heads out of their butts and has our loan info, the money will be there to make the payment.
SIX WEEKS and several phone calls later, CW finally has my loan information. GREAT! ABOUT TIME! customer service tells me that i owe two months loan payment. okay – that’s what i expected. o, and i also owe two months’ LATE FEES for not paying my loan payments on time. excuse me? oh, she says, let me cancel that out – you should not have to pay that. no kidding. so i send in payment and all seems well.
a few days later i get my city tax bill. i call CW to make sure they know they are supposed to pay it out of our escrow. they have no record of it (shocking) and we go back and forth about whether or not they or co#2 are responsible to pay it. they finally realize that they have the escrow, so they should pay. great, all is well.
until today, when i called the city to make sure our taxes were paid and the tax collector tells me it has not been paid and now there are late fees. WTF? so i call CW. the first customer service person tells me that she sees the entry where i called the first time to request they pay, but the person who took that call never followed-up to make the payment, so it wasn't paid (duh). she puts me through to their tax department where the next customer service person tells me that her computer doesn't show that i requested any taxes to be paid. ok, so now i'm a liar? she tells me she doesn't like my attitude and that it's not helping the situation and she doesn't care what happened before. OMG! if i could've reached through the phone and strangled her, oh how happy i would've been!
through clenched teeth i give her the details, she says she'll pay the bill tomorrow and send me a letter detailing what's been done. when we are through i ask to speak to her supervisor and she says there's no reason for that, we've completed our business and HANGS UP THE PHONE ON ME!
i am in the process of writing a letter to CW, the better business bureau, the commissioner of corporations and commissioner of banks & lenders. if you can think of anyone else who should hear about this, let me know - i am on the warpath!
if you've made it this far, you are a fantastic listener (reader)!
thanks,
amy
interesting. so, two weeks later i call back, nervous that i have not made a loan payment in month. they tell me the same thing - no record of the loan, call back next week, etc. so now i'm putting money into a savings account to make sure that when CW gets their heads out of their butts and has our loan info, the money will be there to make the payment.
SIX WEEKS and several phone calls later, CW finally has my loan information. GREAT! ABOUT TIME! customer service tells me that i owe two months loan payment. okay – that’s what i expected. o, and i also owe two months’ LATE FEES for not paying my loan payments on time. excuse me? oh, she says, let me cancel that out – you should not have to pay that. no kidding. so i send in payment and all seems well.
a few days later i get my city tax bill. i call CW to make sure they know they are supposed to pay it out of our escrow. they have no record of it (shocking) and we go back and forth about whether or not they or co#2 are responsible to pay it. they finally realize that they have the escrow, so they should pay. great, all is well.
until today, when i called the city to make sure our taxes were paid and the tax collector tells me it has not been paid and now there are late fees. WTF? so i call CW. the first customer service person tells me that she sees the entry where i called the first time to request they pay, but the person who took that call never followed-up to make the payment, so it wasn't paid (duh). she puts me through to their tax department where the next customer service person tells me that her computer doesn't show that i requested any taxes to be paid. ok, so now i'm a liar? she tells me she doesn't like my attitude and that it's not helping the situation and she doesn't care what happened before. OMG! if i could've reached through the phone and strangled her, oh how happy i would've been!
through clenched teeth i give her the details, she says she'll pay the bill tomorrow and send me a letter detailing what's been done. when we are through i ask to speak to her supervisor and she says there's no reason for that, we've completed our business and HANGS UP THE PHONE ON ME!
i am in the process of writing a letter to CW, the better business bureau, the commissioner of corporations and commissioner of banks & lenders. if you can think of anyone else who should hear about this, let me know - i am on the warpath!
if you've made it this far, you are a fantastic listener (reader)!
thanks,
amy