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LisaInLeesSummitMO · 02-10-2009, 03:34 PM

Hi

First, I want to say thank you to this forum for helping me last spring get my modification finalized, however, now I am trying to get my ARM converted over to a fixed rate and it's not going any better than the modification.

I called CW on 1/2/09 and spoke to a front line idiot, explained that I was calling to discuss the possibility of a fixed rate conversion, I wasn't even asking CW to remove the $12,000 in interest and "fees" they added to my loan at modification, I specifically said that I did not believe that I qualified for H4H (Hope for Homeowners) and that I was currently able to meet my obligations, but stated that my ARM matures on March 1 and I was concerned that the rate would go from 10.5% to 12% or higher and then I would not be able to afford my payment. The FLI (front line idiot) told me that I would have to request a modification. I say fine, 6 days later I get a call from a second line idiot (SLI) who tells me that in order to process my mod request, I would have to fax two months worth of bank statements, two months pay stubs from myself and my husband and either my W-2's or my 2007 tax return. The next day (Friday) I do so, all 27 pages. On Jan 12 I log into customers.countrywide.com and find that my modification had been cancelled because I had failed to submit requested documentation. Back on the phone, I am asked, well, did you call and verify that the documents were received and did you put your account number on each piece of paper, (stupid me, the confirmation on my fax machine was not enough) I told the FLI that I was not told to do so and asked what I had to do to get it reinstated. Start from scratch...
so the next day, I write the account number on 27 documents, fax it off and call to verify that they recieved the documents only to be told that it takes approximately 3-10 days for the documents to appear and be attached to my request (so, I think to myself, if they allow 3-10 days, why did they cancel my modification after 1 business day, allowing for the weekend). Ok, I keep my temper in check and ask what I do next, to be told that I can check my account on the website for updates. I log into customers.countrywide.com to see that the documents were received and that my mod request was under review, and the website should be updated by2/2/09. On 2/2/09, no update so I wait until 2/3/09 and call; I am told that the mod request has been transferred to another group for review, she tells me that the type of loan I have qualifies for a modification based on a class action lawsuit and I'll probably get approved, just keep checking the website, don't call us, just check the website; check website daily, no change, until today, a change, my modification has been cancelled because I failed to PROVIDE DOCUMENTATION THAT THEY DIDN'T ASK FOR! Call HRT, get FLI, actually talked to 4 people, and guess what each one told me something different, no big surprise there. the first time I was told that they were asking for updated financials, explained that financials have not changed in three weeks, well they want updated pay stubs. I hang up, I am fuming, I call back get an FLI all the way in Bombay who I can't understand, first he backs up what the first FLI said then he lets it slip that I was denied because I am able to meet my obligations, ask him if I will get that in writing, he says I have to call customer service, would you like me to transfer you, sure. Get a really nice lady from the south who patiently listens to my story, and says "well, hun, I wish I could help you but I don't have access to their system and you will need to talk to them, would you like me to transfer you back". I said no, I am so angry that I have to get my composure back and that I will call again. I call again and, once again, tell my story, this person is very apologetic, aren't they all, and says that when I first called back on 1/2/09, they should have sent my request to the Rate reduction department (I am sure she called it something else, but I can't recall what it was) she forwarded a new request to this un memorable department and to just be patient. I swear if one more person at CW tells me to be patient.....

I have written an email to Elizabeth Moyer, who used to be the Vice President of something, Customer Relations I believe, and to the woman in the Office of the President that helped me resolve my original modification issue back in may, twice but have not heard from anyone.

I have also talked to a Mortgage broker who is looking into a re-fi but the problem is that with the current real estate decline, and the additional $12,000 added to my loan last March, I am up-side down to the tune of approximately $24,000, my house would have to appraise out at about $165,000 to be able to get it refinanced with 0 down, I only paid $147,000.00. On top of that, my credit is a high mediocre at best so my best bet is to try to work with CW but at this point, I can't get past the FLI's.

Any advice on a direction I can take would be appreciated.

02-10-2009, 03:34 PM	#4 (permalink)
LisaInLeesSummitMO Member Join Date: May 2008 Posts: 16 Nominated 0 Times in 0 Posts TOTW/F/M Award(s): 0	CW has me between a rock and a hard spot Hi First, I want to say thank you to this forum for helping me last spring get my modification finalized, however, now I am trying to get my ARM converted over to a fixed rate and it's not going any better than the modification. I called CW on 1/2/09 and spoke to a front line idiot, explained that I was calling to discuss the possibility of a fixed rate conversion, I wasn't even asking CW to remove the $12,000 in interest and "fees" they added to my loan at modification, I specifically said that I did not believe that I qualified for H4H (Hope for Homeowners) and that I was currently able to meet my obligations, but stated that my ARM matures on March 1 and I was concerned that the rate would go from 10.5% to 12% or higher and then I would not be able to afford my payment. The FLI (front line idiot) told me that I would have to request a modification. I say fine, 6 days later I get a call from a second line idiot (SLI) who tells me that in order to process my mod request, I would have to fax two months worth of bank statements, two months pay stubs from myself and my husband and either my W-2's or my 2007 tax return. The next day (Friday) I do so, all 27 pages. On Jan 12 I log into customers.countrywide.com and find that my modification had been cancelled because I had failed to submit requested documentation. Back on the phone, I am asked, well, did you call and verify that the documents were received and did you put your account number on each piece of paper, (stupid me, the confirmation on my fax machine was not enough) I told the FLI that I was not told to do so and asked what I had to do to get it reinstated. Start from scratch... so the next day, I write the account number on 27 documents, fax it off and call to verify that they recieved the documents only to be told that it takes approximately 3-10 days for the documents to appear and be attached to my request (so, I think to myself, if they allow 3-10 days, why did they cancel my modification after 1 business day, allowing for the weekend). Ok, I keep my temper in check and ask what I do next, to be told that I can check my account on the website for updates. I log into customers.countrywide.com to see that the documents were received and that my mod request was under review, and the website should be updated by2/2/09. On 2/2/09, no update so I wait until 2/3/09 and call; I am told that the mod request has been transferred to another group for review, she tells me that the type of loan I have qualifies for a modification based on a class action lawsuit and I'll probably get approved, just keep checking the website, don't call us, just check the website; check website daily, no change, until today, a change, my modification has been cancelled because I failed to PROVIDE DOCUMENTATION THAT THEY DIDN'T ASK FOR! Call HRT, get FLI, actually talked to 4 people, and guess what each one told me something different, no big surprise there. the first time I was told that they were asking for updated financials, explained that financials have not changed in three weeks, well they want updated pay stubs. I hang up, I am fuming, I call back get an FLI all the way in Bombay who I can't understand, first he backs up what the first FLI said then he lets it slip that I was denied because I am able to meet my obligations, ask him if I will get that in writing, he says I have to call customer service, would you like me to transfer you, sure. Get a really nice lady from the south who patiently listens to my story, and says "well, hun, I wish I could help you but I don't have access to their system and you will need to talk to them, would you like me to transfer you back". I said no, I am so angry that I have to get my composure back and that I will call again. I call again and, once again, tell my story, this person is very apologetic, aren't they all, and says that when I first called back on 1/2/09, they should have sent my request to the Rate reduction department (I am sure she called it something else, but I can't recall what it was) she forwarded a new request to this un memorable department and to just be patient. I swear if one more person at CW tells me to be patient..... I have written an email to Elizabeth Moyer, who used to be the Vice President of something, Customer Relations I believe, and to the woman in the Office of the President that helped me resolve my original modification issue back in may, twice but have not heard from anyone. I have also talked to a Mortgage broker who is looking into a re-fi but the problem is that with the current real estate decline, and the additional $12,000 added to my loan last March, I am up-side down to the tune of approximately $24,000, my house would have to appraise out at about $165,000 to be able to get it refinanced with 0 down, I only paid $147,000.00. On top of that, my credit is a high mediocre at best so my best bet is to try to work with CW but at this point, I can't get past the FLI's. Any advice on a direction I can take would be appreciated.