[azdmsmith]

I did get some help sorting things out from the executive team. First, my analyst is useless. For the first time ever the executive team got her to at least call me back. However, she left me a messages saying she had options to discuss with me and to call 800-446-8939. The fact that she now says she has options to discuss with me conflicts with the info I got last week that the retention dept would be handling my file. There is no way to get through to my analyst at the number she gave me. We played phone tag (I used her direct number) and she left me another message saying to call 800-446-8939 and “anyone” could discuss the options she had for me so I tried again. It takes 3 transfers and 45 minutes to get to a live person at that number (I think she thought I’d give up). Once I got the live person, she read the notes my analyst put on my file and said she would email my analyst to call me, but she had no further information about the “options” my analyst wanted to discuss with me.
I called the executive team again and the person that was helping me said he had talked with my analyst and there was no record of her setting my May 1 payment amount and committing to send me paperwork by April 15. I think I convinced him that her denial was an outright lie and he said they record some but not all phone calls so he would get in touch with her manager and see if they could go back to the phone call in which she made these commitments to me. Next thing I know I get a call from her. She no longer was denying our conversation but said she had “no time to work my file” because she was on the phone 8 hours a day. Rather than explaining any “options” she had for me, now she is telling me that since a third party is handling the HAP program for Chase, she could no longer work my file even if she wanted to. The courtesy of at least a phone call telling me that the commitment for paperwork and a change to my payment for four months beginning May 1 was not going to happen would have been nice. She had been swamped, out of the office for a week, blah, blah, blah. She could not transfer me to retentions (the third party that is handling the HAP program) fast enough.

That transfer resulted in a very cheery person that said she just needed to conduct a brief interview with me to get some financial info if I had time. I said I had already done that with retentions twice (on top of twice with Chase) but would do it again if necessary. She asked me when I did the interview with retentions and I told her April 9 was the first time. Then she paused and said that she did have that info in my file and I would then hear from them two weeks after that interview. When I pointed out that it already was more than 2 weeks she paused again and said they are actually taking 2-3 weeks.

Anyway, if the stories I am getting are correct, the group that is handling the HAP mods for Chase is the retention team, not analysts directly at Chase. I don’t know if that is specific to my situation since I am Fannie Mae, or if I will get a new story next week, but the bottom line is everything I had done since March 5 and everything I discussed with my analyst is down the tubes. Her name is Brittany, she is in Ohio, her voice mail is almost always full, she never returns phone calls, has a lot of excuses, changes her story a lot, and talks like an unprofessional teenager. At least the retention department answers their phones so maybe I am better off with them???