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ChrisCoop · 05-05-2009, 10:13 AM

I have been with Countrywide Home Loans since December 2007. Last November, my wife was on disability due to the birth of our second child. Since she wasn't working, it was hard for me to make the payments in full. We applied for the financial hardship program (workout assistance) in which we had to send them all of our financial information to see if we qualified. We did, and our payments were on hold for two months. I then received a letter in the mail that the hold on our account was up and that my account would be actived again. They also gave me a person to contact and a phone number. I called them the following day and got a message that they were on the phone. I was then shipped over to India to explain to them that I needed to speak to someone regarding this workout program we agreed to. They said they put a note in the system for the person to call me back. Now this was back in February, and I have still not received a response. I call every 10 days or so to get someone on the phone and the people over in India say they have notes in the system, their supervisor will contact these people, etc. I have not heard from anyone.

I also sent a few payments, but because it was a special program, it had to be sent to the Workout Department in Plano, TX instead of the Dallas, TX office. I sent three money orders to them. The first one was cashed and applied to my account. The next two, which I sent in the same envelope, were never applied to my account. After calling customer service, they claim that they never received it. I now have to fill out a form at the post office for a missing money order, which can take anywhere from 30-90 days. Ridiculous.

I have called my local branch, and they tell me there is nothing they can do, but to call the home retention team. I called them yesterday, again, and I got put back to customer service because all of their lines were busy. They told me to call back today, which I am about to do. I just want answers on what the heck is going on with my mortgage.

I feel like I am getting the runaround from this company. I am sure they are busy, like everyone else who is working, but I am worried that they will come knocking on my door soon and foreclose my house, which is the LAST thing I want done. The people in India say that they can't do that, but I don't believe it.

Has anyone else had this issue? Is there any advice that can be given? I would appreciate any feedback anyone has. Thanks.

05-05-2009, 10:13 AM	#1 (permalink)
ChrisCoop Junior Member Join Date: May 2009 Posts: 2 Nominated 0 Times in 0 Posts TOTW/F/M Award(s): 0	Financial Hardship Program I have been with Countrywide Home Loans since December 2007. Last November, my wife was on disability due to the birth of our second child. Since she wasn't working, it was hard for me to make the payments in full. We applied for the financial hardship program (workout assistance) in which we had to send them all of our financial information to see if we qualified. We did, and our payments were on hold for two months. I then received a letter in the mail that the hold on our account was up and that my account would be actived again. They also gave me a person to contact and a phone number. I called them the following day and got a message that they were on the phone. I was then shipped over to India to explain to them that I needed to speak to someone regarding this workout program we agreed to. They said they put a note in the system for the person to call me back. Now this was back in February, and I have still not received a response. I call every 10 days or so to get someone on the phone and the people over in India say they have notes in the system, their supervisor will contact these people, etc. I have not heard from anyone. I also sent a few payments, but because it was a special program, it had to be sent to the Workout Department in Plano, TX instead of the Dallas, TX office. I sent three money orders to them. The first one was cashed and applied to my account. The next two, which I sent in the same envelope, were never applied to my account. After calling customer service, they claim that they never received it. I now have to fill out a form at the post office for a missing money order, which can take anywhere from 30-90 days. Ridiculous. I have called my local branch, and they tell me there is nothing they can do, but to call the home retention team. I called them yesterday, again, and I got put back to customer service because all of their lines were busy. They told me to call back today, which I am about to do. I just want answers on what the heck is going on with my mortgage. I feel like I am getting the runaround from this company. I am sure they are busy, like everyone else who is working, but I am worried that they will come knocking on my door soon and foreclose my house, which is the LAST thing I want done. The people in India say that they can't do that, but I don't believe it. Has anyone else had this issue? Is there any advice that can be given? I would appreciate any feedback anyone has. Thanks.