Countrywide and HEART program run around

[LUEser]

Hi all, and thanks for letting me share my post.

Like many others here, I've had it beyond the breaking point with Countrywide. But I'm not here for a sob story, that's now how I deal with things. I go into legal mode, and it's all about documentation.

So here's the story thus far.

Got behind in August of 07 by two payments. In good faith, we decided to contact countrywide and see if we could do something to catch up the balance. We kept up just a little under normal payments through November and in January, we finally contacted the home retention team as we were two months behind because of all the late fees and charges. Finally initiated contact with the workout department to begin working on a loan modification. We were told as many others not ot make a payment during the process (this was pre this site and the godlike information contained herein). Anyway, in March of 08 Countrywide decided to get our modification "negotiated" if you can call it that. We were on a repayment plan. Payments jumped from about 900/mo to 1300/mo to be paid each month with no grace period and via cashier's check or money order only (another unnecessary 17.00 or so dollar fee on top of the extortionary amount already being demanded.)

In any event, we managed to make the payments on time every month beginning in March. Payments were made each month on time from March through may. That's four consecutive paymtns at 400/mo over the original loan agreement just to keep out of foreclosure. The payments were do at the end of each month.

In June we recieved a FedEx package outlining the agreement under Freddie Mac and the Heart Program. THe details included moving the APR down from 5.25 to 4.74, extend the loan into 2048, and decrease the payments from around 900/mo (escrow/taxes/ins included) to 744.49 (escrow/taxes/ins again included). This was to be enacted on July 1st 2008. We recieved these documents on June 4th, letter dated May 30th. Sent them back on June 5th and Heart Team confirmed they recieved the document on June 10th. Called the Heart Team again to see what happened to our modificaion agreement as it was still in effect. We're told to contact countrywide as they are the ones who deal with the payments. Called Countrywide again, informed them about our HEART eligibility and that we sent in the documents. They said, great, go ahead and begin making payments as per the new agreement on July 1st.

Now bear in mind, we had a 300 partial payment sitting awaiting our next payment. Not taking any risk, on July 3rd we send a payment for 745 dollars via western union quick collect to ensure instant delivery. We call countrywide on July 5th to confirm they recieved the payment. They did, and they returned it. Countrywide claimed receipt of the payment on July 7th.

Now here's where it starts getting absurd. Even per the old agreement this would be enough to satisfy a full payment with the partial balance sitting. But they rejected it, sent it back via Western Union on the 17th. We pick it up on that day. WE proceed to call countrywide back and get three different answers.

One CSR says that Heart Team processes heart program. I've called the heart team several times poking and prodding and they in now way accept payments. THey're a third party contracted workforce that processes the papers. They have nothing to do with countrywide.

One CSR says that they couldn't take payments until the 10th and that we were 7 days too early. But he did note the attempt at payment on the 3rd.

One CSR says (this one in "Platinum Services" says we the account is reporting 8 months delinquent and is in foreclosure. This is after we spoke with Home Retention earler that day.

I finally managed to get ahold of one person, Jason Sanchez, who actually knew what he was talking about. He informed us that the loan was in the closing process and was looking for funding from the lender. He was the first person I talked to who actually was able to pull the documents and see the new arrangement. He told us t pay per the new arrangement.

So we try to. Well, After we talk to Sanchez, the account magically updates. This is on or around July 23rd. We call home retention to set up the payment per Sanchez instructions. Well, the account is in "negotaions" again per the recorded message and "we may not hear anyting from them for several days during this process," information would be available on August 4th.

Okay, at this point I'm banana sandwich with the whole mess. Obviously this will not fly. We call back and try to set up a payment again. Finally someone wants to take it, again in home retention. I ask how it will be applied. She says as a normal payment (an old payment of 900). I decline. This is theft and breach of contract and not done in negligence, but damn it this is willful noncompliance. I explain my problem, for the thirtieth time, to yet another Home Retention rep syaing the probelsm occurs because we signed and notarized a contract due to be in effect on July 1st, and the payment there were asking for would be applied to the old agreement. I can't see giving them any more money, especially illegally, we they by law are bound to the new extension of credit.

Finally, I call back today. It's gone too far. It's been over 60 days since we sent back the paper work, our credit score has gone to hell, and the fees keep coming. Again, I'm asked to pay on the old agreement. This is after I ask to speak to the legal department, " which I'm infomed countrywide does not have,' Really? Ahh the audacity. .

So this leads me to this conclusion...

[Cat Damiano]

Hi LUEser,

Welcome to the forum and thank you for joining................


I will give you one more number to call to get your account straightened out, and hopefully it will be the last number you will need to call .......she is in California so give her time to get in...........and she has helped many members of our forum.......so you probably won't be needing to bring out the big guns.........

Tabitha
1-800-405-0078 ext. 5224

Please keep us updated on how it goes..........

[LUEser]

Thanks much Cat! I'll call in the morning and see what we can accomplish.

BTW I didn't mention in my previous posts, but I tried several of the emails and numbers from the original thread and mostly only got voicemail with no call backs. I guess in this situation, they're gett ing a lot of traffic on phonelines they didn't expect to be getting so many calls on.

Any notice of them changing their numbers from what's posted here?

In any event, I'll be sure to update as soon as I can find out something.

[Cat Damiano]

the number I gave you is out of the office of the president......and she should be able to help you or get you directly to who you need to speak with to get the hep you need.
the only number that changed to add another line is the Home Retention Dept. and I have the number to that..........and some depts. have changed since BofA took over on July 1st.........

Let us know how it goes tomorrow.........

[wchamilton]

Originally Posted by LUEser

Thanks much Cat! I'll call in the morning and see what we can accomplish.

BTW I didn't mention in my previous posts, but I tried several of the emails and numbers from the original thread and mostly only got voicemail with no call backs. I guess in this situation, they're gett ing a lot of traffic on phonelines they didn't expect to be getting so many calls on.

Any notice of them changing their numbers from what's posted here?

In any event, I'll be sure to update as soon as I can find out something.

My situation was similar.... I asked for a modification of my mortgage in September of last year, in JUNE OF THIS YEAR they rejected it. In August I found this forum and called Tabitha as per Cat's recommendation. This was on a Tuesday. On Thursday, less than two days later, my modification was approved and I had the modification papers that Saturday.

Call Tabitha... if ANYONE can help in this situation it's her. And please let us know what happens; we've all been where you are and are here for you.

[LUEser]

Called a few times today and only recieved voicemail. I left a message on the last one, and hopefully I get a call back. I'll be calling back in any event.

Thanks all!

[wchamilton]

Originally Posted by LUEser

Called a few times today and only recieved voicemail. I left a message on the last one, and hopefully I get a call back. I'll be calling back in any event.

Thanks all!

Tabitha is on the West Coast, so you need to allow a bit for that.

[LUEser]

Hey all, thanks for the info and support.

Spoke with Tabatha today, and it looks like everything is going to be ok!

She told us the process to go through, and I wanted to share it with anyone who is also going through the same situation.

Okay, if you're loan is a certain amount of time past due, I believe the mark is six months or more. Countrywide won't accept payments due to their automated system.

The process we were told to go through was to contact home retention when you're sending in your payment, and let them know (possibly several times, as we all know how "forgetful" countrywide can be) that a payment is on the way, tell them how it's being sent, and have them document it. Also have them not that it's to be applied to the "partial" balance with your account, and not to be applied as a payment.

Also note that with your payment.

When you do that,simply wait until countrywide updates their system and the fees SHOULD be applied as necessary, and you'll be good to do. No late fees should be applied either.

Again, thanks so much for the information here, it really is priceless when trying to get things straightened out with these guys.

[Cat Damiano]

No problem............I am glad that we were able to help you........