Countrywide Modification run Around

[filangie]

Where to begin? Back in April of 2008 we decided we were going to modify our loan that Countrywide is now servicing. We were in a 2 year arm and were approaching the rate increase. When we first attempted to modify I was solely seeking to lock in the current interest rate that was set to adjust in August. We sent in all the necessary documents, hardship letter, proof of income, everything they had asked of us in the time they had allowed. They informed me it would take them 30-60 days to modify the loan and after that time I should get documents via Fed-Ex. August had come and I still hadn't seen anything come and when I did call they told me their was a serious back log and my documents were just waiting to be printed. I waited about another week before calling back and this time they told me that all the documents were at the "Heart, Hope" dept and should be sent to me within a week. Several times I contacted the "Heart, Hope" team only to be told they don't have any knowledge of my loan. Numerous times I was told via Countrywide reps the "Hope, Heart" team is the dept. that does the actual modification of the loans, but upon talking to "Heart" team they told me all they do is send out the documents and act as a middle man to answer questions about the documents when the homeowner receives them. September came and again I was told the documents would be sent, but I no longer believed that line and pushed them to fine me answers. It's funny how everyone there can give such a different answer to the very same question. It's kind of like the left hand has no idea what the right hand is doing. Finally in October I called again to get the status of the same modification, by then they had 5 months and still nothing. On October 28th I spoke with a woman in the workout dept, she told me they have no idea where my modification was, who was working on it, if it had been approved, nothing. So she without my approval stopped that modification and signed us up for the Nationwide Homeownership Retention Program. I knew that program wasn't going to take effect until Dec 1, and I wanted the current modification where ever it was found and completed by then. But No, we had to start the whole grueling process all over again. Here I sit still no modification. I have called every week since it was started and have been told the same lines as before; It takes 30-60 days, once I was told in another week you should have docs sent to you, on the 22nd it was escalated, on the 26th a supposed negotiator was assigned. Today I called it's still in active review, no negotiator has been assigned, no time frame for docs to be sent. I was told that because Countywide didn't generate the loan we don't qualify, but that was after at least 7-10 reps had told me we were approved. Again today it was supposedly escalated to another supervisor, though I have realized that means nothing. All I can do is call the 800 number because according to Countrywide that's the only way to reach someone, and of course you can't call anyone on a direct line. I was given an email for one employee which if it was real was never replied to. Anyone out here that can offer any assistance to me would be a Godsend. I feel like I am constantly spinning my wheels. Not only can I never get the same answer twice but apparently either not all the notes are saved under our account number or they, like my modification, just vanish into thin air.
We are extremely frustrated and annoyed. I would seek legal aid if we could afford it but that's not an option. I tried my best to explain the situation in the shortest form so if it's confusing I apologize, just know Countrywide isn't playing by the rules.

[Moe Bedard]

Hi filangie,

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

You can try going through a non profit instead such as NACA....it is free........... and this way you won't have to deal with CW........NACA will go over your financials with you and if you meet their criteria they will put together a modification proposal and negotiate it with CW and your investor.........
click on the link for the info..........
https://www.naca.com/refinance/refinanceTenStep.jsp

[mto66]

I have been having the same problem with countrywide. They are giving me a number for the Hope team which is 877-643-2788. I have been told my loan has gone back to it's original rate and now the hope (heart) team modifies the loan to add in past due amount and fees........has anyone had any luck with this. I am beyond frustrated. Same question with 10 different answers. My file was sent over on the 26th of November (I submitted in Oct.). I have not received anything in writing to date. Can someone let me know if they have had this same problem.

[dthom]

We talked to H4H in October, they said we quailifed but it was up to Countrywide if the wanted to work with us. They sent on Financial Analysis over to CW. Called on that and was told they had not yet approved working with H4H and we did not qualify for Dec 1 program. Then talked to someone named Spencer who took our financial info over the phone and told us we should qualify for regular modification program and told us to fax in hardship letter and documents within 48 hours. Did that on Dec 5, checked on that just before Christmas and was told we were being denied, then after we emailed CW thru our account we were told our modification was pending and to check the workout website. To date all it shows is that they have received our documents, but in the status section just says No Results Found. . We still don't know what is going on. I emailed again yesterday to ask them just what was pending, ( approval, denial) since the website I have been told to check tells me nothing. Everyone you talk there gives you a different answer. We are going to call again to see if anyone knows how long it is taking to get an answer one way or the other. We are trying to be proactive. Not late yet but paying later every month, and having a harder and harder time making the payment with all of the other bills.
Just read today that H4H has only processed 312 applications since beginning and none have gone to modification. Not sure how true, but if CW is saying they have not approved them yet who knows.

You are not alone, getting the runaround from CW seems to be the norm.