CW has me between a rock and a hard spot

[LisaInLeesSummitMO]

I have read many posts on your forum, I am so thankful for Google!

I, like many others here, fell behind on my mortgage, on November 24th, 2007I came home to find a letter from a local attorney stating that CountryWide was starting foreclosure proceedings. I immediately called CountryWide and spoke with a representative in the Loan Modification department. After hearing my story she said that I was "pre approved" for a loan modification and I would hear from a loan negotiator within 10 business days.

I did not hear from anyone for almost three weeks, and finally on December 21 I think I had the dumb luck to actually get transferred to the Loan Negotiator department and actually got my LN, Lisa Roussey. We discussed my situation and she asked me to send my "up front" money, which was the equivalent of my regular monthly payment. I sent this on December 23 via Western Union.

After the holiday, I called and was told that I would receive loan modification papers that I would need to sign and get them returned by a specific date, I did not get these papers until the end of January and the return date was February 11. In the letter it clearly stated that if I had any questions I could call the toll free number. I had a question about the escrow amount added to the loan which had a difference of over $800. Again I was lucky enough (yeah, right) to speak to my negotiator, but unfortunately she didn't have an explanation for the difference in my tax payment and the amount the impounded. I later learned that because my first payment wasn't due until March, a portion of the difference was for January and February escrow payments, and the remainder was for the escrow reserve. However, I was also told that the Negotiator did not require an escrow reserve, so I am now paying interest on the difference for the next 20+ years. I sent the papers in so that they were received on February 9 via Fed ex.

Fastforward to February 29th where I sent my mortgage payment in using my bank's bill pay. I called to verify that the payment was received, and received a confirmation that it was. the same on March 28th, and April 25th (see a pattern here, each of my three payments have been received early). The transaction History on my loan is showing all kinds of additions to my account (interest, legal fees, escrow funds, etc) but no payments are appearing. I call, and after 20-30 minutes of being on hold, I am told that the payments I am sending are being put in suspense (old time banking term, for we don't know what to do with it so we suspend it until we do) until the modification is closed. I tell them that the last person I spoke to told me that the modification has been closed since March 27, 2008, well, they say, it takes awhile for everything to be updated. Ok, fine.

Fast forward to May 6, two payments, (March and April) appear on my transaction history, on May 8, I receive an automated call which CWHL describes as a courtesy to me to remind me to make my payment, stating that they have not received my May 1 payment. So I call, again, and tell whoever I manage to get hold of that I have made my May 1 payment, and that I have also received confirmation that they suspended it, yet again. AT one point, I spoke with a lady somewhere in Bombay that says she has the LN on the other line and she (the LN) states that she just needs one more day and everything will be up to date by Friday, May 9.

Yep, you guessed it, it's still not up to date and I am still getting automated collection calls. And each time I call to get a status, they tell me that they are showing a partial payment of $1099 and they are waiting for me to send them the remaining $675. (my payment in is 1574, someone can't do basic math). I tell them I sent in the regular payment on April 25 and I have no idea what that 1099 is (even though my loan mod papers show 1099 for legal fees).

I can't tell you how many times I have requested that this be closed out and my payment posted only to be told it will be a few more days and that they are sending my LN an email asking her to call me, (who do they think they are kidding, I didn't just fall off of the turnip truck yesterday).

Any suggestions on what I can do to get this closed, I am feeling a greater sense of urgency to get this resolved, because I foolishly believed them when they told me that all I had to do was make my payments ontime and then sometime in June I can call them to discuss my ARM that comes due in September, when I can either get a lower fixed rate (from 10.5) or at least get my current rate frozen. The cap on my current ARM is 17.5% and I am even more concerned that they are going to continue to exhibit their greed and raise my rate rather than freeze or lower it.


LILSMO

[Moe Bedard]

Hi Lisa,
Welcome to the forum and thank you for joining.........

If you already got the number that is good............as a precautionary measure to be given to the right dept...........

[LisaInLeesSummitMO]

Thank you so much for your quick response. I'll let you know if I get any response/resolution.

[LisaInLeesSummitMO]

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.

[Moe Bedard]

Lisa,

If this is the only property you own, you may want to try going through NACA instead..............they can help put a modification proposal together and present it to the investor through CW. Their services for the Home Save program are free...............click on the link for the info......

https://www.naca.com/refinance/refinanceTenStep.jsp

[LisaInLeesSummitMO]

Thanks, I'll do that, I was looking for a link when I saw you responded

[angelisax3]

***, I see that you refer alot of people to NACA which is a great program. What happens if you can't get into a workshop in your area anytime soon? Sorry if I should have started a new post...

[LisaInLeesSummitMO]

No, that's a very good question I am curious to see what the respone is, another would be what if there isn't one in your area

[FLgata]

You can schedule a phone appointment right from their website. That's what I did because the closest workshop was almost three hours away from me. Hoped that helped.

[LisaInLeesSummitMO]

Yeah, that is an option too, but my schedule is so busy, I am a 24x7 support person and it's hard to commit to the volunteer commitment they are asking for, so I am going to keep that option open for now.

[FLgata]

I'm sorry, I thought you were asking about what to do if you cannot attend a workshop in order to start their loan mod process. That's why I suggested the phone counsel appointment. If you do decide to do that, plan for at least an hour of phone time with them...assuming you get all the appropriate paperwork faxed/emailed to them beforehand. It took me three phone appointments to get everything right, but it was all done within one week. As far as the volunteering, it is requested, but I don't think it is mandatory. In my case, I do my own scheduling so if they help me save my home, I will be more than happy to return the favor anyway I can.

[LisaInLeesSummitMO]

Yes, I was, but I was also thinking about the whole thing and added that part....I guess I am still aggravated from today's episodes.

I saw in another thread about CW Adovacy team, do you know what is?

[FLgata]

hmm....doesn't ring a bell. I try to keep up with all the threads, but that doesn't sound familiar. Do you recall what thread you saw it in?

[LisaInLeesSummitMO]

Yes, here's the link

CW/NACA Experience SUCCESS!!

[pdsfoley]

hi guys....I'm one of those FLI's at CW...and honestly I try SO HARD not to be. But even the FLI's like me that ask and ask and ask question's can not get answers either!! I went through 7 weeks of training 4 weeks of "on the job" training...I have a loan there I still don't know anymore than I did b4 I got the job.My modification nightmare STILL goes on. I believe CW is doing as little as possible for its customers. I am in NO WAY a stupid person, and I try to help as many people as I can but, each dept. has its own "people" and they just don't know. Supervisors sometimes can't answer my questions...and believe me I ASK!!! I think the "biggies" think everything is on a need to know basis, and even when, I NEED TO KNOW... I sometimes can't find out. I feel your pain. My story is just as horrible, thats why I applied there so, maybe I could find out who these "front line idiots" were, I'm still in the dark. Just know....some of us are trying.

[LisaInLeesSummitMO]

Now I'm embarrased, and please don't take personal offense at my frustration. I agree that CW is doing as little as possible to help their customers. I do acknowledge that there are a number of people on the front line that do try very hard to be helpful, and I have no doubt that you and I have probably spoken on the phone given the number of times I have called in the last 15 months. I am trying to prevent a new foreclosure when my ARM adjusts in 18 days and am getting nowhere faster than you can say get out!

I am sorry that you, an employee, are having the same frustrations as the rest of us. I am sure you are not truly a FLI

[pdsfoley]

Don't be embarrased...when I applied, and, I was in training I had a "meltdown" one day when they were teaching us all the screens we had to learn. The trainers kept saying "don't worry you'll get it" My frustration was this, I said " I worry because I don't want to be one of those idiots I call when I need help"!! and, "these are peoples homes we're dealing with"!! They just said, again, "don't worry, you'll get it" I should have known then what I was in for. I strive to make it easier for the ones I can. Anyway I don't want to ramble, just want to say I get it...and I don't take your comments personally.

[lugson]

Originally Posted by pdsfoley

hi guys....I'm one of those FLI's at CW...and honestly I try SO HARD not to be. But even the FLI's like me that ask and ask and ask question's can not get answers either!! I went through 7 weeks of training 4 weeks of "on the job" training...I have a loan there I still don't know anymore than I did b4 I got the job.My modification nightmare STILL goes on. I believe CW is doing as little as possible for its customers. I am in NO WAY a stupid person, and I try to help as many people as I can but, each dept. has its own "people" and they just don't know. Supervisors sometimes can't answer my questions...and believe me I ASK!!! I think the "biggies" think everything is on a need to know basis, and even when, I NEED TO KNOW... I sometimes can't find out. I feel your pain. My story is just as horrible, thats why I applied there so, maybe I could find out who these "front line idiots" were, I'm still in the dark. Just know....some of us are trying.

You work for cw? can you answer a few q's (I realize you might not be able to...)? I have seen that some people posting to this forum have been able to reach their negotiator - we have our negotiator's name, but the heart team refers us to home retention and vice versa when we try to get in touch with our negotiator. It just seems like every customer is treated differently at cw. It is all so confusing.

I just find it hard to believe nobody at cw can release your details - not a single department knows anything about the status of all these loan mods? It also seems like so few people are getting help - judging from this forum.