Countrywide Success II

[pbbobkanobi]

This is an evolving story with a hopefully happy ending. I have an 3/27 adjustable 1st mortgage with Countrywide thats recently adjusted from
5.99 % to 7.25% raising my payment by $610 a month. In February it will adjust again to 9.45%. I have contacted the Workout Dept. several times in the past 2 months to try and get my loan modified from an adj. to a fixed. This thread Hardship letter has my hardship letter. I faxed it along with my proof of income back on 08/02/07 after speaking with a loss mitigation worker and was told I was pre qualified for a "Adjust to Fixed Mod". The next day I called to confirm they had recieved the fax. I was told it would take 24 hours to show up in the "system". I waited 2 days and called back and was told that they had recieved it and was told it would take 10 - 14 days to process. I waited...and waited.....for 2 weeks.

I then get a letter in the mail saying that if Countrywide did not recieve my hardship letter and proof of income within 5 days my case for modification would be closed. I immediately call and tell them I have just faxed over the info again and would like confirmation of them recieving it. I was told it would take 3 days to get into the "system" and to call back. 4 days later I call back and was told that I had a $2000 dollar surplus after my new mortgage increase and there was no reason for a modification. I was losing my patienece (on the inside) at this point. I politely assured "Joy" that she was misatken and I was indeed about negative $200 every month after all expenses. I explained that I was starting to use credit cards to make up the difference. She modified my expense statement to reflect that I was indeed in the negative every month after making my new mortgage payment and told me it would take about 2 weeks for my case to be reviewed.

I called back today...12 days later...to check on the status of my case. The very nice girl from India finally connected me to the workout dept. and I spoke with "Toby". She explained to me that my proof of income and expense info where in the "system" but the actual paperwork I had faxed over 2 times previously whre nowhere to be found. 3 deep breaths later I tell her that I had already faxed the info twice and was told both times it was recieved. My confindence in there "system" was almost gone. She confirmed that my expense to income was about -$200 so at least the last girl did get something done. I again faxed the info and watched as each sheet was sent. No error messages spit out. I put a big note on one of the pages the read "This is the 3rd time I have faxed this information. Can you please call me at xxx-xxx-xxxx to confirm reciept of this transmittal". I again waited...no call....big surprise. I have to say that once you get to talk to someone in the workout dept. they are very nice...so far. i told "Toby" that she had been very helpful...much more than anyone else I had spoken with at Countrywide. She told me that made her day because she was having a bad one. I bet. I wouldn't want that job.

So now I sit and wait again....all weekend...hoping that this time my fax will not be "lost' in the "system".

Hey Moe...I think it is time I break out the big guns. I will give you a call next week if Countrywide doesn't have my faxed info on Monday. I hope you can help.

[Moe Bedard]

Thanks pbbobkanobi!

What you are going through is oh so typical and it just infuriates me to the point where my blood just boils. Why? Because I experience this same thing when I try and assist people that are not as patient or savy as you. You strike me as someone who is strong and knows how the system works. Imaging the poor elderly people that call for help or people that are just not as strong as you. Many would have given up after the 1st, 2nd or 3rd call. I have seen people give up and just walk away. It's sad.

Oh and don't get me started on the faxes. I have heard that a million times. Oh, but when people refinance or get a mortgage, they don't lose that paperwork. It's like the fax machine from hell. You fax and fax and mysteriously no faxes shoot at the receiving end.

What really upsets me is that when you go to these lenders for a loan, you are treated with so much kindness and respect. But once you reach for help you get this a big cluster of BS and poor customer service. It's not right and needs to be stopped.

Thanks for sharing this great story. I plan on posting it on my blog also as a learning tool for homeowners on what they need to do when they deal with these calls and faxes.

[evel1999]

It seems like we are all getting the same treatment at these mortgage companies while trying to get a modification on our loan. I have spend over $70.00 faxing information such as Financial Statement, Pay Voucher and etc to America's Servicing co and I have received that same reply. It is very upsetting when they keep telling me to fax all the information again and again. I have to send the same information again on Monday, and the person I talked to at America's Service Co gave me the address in Iowa, but when I called back to recheck that information, they tell me it is best if I send it to Ft Mill SC. No one ever tells you the same thing. I am not giving up. I hope these mortgage companies will modify these loans. It is in their best interest and ours that we stay in our homes.

[pbbobkanobi]

I am lucky enough to have an administrative assistant at work. I think i will have her fax my info to countrywide every 5 minutes on Monday. Maybe that will get their attention.

On another note: When I tried to make my mortgage payment online I was locked out of the online pay option. I called customer service and had them temporarily unlock my accont for 3 days. They explained that the workout dept. had put the freeze on my online account.....no explanation.

I will send my next payment via First Class Mail with a confirmed receipt maybe. It is sad that we have to struggle to make our payments on time even when you have the available funds.

[Moe Bedard]

Best of luck to you and definitely take advantage of having an assistant help out. Document anything and everything, onluding employees names and numbers.

[evel1999]

Thanks for letting me know about documenting the agents name and id # Moe.

Everytime I call I talk to someone different and they will only tell you their first name, but they will give you an id# so I am going to keep record on that on each call I make.

I faxed my information again today, and in the letter I reaffirmed that I was pre-approved for a loan modification and was resubmitting paper work again for the 4th time.

I sure hope Country Wide will let you know that they got your fax today and will be working on your case. It sure helps when they let you know they finally did get the information and then let you know that it has been entered in the computer. Mine is with America's Service Co and they are very hard to work with too.

[pbbobkanobi]

OK...I am about ready to come unglued!!!!

I called CW just now and spoke with yet another workout dept. robot who proceeded to give me a whole new pile of crap. I explained how I have been trying to get verification that all the financial info i have faxed 3 times now has been recieved. I was told I was speaking with a shift manager and he would get right to the bottom of why my faxes keep getting 'lost". After 15 minutes of complete silence the guy is like "uhhh....hmmmm....uhh...strange"

I ask what is going on and explains that because I have negative income that I cannot apply for a loan modification. I explain that i was told 6 weeks ago I was pre-qualified becuase of the information I gave originally put me right in the "sweet spot" I explained that every time I call i get told a different story and a new set of rules. Now the guy tells me I have to fax all the information over again (4th time) and this time to include 2 months of bank statements. this is the first time anyone has told me to do this. I ask him if they are just making this stuff up as they go along. Are there any set standards or policies they are to follow. He says yes and has no explanation as to why I am being told different things every time I call. After 25 minutes on the phone with this "manager" I feel I have still gotten nowhere! This time I made my own expense versus income report and included it with my fax. I put my account number is large numbers on every page and also number every page. Now I sit and wait ...again.

I am going to call back now and try to work my way up the ladder to see if I can talk to someone at Countrywide that actually cares and wants to help a good customer....wish me luck.


****************************

Update:

OK...i called back the worlout dept. and this time actually spoke to someone very helpful. Crystal talked to her supervisor and told me that she was very sorry for all the confusion and bad information. She emailed the HOPE dept. with and urgent request to have someone assigened to my case ASAP. She said that i had been pre-qualified and referred by 4 different reps and that might be part of the proble. She told me that the type of modification I was appliying for does not neet bank statements or tax returns. the last guy I spoke with almost completely hosed the deal for me. he had $1600.00 of rental income shown. What the hell is that guy smoking? I have no rental income.

Anyway she told me to wait 5-7 days and then call back to confirm that there is someone assigned to my case and are working on it. She explained that the workout dept. has a 3 week minimum back log right now because the people facing imminenet foreclosure are getting first priority for modifications. it was nice to actuall y speak with someone who knows what the hell she is talking about. She gave me her full name and extension number so I can call her back directly to check on the status. She says if in 7 days if i get no response she will go to upper management for me.

[Moe Bedard]

That's great you finally got a hold of someone who can give you an honest answer. Imagine what some people go through that are not as determined as you or as good on the phone. Many get intimidated and just give up.

It just show you how poorly ran these departments are.

My intentions are not to BASH lenders or servicers. It's to FIGHT for change and policies and procedures, so people can get the help they need. And until this change happens, I will make it my mission to expose the BS that homeowners are subjected to.

Way to go and keep us informed!

[pbbobkanobi]

Thanks for the support Moe. I think it is very important to actually try to talk to someone who actually seems like they care and have some pride in doing the job they are being paid to do. The first guy I talked to today should be fired. Complete imcompetence. He claimed to be a shift manager...that's scary.

On a lighter note here is a picture I took a few nights ago from my front patio. You can see why I don't wan't to lose my house. Nice view..huh?

[Moe Bedard]

That just brought tears to my eyes man.

It just reminds me how everyone has a story and a dream they want to protect. A home they want to save and cherish. Thanks, I needed that picture. It is a beautiful view and you deserve this to work out.

[evel1999]

That is a beautiful view. You are right Moe. We all have a home with a view.
I have lived in my home 16 years and I don't want to move any time soon, and when I do want to move, I want it to be when I want to sell my home and move to a new home. I don't want to be forced to move out of my home due to forclosure when I have a steady income and could stay, if only they would give me a modification that would make this possible.

I sure hope Country Wide will work with you and you can work a modificition.
That is what all of us want. We want to find a way to stay in our home and decent paymemnts that we can afford.

It is good to know that we have someone who is trying to help us. This web site has really helped me and I find encourgement here.

[helpuslord]

Just Beautiful, Looks Like Heaven On Earth. Stay Strong And Keep Your Faith

[pbbobkanobi]

Well I called back again today and was told by the nice lady in India named "Betty" that my documents were indeed recieved and I should just wait for a call from a loan negotiator. I told her that I was told last Wednsday the 10th to call back on Monday if I have not gotten a called yet. I asked "Betty" how long it takes to hear back from a negotiator after sending the documents and being told on the phone once again the I am pre-approved. She said a couple of days. I ask her what she is basing this on. She says "just call back in a couple of days". Great customer service over there at Countrywide India Division. So I sit and wait.....again.

[Moe Bedard]

India, unbelievable! They want to save money by out soucing this delicate operation to a foreign country. I guess the $140 million for Mr. Mizulo is not enough and he needs to squeeze every last dime out of people. I love how they make up english names like "Betty" , come on..........

Remember these are scripts they read off of. Things like your pre approved and it takes a couple days are what they are trained to say and they actually have no idea what really is going on.

If Mr. Mizulo could train monkeys to do this he would.

Keep fighting!

[pbbobkanobi]

I just got of the phone and it sounds like I might be getting somewhere. I have finally been assigned a negotiator and have his name and extesion number. The operator tried to put me through to him but his line was busy for 5 minutes so she sent him an email asking him to call me ASAP. Hopefully I won't be waiting too long. If i don't hear from him this afternoon you can bet I will bebugging him all day tomorrow. The squeaky wheel gets the greasin'!!

[Moe Bedard]

OK, ladies and gentleman, this is how it's done. He's been beat and tattered, but did not stop. Congrats, the majority of the battle has been won but the fight still ensues.

Keep on squeakin!

[evel1999]

Great you have a Negotiator.

I should have one at America's Servicing Co pretty soon also.

[pbbobkanobi]

Well I had a negotiator that supposedly was working on my case but when I called today about 10 days later I was told that I was assigned to a different negotiator and that it would be at least another week until they get back to me. The nice lady told me that the people already in foreclosure where getting top priority. At least my home is not one of the almost 600,000 households evacuated this week in San Diego due to the wildfires. I will just have to keep calling and hope for the best. Anyone have any good info on a FHA Secure lender here in San Diego County?

[Moe Bedard]

The merry go round continues. The FHA SEcure has been a complete let down for everyone. It is available but there are no lenders offering them. They are too scared. Just because there is a lending product available, doesn't mean they have to implement that program. It's a shame and something needs to be done about this.

I'm glad you are OK and your home is fine. Stay safe and thanks for the updates as always.

[pbbobkanobi]

November 5th, 2007 - I called CW again today and was told that my case was still "active" which is a good thing. I told "Jim" that I had read on the internet that I would have to go through three different negotiators and managers before I would get their "verdict". He confirmed this and said that I just had to keep waiting. I am negotiator #2 now and patiently waiting for my case to work it's way up the ladder. This will be my third month of mortage payments that have gone up $610.00 and it is getting old. That sure would have been nice to put in a college fund for my son....oh well. Hopefully by this time next month I will have an answer but I am not holding my breath.

[evel1999]

I hope you are able to get the Loan Modification approved and it does not take very much more time.

It is good to see some of us are finally getting help.

They are starting to do some of the FHA Secure loans. Moe listed a few banks on one of the threads.

Hopeful you will have good news very soon

[pbbobkanobi]

Well here I am 4 months into this fiasco and still loan loan modification. I have had a loan negotiator to whom I have never spoken with for over a month now. I finally was "allowed" to leave a voice mail with his supervisor today and was assured I would recieve a phone call back within 24 hours....again...not holding my breath. The message I left was very professional but heartfelt. I basically told the supervisor that my situation is getting desperate since my payment with increase Feb 2008 and I will not be able to afford it. This is a sob story they hear all day long. I explained that two weeks ago I was told the investors needed additional information from me but I have no idea what they want. Just one simple phone call...is that too much to ask? I send these crooks $1975.00 every friggin month on time and all I ask for is a phone call.

Yesterday I was able to get some inside scoop on my account from a friend who works for CW. My loan is owned by The Bank of New York. He told me this is a good thing because it was not owned by an overseas bank. I guess the Chinese are the hardest to deal with when it comes to getting them to approve a loan mod, short sale, etc. It is just a cultural difference and the language barrier doesn't help.

So here I sit by the phone waiting....waiting....hoping....wishing...praying for that call.

Stay strong people!!! Don't let these blood sucking bastards take our homes!!

[JacMac]

You should document your phone calls and send the letter certified, that way you have a paper trail of the run around they are giving you. I just read this tip on the Federal Reserve site, and I am going to do that with my Loan Modification Negotiator.

Your letter should read like a timeline, something like:

This letter should serve to document the voice message left with (Negotiator's name) On Mon, Dec. 21st, 2007. To date, I have yet to hear a response on the status of my application for Loan Modification . . .

I think siting some of the recent recommendations of GOvernment officials like Bush and others would give clout to your letter, and also, you'll have evidence of the number of times you are calling them and they are not responding. Under the rules of RESPA, they must respond to a letter from you within 30 days I think. Start sending out a number of these each week and I bet you'll get a response pronto!

If I'm wrong, someone please correct me.

[Moe Bedard]

Great advice JacMac and

Stay strong people!!! Don't let these blood sucking bastards take our homes!!

Amen!

[atrombley1]

I am in a very similar situation which you can read about on my thread 16 week workout with Countrywide. I have also left messages for my negotiators supervisor, never got a return phone call. I have been told the same thing that we were pre-qualified. To then call back and have them say they need additional documents. I also was told that my negotiator would return my call with 24-48 hours - never has. I'm not sure what to do. I too can't afford my new payment... I have now contacted NACA and am going to go through the homesave plan to see if I can get help there. With Moe's kind words, I'm trying to do things I enjoy because all I can do lately is dwell on this situation and it doesn't get any better.

Good luck to you!
Andrea