Complaint Review: ABN AMRO Mortgage

I and my husband had a very bad experience with ABN AMRO Mortgage and would like to file a complaint. They are running a scam and ripping people off. We are one of their victims just like many others.

We took out a mortgage loan from them on 8/07 and we are paying our loan off as soon as possible; we pay extra on the principle whenever we can. The first few payments we sent in, it took them more than 10 days to process the checks. So we mailed the next check certified hoping they would process it sooner, that way we do not have more interest added on every day. After that certified mail being signed for, it took more than 7 days to be processed.

We try to do direct online payments but there is no such option.

On Dec. 24, 07, we mailed a check for $11,876.89 for the month of Jan. 08 for $1,876,89 monthly payment and $10K toward the principle, but this check never was processed. We called them to see whether or not they received the check and they keep telling us "No" so we have to cancel the check on 1/18/08 and pay a $32 fee for the cancelled check. We called them again on 1/18/08 and spoke with a customer representative and she told us that she will waive the fee for "over the phone payment" which is $19. We paid the same amount that we cancelled the check for $11,876.89, with $10K toward the principle. She gave us the confirmation numbers and still we did not see that amount clear from our bank, so we called again a couple weeks later and a different customer service lady told us that they posted the payment already, just check with the bank again "It must be problem from the bank".

So we called the bank again and they said the mortgage company still did not post the payment. We called the mortgage company again on Feb. 8, 08 and spoke with Caro. She could not help explain why the phone payment had not cleared. It showed the date and the confirmation numbers when she pulled my record up, so she got her manager, Colleen (ID # SR9). I was very mad and frustrated at that time because of all the hassle that they put us through, and colleen was not helpful and telling us that they can not process more than 6 times the amount of payment so the maximum that we can pay is $9,859.62 and she would not waived the phone payment this time because we have to pay over the phone fee. If we want to pay more than that, we would have to call the next day and pay another phone payment fee of $19 each time.

I explained to her since the first phone payment that we made $11,876.89 is not being processed is their fault for not having informed us of how much the maximum is that we can pay over the phone and the service fee was waived for that time but the payment did not get applied. Now I just do a smaller payment that they told us that is doable over the phone I should not get charge for the phone service fee this time, basically, this is just a repeat and a problem that they have created for us, waste of our time and makes us very frustrated. Colleen being the manager and has the final say there and did not accept my explanation, saying that if I don't want to do phone payment then do the mail in, but having that much problem with mail in the past we decided to pay over the phone anyway with the amount that she "allowed" us to pay $9,776.89 and $19 fee for a total of $9,795.89.

On Feb. 12, 08, we received our return check that we made out on Dec. 24 attached to a letter stating that "We are returning the attached item because it cannot be identified or process for the following reason: "blank" and nothing on that letter saying why they returned it. And the whole time they keep telling us they did not received our check, when they sent it back to us with no explanation more than a month later. The check was sent attached to their payment stub with our name and account number. It should also be noted that each of our phone calls required us to be on hold for 30-45 minutes before speaking to anyone.

With all the bad experience and all the hoops that they make us jump through to pay them, we definitely think that they intentionally do that to get more interest payment and fees for automatic and phone payment from people when they try to pay. If we mail in payment they will delay to process it so they can charge late fee, and they get their interest and fee anyway you try to pay. This is a scam and rip off, they need to be investigated so that other innocent people who are good payees like us no not have to suffer what we have gone through.

Julie
marshall, Texas
U.S.A.