Complaint Review: GMAC MORTGAGE

I am reporting this after a long list of problems I have endured with GMAC since a tax assessment in September 2009. These problems include a cashiers check for $3201.07 lost internally at GMAC for a period of 6 weeks, instructions by some GMAC employee members for me to provide multiple replacement payments, which I did so willingly, while other employees revealed to me that the check was misapplied to another customers account; then absolute confusion by GMAC telephone representatives when the payments were received.

Since September, I have received more than five (5) changes to my monthly amount due, and despite several months of my providing multiple escrow account waivers, case researches, and check searches I have yet received any response directly from them, only an incomplete letter of payment history that they forwarded to the State of Florida Department of Financial Regulation after my reporting them there.

On September 26th, 2009, my annual property tax payment by cashiers check was returned to me by Alachua County for 2008, the amount $3201.07. A notice, that accompanied my return check, stated that GMAC had paid the taxes on the same date.

Having not received any notice or correspondence from GMAC, I contacted them by telephone Sept 26 and spoke to representative Harold. The representative instructed me to re-write the cashiers check to GMAC mortgage and send to PO BOX 780 Waterloo, Iowa 50704. This is unusual given I have always paid taxes since ownership of my property, July 2005.

Although received two by GMAC weeks later, this payment was lost at the GMAC facility for an additional six (6) weeks. Several sympathetic GMAC employees revealed to me during a telephone conversation (noted November 25th) that the payment was wrongfully applied to another customers mortgage account.

On November 13th, 2009, I received a bank draft, without notice by GMAC for the amount of $1719.78 from Bank of America Acct ending in #7470. My normal payment is $985.42.

On November 25th, I received a collection call, and spoke to a representative and then a supervisor Jeannette, whom told me that the account had a research case open, regarding the missing cashiers check for $3201.07 would be properly applied within 3-5 business days, and that I should receive no further collection notices for the November payment until I was contacted again regarding the research results.

Later in the day, I receive a second collection call, which I spoke to Anne, who mentioned that cashiers check for $3201.07 was returned for: Non-Sufficient Funds This is impossible as it was a certified cashiers check by Bank of America paid in Full prior to signing. I requested that I speak with a supervisor, Ricardo, with employee ID #8977059, who upon my asking about the numerous errors occurring with my account, and why the cashiers check was still either missing or returned NSF, refused to read me notes on the account. This supervisor, Ricardo also told me that GMAC received some check for $1382.75 on November 14th, 2009, however refused to furnish any additional information (I never sent a payment for that amount). Although he refused to read me the notes that he wrote on the account, he did mention that there were no research cases open on the account, nor that I spoke to supervisor Jeannette, earlier in the day.

Because  Ricardo refused to make any further research into my account prior to accepting a new payment by telephone, I immediately re-called GMAC and spoke to another representative Britney, who said that my November payment was not received and my account is delinquent for the amount of $1769.05. She mentions that $1443.37 will be required, for my next payment, now due in December, instead of January for the amount of $1378.71 as my newest statement describes.

Britney, accepts a payment for $341.07 to supplement the $1378.71 personal check that, although received by their office earlier that day, would take several days to process. Britney, then mentions, that she cannot say what the next payment will be, because there are so many open cases on the account, in contradiction to the statements of no cases open by Ricardo, several minutes prior. She provided the following confirmation: #2009 1127 79275824.

On November 23rd, I received notice from Alachua County that a second tax payment has been made by GMAC for the amount $2517.16. GMAC was not aware of this transaction until 45min of research while I was on hold by telephone after my having to provide much of the information to them myself.

In short, neither GMAC nor I seem to have any control over the account, and at this point I have all lost confidence that GMAC will correct the account. Mis-applied payments, lost information, inability to follow-up with claims made by their own representatives, multiple assessments of incorrect mortgage amounts, surprise bank drafts during dates that employees admitted the check was received, but lost internally and having a cashiers check lost for a period of more than 6 weeks does not seem normal to me, nor reassuring. I have sent numerous written and telephone requests for escrow account waivers, case researches, check searches all attached herein, and to date have received nothing from GMAC other than further confusion.

Currently to date, I have made multiple payments, in various amounts to GMAC, throughout September through November, all as requested to do so by representatives either over the telephone or in writing in fear that I will be reported to creditors for non-payment, during a time that many other customers make no payments. As confirmed by my last credit report, I maintain perfect credit. My concern is that I may later find that the $734 in additional payments that I have been forced to pay being a financial burden. I made these additional payments in good faith that they will soon make corrections to the account. However, upon requesting the amount of my December payment on November 27, 2009, I was told there are so many open cases on the account, that I would not know what the next payment will be for possibly up to 10 business days; this payment was due December 1st.

I am not interested in GMAC maintaining an escrow account for my taxes, nor any other mis-management from their office as obviously shown by these records, maintaining an escrow account is not something their office is not capable of.

As a courtesy, I am listing below incidences that I have contacted your customer service and tax departments:

Sept 26, received returned check from Alachua County Tax Collector for property taxes. I called GMAC and spoke to Harold by telephone who noted that the escrow status on the account was incorrectly assessed and that it would be removed from my account, he provided the amount and address to send a new, re-written check to GMAC.

Oct 13, check received from bank, re-written to GMAC Mortgage and mailed it to: PO BOX 780 Waterloo, Iowa 50704 as instructed to do so by GMAC employee.

Nov 11, called GMAC and spoke to representative by telephone who mentioned that the funds have not yet been applied and that the escrow waiver previously approved by Harold is now denied by GMAC.

Nov 12, called GMAC and spoke to representative by telephone who noted that the check had not been applied to my account because it was lost.

Nov 13, $1719.78 drafted from Bank of America Acct ending in #7470 (normal payment $985.42).

Nov 13, spoke to representative by telephone and explained that any amount other than my normal payment $985.42 would probably not be approved by my bank.

Nov 14, 9am: spoke to representative regarding the tax escrow, BoA payment.

Nov 17 10am 17min spoke to representative regarding the tax escrow, BoA payment.

Nov 17 125pm 1hr spoke to supervisor regarding the tax escrow, BoA payment.

Nov 17 received fax stating my principal was paid and that no payments are due until January.

Nov 19 spoke to supervisor regarding the tax escrow and BoA payment. whom provided information to fax a new escrow waiver, no payment due until January.

Nov23 sending check for $1378.71 as instructed to do so by GMAC representative Felicia.

Nov23 spoke to Anita and Charley whom put in request for tax refund; take up to 10 business regarding removing the tax escrow. Felicia said payment not due until December. She also removed autopayment, which takes 3 business days and would prevent future surprise drafts.

Nov24 Send check for $1378.71 via USPS# 0309 1830 0001 0244 1747

Nov25 received collection call, spoke to representative and spoke to supervisor and told me account had a research case open, spoke to collection representative Jeannette, on missing check for $3201.07.

Nov27 received collection call.

Nov27 spoke to Anne, who mentioned that check for $3201.07 was NSF. Spoke to supervisor Ricardo #8977059, who refused to read me notes on the account, told me they received check for $1382.75 on Nov14 and that he would not read notes that he wrote on the account.

Nov27 spoke to Britney who said November payment was not received and now due immediately for $1769.05. Payment for December will be: $1443.37. However, she cannot say what the permanent payment will be, because there are so many open cases on the account. The December amount due is $1378.71, and will be processed immediately, therefore the amount of $341.07 will be charged to BoA and the December payment will be used as the November Payment #2009 1127 79275824.

Dec31 Finally received December statement with amount due