Complaint Review: Green Tree Servicing LLC

My Mortgage was, in November 2013, sold to Green Tree by my former servicer, Specialized Loan Servicing. I made my November 2013 payment as soon as I received my first billing invoice, in mid November, from Green Tree. My bank shows that my November mortgage payment check was cashed on Nov 28, 2013.

I then attempted to sign up on the Green Tree website, (AS RECOMMENDED BY GREENTREE "FOR EASE OF PAYING YOUR MORTGAGE AUTOMATICALLY EACH MONTH"!)
so that I could set up automated payments for all future payment transactions. I tried on at least 5 occasions to sign up for the auto pay but the system would never allow me to complete the process.

In the meantime, my father, fell ill in late November and passed away on Dec 7. In my distressed state I forgot that I had NEVER been successful in signing up for auto pay. It was Dec 20 before I remembered that I was not yet signed up for auto pay. I went to the Green Tree website and tried again to set up auto pay, but the website would still not allow me to sign up.

So on December 20 I called Green Tree to apologize and explain that I was late paying my Mortgage because my father passed away and, in my distressed state, I had forgotten that I was never able to sign up for auto pay. They then took my payment by phone for a $12 service fee.

Much to my surprise, beginning on Dec 26, 2013, I started getting calls from Jenny at Green Tree Collections saying I was in default for NOVEMBER AND DECEMBER, 2013. I called back on Dec 29 and spoke to Malcom and explained that I HAD made my Nov and Dec payments, and the payments had cleared my bank. long ago. After some sleuthing, Malcome told me that my payments had "erroneously" been put into "suspension" and that the error would immediately be corrected. This was the reason, he explained, that I was not permitted to sign up for auto pay. I must be current on payments he said , in order to have the "privilege" to use autopay. ( even though I WAS current!)

I have called every business day since Dec 30 and have been given every excuse in the book for my payments not being applied to my account. Today I spoke to Amber (employee 5592). She got mad at me for being upset and told me "the problem will be fixed when it's fixed and that's that". Then she hung up on me. I immediately called her back and she put me on hold immediately and indefinitely while playing the song "Sweet Anticipation" as the on-hold interlude. I'm not making that up! After 1/2 hr she never came back on the phone.

I kept her on hold on my phone, and used my friend's phone to call back from a number unfamiliar to them. My call was immediately answered, imagine that! I asked to speak to my account manager Jenny S. (emp no. 576). I told her I was going to contact my Congressman if my $2800.66 was not immediately applied to my account for my Nov and Dec payments. Jenny then spoke with her supervisor Michelle H., who told Jenny to tell me she was sorry but HUNDREDS of their clients were in the same situation I was in. "Everyone's payments" Jenny said, "are in 'suspension' due to a 'technical problem', and I cannot tell you when it will be corrected".
So apparently ALOT of money at Greentree is in limbo somewhere, NOT being used to pay people's mortgages. I believe this is called "misappropriation of funds", is it not? And it's illegal, isn't it? And now, to beat all, here is the icing on the cake:
Today I received 4 certified letters from Greentree telling me, "you are now in default on the above referenced credit transaction. Account # 822325213. Your default consists of : Failure to submit your monthly payments due 11/01/13 - 1/1//14."