Complaint Review: AHMSI or Homeward Residential - Internet

Like others who have posted here, I have had the same problems with my mortgage servicing company: 1. Off-Shore Call Centers 2. No written confirmation of terms 3. Outrageous demands for money not owed 4. Mis-calculation of my escrow account

What I did was contact my local Atty General for my state, who got me in touch with the Dept of Finance who licenses mortgage servicing agents. I also complained to the BBB for the state the mortgage service agent was in and most importantly I filed a complaint with Consumer Financial Protection Bureau as well as the FTC regarding debt collection practices.

My suggestions:

1. Do not negotiage over the phone, ask for everything in writing. If they say they are recording the call, return the favor and let them know you will also be recording the call on your smart phone.

2. Send correspondence by certified mail only, as emails and phone calls are not as effective. Be sure to cc: the agencies mentioned above, and let the mortgage servicing agent know you have complained to these agencies. You will have to request a "qualified written request" and include your name, account number, your complaint and exactly what you would like the mortgage servicing agent to do as well as give them a time frame as well.

3. Do not be rude, keep calm and if someone does call or a leave a door hanger, note the time, date, who you spoke to, and exactly what was said. Again, do not negotiate over the phone, send every request in writing and if they are making demands request those demands in writing.

4. Ask for a copy of the mortgage note as well as contract, which allows them to collect the debt to begin with and a copy of how all payments were applied and have it reviewed by an accountant if necessary.

5. Keep track of your monthly payments on line and check your account often for any unauthorized activities. Send your payments via Western Union so there is an independent record of when you send the payment, do not let them ACH your account.

6. Keep the faith, and spread the word on forums like this.

Today Homeward Residential (aka AHMSI) was sold today to Ocwen Financial Corporation by Wilbur Ross Jr. who owned it, directed it, planned it, authorized the actions of the people who worked there. Looks like the head rat is jumping ship before he gets in trouble for it, don't know if that will work or not! Here is the information for the new head of Homeward Residential, if you want to send correspond with them. 

I do recommend that you use the Consumer Financial Protection Bureau and also complain to the State of Texas BBB who has been tracking their activities all along, as well as your local State Atty General and/or Dept of Finance for your state that holds the license that allows them to practice in your state if you are having problems with them. Also the FTC can help you with any debt collection practices that are unfair as well as any mis-reporting to your credit reports. 

CONTACT: John V. Britti
         Executive Vice President & CFO
         T: (561) 682-7535
         E: [email protected]: Ocwen Financial Corp.

Again with the help of the Consumer Financial Protection Bureau, our local state Dept of Finance and the FTC and BBB in TX, I was able to get reinstated, however the mortgage company AGAIN, is trying to pull a fast one by asking for additional funds for my latest mortgage payment. I don't know if they are just trying to wear me down or wear me out, but it won't happen.

There is a great opportunity for anyone who has had similar problems with their mortgage servicing agent to make their complaints known as regulation is pending. I think that the #1 item, is that any form of communication (i.e. phone, email, etc) from the mortgage servicing agent must be followed up by a hard copy in the mail, and that any fees charged or collected in error must be refunded before the next mortgage payment is due. Go to this website, so you can add your comments to how the regulations should change to protect consumers.

http://www.consumerfinance.gov/blog/putting-the-serviceback-in-mortgage-servicing/

I have filed complaints with the Consumer Financial Protection Bureau and with my local State Financial office which has been helpful so far. I was advised that email or verbal correspondence was not really useful, so send written correspondence only, I would recommend by certified mail, so that you have a documented record they have received it.  

 Again, if you have ANY complaint with them, as for a "qualified written request" in the title of your complaint, include your acct #, name, the complaint(s) you have, the resolution you would like and a date that you expect them to respond. CC: this correspondence to your State Financial agency (or Atty General's office), as they hold the license that allows them to do business in your state. Also for their "debt collection practices" file a complaint with the FTC and if your home is owned by Fannie Mae, Freddie Mac with them as well.

You may also file a complaint with HUD, and your local State Dept of Commerce. I would definately recommend that you report your complaints on websites like this and any successes you have had to keep others informed. This is my own suggestion, but you should try and attempt to make payments to them, if at all possible, even if they reject and return them to you.

Keep yourself informed and ask for non-profit counseling and/or a mediator to help you "negotiate" with this company. Finally, don't give up and don't lose hope. We can't all be wrong. There is definately a pattern of predatory loan and collection practices. If enough complaints are made, our voices will be heard and justice will be served. PS: If you are in WA state, please please make your complaints, I need the support.