Complaint Review: America's Servicing Company - Baltimore Maryland

Every time I read the response from the ex-employee, it burns me up! You can be aggravated all you want at the people who choose to file their complaints here. These are NOT false attempts to classify ASC as a poor servicer. ASC's own actions time and again have proved they are one of the worst servicers in the market and the complaints here are evidence that ASC deserves this reputation. Every person who has filed his or her complaints here knows the real deal except you. You choose to put your head in the sand and defend ASC because you have no idea what you are talking about. How dare you come here and attempt to discredit these people when you and others like you are the main reason so many people are having problems with ASC. Your response proves the rudeness and callous behavior so many of us experience when we are trying to get answers to our questions over the phone, that is IF we are lucky enough to even get through your phone system. ASC is in the business of trying to make a quick buck from the sweat and tears of others who have worked hard to obtain and keep a home, they're not interested in helping anyone but themselves to our wallets. Ever since ASC stepped into the lives of those who had the misfortune of having their loans sold to ASC, we have had nothing but heartache and heartbreak. Sure there are some who don't have any problems at all with ASC, but eventually they will and they will come here and file their own complaints. One thing I've noticed more often than not is when most of these loans were sold to ASC; people started having problems they never experienced with their loans before. Can you explain this to those of us who do not understand why this is happening? "ASC services thousands of loan's around the country.. the majority of these loan's are very satisfied homeowners.. because why? They pay their bills ON TIME. It seems like the only real problems come from homeowners who never pay on time" True and False! ASC may very well service thousands of loans around the country, however it's apparent there are not enough trained employees to service the loans and provide answers to the simplest of questions by their customers. Everyone here who has attempted to contact ASC can vouch for the lack of service provided, especially when he or she receives several different answers to the same questions. The allegation that the majority of the loans are very satisfied homeowners is false! The majority of loans that do not have problems are those that were with ASC (actually Wells Fargo) from the beginning, it's only the loans that were sold to ASC are the ones that have problems. The allegation that those who pay on time don't have problems is false. If this was true, then please explain to us how payments made electronically through the bank or Western Union are not applied to our accounts in a timely fashion? Also please explain to us how come a check can be sent to ASC 15 days before it's due and it never makes it to the account or it's applied to the account late? No one at ASC is willing to admit there are not enough employees to process these payments or it's negligence on ASC's part for not doing their job in a timely efficient fashion Even with a supposed 15-day grace period, can or will you explain jow a check or payment was made 15 days prior to the due date, still manages to get posted to an account late? "For those disputing late fees within 60 days of loan acquisition: You did not incur late fees per ASC, Anything on your account after the transfer of the loan is acquired from your previous servicer." False! Over half the complaints on this site say they never received a "Hello or Goodbye Letter" from either company. As soon as the homeowner realizes there has been a sale/transfer of their loan, they contacted ASC and were given conflicting information on the status of their loan. Most complain they were told to wait because the information was not in the system yet. Later they find they've incurred late fees or they paid the wrong company. ASC then reports this to a credit-reporting agency as being a late payment then sends the account to collection. Anything on your account after the transfer is ignored by ASC in favor of their own policies. ASC does not inform the new client on how they operate and they refuse to work with the client if the information is incorrect. If we do not incur late fees per ASC, then why is ASC demanding payment of late fees that were incurred as a result of the transfer? "For those disputing late fees period: Read the note you signed before you got the keys to the residence which I am sure most do not and it will clearly state when your late fees are, Most of you are granted 15 days before you asses a late fee and in my opinion is a courtesy of ASC which they arent legally bound to grant to you." Putting the cart after the horse does not help the homeowner understand what ASC is attempting to do. Obviously ASC does not read the Note when they receive the account, otherwise there wouldn't be problems people are having. What ASC does do is to look at the account for loopholes and apply their charges for what they call shortfalls. After locating these loopholes, ASC takes advantage of the situation and adds fees or increases the monthly mortgage payment to cover these alleged shortfalls. Please show us where it informs us in any or all of the wording in the paperwork that ASC has sent us that says "ASC which they arent legally bound to grant to you." I know you said this is "in my opinion," but we would like to read this for ourselves. Tell us where to find this information. If ASC is not legally bound to grant us a 15-day grace period, then we should be informed of this, especially if we are truly late in making a payment. Information of this nature could really deter a lot of us from making our payments late. My bet is that you will not admit the average homeowner is not aware of this policy. What is the criteria that would exclude a person from this 15 day grace period? Who gets to choose who gets a 15-day grace period or not? "For those disputing Forced Placed Insurance: Read your note, It is not ASC's responsbility to transfer the insurance proof, It is the responsbility of the homeowner to fax in proof..which most people fail to do, so per your note its legal to force place insurance." Despite sending this information via mail, fax and over the telephone, ASC claims never to have received this information, or they choose to ignore it in favor of their own over-priced policies. Since the homeowner if forced to pay for these policies, they are entitled to a copy of this insurance which ASC refuses to supply, why is that? Regardless of whose responsibility it is to transfer the insurance proof, how come ASC cannot seem to find the numerous fax's we send them when they claim the initial fax was not received? ASC has so many offices that handle different parts of each persons loan, it's no wonder the right hand has no idea what the left hand is doing at ASC. Obviously these offices do not communicate with each other and there is no one assigned to make sure all of this information is updated correctly, nor is there any follow up on telephone or correspondence sent to ASC by the homeowner. Yet the homeowner is blamed for ASC's employee negligence. "For those disputing lost payments: Your payments take seven to ten (7-10) days to come through the mail and then get sorted with the millions of other pieces of mail, recorded and processed. If ASC could process over a million checks in a regular working day, please let them know. As for now, your payments will take 7 to 10 days to process, and put your loan number on your check. Also, dont be cheap and use a moneyorder, people steal moneyorders and thats why some of yours get lost, its not ASC's fault." False! As usual, ASC accepts no blame for lost or late payments. Some of us send payments via Priority Mail, registered mail or Western Union and still ASC claims to have not received the payment despite the fact we have receipts to the contrary. So don't tell us we sent late payments, we know better. If the envelopes are addressed correctly which I am sure they are, then it's either theft or it's negligence on the part of the ASC employees who process the mail and computer input. How is it our fault if ASC looses our payments or correspondence, or throws it into a pile to be processed at their leisure? If the payment was sent in advance of the due date and it takes 7 - 10 days for the payment to reach your offices, and it takes another 7 - 10 days to apply the payment to the account how is this homeowner's fault? ASC refuses to acknowledge it is ill equipped to process the payments in a timely manner and this is not the homeowners' fault, it's ASC's. So stop accusing us of making late payments. Not everyone makes their payments late. Obviously ASC does not use the date stamped on the outside of the envelope, or the day the payment was received, if they did, over half of the payments would not be recorded as late. ASC chooses to place the blame on the homeowner when it's ASC's fault for not coming up with a more efficient way to sort and apply the payments to our accounts in a timely manner. I swear this is a set up to purposely generate late payment fees by ASC. Money orders are not free or cheap; they have to be purchased and are a very good means of keeping records in the event ASC claims the payment was not made. Western Union is another highly effective way of paying ASC because a traceable Money Transfer Control Number is issued to you when you pay through Western Union. Western Union keeps excellent records and upon request they will provide you with a letter containing information on when the money was sent, the transaction number and the information when the payment was acknowledged by ASC. Despite sending payments via Western Union, ASC still manages to claim the payments were not made and chooses to ignore the Western Union payment information contained in a letter on Western Union letterhead. No matter what method you use, ASC has figured out a way to continue blaming the homeowner for making their payments late. No computer on the planet is 100% accurate and it's only as good as the person who inputs the information. If you have flawed employees; the records are going to be flawed. Does ASC acknowledge when it makes a mistake? NO, instead it pushes forward and the homeowner ends up in collection. followed by foreclosure. "Missing payment to prior servicer: Wait a month, It will be transferred. It is no use calling within the first month after transfer of servicing." That's exactly what causes the problem, waiting a month! The information is not properly transferred in the very beginning and the homeowner is informed there is no information in the system as of yet and they are to wait until the paperwork is transferred. Meanwhile the account ends up with either a late fee or in collection. The harassment begins. First one nasty telephone call, then a very rude representative calls you, then the next thing you know they inform you they have instituted foreclosure procedures against you. You know you called ASC in the very beginning and tried to obtain information or correct your account, but conveniently there is no record of your first or subsequent contacts with them. You are accused in a round-about way that you are a deadbeat or that you are not meeting your financial responsibilities and then are subjected to outrageous demands to agree to a payment arrangement that is nothing more than another means to rip you off for more money. I'm sure in some other post you will tell us how great payment arrangements are, and how they help us save our homes from foreclosure. Most of us know from experience that no matter what we do, we will never be able to save our home from foreclosure with ASC. ASC has it all worked out to their advantage not ours! As they are taking our money, they are sneaking around behind our backs getting everything together to foreclose on our homes. Just when we make the last payment on "The Plan" we are notified that we broke "the plan and foreclosure proceedings have been instituted" against us last month without us knowing about it. "Read your mail and answer your phone, provide ASC with good phone numbers to reach you at. If you throw away ASC mail thinking its junk, dont answer phone calls from ASC thinking its telemarketers, You are a moron. "ASC never informed me of my forced placed insurance", Well, dont throw away mail and stop ignoring your phone calls and next time you might have a clue." Of all the comments you wrote, this one really takes the cake! Read your mail, sure.. Not a problem, respond in writing to ASC and they ignore your letters and say they never received them. But call again and speak with a different person and they admit the letter is in your file. Provide ASC with good phone numbers, sure.. Not a problem, but let one of ASC's rude, nasty, insulting and threatening representatives call your home, Ohh joy! Nothing like being harassed several times a day. Oh yes, I love answering these types of phone calls! Just once it would have been great to receive a telephone from a nice representative. Late one evening, the telephone rang and it was an ASC representative demanding to know when I intended to bring my account up to date. Even after explaining that I was on a "Payment Plan" and I was not behind in any payments, I was cursed and yelled at, and I became angry, I told him, "I'm sorry, I can no longer speak with you, your rude and insulting demeanor is not justified and I am not obligated to sit here and be berated by you or anyone else, goodbye!" and I hang up. I cannot tell you how many times he called back and attempted to pick up where he left off. I just hung up on him without saying another word. (Read the complaints about the telephone calls, you'll see what I mean. There is one in particular where an ASC representative left a message with a young child.) I wish I could play the audio tapes of the telephone conversations I had with several representatives from ASC, they would curl your hair. To keep your sanity, record all the telephone calls you get from ASC. Some states have laws against recording telephone calls, and some do not. Most states say that if you receive a call from another state to your state, it only takes permission from one individual in order to record the call legally. YOU are that one person. You may not be able to play the tape in court, but there is no law against transcribing the conversation word for word and submitting that as evidence of your dealings with ASC. During one telephone call, I decided to turn the tide and inform the caller that I was recording the call for training purposes and they hung up on me. Those tapes will give you peace of mind that you are not crazy and are also a record of the conversation in case ASC claims there was no such conversation in your record. I've had this happen numerous times and believe me they'll ask for the tapes and you can supply them with copies. Keep the originals in a safe location outside of your home. Only keep copies of the tapes in your home and put them in a safe place as well. YOU ex-employee have the nerve to be insulting and call people morons because we claim we did not receiving anything from ASC, that's just plain ignorant and rude. Don't give us the "ASC sent you letters speech" we don't want to hear it because we know you never sent it. On the other hand IF you did happen to really send it, it's entirely too late to do anything about it. ASC has the knack of sending out letters with unreasonable response dates. To prove what I say, just look at the date on any letter you received from ASC and make sure to look at the date on the envelope, they're usually several days apart from each other. Whatever you do, always save the envelope, that's proof of the date the envelope was stamped. However, it may not be proof of the date it was mailed. I have received letters dated up to 14 days prior to the envelope being stamped. And have received letters over 14 days after the date on the outside stamp on the envelope and the letter inside was dated even earlier than 14 days. ALWAYS write on the back of the envelope the date you received the letter from ASC. ASC refuses to work with the homeowner. ASC does not answer correspondence and often ignores Qualified Written Requests for Information as called for by HUD. Is there legal action you can take? Sure, but the hard part is trying to find someone willing to listen to you, investigate your complaint and follow through with legal proceedings. The homeowner does everything within their power to talk or work with ASC to no avail and within a few weeks, the homeowner gets notification they are in foreclosure. ASC is famous for not answering correspondence and denying it was ever received, yet as I said before, all it takes is another telephone call to ASC and the truth eventually comes out. Someone from ASC will inadvertently acknowledge your letters were received and are in your file. "Theres millions of other replies I could make, But the bottom line is, Monitor your loan, It is not ASC's responsbility to completely babysit it for you, Pay your bills on time, Read your mail and Answer your phones. Any questions, ASC is available to answer, If a rep cannot assist, there are leads and supervisors." Now that's funny! I'm sure there are millions of other replies you could make, but I'm sure you did actually spend some of your time making it look like you're working at ASC before you left. You're right, it's not ASC's responsibility to baby-sit our loans, however it is ASC's responsibility to make sure our loan information is correct and that ASC follows the law. We KNOW this is not being done, and eventually someone is going to wake up at one of the government offices that regulates ASC and you'll find your ex-friends sitting outside on the curb wondering what happened. Ask some of the ex-employees at Ameriquest, they know. Sure some of us may be upset and frustrated on the phone. We have every reason to be upset; you are trying to take away our homes and not giving us the benefit of the doubt or even bothering to work with us to straighten out the situation. If you think the representative is rude and insulting, wait until you ask to speak to a supervisor. Before this person gets on the phone, the representative you were talking to has already informed them of their side of the conversation and by the time the supervisor gets on the telephone with you, they have already jumped to the conclusion you are a problem customer. Your tone and attitude proves exactly what the people are saying about ASC and no matter how you come back and try to respond, you are still going to put yourself and ASC in a bad light with us because we know the truth. Eventually you will know the truth too, ASC deserves the reputation it has because it is not in the business of helping people solve problems. ASC is in the business of causing people problems and helping them out of their money and homes. Telling others to get a clue is just plain insulting, especially when we are experiencing serious problems as a result of people like you. You need to learn some manners. Stop insulting people; you don't know what you're talking about. Do something constructive for a change and actually help someone save their home. Spill the beans about ASC and how it does business, and then maybe you'll grow a heart. This is not the only thread on ASC, search the Ripoff Report for American Servicing Company, America Servicing Company, ASC and even better yet, search this site for Wells Fargo Home Mortgage and read those complaints, they're eye openers too. Wells Fargo IS the parent company of America's Servicing Company. Want more information, go to your favorite browser and type in ACORN and look for any references of complaints against Wells Fargo. You can also find more complaints about America's Servicing Company by searching the Internet using their name.

Hey, you anonymous ASC coward ! Why are you hiding yourself ? Why are there hundreds of reports against your company if your main objective is to be honest and ethical ????? I have used money orders for decades and they never "got lost" especially if they had the name of the recipient on it and especially if I used the preprinted envelope. What should someone do with a money order that says "America's Servicing Company" That's why these "stolen" money orders are never cashed. I tell you what: You guys throw them into the shredder because late fees are one of your major profit centers. That's why you also decided to raise our monthly late fee from $ 17,50 to $ 20,50. You guys are not happy about payments that are made in time. What you want are late fees and if someone sends you a check or money order without certified mail then you see your chance. This is America ! What counts is money and the end justifies the means.

Dear all, I am really aggrevated at all the false attempts to classify ASC as a poor servicer. ASC services thousands of loan's around the country..the majority of these loan's are very satisfied homeowners..because why? They pay their bills ON TIME. It seems like the only real problems come from homeowners who never pay on time, Anyone who is reading this please..read below, For those disputing late fees within 60 days of loan acquisition: You did not incur late fees per ASC, Anything on your account after the transfer of the loan is acquired from your previous servicer. For those disputing late fees period: Read the note you signed before you got the keys to the residence which I am sure most do not and it will clearly state when your late fees are, Most of you are granted 15 days before you asses a late fee and in my opinion is a courtesy of ASC which they arent legally bound to grant to you. For those disputing Forced Placed Insurance: Read your note, It is not ASC's responsbility to transfer the insurance proof, It is the responsbility of the homeowner to fax in proof..which most people fail to do, so per your note its legal to force place insurance For those disputing lost payments: Your payments take seven to ten (7-10) days to come through the mail and then get sorted with the millions of other pieces of mail, recorded and processed. If ASC could process over a million checks in a regular working day, please let them know. As for now, your payments will take 7 to 10 days to process, and put your loan number on your check. Also, dont be cheap and use a moneyorder, people steal moneyorders and thats why some of yours get lost, its not ASC's fault. Missing payment to prior servicer: Wait a month, It will be transferred. It is no use calling within the first month after transfer of servicing. Correspondence: Read your mail and answer your phone, provide ASC with good phone numbers to reach you at. If you throw away ASC mail thinking its junk, dont answer phone calls from ASC thinking its telemarketers, You are a moron. "ASC never informed me of my forced placed insurance", Well, dont throw away mail and stop ignoring your phone calls and next time you might have a clue. Theres millions of other replies I could make, But the bottom line is, Monitor your loan, It is not ASC's responsbility to completely babysit it for you, Pay your bills on time, Read your mail and Answer your phones. Any questions, ASC is available to answer, If a rep cannot assist, there are leads and supervisors. Thank you for your time, -Anonymous