- Report: #186275
Complaint Review: America's Servicing Company - Fredrick Maryland
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America's Servicing Company
7495 New Horizon Way Fredrick, 21703 Maryland, U.S.A.
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America's Servicing Company They are giving us the run around about a workout solution and are uncooperative Ripoff Fredrick Maryland
My long story begins with our both of our mortgages being sold to America's Servicing Company. Everything was ok for a while until we were both out of work for health issues. We mailed in the workout solution worksheet they had sent us the first week in March 2006. About a week later we received a paper on what we needed to send ASC.
All ASC needed was a check stub and a hardship letter. No Problem. On March 15, 2006 I sent out the required paperwork via fax to ASC. We called ASC back a couple of days later and they hadn't received anything. ASC gave me a different fax number to use and told us that now we have to put both loan numbers on the top of all of the paperwork. On March 21,2003 I faxed this to ASC for the SECOND time. On March 24, 2006 we called to see if this had been received yet and they said it hadn't.
By this time we were told that we shouldn't have faxed this to ASC like their instructions told us to. We should overnight mail this. At this point we asked to speak to a supervisor and were told without a specific reason we COULD NOT. ASC knew our reason and it wasn't good enough. Later that evening we called back and finally got a supervisor who gave us the address and the contact name to mail it. We were told to fax it again and the reason ASC wasn't receiving it was that they were backlogged with "OVER 90,000 FAXES FROM HURRICANE KATRINA".
The overnight mail was received on March 29, 2006. After NUMEROUS calls and being told that the paperwork wasn't in the system and a letter telling us that if we don't pay the whole amount by April 19, 2006, they would be starting the foreclosure procedure, we called on April 10, 2006 and were told that the paperwork was in the system as of March 30, 2006.
Why didn't asc tell us this before? ASC then told us that it would take 30-45 days to process and a letter would be sent to us with a solution
On April 11, 2006, ASC's Collection department called us asking about payment. We told them that we were in a workout solution. The Customer Service Rep checked the system and told us that only the 2nd Mortgage was in there. HOW CAN THAT BE?
Both Mortgages were sent in the same envelope. ASC then told us that they have to be sent separately. NOT ONE PERSON OR ANY LETTER MENTIONED SENDING TWO. We asked to speak to the counselor that was asigned to our case and were told that she no longer was our rep because of "YOUR RESPONSE IN AN UNTIMELY MANNER" We had sent this stuff in 5 times and they are losing it and blaming us.
We then asked to speak to the only supervisor we had ever talked to and he of course wasn't there. They will not even attempt to listen to us or do the things they say they will.
It seems to me that they are just stringing us along until we have no recourse. No one knows anything there and they won't let you talk to someone who might. I am at my wits end and don't know what to do. I would never recommend ASC to anyone EVER!
Kori
Burnsville, Minnesota
U.S.A.
All ASC needed was a check stub and a hardship letter. No Problem. On March 15, 2006 I sent out the required paperwork via fax to ASC. We called ASC back a couple of days later and they hadn't received anything. ASC gave me a different fax number to use and told us that now we have to put both loan numbers on the top of all of the paperwork. On March 21,2003 I faxed this to ASC for the SECOND time. On March 24, 2006 we called to see if this had been received yet and they said it hadn't.
By this time we were told that we shouldn't have faxed this to ASC like their instructions told us to. We should overnight mail this. At this point we asked to speak to a supervisor and were told without a specific reason we COULD NOT. ASC knew our reason and it wasn't good enough. Later that evening we called back and finally got a supervisor who gave us the address and the contact name to mail it. We were told to fax it again and the reason ASC wasn't receiving it was that they were backlogged with "OVER 90,000 FAXES FROM HURRICANE KATRINA".
The overnight mail was received on March 29, 2006. After NUMEROUS calls and being told that the paperwork wasn't in the system and a letter telling us that if we don't pay the whole amount by April 19, 2006, they would be starting the foreclosure procedure, we called on April 10, 2006 and were told that the paperwork was in the system as of March 30, 2006.
Why didn't asc tell us this before? ASC then told us that it would take 30-45 days to process and a letter would be sent to us with a solution
On April 11, 2006, ASC's Collection department called us asking about payment. We told them that we were in a workout solution. The Customer Service Rep checked the system and told us that only the 2nd Mortgage was in there. HOW CAN THAT BE?
Both Mortgages were sent in the same envelope. ASC then told us that they have to be sent separately. NOT ONE PERSON OR ANY LETTER MENTIONED SENDING TWO. We asked to speak to the counselor that was asigned to our case and were told that she no longer was our rep because of "YOUR RESPONSE IN AN UNTIMELY MANNER" We had sent this stuff in 5 times and they are losing it and blaming us.
We then asked to speak to the only supervisor we had ever talked to and he of course wasn't there. They will not even attempt to listen to us or do the things they say they will.
It seems to me that they are just stringing us along until we have no recourse. No one knows anything there and they won't let you talk to someone who might. I am at my wits end and don't know what to do. I would never recommend ASC to anyone EVER!
Kori
Burnsville, Minnesota
U.S.A.
2 Updates & Rebuttals
Kori
Burnsville,Minnesota,
U.S.A.
Not complaining about payments
#2REBUTTAL Individual responds
Thu, April 13, 2006
What I was complaining about was the Customer Service. It had nothing to do with the fact that it would take 30-45 days to process. I used to work for a mortgage company. The people that we have talked to refuse to lend any kind of customer service. Maybe we have caught people on a bad day, but it isn't right. Furthermore, the INFORMATION that we sent in was NOT a check. As I have a brain, I know that they get mailed separately. We were told (the first time) that as long as both loan numbers were on all the paperwork, it would get processed. I didn't wait until the last minute. ASC has not "received" anything I have sent them until the registered mail. If that is how the "receive" things, then ASC needs to state that to customers instead of telling them to fax it.
Not
Fneck,Maryland,
U.S.A.
In response..
#3UPDATE EX-employee responds
Thu, April 13, 2006
I used to work for ASC, and you're not the only one looking for a workout option. It does indeed take loss mitigation 30 to 45 days because it isn't just up to us, the investor is also involved, and we await response from them as well. Things take time, and we recieve many faxes. Also, anybody with common sense would mail mortgage payments in two seperate envelopes because do you think if we honestly had humans processing payments, for our 1 million+ loans, that all of the checks recieved would get posted in time? Especially for all the lazy people who wait until the last minute to send a payment, so no..a machine knows how to process 1 check per envelope, so send them seperately. ASC is a great company, when I worked there, i talked to plenty of happy customers. Its only the ones who dont pay, that get angry at me.
