Complain about a product or service

Countrywide Mortgage

Rosemary of Coral Gables, FL May 29, 2009

We own an apartment in Coral Gables as a second residence. We decided to put it for sale and were able to find a current neighbor interested in assuming the mortagage from us since she wanted the apartment for her daughter. I proceeded to call Countrywide to verify if our mortgage was assumable. The rep, named Maggie, confirmed that YES we could definitely consider the option and that all we had to do was send a fax to the Assumption Department authorizing for the potential buyer to call and discuss the mortagage information on our apartment. She asked if the potentail buyer was a relative to which I answered no, and once again explained she was a financially solvent neighbor who wanted to buy it for her daughter.

Once again, Maggie confirmed that it was "no problem" and even explained in detail how Countrywide had put together the Assumption Department to handle this assumable mortagages due to the high number of foreclosures. Imagine my surprise and total disappointment, when I get a call from the potential buyer saying that when she called the number we were provided for her to call at Countrywide she was told that she could NOT assume our mortgage because it was NOT-assumeable, plus she was not a relative!

I was livid...here we thought we would finally get rid of this additional mortgage, had done everything by the book as explained by Countrywide's representative Maggie just to find out that she had "misinformed us". I demanded to talk to a Supervisor and was put on hold forever. I had to call back twice and every time I got the run around and different information. What difference does it make to a bank WHO pays the mortgage as long as it is getting PAID! These people are totally incompetent and have no sense of morality, consideration, or fairness. They think a simple "sorry" is going to cut it. I can just say one thing...we will never again use Countrywide or Bank of America for any kind of service. They have zero credibility and have demonstrated to be greedy and crooks and deserve to be in the situation they are in!

Larry of Bakersfield, CA May 28, 2009

I am in the process of refinancing my home. I was told that it would take a maximum of 90 days. It has been over 120 days and I can not get a status on my refinace. They will not return my emails or voicemails. I could have refinaced and closed with another company at the rate that Countrywide offered. I can possibly even do so now, but they will not return my calls. I don't want to cancel the refi not knowing that it may be close to closing.

Iris of Manalapan, NJ May 28, 2009

I am currently a customer at countrywide and have regular 30 year fixed mortgage. I call to refinance and I was offered a 5.0 to stay with countrywide rather than go else where and have to redo all my paper work. In 24 hours I received the paper work and signed and returned all the information. 30 days go buy and I hear nothing. I called and called and no return. I was later told that the person working on my account was in a car accident. someone else was handleing my account.

When I was ready to refinance due I got denclined because my property was not FHA certified and could not get a spot loan which I was wondering why because my association was in the process of getting certified. Everything was paid for and done but I needed to refine straight away cause I was staring to have financial difficulting since my son's father got laid off. Low and behold 3 month go by no refinance they let my rate expire then told me I wasn't able to refinance I had to put an additional 20%.

Countrywide also under estimated my taxes anf forked me with an increase on my mortage by 400. a month and cause my payment to be late. I have never had a late payment until this and know I cant even refinance with enyone else cause my credit score went down do to the late payment and since I have a late payment I was told I will never be able to get an FHA loan. Once the company merged with Bank of American and it was no better and the rules are stricter. In order to maintain my home I need a lower interest rate. But I keep getting told that I do not qualify for a modification or a refinance. Whats the point of Obamas plan if those with late payment and low credit score don't get a second chance.

michele of syracuse, NY May 27, 2009

my payment went from 334.00 to 555.90 up to 778.00 within just a few months. my payment just a few months ago was 555.90. i then my jeeps rear breaks locked up. i contacted mitchel at countrywide and was told as long as my payment was made by midnight on the 6th of that month i wld be fine. i made my payment at about 5pm. i contacted them to advise the payment was made by western union to find that i was kicked off my payment agreement. so now my payment is 778.oo a month until april 2010.

im a single mother of 3 boys with no help. i only make 1300 a month after taxes and after my bills i dont make enough to make my payment. so i am borrowing money. they put me on this plan as my only option. i had no other choice but to take this even tho they knew i cldnt make my payment.

i contacted them today to see if i am eligible for President Obamas mortgage plan and they are telling me that i'm not. they say even tho my payment each month is 555.90 and even tho my payment agreement is 780.00 they are only going by the 555.90. i have had nothig but problems from countrywide. they only know how to tell a customer NO and strive off of hurting your feelings.

i cant take my business elsewhere because they have my credit score in the 400 area. they keep telling me that i make enough even tho my mortgage is 780.00 a month, electric and gas is about 300.00. phone 61.00. house insurance is 65.00, truck insurance is 40.00 and misc bills like co-pays and house supplies, cleaning, laundry etc is well over what they claim i make. they harrass me on a daily basis even tho i am on a repayment plan. i just want to get my credit score up enough to go someplace else or at least lower my payment or even extend my loan but they wont.. they keep ballooning it. i cant afford to live here anylonger.

Linda of Staunton, VA May 23, 2009

Everything Was fine with Countrywide until I was getting ready to refinance with another company in July 2008. The other company sent an appraiser and everything and when I called Countrywide to get a payoff, I was told that Countrywide could refinance me at 5.2%. I decided that since I was with them, I would just stay. The paperwork was fed'exed to me in 1 day with a return fed'ex envelope. I filled out all the paperwork and sent a cashier's check for 450. A little over a month later, I'd heard nothing.

when I finally call I was told, "Oh, you were denied. Didn't anyone call you?" I was furious! Then it took me over a month to get the 450 back. Then in July, the payment I sent was "reversed." Of course the rep could not tell me why or even what reversed meant. Then the August payment was also reversed. When I started getting seriously behind, I called the home retention unit and spoke with Carol who told me I qualified for the Work-Out option. She fed'exed the paperwork to me including a return fed'ex envelope. I filled out the paperwork and sent everything back in the envelope. Everyting I tried to call her she never answered and and answering machine said not to leave more than one message. Finally, I got her and she told me I hadn't done the notary form. I found it, had it notarized and faxed it back. Another month went by and I heard nothing. Again, I called and called and could never get her.

Finally, I called and insisted on speaking with her supervisor. Her supervisor then got on the phone and told me that the notary form was incorrect. I work at a law school and knew it was correct. She told me that Carol said she tried to call me and could not get me and I knew that was not true. Never the less, I redid the notary form the way they wanted, even though it was incorrect, and faxed it back. I heard nothing else and assumed everything was okay. The first payment was due March 1, 2009. I sent a cashiers check thinking everything was fine.

Almost two weeks later, I got the checks back saying "Countrywide appreciates your attempts to pay, but this is not the amount due!" I was shocked. Then I called to find out what had happened, I was told by the rep that it was on record that my house was VACANT. I told her that was not true, that I lived in the house along with 3 kids and a grandson. She just kept saying, "Oh my God! I can't believe they are doing this to you! Then I was told that the bills I sent along with the paperwork were not current! Next I was told that they never received the paperwork!

Then I was told if I wanted to keep my house, I had to pay everything that was due! I contacted the National Forclosure Consultant Group in April. Countrywide refused to work with them at all! They told the NFCG everything from the house was VACANT to I had a second mortgage on the house, to they tried to work with me in March. My house was sold on May 12, 2009, and I am presently looking for a home for my family. I hope that someone stops Countrywide because they are the biggest rip off company out there. When I called Bank of America after they took over Countrywide, guess who I got? The SAME incompetent people who worked for Countrywide. If you talk to 5 different people, you get 5 different stories.

Also I want to mention the main statement that Carol made to me was, "You will probably be getting statements from Countrywide every month, but just ignore them because you will be in the work-out program. They do this so you will get farther and farther behind! I am going to do everything I can to put them out of business. They have stolen so many peoples homes until it is unreal!

Bill of Wixom, MI May 20, 2009

I called Paul at Countrywide (since then renamed to B of A) after receiving a letter in the mail about refinancing opportunities. I had been thinking about doing this and decided to call to see if I could save some money.

I put down a 400 application fee and sent them my information. I then received my loan documents. I had some questions on the closing costs and the cost of the point they were charging. I tried to call Paul to ask him my questions. I left message after message. I got no return calls. I asked for Pauls boss, his name is Alan, I left Alan multiple messages. I continued to leave message for Paul and got NO response at all. I sent Paul emails, he was kind enough to reply that he would call to respond to my questions, but never did. I asked for a refund, he said he would call to discuss, he never did. He finally did respond, via email, that he could not authorize a refund. I asked for a phone call, got none. I called customer service, they said I had to deal with Paul. I asked to escalate, they took my name and said they would call. Guess what, they never did.

This company is the least customer friendly company that I have ever dealt with. I will never again recommend anyone to deal with Bank of America, Paul Tonn or Alan Merrill.

Tamara of Arcadia, CA May 19, 2009

I had my mortgage with Countrywide Home Mortgage, inc. In January of 2008 approx. Countrywide started the modification on my loan with them. I signed all the paperwork and was told that it would take a couple of months for it to go through. Also, I was told that I needed to be deliquent, so they had to back out my February payment, which I allowed them to do. I kept getting notices that I owed more money to CHL. I kept calling them asking what was going on, they kept saying that it would work itself out.

Then in December of 2008, Countrywide sent me another modification showing that I would pay an interest only of approx. 3300.00 monthly. I signed the modification, had it notarized, and sent it to them. They told me not to make my January and February payment as it would be included in the modification. So come March I called and made my 3300.00 payment, at which time I asked them when the system was going to be updated with my new information, once again they told me that it would take a couple of months for it to "catch up", during this time I kept getting notices that I owed 18,000.00, but I was assured that everything was ok.

When April came around I called to make my 3300.00 payment but was told that my loan was sold to Litton Servicing. When I called Litton, they indicated that there was nothing in the loan notes indicating that I had a modification, they said I owe 18,000.00. They told me that the modification that I was given from Countrywide was not valid.

Now I sit waitng to see if the Litton will give me a modification. In the meantime, my credit has been ruined by Countrywide, and before all of this, I never missed or was late on a payment. I need to know what my legal rights are as this is just not right, to do to a consumer. Please someone help. I have copies of both modifications, that are notarized. My credit has been ruined and now I'm facing a possible foreclosure if something isn't done.

Amanda of Lake Elsinore, CA May 18, 2009

I did not receive a statement from Countrywide in February. I have been paying by mortgage regularly for years without falling behind. I did not realize that the account went into arrears. They said they tried to contact me but I have had record of this.

When I contacted Countrywide about this problem they told me that they do not send out statments until your payment is made, so if a payment is not received they do not send a statement. This means that the original problem "snowballs" and you can end up in a real mess financially.

Lilly, in the collections department said that sending out a statement is a courtesy only. They have charged me late fees, inspection fee, even though and inspection was not done. they have left me on hold on the phone for up to 30 minutes and basically treated me very badly.

I believe that as a good customer this problem only arose in February of this year, they have behaved very shabbily. I have paid all arrears and late fees but feel I did not deserve the treatment I received. I am not sure I have a case but my fear is, What if they do this again.

John of Dousman, WI May 18, 2009

Back in February of this year, we began the process to refinance our home with our current lender, countrywide(now bank of america). After a month of beginning the process we finally had our appraisal done and a month after that, it was finally submitted. After all of that, we were told our debt to income ratio was too high and our credit scores were bad. We have another source of income which I proved by mailing in the contract. Countrywide needed further proof of this money and needed to contact the source.

Even though they were already supplied with the contract, verbal information and previous two years of taxes with this additional income on it. Also we have been good customers in good standing and paying on time. I then gave them the contact number. They then claimed that no one knew what they were talking about this other institution and would I help them get in touch with someone who did....this was already April. I thought, why are we working on this now when it was something that should have been done early on...we were close to the end of our lock in contract. It was at this time we decided not to be of help and to go elsewhere to find a better rate. Since then we have found that place, have had no problems at all getting approved, without even their knowledge of this other income. (an old trust account set up in the 80's) But here we are AGAIN because of countrywide...struggling to get it closed.

We paid for our Appraisal, however they never paid the appraiser...blamed it on a third party appraisal service.....so it can not be put in the new lenders name, and here we are again, close to the end of our lock in contract. I am trying now to pay the appraiser out of our pocket AGAIN just to get the ball rolling in good faith that when he is paid from countrywide or whomever, that he will pay us back. If not, its still worth the savings we have been trying to make now for almost 5 months! Mandy refused to give me the name of her supervisor when originally asked...saying he wont help me. She slyly copied him on our email contact. Eventually she asked me to NOT email her again as she would not help me and would not take my abuse. Told me to use the 1-800 customer service number.

I was NOT abusive...only stated the facts that we were misled, not fairly represented, and being thrown to the curb basically and pretty much begging for her HELP in paying for something which we had already given HER the money for.

Virginia of Friday Harbor, WA May 16, 2009

I purchased a home in Washington. Countrywide financed the transaction. As you may already know, the State of Washington sued this company and as a result of the "preditory loan practices" the suit required the company renegotiate the loans so folks like me wouldn't lose there homes. That's great, except for the fact my interest rates and payments have nearly doubled. I contact customer service (through Bank of America) and get the runaround. Every person I talk to gives me different information and I'm getting nowehre.

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