Complain about a product or service

Countrywide Mortgage

Shannon of Long Beach, CA May 16, 2009

My husband and I applied for a loan modification in August of 2008. We didn't hear anything from Countrywide until November 2008. The paper work we got had the payments higher than what we were orginally paying.my orginal payment was 2100. When we got the so called modification it was 2700. I called and told them that was unexceptable. They remodified it and brought the payment down to 1464.71. Which was fine.

My husband works for the auto industry and I have a part time job and that payment would have been just fine. We signed the docs and sent them back. We made our first payment March 2009. They started calling in April asking us for there payments and that we were behind since August 2008. I explained that we did a loan modification and we were told several times that it is not showing in the computer. I informed them that I had my copies and that I also had them notorized along with the copy that I sent back to them in January.

Then they told me that we owe for the taxes that they paid on our house. We told the that we thought they were added into the modification. They told us no and that we had to pay 3000. Then they told us that instead of our house not being 1400 it would be 1700. I informed thm that my husband works for Toyota and instead of them laying people off they would have layoff weeks. They would work one week or two and be off the next week. I told them by him working like that we could afford the 1400 but not the 1700.

They told me that we could try and do another modification. I told them what about our legal docs that we have stating our payment is 1400. I was told that we have to pay(which I know that. If my husband was working everyday I wouldnt have a problem with the 1700. The lady I spoke with today really seemed concerned and I really hope that we can get this solved. I spoke with a gentleman last week and I asked him if I could just send in the 1400 and he told me they would just hold it because it is not the full payment and it wouldn't be applied.

Dana of Lakeland, FL May 13, 2009

I am a homeowner in Polk County, Florida who, like so many others here in our area, is in danger of losing my home. My husband was laid off from CSX Railroad on February 13th, and as a result, our household income has significantly decreased. I started calling my lender, Countrywide Home Mortgage that same day to see if I would qualify for President Obama's "Making Home Affordable Plan".

I have since talked to many, many representatives at Countrywide, all of which have told me repeatedly that they would let me know something in 2-4 weeks. They told me in March that they didn't have the specifics on the plan, and that their computer systems were not yet set up to refinance homes under Obama's new plan. I have called every 1-2 weeks since February, stressing to them each time that I really needed to get help soon, since my savings would only get me through a few months of making my 2700.00 a month mortgage payment.

In April I could not make the payment and called, once again to see if I was eligible for the plan, only to be told that they would let me know in 2-4 weeks. They did ask for their payment and told me that they would not accept a partial payment. They stated that if I couldn't pay the entire amount that they wouldn't accept anything else. So, by the end of April, they were (and are) calling for their money. The last week of April, I spoke with a representative from Countrywide that had called to ask for a payment and I told him that I found it funny that when they wanted their payment, they were so quick in calling, but when I call for help in refinancing my mortgage I have been put off for almost 3 months. The rep told me that he would be happy to take my information at that time and that he would be able to tell me that day if I qualified. I had already been told that I did not qualify for traditional refinancing because due to the current housing market, my home was valued at 42,000 less than what I owe. He took the info during a 47 minute phone call and then placed me on hold for 5 minutes.

When he came back on the line he told me that he would let me know something in 2-4 weeks. I could barely contain myself at that point. I reiterated with him that he had just told me that he said he could tell me if I qualify that day. He apologized and said "sorry, it will be 2-4 weeks". I then asked to be transferred to the refinance department, shared the entire story with another man who seemed genuinely concerned and said that he would try to help me. He took the same information that the other gentleman had just taken and told me that he wasn't suppose to tell me this....but, since I had PMI (Private Mortgage Insurance) attached to my home loan, I would not qualify for the Making Home Affordable plan until Phase 2 or 3 of the plan.

I asked him to explain and he told me that the plan was rolling out in 3 phases. He stated that we are only in Phase 1 now and that he would expect it to last at least 1 year. He said that since my home loan is guaranteed with PMI, that the lenders know that they will get their money if the homeowner defaults so I would be in the last group of people the lenders will make an effort to help. He told me that he wasn't suppose to tell me this, but he felt that I was a good client and that he could see that I had never paid late and thought I really needed to know since I was depleting my savings. He said that they would most likely keep telling me that they would let me know when I qualified and would tell me it would be another 4 weeks or so (which is exactly what they have done since February) and that they would try to keep me paying until Phase 3, when they would help me. He said that he wasn't saying that I wouldn't eventually qualify, just that my loan, guaranteed with PMI would most likely not be refinanced for approximately another 1 1/2 to 2 years.

I couldn't believe it! Finally....someone was wiling to tell me the truth. I keep thinking about his words, "I'm not supposed to tell you this....but". What is going on here? Is this legal? Am I being discriminated against because I HAD to purchase PMI as a condition of my loan, and now it is being used to disqualify me from the help that I need because if I default on my loan before they want to help me, they will get paid for the house and the house to boot? What is wrong with this picture? Have you ever heard of such a thing.....or is this a Countrywide thing?

I have called the 1-888-995- HOPE line for help as well, and they have never heard of this either. They are trying to get someone at Countrywide to talk to them about it and have told me that they would let me know. I have contacted my Congressman, Adam Putnam who is going to contact the Office of Thrift Supervision on my behalf, I have filed complaints with HUD, The Federal Trade Commission, Department of Finance, all of my state Senators, state Congressmen, all of my state Representatives and various other government organizations. I remain hopeful that Congressman Putnam or one of the various agencies that I have contacted will be able to help soon.

Until then, I sit here, not knowing how much longer I will be a homeowner and what will happen next. I am not paying my house payment, which goes against everything I truly believe in, but I can't bring myself to pay it either, knowing that when I am totally broke by June that they will have gotten paid for my house when I have defaulted and will have my home. Why would people like me continue to pay, knowing the day will come when you can no longer pay and the lender will have taken what little money you had left, still won't refinance the home and will take the home as well.

If you know anything about this.....if this is legal....of if this is in the Making Home Affordable Plan (since I have read it and have not seen anything about PMI or rolling it out in 3 Phases, please help me ...if you can. I know I am not the only one.....but it really matters to me and my family.

Rachael of Philadelphia, PA May 13, 2009

the mortgage company sold my home from under me while I was attempting to fight them in court they never responded and sold my home at sheriff sale

ERNIE of RIVERSIDE, CA May 8, 2009

Countrywide charged me 600.00 for an appraisal fee that actually only cost them 450.00 from Landsafe Appraisal. I requested a refund of 150.00 and the company is refusing to give me the balance.

angelique of lufkin, TX May 8, 2009

I went to CountryWide in April of2004 form Saxton Mortage to lower my monthly payment. I did and no problems untill I recieve a letter from my insurance company saying my insurance was cancelled due to non payment. I call Countywide and they say tha my insureance was not escrowed in with my taxes. I was shocked. It was supposed to be. So they agreeed to pay my taxes but that would raise my monthly payment more than it was with Saxton. So I start paying my new amount. Then I lost my job in mid 2007 I then got behind 3 mo. I am making just the principal payments for about 4 mo. With the interest and late fees that added up quick and then they were going to start forcloser on property they wouldn't do much to work with me.

Then in Oct.2008 I finally got a modification form in mail and it was great my payment would 1096.63 i was happy I can do that Started making that payment in Nov. 2009 every mo. Every time I called I would have to explain that no my loan was fixed and current through the modification. Every time the person I spoke with to make the payment they would have to talk with their supervisor they didn't want to take my payment. It had never been put in the sustem so by now I am showing I am almost 10000. behind in their computers. Finally every call ended with them apolilzing for it being put in system yet and taking my payment. Then in March 2009 I recieve a new modification in mail rasing my payment 205.95 I call and they say I never sent back the first papers. Saying that ment I rejected the first modification.

I am on phone for over 2 hrs. with this lady. She finally talks to a supervisor she doesn't have record that I signed and returned the mod. Her supervisor finally pulled my paper file and said yes I am right someone hadn't put it in the system and apolized for this again. Told me to keep making my payments like stated on first modification. Now yesterday I recieve a letter for Bank of America saying I owe all the bakc payents and my new mounthly payment is the amount form the March modification they sent me. What am I supposed to do. I am actually paying my house note but it seems like someone isn't doing there job at the company I am afraid that if I don't go along with this new amount I will loose my house. I understood that when I signed and sent back the first modication that was a legal binding contract how can they just change it and raise my payment because someone never did there job when I sent the first one back. I work two jobs and my kids get SS from the fathers death I am tierd of this.

Lisa of Justin, TX May 7, 2009

My husband and I have a hangar/home in Justin, Texas, which is financed through Country Wide. We have been with them since the beginning of our loan in 2004. When we went to re-finance with them, we paid our up front fee of 345.00, filled out our paper work and was told by the loan officer, that our credit looked good and there should be no problem with our loan. We were lucky and receive a great rate as they had gone down to 4.375, while I was on the phone with the loan officer during our interview. Two weeks later, I receive an e-mail from the loan officer asking if we had cancelled our loan. I told him we had not and that there must have been some mistake. I tracked down the underwriter, Lori Smith, to find out what the problem was with our loan. She stated that Country Wide does not finance the type of home we have. (Hangar/home) I told her that they already had our loan and did not understand why they were rejecting a re-finance. She told me that she took it two levels up and it was still denied. She stated that it had nothing to do with our credit but it was the type of property we owned. She further stated to me that they had guidelines to follow and our home did not fit those guidelines. I asked for a refund of my upfront money, which they agreed to do. There are several hangar/homes in our subdivision who are with Country Wide. Our next door neighbor re-financed with them two weeks after we were denied and they did not reject them because of the type of property they had. Another property was also refinanced in our sub-division, although they did have a separate house and a hangar.

Marilym of Bakersfield, CA May 6, 2009

In June of 08 I requested information on reverse mortgages.I lived in a mobile home on my own lot. I was told my home was too old to finance, but if I replaced it with a newer one I would qualify for the reverse mortgage. I discussed this with several dealers in my area and they all said there was a program where they worked with local banks to go ahead and place a new home on my lot and collect their money after the reverse mortgage paid it off. They referred me to Country Wide Bank.

After I talked to their loan officer, I was told that with the new home installed, my property would appraise for approximately 245,000 (I do have this in writing). I would be eligible for a 160,000 loan from the reverse mortgage to pay for the new home, pay off my car loan and credit cards. The installer had one delay after another and so the new home was not completed until September (3 months longer than the estimated time frame).

I was concerned when I read about home values dropping. I discussed this with the loan officer, but she assured me that was no problem, every thing with the loan was fine. Then, when the home was complete I called her and she said "the appraisal came in too low, 110,000." Country Wide refused my reverse mortgage. I asked "what do I do now?" She said get a conventional loan someplace else. I am a retired widow on a small limited income,I went in shock. My daughter helped me find another financier, that would approve me for a conventional loan.

Erica of Gerber, CA May 5, 2009

We did a loan modification. We signed papers saying our loan was being modified and our payments went from 1728.73 down to 1252.07, with that first payment being due April 1, 2009. That payment was made and the check has cleared. Bank of America is saying that we haven't made a payment since Jan 2009 and that our payments are 1728.73. Whenever I call, I am told to pay the lower amount even though the bills are coming showing the higher amount. I am tired of dealing with Countrywide/B of A. They got all this bailout money and they are still jacking people around.

Todd of Orlando, FL May 3, 2009

I have always wanted a home for many years I hoped it would happen. Two years ago I was looking and couldn't even afford a closet for what they were asking. Well, the market has changed and I could now found a home of my very own. My First Home Ever. My credit score was 795 and the loan amount I asked for was less then they wanted to give me. I only had 1 credit card with a balance. I was doing everything right. I looked over homes, spent months finding the right one then looked into a "Rehab Loan". I talked with many Mortgage Companies and decided on Countrywide and a specific person which was suggested to me by a co-worker. Things looked good, they seem to be on top of things but it didn't take long before things went South. lost/misplaced personal papers incorrect appraisals (yep they had to do it twice - P. Casbon). incorrect loan contracts (acutally FedEx me the contract stated it was urgent to sign and FedEx back so I can close on time to only discover they sent me the wrong contract and even the wrong return representative - N. Somers) incorrect loan amounts incorrect rehab loan forms incorrect persons involved incorrect filing no responses from representatives or excessive amount of time before a response unnecessary amount of time to process missed opportunity to acquire financial assistance as a First Time Home Buyer in Orange County Florida (10,000.00 at closing). misleading information duplicate forms being sent. Had to demand to get copies of my appraisal at close. Was told by N. Somers, "You'll get those at close". lost files and forms. direct e-mail from N. Somers stating that just because they are all Countrywide doesn't mean they are all talking/communicating with one another. I lost 38 pounds over the entire process and it's not even over yet. The house is mine and I like the home and my neighbors but the ordeal has been a terrible one. I would of never expected just an experience from a large, well known, mortgage company. Now I am just waiting for L. Miller or her Supervisor, K. Telenda to respond to e-mails and phone calls on why my last check amount for fixing up the home was incorrect (reimbursement checks for rehab loan). Countrywide is now becoming Bank of America but will the Lack of Customer Service, Lack of Simple Respect, and Lack of Professionalism continue or will Bank of America right these wrongs?

Andrea of Kettering, OH May 1, 2009

I had fallen behind on my mortgage payments. I was sending in payments as I came up with them, but was offered a modification in February. Great. I already had a payment in the mail when this was decided. I was told that payment would not be accepted and would be returned to me. That makes sense since they had started the modification process. I returned all forms signed and notarized and money orders for payment and fees before the March 23 deadline. I was to begin regular scheduled payments May 1. when I got my next statement it had all the old info and that I was still behind. I made a call and was told it just hadn't been updated in the system yet and to go ahead and pay the amount I was told for May 1.

On April 29 I checked my bank statement and discovered they had deposited my check from February!? I spent over 4 hours on the phone that day having people tell me they had no idea what was going on. I was told by one to go to my bank and fax a copy of my statement and the check. She said she had no way of seeing it for herself because it was a different department. I did that and got someone else on the phone who said her team leader would call me in a few minutes. I'm still waiting on that call! I called again the next morning, got tranferred around to a girl who did find the info and said that the money would be held until the modification was finalized. This is all beyond ridiculous!

Every person I talk to has a different answer! They have no idea what is going on. Even if they do apply it to a payment, that does nothing for me now. They took 942 out of my checking account leaving me overdrawn and there are 5 other pending trasactions that won't be paid because I'm overdrawn. I'm getting charged 34 for each! One person I spoke to said I could get that back, but it's going to be a fight and the way they work, I don't see it happening. I'm left with 5 in my wallet.

No one returns my calls and calling in is just hours of repeating myself and getting no where. I was told that check was not accepted so how can they get away with this? Also, each time I call there are more "notes" on my account, like they're trying to cover they're tracks. Oh yeah, they still expect me to make my May payment on time! I was left overdrawn and being charged fees for everything that was pending. I have no money and have no idea what to do.

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