
Krystal of Louisville, KY on April 24, 2012
Satisfaction Rating1/5
My most recent, and definitely the worst, issue I've had with Green Tree was when I fell behind on my March payment due to severe financial hardship. I kept in contact with Green Tree to keep them up-to-date on my situation. My grace period came and I still didn't have March's payment and April's wasn't looking good either. I called again to let them know what was going on, but because I was calling from the phone listed on my account, my calls were being routed to the person assigned to my account, Suzanne. I left several messages with her, but I never received a call back. Finally, I called from a different phone and didn't enter my info and reached someone else. I told him the situation and he said I didn't qualify for the HARP because I was already past due, but I qualified for the HAMP.
I asked if we could get started on the application process and he said I needed to speak with Suzanne because he didn't want to step on anyone's toes. I was disappointed, but I continued calling Suzanne to no avail. I ended up sending a feedback to Green Tree explaining how unfair it was that I was only permitted to speak to one person and said person never answered the phone and never returned my calls. I never received a response to that feedback either. On April 02, I called the HOPE hotline because I didn't know what else to do. No one would help me at Green Tree and I couldn't reach my assigned person. The lovely woman at HOPE hotline, Monica, wanted to help me. She 3-wayed Green Tree and we spoke with Marla, who said I could speak to anyone about my account and it wouldn't be stepping on anyone's toes. She said she would take the application for me, but we first needed to set up a payment plan over the phone to keep me out of default. I told her I could guarantee a payment on April 13 since that was my husband's payday.
Marla stated it wasn't a good idea to make it the same day as a payday and suggested setting it up for April 15. I agreed to her suggestion. She then suggested we do the same for May 15. I agreed. Next, we started the application process, but we had to stop due to issues with the new system recently installed. She said I needed to call back to complete the application and told me to gather all the necessary documents and print out the paper application for the HAMP. She then stated after I complete the application over the phone, that I'll need to fax all materials in. I called back the next day and spoke with Suzanne. I told her why I was calling and she said she'd continue the application. She began asking questions that were entirely different from those asked by Marla. She then stated I needed to set up a payment plan. I informed her I already set one up with Marla the previous day. She said the payment plan was unacceptable and I needed to set up a payment plan to prove intent if not approved for the HAMP.
I was totally confused. I told her (Suzanne) Marla said these payment plans were acceptable and would keep my loan out of default. That's when Suzanne said my loan was already in default and the next step is foreclosure. I was blown away. I began questioning what Marla said to me and Monica the previous day. Suzanne then said the loan belonged to her, not Marla, and she makes the decisions on the loan, not Marla. I asked to speak with Marla and Suzanne said no and that I needed to speak with her since it was her loan. I told Suzanne I didn't understand what was going on and how confused I was. She placed me on hold and then a man came on the line. He stated, "I understand you have a problem with Suzanne." I was even more confused. I was never rude to Suzanne nor did I raise my voice at her. I was simply confused why her info was different than Marla's.
The man then stated I needed to set up a payment plan. I told him I set up payment plans with Marla, who assured me they were sufficient and would keep me out of default and that Suzanne stated I was already in default. I explained to him I am completely confused by the entire process and the different information being provided. He then stated the payment plan in the system was unacceptable because I would still be a month behind. Then he said I am not showing good faith that I can afford this loan and that I need to come up with the money or need to short sale on the house. He then stated I don't even qualify for the HAMP because I'm not working and can't use my husband's income because he's not on the loan.
I told him the way I was being treated was unfair and that I was told I qualified for the HAMP program and that program used household income, not just borrower's income. He then stated I was told this was not a guarantee and should have had a backup plan. I tried to ask more questions and he kept interrupting me and said I needed to set up an acceptable payment plan which was regular payment plus extra. I told him I can barely come up with the regular payment, so how can he expect me to come up with extra? This is why I am asking for help. That's when he said I am living above my means and it's not his nor Green Tree's problem. He then told me my best bet is to short sale on the home since I obviously can't afford it. I was so angry and hurt that instead of trying to reason with him, I hung up.
I called the HOPE hotline again a couple of days later trying to reach Monica, but she was busy. I explained what was going on, so they sent me to a different woman named Patrice. Patrice said unless Fannie Mae changed the policy within the last month, household income, not just borrower's, is used for HAMP application. She 3-wayed Green Tree with me and we reached John. I asked him if he was the same man I spoke with on 4/03 and he said yes. Patrice spoke for me and told him all the issues I'm having when I called in and what was said to me during my last convo with Suzanne and him. He then stated it wasn't him we spoke to, it was Ernie and that the info I was told was wrong. He stated we can use my husband's income, but the HAMP application would actually hurt me because it would increase my monthly payments. I didn't understand how that could be when I'm providing the same numbers for his income when I call in. He said he didn't understand why I was being told different things and he would send emails to everyone I spoke to about the misinformation. We ended the call with him and Patrice suggested I contact Fannie Mae who simply said I need to contact Green Tree.
I gave up on talking to Green Tree and then I received a call from Jack. He was the most pleasant person I had spoken to at Green Tree since my loan was sold to them. He said he was calling to set up a payment plan. I told him what had been going on and that I have payment dates already set and if I came across extra money, I'd send it in. He accepted my answer, apologized for all the inconveniences, and wished me good luck. On 4/16, I had a missed call from Glenda at Green Tree. I called back immediately and reached Suzanne. I told her I was calling for Glenda. Suzanne then told me she received a message from John stating I'm receiving different info from people when I call in. I told her that was true. She then stated they've never given me different info.
I explained to her (Glenda) I document every call between myself and Green Tree and I have the data to prove it. She then went on about what I need to do to bring the loan current and I reminded her I called for Glenda and would like to speak with Glenda. She transferred me and Glenda told me she was calling to see what was going on with my payments and to tell me I was 46 days past due. I told her it's all in the notes and I don't want to deal with it anymore. I told her when I get extra money, I will send it in. She kept pushing for me to set up a payment date other than the ones I set up previously. I told her I'm not going to make a promise I can't keep and I would appreciate if they would stop trying to pressure me into doing so. I told her I have nothing but trouble when I speak to agents over the phone at Green Tree and I'm tired of giving the same info over and over again and receiving different answers from everyone. She then stated, "We don't give different answers. We simply use different words that may be hard to understand."
I told her (Glenda) not to insult my intelligence and that I log my calls and have the data to prove all the differences in responses I've received. She then went back onto the subject of a payment plan stating, "You need to set one up for the 30th because you've defaulted on your loan. We have the payment you set up for yesterday, but we've sent the default notices out and we can do that and the next step is foreclosure." I told Glenda I know exactly where I stand as a homeowner and as I said before, I will not make a promise I can't keep. I told her to have a good day and ended the call. The good news is my husband was able to pull enough overtime for us to come up with the extra payment. We are now current on our loan. The bad news is we still have to do business with a company like this and it sickens me. I apologize for the length of my complaint, but I'm just glad to have the opportunity to share it with others.