As promised, I had mentioned to you that I would keep you updated about my mortgage loan modification with Wachovia / Wells Fargo Bank, should I get any news. Well I finally did get a letter from my bank offering me assistance. I was thrilled that they finally responded. This is what they requested that I send to them:
- A letter detailing the hardship situation, including the expected action to address the hardship.
- Itemization of monthly income and expenses.
So within a week I put together all that they requested, faxed it to them, and patiently waited. A week went by and no word. Then another week went by and still no word. I decided that it was my turn to take action, so I called them to find out what the status was and exactly what more I needed to do, if anything.
I ended up speaking to a woman who pulled up my file. She preceded to ask me questions that were already in the information that I had sent them. After a few minutes, I asked her if she could pull up the information that I sent so that she could read it and I wouldn’t have to repeat myself. (logical right?) She did.
I gave her a few minutes to peruse my letter, when suddenly she said, ‘Oh, you’re asking for a loan modification. You do not qualify for a loan modification, because you have a second mortgage.’ Trying to compose myself, and remain calm, I said, “Well then why was this letter sent to me?” Her response was, ‘This letter was sent to you for short term help, not long term.’
She then informed me that ‘short term’ assistance meant that I could get assistance for 1-2 months in the form of a deferred payment(s). And once again she informed me that I didn’t qualify for ‘long term’ assistance which is the loan modification that I was requesting. Trying not to be sarcastic with her, I said,’ Well it would’ve been nice if the letter your bank sent me had informed me that this was for ‘short term’ and not ‘long term’, so that I could’ve written my letter asking for the correct assistance. How was I supposed to know which division of the bank sent it to me, when they didn’t clarify?’ She didn’t have an answer for me which didn’t surprise me one bit.
So after all of that, the woman at Wachovia could not help me as my mortgage payment, that I had made that morning, had not gone through yet which left me ‘not current’. Gee, I love how the banks want to help you out. They want to give you short term help by deferring a few payments yet they won’t even discuss the short term assistance until you are current. It seems they will think of any excuse to weed out whoever they choose and leave their clients hanging. I don’t believe that they truly want to help or they wouldn’t make it so difficult. Either that or they are just unorganized and/or stupid. You decide.
So I hung up and decided that I would call back when I knew my payment would have plenty of time to go through. Well of course, life got busy, as it does, and another week went by before I made a phone call to discuss these ‘short term’ assistance opportunities.
This time I spoke with someone who could tell me nothing, and basically had to get information from me like, ‘What is the date today?’ – Are you kidding me? – Your job is a customer service representative, and you’re asking me for the date(!) I think they hired a bunch of high schoolers on summer break @ minimum wage, to answer the phones giving them no authority what-so-ever to move the loan process along.
She informed me that she did not see the letter nor the detailed income and expense that I submitted and told me that I should just re-fax it and wait to hear from them. Oh really? ‘Get me a supervisor.’ I am not going to be given the run-around all day.
After being put on hold by four (4!) different people, for over 45 minutes, I finally got a supervisor who informed me that there was no work order open. I had asked her why and she confessed that only work orders were opened when someone, like myself, made a phone call to someone like her, (a supervisor). Basically she was telling me that unless someone demanded some attention…you know the squeaky wheel….”, they were going to get no where. I could tell she was a bit embarrassed confessing this to me. I can only imagine how much these people must despise the work they are having to do for these banks knowing that the banks make it difficult for the customer…and that the banks really don’t care.
The sup could only see parts of my submitted information, and the numbers that she read off to me were vastly different from the income and expense report that I had faxed to them. She told me that the information gets entered in columns that may be headlined different than what I submitted. Hmm…do you think it would make the process a bit easier for the two parties doing business, if they just sent out a form to fill out, along with the initial contact letter, so the numbers could be entered easily into their system and we could all be on the same page? Sounds logical to me…but hey, that would be just too easy.
After a few minutes I was totally lost and the sup was probably just as frustrated as I was. I finally said to her, “Look, I don’t care what you want to call my expenses or where you list them in whatever column you need to list them in, as long as the totals are the same.”
Finally, everything was entered correctly ( really who knows), and she informed me that the computer program informed her, that I did not qualify for short term assistance because I have a shortage in my escrow account. Are you exasperated yet? I certainly was. My question to her was, ‘Hmm….since my mortgage is with your bank and your bank is aware that I have an escrow shortage, do you think it would’ve been wise for them to know that I would not qualify for short term help because of this escrow account, before you sent me the letter offering me help, and wasting hours of my time? She, of course, couldn’t answer me and left me with, ‘I have no idea how these letters are generated.’ (deep sigh) End of story.
Well not quite. Hold on. A few weeks ago, I finally got a letter from Barbara Boxer in response to my letter that I sent her over 6 weeks ago, stating my frustrations with Wachovia bank. I basically sent her what I blogged here a few months ago, and also gave her my blog URL, just in case she wanted to ‘tune in’.
Here is the letter Sen. Boxer E-mailed me:
Dear Ms. Moquin:
Thank you for writing to me regarding the difficulty you are experiencing with your lending institution. I appreciate hearing from you on this important matter.
In California alone, more than 236,000 homes were lost to foreclosure in 2008. In our state’s largest cities, home values have dropped over 35 percent from their peaks, leaving many families owing more than their homes are worth. For thousands of Californians, it may seem as though there is nowhere to turn for relief.
If your financial institution is federally regulated, my office would be happy to assist you individually by drafting a Congressional inquiry on your behalf and submitting it to the financial agency that regulates your lender. If your lender is regulated by a state agency, your correspondence will be forwarded to the proper state regulatory agency. It is solely up to the discretion of the state agency to communicate with your lender with the hope of modifying your loan. As a policy my office process cases in the order in which they are received. Due to the high volume of Congressional inquiries and the thorough review of forwarded material, such inquiries take as long as three months to resolve, and there is no guarantee of a favorable resolution.
Fortunately, the ability to open an inquiry with a regulatory agency is not solely the prerogative of a United States Senator. You may bypass the time-consuming process of a Congressional inquiry and contact your lender’s regulator directly. If it is concluded that your lender has violated state or federal regulation, the regulator may intervene on your behalf and mandate a loan modification.
To find a list of regulators and contact information please visit: http://boxer.senate.gov/services/consumer/foreclosures/
If you still wish to request a Congressional inquiry, please submit a signed statement addressed to me that summarizes your difficulties. Please also include the full name of your lender and any relevant loan information to:
U.S. Senator Barbara Boxer
1700 Montgomery Street, Suite 240
San Francisco, CA 94111
Again, thank you for writing to me. Please feel free to contact me about this or any other issue of importance to you.
Thank you Sen. Boxer! If you are reading, you will be hearing from me shortly. I just want to forward your letter to the president of Wachovia, John G. Stumpf and a few others before I send out what you requested from me. I appreciate your response and I am grateful for your offer of assistance. I am confident that with your help, I will actually get some assistance from my bank.
Well Readers: You’ve heard from me – Any nightmare banking stories you want to share? Blog me. On a more positive note….See….I am living proof that contacting your Senators does give you some power, and your voice can actually be heard. Have any issues that you want to resolve? Do it. Contact your peeps. Any questions who they are? See the left hand column of my blog “Contact your Representatives and Senators here”.
““““““`
Haley: Thank you for your comment and keeping me up-to-date on Sgt. Cromley. Yep, he quickly went from an unworthy hero status, to a worthy villain, and his 15 minutes are just about up. The media is seeing to that. And yes, you are right again, if the rolls were reversed and it were a black man…reverse racism would be flying through the media.
Billy: Where are you getting these? It puts a smile on my face. :)
Al: Terrific - Thank you. Hope all is well in your world.
Gratefully your blog host,
michelle
Aka BABE: Your Bad Ass Bitch Editor
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