GMAC Mortgage Complaint - Complete lack of follow through by Customer Service representatives
1100 VIRGINIA DRIVE, FORT WASHINGTON, PENNSYLVANIA -- We have both our regular mortgage and a home equity account with GMAC mortgage - both always in 100% good standings. A couple of months back, GMAC credited the home equity account payment to the regular mortgage and then contacted us about lack of payment to our home equity account. Even though our initial contact with them resulted in an assurance that they'd made the mistake and would immediately get it corrected, within just a couple of days, they locked up our home equity account and notified us we were in default. After many, many, many calls, we finally talked to various supervisors, all of which told us it was our responsibility to prove to them that they made an error even though they could see that they had credited two payments to the same account, and even though they could see that our history indicated that we always made two separate payments to the two separate accounts. After getting copies of the paid checks and sending to them, they still did not reinstate our locked up home equity account nor did they provide any confirmation as they had assured us they would that our credit score would not be affected by their error. In trying to reach a manager or official, all you get is customer services representatives apparently in some other county. We're still waiting for confirmation of this being cleared up weeks after it all started. This company has absolutely no outlet for contacting anyone at any level that can make sure they've fixed their own errors - at least none that customers are made aware of.
Customer Service representatives are apparently not allowed to provide written confirmation that any errors were made on their side. Their Customer Service representatives are apparently not allowed to provide management names and/or telephone numbers to dissatisfied customers. I would never recommend GMAC to anyone looking for financing of any type.
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