GMAC Mortgage Complaint - Customer Service And Foreclosure.
Resolution Update on 10/15/2010:
CALIFORNIA -- Let me start by saying that I am self employed and my wife works full time. We purchased our home around 8 years ago and it has been in the family for about 40+ years.
We have been struggling like a lot of people for the last three years. The first two years I sold off personal belongings and assets to maintain my mortgage. By the end of last year it became very hard to maintain. I received a hamp trial payment modification in November I made the November and December Payment. I was late on the third payment and called in and was told they would not accept it as it was late and I was required to be on time. I accept my role in this. At this point we were at a low and thought we WOULD lose the home. In April things picked up so we decided to submit for a loan modification again.
We contacted GMAC mortgage and spoke with them, they directed us to their website for the financial analasys packet and loan modification packet. All seemed to be normal and on
may 1st 2010 we submitted all paperwork.
A few times in may and June I called to check the status and was told it is in review.
June 30th 2010 I cantacted them and was told I was missing two important pieces of paperwork. I decided at this time I better start documenting every call to them. I faxed off the two papers, again. Within a week they were missing a different form I had previously faxed, I faxed that in.
July 13th I was told they had my paperwork and would receive and answer within 15 days. July 26th 2010 I called and was told they needed another 15 days.
The first week of August 2010 I called and another paper was missing and needed to be faxed. I expressed my concerns and was told it happens. Thousands of people a day submit paperwork. I told the representative I was worried about foreclosure and was told not to worry, my default letter had expired because they did not follow up at the time and they would not foreclose on me while they were reviewing a loan modification. I re-faxed it in for the third time. I was then told that I would again, have an answer in 15 days.
Aug 11th, 2010 I called. They said I will have an answer in 15 days.
Aug 11th 2010 I received a letter stating I was past due and should contact them to discuss options on the best way they could help me.
Aug 12th 2010 I called and was informed I was denied for the hamp loan but they were reviewing it for a traditional loan modification. I asked to speak to a supervisor and was told no, call back in 15 days.
Aug 12th 2010, 1 hour later. I called and asked to speak to a supervisor and was told they cannot transfer me to one but I should call every 3 - 5 days.
August 16th 2010, I call. Guess what? I was missing another signed sheet. I then faxed it in.
Aug 19th 2010. I called: still reviewing it for a traditional modification.
Aug. 23Rd 2010. I called in: still no word. They only received my completed packet on August 16th 2010. They needed 30 - 60 days to get an approval. I was told to call back in 30 days.
Aug 26th 2010 I called: no word. Just call in whenever I want.
August 31, 2010 I called: loan mod in review. I was told they have to answer within 30 days so call back by sept, 17th 2010. They didne get my packet until the 16th of aug.
Sept 8th 2010 I called: oops, it was late, they were closed.
Sept 10th 2010 I called:still in review for a traditional modification.
Now informed that a loan modification in review will not stop a foreclosure.
Sept 15th 2010: I called: was asked if I was calling about the home currently in foreclosure!!!! I said what? No, checking status of a loan modification. The representative said the loan modification should have been approved or denied 4 days ago. Still looks like its in review. The representative said I might still be approved for a loan modification. Call back in 15 days.
Sept 16th 2010, I called: no help, no answers, no supervisors???
I was told "they will call you shortly on the loan modification" I said whats that mean? The representative said, "we will call you back shortly."
I told the representative I needed some help, some answers. I was told they cannot do anything until the review process department contacts them.
Sept 17th 2010. I called: the account was turned over to a lawyer yesterday for foreclosure. Still in review for a traditional loan modification. The representative recommended I call back weekly to check status.
I was told there was no sale date pending.
Sept 17th 2010. 1-888-995-Hope representative calls them and conferences me in on the call. The GMAC representative is made aware I am on the call and askes if they can discuss the account with the hope representative I stated yes. The hope representative and myself were informed that my family home would be auctioned off OCTOBER 4th 2010. The hope representative asked if we could postpone the auction date and the GMAC representative stated no. It was turned over to the attourney and we would need to contact them. I was directed to call back on the traditional loan modification in 15 days.
Note the timeline here:
sept 15th 2010. Put into foreclosure status.
Sept 16th 2010. Sent to the attourney.
Sept 17th 2010 auction date set for October 4th 2010, 17 days away.
I immedietally call my spouse who was attending a family funeral. I told my spouse they were auctioning our house off in less than 20 days. All I heard for 20 minutes was sobbing on the other end of the phone.
Sept 17th later that day: I called their attourney. He was very polite and professional. He answered my questions. He also stated that there is no, I repeat, no auction date set for my home. The information I received was not accurate. The attourney then told me about the procedure and the timelines involved. 1-2 Weeks to record the default. 90 Day waiting period. Then an auction date is set. If the traditional modification review is finished and approved in that timeline then the foreclosure is stopped. If it is declined then they proceed without stopping or delaying. But this timeline is in California. I do not know if they have the same timeline in other states.
I ask, is this false hope? The traditional review? Why would they do this? They would lose so much money taking this property. I just need help. Reduce the payment. Extend the loan. Just "make my home affordable"
but guess what, we are still in review. Call back in 15 days.
The sad thing is I would not have any of this information had I not called them. I think I have received 1 collection call in 8 months and 1 letter in 6 months. I just don't understand why they have to deceive us. The mental anguish we have been through I wish on no family.
We want to keep our home.
I know several people that just walked away from the homes they purchased. Real estate offices have key drop off stations for people from what I hear. People just move out and drop the keys off with the agents that sold them the home.
We just need some help, some answers.
Why trip over penny's and lose dollars?
Where are the supervisors at GMAC mortgage?