• Report: #411324

Complaint Review: EMC Mortgage Corporation

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  • Submitted: Mon, January 12, 2009
  • Updated: Mon, January 12, 2009

  • Reported By:Montesano Washington
EMC Mortgage Corporation
2780 Lake Vista Drive Lewisville, Texas U.S.A.

EMC Mortgage Corporation Unethical, Rude, Terrible Customer Service, Supervisor was terrible, treated us horrible. Lewisville Texas

*Consumer Comment: Let's explore this from the other side.

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This company has put me through hell. Due to the current mortgage and economic crisis I have had issues with making my payments on time. My goal was to keep my house out of foreclosure. My income has been decreased nearly $100,000 per year. I received a letter from EMC asking for me to call them so they could "help" me. This is not what I found when I called them. Both people I talked to were rude including the supervisor. I called and spoke to a person who wanted all my financial info to see if they could qualify me for a hardship program. After reviewing my information she told me "you are beyond help" and "you should consider getting rid of your car or getting rid of your house" She then went on to comment on the amount of my car payment and said "well if you weren't paying XXX a month for your car maybe you could pay your house payment and maybe if you didn't have all that credit card debt then you could make your house payment" I explained to her that I'm used to making a significant amount of money and this financial hardship isn't due to lack of responsibility. I've always been able to pay my mortgage and my bills consistently for the last 4 years. I also pointed out that I've always made my payments on time up until this happened and she didn't care about that. She suggested that I consider putting my house up for sale and do a short sale. Wait, I'm trying to keep my home here and keep making my payments and be responsible. Based on my situation I was trying to explore my options to see if I would qualify as the letter had suggested for some help to get me on track again. She was extremely rude and I asked to talk to her supervisor. In a nut shell, the supervisor told me "you're so far gone you need to sell your house." I said "I'm trying to save my house, pay you and not have this home foreclosed on." My frustration was mounting and he proceeded to tell me that I was "taking out my frustration on him and that I was made at him for not helping me" That wasn't the case at all. I was upset with how rude and unwilling to help these 2 people were. They also treated me as if I was a low life person who doesn't pay their bills because I'm out spending money somewhere else. The supervisor ended up hanging up on me.

Bottom line, EMC is a terrible company and if you're looking for good customer service or for their representatives to be curtious think again because it won't happen. I'm surprised this company is still in business given the way they treat their customers. That call was very hard for me to make. I've not been in this position and to be treated that way was very demeaning.

Jeff
Montesano, Washington
U.S.A.

This report was posted on Ripoff Report on 01/12/2009 06:55 PM and is a permanent record located here: http://www.ripoffreport.com/r/EMC-Mortgage-Corporation/Lewisville-Texas-75067-3884/EMC-Mortgage-Corporation-Unethical-Rude-Terrible-Customer-Service-Supervisor-was-terrib-411324. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Let's explore this from the other side.

AUTHOR: Nikki - (U.S.A.)

I understand you have never been in this predicament and called them to find out what your options are. The reps and supervisors are only allowed to do what their company will allow them to do and unfortunately, you did not meet the criteria. So, they gave you some options (car, credit cards).

They probably get 100's of calls daily from those who cannot qualify for their programs and the supervisors are probably just as frustrated as the borrowers.

The main problem is if they see (from your financial info) that you cannot even qualify to make the payments at the original interest rate (in the case of an ARM), they aren't going to refinance you. Many think if they show the mortgage company they have so much debt, they cannot afford to pay, the mortgage company will help them. Not so. You must show that you can at least make the payment at the initial rate (if your mortgage was an ARM) or they may not even try. If your mortgage was a 30 year fixed, and you are trying to reduce the payment, that is even harder.

Unless the supervisor and rep called you names, they were not exactly rude. They just couldn't help you in the way you needed them to (which wasn't their fault either). I see the super hung up on you, but if you were venting your frustration, and there was nothing more the super could do for you, the super probably just hung up to take the other 100 calls on hold.

If you have no way of coming up with any money in the near future, you may want to explore other options.
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