We listen, we understand, we care. Most importantly, we want to help you.
That is the beginning of First Horizons letter sent out to their customers.
That is also a joke.
I have been trying to talk with anyone who knows anything about the Loan Modification
that I submitted the paperwork for back in February. Oh, but your
paperwork will show it being received at the end of March because it
took over a month to be uploaded
into your system. When I was told that it would take 10 to 15 days to
upload after it is received. I have called at least once a week,
basically every time you leave a message on my phone telling me that I
am delinquent in my payments, I call your company back to find out what
is going on with the Loan Modification.
Normal calls include at least a 30 minute wait on hold.
I ask about my Loan Modification and your employees then proceed to
tell me that it is under review. I have repeatedly asked that a note be
put in my file for someone to please contact me and at least let me know
where the Loan Modification is at and/or do I need to send more
information to help the process.
I find it ironic that for the
last 7 months I have not heard one word from First Horizon regarding the
Loan Modification but I have received numerous letters telling me that
my house will be foreclosed, that my case has now been forwarded to a
and I will be responsible for the cost. But the same day that I got the
letter about the Lawyer and the cost of all of this I also received a
letter from you stating that if I cannot afford to bring my account
current that I should consider the following options and if I do it may
delay or even alleviate the current legal action. One of the options to
choose from is a Loan Modification which I have been trying to do with
your company for 7 months now. So my
questions is if a Loan Modification can delay or even alleviate the
current legal action then why am I receiving letters that say that the
necessary required documents have been forwarded to your Attorney to
initiate foreclosure proceedings when in fact I am and have been trying
to get a Loan Modification completed?
Please review my
file, you will find that I did have 3 months of my Mortgage saved and I
put that in my initial letter that I did tell them
that I would become delinquent in July. That I have called repeatedly
and have made no progress what so ever. I was not asking for the Loan
Modification to be complete I was just asking for an update other then,
"It is under review." I do not think after 7 months an update was to
much to be asking for. The last employee of yours that I spoke with,
Martine, said that she did not understand why someone has not called me
back? That maybe I should resubmit my paperwork. She is telling me to go
back and do work that I don't even know if the person reviewing my case
even wants. I informed her that all the information is in the new
packet that I sent and you have received 9/16/10, the packet is
requesting to stop the Loan Modification and start a Short Sale.
am now requesting a Short Sale. I am hoping that this process goes
smoother then the Loan Modification. I know you received the packet
that I sent on 9/16/10 at 9:54 am. I know this
because as before I sent this with tracking. One of your employees
informed me that your Loss Mitigation
department can tell me if paperwork was received when it is received. I
agrued with him telling him that I have been through this before and
that I was told that it would take 10-15 days to upload in your system
he said no that they will be able to tell me that paperwork was
received. He was greatly mistaken because when I called to see if you
have record of the paperwork that you received on 9/16/10, I was told
that it takes 10-15 days to upload in the system, Martine told me that.
My point to all this is that your employees who actually answer the
phones are poorly informed and do not help your customers at all when we
are requesting information about pending Loan Modifications. Other
then to inform us, "that it is under review."
If my Loan
Modification was truly assigned to someone and it has been under review
for 7 months. Really how
hard is it to establish debt to income ratio and if I can truly afford
my home or not? Or at least contact me to let me know if I am missing
paperwork or to let me know what is going on with the Loan Modification.
I do not think that I am asking to much.
If you truly do stand
by your own statement, "We listen, we understand, we care. Most
importantly, we want to help you." I would think that my situation would
be looked into and that I would be contacted and informed as to what
happened with the Loan Modification and if you have record of at least
receiving the Paperwork requesting a Short Sale.
UPDATE: I have received a call from Metlife on Thursday 9/23/10 who says he can help and does not understand why no one has got back with me and he will review my file. He was going to call me Monday (today) 9/27/10 but has failed to do so. I called and according to First Horizon they can not give me the number and have no idea who called me. They did inform me that his initials are TH from the corporate office - but they don't have that number??? They also have not uploaded my paperwork that they received 11 days ago. I spent over 90 minutes and got through to the Customer Relations (Yeah for caller ID) at the corporate office Robert put me on hold I specifically told him that I DO NOT WANT TO TALK TO LOSS MITIGATION. Guess where he transferred me, yup Loss Mitigation. Oh and when you ask to speak to a Supervisor or Manager their response is, "we just don't transfer people to the supervisor or manager they have to call you back and thats of they want to." Nope have not received that call.
To make this all better I have been trying for 7 months for some kind of Loan Modification and just found out my Foreclosure Sale date is Jan 11, 2011. I bet it will foreclose before I hear from them at all.
Are their any Laws that can help me????
Big Companies taking advantage of the little people.