- Report: #92521
Report - Rebuttal - Arbitrate
Complaint Review: Sovereign Bank
Sovereign Bank6th And Penn St. Reading, Pennsylvania U.S.A.
Sovereign Bank And Anna Christy horrible "customer service", improper mortgage handling ripoff Reading Pennsylvania
*Author of original report: More Problems!!
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Ms. Christy did not set-up my mortgage the way it was originally intended as a bi-weekly one. She claimed ON THE DAY OF SETTLEMENT that she wasn't sure we still wanted it that way. She claimed we could still make our mortgage a biweekly one after settlement. We had to get the paperwork ourselves and file it only to find out that the only way I could do a bi-weekly payment without getting a late fee was to pay a month in advance or send an extra $101 a month. We opted to send in the extra.
We wanted our payment to automatically come out of our checking account which they were able to do but they would not accept the extra payment. I would have to write a check each month and send it in which is what I was trying to avoid in the first place. Our own bank has a bill pay service that we signed up with so we tried to cancel the Sovereign Bank auto-pay only to find out they do not know what CANCEL means. We would get a letter stating our auto pay had been stopped only to find out the next day that they took the payment out. Some months we ended up paying our mortgage twice! We had to fax the request to cancel repeatedly because they kept losing them. Each time I would fax it they would claim they never received it even though I had the confirmations from each fax. One of the requests to cancel had BOTH account numbers on it but they only processed one of them!
One month, I sent a check for both mortgages and the extra $101 with a letter listing the account numbers and how much was to go to each account. 21 days later it still had not been cashed. I called to find out why and they stated that they were getting ready to send the check back to me because they did not know what I wanted done with the money! They then charged me a LATE FEE because they did not post it to my account till after the due date!! I had spoken to several people in the "customer service" department and was assured that the late fee would be removed. When I got my statement for tax purposes this January, the late fee was still there!! I still do not believe it has been removed after more phone calls at that time.
They were sending my tax payments to the wrong account then trying to double bill me saying they had sent $3000 to the school tax department. Forget the fact that the checks had been returned to them not once but twice! They then tried to tell me that I would need to pay them $150 more a month because they sent my taxes twice!! I finally got that problem solved and they ended up refunding me over $1400.
At the same time that this was going on, I received a notice from my homeowner's insurance that they had not received payment from my mortgage company. Also included was information detailing what my insurance company had done to acquire payment from them. There was a letter that detailed a phone conversation with the mortgage company stating that they would be sending out a check that day. That check never arrived. Through numerous phone calls, another check was issued and a stop-payment placed on the one they claim they originally sent. The "second" check was then received.
They refused the wire transfer from my bill pay service the one month without even bothering to call either myself or the bank and explain that they would no longer be accepting wire transfers and that my bank had to mail them a check.
I accidentally sent a payment one month that was $0.35 short. Thats right 35 CENTS! As soon as I realized my mistake, I had the $0.35 sent right away. About a week later, I get the first check in the mail with a letter stating that my payment was $0.35 short and insufficient to complete the transaction. I call them the following day explaining that my husband would be bringing the check back to the bank and to expect another check from my bank for the $0.35. At the time of the phone call, they still had not received it. The woman I spoke with claimed to have added a note to my account stating this as well as a request that for any further problems I would be expecting a phone call not a letter. A week later, the check for $0.35 was returned to me with the same letter!!
I physically showed up at the bank the following day, bypassed security and went directly to the mortgage office which I might add is on a secure floor. I literally could not go anywhere once I got off the elevators. As employees were coming back from lunch, one of them stopped and asked me if I was an employee. I stated "No, I am a disgusted customer and I demand to speak with the mortgage supervisor immediately." After about 10 minutes, Rita Decker and her cohort came out to the vestibule and I discussed my predicament with them there. They told me that the employees are not ALLOWED to call the customers and all they do is cash checks all day so they don't read any notes that happen to be in the account. They also informed me they had no record of my husband dropping the payment off! I told them what branch he went to and was also told that even though he paid it at the bank that it would not be posted to my account till their office had received it which would have been by courier. I was concerned about there again being a late fee and was told I would not have a late fee not because they screwed up but because I was currently a month ahead in my payments. Rita took my check and the letter and assured me she would check into it. When I returned home, there was a message on my answering machine that indeed they could not find my payment and that I would need to fax them the receipt from the deposit. Luckily my husband kept it and we are currently waiting to hear the outcome of this current saga.
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This report was posted on Ripoff Report on 05/22/2004 09:09 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sovereign-Bank/Reading-Pennsylvania-19612/Sovereign-Bank-And-Anna-Christy-horrible-customer-service-improper-mortgage-handling-ri-92521. 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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