I did not realize others felt my pain. I have been angered by the slow response, slow mailings, and confusing statements. When the government was first offering refinance programs I called them and was told that they did not have this program and I could not refinance through them. Months later I saw on their website an option for restructured loans. I was told that we had be to months behind on payments to qualify.
Today is a new low.. I had received a call from one of their agents on a Saturday stating that he was calling to collect my payment for the month. I had already made this payment so I was confused. Thought they again were slow at applying my payments to my account. He then stated I had accumulated late fees that I needed to pay. Well, not that I did not dispute I may have late fees, I had emailed them using their websites "Secure Messaging" to outline my payments and was questioning the fees on my statement. They did not respond to this for 3 WEEKS.. actually the evening before his phone call to me. I went forth and agreed to make the payment. It was the end of the month, so I offered to pay the next month's payment along with it since the due date was 1 business day away. He was happy to do that, and offered to waive or reduce the transaction fee to process over the phone. Then , he comes back to "recommend" that I only make the late fee payment since my monthly payment was not due yet and he would run the transaction for the monthly payment for me on the first. I disagreed with that and restated I wanted to make a full payment altogether. After long debate, I gave up, I was just goin to pay the late fees. Then he decided the transaction fee was going to be $15 so I again went back to wanting to pay them together. So, that is what he eventually did ... HOWEVER, after a week thinking all was well I found out that they withdrew and additional $700 from my account. This put my account overdrawn. Since I was unaware of this, transactions and fees continued till I discovered this - again 1 week later. My account is now over $1,000 over drawn.
In calling them back regards to this, they agree the amount transacted on my account was for too much money and they cannot determine how this happened. I have to pull all my bank records together and submit to them. It will take them 24-48 hours to even review the information - let alone figure out how they are going to resolve. I am told this will take a minimum of 30 days before I see any money back. At this point I have added up the fees and the additional money that they owe me over $1200.. not to mention my time and inconveniece of having NO money..
I want out of this servicing company immediately. I did not choose them, I chose a loan program and company I trusted. I do not trust this company. I also had a loan program that allowed me to pay on my montly payment twice a month. This program resulted in one additional payment made to principal a year and worked great.. They do not offer this program and had to change from a biweekly auto withdraw to paying them manually. They did offer a monthly auto withdraw, but it did not benefit me to do so.. and I am SOOO glad I do no do that now.. who know what they would withdraw from my account.