EverHome Mortage Company, EverHome fails to accurately document customer contact in their system to benefit them! Jacksonville Florida

Actual letter to EverHome... (minus contact names)

I wish I had encouraging words to say about the lack of communication between the representatives and myself when calling your establishment.

I've been in contact with EverHome since June 2007, and it's unfortunate to say, there has never been a time where I've called EverHome and a representative knew about the last time I made contact with EverHome.

I called EverHome again on October 10 and spoke to XXX requesting to speak with a Supervisor or someone in a more responsible position. I advised her that I really did not wish to speak with her, but she asked me what the call was in reference to and advised me that someone from the Loss Mitigation would be in contact with me on my cell. I do not have a home phone any longer as I have cut back on unnecessary costs to catch up on my payments. Needless to say, I haven't been contacted, but she did state I could call back on Monday, October 15th if I did not hear back.

I spoke to XXX at EverHome Mortgage on the September 10, 2007 in regards to a letter I received stating that they were unable to assist with Loss Mitigation stating I was over my monthly spending by $1200.00 or so. I stated that can't be accurate. We went over the figures verbally over the phone and it seems as though some of the figures were doubled up as he put it in other areas which calculated to be more. The final result actually put me in the bracket for assistance and stated that we would set up a payment plan. He asked how much money I had at the time and I told him $4500, but would have the remaining past due balance by the 15th. XXX stated I should then send the payment and EverHome would accept a payment arrangement for the balance ($2400 or so dollars) by September 15th. I advised XXX that since I would have the balance of the past due amount on the 15th I should not need the Loss Mitigation department. XXX stated I would need to get the $4500 to them and he would request for new Loss Mitigation papers to follow procedures to allow me to make the balance of the payment separate from the $4500.

He then asked if I were prepared to make the $4500 payment over the phone, I advised him that the funds are in money orders at home. We discussed sending the payment Western Union, but that option seemed to cost more money than expected. I would not have the full $4500 if I needed to spend $300 on transfer fees. XXX asked why I could not put the money back into my bank account and make the payment over the phone. I advised XXX about how my bank account was in disarray at the moment (due to a fraudulent attack on my account that I am assisting the FBI on trying to sort out) and would not be able to use that option without discussing that arrangement with my bank. I advised XXX that I would call EverHome back on that Wednesday, September 12th or Thursday September 13th to discuss practical payment options. I was on my break at work and did not have time to discuss it further.

I called EverHome back on the September 13th as promised. This time I spoke to XXX regarding the over night option. He stated that the Mortgage had gone into foreclosure and he could not be of assistance. Needless to say I was stunned. Why would one representative advise me one thing and call back 2 days later to hear another?

He advised me that there wasn't any information regarding my conversation with XXX! When I reiterated the previous 35 minute conversation with XXX, he stated that there wasn't documentation of such but would send another Loss Mitigation form to me since the figures in the system seem to match the conversation I had with XXX regarding the figures being changed. He stated I should have them by the following week same time. I asked should I send the amount as previously stated? He said I shouldn't because it will only be returned to me. I asked should I call them again to confirm that the paperwork will go out? He stated No, I will request for them to go out today. No need to call back for confirmation.

I called back on Friday, September 14th to see if the information had been updated to reflect my conversation with XXX. I spoke to a female (not sure if she said her name was XXX). She stated that if the request was put in, the forms should have gone out as stated. I asked her if she knew why it would go into foreclosure after payment arrangements were made; she stated No, I wouldn't know why. I asked her should I send the payment to a different address to get there sooner. She then reiterated that the mortgage had gone into foreclosure and if I was prepared to make the payment in full of the total past due amount I could contact the attorney to reinstate the mortgage. She gave me the attorney's number.

I called the attorney's office to find out what the amount was. I left 2 messages Friday September 14th referencing my name, the account # and EverHome. The voice mail stated that someone would call me back within 2 business days. I never received a call, nor did I receive the Loss Mitigation paperwork from EverHome.

On October 10th, I called the attornery's office regarding the receipt of their letter. I asked why I had not received a call from them sooner as the voicemail stated. I was advised by the atty office rep that the only reason why I was not called sooner was because my file was not turned over to the atty's office until October 1, 2007. I was disturbed to hear her say that since I made every attempt to get the past due funds to EverHome as early as September 13th. I was advised by XXX and XXX not to send the amount iin because it would only be returned.

Needless to say, I am in lack of confidence and feel hesitant to contact the 800 number regarding any more assistance regarding my loan.

I am in receipt of an amount from the attorney's office stating different monthly mortgage fees and late fees. The amount they have listed is $9400. My mortgage book states the monthly amounts includin glate fees would be $7913.92

Due to the erroneous information given by the representatives via 1-800-669-9721, (thus not allowing me to send payment for fear of it being returned) and per my conversation with the attorney, I am requesting to have EverHome reinstate the mortgage and send the amount $7913.92 due to EverHome via United States Postal Service overnight service.

In hopes you receive this correspondence in a timely manner, to avoid foreclosure
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Since this letter, I 've called EverHome numerous times to find out if any of my calls were ever documented. Based on my phone conversations and reiterating the conversation to back up my statements to them in this letter, they have "finally" documented the conversations early October (an entire month later), but changed the dates! When I brought this to their attention, I was advised "There's no way anyone could change the dates once it has been documented." They still fail to see that the documentation was never there, they just put it there with NEW dates to benefit them!!

They tend to ruin your credibility by not documenting accurately or not at all! Ultimately making it "seem" like you don't care about what's going on, when in fact, you do!

Just Makes Me SICK to my stomach!!
Riverdale, Georgia
U.S.A.