My second mortgage was bought by Key Home Equity Services over two years ago and for the first few years there were no problems with my submitting payments. Early in 2003, however, I started receiving phone calls from them stating that my payments had not been received and I was accruing late fees and in danger of foreclosure. I assured them that the bill payment service I had always used had not changed or done anything differently but they repeated their claim and tried to get me to pay various times over the phone, for a small convenience fee.
When I checked with my bank, they assured me the checks had been cut and mailed but never deposited. Suddenly I began to get these checks returned to me by Key, uncashed. The phone calls kept coming, up to 5 and 6 times a day, and each time I assured the person on the other end of the line that I had made my payment but Key had sent it back. I was told that they had never received it and that the late fees kept piling up.
After many such frustrating conversations it was finally discovered, by me, that they had changed the address to which I was supposed to mail payments without notifiying me. When I declared that I shouldn't be held responsible for late charges for payments that had been sent on time, they accused me of lying about it, even though I was holding their returned checks in my hand.
At that point I requested a supervisor's attention. I was told that there was no supervisor available but that my message would be passed on to Miss Christmas, who would get back to me. After several days of the same harrassing phone messages, none of them from a supervisor, I called directly. Not only was the representative who answered unable to find a supervisor, he was unable to find any record of the fact that I was even a customer or that my account existed! I demanded to speak to Miss Christmas, and after 15 minutes on hold she finally picked up.
This very un-merry woman quoted me two different mailing addresses and three different amounts due on the account during one 10 minute conversation, none of which had any documentation as to what the amount was covering. It was as if they just randomly made up numbers and hoped to scare people into paying them. When I expressed my frustration about how my billing was handled and how even the supervisor of the office couldn't figure out how much I owed on the account, she accused me of not knowing how to properly pay a bill. I began to scream at her, I was shaking with anger.
Never in my life have I dealt with such a gang of ignorant, rude, and obnoxious bullies. I finally agreed to the five dollar check-by-phone option just to be done with the whole mess. I was assured that would be the end of the phone calls and that everything was taken care of. The next morning, a Saturday, I got a call from their number at 8 a.m. When I picked up the phone ready for a fight, the person on the other end hung up.
For the remainder of the day the phone rang every hour on the hour with their I.D. coming up. I finally picked up and demanded to speak to the supervisor immediately. The thug on the phone refused, saying he could handle it for me and that I was being very rude by yelling at him. After he called me a liar, a cheat, and someone desperate to avoid payment on my account I asked him if he knew how much I owed and what those fees were for.
He was completely unable to figure it out while I waited on the phone for 10 minutes. At this point it was like some sort of bizarre game. Finally in frustration I asked to speak to the supervisor, A Miss Johnston picked up, asked my information, looked up my account, and then put me on hold. While on hold, their phone disconnected me and no-one called me back! I finally called her back and asked if she had my phone number. When she said she did I exclaimed that she must have hung up on me then, since she never called me to apologize.
After a lengthy discussion I said that I been called a liar, hung up on, been held accountable for fraudulent charges, harrassed non-stop with telephone calls on my home and cell phones and all because I was sending what they told me to where they told me to. I threatened legal action and she told me that she had taked care of everything and the phone calls would stop.
They still call, all day, everyday. Each time they tell me something different and assure me that as long as I pay immediately over the phone they will make the calls stop. I realized the only way to make them stop is to turn off the ringer.
Believe me, I'll be refinancing that mortgage ASAP and looking into legal action as soon as it's all over.