Complain about a product or service

GMAC Mortgage

William of Bakerlsfield, CA August 31, 2009

My mortgage company would not allow me to obtain a loan modification because I was up to date on my payments. I informed them of my situation and of my lower income and explained that I would not be able to stay up to date on my payments, especially since I was in an adjustable rate mortgage and my mortgage was scheduled to increase for the third time. The representative from the mortgage company informed me that they were only working with those people who have already fallen behind on their payments, and stated that they could not help me until I missed at least 3 payments. I informed the representative that I had outstanding credit and I did not want to miss any payments, but that I only wanted a modified payment amount.

To make a long story short the mortgage company had the upper hand and I had to comply by missing 3 mortgage payments. After missing 3 payments I called repeatedly called the loan modification department of my mortgage company weekly for about 3 more months, leaving messages and never receiving any return calls. Eventually I received a letter stating my home was going to be put up for foreclosure, if I did not contact them to resolve the delinquency on my account.

I called and complained to every representative that would listen and explained to them that I know they have to document every time I call in the computer, so I asked them did they notice how many times I called trying to resolve my issue, and how many times I was transferred to loan modification and told they would call me back. Finally, I got a representative who was sympathetic to my situation and connected to someone in the loss mitigation department in order to get my loan modification going.

I started this whole process June 2008 and finally got a loan modification agreement signed and active as of January 2009. My mortgage payment was adjusted, I was able to continue making my adjusted payments on time and everything was fine up until June of 2009. This is when I received a mortgage statement requesting more than our agreed upon amount stated in the loan modification agreement. I began calling customer service and was first informed that my loan interest rate was increased. I explained to the rep that I had a signed loan modification agreement that stated my payment amount could not increase for five years.

The rep placed me on hold while he checked this out and then he returned and apologized for the mistake, and informed me my modified mortgage payment is the correct amount and he stated that they will correct the mistake within a week. The rep informed me that my next statement would be correct showing the modified payment.

Well the reason I am here asking for help is because every month since June 2009, my mortgage statement has still not been corrected, and every month like clockwork I call and speak with 2 departments. Customer service department first states that I am behind on my payments, and then I explain that I have a current loan modification agreement, then they place me on hold and state that they see that in the computer, and lastly they transfer me to loan modification stating that loan modification needs to update the file. I then explain the situation to the Loan modification department and they ensure me that my modification agreement is current and they inform me to continue to pay the agreed upon amount.

This is my third month of dealing with this continuous confusing cycle and it is causing a great deal of stress for me and my family, so much that it is truly causing sickness and depression. The fact is I am making all my payments as agreed upon but my mortgage statement is not crediting these payments to my account. I just received another statement stating I am 3 months behind on my mortgage and that once again if this is not resolved my account could soon be referred to foreclosure. I have also obtained copies of my credit reports and noticed that my mortgage company (GMAC) has inaccurately reported me late on my mortgage payment several months and it shows that I am behind on my payments about 3 months. To add even more stress I am in the process of obtaining employment with the state, and they take your current credit into consideration. The problem is that even though I am in compliance and paying my mortgage payment on time and in full, thanks to the inaccurate reporting of GMAC my credit report will reflect me in a negative manner.

Due to this new situation I attempted to contact my mortgage company again hoping to clear up these discrepancies. After going through the same 30 to 45 minute scripted exchange: Customer service department first states that I am behind on my payments, and then I explain that I have a current loan modification agreement, then they place me on hold and state that they see that in the computer, and lastly they transfer me to loan modification stating that loan modification needs to update the file. I then explain the situation to the Loan modification department and they ensure me that my modification agreement is current and they inform me to continue to pay the agreed upon amount. This time I informed the loan modification representative that enough is enough.

Every month they tell me that my account is current and that things will be corrected in the system but this never happens. The representative told me that a new loan modification had been approved and mailed out, and they wanted me to sign new paperwork. I explained that I already have a current loan modification agreement that I have been in compliance with and they still have not adjusted my account to reflect such. The representative stated that if I sign the new modification agreement and send it back then my account will be updated and corrected. I informed him that I did not understand why the new modification was needed nor did I fully trust that this was the right thing for me to do, but I assured him that I would look over the paperwork. I also explained that at this point there have been so many inconsistencies that I may need to obtain legal advice.

I requested something in writing stating that I have not been late or behind on any mortgage payments since January 1, 2009, and stating that my account has been in good standing. I informed the representative that I also expected this to be updated with the credit bureaus. The representative stated he did not handle those types of issues and that he would send this information to a reviewer, so they could take care of it. Then the representative stated he did not have a time frame for completion, but he estimated I should call back in about 2 weeks. I told him sure, this is the same information I get every time I call, and when I call back nothing has ever been corrected. Lastly, I requested to talk to the representative that worked on my original loan modification, and he said sure just let me place you on hold. All of a sudden the call had been disconnected from his end (hung up), and neither he nor the other representative called me back.

john of chelmsford, MA August 28, 2009

i applied for the obama "making home affordable plan". The application was sent in march. It is now august.In the five months since i applied gmac has systematically destroyed my credit. My credit rating was good if not excellent before i decided to apply for the plan. The scenario plays as follows; the paperwork was filled out according to the specifications set by the government.i recieved numerous calls saying that i was approved and i would have to go through a 3 month trial period at a new payment. within the three months i sent my payments according to the direction of gmac's customer service dept. the 1st. month i sent my normal payment. Customer service said i didn't have to send the full payment, and then told me not to send a payment for the following month. I questioned this and was told "not to worry about it".

The following months i sent in the "new" payment. In the mean time my mortgage statement had arrived saying i was delinquent. I called gmac customer service and again was told "not to worry about it". Within days of my statement being delivered, i recieved a demand letter for the difference in payment along with late fees attached. In the last few days i recieved my latest mortgage statement. They have me as being 2months behind, plus late fees. I am now recieving collection calls for 2months of payments. To summarize this whole fiasco, GMAC has basically sent me into default on my mortgage. Destroyed my credit rating by letting my account go to collections.The worse thing of all, caused un-needed and un-warranted stress in my already sressfull life! The answers to most of my questions from there customer service was "don't worry about it". Now i can't stop worrying about it. If i have any recourse, or rights in this situation, i would appreciate your time. thank you in advance.

Daniel of Layton, UT August 27, 2009

I am dealing with GMAC on a so-called Obama-loan Modification. These are the facts you should know. If you start to make partial payments(which I have not) even if they say they are crediting your account, they are not. It is going into a "fund" to pay their legal fees against you. My question is: If you can't really get a loan modification fairly through them, why not just tell you up front so you can hire a lawyer to represent you from the start. Now we have wasted almost 6 months and paid on time over 1400 a month to stay current to be in GMAC's "good graces" and for WHAT? They continually LOSE our faxes and information even when we PROVE it has been sent repeatedly. They have put us at the END OF THE LINE (60 days X 3) three times at no fault of our own. Why should I be penalized because they can't get their act together? I SMELL HOPELESS INEPTITUDE AT GMAC IN WATERLOO IOWA. What is going on people? Am I too WHITE to have the favor of a modified loan through OBAMA?

Why do I keep getting PENALIZED because of the ineptitude of these GMAC GOONS? Numerous times when on hold my calls have been mysteriously dropped. Did someone have to go take a dump, or what? The "representatives" come across as being so caring, and maybe some of them are but they are just getting paid to read off cloned statements to appease clients. We have been lied to repeatedly in reference to what is going on with our modification. Lastly we were told in just a week we would have our approval. Instead they just trashed our file WITHOUT even calling us to say it had been closed.

Supervisors are INEPT and could care less if you ever get your loan done. Toward the end of the month they start closing files without reason just to make their "closing"numbers look better for their yearly review. GMAC if you are reading this, you people are LOW and disgustingly GREEDY. You take homes from people who have served this country valiantly and from those who through NO FAULT of their own are being victimized by you, your CEO's and investors. What can't you just sell my loan to Bank of America where I can get this thing done in 30 days? You are victimizing me and 100,000 other honest people like me. I smell something and it Ain't Roses

Dawn of York, PA August 22, 2009

On 14 AUG 2009 GMAC took out 594.11 for our house payment. Then they tried to take it again on 17 Aug. I called the company they denied that any such payment was taken out on the 17th. The CSR told me to have the bank fax a letter/statement showing that the ACH payment was, in fact, attempted a second time. I called the bank right away to have them fax the information and it was done within 15 minutes of my call. I called back to GMAC and was told that it would take 24 to 48 hours to process the claim and then it would have to go to the payment department for review. Mind you, the second attempt caused a negative balance and we were also charged a 37 NSF fee by the bank.

On the 18, the payment was reversed but the NSF fee was not refunded. So, this morning, 21 AUG 09 guess what! They did it again and when I called I spoke with a supervisor by the name of Marvin. What a ninny! He claimed that GMAC never tried to take out the payment more than once and that nothing was received from the bank. He asked that I have the bank fax something directly to his attention. I had the bank fax the information to his attention and then called to speak to him later in the day and got the run around from supervisors Ann and Zalby and no one would let me speak to Marvin again and he did not call me back.

As of this moment, 21 AUG 09, 8:53PM, we have no resolution and have been told by Zalby that the issue would be elevated to a Manager who would decide whether or not we would get our money back.

G of Plantation , FL August 16, 2009

I live in a state that has very high hazard insurance for obvious reason, Due to economic misfortunes for the past 3 years we have let the force place insurance be a viable way to insure our home. Well that all changed this year March 16 2009 when I received a letter for hazard insurance in the amount of 38,955.98 and that I had 60 days from the date of this notice to purchase my own or this would be my insurance premium, I thought it was a typo when previous years it was under 6,000.00 so I called and was told the reason it was more than 32,000.00 than last year was because it had been put into vacant status and when I send them the required information the rate would be adjusted dramatically WELL guess what after no adjustments and the resent info required verifying info that had supposedly never been received and 6 phone calls after stating it had not been worked yet don't worry - 40 days later I purchased hazard insurance at a rate of 2,852.85 for fear this was not being corrected after numerous calls and was told it was being worked finally I saw a credit back for 34,684..00 to my escrow account . They charged me 4,271.98 for 40 days of hazard insurance. 106.80 a day.

Now I have an expiring flood policy August 4, 2009 I was not going to wait to see what this was going to be so I secured flood insurance on July 31,2009 at a rate of 261.00. I just paid my mortgage on line to see that they charged me 4,2001.00 against my escrow account on August 7 2009 for flood insurance. Is there no conscious to there overcharging of insurance. There has to be some type of regulations on this matter.

cindi of shakopee, MN August 10, 2009

i was laid off my job in june of this year, 2009. i was told i qualified for one of obama's loan modification programs that helps homeowners who can still make their mortgage payment but are struggling due to unforseen cercomstances by lowering the interest rate for a set period of time. so i spent the time filling out the forms and sent it in.

i got a letter in the mail from gmac on saturday stating i do not qualify and that they suggest i sell my house. that was it, no explaination as to why i don't qualify and what qualifications are needed for me to qualify. i'm NOT selling my house. GMAC is unwilling to work with you, unwilling to give any kind of explantions and i spent almost an hour on the phone on hold and transfered to 4 different individuals who gave me very conflicting responses and i ended up with no answers or help.

Caroline of Marysville, CA August 7, 2009

I started working with GMAC back in Oct. 2008. I called to ask for a refinance and was told that A) I had to have a credit score of 540 or above and that since I had a GREAT rate and they would not refi. I was transfered over to the Hardship dept. and then to loss mitigation. I was told that they would need a complete look at my financial situation. Since I had already paid October's payment, I would "have" to default November's in order for me to qualify. I would also have to fill out a hardship form, along with a letter stating why I am in this "position" of hardship.

Make a very long story short, I waited to do 2008 taxes before I filled out the paperwork. In Feb. 2009, I found a non-profit organization under HUD to be my 3rd designated party on my behalf. All forms were filled out and faxed. I followed up to make sure they had received my paperwork and that's when the real insanity started. For every call, and every fax, there were always something missing. I have faxed a total of 7 times attempting to do my part and get this completed.

Yes, when you call, different reps ask for different papers but the worst call was one where the rep told me 1) I choose to have a loan modification 2) I was responsible for calling to make sure everything is in order and 3) I was already on the Foreclosure list. There are these funny looking letters that always arrive after their due date to pay to stop foreclosure and someone comes to my house and takes pictures, leaving me a note that they had been there.

OK! Here's the real kicker- I was asked to call Social Security and get a letter stating when I would be off disability. I explained that there is no way for Social Security to know when I'll get well but she kept insisting=g that it was a "government requirement" and without that, they could not process my paperwork. I was so angry!! I received a letter dated 4/10/09 that says: PLEASE DO NOT SEND US MEDICAL INFORMATION. As required by law, we are prohibited, etc.---why? Anyway, I confirmed with an intelligent rep what paperwork was missing and faxed those.

I was told to call within 7-10 business days to make sure everything is in order. I asked why they didn;t initiate a call and was told there are way too many people applying for them to call everyone. My person at AUitron is aware of my difficulties and offers advise when possible. He is however, not an attorney and cannot offer legal advise.

Phillip of Buda, TX August 7, 2009

* GMAC/North America Title failed to adjust tax adjustment from farmland to lot with house (ours was not the only one) in 2008. * November '08 after living here for 18 months, we notice the error, applied for loan modification for tax adjustment shortage per GMAC advisement, they said it would be no problem. * Three months later no answer on refinancing, GMAC stated there was a backlog and it would take some more time.

* Two days later we get a foreclosure notice for back taxes paid by GMAC but shortage from us?? We were given the option of paying 4800 by April 1st, 2009 plus increasing our mortgage payment to 1500+ for the next year or pay almost 1900 for the next two years, an increase of 45% and 90% respectfully of our mortgage. Surly this qualifies us for a loan modification through GMAC. * Nope. GMAC states we are behind on payments, we find this out in May '09, even though we have made all our schedule payments. * GMAC is putting our schedule payments in a holding fund till it meets their new payment amount, making us look like we are late on paying.

* Finally I put my college degree to work, accounting, and discover a discrepancy on GMAC part. GMAC is overpaying Ginnie Mae with our property tax and buydown funds. * Gmac acknowledges the problem after several weeks then states that Ginnie Mae probably will not give the money back. This starts my register complaints to FHA, Ginnie Mae, and the TX Attorney General's office. * With input from Tx Attorney's office, Ginnie Mae returns the funds and GMAC applies it to the escrow account in June. There is still a shortage in the escrow, but it is an more manageable amount. * July 31st, payments are made to bring all payments/escrow to date, late fees are dropped but GMAC refuses to change late payments status to paid on time, another matter.

Initial problem started with original loan company, All Homes Mortgage, and Lennar Homes who over qualified us for this mortgage and gave us the wrong property tax value payments. We were paying around 100 per month when the real taxes,insurance per month should be around 355.

christine of portland, OR August 3, 2009

I got this loan on 11/2008 with this company GMAC. My monthly payment are due no later than 16th of every month, if late you have a late fee. I send my first payment on 11/15/2008, it cleared on the 10/16 2008 from my account, my bank stament shows they took the money out. GMAC is saying that the apply the 10/16/2008 payment to November payment, I still dont know why they did that. So they say that I'm missing my October payment. I have call and call and call...I have to talk to a manager and they say that they will call back and never do. Today is 8/2009 and I still ant fix this problem, I have fax all the information that they have asked for.

Lisa of San Marcos, CA August 3, 2009

I'm still not sure what mess up this company has done they still can't get my account up to date, they have put the last 3 months of my monthly mortgage payment into interest for some reason and have been sending me loss mitigation notices that I owe all the late fees and my last 2 months mortgage. I have been on the phone with about 13 customer service people and 1 supervisor, that I only get to talk to once I have been put on hold and thrown around cust. service for about a half hour each time. I have been hung up on 2 times and the supervisor that I have talk to twice has assured me the matter will be reversed and taken care of, but it has been three weeks now and there still putting more charges on my account and its now on my credit report showing 90 days late. I don't understand why there are no offices in San Diego that I can go into and talk to someone face to face and take care of this.

I have 1 account which is my monthly mortgage and when I send the money for it why can't they put it in that account and have it paid, why is my money going elsewhere. I feel no one is helping me resolve this how do I get to someone in the company, that knows something and can take further action. I'm thinking of taking it to the media station close by to have them investigate this company, I think they are pulling fraud moves for more money or to take my home.

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