Complain about a product or service

Indymac

Robert of Concord, CA July 11, 2009

On July 6, 2009 at 5:28P.M. I called IndyMac (now One West Bank) about how I received a statement saying my house was in foreclosure. I called and spoke to a representative. In March of 2008 I, went out of business as a sole proprietor of an auto body repair business. I could not find a job until June of 2008, since June 2008 I have been employed full time earning about 46,000.00 per year. About 6 to 8 months ago I applied for IndyMac’s home loan modification program by mailing in my financial statement with proof of income. I received a letter saying that someone would contact me about the loan modification program to let me know if I was approved. However, I was never contacted about the program. I called IndyMac several times over several months about the program and everytime I spoke with someone I was told I would be contacted about the program. Until recently I was told that I would have to resubmit my financial statement to be considered again for the loan modification program.

Unfortunately, Indy Mac’s customer service department was very RUDE and UNPROFFESIONAL with helping me to deal with an issue that they were responsible for. I explained that I made a payment on the phone with a representative on June 16, 2009. My new Indymac statement that I received said that my house was in foreclosure because I didn’t make my last payment. I and my fiancée explained that I had made the payment and we wanted to know if we could make a payment and get the foreclosure status stopped.

The representative that I spoke to very rudely told me that there was nothing that I could do because the checking account number was not valid that I used to make the payment. I told him that I gave the representative the correct checking account number. He rudely said that there was nothing that I could do because I was behind 5 payments on my mortgage. This is not true. I should only be behind 3 payments because of falling on hard times and losing money from a business that I owned. If that payment had gone through and my payment that is due on July 16, 2009, (which is not currently due yet) was sent that would be 5 payments behind, so this is inaccurate.

I then asked to speak to a customer service manager named Nick. After listening to the recorded conversation from June 16, 2009 to see if the correct checking account number was given to the phone payment representative, he found that I gave the accurate checking account number. He said that it may have been an issue with our bank Travis Credit Union that the payment did not go through. When I asked if he could take the foreclosure off of my account because I gave the correct checking account number, he very rudely said that there was nothing that he could do. I asked if I could make a payment now and he said that I couldn’t. I even asked if my bank sent documentation that I had tried to make a payment he said that there was still nothing that I could do. I then told him that I would file a complaint with the Better Business Bureau. He then got very defensive and said, “How is this our fault?” He was referring to Indymac Bank. I told him that this was the only thing I could do to try to get help.

After getting off the phone with Indymac Bank I called (Travis Credit Union which is my bank) on July 6, 2009 at 6:10P.M. I spoke with Chuck (a customer service and billing representative for Travis Credit Union) and asked him if my payment was sent through on June 16, 2009. He said that there was no communication or attempted communication with Indymac Bank at all for this transaction. IndyMac never tried to get the money out of my account. To resolve the problem, I would appreciate it if Indymac could remove the foreclosure status from my existing account. For the past year my financial mortgage statements show that I have made all of my mortgage payments. Before this mistake that Indymac bank made with not properly sending my transaction to my bank, I did not have a foreclosure status.

Ivette of Wesley Chapel, FL July 9, 2009

In August of 2008 I was falling behind on my mortgage and entered a Modification. In the modification I was agreed to pay a lower payment (460.00) until my application was considered. Every month on the 17th of the month I called Indy Mac Bank to make a payment and take time to ask about a status on my modification, no one ever had any updated information for me. I had been making payments till April of this year. Around the 1 week of May I received a phone call from the bank from the collections department stating that i had not made a payment since January of this year, I explained to him my situation and the information I was giving him, he did not see in his system, he transfered my to another representative, whom advised me that they were no longer offering the modification payment since january and had failed to notify there borrowers. To date every time i call they give me different informatin as to why this happened to me.

I hurried and sent a 1,000 check in may and another 539.00 (which is my normal payment) in the month of may to try and catch up. I am a 28 yr old single parent of 2 boys who gets no child support and live on a limited income of 9.81 per hour. I sold all of my furniture to get me the money i sent them, I went as far as to move out of the home and rent it to try and catch me up on my feet a little, so in June when i got the 1th month payment from my renters i immedietly sent another 1,000 to Indy mac Bank, i recieved a letter from them dated June 18th with my 1,000 check returned to me stating that i needed to send the whole balance due, upon calling indy mac it was then that they advised me that i was currently in foreclosure, HOW?

I was so shocked i had never recieved a letter from them stating so, and i had jus made payments in may and they didnt sent those payments back, then in june was the 1st letter i got from them stating that my modification had been denied. They have now put me on a payment arrangment that includes foreclosure fees and attorneys fees in order to stop foreclosure proceedings, however I do not feel that i am responsible for those fees.

daniel of key west , FL July 6, 2009

My bank charged me 2,931.06 late fee on my insurance for my mortgage, due to a financial hardship for being late two months. They used the most expensive insurance company they could find for which they recieved compensation for themselves, as well as making money for that company, when they could have used citizens insurance for about one tenth of that cost. This is nothing more than legal extorsion. This is certinly not consistant with president obamas plan to help people, with mortgage trouble.

Lourdes of Ontario, CA July 2, 2009

Well my hours on my job got cut, so I couldn't make my payments, I called indymac to see if I could do that new plan and they said I was able to do a loan Mod, well they sent me the paperwork I filled them out, they told me to sent it to them and give them about 30 days and they will get back to me, so I called them in btw those 30 days and they said they where looking over the paperwork still, so I waited. The next thing I know I come home to a paper stuck to my front door that says Trustee of Sale,

so right away I called indymac, and they said they never got my paperwork, I said you got to be kidding, I called your office and spoke to someone and they told me that you where still looking it over. So the lady said well resend all your paperwork and will look at it to see if you can get the loan mod. I said you got to be kidding, so I filled out the paperwork once again went to the post office to fill out a form for indymac to sign it when they get the paperwork, I also faxed it two times 13 pages just to make sure they got it.

So the lady told me to call back in a week and they will let me know, I did that and they still don't know anything, I asked well how can you put a hold on the trustee of the sale and she said well I don't know why there isn't one, why don't you call back next week and we should know, so I did, again they said they didn't know why there was no hold on the sale, and they got the paperwork and they are still looking it over,

I called everyday and they kept telling me to call back, then I got ahold of someone and told me that they wanted me to pay them 12000 in Aug for a balloon payment, and another 4.000 to stop the forclosure I said you got to be kidding, and they also said this isn't saying you got the loan mod, I said if you can't give me a 100% then I'm not doing the deal,

I got more paperwork the other day and they wanted me to pay another 5000...It just doesn't make sense to me. I asked them since I can't make that payment do they have the keys for cash, and they said they do but I would have to pay them that money in order to get keys for cash.

I WILL NEVER DO BUSSINESS WITH THIS COMPANY AGAIN, LIE AFTER LIE, they just kept making all kinds of things up. So we are walking away, no more indymac stres. My sale date is on July 23 but we will be out before that.

ray of chicago, IL June 24, 2009

On March 17th, I entered into a payment agreement with IndyMac Bank. We fell behind because a family member became afflicted with MS and we lost alot of work time and incur alot of additonal costs.I provided all of my information. They said all I had to do was make three payments: one on March 27, 2009, one on April 27, 2009, then one on May 27, 2009. they then would send me the loan modification documents.

I called them several timest throughout this period and they told me to wait until June. In early June they called me and told me that they had a new investor and that I had to file new papers for a loan modification. I told them no; that I had an agreeement with them. I keep getting the run around.

Yesterday, I was told that I need to file new docs under the Obama plan. I asked them why do they tell me this after I made 3 payments and when did the Obama plan come out. They said the Obama plan came out on April 1st but I was supposed to call them about it. I said I did not need to because I had a payment agreement with them. They received my 3 payments and now want me to start all over so that they can get some kickbacks under the Obama plan. I am done with them and will contact all the federal agencies about this abuse. Any thoughts?

Shelly of Duluth, GA June 10, 2009

In March 2009 I was approved over the phone for a forbearance plan where I would pay reduced payments Mar 24, Apr 24 and May 24. On Mar 24th I went ahead and made my first payment even though I had not yet received the official forbearance contract in the mail. On April 14 I receieved the official contract which I signed and returned immediately. On Apr 24 I made my 2nd payment. On May 12 I recieved CLOSING DOCUMENTS for a HomeSaver Advance Loan which basically rolled everything I owed into a fixed rate loan.

Before signing I called Indymac for clarification and they assured me once I signed and returned the documents I could skip the 3rd forbearance payment and go ahead and make my regular mortgage payment beginning June 1st. I was ecstatic because FINALLY everything was back to normal. June 1st I tried to make my payment online and couldnt. I called Indymac and spoke to a Juawanna. She told me that my property was reinstated for foreclosure because I didnt make ANY forbearance payments! I told her I had proof of payment and I could fax them to her. She gave me her # and told me she would look into it and get back to me in 24 hours. She never did.

I called Indymac again the next day and got a hold of Andreas. He was EXTREMELY rude and unhelpful. When I explained to him I had proof of payment and would like to send it, he told me "we're not going to look at it". All he kept repeating was that i broke the agreement by not making ANY payments even though I kept insisting I did! I asked him if he was calling me a liar and he responded "your words not mine". Now I have no idea what to do. I have made several calls and still no one can help me. Another thing they LOVE to do is ask you to hold for 2 minutes while they review your account then disconnect! This is the WORSE customer service I have ever received in my entire life. I am "2 minutes" away from seeking the help of an attorney. As someone said earlier, I suspect there is mass confusion and miscommunication over there as a result of the new ownership.

Belinda of Nevada, IA June 6, 2009

You are right there is noone there that knows what they are doing, one story after another, lie after lie. All I want is my ex husband's name off the note it's not on the mortgage or deed. Noone there knows the legal department's number they want paperwork sent to delay addressing the problem. They say they will make the changes if I refinance at a higher rate and pay fees or if my ex husband is nolonger living.

They will not send me a copy of the original note, where is it does it exist or is missing paperwork the game they play to force you into a higher rate? Complaining to the State attorney general

Mary of Reno, NV May 28, 2009

We were on a Pilot Program in Dec-Jan time. We were told we were approved. In February that program closed and nobody contacted us at that time. 2 months later we filled out another application again for the Modified Loan Program. After numerous emails again over months to a designated VP, we finally came to the point where we were told it would be mailed out to us.

On the day we were told it would be overnighted, the contact we were given to contact at the help desk had no record of our paperwork to be sent to us. More emails - that was last week. Stall, stall, stall. We are only asking for a better interst rate. We just finished construction on our house 4TH quarter of last year. We had purchased the land 2 years prior, installed well and septic before starting our house construction. The communications and stalls are horrible, impacting our lives and future. Why can't they get their act together?

Scott of Hingham, MA May 27, 2009

I closed my savings account with IndyMac/One West Bank on May 8th. I followed the instructions provided to me by the account representative I spoke to, including faxing in a signed letter stating I wanted the account closed. I received a phone call saying that that transaction has been processed and I would receive my check in 7-10 business days. So far, so good.

I did not receive the check after 8 business days and started to worry. I called and the representative then asked me to wait until Friday. I waited until Friday and still no check. I then called the following Tuesday (after the Memorial Day holiday) and what I was told next is amazing.

IndyMac/One West has to send me an Official Stop Payment Request and Indeminity Agreement, which will take 4-5 days, and then my account would be put on hold for 90 days, making my funds unavailable to me until the end of August! I spoke to several people, including a gentleman named Chazz. Each of them were very polite, but unable to do anything to alter the policy.

If I wanted my money locked up for 90 days, I would have put it into a CD. This is not a trivial amount of cash (my home down payment savings) and in this day and age where customers might need quick access to their cash, I cannot understand how this policy is acceptable to anyone banking with them.

Courtney of Gaithersburg, MD May 10, 2009

On Feb 11, 2009 I was contacted by Indaymac regarding my payment for January 1st. In November and December my husband and I had made over 2000 in medical payments, and because of that, we did not have enough to pay Indaymac. We explained this to the billing rep, who stated that they could help us, and forwarded us on to a loan consultant (Megan # 248). Megan advised us that we could be put into the "Partial Payment Program". Megan had us supply our financial situation. She said "make sure to make your payments". So we did.

We paid Feb 20, Mar 20, Apr 20. During this time we called Indymac to find out what our status was, and why our credit reports were showing that we were making no payments. The Indymac rep stated that after 3 months of making partial payments, the credit report would be updated to say current. During this time we also received daily phone calls from the collections department asking us for over 4000 in past due mortgage payments. They said our loan was in default. When we protested and explained about the moification they would eventually connect us to someone who would tell us not to worry, and to keep making our modified payments until we heard otherwise Then around the 1st of May, we received a paperwork packet requesting we state our financial situation . . . again, and send proof of income by May 25. So we contacted Indymac to ask why, after we applied for a loan modification in February, were we receiving the same type of paperwork in May.

The rep stated that Indymac had made an error, and needed the paperwork resubmitted. So, we did it and sent it off on May 6. On May 9, 2009, we received a Notice of Intent to Foreclose. Immediately we called Indymac to ask what was going on. The Indymac rep stated that we were considered in default, even though we had been doing exactly what they had told us to do.

We told him that no one we had spoken to previously had told us that being in the Partial Payment Program would lead to us being foreclosed upon. We told the rep that we had been making the partial payments and had filled out the paperwork for the modification . . . twice. He replied that the investor (Fannie Mae)had changed the rules for modifications in April, and that is why I needed to start the paperwork over. We asked to speak to a supervisor. When one came on, we asked him how we could expedite this second submittal of modification paperwork. He replied that there was nothing he can do. We advised him that it was a paperwork race between our loan mod paperwork and the foreclosure, and appeared we were at the mercy of Indymac. The same company who had conveniently made an error that caused us to be four months down the road with nothing to show. And the whol time we were making the 881 monthly payment to them.

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