Household HSBC Watch

Thu Jul 28, 2005 12:09 pm      

In Nov 2003 I refinanced my home with First Independent Mortgage and it was sold to Household Mortgage. I made my January and February payment to First Independent as requested. March 1st, I was contacted by a collections person from Household demanding payments for January, February, and March. I told them that I had paid January and February but they would not accept my explanation. I paid my March payment over the phone.

I also received calls concerning my second mortgage as well. I continued to get calls every day. I talked to supervisors etc. in the company. I went to the bank and made copies of my checks plus called multiple people from 1st Independent mortgage to help with problem. Finally in June, I received a letter stating that they had boarded my payments wrong. The letter did not leave me warm and fuzzy. However they did send me a check for $100.00 for my trouble.

In the course of the last two years I have received letters on two separate occasions from HSBC accusing me of letting my household insurance lapse. I had to call my insurance company each time and ask them to send verification that my insurance coverage was current.

A few months ago I accidentally omitted an amount on my check for the house payment instead of writing out $1643.00 I wrote 1043.00 so I was 600.00 short. They cashed my check and then wrote me a letter about a month later and stated that they were starting foreclosure proceedings if I didn't get my mortgage payment current. I went to the bank and asked for a copy of the check. I quickly identified the problem. I sent them a letter along with the difference explaining what happened. At this point I was so fed up with this company.

I recently noticed a $100.00 misc. charge on my second mortgage statement. On July 11th I contacted a customer service representative and asked what that was. When I asked her name she stated, Theresa Green. She looked at my account history and noted that this charge had been assigned to my account on June 24,2004. That charge was assigned 3 days after I was issued the check for $100.00. My check was dated June 21st. She concluded that the charge was for an appraisal on my house which resulted from the boarding incident!!!. She stated that she would send this information to the research department and that I should contact the foreclosure department, as she couldn't remove it. She transferred me to the foreclosure department. I waited on hold for 45 minutes and never was able to talk with anyone.

I have been out of town for over two weeks and decided to try and speak with someone again today. I reached a person in the foreclosure department and they stated that a letter would be sent to me and would not tell me what was going on and whether the charge is going to be removed.

I then asked to speak with a customer care person and requested to have my pre-payment penalty waived, as I want to refinance with another mortgage company. The representative stated that was not possible. He stated that the problems that I have had with this company did not warrant waiving the penalty. I stated then that I would have to seek legal counsel and he stated I signed a financial agreement that was binding and would not be let out of it. I asked to speak with Theresa Green, as that is whom I spoke with on July 11th. He stated that there was no one by that name that worked for their company. I then asked if I could speak with his supervisor and he said they were busy and that someone would cal me back in 23-48hrs. I said I would hold and he said that wasn't possible. I stated that I would be contacting governing agencies and he said "you do that", I then hung up.

The person I spoke with in customer care did not give me his name but was extremely difficult and not empathetic. The biggest issue is that I feel that I have had such poor customer service and problems to the point that I think it would be to my detriment to stay with this company. I have pages and pages of documentation right from the beginning to now. Who should I contact to advocate my case???

Thanks,

Mon Sep 26, 2005 1:24 pm      

I have written about my nightmare experience with HSBC but it continues... I am approaching the end of my long 2 year adjustable interest rate loan with HSBC and thought light was at the end of the tunnel. Finally I would be able to refinance with out paying the hefty pre payment penalty. I had a mortgage officer pull my credit report and HSBC had reported late payments on my report. I believe they have postponed posting my payments purposely to report them 30 days late.I have written to the 3 credit agencys but they said their response was that the information is correct. I know that it's not. I just don't know how to fight back.