Your arrogant and lying mishandling of our home loan

BAC did the same thing to us when they took over our mortgage from
TB&W. They have also changed the terms of our loan by trying to make
us pay extra escrow. On top of that, I just got a letter in the mail
from our insurance company stating that our homeowner's insurance has
expired due to BAC failing to pay the premium, (which is included in
our mortgage pmt btw.) Dealing with BAC has been a nightmare for us.
They are incompetent and greedy.

A.K., allow me to be (as far as I can tell) the first to SUPPORT your
position rather than suggest you're being too uptight or making a fuss
over nothing. I got this same letter, and I was angered by the
irresponsibility and the abrasive tone displayed by Bank of America. I
also didn't see it until several weeks after it was mailed, meaning my
so-called deadline had passed for avoiding their purchase of insurance
"at [my] expense"! (This turned out, so far at least, to be a
non-issue, but time will tell.)

As I was underlining key points in the letter, I also scribbled this
note: "Why is this MY problem?? Countrywide had my insurance info!"

I visited their website to provide the information they requested, but
did not feel obliged to do so! When I arrived, incidentally, I was
prompted strongly by Firefox to not enter any information because the
site's security certificate had expired. I'd never seen a warning
quite like it. I was cautioned that no professional site such as a
bank would let their certificate expire. So I'll call tomorrow,
instead. Perhaps the expired certificate is more evidence of their
incompetence or neglect.

But back to the main point, who in the hell do they think they are to
suggest I'm on the hook for their sloppy transition? And who among
your critics would be willing to let this company purchase insurance
(substandard, in fact) at their expense when they already have it...
if that's even legal? Very few, if any, I'm certain.

Your complaint was articulate and, in my opinion, very reasonable.
People just don't seem to get it... that rudeness, incompetence and
lack of responsibility should not be tolerated, especially from a
business who is making money off you. Tolerating it is exactly what
allows it to continue, and encourages the kind of sloppiness Bank of
America and/or Countrywide engaged in. People who have such lack of
consideration for others love people like those who criticized you,
because they can manipulate them (as is apparent).

Kudos to you for taking a stand against such unprofessionalism, and
thereby doing a small part to making all our lives -- including those
of the naysayers -- just a little easier!

I signed up for an account on this website for the sole purpose of
getting this comment out to you and to those who found fault with your
attitude. I think your attitude is right on! Have a good day.

You spent hours having your insurance info resent to the mortgage
company? One call to your insurance agent asking them to resend it
would have solved the problem.

This is standard procedure. We received notice just like this several
months after our mortgage company should have received proof directly
from us. For whatever reason the paperwork got lost in the mail, lost
by an employee, who knows. Whatever the case may be there is
absolutely no reason to turn this issue into a big deal. Just provide
proof of insurance and this issue will go away.

As a side note, I was hired on as a temporary employee by a corporate
real estate department after an acquisition. We acquired
approximately 200-300 locations in the acquisition. My job was to
take the boxes of leases sent to us and file them in the file room. A
job that we initially figured would take me at most a couple of weeks.
Turns out the files were in terrible disarray. There was basically
one file per state!! Meaning that if there were several locations in
one state, all the lease information was dumped into one folder. I
had to sort through all of the paperwork and figure out what locations
we were actually still occupying. After sorting out all of the
paperwork, I then had to call several of the landlords to ask for a
copy of the lease so that I could have one on file because many
locations didn't come with that much information!

So I guess what I'm getting at is that you really have no idea in what
state your file/information was in when it reached BOA's desk.
Blaming them is not really going to help the situation anyway.

arrogant or lying? They asked for verification of something that
should be relatively easy to prove.

Personally, I'd be more irked at Countrywide - it's their ineptness
that caused this mess.

peeved at having to track down the information and send it to them.
Would I do it? Yes. Would I enjoy it? no. Especially after she
contacts the insurance people and they say they sent it, but because
boa didn't update their address, they didn't get it. I don't know...I
liked the letter. Even if it was just a rant about the company.

Wouldn't the best scenario be that boa contacts homeowner and justs
asks who the insurance company is and then THEY call and get the
requested info?

to make it clear to you that if you didn't submit proof of insurance
that there would be ramifications? We see complaints all the time
about stuff being hidden in fine print (even when it isn't...).

What about taking a different stance, and view the fact that they used
bold underlined type to make it clear to you that action on your part
is necessary, to avoid costs to you?

Do you view being told that you need to do something by a deadline as
threatening?

No transition can be flawless.
The letter you received was likely a form letter used by Bank of
America for all instances of this issue, not just the ones from the
company they bought.
This is valuable feedback however as in the future, hopefully they
will make a special effort to send a nicer letter when the blame is
not necessarily on the customer.

Would you have been worked up if the letter said "We apologize for the
incovenience, we need a copy, etc.,", without the threating tone?

While this is an easily rectifiable situation, Bank of America could
have done a better job of not getting customers worked up with
threats.

I'd mail or fax a copy of my homeowner's policy and payment, and/or
ask my insurance agent to do so.

You're getting extremely worked up over something that is very easily
rectified.

Our loan hasn't been bought out by another lender, but if I got a
letter like this, I'd roll my eyes, sigh audibly, and go to my
insurance agent to have his office handle this.

To tell you the truth, it happens all the time. Ignore the notices
and just send them the dec page of your hazard and you're all set.

Ah the joys of having a mortgage, no thank you



Good Day

This really upset you. Am I missing something, or is the solution to
the issue to simply mail in evidence of coverage?

You say you want them to "earn your business". Don't they have your
business already?

I dont know why you wouldnt just mail in the requested informaiton.
its your fault you spent hours taking care of this. Just do what is
asked without arguing with people. Who cares whose fault it is, it
needs to be fixed.

I would have spent 5 minutes making a copy of the information and 5
minutes walking it to the mailbox. 20 minutes if I wanted to send it
certified.