My husband and I are victims of the credit crunch. We contacted Aurora Loan Services early this year in an attempt to get a loan modification since our loan had adjusted. They were very rude. They asked us to send tons of information. We sent them everything they wanted. We never heard back. We called and they asked us to resend them the information. We never heard back. We called and sent them more updated stuff. They we got a Trustee Sale notice pinned to our front door. In desperation we called them and they re-took our financial statements over the phone. The sale was postponed for a month. They claimed they sent us a modification package via UPS. They never provided us tracking numbers and we never got the package. We faxed letters every single day. Never got a response. We called and called and each time got a different individual. We were told another package had been shipped out via UPS on October 2nd. It never was. We found out that it had been sent out on October 6th. They will not consider modifying the loan to where the terms are affordable. They ordered a sale for the 8th. AND WE HAVE NOT EVEN GOT ANY COMMUNICATION FROM THEM. I email Sonja Williams daily with detailed information. They absolutely will not help. Do you think this is a deliberate way they are instructed to handle requests for modifications? I heard their CEO Dick Fuld today on various TV stations. Boy, did he make out like a bandit?

Let me know if anyone out there has had a similar experience as mine.

Thanks a million.

Aurora Loan Service is the worst Mortgage company in the United States. They don't try to work with you nor do they seem to care. Originally I was attempting to do a loan modification, they told me that I needed to provide them with financials over the phone. Once I did that they told me that I had an access amount of income so I wouldn't qualify. I told them that I hadn't given them everything and that I was two months behind on my car note and three months behind on my student loan as a result of me continuing to make my mortgage payment. They advised me to call back with more detail information and when I did they told me that I had too many bills and that they still couldn't do anything for me. What a rip off...they never had any intentions on helping me. I then asked if they could just sell my loan to another mortgage company, they responded by saying that I didn't have the authority to do that. I am sooooo, angry with them and I feel totally helpless. To add insult to injury the conversation ended with them asking me when I would be able to make a payment on my mortgage because I'm still owing for August.

I received an insurance claim to repair hail damage on 9/28/07. It was made payable to Aurora because they are the primary lienholder. I received the initial 1/3 draw check for my insurance claim proceeds on 10/12/07; work was subsequently completed on or about 11/1/07. As instructed, I requested an inspection from Aurora to validate the work was complete.

On 11/5, the inspection was completed and filed with Aurora. On 11/13, I called to verify all required notarized Affidavits were received and the inspection work was complete. I was assured the final check would be mailed out within a few business days so I could pay my contractor the balance owed. On 11/19, I spoke to a Claims Rep by the name of Jane. She said a check would be cut on Friday, 11/21.

As of 11/28, I hadn't received a check so I called back. I was assured it would be mailed. I called back on 12/7 and was told that someone would be in touch to follow up. On 12/10, I called again and left a voicemail for Jane. I did not hear back so I requested to speak to a supervisor, Monica Ivy (sp?) on Tuesday, 12/11. She noted that something was entered in wrong which failed to issue the check and that she personally would try to get it overnighted and call me back - she never did.

On 12/17, I spoke to Jane, who assured me the check was cut on 12/17 and 'mailed in a day or two.' On 12/20, I called to see if it had been mailed and was now told again that the check was cut on 12/18 and wouldn't be mailed until 12/21. I had to call back several times to try to reach supervisors, only to leave voicemails. When I spoke to Jane again, she contradicted herself a couple times and gave me misinformation.

Finally, she put me on hold and after a few minutes, her line came back on but she couldn't hear me. I heard her and 3-4 others in her vicinity making fun of my problem and laughing aloud. They also joked that the check should be made payable to them individually instead of me. I had also voiced concern that Aurora Loan Services had recently filed Chapter 7 Bankruptcy and I was concerned I was not going to receive my remaining proceeds. She was laughing at the bankruptcy comment and they were joking about how she should have answered that question. I listened to these comments for approximately 5 minutes before the line was suspiciously disconnected.

I called the 800# back again to try to speak to someone and was only able to leave a voicemail for Jane (who has yet to return my call). My primary problem is, I do not have the ability to pay my contractor or his workers before the Christmas holiday, which is a huge concern for me. My secondary concern is the level of customer service I have received up to this point. I am soliciting the advice of legal counsel on the matter of customer service, but what other recourse do I have against Aurora? My loan is current, I have never had a late payment. I was told it is 'the law' to make Insurance Proceeds payable to the primary lienholder, but would like to know more about this.