I called EverHome on Friday the 12th of Nov. 2010. I had wanted to inform your company that my payment for November would be in on the last working day of the month due to the fact that I changed jobs. I WAS INFORMED THAT I WAS LISTED AS BEING ON A PYMENT PLAN. I explained to Customer Service representative that I had been on a payment plan and that I had caught up all my payments and was current. I also explained that I was informed in Sept. hat at the end of the moth if I was current I would be dropped from the payment plan.
The CSR transferred me to the Home Owners Solutions Department. I was connected to someone who informed me that after I made my Nov. payment that the payment plan would drop off my account. I informed him that I was promised that it would drop off at the end of Sept. when my account was brought current and that I would like that payment plan removed at this time because I had fulfilled my obligation of making my account current.
The agent could not clear up the matter so I asked to speak with a manger. Fred was the manager my call was routed to on Friday, Nov. 12, 2010. Fred was very unhelpful and his tone was negative as well as insulting. Fred started out demanding that I pay the current month mortgage. He did not even address the issue I was calling about the payment plan that was still attached to my record. I stated that it was not late as of yet because I had a grace period. Fred became argumentative and stated “No, you are late on the 2th of the month”. He also stated that he would have the payment plan deleted from my account only if I paid on my loan before the end of the month. Fred informed me that I was late by the second of the month in a manner that suggested that I did not have a 15 day grace period, thus I asked him, “if I am late by the 2nd why is a late fee not charged until the 16th of the month” Fred’s tone became hostile and he refused to look into my records and tried to use strong arm tactics on me and changed the subject back to the payment plan which he again refused to drop from my account.
I restated to Fred that my account was current and thus the payment plan no longer applied. He became nasty with me and asked when I was going to pay this month’s payment yet again. I repeated what I explained to the CSR about starting a new job and paying at the end of the month. He stated in no certain terms that unless I paid before the end of the month he would consider me late for next month if I did not pay by the first of December and the payment plan would stay attached to my account. I informed Fred that I had a 15 day grace period so if my funds came in early I would pay by the 15th if not I would pay at eh end of the month as I stated previously.
I was becoming frustrated with Fred, his tone was insulting and his terms and voice inflection was not kind, thus I ended the phone. I recalled Everhome in hopes of obtain an individual with a better knowledge of your companies computer systems and someone better skilled in customer service.
I was lucky enough to speak with Mrs. Erica. I explained the situation to Mrs. Erica. She looked into my records and saw that my account was current and that there was a note on my account that the payment plan should have fallen off at the end of Sept. Mrs. Erica corrected the problem and wished me a good day.