http://www.sandiegoreader.com/news/2010/aug/04/city-lights-1-foreclosure-fee-feast/#comments


Green Tree Servicing, the owner of the second lein on my mortgage, is stalling the approval of a Short Sale. They will not accept the monies that are being offered by the owner of the first lein, One West Bank. I wrote my local Congressman; the letter was forwarded to Freddie Mac and Green Tree. I received a call from Freddie Mac stating that what Green Tree was asking me to do was "not within regulations". When the letter ended up in the hands of a representative from Green Tree, I received a call telling me that he would get the money I owe either "voluntarily or involuntarily". Above is the link to an article from my local paper. Below is the letter I wrote to my Congressman.

Dear Congressman,
I am a homeowner that has fallen into unfortunate circumstances that prevent me from making the payments on my mortgage. I am attempting to be a responsible consumer by short selling my home instead of walking away, hoping that this will not only allow me to become a homeowner again in the future, but also maintain the integrity of my neighborhood that I have grown to love so much. I have come into resistance with a mortgage servicer that is requesting that I violate RESPA guidelines. I am requesting your assistance in contacting that servicer so that I can proceed with my short sale.
My first mortgage holder is One West Bank. They service the loan for Freddie Mac. Freddie Mac has approved the short sale with an amount of $3000 going to my second mortgage with Greentree. The buyer has offered to pay the $2000 difference, however Freddie Mac guidelines prohibit any contributions by additional parties to Greentree (not that we have any additional funds to give). Greentree is refusing to accept the $3000 to release the lien against the property. Instead, they are asking that I (or the Buyer) send them $4450 in advance so that the funds will not have to show on the HUD-1 Settlement Statement, and then they will issue a short sale approval for the $3000. I would still be responsible for the remaining balance of the debt.
It’s completely unethical for a mortgage servicer to ask me to hide the payment of funds made to them. It’s even more unethical that I would be forced into a foreclosure because of such practices. Greentree will not listen to my Realtor or me. So I need someone to stand up for me that they will listen to.
My loan information is above. This letter can be used as authorization to speak on behalf. If you need additional information, feel free to contact me. I thank you in advance for your time.

Sincerely,

Heather

Green Tree customer service is run on the basis of: "if we provide unrealistic response times then no one will bother us". Of course I gest in this statement, but read the following email response, from Green Tree, after I sent an email inquiry:

"Thank you for contacting Green Tree Customer Service. This message is to confirm the receipt of your email request. You will receive a response from our Customer Service department within three to five business days. Please do not reply to this message as this is an outgoing mailbox only.

Sincerely,

Green Tree Customer Service Department"

This is sad... probably a good way to keep labor costs down and margins up...sad to see! I wish they could set there sights to emulate companies like USAA or Schwab...but then only results oriented companies would do that and this is where I think Green Tree differs. Just my two cents; I feel sorry for the front line staff that has to respond to customer complaints due to poor management directive / decisions.

I received a phone call on my cell phone from someone representing Green Tree. They said they were calling about my mortgage payment due on the 1st. It was the 7th of the month so the payment is 6 days late, but still within the grace period and not even subject to a last fee until the 15th. The woman demanded that I make a payment over the phone with her immediately. I refused stating that I would make the payment with a check by the mail as I always have to avoid the pay-by-phone fee. I also informed her that I have always paid between the 10th and 15th because that is when I get paid. She began yelling at me, telling me my account was going into collections and that I had no choice but to pay immediately by the phone. I asked for her name which she refused to give me. I told her the conversation was over and I hung up the phone while she was yelling into in that she would be seeing me in court. This was the worst customer service I have ever experienced. I mean, really...6 days late?

With the current economic crisis hitting so many Americans across the nation, this company lacks sensitivity when dealing with its customers and their issues. Unlike other mortgage lenders this bank is unwilling to work with the customer to assist in meeting the customer's need and ensuring a good business relationship. For a payment made on the 30th day this bank refused to not report to the credit agencies although the reason for the delay was explained and the payment history has never reflected a late payment. In times like these companies like Green Tree make consumers feel even more miserable about their situations and zaps away any good faith efforts made or motivation to making things work. This company only cares about the money they collect and not the people they serve!

As of this entry, I am currently a customer (victim of) Green Tree Servicing, LLC. Here's my breif "Green Tree Story". In 1999, my young family of 3 (myself, wife & small child) found what we believed to be a home that we could afford on what little income we had. We purchased a 16 x 80 mobile home financed by Green Point Credit. After moving it to land of our own - we began to make monthly payments as agreed. At the time of purchase we aquired home owners insurance acceptable to Green Point. A few months later - we recieved a letter that what was previously acceptable was now not acceptable and that we would have to acquire additional or Green Point would place their own high cost insurance on the home. When I objected - I received letters threatening repossession. While considering our options - Green Point billed us an additional $59.79 per month over the original mortgage payment for their own insurance. Frequent call's, faxing of our own policy etc. did not change the fact that they were determined to force their insurance on us and continued to add it to our mortgage payments. Customer Service of course was excellent prior to the sell and then became horrible immediately after the sale. Fast forward several years later we began to receive bill's with Green Tree Servicing on it in place of Green Point Credit; same people, same horrible customer service, same unethical business practices. We simply continued to send our mortgage to what ever bill showed up with our address on it unsure of how many name changes this company was going to have. Once sued - they change their name and their back in business again with a new name but same unethical, illegal activities. As the years went by - we would have an occasional decrease in house hold income and fall behind a payment or 2. In a good faith effort - we would call Green Tree (no) customer service at 1-800 - 643-0202 and the call would be forwarded to a Jacksonville, FL. Green Tree office at P.O. Box 19649; Jacksonville, FL. 32245-0649. Individuals by the name (or aliases) of "Chauncey" and a "Ms. Smalls" would answer and inquire as to what time "today" the full payment would be made. If informed that a payment could not be made "today" but could be made on a near future date - threats of mobile home repossession "today" would immediately be made by both Chauncey and Smalls. Smalls would make threats of suing and immediate obtainment of court orders stating that "she " would file in court clearly crossing the line mis-representing her self as an attorney. At one point - she lost it and threatened to contact local law enforcement if I returned to my home and stated that "she" would file in court to block me from returning to my land and home. This after she was informed that Green Tree owns the home but not the land that the mobile home sit's on - I own the land! When I would LOL - these calls would end abruptly with no workable solution (payment "today" is the only acceptable answer). Later - Chauncey would proceed to ring my home, cell & work numbers repeatedly. I had no option but to issue a "cease and desist" order in accordance with Title 15, Chapter 41, Subchapter V, Sec. 1692c, Paragraph (c) "Ceasing Communications". This along with a clear threat of Attorney Action - works. No more calls from Green Tree Servicing, LLC. At some point - Green Tree Serving's mis-handling of these issues literally becomes far worse than going through the actual mobile home repossession process. It is my hope that by sharing this story with others that potential customers (victims) will think twice prior to conducting any future business with Green Tree Servicing, LLC.