Countrywide Home Loans Is Satan's Bunghole!!!

Canon EF-S 10-22mm f/3.5-4.5 USM

08/16/2007 11:49:15 PM · #1

If you're thinking about getting a home loan, DON'T go with Countrywide!

Okay, for some reason, my 8-month-old phone number seems to have belonged to someone who isn't very good at paying his bills. So, CHL is calling me nightly for 5 days via an automated dialer trying to collect, here's the saga so far:

I click to talk to whoever they want to the guy to talk to, but I have to put in "my zipcode", which I don't have because I have no account with them and it's not my property. I try dialing 0 and any number on the keypad, and even though they're calling me, I can't get to a real person.

I call a phone number that they have on the recording. AGAIN, I have to enter my non-existent account number. There's no way to talk to a real person.

I go to their website and call one of their sales numbers, which are supposed to be open until 10:00 PM Central. I punch the number for Customer Service (I've already pushed the button letting them know that I'm a NEW customer). AGAIN, if I don't enter an account number, I can't speak to anyone. I hold to leave a message and I'm kicked all the way back to the start rather than getting voice-mail!

I call the sales number again and this time punch the number to talk to sales. "Please call back during business hours." They're supposed to be open until 10:00 PM Central according to the website and I'm calling with 30 minutes to spare!!!

But wait, there's more :) They have a Contact Us e-mail form on the site. I'm really ticked and I want to get this taken care of. I enter all my info, type up my explanation and hit "Send." I get an error message that says, "We are currently upgrading this feature; please try back soon."

GRRRRRRRRRRRR!!!

I finally got an e-mail form to go through. I'm sure they won't call anyway ;) Anyway, if you're thinking about getting a home loan, DON'T go with Countrywide! What a nightmare.

::: Rant mode off:::

srdanz

Canon EOS-5D Mark IV

08/17/2007 12:35:21 AM · #2

I don't think that anyone will be getting a loan from Countrywide ever again... they don't look solvent right now. That;s why there was no response from the sales extension.

08/17/2007 01:05:49 AM · #3

The government would be stupid to let Countrywide fail. CW represents nearly 20% of the mortgages in the US, by far the largest US mortgage lender, possibly the largest worldwide. If they declare bankruptcy, their loans will have to be sold. It's unlikely that the rest of the mortgage banking industry, let alone, one institution, has enough capacity to absorb and service all of those loans.

The problems you're having with CW, while unfortunate, have little or no relevance to their operation as a financial institution.

I'd say the problem is more with the phone company who failed to give you a "clean" number.

Message edited by author 2007-08-17 01:08:40.

Sigma 30mm f/1.4 EX DC HSM for Nikon

08/17/2007 01:20:49 AM · #4

"The problem is more with the phone company who failed to give you a "clean" number."

I never went to the phone company. All the numbers I got were from THEIR website, automated phone menus and the annoying automated calls. I'll see how it goes tomorrow with contacting them, because I seriously doubt they'll get back to me.

If they're this disorganized, I can see why they're in such trouble. Seriously. If management can't ensure that their basic communication with potential borrowers works, I'm sure the rest of their books and organization is that sloppy as well.

jdannels

Nikon D300s

08/17/2007 02:03:02 AM · #5

Originally posted by chip_k:

I think he means your phone number when you got it from the phone company, not the ones you found. :)

BeeCee

Nikon D40

Nikon AF-S DX Zoom-Nikkor 18-55mm f/3.5-5.6 ED

08/17/2007 02:08:21 AM · #6

Originally posted by Spazmo99:

The problems you're having with CW, while unfortunate, have little or no relevance to their operation as a financial institution.

You don't think proper service to customers/potential customers has any relevance to a company's operation?

TCGuru

Canon EOS-40D

Canon EF 28-135mm f/3.5-5.6 IS USM

08/17/2007 03:08:42 AM · #7

Call the phone company and explain what is going on, then ask them if they can PLEASE change your number for free. If the rep you are talking to says no, politely ask to speak to their manager. If that manager says no, politely ask to speak to their manager. Don't be rude or ugly, because that will get you no where.

If all that fails, ask them to add call blocking to your service (no charge of course). Instructions on how to use this feature should be on one of the first few pages of your phonebook. If you have a special service (like complete choice), you may just need to activate the call block feature (that will be free).

Your profile doesn't say where you are from, so I am guessing the US. :)

Sigma 15mm f/2.8 EX Diagonal Fisheye for Nikon

08/17/2007 08:32:53 AM · #8

Originally posted by BeeCee:

Originally posted by Spazmo99:

The problems you're having with CW, while unfortunate, have little or no relevance to their operation as a financial institution.

You don't think proper service to customers/potential customers has any relevance to a company's operation?

How did CW cause the problem? All they are doing is trying to contact a non-paying account holder? The OP's problem is a matter of CW having the wrong number in their file, a simple mistake. To extrapolate that simple misunderstanding to their capability as a mortgage lender is silly.

muckpond

Nikon D200

08/17/2007 08:36:40 AM · #9

how to launch an executive email carpet bomb (via Consumerist)

Message edited by author 2007-08-17 08:36:47.

Nikon AF-S NIKKOR 24-70mm f/2.8G ED

08/17/2007 08:39:09 AM · #10

I don't know where you are, but you might also try calling a local branch office.

Countrywide Branch Offices

mjwood0

Nikon D200

08/17/2007 09:31:06 AM · #11

Originally posted by Spazmo99:

Anytime someone calls your number and doesn't give you an option to talk to a person without some form of authorization code is just poor business practice. Same with telemarketers calling my cell phone. Yes, I do report them to the proper people, but it's simply rude.

I'm with the OP. They have a system where the non-paying account holder isn't getting any communication and the innocent person who owns the wrong number can't get rid of their calls. Say what you like, but that's bad business.

08/17/2007 09:44:57 AM · #12

Originally posted by mjwood0:

The OP is calling customer service numbers that are for account holders yet they are not an account holder.

Yet they are surprised and angered when they are asked for an account number and they get their call dropped for not having one.

Of course, I'm sure you are perfect and have never dialled a wrong number.

Nikon AF-S NIKKOR 24-70mm f/2.8G ED

08/17/2007 09:46:24 AM · #13

Originally posted by Spazmo99:

The problem isn't that they're trying to get in touch with the non-paying account holder, it's that a) they won't know that they HAVE the wrong person until a real person gets involved; b) their phone menu shouldn't have dead-end options, especially for NEW CUSTOMERS, as I selected on the menu; c) Their sales office should be open until the time specified on their website; d) You should be told that their forms are "down" BEFORE you enter all your information.

If it sounds like I'm being overly picky, it's because making sure all our clients web operating & customer service systems are working flawlessly is WHAT I DO. We have an extremely high customer service rating; an ultra-high client retention rate and work with 60% of our industry's top 100 retailers. And, yes, i do believe that our very high customer satisfaction rate is a huge part of why we've been so successful.

Message edited by author 2007-08-17 09:47:59.

mjwood0

Nikon D200

08/17/2007 09:50:01 AM · #14

Originally posted by Spazmo99:

Of course, I'm sure you are perfect and have never dialled a wrong number.

Sure I have. But I don't keep calling it when the person informs me it's the wrong number...

I take it you're one of those people who presses redial and is surprised when they are connected (yet again) to the same wrong number... (one of my many pet peeves!)

Canon EF 17-40mm f/4.0L USM

08/17/2007 10:03:02 AM · #15

Originally posted by mjwood0:

Originally posted by Spazmo99:
Of course, I'm sure you are perfect and have never dialled a wrong number.

Sure I have. But I don't keep calling it when the person informs me it's the wrong number...

I take it you're one of those people who presses redial and is surprised when they are connected (yet again) to the same wrong number... (one of my many pet peeves!)

And if they didn't inform you that you had the wrong number?

You seem to be a person with many pet peeves and much intolerance for the foibles of others.

LoudDog

Canon EOS-350D Rebel XT

08/17/2007 10:18:26 AM · #16

DO you work for contry wide Spaz?

I'd like to thank country wide for destroying my 401K the last few days!

Companies that use daily automated calls to collect money are doomed for failure. People know they owe money, you think a recording will make them pay? And if you are going to send out daily, automated recorded phone calls you should make it easy for people to let you know you have a wrong number so you don't unintentionally drive them insane and push them to talk bad about your company on the internet.

I personally love it when someone trys to send a fax to your cell or other non fax phone. Every 5 minutes. BeeeeeepBurrrrrrpHummmmmm..... I do it to my friends as a goof!

Nikon AF Zoom-Nikkor 18-135mm f/3.5- 5.6G ED DX

08/17/2007 10:18:52 AM · #17

Originally posted by chip_k:

Originally posted by Spazmo99:
How did CW cause the problem? All they are doing is trying to contact a non-paying account holder? The OP's problem is a matter of CW having the wrong number in their file, a simple mistake. To extrapolate that simple misunderstanding to their capability as a mortgage lender is silly.

The problem isn't that they're trying to get in touch with the non-paying account holder, it's that a) they won't know that they HAVE the wrong person until a real person gets involved; b) their phone menu shouldn't have dead-end options, especially for NEW CUSTOMERS, as I selected on the menu; c) Their sales office should be open until the time specified on their website; d) You should be told that their forms are "down" BEFORE you enter all your information.

If it sounds like I'm being overly picky, it's because making sure all our clients web operating & customer service systems are working flawlessly is WHAT I DO. We have an extremely high customer service rating; an ultra-high client retention rate and work with 60% of our industry's top 100 retailers. And, yes, i do believe that our very high customer satisfaction rate is a huge part of why we've been so successful.

It must be so hard to be perfect when others are not.

Rebecca

Nikon D80

08/17/2007 10:25:30 AM · #18

My best tip for a frustrating phone menu is to never press a button. Most of the time, the lack of response will eventually kick you over to a live operator - a feature that's kept in place because there are still people out there who use rotary phones (difficult to imagine though it may be).

Also, I second the suggestion to call a branch office. They'll at least have an idea who you should be calling.

08/17/2007 10:28:24 AM · #19

Originally posted by Spazmo99:

It must be so hard to be perfect when others are not.

I"m sure you work hard to make sure that you do the best you possibly can at your job and take pride in your work.

I do the same.

If you want to rail against people who expect good service from companies, then start your own rant.

glad2badad

Apple iPhone 16 Pro

Lensbaby Sweet 35 Optic

08/17/2007 10:30:52 AM · #20

Originally posted by Rebecca:

...
Also, I second the suggestion to call a branch office. They'll at least have an idea who you should be calling.

Better hurry!

A quote from (this article); "Friedman, Billings, Ramsey Group Inc. said Thursday a continued liquidity crunch for more than three months could send Countrywide into bankruptcy."

08/17/2007 10:31:50 AM · #21

I found a different number through the "Get Human" database, followed the instrcutions and actually got a real person (who was pretty nice actually :). They're taking care of the problem. Imagine that ;)

Message edited by author 2007-08-17 10:39:19.

08/17/2007 10:33:05 AM · #22

Originally posted by LoudDog:

DO you work for contry wide Spaz?

I'd like to thank country wide for destroying my 401K the last few days!

No, I don't.

At least you can take comfort in knowing you have company. Lots of people invested in funds that were part of the sub-prime mortgage market. It's not just Countrywide either, it's the whole mortgage industry headed down. In fact Countrywide, while in decline, is better off than many of its competitors, some of which have totally closed up shop already.

The problem starts with people lying about income, assets, employment, home value etc. trying to borrow money, either to buy a home or to borrow against equity. Some estimates say that as many as 60% of borrowers exaggerated their income by more than 15%. There are cases of unemployed borrowers claiming they made over $200K annually. No one was actually checking much of this stuff either, since the company that approved the loan wasn't going to have to deal with the fallout if the borrower couldn't pay since they immediately would sell the loan.

It was to a large degree, a house of cards just waiting for a breeze to blow the wrong way.

08/17/2007 10:37:28 AM · #23

Originally posted by glad2badad:

Originally posted by Rebecca:
...
Also, I second the suggestion to call a branch office. They'll at least have an idea who you should be calling.

Better hurry!

A quote from (this article); "Friedman, Billings, Ramsey Group Inc. said Thursday a continued liquidity crunch for more than three months could send Countrywide into bankruptcy."

Better hope something good happens. Since CW holds nearly 20% of the mortgages in the US, the fallout of such a bankruptcy would have serious negative effects on the entire US economy.