On September 2nd following a solicitation by said company I contacted the number on their mailer. I spoke with a very nice gentleman, Micah McCarter. He interviewed me for over twenty minutes about my house and financial situation. After taking all of the requested data he mentioned a "software" fee for processing my loan modification paperwork through Bank of America. The fee was $595.00. I was reluctant to pay this fee for two reasons. First, I called this program because I am in financial straits, making a payment like this difficult. Second, I had no guarantee that the payment would in fact result in my receiving a loan modification, substantially reducing my payments.
I expressed my concern to Micah. He insisted that it was an easy process and that based on everything I already told him, I was already approved for the program. The money for the software was necessary to expedite the process. Based on his confidence and promise I agreed to provide my credit card information.
It is now over five months later! I filled out all the documents and faxed them in a timely manner. It turns out there is no software as the whole process required me to fax over an application and supporting documents. Bank of America rejected my application and Micah stopped accepting my calls. After several attempts to reach him, he must have forwarded my case to a manager named Varnell. Varnell spoke to me on the phone for about ten minutes. Said he had to do some figuring and would call me back within the hour.
One week passed. I finally called back and insisted on speaking to Varnell. After a long wait, I got him on the phone. After another long while, we were on hold with Bank of America in an effort to communicate about my loan modification. While on hold, Varnell was discussing my case with Jordan and she advised him to hang up so "he doesn't get eaten alive". He hung up and scheduled a call with Jordan and me for the following day. Jordan never called. A week passed. I called Micah. He promised Jordan would call me at 1:00 that day. At 4:00 I called Micah. I told him Jordan didn't call me back. He got Jordan for me.
Jordan said she had no idea she was supposed to call me. She said she alone is making her appointments now. She also scheduled me for the following Monday with a promise to call and set up a conference with Bank of America. Well, as you guessed it, no call. That lead to 11/9/2010. I called Micah. He informs me that Jordan is no longer with the company and he will find out who is working my case and call me tomorrow morning.
And of course, Micah did not call me back as he said he would. This leads me to a very agitated and disappointed state. I called back and Micah no longer works with the company and Varnell will not return my calls.
I communicated with a customer support rep (Loretta Seneca) who presented me with a contract that states no refunds but has an electronic signature on it. However, the signature is not mine and I never saw the contract before.
I wrote a letter to Loretta and she was short and dismissive. I requested a phone call from anyone who could help me with the phone conference call with Bank of America that I was promised and got no response for a month. At that point I called every extension at HOPE to no avail. I contacted the BBB at this point... They communicated the problem to HOPE. Hope response was to communicate directly with Ms. Loretta Seneca for a resolution. I've called Ms. Seneca dozens of times. She WILL NOT return my call.
This company is a losers bet. They are unethical and uncaring about those who need their services. They will also try to coach you in lying to your lender about your situation. Unethical and illegal I am sure!
see below for the bbb threads.
I still want my $600 back. Consumer's Desired Resolution:
I would like a full refund of my $595.00 or a swift loan modification based on promises made to me by Micah McCarter and employee with the company. BBB Processing 11/30/2010 web BBB Case Received by BBB
11/30/2010 DTD BBB Case Reviewed by BBB
11/30/2010 Otto EMAIL Send Acknowledgement to Consumer
11/30/2010 Otto MAIL Notify Business of Dispute
12/06/2010 WEB BBB RECEIVE BUSINESS RESPONSE : Refund requests will be reviewed for legitimacy prior to approval. Any and all are processed through Loretta Seneca who may be reached at 561-939-7722 begin_of_the_skype_highlighting 561-939-7722 end_of_the_skype_highlighting and ask for her directly by name or she may also be reached by her extension which is 561-939-7721 begin_of_the_skype_highlighting 561-939-7721 end_of_the_skype_highlighting ext 225.
12/07/2010 DTD EMAIL Forward Business response to Consumer
12/08/2010 WEB BBB BBB REVIEWS CONSUMER REBUTTAL TO BUSINESS RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this unless I am refunded or properly handled by the company resulting in a loan modification.
12/09/2010 DTD MAIL Forward Consumer Rebuttal to Business
12/13/2010 WEB BBB RECEIVED BUSINESS' REBUTTAL RESPONSE : Do Not leave a Message, Loretta is in the office from 8:30 am until 6pm everyday. Ask to speak to her directly or else to the Floor Manager Vernell Burris. They will resolve the issue.
12/14/2010 DTD EMAIL Send Business' Rebuttal Response to Consumer
12/17/2010 WEB BBB CONSUMER REJECTS BUSINESS' FINAL OFFER : (The consumer indicated he/she DID NOT accept the response from the business.)
I called Loretta as requested above to "resolve" the issue. I left a message after trying to get a hold of Loreeta several times. Her mailbox says I will get a call back within 24 -48 hours. It has been over 48 hours and she never returned my call!
12/20/2010 DTD BBB Bureau Judged Case AJR
12/20/2010 Otto EMAIL Inform Consumer - Case ADMINISTRATIVELY CLOSED
12/20/2010 Otto MAIL Inform Business - Case ADMINISTRATIVELY CLOSED
12/20/2010 Otto BBB Case ADMINISTRATIVELY CLOSED
12/21/2010 DTD BBB MORE INFO RECEIVED FROM THE CONSUMER : They said to call them to resolve the matter but they won't accept or return my calls. How is that satisfactory? They've done nothing to resolve this! Please clarify.
Thanks,
Jeff
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