You @$$holes


My mortgage company just changed servicing companies. I signed my paperwork to have my direct deposit transferred over and everything, on time, when I was supposed to. My mortgage payment is supposed to hit my account around the 9th of the month.

11/12… nothing

11/13… nope

11/14… Called the new servicing company. They assured me they had received my paperwork and that with the changeover, payments were being drafted a little later this month. Suggested I call back tomorrow.

11/15… Still nothing. Called again. As I was on the phone with this young woman , somewhere in the central time zone, she announced that my payment had just been posted.

But wait…

“Oh, I see the bank has returned the payment for insufficient funds.”
“Ummmm… No. I am looking at my account balance right now. The money is there and has been there.”
“I’m sorry about that ma’am. Let me take a look for you. May I put you on hold?”
“Okay. I’m going to put in a request to re-draft the payment.”
“Could I verify your bank account number and routing number?”
“~bankaccoutnumber~, ~WRONGroutingnumber~”
“No. That’s not correct. Let me give you the correct routing number please.”
“Oh no ma’am, I’m sorry you have to provide a written request to do that.”

Sooooo… Faxed in the request.

11/17… Online banking shows TWO drafts for $946. My account is now overdrawn by $631.49

Called servicing company.

“Ummm… Could you please tell me why you drafted my account twice?”
“I’m sorry ma’am. Let me help you with that.”
“It looks like there was a draft on 11/14 that was returned for insufficient funds and then another draft today that you authorized the last time you spoke with a customer service representative. One of the charges should drop off before they actually post tonight.”

(for the sake of some brevity, I’m paraphrasing a LOT now)

“Are you absolutely positive?”
“Yes ma’am. I’ve checked with a supervisor and one of the charges should drop off your account tonight.”
“And if it doesn’t?”
“You can just call us tomorrow and we can resolve the matter then.”

11/18… Both payments posted.

Called servicing company.


ok… That’s what I wanted to say. What I said instead was something like,

“Excuse me, I was assured yesterday that the second draft to my checking account would fall off and not actually post to my account. Yet there it is.”
“I’m sorry about that ma’am. Let me take a look for you. May I put you on hold?”
“I’m sorry for the inconvenience ma’am. I spoke to my supervisor, it looks like we’ve received both November and December payments. So you do not have a payment due until January 9th.”
“I did not authorize a December payment. I can not afford to pay two mortgage payments in one month. You have just sucked up my electric and fuel bill payments and left my account massively overdrawn.”
“I’m sorry about that ma’am. Let me take a look for you. May I put you on hold?”
“Ok, well I spoke to my supervisor and you have two options at this point. You may send us a written request for a refund of the last payment. It will take about 7 days to process.”
“WHAT???? ARE YOU JOKING? What is my other option?”
“You can apply this to your December payment.”
Fuck. You. That is not an option. That is a financial catastrophe in my house. Either way.”
“I’m sorry for the inconvenience ma’am.”
“I will fax you a request to refund the payment. I am expecting you to pay any late fees or overdraft fees I may incur as a result of your massive fuck-up mistake.”
“Yes ma’am, you may request that.”

Called bank. Spoke to the lovely and extremely helpful Melissa who patiently sat through my lunatic-worthy rants and then said,

“Why don’t we just return the second draft. It will be insufficient funds anyway and you won’t have to wait for a refund. Then you can have them refund the $37 returned item fee.”
“Oh. Okay. That sounds much better.”
“I’ll let you know when the fee posts and write something up stating you were charged the fee because they drafted your account twice. You can send them that and they should refund the fee.”

11/19… Returned payment and $37 fee leaves my account with a 277.51 balance.

11/20… Servicing company calls me to let me know they are processing my refund. I advised them that my bank had already returned the payment and this would no longer be necessary. I advised them that I would be faxing a statement from the bank and I expected any fees incurred to be refunded immediately.

“Yes ma’am, I’m sorry for the inconvenience.”

11/21… Online banking shows A THIRD draft for $946. My account is now overdrawn by $668.49

Called servicing company.


Ok… I am aware that these motherfuckers are holding the deed to my house. So what I actually said was…

“Could you please help me figure out what is going on? I do not even know what is happening now.”

Apparently the customer service rep couldn’t figure it out either.

“I’m sorry for the inconvenience ma’am. Is there anything else I can help you with today?”
“Can you pay my electric bill?”

~awkward silence~

So I sent this fax… To the servicing company. To my bank. AND to VHFA, who is the actual lender.

Please help me resolve this matter regarding the multiple payments that have been drafted from my checking account. There were two drafts on 11/18/13 leaving my account overdrawn by $631.49. I was assured that one of the payments would drop off before it permanently posted to my account. It did not. On 11/19, I spoke with your customer service again and was told that since the payment had posted, I had the option of either applying it to my December payment or requesting a refund which would take up to 7 days. We live paycheck to paycheck. Neither option would be anything less than a major setback to our already fragile financial stability. Since I seemed not to have any other option, I sent a fax on 11/19 requesting a refund for the second payment. Then, after speaking with my bank, we agreed that they should return ONE of the charges for insufficient funds, charging a $37 overdraft fee which I expected you to reimburse. That would have left my loan paid current through November with my regular payment to be drafted for December on 12/9/13. I received a phone call from customer service yesterday afternoon regarding the situation. I advised her that I will not be pursuing a refund since my bank had returned the payment. I stated that I would be sending proof of the overdraft incurred as a result of your mistake and I expected to be reimbursed. Upon checking my account this morning (11/21/13) in order to provide a screen shot to prove the overdraft fee had been applied, I found that yet another draft for $946 had been posted to my account. This is leaving my checking account overdrawn by $668.49 since there is also the $37 fee. I have bills that need to be paid. My electric bill is due tomorrow. My fuel bill is already past due. At this point I do not have any idea whatsoever what to do to resolve this so I can go about taking care of my household. I have never paid my mortgage late. Not once. It makes me extremely nervous that you hold the deed to the home I live in when you can’t seem to process a monthly payment correctly. The second page of this fax is a screen print from my online banking showing two drafts for $946 from my account on 11/18/13, even though I was repeatedly assured that this would not happen. Then the returned payment and fee from my bank and the THIRD pending draft for $946 that hit my account today. I am completely confused and highly irritated.

Thank you

Mrs. Newlife


11/22… Third payment has posted. I am now beyond pissed. And extremely worried, because at this point, even if and when they straighten this out, I have no idea where I stand and what bills I will be able to pay. I had to shell out almost $400 for glasses for Princess Punk and myself today. And Thanksgiving is in 6 days. And Christmas is in a month. And while I had everything carefully budgeted and planned out, I have no fucking idea what to do now.

I received a call from the servicing company on my way home today.

“We just wanted to let you know, that we are researching this matter and we will get back to you as soon as we have more information.”
“Any idea when that might be?”
“No ma’am, I’m sorry, hopefully the beginning of next week.”
Fuck. You. Ok. Fine. Thank you.”
“Yes ma’am. We’re sorry for the inconvenience.”

Because shit isn’t stressful enough right now.

I bought a MegaMillions ticket today. I figure the karma bus has to turn around at some point instead of repeatedly running me over…



2 Comments (+add yours?)

  1. ninjasinstitches
    Nov 22, 2013 @ 21:53:36

    ……. Wow… Oddly enough.. I got two withdrawals taken out for our mortgage this month as well.. I hope your situation a: doesn’t get messed up even further and b: they make it up to you big time…


    • newlifeinvermont
      Nov 23, 2013 @ 08:14:33

      I swear I feel like they should give me a discount on next month or something. But it’s not like the cell phone where I can just choose another provider… I’m pretty much stuck with them and their incompetence.


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