My Published Articles for ViewsHound: My Mortgage Problem Solved By Talking to a Supervisor

Thursday, June 26, 2014

My Mortgage Problem Solved By Talking to a Supervisor

Last May, after 11 years with Citi-Mortgage as my mortgage lender, I received a letter that my new lender and servicing agent to my home mortgage is now Greentree (GTS). I was told I will receive a letter from GTS. In the meantime, since I am paying my mortgage via automatic deduction from my Bank Of America (BA) account, I had to remove Citi-mortgage and changed it to Greentree Servicing by the end of the month.

Three weeks ago, I received a call from my new mortgage lender, Greentree Servicing that I was 10 days overdue on my payment and charging me interest. I was shocked and surprised because my payment are all set for automatic payment via Bill Pay in my Bank of America account (BA). Moreover, the day before, I checked on line my B of A statement and two payments were deducted from my account on May 30 and June 2, 2014 actually a double pay(a 13th month payment)and addressed to GTS.

I immediately call the 800 number of Greentree. After 3 minutes of recorded messages, I was able to talk to a live person. I explained my problem and a representative of GTS suggested I talk to BA, so they can send the documentation that they have sent the two auto payments to GTS on my account.

I went to our local B of A branch. After waiting for 30 minutes, I was informed they can not help me but give me the 800 number of the B of A on-line services. I called the 800 number and after two wrong extensions, I was finally able to talk to a live person in the name of Jonathan. Jonathan was very helpful. He said he will faxed the required documents of my two payments to GTS and in 5 to 8 working days, I should checked GTS.

In the meantime, I have received two auto calls and a letter from GTS that I am overdue and should settle my account. After 8 days, I called GTS and they said they have not received the fax from BA. I got the fax number of GTS.

I was upset so I called BA ( Bill Pay) again and I talked to a representative named Ita. She was helpful and while I was waiting in the phone she fax the document that I have paid and I did not hang up the phone, until she received confirmation that the fax went through. She said to wait for another 5 to 8 working days and call GTS. I learned from Ita that my payment was credited to a wrong account number instead of my new account number. I requested for the account number where my payments were sent.

After 8 working days ( this was already mid June), I called GTS. My account is still overdue and interest added. GTS had not received the two faxes. I got so upset and angry I demanded to talk to a Supervisor.

I talked to Jessica Smith. She understood the problem and asked me If I know the account number where my payment was sent. Luckily I had this information from BA. She said since this account is an active account, she will write a memo requesting that the two payments of May 30 and June 6 be credited to my account without waiting for another fax #3 from B of A and the overdue interest removed from my account. She said wait for 4 working days and checked GTS.

Yesterday was the 4 working days after I talked to Jessica. I called GTS 800 number and low and behold my account is now in order and I am one month ahead of my payments.( my May 30 and June 6 double pay accounted for). The computer says, My next payment is due August 6. Since I have another payment set automatically for July 1, I am one month ahead and hopefully will never hear again from GTS that my account is again overdue.

I called Jessica's direct number, but she is out of the Office. So I left a message thanking her. Lessons learned from this experience. Talk to a Supervisor. The person answering the 800 number has no authority to solve minor problems. They may be able to direct you to talk to the right department, but otherwise they are useless. The information they can give you is the same one that is in the company's computer. Only a supervisor can do some action as what Jessica did in my case. Again thank you Jessica for a job well done.

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Guest Article from Susan Creamer Joy

In The Silence, by Susan Creamer Joy.

Today's guest article is from Susan Creamer Joy. Susan is one of my favorite authors in the ViewsHound community. Susan writes, draws, paints and cobbles together art from found objects making a variety of creations from jewelry to religious shrines. She frequently sports burns on her fingers from her soldering iron, paint on her palms and ink under her fingernails, but her hair is usually combed. When she is not losing time in the creative vortex of her studio, she is likely to be putting her knowledge of metaphysics and esoteric principles including Tarot, numerology, astrology and graphology to good use in consultations. Her children are grown, her husband still works and her four dogs believe she needs serious help. The title of her article is "A Matter Of Love And Death". Thank you Susan.

By the time they reached my bedroom door, I was already sitting up – my stomach ratcheted in the tense grip of an unnamed anxiety; my pillow, unburdened of my drowsy head.

To this day I cannot explain how I heard them coming up those stairs in their bare feet or how I knew that my father struggled to hold his composure as my mother unnaturally clutched at the folds of her dressing gown and followed him through the dark just a little too closely.

As the wooden groan of those old stairs tore into my bones that morning like a hacksaw, all I could see between the predawn shadows was the letter I’d written just hours earlier to my boyfriend, Chris, propped against the lamp on my desk across the room awaiting an envelope.

I had not slept well. It was late November and there had been so many changes since the middle of August when he left for the Air Force in Texas to begin basic training and I began my third new school in as many years.

The conspiracy between fate and the last surge of the Vietnam draft had broken apart the every-waking-minutes of our two-year union with unceremonious indifference. All that night my sleep had been infested by difficult dreams and by the illogical fear that truth and reality were merging into a darkness only a martyr could grasp; and at sixteen, martyrdom seemed reasonable only for the nuns among the poor in Bangladesh

I tried to remind myself that he would be home on leave for Thanksgiving in another few days. It was the only tether to calm I could find, but reviewing the facts offered little relief from my baseless fears.

Chris had been girding his pacifist sensibilities preparing to fight in an unpopular war that had not yet slaughtered its last innocent. I was hovering just over the line of inclusion at an exclusive girl’s school – missing him – and finding myself at odds with these young women and their attachment to propriety and with the prep-school veneer that blinded them to the fact that they were no better than anyone else.

Neither one of us was coping well with the worlds into which we were respectively summoned, and although we both knew that the best hope for any future together depended upon our individual successes apart, it was far from comforting most days.

But in spite of our discomfort, we each did our best; and, of course, there were the letters: Thin, plain-paper sheets with row after row after row of inky blue words penned with the intensity and awkward locutions of a love learned too soon. It had come down to just that little, but without them, I would have had nothing.

Chris was learning to fly. I was learning to drive, and both of us were aching to transport our souls to an earlier time through the hallowed intercourse of memories and dreams. Of course, as with all progress, there was the positive element: We were both clean and drug-free for the first time in years.

Now, without pretense, both healthy cognition and sincere motivation surfaced regularly in my psychology and prompted me to care about myself and to arbitrate against all temptation for a better standing in the world, in school and in my own eyes. I even did my homework.

No longer was I escaping today but, instead, living for my day of escape. Lying still in the dark of my room, I listened to the slow, padded footfall of my parents approaching and looked to the floor and to my history book half hidden beneath the nightstand where I’d tossed it the night before. Even in this early morning dark I could make out the swirls and stars in colored marker and the bubble-formed letters that spelled C H R I S in soft, juvenile curves on the torn book cover I’d fashioned out of a brown paper grocery bag.

I vaguely remembered throwing it there somewhat hastily. I had been doing my homework when a sense of urgency struck and I realized I had not written him as I promised I would and glancing at the clock, I noted it was nine-twenty-three. Why that mattered I had no way of knowing in that strange moment, but within hours, it would be one I would never forget; and although I was becoming drowsy and still needed to finish my work, I felt beyond reason that my letter to him could not wait.

So, I wrote. I would always write. I would always be there. He would always be there.“Suzi."It was my name spoken in the smooth and familiar voice of my mother, although weighted and slow, her head bowed to her chest almost as though she were speaking only to herself.

"Suzi.” She said it again, this time with sharp gravity, like a chisel against stone.

As if on cue, I leaned forward, flanked now by my parents who were sitting on either side of my bed.

I had been waiting for them. I don’t know how. I didn’t know why. The lights in my room remained off, but it seemed that the darkness clung more to them than to me, as though they were holding it there – away from me to give me enough light to see through the next moment. They were crying. My father was crying. My father. “Suzi. We have something very, very bad to tell you." Chris has been in a car accident." And he was killed."

If the world moved forward from that moment, I could not know it. f there were air around me worth breathing, I could not take it in. And if there were another sound beyond the leaden bellow of my own raw grief, I could not hear it.

"Who am I going to talk to? Who am I going to love?” I wailed. Who will love me? In that sodden moment violated by the intrusion of a predawn light that had no business rising, everything I ever believed about happiness, hoped for in life, trusted in or held as my own was annihilated.

After that – there was no after that. After that came months of hollow redundancies that would inform my way of being in the world for years to come. A serial commitment to waking up each morning, remembering he was gone and dedicating the remaining hours to forgetting. To that end I would try anything, drink anything, ingest anything, inject anything. It was a slow and arbitrary suicide by indifference.

Many years later, at 25 years-old and in the midst of a pharmaceutical free-fall leaning dangerously close to terminal, I discovered that I was expecting a child, and after a decade of forgetting, I remembered. I named him Griffin after the legendary winged lion, a symbol of the divine because what he inspired and the miracle that he was, were nothing less. I remembered and I loved again, and I went on to marry and to the gift of two beautiful daughters.

Today my son is struggling not to drown in the same well of drug abuse and apathy that almost swallowed me – his great, divine wings clipped by his own hand; and while it is up to him to restore his place in the sky, I will do my best to help provide an open runway.

In the meantime, I will continue soaring for both of us; bequeathed as I have been, with a determination to fly from a boy whose ragged fate precluded that dream.

Death took one young man from me once upon a dark time. If it has any intention of coming for this one, it will have to go through me. And trust me, it will be in for one hell of a fight.

Note: If you enjoy this article, please let me know.

Thursday, June 26, 2014

My Mortgage Problem Solved By Talking to a Supervisor

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