Countrywide Big Lender Small Heart

Miriam was diagnosed with breast cancer. She fell behind on her mortgage by two (2) months because she was unable to work and had to receive cancer treatments. She called Countrywide to notify them of her situation. She went on to explain that due to the circumstances her husband was the only one bringing in a paycheck and it was not enough to cover the mortgage. She wanted to work something out with Countrywide to help her get back on track and avoid a foreclosure.

The customer service representative was extremely agitated that she was unable to bring her payments current. Miriam requested that customer service provide her some more time so her husband could borrow some money and make at least one mortgage payment to avoid falling behind any further. The representative suggested that he get a second job. Miriam explained to customer service how he was unable to do so because he already was working long hours and working overtime to bring in extra money. At that point, the customer service representative suggested that Miriam rent one of the rooms in her house to make up for the difference in the mortgage.

Miriam and Daniel were devastated. Miriam, already mentally and physically weak, broke down and cried out of frustration and anger that Countrywide would be so insensitive to her illness and her situation. On a positive note: Say No To The Bank, managed to negotiate a successful loan modification plan with Countrywide for Miriam and Daniel and actually had a positive experience with the representative assigned to their file. Why Countrywide was so willing to work out a plan with a third party and not the homeowner direct says a lot about their sensitivity towards their customers.

So for the lack of sensitivity this customer service representative showed towards Miriam and Daniel we induct them into our LENDER HALL OF SHAME.

About the Authors:

Mia Lutz & Luz De La Cruz of Say No To The Bank, are avidly seeking the attention of the Lenders to make them aware of their internal conflicts and ways to come together to solve this housing crisis.