Complaint Review: EMC Mortgage Corporation - Internet

EMC Mortgage Corp. has been the company reponsible for servicing our mortgage for at about the last three years. During that time, they've proven to be consistently rude and/or unresponsive to customer/homeowner (although I guess technically we are *not* their customers, being homeowners) requests, and have absolutely no human contact information, address or phone number available anywhere.

They claim to reply to all requests within 15 days, however I am here to tell you we have documented proof that at least three of our requests have gone unanswered for more than 10 months--yes, you've read that correctly, nearly a year. And this is with constant--almost biweekly--contact on our part.

Furthermore, if they have an issue they'd like to contact you about, i.e. payment not received, fees, anything to do with collecting money, they do not hesitate to call you exactly on a due date for such a fee or payment. They will not ever leave you a message. They will call you repeatedly until they are able to speak with you in person. Their current (as of 8/27/2009) primary origination number, (800) 723-3004, does not have a caller ID associated with it, and shows up as "unknown". This is the only phone number listed anywhere officially by this company. Their domain registration phone numbers for emcmortgagecorp.com point to a brand monitoring company retained by J.P.Morgan Chase (their new owners). If you attempt to call this number back, you'll get a phone menu with few choices and no human contact or callback option.

Last year we heard about ARM modification, and that it was often possible to request negotiation with your mortgage company over your mortgage. We submitted all of the necessary paperwork via fax, and over the course of three months, constantly begged this company for contact via their online "submit a secure message" link. They failed to reply even once to this paperwork. Finally, out of desperation to get a reply, we simply held onto a payment until it was late in order to get a return phone call from them. The moment they called, did our best to speak to the representative about the paperwork. She simply told us that "no modifications are being processed by our company directly, they are all done through the U.S. Government mortgage modification program" and that we should fill out that paperwork. When we told her that we'd already submitted paperwork for this long ago, she acted (and I do mean "acted"--her lying skills were clearly atrocious) surprised and told us to submit the government paperwork. We did this. No response, not for months. So we've again submitted paperwork for modification according to the new J.P.Morgan-Chase paperwork and now, about a year later, have still failed to receive a reply in writing, online, via phone, via fax, nor any of our contact information.

These are unexaggerated facts and are true to the best of my knowledge. This company's conduct, especially in these times of economic hardship for many, is unacceptable. J.P. Morgan-Chase and EMC Mortgage Corp. are clearly operating solely by defrauding homeowners. They act irresponsibly and irrationally, and should not be allowed to operate within the United States. Mortgage lenders should not use EMC, nor any company that operates like this, under any circumstances. In any other industry, this type of treatment of a customer base--whether or not you actually call it your customer base--is illegal. Surely there is legislation that will allow customers such as ourselves reparation for this horrific treatment.