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Review 7/16/2009
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This is a chronological history of our experience with North American Relief LLC.
Names have been changed somewhat for privacy reasons.
Started process with a Ms. Joanie M on April 22, 2009. Several conversations were held with Joanie and as well, a great deal of personal information was sent to her to determine if we had a “case”. We never heard back from Joanie. When we inquired about our “case”, we were referred to someone new, Ms. Rachel N.
Ms. Rachel N. who started our working our case, had all of the required information given to her on May 5, 2009. We gave her all the documentation and then she turned it over to Ms. Kim F, who then requested the same documentation again! – had everything to her within 3 hours. Remarked that she wished all her clients worked as efficiently.
We paid $2995 upfront (how many companies ask you to pay in full before you get anything? We sent an Email to Kim asking her for confirmation that she had received the money. This was on Thursday afternoon before Memorial Day. NO RESPONSE back. We called her 3 times within the next 10 days. She finally confirmed that she had received the money on May 28, and turned to case over to Mr. Ryan M.
Ms. Rachel N. stated previously that June 1st was the first day of a new program that would allow for more loan modifications and that we needed to be “ready”. We had sent her everything she requested as well as the money. June 1 came and went with no communications about whether or not our case had been submitted. After another week went by, with no information we placed a call to Mr. Ryan M who answered phone and said he knew the name. AGAIN, He began asking how much money we made, the amount of the mortgage, etc. When I said he had that information and I didn’t know it off the top of my head, he said he would pull the record and call me back. No call back.
We called back on June 11 and we spoke first a Supervisor who said she couldn’t find the record in the computer but she will find the record and call back in 5 minutes (she promised!!); that call was placed at 12:15 pm (EDT) – by 7:00 PM (EDT) – no return call. We then called back left a message for Alyssa another supervisor.
Another day or two went by and we called at 3:30 (EDT) and spoke with Ryan who was very flippant and said he had nothing to tell us but they probably would only help us for maybe 2 months – we made too much money and the hardship letter would be need to be changed. Gave us his direct number but did not really tell us what they are doing to try and help us. When we called his direct number, we got the message that “this number does not accept inbound calls”. What made this even worse was the fact that Joanie told us that we could get a rate as low as 3 or 4 %. When the case went over to Rachel, the story changed to “…well you’ll probably get about a 5% conventional loan for 30 years and then Ryan tells us that we’ll most likely get a couple of months worth of help!? In other words, the story changed with each person we talked to.
We called Ryan once a week for status (he didn’t call us) and he said he didn’t have any and that he’d call us. On July 14, more than 8 weeks after we started this process, we called Ryan and he said that he “didn’t have any status on it since July 2 and that it was still pending; I’ll check on it and call you back.” We asked him when – tomorrow? “No, but maybe the next day”. On July 16, at the end of the day, we called him again. This time we left him a message stating that, in no uncertain terms we needed a call from him or we were going to open a complaint with the Better Business Bureau. Guess what? We heard from Ryan within 10 mins.! Now, again for about the 4th time, we were requested to submit information (pay check stubs, etc.) because the information was old. Ryan stated that our case has been submitted and that now we would hear from him a lot! We’ll see….(To be continued…). I am still considering lodging a formal complaint and will give them only a little more time to change my opinion of them.
IMHO
1. They need to assign a case manager to oversee the process
2. They need to communicate better - call the customer!
3. Be consistent in what they tell people
4. Ask for 1/2 the money upfront and the remainder once they get results
*** UPDATED 8/3 **** Continued
They called us 2 days after we issued the complaint, but didn't reference the complaint. What did they do? Asked us for a clarification of one of our paycheck stubs. OK. Then, they called back 4 days later to ask us for our most recent paycheck stubs...we just sent those to you 2 weeks ago!? The response was "Oh, yeah, that's right. Never mind. I'll call you if I have any further status". Huh?? No response yet to the complaint - they have another week to response (within the BBB 2-week window).
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