Cancelling PMI with Countrywide: It’s like a Broken Record… A Broken Freakin’ Record…

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    Broken Countrywide RecordI think I’ve made a breakthrough when it comes to dealing with Countrywide’s Customer Service Department!!!

    If you want to be acknowledged, you *need* to ask twice. Yes, twice.

    That said, they still probably won’t answer your question.

    It’s kinda funny, in an infuriating sort of way, because they actually responded to my original inquiry from August 30 — but only after I sent it a second time, well, yesterday.

    To me, that means that they were just sitting on it hoping my problem would just go away.

    What’s up with that? Last time I checked, that’s not customer service.

    To recap quickly (there’s a lot of back story to this whole saga that you can find here, if you’re interested), here’s what I submitted:

    Hello, I’ve called customer service twice and spoken to three people this week, all of which have been unable to answer my questions:

    1. Does Countrywide acknowledge the Homeowners Protection Act in regards to the automatic cancellation of PMI?

    2. At what point will the PMI on my account be automatically cancelled? I’d like a specific date please.

    Please answer these two questions for me.

    Pretty simple, right? Two questions.

    Just looking for a yes or no and a date. That’s it.

    I’m not asking “why” or anything that requires a long drawn out response.

    This is how they responded:

    Dear Brainy Smurf

    Thank you for your recent Internet inquiry addressed to the Customer Service Department.

    Please be advised that on August 27, 2008. A request to have the PMI requirements reviewed was submitted to our Mortgage Insurance Deletion Department. Once the research is completed a letter will be mailed to you advising of the outcome. This may take up to ten business days.

    Thank you for communicating with us electronically; we appreciate the opportunity to be of assistance.

    No way! Are you kidding me?

    They’re going to send me another one of those letters that I’ve already got 4, maybe 5, copies of already. I’m thrilled. I mean, that’s exactly what I asked for, right? A letter. A letter asking me to send them $130.

    No, wait a minute… That isn’t what I asked for…

    A letter asking me to send Countrywide $130 doesn’t answer either of my questions.

    In fact, it doesn’t relate to the automatic cancellation of PMI or the Homeowners Protection Act at all.

    So basically, 5 letters, 10 back-and-forth customer service submissions, and a few phone calls later, I’m pretty much in the same place that I was back on July 15.

    That is, of course, if you omit the fact that I’ve been robbed of $85.15 for the past 3 months too…

    Thanks Countrywide, you know, for giving me the runaround for the past 60 days…


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