IBM Lender Business Process services / Customer Service a Joke/Insurance Fee Scam
Ever since Chase sold my mortgage loan account to IBM Lender Business Process Services, Inc. (IBM LBPS) in July 2010, I am having to spend countless hours on the phone to straighten out their screw ups of my mortgage account. IBM LBPS customer service is practicing unduly harassment at best and at worst committing consumer fraud, by mistreating and forcing me to repeatedly give irrelevant personal data and listen to lengthy propaganda (recorded and then by the live agent)of how "great" LBPS is as a company
and what it does and does not do as a "debt" collector before even asking for the nature of my call. All received official document concerning the transfer of my account and changes they made have been to my account have been sent to me approximately two(2) weeks after the date that they told me over the phone that their "system" shows as "mailed out" and the date on the letter itself. Several times I received the supposedly "mailed" documents after contacting them about the issue (like their notice
informing me of a more than $200 increase in my monthly payment starting in November).
My latest issue with IBM LBPS, they increased my monthly mortgage payment to more than $200 per month for "homeowners' insurance" starting in November 2010, three months after they take over my account from Chase after almost 5 years. This is supposedly because the insurance documentation provided from my condominiums association, on two separate requests, is not acceptable to LBPS--- the same one provided to and accepted by Chase for the past 5 years without any issue. When asked why something worked for Chase on the same loan for 5 years, now all the sudden won't work for IBM LBPS, I was told by "upper
management" group, Mirium (sp?) Medina, that maybe Chase didn't send them all the documents during the "taking over" of my loan and that I need to send them another copy of "insurance proof" of my dwelling and that I am responsible for the homeowner's insurance fee that IBM LBPS "took out on my behalf" and charged to my monthly payment amount without my consent or any advance notice to me.
In addition, I received a harassing call from IBM LBPS this morning (11/22/10) at work (the same number I asked them to not to call the last time they called looking for the September payment on September 7) wanting to know why I have not sent them the November payment---the same one that my bank has records showing the check was cleared on 11/09/2010. A response I got from the caller when I told her I am looking at my on-line bank statement that states that my on-line bill payment to LBPS was sent out 11/1/2010 and the check cleared my bank by IBM LBPS on 11/09/2010, "Oh, let me check to see what's going here." How about get your act together first before wasting your customer's time and patience, especially, one that has never been late with her payments for years?