GreenPoint Mortgage Service ( and illegal business practices

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a verified customer
Verified customer

I have had in the last two years a mortgage loan with GreenPoint Mortgage ( - loan # [protected]. In at least two occasions, because of traveling, I have used the "grace period" of 15 days to mail my check. When this happened, GreenPoint Mortgage started sending 2 automatic phone messages a day (8 AM and 5 PM) on my cell phone with a request to call back. In at least two occasions, I called back and explained that 1) I do not want calls on my cell phone (when I travel abroad these calls may occur in the middle of the night!); 2) if I used the "grace period" for payment, it is my right to do so and I should not be bothered; 3) if my payment is late (never happened!) I will pay the late fee and - again - I do not want to be bothered.

The GreenPoint Mortgage representatives on the phone were uncooperative, arrogant, condescending, unprofessional, and unwilling to discuss my legitimate complaints. The calls to my cell phone continued until the check was received by them (during the grace period).

I have interacted with more than a dozen mortgage companies in the last 25 years in relation to the purchase of more than 10 homes and I have never seen this type of unprofessional, and I believe illegal, behavior. I am reporting these facts to several web sites dedicated to customer complaints and I am informing all the agents I know that GreenPoint Mortgage is NOT a company that they should recommend and use.


  • Sm
    Smallest Violin Jun 27, 2009

    This is in repsonse to Pam's comments above:

    First and second of all, don't come in here thinking for one second that you can insult our intelligence and blow that bs in our face! You and every other Mortgage company collector "and I do not need to give names; cause we know who you are, give one iotta of care for the consumer! You want to know one of the very reasons why there are so many complaints about people like you? I'll give you just one!

    You may here some real anger in my voice that is becuase of your foolish and pathetic attempt to explain your actions only PISSED ME OFF to the hilt! And the only real reason your in this industry Pam is becuase you knew you would get yours regardless of all of those criminal sub prime defaults that have F_ _ _ _ ed up this countries economy. So start with being honest here; you have collected on some of those said "criminal sub-prime loans" haven't you?

    My story-
    I have a First with CityBank who in the end only showed any respect when they got "OUR" bailout money! I had to file a BK just over 2 years now because of a failing retaurant btw; in which I ended up having to use my own money to start $124k (total cash lost 280k). Now, in a mis-understanding with my lawyer I quit making payments on our home during the file period. This obviously caused a huge problem and I ended up in the tank for 18k. Since we had no intention of defaulting and loosing our home we worked out a forebearence agreement with City. Here's where Pam's viewpoint on "Collectors" crash and burns (btw - Pam you may be part of a .01% too the exception, so I will give you that credit here).

    After being treated like some "Johnny lunchbucket off the street" by the collection dept. with no regard to my reasoning for the default - And I was very Professional and very apethtic to say the least; City used the "Immediate Foreclouser" scare tactic to get me into the highest payment they could get outta of me to "stop" the process. 3700.00 per month for 6 months, blah - blah you know the rest of how that works. I couldn't manage that amount after few months and only sent what I could, sometimes only 2500.00 per month. Well as you know when you default on a forebearence it voids the agreement and your back to square one!

    So we workout another agreement only this time Im working with a real "professional" colletions person out of the BK department, and this guy was awesome! Never once did he harrass me, or talk down to me or ever bring up the past. He asked "me" what could I afford to pay- I asked him (in crinched whencing face) three thousand per month? He said "ok I will see if I can write this up and have mailed to you for signature and down payment". If I can make these payments for 6 months with out being late, this will show good intention and I can get you back on your regular payments 2400 per month and mod you loan so that your mortgage will be back on a normal pace. Never once did I miss, never once did I come up short although I continued to get "harrassing" letters in the mail, I made those payments; 7 months to be exact and still hadn't heard from him or Cityby that time because they were getting paid!

    I called and called left message after message and the only thing i got from him was a VM stating "Im no longer handling your file, it has been a pleasure to work with you but at this time someone else will be handling your file and will be in-touch"! Lets us move ahead 2 months later. Now I continued making regular 2400.00 payments because we are supposed to be on a normal mtg payment. Finally one day at work I get the most disturbing call of all time- You all ready for this? This guy calls from City stating his name and the first flippent question from his pie hole( im getting steamed from thinking about it) is, "We want to know what your intention is Mr. "my last name"? I said "Excuse me?, I dont' understand why you are asking me this question". He stated that I was seriously delinquent on my mortgage and that if I didn't come up with over 11k that they are forclousing on my house!

    Needless to say I became hot real quick - Ah maybe because he was the upmost cockyiest a-hole I have ever spoke with over the phone. Pam?, are you starting to see the forrest for the trees yet? Well it gets even better! All of a sudden now he's oblivious to what I have just been through over the last year or so and doesn't need to know apparently! So I asked this guy do you even have a clue of what has been going on with my situation? He said yes, I understand that you haven't been making any payments to get caught up on you mortgage! And I asked him what did I just spent 7 months paying 3k per month for? He said that was never going to bring you current.

    Now this guy was either new to City or was seriously out of line to whole process - he wasn't new and had not read my file before calling me. Well a pissing match had ensued and our conversation was going no where fast; in fact, he actually told me " to start packing becuase they are forclousing on my house"! At this point I decided to ask for the Manager to which he stated isn't available and that he is the only one that I need to talk to and that would be handling my file and had all authority. Oh really? I simple stated to him "I will only deal with your manager and don't you ever contact me again"! (Hung up on that a-- hole right there).

    Finally after about two weeks and a few left messages for his manager, the manager called and woke me on a Saturday morning. At first his manger was a little cocky too, but I noticed he would allow me to state my case when I prompted to be heard. Well, apparently the message was heard loud and clear and the manger read my file after putting me on hold for about 10 minutes; to my agreement. He came back and I could hear the apathy in his voice. Stating that after reading the file the collection person was out of line and oblivious to my efforts and that he wouldn't be calling me again and I fully agreed. The manager also stated that if I sent him copies of the previous foreberence agreement that he would take up the file and make sure that we would be put back into our original mortgage plan.

    As requested I faxed all the documents over to him! To this day I have never heard from that manager and he Never returned any of my calls - So let the games begin was my thought! I decided to stop making payments on the mortgage forcing their hand. After 6 months of no payments I get a letter in the mail stating that City wanted to re-modify my loan to included lower interest, lower principal and new terms. Upon my follow up to the letter I realized I was working with a department completely seperate from collections all-together. The women on the other end was an absolute gem and she didn't tonque lash me for the past and actually didn't know anything about it other than " I was chosen out of 35oo customers who qualified for the re-mod".

    Was this one of those to good to be true stories? Here is the modification offerring - 1. Interest Only for 6 years @ 4.25% and then 40 yr fix @ 4.25%, + Principal brought down to current market value = 480k to 233k (write off covered by Bailout!) 2. Principal + Interest fixed for 40 yrs. reduction of Principal (write off covered by bailout) = Tax payer!

    Here's the crux of it all and why I felt like Pam's attempt for us to feel so sorry for her and her colleques urks me to the core and you as well!

    After it was all said and done, and btw I accepted #1 option; I got my home loan modified to better terms but at the expense of the Taxpayers including me. And btw guess who got their money on the original loan off the bailout? CityBank! And guess who will get paid on the new terms of the loan when its paid off or sold -You got it, CityBank! Please don't think for one moment you; the taxpayer, will ever see your monies given back from the government! So my friends does Pam deserve your cosideration and respect? Does Pam and the likes of the collection industry deserve respect? You can't be serious with your bs story as I stated above. "We are so ungrateful"? You ditz! We are being financially raped over and over again by this government in taxes and bailouts that people like you in this industry helped to propigate!...

    In short Pam "We all are crying rivers of Tears for You and Yours" so before you try to sell your BS to honest hard-working real Americans, think about us on the other side of the table. I'm not saying that everyone played by the rules on our side either, but dont act like you and the industry you work in didn't know whats up becuase we knew then and we know now who was doing what!

    --My wife was then and still is a licensed Mortgage Loan Officer, and yes, is probably one of a very few that we knew what was going on and chose to "Not" participate in un-scupulous loan practices. We sleep very well at night thank you!

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  • Pa
    Pam Feb 23, 2009

    On behalf of all who work for mortgage companies in collection. It is time that you all here from people who work in these industries and who are doing a job, just like all the complainer. When these calls are being made to your home concerning your payment. Is because you are due on the 1st, Yes the 1st of the month and not the 15th. I grace period is use only when it is necessary, not every month. I remember in the old days bill collector use to go door to door and collected. In today's time they wouldn't be able do that, because people are spoiled and expect people to except that they can pay their bill whever they choose to, and not when it is due. People will probably be killed over trying to collected a debt. Where are our morals? What are we teaching our children? That it doesn't matter that we sign a contract that said we are obligated to pay on or before our due date of the first.

    Furthermore, about being rude and unprofessional, you get what you give!!! It is hard being a collector these days because people don't want to be reminded of their contractual obligation. When you call a customer most of the time they are rude to you as well!!! Their comment are "What do you want..., It not even due yet...(but it was due on the 1st and here it is the 13th), I have until the 15th...Don't f------ call me anymore". Now we are human just like you and if you are being rude and cursing people out, how due you expected to be treated. We are professional but we are human first, and it is very hurtful when you are trying to due your job to feed your family, but peopl are rude and unconsiderate of the job you have to do. God Bless this country.

    Our kid are in trouble if we can't respect people enough to understand their jobs, and to talk to them with some respect. After all this Mortgage company did provide you with the loan, and a home to stay in. We are so ungrateful.

    0 Votes
  • Je
    jennorth Nov 17, 2008

    We have a loan with Greenpoint...they start calling on the 2nd of the month!!! way before the grace period is close. Its insane. The phone calls start at 8am and are numerous per day. We have never been late -past the end of the month...and they still harrass you starting the 2nd of the month! The people on the other end of the phone are rude and unprofessional. I was in the mortgage business for over 10 years and have never seen anything like this. They are now officially out of business and not taking on any more loans.
    I look forward to never having to hear from them again!

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  • Re
    Realty Mediation Services Jan 31, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I agree with everyone on this comment board and I am so sorry to hear about all the trouble that you are all having. This is the reason I started my company. I have helped several people that have mortgages with ASC, Countrywide, and other mortgage companies that don't seem to care if they harass people or suck them dry. The comments I have heard are along the lines of trying to get blood from a stone or turnip, or something like that.

    I have a service that actually will take you out of the loop of contact with ASC, or Countrywide or whomever you have servicing your loan. All you have to do is tell me how we can help you. By that I mean, tell us what you are looking for us to do for you and we will pursue the help that you want, no matter what. We have all aspects of the mortgage business covered from being a mortgage mediation company, a title company, a real estate company, all the way to having access to attorneys for litigation or help to avoid foreclosure. No aspect of help is turned away.

    Let me tell you, most of the customers that I deal with have told me about the fear and the frustration of working with mortgage companies that don't seem to care or give them the runaround. To be totally fair, mortgage companies have their ways of dealing with people. Some are good, some are horrible. But one thing all mortgage companies love is being vague. When they are vague, they don't have to give you information until you ASK for it. How does that help you? How can you try to save your home if you don't know how to ask the right questions?

    That’s another reason why I created this company. I take your number out of their "system". When they mail you something, it goes to me. I take the burden away from you so you can live your life without the phone calls and the letters. And the rudeness!!! Oh, man, if I told you some of the stories I have heard....let's just say, it’s not pretty.

    I know that some people are going to look at this comment and go, this guy is trying to drum up business. Well, you're right. But here's the kicker. I used to work in mortgage collections. I used to make the phone calls and send the letters. I used to work around the people that make your lives hell. And I kept asking myself, why? Why are these people not being told about the help that’s readily available? Why are these people not being helped to make payment arrangements that are realistic? Why does this company care more about the money than about customer service when that is supposed to be their primary objective?

    That's why I got out. I can not stand collections. Just because they are hiding behind a company name they think that they can say anything or act anyway they like with the customers, being friendly with one and the next 40-50 they can treat like crap. Where is the customer service?

    I take all that frustration away from you and create solutions that work. I know that it may be hard to swallow, but I do. I have done it for several people. And I can do it for you too. If you want more specifics or just want to talk to me, call my office at [protected] and check out the website, which is being updated with a few new options available. And this isn't just for people facing foreclosure, people that are current and want to pay off their home early, call me. I can and will help as many people as I am able to. What have you got to lose? Website address is if not for you, best of luck. In all your endeavors.

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  • Ru
    rudolph adair Aug 23, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I had received through e-mail several E-bills from GreenPoint Mortgage service for a Home Equity Loan
    such as one dated 02/28/07 for amount due of 142.95,
    and several months later; an E-bill dated 05/31/07 with a partial account # 0105795*** ,that had stated I had an amount owing 260.46
    which was due on 06/15/07.
    I had no recollection of such loans and when using the automated service to confirm existence of loan, I was informed that the service was unable or that I had entered invalid information.
    Another contact telephone number, 1-888-49-SMART
    connected me to yet another lender ( not named in complaint ) that had no admitted business relationship with Greenpoint Mortgage Home Equity Loan services.
    This tactic of companies such as this has hindered legal proceedings of mine for no reason in my mind. My attorney cannot ascertain proof of non-existence of said loan and I pay fees that go for naught. I have never dealt with this Greenpoint company and I would be sure to tell anyone NOT to do business with them.

    0 Votes

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