ASC told me they were just a servicing company and that they could not help me

I have been trying to get a workout with America's Servicing Company. I am currently in an 80/20 mortgage to which ASC holds the 80% of the mortgage. We have a family owned building and my daughter and son live in the building with me. My daughter and son were helping to pay the 80/20; however, in June and July of last year both my son and daughter lost their jobs. We were managing to keep up as best we could considering, but fell about 2 months behind on the payments. I contacted ASC and told them that I was going to send a payment to them overnite. The customer service representative told me not to send the payment because they would probably send it right back to me because they accelerated the loan as of March 19, 2008. I contacted ASC and attempted to get on a workout plan prior to falling behind at which time they sent a letter informing me that there was nothing they could do to help me. I sent my information a second time, and got a phone call from a loss mitigation representative who went over the financials with me and then stated that she had found a deficit and there was nothing they could do to help me. I then sent them a $4,000 dollar check to try and get some kind of assistance, they returned the check with a letter stating that the funds were not certified. I resubmitted my information a third time and I have yet to have heard from them. Since this time I have contacted a supervisor for the loss mitigation department. I am waiting to hear back from them. Please tell me what kind of help is available for me.

Any idea about the best way to contact American Servicing Company. I am trying to help a friend to restructure his loan but it is almost impossible to contact them through the customer service number.

America's Servicing Company has got several departments that you can call. My advice would be to set aside at least an hour each time because my experience was that I had to speak with 4 or more people, from different departments, being transferred back and forth and a few times "disconnected" during transfer. Their customer service (if you can call it that - call back again and again to get consistent and correct info): 800-842-7654. To request a remodification of your loan: 866-398-7568. The loss mitigation department is: 877-222-7875 and press option 4.

Be sure to tell your friend to call often and get the representative's first name (only one of them gave me their last name) and they have a "sign in" that supposedly identifies them. I would get it every time at the beginning of each call - you just might need it.

Once your friend is told something will happen, call back within a week or sooner and see if what you were told would be done has been taken care of. Sometimes it's not taken care of (specifically if it's something besides a bill or a denial letter that is to be mailed to you), but after several months of trying to get our loan remodified and a lot of "miscommunication" on their part, we look to be nearing the end.

If you are told by any one at ASC to not make your payments while the account is being remodified, don't listen to them. Your credit will be negatively affected and you will need to make up these payments asap. Thankfully, we weren't told not to make our payments, and it's a good thing. I had a customer service representative tell me today that she doesn't understand why their loss mitigation department tells people to not make their payments...scary. We kept making them and they "suspended" them on our account which means we weren't late and once the remodification went through, the payments were applied and a refund is supposedly on its way back to us.

Every four or five representatives, you should get one that will treat you like a human instead of a number. But even then, they don't always follow through.

I also wonder if there's a problem with their outgoing mail center. Three times in 6 weeks we didn't receive mail they said was sent out. And in between all that, we received a denial letter because we didn't receive the first two documents they show they sent.

Look up America's Servicing Company on the internet...I typed in American's Service Company customer service, no quotes, to see if there were different addresses for higher ups (I'm sending a detailed letter) and found an unbelievable number of web sites with people posting horror stories, way worse than mine, about ASC.

Good luck!