I got a notice from the NC Joint Underwriting Association today saying they're cancelling my wind/hail coverage for nonpayment. It says they sent a notice to Wells Fargo of overdue payment but they haven't received it.

So I called Wells Fargo. After getting redirected by the phone system for 18 minutes (it kept telling me my loan didn't exist and transferring me to different departments that also had automated phone systems) it finally gave up and transferred me to customer service who then transferred me to the correct department. I tell the guy my story and he asks me to hold while he checks my records. I was expecting him to come back and say they never got the notice. Instead, I get this:

Him: "I see we received the notice, but have not sent the payment."
Me (thinking he just reiterated my complaint rather than told me the actual content of the records): "Wait... your records indicate you got the notice of non-payment, but didn't pay it anyway?"
Him: "That's correct."
Me: "Why?"
Him: "I don't know."

He offered to overnight the payment to their business address, but the letter I got said to mail the payment to a PO Box (he's apparently not authorized to overnight a payment to a PO Box). I decided to wait until tomorrow so I can call the NCJUA and make sure it's ok to send payment to the street address before having them overnight it there. He said he would call them for me, but I opted otherwise so I can make sure it gets done.

1/6/2010 8:13:17 PM

wind/hail coverage for what?

And why would they send the notice to your bank and not you?

1/6/2010 8:15:02 PM

Quote :

"wind/hail coverage for what?"

For my god damn house, which happens to be on the coast (approximately 2000 ft from the ocean in the middle of hurricane territory) and it's required for a mortgage.

Quote :

"And why would they send the notice to your bank and not you?"

Because the bank holds the motherfucking escrow and is responsible for remitting payment.

1/6/2010 8:27:20 PM

I haven't had escrow issues yet, but I did have a problem with Wells Fargo sending me threatening letters regarding hazard insurance. Long story short - I had it all along, and I don't know what I could have done to make this fact evident to them, short of hand-delivering the CEO of Erie Insurance to the doorstep. I really wish my lender hadn't sold my loan to Wells Fargo.

BTW, that phone system is total bullshit. I would always get told my loan number did not exist too.

[Edited on January 6, 2010 at 8:35 PM. Reason : ]

1/6/2010 8:31:43 PM

Quote :

"GOD DAMN HOUSE"

1/6/2010 8:31:49 PM

I say sue them

1/6/2010 8:31:53 PM

Wow

1/6/2010 8:32:52 PM

your loan doesn't exist? what if you just stopped paying your mortgage then?

1/6/2010 8:41:49 PM

You gotta stop talking to lower level "support" and ask to speak with manager. The first guy/girl to answer the phone in any department is worthless unless your question is easy and generic. If it is the least bit complicated they will just try to get you off the phone. I deal with this every day and have learned what questions need to be escalated. You may have to hold for a while but talking with a manager who can actually make decisions and answer questions is worth the extra time. Also ask the manager for their name so you can address package to them directly. Good luck. With all the bank mergers everything is more complicated than it should be.

1/6/2010 8:42:35 PM

when an asshat asks for the manager first thing, expect to be on hold for at least 24 hrs.......

1/6/2010 8:46:58 PM

Not an asshat just been working for a major financial advisory firm for the last 3.5 years and know how to get results. I have to fight with my own company and other companies as well to get what is right for my client. If you don't like the advise don't take it. Most of the time if i ask for a manager up front they resist for a moment but if you are friendly to them and just explain that this is an issue that they probably don't want to deal with they transfer you within 5-10 minutes. To you it may seem like a waste of time to hold, but the real waste of time is talking to someone for 5 minutes who never had the ability to help you or answer your questions in the first place.

1/6/2010 8:56:23 PM

Yo, where on the coast do you live? We're buying a house about 2000 ft from the water as well. How much is your insurance a month if you don't mind me asking?

1/6/2010 9:50:53 PM

^ it's $1300/yr for wind & hail (like 300 for hazard) and I'm in Southport. Replacement value on the house (not the land) is approximately $175k. The insurance also covers contents up to 40% of that and loss of use (don't know the amount).

Took a look at a map and I'm more like 4000ft from the ocean, but the intracoastal waters are within a few hundred feet.

1/6/2010 10:58:03 PM

This is north carolina, we don't use Wells Fargo.

1/6/2010 11:10:08 PM

If a hurricane comes in the meantime you should burn that place to the ground just to make sure it doesn't get any wind/hail damage.

1/6/2010 11:14:54 PM

^ Inorite.

^^ We do when the buy my mortgage from someone else.

1/6/2010 11:25:46 PM