Customer service is one business practice that can unmistakeably build or break a business’s reputation. In the mortgage servicing industry, a huge disconnect between service and corporate goals is undeniable true and most notably with Green Tree Servicing LLC. Since the bubble burst of 2007, the nation has been rocked with high unemployment rates, rapid and improper foreclosures, and the prominence of short sales. With that being said, the economy has to work through these issues while trying grow and create jobs for long term stabilization.
The other day I spoke to someone who will be listing their home as a short sale due to employment changes and a upcoming relocation. After the wife’s hours where greatly reduced the couple is no longer able to make both their first and second mortgage so they stopped making their second. Unfortunate Yes. Uncommon no.
In a recent call to collect back payment, Green Tree Servicing LLC used scare and threat tactics to force payment. Our client said “Green Tree told me its illegal to not pay on the debt”. This phrase scared the the living-bajesus out of her and made her quite frantic and rightfully so. Who wouldn’t be scared if someone said its illegal not to do something especially when that person is perceived to know correct information?
As far as I know, its not illegal to stop making a mortgage payment so why would Green Tree Servicing LLC say that it is? To me, this sounds like a business practice deployed by Green Tree to scare people into making payment – like most people just don’t pay because they don’t want too. People I work with want to make their payment yet other circumstances have effected that ability.
In addition, I did some research and my clients are not alone. A simple online search produced an article titled Are you a victim of Green Tree Servicing LLC? which a Green Tree customer detailed their experience. The article is dated August 2011 yet it appears Green Tree’s practice remains unchanged. Also, comments on MeasureUp.com echo similar stories of poor treatment at the hands of Green Tree.
I find it truly amazing that a company would in fact treat their customers this way. Has Green Tree Servicing LLC done this to you?