When a debt collection company (Bayview) took over servicing of my mortgage, I began receiving phone calls at work and on my cell phone about my mortgage payments even thought they were not late. This included robo-calls. I was told this was 'standard' and to ignore these phone calls, but I really got angry and filed a BBB complaint in the state of one office. I was never late with one payment, and our mortgage was not in debt collection. Bayview may be a debt collector, but they need to keep those services separate from their mortgage services. Calling people at work, robo-calls, and harassing them when they do not have delinquent debts should be against the law.
I am dealing with a debt collection company who is also a mortgage company. They are having issues separating the two types of services. They are also having an incredible amount of IT (web) problems. Their website is down, or only their staff can see it, or they cannot upload my account information, etc. Other IT issues include their System, which "tells them" it has mailed me documents, but apparently does not really do it. My point is, I am able to capture a lot of this using ScreenShots and electronic communication, providing a very detailed log. I have sent my screenshots of the errors I saw on my account screen to their IT staff, and it may have helped resolve their website issues a few weeks later. I would highly recommend the use of electronic media as a formal way to communicate on both ends.
Thank you, I will consider that. Yes, I do think your restrictions on workplace calls per week would be helpful, but I do not see any information requiring details on the content of Robo-Calls. For example, the calls I referred to earlier included robo-calls telling me that I had "messages" waiting for me in my Bayview Account, and to access these messages, I needed to call a special phone number. Well, this was a bunch of baloney - it was just a recording wanting to know where I had sent my mortgage payment (I had not set up an electronic deposit yet, like they wanted, so they assumed I was skipping a payment). I believe those robo-calls were fraudulent and misleading, particularly since I was never late on any payments, and I never had any "message" waiting for me. Just a robotic collection message. I received three of these messages and they are still saved in my cell phone voice mail.
I support these restrictions on robo-calling and any calls during the work hours. With respect to robo-calls, any robo-calls that are misleading should be restricted. That is, a robo-call that tells you that you have a message or an account update, and the only way to get it is to call a special number with an extension, but when you call, it is just the same message asking where your payment is, is a waste of the consumer's time and the consumer's cellular resources (two phone calls, one received, one sent).
Please consider robo-calls when developing rules for this section. See my comments about robo-callers leaving messages on cell phones under robo-calling.
I understand the need to protect privacy, but this is not the answer. The messages left for me on my cell phone could have been returned by anyone with access to the cell phone (family members, snoopy friends) and information on a supposedly late payment would be disclosed by the robo-caller.
Robo-calling does not have the consumer's privacy in mind.
Liz E
1
When a debt collection company (Bayview) took over servicing of my mortgage, I began receiving phone calls at work and on my cell phone about my mortgage payments even thought they were not late. This included robo-calls. I was told this was 'standard' and to ignore these phone calls, but I really got angry and filed a BBB complaint in the state of one office. I was never late with one payment, and our mortgage was not in debt collection. Bayview may be a debt collector, but they need to keep those services separate from their mortgage services. Calling people at work, robo-calls, and harassing them when they do not have delinquent debts should be against the law.
View this comment in the discussion thread
Liz E
2
I am dealing with a debt collection company who is also a mortgage company. They are having issues separating the two types of services. They are also having an incredible amount of IT (web) problems. Their website is down, or only their staff can see it, or they cannot upload my account information, etc. Other IT issues include their System, which "tells them" it has mailed me documents, but apparently does not really do it. My point is, I am able to capture a lot of this using ScreenShots and electronic communication, providing a very detailed log. I have sent my screenshots of the errors I saw on my account screen to their IT staff, and it may have helped resolve their website issues a few weeks later. I would highly recommend the use of electronic media as a formal way to communicate on both ends.
View this comment in the discussion thread
Liz E
3
Thank you, I will consider that. Yes, I do think your restrictions on workplace calls per week would be helpful, but I do not see any information requiring details on the content of Robo-Calls. For example, the calls I referred to earlier included robo-calls telling me that I had "messages" waiting for me in my Bayview Account, and to access these messages, I needed to call a special phone number. Well, this was a bunch of baloney - it was just a recording wanting to know where I had sent my mortgage payment (I had not set up an electronic deposit yet, like they wanted, so they assumed I was skipping a payment). I believe those robo-calls were fraudulent and misleading, particularly since I was never late on any payments, and I never had any "message" waiting for me. Just a robotic collection message. I received three of these messages and they are still saved in my cell phone voice mail.
View this comment in the discussion thread
Liz E
4
I support these restrictions on robo-calling and any calls during the work hours. With respect to robo-calls, any robo-calls that are misleading should be restricted. That is, a robo-call that tells you that you have a message or an account update, and the only way to get it is to call a special number with an extension, but when you call, it is just the same message asking where your payment is, is a waste of the consumer's time and the consumer's cellular resources (two phone calls, one received, one sent).
View this comment in the discussion thread
Liz E
5
Please consider robo-calls when developing rules for this section. See my comments about robo-callers leaving messages on cell phones under robo-calling. I understand the need to protect privacy, but this is not the answer. The messages left for me on my cell phone could have been returned by anyone with access to the cell phone (family members, snoopy friends) and information on a supposedly late payment would be disclosed by the robo-caller. Robo-calling does not have the consumer's privacy in mind.
View this comment in the discussion thread