CHICAGO – Elia Santana lives here on the southwest side with her husband, four children and mother. In January 2008 Santana’s father passed away putting an emotional and financial strain on her family. The Santana family was unable to make payments on their mortgage and became two months overdue.
Santana tried several times to contact Countrywide, their loan department to resolve the situation. They said someone would contact her soon. After waiting for a month with no reply, Santana called back and continued to get no additional information.
Frustrated, Santana went to the nearest Neighborhood Housing Services (NHS) of Chicago where a counselor was finally able to access Countrywide personnel.
After four months working with Countrywide a Partial Claim was offered to make up for missed payments. At one point Santana had to resubmit paperwork, which took weeks to prepare because she was missing the middle initial from her signature. The negotiations took so long, in fact due to lost documents, missing faxes, and staff turnover on the part of Countrywide, that the Partial Claim offer had expired.
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http://www.pww.org/article/view/15676/