We have been dealing with CitiBank for a HELOC (we refinanced out heloc).
They outsource to India NOW THAT has been a problem! No loan officer just
some customer service phone monkey with a very difficult to understand
accent. With something as important as a loan you need to be able to
understand what the person is saying on the other end. With them we even had
issues with proof of insurance compounded with the whole outsourcing issue.
After a few weeks of trying to be understood and trying to understand we
finally got to closing only to have that handled by a different company who
also screwed things up but at least was English speaking so it was quickly
fixed.
If you want to switch lenders it would be as a refinance. But it may be a
worse situation than you are already in.

wrote in message
ups.com...
Just wanted to vent. Wells Fargo is the current holder of my home
mortgage. I refinanced two years ago and they were the lending
institution for my new loan. As part of the mortgage, we are required
to hold flood insurance. Part of my property is considered flood plain

Anyway, Well Fargo requires that I prove annually that I am paying my
flood insurance. This was not required with my previous lender but I
believe it is part of a new federal regulation, so I will comply.

Last summer, Wells Fargo sent me a very cryptic letter informing me of
the new proof of insurance regulation. The letter was long on jargon
and vague threats about noncompliance consequences but short on what
exactly I needed to do to comply. I faxed them copies of my insurance
policy and cancelled checks and did not hear anything back. I assumed
I would here more if I had not fulfilled what was needed.

In October they sent me a nasty letter saying I had not complied with
their request. I called a customer service rep who was completely
unhelpful and finally found out that my insurance agent needed to send
in proof of insurance. My agent faxed over the needed paperwork and
sent me copies. I thought this was done.

In November Wells Fargo sent another nasty note saying they did not get
proof of insurance and that they were taking out insurance for me using
my escrow. I called again and got a helpful person who called my agent
and gave him a direct fax line where we could confirm receipt. They
cancelled the additional insurance and gave me a refund. That was an
extremely frustrating process.

Anyway, I got another letter from Wells Fargo several weeks ago asking
for 2005 proof of insurance. My agent faxed the material over but
again Well Fargo says it was not received. I called Wells Fargo
customer service and now they say they cannot make outgoing calls to
deal directly with my agent. AAAAHHHH!!!!

Is there any way to change lender institution without going through
refinancing? I feel like I am stuck with a company that does not
understand anything about customer service.

Thanks for listening,
Patrick