This is an email I sent to them on Friday 7/19/2013.
I am a recent customer to Green Tree since my account was bought out from Bank of America. In only a couple of months I am very disappointed in Green Tree. I paid my August payment on June 18, 2013. The check cleared on June 25th. I decided to see what my new amount due was this past Tuesday June 16 and to my surprise my payment for August was never credited. It showed I still owed on August 1st instead of September 1st. I immediately called Green Tree.
7/16 - I called and talked to Shantaya. She said my payment of $1200 was all applied to the principal and that she sent in a request to allocate it so I will not owe until September. I checked the following day on the website and it still showed payment due on August 1st.
7/17 - I called and talked to Casey. He said he did see a request and it will take another business day or two. So I give it a couple days and this morning log on to see that there is still a due date of August.
7/19 - I called and talked to Amy. She said there was no allocation request and that she now requested the $1088. To go towards August payment. So does that mean Shantaya and Casey were not being truthful? I reminded her I paid $1200 (check number 3293 that was cashed on June 25) and not $1088. She seemed lost and didn’t know what to do. After a long pause she said she fixed it. I asked to talk to a manager which she put me on hold. After a few minutes she came back and said collections which was Shantaya and Casey cannot allocate my payment. They can only send a request. I asked her to please send me a new statement showing that I do not owe until September for my own verification. She said she can’t do that and I would have to write in a written request to get a new statement. I am really trying to do the right thing and simply pay my bill ahead of time and not keep jumping through these hoops. Why do I have to write in to your company to request a new statement when the error was caused by your company? All I want is an updated/current statement. Another hoop to jump through. Amy said it would take 3-4 business days for the allocation request to go through. I then asked what if I simply took the other reps word for it that my due date is September 1st and didn't follow up and it was never done? Then once August 1st came I would show I was late on a payment I already made a month before. No response. I asked for hypothetical sake if her request which is now the third doesn't work and it still shows that I owe for August can I then speak to a manager. She said of course. I don’t feel like any managers were there or wanted to take my call.
I have never been late with a payment of any sorts and actually used to pay Bank of America 3 - 4 months ahead. I will not be doing that anymore since it seems there is confusion when it comes to processing payments. I request a phone call by a supervisor or manager as soon as possible.
I enclosed my name and number in the email box and in the email so they had quick reference. I sent them a second email this morning since no one called or emailed me back yesterday. I feel completely helpless when dealing with them.