Conseco Finance Mobile Home Loans - trouble making payments - poor customer service

Complaints.com received the following consumer message on June 14, 2002:

From: Email User

RE: Conseco Finance Mobile Home Loans - trouble making payments - poor customer service Conseco Finance holds the mortgage on my mobile home. In 1999, I became disabled. I immediately called all of my creditors to explain this to them and ask what could be done in order to ensure that I could repay my obligations and stay within my greatly reduced budget. Every creditor that I contacted assisted me except Conseco Finance. Speaking with them is like speaking to a brick wall. The right hand does not know what the left hand ids doing.

The only question that the associates seemed to be trained to ask is "When can you make your payment?" If you ask them questions, they ignore you and continue to ask the same question repeatedly. If a payment is one day late, they will call you constantly asking "Can you do a check by phone?" If you inform them that a check was mailed (and I am truthful when I tell them this) they tell you to stop payment on the existing check and do a check by phone.

This would cost 27.00 at my bank, and I refuse. They are rude, unhelpful, and in most cases speak with such an accent that it is impossible to understand what they are saying without asking them to repeat it severaltimes. I have no problem with anyone's nationality, but if the accent is so strong that I cannot understand what they are saying, then I have to ask them to repeat their question or ststement. This always angers them.

I recently had one representative tell me that she speaks "perfectly Engrish". I even had to ask her to repeat that several times before I could understand it. This is not meant to be prejudicial, and I explained that to the

representative. I told her that I was very sorry, but I simply could not understand her. She then called me a liar and said that I was just not wanting to talk to her. I had to asked her to repeat herself three times

before I realized that she had called me a liar.

This has happened on many occasions. I even told one representative that I did not hear well and that I needed them to speak slowly and loudly just to avoid hurting their feelings. On two occassions, I asked them to post date a check by phone in order to show them that I was dealing in good faith. The checks were post dated for ten days. During that period, I received a phone call daily starting with "I am calling about you xmonth's payment. I see that you have a check on file. When will you be making the payment?" I would be asked the same barrage of questions daily. To be such a large financial corporation, they are totally disorganized.

They have no idea what they are doing. If you call with a question and talk with three different people, you will get three different answers. This actually happened to me concerning insurance. I asked for the telephone number and address for my local branch. I thought that dealing with them mightt be easier. They gave me this information. I mailed a check to them, which was returned undeliverable. I learned that the office had been closed for approximately six months.

I called to get a new address, and was assured that the office was in full operation and that they had given me the correct information the first. I was finally able to obtain a correct phone number and address and, upon contact with the local office, was told that they had moved about six months earlier to a totally different part of town.

I apologize for the length of this letter. If I can help just one person avoid the hell of dealing with Conseco Finance, however, it is worth it.

Thomas Sharp

Tuscaloosa, Alabama