Approximately one year ago, I bought my first home. I worked with my credit union and Quicken Loans as brokers. Many Countrywide reviews point out their rates are higher than the lowest market rates, but their rates were just as low in my case.

During the closing on my house, there were a few glitches where the title company and realtor blamed the credit union for some missing information. In my opinion most miscommunication was on their end and not my credit union or Countrywide.

Countrywide has many online services I have found extremely helpful. I use their "Mortgage Pay on the Web" to schedule withdrawals directly from my checking account each month. I can specify what day I want the transaction, set up any bank account to withdraw from, etc. Even better, I can specify extra dollars to go directly to principal or escrow.

The loan history online is extensive and helpful. The interface is only mildly clumsy, and a lot better than most financial web sites I use. I receive e-mails whenever action occurs on my account, such as a tax payment, mortgage payment, etc. I have never been spammed by Countrywide.

Here comes the bad news...

My mortgage was required to carry flood insurance until FEMA issued a letter removing my property from a flood zone. Once this letter was approved, I could remove the insurance and get a refund. FEMA took about 3 months to write the letter.

When I received the letter, I e-mailed Countrywide via the website asking them how I should send them the letter. About 4 days later, they sent an address and/or fax number and whom it should be sent to. I did both, mailed and faxed the documents and asked for confirmation they received it.

2 weeks later, I had heard nothing.

I called customer service, resulting in a 30 minute wait before I could talk to someone. I explained the situation. I was told they could not help, but they would transfer me to the insurance department.

Click. "Countrywide Insurance." I explain again. "Sir, we _sell_ insurance, we have nothing to do with mortgages" I am curtly scolded. I explained I was sent there _by_ the mortgage department. I am told to call them back. I explain the long wait I've been through, and can't they just transfer me? An audible sigh, then click. Then dialtone.

I call back, wait about 30 minutes, get a CSR. I explain the situation. She tells me there is no fax or mail from me, I should resend. I express fear that the result will be the same. She happily volunteers to call me tomorrow and verify that it arrived. I agree to this.

She never calls back.

I mail and fax again, then e-mail asking to please be notified if they receive anything. About 10 days later, they verify they received the docs. About a month later, they deny the insurance waiver because FEMA made a mistake when they filed the letter.

The realtors notify FEMA, who fix the mistake in a month or so. I have another letter.

I walk in to the local Countrywide office this time, bypassing the web. "Sorry, we only sell mortgages, we cannot provide customer service." But can't we work something out so I _know_ Countrywide has received my docs when I send them? "No, sorry, but I can give you the 800 number." Same as the web.

I mail and fax again. I e-mail again, asking if they received the docs. A week later I e-mail again. About 2 weeks later I e-mail again, this time asking only "Did you get this e-mail? Please reply. If you are unable, please forward to a supervisor who can reply." I repeat about 4 days later, stating I will consider the e-mail address bogus if I get no response.

I get an answer to my "supervisor" e-mail finally. He confirms they got the letter and they are waiving the insurance requirement.

This is about 9 months after my house closed (not all their fault, but they sure didn't help speed anything up.)

I pray I never need to deal with Countrywide customer service again.

Recommended: Yes