TRUE STORY - COPS and Big Banks... FUNNY?

[Docked Wages]

Am I the only person who has to spend an hour on the phone with customer service only to end up getting nowhere? FRUSTRATING!!!

Wondering if every incompetent individual on the face of this earth works within the mortgage service department of Bank of America and how is it possible that one department can consistently screw up so many times?

Interestingly enough, this all started with a slew of "courtesy calls" I began receiving from B of A this week. Some automated dialing system telling me to stay on the line, then a heavy indian accent representative saying "Am I speaking with Mr.... Mr... Mr. Ugh... How do you pronounce it??? Please verify for me your social security number" YEAH RIGHT! Courtesy calls but yet they wouldn't just be courteous and tell me what they were calling about without me first forking over my SS, DOB and home addy!

So they called me tonight at 8pm, woke me up and that set me off for battle. I got jerked around with them on the phone for 75 minutes trying to get their error straightened out. Thank god for online banking and electronic copies of cashed mortgage checks!!!

ME: So since you confirmed the screw up is on B of A, again and since I should be refunded the additional fees you are attempting to charge me for your error, can you take care of this for me as a supervisor?
SUP: No, but I can submit a request.
ME: So can you transfer me to the person who makes this decision to refund my fees?
SUP: No, it goes to a department.
ME: Great. So transfer me to that department while I'm still on the phone and willing to get this taken care of.
SUP: I can't transfer you.
ME: Why not?
SUP: Because we send an internal email.
ME: Great, so get the person you send the email to on the phone for me to speak with them
SUP: I can't because my email request goes to a department.
ME: Can I speak to this "department"?
SUP: No, they will notify you in writing of their decision.
ME: So how does this decision get made to refund my fees? Is there a person who makes this decision at the department? Is there someone who makes decisions on behalf of the department?
SUP: I don't know. But don't worry, the department will mail you with their decision.
ME: Who signs the decision letter because I'd like to talk to them.
SUP: I submit the request to the department and it is up to them.
ME: I think I'm going to throw myself out of my bedroom window tonight if I don't get this resolved.
SUP: Okay. Is there anything else I can do for you?
ME: Transfer me to the person in charge of the department who makes the decision to refund the extra fees that B of A claims I owe for what turned out to be another bank error on their part.
SUP: All I can tell you is that I'll submit the request.
ME: Great.


FAST FORWARD AN HOUR... TRUE STORY: Local Policeman just show's up at our house at 10:15 PM. Goes something like this:


COP: I'm stopping by because we got a phone call from Bank of America... A gentleman in Virginia.
ME: That's funny. I think I know what this is about.
COP: You're not really going to throw yourself out the window tonight are you?
ME: Oh, is that the comment that sent you out here?
COP: Yeah, we got a call from a man in Virginia stating you were going to commit suicide by throwing yourself out a window.
ME: Whew. Did he happen to say anything about any other comments I might have made?
COP: No.
ME: Good. My call got pretty intense to get a supervisor on the line and I may have even joked about burning down the house and leaving the keys in the mailbox.
COP: Nope, he didn't mention it, but it sounds like I had a similar call with Wells Fargo today myself.
ME: Sometimes you gotta push the right buttons to get things done. Now I know to call you guys first and tell you to disregard a call you might get for this address from Bank of America.
COP: When this call came in I really doubted that someone would throw themselves out a window in this weather anyway.
ME: Stop back by next month. I haven't gotten their "official" response letter yet.




And all this is because B of A miscoded our feb mortgage payment as 100% principal only and now claim we're late, owe additional escrow money including late fees and other miscellaneous charges that they *should* be able to correct (oh, but no guarantees). Oh, and it likely won't be done in time to avoid having a 30 day late notice on my credit report. "But while I see where the error is, we'll need to submit a request to research and correct it. Give it about a month, but it will take a few months to correct your credit report."

REAL NICE! Sorry to rant!!!

Minus the cops stopping by, this seems to happen once a quarter with B of A. At least, ever since they acquired Countrywide. I'm usually level-headed but this company has a way of making me LIVID. Mortgage Service team suffers from total and complete incompetence in my opinion. But they do know how to dial 911 in the event of an emergency...

[gottaflylee]

Oh God how I feel your pain... Laughing with you here...I have my boat loans with CCB, wow this was a great bank with great people that understood small businesses. This bank was acquired by ST bank a while back. I have always had a personal banker with CCB, one the knew my business as well as I did. After the buy out, I guess my personal banker did not like the way ST was doing business and left the new owners. I was directed to his assistance, great girl and was happy to work with her.

Had a 90 day note that we were going to make into a short term loan. Long story short, my new personal banker ( whom I have yet to meet or receive a phone from as of this date) was suppose to set this up for me. Never happened and in the interim, she disappeared, I out there hanging in the air. Well after 3 month (I'm paying every interest payment I should) I start getting phone calls from them as to the loan and where is the payment (was not getting posted)

Moving right along, 3 more months and the loan was set up. As with my other boat loan, each month I pay more that is due and go to the bank each time I make a payment. The bank puts payments into a safety deposit box and I guess they batch them out every so often. Well this payment is due on the second of each month...I get a phone call on the 6th of each month wanting to know where the payment is...

Now keep in mind that it is due on the second, not late on the second, it is late on the 18th and I pay more that the loan amount each month,. This is how a costumer that has banked with them for 12 years, paid off 2 loans ahead of time is treated. If it weren't for the fact that one loan finishes in June and the other in January, I would be out of there. I have more that I would like to say, but you get the Idea.

[NY Bearhunter]

YOU GOT TO BE KIDDING...

[Docked Wages]

YOU GOT TO BE KIDDING...

I wish. But unfortunately I don't have that good of an imagination to make that all up!

[HOLWACHAGOT]

Don't know whether to laugh or cry....

It is BOA....they've no doubt had a few jumpers the last few years...
Holwachagot