Sunday, December 30, 2007

An open letter to my mortgage company

Dear Jerks,

As much as I love wasting hours of my life on hold with your collections and customer service departments, it's getting kinda old. Especially because the error in accounting is entirely yours.

I've made my payments, on time and without exception. In fact, the checks posted weeks ago, a fact I've explained to all four of your employees that have either reached me at home, at work, or on my cell phone. Once I explain everything to your employees, they usually say something helpful like "Oh wow, yeah this is a mistake," or "I don't know what's going on here," and then end by telling me "I'm going transfer you to customer service." Twice their transfers have led me to 35-45 minutes waiting periods, all of which I've ended because my lunch break was up. Twice the collections representative hung up on me when he/she tried to transfer departments.

The woman with whom I spoke this morning--my cherished Sunday morning--was frustrated herself. After a couple minutes of her bullshit customer service lines, she said, "Ok, I'm gonna be real with you, I can't even see my supervisor--I don't know where she is right now." Awesome. Then I got disconnected when she tried to transfer me to customer service.

Awesome.

So no, I won't be making a payment over the phone because I didn't do anything wrong. Your company messed up, your employees have backed up my claim, and next time a collections rep calls me at work, I'm going to refer them to the letter I've slipped in January's payment. It's written for the customer service department and it includes my phone number and the best time to reach me. Until then, leave me alone.

Sincerely,
Whitney

7 comments:

courtney said...

This is like a post right out of the bad_service community on LJ. Sorry you're having to deal with it!!
Hope it's totally and completely resolved soon.

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Anonymous said...

Make sure they don't put a late payment entry on your credit record. I had that happen to me when a bank misplaced a car payment. I let it go because I didn't think it was worth the hassle to fix. That was 15 years ago and that one stupid late payment still shows up.

Atlantico said...

If you need any help with this matter, contact me. This is the sort of abusive servicing i deal with all day long!!

Angie said...

Just out of curiosity, did you email them this letter?

But any way, you go tell them how it is! That's just ludicrous!

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