Allie36,
Please help. You are the only Wilshire employee that seems to be in contact with the outside world. We possibly have a happy ending working here if we can just get in touch with a representative.
I am going to detail what has happened because Wilshire's customer service is completely overwhelmed and this causes an unfair burden on consumers trying to do something about their situations.
I am an assistant to a real estate agent who has listed a property for sale. The lender is Wilshire and the property will be a short sale. We have an offer and have sent it in. We have actually received a counter and will likely be able to make this happen but I have a couple of questions I need answers to and I CAN NOT GET THROUGH!
Just getting to this point has been extremely difficult. To negotiate for this client the agent had to send in authorization. It was sent in and initial discussions were conducted and then on about the third discussion the authorization was no longer in the system and we had to resend it. This involved a huge amount of time on hold waiting for agents and supervisors to locate the missing authorization. It was documented in the notes that it had been received but it was never found and had to be resent.
The greatest frustration is to call, wait on hold for five long minutes, (it wasn't long the first time, just the 20th-87th times trying to call in) and the trick is when the man says leave a message and someone will return your call (I'm still waiting for THAT call) press 0 and you get a pleasant sounding lady, the same one almost everytime, who "is not an agent and does not have access to any records" (she will tell you that at the drop of a hat and repeat it like a litany) and she refuses to tell me her name, she only goes by "Operator, and her mission is to put me back into the queue to spend another five minutes on hold to get the message to leave a message to press 0 to speak to the Operator with no name.
I know that Wilshire and every other lender is experiencing never before seen default rates and it is hard to keep up but this is ridiculous.
And Allie36, I respect the fact that you are defending your company's position and you are in the right on probably the majority of the posts I have read here contractually speaking. I would suggest your tone is a little harsh if your intent is to answer these accusations in a manner that highlights Wilshire's position and somewhat diffuses the complaint.
I could relate the full extent of my experience and this post would be three times longer but I prefer to put that time and energy into working towards a resolution.
I just need to be able to speak to an agent.
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