This is my letter to BoA CEO, kenneth D. Lewis. I believe it is self-explanatory and after almost 4 months of unresponsiveness and totally negligent "processing" of my Refinance Application, I have no other choice but to go publick with this.
Mr. Lewis:
I don't know where and how to being expressing my dissatisfaction with your bank management and business practices. I am (was) Countrywide's mortgage customer and after the acquisition, I ended up with Bank of America. I applied for my mortgage refinancing in early February and after somewhat quick processing by the appraiser and your sales team in Phoenix, AZ, I ended up stuck with processing office in Melville, NY, being bounced off from one processor to another. I was assigned to a person named Syed Ali; Soon after, Mr. Ali did not respond to my e-mail inquiries. I soon learned that he was "incompetent employee and was let go", A month of March and good deal of April my file lingered in a limbo. Thank after numerous calls, I ended up with Eileen Nicholaus, to be only given to Toni Ann Magadino, now, her number is disconnected, than I learned I was given to a processor Christie Szypula; The day later, when I dialed her number, me voice mail message said - she is no longer with BoA. I called Operator to be told that now I am with Frances Autera. This was on Monday, June 1. Today, I got an e-mail from her (at least she responded!) that I am to be processed by Steve Natowski. He did not contact me back. Now, when I try an "800" number - 866 500-8070 - someone's unclear voice mail message is rolling and again - it appears as if there is nobody there and BoA is hiring and firing people over night, without true commitment to your customers.
I was quickly billed (and paid for) appraiser's fees of $400, in early February, but now, almost 4 months later my loan application is not only neglected, but I start to wonder if you guys are legitimate.
I have no other option but to contact the press and I am also contemplating a law suite due to your gross negligent business practices. The public must know of your terrible unprofessional "work", and this is outrageous how you are treating your customers.
The excuses that you are overwhelmed is not an excuse at all, since this has NOT been mentioned of any possible delays when I commenced the refinancing process. Your Sales team is eager to sell, but your Processing team is - to say the least - incompetent.
Please do something ASAP and have your Processing office in Melville, NY jump start to processing Refinance Applications, or I will be left to no other resort but to undertake steps mentioned above.
Gordana J
Citi | Corporate & Investment Bank
Office of the General Counsel
388 Greenwich Street, 17th Floor
New York, NY 10013
(t) 212-xxx-xxxx | (f) 646-xxx-xxxx | (cell) 646 xxx-xxxx
(REDACTED FOR SECURITY PURPOSES)
Gordana j
ew York, New York
U.S.A.
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