We had a house fire in September. We settled with the insurance company early January. As instructed by B of A's property claims division, we sent our check to B of A. It is now mid February and we do not have our first draw check. Whenever I call to resolve the issue, I get misinformation that delays the process. What I really need is someone to follow up with me to see if the proper documentation is received. I called on MOnday 8th to see if my fax was received and I was told that it would take 24-48 hrs for the info to be posted to the system. The representative could not tell me if the fax was received. I called back on Wednesday and I was told that it would take 3 business days for the info to be posted to the system. Which is it??? All I need is for someone to tell me that they have received the proper documentation (a release) so that I know that all is in order. I was also informed that no outbound calls will be made. So I am forced to deal with this vicious cycle of misinformation. On Friday 5th, I talked to a supervisor (Jessica P) who said she would look for the fax and try to move it along to the vendor area. I was not able to talk with her when I called back. This lack of follow up with your customers is inefficient and produces more problems than you are trying to avoid. For people who have experienced a life trauma such as a devastating house fire, your service is downright cruel.
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