On Monday 12/29 I called in and I first requested to set up a payment arrangement to pay a payment and a half over the next three months that way I would be caught up. I was told I couldn’t do it that way. I finally spoke with a Mr. Eric Wilson, he said try to borrow the money if you can; and if I couldn’t then call back and the payment could be cancelled within 24 hours before it was due. So I checked my 401K and it had built back up where I could get some money. So I applied and it will take up to a week or so from now given the holiday.
I called back to day 12/30 and the customer rep I spoke to said I couldn’t cancel and I needed to call my bank. I told him that I had spoken with Mr. Wilson and could he please transfer me.instead he transferred me to Miss Allen who hung up in my face when I asked to speak to her supervisor. She began to chastise me for calling in a payment that I couldn’t pay for and basically told me too bad. When I asked for her supervisor, she slammed the phone down.
I called back and on two separate occasions, I had the experience to speak with a Dan Robbins, who basically called me liar and told me that he wouldn’t do anything to assist me. He wanted to know the exact mathematical error that I made and if I answered his questions to his satisfaction then and only then would he honor my request. He was so nasty, bitter and humiliating I actually prayed for him. He raked my over the coals about my modification and what he called “playing games with me” He didn’t get that I am not playing games and not having a roof over my head is a very serious issue for me. He told I had no right to blame the economy. I can’t recall the entire conversation, but I am sure that you have the software available in your call center to bring it up and listen to both of them
Now I am not saying that I am all peachy, but I am saying that I have been provoked by the attitude of your collection dept. I have been given misinformation and treated rudely and that is unnecessary, reprehensible and needs an apology I do customer service and I do know that it is my responsibility especially in the financial environment to remain flexible and professional in my approach with the customer. I don’t want to lose my home at all, but it is a struggle and I don’t’ feel like fighting for it to get better with attitudes such as these. I am not asking for anyone to forgive the monthly loan amount or even the entire loan just some courtesy. I don’t feel good about this anymore than they do, but I am the one that will lose my home not the collection dept or the rep or the bitter little man named Mr. Robbins. He needs a therapist to address his issues or he doesn’t’ need to work with the customers at all. Both he and Miss Allen who are both in the Phoenix call center need to be reprimanded for their attitudes and actions
I am available for you to clear up any misunderstanding as I wrote this letter right after everything happened so I am little upset with everything. It is quite overwhelming.
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