Now this issue has a lot back story to it but the final and upfront facts are this:
There was a debt supposedly of about 5000 dollars roughly. Now, that is information we had. We gathered the money, and paid IN FULL, as hard as it was, we did it. They told us on the phone, "You're done, its over, you can breathe now, you're back on track. The calls will be stopped right now."
For a few weeks; nothing happened and we were happy and moved on with our lives from this rough spot.
Then we get phone calls again that there is notice of intent of foreclosure on the account. Excuse me? Why? We paid everything and we back on track. We called in, the representative that spoke with us said there we still a huge remaining balance of 3000-4000 dollars. Um where did this number come from? Where did the money we paid go? Through the window?
After pointless discussions with a rep who didn't know what was going and was not properly trained for this we hung up, called again and demanded to speak to a supervisor right away as no one knew what the heck was going on or what to do.
So with the supervisor on the phone we calmly and thankfully collectively talked. Apparently, previous employees who were telling us how much we owed and handled our HUGE payment made mistakes. Now I know that everyone is human, and I know people have long days at work but these are LARGE AMOUNTS OF MONEY we are talking about, ON SOMEONE'S HOME LOAN! This is no room for mistakes like this! She told us there were balances of fees that were not supposed to be touched be these people and were going to be handled differently, ALMOST 3000 dollars in Uninformed fees, HOW DO WE NOT tell a WILLING customer trying to resolve their problem HOW MUCH THEY COMPLETELY OWE!?
So in addition to the new owed balance we found out we have, apparently because the poorly trained reps WE SOME HOW OVERPAID and were going to be receiving a check in the mail. How does someone owe 3000 still and somehow managed to overpay by 500 dollars?
This entire mess even confused the supervisor on the phone. She couldn't tell us why no one was tell us the correct balance and why on the day we paid 5000 they told us the account we finally up to date and even.
So what now? As she made it through this horrible mess of things we find out... We were not told we owed about 1000 dollars still. 2 Hours to find out were our money went, to find out we overpaid and somehow still owed money. 2 hours to figure employees are handling large amounts of money with improper training.
This entire experience has led me to one conclusion that I am making my mission. I am telling everyone from here on out, anyone who uses Bank of America my story. Even if all they have in there is 10 dollars because this use every paycheck fully. This is a home loan, this isn't a checking account with 15 dollar overdraft fees. THIS IS OUR HOME, THIS IS WHERE THE SAID THEY WE GETTING PAPERWORK READY FOR INTENT OF KICKING US OUT and for what? Because the employees don't know what they're exactly handling? I can't trust them anymore, and other I feel other people can't and shouldn't either.
So home loan, 6000 dollars misinformed, 5000 mishandled and what did we get an apology and a 50 dollar gift card for Target... FIFTY DOLLARS.
Now I know we have money owed, and we are still going to pay. We're not asking for a knockoff our loan or we what are backed on. But 50 dollars for all this? After everything you put us through? No closure on the employees who did this to us? And what about the poor supervisor who had to clean up these employee's mess? She deserves something out of this as well, it wasn't her fault.
This is hands down THE WORST service I have ever had my time dealing with and have dealt with a lot of companies' customer services.
0 comments