What better way to learn what a customer/client has to endure than to roll up my sleeves and explore the situation myself?
This week I decided to go through the process of exploring a loan modification on my mortgage just as a colleague of mine is doing. We both have Bank of America loans. My colleague and I are 4 days apart from when we made initial phone calls to our bank. The race is on!
After being transferred several times, here are a few of the questions I was asked by my bank:
Bank rep: “What is your social security number?”
Me: “Same as it was the last few times I gave it to you.”
Bank rep: (Silence. I relented and gave it to him again.)
Bank rep: “Are you behind on your mortgage payments?”
Me: “No. I answered that question already. Twice.”
Bank rep: “Is your net worth more than a million dollars?”
Me: “No! Would I be calling you if I was worth that much?”
Bank rep: “What is your ethnicity? You don’t have to answer ma’am.”
Me: “Green!”
Bank rep: “Irish?”
Me: “No! I wish I HAD more green! Dollars! Green dollars!”
(My colleagues in the office are snickering. I tried not to let the bank rep hear me laughing too.)
Bank rep: “What is a good date of birth for you?”
Me: “Are you kidding?”
Bank rep: (silent)
Me: “Your records should reflect my date of birth.”
Me: (I’m feeling sorry for the bank rep — DOB given.)
(Colleagues still snickering as they overhear my conversation.)
Bank rep: “Will you authorize Bank of America to run a credit check to ensure that you have not recently made any large purchases?”
Me: “I wouldn’t be that stupid!”
Bank rep: “Do you have several months of reserves to pay for housing expenses?”
Me: “Yes.” (This guy doesn’t sympathize with me, I can tell. This is why I never bothered until now to pursue a loan mod.)
Bank rep: “Have you tried to do a short sale?”
Me: “I don’t want to sell. Right now I’m pursuing a loan modification with you.”
The bank rep apologized about the government questions (I wondered what country I was transferred to — the bank rep had an accent.) He said the paperwork would be Fedex’d to me.
(They can afford to Fedex me the paperwork?)
Will keep you posted…