I’ve been trying to get an issue resolved on my old place since early February. For some reason, a mortgage lien keeps popping up and the company that has it on there, I’ve been trying to reach. The trouble is Company UNLUCKY was sold to Company BIG, which was sold to or merged with Company SUX (I’m gonna call it that from now on).
It took me a month to get in touch with Company SUX and let them know the situation, via e-mail because that was the only contact info I could find.
Since I don’t have a loan number or anything, I don’t have anything I can just have them zero in on I’m more than a little annoyed about it, because every time you try to call them, you have to know the loan number or social security number or something. Obviously, not having such info means it’s gonna take more time.
I expected that; it makes sense.
But what if your problem can be under two different possibilities (yet you have to pick one)?
What if you don’t have an extension number to call because you never got one in the first place?
But what if you don’t know the loan number (because the loan actually originated with another company that got taken over by another company that merged with these guys)?
Or what if said company can’t find the social security number on file to help you (probably because said loan didn’t originate with them)?
Who you gonna call?
Not the freaking 1-8 whatever-number they have on their site, because you will never get the “press zero (or nine) for assistance” option.
Isn’t it amazing how unfriendly toward customers the customer service lines have become over the years? I don’t think I’d bumped into a company that didn’t have that option for help until now… and it’s made my life hell.
After five months of e-mail tag (no names on any of the e-mails, also, just the department), I was at work when an unfamiliar number called me. I had to switch it to voicemail because it’s a big no no to work our personal phones in full view of customers (and when you’re a receptionist, good luck hiding it when you got a big clear window they can look into). Well, it was Company SUX and somebody trying to call me back about the lien.
I listened to that voicemail and got every scrap of info I could from it, and thought I heard a certain name and a number. Apparently, the callback info wasn’t any good, because I suppose what she gave me wasn’t the extension number.
And without that extension number, I’m back to them hanging up because they think you don’t know what you’re doing.
I e-mailed that Company SUX department the next morning, trying to get back with them and respond to the call, asking them to call me right back, that yes, I wanted to get the issue resolved.
That was a month ago.
I finally found an online service that gives you extra info to find an actual human being. GetHuman.com was a lifesaver in letting me find the right extension number to talk to a living breathing human being.
When I reached the lady on the other end, I tried not to vent (some of it came out in my frustration), but I have to say, it wasn’t terribly helpful, either. Company SUX has compartmentalized itself to the point where even within the company, nobody knows how to contact another department.
That’s really damned bad.
And it’s a trend that’s just absolutely harmful to the customer service relationship between a company and it’s customers.
I find it disgraceful that they’ve made it damn near impossible to talk to a human being, but even the poor (nice) human I managed to get on the other line couldn’t do her job effectively to help me out. She didn’t have anything but the same e-mail and info I had–no department head’s names, no phone number, nothing.
That’s the stupidest freaking corporate decision I can think of.
I was surprised by that, but on the other hand, maybe that’s why there are so many thousands of complaints about Company SUX that have gone through the Better Business Bureau.
I’m tempted to submit a complaint myself. Probably will.
I was an inch away from dropping “hiring a lawyer” in the e-mail I sent to the department I’d been talking to since February.
I sent what I call the “third response” e-mail, dropped some of my earlier “aw shucks” friendliness, and gave specific hours that would be best to call me today and the next few days (and we’re talking 6-8 hour chunks, so that’s not too hard to do).
If they don’t call by Thursday, I’m just going to have to consult that lawyer after all.
Because until this mortgage lien issue is resolved, my old place can’t get a clear title and the current owner is likely stuck. And I don’t feel right calling my new home’s contractors to finish the foundation work until this is resolved (kind of a quid pro quo thing).
However, now that the mice have found a nice toehold into my house–somewhere–I’ll need to call them and get the foundation work done. Then I can call a pest exterminator and not waste money.
More than that, I won’t have to deal with Company SUX anymore and focus on things I can do instead of playing an endless waiting game.
ADDENDUM 8/19/19– I called Company SUX back and was able to reach somebody in customer service who were able to contact somebody else and get the ball rolling. I couldn’t actually reach a department, but it looks like this lien is going onward. I guess that’s partly what that previous phone call was about. Somehow, the ball wasn’t rolling yet, but now it is. Thankfully, the home seller is just as relieved as I am and not ticked off, so it helps my day today. Just hope it doesn’t take too much longer.
4 thoughts on “What to think about businesses that make it impossible to talk to a human being…”
Part of the problem is that you are not the customer. Their customer is whoever owns the Lien, which is probably them via 2 stages of acquisition, and maybe more (if Company UNLUCKY got it through buying either some even less lucky company or bought the original paper, or a traunch of the original loan). During the mortgage crisis there were cases of repossession thrown out because nobody could actually produce the original loan file and trace the ownership through the process of combining it with others into bonds and slices of bonds into other bonds. The apparent impenetrable compartmentalization of the organization may be a result of the mergers with one system absorbing another. At any rate, “The customer is always right.” doesn’t apply to you, but if the company actually cannot supply proof that they own the debt, a lawyer may be able to get the whole question dismissed and the title cleared.
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I have no practical advice. My condolences are all I have to offer.
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To all of us–thanks to automation, they’re trying to remove humans from any and every aspect of service. Guess you can’t threaten a computer program with bodily harm and it have any effect. At least, not beyond making yourself feel better if you needed it. Not that I’d want to vent, but computers don’t care if you’re being helped. They don’t have empathy and don’t understand frustration.
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Nailed it…. makes me crazy. I am afraid I will injure myself.