For tonight, enjoy my response to a certain large banking company who requested that I fill out a survey after a recent loan application. Keep in mind that I am glad to see companies requesting feedback of any kind, but I was particularly annoyed with them.
I did not have any problems with a recent mortgage through Countrywide, so I assumed I would not have problems with an equity loan either. Since I had the offer on my online account, I assumed it could be done more cheaply and easily than somewhere else also.
Instead, while I wanted to be closed within 2 weeks of my loan application (about 2 weeks before the end of the year), it was a few weeks into the new year before I received anything in the mail.
Once I did receive the package, I was expected to fax/mail an exorbitant amount of paperwork. My emails to my designated loan officer about this went completely unanswered.
Moreover, the closing costs were $600, compared to my local bank, who were able to close within 3 days, who had costs of $48.
So, a company that had just recently obtained all of my information and advertised this service to me (Countrywide), was completely inattentive, slow, and wanted to charge me over $500 more than my local bank for the privilege.
Congratulations. That is a spectacular formula for generating negative word-of-mouth and pissing off existing customers.
1 comment:
I'm frustrated by everyone's attempts to funnel communications and transactions online. I'm not frustrated that this can save us both and time and money. Obviously we want that. I'm frustrated that they then do just as you saw, and use "putting it online" as an excuse for not answering questions, keeping us notified of things, and just general "I don't know why the computer did that" stuff.
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