Replies to This Discussion

Permalink Reply by Sheila Vardakis on June 1, 2012 at 12:53am

Call Victoria Tobar 877-430-1431 x184552.  she is high up in BOA and was very helpful when I needed some help.

 

Have you tried to escalate the file?

Permalink Reply by Debi Braulik on June 1, 2012 at 11:30am

Great. Thank you. I did escalate.

Permalink Reply by joe beauchamp on June 1, 2012 at 4:30pm

I have had "luck" in the past by involving the Equator chat online help. I suspect that their reps are going down in value, from my last encounters, however, previously, they actually fixed an issue that BofA couldn't seem to even spell.  When the rep tells you it is the bank doing it, you need to point out that the technical issue cannot be controlled by the bank and it is really Equator failing to work for the bank.  (As in the case of any horrible tech support, the first assumption is that it is all in YOUR head, they are perfect.)

Other than that, the painful "being on their case" can often help. Call the SS reps daily, ask if it is fixed, tell them why this is bad, etc. They log this stuff and you can trigger escalations. Also, send messages to the team via equator. Only 1 time since REOTRANS (now Equator) started have I had a response from any of the vp's on the list (in the beginning, an FVP (fannie mae vp) actually helped on a non-fannie mae acct!) - they are useless in all respects. The team lead is sometimes useful and the manager is sometimes useful. I include them after getting no/bad response from the negotiator. I assume at this point, your messages should include all 3.  These messages hang around in Equator, so a message every other day about no fix may help you.

After you have spent enough energy on these avenues (if you haven't already), I'd suggest a call to the office of the president. They are more sensitive to potentially political problems - like their entire system pushing people off the cliff.

Good luck - and let us know how things turn out and how you got it done..