When to Escalte?

All I am hearing from Listing/Sellers agent is comments like "its under under review", " no tasks are pending from Seller or agent" , " not much time passed since we started" etc


I am the buyer…just to give a background on the whole thing…After 2 buyers backed out after submitting the SS offer, we are the third lucky one submitted the offer in early February…with SSN, DOB etc. Looks like BPO is done. Sellers Credit check done, No Verbal apporvals, No counter offers. Nothing...., Auction date has been postponed 2 or 3 times ....All I have so far is some from Sellers agent with 2 liner comments !!! Not sure how experienced they are on Short sales..

My question is when are you supposed to escalate? Start calling someones supervisor/ send emails etc? Can I assume that all agents would know when/how to escalate?

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Replies to This Discussion

Permalink Reply by Katerina Gasset on April 8, 2010 at 6:26pm
I don't know all the details and I don't know the listing agent so it is hard to make assumptions but with BOA you can now escalate to the negotiators' manager in 48 hours of no response.
Permalink Reply by Ryan F on April 8, 2010 at 6:58pm
Where are you getting this info? I was told it had to be 20 business days of task delinquency till they would escalate.

Katerina Gasset said:
but with BOA you can now escalate to the negotiators' manager in 48 hours of no response.
Permalink Reply by Katherine Fornale on April 9, 2010 at 4:17am
I did respond to the negotiator's manager and haven't heard from that person either.
Permalink Reply by Chuck Pierce on April 9, 2010 at 4:35am
After listening to the Web Seminar, if you get no response from the negotiator in 48 hrs you escalate, then if no response from the "manager" , you escalate again. The listing agent needs to be the one doing this. Supposedly the chain of command is available to the listing agent to follow. Be sure to put all communication within the Equator system so there is trail of requests. I would probably also use the SS service number to verbally harass them also.
Permalink Reply by Phil M on April 9, 2010 at 8:59am
In the web seminar, around 35 minute mark, its very clear that you can escalte if there is no response after 48 hours....

Now the question is what comes under "no response"? Being "Under review" for 4 weeks is considered no response?
Permalink Reply by Lisa Broadwater on April 12, 2010 at 11:33am
Apparently, word of the new 48-hour escalation policy hasn't been passed along to customer service. I've talked to numerous reps since last week's webinar (my negotiator isn't communicating with me), and they wouldn't abide by that -- I was told the only policy they're aware of is one stating that they are to escalate only after 20 business days from the time a negotiator's task was due to be completed. None of them had even heard of Matt Vernon!
Permalink Reply by EL E on April 13, 2010 at 1:24pm
See page 28 on the BofA Equator Guide... it also emphasizes the same follow-up advice that was said in the webinar.
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