Replies to This Discussion

Permalink Reply by Dave Halpern on May 2, 2010 at 2:48pm

Your experience is typical. Keep on doing what you're doing. Call at least once a week and make sure they notate the file that you called, otherwise they'll close the file for inactivity even they are the ones who are stonewalling. Keep escalating to to whatever supervisor is available. Eventually they will reassign the file to someone more efficient. Keep in mind that no one at Chase cares about your client, nor do they care how many losses they inflict on themselves. It's up to you penetrate their armor with persistence. We are trying to help the banks mitigate their losses against their will. It's a thankless job

Permalink Reply by Mike Warfel on May 3, 2010 at 1:48am

The last two I worked with Chase both took 3 months to get to the negotiator even though I had very complete packages, Listing agreement, agency disclosure, Realtor's opinion of the local market influences, Current market comparable sales and active listings, offer to Purchase Agreement, Pre Approval of funds for buyer, copy of earnest money and all the seller side which is income tax statements, hardship letter (very important), current pay stubs or/and unemployment income, bank statements-- and the assignment of agent as negotiator for the family. A typical packet could be 60 to 70 pages long, than a every 3 day follow up phone call. All the time on hold with rude and sometimes abusive bank personal is such a huge time waster, thirty hours plus is not unusual on hold. I have written thank yous to the personal that were helpful when I found one.

Permalink Reply by Sherrie Barker on May 3, 2010 at 4:29am

Can I ask someone, what are some ways to escalate the files? Is it just asking to speak with a supervisor?

Permalink Reply by Jose E. Gonzalez, SFR on May 4, 2010 at 11:53am

Hi Sherrie,

Yes, just ask to speak to a supervisor. They have to get you one, they might say there is no one available but insist on a supervisor. There is always someone in charge available.

Sherrie Barker said:

Can I ask someone, what are some ways to escalate the files? Is it just asking to speak with a supervisor?

Permalink Reply by Terry L. Osburn on May 6, 2010 at 12:05pm

I also had whom I thought was the negotiator assigned and it turned it out was not the negotiator. Another agent had the same issue.
I am not sure what is going on with Chase but has been very interesting.

I will say that my interaction for the most part with the customer service reps was probably the best since I started doing short sales with them. Only had one guy who definitely did not like realtors.

Permalink Reply by Sherrie Barker on May 6, 2010 at 2:57pm

Thank you Jose. Thought maybe someone may have something else they had tried and worked better.

Jose E. Gonzalez, SFR said:

Hi Sherrie,

Yes, just ask to speak to a supervisor. They have to get you one, they might say there is no one available but insist on a supervisor. There is always someone in charge available.

Sherrie Barker said:

Can I ask someone, what are some ways to escalate the files? Is it just asking to speak with a supervisor?