BoA short sale processing regressing?
As I'd previously posted, we had to resubmit because we weren't delinquent which we did May 1. The BPO was completed on May 10, but for the next 3 weeks when we'd call to check status, we were told day after day that no task was past due, and when asked what task was active.... it turned out there was no task assigned!
Eventually, tasks would be asigned and then become past due, then after getting escalated the task would be completed... And the next task would be the SAME task again! Some time around the end of last week, the designated negotiator changed... And now we're being told that we will no longer be provided information about what task is active or when the task is due, but if we call and ask and the task is overdue, then we'll be able to escalate.
Throughout this process, I've really had the sense that all this information is whitewash to provide the appearance of progress, but that maybe the appearance doesn't reflect the reality...
Anyone else seeing this? Any recommendations?
Replies to This Discussion
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Permalink Reply by CJ Wright on
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Yes, William. I started seeing this last Friday. One file I called on the customer non-service rep said 5 tasks had been completed that day 6/4. She mentioned "the file financials were analyzed..." and when I asked about what other tasks were completed, she started acting like I asked for state secrets. She said she could disclose that. A week later I'm still struggling with frustration and still getting no where!
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Permalink Reply by Rachel Diedrich on
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i have noticed that different call center locations will give different info. When I call, I always ask where they are located. If they are in Tulsa, I hang up because they won't tell you anything there. I have spoken to several team leads about this and they say it is a training issue. If you push them, they will usually tell you the name of the task they are working on and the due date. The washington state call centers has been the best at providing good information by far.
as for having no tasks assigned, I think there was a computer glitch that caused no tasks to be assigned and therefore the negotiator can't do anything without a task being assigned. I had a file stuck like this for a month. Now that it is moving they have set foreclosure sale date that they say can't be pushed out.
I think the customer service has gotten much worse in the last couple of months. -
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