The new rollout of your changes STINKS as far as the messaging goes. We work on MULTIPLE BOA files, so they send a message and all you get is "YOU HAVE A MESSAGE" and if I don't remember which negotiator goes with which files...ug...sorry I'm venting. This is just a needless added step that you can't just EMAIL the message as through equator as usual.
Equator is supposed to make things easier, and BANA WAS one of my favorite servicers for short sales, but this whole new messaging is ridiculous and if you have 20 files with BANA getting a MESSAGE that I have a MESSAGE and I need to log in to view it is just a huge waste of time.
>>>>end vent<<<<
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Although I appreciate a streamline system, and a faster approach on BOA, it does have some flaws. For example, the negotiator sent me a message at 11:00 a.m., and requested the entire lists of tasks completed by 3:00 p.m.. This particular file has been in progress on and off since September, last year. I'm on my third buyer, and was hoping to complete it this time around. I was also hoping to be able to complete the file without the new documents, somewhat like a grandfather clause, but I'm having to go back to the seller and get more documents signed again. At least BOA does recognize there was a serious timeline problem and are addressing this situation.
The new changes are a joke so far...now the short sale customer service help group is more worthless than before. When trying to get some action on a FHA file that the negotiator was not opening messages, answering emails, returning voice mails to both negotiator and supervisor was the grand solution of transferring me to their VOICE MAIL! Hello....they didn't answer my voice messages and that is why I am trying to escalate....and you transfer me. They are more interested in verifying the same information over and over again to make sure you are an authorized 3rd party multiple times on every call than doing anything about the file.
Evelyn, I had to look in the mirror for a minute when I read your post because I though that, overnight I might have turned into someone else. You complaint is EXACTLY like the one that I have voiced with BOA on many many occasions. If fact, I call their Customer Service Dept. the "no help" desk. Many times, I have asked them, why do you think I am calling you? The negotiator is not answering my emails, so your brilliant response is that you are going to email them. Thanks..... for nothing. My favorite comment about BOA is that "if they processed their short sales with the vigor that they promote themselves, we would have no problems at all" If one more person asks me "Are you aware of our real estsate agent web site"? I think I will scream.
Well put! What a waste of manpower having people answer phones to spend most of the time verifying 3rd Party authorizations and repeating the mantra of Fair Credit Act and that the call will be recorded for training purposes,etc.
They need to get more personnel that actually have bought a home, done a mortgage instead of a bunch of young people willing to be paid low wages without a clue about the process. Yet we are required to be licensed while dealing with personnel that can barely speak grammatically correct English, understand the real world of getting a loan to close in 30 days. Why are we not requesting training certifications from the banks for their personnel instead of scripts that were written by someone that these personnel have to follow and if the issueis not covered in their script they can't use common sense because they don't have a grasp of the homebuying process.
I can hardly wait to see this 21 day turn around be put to the test!
Trust me...we log in every day. It's just MUCH easier when they send you the message directly. This whole thing was set up to protect BANA. This way if there is ever an issue with a file after it closes, all of the records and correspondence are GONE with the file. Before you would have a nice little log of email exchanges back and forth with your negotiator. NOW, if you want to get a record of all correspondence you would probably have to do a print screen from your computer.
Oh yes, they set this up quite nicely in their favor.
I don't know about you, but when I was processing 40-50 short sales at a time, I would log into equator every day and click on the messages tab.