When People AT PNC Mortgage Don't Know They Make Up A Story As They Go
I am convinced that people at PNC Mortgage simply make something up as they go versus simply saying ... I don't know.
The power in "I don't know" is that we create the opportunity to take responsibility to find out and get customers the real answers they want and need. After all, is that not what PNC Mortgage is paying its employees to do?
I spent 1.5 hours on the phone yesterday with PNC Mortgage. Thankfully, I knew just enough to know the person I was talking to did not know what he was talking about. The more I questioned him the more upset he got. In fact, at one point, his voice elevated and he went on the defense attacking me. It was then that I thanked him for his time and ended the call.
I called right back and spoke with someone else. Her response to the exact same questions were totally and completely different than the person I had just spoken with. Even the options she said were available were different.
I asked very specific and direct questions to which I received 40,000 feet level answers. I explained that I was calling to get detailed information so that I could make an informed decision. I cannot make an informed decision if the information I am getting from the source is incorrect.
She kept putting me on hold as she contacted the C-CAT department. the C-CAT department is their internal back office "Central Customer Assistance Team." I asked that we do a conference call with someone on that team or that I speak with them directly.
That is not possible. It is an internal number only and customers cannot speak directly with the team members. Then why call it a Central Customer Assistance Team?
I asked her "What happens at the end of the draw period on the equity line?"
She responded: "A Balloon payment will be due. The entire amount will be due and payable."
Just to have some fun I said "Really, how do you know that?
She said "that is just the way it is."
That's odd. That is not what the note says. Are you telling me that PNC Mortgage is unilaterally changing the terms of the note?
No, I don't know.
Well if you don't know then why would you tell me that a balloon payment will be do. Why not tell me, I don't know and connect me with someone who does know? Are you not paid by PNC Mortgage to provide customer service? Does customer service mean to you that if you don't know and can't help that you simply make it up as you go? Do you realize that people calling in are relying upon the information you provide? Does it not matter to you that the false information you give customers may negatively impact their lives because they are making financial decisions based upon the information you provide them?
Hold on Mamn let me see if I can connect you with someone who can help you.
I was transferred to the escalation department where the hamster wheel spun for another 30 minutes.
Within minutes of ending that call I received a text message from my client who just received a certified letter from PNC Mortgage threatening to foreclose on their home. We closed their short sale on 11/8/2013.
I then spent another 30 minutes on the phone with my client explaining that PNC Mortgage does not have a clue; not to worry about the letter; we have a closed short sale; and at some point their internal systems will catch up with reality and they will eventually stop contacting you attempting to collect a debt that has been settled for less than the amount owed.
Where do I send PNC Mortgage an invoice for my time?
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