When the financial melt down happened it seemed impossible to talk to a customer service person at any bank about mortgage related questions. From my experience during that time, no one had experience, no one could understand what was being asked (what the issue was) and no one had authority to make a decision.
I guess my experience is different than most because at one time I was in the position that when an issue arrived I could listen and say "I can fix that." But that was a long time ago when I not only approved and closed the loan but also serviced the loan.
Now we depend on 800 numbers to a Customer Service Department. Recently my customers have complained to me that they do not get issues resolved when they call a Customer Service Department. Recently they have called regarding errors with interest rate changes, errors in paying the real estate taxes, and errors paying the insurance company for the homeowner insurance.
I would love to see the people who answer the Customer Service phone line to have the education and authority to solve problems for customers in a reasonable time frame.
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