After spending a good part of my morning calling BOA regarding 2 outstanding FHA short sales that I have been working on for the last 3 months and coming up to more challenges I have no choice but to air my extensive list of complaints, observations and questions. For anyone that is working on FHA short sales with BOA you understand where I am coming from.
For those that are lucky enough not having to deal with this type of short sale count your lucky stars and pray that you don't have to until they are at least on Equator. I have a total of 3 ongoing FHA short sales. I have been lucky enough to get 1 to a Phase 2 negotiator and have the approval letter to Participate. Unfortunately, the other 2 are stuck again, and I had to resort to the Twitter Social Media team for the 4th or 5th time.
Although I have been calling on these 3 files for almost 3 months the verification process alone tries my patience. How many times must you ask for my email, phone number? Despite all the information being on the Third Party Authorization, despite me giving it to you so many times I can't keep count - would it not be more efficient if it was automatically on your call screen after the 1st call? The same for the military questionnaire - NO, they did not join the military since the last time I called last week and by the way after a certain age they can't join the military so mark it down and have it self-populate on the verification page after the initial call. Too much to ask for?
I am sure our government has its hands in there, another layer with no common sense designs the script that must be followed on FHA short sales? They say leaders should lead so perhaps there are no leaders at BOA. Only non-thinking untrained personnel without an ounce of common sense who blindly follow what some upper level consultant tells them while we waste time and money dealing with unproductive processes.
Question to Bank of America IT department? - either buy better call center software or get some real programmers that can design a form that a high school freshman can design to get the information on your service center personnel screen on the initial call and saved for the life of the file. I guess I ask for too much but if the companies that I worked with back in the 80's could do this, why can't one of the largest servicer get this simple thing done? What happened to form design, call center flowcharts, process improvement and all those other elementary design systems that I was taught as a project manager. I am sure if they hired a recent graduate of any business school they could design a call center with the right process flow to get this situation under control.
This is not rocket science folks. This is paper processing, check lists and passing it to the next level but despite all this I get emails from a 2nd Phase negotiator like the one I got a few minutes ago on the one short sale that was moving along that 3 documents were missing. We are in Phase 2 folks - the file has been reviewed by so many people and they were not missed? The reason is because you have had them all along but this person is so inept they can't find them and need to delay the short sale again!
So its back to the Twitter team and another escalation! Another day of wasting my time doing the same thing and getting no where....Insanity is getting closer by the minute - do I start drinking or do I meditate?
Although i missed the webinar yesterday on FHA short sales it appears that it was another waste of time since they only answered "general questions" Thank you BOA for proving once again that you are clueless.