Bank of America is on Twitter for the win…here is my tale:
Almost six months ago I got a short sale listing from a distressed (and stressed) home seller who wanted to sell with a short sale and couldn’t find a real estate agent to help.
I took on the listing because this woman was very organized and was barely behind on the mortgage. No late taxes or other liens in place and the house was well maintained and sparkling clean.
A couple months later I procure a first time home buyer who decides to take the gamble on the short sale and we present our purchase to Bank of America’s short sale division.
One Ringy Dingy…
I did my due diligence and called at least weekly to check on the file. Each time I called I was told that the file was in review which takes two weeks, awaiting a negotiator who then had another two weeks to review the file before we would hear anything. That answer worked on me the first time, but when I called a week later and was told the same exact thing, I grew a bit concerned.
At that point I asked if there was something we could do to move things along as it was nearing the foreclosure date and the answer was yes, we could request escalation.
Two Ringy Dingys…
One week later I call back, am told the EXACT same thing as my very first call and I get a bit terse with the representative. I tell them the file was supposed to be placed into escalation and they assure me that they will put it in this time.
Fast forward another week and you guess it….another phone call with the same answers. This time I insist upon speaking with a supervisor who informs me that there was no possible way the file could have been placed in escalation because it wasn’t even an accepted file until one day prior.
Well, I lost it. I am normally a very diplomatic, calm and dare I say even nice person, but I was pushed beyond patience and I let this guy have it. He must be well used to it because I think I even heard him whistle the Jeopardy tune and he was totally nonplussed by my anger. After I ran myself out and poked the red button on my cell phone really hard (I miss slamming the phone after those conversations, don’t you?) I went to Twitter to rant where someone might empathize.
Forget the phone, time to tweet…
I tweeted out that I was fuming at Bank of America because while I did anticipate a short sale with them would be long and perhaps even unpleasant, I did not anticipate that they would be lying to me.
Very quickly thereafter I got a response from @BofA_Help asking if they could well…help. After I verified that this was a real Bank of America representative we took our conversation to email and then a phone call.
Within hours of our call I had another phone call, this time from the assigned negotiator!
Once the negotiator was assigned it was smooth sailing and within ten days we had our short sale approval from Bank of America.
In the meantime the representative from @BofA_Help has followed up with me to make certain that my client is getting the appropriate service and I am won over by their proactive and effective Twitter based customer service.
Bank of America has impressed me with their implementation of social media tracking to see who is talking about them and by reaching out to quell my complaints and assist in a solution.
@BofA_Help on Twitter FTW!