See 11/30 Update Refinance from Hell Part II.
I officially have the refinance from hell from Chase Bank on Fort Hamilton and 65th Street. I have tried to remain patient and gave the loan officer a lot of time, but we are just getting the run around. I have asked her for over a month to provide a closing date, she hasn’t and she just ignores the e-mail.
Although I don’t have a business degree, I have worked a long time in education and the private sector and can easily see the problem is the Chase infrastructure. My loan officer’s manager isn’t in the same building as her and he has no idea what she is doing. Actually, the people who work at Chase don’t seem to know the people who work in their office.
Since we don’t have a closing date or our refinance yet, I called the bank and Salome Young answered. When I asked to speak to the head of the bank, she said she was it. When I asked for her title she said she was the branch manager. Since my friends are vice presidents at banks, I know that if you need something done, you need to ask for the vice president. Why? The VP is is making the big bucks and getting the big bonus from the work done at their bank. After speaking with Mrs. Young, I felt she wasn’t able to help me at all. She didn’t seem responsive and when I spoke about the loan officer in her building. She didn’t know who the person was. When I said her name, she said “Is that a woman?” (SERIOUSLY?) Uhmmm, yes she is a woman, Mrs. Young. (What I really wanted to say was don’t you know who works in the same small building with you?)
I thought maybe Chase Bank did away with the Vice President title so I called the next local Chase Bank. Their representative was a lot more helpful. He provided me with his bank manager and vice presidents name. I called back Mrs. Young and asked her for the vice president’s name. She pretended that she didn’t hear me. I repeated my question, “Who is the vice president of this branch?” She then said Vice President? in a questioning tone. “Yes Mrs. Young, who is the Vice President of this branch of Chase?” She then responded that she was! Surprise Surprise. Her whole tone changed.
I explained to Mrs. Young that our loan officer(s) and their manager weren’t responding to calls so we would like the name of the manager’s boss, she said she didn’t know the managers boss. Basically because the managers boss doesn’t work in that office. And the boss doesn’t have an interest in the work at this branch because the Vice President gets the bank bonus.
What’s even more interesting is when I asked Mrs. Young for the name of her boss, she said it was Jaime Diamon. Really? Jaime Diamon is the CEO and Chairman of Chase. He’s in the news lately because Warren Buffett wants Diamon to be a Treasury Secretary. So there is no one between Mrs. Young and Mr. Diamon. Obviously Mrs. Young doesn’t want me to know her bosses name (or maybe she doens’t know it) because there has to be someone between a VP at a branch bank and the CEO of the bank. If not, there’s more problems at Chase then we all realize.
I asked the loan manager for his bosses name too – he didn’t provide it. (As a side note – the loan officer was nice, but didn’t seem to know much about account or the trouble I faced). Maybe the loan manager doesn’t know it either? See there is a real problem at Chase – either in customer care or in the fact that no one is really accountable to a boss or knows their bosses name.
Edit: 11/29 – Today I had to ask Mrs. Young three times for the name of her supervisor. She understood what I said because she said, “my supervisor?” Finally she was able to name Marni Chua as her supervisor. I wonder if Marni knows Mrs. Young has such a hard time calling her boss. Two days after I contacted Marni, her admin called me – not her and some lo
Chase’s online presence is obviously pretty poor because 24 hours after this has been posted their has been no response. Most companies have a person checking the web for comments from customers because they have Google Alerts set up. Chase also doesn’t have a directory online so a customer could just check for a supervisor and send an e-mail or call.
Chase has Twitter reps who sent me a generic message and didn’t follow through the link to my blog. They sent me a direct message that said I can use the e-mail on their site to get help. So Ben D from Chase’s Twitter site responded to me and told me: If you prefer to send a secure email, you can do so by clicking on the “Contact Us” tab on http://Chase.com . ^BD REALLY BEN REALLLLLLYYYYYYYY? I THINK EVERYONE KNOWS WHEN YOU SEND E-MAIL TO THE “Contact US” it is a waste of time and you will just get a form letter back from the company.”
Chase’s social media presence is basically a failure because they are just spinning their wheels and not really helping customers. No one needs to know where Chase.com is, they need to speak with representatives who want to answer their questions. Ben D told me that I should go to the bank branch and file a complaint. The ironic part of this is that Chase’s Ben D came to my site (see below) and saw that I was having trouble with the branch manager AND STILL SAID THAT.
Looks like Ben D. got distracted when he got to my blog and was more interested in why I have 35,000 followers on twitter than in helping me solve my situation. See how he keeps going back to page two to get info about me (nosey, right?). Most companies who have a good social media representative write a response on the blog post and use the most professional and helpful words you have ever seen. Ben D forgot to do that.
I guess I should have known that the twitter reps don’t want to work because look at what they wrote on twitter. JPMorgan better hire some social media experts soon because YOUR CUSTOMERS DESERVE BETTER. Although I am sure they want to play around and be funny, people don’t want their bank reps to be goofy – they want help when they need it.
On November 1st, we’ll still be paying the mortgage at the higher rate. If the mortgage processors communicated and did their job we would be paying the lower rate which is a big difference. And when bank vice presidents and the banks social media reps don’t do what they are supposed to do, it leaves consumers wishing they chose another bank.
12/1 Edit: See the comment I made below, I thought there was still hope through another Chase employee. But just like everyone else, that employee was another person who just patronized me over the phone.
**Right before 8pm, I spoke with BB from Chase. He was very nice. He’s a district manager from another area so maybe he will help me and maybe he won’t. How helpful can a manager from another area be? **
Last night, Leon and I sent letters to other execs. If we don’t hear from them, we will go higher. Someone at Chase must work, right?