Is it just me or have the people in
charge of making the most important decisions in your life getting younger and
younger and not caring about how they are affecting your life? I have been
going back and forth about my mortgage with Wells Fargo, but it would appear
that their main concern is playing telephone tag with me and nothing is being
resolved. I get one representative that is "taking care" of the
issue, then the next thing I know a few weeks later there is someone else on
the case. And really are they reading from a script? I hear, "Hello, Ms.
So- and- So, I am John Doe. I am going to help you with your issue." Okay,
I allow this person to help me, reluctantly, but then when I try to reach them
again, I don't hear from them for one or two weeks.
Recently, I was given another
representative, and things were fine for a while, but when it got to where it
appeared more than she could handle and outside of her expertise we started a
round of telephone tag. One night she even called me at 10:30 p.m. I know that
they are two hours behind me, but someone who is on the ball would have taken
the time to look at the clock and realize that it was too late to call. I
talked to her, but I made her aware of the time.
Another time we made an agreement that I
would go to my local branch the next day to fill out a form that absolutely-read
life-or-death- had to be returned that day. We agreed upon the time that I
would go. The next day I called the young lady who I deal with at the branch to
let her know what was going on. This young lady, bless her heart, had to
rearrange her lunch in order to accommodate me. I rushed to the bank to get her
to send an email to the mortgage representative to let her know that I was
there. We sat for five minutes then called the 1-800 number only to find out that
the mortgage representative didn't even work that day. Say what? I get that
emergencies come up, and I assumed, silly me, that another representative would
be able to help. Unfortunately, the representative who I ended up speaking with
didn't even know what form I needed to fill out, because it was not on her
screen to tell her. As best as I could, I explained what I remembered the other
rep saying I needed to fill out. "Oh, so you need that form! I can email
that to you right now," she said as if she had discovered the cure for
cancer.
Over the course of a few weeks I have
talked to a few reps who are going to help me with my problem, but I am given
to someone else each time. I am trying to be patient, but they are crossing
over to my reserved patience that I save for crying babies and elderly people
who repeat themselves.
Once upon a time, there was such a thing
as one-stop shopping, when one person could help you with a problem and that
was it. That day is long gone I'm afraid. The funny thing is my thirty year old
son reminded me that it is his generation that is making the decisions now and
that reality unnerves him as well. He just had a situation where, instead of
getting a simple insurance quote that he asked for, the representative gave him
a quote of the coverage he needed. Excuse me? That is not what he asked you
for. I have decided that from now on once I get to where I want to be I will be
done with corporations. I think I will only give them cash. I realize that the
days of compassion are gone and we are left with those computer whiz kids who
are great at reading a script and knowing nothing about empathy. Heaven help us
all.
