Let’s see, how do I start this….it wasn’t a joke, but I did say “are you kidding me”?
It was a little after 6:00, my phone rings and it’s a female asking to speak to a “Mr. Smith” I recognized the name as one of my clients and asked who I was speaking to? The answer was, this is Countrywide, but I don’t know how I got your number…
I explained to her that it may be that we have a Short Sale offer in for approval???? The Countrywide employee asked me again who I was. After several minutes of trying to explain to the Countrywide employee that I was the real estate agent representing “Mr. Smith” she finally got it!
She then did recognize my name and my companies name as being an authorizes representative for “Mr. Smith” As I started asking her questions she informed me that she could not talk to me about the account. I was stumped for a few seconds, because I was certain after a 10 minute long cat and mouse game of questioning she did see that I was listed on the account????
The Countrywide representative was able to tell me that the “authorization” she was looking at only contained the first mortgage loan, also held with Countrywide, therefore she could not discuss the Short Sale with me, as she was calling regarding the second.
I asked her if she was calling about late payments? No, she emphatically said, I’m trying to get information regarding the offer we received. AHHHHHH……Frustrated, yes.
Seriously, I was on the phone with this Countrywide employee for nearly 20 minutes. Add that to the time I spent on line with Countrywide today trying to get an update on this particular client it’s over an hour.
The time spent is not unusual; it’s the outcome here that kills me! I hung up finding out a very important piece of information for my client “Mr. Smith”. Countrywide is closing his file, and the reason for doing so…..they are unable to reach anyone regarding the Short Sale Package turned in for review!!!!!
Ok, I will be on the phone first thing in the morning to get the file open and back on track, heck, it’s only been 3 weeks since we submitted it….ahhhhh, I love my job!
Actually, I really do.
