STYLETHREAD -- LET'S TALK SHOP!

Cricket · Gucci

When to call on a supervisor?

Elle · Hermes

I would leave a message and let her know that you're tempted to find another person to help you that would be able to devote more time to you. If it was me, I would also leave an FYI message for her supervisor letting them know the situation and that your service has been slow and unsatisfactory. If anything it might serve to light a fire up under that slow-a$$!

e_doli · Dooney & Bourke

i totally agree with lmonet -- call both her and her supervisor. i wouldn't worry that calling the supervisor will piss her off, b/c if she continues to be incompetent then you can just call the supervisor again. it's only in her best interest to not have you complaining to her supervisor.

if i were you, i would consider finding someone else to work with if at all possible (i know due to varying circumstances it might not be). either someone else within the company or go to another company all together. i wouldn't want to give my business (they are making money off of this) to someone who cannot even return my phone calls.

i think that with rates being low and everyone refinancing, these places are really busy and the loan officers are way overloaded with clients. not that that is an excuse at all -- when we bought our house our mortgage person was a friend and she sucked. she told us she was really busy doing insane amounts of mortgages and i wish she had just said she didn't have time so we could have worked with someone who could have done the job right. it totally would have been complaining if she wasn't a friend (of my bf).

gruiz · Kenneth Cole

My mortgage person was none to quick to return phonecalls either. He really pissed me off, but in the end I got a mortgage and a good rate out of him. I think maybe it's just the nature of the job? Too many things going on to pay special attention to any one customer. I don't know.

Cricket · Gucci

Well, yesterday afternoon I spoke to her supervisor and expressed my "disappointment". She said she'd get right on it. At 8:30 last night, Miss Slowpoke called me back kissing my ass and apologizing profusely. She still gave me a ton of excuses. I told her it was unacceptable, and I would complain again if I had to. She gave me her cell number and she said she'll drop whatever she was doing when I call her. I still don't think she gets it. I don't expect her to be at my beck and call and cut into calls with other clients. All I've wanted from the get go is for her to call me back within a reasonable amount of time. Oh well. I was expecting to close Tuesday, but now it won't be until the end of the month.

Fireball · BCBG

I wouldn't be nice enough to call her again. I would call the supervisor and ask that my case be reassigned to another loan officer. Being busy is not an excuse. Remember that she is getting a commision from your loan anyway, the most she could do is be available and helpful when you call.

blink · Coach

My boss is just like that to his clients (he's an accountant and a financial advisor), only he can do this because he owns the company and there is nobody who clients can complain to except his secretary. When he gets around to calling his clients back, he is sugary sweet to them and apologizes, but when he is giving them the phone screening routine, they are angry.

The clients that get through are either the ones with the most money, OR the ones who make the biggest noise. So either call back and make a big fuss, or call and escalate the issue to a supervisor. Don't wait on her call, or she'll just let you slide to the last priority.