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I work for a bank in the Escalations department. If a customer asks for a supervisor, you get me.
Key information: We don’t include your last three payments when you have a coupon book because they can vary depending on how you paid your loan over the term. We mail out a letter with your last payments information once you reach that point. The coupon book does inform you of this fact.
Customer calls in, he’s real hot under the collar because he had gotten through his coupon book and wanted information on why he hasn’t received his title yet, and the agent informed him that he still has three payments left. He demands to speak to a sup because he’s adamant that he had a “six year loan” and he’s made his 72 payments!
I look up his loan agreement and confirm, he signed a 75 month loan, not 72 months. He doesn’t believe me, so I order a copy of his loan mailed out and advise him that he still needs to make those payments or he would risk being reported as delinquent. Throughout this call he’s rude, loud, dismissive, and mean.
Fast forward a week… I’m helping out the regular queues, taking regular calls… And Mr. Rude comes in my line!
He says, “Hey, I’m calling to make my payoff. I also wanted to ask you to let the supervisor I spoke to last week know that I’m sorry. I was out of line and I shouldn’t have shouted at her. She was correct, I did sign a 75 month loan.”
I let him know I’d do my best to make sure that she got the message, with a stupid grin on my face!
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