Long-time customer rang today, wanted to know why we put his interest rate up .50% over the advertised rate. We actually didn't; we dropped it by that much over the last two months then raised it .12%. Eventually he twigged that the statement he was looking at was dated last October, before the rate drop *headdesk*
Then he informed me that when his loans were set up, they were set up incorrectly due to the different ownership structure of his different properties. I reminded him that when he first came to see me in April 2007 his complaint was that his broker had set his loans up incorrectly, and then between us we worked to get it sorted out. I remember this really well, as I had to get State Manager approval to rewrite broker-generated loans at the time. I had taken pains to go back to the customer at numerous times during the process, to confirm that the structure was right this time.
After accepting that, he went on to say that he needed now to have his ex-wife's name removed from his loans. I didn't remind him that we'd discussed this only six months ago, at which time I had told him we'd need to rewrite, it not being possible to simply take a borrower's name off a loan. Instead, I asked him for income details and promised to have a look at the possibility of refinancing.
So, once I'd had a chance to look over the proposal I had to ring him back and let him know that on his current income I couldn't rewrite. And what does he ask me? "What if we include my ex-wife's income, will the loan service then?"
Double headdesk with a side helping of stapling my hand to the table.
Seeing as how the whole point and purpose was to get his ex-wife OFF the loan, and if she's not a borrower I can't use her income... I don't even know how he thought that would be a possibility.
Could be worse though. Other lender at my branch had a customer complaint lodged today, after he told this particular customer that he was welcome to take his business elsewhere. Seems lender approved / settled a consolidation loan for customer, in which he'd allowed a buffer for additional interest to be charged on the loans being paid out by the new one. Customer somehow thought it meant he'd end up with $8000 spare after the consolidation, and got quite irate when he discovered he only had $3000 left. Now he's claiming $2500 "compensation" from the bank. I'm really not sure what he wants compensation for, seeing as how he's not actually lost any money.
Thank God It's Friday has never had a more pleasant ring.