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02 March 2012 @ 09:41 pm
Not even a full moon  
And the prize for this week's most bizarre conversation with a customer goes to...
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.
Current Mood: moodymoody
Current Music: Robbie Williams
miwahni: cats go fuck a warp coilmiwahni on March 3rd, 2012 03:55 pm (UTC)
Re: Not even a full moon
Wrong day/ time I can understand, that happens more often than you'd think! *g*
This guy, though... well, I reckon he's heard M mention $8000 (being the amount M approved on top of the customer's loan balances, prior to interest and break costs) and assumed he would be getting it all, and subsequently made a commitment to someone / to buy something, and that's why he's jumping up and down now. I reckon he's feeling the pressure to cough up the cash. Could be wrong of course, the guy could just be an arsehole.
anonpussynamer: Dollar Coinsanonpussynamer on March 4th, 2012 03:31 pm (UTC)
Re: Not even a full moon
Oo'er, glad it wasn't just me then, having a "forgetful fit"!

Gawd, didn't think of something like this - that'd he overextended himself moneywise and could be in deep doo-doo! Well, arseholes always seem to do these things so maybe your second thought could be exactly that - he's an arsehole! ROTFLMAO
miwahni: B7 Avon Rebelmiwahni on March 4th, 2012 08:51 pm (UTC)
Re: Not even a full moon
Will be interesting to see how it plays out. Area Manager spent an hour on the phone to him on Friday, with him demanding compensation (I'm still not sure what we're compensating him FOR) and he wasn't happy with her reply.