I have to agree with the statement that GMAC customer service is the worst I have ever dealt with. When you obtain a loan, it is for a certain amount. Your payments go in part toward that principal amount and the rest to interest, insurance, or what have you. Figuring how much is left when a borrower asks should not be that difficult. My children could do the basic subtraction needed for this process. However, when you want to pay a loan off with GMAC, it takes an act of God to get a pay off quote.
My house has been on the market for more than a year now. I have had contracts on it, but the financing always seemed to fall through for these buyers. FINALLY, I get a buyer and everything is ready to close, except the payoff quote. The attorney's office tried to obtain this information, only to be told after a week of requests and calls that GMAC would only deal with me. I called and was told an inspection would have to be done before I would receive my quote. An inspection??? To pay off a loan??? The woman I talked to was not understanding anything I was telling her; English was not her strong point.
So on to another agent the next day, who was very polite and told me the quote would be faxed that day. Needless to say, it was not. Although I appreciate the attitude of this young lady, just telling me what I wanted to hear was not an effective way to conduct business. If I had been told the truth, and the policy explained at that time, I would not have as much of a complaint because the closing could have been scheduled to accomodate it.
When I called back this morning to find out why it hadn't been sent, I was told it would take 5 - 7 more days to evaluate the account before a quote could be given. When I asked why, I was told that it was procedure. This 'customer service agent' could not explain the procedure, only that it was one...like it was a Commandment or something and I had no business questioning the authority. When I asked to talk to a supervisor, the woman, Cindy, told me no and hung up.
I immediately called back, and talked to a gentleman who got more than an earful he didn't actually deserve because of Cindy's actions. When I again asked to speak to a supervisor at the onset of this call, I was informed that he would have to try to help me first. When the story was relayed for the 4th time in 3 days, he gave me the same answer as Cindy, however he did tell me he would try to connect me with a supervisor when I asked for the 3rd time. After 8 minutes he advised there was no supervisors available. I told him I would wait, time was not really a concern for me at the moment. Approximately 30 seconds later a woman claiming to be a supervisor picked up the phone. She said she would monitor the progress and call me back as soon as the quote was prepared. She could not, or would not take the time to tell me what the problem was, or how to fix it. Although the called ended there, I was not satisfied.
So, I Googled GMAC, and called Waterloo, IA direct since the foreign speaking nations could give me no answers or explainations. I still got no further than customer service, but at least this time we could understand each other. He told me that because I didn't actually live in the house any longer it would take a week to manually figure my pay off. Why??? I only owe the remaining balance on my account, and maybe some prorated interest for the month. Whether or not I am residing at the house or not, isn't that balance the same?? No answer for that other than, that is our procedure. When I asked to talk to someone in the department doing the quote, I was told that they had no phone. Seriously, do they keep these accountants locked in the basement with no communications? I think that is illegal even in the country where the phones are answered!!
Regardless, there is no one to talk to outside of "customer service", which is an obvious contradiction of terms to say the least. In the end, the quote was faxed about a 1/2 hour after I placed the 2 final POed calls this morning and given the 5-7 day waiting period answer, however the phone call I was promised as soon as the quote was ready has not come. It irritates me that I had to waste hours of my time, both at home and at work, to bully these people into providing something as simple as a payoff quote. In these days of mass forclosures, one would think getting a loan paid off would be an event for celebration, not one for neglect and abuse.
I am going to close on my house in about an hour, but my anger with GMAC has not been quenched. I am still looking for addresses of executives to contact to about the sorry service the company provides. One voice may not be heard, but after finding this website and realizing I am not alone, maybe a difference can be made. I have no desire to obtain a ditech or GMAC loan ever again. Like the old saying goes, "Wrong me once, shame on you, wrong me twice, shame on me." I won't make that mistake again, nor will anyone I know if I can help it. I will pass on my dissatisfaction to anyone who will listen! Thank you for a place to rant!! |
560 days ago by Tessah [
365 days ago by Jhon Smith [