Bank on It

I had to call our mortgage company yesterday and find out what the heck was going on. I was getting ready to pay this next month's "rent" and noticed that we had way too much money in escrow.

Me: I need to find out if our property taxes have been paid.
Customer Service: Certainly, what is your account number?
Me: XYZ1234
CC: Okay, that's for Mr. and Mrs Bogie?
Me: Yep.
CC: Let's see, hmm . . .
Me: I sent the bill in with the last payment and that was credited on June 29.
CC: HMMMM, when was it due?
Me: The 15th of this month. From the looks of the amount in escrow, I don't think it's been paid.
CC: HMMM! Uh, can I get your phone number and get back with you?
Me: Certainly

A couple of hours later, the nice lady from the mortgage company called me back.
CC: Well, it looks like we didn't pay your property taxes.
Me: Hmm
CC: But, we are working on that at this very minute. And, since it was our oversight, we will pay for any penalties due to the town - it own't come out of your escrow.
Me: Okay, that sounds good (especially since I had no intention of paying the 12% interest).
CC: We have been trying to get ahold of the town to get this straightened out, but we can't seem to get anyone.
Me: That's because the offices are only open about 15 hours a week, no one is there today
CC: HU?
Me: Well, we live in a really small town, so we don't have a full time tax collector.
CC: So when are they open/
Me: I'm not sure of the exact hours, but I can tell you that someone will be there from noon to 3 on Mondays and Tuesdays, and 4 to 7 on Thursdays.
CC: What about today?
Me: No, I'm sure that they are closed today, you'll have to try on Monday.
CC: Okay, I'll let the dispersment office know. They told me to make sure I let you know we would take care of everything, not to worry.
Me: Thank you much and have a nice day!
CC: No thank you for letting us know of our oversight, and let us know if there is anything else we can do for you.

Nothing extrordinary about the conversation except that the lady from customer service was extremely nice and helpfull. I was impressed that I didn't even have to ask them to take care of the penalties for the late payment. I was really expecting some sort of arguement over that as they could claim that I never sent in the tax bill, and I couldn't prove that I had.

Sometimes things go easier (and more civilized) than I expect!

Comments

[Wichi Dude]

I would check on this. I think there might be an inposter, or some kind of fraud going on. No mortgage company acts like that. Offers to pay the penalties? Kind and courteous?
Gotta be a scam.
Let us know how it turns out. Oh, and we can be used as character witnesses if you need us, OK?

[bogie]

Maybe I talked to a temp that didn't know the ropes - ha!

[Cop Car]

Now, now, you two. Do you think that there are NO helpful people in the world population? (I'm allowed to whack your hands--as your mom/mom-in-law!) Glad that you have had a good experience, Bogie.

[Jackie]

We went through the mill a couple of times in this very same situation. My advice: stay on top of it and don't expect people to do what they're supposed to do, no matter how nice they sound on the phone! There's a lot of incompetents out there, and worse, a generalized lack of accountability/responsibility. It's real easy to get lost in the black hole between cubicles. I speak from bitter experience!

[bogie]

No Cop Car, I think there are very few helpful people in the world, and I seem to have actually run into a couple, so it is unlikely that I will meet anymore in my lifetime. Even when people want to be helpful, sometimes company rules or attitudes prohibit them from doing so.

I am more inclined to believe that I will,have to stay on top of it, as Jackie suggests, because today Ms. Helpful may no longer be employed by that company (or at least I will never get that particular person on the phone again!).