To bring it back to a simpler complaint this morning, let’s talk about customer service. Or the utter lack of it, to be honest.
We recently refinanced our second mortgage so we can make some improvements to the house. I won’t even go into the whole process, because that’s a small novella that no one wants to read. Instead, I’m going to focus on the (now previous) holding company for our 2nd mortgage. I’ll save the name until I receive my money back from the overpayment I’m about to describe.
Long story short, we closed on the new mortgage contract on Friday, 2/7. The mortgage payment for the current company was due on 2/15. I stupidly assumed that there would be enough time for the holder to realize the balance is now $0.00 and NOT take out the money from our recurring payment. That was my hope, at least.
So, in an effort to save us all from phone calls and needlessly moving money back and forth, I went in on Wednesday 2/12 and tried to stop the recurring payment scheduled for the 15th. And this is what I encountered:
Sigh…because apparently in 2025, it takes 5 freaking days to transfer several digits from this computer to that computer. Sadly, this kind of thing is not new to me. In fact, on my Blogs note in Apple Notes, I have had the following question just sitting there: “Why does it take 5-7 BUSINESS days to move money from this bank to this bank?” Here were are again.
Anyway, ok, this sucks. Let me contact their customer service department to see if a human can help me. After all, I’m attempting to help myself AND them in this issue. It will save them time (read: money) and work as well. I clicked the ever-present “Contact Us” link, and was presented with a web form (not my favorite), but with this at the top:
I’m sorry, what the actual fuck?!?! Not 30 seconds. Not 30 minutes. Not even 30 hours. 30 FREAKING DAYS.
Hang up the idea of attempting to stop this auto-payment. That’s out the window at this point. How is this customer service?! The sad thing is I know their goal here. I know why they say this. It’s to absolutely and utterly discourage customers from contacting them. It’s literally them saying “We don’t want to help you. In fact, we aim to frustrate you. We aim to give you the finger right up front.”
Oh, and the “Chat online with Customer Service” button did nothing. I pressed and pressed it. It did nothing. It’s for show. It’s for them to check a box (somewhere?) that says they offered.
What a fucking joke this company is.
(And before anyone asks, this company was not our choice. The original holder sold our mortgage to this company, with no input from us. This is not uncommon.)
I finally had to close the laptop and just walk away and let things fall where they may. It’s all I could do. And it’s all I could stomach at that particular minute.
