My complaint:
I own a real estate investment business. I have several mortgages and occasionally, the mortgages have been purchased by Fifth Third. After spending two hours on the phone trying to get through to Fifth Thirds morgage department we talked with a rep. My wife who helps to run our business always (for sixteen years now) calls and deals with the mortgage company. After a customary simple verification on the phone by the company she is talking with (through me) she is allowed to speak about the account. This particular series of calls with Fifth Third was something out of the Twilight zone, however. I wound up asking for a supervisor who proceeded to talk over me and tell me that because the rep heard my wife read me info like the zip code they wouldn’t talk with me.
I offered to take over the call and explained that I only needed simple answers. I then explained that my wife called in this situation and was taking over for me since I didn’t have two hours to spend on the phone this particular day. The supervisor Tim started acting like he couldn’t hear me. Then ended the call saying customer couldn’t be heard. I waited for an hour for a call back since they have my phone number. In fact, they have everything about me my email, address, phone number, etc. etc. This is proof that they are not interested in taking care of their customer.
Suggested solution:
Call me, apologize and answer my questions.
