Still more U.S. Bank stuff …<\/p>\n
Here’s a chronology of the shenanigans that happened today, prompting my diatribe from earlier:<\/p>\n
… they couldn’t really do anything because, as far as their system showed, the loan was still open, so what they are currently reporting to the credit agencies is correct. And, of course, they couldn’t do anything further, but perhaps someone in Customer Service could help, maybe it’s been taken care of and is just in a stack of papers somewhere, here’s their generic number …<\/i><\/p>\n
Margie called that number. They said, So sorry, can’t do anything for you, you really need to work through the branch on this one. <\/i> <\/p>\n
Margie insisted on talking to a supervisor. There was none available to talk to. The CS rep did forward the problem to a supervisor who’s “pretty good” about returning calls. Yeah. Right.<\/p>\n
Margie called Credit Dispute again to let them know that it was not yet processed. The person she’d talked to was not available, so she left a message. Miracle of miracles, he actually called back.<\/p>\n
They still couldn’t do anything. Margie asked if they knew anyone in Customer Service who could actually resolve the problem. No, of course not, since that department’s all the way in Wisconsin. And things are confused right now, because of a recent merger between U.S. Bank and Firstar …<\/p>\n
Margie pressed. Okay, since there was evidently no Customer Service person who could respond, who’s the President of U.S. Bancorp, and what’s his number?<\/p>\n
“Um … let me get a supervisor.”<\/p>\n
She reported again that it looked like someone had only partially paid off the final amount. She hadn’t been able to see all the details though because …<\/p>\n
… well, they changed loan computer systems last year, and none of the old information got rolled up into the new system. So if someone there wants to see details on an “old” loan (e.g., one “closed” in 2000), they have to find an “old-timer” to access the old system.<\/p>\n
(Evidently nobody stays in Customer Service for more than a year or two. Quel surprise<\/i>.)<\/p>\n
“Andrea” had actually shown enough initiative to find someone to look up this info for her (the most initiative anyone has shown so far, though it did take her the extra day and she didn’t call in the meantime). And she dug up something very, very strange.<\/p>\n
When the old line of credit was paid off, it was paid off with a payment of about $44K. That should have been the close, finis<\/i>, end of story.<\/p>\n
But it wasn’t completely paid off, as we now know.<\/p>\n
But a week later<\/i>, someone — certainly not us — paid in another $180. Leaving $250 or so unpaid.<\/p>\n
Who paid in that additional partial amount? <\/i> Why? Why only partial? Why at all?<\/p>\n
This made Margie more than a bit suspicious, and she actually raised the issue of someone playing fast and loose with accounts. Yes, she actually use the word “embezzlement.”<\/p>\n
Andrea faxed us the printout from the old system, showing this oddity. Interestingly enough, it was on Firstar paper.<\/p>\n
So Margie called this regional person. Said person is at training today, and should be back tomorrow. She left a message …<\/p>\n
“I’d get a manager and find out how we could close the account and what local G\/L number the branch could use to absorb the cost.”<\/p>\n
That’s customer service. Too bad it’s been so lacking at U.S. Bank.<\/ol>\n<\/p>\n