Say what?


by tpc| Jun 20, 2011


My mortgage is with Litton Loans. I ran into a problem the other day. I needed a statement of my activity. Figured I could get it online and created an online account. I could not figure out how to print a report so I sent the following:


"I have opened an online account and I want to print off my statement. When I click on view my statement, nothing comes up... What do I do?"


This was the first response I received:

Dear Michael Tamer :

Thank you for your recent inquiry regarding your mortgage loan. You are a valued customer and we hope to assist you as soon as possible. Please allow 60 business days for a Customer Service Specialist to properly research and respond to your inquiry. It is important that you continue making your monthly payments according to your loan agreement.

We appreciate your consideration in this matter. If we can be of further assistance, please contact our Customer Service Department at 1-800-247-9727.

Sincerely,

Litton Loan Servicing LP

They are going to "assist me as soon as possible" but I should allow 60 days? What possible strategy would they have for putting 60 days? What is crazy is that they sent me an email the very next day and answered my question:

Dear Michael Tamer :

In regards to the inquiry you posted to our website on 26-MAY-11 :

The response to your inquiry is:

Our records reflect your loan is set up on automatic payments. Therefore Billing Statements are not generated. A copy of the Detail Transaction History ("History") will be mailed to you under separate cover. This History documents the transaction dates with an effective backdate, if applicable, brief descriptions, next due date, principal balance, and how the funds were applied.

Should you have any additional questions, please do not hesitate to contact our office. You may call our Customer Service Department at 800-247-9727 or the Default Counseling area at 800-999-8501. If you wish to respond via email, please access our website at http://www.LittonLoan.com and forward a new inquiry through the 'Contact Us' page.

Sincerely,

Litton Loan Servicing LP

I have heard of setting "low expectations" and then exceeding them but this is taking things a little too far.

Some thoughts:

  • Set a target for response that you can meet on a professional and regular basis. I recognize the value in "over-peforming" however this time period is way too long. When you set such a long period you can expect to immediately get a phone call.
  • Recommended target should be next business day at the latest.
  • Do not use terms like : "We hope to assist you." This implies that you might not be capable of assisting (as in competent) or maybe even in worse; " we are not sure we have enough people".

I appreciate the next day response.