Washington Mutual Review

On Feb 20th, @ 9:45 am, I called WAMu's customer service toll free number to find out the amount of my principal balance from the fiasco that one of WAMu's local branch has done to my account (Check my other review - WAMu's local branch in National City, CA).

After 30 minutes on hold (that they have a high volume of calls that day - so when is it not high?) someone finally answered the phone. A female employee (I did not catch her name but if they WAMu check the notes on my account they will know who she is), I explained to her my situation (about the local branch not crediting my account completely and I'm in a deadline because of my rate lock expiring for my loan modification), she then told me to hold (again!) so she can get a supervisor. After about a minute, I heard a dial tone, so she supposedly "accidentally" hang up the phone on me. I could not call back because I had to be somewhere by 10:45 am but planned on calling back because I need to get this issue resolved like yesterday!

When I got back at 2 pm, I called the toll free customer service line again, was on hold for about 40 minutes (another high volume of calls that day was played on the recording), finally Monica answered (I made sure I wrote her name down!), she proceeded to read the notes that the previous employee jotted down on my account. She apologizes for hanging up on me and so on and so forth. Monica ultimately could not help me after I had explained to her my situation and after she read the notes on my account. She said that she will put me on hold and this time I will not get cut off! After another 20 minutes on hold, a supervisor (Debbie) got on the line, her best line to resolve the situation is that my account will be credited on the 27th! I told her that the local branch in National City told me that my account will be credited on the 25th now it will be delayed for another 2 days! What's the problem?! Why does it take that long to correct your mistake on your system? She could not explain to me who made the mistake ("I don't know who made the mistake, Ma'am, I was not there when you made the deposit!"), she could not explain to me where the missing $6,600 went and how come it was not applied wholely to the principal after I specifically (and the teller did) ask? She apologized profusely (or through her nose, she did not sound like she meant the apology, she was just giving me lip service!), I told her that all the apologies in the world is not helping me any because in the meantime my rate lock is expiring and the rates are currently going up! So with your mistake, I am paying for it?! That does not sound right! She came back with "there is nothing I can do but I can at least put a priority on your account for the whole deposit to be applied by this Friday, Feb 22nd". She even told me to call back! How dare you tell me to call back and be on hold for 45 minutes again, just to see if you corrected your mistake?! I told her that she will have to call me back and tell me that this was corrected. Well, today is Friday, Feb 22nd, 11:51 PST and I haven't had a call back yet. She is supposedly the supervisor of the customer service, she does not seem to know the answers to my questions. I have worked in customer service before and if I did not know the answer to the customer's question, I go and ask someone else (maybe her supervisor?!), someone maybe higher up than her? Did she not think about that? If she is like that with all of the customers that call their customer service toll free line, I would think that WAMu will be having a whole lot of dissatisfied customers because of her! Those executives need to get this in check because I will keep sending out this BAD review until I am fully satisfied that they did what I asked them to do!