GMAC "Customer Care"
Written: Aug 22 '07
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Pros: Can't think of any.
Cons: Ineffectual and rude customer service whose motto must be "the company is always right."
The Bottom Line: Do not use this company. It does not communicate with customers and is quick to blame them.
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| cptzero's Full Review: GMAC Mortgage |
We have been long time customers of GMAC Mortgage and everything was fine until a bank error caused us to deal with their "customer care" unit. I don't recall ever being late with a monthly payment during years of association.
The problem started when GMAC's bank, JP Morgan, double posted our March payment against our bank account. Our bank debited our account twice, but then upon review realized that the two debits were for the same check and reversed one of them. Our account remained debited for the first posting as the funds had twice been transferred to JP Morgan for GMAC's account. JP Morgan apparently didn't realize that it had made an error and informed GMAC that our mortgage payment had been reversed.
We have had numerous conversations with GMAC's customer care unit and sent them two letters with copies of our bank statement and the returned paid substitute check, all to no avail. They never answered the letters and "customer care" apparently has no record of them. We also faxed these same documents to "customer care", when requested, and they have no records of this either. We had a three way conference call between myself, a customer care supervisor and my bank wherein my bank confirmed that JP Morgan had made an error in double posting against our account. The supervisor promised to straighten out our GMAC account but did nothing. It's been six months of frustration in dealing with this "store front" operation that I am convinced does not really exist. Customer care personnel provide only a first name and employee number but I've never been ablt to speak to the same person twice. Once I was given a telephone extension by a "supervisor" but was told the person probably couldn't be reached there most of the time. She was right. Every month I receive a recorded phone call from GMAC telling me that it is urgent that we call them back at a general number. This is just harassment because they have failed to correct our record and the whole mess starts over again at zero. They say our payments are late (we continue to make on time payments but since they say March was never made we appear to be a month behind and they tack on late fees.) I was finally given a number for a customer advocacy unit one day when I accidentally got in touch, at the general number, with a person in their litigation office. However, the customer advocacy person assigned called back to say that she had contacted our bank and determined that GMAC's records were correct. When I asked who she had spoken to she said she didn't know but insisted that our bank agreed with GMAC. I know this is not true because I have been dealing with the office in our bank that returned the erroneously posted check. A call to them confirmed that they were still attempting to get JP Morgan bank to credit GMAC's account for the March payment.
As far as I am concerned, dealing with GMAC on loan issues like this is a nightmare. In sixty years I've never been so frustrated by this kind of incompetence, not to mention rudeness and ineffectual service. If the customer service unit has anything to do with this company's reputation, GMAC is in serious trouble. I just can't understand how a company with GMAC's former good reputation could allow it's customer relations to deteriorate to this point.
Recommended:
No
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Epinions.com ID:
cptzero
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Reviews written: 1
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