BankofAmerica might have a soul

I've been struggling with my mortgage.

Like many, the bottom fell out of the market here, and I went "underwater".  The payments for my home, which is a small townhouse, became onerous.

I tried reaching BankofAmerica by phone, but 3 "customer service reps" at the call center turned out to be not helpful.

Neither were the ten or more Federal Express packets I kept getting, all asking for the same information, and all generating no action other than yet another "customer service rep" assigned to help me, or yet another Federal Express packet.

The Federal Express and other mail packets were truly, truly ridiculous.

Then I got an email encouraging me to go to an event they were having in Albuquerque, which is about 55 miles south.

I was cranky about it, but I made the appointment, and I went.

And boy-o-boy, am I glad I did!

I had to go twice, but part of that was my fault; I didn't have all my financial information collated properly.

Other than that, the experience was stellar.  First an orientation, then a meeting with a budget counselor, then a meeting with a home loan specialist.  In between all these meetings, there was pleasant staff to conduct me from place to place, or to answer questions.  Literally, I think they would have held my hand if I'd asked them to - they were that nice.  They had two pleasant waiting areas set up, coffee - they were showing Disney films in one room.  I had to go and do some work; so I ended up in the hotel lobby, but the BofA staff took my cell number and called me when they were ready for me.

There was some waiting.  I taught myself two crochet stitches (more about that later!) while I was waiting, in addition to doing my job in the lobby.

But when I left, I was finally hopeful that my home was secure.  I am self-employed, so the paperwork was a little bit more complicated.  But I am fortunate - there was one woman who had no income at all; I could hear her tell her story as she met with someone behind me.  There was nothing they could do for her.  The family that came in during orientation with the toddlers broke my heart.

The staff helped me fill out the paperwork, made it official and complete, told me what else I needed to bring, and then delivered my paperwork directly to an underwriter who could decide whether I was eligible for help or not while I waited.

I am eligible, and they have since followed through.  My mortgage should be modified successfully.  I won't have to move - crucial, since it is not just my home, but also my place of business.

Whoever it is who set up this event - a vice-president?  Whoever it is did an EXCELLENT job!  It was streamlined, it was cohesive.  Every staff member was pleasant and helpful. The process was very clearly thought through, very clearly articulated, and someone paid attention to all the details.

The staff was great.  They helped people.  They wanted to help people.  They were trained to help people, and it seemed like it was important to them.  They helped me, a lot.

Before I went, after all the phone calls and those stupid packets, I was thinking, "I will never do business with BankofAmerica again."  Now, I will be happy to do business with them.

Someone, high up in charge at BankofAmerica made this a priority, spent the money, designed this program, flew in a bunch of specialists from out-of-state, and kept them focused on the goal.

In the process, s/he/they remembered the humanity involved, and generated some very good karma for themselves.

I heartily say "Thank you!"

Seriously, if you or someone you know needs help, click this link and GO:

http://homeloanhelp.bankofamerica.com/en/events.html

Ok.  Back to work!

--------