Lloyd Watts received a complaint by phone from member Linda Mabry on October 13, 2015 at 10:30 am.
Ms. Mabry wanted to know the status of her home equity application she submitted to Sharon on September 5, 2015. The member stated that she has not been provided any updates and wanted a status of her home equity application from September the 5th. After investigating the compliant, it was discovered that the home equity application was put into the system on 9/9/2015.
The application was not provided to Sherri in the mortgage department until 10/7/2015. When I asked Sharon to explain what happened, her comment was “I guess I misplaced it and came across it when looking for some other paper work”. I asked Sharon, what her current follow up
Ms. Mabry wanted to know the status of her home equity application she submitted to Sharon on September 5, 2015. The member stated that she has not been provided any updates and wanted a status of her home equity application from September the 5th. After investigating the compliant, it was discovered that the home equity application was put into the system on 9/9/2015.
The application was not provided to Sherri in the mortgage department until 10/7/2015. When I asked Sharon to explain what happened, her comment was “I guess I misplaced it and came across it when looking for some other paper work”. I asked Sharon, what her current follow up