Propublica:
Interviews with former bank employees provide a window into the bank’s call centers. One employee told the Nevada Attorney General’s office, “I felt like I was always lying to borrowers [8],”
saying they were told to mislead homeowners about the status of their applications. The employee complained to a supervisor, and says of what happened next: “Her instructions in response were just to give the borrowers their status and to tell them that they are ‘in the process,’ in spite of the fact that the computer showed that nothing was happening.”
Interviews with former bank employees provide a window into the bank’s call centers. One employee told the Nevada Attorney General’s office, “I felt like I was always lying to borrowers [8],”
saying they were told to mislead homeowners about the status of their applications. The employee complained to a supervisor, and says of what happened next: “Her instructions in response were just to give the borrowers their status and to tell them that they are ‘in the process,’ in spite of the fact that the computer showed that nothing was happening.”
Other employees bemoaned [9] the poor training Bank of America provided its staff. One said, “The main point of the training is to teach us how to get customers off the phone in less than ten minutes [10].” Another said, “Nobody at BOA seems to care [11] what we actually say to the borrower, as long as we get them off the phone.”
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