Long tweet thread, please share
A lot of you have been asking me my opinion about Bank of America's plan to "pause" mortgage and other loan payments.
It's a good idea.. In theory, but I'm not holding my breath. I think a lot of people will get screwed still. Here's why. 1/
Forbes magazine mentions about mortgages that "mortgage holders will need to request" and it's a case by case basis.
That's crazy
So there are millions of home loans through Bank of America, but let's say 1 million people ask for help.
Associates will be overwhelmed 2/
You can't expect Bank of America to case by case churn out a million people's requests by the time the next mortgage payment may be due by April 1. If there's 10,000 employees taking requests on 1 million people, how long are they going to take per case to make the decision? 3/
Makes me believe they are going to prioritize wealthier clients first or clients with more potential.. so what about the average person who needs help? I feel they will get a five minute "no we can't" 4/
Look at the press release.. CAN REQUEST
WHY THE HELL DOES IT NEED TO BE REQUESTED? YOU KNOW SOME PEOPLE ARE TOO PROUD TO ASK FOR HELP!!!
Just have a blanket suspension and keep those lines free for actual help of customers. Customer Service on the phone will be a mess 5/
Also... Let's talk about it. Consumer and Small Business customers "CAN REQUEST" fees to be refunded.
Not Automatically get them refunded.
Can REQUEST fees.
I can request that I can take @BebeRexha on a date, but that doesn't mean it's a YES Automatically. Waive the fees! 6/
Frankly, a lot of you don't know that the people who will get declined will be told no by a call center employee that doesn't even work for BANK OF AMERICA 7/
Btw, let's talk about safety.
4300 branches and only 400 Drive ups? Only about ten percent of branches have drive ups!
Used to be maybe half. Your decision to make people go in to sell them shit is causing people to stand in lines potentially infecting others 8/
Of course let's talk about online banking and Erica and all this bullshit.
Can Erica get your fees waived? No! 9/
Oh.. and stop proactively pushing appointments in person. If you want to stay open, fine.. but stop pushing people to go in when it can be done over the phone by branch employees.
Your security policies handcuff employees from doing that 10/
Finally. Yesterday it was an 1-3hr wait to get help. Today likely worse. Think people will hang up and just forget trying to ask for help? I see it.
Fix your crap, Bank of America! 11/11
Share this Scrolly Tale with your friends.
A Scrolly Tale is a new way to read Twitter threads with a more visually immersive experience.
Discover more beautiful Scrolly Tales like this.