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  • #1

    Was this wrong to say?

    A few days ago I get a call from our insurance department. The rep says a third party is waiting to be conferenced in regarding their clients escrow account, and after the required identification they are brought on the line. It turned out that their client (a mortgage customer of ours) was supposed to have both property taxes and insurance escrowed, but someone messed up and only taxes were listed for payment, meaning for the first year of the loan they were being charged for both but we only paid the taxes. The customer wound up having to pay for the insurance, which is what spurred the call in the first place.

    The customer got an "overage" refund because of this mistake, and when the escrow was re-analyzed to see what was going to be collected and paid for the next 12 months. The amount was only to pay for the taxes - they had been paying about $330 a month for "both" and now the amount for "just" the taxes was $286 / month. The third party insisted that we reinstate the insurance in escrow, but that we not charge the customer for it.



    I replied "Ma'am, I understand that we made a mistake, but we have to increase the escrow payment to collect for the insurance. Right now the $286 is for taxes alone."

    Her: "That's not my client's fault! You made the mistake!"
    Me: "Yes ma'am I agree with you on that. But we can't *not charge* for insurance, we have to collect enough to pay for it."

    Here's where the title of the thread comes in.

    Her: "You made the mistake! You are NOT going to increase her payment because of YOUR mistake!!"
    Me: "Ma'am, you can't have your cake and eat it too!!"
    Her: "What kind of an answer is that!?! Are you really a representative of the bank??"
    Me: "It's an accurate statement, ma'am! You want something without having to pay for it!!"

    Was I wrong to say that?
    Testing
    "I saw a flock of moosen! There were many of 'em. Many much moosen. Out in the woods- in the woodes- in the woodsen. The meese want the food. The food is to eatenesen."
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  • #2
    Probably. With a phrase like that it's pretty clear to them that you're mocking them. (Even if that wasn't what you were trying to do)

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    • #3
      Were you wrong to say it? No, but.....

      You probably should not have said it like that. These people were obviously humorous money-grubbing greedy entitlement whores, and as such, you should have just spoken very professionally and not made the snarky cake comment. I AGREE with you, just think you could have handled it better.

      There's my two beers worth. (I'm done dealing with pennies.)

      "The Customer Is Always Right...But The Bartender Decides Who Is       Still A Customer."

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      • #4
        Agreed (or not - depending on who you read :P)

        Yep - 'wrong' thing to say - though right sort of thing to say. Perhaps just a better turn of phrase, tis all...

        my 2..<insert appropriate currency> worth :P

        Slyt
        When I said "From my research", what I actually meant to say was "Made shit up" - from a thottbot thread

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        • #5
          Depends on which statement you mean. The cake statement, yeah - you probably shouldn't have gone there. Athough I was laughing quite heartily.


          But the comment that it's an 'accurate statement and they're trying to get something for nothing' - that was DEAD on. To me, there wasn't anything wrong with saying that part.
          "So, if you wanna put places like that outta business, just stop being so rock-chewingly stupid." ~ Raudf, 9/19/13

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          • #6
            The 'cake' comment does come off as being a bit facetious. Even if it was precisely what they were attempting to do. But I don't see how that could be considered "mocking" them.

            Also, were they getting the insurance they weren't paying for prior to that point? Seems to be not having had to pay for insurance earlier makes up for the mistake.

            ^-.-^
            Faith is about what you do. It's about aspiring to be better and nobler and kinder than you are. It's about making sacrifices for the good of others. - Dresden

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            • #7
              Quoth Andara Bledin View Post
              Also, were they getting the insurance they weren't paying for prior to that point? Seems to be not having had to pay for insurance earlier makes up for the mistake.

              ^-.-^
              From what I read, the customer ended up paying twice for the insurance, but got a refund from the OP's company for the mistake, meaning they only paid once in the end.

              Anyway, that exact cake comment wasn't very diplomatic, though something similar in nature did need to be said.
              Ba'al: I'm a god. Gods are all-knowing.

              http://unrelatedcaptions.com/45147

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              • #8
                Well maybe mocking was the wrong word for it, but it wasn't exactly professional either. XP

                I'd say it's like telling a customer to "suck it up and deal". XD
                Last edited by Chazzie; 03-09-2008, 12:15 AM.

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                • #9
                  I do not think you said anything wrong. You obviously had to put it in terms that EW's can understand.
                  I don't have an anger problem! I have an idiot problem!-Hank Hill

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