ABN AMRO

ABN AMRO

I have written ABN AMRO several letters, and have gotten no helpful response from them. Read on… their customer service representative has even refused to give us the name of their CEO. January 5, 2005 To whom it may concern: I am writing yet again, on behalf of my parents, Ernesto and Jolynne Perez. On Saturday, June 5, 2004 at around 3:45pm, my family had a house fire. ABN AMRO Mortgage is their mortgage company, as well as my own. Fortunately, no family members were killed. I just wanted to add that, because not one representative from your company has asked my family if everyone is all right. However, my brother lost his cat, my sister lost her fish, and my family lost their home. They lost personal items: like pictures, letters, and other items that can never be replaced. The day of the fire we were unable to get in contact with anyone from ABN AMRO Mortgage.

Your 24hour phone service was useless, because you can not get in contact with an actual person, and it tells you to call back Monday through Friday then hangs up on you. We tried several other numbers from my mothers paperwork, but were unsuccessful in reaching anyone. We did leave several voice mail messages. We also reached a psychic hotline from one of the numbers. I also tried your website but it was down. I find it hard to believe that with a company as important as a mortgage company there is no emergency number to reach in a case like this. Furthermore, once we did finally reach an actual person all of the ABN AMRO Mortgage representatives we talked to were very rude and not helpful at all.

They could give my mother no information. They told her that they did not know who her insurance was through. That is unacceptable considering she got her insurance through ABN AMRO, and eventually found that ABN AMRO, ZC Sterling, and Zurich North America are all linked in some mysterious way. I found her insurance policy number on the mortgage.com website, but no ABN AMRO Mortgage representative could. That makes no sense to me. I think it might be time you finally overhaul your computer system. As well as my parents, I have often found problems with your phone, computer, and customer service systems. It may be very beneficial to your company to send your customer service representatives to classes on how to talk to CUSTOMERS. Every time one of us calls, your representatives can never find an answer for us other than they do not know, or can not give that information out. My mother asked who the CEO of ABN AMRO was, and the customer service representative told her that she could not give that information out.

This sounds a little ignorant to me. My family has been out of their home for seven months now, and your company is going to make them wait longer because they are obviously very unorganized. The insurance company Zurich North America/ZC Sterling (I still have never gotten a straight answer as to which company really represents my family), told my mother they would send her a check with her name on it to continue to fix her home. However, they sent it to ABN AMRO instead. When my mother called your company to inquire about the check, she was told that ABN AMRO could not tell her when the funds would be dispersed. Therefore, my family has now lost just about everything they own because of your company’s negligence, and will not be back in their home anytime soon. They are still paying their mortgage as well as rent at the place they are staying now. How unfair that you can make them wait even longer, and after all, of the problems we have all already had with you.

Although, from dealing with your company personally I have found ABN AMRO Mortgage makes many mistakes and has very poor communication. I want someone from your company to help my parents, instead of treating them without compassion. If your house burned down wouldn't you expect more from your mortgage company? I will contact whoever it takes to help my family in this situation. No one from ABN AMRO Mortgage, or Zurich North America have been helpful; and as for your customer service representatives I think it is just a waste of time to talk to someone who only answers “I don’t know”, and will not give their or company names out. You have a very shady business running her. My family has no home to live in and your company keeps stringing them along. I bet none of your employees would want to be without a home for seven months and still pay for it. It is very obvious that Integrity, Teamwork, Respect, and Professionalism mean very little to you and your corporation. Yours in good health, Contessa P Click this link to e-mail the above consumer: Email User Consumer