Total Amount in Dispute:
$3,197.00
Total Amount Settled:
$0.00
Complaint Experience
67%
Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Complainants allege a variety of mortgage-related issues. Consumers state that the company provides poor customer service and poor communication regarding requested or pending loan modifications. Some customers complain about receiving payment reminder calls for mortgage payments that are not overdue. Other consumers indicate that the company does not honor the figures of loan solicitations or changes payments or terms on existing loans without reason or notification.~~The company responds to complaints by explaining delays in loan modifications or why complainants do not qualify. In regards to calls for payment the company responses indicate the reasons why calls are being made. The company also explains that changes in payments or agreements are made according to the terms of contracts.
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