I closed on my house refinance in December after a three-and-a-half-month process. It was supposed to take about a month or so. But due to low interest rates, Wells Fargo received a huge volume of refinance applications, which meant a long delay in the closing process. I didn't mind that as much. What I did mind was the lack of communication and response whenever I called or emailed to inquire about the status of my application.
It was rather frustrating and by the end of the process, I was put off by my mortgage company. My mortgage consultant apologized and then told me I would be getting a satisfaction survey to critique the process. Oh, and she would be compensated based on the survey. Great. While I waited for the survey to come, I wrestled with what it meant to be gracious while also being honest in a way that would help Wells Fargo improve their process.
Weeks passed and no survey. Then last week, my postman Charles delivered my mail along with a small package from Omaha Steaks. I opened it to find the above gift certificate, seasoning and an apology from Wells Fargo. Alright! Now, we're talking.
I ordered my yummy goodies over the weekend and on Tuesday morning, received confirmation from Omaha Steaks that my package had shipped. About two hours later, I received the Wells Fargo survey in my inbox. Sneaky, sneaky!
I have to give Wells Fargo credit for backing up their apology with something tangible -- and for trying to secure my goodwill with food.
I came home tonight and found this happiness on my porch: