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Note to GMAC Mortgage: Go To Hell

So in conjunction with digitizing all my "Earth Class Mail," I’ve been going around and registering with all of my vendors that have online capability, as more and more companies are providing the ability to view monthly statements online. This will reduce the amount of physical mail I get, and in many cases I can pay the bill online with a stored debit card, and it’s just a few clicks. Otherwise, I pay via my own online banking (I’ve used online bill pay since 1992 or ’93).

I’ve got two loans that were purchased by GMAC Mortgage. At some point last year I registered on their site with my standard username I use everywhere. Apparently, due to lack of continued use it was placed in an inactive status. So, naturally, once I want use their online features again, I have them reactivate the account. Oh, no. Can’t do that. You must re-register anew. And guess what other "service" they provide? You get to have an all new username; that is, you must choose a new username.

So I wrote them, and of course the first response I get back is that I have to pick a new username because the one I want is already taken by someone else. I had to write back requesting that they forward my ticket to someone with the time, ability, and inclination to actually read my ticket and understand the issue. Here’s what I get in round two:

Dear Customer,

Please accept our apology for the delay in our response.

In response to your inquiry, you must choose a different username to use online.  The username ****** has been used by yourself once.  A username is not able to be used more than one time on our system, by the same user or another customer.  We are unable to move this username to active status for you.

For your protection, we have removed your name, account number, address and phone number from your original inquiry.  If you have any further questions, please contact us through our Web site at…

My response:

That’s stupid, since it’s my username in the first place; so I’m not interested in your online services. Just continue to mail my two statements every month. I would be interested in receiving my statements via your web interface, as well as making payment online, but only with my commonly used username of ****** that I use virtually everywhere.

And here’s another thing: don’t tell me you’re "unable." That’s bullshit. It’s an outright lie. You simply won’t do it for a customer, so you can all go to hell, as far as I’m concerned.

And here’s another another thing: Note to GMAC Mortgage: Go To Hell.

Richard Nikoley

Richard Nikoley

I'm Richard Nikoley. Free The Animal began in 2003 and as of 2021, contains 5,000 posts. I blog what I wish...from health, diet, and food to travel and lifestyle; to politics, social antagonism, expat-living location and time independent—while you sleep—income. I celebrate the audacity and hubris to live by your own exclusive authority and take your own chances. Read More

3 Comments

  1. Kyle Bennett on March 21, 2008 at 12:47

    Rich,

    It could be a security issue. One big hole at a lot of places is stale usernames that remain active. That's one of the things Kerviel at SocGen exploited to lose several billion dollars. Having you reactivate your own name might not be a security hole, but then it might be – I'm no expert in security. Could be that it is a potential exploit, or it could just be a better safe than sorry thing.

    Or they could just be lazy assholes. I know you want to have the same username/password everywhere, since it's almost impossible to remember all of them if they are different, but that is also a serious security problem, since if someone breaks one account, they have all your accounts. But don't look at me, I do the same thing.

    Account name/password management is becoming a really serious problem that needs a solution. The password protected password store in Firefox is a useful start, as is the Mac keychain (which I haven't used yet), but those only move the problem, not solve it.

    Sara, you'd think that all they'd have to do to confirm would be to call your number and ask you. It shouldn't be that hard – it could even be automated.

  2. Richard Nikoley on March 21, 2008 at 13:54

    Yea, Kyle, I figured it was a security issue. However, all they need do is tell me that I need to call in in order to reactivate it. Once they verify my identity, there's simply no reason they ought not be able to do it.

    These are both huge loans. We're talking several thousand dollars in interest payments per month.

  3. Pal2Pal (Sara) on March 21, 2008 at 12:05

    It is maddening.

    I'm saying the same thing about Vonage today.

    A week ago Thursday I received an email from Vonage saying they were sorry to lose me as a valued customer and that MY request for cancellation of services had been taken care of.

    I NEVER requested cancellation of services. I've used Vonage for 4 years, pay by automatic bill pay and my account was paid in advance a month.

    It has been a horrible nightmare. Not only did I have no home phone number, I found out that it was impossible to stop this cancellation. I was informed that my number had been transfered to a company called T-Mobile. I'd never heard of T-Mobile, although my son informed me they are a cell phone company. I've been with Verizon for 12 years and have had the same cell phone number all that time.

    I was told I would have to "sign up" again and they would be happy to assign me a NEW Vonage number. I did not and do not want a new number, I want my own number back. A number that is printed on checks, business cards and that all my vendors and credit card companies have on record, not to mention all my friends and family.

    After being transferred to no less than seven different techs and customer service reps, they said they would investigate and get back to me. Several days passed without hearing from them and then I got an email telling me "welcome aboard" Vonage, included a NEW Vonage number and an invoice for over $200 for equipment and set up. To say I went ballistic would be a massive understatement. I finally threatened legal action.

    As of today, I am informed that my number has been transferred back from T-Mobile and that the invoice has been reduced to $9.95. However, my service is still not restored and when I call for status, I'm told the NEW number, which is really my old number, has not resolved yet. They calling it "slamming," but no one at Vonage can explain why their business practices are so lax that they will give away a "valued customer's" phone number without any confirmation from the "valued customer" herself. Not only can they not tell me, they seem perturbed at the idea that I should even want to know. The general attitude is "sh!t happens."

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