Now Jackie Ramos, 26, knows what it’s like on the other side of the phone.Ramos became famous 3 years ago when she told the story of how she believed she was fired from her job in the collections department at Bank of America for helping people restructure their debt. Yesterday, she released another video because the bank is putting her house in foreclosure after denying her claim for mortgage insurance.
Ramos didn’t release the new video because she was surprised, quite the contrary. As a part of Bank of America’s collections department, she claims she saw this kind of behaviour from the bank all the time.
“They would tell me, Bank of America is a for profit company and we can’t be if we return late fees to customers — we can’t be if we don’t charge customers to make payments over the phone.”
Ever since she explained that on YouTube, Ramos’ inbox has been full of messages from other Bank of America customers. They tell her, “I’m with a credit union now, thanks for letting us know what goes on behind closed doors.” Sometimes people tell her about how the bank changed dates on their credit card statements, or ask her questions about the foreclosure process.
It’s a process she knows well now. After her son’s father, Tim, committed suicide, Ramos says Bank of America refused to pay out the insurance on her mortgage — insurance she and Tim had never requested in the first place. They eventually decided to keep it when it appeared on their Bank of America statement, and paid into it for 2 years..
“I went through this with Tim for two years and we never got the same answer from them (Bank of America)… He felt bullied into keeping it as if no one gave him a choice. When he died I figured they would say ‘there’s a beneficiary, you’re it.’ Instead I got: ‘Are you married? Are you the executor of his estate?'”
Weeks later the banks said there was no insurance at all, “but it showed up on my tax paperwork!” Ramos exclaimed.
Now Ramos has to go to probate court to prove that she is the executor of Tim’s estate. But in the meantime, Bank of America has put her house in foreclosure. Unfortunately, the foreclosure process moves faster than probate court so she may run out of time to save her house.
When Business Insider told Ramos that Bank of America was trying to change its business and its image, she wasn’t convinced (to say the least).
“We need more oversight on banks,” she said. “I understand that Bank of America needs to raise money…but half of Americans have some kind of relationship with Bank of America whether it’s a home loan or college loan. I guess that’s why I’m so hard on them. We’re not talking about account errors or numbers, we’re talking about people.”
In case you missed it, you can watch Ramos’ latest video below: