Bank of America is defending itself after a former employee criticized the company’s call center policies. The woman said, when she worked in the call center, bank policy allowed her only three attempts to notify loan modification applicants of key paperwork they needed to take care of.

The woman said she worked at the Bank of America call center in Tempe in December, calling homeowners to schedule notary service and finish up modification paperwork. But she says she quit in disgust over policies. “You get three attempts and that is it– whether your phone’s busy, left a message, no answer. That’s three attempts,” she said. “After three attempts the file gets closed.”

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