Beverly P.

Messages sent through their website receive cookie-cutter responses, and then they block you from replying to the message. If you have more questions, or your questions weren't answered, you have to send a NEW message. Chat rarely ever works, phone calls mean you'd better have hours to sit on hold. Last November, they did a "system update" which messed up many many clients' payment information (as per a CSR)- it removed the last number from my bank account, and I didn't notice. I paid December mortgage, got an email saying thank you; went to pay January mortgage a month later, imagine my surprise when it said I was in DEFAULT and owed two payments! I thought well maybe I just dreamed I made the Dec. Payment, so I paid it again with a credit card. I then paid my January payment a week later with my checking account, got an email saying thank you. Went back a few days later when it hadn't come out of my checking account, only to see that it had been "reversed". Huh? Finally reached someone in chat, and was told that oh dear, something went wrong and it didn't go through. It happened again TWO MORE TIMES! After sitting on hold for HOURS, I was finally able to get through to an actual human who told me about the "system update" and said something was wrong with my bank account number. I checked it and realized the system update had removed the last number! Ok, but why wasn't I TOLD that my payments didn't go through? They are quick to email you when you make a payment, but if there's a problem with it, you will NOT be notified. In the meantime, my credit shows that I defaulted!