Business ProfileforColonial Savings, F.A.

Colonial Mortgage service platform changed. After registering for a new account, I have only been able to successfully log on once, error messages displaying after each subsequent attempt. I have called customer relations at ************* multiple times since 04/08/24 for assistance. Wait times are 1-2 hours; if not hung up on before getting a live person. Multiple agents had me create new passwords & other things to log into my account. One agent helped me close and register for a new account with the same messages. 04/22/24, I emailed a supervisor, who reportedly told her agent that I could provide a summary of my attempts & include screenshots. I have not had a response to my email. 4/26/24, I was provided another email address to send the information, also no response. Although I asked agents to transfer me to their supervisor, there was never a supervisor who would take my call, leaving no way to escalate. The most recent call I made was, 05/20/24, where agent ***** chatted with her supervisor, who stated she could not take my call but offered to have ***** send me her voicemail and then call me later. I left a voicemail on *********************' voicemail. However, this supervisor has yet to answer the email I sent her on 04/22/24. I did not receive a return call to the voicemail left for *********************. I have called multiple times a week, over several weeks, to have them process my payment without incurring the additional fee of paying my monthly mortgage over the phone due to the website issues. Calls beyond the automated report of the current balance and next payment due date have not been picked up, with hold times of more than 1-2 hours typically ending in a hang-up. It is unacceptable to have a customer who is trying to pay their ********************** on time be unable to access the online platform as they have the last six years, spend excess hours on hold during workdays, and leave the phone payment with an additional fee as the only avenue to pay their mortgage on time.