ComplaintsforColonial Savings, F.A.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.

  

  Business response

  06/03/2024

  We have received your most recent correspondence in our office on May 21, 2024. After reviewing the account, we have prepared the following response.
  
  Colonial completed a system conversion and introduced a new online mortgage servicing platform for customers in April 2024, which temporarily increased the number of calls and longer wait times for borrowers. Colonial values the time of its borrowers and aims to provide exceptional customer service. We apologize for any inconvenience this may have caused **********************.
  
  Our records indicate ********************** had multiple interactions with Colonial in April and May. Our representatives encountered difficulties in assisting with the login issues that the borrower was experiencing. We acknowledge that ********************* sent emails on April 22, 2024 and April 26, 2024, and a response was not provided. However, a supervisor attempted to contact ********************** on May 22, 2024 but was unable to reach her at that time. We apologize for the delayed response and any frustration this may have caused the borrower.
  
  Payments were processed over the phone on April 26, 2024, and May 30, 2024, at no charge to **********************. On May 31, 2024, we spoke to ********************** and confirmed that she was able to successfully log into the website.
  
  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT, at **************.
  
  Sincerely,
  Customer Advocacy Team

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On going I have a mortgage with them. I pay a monthly payment payment is do the 1st of rach month.I have a 15 day window to pay my monthly payment.Just like the mortgage I had at ***** fargo with no problems if I was in that 15 day payment.I pay by snail mail with a check.Calonial savings keeps putting late fees in my statements and saying I owe like 4 ****** like I'm that far back in missed payment IM NOT. I have proof.They keep adding more every month and im not late.The latest iv been is the 14th of the month mabey once.Please help me I work hard for that money and I want this to stop.

  

  Business response

  06/03/2024

  We have received your most recent correspondence in our office on May 20, 2024. After reviewing the account, we have prepared the following response.
  
  ********************* payments are due on the first day of the month, and there is a 15-day grace ******* Payments received after the 16th day of the month are assessed a late charge of $61.00.
  
  Billing statements for the following month are generated based on the date the current months payment is received. If the current month's payment is not received,billing statements are generated no later than the 17th of the month.
  
  On May 16, 2024, Colonial generated Ms. ******** June 2024 billing statement. As the May 2024 payment had not been received, the total amount due was $4,006.74.This amount included the May 2024 payment ($1,730.26), the June 2024 payment ($1,730.26), and outstanding late charges ($546.22). On May 17, 2024, the May 2024 payment was received, and an updated June 2024 billing statement was issued. We have enclosed copies for your review.
  
  As of the date of this letter, the total amount due on the account is ************** includes the June 2024 payment ($1,730.26) and outstanding late charges ($546.22).
  
  ***************** mentioned in her complaint that her payments are sent monthly via standard mail. Please note that standard mail does not guarantee delivery dates or provide tracking. If ****************** wishes to continue using mail as a payment option, we recommend using a method with guaranteed delivery dates or tracking.Alternatively, we recommend using our online payment system for one-time or recurring payments. The borrower can log on to www.ServiceHomeLoan.com to use or enroll in those payment options.
  
  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT, at **************.
  
  Sincerely,
  Customer Advocacy Team

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This bank currently is my mortgage holder. They switched to a new payment system on 4/1/24. Ever since then I have had issues with creating an account online to make payments for my mortgage. My wife usually makes the payments from her account and has since 7/2019 when we obtain the mortgage to purchase this home. We have NEVER been late before and never will because owning a home is a top priority for me and my family. I have 2 little ones at home. Today my wife had informed me that Colonial keeps returning our payment because my wife is not on the loan. She logs into our account and pays with our bank account. The same one that has always been used to make payments. Today we also seen that there is a $31.26 late fee on the account. This needs to be waived as well as this needs to be removed off of my credit report if they report it as being late. We called the bank where we make the payment from which is Navy Federal ********************* They have advised the money is being returned by Colonial the mortgage company. The money is in my bank account and they keep rejecting our payment. This is literally the worst mortgage company I have had experience with. As well as many of my family members.Accept my payment, remove the late fee and remove the late report off of my credit report.

  

  Business response

  06/03/2024

  Colonial recently completed a system conversion and introduced a new online mortgage servicing customer-facing platform in ***** 2024. To register on the platform, borrowers must provide their last name, social security number, and property zip code.The borrowers listed on the account are **************************** and *******************************.
  
  Our records indicate that ******************************* successfully registered his account on the new servicing platform using his name and social security number on ***** 10, 2024. When a payment source is added, the website automatically defaults the name on the bank account to the name of the registered borrower. Our records currently show a checking account linked to *********************************** online account. There is no record of *********************** registering his account.
  
  The ***** 2024 payment was scheduled on ***** 10, 2024, via servicehomeloan.com with routing number ********* and a ********************** account ending in 8079. Unfortunately, the payment was returned unpaid on ***** 16, 2024, as the account was unable to be located.However, on ***** 19, 2024, a replacement payment was scheduled via servicehomeloan.com with routing number ********* and a checking account ending in 8576 and was successfully processed. No Late fee was assessed for ***** 2024,and no negative credit reporting occurred.
  
  We received the May 2024 payment on May 17, 2024, and a late fee of $31.26 was assessed. However, Colonial waived this fee on May 28, 2024, as a one-time courtesy to the borrower.
  
  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT, at **************.
  

  Sincerely,
  Customer Advocacy Team

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we got our home loan with Colonial Mortage we asked for a monthly coupon book. They told us, "We don't do that. We'll send you monthly invoices." Now, on three separate occasions, they mailed us invoices AFTER the payment due date. Then, they REFUSED to waive the $200 late charge. We have addressed this issue with them on multiple occasions and they continue to mail out their invoices AFTER the due date. This illustrates that they are intentionally trying to scam customers and are using these late fees as an unethical and fraudulent additional revenue stream for their company. This practice is unfair, illegal, and unprofessional. They should be prohibited from charging late fees until they can ensure their invoices will be received by the customer in sufficient time to pay. They should also be forced to refund all late charges that they fraudulently generated by this unethical practice.

  

  Business response

  05/21/2024

  We have received your most recent correspondence in our office on May 7, 2024. After reviewing the account, we have prepared the following response.
  
  Billing statements for the following month are generated based on the date the current months payment is received. If the current month's payment is not received, billing statements are generated no later than the 17th of the month.
  
  Our records reflect that the billing statement for November 2022 was issued on October 12, 2022, and payment was received on November 17, 2022. The billing statement for January 2023 was generated on December 6, 2022, and payment was received on February 6, 2023.Lastly, the November 2023 billing statement was issued on October 2, 2023, and payment was received on December 1, 2023.
  
  The borrower was charged a late fee of $121.73 and reported as 30 days past due to the credit reporting agencies for January 2023 and November 2023. In addition, past-due notices were mailed on January 17, 2023, and November 17, 2023. We have included copies of the correspondence and a payment history for your review.
  
  As a courtesy, Colonial waived a late fee of $121.73 on November 29, 2022. However, Colonial declines Mr.Keltners request to waive additional late fees. According to the Fair Credit Reporting Act (FCRA) guidelines, we are required to report accurate information.Therefore, we cannot process Mr. ******** request for a courtesy credit correction for January 2023 and November 2023.
  
  We highly recommend utilizing our user-friendly online payment system to ensure prompt payments and avoid any potential late fees. This system allows for both one-time and recurring payments. The borrower can easily enroll or log on to www.ServiceHomeLoan.com to access these convenient payment options.
  
  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT, at **************.

  Customer response

  05/22/2024

  Complaint: 21675450
  
  I am rejecting this response because:
  Their records are totally incorrect! They must have merged information from a different customer since none of their findings corresponds to our account. We received our May 2024 invoice on Saturday May 4 showing a due date of May 1. This was the same case on no less than 2 previous occasions. It is obvious that they are fraudulently sending invoices late with the specific intent to generate late fees. I will take BBBs suggestion to take this to the media so other victims of this scam can know they are not alone. My lawyer also suggested I should file a complaint with the ** state attorney general as well as with the banking regulatory agency. The solution is very simple if they want to be paid on time Colonial needs to ensure invoices are received by the customer before the due date!
  Regards,
  
  *************************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on a house Friday, April 26th and wires were funded Monday, April 29th with the amount stipulated per the payoff document that Colonial provided with estimated escrows through May 9th. I called to confirm receipt of wire and payoff status on Monday 29th and was unable to speak with someone that day due to their seemingly ongoing problems with their call system. I tried again the morning of Tuesday the 30th and still could not get a hold of anyone. I contacted a local branch and the person I spoke with told me they did not have any capability to service loans from a branch. I followed up that afternoon with one last call to mortgage services and again could not get someone on the phone. I confirmed with my mortgage broker on April 30th and escrow officer on May 1st that since the loan was paid off I should not have a May 1 autopayment deducted from my account, but on the morning of May 1 at about 10:00 am I saw the payment was auto drafted from my account. I called the ********************** services number again and within 15 to 20 minutes remarkably had someone answer the phone, previous calling efforts had me waiting for up to 45 minutes before I gave up. On the phone they were unable to confirm why the payment was deducted and provided little comfort that they could return the money quickly. This person didn't seem to have any understanding of what was happening or how to correct it. I called my bank afterwards and was unable to put a stop on the pending draft from my bank's side so opted to file a fraud claim with my banking institution since it appears that Colonial has a terrible track record of costing customer's real dollars. I still do not know why they failed to process a loan payoff upon receipt and have no clarity as to when they will return the money that was stolen from me this morning.

  

  Business response

  05/15/2024

  We have received your recent correspondence in our office on *** 2, 2024. It is our goal to provide excellent customer service, and we sincerely apologize that our service did not meet ******************** expectations. After reviewing the account, we have prepared the following response.
  
  Our records indicate that ***************** was previously enrolled in a recurring monthly draft, with payments being drafted on the 1st of each month. Payment requests are sent to the borrower's financial institution two business days before the draft occurs.Therefore, any changes to the drafting plan must be made at least two business days before the next scheduled payment.
  
  Colonial received payoff funds via wire on April 30, 2024, at 2:37 p.m., and the loan was paid in full.Although the borrower's mortgage broker and escrow officer advised that *** 1,2024, should not be deducted, Colonial did not receive a request directly from the borrower to cancel the draft.
  
  Since the draft was not canceled by the borrower at least two business days prior to the next draft of *** 1, the payment was processed on *** 1, 2024, for $5,019.48. When the payoff was received on April 30, 2024, the payment was already in process with ******************* financial institution and could not be stopped. On *** 6, 2024, the payment was returned unpaid by the borrower's financial institution and reversed from the account. We have enclosed a payment history for your review.
  
  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 a.m. to 5:00 p.m. CT, at **************.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They changed their online portal then charged me late fees for not being able to pay on time. additionally changed my mortgage amount by $300 without notice.

  

  Business response

  05/09/2024

  We have received your recent correspondence in our office on ***** 25, 2024. After reviewing the account, we have prepared the following response.
  
  Our records show that an Escrow Analysis was completed on October 18, 2023. Due to an escrow shortage, ************* payment increased from $1,205.04 to $1,570.05, effective January 1,2024. The enclosed statement was generated on October 18, 2023, and was mailed to the borrower.
  
  ************** made the ***** 2024 payment on ***** 23, 2024. Please note that Colonial has recently undergone a system conversion, and as a result, no late charges were assessed to our borrowers for ***** if payment was received outside the grace ******* We have enclosed a payment history for your review.

  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT, at **************.
  
  Sincerely,
  Customer Advocacy Team

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On the night of 4/4/24 I was working on finishing my taxes for 2023. I realized I was missing my 1098 Mortgage Interest Statement. I never received it in the mail so I went to Colonial's website which had recently been updated and created a new login without difficulty. Per multiple FAQ emails regarding the website update: "Will I still have access to my prior year 1098 tax information? Yes, you will be able to view and download your 1098 statement by clicking on the Documents icon after logging into your account." When I went to the documents tab I was required to create another login and received the message "Your enrollment is pending approval. You will receive an email when your enrollment has been approved." Over the next few days I made multiple attempts to access my documents and continued to receive this message. On 4/8 I got an email stating that they were having a phone outage so I sent a secure message via the website requesting assistance in getting my 1098. On 4/9 I called and after being on hold for 1 hr 44 mins spoke to ****** who said my 1098 would be emailed to me and I would receive it within 24 hours. After I didn't receive it in that time frame I called back on 4/10 and spoke to ****** again after being on hold for 1 hr 55 mins. She said she would try to have it expedited and placed me on hold. After being on hold for another 18 mins the call was disconnected. I called back again and after being on hold for 1 hr 38 mins spoke to a different extremely rude customer service person. She told me there was nothing she could do to help me and that I would hopefully receive it by Friday. I asked what I was supposed to do if I didn't receive it by then, as taxes are due Monday. She told me that that was my problem to deal with and it was my fault because I waited until the last minute to do my taxes and that "You should've done them in February or March." As of Friday 4/12 I have still not received my 1098 and am unable to complete my taxes.

  

  Business response

  04/26/2024

  We have received your most recent correspondence in our office on April 15, 2024. After reviewing the account, we have prepared the following response.
  
  On January 15, 2024, Colonial mailed the 1098 Mortgage Interest Statement for 2023 to *********************************************. However, it was returned undelivered on February 12,2024.
  
  Upon receiving the complaint on April 15, 2024, Colonial emailed a copy of the 1098 Mortgage Interest Statement for 2023 to the email address on file, ************************ also attempted to contact the borrower at ************ and were unable to make contact.
  
  ************** spoke to a representative on April 9, 2024, and April 10, 2024, and requested that the 1098 be emailed. This request was fulfilled on April 16, 2024. Colonial responded to the secure messages the borrower sent on April 8, 2024, and April 10, 2024, on April 18, 2024.
  
  Colonial has recently undergone a system conversion, resulting in a higher than normal volume of calls and longer wait times for borrowers. The primary customer service line, ************,experienced intermittent outages due to an external carrier issue, which was resolved on April 8, 2024. To assist borrowers during the intermittent outages,Colonial created a dedicated phone line, ************, which was communicated on our website and through email.
  
  Colonial acknowledges that the *** email did communicate that the 1098 would be available within the document section of the new servicing platform. Unfortunately, that was not possible.The new servicing platform will only house documents issued to the borrower after April 1, 2024.  
  
  Colonial understands the value of our customers' time and aims to provide excellent customer service. We are working to reduce wait times and assist every caller as efficiently as possible. We apologize for any frustration or inconvenience this may have caused **************.
  
  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT, at **************.
  
  Sincerely,
  
  Customer Advocacy Team

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The company my original home loan was with sold the loan to Colonial Mortgage around 12/2020. The payment portal via Colonial Mortgage's website worked fine up until March of 2024 when they rebuilt their website. Post rebuild, customers had to set up a new account login using their last name, SSN, and loan account number. When I went to set up a new account login per their instructions, it did not recognize my name and SSN but it did recognize my wife's. So I set up an account using her info and then went to set up a payment account to make my monthly payment. Unfortunately, their website only allows accounts with my wife's name on them to pay as her name is hard coded into any and all payment account name fields. I am unable to pay from my personal checking account which I have been doing with this company for the past 3.5 years w/o issue. Emails to their customer service go unanswered. Similarly, calling their customer support line ends up being 1 to 2 hours of hold time. When you do get through to a human, they are unable to help with the issue or they simply disconnect you. Someone needs to hold this company accountable for making it nearly impossible to pay them for your home loan.

  

  Business response

  04/24/2024

  Colonial recently completed a system conversion, resulting in a higher than normal volume of calls and longer wait times for our borrowers. We apologize for any inconvenience this may have caused and are working diligently to reduce wait times and efficiently assist every caller. We understand the value of our customers' time and strive to provide excellent customer service.

  ********************** also launched a new mortgage servicing platform at that time, which experienced a technical issue where it recognized only the primary borrower information when registering an account. Please note that this issue has been resolved, and **************** successfully registered his account on the new servicing platform using his name and social security number on April 15,2024. When a payment source is added, the website will automatically default the name on the bank account to the name of the borrower under whom the registration is under. Our records currently show a checking account that is linked to ******************** online account.

  An Associate spoke to **************** on April 18, 2024, and responded to the secure message sent under the primary borrowers account on April 19, 2024. A formal written response will be sent to **************** regarding his April 12, 2024 email. 

  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT, at **************.
  
  Sincerely,
  
  Customer Advocacy Team

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been trying to reach someone at Colonial Mortgage for well over a week. Calls aren't going thru or they leave you on hold and never pick up - we have waited well over an hour. There is a missing escrow overage check that needs to be tracked but there is no way to reach a representative. Quite concerning and suspect. There needs to be a way to speak with someone handling mortgages.

  

  Business response

  04/17/2024

  We have received your most recent correspondence in our office on April 8, 2024. After reviewing the account, we have prepared the following response.
  
  According to our records, a check of $421.49 was issued to Mr. ******* on June 16, 2023, as an escrow overage payment. However, the check was not cashed, and the funds were deposited back into the borrower's escrow account on December 14, 2023. We have attached a payment history for your review.
  
  Mr. *******'s annual escrow analysis is scheduled for June 2024. If there is a surplus in the escrow account, it will be released at that time.
  
  Colonial has recently undergone a system upgrade, which has resulted in a large number of calls and longer wait times for our customers. Colonial apologizes for any inconvenience this may have caused and is working diligently to reduce wait times and efficiently assist every caller. We understand the value of our customers time and strive to provide excellent customer service. We attempted to contact Mr. *******;however, a voice message was left at ************ as we could not reach him.
  
  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT, at **************.
  
  Sincerely,
  
  Customer Advocacy Team

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am requesting an update to my mortgage loan payment status be made by Colonial Savings for the month's of May and June 2023. The company has wrongfully reported these two months as missed payments to the credit bureau due to their own negligence and lack of internal communication at the company, which has significantly impacted my credit and well-being. In May of 2023 I submitted a financial hardship forbearance request due to losing my work and having other urgent expenses beyond my control pop up. As I waited for the next steps on my hardship request, I failed to receive the follow up documentation acknowledging my request and for next steps. I reached out to Colonial roughly 10 different times in the proceeding weeks via their *********** phone number and email on their website. There was a clear issue with their phone system as every time I called and a transfer attempt was made, I was disconnected. I have call records from my cellphone provider that proves I called them in hopes of getting my hardship request finalized 8 times between 6/7 and 6/15. Since I did not ever receive feedback from them I did not know whether I should assume the hardship request was honored or if more information was needed since this was the first time I've ever made such a request. It was until finally connecting with "****" several weeks after my initial request that he informed me they have been "extremely busy" which is why I had not heard back. Despite this, they still marked my payments as delinquet which destroyed my credit scores - highly unethical given the early communication I had implying that once I filed my hardship request, I would not have to worry about payment be marked as missed. (Since this needs a bit more explanation I have attached the rest of the interactions with ********* and the path to resolution we discussed in the first document which fully highlights the whole story. I have also included the call records that were supposed to resolve the issue.)

  

  Business response

  02/06/2024

  We have received your most recent correspondence in our office on January 25, ****. Our goal is to provide excellent customer service, and we sincerely apologize that our service did not meet Mr. ********** expectations. After reviewing the account, we have prepared the following response.
  
  Our records reflect that on June 20, 2023, ********************** submitted an incomplete Loss Mitigation application to Colonial seeking help due to unemployment. Following this, Colonial sent a letter to ********************** requesting his two most recent bank statements but received no further documentation. On July 11, 2023, ********************** withdrew his request for assistance, and as a result, the loss mitigation review was closed.Our records do not reflect receipt of an application in May of 2023. It's important to note that borrowers do not receive credit protections when they apply for assistance. Late payments, missed payments, or other defaults on a borrower's account may be reflected on their credit report.
  
  Colonial replied to ************************* online inquiries on May 18, 2023, and June 15, 2023. We informed the borrower that we would waive the late fee for May 2023. We also stated that we are required by the Fair Credit Reporting Act (FCRA) to report accurate information and, hence, cannot make any corrections to the credit report. We have enclosed copies for your review.
  
  ********************** claims Colonial communicated that he "would not have to worry about payment being marked as missed." We reviewed all the communication with the borrower from May 2023 to July 2023. We confirmed that the borrower was accurately informed on June 15, 2023, that applying for assistance would not protect his credit. On August 1, 2023, a supervisor requested ********************** provide supporting documentation regarding his unsuccessful phone attempts to obtain the loan status for Colonial to research. However, the information requested was not received until the borrower submitted this complaint. We reviewed ************************** call log and confirmed that the borrower attempted to contact Colonial multiple times. Contact was established on June 7, 2023 and June 15, 2023.
  
  Colonial confirmed receipt of ************************* May 2023 payment on June 19, 2023, and the June 2023 payment on July 11, 2023. However, due to the delay in payments, the account was reported as 30 days past due to the credit reporting agencies for both May and June 2023. After reviewing the matter, we have determined that the loan was reported correctly to the credit reporting agencies, and as such, no correction is necessary for the reporting of May 2023 and June 2023.
  
  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT at **************.
  
  Sincerely,
  
  Customer Advocacy Team

  Customer response

  03/13/2024

  Complaint: 21193554
  
  I am rejecting this response because:

  The business has been inconsistent with their communication and is refusing to acknowledge the entire foundation of my complaint: *that the payments were missed due to their own negligence and system flaws that prevented me from receiving the information and service I needed to complete the forbearance application process!* 

  I have broken this down already, but these are the facts that are not being acknowledge by the business: 

  1) I initially applied for forbearance via the businesses secure online website. Upon doing so, the website indicated that the application was received - and that I should be receiving relevant correspondence acknowledging my forbearance submission. I NEVER RECEIVED ANY CORRESPONDENCE - A CLEAR FLAW IN THE SYSTEM, EITHER THEIR WEBSITE DID PROPERLY ACCEPT/PROCESS THE APPLICATION DESPITE SHOWING IT WAS RECEIVED OR NEGLIGENCE BY THE ***** FOR NOT FOLLOWING UP ON MY SUBMITTED APPLICATION. 

  Once weeks passed of not receiving any follow up correspondence, I became weary. This is when I began to attempt to contact the Colonial staff via phone, and was not able to connect on roughly 10 occasions. **** later acknowledged that "they've been extremely busy" but did not address any reason for why my phone calls to the 1800 number we repeatedly disconnected. THE **** THAT THESE SEVERAL CALL ATTEMPTS WERE NEVER ANSWERED AND THE CORRESPONDENCE WAS NEVER RECEIVED MADE IT IMPOSSIBLE FOR ME TO GAIN ANY INFORMATION REGARDING MY APPLICATION PROCESS. I COULD ONLY ASSUME THAT IT WAS RECEIVED AND ALL GOOD SINCE I DID NOT RECEIVE ANY MESSAGES STATING OTHERWISE. THIS IS WHAT CAUSED THE MISSED PAYMENTS -ANOTHER SYSTEM FLAW BY COLONIAL which leads to my next point...

  2) There has been absolutely no explanation or acknowledgement as to why so many of my calls to customer service were disconnected. The assumption that can be made was there was a system failure potentially tied to the influx of calls due to the pandemic. **** acknowledged the high volumes and being short staffed, but did not directly answer my questions on why i was not able to connect within their phone system so many times. -THEIR PHONE CALL DELIVERY SYSTEM FAILED. I CALLED 10 TIMES AS PROVEN IN THE CALL LOGS AND UNABLE TO CONNECT WITH ANYBODY, BEING DISCONNECTED EACH TIME, A CLEAR FAILURE IN THEIR CALL TAKING CAPACITY. 

  Once my credit was decimated I was finally able to connect with a Supervisor by the name of ******** who listened to my complaint. She did not address any of the system failures mentioned above. She stated that if I could send her an official call log from my mobile provider illustrating all of my call attempts, then she would be able to potentially build a case with leadership that I should not be held liable for the missed payments since the business failed to communicate with me. She asked me to send it to 'Document Intake *************************************'
  SUBJECT: LOAN # ATTN ********
  Upon sending these to her, I never received any correspondence back which highlights THE THIRD INCONSISTENCY AND FAILURE - ******** NEVER ACKNOWLEDGED RECEIPT NOR PROPOSED THE ADJUSTMENT WE DISCUSSED TO LEADERSHIP, which leads me to:

  3) There is an inconsistency from the business in stating that the documentation shared with ******** was never received until this BBB complaint. That is not an accurate statement.  The requested phone log was delivered in the exact manner specified above. I never received an email response. I called three different times and asked to connect with ******** to ensure the email was reviewed. Each time a staff member told me she was either out or on another call and would call me back. She never called me back.  THIRD FAILURE - ******** DID NOT HONOR OUR CONVERSATION TO CONSIDER MY PERSPECTIVE OF NOT BEING ABLE TO CONNECT WITH THE **** FOR WEEKS DESPITE MY BEST EFFORTS, WHICH PREVENTED ME FROM KNOWING THAT MY APPLICATION WAS NOT BEING PROCESSED, THUS, MISSING PAYMENTS DUE TO COLONIAL NEGLIGENCE. 

  These three reasons above are why I felt it was necessary to file a formal complaint here, as well as considering additional legal options.

  I would like Colonial to review all the data in this case, admit fault for their failed systems, and update the remarks of my missed mortgage payments which have decimated my credit and taking a toll on my health. Additional action may be necessary if there isn't cooperation, it is incredibly saddening and frustrating that I've had to invest this much time in making things right when clearly there were multiple failures by the business. 

  Regards,
  
  *****************************

  

  Business response

  03/29/2024

  We have received your most recent correspondence in our office on March 15, 2024. After reviewing the account, we have prepared the following response.
  
  As explained in our February 6,2024 response, our records show we did not receive a Loss Mitigation application from ********************** in May 2023. However, we received an incomplete application on June 20, 2023. At that time, we sent a letter to ********************** requesting the two most recent bank statements, but no further documentation was received. On July 11, 2023, ********************** withdrew his request for assistance,and as a result, the loss mitigation review was closed.
  
  Please note that borrowers are not provided with credit protection when they apply for assistance. Any late payments,missed payments, or other defaults on a borrower's account may be reflected on their credit report. This information was communicated on the Loss Mitigation Application and in our letter mailed to ********************** on June 20, 2023. Additionally,on June 15, 2023, ********************** was advised both verbally and through a secure message that applying for assistance does not offer credit protection.
  
  Colonial acknowledges that on three occasions (June 7, 2023, June 13, 2023, and June 14, 2023), the borrower called but did not connect with a representative, which is unknown whether it was due to a Colonial system issue. However, contact was established with the borrower on June 7, 2023, and June 15, 2023. Our records also reflect that ********************* spoke to a supervisor on August 1, 2023, where he relayed his concerns in reaching out to us. The supervisor asked that he send proof of call logs for further review but made no promises about fixing the credit.
  
  The borrower was reported as 30 days past due to the credit reporting agencies for both May and June 2023 due to late payments. Colonial has an obligation and duty to provide accurate information to the credit reporting agencies under the Fair Credit Reporting Act (FCRA). Unfortunately, we are unable to honor Mr. ********** request for a credit correction as this is an accurate representation of how funds were received. We have enclosed a payment history for your review.
  
  Please feel free to contact us with any additional questions. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm ** at **************.
  
  Sincerely,
  
  Customer Advocacy Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩