28 Customer Reviews
Review from Valerie P
1 star08/27/2024
I agree that they are masters of the impound ******* and that they have the worst customer service in the known world. The have had my mortgage for overv20 years and I have been treated very poorly. I have been in and out of the hospital for almost 6 months and before that had never had a late payment. My personal information was stolen. They wont even let me catch up on my late charges. I am 71 and they treat me like a felon escapee. They truly are the worst of the worst. Im sorry I have even done business with them.Review from Colleen B
1 star08/03/2024
My husband died suddenly in October, 2023 and I've been trying to get some help/answers from them on what my options are but customer service was rude and no help. I've been trying since May, 2024 to get my escrow removed so I can pay my taxes myself. I've always had to send the bills to them. My late husband and I have had many mortgages over the years but these people are the worst. They never answer private messages nor do they answer the phone. I would refinance with someone else but my rate is so low that I'd take a big hit now. Disgraceful way to do business. I see why they're in trouble.
Colonial Savings, F.A. Response
08/29/2024
We have reviewed the associated account and have sent a letter directly to the borrower to specifically address the reviewers concerns. Please be advised that we are not able to provide account-specific information via public review response.
It is our goal to provide excellent customer service, and we sincerely apologize that our service did not meet ****************** expectations. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT at **************.
Sincerely,Customer Advocacy Team
Review from Kim S
2 stars07/01/2024
Im giving 2 stars because until the last 12 months I have not had any problems. The new website is a disaster to say the least. I cant access any records previous to April of this year. What has been the most frustrating thing is our escrow account. Our previous ********************** provider decided to stop insuring coastal properties, so we had to find a new one and we did. Colonial paid the new policy but then received a letter from our previous provider stating that we had not had insurance for the whole year. They paid that policy too but didnt bother to check it out. They proceeded to take out their own policy on our home without any notification to us. Clearly this left us with an escrow shortage. I called and was told they reached out to previous provider for documentation and that it would be fixed. It was not, I had to call 2 more times and eventually had to furnish the documentation myself. Then, I had to wait for a refund. In the meantime , I had to make 2 payments that were hundreds of dollars more because of their error. Today I called to find out why my last payment was not posted and showing on the statement. I was told my last online payment was applied to my escrow account. Ridiculous!!! I am beyond irritated with this company. When mortgage rates recover, if they ever do, I will refinance my home with a different company. This company and all of its accounts should be audited by an outside source.Colonial Savings, F.A. Response
08/07/2024
We have reviewed the associated account and sent a letter directly to the borrower to address the reviewers concerns. Please be advised that we cannot provide account-specific information via public review responses. Our goal is to provide excellent customer service, and we sincerely apologize that our service did not meet ********************** expectations. Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT at **************.
Sincerely, Customer Advocacy Team
Review from Mark J
1 star06/03/2024
Called and was on hold for over 45 minutes and then the call was ended (dropped) by Colonial. TERRIBLE customer service. Can't get ahold of them for customer service.Colonial Savings, F.A. Response
07/10/2024
We have reviewed the associated account and sent a letter directly to the borrower to address the reviewers concerns.
Please be advised that we cannot provide account-specific information via public review responses. Our goal is to provide excellent customer service, and we sincerely apologize that our service did not meet **************' expectations.
Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT at **************.
Sincerely, Customer Advocacy TeamReview from Steven W
1 star05/31/2024
The WORST customer service I have EVER experienced from any company, ever. The geniuses here decided to overhaul their website right before tax time and make it impossible to access tax documents. When I contacted support to get help, I got zero response. It's been more than a month and I still have not heard a thing from them. DO NOT TRUST THIS COMPANY WITH YOUR BUSINESS, you will almost certainly get screwed over by them sooner or later.Colonial Savings, F.A. Response
07/08/2024
We have reviewed the associated account and sent a letter directly to the borrower to address the reviewers concerns. Please be advised that we cannot provide account-specific information via public review responses. Our goal is to provide excellent customer service, and we sincerely apologize that our service did not meet ****************** expectations.
Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT at **************.
Sincerely, Customer Advocacy TeamReview from Sam S
1 star05/28/2024
I've been making payments to Colonial for the past 12 years. Had a couple of issues at the very beginning, but after that it's been fine until now. They revamped their website a couple of months ago, and now suddenly they're claiming that my bank rejected my payment that I made, which is absolute nonsense. And now I can't make a payment or speak with a rep from Colonial. I get put on hold for 20 minutes, and then told to leave a voicemail. I've heard nothing back yet. And they're also claiming that I owe them a late fee. I need this straightened out immediately. I've wasted several hours trying to reach Colonial and get this figured out. You should have to pay me for my time.Colonial Savings, F.A. Response
07/02/2024
We have reviewed the associated account and sent a letter directly to the borrower to address the reviewers concerns. Please be advised that we cannot provide account-specific information via public review responses. Our goal is to provide excellent customer service, and we sincerely apologize that our service did not meet ******************** expectations.
Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT at **************.
Sincerely, Customer Advocacy TeamReview from Toni W
1 star04/18/2024
Each year when the Escrow Account Projections are sent by Colonial, I make sure Ive taken my blood pressure medication! The figures make no sense at all! Every year they make sure my payment increases. I held a ***** *********** Brokers license for 25 yrs. and their method of Projections is a disaster! I owe approx $33,000 on this mortgage and my 2024 payment has now jumped to $749 when it was $578. In April 2024 escrow balance was $1002.84, yet the Escrow History shows April 2024 as $444.64. Are these play-like numbers?? How is a person to make logical sense of them? I have contended with their year-end method far too long!! Especially when the escrow account mysteriously has disappearing funds. I have questioned this before with no logical answer. It appears they are potentially sucking money from each account with an excuse that its necessary. Some authority needs to monitor their monitoring!!??Colonial Savings, F.A. Response
05/22/2024
We have reviewed the associated account and have sent a letter directly to the borrower to specifically address the reviewers concerns. Please be advised that we are not able to provide account-specific information via public review response. It is our goal to provide excellent customer service, and we sincerely apologize that our service did not meet ******************** expectations.
Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT at **************.
Sincerely, Customer Advocacy Team
Review from Sejal V
1 star04/18/2024
I'm not alone in complaining about the Colonial Savings Mortgage Services website.! After regular payments for two years, I experienced the new website problem for the first time on 1st April. For the last 18 days, I keep trying their number but I can't reach them. The automated payment system on the phone doesn't accept my payment - and I'm not allowed to Re-Register on the new site despite sharing all the required details. I tried sending emails to all email IDs I had but all emails are bouncing. I don't even know who to approach for this.Any help?!Colonial Savings, F.A. Response
05/22/2024
We have reviewed the associated account and have sent a letter directly to the borrower to specifically address the reviewers concerns. Please be advised that we are not able to provide account-specific information via public review response. It is our goal to provide excellent customer service, and we sincerely apologize that our service did not meet ******************* expectations.
Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT at **************.
Sincerely,Customer Advocacy Team
Review from Peter P
1 star04/18/2024
The new website is horrible. You can't log in. I've had a mortgage with Colonial for 5 years. I have paid regularly, on time, on their website for 5 years. After their "up-grade of their website, it does not recognize my login name or password! I have attempted to re-register my account (thinking that it might be necessary do be compatible with their new software). After trying to re-register my account, I still wasn't recognized. To re-register I had to use my Social Security Number and I am concerned that my SS# and other personal information is now public information for anyone to see! Someone at Colonial Home Loans needs to be fired! This is unacceptable! What happens if I can't pay my mortgage by May 1st? Also, when you try to call the customer service line to find out what the problem is, you are put on hold for over 2 hours then the call gets cut off! Can anyone help with this issue????Colonial Savings, F.A. Response
05/22/2024
We have reviewed the associated account and have sent a letter directly to the borrower to specifically address the reviewers concerns. Please be advised that we are not able to provide account-specific information via public review response. It is our goal to provide excellent customer service, and we sincerely apologize that our service did not meet ******************** expectations.
Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT at **************.
Sincerely,
Customer Advocacy Team
Review from Debra W
1 star04/15/2024
I know this bank supposedly went through system updates but cmon!!! It has been 3 weeks I have been trying to call my payment in by phone it says difficulty after I out my acct # in and other info.keep trying to call all the numbers for this place to speak to a customer service representative and wait on the phone for an hour each time with nobody picking up! Also had finally talked to someone last week and they were to call back "once they got set up" upon opening.i never heard back!! Now my mortgage is 3 weeks late and I don't know what to do!!!!!Colonial Savings, F.A. Response
05/21/2024
We have reviewed the associated account and have sent a letter directly to the borrower to specifically address the reviewers concerns. Please be advised that we are not able to provide account-specific information via public review response. It is our goal to provide excellent customer service, and we sincerely apologize that our service did not meet ******************** expectations.
Our representatives can be reached Monday through Friday, 8:00 am to 5:00 pm CT at **************.
Sincerely, Customer Advocacy Team
Customer Review Rating
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