This is my wife and I’s first mortgage and we could not be more disappointed and unsatisfied. In our most recent run in with this horrid company we were attempting to set up the bi-weekly autopay method. For starters you have to be one month paid in advance and then they still take the money from your account next month. The representative sent us the form to complete and lo and behold it was the incorrect form. So now since the representative messed things up we now have to pay our mortgage for a THIRD time this month to continue to be eligible for this program. No one has tried to help us in any way with the situation caused by them. All we get is “sorry for the inconvenience” or “I know it’s frustrating.” Every time you try and speak with a representative it’s about a 5 min battle with their recorded voice. Then you have a 50/50 shot of being hung-up on. As soon as you finally conquer the voice recording and it’s time to speak with a representative the voice recording will hang-up and you get to start the process all over again or as soon as you hear the representative say “hello” the call will be dropped. The only thing I want is to get as far away from this company as I can and NEVER look back.

The home page of the app requires you to enter your social security number and your birthdate. However, when I do so it tells me “verification failed” and does not allow me to access my loan. It worked fine for the first 6 months but now all of a sudden it doesn’t recognize my social or birthday. It states that if you continue to have issues to call the number listed below on the front of the app. When you call and eventually get through the automated service to a customer service representative, they say they cannot help with the app. When you ask to be put in touch with someone who can, they don’t have anyone they can hand you off to that can help. I ended up getting transferred in circles, only to finally give up. Use at your own risk. Little to no support and the app may or may not work.

The app crashes all the time, and is very difficult to get into. Today it tells me I can’t open until I update and it has a link to the App Store, once in the App Store, there is no update available and it just prompts you to open the app which doesn’t work without being updated. If you call, you have to go through the horribly unhelpful automated service which only 50% of the internet even gives an option to talk to a representative and still takes 5-8 mins through automation to get to. Everything on the phone tells you to go to the app, which you can’t get into…. None of the resources they use are reliable at all.

I called the company and half way through the conversation I was hung up on. On the next call they told me they were too busy and I needed to get my paperwork through the app, the employee simply did not have time to do the request. With little choice I downloaded the app and have thus far been unsuccessful in getting the info I need. Twice when I have tried to create my profile, after I’m done retyping in the information the application resets back to the opening screen asking me to login with a profile it does not let me create. There is very important mortgage information I need, this has been a very frustrating experience.