Once decent.
I refinanced a mortgage with this bank. I actually liked the old web experience which had a simple layout showing me all of the details of my loan, the amortization chart, history, etc., in once place. There was also a way to send a secure message for customer service to respond to. I used it multiple times to ask questions or resolve issues. Type a quick message, get a response a few days later. No big deal. They have since redesigned their website to 'look nice' but employ terrible UX as so many once-decent sites often do. Enshitification, I think is the word. The process of simply paying my loan off has been ridiculous. There is no longer a messaging system to message them about my account, only a phone number and an email address. I have emailed multiple times over the last 2 months and not received a single response. Why put the email contact on the site if it just goes into a void? I did resort to calling at one point, which was of course an ordeal involving a robots and menus and being on hold and having to be transferred or call a different number. Phone calls being the only way to communicate with a company is a clear sign that they do not respect their customers' time. I ended up receiving 2 different payoff amounts, because i had talked to two different people trying to clarify confusing information. I got a regular unsecure email with a 'fax' attached in the form of a .tif file, because I guess they just want to make it as weird and complicated as possible. paper printouts were also mailed to me despite being a paperless customer. I had an escrow balance that was greater than the small unexplained 'payoff amount' owed, so I requested they send me the difference (over email - no response). It was also stated somewhere that they would do this, so I don't know why they gave me a positive 'payoff amount' in the first place. I have since received a mailed notice that my loan is in fact paid off. Again, mailed paper. The previous 'payoff amount' is now shown as a 'suspense balance' in my account. The tooltip says this means it is 'pending research' on how to apply it. How many months of research does it take to subtract this from the money you owe me? I understand that there is a process involved in having the deed transferred to me, but 2 months later, I have not received my escrow balance or any communication about this. I have now received my tax bill and paid it directly. For all I know, they are also paying it out of my leftover escrow. Simple communication and explanation would have resolved this easily.