A review of their CS + Mortgage teams
This is a review of their mortgage customer service team. In the middle of May, I contacted their Mortgage customer service team via their online chat to send me a copy of my note of 1st mortgage. The customer service rep said they must send a hardcopy via mail. Okay, no problem, I'll wait for that. June comes around, I haven't received anything in the mail. On June 10th, I contacted their CS team again via telephone. They mentioned they have no record of the previous request. Okay, submit the request again, this time asking if I could get an email AND hardcopy. They said it'll take 7 business days to process and then they'll resend both versions again. I'm pretty pissed at this point. June 18th comes around, I ask for another update, They said it's still processing, but it will be ready by Monday June 22nd. EOD Monday June 22nd comes around. I'm talking to their CS agent right now. They said it's still processing due to the holiday, even though it would've been passed the 7 biz day processing time even when considering the holiday. This 4th CS agent says they've been trying to send me the email but has been unable to. Why? They don't know. I've confirmed my email every single time. Now they say it's 5 biz days from June 18th. What was the point of telling me it will be available on the 22nd? Now I have to wai longer to get a simple doc processed? 53rd also has an accounts documents page. But apparently I can't get any emails either, other than my mortgage statements and tax docs. What's the point of having this portal if not to send docs between the bank and the customer? Needless to say, I'm frustrated with their processes & systems. Of course they'd love to make sure they get my mortgage payments, but when it comes time for them to do actual work, not only do they muck it up, but they love making sure their customers get thrown in an endless loop. Chances of me getting the docs either on the 6th business day? I'm not a betting man, but I'm going to guess 0% chance.