Complaints

This profile includes complaints for Colonial Savings, F.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Colonial Savings, F.A.

  2600 West Fwy Fort Worth, TX 76102-7109

  
• 

  Colonial Savings, F.A.

  1500 Norwood Dr Ste 206B Hurst, TX 76054-3618

  
• 

  Colonial Savings, F.A.

  8140 N Mopac Expy Ste 4-130 Austin, TX 78759-8903

  
• 

  Colonial National Mortgage

  12222 Merit Dr Ste 900 Dallas, TX 75251-3200

• 

  Colonial Savings, F.A.

  2626 West Fwy Fort Worth, TX 76102-7109

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My credit report has been negatively affected by an inaccurate report of delinquency with my mortgage payments. On 2/5/2025 a delinquent account was reported to Transunion by COLONIAL SVGS. On 2/6/2025 a delinquent account was reported to Experian by Colonial Savings Fa. The late payments in question were incorrectly reported, as my mortgage was accepted into a natural disaster forbearance program for those affected by Hurricane ******. On January 9th 2025 I contacted Colonial and let them know that I was able to resume payments starting 2/1/2025 and that I would like to apply to move the payments missed during forbearance period to the end of the loan. As of today (2/6/2025) they have still not sent me the formal decision, saying they have 30 days to do so, and that I would have to wait until after a decision was rendered to pay the normal monthly mortgage payment. As you can see in the attachment the forbearance program doesn't expire until 2/28/2025 and the amount noted to bring my loan current is $0.00

  

  Business Response

  Date: 02/24/2025

  Our records indicate that ********* was approved for a forbearance from November 1, 2024, through January 31, 2025. On January 9, 2025, Mr. ****** requested to resume payments. However,the borrower was unable to pay the past-due amounts and requested a payment deferral, which was approved on February 6, 2025.
  
  Colonial acknowledges that the forbearance protection ended prematurely, resulting in the loan being reported as 90 days past due for the January 2025 payment. On February 24, 2025, a credit correction was submitted to the credit agencies to accurately reflect the account as unreported for January 2025. We are committed to providing excellent customer service and sincerely apologize for any 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 **************.

  Customer Answer

  Date: 03/07/2025

  Complaint: 22910250
  
  I am rejecting this response because:

  I just received ANOTHER notification from Experian that ANOTHER 90 day *** due notice was incorrectly flagged by Colonial on my credit reports. I have called Colonial and my representative *******, and supervisor (******* ********) are supposedly working on submitting ANOTHER credit correction, but I have little faith in this group at this point. If the BBB would please continue to advocate on my behalf for a permanent resolution, with an immediate credit correction it would be very much appreciated. Having to deal with this 2 months in a row, after going through all of this with Hurricane ****** is a punch in the gut that me and my family do not need. It truly makes me wonder how many people are out there don't advocate for themselves and how many other businesses are out there with little to no accountability.

  As always, I very much appreciate the BBB watching out for us and helping to correct this situation. 

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

  

  Business Response

  Date: 03/20/2025

  We have received your most recent correspondence in our office on March 7, 2025. After reviewing the account, we have prepared the following response.
  
  Our records indicate that ********* was granted a forbearance from November 1, 2024, to January 31, 2025. On February 6, 2025, Mr. ****** was approved for a payment deferral, which was completed on March 13, 2025.
  
  We acknowledge in our previous response that the forbearance protection ended prematurely, causing the loan to be reported as 90 days past due for the January 2025 payment. On February *******, we submitted a credit correction to the credit agencies to accurately reflect the account status as unreported for January 2025. We agree that the loan was mistakenly reported as 90 days past due for the February 2025 payment and submitted another credit correction on March 7, 2025, to adjust the account status to unreported.
  
  We are committed to providing excellent customer service and sincerely apologize for any inconvenience this situation may have caused Mr. ********************* 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

  Date:12/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every month I send my home payment in by paying every 2 wks and every month Colonial holds my money until they see fit to deposit it, they have even held as many as 5 payments at one time with no explanation causing a Foreclosure letter to arrive at my house, now we have talked to customer service many times and sent many documents showing payments made on time but they still will not fix any of this on their end and it is impacting my credit severely. We have tried to resolve this multiple times but we cannot get this bank to fix anything their end. I am looking to go legal action next as I see this as unethical practice and fraud since I get charged fees as well so theft in my mind. Only way for this to be resolved is for them to remove all late charges and reports to credit bureau since i never been late. They also did a modification to my loan that we did not agree too and was never fixed, so its been nothing but trouble with this company and get no resolutions

  

  Business Response

  Date: 12/26/2024

  We have received your most recent correspondence in our office on December 12, 2024. It is our goal 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 review of the payment history for 2024 shows that the borrower scheduled one-time monthly payments via ***********************, and these payments were posted as expected. The September 2024 payment was received on October 7, 2024, and the November 2024 payment was received on December 20, 2024. Consequently, the borrower was reported to the credit reporting agencies as 30 days past due for both the September and November 2024 payments.
  
  While Mr. ******* concerns are overbroad, we did examine the payment history for the last five years and identified several instances of late reporting. However, the account was reported accurately according to the payment history, and no reporting errors occurred.
  
  Our records indicate that the borrower entered into a Loan Modification Agreement in 2017 and a Partial Claim Mortgage in 2023. We have enclosed a copy of the signed and notarized agreements for your reference.
  
  If the borrower wishes to further dispute the credit reporting, modification, or partial claim mortgage, a notice of error can be sent to the address below. Please note that Mr. ***** should include specific months he is disputing and detail the errors that occurred.
  
  Notice of Error/Information Requests
  Attention: Customer Advocacy
  PO *******
  ********************-1301
  
  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

  Date:09/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request a goodwill removal of a 90-day late payment (during a period of Colonial-approved forbearance) that has been reported to the three major credit reporting agencies (CRAs) by Colonial Mortgage Services (Colonial). In November 2021 we financed our new construction, Highland Home in ************************ Colonial and made on-time, bi-weekly mortgage payments until the summer of 2024 when the financial responsibility of relocating my elderly mother from *********** to ***** began to impact us. We proactively requested a forbearance to accommodate this temporary financial hardship and were current on our mortgage obligation. Colonials decision to report our Forbearance as a late payment has had a catastrophic effect on our credit future and prevents us from securing credit to expand our residence to accommodate the needs of my mother, or to purchase a home or other resources (senior living facilities, home health support, etc.), to meet the demands of becoming full-time care givers to my mother while continuing to live and support ourselves. ALL this sacrifice and hard work was negated when we learned a week ago that our Forbearance period was reported as 90 days late. The 100+ point drop caused by reporting us as 90-days late has resulted in the equivalent of my husband and I - at the ages of 57 and 52, respectively-being 18 years old with ZERO credit. Therefore, in accordance with the amended (March 27, 2020) Fair Credit Reporting Act (FCRA), 15 U.S.C. 1681s-2(a)(1(F)(ii)(l), which provides that a consumer who is current on an obligation at the time of an accommodation approval, said account must be reported to **** as current if the consumer is complying with the accommodation agreement. We complied with the agreement and resumed payment on September 3, 2024, following the culmination of our Forbearance period on August 31, 2024.

  

  Business Response

  Date: 10/04/2024

  We have received your most recent correspondence in our office on September 30, 2024. After reviewing the account, we have prepared the following response:
  
  Our records show that the borrowers were approved for a forbearance from May 1, 2024, through August 31,2024.
  
  On September 3, 2024, the borrower requested to resume payments. However, they were unable to pay the past-due amounts and requested a payment deferral, which was approved on September 10, 2024.
  
  Colonial acknowledges that the forbearance protection ended prematurely, resulting in the loan being reported as 90 days past due for the August 2024 payment. On October 3, 2024, a credit correction was submitted to the credit agencies to accurately reflect the account as current/paid as agreed for August 2024. We are committed to providing excellent customer service and sincerely apologize for any inconvenience this may have caused our customers.
  
  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

  Date:08/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about June 16 2024 I made a mortgage payment through my ******************* pay only to find out two days later that colonial rejected the payment without any reason. When I called colonial customer service it could not provide a reason for the rejection and suggested I make another payment using their online website while my funds were in limbo. Access to their online site was impossible. Toward the end of the month I received a letter from colonial admitting that its system created problems with bill pay but bill pay could now be used. That was incorrect as my bill pay would not recognize colonial as a payee. Finally I was forced to send out a check on July 3 for the mortgage payment which colonial received on or about July 10. A customer service *** called me the week of the July 8 and I informed him of the problem and that a check was sent by me on the 3rd. This is the first time in nearly 10 years that I was more than 30 days late on a mortgage payment which was caused by colonial mortgage rejecting a timely mortgage payment due to a flaw in its system. Recently my bill pay will still not work with colonial mortgage and after several hours trying to use colonial online payment system I was finally able to make a payment. Colonial ***orted to the credit bureaus that the June mortgage payment was more than 30 days late when that payment delay was directly caused by colonial as indicated.

  

  Business Response

  Date: 08/14/2024

  In June 2024, Colonial identified an error that caused payments sent via the borrowers bill pay service between June 11, 2024, and June 13, 2024, to be rejected. An email was sent to all the impacted borrowers advising of the error and requesting them to resubmit the payment.
  
  Our records indicate that we received Mr. ****** payment for June 2024 on July 9, 2024. Due to this, ************* was charged a late fee of $61.81, and the account was reported as 30 days past due for June 2024. However, Colonial has updated the credit agencies to show June 2024 as Current/Paid as Agreed, and waived the late charge on August 9, 2024. Please allow up to 60 days for the credit agencies to reflect these updates.
  
  Colonial acknowledges that Mr.****** attempts to schedule a payment via www.servicehomeloan.com on July ******* were unsuccessful. However, on July 30, 2024, a payment was successfully processed.
  
  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

  Date:07/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out to report a major issue and for assistance. I have a mortgage through Colonial Savings FA. At the end of last year (2023), I received correspondence regarding an escrow shortage regarding my mortgage, as a result, I sent the shortage payment inthe payment was received and deposited by Colonial Savings FA. In May, 2023, I received a phone call that my mortgage was delinquent, I knew this was not correct, because I have my mortgage payment set to be paid automatically each month. After they researched, I was told it was an error with the misapplication of the payment and it would be corrected. Fast forward to mid-July, this has yet to be corrected and I received another call regarding a delinquent payment. Again, I was told it would be corrected. Last week, I received a notification from Experian that Colonial Savings FA has reported my mortgage account as delinquent and my once 800 plus credit score has now dropped under 700, this has now impacted my personal credit rating! I was told by multiple people at Colonial Savings that this would be corrected, I received the two letters (attached) from Colonial Savings FA, in May and in July, basically stating they are reviewing, researching, etc. Im seeking help, because at this point theres been negligence on the part of Colonial Savings handling, the negligence in handling this clerical error and lack of responsiveness and follow up has now caused personal damage to me and I want relief and a resolutionmy credit has damaged! Ive reached out and no one will call me back or respond, this has not been resolved since May, 2023.

  

  Business Response

  Date: 08/05/2024

  Our records show ************************ escrow analysis was completed in November 2023, which resulted in an escrow shortage of $1,253.80, increasing her payment to $1,088.43, effective February 1, 2024.
  
  On January 2, 2024, Colonial received a payment of $1,253.80 to cover the escrow shortage. However, the payment was applied to the borrowers February 2024 payment of $1,088.43, and the excess amount of $165.37 was applied to the principal balance. As a result,no adjustment was made to the monthly payment, and the amounts of $975.00 received on February 1, 2024, March 1, 2024, April 3, 2024, May 1, 2024, and May 31, 2024, were not allocated as intended. Consequently, the account was reported as 30 days past due for **** 2024.
  
  Colonial acknowledges that we spoke to ********************** on May 29, 2024 about the misapplication of the escrow shortage payment. However, at that time, the funds were not addressed. The funds have since been reversed, and the escrow shortage of $1,253.80 has been reapplied to the escrow account. The borrowers payment has been adjusted to $983.95, and the payments mentioned above have been reposted. We are committed to delivering excellent customer service and apologize for any inconvenience this has caused **********************.
  
  On July 24, 2024, Colonial updated the credit report to show the **** 2024 payment as current/paid as agreed. Please note that it may take up to 60 days for these updates to be reflected by the credit bureaus. Additionally, on July 31, 2024, a formal response regarding this issue was sent by mail to the borrower.
  

  Customer Answer

  Date: 08/05/2024

  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. I received a letter in the mail today, the payment has been updated/applied correctly and their error in reporting a delinquency on my credit report has been corrected. Thank you for your assistance with this matter.

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

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 **************.