Reviews
This profile includes reviews for Colonial Savings, F.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 28 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromToni W
Date: 04/18/2024
1 starToni W
Date: 04/18/2024
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.
Date: 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 fromSejal V
Date: 04/18/2024
1 starSejal V
Date: 04/18/2024
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.
Date: 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 fromPeter P
Date: 04/18/2024
1 starPeter P
Date: 04/18/2024
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.
Date: 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 fromDebra W
Date: 04/15/2024
1 starDebra W
Date: 04/15/2024
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.
Date: 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 TeamReview fromJim B
Date: 04/11/2024
1 starJim B
Date: 04/11/2024
New website is horrible. I've had a mortgage with Colonial for 7 1-2 years. I have paid regularly, on time, on their website (*************************************) for 7 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 *** be necessary do to the "up-grade" of their software). After completing re-registering my account, I still wasn't recognized. To re-register I had to use my Social Security Number, and now I am concerned that my SS# and other personal information is somewhere out in cyber-space for anyone to hack!This is a SERIOUS CONCERN that I have about Colonial Savings, F.A. Concern of privacy by a financial institution is the ultimate worry!Colonial Savings, F.A.
Date: 05/17/2024
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 fromMichael H
Date: 04/10/2024
1 starMichael H
Date: 04/10/2024
Colonial launched a new website and it doesn't work. They ask you to re-register and part of the info they ask for is a full S.S.#. That's suspicious. Their phone system also doesn't work. Everyone is having these problems but Colonial is not providing any real answers. I think it's possible their system has been hijacked.Colonial Savings, F.A.
Date: 05/16/2024
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 TeamReview fromThomas B
Date: 04/10/2024
1 starThomas B
Date: 04/10/2024
After 2 years of seamless service it appears that the software changes Colonial Savings made (at the beginning of the month) have caused some brutal issues internally. The website will not allow me to re-register a new account on the ********************** servicing side and I have not been able to speak to anyone at either of the 800 loan servicing numbers that are on the companies website. I made an electronic payment for the April mortgage payment on 4/5. As of today, those funds are still in my checking account. I just got disconnected after being on hold for close to an hour. HELP!Colonial Savings, F.A.
Date: 05/17/2024
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 TeamReview fromRachael H
Date: 04/09/2024
1 starRachael H
Date: 04/09/2024
I am very upset with this company right now. The new website release has completely, it seems, wiped our info so we can't sign in at all. It doesn't recognize any of our mortgage info, SSN, mortgage #, nothing. Even following the "register new account" steps. I've had no previous issue with this company, but I literally cannot pay my mortgage this month. Their website doesn't recognize us. I try to call, their lines are down. There is literally no other way to contact these people. I tried their ******** page, finally someone responded and said to call, or someone will call us. Nothing. I tried calling multiple days, still no pick up. Thankfully we get email updates that they say their phone is down, and offer another phone. So I call, use their auto service to pay because talking to someone to pay is a $15 fee! I need to talk to someone to fix the website issue, but I just want to pay and see if all this subsides in a month when I have to pay next. I give bank info over phone and it says there's an issue and starts putting me on hold to talk to someone. There is nothing wrong with my bank and I checked the numbers. I wait just about 2 HOURS until a young man answers and asks what I need and gets mortgage info. I tell him it's under my husbands name etc. "I'd like to pay our mortgage online but the website doesn't recognize us" Without letting me explain what the real issue is, he said he can't help me because I'm not my husband, says sorry and HANGS UP ON ME when I was about to talk. He didn't even listen to what I was going to say. He sounded like he had no idea that their website has a serious problem. I Know I'm not my husband, but my husband can't sit on the phone for 2 hours while at work and handle these things. It falls to me as the home parent. There is no issue if their website would just work!! I was calling to fix that issue! Not waste time waiting and get hung up on! I currently have no idea how we are going to pay our mortgage.Colonial Savings, F.A.
Date: 05/14/2024
We have reviewed the associated account and have sent a letter directly to the borrower in order 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 TeamReview fromBeverley P
Date: 04/04/2024
1 starBeverley P
Date: 04/04/2024
can't give zero stars unfortunately. their new and improved website is not working, doesn't recognize account number, SSN or last name. have held for over 4 hours the last 2 days, today the phone is out of service with a message, "your call cannot be completed at this time". I stood in line at the **** yesterday after working an 11-hour day to get a money order and overnight the payment that was due on April 1st, set me back another $30. they have no email and only one customer service phone number, very poor business ethics.Colonial Savings, F.A.
Date: 05/13/2024
We have reviewed the associated account and have sent a letter directly the consumer in order 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 fromBrandon C
Date: 04/03/2024
1 starBrandon C
Date: 04/03/2024
I am enrolled in auto bill pay for my mortgage going on 3 years. Comes out the first of each month. Its the 3rd, nothing has come out, and it says the next auto pay will be May 1st. Have no idea why its not billing me for ****** I dont mind paying manually for the month of April but I dont want to do that and then get autobilled (then I am paying double interest/taxes for the month instead of it going to principal). I suspect most people wouldnt notice till its too late that the autopay didnt come out....I called yesterday when I noticed and gave them a number to call back, they never did. As of now Ive been on hold over one hour (call started at 11am pst) and still have not heard anyones voice in the 2 days trying to just ask a very basic question. Do people work at this company? The response on here from them will be the generic one everyone gets. Thanks customer "advocacy" team. Not sure who you are advocating for.Colonial Savings, F.A.
Date: 05/09/2024
We have reviewed the associated account and have sent a letter directly the borrower in order 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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.