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June 2024 by Kim S
Im giving 2 stars because until the last 12 months I have not had any problems. The new website is a disaster to say the least. I cant access any records previous to April of this year. What has been the most frustrating thing is our escrow account. Our previous ********************** provider decided to stop insuring coastal properties, so we had to find a new one and we did. Colonial paid the new policy but then received a letter from our previous provider stating that we had not had insurance for the whole year. They paid that policy too but didnt bother to check it out. They proceeded to take out their own policy on our home without any notification to us. Clearly this left us with an escrow shortage. I called and was told they reached out to previous provider for documentation and that it would be fixed. It was not, I had to call 2 more times and eventually had to furnish the documentation myself. Then, I had to wait for a refund. In the meantime , I had to make 2 payments that were hundreds of dollars more because of their error. Today I called to find out why my last payment was not posted and showing on the statement. I was told my last online payment was applied to my escrow account. Ridiculous!!! I am beyond irritated with this company. When mortgage rates recover, if they ever do, I will refinance my home with a different company. This company and all of its accounts should be audited by an outside source.
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April 2024 by Lauren Shapiro
Do not recommend this company. They have been a nightmare and have messed up everything from our homestead exemption to our escrow and more. Do not ever use this company for anything.
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April 2024 by Becky Lozada
I’m Attempting to get a mortgage payoff statement has been a nightmare. Called Friday afternoon and waited for nearly 2 hours to speak with a rep who said it would be faxed by 5pm eastern. It was not. Called back Monday morning and waited for 30 min to speak with a rep who said that the quote was generated and confirmed the fax number, and said it would be faxed shortly. Two hours later it hasn’t been received. Called back and after 1hr 50min on hold, the call disconnected. This is absolutely unacceptable! On call #4 now to get a payoff statement requested last week.
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April 2024 by Melissa Lyons
Horrible customer service! I would give them ZERO stars if possible.I have been trying daily to contact them about my mortage for over a week. I have been on hold for a total of 6+ hours.
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March 2024 by Hussain Parbtani
If I could give them a zero stars I would. I was trying to get my PMI removed, was led to believe that if I achieve 80% LTV it would be removed. After paying, $200 for an appraisal, they are saving i need to achieve 75% LTV. They won’t refund me for the appraisal as well. Do not go here. Victoria Phillips was the person that provided this poor service and deceiving tactics.
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March 2024 by Lindsey H
Wish they did not have my mortgage. Every year the escrow account is magically short and even when paying the shortage my payment jumps to the higher amount. Elaine was such a pleasure to talk to in Mortgage Servicing… not. She laughed when I told her I don’t understand how doubling the shortage still made my payment go up. She was glad to explain it to me since I can’t read and understand the statement they sent. Don’t dare say “pissing me off” or they’ll act like you threatened their lives. Worst customer service every year when I have to call.
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January 2024 by Mj Walker
Outstanding service!!
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January 2024 by Jhoana DeSantiago
West Freeway is awesome love the girls!
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January 2024 by Dayna Thompson
I have been a Colonial Savings customer for over 25 years. The tellers at the West Freeway location in Ft. Worth are amazing! They are genuinely kind and knowledgeable. Sheri always makes me feel special when I walk in the door. She makes an effort to go the extra mile to help me in anyway she can.
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January 2024 by Eric Avelar
Went to Colonial to get some information, I was greeted by Sherri, very polite lady, because of the language barrier Sherri was not completely able to help me but she appointed me in the right direction with Jhoana. Jhoana was very help and respectful. She was able to answer all my question. We need more of them two ladies in the banking industry. Thank Sherri and Jhoana
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January 2024 by Crecia Diaz
Jhoana and Sherri are amazing! Great customer service, awesome attitudes and atmosphere, I 100% trust them with my money
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January 2024 by Justin Porter
Colonial has consistently and frequently mishandled multiple aspects of my mortgage. I have contacted many people in leadership roles at Colonial and nothing changed. I would not recommend this bank to anyone.
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November 2023 by KaNisha Blankenship
Our mortgage was sold to this "debt collector" (their words) 3 months after it was opened. Their policies are not an industry standard. They are put into place to purposefully make you delinquent. They have accepted multiple payments from me to only then cancel and refund WEEKS after it was received. Therefore, making payments late. Now I have a 30 days past due on my credit and apparently this is legal, because disputing it did nothing. I'm patiently awaiting lower rates so I can refinance with a local bank and finish any business with this scam of a company.
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November 2023 by Jeff Harrison
A year in and what a disaster they are. They have completely screwed up our payment and we can't seem to get anyone to fix it.
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November 2023 by Keith K.
It's times like this I really wish Yelp had a score lower than 1 star! Colonial is by far the worst loan company ever! To put it into perspective, over the yrs I have had at least 8 different home mortgages and at least 5 re-financed mortgages. All totaled, I've done business with at least 8 different home loan companies. Yes, Colonial is, by far, the worst of them all. It's not even a contest! Their customer svc is horrendous. (I'm being very kind with that assessment!) Their communications are always offensive and threatening. At the end of Sept, I got a letter threatening hail, fire, and brimstone if I didn't update my insurance policy info with them. Hey, if you wanted to know, why didn't you just contact the insurance company directly? In any event, they demanded I furnish them with proof that I renewed my home insurance. OK...OK... No need to call out the Ntl Guard! So I provided the documentation they demanded of me. Then, 2 weeks after I sent them the info, they tell me they still don't have it and are going to arrange insurance for me that I'll have to pay thousands for! WTF? I immediately called and of course it is impossible to talk to a human! I ended up with a recording saying that they have my info and nothing else is required of me. First off, all other mortgage companies escrow the property taxes and insurance to make sure it's taken care of--Not Colonial. They prefer to attack their customers rather than cooperate with them. With our other lenders, If there was something required from us, we'd get a friendly note explaining what was being requested--Not Colonial! They come at you like a bull in China shop. Their communications are always threatening, insulting, and offensive. To be honest with you, it's as if loan-shark thugs from inner-city New York set up a loan company in Texas and called themselves "Colonial." The name might be different but their loan-shark approach remains the same. We SRONGLY suggest you do business with any home loan company OTHER than Colonial.
