Servbank Mortgage

The app itself is slow and has bugs that need to be fixed. You can not scroll all the way to the bottom on most pages and it’s just glitchy in general. This company assumed our mortgage a few months ago and it has been a nightmare ever since, specially with the transfer of insurance documents. It’s like no one at their company bothers to take notes or pass on information to others so nothing is streamlined or in sync. My insurance company thought that the calls that they were receiving from this company were spam because the people that were calling could barely speak English. Finally after a few agonizing months everything got squared away…at least we think so. The end result is I will owe them $26 dollars for not providing insurance documents to them in time. At first I thought I was going to try and fight this to keep my $26 dollars, but I think I will save my sanity. Anyways, terrible company and app…did I say that already?

I’ll give the developers credit for steadily improving this app over the course of the last couple of years, such as it used to be infuriating that while they provided the ability for FaceID, it failed every time and forced a password login, which they did eventually fix. As apps go, you want the one primary thing people use the app to do to be streamlined and easy, which in this case is to make a mortgage payment. While this ability is indeed front and center, there are still a couple of minor frustrations with the process, which I believe with feedback they will eventually improve … namely 1) a confusing difference between what it shows as the payment due on the front screen (if you have a late fee or something similar) and what shows as the payment to be made after clicking the button to make a payment (without the late fee … and no explanation that the difference is a late fee!), and 2) the fact that after clicking the make payment button there is no intuitive way to make a “normal” payment with a custom amount when the user knows the payment amount to be incorrect due to the need for an new escrow analysis. Plus no intuitive way to request an escrow analysis in the app (requires a phone call and a multi-day waiting period before you can even make a “normal” payment of the correct amount. Typically, I’d give an app like this four stars instead of three, but I’m deducting a star at this moment for the sheer fact that the developers (or their management) has recently made a decision to attempt to get people to rate the app in a totally draconian manner. Every time I log in currently, it immediately bounces me to the App Store to make or write a review … instead of letting me do what I opened the app to do. This review is what you get when you make poor customer facing decisions like that.

The site is too cumbersome and it is difficult to find what I am looking for and at times I cannot. For instance just yesterday I attempted to make a payment through the mobile app. I thought everything was scheduled and correct. It appears that I either missed a step even though I went so far as choosing the account from which it would be drawn. There is no place I can go to see if a payment is pending and it appears that no payment was made. Still not sure a day later but would love to see a simpler and less cumbersome mobile site.