Servbank Mortgage 4+

Update broke login - fixed after 2nd update

This latest update has broken facial recognition for login. Even after you enter your password, get prompted for facial recognition it doesn’t work. Tried several times and the same result. Nice job on checking your updates because we are sure that this impacts more customers. Unfortunately the developer response didn’t even address the facial recognition issue with the app update, we in fact called in several times, but the app is still not working properly. As was previously reported, facial recognition no longer works. The latest update fixed the issue with the login, it’s unfortunate that no testing was done and that reporting to the company when calling in didn’t elicit any response. This is a recipe for recurring problems. The fact that nobody admits to fixing that which they broke (Lack of accountability) is sad. But not surprising or as sad as calling into the company’s support. It’s a mortgage company, the service desk says there’s no escrow department, and it gets worse but not applicable.

Once again it’s nice to have the app login working properly again.

Wish that someone could investigate and resolve the document upload issue which has been ongoing for almost four years now. Several trouble tickets and no resolution, in fact every time you call into do anything, someone else is brought up to speed on this problem after asking you to upload a document which never gets found on a server or whatever.

Developer Response ,

Good Morning , My apologies for your experience. Would you be able to email me your loan number and best contact number? Our email address is customerexperience@servicingdivision.com. I look forward to working with you

Inconvenient to pay additional priciniple

The app is user friendly for the most part. I don’t like the fact that I can’t make an additional payment towards my principle until days after my mortgage payment is complete. I would like to have an option to pay additional principle or escrow at the same time as my mortgage payment. It’s an inconvenience having to go back every day to see if it will allow me to make an extra payment. Plus, there have been several instances when the app is unavailable or it gives an error saying there are issues and check back later.

Poor app, and an even worse company

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?

Developer Response ,

Good Morning , My apologies for your experience. Would you be able to email me your loan number and best contact number? Our email address is customerexperience@servicingdivision.com. I look forward to working with you