Servbank Reviews

Unfortunately my loan was transferred from a great lender to this company about 2 months ago. They put the wrong property address on my loan in the portal (while the documents they received had the correct address). After 2 weeks of my title company trying to request the payoff document in order to make it in time for the closing date (of the selling of the property), I had to step in and request it myself. Only to discover the address in the payoff document is incorrect. The answer I received from the customer service was that they put in a request for their special loans department and don't know when it will be updated and when a correct payoff statement will be issued. The closing day is tomorrow. No one to talk to. No accountability. Terrible customer service
BEWARE OF THIS COMPANY

Date of experience: July 05, 2023

Payment portal does not work. No one answers the phone when you call. Just an endless loop. Messages do not get returned. From the looks of these reviews, I am not the only one experiencing these issues. Why hasn't this been fixed? I am going to end up missing a payment through no fault of my own. I'm starting to think Servbank is trying to force customers to default on their loans.

Date of experience: June 30, 2023

So far not impressed. Servbank took over for MoneySource and is now the owner of my mortgage. In the 18 years I've had my mortgage with various companies, I have never had any issues with my payments being processed. For the past three months with Servbank, my bank sends the check, Servbank cashes the check, but is incapable of crediting my account with the payment. Then they start calling and sending letters telling me I haven't paid. The fax number they send with email messages is incorrect and they send a computer-generated response when you send a message through the customer portal.

Date of experience: June 30, 2023

Phoebe was so wonderful and helpful! I absolutely loved that she answered with, “Happy chocolate pudding day! How may I help you?” That made my day! She was very patient and walked me through how to use the online system. Great customer service!

Date of experience: June 26, 2023

Phebie was very professional and knowledgeable of what I was inquiring about.

Date of experience: July 05, 2023

Customer service was nice. Not happy with why I had to call them though. TMS switched me over to servbank after they got bought out or something, and my bank account info for automatic payments didn't transfer over. For 2 months I was making payments through their portal because my auto pay wasn't getting set up after I thought it had. I thought I set it up the first time but nope. Well no, the second time didn't work either. Well the third time I missed a payment because it was in fact not set up for auto pay and I missed the email telling me to make a payment. I got a letter in the mail that I had not made a payment and a late fee tacked on. My credit is 800 and now I have a late payment that's going to bring my credit score down. I haven't had a late payment on anything in over 10 years, so yeah I'm kind of mad about this. Please fix your website portal. It is not user friendly if it said I signed up for auto pay but it didn't actually work. The customer service person I spoke with set up my auto pay. I'm crossing my fingers it works. I guess I'll be paying more attention to my bank account to find out.

Date of experience: June 25, 2023

I have been working with Mario in customer experience. He has helped me transition to his bank with my mortgage. He is patient and polite and can HELP you with your issues.
Thank you Mario!
Tom Lyons

Date of experience: June 16, 2023

Thank you Mario!! Initially I had a rough experience with Servbank (double charges, additional fees, etc) but Mario saved the day!! It’s great to see how quickly Servbank stepped in to help me with my situation. Although my initial experience was not the best, I can’t help but appreciate their efforts to make it right. Thank you Mario for listening and correcting the situation.

Date of experience: May 23, 2023

Escrow analysis completely wrong. They used one correct half year payment and doubled it for second half year payment. They claim this is their calculation. ??? When I’m telling them they are wrong, and ask them to check the payment they just made on my taxes 3 weeks ago, they still don’t believe me. I called my county and they said, yes, they are completely off my a whole payment. But no one at the bank can understand. Their phone system is an endless loop and they don’t bother to call you back when you leave a request for a call. Horrible, time consuming and frustrating experience.
UPDATE: 6/13/2023
Mario from Customer Experience reached out to me and I have received a new & corrected escrow analysis.

Date of experience: May 25, 2023

While trying to understand a couple of changes in my mortgage, Kristi Schleicher reached out to me within minutes. She was patient, well informed, friendly, and able to address my concerns. Thank you Kristi. We appreciate your hard work! Highly recommend!!!

Date of experience: April 06, 2023

I called to get my recurring payments re-set up after the mortgage had switched servicers. The first person I talked to was unfortunately curt, confusing, and unhelpful. However, I called back in hopes to speak with someone else, and thankfully that person was Logan. Logan listened to the issue I was having and calmly worked with me to find a solution. He communicated well and made sure I understood what was happening. He helped get my issue resolved which was a relief.

Date of experience: April 10, 2023

Kirsti Schleicher, VP of customer experience is an absolute pleasure! She went out of her way to help me with a problem I was having. I am so grateful for her kindness and prompt response! What a wonderful asset she is to this company!

Date of experience: April 04, 2023

2 wks ago my hard drive died and I was only able to get 25% recovery and it was all from 2020 or before. Kristi Schleicher was super helpful and sent me her direct email in case I had more issues logging in - which I did. She was really great at helping.

Date of experience: April 07, 2023

Kristi made sure to give me feed back right away on our mortgage payment plan, the bank reached out to us the following day and it was very helpful.


I appreciate itt!!!

Date of experience: April 18, 2023

Kristi at Servbank has helped me through the process of switching lenders to Tms to Servbank and paying off some of my principal balance and made it very simple. Her response time is fast. Thank you Kristi

Date of experience: April 19, 2023

Phoebe, she was very sweet and as helpful as she could be.

Date of experience: June 28, 2023

Update:
WOW! That was fast! Kristi Schleicher contacted me right after this message posted. She contacted me not once, but several times and we just talked today.
She patiently helped me resolve each issue.
I now am set up on line. Resolved the statement issue and ensured I am in Auto Pay..
Kristi is outstanding. Her customer service and care for me was amazing..
Kristi delivers and is a great asset for Servbank. Thank you so much.

I cannot get anyone on phone.
I cannot set up my account on line it looped me back to the number where I could not get help.
I got a statement that said you did not receive my April payment, then I believe I got a statement you did.
I sent In the papers to set up auto pay but the statement indicates it is still off?
HELP..I know you are going through allot
Right now but your customers are right there with you.,
Linda Warrington

Date of experience: April 18, 2023

I am going through some very rough times and Kristi has been so kind and helpful. I suffer from anxiety and my anxiety has been kinda rampant lately and Kristi helps to ease my nerves. I don't know what I would do without her to assist me. Kristi, you deserve way more than 5 stars!

Date of experience: April 20, 2023

I got locked out of my account as my mortgage had been sold to another lender and I had missed the communication. I got contacted directly by Kirsti Schleicher, VP of customer experience, to explain and sort it out. Very hard to expect customer service beyond direct outreach from the leadership team!

Date of experience: April 01, 2023

I got an email stating that my Mortgage was being drafted from my checking account and I did not authorize this. I contacted serve Bank via the Facebook app, and Christie was wonderful investigating this complaint, and showing me that the email was sent to me an error, which was a great relief.

Date of experience: April 02, 2023