Colonial Savings in Fort Worth, TX

Interesting to read the positive reviews that seem to be written by Colonial employees ... wow do they really think that we can't see through their attempt to off set the heartfelt reviews posted. My experience since 2008 has been rather negative. Each time I call I am left to feel non-valued and that I should be happy with my association with them, well I am not. Customer service is something important to me as a professional and it seems to be lacking from their basic employee priorities.

Poor customer service in the claims dept. I had an insurance claim and had to send Colonial the checks issued by my insurance so they could disperse payment throughout the repair process. I had a very hard time getting the claim reps to help me to ensure all disbursements were made. I called twice and spoke with two separate claim reps (Glenn and Denise). They both sounded like I was an extreme bother to them and Denise actually banged the phone several times while I was speaking. I did deal with Kim in the Interest Savings Plan dept to set up bi-weekly recurring payments and she was very kind and thorough in explaining the process. Perhaps the claims dept reps could learn a thing or two about customer service from the Interest Savings Plan dept.

We have our loan with them. And each time I have called the response is quick and very useful.

These guys have been a struggle since my mortgage was sold to them 5 years ago, mostly on the communication end. After I recently sold the house for which they had the mortgage, they automatically withdrew another payment. They said I should have called ahead to notify them that the house was closing. I suggested that they should have known well enough when my title company called to coordinate the closing. So, rather than giving my money back right away, they said I'd have to wait 10 days for it to be sent with my escrow balance; however, I was notified today that there is a 10-day holding period before the 10-day waiting period. So they'll make 3 weeks of interest on my money at my expense. Shop around. We just purchased a new home via Academy Mortgage and they so far have been great to work with. We'll see how it goes. I'm normally an advocate for borrowing from a local credit union but some of those loans can even get sold on the secondary market and you don't have a choice who gets them.

Purchased my first house in 2002 through Colonial and it went great. Refinanced in 2009 and it was seamless. I love that they haven's sold my loan. My wife's student loan was sold so many time you never knew who had it.