I live out of the area and have grandchildren in the Jackson, Michigan area. Mrs. Bradshaw , at the Jackson Main Branch, helped me set up the necessary accounts for them, was incredibly professional and took the time necessary to assure everything was well. We remained in touch, until about October, 2011, when the contact ceased. No explanation given.
The online service, with an account at a brick-and-mortar bank, works quite well for me. The bank is struggling; looking at their stock price and their financial ratings indicates how bad off they are. For what I need, the bank works well. I hope they succeed. I hope the standard for customer service I initially found can be restored.
Refinanced online and they sold my loan to Flagstar. I have made two payment errors and have needed to call Customer Service . The first was I doubled paid my mortgage, and the second was they adjusted down my payment and I misread the month so I sent the reduced payment one month early. They called me and told me I underpaid my $1950 mortgage by $40 and they were accessing me a $79 late fee. I told them I was a good customer and had over paid every month and I was early every month. And would they please give me a courtesy "by". They would get back to me. Never did. So in both cases I called Customer Service and was hung up on by their automated 24 hour line. Hung up on. The first time I had to punch in the line for delinquent payees just to get a human. The first time I waited 1/2 hour on hold. And like I said today I got disconnected 3 times by their phone system. If you can possibly not deal with these clowns then don't . Oh how I wish I had stayed with Chase.
We have had nothing but problems from this our Flagstar mortgage. I don't have the characters to explain all of our complaints, but I can't even imagine half of what they've done is even legal. We've had to have our personal bank intervene on our behalf and STILL just a few months later, we are having problems. I'm looking into refinancing.