By Esther Cho | 02/14/2012
The Consumer Financial Protection Bureau (CFPB) is looking to propose a rule to standardize monthly mortgage statements to make them easier for customers to understand. The CFPB recently released an early draft of a statement and is seeking feedback. Once a refined prototype is available, the CFPB said it will propose a rule to specify what needs to be on statements, but creditors, assignees, and servicers will have some flexibility to tweak the form after final publication of the rule.
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By Krista Franks | 08/01/2011
Consumers' overall satisfaction with primary mortgage servicers has decreased significantly since 2010, according to the results of a study released by J.D. Power and Associates Monday. Overall satisfaction fell from 747 in 2010 to 718 in 2011. J.D. Power and Associates measures customer satisfaction on a 1,000-point scale, taking four areas of servicing into consideration: billing and payment process; escrow account administration, phone contact, and website. A decline was present in all areas.
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By Carrie Bay | 08/31/2010
U.S. consumers are less satisfied with their experience during the loan modification process than they are during loan origination, namely because mortgage servicers are missing the mark when it comes to delivering on best practices, according to J.D. Power and Associates. The company's survey found that mortgage servicers fail to adhere to a time frame for approval, don't provide the customer with status updates, and repeatedly ask borrowers for the same information. BB&T ranks highest in customer satisfaction among mortgage servicers.
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