On behalf of everyone at Mid America Mortgage, I would like to extend my sincerest apologies for the difficulties our customers have recently experienced with our customer service wait times. We understand how frustrating it is to not be able to reach someone when you have an issue with your mortgage, and we are working as quickly as we can to address this issue.
In the interest of transparency, I would like to share some background on the events that triggered this situation. Previously, Mid America utilized a third-party provider to manage its loan servicing activities. Mid America ended that agreement and was poised to transfer all of our loans on November 1, 2019 to our in-house servicing department. Due to errors made by third parties, Mid America was only able to transfer one-third of the loans on November 1 and was not able to transfer the other two-thirds until November 20, 2019. Because the transfer occurred late in the month and right before a holiday week, the timing created delays in providing customers the information they needed to make their payments online or via mail. This created higher-than-anticipated call volumes that have resulted in the customer service wait times.
Please know that we are doing everything in our power to address this situation. This includes:
In light of this situation, Mid America is waiving all late fees and NSF fees until this issue is resolved and will not report missing and/or delinquent payments to the credit bureaus during this time. However, solutions take time, and due to the high volume of calls we are still receiving, we urge consumers affected by this issue to contact us via email at firstname.lastname@example.org and/or through the Account Connect portal. In addition, consumers should also have received a loan statement dated December 2 (and will receive another dated December 20) that includes a corrected mailing address for loan payments made by check/money order.
It has been brought to our attention that several websites have appeared in the wake of these difficulties, offering Mid America Mortgage customers the opportunity to pay their mortgage through these sites. Mid America has not contracted with any third parties to accept mortgage payments, and we urge our customers to only use their bank’s online bill pay and/or Account Connect to make electronic mortgage payments.
Obviously, there is no good time to experience issues with your mortgage, but the holiday season seems an especially inconvenient time for something like this to happen, for which we are deeply apologetic. We want you to know that we value your business and will do everything we possibly can to not only resolve our current issue but also to win back your trust in Mid America Mortgage.
Jeffery E. BodeQuestions? Contact Mid America Mortgage Today!
Mid America Mortgage Inc. is excited to announce that our Servicing Division goes live November 4, 2019. On this date, our employees will be begin servicing our retained loans with a new, efficient system. For more information, please read this.
If you have any questions, please reach Mid America Mortgage Inc. by calling: (888) 845-6535 or emailing email@example.com. The customer service hotline is open Monday through Friday 8:00 am – 6:00 pm CST and Saturday 8:00 am – 12:00 pm CST.
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