Jamie P.
Website and Customer Service Needs Improvements
When our loan sold to this company we didn't get notice until after the first payment was due. So I rushed to make a payment. Our first late payment ever. It didn't count against us due to the grace period though. However, the biggest issue is that we were paying additional principal under the old loan company and had an early payoff plan. This SLS website is terrible and won't let you add additional principal. We didn't realize this wasn't happening for over a year so now we are having to catch up that principal pay down. We called to figure out why we can't make a one time payment and why we can't add additional principal. The agent was SO confusing telling us that my husband who is on the loan is the only one who can talk to them. But she rattled off my personal details so apparently I'm in there somewhere. Then she tells me us can make payments on the website. I told her we tried but it's broken. She said that my husband has to do it. I informed her we were standing together in front of the same computer and it can't be done. "Oh the website is broken." Lord help me. Then we asked how we can fix this monthly payment to take out additional principal. "Your husband has to call us." HELLO he's right here on the phone. The first person you spoke to. Gah! Hopefully she fixed it going forward. But seriously, a jank system for a company who is supposedly "specialized" in home loans. This is a first for us in almost 2 decades that we haven't been able to manage it online properly.