Taylor Bean and Whitaker

I would like to echo the comments made by the reviewer, Sean R. I’ve been with TB&W for 3.5 years (after my loan was sold by GreenPoint) and had to request a payoff. After being locked out of the website self-​service system (I had been using it episodically since being a customer) because of the «Upgrade,» I was cutoff from the phone queue system after waiting ~15mins and had to enter all of my information again. I eventually spoke with Rose, who despite trying to be nice, was unable to help me utilize the web interface. She said I had to restart my computer… I use a Mac; I don’t restart for anything except a OS-​X software upgrade. I’ve since received an automated «Apology,» but am glad that I will be mortgaging with a different bank and servicer. Sorry TB&W, but your IT department’s got some work to do.

Had my mortgage through TB&W for 2.5 years. Overall they are okay, though in 2008 and 2009, Customer Service hold times have become over 20 minutes long. They performed a website «upgrade» in April of 2009 that resulted in numerous customer service issues due to the inability of customers to log in. I have tried calling 3 times within the last week to resolve — each time I was told «try logging again tomorrow, we are aware of the issue and are working to troubleshoot». Howevere there is still no resolution and each time I call Customer Service to voice the complaint I have been waiting on hold for 20 – 30 minutes.

Well this is where my mortgage was sold to. I have to say they are very easy to talk to. I have had to contact customer service for a couple of issues and they were helpful. They took all my information and said they would call back within 24 hours. That’s exactly what they did. Customer service is the name of the game and TB&W does this well. They do have a branch in Oakbrook, IL.