21st Mortgage review: Customer service

We had our loan on an automatic payment every other week. My husband loses his job and we miss one installment. So technically the account was not actually late. Since then we have tried to make and catch up with our payments with no luck. can’t call and pay through the automated service because the account is not current and apparently there’s a block on it

So we call being that on their emails it states “If you are experiencing a hardship there may be help for you with the Homeowner's Assistance Fund.” And it sound like we can actually get somewhere with all of it. But I was wrong.

We get the reps trying to “educate us on keeping a job and paying our bills on time.” We get insulted and belittled. They demanded an explanation, that they need to know exactly what we’re going to do. That they were no longer working with us and that our house was on foreclosure, again not even a full month late... That we were lucky they took our call, isn’t that their job? You ask for supervisor and it’s clearly the guy sitting next to them, only to get yelled at and Insulted all over again. Then they refuse to take our payment and hung up.

You respond to an email and you get the whole “you need to call” I don’t need to call and they don’t need to know my “plan.” All that needs to be known is that I am making a payment and actually let me make my payment.