Originally Posted by Steve N Sal
Just an update. I went to my personal bank yesterday and gave them the new P.O. Box number for mailing. They found it interesting that my mortgage company didn't notify me of the change.
Hmmm... Floating PO boxes and poor notification weren't uncommon in the pre-meltdown years, often because of mergers and other changes among mortgage services when business was booming. There's still some reorganizations going on, so it might be due to internal changes with that particular servicer. It's not supposed to happen, but it can... All you can do is stay on top of it. It's very good that your local bank is helpful in this situation.
The problem some larger banks have is that the organization is so huge that they rely too much on call centers for customer contact. It doesn't matter if they're contracted out or not, the call centers are really just information conduits between you and a limited number of decision-makers. Reaching one of those people might take longer than you have to resolve a problem before it affects your account. For the banking institution, it's just a matter of numbers and economics so they can stay in business. For the consumer, it's frustrating.