I honestly don't know where to turn. The Better Business Bureau was basically useless with my problem as the Mortgage company in question is not affiliated with them.
I have been trying, repeatedly, to get our mortgage statements in the mail. I (foolishly) signed up for paperless billing. Ever since then I have had NOTHING BUT TROUBLE with this company!!!!
I cannot log into our account- EVER- I have called them at least 10 times about this and I keep getting the runaround. The call rep keeps saying they are mailing our statement (When they only send it by email). All of their other correspondence arrives at our address. I have attempted changing our password, but their website never recognizes it then locks me out. EVERY. SINGLE. TIME.
Last Monday (Oct 4, 2010), I finally thought this problem was solved when the call rep suggested that I open a new user name and password. It worked ONCE!! Of course I made our mortgage payment at the time (plus the 5.95 processing fee!). I even WROTE DOWN MY NEW USER NAME AND PASSWORD. This morning (Sat Oct. 9, 2010), their website (again) refused to recognize my password. So I changed it, and it didn't recognize that one!!!
To compound this problem, I don't own a computer, so I have to use the one at work (this is usually during the weekend, overnight hours. American Home Mortgage does not have a 24 hour call center.)
I am at my wits end! I KNOW this company is jerking us around! They don't want to send a paper statement because they lose out on online payment fees or their pay-over-the-phone fees!
What are our rights regarding this? I don't feel right about sending our payment without the billing statement, but unless I can get online(that is,with the dubious help of their call reps IF I can get access to a computer during their business hours) to at least PRINT my latest statement, I feel I have NO CHOICE but to use their online (that is, as stated above,with the dubious help of their call reps IF I can get access to a computer during their business hours) or over-the-phone payment options.
THIS IS NOT RIGHT!!!