I called on Wednesday, I called Thursday two times, and I believe I had the same representative both times. She was unhelpful. I was needing a mortgage payoff request and she said I would request it online and receive it 30 min later. I asked if there was a way she could do it to assure I received it and she said no. I requested it 3-4 times over those two days and never received it email-wise. She never mentioned I could also view it under Statements which I found myself. After looking at the payoff statement, I realized the dates were incorrect - it should be through 7/30, not 8/29. I called again and she was unwilling to provide me with any information other than, " I can change it but you may not receive it for weeks." I'm highly unsatisfied with this rep's lack of care, concern and detail.