According to a new CFPB report, some outlying mortgage servicers’ call centers averaged 10 minute hold times and 30% call abandonment rates.
CFPB Director Rohit Chopra said in a statement, “While many mortgage servicers are successfully assisting borrowers to avoid foreclosure, today’s report highlights that some servicers are lagging their peers and are less well-equipped to assist borrowers who have exited pandemic housing protections.”