"Critics argue that the fundamental business dynamics of servicing inspire wrongdoing ... market forces don't push servicers to compete on quality."

This says it all. Like title searching and loan closing, it's the great Walmart rush to the bottom.

At least in the 1980s lenders sold the loan to FreddieMac or FannieMae AFTER the mortgage was recorded with servicing retained.  You may not know who "owned" your loan, but your payments always went to the same place.  Borrowers today sign 120+ legal-size pages of loan documents that have "temporary" payment coupons.  In small print on one of those 120+ legal-size pages, Lender A discloses it sells 100% of its loans and Lender A doesn't "service" any of its loans - but by the time they get half-way through all the other legalese most people are so brain-numbed by the pile of papers with run-on, confusing sentences, they give up and stop reading  - putting it aside to read later.