Washington Mutual Mortgage Company - delay in processing incoming mortgage payments

# 2 for February 19, 2002

Complaints.com received the following e-message on February 18, 2002:

From: Marti Welty [Email User]

Washington Mutual Mortgage Company - delay in processing incoming mortgage payments

We would like an inquiry into the way Washington Mutual processes their incoming mortgage payments. In Janurary '02 we had mailed our payment to the address with our coupon in the envelope provided to us by the mortgage company on the 6th of January.

Our payment was not posted until the 14 of January. In February '02 the same thing happened, only this time it is now the 18th of February and after several phone call's to see what departmet my payment could be in, I was advised that it went to an automated processing unit where there was no there to check on it for you. .

My complaint is that now because the payment is still not posted we have to make a phone pay at 10.00 and cancel the check we wrote 29.00 for a total of 39.00.

Not to mention that I was told on 2 different occasions to check my post office! I am so over that one. In the past if we made our payment it was always there and posted within 2-3 day's and through our bank also within that time. We are asking for the automated system to be looked into as there has been a

breakdown or a lack of HUMAN staff to keep the system going!

Our next option is to write the BBB or the States Attorney General's Office. This is our credit and we do not want an automated system ruining our credit! We would like a response to this inquiry from a real person and not an automated system.

Sincerely

Mary G. Welty