Washington Mutual - Home Mortgage department - loan transferred from Fleet to Washington Mutual - payment troubles ensued

Complaints.com received the following on March 4, 2003:

From: Email User

RE: Washington Mutual - Home Mortgage department - loan transferred from Fleet to Washington Mutual - payment troubles ensued

Washington Mutual Home Mortgage department is the most inept company that I have ever had to deal with. My problems started when Fleet Bank transferred my loan to Washington Mutual in November 2002. On December 1, 2002, I made my 1st Payment to Washington Mutual to the address and account number provided by Fleet through PC banking. The check was not cash and being of concern to me I called Washington Mutual to inquiry about the payment. On December 7, spoke to a customer service representative by the name of Scott who made a note on the account. On December 10, Matt, another customer service representative told me that the payment was not yet received and I should call their research department who would investigate. Customer service representatives Aieshia and Maria also promised to investigate and get back to me but they never did.

Each time I called, I was told that they had not yet received the check and that I should check back in a few days. Finally, on December 16, 2002, Washington Mutual suggested that I do a "Just in Time" payment and that they would waive the fees relating to this service. This payment was posted to my account on December 18, 2002. On December 18, 2002, my bank also confirmed that the missing check was paid, thus Washington Mutual received two payments in December 2002. I called and asked to speak with their customer service representative who told me that they could not see two payments in my account...only one. I got my bank to provide proof of the payment and received a letter from Washington Mutual dated January 8, 2003, from Kathleen Mallon in Customer Support confirming that the payment was indeed received and posted to my account on December 16, 2002...a payment that still does not show up in my account. On January 13, I spoke with Catherine - Team 4 to ask why the payment was not showing up in my account. She claimed that it was not received. After much discussion and explaining to her that I had a letter from Washington Mutual stating that the payment was there, she promised to have it researched and to get the information updated. By this time, realizing that there was a problem in having the payments posted correctly, I had Customer Service confirm where the payments should be sent. They instructed that the January 2003 payment be sent to a different address than the December 2002 payment. I kept on checking my account to see if the payment was posted and found that my payment for January 2003 was also not posted to my account. I called and spoke to their customer service representative who transferred me to Mr. Chad Chambers @ 1-800-3860 ext 2481 in their collections department on January 29, 2003. After insisting that there were two missing payments (December and January), Mr. Chambers was able to identify them in the system and promised to have them posted to my account. Mr. Chambers also told me that the address I had used for the January payment was incorrect and that it should be sent to a different address. On January 30, 2003, I received a called from Kreshelle Humbert (843-676-2852 - direct line - who claimed that she has been assigned this account to correct the problems), who again asked that I provide proof of the January payment and that it would be corrected as soon as she received the information. My bank provides this information on February 5, 2003, but Washington Mutual still has not posted the payments. I have called and left messages for both Mr. Chamber and Ms. Humbert but neither of them has returned my calls. On February 24, 2003, I sent a letter to Mr. Kerry K. Killinger, Chairman, President and Chief Executive Office, Washington Mutual, 1201 Third Avenue, Seattle, Washington 98101 asking him to have my account corrected. Let's see if anything is done. Patrick.

New Jersey

Comment On This

I still have not received my 1099, despite several calls to Brianne in the Legal Department and the Mortgage Department. I received a 1098 stating that we had earned $2500 in income, which is a lie. No return calls.