Complaint #1619705 submitted on 10/22/2015 relating to Waterstone Mortgage Corporation. Complaint relates to Mortgage Conventional fixed mortgage - Loan servicing, payments, escrow account .
Complaint was submitted via Web and sent to the company on Thursday 22nd October 2015.
In XX/XX/XXXX I received notice from my mortgage holder, Waterstone Mortgage, that my loan would be transferred to XXXX XXXX on XXXX XXXX, 2015. On XXXX XXXX, 2015 I called Waterstone and spoke with XXXX, who advised me to pay my XXXX XXXX payment ahead of time to avoid having a payment show late during the loan transfer. I did so over the phone, paying {$2500.00} on XXXX/XXXX/15. I have confirmation of this payment from Waterstone and the full payment was debited from my account on XXXX/XXXX/15. However, Shellpoint mortgage did not receive notice of this payment at the time the loan transferred, so their records still show that I owe them a payment for XXXX XXXX, 2015. I have provided the written documentation of the XXXX/XXXX/15 payment to XXXX. I have contacted both Waterstone Mortgage and XXXX XXXX multiple times by phone, email ( through their secure messaging systems online ) and sent written requests to XXXX to have the issue resolved. So far, all I 've gotten is both sides pointing fingers at each other, both claim they are investigating, but neither has resolved the issue, nor acted on my request to provide status updates. Waterstone mortgage took a full week ( from XXXX/XXXX/15 to XXXX/XXXX/15 ) to send a response to my online message inquiry. Their response was a form letter acknowledging that they were delayed in responding and instructing me to resubmit my request via the Message Center. Basically, I 'm back to square one with them.
I would welcome advice as to how to get both companies to take action and respond - I feel like I 'm stuck in the middle with no recourse while both do nothing. Meanwhile, a {$2500.00} payment I made is lost in limbo and the new mortgage holder, XXXX Mortgage, shows me as being past-due on my payment, even though I have provided them with written documentation from Waterstone that I did in fact make that payment. What are my other avenues to ensure that ( 1 ) my principal balance is corrected to reflect the payment I made, and ( 2 ) my credit is protected?
Word of warning to all consumers : avoid Waterstone Mortgage! Our experience throughout the process of buying our house was painful, and it 's only gotten worse from there.
| Company | Waterstone Mortgage Corporation |
| Complaint ID | 1619705 |
| Date Received | 10/22/2015 |
| Product | Mortgage Conventional fixed mortgage |
| Issue | Loan servicing, payments, escrow account |
| State/ZIP Code | IL 600XX |
| Consumer Consent | Consent provided |
| Company Public Response | Company believes complaint is the result of an isolated error |
| Company Response To Customer | Closed with explanation |
| Submitted | Web 10/22/2015 |
| Result | Timely Response: Yes, Consumer Disputed: No |
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