Report: #102196

Complaint Review: Washington Mutual - Chatsworth cA

  • Submitted:
  • Updated:
  • Reported By: Port St. Lucie Florida
  • Washington Mutual
    10364 Mason Ave,
    Chatsworth, cA

Washington Mutual RIP-OFF worst customer service EVER CHATSWORTH CA

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The below April 18th letter was composed after I was at my wit's end re: my mortgage with WaMu. Prior to this, I'd had automatic withdrawal for my mortgage which they managed to screw up *several* times. After I'd finally had my fill, I discontinued my automatic withdrawal and proceeded with paying the bill by e-pay through WaMu checking.

April 18th, 2004

To whom it may concern:

I've spoken with 5 different representatives from Washington Mutual today.

I received an e-mail notice yesterday that my mortgage payment, withdrawn from my checking account on MARCH 19th has not been posted to my mortgage.

Call #1 To the phone number for mortgage.

Response? All I can tell you is that we've not received the funds. Call the number for the checking account.

Call #2 To the checking account folks.

Response? You'll have to call the online bill pay phone number. The funds have, in fact, been withdrawn.

Call #3 To the online bill pay people.

Response? The funds have indeed been withdrawn. We'll have to do a research on the payment.

In the meantime, I get Saturday (April 17th) mail from the mail box. I find the enclosed letter with the mortgage check for $712.00. The letter states, Unable to determine the account number you intended to pay. The account number is in the upper left hand corner of the check, CLEARLY and ACCURATELY printed (by computer). The letter is from Business Banking Loan Servicing, signed by TH1. Furthermore it states that if I have any questions, etc, I could contact Customer Service at 1-800-374-4646.

Call #4 To the Business Banking Loan Servicing

Response? This person states that his office has nothing to do with this issue and is unable to assist me in any way. Does not know why his department sent me such letter. Cannot answer the following question posed to him, If your department received my check back for account number problems, would you not CHECK the account number for accuracy and get in touch with the mortgage department to dispute that it IS, in fact, CORRECT AND ACCURATE??? Refers me back to mortgage department. WHY did this letter come from this department with phone number if this branch of WaMu if they have nothing to do with it and are unable to assist me??

Call #5 AGAIN to the mortgage department. I immediately ask to speak with a supervisor. To my shock, within a few minutes I am speaking to a person that goes by Sharone (sp?).

Response? After a short conversation, she asks what address the payment was mailed to. I give her a Houston PO address. She states the payment should be going to PO Box 60800, LA, Ca 90060. I've been mailing these payments to the Houston address and was NEVER notified that the address was incorrect. When asked what branch of WaMu holds the Houston address, she does not know.

I am appalled and disgusted that none of your branches are able to interact to solve issues for customers. Each one can verify that the checking account and mortgage account numbers are accurate. Banking and online bill pay are able to verify that my $712.00 has been withdrawn, and can help me no further. The mortgage department simply states that the funds were not received.

All the while, the check had gone to the wrong address, of which I was never notified. My first call to the mortgage department did not inquire as to what address the check had been mailed to. Nor were they aware that Business Banking Loan Servicing had returned the check due to unable to determine the account number you intended to pay. I was quite simply told that the funds were not credited to my mortgage and THAT'S ALL I CAN TELL YOU, MA'AM..

As you can see, this has been a mess and I'm terribly displeased with my service. Furthermore, this is not the first or second time I've had difficulties with your service. I stopped my automatic mortgage deduction due to the deductions not being removed and credited to the mortgage. In one of these instances, I simply sent a check through bill pay. It was never credited (although the funds were surely debited from my checking account). A research was performed on that check, as well. Never, in all the issues I've had with this mortgage, have I been told that the payment address was incorrect. Isn't that one of the simplest tasks to perform for your representatives in your Inquiry Department? I've been paying through bill pay for some time now. The previous payments were credited to my mortgage. Was it ever considered to notify the customer that she was mailing to the wrong address? Did it even occur?

I demand the late fee be removed. This payment was made March 19th, 2004. I received the returned check on April 17th, 2004 (a month later!!). Strangely enough, April 17th is the day I am charged a late fee.

Extremely unhappy customer,

Below is my experience with WaMu checking as of this date, August 2nd, 2004. This has been sent to the Better Business

On August 2nd, my checking account became negative, with the first debit transaction of $4.00 bringing my balance to negative $1.14.

At this time, my overdraft protection should have transferred 25.00 from my savings account.

This would have brought my balance to $23.86.

The next transaction (same day) was for $22.36.

This debit would have brought my balance to $1.50 (POSITIVE balance).

NOW, at this point (same day) another debit of $18.09 hit my checking account, which would have put me at negative $16.59 - which would merit a $30.00 overdraft fee.

It sure didn't progress that way.

No transfer from savings occurred.

On August 3rd, after THREE transactions had hit my account on August 2nd, my account was slammed with the following:

$30.00 overdraft charge
$30.00 overdraft charge
---$30.00 overdraft charge
$30.00 Non sufficient funds charge

On August 4th, on a break at work, I logged into my checking account and found the above charges. I called 1-800-788-7000, Washington Mutual Customer Service.

After a surprisingly short wait, I was connected with a representative. He asked how he could help me. I told him that I had some overdraft charges on my account that I'd like to discuss. He asked my account #, I gave it. He asked for my full name, I gave it. He asked for the last four numbers of my SSN, I gave it. He put me on hold.

He came back on the line ONLY to tell me that he was getting his supervisor on the line. NO DISCUSSION about the account or charges. I never, at any time, told him my side of the story - that I felt there was an error.

Supervisor gets on the line. Asks me how I'm doing. I respond, well I've been better. He promptly informs me that he will be unable to help me today. I'm stunned and tell him I've not even stated my position. He interrupts me and repeats that he will be unable to help me. At this point, I'm angry. I tell him that he is a Customer Service representative and I am a customer - that there should be a dialogue between us before he makes such a decision. I'm interrupted again. I ask him to please refrain while I'm talking, trying to explain my situation to you.

I ask him how he came to his decision. He states that the representative told me what was going on with your account. I made my decision based on that.

I respond with, how would your representative know what was going on with my account or what I had to say about the situation?

He tells me that it doesn't matter. I won't be helping you today. Repeatedly interrupts my trying to talk to him. Again, I ask him how if he REALLY BASED HIS DECISION ON HIS REPRESENTATIVE'S story. He responds with, ABSOLUTELY. Rude connotation, and all!

I end up requesting to speak to his superior. He says that won't be happening. I DEMAND to speak to his superior. He again, tells me that won't be happening, but he could take my number and have her call me back. I ask for her name and am told it is Tina Alvarado. I explain that I'm a nurse and cannot just come to the phone anytime of the day. I won't be helping you. I told you I can take your number and have her call you. I end up giving him my cellular phone number. Tell him I look forward to speaking to his superior while he interrupts me, yet again, to say have a good day... as if he's done with me - dismissed.

At this hour, 8:06 pm August 4th, I've not yet heard from the superior named Tina Alvarado. I just called the toll free customer service number so as to have a representative note on my account that I'm calling to say that Tina Alvarado has NOT returned my call, I've checked both my home and cell phones caller ID's and NO call has been made to me.

I reach a WONDERFUL young lady (named Kathryn) who takes this information for me, keys clacking in the background as she tells me she's notating my account. I ask if there really is a person named Tina Alvarado who is a superior to Will. She states she has heard of her and she (Tina Alvarado) works in a California office, I believe. Kathryn tells me she's in Seattle. Typically, management will return a call within 24 hours.

I tell Kathryn that 24 hours is not good enough for me, that if she's looking at my account, she can see that I'm in the negative. In the meantime, I end up telling Kathryn my side of the story. She explains to me how the debit transactions work. I still contend that when my account hit negative $1.14, the overdraft should have transferred $25.00....subsequently covering two of the three transactions. Furthermore, 2 out of the 3 overdraft charges should not have been debited to my account. I fully take responsibility for my account overdrafting, but I had money to cover 2 of the 3 transactions and should not have to pay overdraft fees for them.

Kathryn (a breath of POLITE fresh air!!) states that she notes that I've been a good customer and she will reverse two of the three overdraft charges.


Yet, I'm stuck with the lingering anger of how I was treated earlier in the day, customer service my rear end. When I ask Kathryn if she can give me Will's last name for my documentation, she regretfully informs me that she's not allowed to. She *does* tell me that he's in the Chatsworth Call Center.

Will, of the Chatsworth Call Center, is a disgrace to customer service. He did not keep in standing with politeness or listening to me state my case. Repeatedly interrupted me. Tone of voice rude and resolute in his not helping me today. And, as he is a representative of Washington Mutual, I'm deeply disappointed with him and Washington Mutual, both.

Representatives like Kathryn are precisely how representatives should conduct themselves. She was WONDERFUL!!

Unfortunately, that was not the case earlier in the day. The first representative I spoke with only got my account number, name, last 4 of SSN, looked at my account and transferred me to his supervisor - Will of the Chatsworth Call Center. I'd love to give you the initial representative's name, but I never got the opportunity to even SPEAK with him about my account, much less ask his name.

I'm sure of Washington Mutual looked at my account, they could track the initial rep's name.

Port St. Lucie, Florida

Click here to read other Rip Off Reports on Washington MutualRIP-

STOP! ..before you think about using the Better Business Bureau (BBB)... CLICK HERE to see how other consumers were victimized by the BBB's false or misleading information. Don't be fooled! It has been reported, when there are thousands of complaints and other investigations underway by authorities, the BBB has no choice but to finally give an UNsatisfactory rating to a BBB member business that is paying the BBB big membership fees every year. When a business is reported that is NOT a BBB member, BBB files WILL more likely show an UNsatisfactory rating, then reportedly shake down that company to become a member of the BBB. One positive thing about the BBB is, either way, if a business has an unsatisfactory rating with the BBB, you can be sure, the business is bad. But what about all those BBB member businesses that had complaints filed against them? Consumers never get to hear about them. What about the BBB advertising to the public? Is this a false and misleading perception they are giving about consumer confidence when dealing with a business? Click here to understand more of what consumers and business alike are saying about the BBB. You decide. ..Remember. The BBB membership is not earned, it's paid for!

This report was posted on Ripoff Report on 08/04/2004 07:08 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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