Washington Mutual ripoff Screwed-up escrow, forced flood insurance, fraudulent accounting, dishonest customer service Seattle Washington

Washington Mutual needs to be held accountable and punished severely. My total loss so far is $469.68 plus countless hours on the phone, faxing documents and e-mailing information.

1. Miss-management of home mortgage escrow account. In 2002 I received notice from Washington Mutual that there was a shortage in my escrow account. After I researched the transaction history I found that Washington Mutual paid my home owner's insurance twice by mistake. Three months of phone calls to the Washington Mutual customer service line were required before they fixed their mistake. Countless hours wasted.

2. Forced Flood Insurance. On May 30 I received a letter from Washington Mutual that my home requires flood insurance and if I didn't provide proof of insurance within 45 days (7/14/03) they would place (force) insurance. I called Wamu Customer service, talked to Tiffany, and explained that my home is not in flood zone AE and I have Flood Letter Certification stating that my property is in Zone C. Tiffany told me to fax the letter to Attn.: Insurance Dept at 843-413-2000 and include my loan number, which I did.

I received another Notice of Flood Insurance Requirement. I called Customer service again and talked to Dan. He said that they received the fax but did not complete the work order to stop the forced insurance. Dan assured me that I will not receive any moreFlood Insurance Requirement letters. On July 5th I received a Second Notice of Flood Insurance Requirement letter dated July 1. This letter states that if I do not respond in 15 days (7/16/03) flood insurance will be obtained at my expense at a cost of $1,315.88 per year. I checked with the Better Business Bureau and found a fax number for Lisa Marita Executive Liaison. I faxed the information to Lisa Morita, Al Turbeville and Rob Sawall. All assured me that this problem has been taken care of and there would be no forced flood insurance.

On Aug. 21 the amount of $1,315.88 was taken from my escrow to pay for flood insurance and the coverage started 5/26/03 (50 days earlier than what was stated in the May 30 letter). On Aug. 22 I refinanced my mortgage with my local credit union, no flood insurance needed. I faxed Wamu insurance dept. told them to contact the flood insurance company and wave the flood insurance. Wamu didn't contact the insurance until 9/2/03 and they gave the insurance company a cancellation date of 9/2/03 instead of waving the insurance. $355.78 lost.

3. Lies, lies, and more lies. On Sept. 12 the flood insurance company mailed a $960.10 refund check to Wamu ($1,315.88 $355.78 "99 days of coverage 5/26/03 to 9/2/03" = $960.10). On Oct. 15 Wamu mailed a $846.20 check to me ($113.90 short). Below is the e-mail communication that I have had with Tracie, a Washington Mutual eCare specialist at contact@wamuhomeloans.com, from Jan. 29 through Feb. 6. Note, please scroll to the bottom to read in chronological order:


2/6/04
Tracie,
Nice try.
I have a copy of the letter sent from Yolanda Glass of Washington Mutual to the title company dated 8/29/03 stating "Your check in the amount of $98,584.91 was received." Also, I have a copy of the FedEx shipping label (TRK # 7908 8222 7788) with proof that the $98,584.91 check was delivered to Washington Mutual Payoff Unit on 8/28/03.

Now before you try to tell me that the $88.90 in interest is because the $1,112.39 wasn't received until 9/3/03, Yolanda's letter also states "The signature on this guarantee letter will ensure the payoff of this loan and will keep interest from accruing... Washington Mutual will stop further interest from accruing on the loan... If funds are not received at Washington Mutual by 9/3/03 we understand that the loan will be reactivated." I also have a copy of the FedEx shipping label with proof that the $1,112.39 check was received at the Washington Mutual payoff Unit on 9/3/03, and the transaction history shows payment received in the amount of $999.99 + $112.40 = $1,112.39 on 9/3/03.
Send a check to me in the amount of $113.90.

I am following through with what I stated in my 2/5/03 email to you:
"If your next email does not satisfy my request I will file a complaint with the Attorney General, the OBRE, www.ripoffreport.com, etc. The complaint will include how Washington Mutual miss-managed my escrow account in 2002, falsely forced flood insurance in 2003, added bogus fees to the closing/payoff amount and failed miserably at "customer service".

The above reports will be mailed Monday, 2/9/03. I suggest you satisfy my request no later than noon Monday.
M
________________________________________________________________________
From: "WaMuLoanService.com"
Reply-To: "WaMuLoanService.com"
To: M
Subject: Re: Re: Re: Re: Re: Escrow / Taxes / Insurance
Date: Fri, 06 Feb 2004 13:22:08 -0800

Dear M,
Thank you for your inquiry about your Washington Mutual home loan.

When a loan is being paid in full, interest accrues daily. The interest due on 09/02/03 was $632.36. The amount received to be applied as interest was $543.46 (good through 08/28/03). The difference of $88.90 was applied as interest.

It is our goal to provide you with the best customer service possible.

If you have any additional questions or concerns regarding your home loan, please contact us again by email or contact our Customer Care Department toll-free at 1-866-WAMU-YES. Our home loan professionals are available to respond to you 24 hours a day, except for major holidays.
Thank You,
Tracie
eCare Specialist
Washington Mutual Bank, FA
_______________________________________________
Tracie,
I have a copy of the Washington Mutual Demand/Payoff Statement dated 8/20/2003. This statement itemizes the following:
Current total unpaid principal balance - $97,956.45
Interest to 8/28/2003 - $543.46
Payoff statement fee - $60.00
Recording Fee - $25.00
Total amount due to Washington Mutual - $98,584.91

In your email you said "On 09/02/03, Washington Mutual received funds in the amount of $98,584.91. $25.00 of this was immediately applied as the recording fee, leaving a remainder of $98,559.91 (the $60.00 payoff statement fee was not taken from this amount)."
If the $60.00 payoff statement fee was not taken from the "remainder of $98,559.91" then where did the extra $60.00 go? It wasn't the principal balance ($97,956.45) because I verified the principal balance amount with the transaction history. It wasn't the interest ($543.46) because again I verified the amount with Washington Mutual records. The Washington Mutual Demand/Payoff Statement dated 8/20/2003 along with the transaction history is proof that the $60.00 fee was included in the payoff total of $98,584.91.

As for the $28.90, you said: "We received the additional payment of $1,112.39 on 09/02/03. What was required was $1,141.29". Again, I have proof that the amount required was $1,112.39. I have a fax dated 8/29/03 from Yolanda Glass of Washington Mutual sent to the title company confirming receipt of $98,584.91 and requesting a balance due amount of $1,112.39. Where is your proof that $1,141.29 was required?

Please send a check to me in the amount of $113.90.
If your next email does not satisfy my request I will file a complaint with the Attorney General, the OBRE, www.ripoffreport.com, etc. The complaint will include how Washington Mutual miss-managed my escrow account in 2002, falsely forced flood insurance in 2003, added bogus fees to the closing/payoff amount and failed miserably at "customer service".
M
____________________________________________
From: "WaMuLoanService.com"
Reply-To: "WaMuLoanService.com"
To: M
Subject: Re: Re: Re: Re: Escrow / Taxes / Insurance
Date: Wed, 04 Feb 2004 14:52:23 -0800
Dear M,
Thank you for your inquiry about your Washington Mutual home loan.
On 09/02/03, Washington Mutual received funds in the amount of $98,584.91. $25.00 of this was immediately applied as the recording fee, leaving a remainder of $98,559.91 (the $60.00 payoff statement fee was not taken from this amount).

We received the additional payment of $1,112.39 on 09/02/03. What was required was $1,141.29 (the difference of $28.90 was advanced by Washington Mutual). We then used these funds to pay the loan in full.
When we received the refund for the insurance, the $60.00 payoff statement fee was still outstanding (as the funds were used toward payoff). The advance of $28.90 was also outstanding. We used part of the insurance refund to pay these funds, totaling $88.90. The remaining was applied as the recording fee, which I have requested to have refunded.

It is our goal to provide you with the best customer service possible.

If you have any additional questions or concerns regarding your home loan, please contact us again by email or contact our Customer Care Department toll-free at 1-866-WAMU-YES. Our home loan professionals are available to respond to you 24 hours a day, except for major holidays.
Thank You,
Tracie
eCare Specialist
Washington Mutual Bank, FA
_____________________________________
Dear Tracy,
According to YOUR RECORDS (Transaction History on the WaMu website, Fax from WaMu to the Title Company and the Washington Mutual Demand/Payoff Statement) there is no record of a $88.90 shortage.
I expect a detailed explanation of what specifically created this "shortage" and an answer to why the "shortage" does not show anywhere in your records.
Please send a check to me in the amount of $113.90.
M
_________________________________________
From: "WaMuLoanService.com"
Reply-To: "WaMuLoanService.com"
To: M
Subject: Re: Re: Re: Escrow / Taxes / Insurance
Date: Wed, 04 Feb 2004 12:41:31 -0800
Dear M,
Thank you for your inquiry about your Washington Mutual home loan.
According to our records, the final payoff was still short by $88.90, even after the additional funds were received from your title company. The $60.00 that should have been applied as the payoff statement fee was used toward this shortage, along with $28.90 that was advanced by Washington Mutual.

Because the $60.00 was used toward the payoff and not the statement fee, it was still outstanding. I do see, however, that the $25.00 recording fee was paid two times in error. I have made a request to have $25.00 refunded.

It is our goal to provide you with the best customer service possible.

If you have any additional questions or concerns regarding your home loan, please contact us again by email or contact our Customer Care Department toll-free at 1-866-WAMU-YES. Our home loan professionals are available to respond to you 24 hours a day, except for major holidays. >
Thank You,
Tracie
eCare Specialist
Washington Mutual Bank, FA
____________________________________________
Dear Tracy,
The payoff amount, per the Washington Mutual Demand/Payoff Statement dated 8/20/03, was $98,584.91. This total includes:
Current total unpaid principal balance $97,956.45
Interest to 08/28/2003 at 07.500% $543.46
Payoff statement Fee $60.00
Recording Fee $25.00

My loan transaction history shows payment received of $98,559.91 and $25.00 (total $98,584.91) on 9/02/03.
On Friday, 8/29/03 Washington Mutual notified my title company by fax that a check in the amount of $98,584.91 was received; however it was short in the amount of $1,112.39. My Title company sent $1,112.39 overnight, to be delivered Tues., 9/02/03 (9/1/03 was Labor Day). My loan transaction history shows payment received of $999.99 and $112.40 (total $1,112.39) on 9/03/03.

I have documentation of the above figures.
The $60 payoff statement fee was paid 9/02/03.
The $25 recording fee was paid 9/02/03.
The shortage was paid 9/03/03.
Please send a check to me in the amount of $113.90.
Please respond.
Thank you,
M
_____________________________________
From: "WaMuLoanService.com"
Reply-To: "WaMuLoanService.com"
To: M
Subject: Re: Re: Escrow / Taxes / Insurance (KMM5028029V72129L0KM)
Date: Mon, 02 Feb 2004 17:42:35 -0800
Dear M,
Thank you for your inquiry about your Washington Mutual home loan.
Following are the fees that were paid at closing from the insurance refund:
Payoff Statement Fee: $60.00
Recording Fee: $25.00
Advance: $28.90

When the loan was paid in full, the payoff amount was short by $28.90, therefor, Washington Mutual advanced the funds so that the loan could be paid in full. The other fees were a part of the final payoff. As the funds were owed to Washington Mutual, we used part of the insurance refund to cover the cost. Had we not done so, you would have received a bill in the mail for the remaining amount due.

It is our goal to provide you with the best customer service possible.

If you have any additional questions or concerns regarding your home loan, please contact us again by email or contact our Customer Care Department toll-free at 1-866-WAMU-YES. Our home loan professionals are available to respond to you 24 hours a day, except for major holidays.
Thank You,
Tracie
eCare Specialist
Washington Mutual Bank, FA
_________________________________________
Dear Tracy,
Please send me an itemized list of the "some outstanding fees" that you mentioned in your e-mail. Who authorized the use of my insurance refund to pay for your "some outstanding fees?"
Please respond.
Thanks,
M
________________________________________
From: "WaMuLoanService.com"
Reply-To: "WaMuLoanService.com"
To:
Subject: Re: Escrow / Taxes / Insurance
Date: Thu, 29 Jan 2004 14:30:45 -0800

Dear M,

Thank you for your inquiry about your Washington Mutual home loan.

Our records indicate that at the time this loan was paid in full, there were some outstanding fees not covered by the payoff sent. When Washington Mutual received the insurance refund, we used a portion of it ($113.90) to cover money that was still owed to us. The remainder, $846.20, was refunded on 10/15/03.

It is our goal to provide you with the best customer service possible.

If you have any additional questions or concerns regarding your home loan, please contact us again by email or contact our Customer Care Department toll-free at 1-866-WAMU-YES. Our home loan professionals are available to respond to you 24 hours a day, except for major holidays.

Thank You,
Tracie
eCare Specialist
Washington Mutual Bank, FA
__________________________________________

Original Message Follows:
------------------------
From: M
Email: ***********@*******.com
Loan Number: **********
Application Number:
Phone Number: ***-***-****

On Sept. 12 SWBC mailed a check in the amount of $960.10 to Washington Mutual for refund of flood insurance on loan #**********. On Sept. 15 Washington Mutual received and deposited the check. This information has been verified by Amy and Jenny at SWBC and Wendy from Assurant. Check #897747737A in the amount of $846.20 dated 10/15/2003 arrived in my mailbox Oct. 20 from Washington Mutual (short $113.90). I called Washington Mutual on Oct. 21 and talked to Ann McKay she told me to call Wendy Dorrell at 843-413-2388. I spoke with Wendy on Oct. 24 and gave her all of the information listed above. Wendy said she will look into it and call me back. Wendy never called me back. Please send me the $113.90 that you owe me to my address: ***** * ********* Lane, *****, IL. I expect a response no later than 5 business days from today (2/5/04). You can reach me at work: ***-***-**** x*** or by e-mail:************@*******.com
Thank you,
M



M
Barrington, Illinois
U.S.A.

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