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Washington Mutual Mortgage Refinancing

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Paul of Riverton UT (04/16/07)

Our Family is in the process of refinancing our Home Mortgage. Washington Mutual has given our broker incorrect information and documented that in the past, we had a foreclosure. We called Washington Mutual and it took us 3 days to get a return call even with us contacting them on a daily basis. The person we talked to with a conference call with our Broker told us that they are in the process of sending us a correction letter. This was 2 month ago. When we finally received one, it was not the document our broker specifically asks for.

We still have not received a letter for us to close on a deadline date. Our Broker also has indicated that they have been calling them 2 to 3 times a day and all they get is the same answer. We are still waiting for the document that we need to be able to close the loan. I called today and the WM Rep pretty much read the documentation on the computer screen and told us to contact someone else. We have been transferred many times with a minimum of 20 to 45 minute wait. Still no documentation. I have never dealt with a Company with the worse customer service as Washington Mutual.

Veronica of Oakley, CA June 6, 2006

Veronica of Oakley CA (06/06/06)
Back in March we started to refinance our home. Nathan the loan agent dragged his feet to do everything. I was calling every week to get things going and he never got back to me. Not until I started threatening to go with another company did Nathan bother to get back to me and get things going. This was now mid May. We continued the process, he said he had to charge me over one point in a half for a 30 yr. fixed rate. I told him the point fee was too high because out interest was not low; however, we wanted to get this going and we took the point fee. I then received the complete package in the mail for my husband and I to sign.

As I reviewed it, I noticed corrections needed to be made. I again called Nathan and as usual he did not call me back. I then decided to call Nathan's supervisor Erik Hester. I told him Nathan was not getting back to me to make these corrections etc. He said he would talk to Nathan and call me back. He never called me back either. I then called Nathan and Erik one last time. The customer service lady told me Erik would be in at 2 pm and she would give him the message to call me. I called ant 4 pm and he was gone. I then asked for Erik's managers name and phone so I can call him to inform him of what had happened. After I was given that information, I got a phone call from Nathan indicating to me that Washington Mutual could not offer me a 30 yr fixed rate, I had to take an adjustable.

I didn't know what he was talking about because my initial call was not about the interest rate, it was about corrections needed on the final documents waiting to be signed. I then told him that I would not take an adjustable rate, and that I was still going to file a complaint againt him and the service I got. I have now contacted the main manager in Chicago and I will consult an attorney to see if I have any other options.

My consequences will be that I have not been able to refinance on time before my current loan expires and our home payment will be based on the current adjustable rate. I, may lose my house it I can't make these payments!

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