HomeStreet Bank

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

We regret the client did not feel their expectations were met Management has reviewed the complaint with MrW [redacted]

HomeStreet Bank apologies to Ms [redacted] for any delay in communication or processing times experienced during her loan request Due to customer privacy, HomeStreet will communicate directly with the client regarding her complaint HomeStreet acknowledges we should have done a better job communicating with the client during key points along the way Senior management has discussed the complaint with both the branch manager and the loan officer to make sure we learn from this experience and make the necessary adjustments to improve HomeStreet Bank take these comments very seriously as we strive to always put our customers first

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] In my telephone conversation with a Homestreet escrow representative on January 6, I was told the refund would be in my hands at the very latest, January Every time I have contacted the Homestreet escrow department, I have been given different information And in my emails to the Homestreet escrow department, they have not answered my questions as to when the check will be/ was mailed, the address it was mailed to, and the amount of the check During the time my mortgage loan was with Homestreet, their mortgage department has been slow in paying my property taxes and the hazard/property insurance , i.e., they would withdraw the funds from my account several weeks before the due date , but yet the bills wouldn't be paid until the very last date possible

Mr*** loan was paid on 01/05/2016. He received notification with his payoff statement that any escrow funds would be mailed within days of payoff
On 01/06/2016, Mr*** e-mailed the HomeStreet Loan Servicing Department asking when the escrow dollars would be sent.
That same day, our Escrow Administration Department responded via e-mail that any payoff overage would be sent to the address of record within days
Mr*** has contacted the bank several more times regarding this refund
The check was disbursed from his account and has been sent via USPS. On 01/26/2016, we requested he check back with us if the check had not been received by 02/01/2016, which should ensure sufficient mail time
We apologize that Mr*** is frustrated with the waitHe should receive his escrow refund within the stated days

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *** PS: I have already changed banks and am thoroughly enjoying my new bank very very much

Ms*** account was unable to be closed because a there was still a balance available. Our operations department has confirmed Ms*** has withdrawn the balance of her account this morning. Both the checking and savings account will be closed as of 5/10/

Response to Revdex.com,
 
Re: [redacted],
 
HomeStreet Bank acquired Simplicity Bank this spring, and made our operational conversion on April 13, 2015.  We acknowledge that we had many technical difficulties for many of our customers, which we worked very hard to fix as...

promptly as possible.  Ms. [redacted] was one of the Simplicity Bank customers who was affected by the problems.
 
We first received an email message from Ms. [redacted] on May 1st at 12:45 a.m., stating that she could not verify that her SSI check had been properly deposited to her account.  We received another email at 2:03 a.m. that same day also demanding to know where her direct deposits were.  She also stated that another direct deposit was due on May 2nd.
 
On May 1st (same day) at 10:16 a.m. a HomeStreet Bank staff member emailed her to confirm that both deposits had been posted and were available for her use.  At 1:32 p.m. we received another email from Ms. [redacted] as she was having difficulty accessing her online account.  The same HomeStreet Bank staff member tried to call the customer to assist her at 2:00 p.m., but had to leave a voice mail message.  She therefore followed up with an email to the customer at 2:06 p.m., sympathizing with the customer over her frustration, explaining how she should be able to access her account, and stating that the staff member would call the customer again in a few minutes to assist her.  Our staff person called her again at 2:07 p.m. and 2:27 p.m., but could not get an answer and had to leave voice mail messages.
 
HomeStreet Bank received another email from the customer at 3:22 p.m., complaining that the Bank had not fixed her situation, and she would refer the matter to the Revdex.com.  The HomeStreet Bank staff member attempted to reach the customer by phone at 3:27 p.m., 4:12 p.m., and 4:58 p.m., but was unsuccessful and had to leave voice mail messages.  The staff member then followed up with an email to the customer at 5:28 p.m., and then another phone call attempt at 5:30 p.m., again having to leave another voice mail message.
 
The customer responded to the email at 5:54 p.m. stating that she was considering changing banks – she would let the Bank know what she decided to do, and that she had been helped already by someone to be able to access her accounts.  The customer sent two more emails, one on May 2nd and one on May 3rd, to confirm that she was withdrawing all of her money her accounts and was changing banks and that there was nothing that we could do to change her mind.  By Monday, May 4th, the customer had withdrawn all of the money from her accounts.
 
HomeStreet Bank was very sorry that Ms. [redacted] had all of the problems with her account when we made our conversion.  We could well understand her frustration, and tried to assist her to the best of our ability, but we were to be unable to reach her directly to provide that personal assistance.  We strive to provide outstanding customer service to all of our customers, but we regret that we did not do so in this instance.  We hope that Ms. [redacted] will be satisfied with her new bank.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

HomeStreet Bank apologies to Ms. [redacted] for any delay in communication or processing times experienced during her loan request.  Due to customer privacy, HomeStreet will communicate directly with the client regarding her complaint.  HomeStreet acknowledges we should have done a better...

job communicating with the client during key points along the way.  Senior management has discussed the complaint with both the branch manager and the loan officer to make sure we learn from this experience and make the necessary adjustments to improve.  HomeStreet Bank take these comments very seriously as we strive to always put our customers first.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
In my telephone conversation with a Homestreet escrow representative on January 6, I was told the refund would be in my hands at the very latest, January 26.  Every time I have contacted the Homestreet escrow department, I have been given different information.  And in my emails to the Homestreet escrow department, they have not answered my questions as to when the check will be/ was mailed, the address it was mailed to, and the amount of the check.  
During the time my mortgage loan was with Homestreet, their mortgage department has been slow in paying my property taxes and the hazard/property insurance , i.e., they would withdraw the funds from my account several weeks before the due date , but yet the bills wouldn't be paid until the very last date possible.

We regret the client did not feel their  expectations were met.  Management has reviewed the complaint with Mr. W[redacted].

Complaint: [redacted]I am rejecting this response because:
1. I was told on 5/31/2016 via email that the only way to change an address with Home Street bank was that I myself had to call and change it. The only mailing address I have ever provided to Home Street is my PO Box, so someone at Home Street intentionally changed it to an address of their choice.
2. Home street bank did not just send my name, physical address, and loan number to the address of their choice. They also included my loan amount and interest rate.  If this is public information, I would like to have the specific law referenced that requires them to share my loan amount and interest rate with the public. 
3. Home Street bank has known about their error since late May 2016.  As of June 12, 2016, I still have not received any mail from them since the closing on May 2, 2016.  (I had received mail from them prior to closing at my PO Box, which is how I know that is the only mailing address they should have on file for me.)
4. None of the paperwork Home Street Bank sent to the address of their choice has been returned to Home Street.  So I still do not know who received the mail they sent, or what was even sent.
5. Since Home Street Bank intentionally changed my address from my PO box without a phone call from me, I would like them to pay for the following:
a). All costs associated with adding a security freeze to my credit file for all 3 bureaus.  This includes all fees associated with lifting the credit freeze when needed & having the credit freeze placed back on my accounts.
b). All costs associated with having a PO box for the next 7 years.
6. I want Home Street bank to provide me with a new loan number.  If they refuse to do so, I would them to quote the specific law that prevents them from changing my loan number at my request due to their error in sending my personal information to an address that I did not provide them with.
7. I would also like to see Home Street Bank change the following:
a). Put more stringent practices and policies in place that prevent anyone at Home Street from changing a a mailing address without explicit consent from the customer.  
b). Improve their customer service.  This includes extending their customer service hours as well as requiring their customer service reps to respond to voice mails that customers leave asking for information, especially since they have refused to provide cell phone numbers or take phone calls after 5pm.  
c). Home Street Bank should also provide a more timely response on how and when to make mortgage payments. My closing was May 2, 2016 with the first mortgage payment due June 1, 2016 but I did not receive any direction from Home Street on how to make a mortgage payment until June 10, 2016, and that was only via email when I asked them to change my payment due date from 6/1/2016 to 7/1/2016 and waive all related fees since they had not sent me any information on how to make a mortgage payment.
Sincerely,[redacted]

HomeStreet Bank sincerely apologizes for the error in the accuracy of the mailing address associated with this loan.  Upon receipt of this concern, an investigation was conducted to determine why the appropriate mailing address was not accurately reflected after the loan was boarded to the...

loan system used by HomeStreet Bank.  It was discovered that an input error occurred during the processing of the original loan application.  Please be assured that all records regarding the loan are now correct and reflect the accurate mailing address.
HomeStreet Bank has send copies of any documentation that had been sent to the incorrect address to the correct mailing address, a PO Box.
Regarding the request to have the loan number associated with the mortgage loan altered, the loan number is assigned at loan origination and is noted on the Deed of Trust which is then recorded with the County in which the property is located; this recording becomes public record, including the loan number, and is not considered private information.  HomeStreet Bank understand the concern of privacy and security of sensitive information, and should the customer like to add an additional layer of security, a password of personal identification number (PIN) can be added to the account, this will require anyone seeking information, or wishing to discuss the loan, to disclose the PIN or password prior to any release of information.  Please note, even if a pssword or PIN is not established, HomeStreet Bank will not provide details of the loan, or document copies to any third party not authorized by the customer.
This information and copies of the above mentioned documents have been sent to the customer via e-mail on June 9, 2016.