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J.G. Wentworth Home Lending, Inc.

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J.G. Wentworth Home Lending, Inc. Reviews (91)

I have spoken to [redacted] several times during the past three weeks.The issue has been resolved. The funds have been applied as a principal reduction, per Veterans Administration guidelines.
Please contact me if you have any additional...

questions.
Oscar ** A[redacted]
Chief Compliance Officer

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Oscar A[redacted]




Sep 6 (2 days ago)









tome




 
 
 
 
[redacted],
 
I have taken action on this complaint. We refunded the borrowers desired charges.

Review: Refinance mortgage thru [redacted] with leader WestStar Mortgage, Inc.

Prior to starting up documentation, I was ensure once the loan has closed it will be sold to [redacted]. Which is one of the big reason I went with WestStar, otherwise I would have not.

Loan Officer wrote: "Your loan is locked with [redacted] so I can say with absolute certainly that your loan will be sold to [redacted]. The loan program is Series 200 which is [redacted] and the lock plan code "F15F-2" stands for [redacted] 15 year [redacted] loan."

But after 3 weeks of closing, I get a letter stating my loan has been sold to [redacted] and to send all payment to [redacted].

I email the loan officer and question what happen?

Loan Officer wrote back: "It appears our secondary department sold the loan to [redacted] as [redacted] had issues with it, they did not elaborate but stated that [redacted] was the best option. Unfortunately I was not notified of this and I conveyed to them your preference and they said it was too late to switch."

Now, I don't know much but that sounds lit bate and switch.

WestStar Mortgage has not only give themselves a bad rep. Now they have drag [redacted] name into the mudDesired Settlement: If they cannot rectify what was promise. Comparsion should be issue and company operation procedure should be review and corrected.

Business

Response:

Even though a loan may be locked with a particular investor that is not a guarantee the loan will be sold to that investor. The loan was sold to [redacted] which is a very high rated loan servicer by the GSE's and known for offering excellent customer service.. The fact that the loan was sold to [redacted] is not a bait and switch as the borrower still has the same product with the same rate. There are no damages to the borrower and no refund owed to the borrower.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

My decision to apply with WestStar Mortgage is base on verification by the loan officer the loan will be sold to [redacted] at end of closing.

Here is what the loan officer reply

Review: I wasn't sure what the Primary Nature of my Complaint was, as it fit into so many categories. My husband and I tried to get a mortgage on our property, wasted about two months and lots of time and effort, paid for an appraisal and were left with nothing. We own 35 acres and have a small house on it. We are building another house on the property, mostly with money we already had, but decided to get a mortgage to make life easier. The house we are currently in will become a guest house-we've gotten the permit from the county. We owe nothing on the property, the appraisal came out to $295,000 and we asked to borrow between $150,000 and $200,000. At the very start of talking with Weststar (Fred H[redacted]) my husband explained what we were doing and was assured that there was no problem. We have credit scores of 840 and 826, a state pension, social security, secure employment, three rental properties- two of which we owe nothing on, and income well over $100,000. We have one monthly payment of $1300 for the one rental and no other debt. Anyway, every day there would be requests for numerous documents, well beyond anything we've ever had to submit before for a loan, and the process dragged on. We missed our lock in date and Fred called and said we'd surely have everything completed in a few weeks- with a new higher interest rate. Then we get a call from Fred that the underwriter won't approve because we live on a private road and there is no legal maintenance agreement. As people have lived on this road for five decades and I knew they were getting mortgages, I spent about five minutes on the internet. I found out that California has a law that if you live on a private road all the homeowners are legally bound to provide maintenance on the road when needed in a percentage related to where you reside along the road. Now, if I could find this, don't you think an underwriter should at least have looked for it? So, we're thinking everything is fine. They then request a note from us saying what we want the money for and so we tell them what we're going to write- that we're building another structure on our property. Fred says "fine, it doesn't matter". Fred keeps assuring us we're going to get the loan imminently. Then one day we get a call from Fred and he says" the underwriter won't approve the money if it's for a structure on the property. It would have been better if you said you were going to pay off debts". I replied- it would have been better to say we were in debt for $150,000 that we didn't tell you about, rather than improving the property that you are loaning us money on? So Fred then said," there's an easy fix. Just split your property." Now, maybe it's easy to do that in Virginia, but in California you are talking about an expensive, lengthy process. So, then Fred said," Let me talk to my boss, Van and see what we can do". Well, that was the last time I heard from him. My husband called from another number once (as they didn't seem to be answering our calls) and got Fred who abruptly said "I explained everything to your wife". We called Fred and Van, left messages and emailed them several times. Nothing. No suggestions about another kind of loan, etc. So, we emailed requesting a return of the $400 we paid for the appraisal and heard....nothing. I think the thing that bothered us the most was the amazingly unprofessional manner in which they treated us. We've had several mortgages and loans over the years and have never been treated like this. We went with Weststar because of the [redacted] connection; we assumed they'd be professional. We were nothing but open and honest with them about why we wanted the money and if their sales person doesn't know enough to realize it's a problem, then I don't believe we should be out $400 for an unnecessary appraisal. Not to mention the time and effort we wasted and the sour taste it left in our mouths. A totally demoralizing experience. And hopefully, it's not going to affect our credit scores or ability to get a loan in the future.Desired Settlement: At this point the most practical desired outcome would be the return of the $400 for the unnecessary appraisal. Getting the loan and an apology would be the best outcome.

Business

Response:

[redacted],

Regarding [redacted]. We have refunded her appraisal fee as was requested. While we do not agree that WestStar miscommunicated, we , still have fulfilled the borrowers request.

Review: On 5 August, I was notified by my homeowners insurance company about a lapse in coverage. Upon calling my mortgage company, I was informed Weststar Mortgage Inc. became the new loan servicer. I then called Weststar Mortgage Inc. to find out why the hadn't paid my homeowners insurance, and they had no records of my loan. After reaching a dead end with [redacted], I asked to speak with a supervisor. [redacted], the supervisor on duty, refused to speak to me. I then I asked to speak to [redacted]'s supervisor, "[redacted]". [redacted] then takes my call and said there is nothing he can do, my account was not in the system. Later that week, I started receiving harassing phone calls and threatening letters, claiming they were going to report me to the credit agencies as delinquent. On 27 August, I talked to [redacted] in customer service. After explaining my account was debited by the Equity Accelerator Program, I was rudely told I had not made any payments. I then called the Equity Accelerator Program and they told me the payments had been sent out on 7 August 2013 in the amount of $1509.56, and again on 8 August 2013 for the same amount. I then called my previous lender about the payments and the response was if they receive a payment, it would be forwarded to Weststar Mortgage Inc. I then called Weststar mortgage again, asked to speak to a supervisor, and [redacted] refused to take my call. At this time, I asked to speak to another supervisor and reached **. ** was no help in resolving the issue and insisted the error was on my part, even though I have proof the payment was debited from my account. I asked to speak to **'s supervisor due to the rude attitude I was getting, and was transferred to [redacted]. After being put on hold to "review my account", the call was disconnected. I have had multiple problems with this company in the short time they have been servicing my loan. Their customer service department is reluctant to help, and insist I make multiple payments until one shows in their system.Desired Settlement: I am a combat wounded, disabled veteran. I feel this company is praying on weak individuals, using threats and manipulation to drain citizens of funds, or incompetent of managing proper records. Either way, the individual should not be the one to suffer. I am now going through a mental crisis due to Weststar Mortgage Inc..

Business

Response:

[redacted], With respect to the complaint shown below, please note the following: I spoke and corresponded with [redacted]. The primary issue was not being able to pay his Homeowners Insurance policy because of an erroneous address for his carrier. Attempts to contact [redacted] were unsuccessful. During the past 30 days, all issues have been resolved. Thank you for following up. Best, [redacted] Chief Compliance Officer WestStar Mortgage Inc. [redacted] Va. [redacted] Direct Line ###-###-####[redacted]

Review: I applied for a mortgage on our new home in [redacted]. [redacted] was our point of contact throughout the lending application process. On numerous occasions his demeanor was short, abrupt, VERY unprofessional and down right rude not only to me, but my husband and his employer. On several occasions he called back to back multiple times, even admitting that his behavior was stalker-like. The problems with [redacted] came to a head when he realized the day of closing that he still needed documents from us and that the HUD statement was incorrect. He blamed the inaccuracies of the HUD statement on me. Finally, after getting a HUD statement that was revised multiple times, we looked it over with our realtor while at the settlement company's office. She noticed that the appraisal cost and the actual cost we paid were off by $50. She asked what [redacted] was going to do to fix it and he said he would give us a check for the $50 difference. We have yet to receive that check even though I had sent a lengthy email to [redacted] ([redacted]'s supervisor) and was promised by [redacted] that we would get the $50. I waited a reasonable amount of time and followed up with [redacted] on the status of the check, only for it to go unanswered. I'm appalled by the complete lack of professionalism at WestStar Mortgage.Desired Settlement: I would like a check for the $50 that was promised.

Business

Response:

After reviewing the file and speaking with **. [redacted] WestStar does owe the borrower a $50.00 refund on the appraisal which is being credited back to the borrwers credit card which was initially charged. The reversal of the charge should show up in approximately 3 to 5 business days. We apologize for the delay in this matter and this should resolve the borrowers concerns. If you have any questions please contact [redacted] at [redacted]

Review: I applied for a mortgage with WestStar Mortgage on April 25, 2013 and received a prequail letter the same day. On May 14, 2013, I received conditional approval approval from underwriting. Then on May 24, 2013, I received an email from my loan processor stating the following item(s) were needed:[redacted] will not allow us to obtain a verification of mortgage. They state the account is now due for April 1st and May 1st payments. The account needs to be brought current and then your husband will need to request that [redacted] fax or email a verification of mortgage for the last 12 months. Also, we will need an explanation on why the April 1st payment has not been paid yet. May will need to be made prior to or by May 31st. Please call [redacted] to discuss this issue further.Please provide a copy of the Deed of Trust and Note for [redacted] to prove you have no title ownership or lien responsibilityI am not my husband's mortgage loan or deed to the home; however, the bigger issue, is that my husband is not applying on the new loan with me. I have questioned why his information is needed and was told this: If your husband currently owns a home that is in foreclosure that would directly affect your household whether he is on this loan or not. Seeing as how the April mortgage payment was not made this is a very serious issue in validating whether a new debt that we are taking the risk on would be paid back on time. There is no intention to violate your rights but rather ascertain whether we feel this mortgage would be paid back on time which, as the company lending the money, we have the right to verify the information necessary to allow us to feel comfortable to give you the money to buy the house. My husband's home mortgage has never been late. The April was late because of an oversight, nor has the mortgage every been in pre-forclosure or forclosure.Desired Settlement: To granted the mortgage based on my credit history and not that of my husband's.

Business

Response:

WestStar evaluatied the application based on the applicant borrowing in their name only. After a thorough underwriting of the loan we have denied the loan based on credit. The Fico score was 616 which allowd a max LTV of 95%, required 3 months reserves with a maximum DTI of 32/43. The borrower did not meet any of the 3 requirements corresponding to this FICO. If further information is needed or copies please contact [redacted] at [redacted] or email [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because of the below email that I received on 05/17/2013, a lie is being told:

Hi [redacted],

I’ve had a chance to review the documents that you have sent over per Van’s request. I do have some additional items that I need to ask you for at this time. Some are follow up approval conditions, and some are needed because of the information you provided.

[redacted] will not allow us to obtain a verification of mortgage. They state the account is now due for April 1st and May 1st payments. The account needs to be brought current and then your husband will need to request that [redacted] fax or email a verification of mortgage for the last 12 months. Also, we will need an explanation on why the April 1st payment has not been paid yet. May will need to be made prior to or by May 31st. Please call [redacted] to discuss this issue further.

· You had a $2500 non payroll deposit on 11/18 which is the same month your funds were used for the $2500 deposit check to the builder. Please document and source the funds for that $2500 deposit on 11/18.

· The life insurance is not a “face value” life insurance policy that we can tell. You have a $60,000 benefit through your employer, but that is not a cash face value policy. Do you have an additional savings account or 401k statement you can provide to us to satisfy the reserves requirement?

· The attached credit inquiry letter needs to be completed, signed and returned. Just indicate if the items were mortgage inquiries and no new debt was incurred

· The underwriter has asked for a brief statement from you regarding your current home location and employer location. Per Mapquest your employer is over an hour away from your current home, please state if you have been making this commute for the last year, telecommute or work at a location closer to your home

· Please provide a copy of the Deed of Trust and Note for [redacted] to prove you have no title ownership or lien responsibility

· Please contact your insurance agent with Westwood Ins to finalize your home policy and give her my name and email contact for the mortgage information that she will need on the policy

We are still awaiting the property appraisal, title documents and some builder documents. All are on request and hopefully will be in our office early next week. Please let [redacted] or I know if you have any questions regarding the remaining approval conditions at this time.

Thank you,

Loan Processor

WestStar Mortgage, Inc

3350 Commission Court

Woodbridge, VA 22192

Direct: ###-###-#### fax ###-###-####

Email: [redacted]

Questions, Concerns, or Compliments?

Direct Supervisor's Contact Information

Corporate Processing Manager

Direct: ###-###-####

JG Wentworth erroneously held my mortgage loan and while I made two monthly payments to them, the correct mortgage company did not receive my payments. After calling multiple times over a month's period I was finally able to resolve the dispute only to find out JG Wentworth would not reimburse me the late fees and charges I incurred due to their negligence. The customer service experience I received while dealing with multiple representatives was itic at best. I would routinely be hung up on when asking to be transferred to the 'specialist' who was helping me resolve this situation by customer representatives. In addition, most of them were not able to use correct grammar and could not clearly relay detailed messages that were left in my account. This was by far the worst customer service I have ever experienced.

I had to refinance my house due to a divorce. I decided to refinance my conventional loan to a VA loan and made the poor decision to use WestStar Mortgage. They had gotten good reviews online, offered me the best rate, and were veteran owned. I should have stuck with USAA. Chris B[redacted] (NMLS 2925) was my loan officer and Maureen S[redacted] was my processor. I first spoke with Chris in early March, when he indicated the loan would close within 30 days. My loan did not close until 02 July. In spite of some complications, it took entirely too long to close due to WestStar’s incompetence and lack of communication, and failure to plan ahead.
Rather than provide a list of required information up front, I was asked for items a few at a time. I’d submit paperwork and Maureen would come back with more required documents or asking for documents I had already submitted. Some documents had to be handwritten and scanned in. Maureen waited several weeks before notifying me that they were illegible. WestStar received my VA Letter of Eligibility but waited several months to realize that it was incorrect. We then waited several weeks for the VA to update it. Maureen also asked for things that did not even exist – such as a water test for my septic system. I wasn’t told to provide a water test (it was supposed to be for my well) or a termite inspection until several weeks into the process. Neither Chris nor Maureen could tell me the criteria for the well water test – just that one was required. As a veteran owned company, I would expect the employees to be well versed in the requirements of a VA loan.
During this process, my last name changed due to my divorce. I mentioned this to Chris during our initial conversation, who said I’d only need to submit my divorce decree to update documents. When I submitted it, Maureen requested my updated social security card and driver’s license. Chris then chimed in to say that was standard practice. Both were often unresponsive – I frequently had to send the same email twice to get a response and questions were often ignored. There were also long periods where I’d hear nothing from WestStar and have to email (usually twice) just to get a status update.
Since WestStar drug this process out and failed to address all issues early on, my documents expired. I went through the same process again – Maureen emailed to say she needed certain documents again. I sent those and was asked for additional documents. I got a call from my credit monitoring company that there was activity on my credit. It turned out that WestStar had pulled my credit again. I was sent an updated HUD-1 and realized that WestStar had increased my interest rate without notifying me.
I sent an email to Chris asking for an explanation and a solution on getting me the interest rate I was promised. While I understand interest rates are locked in for a certain period of time, since it was WestStar’s fault the mortgage wasn’t closed on time and not mine, I should not have been penalized for their failures. Chris responded to my email with a vague, canned response. I then contacted Mike P[redacted], head of loan officers. He spoke with Chris and came back with a vague answer about how the VA had taken awhile to update my letter and there were other complications. He did not take any responsibility for his loan officer or processor screwing up. However, he did agree to lower my rate and give me a credit. Since I was basically backed into a corner at this point, I accepted the compromise. It was not the original deal I had been promised, but I had already put money out and a LOT of time.
I was told that I would be given an opportunity to review my HUD-1, with the corrected loan terms, before my closing. Chris went on leave several days before my closing and I never got a copy of the HUD-1. Chris had told me months before closing that no cash would be due. When I arrived at closing, I was told that I owed money and needed to write a check. Of course, because I had no knowledge of this, I did not have my checkbook on me.
I emailed Chris immediately after closing to ask why I never received the HUD-1 and why I wasn’t notified about the cash due. Of course, I never received a response from him. However, David J[redacted], the standby for Chris, called me within a few hours of my email! This is something Chris never did, no matter the issue. Although there was nothing he could do, David was genuinely helpful and explained they attempt to balance the loan as closely as possible, but it’s not always possible to come to $0. Chris only told me no cash would be due – period. I now believe that the issue was not entirely with WestStar but primarily with the loan officer and processor assigned to my refinance.
It was a frustrating process working with WestStar Mortgage. I had expected better treatment from a veteran owned company and was sorely disappointed. I have to question whether they purposely drug things out to charge me a higher interest rate.

Review: Company transfer my loan servicing and didn't make an attempt to find the correct address to send the change in amount of the new payment. Refused to accept payments made to old service company and made not attempt to find correct my correct address. WestStar had funds transfered from previous service company ([redacted]), they could have used this excess funds to make any shortfall in funds. WestStar received a payment in August that they cashed and didn't credit to my account ([redacted]).

I have the funds to to bring my payments current but cannot pay the late fees and the other charges they have assessed on the account. As soon as we reach a resolution I can wire funds to their account and bring my account current.Desired Settlement: Waive late fees and other fees, correct my credit report to show no late fees and my account in good standing.

Business

Response:

[redacted],

Thank you for forwarding this Compliant,

I reviewed our servicing records and on 1/2/2014 $44.87 X 3 and, $89.74 x 1 was waived on the borrowers account.

This action meets the borrowers request.

Thank you

Best,

Chief Compliance Officer

WestStar Mortgage Inc. (NMLS [redacted])

3350 Commission Ct.

Woodbridge Va. 22192

Direct Line ###-###-####

Review: PRE APPROVED FOR A MORTGAGE WITH AN INCORRECT AMOUNT. LED US ON FOR A MONTH THAT THE REAL ESTATE TRANSACTION WAS GOING TO GO THROUGH.TWO WEEKS BEFORE SETTLEMENT WE WERE INFORMED THAT THERE WAS NO LOAN.MY HOUSE WAS PACKEDUP AND IN MY GARAGE AND I HAD RESIGNED FROM MY JOB. WHEN CONFRONTED WITH THE ISSUE

HE SAID M HUSBAND WAS ONLY QUALIFIED FOR $60,000 AND WE WERE TOLD IT WAS A GO FOR $200,000. I ALREAY SIGNED SALES AGREEMENTS FOR THE SALE OF MY HOUSE AND THE NEW HOUSE AND NOW I HAD NO JOB AND NO WHERE TO GO. I AM GOING TO BE VERY LUCKY IF I DONT GET SUED.AND ON TOP OF HE WOULD NOT EMAIL OR FAX A CANCELLATION OR A REJECTION

LETTER TO GET OUR EARNEST MONEY BACK. HE SAID HE PUT IT IN THE MAIL. HIS NAME IS [redacted]. DONT DEAL WITH HIM HE IS A LIAR AND A CHEATDesired Settlement: All we want is a letter to get our earnest money back. No attitudes just do your job. Dont lie or lead people on it can ruin someones life. like it almost did ours

Business

Response:

Regarding the following complaint, please furnish me with the loan officers name, the other borrowers full name, and when this transaction was to take place.

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Description: Mortgage Brokers

Address: 3350 Commission Ct, Woodbridge, Virginia, United States, 22192

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