Weststar Escrow & Mortgage

RE: Complaint ID *** submitted 11-29-2017 To Whom It May Concern: Allow me to summarize events that occurred with the subject loan: December -Weststar Mortgage Corporation (WMC) purchased the loan from American Southwest Mortgage (ASWM) January -American Southwest
Mortgage (ASWM) purchased the loan back from Weststar Mortgage Corp which used First Mortgage Corporation (FMC) as the loan payment servicerAugust 2017-American Southwest Mortgage (ASWM) employs Weststar Mortgage Corp (WMC) to be the loan servicing company. Servicing goodbye/transfer letters were sent to the borrower explaining who and where to make each payment along with monthly payment statements. The August and September payments were received in this office on October 02, 2017, due to the recent transition, they were not reported to the credit bureaus. When the October 01, payment was made by E-Bill on October 31, 2017, a message stating "Your payment will be credited to your loan within two BUSINESS daysSame day processing is not available" was given to the borrowerAs a one-time exception, we will remove the negative credit reporting for the October payment, although the payment was received on November 01, and our on-line payment provider clearly states same day processing is not available, We hope this explanation and our actions will be satisfactory to our customer. Respectfully, Weststar Mortgage Corporation Kathleen DS*** Senior Vice President

March 23, 2018 Revdex.com 7007 JEFFERSON ST NE STE A ALBUQUERQUE NM 87109 RE: Complaint ID [redacted] submitted on 3/20/2018 To Whom It May Concern: Allow me to summarize events that occurred with the subject loan: As stated in the customer's statement of...

the problem, a bank name/account number change was requested for future automatic drafts of $576.06. The request was received in our office on March 12, 2018, and was input in the computer system the same day, to be effective Thursday. March 15, 2018. With this draft, the March 1, 2018 payment was completed, and processed. In error, the draft occurred for an additional 2 business days, Friday, March 16, and Monday March 19th. On Tuesday March 20, Weststar Mortgage Corporation processed an electronic return of the subsequent two drafts totaling $1152.12. This electronic return was sent Wednesday March 21, 2018. The next draft date is April 1, 2018 for $576.06. The customer service representative who spoke to Mr. [redacted] did correctly state to him our standard procedure for returning funds, but the representative also took this matter to her supervisor. We are aware that a situation like this can pose a problem to our customer if there is no immediate remedy. We remedied the situation as soon as was possible. Other than the stress of the occurrence, we have not been made aware that our customer suffered any ill effects. We do apologize for this issue, and the stress it obviously caused. It is our goal to provide exceptional service to our customers, and instill a sense of confidence in our performance. Regretfully, we have fallen short in this instance, and hope to redeem ourselves in the future. We hope this explanation and our actions will be satisfactory to our customer. Respectfully, Weststar Mortgage Corporation Kathleen D. S[redacted]Senior Vice President

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]