Consumer complaint received 2019-07-26
Company: WSFS FINANCIAL CORPORATION
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
First complaint : In XXXX, my Mortgage originated and was serviced by XXXX XXXX XXXX XXXX in XXXX, NJ XXXX. They eventually became XXXX XXXX   headquartered in XXXX, Pa. I have never missed a monthly mortgage payment but I do pay towards the end of the month and I'm aware I receive late fees. I TRANSFER money from XXXX checking account to my XXXX XXXX   through online banking. That being said, when my mortgage isn't paid by the due date and/ or grace period I will receive collection calls, which is not an issue either. My issue is that I received a missed call from XXXX XXXX, who now has become WSFS Bank & XXXX XXXX, on XX/XX/XXXX at XXXX XXXX. The voice mail, which I have in the following text : " My name is XXXX XXXX I'm calling again from XXXX XXXX. Please give me a call back today XX/XX/XXXX at XXXX. '' Not but a few hours later on XX/XX/XXXX, I log into my checking account with XXXX/WSFS I see that {$580.00} was withdrawn from my checking account and applied to my monthly mortgage payment. The bank comments read " CUSTOMER AUTHORIZED ''. I NEVER authorized anyone to withdraw this money. On any date. I've never paid my mortgage with a representative in the past 17 years. 
I wait until the following day XX/XX/XXXX, and contact XXXX and XXXX answers the phone so I ask can I speak to a supervisor. She puts the supervisor on the phone named XXXX ( wouldn't give me his last name ). I start explaining to him what happened and he asks me some identity questions etc. I tell him I'm filing a complaint with the OCC, CFPB and Attorney Generals office. He keeps saying my name wrong and I am trying to tell him my name and he just kept talking over me then when I yell for him to stop he calls me " hostile ''. From there it escalates between him and I and he NEVER stops talking over me the ENTIRE time. I asked to speak to his boss, I asked to speak to the executive office or Office of the President, service excellence and he said he doesn't have one there that will talk to me, I ask for his last name he refuses, I ask to get transferred he refuses, I CUSS, I tell him I'm going to contact a board memenber but he hangs up. 
I then call the customer service line, a girl answers the phone " XXXX XXXX '', I said is this customer serivce or collections ( XXXX is from collections and I didn't want to talk to anyone in his department, I needed to speak to someone who isn't biased '' ) she responds with " XXXX XXXX '' I say, yes but are you collections or customer service? she hangs up on me. So that leads me to not calling but I'll go to social media, I log onto XXXX and find XXXX and begin chatting with who knows but here is the chat XXXX XXXX XXXX people like this including XXXX XXXX and 11 friends Financial Service THU XXXX XXXX XXXX I have a question. Can you help? 

XXXX XXXX Good afternoon XXXX, we would be happy to help. What can we assist you with today? 

XXXX someone in your collections department took it upon themselves to withdraw {$580.00} from my checking and applied it to my mortgage account without my consent. 

XXXX XXXX Okay. Let us look into this for you and we will be in touch as soon as we can. Is there a phone number to best reach you in the event that our Customer Contact Team would need to give you a call? 

XXXX I called and asked to speak to a supervisor and the most ignorant disrespectful collection supervisor who hung up on me. I just called back and no got hung up on again I'm filing a XXXX complaint OCC/ CFPB and attorney general complaint. then a police report I'm not talking to anyone but your executive team. 
I'm going into the branch that I opened my account and my mortgage with as well. 
XXXX XXXX XXXX Hello XXXX XXXX Thank you for this information. We will pass this along to the appropriate Associate in management. 

XXXX You just said someone is calling me when 2xs I've been hung up on today When is someone calling me This just great. I can't even get you to answer me. 
Your bank STEALS from me then tells me TOO BAD By ignoring and hanging up on me. Thank God I know your board member XXXX XXXX XXXX, we have passed along your information and concerns to our Customer Contact Team and Collections Team. They will look into this for you and be in touch once they've determined a resolution. 

XXXX That's not what I asked for. I asked to speak to someone in your executive office since you employee a thief. 
I don't want to speak to XXXX again. I want to speak with someone who is going to take this seriously. 
At XXXX XXXX I received a vm : my name is XXXX XXXX I'm calling again from XXXX XXXX. Please give me a call back today XX/XX/XXXX at XXXX. And all of a sudden she processes a payment without even speaking to me????? 
Let me add yesterday XX/XX/XXXX the voicemail came in. What time was the transaction made? 
Seen by XXXX XXXX at Thursday XXXX You sent feedback to XXXX XXXX . 

It's Friday XX/XX/XXXX AND Not ONE phone phone call from XXXX. 

My 2nd issue which has been with XXXX for a while now is that whenever I do call about my morrtgage they tell me I can only speak to one person, for some reason I think her name is XXXX. Who never calls back and last time I had to go into the branch and ask them to have someone call me. Last time I spoke with her was regarding that I do not receive monthly billing statements and they are not available online either. The online system is not a loan portal it's online banking so it's limited and frankly antiquated. 

3rd Complaint : I made a mortgage payment XX/XX/XXXX for {$560.00} ( before my escrow analysis payment change ). Then on XX/XX/XXXX there were 3 payment corrections. I want to know if my mortgage was reported to the XXXX as late, if so I want this correction done immediately. 

Although it was not authorized, I do not want you to remove the payment of {$580.00} applied to my monthly mortgage payment on XX/XX/XXXX. If you do there's a chance you will report me delinquent if my payment isn't transferred by XX/XX/XXXX. 

As a consumer and working in the XXXX Servicing business for over 15 years, I'm beyond disappointed in where XXXX has taken it's brand/bank. 

You get what you pay for and that appears to be how my mortgage is being handled and it makes me concerned. If you're processing payments through, XXXX, XXXX or whatever system it's more than one step you have to do to make that payment. And the treatment I received by a Supervisor, whos calls are probably not being recorded but should be is just beyond my understanding. It appears you're not training your employees properly. They didn't even flinch when I said I was filing these complaints, they could have cared even less. So that leads me to believe the compliance piece is missing and you will have a lot more complaints and lawsuits. 

I do expect a call from an resolution anayst, your OOP, or whatever you call it there.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation