Consumer complaint received 2015-07-26
Company: SUN WEST MORTGAGE COMPANY, INC.
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My initial concerns included real online reviews by actual customers. The online reviews by customers raised initial concern for me when I informed my mortgage was temporarily transferred to Sun West Mortgage Company. The reviews posted by actual customers do not mean the company is a bad company but they do suggest there is room for improvement. 
I noticed attempted use of advanced psychology to give the appearance of versus real, relevant customer service by including links to fake/ company created XXXX infomercials most likely by paid actors whose point of view and opinion will be slighted in biased favor of Sun West Mortgage Company . 
It is my opinion that someone dropped the ball by not processing an electronic payment I did for XX/XX/XXXX. I did an electronic payment I received an email confirmation and I also printed out/ did a print screen and pasted the info into MS paint to ensure I had a copy of the info. Sun West is claiming that there was incorrect routing or account number which I find hard to believe as I copied and pasted the account and routing from my online checking account to my online Sun West account when placing online payment to them and receiving payment confirmation. 
I was very hesitant to be transferred to a call center XXXX and discussing my financial information, unfortunately this normal for some companies versus keeping jobs in USA. The call center was not much help, they did not discuss what the issue was or why I was being contacted, only that I was being recorded for some unknown reason ( for XXXX, a radio show, who knows ). All the call center really did was transfer me to company rep voicemail. 
I was provided the toll free number of Sun West Rep with an extension number to speak to however I could never reach them. When calling the number the automated system indicated you needed to dial an extension or press XXXX for the operator. When you pres XXXX for operator the voice system takes you back to original recording, realistically you only have the option to dial extension which goes to VM every time. 
I attempted to make a online payment on via their website XX/XX/XXXX which Sun West Mortgage intentionally blocked and prevented on their website. It is my opinion that Sun West wanted to increase revenue from late fees by blocking my ability to pay online thus increasing likeyhood that I may need to pay past XX/XX/XXXX if needing to go to XXXX XXXX. I made a very reasonable attempt to pay on time, actually multiple times that Sun West Mortgage intentionally obstructed and prevented. I also noticed that Sun West Mortgage prevented me from printing the section of the webpage that showed the detailed information preventing me for paying online, I still did a print-screen and pasted in M.S. paint and saved the webpage as alternate ways to show the truth of what they did. 
SunWest called my parents asking them for payment in regards to my house payment something that should not have been done, is rude, and I did not appreciate. Due to the inability of Sun West Mortgage to send me detailed email or letter to home fax as requested point blank I requested they speak with my legal counsel which they refused to do. Due to enclosed factors in my complaint I am writing for federal investigation and resolution. 
I am no fool, it 's a home and the bank has many legal options as do I to resolve concern such as writing ( agency name ). As soon as I can go online in their system and pay them I will do so, whether or not Sun West Mortgage ( aka SunWest ) does what they are suppose to and should do to accept and process payments from customers has yet to be seen. 
Lastly the good book says ask and ye shall receive ( XXXX ) if anyone know of places to write or apply for XXXX scholarships/ grants please email at XXXXXXXXXXXX

Company response to consumer: Closed with explanation