Mortgage -- Trouble during payment process -- Complaint #5585951
Complaint Overview
Complaint ID: 5585951
Company: Wsfs Financial Corporation
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Pennsylvania
ZIP Code: 19144
Date Received: 2022-05-20T12:00:00-05:00
Date Sent to Company: 2022-05-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I closed on my house in XX/XX/2020. At that point I paid {$480.00} to escrow for taxes and insurance. I then paid {$160.00} for each month for the escrow ( no payment in XXXX, because that was paid at closing, so XXXX, XXXX, XXXX, XXXX, XXXX, and XX/XX/2020 ). The mortgage company, currently WSFS, who bought out XXXX XXXX XXXX, somehow handled by XXXX, is saying my escrow was not paid prior to XX/XX/2020 and they credited the wrong amount for 2020. They are also stating they have no record of my account prior to XX/XX/2020. They are required to keep records for 7 years, but no one I have spoken to has been able to tell me how to follow up on finding these records. Because the mistake was made so far back I have paid $ XXXX extra from XXXX XXXX to catch the escrow up. Despite paying this {$200.00} they are upping my payment again, saying that my escrow is still behind. All of this would be resolved if they had properly credited my account and I believe I actually have an overpayment of approximately {$1200.00} and thus don't owe a higher payment. I have called repeatedly and they have refused to research the issue. I have spoken to 4 or 5 regular representatives, as well as one member of the escalation team. I have requested to be called back by a supervisor, but she called while I was in a work meeting and there is no way to call her back. When I called and asked to speak to her they refused to put the message in. I also spoke with XXXX XXXX who was the bank representative who helped me with my closing. I have emails from him stating he agrees that the escrow is messed up, and he has spoken with many of his colleagues but reports he is also being told that no one knows who should handle this issue, WSFS, XXXX XXXX XXXX, or XXXX. I uploaded copies of the cancelled checks to the WSFS portal and called today to confirm they are researching and they stated they would not be doing so until the ticket comes up in the list of tickets, on XX/XX/XXXX, and that each month will be researched separately.
Frequently Asked Questions
What is Complaint #5585951 about?
Complaint #5585951 was filed against Wsfs Financial Corporation regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-05-20T12:00:00-05:00.
How did Wsfs Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was not timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Wsfs Financial Corporation?
Yes, visit the Wsfs Financial Corporation company profile at readthecomplaint.com/company/wsfs-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.