Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original paperwork. We had a big escrow and now the escrow from the first loan is missing. We refinanced and the second loan had not even half of what was there. Now no one has an explanation for where the money went and finding the original check

  Business response

  01/20/2025

  In accordance with Sun West Mortgage Company****** ("Sun West") philosophy of customer first, ******** always strives to provide the best possible service to all its customers. We regret any inconvenience the customer may have experienced.
  
  Sun West actively and deeply engaged with this customer and addressed all the concerns. We believe that this matter has been successfully resolved to the customers satisfaction. Our staff including our senior management will always be accessible to the customer for any additional questions they may have.

  Customer response

  01/28/2025

   
  Complaint: 22728191
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was laid off in March and so we contacted them about hardship. I was placed in forbearance but they never sent me documents about it until after they did a mortgage differal in August. They told me that I didn't need to worry about the payments until September 1st 2024. The reason for my complaint is I didn't receive any documents stating they were going to report the missed payments to the credit bureau until I received the documents in August. Had i known I would have made payments in April when I got another job. This has put my credit score down almost 300 points. Not right.

  Business response

  12/24/2024

  In accordance with Sun West Mortgage Company, **** ("Sun West") philosophy of customer first, ******** always strives to provide the best possible service to all its customers. We regret any inconvenience the customer may have experienced.
  
  Sun West actively and deeply engaged with this customer and addressed all the concerns. We believe that this matter has been successfully resolved to the customers satisfaction. Our staff including our senior management will always be accessible to the customer for any additional questions they may have.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, My Name is ****** *********** am reaching out to ask for assistance with getting information on my mortgage assistance. I have been working with ******* ******** - in the mortgage assistance ****** *************). My loan number is **********. I have been working with ******* since June/2024. I was informed that ** will collaborate with me and go up to 30% payment modification to help me in my hardship. I am down to one income (mine), and this is the reason for my payments being behind and needing assistance. I was told by ******* ******** that I needed to make three payments and once the three payments were made that my account would reflect the payments made and my account online would reflect the updated modification. As of today, my account is still in collections/foreclosure and not reflecting any information that ******* has disclosed. The last payment I made I had to split up due to my other bills falling behind. I have spoken with ******* this morning 9/26/2024 and he has told me since the payment was divided and not made on time that I need to make one more payment and my account will reflect the recent changes for my payment information. I got suspicious about this, so I called ******* and asked to speak with someone in the Mortgage ***************** about my modification. I spoke with ***** ****** - his Ext is ***** - I was telling him my situation so he pulled up my account and was looking at the information. He saw where I applied for the assistance, but additional information was needed, and I remember sending in additional information but somewhere along the line it got lost for never received. ***** proceeded to tell me that there were no notes from ******* ******** about my modification

  Business response

  11/13/2024

  In accordance with Sun West Mortgage Company****** ("Sun West") philosophy of customer first, ******** always strives to provide the best possible service to all its customers. We regret any inconvenience the customer may have experienced.
  
  Sun West actively and deeply engaged with this customer and addressed all the concerns. We believe that this matter has been successfully resolved to the customers satisfaction. Our staff including our senior management will always be accessible to the customer for any additional questions they may have.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩