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Initial Complaint
10/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took out a home mortgage with WSFS on 6/25/2024. It was transferred to Shellpoint on 10/1/2024. WSFS acct # 07444916 Shellpoint acct #*********6 On 9/6/2024, I received an email from ****** ***** at WSFS (R**********************ge.com) regarding Notice of Servicing Transfer. Per her email, I need continue to make a payment to WSFS till 9/30/2024 and starting 10/1/2024, payment should be made to Specialized Loan Servicing LLC. (see attached letter from WSFS). In the meantime, I couldn't find Specialized Loan Servicing LLC information. WSFS staff later informed me that Specialized Loan Servicing LLC was already acquired by Shellpoint on May 2024. I believe the letter from ****** ***** which was sent to me in September 2024 should have listed Shellpoint information, not the old company. I made a payment to WSFS on 9/21/2024 in the amount of $8493.72. $3493.72 is for monthly due payment + extra $5000 for principal only. Please see attached payment receipt and confirmation email from WSFS staff. So far, I reached out to WSFS and Shellpoint staffs multiple times . Shellpoint representative said they didn't receive a payment of $8493.72 from WSFS. Please see attached Shellpoint payment history as of 10/10/2024. WSFS staff said WSFS did received the payment from me and they sent the amount Shellpoint on/9/23/2024. Shellpoint representative, ****** ****, stated that they never receiving a payment in the amount of $8493.72 from WSFS and asked me to provide a proof of 'WSFS sent $8493.72 to Shellpoint' I believe it's WSFS' responsibility to make sure all the payments I made up until 9/30/2024 to be properly transferred to Shellpoint. However, they failed in communicating with customer/client and hasn't provided a proof that they sent the amount in question to Shellpoint. I would like to request a refund of $8493.72 from WSFS which was received by WSFS on 9/21/2024 but not sent to Shellpoint so far. Thank you for your time and looking into this matter.
Business response
10/24/2024
Please see attached letter response. Thank you!
Customer response
10/28/2024
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I received the response from WSFS throuth BBB on 10/22/2024 and I reviewed the response.Thank you for BBB & WSFS looking into this matter and their prompt responses. On September 21, 2024, I made a payment for $8,493.72 ($3,493.72 regular payment plus $5,000 to principal) to WSFS and Shellpoint finally received the fund from WSFS on 10/15/2024. I was informed by WSFS representative that the delay was due to an issue with WSFS OPS Department, not with Shellpoint.I would like to request a credit/or refund for the interest accrued for the additional principal payment ($5000) made on 9/21/2024 but not posted until 10/15/2024. Thank you, Regards, Complaint ID: 22407028
Business response
11/08/2024
As clarified in our original response, the delay was not caused by an issue but that WSFS Bank had to hold the funds to ensure they cleared prior to forwarding to Shellpoint. Once the payment was forwarded, Shellpoint would be required to backdate the payment to September 21, 2024. WSFS Bank provided the payment dates for all payments that were forwarded. No credit or refund is warranted from WSFS Bank. I would encourage you to follow up with Shellpoint to verify that all forwarded payments were dated and posted properly. Please contact Shellpoint directly for any further questions at (800) 365-7107.
Initial Complaint
10/10/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 2/6/24, I received a notice of assignment, transfer, etc. from Wilmington Savings Fund Society, FSB, d/b/a Christina Trust as Trustee for PNPMS Trust 1. But my mortgage company had not assigned my mortgage. On 2/26, I received a debt collection notice for $40,289.70; and for $17,000 on 2/27. I returned their forms with the box checked, "this is not my debt." I since found out that a loan was taken out on 1/17/06, that I have no knowledge of. Or, that I have ever been contacted about. I received a notice dated 4/10, indicating a "cease and desist placed on the file. You will not receive anymore phone call, statements, or other documents…" However, I continued to receive debt collection notices. My letter on 6/30, stated, “Reviving old debt is a common ploy among unscrupulous debt collectors. They may buy debt that’s past the statute of limitations for pennies on the dollar then seek to dupe the debtor into making even a tiny payment… Under most statutes of limitations, making a payment, even a partial one, resets the clock... (LA Times, 9/26/21)." I asked the following questions, but never received an answer. Did you first begin contacting me on 2/26, about a debt incurred in 2006? Do you know the statute of limitations for debt is four years (Code of Civil Procedure 337)? So, isn’t the statute of limitations for a debt incurred in 2006, the year of 2011? Are you trying to trick me into making a partial payment to reset the clock? Are you trying to unlawfully report a charged off debt regarding me? In retaliation, I received a letter dated 9/24, threatening to accelerate the loan; start foreclosure, etc. Fraud means wrongful or criminal deception intended to result in financial gain. Wilmington Savings Fund Society is committing fraud by using deception to result in financial gain. They are trying to revive an old debt from 2006. But the statute of limitations is four years and ended in 2011. As a result, the debt is not owed or collectible.
Business response
10/15/2024
Please see attached letter response. Thank you!
Customer response
10/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.

**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Regards,

Complaint ID: 22402577
Initial Complaint
09/24/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am not liable for this debt with wsfs bank, I don’t have any contract with wsfs bank they did not provide me with the original contract as I requested.
Business response
10/04/2024
Please see attached letter response. Thank you!
Initial Complaint
04/29/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My Checking account and debit card from WSFS was compromised. I had $2,701 in my checking account at WSFS. The thief took my $2,701 plus another $4,500 which brought my checking account to a negative -$4,500. I reported this to the bank immediately and I also reported it to the Pa. State Police and the FBI. Most of the money was recovered with the exception of $1,813.76 The bank was able to recover the money taken from my checking account but not the money that was taken from my Debit Card. I reported this to the bank just hours after it happened and it has been about 6 weeks and the bank has not refunded the $1,813..76 that was taken from my Debit Card. WSFS says that they will take 90 days to investigate this fraud with no guarantee that the money will be returned to my account. I don't think that WSFS is following federal guidelines on fraudulent transactions and I would appreciate it if the BBB can look into this matter.
Business response
05/09/2024
Please see attached response letter. Thank you!
Customer response
05/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.

Regards,

Complaint ID: 21641509
Initial Complaint
04/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
There was fraud on my bank account on 1/6. The bank froze my accounts and would not allow me to access my money or transfer it to another bank for nearly 2 months. I called the bank nearly 50 times and spoke to nearly half a dozen supervisors. I was told wrong information on multiple occasions. I obtained two notarized requests and neither of them were honored despite me doing exactly what I was told my phone representatives. ' It was not until I filed an FBI report, reports with banking regulators, and reached out to members of the board via social media that any action was taken. A bank of this size that does business in multiple states should have a process to remove fraud especially if someone is out of state. I worked for a large financial company and we simply required a notarized form to remove fraud. I was given wrong information time and time again. I did not receive a check for the funds in my account until near the end of February. I would like them to pay $4,000 for taxes and fees for my 401k withdraw I was forced to take due to their incompetence. $20 for two separate notaries. $40 for a checkbook I paid for but never received. In total $4060. I will take legal action and go to news outlets and social media with the story of their incompetence if I am not made whole.
Business response
04/30/2024
Please see attached letter response. Thank you!
Customer response
05/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.

**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Regards,

Complaint ID: 21580130
Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been a customer of wsfs for over 12 years. And in more recent years they have completely changed. My account has had multiple fraud attempts as well as successes that have caused a lot of inconvenience. Though, I’ve stuck by the bank. More recently, my account for flagged again for fraud. Instead of being alerted, I was told my an associate that I am unable to now be alerted of that type of fraud and the only way for me to find it out is if i utilize the function available and it doesn’t work or i call. This bank has held my money up on more than one occasion and has not allowed me access. I am extremely hurt and disappointed in not only how I’m being treated as a long time customer, but also the lack of care and concern from the bank itself. No one should go through what i’ve gone through with MY money. and all the bank and the associates can say is “yeah i know”. Then why not try and fix the problem?
Business response
04/24/2024
Please see attached response. Thank you!
Customer response
04/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.

**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Regards,

Complaint ID: 21550825
Initial Complaint
01/26/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have navy federal credit union and used my account to send money to my nice through Zelle. Her bank is WSFS which is the business the complaint is for. I sent 303.74 my bank sent the money and WEFS says they haven’t received it. It’s been days and the money has already left my account and shows delivered. My bank confirmed and WSFS is telling us it’s lost and they can’t help further and to wait 30 days. WSFS was rude and according to Zelle WSFS has the money and isn’t being truthful about it. I disputed with my bank but because Zelle is a third party they can’t guarantee I will get my money bank at all. Wsfs refuses to help at all even though they hired them as a third party. I called Zelle and they confirmed the money was deposited when my bank said it was. Zelle told me to dispute because the bank is doing something wrong and could be a scam.
Business response
02/05/2024
Please see attached letter response. Thank you!
Initial Complaint
10/23/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
11/22/2022 I withdrew 7,500 in person for earnest deposit money and down payment for a house , at closing a charge off comes up . I contacted the bank we spoke on the phone the manager didn’t make sense he told me I was giving a loan then , told me I didn’t have money to cove the account .. so I then proceeded to the branch on 16 and chestnut in Philadelphia where the transaction was made .. the manger said couldn’t give me print out cause the account was closed and told me we were going to court because someone came in and took out another 7500 on 11/14/2020 with my id .. I then proceeded to another branch to get them to investigate but they all call back the original branch’s and speaks to mr robert e cumens .. and tell me I have to resolve the matter with him .. after months of calling WSFS I was finally notified that the teller had made a mistake but looking at the statement I get lost because the teller went back and manually changed the dates when i came in and things still not making sense .. I lost my earnest deposit money and other expenses paid towards my housing and was not able to close because of the tellers mistake .. I have filed a fraud complaint and been trying to get assistance with this for almost a year now but all calls lead back to the back manager who just keeps telling me I didn’t have enough money to cover my transaction when that is a lie and I have the paperwork to prove it .
Business response
11/03/2023
Dear Mr. ******,
I am writing to acknowledge receipt of the complaint you submitted to the Better Business
Bureau (BBB) of Delaware on October 23, 2023. In your complaint you stated you withdrew
$7,500 in person for a down payment on a house. However, at closing, a charge off from WSFS
appeared on your records. You contacted a branch Manager who said you were given a loan because
you didn’t have funds to cover the account balance. You went to the 16 and Chestnut Branch and
requested copies of your statements but you were advised they couldn’t provide a printout as the
account was closed. They said someone had come in with your ID and withdrew $7,500 on 11/14/22.
You were notified months later the withdrawal was due to human error. You stated you lost your
earnest deposit and other expenses paid towards the house due to the Associate’s mistake, and you had
filed a fraud complaint trying to resolve the matter for almost a year. You said the Branch Manager
advised you didn’t have the funds to cover the transaction, however, you are saying this is not true and
you have paperwork to prove it.
Upon receipt of your complaint, the 16th and Chestnut Branch Manager and Collections were
engaged. The Branch Manager stated you came in on 11/9/22 and withdrew $7,500, however,
you did not know your account number so the Associate searched by your name and wrote the
account number in for you and processed the transaction. The following day it was discovered
the Associate had debited another Customer’s account with a similar name in error. The
Manager attempted to reach you and your mother via phone to explain what had happened,
however, their calls went unanswered. For your convenience, attached is your signed
withdrawal slip from 11/9 for $7,500 and a copy of your November statement which bears no
record of this withdrawal due to the money had been deducted from another Customer’s
account in error. Also, on the November statement, on 11/9, there was an electronic transfer
of $8,000 made after your $7,500 withdrawal from your joint checking account to your
Mother’s sole owner savings account. Your mother then withdrew $9,000 from her savings on
11/14. To correct the error, your joint checking account was debited for $7,500 on 11/14/23,
and an insufficient funds notice was sent to you advising the account was overdrawn by
$6,948.56. A letter dated 11/28/22, was sent to you via FedEx detailing the chain of events and
advising you if the account was not made positive it would be closed and sent to Collections.
The Collections Team Leader stated they spoke to you several times offering to set up a
payment plan, however, you refused to make good on the outstanding obligation. You sent two
letters in August and September 2023 disputing the debt and demanding it be removed from
your credit report. Collections responded on 8/28/23 and 9/14/23 advising you the account had
been overdrawn and recognized as a loss by the bank; however, they were willing to make
payment arrangements with you. These responses are attached for your convenience. Once the
overdue balance is paid, your credit report will be updated.
If you have any questions, please contact ******* ********, Collections Team Leader at ******** *****

Sincerely,

Customer Experience Analyst
Customer Experience Department
Customer response
11/10/2023
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Thank you for taking the time to look into this matter .. I understand a mistake was made but the manager lying and I sent you paper work .. the lady called me and told me I made a mistake I told her no I wanted to withdraw 7500 she then a stated I know I didnt have that much money in my account and hung up on me , I had just came in the day before got added to the account and receive a 60 day print I need for my lender and went back the next day and withdrew with my id .. And went I went to the bank manager he NEVER stated the mistake came out a different account I was told some one came in and withdrew the money from the account again and we was to go to court .. as far as the 8000 transferred I was not on that account so I was not able to see any transactions details .. Noting was sent to my address but letters were sent to some address in Philadelphia where I received no lettes .. and the letters sent was not accurate to what happen .. And as I was advised not to accept the payment plan because it would still show up as a charge off on my credit for 7 years and I will not be able to purchase .. WFSF have lied and switched they story so my times I’m not sure if they or my mom and sitter transferred the money and I don’t understand even if money it was transferred to account I’m not on how and I being penalized but even on that account .. I understand a mistake was made but either was I had the funds to cover my transaction .I can understand people listed on the account that received the 8000 being charged off but i clearly showing in black in white I had funds to cover my Down payment withdraw at the time .. Regards, Complaint ID: 20769595
Business response
12/06/2023
Dear Mr. ******,
I am writing to acknowledge receipt of your rejection dated November 22, 2023, in response to your
prior complaint you submitted to the BBB on October 23, 2023. You state you understood a mistake was
made, however, someone advised you that you didn’t have enough money at the time of the
withdrawal, and you were never notified the money was withdrawn from someone else’s account in
error. You said you were unable to see the details of the $8000 transferred from your account and were
unsure if your mother transferred the money and are questioning why you are being penalized. You said
you never received any letters as they were sent to an address in Philadelphia. You noted you did not
accept the payment plan offered to you by our Collections Department as it would still show as a charge
off on your credit bureau for 7 years.
On behalf of WSFS, I apologize the original letter notifying you of the error was not sent to your address.
It was sent to the address listed for your mother, the joint owner of your checking account. The 16th and
Chestnut Branch Manager said once they discovered the error, they attempted to contact you and your
mother multiple times, but his calls went unanswered. Our Collections Department had also spoken to
you and provided details as to what occurred and offered a re-payment plan, however, you didn’t
accept the terms offered. As per the Relationship Reference Guide presented to you at the time of your
account opening, under Joint Account Ownership, page 27, “each Joint Account Holder is fully and
personally obligated under the terms of the agreement, including liability of overdrafts and debit
balances regardless of which Joint Account Holder benefited from the withdrawal”.
If you have any questions, please contact ******* ********* *********** **** ****** ** ******** *****

Sincerely,

Customer Experience Analyst
Customer Experience Department
Initial Complaint
10/08/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Seller: Wilmington savings fund society and Allison Rex Buyer :yarphel ghani 36 water st greenfield ma 01301 Buyer attorney:**** T ******** *** ***** *** *********** ** ***** Closing coordination from seller ***** ***** Buyer real estate Agent Xian Gu I, ******* ***** is lodging this complaint to BBB to get justice and end the anxiety and emotional waves of suffering going through me since the deal on the first house purchase of me fell off a few hours after signing the final closing documents and handed over the final closing check to my attorney **** T ******** on 9/18/23 at 2pm At around 5pm, I got a message from my realtor to check the email from my attorney. I saw a long email saying deals off and closing not done. Please check attachment for detail. I was devastated after reading the email, and feeling of my first home scrambling down in the contents of that email. I spend hours getting documents from my side submitted on time in order to get work done on time. Unfortunately, the Wilmington Savings fund society has put a house on market to lure buyers with no proper legal documents and my attorney has not done their due diligence and I am suffering emotionally with no fault of mine. My attorney has no professional courtesy to give me a call to let me know about deal went back. When I went to get my refund check on 9/21/23, I sought for professional guidance, he said would keep me posted, heard nothing from him at all. I want seller bank and the my attorney to compensate for my time and suffering I am going through related to 36 Thayer st house deal. Submitted by
Business response
10/13/2023
Dear ******* *****,
We are writing in response to your complaint submitted to the Better Business Bureau (BBB). The BBB forwarded
the complaint to Wilmington Savings Fund Society, FSB (WSFS) on October 8, 2023. We appreciate your individual
circumstances; however, WSFS has a limited role in this matter as Trustee of the Palisades Trust.
WSFS acts as a Trustee on behalf of many trusts; however, we are not involved in the decision-making process or
what assets are held in the various trusts. In our capacity as Trustee, we do not have an economic or beneficial interest
in the underlying assets and have no authority with respect to the management of the portfolio, including the assets
within the Palisades Trust. All questions should be directed to the servicer— Carrington Mortgage Services, LLC
(“Carrington”). Carrington has a responsibility under the trust agreement to address the issues you have described in
your complaint. Further, you had taken out the loan with Carrington, not with WSFS.
Upon receipt of your complaint, we immediately forwarded the information to Carrington. A response directly from
Carrington may come under separate cover.
In the event you have additional questions related to this matter, please feel free to contact Carrington. Their contact
information is as follows:
Carrington Mortgage Services, LLC
P.O. Box 5001
Westfield, IN 46074
(800) 561-4567
www.carringtonmortgage.com
We hope that this information will help you bring resolution to this matter.
Thank you.
Sincerely,
Wealth Compliance
Customer response
10/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.

**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Regards,

Complaint ID: 20711063
Initial Complaint
08/19/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Predatory practices. I realize that I was cutting in close. That it why I have been watching this account like a hawk. What you are doing is unethical. I had 5k wired to my account from Santander on 8/17 that STILL has not hit my account. WSFS can’t find it. Where is it??? I also had an immediate transfer of 5k from my Venmo account. Despite that 5k being credited to my account in the am, that pm they took $105 in fees, returned a school tuition check. They put a hold on all of those funds. You need to fix this with the school immediately. Where is my 5kwire? The first worker I spoke to ******** (sp?) was extremely helpful but I magically was disconnected from their system with no resolution. Might not be a lot to you. But it’s a lot to me. Shameful.
Business response
09/05/2023
Please see attached letter response.

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