Washington Mutual Complaint - Buyer Beware - Customer Service/Commucation
HELPER, UTAH -- May 9, 2007
We bought a mobile home thru Washington Mutual Bank in November 1998. We had no problems with this bank until they wanted proof that we had insurance on the home which we always did and it never lapsed. We asked our insurance agent to fax them (Washington Mutual) that we had insurance and again we were asked by Washington Mutual to provide proof of insurance.
Starting December 2004, the insurance agent faxed them (Washington Mutual) the proof of insurance which was paid for the year with Met life. Over the next few months they (Washington Mutual) were faxed at least 30 times by our insurance company. We even had a friend from bank fax paperwork 4 times. My partner (Tom) faxed proof of insurance to Washington Mutual at least 12 times from his work. Tom and I talked to the people from Washington Mutual Bank and so did our insurance agent and his staff with no luck.
Washington Mutual sent a letter saying they never received any paperwork until April 2005. Washington Mutual put their insurance on our mobile home totaling $2,194.00 – ten times as much as we paid in a year. Our payment then went up from $402.15 to $621.00 per month. The payment adjustment made by Washington Mutual registered as a late payment on our records and we discovered half of payment was applied to our mortgage and the other half applied to home insurance provided by Washington Mutual.
The first proof of insurance letter was faxed to Washington Mutual Bank was December 2004. We have almost 99.9 percent of the paperwork and names of people we talked to at Washington Mutual Bank. The representatives from Washington Mutual Bank never returned our calls except one gentleman in Salt Lake City, Utah. After making 4 calls to this gentleman in Salt Lake City nothing was ever done to solve the problem. We have the coupon books showing 2 payments sent while Washington Mutual says they only received 1 payment. We have now learned to send everything certified mail with a return receipt.
Washington Mutual Bank then contacted Utah Tax Commission and notified them we did not pay sales tax on the home. The sales tax was included in the loan and we have the paperwork as proof. Washington Mutual wanted us to have the title on the home and it was titled to us after 6 1\2 years and they asked for power of attorney. We told them no, not after 6 1\2 years and that is their job. The person in the Salt Lake City office could not get a hold of his contact in Florida to return his call. Washington Mutual got the title in their name on March 2005. We in 6 1\2 years were never late on a payment; always had insurance coverage and the taxes on the property were always paid on time. After all of this we told them to take the mobile home and do what you want with it.
We bought a real home in May 2005. Washington Mutual sold the mobile home for $11,500 while we paid taxed on $19,000 which is not a fair market value. Washington Mutual Bank said we owed them $25,000 and turned it over to a collection agency. The current home we live in was purchased for $40,000 and $2,000 for a down payment and the mobile home as a trade in. We have almost paid $35,000 in 6 1\2 years to Washington Mutual.
We have tried to get help with the Office of Thrift Supervision which is an agency to keep this bank in check. The Office of Thrift Supervision sent a letter back saying we our going to have Washington Mutual send us the information to us and nothing else happened. We filed with the Federal Trade Commission and they would not do anything unless they received more complaints from Washington Mutual customers. We sent letters to: Utah Governor’s Office, Attorney General, Department of Financial Institution – No response from anyone. We sent a letter to the Better Business Bureau of Utah and Washington Mutual refused to talk to the BBB about this case. The claim with the BBB is closed and a negative report against Washington Mutual Bank. We called Gephardt (Investigator for channel 2 news) and left 2 messages with no return calls. Also, filed a report with Utah Insurance Fraud Agency and still no help from anyone. I sent letters to these people and they were 9 pages long on complaints against Washington Mutual Bank. To get an attorney to help is impossible if you poor, but if you are rich no problem! So, Washington Mutual Bank has you by the *****!! We waited on the phone with Washington Mutual for up to 1 1\2 hours and then the phone on the other side would go dead. We talked to or received letter from Washington Mutual employees from: Salt Lake City, Utah, Melbourne, Florida, Oakland, California, Phoenix, Arizona, Dallas, Texas, Houston, Texas, Seattle, Washington, etc. We talked to people in 7 different states and sent letters (certified mail) to Washington Mutual legal department in Seattle, Washington with no response. We have a letter from our insurance agent saying our insurance never lapsed.
Washington Mutual Bank is one you don’t want to get any help from. It is the bank from H***! I would send my worst enemy to them if I had one or I would not send the devil to them. Washington Mutual Bank just bought out one of my partner’s credit card provider a few months ago. Please if you need help from a bank or credit union, please do not use Washington Mutual Bank. I have documents to prove all of this – it is all true.
Tom & Roger