WestStar Mortgage Inc. Mortgage Complaint

WestStar Mortgage Inc. Mortgage department,

FHA mortgage Loan servicing, payments, escrow account District of Columbia

My mortgage was due on - - with a grace period until - -. Given the frantic preparations trying to get my family to -, I did not have time to pay my bills before I left, but I knew I had the grace period and so was okay. When I got to - I attempted to pay the mortgage via the on line payment system as I do every month. I could not log in, and when I went to reset my password, the password never reset and I was never permitted to log in. It appeared that the password was reset but it never worked. I attempted to locate a number to call to pay by phone, but there was no number to pay by phone calling out of the country. The number that did exist could not be dialed internationally. There was also not a number for me to call from out of the country to speak with a customer service representative. At that point my option was to ( 1 ) mail my payment from - ( 2 ) mail the payment from my bank using on-line bill pay or ( 3 ) do neither and


returning to the U.S., I called WestStar to inform them of the problem and make my payment. I ALWAYS pay my mortgage on time. WestStar said it was my fault the payment was late and would be charging me a late fee. I protested on the grounds that the problem is their system. If they provide a means for customers to make their payments, those means should work and if they do not work, I should not be penalized. It turns out that a glitch in their website payment system does not allow for the passwords to be reset as they should and the customer service rep had to walk me through a process to make the password reset work. WestStar persists in charging me this late fee, which I do n't feel I should have to pay.