Bank of the West Mortgage Complaint

Home equity loan or line of credit Loan servicing, payments, escrow account

Bank of the West Mortgage department,

Home equity loan or line of credit Loan servicing, payments, escrow account Colorado

I took out a second mortgage with Bank of the West in -. I just recently refinanced my first mortgage and consolidated the second mortgage as well. when I call to get a balance, it did not seem correct. I requested a print out of payments of my account. When received, I noticed that there were - payments never applied in - as well as other payments not applied correctly. Through 4 weeks of phone calls, messages not returned, I was told by them that they were looking into it, then it was sent to the wrong department, then someone else was assisting. I let them know I was refinancing and needed this resolved as it was going to be paid off shortly and still no one contacted me back. Now the loan is paid off and I am still fighting with them to audit my account as I believe they overcharged me and owe me money in return as there were payments made that were never credited to my loan. I was told by the final person that was supposed to help me that it looked as if I was ahead and to not bother having an audit as I may end up owing more than they are showing and to be happy with the balance due although they could not put it on paper to show me a proper print out of the payments.

Bank of the West customer in Colorado
Nov 14, 2016

* Source: CFPB Complaint Database

Bank of the West response to complaint:
Closed with explanation

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