Very low effort .mortgage servicing. They try to automate payments recieved; but it makes mistakes -misapplies payments, waaaaay understaffed - often nice people audibly frustrated. I have had s home loan since 1982, never late. I spe d 3-4 hours every month checking upon them. I have a visual disability that makes typing difficult. ... to which I wad told just go slowly as if that's an a swwr. had home loa s since 1982(?) read more

Customer service is horrible!!! It is fixed now so it was probably just a glitch in their app/online services but I tried for one hour and 5 minutes to get ahold of customer service because it wouldn't let me log on saying it did not recognize my lone information. (It was that wording that got me concerned about being hacked) This was via app where my password is saved to my password key and I have face recognition to log in but it made me give my name, address and SS # to try and log in! It still aid it don't recognize my loan information!! I was freaking out at first that my account was hacked. But they have you wait on hold for 5-10 minutes then tell you to leave a message and they will call you back in the order in which your call was received... no option to stay on hold and keep your place in line. I repeated this process 5 times... one hour and 5 minutes worth of waiting on hold and leaving messages. I did not receive one phone call. It has been an hour and 45 minutes and I still never did receive a call. I tried the website and when you click existing customer it doesn't not give you the option to sign up or sign in. And this is a very high call volume for customer service (unless they were all sitting there letting the calls go to voicemail and leaving them for tomorrow) so now I'm concerned everyone else is calling about the app/website and they have been hacked. So naturally I am very concerned. This process started at 17:15 but many customer service centers are open until 18:00 or 19:00 and not once was there a message saying it is past business hours please leave a message or call tomorrow. They let you sit on hold then finally told you to leave a message and they would call you back in the order it was received.. it didn't say calk you back during business hours. To add to this I had forgiven them for taking it open themselves to not pay my flood insurance because they thought I wasn't in a flood zone then I flooded during hurricane Harvey. I have an impound? Account (can't remember if that is the right name for it) where you pay your mortgage and towards taxes and insurance each month. I spoke with someone and gave them the flood insurance company information and sent Weststar the payment for flood insurance for the whole year as instructed by the Weststar representative I spoke with. When I flooded during Harvey I called the insurance company and was told it had been canceled for non payment. I called Weststar and they said they did not pay it because I was not on a flood zone. I later got a refund from Weststar categorized as account excess or something to that effect in the exact amount of the flood insurance I had paid. Then deciding for me but not informing me that they didn't pay my flood insurance cost me 10's of thousands of dollars! (Insurance was just over $1000.00 at that time!). The next year their policy was that flood insurance doesn't come out of the impound account but we pay flood insurance company directly. If this had been their policy when I thought I was paying through them the person who took my insurance information and payment should have told me that, or told me as soon as they realized if they had made a mistake in taking the payment. I was ready to forgive their one huge mistake about a decade ago but now that they can't even return a phone call to a concerned customer about what was looking like an account or system hack I'm letting it all out. If I hadn't financed my home when mortgage rates were so low I would refinance with a different company. Do NOT use Weststar mortgage! Their customer service is horrendous and their incompetence cost me tens of thousands of dollars after Harvey. read more

I've been with Weststar for fiteen years, with overall positive experiences. Today I just got a notice that my loan was sold to Rocket. I chose a local company because I want my money to stay local. But if they're just going to turn around and sell my business to the largest mortgage lender in the country, then why should we support them? read more

Worst customer service ever. They raised my mortgage payment $400 a month, email notifications we're going to an inactive email, they received my payments every single month, and they assessed me hundreds of dollars in late fees, offer no way to pay the partial payment without paying the outstanding balance. I spent an hour on the phone with support trying to make my account whole, and have no clear record of what I owe except for an email telling me an amount that's due. This is abusive and misleading. Avoid at all costs read more

HORRIBLE customer service. If your local bank sends you a letter that they are selling your mortgage to WestStar ... RUN! Try to find another mortgage company. They charged my account twice, saying I logged in through the app and made two payments with 2 different payment dates within 1 minute. I don't even have their app, so NO, that was system messing up. Then tried telling me I have autopay and people forget and make a payment. WHAT?! I don't even have autopay set up. Only thing they could do, after I got a printout from my bank showing they payment was taken twice and a letter from my bank that they will not just refund the money and mail all that to them then WestStar would MAIL me a PAPERCHECK. He said we don't just take multiple payments I am not going to argue with you. Ummm Sir, this was obviously some kind of system glitch that you are trying to blame on me by first saying I logged into the app and then saying I have autopay ... NEITHER are accurate. How about acknowledging a system glitch! I sure would have thought my local bank (WHICH I LOVE) would have done some more research before selling peoples mortgages to a garbage company like this one. read more

Disconnected from phone when put on hold twice. Website was not working! Having fun!!

I had a few questions bout my account today and the ladys that i had spoke with was rude to me kept asking me about other things saysing it was more important and that we would get to my question later. I just feel like when you the face of the company. You should be more kind and think of the customer and take your time with the customer and try your best to help them with what they need. read more

Completely incompetent. Local yocal nonsense. West Star went to an app for its online bill pay. The app didn't function for weeks. Many many complaints on their social media, which they have now conveniently taken down. Now the problems appear to be back. Can't login. Can't get their find password utility. A MORTGAGE IS ONE OF THE BIGGEST FINANCIAL RESPONSIBILITIES A PERSON HAS. DO NOT TRUST THIS TO WESTSTAR--it's Mickey Mouse all the way. read more

absolutely the worst customer service ever! They changed my auto pay to a different carrier and expected me to figure it out!! They didn't deduct my monthly mortgage payment as they had been doing for the past couple of years and wouldn't answer their phone!!!! I tried to call for 2 weeks and no one answered the phone nor could i leave a message! Scammers and very shady company. Do not do business with these people!! I would definitely go somewhere else if I didn't have such a low interest rate locked in from a few years ago. If I could give this place zero stars, I would!! I just discovered that a couple of their "5 star reviews" are actually their employees doing fake reviews. It gets shadier and shadier read more

On Monday, March 7, I needed assistance with a tax form that had been lost in the mail and was causing a delay in our tax preparations. Customer Service Representative Tanya Sprunk resolved this issue very quickly and efficiently. She also assisted me in gaining better access to my mortgage information. High quality customer service is not easy to find, but thankfully, it is not impossible. Thank you, Tanya Sprunk! read more

Their website is from the 1980s, and it's essentially only good for logging into your account to view your mortgage. Their "contact us" link is nonfunctional," and it's almost impossible to get customer service support. I'm annoyed my mortgage was sold to this company from my original provider without my consent. read more

Once i purchased my house, my loan was almost immediately purchased from WestStar. Nichole has been such a tremendous help! She is attentive, gets back to me promptly and is able to answer all of my questions. I have had nothing but a pleasant experience with Weststar thus far! read more

Weststar Mortgage purchased my mortgage from Goldwater Bank. They're awful. The insurance escrow was overpaid, they didn't reconcile with my insurance company, and it's been horrible and non-stop dealing with this since November 2020 (it's August 2021). I asked to cancel the escrow account so that I can pay it on my own---they won't cancel it, even though they could. They just choose not to. Now they are increasing my monthly escrow payment even though my escrow is not close to negative or running out (I work in finance, and I've done the calculations). They say they are allowed to increase the monthly escrow payment. Now they are not applying my original mortgage amount to my balance, because I didn't pay the increased amount, and so they are threatening to damage my credit. Sigh...I can't wait to refi and get out of this garbage service provider. read more

I will take these guys ANY DAY over the big banks who are notorious for awful service. I have had nightmarish experiences with BofA and Wells Fargo over and over. Every dealing that I've had with Weststar has been terrific. Because they're smaller they are more nimble and responsive in my view. read more

very poor customer service especially from Stephanie Martinez (customer service "manager") in the New Mexico area. I do not recommend this organization. I was attempting to double up on payments and their computer glitch screwed up my payments. I spoke with Ms. Martinez who interrupted and carried a defensive and disrespectful attitude during our conversation. Remember, I was not concerned about a missed payment but I was attempting to pay off early and I received that attitude. I was a long term customer but now I will pay off early and I will be done with this organization. And don't bother about filing complaints, they fall on deaf ears. read more

My loan was sold to Weststar and I've had nothing but troubles from them. the customer service is awful at best but mostly nonexistant. Responses are terse and rude. I've been divorced for 4 years and they still send mail and email to my ex-wife after several attempts to submit a "change of address" as the call it. Like another reviewer commented, their digital experience is like they are still in the 90s. Their web payment system has never worked for me and there is no options to handle anything online. Forms that need a signature need to be printed then photographed with my phone and the emailed. These guys are the worst! I'm refinancing because rates are great but also to get away from these jokers. read more

My loan was sold to Weststar by the mortgage broker I used to buy my home. Unfortunately, Weststar is very small potatoes and it shows. The transactional website looks and functions like it was designed in 1998. Basically it's useless. But at least you can make payments online. In fact, that's pretty much all you can do online. Unless you go to a different web site and log in with different credentials. There you can see a rudimentary record of tax and insurance payments and your mortgage payments. But that's it. No amortization calculator (WTF?!?). No copy of your HUD. Seriously. It's a joke. Also, their customer service hours are Monday to Friday 9 am 4 pm. Must be nice to have such a short work day. read more

West Star is the worst mortgage company around. They routinely make mistakes with the simplest tasks, like posting payments to the proper account. Fixing these mistakes is time consuming and they never apologize or change they way they do business. We will be taking our accounts to another company. Save yourself some headaches and find another mortgage company. read more

Weststar Mortgage has helped me with two land contracts. They are incredible. Everything is explained and documented so clearly. They are extremely courteous on the phone and always are available to answer my questions. read more

I actually give them ZERO stars! Weststar not only failed to deactivate the title to my home, but managed to lose not only the title but the original MCO. They have no records of anything. How could the mortgage company have no records. They are a joke. read more

Very frustrating to work with. They are severly behind the times for technology and almost impossible to speak with the right person, constantly getting the run around. read more

Do not get a mortgage from these folks or Goldstar Bank. They make it up as they go along. You could have a perfect loan and you will get all sorts of crazy conditions. Don't waste your time there are a lot of professional brokers. This will be a nightmare and you will be very frustrated. read more