Consumer Complaint Policy
It is the policy of WestGen Lending, a DBA of GenHome Mortgage Corporation, to respond promptly and accurately to any consumer complaint regarding our products, services, or the way we treated the consumer, provided the person making the complaint identifies himself/herself.
All consumer complaints received by WestGen shall be forwarded to the CEO/President. The CEO/President will notify the appropriate Manager of the impacted Business Unit and together they will determine if further escalation of the complaint is warranted.
Complaints can be submitted by calling 800-644-1258, emailing firstname.lastname@example.org, or in person or by mail at 2300 Main St, 4th FLoor, Irvine, CA 92614.
In the event of a verbal complaint, the employee receiving the complaint shall document the complaint in writing. An investigation will be conducted promptly and a response shall be provided to the consumer generally within ten business/calendar days. If the complaint involves an employee(s) of WestGen Lending, the employee(s) shall not be the primary person(s) responsible for the investigation and response to the complaint. All written complaints shall be responded to in writing. Verbal complaints may be responded to verbally, but a written confirmation of the response shall be sent to the customer.
If a consumer claims they are victims of possible fraud, identity theft, breach of information, financial loss, or criminal activity, the VP of Credit and Quality Control Manager shall be contacted.
This policy is not intended to cover customer notifications in regard to error resolution claims under Regulation E, qualified written requests that assert an error and requests for information under the Real Estate Settlement Procedures Act (RESPA), billing error resolution under Regulation Z and disputes under the Fair Credit Reporting Act (FCRA). These areas have regulatory requirements regarding timing, investigation, response and retention. Such communication is covered by other policies and/or procedures. Departments should follow their procedures for assessing and responding to complaints within these categories. A record of consumer complaints, record retention of such complaints, any supporting documentation and responses shall be retained by the Quality Control officer.
For Loan Applicants and Borrowers located in the State of Texas under TAC §80.200(b):
Consumers wishing to file a complaint against a company or a residential mortgage loan originator should complete and send a complaint form to the Texas Department of Savings and Mortgage Lending, 2601 North Lamar, Suite 201, Austin, Texas 78705. Complaint forms and instructions may be obtained from the department’s website at http://www.sml.texas.gov. A toll-free consumer hotline is available at 1-877-276-5550.
The department maintains a recovery fund to make payments of certain actual out of pocket damages sustained by borrowers caused by acts of licensed residential mortgage loan originators. A written application for reimbursement from the recovery fund must be filed with and investigated by the department prior to the payment of a claim. For more information about the recovery fund, please consult the department’s website at http://www.sml.texas.gov.