OneWest Bank

I have tried, since _February 0f 2013__ to have my home damage repaired. The lack of response to my request from One West Bank-- to release my insurance funds(# aprox._$22, 000_), is very troubling.

I am mother of two, and 7 months pregnant with a third. For the last 5 months, I have tried to have you release my insurance check for repairs to my home - since my initial letter in February 2013. While some progress has been made because of their customer service department (Katie employee # 267) and her supervisor, I am still experiencing difficulty getting the process to move forward. Below is a detailed record of my conversations and actions taken by my husband and I to have the funds released to fix our home.

January 2013
-Received letters from Indy Mac Bank requesting W9 and Lien releases from all parties that would be working on our home. Also requested detailed insurance packet with a damage assessment. In the paperwork, Indy Mac Bank sent, it specifically says once forms are received we would receive 1/3 0f the total insurance check.
-Faxed Daniel Lucas Construction, All Fence, and EC Builders/ Tree service
February 2013
-Called claims department to check on status and they said they never received any information from us
-Resent all required forms a second time by fax and certified mail
- Called claims department again and was told the forms were not legible and that the W9 form used was incorrect. Resent all forms for a third time by fax and certified mail and a letter expressing my frustrations and concerns
March 2013
-Called claims department on 3/4/13 and they told me yet again that they would not process the forms sent because one contractor (Daniel Lucas) did not put his quote on letter head. Nowhere in any information sent to us did your bank request it be placed on letter head! You have the contractors W9 which has his tax ID, therefore you should have enough information to background check his business. I was also told that you would not except the INVOICE from the tree removal company because it did not show PAID. The definition of an INVOICE is a paid bill. Called EC Builders and had them put paid on the invoice and resent the information for you. All the form were faxed and sent certified mail again.
Called claims department on 3/22/13. She said they received the forms but had still not processed them! She said there were two copies of the Daniel Lucas information and the amounts did not match. After speaking more she discovered the amounts did match. She also said they would not pay for the tree removal because they needed to wait for the contractor to finish. I once again had to explain that the tree removal was done in November of 2012 when the tree fell on our house. It was paid for out of pocket and that the funds should be released immediately! She said she had to call the tree removal company and confirm we paid, even though she had the invoice in front of her that said we paid in full! Once the conversation was done she said the draw for All Fence, Daniel Lucas and the EC Builders Tree removal would be done and to call back on 3/28/13.

April 2013
-SW Clair in claims department on 4/1/13 and ask for status. Once again I was told the check for the tree removal would not be sent until the contractor was finished. Had to explain again about the tree removal. Also told again that Daniel Lucas construction check would not be mailed because the amounts did not match. And once again I was told that after she spoke to her supervisor, Toshika, that a check would be mailed for All Fence, Daniel Lucas Construction and EC Builders in 3-5 days.
-SW Yamica on 4/3/13 told me that they had to resubmit the EC Builders info again in order to send check. I also informed her that the health and safety of my family and unborn child is at risk because of the damage to my house that I cannot fix because of their incompetence to do their job and issue my check. She assured me the check would be sent by next week.
-SW Logan Roberts on 4/8/13 who told me draw was issued for Daniel Lucas check and EC Builders check
-I am so fed up at this point that I contacted customer service and spoke with team lead Katie employee #267. She assured me she would look into the situation and help to get it resolved.
-4/28/13 finally received check for $4, 500 for tree removal but only a partial payment for my contractor in the amount of $1, 225. Meanwhile he has completed his works and I cannot pay him! Requested inspector to come out to confirm work is done.
May 2013
-5/3/13 I finally receive a phone call from Claims Department team lead, Lionel Mintz (phone [protected]), who apologizes for all the inconvenience that IndyMac/One West bank has caused me and my family. He assures me all funds will be released and overnighted at their company's expense.
-5/6/13 Received only one check for Daniel Lucas in amount of $2, 450 but no other funds received. My roofer has now completed his work and I have no way to pay him! By this point you have received the inspector results and she has confirmed that 80% of work is done. LM with Lionel Mintz and no call back. SW Heather Hyatt and she tells me we need a final inspection and she will issue it.
-5/15/13 Finally receive call from inspector. Left message on Friday 5/17/13 to have her come out. Also left another message with Lionel Mintz and never received phone call back. Friday night receive check in amount of $2, 450 for San Mateo Roofing company which was only partial payment. Roofer completed work over two weeks ago at this point and I still cannot pay him in full!
-5/20/13 Inspector set to come out on 5/21/13 at 8:30.
-5/21/13 Inspector calls me and tells me that the inspection has been canceled by the bank she is not sure why. LM with Lionel Mintz and he does not call me back again! Call claims department and have to stay on hold for over an hour to speak to Lionel. Lionel Mintz has no clue why inspection has been cancelled and still has not issued release of my remaining funds despite his promise on 5/3/13 to do so! Meanwhile the work on my home is 100% completed! I am also told by Lionel that the funds from our insurance check have been sitting in an account and gaining interest! He assures me we will be mailed our full original Dollars as well and the interest accumulated. Ask to speak to his boss who is Morgan Owens @ [protected]. SW with Morgan Owens and he also has no idea what is going on! He assures me inspector will call me later today and schedule a time to come out.
-5/22/13 Still no call from inspector! LM with Morgan Ownes.

As you can see from my detailed notesthat One West Bank has been the most incompetent group of people I have ever worked with. Their employees never seem to know why certain things are happening. Meanwhile I am 7 months pregnant and the stress from this event could impact my baby. If that happens you can be assured that I will hold One West Bank accountable. One West Bank is in breach of your own contract that you sent to us back in February. We have complied with all of your requests and they are still withholding our funds.