Sun West Mortgage Company — Customer Service: Expert Guide for Borrowers

What Sun West Mortgage Customer Service Covers

Sun West Mortgage Company acts as both lender and servicer for a wide range of mortgage products (conventional, FHA, VA, USDA and portfolio loans). As a servicer, their customer service team handles day-to-day account management: posting payments, maintaining escrow accounts, producing monthly statements, administering escrow analysis, issuing payoff demands, and running loss-mitigation programs such as loan modifications or repayment plans.

Expect interactions to split between frontline call-center agents (first-contact resolution for routine inquiries) and specialized departments (escrow, payoff, default/collections). Turnaround expectations vary by task: routine account inquiries often resolve on a single call; written requests invoking federal servicing rules typically receive an acknowledgement within 5 business days and a substantive response within 30 business days (see “Dispute resolution and regulation” below).

Contacting Customer Service and Preparing Your Case

Before contacting Sun West customer service, gather the exact loan number (12–14 digits on statements), property address, last payment date, and recent bank statements. If the loan is in default or under review for loss mitigation, prepare documentation spanning the last 2–3 months of income and assets, a hardship letter, and bankruptcy documentation if applicable. Having these ready reduces multiple call-backs and shortens resolution time by days to weeks.

Preferred channels are secure online portal access (for account history, payments, and secure messaging) and a dedicated phone line for servicing inquiries. When calling, ask for a reference number and the agent’s name, and confirm estimated timelines in writing (email or secure message). If you plan to mail documents, use certified mail and retain tracking numbers; for electronic uploads, keep automated receipt confirmations.

• Documents to have ready: mortgage statement with loan number; government ID; last 2 pay stubs (or proof of income); last 2 months of bank statements; most recent federal tax returns (2 years for modifications); hardship letter describing events and timeline; bankruptcy case number if applicable.
• Payment and payoff specifics: request a payoff quote (valid typically 7–15 calendar days), request a reinstatement quote if behind (valid 10–30 days), and verify whether the servicer accepts partial payments or requires full reinstatement to stop foreclosure activity.

Payments, Escrow, Payoffs and Typical Timelines

Monthly payments: verify the exact due date and grace period on your note—many mortgages have a 10–15 day grace period before late fees are applied. Sun West typically posts electronic payments the same day if processed by ACH or the online portal before the daily cutoff; mailed payments may take 3–7 business days to post depending on mail and processing time.

Escrow analyses are usually performed annually; if escrow shortages exist, servicers can spread this shortage over 12 months (common practice) or require a lump-sum payment. Payoff statements are time-sensitive: expect fees for reconveyance or payoff processing that vary by state—commonly in the $85–$200 range for lien release or reconveyance fees—and confirm whether prepayment penalties apply (rare for most conforming loans but possible for some portfolio products).

Loss Mitigation, Loan Modifications, and Foreclosure Prevention

If you fall behind, immediately request a loss-mitigation packet and a single point-of-contact. Standard documentation for loan modification review includes the items listed above plus bankruptcy documentation and a fully executed hardship affidavit. Federal servicing rules require servicers to evaluate you for loss mitigation options if you submit a complete application before a foreclosure sale; timelines for review can range from 30 to 45 calendar days once a complete package is received.

Available loss-mitigation options often include forbearance (short-term payment reduction), repayment plans (catch-up over several months), loan modifications (permanent change to interest rate/term), or deed-in-lieu/short sale facilitation. Each option has trade-offs: for example, a trial modification period of 3–6 months usually precedes a permanent modification and requires on-time payments during the trial. Ask for an itemized comparison (monthly payment, principal balance, interest rate, term, and estimated escrow) before agreeing.

Disputes, Escalation, and Regulatory Remedies

If you have an account dispute, submit a written complaint or Qualified Written Request (QWR). Under federal rules servicers must acknowledge written requests within 5 business days and provide a substantive response within 30 business days (with one 15-business-day extension in some circumstances). Keep copies of all correspondence and note dates when documents were uploaded, mailed, or emailed.

If internal escalation fails, you have external remedies: 1) file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov/complaint (the CFPB mediates and publishes responses), 2) contact your state’s department of financial institutions or attorney general, and 3) consult HUD-approved housing counselors for loss-mitigation guidance (their services can be free or low-cost). Always document escalation steps and reference any case or complaint numbers provided by Sun West or regulatory bodies.

• Escalation checklist: (1) Obtain agent name and reference ID; (2) Request written confirmation of any promises; (3) Escalate internally to a supervisor or executive resolution team after 2 unsuccessful contacts or missed timelines; (4) File formal complaints with CFPB or state regulator if unresolved after 30 business days.

Where to Verify Current Contact Information and Account Access

Always verify Sun West’s current phone numbers, mailing addresses for payments, and secure portal link directly on the company’s official website; do not rely solely on older statements. As of mid-2024, corporate contact information and secure online account access are published on Sun West’s website—search for “Sun West Mortgage secure login” or navigate via sunwestmortgage.com to ensure you use the correct endpoints and avoid payment misdirection or fraud.

For legal questions or if you suspect misapplication of payments, consult a housing attorney or your state consumer protection office. Accurate documentation, strict timelines, and escalation through regulators are the most effective way to resolve complex servicing issues with Sun West Mortgage Company.

Who is the CEO of Sunwest Mortgage?

Pavan Agarwal
Pavan Agarwal is a renowned leader in the mortgage lending industry and a pioneer in bringing artificial intelligence to the financial markets. Agarwal serves as the President and CEO of Sun West Mortgage Company and Celligence International, LLC.

Is Sun West Mortgage Company legit?

Sun West is a HUD-approved mortgagee (FHA & HECM), VA LAPP approved, USDA lender, Fannie Mae and Freddie Mac Seller / Servicer and Ginnie Mae Issuer and Servicer. Sun West is a leader in HMBS, residential, and commercial securitization.

Who is Pavan Agarwal?

Pavan Agarwal is a seasoned investor, entrepreneur, and banker who has been revolutionizing the dichotomous real estate and financial market by engineering exciting new Ai technologies.

Where is Sun West Mortgage Company?

Cerritos, California
Sun West Mortgage Company, a technology and financial enablement firm based in Cerritos, California is an industry leader with a focus towards client satisfaction, delivering low rates, cost savings, and great service.

What is mortgage customer service?

A Mortgage Customer Service Representative assists customers with inquiries about their mortgage accounts, payments, escrow, and loan modifications. They provide guidance on mortgage terms, payment options, and account updates while resolving customer concerns.

What is the 800 number for Sun West Mortgage?

Sun West Mortgage Company, Inc. [NMLS ID 3277, Principal (Main) Office located at 18303 Gridley Rd., Cerritos, CA 90703, (800) 453-7884] is an Illinois Residential Mortgage Licensee (#MB.