STONEGATE MORTGAGE CORPORATION

2019-09-26

Spring Hill, TN

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Untimely response

Untimely Response

2018-03-27

Fisher Island, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: This is the SECOND complaint about this issue with this financial institution, since last XXXX. They are not updating my payment history and balance for this mortgage in a timely manner. They are blaming this on XXXX XXXX, but my property received NO damage and I have made every single payment on time, always. It is damaging my credit history and score. XXXX XXXX is showing last payment of XXXX, XXXX and XXXX is showing XX/XX/XXXX payment and balance info, and nothing further. My last payment was XX/XX/XXXX. Both bureaus are showing balance too high, and incomplete payment history. I filed a dispute with XXXX via XXXX XXXX, which XXXX never replied to.
Company Response: Closed with explanation

Timely Response

2018-03-03

Wonder Lake, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX I requested for my Mortgage Insurance to be drop as well as to remove my escrow. I paid down my mortgage to where I have more than 20 % equity from my original purchase date. An Appraisal was done and the value also confirmed much higher equity in the property. In XX/XX/XXXX I followed up due to the fact I was told it would take 60 days. I was told that by my XX/XX/XXXX payment it would be taken care of. On XX/XX/XXXX I called no one would pick up. The same is to be said for XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX I wrote to them again via their online portal following up on my request. I am yet to get a response or any sort of action on my mortgage.
Company Response: Closed with explanation

Timely Response

2018-01-04

WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage has an escrow provision. At the end of the year, on XXXX XXXX, 2017, my property taxes were not paid. I therefore used my credit card to pay the property taxes on the property. I contacted the mortgage company, XXXX XXXX XXXX / Stonegate Mortgage, and asked for a refund of what is, after all, my money. I contacted XXXX XXXX / Stonegate and asked for an immediate refund. They stated they would get to it in XXXX. I have contact the local municipality and have confirmed with them that the property taxes were paid through my credit card and not an escrow account check from XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-03

NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: OnXX/XX/XXXX I submitted a complaint ( case # XXXX ) against Stonegate Mortgage ( now known as XXXX XXXX XXXX ). In response to that complaint, XXXX XXXX XXXX stated ' I am working internally to ensure proper training is facilitated to our call center associates so that we may prevent this error in the future. '' I am writing this complaint to make it known that XXXX XXXX XXXX has become more deceitful in their practices. They breached the contract entered into XX/XX/XXXX by failing to issue a modification after I made the 3 trial payments and refused to acknowledge the date of our contract. On XX/XX/XXXX, XXXX XXXX XXXX sent a servicer who went into my backyard and had my XXXX year old daughter signed court papers. The servicer told her that the bank was going to take her house away. My daughter was very disturbed by that. With tears in her eyes, she asked me over and over again if that was true. My daughter had been through a lot of turmoil beginning with my divorce which forced us to relocate, an absentee father and my battle with XXXX and several related XX/XX/XXXX ; last one on XX/XX/XXXX. She had been in XXXX XXXX but now attends regular classes and was doing well until a stranger told her that she was loosing her home. Does XXXX XXXX XXXX have the right to threaten a child with loss of her home? While trying to obtain a second modification, I was told by XXXX XXXX XXXX ( XXXX ) that my time to send additional papers had expired, which was a falsehood. XXXX XXXX XXXX ( XXXX ) contacted me on XX/XX/XXXX and informed me that my second attempt at modification was denied due to reasons that I was delinquent on the first one within 60 days. This was also a lie because I made 7 consecutive on-time payments and they defaulted on the contract. She proceeded to tell me that my house would be put for sale within 15 days which was a lie. I ended up in the ER after that phone call. XXXX contacted me a few days later and stated '' do n't bother filing for an appeal because our decision is final, '' which was also a lie since I have the right to file an appeal. Thereafter, they constantly called and harassed me at all hours of the day even when I was at work. Many times I was with a hospice patients. Doing my job demand that I have my cell phone on me. It was disturbing so I started making notations. For example, they called me on XX/XX/XXXXat XXXX XXXX and on XX/XX/XXXX at XXXX XXXX. Each time I picked up, the person on the other line hung up the phone. OnXX/XX/XXXX at XXXX XXXXXX/XX/XXXX, they called me and when I answered the phone, it was a voicemail. OnXX/XX/XXXXhey called me at XXXX but when I did not answer in fear that they would hang up on me. OnXX/XX/XXXX, they called me and when I answered the phone, again no answer. As I am writing this letter today,XX/XX/XXXX at XXXX XXXX, they called me but I was too afraid to answer the phone. I understand that XXXX XXXX XXXX has the right to contact me by phone but do they have the right to harass me? I now live in fear of answering the phone when I see their number.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-02

Palos Park, IL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-22

Discovery Bay, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: Complaint # XXXX Questions : 1. When did XXXX XXXX first pull XXXX XXXX credit report? What was XXXX comments on her credit score? Did XXXX XXXX tell XXXX XXXX to inform XXXX that her credit is not good enough and there is a possibility that she might not get the interest rate she wants or worse she might not get a home loan? 2. What was XXXX XXXX FICO score the first time XXXX XXXX ran her credit report? 3. Did XXXX XXXX provide a copy of XXXX credit report to XXXX XXXX to give to XXXX? 4. Did XXXX XXXX receive any relevant information regarding the townhouse in XXXX, California from XXXX XXXX? If so when? 5. Did XXXX XXXX provide any loan and/or mortgage disclosures to XXXX XXXX to give to XXXX XXXX? If so, what are they? 6. Can you ask Stonegate to get copies of XXXX and XXXX XXXX email communication relating to the home loan application of XXXX XXXX? 7. Are there any disclosures that XXXX XXXX should have provided to my sister prior to writing the pre-approval letter? 8. Can you ask Stonegate to provide a copy of their SOP in pre-approving a borrower in XX/XX/XXXX? 9. Attached herewith is a copy of XXXX XXXX email to XXXX XXXX on XX/XX/XXXX. Can you confirm from XXXX XXXX if he wrote the attached information, emailed it to XXXX XXXX and asked XXXX XXXX to discuss it with XXXX XXXX? 10. XXXX XXXX convinced my other sister XXXX XXXX XXXX XXXX XXXX and her husband to apply for a home loan through with Stonegate Mortgage as well. XXXX XXXX and her husbands pre-approval letter is dated XX/XX/XXXX. XXXX XXXX and her husband submitted their financial documentation to Stonegate weeks after XXXX provided hers to XXXX XXXX. But XXXX pre-approval letter has a date of XX/XX/XXXX. Thats a week later than XXXX XXXX pre-approval letter. I also noticed that the font used in XXXX pre-approval is different from XXXX. This makes me suspect that XXXX XXXX forged XXXX pre-approva letter. XXXX told the truth when he spoke with XXXX XXXX around the last week of XX/XX/XXXX. XXXX said I never gave you a pre-approval letter. But he changed his statement after XXXX asked him for a written statement. Why is XXXX protecting XXXX XXXX? Did he receive money from XXXX XXXX? Did XXXX XXXX bribe XXXX? Did XXXX go along with XXXX XXXX dishonest plan because of fear that XXXX XXXX will not refer XXXX XXXX XXXX XXXX and her husband for a home loan application? 11. XXXX XXXX told XXXX that her loan was not approved. Where is the letter from Stonegate dated XX/XX/XXXX that says XXXX credit is so poor that her loan was not approved?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2017-11-06

Warrenton, VA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Mortgage Servicer : Stonegate Mortgage ( per website, now XXXX XXXX XXXX ) I am an XXXX at XXXX XXXX XXXX XXXX XXXX. I represent a XXXX-speaking borrower who is currently divorcing from her abusive husband and co-borrower. The separation triggered loss of income and nonpayments of the monthly mortgage. I contacted XXXX XXXX XXXX and submitted a hardship application on behalf of my client on XXXX XXXX, XXXX. A Third Party Authorization signed by my client was included in the application. I supplemented the application with the husband 's information on XXXX XXXX, XXXX. Between XXXX XXXX and XXXX XXXX, I was able to talk to the servicer 's representatives without any problem. I was informed that a pending foreclosure had been postponed and that a new auction date had been set for XXXX XXXX, XXXX. Unbeknownst to me, on XXXX XXXX, XXXX XXXX XXXX representatives realized that they were not authorized to provide me any additional information because the my client 's husband and co-borrower had not provided a signed third party authorization. I was then cut off from all communications. Without my knowledge, XXXX XXXX representatives called my client and sent her subsequent letters requesting more information to process her application. My client, whose XXXX is limited, did not communicate with me to address XXXX XXXX 's request. On XXXX XXXX, XXXX, I called XXXX XXXX to check on the status of the application. The servicer 's representative informed me that they did not have a third party authorization on file and could not provide any information. I obtained the husband/co-borrower 's electronic signature on a Third Party Authorization form and faxed it to XXXX XXXX on XXXX XXXX. On XXXX XXXX, I was told that the the form had not been processed and that it could take up to 48 hours to have it on file. I resubmitted the forms on XXXX XXXX, XXXX via fax. I called on XXXX XXXX and was told that the authorization had not been processed. I called again on XXXX XXXX, and learned that the authorization had not been processed yet. On XXXX XXXX, XXXX I asked to speak to a manager. I was transferred to a Collections Manager who asked me to email the signed authorization to his business email. After receiving the forms, he informed me that the Third Party Authorization form needed to include a physical signature. This was the first time that a representative looked at the form I submitted. I obtained a physical signature on XXXX XXXX, XXXX. I faxed it to the servicer and emailed it to the Collections Manager. The form was not processed until XXXX XXXX, XXXX. On XXXX XXXX, XXXX, I was finally able to speak to a representative who informed me that the hardship application had been withdrawn for failure to provide requested documentation. The house is currently in the active foreclosure docket, and it is set for auction on XXXX XXXX, XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-17

Mebane, NC

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2017-09-29

College Dale, TN

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-29

Mebane, NC

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Untimely Response

2017-09-18

Fisher Island, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: Stonegate Mortgage merged with XXXX XXXX XXXX. They suspended credit reporting last XX/XX/XXXX due to their merger, and they have told me they would resume reporting by XX/XX/XXXX. All payments have always been made right on time at the first of every month. My credit reports still show Stonegate Mortgage with the last payment date of XX/XX/XXXX and the balance as of last XX/XX/XXXX. I have repeatedly attempted to correct this via both email and telephone. XXXX XXXX is either unwilling or unable to report my payment history and balance correctly. My latest credit reports dated XX/XX/XXXX remain incorrect, with no history since last XX/XX/XXXX!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-21

Irvine, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2017-07-07

Palos Park, IL

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: During my home loan process, I notified the loan officer the taxes were not correct on the XXXX. I was told this would be corrected. I just received my first mortgage bill and it does not show the correct amount. The mortgage company informed me that whatever I signed at closing and what the loan officer put in is what they will go by. I offered to send them the bill and directed them to the county site. They informed me again, nothing they can do.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-06

Discovery Bay, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: XXXX XXXX, XXXX # XXXX gave me a pre-approval letter. I never communicated with XXXX XXXX. My real estate agent did all the communications with XXXX XXXX. I found out later that my real estate agent is a con. I just realized that XXXX XXXX and my real estate agent connived in producing a fake pre-approval letter to make me believe that I have no problem buying a house. <P/> I do not know anything about buying a house. I trusted my real estate agent. I believe XXXX XXXX was paid by my real estate agent to have the pre-approval letter. I do n't even know that I should be given TILA-RESPA Integrated Disclosures ( TRID ). XXXX XXXX should be fined and his license should be cancelled. My real estate agent is now washing her hands and she is claiming that she does not know anything about loans and XXXX XXXX did that on his own. Please investigate XXXX XXXX and find out how did he write a glowing pre-approval letter without a loan application.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Timely Response

2017-05-09

Mt Pisgah, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response

2017-05-03

East Mansfield, OH

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes the complaint is the result of a misunderstanding Closed with non-monetary relief

Timely Response

2017-04-18

Columbus, OH

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I have had an ongoing issues wi th Stonegate Mort gage. In the fall of XXXX we fell on som e hard times and we ( me and my wife ) got behind on the mortgage payment. We were only one month behind but kept receiving bills stating that we were two and three months behind. Stonegate would n't accept a partial payment they wanted the entire three months payment even though we were only one month behind. Due to this circumstance, my mortgage went into to foreclosure. For five months I tr ied to get the correct balance to bring my mortgage current to no avail. So I withdrew XXXX from my mutual fund to bring my mortgage out of foreclosure. I called for two months trying to get the correct balance to bring my account current. Stonegate sent me two statements one for XXXX the other for XXXX . I paid the higher balance because of Stonegate 's history of shotty record keeping. After receiving a payment my next statement indicated that I only owed {$320.00} for that month 's mortgage payment because I overpaid when bringing my account out of foreclosure. Two w eeks later I receive another statement indicating that I am responsible for the full payment. I immediately called customer service to address this discrepancy but no one has given me an acceptable answer. I asked for the an itemized bill that shows how my payments were dispersed after bringing my account out of foreclosure. I still waiting 5 months later and in that time it has been shear XXXX . Negative reporting when payments are made on time, discrepancies in payments remain an issue, and uneducated employees when ca n't answer a question.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Untimely Response

2017-04-13

Lewisville, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a mortgage with Stonegate Mortgage. My payment was {$1200.00}. The company sent me a statement stating they were increasing my payment to {$1800.00}. Stonegate incorrectly entered my property taxes into the Escrow Statement and that resulted in the increase payment. I have tried to call. They do n't answer the phone. An employee finally called me back and could n't help me. I have sent two emails and attached the documents. They responded once with a non-responsive email. Please help me. They are overcharging me in excess of {$600.00} and I ca n't afford the payment.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2017-04-05

Euclid, OH

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I fell behind after starting my own business I fell into foreclosure but fully reinstated and I was on track again. Few months past and I got injured working mind you I am running my business alone. I fell behind on my payments the house went into foreclosure I kept saving money to reinstate. I applied for a workout packet to see it I qualified for a loan modification or some sort of assistance. Well in the interim a sale date was placed on the house so this now becomes a very time sensitive matter. I sent in all required information even though I was after the dead line of 10 days before sale the mortgage lender made an exception to review my packet. I spoke to a few representitves after they has a complete packet and I stressed the fact I did not want to lose my home and that I can reinstate I wanted to wait to hear wether or not they can help me in a workout plan. Well Thursday before the sale on Monday I was told to relax your house is not going to be sold we will put a hold on the property as we review the packet but come to find out they never did the house was sold and no one contacted me until after the sale saying I was denied any assistance or loan modification which I clearly asked to be notified asap but then it gets better, the Monday of the sale in my mailbox is the letter of denial backed dated for XX/XX/XXXX saying I was denied which in they knew on XX/XX/XXXX how come when I called they said it was still in review i did n't need to worry and to go have a drink or a nice dinner and relax your house is safe and someone will be in contact with me once they review the packet. So now come Monday my house is sold, I was given false information which would have saved my house from the sale and i would have reinstated if I would have known on XX/XX/XXXX or XX/XX/XXXX when i called that I was denied and everything would be fine and everyone would be happy. I called to see what we could do to make this right and they say nothing we 're sorry. So I am taking further action before the transfer of the deed to try and reinstate and save my home, my credit and my image as a man. I believe they dropped the ball, and misinformed me and gave me false information to stall and let the sale take place to just be done and that was n't fair to me in anyway because i have the money it just so happened I fell into a bad stroke of luck and now I 'm recovered and doing well so why could n't this be handled in a different matter
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-03-20

Greenwd, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have requested my mortgage company, Stonegate Mortgage, terminate my PMI multiple times as we are below the 78 % LTV that is required. Everytime I call, they tell me they will the next month and it does n't happen. We hit 78 % LTV in XXXX 2017.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Disputed: No Timely Response

2017-03-17

TN

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Homeowner 's policy was due on XX/XX/2017. Stonegate Mortgage did not submit the payment to the insurance company until XX/XX/2017. Today XX/XX/2017, I received a phone call from my insurance company stating that my insurance was in cancellation due to non payment. I have to pay {$330.00} out of pocket to keep my insurance active and will not be reimbursed until the insurance company receives the check from Stonegate. This is completely unacceptable way of conducting business to not submit my mortgage payment in a timely manner when the money is available in my escrow account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2017-03-13

PA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I had a short sale on a mortgage in XX/XX/XXXX and my mortgage company is reporting to the credit bureaus that I am currently late on a mortgage to XXXX. They reported false information in XX/XX/XXXX, XX/XX/XXXX and now XX/XX/XXXX There should be no changes reported since the date the mortgage settled in XXXX. It was reported as currently late again to XXXX in XX/XX/XXXX. Any lates should be removed, this was settled in XX/XX/XXXX per the attached. Stonegate acknowledged their error in the attached letter, yet I cant seem to get resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2017-03-07

Chicago, IL

Settlement process and costs

Mortgage: FHA mortgage

Complaint: I 'm having extreme difficulties with Stonegate Mortgage Company that has been ongoing for the past 3 months. I have a current XXXX loan that is open and still pending because of discrepancies with the contractor ( I have proof, pictures, and the HUD Consultant as a witness ). My loan officer at the bank in charge of the Construction loan is XXXX. I have even tried to reach out to her Sup XXXX to no avail. This is my very first property and I have no prior experience with any of this so I have called them repeatedly for someone to explain every detail to me but they have refused to take any more of my calls. I ca n't move tenants into my building and have been covering the bills alone because of this. I ca n't afford another month I have been trying to seek help. I have asked XXXX was there anyone else at the bank or anyone in management that I could speak with and she told me no. The HUD consultant has supplied her with pictures as proof and the amount not to pay the Contractor. I have since terminated the Contractor because due to the circumstances I no longer trust his word or his work. XXXX insists on paying this contractor every last cent of the balance she states that the HUD consultant told her to pay him. The HUD consultant, XXXX, and I have all been on several conference calls throughout the past week in which I have specifically heard and seen the paperwork in which he stated the amount to deduct for a new contractor to come and repair items that were done unsatisfactory. I do not know why there is a disconnect and I was told to stop calling only to correspond through email ( I have proof ). I just want the work to be done completely and accurately by a new contractor and do not feel that I should have to pay for the damages out of pocket. The HUD consultant agrees and has provided pictures as well as spoken with XXXX about these complaints. I was told to just take it up with arbitration. I 'm not at all pleased with the amount of service that I 'm receiving it is degrading. I will be filing a complaint with the BBB as well as looking to refi with a different company because Stonegate has left such an impression that I refused to deal with them one moment longer than necessary
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2017-02-22

Sm, KS

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response