STONEGATE MORTGAGE CORPORATION
Consumer Complaints
There are over 156 complaints on file for STONEGATE MORTGAGE CORPORATION. Dated between 2019-10-01 and 2013-06-14.
Complaints Page 2
2017-02-18
Saint Clair, MO
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief
2017-02-16
Powder Spgs, GA
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2017-02-16
GA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I recently submitted a loan modification paperwork package to stone gate mortgage. I had this sent by priority mail so that I could keep track if this was delivered. The package was delivered on XXXX/XXXX/17. I had talked to stonegate and told them I am sending it this way and if there is anything else I need to do please call me. The girl confirmed she would do this.
Today I get a letter from a lawyer stating forclosure procedings have started to my surprise. I called Stonegate and the girl was like it never showed up. I said it shows it was delivered. She said there is nothing they can do for me at this point. Now i am very upset, I explained my mom was critically ill and took care of her during this time. My dad had a XXXX and is XXXX and has XXXX, he is XXXX. I did what I feel any child should do. My mom died on XX/XX/XXXX, so now I am homeless and motherless and heartbroken
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2017-02-10
NJ
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Mortgage company unfairly and with intent withholding our escrow overage due to us since XXXX 2016 escrow analysis.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2017-02-06
Urbandale, IA
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: In XX/XX/XXXX I requested the name of the foreclosure attorney and a reinstatement quote. I took more than XXXX days to receive the reinstatement quote and I never received the name of the attorney. I faxed a XXXX page loss mitigation package on XX/XX/XXXX and I have a fax confirmation showing the transmission was successful. I called Stonegate on XX/XX/XXXX and was advised they never received the information and they have no obligation to search their records to locate the documents.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with non-monetary relief
2017-01-31
Discovery Bay, CA
Application, originator, mortgage broker
Mortgage: FHA mortgage
Complaint: I believed that my sister was scammed by her real estate agent with the help of the loan officer from Stonegate Mortgage. My sister 's fault was that she trusted her real estate agent with everything - from selling her current house and buying her smaller house. My sister entrusted everything to the real estate agent. My sister does not even know that she needs to get a loan in order to purchase her smaller house. She relied on the real estate XXXX XXXX that she will take care of everything. In short, my sister did not have to communicate with banks or mortgage companies because her real estate agent claimed that she is an expert and she has nothing to worry. I suspect that the real estate agent connived with the loan officer because they want their commissions and they did n't care if my sister ended up not having a house to move into. My sister 's real estate agent did not provide her a copy of my credit score and/or explain to her the process of selling and/or buying a house. My sister does not even know the importance of credit score. Her real estate agent assured her that she was able to buy a house and that was it. My sister found out later that her credit score was less than XXXX and there was no chance for her to be given a mortgage loan with a decent interest rate. It was too late when she found out that Stonegate Mortgage did n't even have the address of the property that she was buying. In short, the pre-approval letter was fake. Unfortunately the loan officer - XXXX XXXX no longer works for Stonegate Mortgage. He is now working at XXXX XXXX in XXXX XXXX, CA. I need you to please contact XXXX XXXX and have him explain how did he manage to write a pre-approval letter knowing that my sister 's credit score was only XXXX. My sister found out much later that the minimum XXXX score for any home loan program with Stonegate Mortgage is XXXX. I suspect XXXX XXXX bribed XXXX XXXX into writinga fake pre-approval letter. There is an active investigation against XXXX XXXX with the California XXXX XXXX XXXX XXXX but the California Department XXXX XXXX XXXX seemed uninterested to find out the truth in reference to the pre-approval letter that XXXX XXXX obviously fabricated. My sister contacted the California Department XXXX XXXX XXXX but they closed her complaint without even contacting XXXX XXXX directly. I need to find out if my sister 's real estate agent paid or bribed XXXX XXXX for him to write a fake pre-approval letter.My sister was able to talk with XXXX XXXX but he would n't elaborate his answer to my sister 's question. First, XXXX XXXX denied writing a pre-approval letter. When my sister insisted that she was holding a copy of the pre-approval letter, he claimed that he only did a favor for her real estate agent. When my sister asked him " what favor? ", XXXX XXXX got upset and hanged up the phone and refused to talk to my sister since then. I have sought the help of XXXX XXXX XXXX XXXX XXXX Team and they referred me to your office. Please help me get the truth on how XXXX XXXX wrote a good pre-approval letter knowing that Stonegate Mortgage does not pre-approve any customer with a credit score of less than XXXX. My sister 's real estate agent denies any wrong doing and XXXX XXXX refused to talk to my sister. The Department of XXXX XXXX does not want to investigate XXXX XXXX. I do n't know who to ask for help anymore. Private attorneys have already collected so much money from my sister and yet they have not answered my question as to how XXXX XXXX came up with the pre-approval letter. Please help me get the answer I need by contacting XXXX XXXX about the " favor '' he did for XXXX XXXX ( real estate agent ) ; and if Stonegate 's minimum credit score requirement is no less than XXXX and my credit score was XXXX, how did XXXX pre-approve me?
Company Response: Company can't verify or dispute the facts in the complaint Closed with non-monetary relief
2017-01-19
MO
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Complaint: Stonegate Mortgage Loan XXXX. Owners XXXX filed BK. Bk discharged. Applied for mortgage modification with Stonegate Morttgage and was denied effective XXXX XXXX. Letter sent to homeowner that there were alternatives to foreclosure, but no short sale package was sent. Homewowner requested shortsale package XXXX. Shortsale package requested a second time approx XXXX XXXX, 2017. Short sale package sent out XXXX XXXX per may phone call today with Stonegate. In the mean time while homeowner is pursuing alternative to foreclosure, Stonegate is stalling and Dual Tracking by initiating foreclosure at the same time. In addition they say they have to have complete package and sales contract 37 days before foreclosure date. In Missouri that is impossible since it is 21 days to foreclose in a non-judicial state. Not to mention you can not list property for sale while pursuing a Mortgage Modification. CFPB needs to order Stonegate to cease dual tracking.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2017-01-05
Seattle, WA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: StoneGate Mortgage sold my loan to another loan company without properly notifying me or having my approval. The only action they took to inform me this transaction is to send a good bye mail to my address when I was moving to a new place and traveling a lot for business. They never tried to call me or send me an email about this.
I set up an auto-payment for my loan in the past few years and was never late for paying that. However, my auto-payment information was not updated when StoneGate sold my loan, which lead to late payment for 3 month and a dramatic drop of my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2016-12-22
Jupiter, FL
Settlement process and costs
Mortgage: FHA mortgage
Complaint: I am in the process of closing on a FHA mortgage and I am financing the MIP. So instead of my loan amount being {$200000.00} it is now {$200000.00} including the XXXX % MIP charge. But I received my Closing Disclosure ( XXXX XXXX and although I am financing the XXXX % MIP, They are still asking me to bring that amount of money to the closing table. Can you please advise before I sign the closing disclosure and close on this loan. Thank you very much.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2016-12-18
Key Biscayne, FL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Stonegate Mortgage massively over charged me for escrow payments XX/XX/XXXX. Their website and telephone rep claims they issued a refund to me for {$1000.00} on XX/XX/XXXX. Today is XX/XX/XXXX. Not only have I FAILED to receive a refund, but Stonegate Mortgage has also FAILED TO PLACE THE NEW ESCROW ANALYSIS ON ITS WEBSITE. The one available now is dated XX/XX/XXXX LAST YEAR!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2016-12-06
Brentwood, NC
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
2016-12-01
Chicago, IL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I had a mortgage account with StoneGate Mortgage # XXXX for a rental property at XXXX XXXX XXXX - XXXX, IL XXXX which was set up on auto payment. Our mailing/statement address was our office at XXXX XXXX XXXX XXXX, IL XXXX StoneGate had our correct email address, office and mobile phone numbers. Yesterday I noticed the auto payments stopped in XXXX 2016 for the mortgage payments. When I called StoneGate to find out why I learned my loan was transferred in XXXX to XXXX # XXXX and that as of today XXXX XXXX we owed 4 months worth of payments. I made the payments today, but very concerned my credit will now be negatively affected for this. Neither company informed us of the change by mail, email or phone. Not sure of our rights, but does not seem right. Thanks for your help.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2016-11-16
Gloucester City, NJ
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2016-11-10
Lake Saint Louis, MO
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
2016-11-10
OH
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2016-10-28
Dallas, TX
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I refinanced my house and Stonegate Mortgage and Servicing still has not returned over XXXX dollars thats in my escrow account. They have told me numerous times they are sending it which I have at least two of those times recorded on my computer. A manager by the name of XXXX assured me he was overnighting it. Two days later when I called to find out where it was, I was about to be transferred and then suddenly he is no longer in the office for the day at XXXX. Not one person has given me a straight answer and no one has returned my money to me since my closing over 60 days ago from writing this complaint. These people are crooks.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with non-monetary relief
2016-10-25
Oxford, GA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I am writing to submit a complaint regarding XXXX Mortgage. XXXX acted illegally on at least XXXX occasions while handling our loan. First, XXXX transferred our mortgage to a new servicer in XX/XX/XXXX. XXXX did not provide the required XXXX advance notice of transfer and did not provide any notice of actual transfer. XXXX, XXXX took out a lender-placed insurance policy on our behalf. XXXX did not provide us ANY notice that it intended to take out lender-placed insurance, much less the XXXX letters spaced 30 days apart as required by law. We had previously provided XXXX with proof of insurance on several occasions. Moreover, XXXX deducted the annual premium of approximately {$1800.00} for the lender-placed insurance from our escrow account without notice. XXXX has given us conflicting information on whether that amount has been refunded. Apparently the refund was attempted to made during the transfer to the new loan servicer, XXXX XXXX, but neither company has been able to show that the premium was repaid to the escrow account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2016-10-08
MD
Credit decision / Underwriting
Mortgage: VA mortgage
Complaint: XX/XX/2016 my family spent {$620.00} in flights and rental car along with {$260.00} in hotel expenses so that we could spend three days finding our next home due to military XXXX. Stonegate Mortgage currently had my first Veterans home loan in XXXX, therefore, I decided to seek out their ability to complete my second tier Veterans Affairs home loan for a XXXX home purchase in XXXX for {$350000.00}. Stonegate Mortgage was the only lending institution that stated that they could approve my loan with XXXX out of pocket expenses. Despite me asking numerous questions about the second tier VA home loan and potential out of pocket expenses due to partial use of my Veterans entitlement, Stonegate continued to confirm that they could approve my loan with XXXX down payment or additional cost to me as the purchaser. I actually received a letter of commitment from Stonegate prior to departing my previous duty location in XXXX XXXX, XXXX. This letter of commitment set me in motion to depart XXXX with the expectation that I would close on the home to be purchased within seven days of arrival in XXXX, XX/XX/2016. Two days after I departed XXXX while driving with my household goods, XXXX pets, and XXXX children I received a call stating that they made an error in their interpretation of the VA second tier guidelines and now needed to contribute {$22000.00} in order to cover down on XXXX % of the exceeded VA entitlement for the county ( XXXX County : {$510000.00} ) I was purchasing in, given the partial use of of my VA Entitlements ( {$250000.00} for my home in XXXX ). I quickly informed Stonegate that I had asked the question about partial use of my entitlements throughout the loan processes and received nothing but reassurance that the loan would be approved. Furthermore, I informed Stonegate that they clearly could see my financial assets and already knew that I did not have $ XXXX available anywhere for this down payment on this home purchase. Stonegate apologized and said that they would further their research to see if they could find any other work around for the loan to be approved, but later explained that they could not assume the risk given the fact that the VA would not insure XXXX % of the remaining balance of the loan ( {$89000.00} ). I explained to Stonegate that my family and I wholeheartedly trusted them throughout this process and had no reason to doubt that I would not close on the house to be purchased by XX/XX/2016 given the home/termite inspections, appraisal, and letter of commitment which was forwarded to the seller agent and seller. I confirmed that I did not have the $ XXXX needed to close and therefore, needed them to figure it out as this was their error. To my surprise that same day ( two days after receiving my letter of commitment, I received a letter of denial stating that I had insufficient funds for approval and an apology email. My family and pets had to live in a hotel upon arrival in XXXX for 7.5 weeks amassing a debt of {$3800.00} in hotel expenses and {$2400.00} in meals while we searched for another home to purchase. These expenses were not forecast and therefore caused undo mental, physical, and financial stress. My family and I had to fight with Stonegate just to get reimbursed for the home/termite inspection and appraisal fees. My family and I feel that Stonegate should be responsible for more than just the fees but should also be held responsible for the inconvenience and financial burden placed on our family given their misleading information throughout this process which led my family into turmoil.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief
2016-10-03
Chicago, IL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Stonegate Mortgage claimed that we did not have appropriate insurance ( although we do ) and placed a grossly overpriced penalty insurance policy on our account, took all the money from our escrow account, and promptly sold loan servicing rights. We have electronic email records showing how many times we tried contacting them, and they did not respond a single time. My family has been defrauded by Stonegate.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2016-09-21
Cumberland, IN
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Company believes the complaint is the result of a misunderstanding Closed with non-monetary relief
2016-09-21
Bolingbrook, IL
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2016-09-09
FL
Application, originator, mortgage broker
Mortgage: FHA mortgage
Complaint: My husband and I bought a home in XXXX of XXXX and was financed with Stonegate Mortgage Corp out of California. I was contacted by a representative XXXX XXXX from Stonegate Mortgage Corporation in XXXX of XXXX stating President Obama lowered PMI on FHA loans and we were eligible for a refinance with no closing cost and our monthly payment could be lower if we qualified. He stated we had nothing to lose just the possibility of having lower payments on our mortgage and they were doing a lot of these refinances. I spoke with my husband and we agreed this would be a good fit based on what we were told. We started the process of the refinance. I was told we qualified and we were going to be able to save almost {$400.00} a month. Our payment was going to go from {$1700.00} to {$1300.00} however when we received our XXXX bill the payment due was {$1400.00} but the interest rate stayed the same at 3.75 %. The escrow account we currently had would transfer to the new loan number. We closed in XXXX of XXXX however, we were told we had to pay {$1600.00} at closing. I explained we were told there were to be no closing costs and I was told by the Title Agent XXXX XXXX that the money was the next payment due for the new loan which was not true. Then in XXXX XXXX when the tax bill came out it stated we owed {$2200.00}. Stonegate Mortgage Corp never transferred the original escrow account but instead paid it to the principal of the new loan. After looking at the new loan papers again they increased the principle loan balance of the original loan and then paid it back down with our escrow account without our permission. I then brought my HUD statement to a loan officer to review what happen. I was then told we were indeed charge closing cost, thousands of dollars in closing cost in fact, we where charged new loan origination fees and multiple other fees that were not necessary. More importantly our property taxes were not calculated correctly on purpose. It shows on the HUD we were paying {$250.00} a month for escrow in our original loan, but they only allotted for {$41.00} for escrow so therefore our property taxes had not been paid for all of XXXX By Stonegate Mortgage Corp and the Title Company, XXXX XXXX XXXX making our taxes {$41.00} that was how they were able to give us the " savings '' on our monthly mortgage payment on our refinance. XXXX of XXXX my mortgage payment when up to {$1900.00} to compensate for the negative property taxes. I reached out to Stonegate Mortgage Corp and was given the run around no on would talk to me and was unable to provide me with any information. They then sold our loan off so they did not have to deal with our issue any longer. I reached out the XXXX XXXX XXXX and spoke to XXXX XXXX explained our dilemma, he stated he would check into the issues and call me back. I have not receive a call back and he will not accept my calls. We have struggled this whole year to pay the {$1900.00} to pay back last years taxes as well trying to pay this years taxes. This situation has put us in financial ruins and no one will help us, I have literally been fighting this since last XXXX. Both these companies are sneaky thieves and have not morals. They knew what they were doing to us figuring they were going to get away with literally XXXX myself and my family for years and never having to answer for it. Please help us.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief
2016-08-30
Succasunna, NJ
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: We closed on our home on XX/XX/2016- our mortgage was soon Then sold to stonegate. We have the XXXX rehab loan- we were told work must be started within 30 days of closing. Our floors ( which was XXXX of our estimates included in the rehab ) were completed on XXXX/XXXX/2016. I was contacted for the first time by stonegate on XXXX/XXXX/2016 by XXXX XXXX stonegate renovate escrow administrator. At that time I sent the flooring bill, asked if a XXXX else was needed and did not get a response until XX/XX/XXXX " revising the property address '' on the generated email. On XXXX/XXXX/2016 I was told by XXXX that she would order the needed inspection so the floors would be paid for. On XXXX I emailed the completed XXXX and lien waiver to stonegate. After a week of not hearing anything I reached again out to XXXX on XXXX who was on a vacation. I was then contacted by her supervisor XXXX. Who told me to contact the appraisal company. I did not have their number nor was I provided with it. I finally obtained through my realator. Despite asking XXXX for such. The appraiser came on XX/XX/XXXX and inspected the floors so payment could be processed. I again heard nothing from stonegate and reached out via email XX/XX/2106- the response I received from XXXX was simply " please address issue metentioned by inspection- no further details given.
When I looked at the inspection report- issues such as needing a new furnace, replacing windows were listed. At closing I was forced to pay {$200.00} X XXXX as we XXXX seperate contractors. Yes! Those things need to be addressed- work did not yet start on them and I had been told as each " project '' was completed the inspector would come hence why I had to pay {$1000.00} for inspections. I clearly would not have been contacted by anyone at stonegate. On XX/XX/XXXX XXXX phoned as she lost the XXXX and lien waiver I had sent on XX/XX/XXXX ( which I have record of. ) she stated in her email the two party check would be sent on XX/XX/XXXX. Mind you the flooring company completed there work almost 59 days ago at this point and are calling me seeking payment several times a week.
I heard nothing from XXXX come XX/XX/XXXX and so I reached out to her. She now stated the check would be mailed XX/XX/XXXX. I asked what occurred for the delay and still to this wring have received no response from Coi. I contacted their consumer email- citing my issues, the sheer lack of communication and they simply forwarded to XXXX 's supervisor who was already not helpful, cold and frankly rude. I expressed my frustration and she simply replied the check will be mailed XX/XX/XXXX. I relayed that being notified of such would have been greatly appreciated and she stated they have 48 hours to respond to someone. Some of my emails I do n't receive responses at all and let alone responses have come over the 48 hour mark- when they do they are short. They rarely address the questions I may have asked. Important information is not communicated and if information is I have to independently reach out. I am never contacted or informed of changes. Documents are lost. Inspections are scheduled in a timely manner. When speaking to anyone they are usually cold and dismissive.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with non-monetary relief
2016-08-25
GA
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Complaint: My name is XXXX XXXX. I have a USDA loan through Stonegate Mortgage.
I fell behind in my payments, and called in to speak to Stonegate management about it.
They put me on some type of in house solution. This had me to try to pay XXXX double per month, which was a harder struggle. This was not a good system.. I let them know that it was n't working.. Then they came up with this ( work out packet ) .. This paper work is long and complicated. It required all of my finances, and sense I 'm a retired vet, most of my paperwork took weeks to get.. Well Stonegate said that my time had run to fill out the paperwork, and in that time my home was placed into foreclosure status. XXXX XXXX, auctioned off. I must mention that during the time I was struggling to get this packet filled out, They told me that no payments would be excepted until the packet was filled out and approved.. I feel like I was n't give they proper info or chances to save our home.. I was not told about the programs available for loans like mine.. They never mentioned the Counciling that is available.. Now I 'm being sent notices that a dispossessory has been filed against me. I really need help to save my home ...
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2016-08-23
Santa Ysabel, CA
Loan modification,collection,foreclosure
Mortgage: Conventional adjustable mortgage (ARM)
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief