STONEGATE MORTGAGE CORPORATION

2016-08-22

TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I purchased my house in XXXX XXXX. My monthly payment includes the principal, interest, mortgage insurance, homeowner insurance, and property tax. The homeowner insurance and the property tax payments are collected under the escrow account. My monthly monthly payment was initially around {$1300.00} including the everything. I recently learned that my monthly payment jumped to {$1900.00}. After several attempts, I learned that even though the mortgage company collected the property insurance from me on monthly bases, THEY NEVER PAID it to the insurance company. Now the mortgage company tells me that homeowner insurance from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX is missing. And that they are charging me around {$5700.00} to cover the missing period without my consent. I paid my homeowner insurance payments in advance to the mortgage company. Mortgage company does n't pay it to the insurance company. Neither the insurance company nor the mortgage company informed me about the missing payments. I always assumed and more importantly paid for the homeowner insurance. Now, the mortgage company significantly increases my payments -that is XXXX % increase- ( from {$1300.00} to XXXX ) My concerns : 1- Why do I have to pay for the mortgage company 's mistake? Had they paid the insurance premium they collected from me on time or informed me that they could n't pay none of this would have happened. 2- What is the logic behind purchasing insurance for the past time? 3- Why is mortgage company charging me two -to- three times more than the regular insurance premuium even though it is clearly their fault? 4- My biggest concern is that the mortgage company is either doing this on purpose of is not competent to collect escrow. This is not the first time they mismanaged my escrow. They previously charged me for flood insurance where the documents they provided me in closing clearly said there is no need for flood insurance. There was never any discussion on flood insurance, never purchase, but the mortgage company did charge for it for around two years ). When I noticed and told them about it they asked me to get proof from the county. In my experience, I suspect the mortgage company is either deliberately overcharging/abusing the escrow accounts or they are not competent. Either way, I think it should be investigated to see how many customers are in similar conditions as I am.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2016-08-21

Lewisville, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I just received notice that my mortgage is being sold by Stonegate to XXXX as of XX/XX/XXXX. I have read reviews of XXXX which make them look crooked and fraudulent. There is not one good review. I take pride in my credit and am very uneasy about this. Is there anything I can do to prevent this sale?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-08-18

Succasunna, NJ

Application, originator, mortgage broker

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

2016-08-10

Virginia Bch, VA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-08-08

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: My name is XXXX XXXX XXXX XXXX and I purchased my home in XX/XX/XXXX, the worst year to buy since prices of homes were high and now the value and cost of homes has plummeted. Since I purchased the home, the XXXX has had me away from it on XXXX and XXXX for six of the eight years I 've owned it. I 'm currently XXXX to XXXX and not receiving a housing allowance since my XXXX started from XX/XX/XXXX. I worked with a realtor ( XXXX XXXX ) towards a short sale but due to the VA 's inflated appraisal, the house has not had any offers on it in over 8 months now. The bank is trying to foreclose but I 'd prefer a new VA Appraisal and it be short sold instead. Is there any possible way the CFPB can help? This is my second attempt to have the CFPB assist. Thank you kindly.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-08-04

Naples, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I made additional deposits to my mortgage at XXXX and asked for my PMI to be dropped. I paid for and had completed I be removed in their appraisal and they told me the PMI would be removed in XXXX But they were " backed up ''. It was not removed and I placed several calls and emails. They promised to call me back and never did. I believe this is a stalling tactic designed to keep charging me unnecessary PMI. I have more than {$90000.00} in equity in the house XXXX XXXX XXXX Loan Number XXXX XXXX XXXX XXXX XXXX, XXXX FL XXXX XXXX Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-07-12

Three Bridges, NJ

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

2016-07-11

OH

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I was attempting to apply for a " partial release of real property '' with Stonegate Mortgage. I began by contacting them onXX/XX/2016.I was told by XXXX that I needed to do several things such as 1. get a new survey 2. appraisal 3. history of my mortgage payments 4. sales contract 5. tax information. I began to do these things. XXXX/XXXX/16 I talked to XXXX XXXX XXXX at Stonegate and was told I needed Form XXXX. He emailed me a copy of form XXXX that day. I continued to work on the application. On XX/XX/XXXX I talked to XXXX XXXX XXXX. He sent me a copy of the survey in their records of my property. I was also told for the first time that nothing would happen unless I sent a letter to Stonegate requesting the partial release. I sent a letter out that day. I also received an email from XXXX XXXX XXXX with a account of my payments to Stonegate Mortgage. On XXXX/XXXX/16 I had my package prepared except for the new survey which was completed on XXXX/XXXX/16. Now on XXXX/XXXX/16 Stonegate sent me an email that my loan was stating transferred on XXXX/XXXX/16. They could not do the partial release. The email also said I would receive a letter before XXXX/XXXX/16 advising me of my new servicer. I did not receive the letter by XXXX XXXX. I called XX/XX/XXXX and was told it would arrive within the week. I did not receive the letter today XXXX/XXXX/16. I called Stonegate and was told my loan would n't be transferred until XX/XX/XXXX. But they also could n't do the partial release either.I am waiting for a call back from a supervisor. I have this all documented. My loan number is XXXX. My phone number is XXXX. My buyer is getting very anxious as I am. It has been 5 monthe of runaround on this. Please help! Thank-you.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Disputed: No Timely Response

2016-06-23

Westfield Ctr, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage is through Stonegate Mortgage Corporation. It has been for two years. For XX/XX/2016 I did not receive my payment coupon to make my payment. Knowing it was due, I used a statement from XX/XX/XXXX to obtain a mailing address for payments so I could mail my payment on time. The payment was mailed on XXXX/XXXX/16, before the late payment date of XXXX/XXXX/16. On XXXX XXXX, 2016 I noted in my bank account that the payment had not cleared. I contacted Stonegate to inquire and they informed me that they had a new payment PO Box as of XXXX XXXX and sent me a letter on XXXX XXXX with the change of address with my coupon. However, I did not receive that mailing. With a check # XXXX now lost in the mail I asked the representative at XXXX to waive my late fee of {$40.00} so I could pay with check by phone and that I would go to my bank, XXXX the next day and stop payment on check # XXXX that was now lost. They refused to waive the late fee and offered to waive the payment by check fee. I stated I would first go to the bank and check on the stop payment fee before proceeding with check by phone. When I went to my bank on XXXX XXXX, 2016 I was charged a fee of {$33.00} to place a stop payment on my check. I then called Stonegate again and initiated a payment by phone but again asked to have them waive the late fee of {$40.00} and they refused. They are not taking any responsibility that I never received their change of address letter that they claim was sent to me on XXXX XXXX. For resolution I want the {$40.00} late fee waived, Stonegate to reimburse me the {$33.00} stop payment fee, and my credit report to not have a negative report due to a mail error.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2016-06-15

Beyersville, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Hi, I had paid my initial 20 % of my 30 year conventional loan amount and requested for removal of PMI from my account which is allowed by Law and per the Mortgage companies own website FAQ and I paid the fee requested as requested by the Mortgage company but still they have been changing me PMI up from for the next months even before I am due for the next month payment.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2016-06-13

Charlotte, NC

Application, originator, mortgage broker

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

2016-06-13

Northside, NC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: STONEGATE MORTGAGE CHARGED ME PROPERTY TAX AND HOME OWNERS INSURANCE FOR THE YEAR XXXX, HOME WAS BOUGHT IN XXXX XXXX, ALL THESES FEE 'S WERE PAID AT CLOSING IN XXXX, XXXX XXXX XXXX. THEY CHARGED ME HOME OWNERS INSURANCE FEE 'S OF XXXX. WHICH WAS NOT DUE XXXX, I WAS ALSO CHARGED IN XXXX, WHEN THE POLICY RENEWED IN XXXX XXXX, ON XXXX XXXX I WAS CHARGED XXXX. FOR PROPERTY TAX, WHICH MY TAX BILL DID NOT COME OUT UNTIL XXXX XXXX. WHICH I ALSO PAID AGAIN IN XXXX. THEY RAISED OUR ESCROW ACCOUNT EVERY YEAR WE HAD THE LOAN, THIS YEAR IT WAS RAISED XXXX a month. a total of XXXX a month. THERE IS ONLY XXXX TAX BILLS ON THIS HOME, FROM XXXX, XXXX, XXXX XXXX THEY DEDUCTED FROM ESCROW ACCOUNT THE PAYMENT FOR TAX 'S. XXXX OFFICE SHOWS PAYMENT MADE XXXX XXXX XXXX. EVERY MONTH OUR ESCROW ACCOUNT GOES UP AND DOWN. WE HAVE A USDA LOAN FEE DUE ONCE A YEAR. {$440.00} I HAVE ALL DOCUMENTS TO VERIFY MY ACCOUNTS, ALL STATEMENTS FROM THE BEGINNING OF THE LOAN TO CURRENT. OUR CLOSING PAY OFF IS CHARGED XXXX OVER THE PAY OFF BALANCE. THEY ARE REQUESTING MONEY GO TO OUR ESCROW ACCOUNT, FOR WHAT. WHEN WE SELL THE HOME, WE PAY OUR TAX 'S FOR THE YEAR AT CLOSING. THEY SAID THEY ARE CHARGING ESCROW FUNDS TO GO FOR TAX 'S IN XXXX. I JUST WANT MY MONEY BACK. I HAVE ARGUED WITH THEM FOR OVER A YEAR. BUT I CAN NOT GET ANY WHERE, PULL UP XXXX XXXX TAX COLLECTOR. PUT IN MY NAME XXXX XXXX. SEE HOW MANY TAX BILLS THERE ARE FOR XXXX XXXX XXXX XXXX XXXX XXXX XXXX!!! AND I WAS CHARGED FOR XXXX, THAT EXPLAINS WHY EVERY YEAR I WAS COMING UP SHORT. THEY HAVE HELD PAYMENTS FOR LATE CHARGES, I WAS ONLY LATE A FEE TIMES, WHEN I WAS I MAILED PAYMENTS OF XXXX FOR THE LATE FEE, I HAVE STATEMENTS HERE WHERE THEY BILLED ME, FROM XXXX TO XXXX FOR LATE FEE 'S. I JUST WONDER HOW MANY MORE PEOPLE HAVE BEEN THREW THE SAME THING. I ONLY HOPE IT IS ALL CORRECTED AND I GET MY MONEY BACK.. THANK YOU FOR YOUR HELP XXXX XXXX
Company Response: Company believes the complaint is the result of a misunderstanding Closed with non-monetary relief

Disputed: Yes Timely Response

2016-06-12

Smithfield, NC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: Yes Timely Response

2016-06-03

Philadelphia, PA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Stonegate Mortgage has paid invoices submitted to them regarding my account without consulting me. Consequently, they have paid XXXX insurance agencies that are not my provider for an amount over XXXX. I wish to formally have the following happen : I am formally Disputing the invoices that lead to withdraws to my account Have Formal Investigation into all withdraws from my account I did not authorize any withdraws from my escrow receive all documents regarding withdraws from my escrow Refund all funds back into my escrow Correct my credit score from XXXX/XXXX/16 Refund XXXX extra charge given on XXXX/XXXX/16 I can be reached at XXXX
Company Response: Company believes the complaint is the result of a misunderstanding Closed with non-monetary relief

Disputed: No Timely Response

2016-05-26

Mesquite, TX

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

Disputed: No Untimely Response

2016-05-26

Kelly Usa Br, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company can't verify or dispute the facts in the complaint Closed with non-monetary relief

Disputed: No Timely Response

2016-05-18

NE

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: At the time of closing, there was no mortgage insurance listed on our closing disclosure and documents. When we received our first mortgage payment statement, the amount due was {$92.00} more. I emailed our mortgage broker with XXXX XXXX and asked if he could explain the discrepancy. He responded 2 days later explaining that " for some reason, the payment letter and such given at closing did not include the mandatory Mortgage Insurance '' and encouraged us to pay the amount with the mortgage insurance from the payment statement. I do n't feel we need to pay the amount with mortgage insurance as this was omitted on our official closing documents we signed at closing. I emailed and mailed a complaint letter to both XXXX XXXX and XXXX Mortgage on XXXX XXXX, 2016 with a deadline of XXXX XXXX, 2016 to respond or I will file a complaint. I did not hear a response from either one of them and I am reporting our mortgage broker with XXXX XXXX. I did make our first mortgage payment on time for the amount we signed at closing ( {$1900.00} ).
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: No Timely Response

2016-05-17

Lake Lillian, MN

Application, originator, mortgage broker

Mortgage: VA mortgage

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

Disputed: No Timely Response

2016-05-10

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: StoneGate Mortgage failed to give me credit for one of my mortgage payments. This was shown on my XXXX 2016 statement. It shows that the payment was received on XXXX XXXX, 2016 and then reversed. There was no reduction in my principal. I called the company and spoke with XXXX at ext. XXXX. I was told that this was an error on their part and it would be corrected. I also contacted my bank. The mortgage payment in question has cleared. I have just received my XXXX 2016 statement. This correction has not been made. The principal has not been reduced and the interest charged can not be correct if they calculate my interest expense from an incorrect principal.. This recent statement shows that I owe two payments..
Company Response: Company believes the complaint is the result of a misunderstanding Closed with non-monetary relief

Disputed: No Timely Response

2016-04-29

Phila, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-04-29

Key Biscayne, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-04-18

Greenwood, CA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: When I refinanced my mortgage, mu current lender, Stonegate Mortgage, mishandled my escrow account. On XXXX XXXX, Stonegate " conveniently '' withdrew my property tax payment for an XXXX XXXX payment!? On XXXX XXXX, ironically, the XXXX tax collector has not received the payment!!! How is it my new lender already paid my property taxes and my new loan did n't even close until XXXX XXXX!? Called Stonegate and they did not care, customer service was RUDE and told me they always pay in advance, really two months early???? She could not explain why XXXX XXXX tax collector had not received payment and did not care, offered zero help. She then told me I would have to wait 2 months for my refund. WOW that 's customer service! So Stonegate gets to keep almost {$2000.00} because allegedly they pay property taxes early but ca n't find a record for it. How convent! This is the professional experience, dedicated service, and HIGHER STANDARD you can expect from Stonegate. I was a customer and just because I chose to refinance with someone they screwed me over. Please help! XXXX XXXX Loan # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2016-04-16

Dallas, TX

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

Disputed: No Timely Response

2016-04-13

Main Office, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In order to resolve a long standing issue we had with Stonegate Mortgage they offered us a refund of four months of interest on XXXX/XXXX/XXXX. That email requested that we confirm that we would consider the matter closed by accepting those terms and we responded accordingly that same day. The following day, they sent us a formal letter ( attached ) with those same terms via the XXXX complaint that we had open. The week of XXXX/XXXX/XXXX we received a check from Stonegate Mortgage, but it was nowhere near the amount they offered us and to which we agreed. The check was in the amount of {$690.00} and we paid nearly {$1900.00} in interest over those four months. We emailed the executives and attorneys that were copied in on the letter concerning the discrepancy XXXX/XXXX/XXXX. We were essentially told what was stated in the offer was not what they meant, we responded reiterating the terms we agreed to, and they stopped responding despite several follow up emails.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2016-04-08

Santa Ysabel, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Stonegate Loan # XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX Filed We started a short sale with Stonegate On XXXX XXXX, 2016. Last evening, XXXX XXXX, the homeowner received a call from Stonegate 's debt collection department. The male on the phone was very rude. He stated Stonegate was understaffed, not going to work on a short sale, and they were going to foreclose on XXXX XXXX unless the homeowner gave him in excess of $ XXXX immediately. This homeowner is understandably distressed by this action on the part of Stonegate. Aside from the lack of professional exhibited by the Stonegate rep, there are also several legal issues with this event. The Fair Debt and Collection Act has been violated in several ways. Harassment of the owner of a home and using intimidation in an attempt to coerce a current client. Threatening foreclosure on a home that has not yet been referred to an attorney ( we spoke with Stonegate staff on XXXX/XXXX/16 and verified this ). Stating Stonegate is understaffed to the point of inability to fulfill their servicing obligations and they are just going to foreclose on the homeowner. To top it off, this is being done to a Veteran with a VA Loan. Is the XXXX XXXX aware that Stonegate lacks the staff to service their mortgages in accordance with their servicing contract? We have since spoken with a rep in the short sale department who was disturbed that this had happened. Their supervisor has been apprised of this situation. It is obvious that Stonegate is doing this not only our client but all of their clients. The CFPB was created to end this kind of fraud. When is Stonegate going to be closed down?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response