Midland States Bank

Initial Business Response / [redacted] (1000, 5, 2015/11/27) */ Contact Name and Title: [redacted] ***, Compliance Dir Contact Phone: XXX-XXX-XXXX Contact Email: ***@midlandsb.com Midland States Bank began addressing Ms***'s concerns after being contacted by her on November 12, The loan servicing system has been updated to reflect the application of payments pursuant to her instructions, late fees have been deleted, and credit reporting agencies will have received updated credit reporting information by the end of NovemberCustomer Care has scheduled a follphone call with Ms [redacted] on December 1st Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/12/28) */ On December 26, I received a bill from this company indicating I had only made a partial payment in November That is not true I made a full payment plus an additional $This has caused my credit rating to decreaseI don't know what they are doing with my money or where they are placing these payments

Complaint: [redacted] I am rejecting this response because:The bank has not helped to resolve my request for escrow analysis notifications or has completed the escrow analysis I have requestedI have been harasses for non-payment based upon miss information held by the bank that was not resolved in a adequate timeThe predatory comment made from the bank have made doing business as a consumer home loans impossibleThe bank clearly seethe with unprofessionalism with collections and with mortgage care center personnelThe bank clearly does not make any attempt to fix my current bank statements or inform me of any escrow activitiesAll statements made by the bank to the Revdex.com are inaccurate and based upon my engagement of my complaint to the Revdex.com.Furthermore I would like this to be made public as to warn their consumers and possible future consumers of the banks continued defiance to help the consumer with banking needs when requested.The past six months have been hell for me and my family to make up the cost difference based upon accounting misinformation from the bankI have paid in full with disagreement and would like to see the Missouri Attorney Generals office engaged to further investigate this banks business practices Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , in addition I have now received the release of mortgage, and find that this resolution is satisfactory to meThis entire complaint could have been avoided if I had been told the release would follow in a few days/weeks or the processing center waited till they received the release and included it upon sending out the canceled papers.Thanks for your assistance in this matter.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@midlandsb.com We acknowledge the validity of the consumer's complaint and have apologized to the consumer for the untimely communications and the delay in release of the insurance proceedsThe funds were mailed to the consumer with next day delivery on Monday, August 31, We have also revised our procedures with the intent of preventing such problems from occurring in the future

The customer's complaint does not specifically identify any of the alleged inaccuracies. The Bank's records evidence numerous actual and attempted communications between various Bank departments and the customer regarding his mortgage statements, mortgage loan balances, and escrow account
balancesThe Bank has reviewed the account history and mortgage statements since loan origination and found no errors and the customer has not cited or provided evidence supporting any inaccuracies or errors. The Bank believes it has adequately and appropriately addressed the customer's questions regarding the accounts, but is more than willing to address the specifics of any allegations and review any information he may provide

This is the response of Midland States Bank (the “Bank”) to Customer Complaint ID *** received July 24, 2017. The Bank has reviewed the customer’s payment history and credit reportingNo evidence was found to support the allegation that the June, July, and August payments were
erroneously applied to another customer’s account; however, we determined that these payments were rejected and not applied to the account due to the entry of a “stop” code into the loan processing systemThe Default Specialist handling the account erroneously thought the code should be entered due to the issuance of a Right to Cure NoticeThe payments have now been applied as of the dates receivedThe rejection of the three payments resulted in three erroneous credit reporting entriesThe credit reporting correcting entries will be submitted to the credit reporting agencies on August 5, It is our understanding that it takes a minimum of days for the credit reporting agencies to process the entriesThe Bank will review the credit reporting on August 22, to verify that the updates have been madeIt is the Bank’s position that all other credit reporting on this account is accurateIf the customer disagrees with the Bank’s conclusion, we will be glad to review the records referenced in the complaint

I have confirmed that Mr***'s concerns regarding the *** mortgage insurance premium ("MIP") are legitimateWhen Mr*** first contacted Midland States Bank regarding cancellation of MPI, loan operations was advised by *** that Mr. ***'s loan was not eligible for MIP
cancellationThe Bank pursued the issue further and determined that the advise provided by *** was incorrect. MIP was removed from Mr***'s loan on March 25, 2016; however, we failed to notify Mr*** of this cancellationOn behalf of Midland States Bank, I apologize for this lack of communication. Due to the fact the Bank was provided erroneous advice by the ***, we are further researching the matter to determine whether MIP should have been cancelled at an earlier date. Midland States Bank will advise Mr*** as to the results of the further researchPlease contact me if you have any additional questions

The issues between Midland States Bank (the "Bank") and our customer are much broader in scope than the May payment issue referenced in the complaintThe Bank has been working with the customer for an extended period of timeIt is the Bank's position that is has complied with all agreements
between the Bank and customer, and with all policies, procedures, and applicable laws related to the relationship

Complaint: [redacted]
I am rejecting this response because:The bank has not helped to resolve my request for escrow analysis notifications or has completed the escrow analysis I have requested. I have been harasses for non-payment based upon miss information held by the bank that was not resolved in a adequate time. The predatory comment made from the bank have made doing business as a consumer home loans impossible. The bank clearly seethe with unprofessionalism with collections and with mortgage care center personnel. The bank clearly does not make any attempt to fix my current bank statements or inform me of any escrow activities. All statements made by the bank to the Revdex.com are inaccurate and false based upon my engagement of my complaint to the Revdex.com.Furthermore I would like this to be made public as to warn their consumers and possible future consumers of the banks continued defiance to help the consumer with banking needs when requested.The past six months have been hell for me and my family to make up the cost difference based upon accounting misinformation from the bank. I have paid in full with disagreement and would like to see the Missouri Attorney Generals office engaged to further investigate this banks business practices.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], in addition I have now received the release of mortgage, and find that this resolution is satisfactory to me. This entire complaint could have been avoided if I had been told the release would follow in a few days/weeks or the processing center waited till they received the release and included it upon sending out the canceled papers.Thanks for your assistance in this matter.Sincerely,
[redacted]

The Bank believes its original response is accurate; however, it is clear the customer believes that there are outstanding issues that still need to be addressed. A Bank representative will be contacting the customer directly in an attempt to resolve these issues.

Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@midlandsb.com
We acknowledge the validity of the consumer's complaint and have apologized to the consumer for the untimely communications and the delay in...

release of the insurance proceeds. The funds were mailed to the consumer with next day delivery on Monday, August 31, 2015. We have also revised our procedures with the intent of preventing such problems from occurring in the future.

The original Satisfaction of Mortgage was recorded by Macoupin County on January 8, 2018 and was not received by the Loan Servicing area until last week. It was mailed by the bank to the customer on January 11, 2018. Although debt obligations such as promissory notes are marked...

"paid in full" after payment, mortgages are security instruments and are released after the debt obligation is paid in full.  The recorded Satisfaction of Mortgage is evidence that the debt has been satisfied, the mortgage has been released, and it is no longer a lien on the real estate.

Initial Business Response /* (1000, 5, 2015/11/27) */
Contact Name and Title: [redacted], Compliance Dir
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@midlandsb.com
Midland States Bank began addressing Ms. [redacted]'s concerns after being contacted by her on November 12, 2015. The loan servicing...

system has been updated to reflect the application of payments pursuant to her instructions, late fees have been deleted, and credit reporting agencies will have received updated credit reporting information by the end of November. Customer Care has scheduled a follow-up phone call with Ms. [redacted] on December 1st.
Initial Consumer Rebuttal /* (3000, 13, 2015/12/28) */
On December 26, 2105 I received a bill from this company indicating I had only made a partial payment in November 2015. That is not true I made a full payment plus an additional $48. This has caused my credit rating to decrease. I don't know what they are doing with my money or where they are placing these payments.