Stearns Lending LLC

Rich H [redacted] and Scott M [redacted] are clueless Worst wholesale lender ever

We are responding to the complaint filed against Stearns Lending by [redacted] (“The Borrower”) with your organization The Borrower states that although she has reaffirmed her mortgage with Stearns Lending through her Bankruptcy, she has not received any statementsWe have consulted with [redacted] , the sub-servicer of the Borrower’s loan to assist we this responseThe Borrower’s reaffirmation agreement was filed on December 7, and she was discharged from the bankruptcy on February 3, The delay in closing her case and being able to return her loan to regular servicing is due to the Trustee having declared the Borrower’s bankruptcy an asset case The docket does not indicate what assets the Trustee is investigating for possible liquidation [redacted] is unable to close its bankruptcy workstation in connection to the Borrower’s loan until 1) The Trustee files his final report, showing he does not have interest in our real property, and 2) the court closes/terminates the bankruptcy case This is bankruptcy procedure Upon termination of the bankruptcy, the bankruptcy workstation will be closed, and if the loan remains current, it will be moved to regular servicing where monthly statements, credit reporting, etccan resumePayments being shown as “irregular” has no bearing on the Borrower’s account This is a notation which could mean many things As the loan is in current bankruptcy status, payments are manually applied, thus the “irregular notation” in this case All payment have been received and loan is current [redacted] ’s records show no record of dropped calls; however, we regret that the Borrower was unable to be provided with the above explanation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I called on Monday January 9th and was told that, 'our offices are closed, please call again later.' This was during business hours Apparently the Virginia Beach offices were closed What kind of customer service is that? After being disconnected several times I finally got through to someone to make a phone payment It is absolutely disgusting they way this place does business It took me over minutes to get through to someone after being disconnected multiple times and then listening to their stupid automated system Once through I asked them again about when they were going to adjust my payment because I paid in full my insurance premium in November for my home for a year They told me it could take months to adjust my payment Why is this taking so long? Stearns is an unethical and unprofessional company I can't wait to take my loan and business somewhere else I expect my payment to be adjusted post haste I am tired of all the problems I have had Stearns is a joke of a company with terrible customer service Regards, [redacted]

We are responding to the complaint filed against Sterns Lending by [redacted] with your agency, regarding his dispute of the monthly PMI amount on his loanWe have reached out to LoanCare, the sub-servicer of Mr***’s loan to assist us with this responseAt the origination of Mr***’s loan, he was provided with an amortization schedule which indicated the PMI rate would decrease, beginning with the thirteenth payment on his loan However, according to LoanCare’s records and Radian's (Mortgage Insurance provider) Commitment & Certificate of Insurance, the PMI rate would decrease after years This is the information that was shared with Mr***It appears that the information input for the amortization schedule was incorrect; nonetheless, due to the discrepancy, LoanCare has adjusted the PMI payment, effective May 1, to match the amortization schedule provided to Mr [redacted] at loan origination $(months PMI payment difference) has also been refunded to Mr [redacted] by applying the amount to the principal of his loan on April 21, We apologize for any inconvenience Mr [redacted] may have experienced with regard to this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This is the second time I've made this complaintPreviously, the company "patted me on the head" and basically said to be patient, they'd take care of the problemWell, months have gone by and the problem has NOT been resolvedShortly after refinancing my mortgage in June of I was forced to declare bankruptcyI REAFFIRMED my mortgage and all seemed to be fineHowever, I stopped receiving statements, which is during the pendency of the filingAfter the process was COMPLETE, I expected my statements to resumeThey did not (which is when I originally filed my complaint)I was told by Stearns that they were just following procedure because my situation was an "asset case" and they couldn't do anything until the trustee wrote his final report stating that the house was not being considered as an assetWell, that is exactly what happened, and I mailed (via CERTIFIED, RETURN RECEIPT) the documentation that proved that directly to Stearns' processor, [redacted] I have the post office green receipt to prove it was receivedYet, here I am in NOVEMBER of 2017, STILL NOT GETTING copies of my statementsContact with "customer service" (That is quite the amusing title for these people) is WHOLLY unsatisfactoryThey talk in circles, treat me with disdain, or refer me to department after department.I require someone in authority "get the attention" of the "Customer Service" representatives at [redacted] I want my statements to immediately resume, and be sent to me at my address of record (the same address as the property in question)Finally, I would like some kind of public acknowledgement that Stearns Lending has not fulfilled their obligation in this regard(What I'd really like is for their ENTIRE customer service department to be replaced, but we all know that isn't going to happen).Regards, [redacted]

We are responding to the complaint filed against Stearns Lending, LLC (“Stearns”) by Mr [redacted] with your organization Mr***’ mortgage loan application was ultimately denied and he is requesting a refund of the $buyers/home inspection fee he paid Mr [redacted] states that Stearns should have known his employment status from the beginning We consulted with Branch Manager, in preparation of this responseAccording to the Branch Manager, based on the initial customer interview and the information Mr [redacted] provided, he qualified for a loan subject to verification of income and assets The preliminary income documentation Mr [redacted] provided showed an annual salary of $44, The Branch Manager personally questioned Mr [redacted] several times about this and Mr [redacted] was adamant that his yearly salary was $44, When Stearns received more detailed financials a couple weeks later, it was discovered that Mr [redacted] was a new employee and on a customary probationary period which only guaranteed hours per week and hours per pay period Furthermore, an appraisal was performed on the property and the value came in $7,less than the contract purchase priceMr [redacted] was not charged for the appraisal, which was a requirement of the loanThe cost was absorbed by Stearns However, a buyer’s home inspection is not required by Stearns and is at the discretion of the buyer Therefore, we must respectfully decline Mr***’ request for refund of the inspection fee

We are responding to the complaint filed against Stearns Lending by [redacted] with your organization regarding the refund of the VA funding fee paid at closingIt appears that Ms [redacted] ’s refund request was originally sent to our sub-servicer, LoanCare to process However, our sub-servicer does not handle VA funding fee refunds and the request may have been re-directed to another department prior to being reviewed and approved by the appropriate Stearns Lending departmentA check, payable to the borrower was issued on January 25, in the amount of $5, We apologize for the delay in processing

I refinanced my primary residence and a rental property months ago and both mortgages were resold twice, ending up with StearnsBoth insurance policies (and policy numbers) for both properties had been remained the same since 2005, with my primary residence renewing in June and the rental in AugustI keep my loan and insurance docs for several years, so I had last years' policies for both home and rentalAnd I have this years' renewal/renewal certificatesNo changes to either in regards to address I received a letter from Stearns last week indicating that the address for the policy for my primary residence did not match the mortgage and that I needed to call to rectifyAs I quickly noticed that they had the wrong policy number (the one assoc with my rental) associated with my residence, I called and (after navigating through an overly complicated and lengthy auto attendant menu) got to a live person They proceeded to tell me that the address on my insurance policy for my home was incorrect, and persisted even after I explained the situationI then gave the person the loan # for the rental and asked them to tell me the insurance policy # assoc with itSurprise - it was the same policy # that they had assoc with my primary residenceThe person tried to say the insurance company sent the wrong informationWhat??!! In the previous years my same insurance company had annually renewed my policies (without address changes) but I'm supposed to believe that somehow State Farm's automated system sent me policies with the correct address but sent Stearns copies with the wrong information????!!! And what is the resolution - after spending several hours getting all my paperwork in order and waiting to speak to a representative - I need to spend more time requesting that State Farm resend a copy of my homeowner's policy

This is in response to the complaint [redacted] (“The Borrower”) filed against Stearns Lending (“Stearns”) with your organization with regard to fees charged in connection to her auto draft We have consulted with [redacted] , the sub-servicer of the Borrower’s loan to assist with this response [redacted] ’s records indicate that the Borrower’s auto-draft payment was scheduled to draft every month on the 1st Due to a servicing transfer from Stearns to Lakeview, the draft was moved to the 6th of the month, as a behind the scenes process There was a service release stop on the account due to the transfer that caused the payment, the Borrower attempted to schedule (as a one-time payment) on the website for January 3, to fail In addition, the auto draft did not continue because the Borrower deleted the auto draft on January 3, The Borrower was able to successfully schedule a payment with an agent over the telephone on January 9, The Borrower indicates that we would have charged her a fee for auto drafting on the 6th of the month; however, auto draft is free of charge and no additional fees would have incurredWe apologize for any inconvenience the Borrower may have experienced with her difficulty getting through to the customer service line

The process for the borrower to request the payment of supplemental tax bills is outlined in the original responseRegarding evidence as to whether the bill in question is a supplemental tax bill, the borrower can access her county's tax assessor's website at [redacted] Attached are imaged copies from the website indicating the tax is a supplemental tax for new construction (attached)

We are responding to [redacted] ***’s second complaint against Stearns Lending with your agency regarding the double payment of her taxesAs stated in our original response, it is not the servicer’s responsibility to monitor the refinance process A refund has been requested with the County Once the funds are received by Stearns Lending’s sub-servicer, LoanCare, they will promptly remit the funds to Ms***

Upon receipt of the customer’s dispute, our servicing department was notified and the account analyzed by an escrow analysis processorThe tax lines were updated and the customer’s refund was sent via overnight mail on July 21,

We are responding to the complaint filed against Stearns Lending by [redacted] (“The Borrower”) with your organization The Borrower states that although she has reaffirmed her mortgage with Stearns Lending through her Bankruptcy, she has not received any statementsWe have consulted with LoanCare, the sub-servicer of the Borrower’s loan to assist we this responseThe Borrower’s reaffirmation agreement was filed on December 7, and she was discharged from the bankruptcy on February 3, The delay in closing her case and being able to return her loan to regular servicing is due to the Trustee having declared the Borrower’s bankruptcy an asset case The docket does not indicate what assets the Trustee is investigating for possible liquidationLoanCare is unable to close its bankruptcy workstation in connection to the Borrower’s loan until 1) The Trustee files his final report, showing he does not have interest in our real property, and 2) the court closes/terminates the bankruptcy case This is bankruptcy procedure Upon termination of the bankruptcy, the bankruptcy workstation will be closed, and if the loan remains current, it will be moved to regular servicing where monthly statements, credit reporting, etccan resumePayments being shown as “irregular” has no bearing on the Borrower’s account This is a notation which could mean many things As the loan is in current bankruptcy status, payments are manually applied, thus the “irregular notation” in this case All payment have been received and loan is currentLoanCare’s records show no record of dropped calls; however, we regret that the Borrower was unable to be provided with the above explanation

I just got off the phone with a local lawyer, David Farmer, he looked and we are not in foreclosure at all but Stearns Lending sent us letters stating that we areThey also sent emails to our new mortgage company stating that we are in foreclosure and owe over $13, Stearns Lending created escrows on our account in and in claiming we did not have insuranceBoth times we had the insurance and presented proofIt took a considerable amount of time for them to realize we were correct and get rid of the escrowThey told us each time, that we needed to send them a letter stating that we wanted the escrow that was created in error, to be removedEach time this happened it extended the amount of time of the escrows existence and made us late on payments we were making due to the incorrect information they had on fileThey have also charged thousands in late fees that should not have been charged This situation also affected our credit adverselyMy wife's and my credit plummetedThey finally fixed the error and our credit went back up but never fully recoveredI have attached photo evidence to show what Stearns has done to our creditFrom my conversations with Richard at Freedom mortgage, the mortgage was never returned to the original amount as was discussed and written in a letter from Stearns after removing each of the escrows A lot of pain, suffering and financial burden has occurred from what Stearns Lending has done The emotional pain has been hugeWe have had arguments and talk of divorce, total dissension in our home We have not been able to do anything with our credit since this started in We wanted to get a home equity loan to add solar, and air conditioning and lower our paymentsWe could not As we are fighting the claims by Stearns on how much we owe, we are falling further and further behind One reason for this is Freedom Mortgage, the company Stearns sold our deed to, told us not to pay until this is resolved There have been two recent escrows created because of property taxes not being paid on timeThat was caused by the state of Hawaii and filing issues that we are also currently dealing with and paperwork has been filed Even with that we do not owe them nearly what they claim we do Stearns has a bad track record of doing things like this to their customersOn the Revdex.com website, they have Negative Reviews and zero good onesEvery single review that they have received has been negative! The best thing for Stearns to do is to remove all late charges, put us back as being current on our mortgage and the money they owe us carry the mortgage until it is depleted and send a letter to the three credit reporting agencies explaining that we were never late on our mortgage at all, that it was mistakes on their end and to have our credit rate restored

We are responding to the complaint filed against Stearns Lending by [redacted] with your agency regarding the late posting of his February mortgage paymentWe have reached out to LoanCare the current servicer of Mr [redacted] ’s loan to assist us with this responsePrior to receiving Mr [redacted] ’s February mortgage payment, a request was received to set up an escrow account In order to ensure the funds for the initial escrow deposit were applied correctly, a stop was placed on Mr [redacted] ’s account, so that funds would be manually applied to the account However, funds to establish the escrow account were never receivedOn February 5, 2016, the payment processing center received Mr [redacted] ’s mortgage payment in the amount of $1, Due to the stop on Mr [redacted] ’s loan, this payment was not automatically applied, resulting in a delay in the manual posting of the payment on February 19, and the assessment of a late fee on February 16, Mr [redacted] called regarding his payment on February 29, 2016, informing us that his check cashed on February 5, He was advised to send his request in writing Mr [redacted] called on March 2, regarding the late fee and was told by the representative that to waive the fee, it required a supervisor’s approval Mr [redacted] was told on March 4, that the waiver of the late was in progress The waiver of the late fee was approved and reversed from Mr [redacted] ’s loan on March 10, and this was communicated to him on March 11, There was no negative credit reportedWe apologize for any inconvenience Mr [redacted] may have experienced with regard to this matterTell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [- When we called Stearns in January, we were told that we were marked us at Tax Exempt and that as soon as that issue was resolved(acknowledging that we were not Tax Exempt), our Tax would be paid off by Stearns- At multiple times, the Customer Service Associates told us that they escalated the issue and that the check would be over-nighted to the countyClearly this was misinformation.- We have been advocating ourselves since we first contacted Stearns in January and our issue still not resolved due to extremely poor customer service and a breach of their fiduciary responsibilities - Stearns does not mention how they are able to say that the Bill was a Supplemental Tax bill.- We requested some documentation which may help resolve this issueThe ticket number is [redacted] We never received any information.] Regards, [redacted]

On August 31, 2015, the borrower logged on to our servicing department’s website and adjusted their auto draft featureNo payment was received in SeptemberA billing statement advising of the delinquency was mailed out on September 16, 2015, and a delinquent notice was sent on September 17, Our servicing department attempted to contact the borrower several times by telephone between September 15th, and October 13, but received no response On October 14, 2015, the borrower called our servicing department and stated she just discovered she was delinquent, and that she attempted to make a change to auto-draft in AugustShe acknowledged seeing the disclaimer regarding making changes days prior to payment, but further stated she assumed that auto-draft would continue for that month and the changes would take effect the next monthShe also indicated that she does not keep watch on account to see if payment drafts The borrowers have requested a correction of the credit reportingHowever, credit was reported accurately and the borrowers were advised of delinquency prior to the negative credit being reported to the bureaus

I have conducted a review of the borrower’s loan servicing file, together with the borrower’s concerns outlined in his letter to the Revdex.comI verified that a check in the amount of $17,was received from AllState Insurance Company for wind damage sustained to the borrower’s property The attached letter was issued by LoanCare, Stearns’ subservicer, outlining the documentation needed in order for LoanCare to issue the insurance proceedsAfter the appropriate documentation is submitted, the first disbursement of 1/of the total proceeds is released to begin repairs, along with the directive that the second draw (another 1/3) would be issued upon 50% completion of the repairs, with the final 1/being released at 100% completion At the time of this response, the first disbursement of $5,has been issued to the borrower by LoanCare The crux of the borrower’s complaint stems from this schedule of disbursement of equal one-third payments following the initial one-third disbursement These partial, periodic payments, or “progress payments” are a typical method of disbursement regarding homeowners’ claims on properties secured by a home mortgageDisbursement of funds in a series of progress payments due to property damage is also referenced in section five of the borrower’s mortgage (attached)Distribution in thirds is also a typical progress payment interval, although unfortunately many homeowners may not know of this until property damage necessitates filing a claim Part of the reason behind the periodic distribution by a loan servicing company is that the servicer has an obligation to protect the investor’s security interest in the property, and ensure the repair work is actually being completed with the funds disbursed to the homeownerHowever, this is tempered by the fact many contractors are familiar with this concept of progress payments and understand some monies are withheld during the reconstruction process and until completion, and such can be negotiated between the homeowner and the contractor Hopefully this will help explain the claim processClearly, suffering property damage along with the subsequent rebuilding process is difficult, as is any loss, but hopefully the borrower will be able to work within these confines once the repairs begin and his shop properly restored to its prior condition

We are responding to the complaint filed against Stearns Lending by [redacted] (“Borrower”) with your agency with regard to her property taxes The borrower is requesting a complete review of her escrow account and a reduction of the monthly escrow payment We have reached out to LoanCare, the sub-servicer of the borrower’s loan, to assist us with this response LoanCare began servicing the borrower’s loan on June 9, When the loan was initially boarded, LoanCare showed just one tax line for Collin County for a total tax in the amount of $9, The loan should have been boarded with two tax lines On December 15, 2015, the second tax line for Denton County was added The taxes for both counties should have totaled $9,307.56; however, LoanCare showed Denton County as $3,and kept the total for Collin County as $9, LoanCare’s vendor, Corelogic, incorrectly reported the taxes for Denton County as $5,on December17, and they paid the incorrect parcel LoanCare completed an analysis of the loan on March 30, 2016, showing taxes in the amount of $14, Due to the projected amount for taxes, the monthly payment increased from $2,to $3,effective May 1, A refund was received from Denton County in the amount of $2,on April 15, The funds sent to Denton County for the incorrect parcel on December 17, were reapplied to the correct parcel and Denton County refunded the overage LoanCare has since corrected the tax lines to show the correct amounts due for taxes for a total tax of $9, On May 10, 2016, LoanCare completed a new loan analysis The new payment effective June 1, is $2,and an overage in the amount of $5,was sent to the borrower on May 10, and the borrower was advised of the same We apologize for any inconvenience the borrower may have experienced due to the series of errors that occurred with her taxes