Consumer complaint received 2023-12-14
Company: STOCKTON MORTGAGE
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
This is a continuation from our original complaint filed XX/XX/XXXX Complaint # XXXX. Due to numerous issues regarding our mortgage account ( missing payment, escrow removal, escrow mismanagement/negligence - continuous late payments to insurance carriers by Stockton Mortgage ). We had to submit the insurance invoice and XXXX page 3 times ( 3 ways - mail, fax and email each time ) when they finally accept it they make a partial payment. In their XX/XX/XXXX response they don't even give the address and the numerous times of submittal but simply state " Regrettably, an error occurred with the identification of the policy type as we reviewed the policy as a homeowners policy ( H03 ) rather than the homeowners ( H06 ) policy, which resulted in your account not being updated in a timely manner. '' So they received the documents 9 times ; thats 3 dates submitted in three formats to insure it was received and no excuses can be given. So all 9 times they made the same error. I'm sorry I'm an insurance agent and it clearly states H06 - so is this an excuse, under staffed, blind. Numerous calls and months of requesting payments and they are ignored. Due to their utter and complete negligent handling I had to pay the premium a premium they were holding on the money on that I had paid them. 

Finally on XX/XX/XXXX I finally got an answer from them regarding as to the why? It had ZERO to with XXXX XXXX explanation in the XX/XX/XXXX letter as identifying the policy incorrectly. On that XX/XX/XXXX conversation I was informed they were holding the payment because they needed to verify the policy with insurance agent. I asked if they had contacted the agent- the representative looked at the notes and said No. That's when she was informed I was the insurance agent and she was correct - NOBODY had contacted me or my office about any issues let alone about verifying the policy. So we went ahead to take care of that matter. I asked her what do you need to verify. She replied verify Coverage " A ' limits and the amount for that coverage to verify she is looking at the correct policy. I did so Coverage limits pf {$420000.00} and the cost for Coverage A only was {$1700.00}. The entire sum due for the policy was {$3500.00} as invoiced. She stated she would be overnighting the sums to reimburse me. A stated in the previous complaint the overnighted sum was {$1700.00}. 

From that conversation XXXX XXXX in the XX/XX/XXXX correspondence states " On XX/XX/XXXX, when we spoke with you on a recorded line, we confirmed the amount due and needed to pay the policy was {$1700.00}. '' Our calls are recorded as well, XXXX XXXX took the comment out of context and misrepresented the comment. 

We called we emailed and we got nothing. It wasn't until we filed the initial complaint did Stockton Mortgage review the file and found they made some serious errors. The issued the remaining sums on XX/XX/XXXX. They failed to explain why it is tin XXXX they failed to make timely payment and we had to contact them numerous times to take care of the matter. 

Bottom line they are unable to manage escrow funds that are earmarked for insurance. The apologize and in the same breath make misrepresentations in order to resolve and issue

Company response to consumer: Closed with explanation