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: Payment process

Complaint:
This is a continuation from our original complaint filed on XX/XX/XXXX Complaint # XXXX. Due to the numerous issues regarding our mortgage account ( a missing payment, escrow account mismanagement/negligence, continuous late payments made for insurance by Stockton Mortgage , etc... ) They did not provide any documentation pertaining to all of the issues. So now we will be filling a complaint for each and every complaint. 

THis complaint pertains to the issue of payment processing as well misrepresentations by Stockton Mortgage in it's response to the initial complaint filed with this bureau. Specifically issues with their payment portal that began in XXXX. After XXXX we dd not receive any notifications as to invoices, payment, etc .... We logged into our account XX/XX/XXXX. Changed our mailing address and made the payment. I got was a screen confirmation of the payment being made, got the same thing when I changed the address. Logged in to portal in XXXX and got the same the screen confirmation for payment. on XX/XX/XXXX I received a certified letter at XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX FL from Stockton Mortgage statin my XXXX payment was not received. I immediately called them to find out what was going on? At that time they were notified the funds were removed fro our account tool a screen shot of it and provided it them. Ticket was opened after a few weeks, several emails and phone calls we sent in a replacement payment for the XXXX payment while the missing payment issue was being researched to avoid any derogatory reporting. The check had a restricted endorsement. It was mailed via certified to them with a letter which clearly informed them of the restricted endorsement. That endorsement was specific to XX/XX/XXXX installment payment the acceptance of the check clearly stated any and all derogatory reporting was to be removed. after over a month of getting nowhere we filed our complaint with this bureau. Once we did that we got immediate response. I was asked to provide the representative assigned, XXXX XXXX everything that was provided to this bureau through their system. Their system did not accept the packet. After numerous attempts it was finally faxed to her. after receiving continual phone calls during working hours we had to send a cease and desist letter and all communication had to be done via written form. Thank goodness that was done after reviewing her XX/XX/XXXX letter we found she took statements out of context and made multiple misrepresentations. XXXX of those misrepresentation was that the certified letter that I picked up at XXXXXXXX XXXX XXXX XXXX XXXX, XXXX FL XXXX ( which is a XXXX Store ) was signed for at XXXX XXXX XXXX XXXXXXXX XXXX, XXXX FL XXXX on XX/XX/XXXX, XXXX. 

Given we were not instate at the time the certified letter was delivered and that the address they claim it was delivered to has no-one on property to sign for packages we know that was in a accurate statement. We made several requests for them to provide the receipt for signature tracking number along with a copy of the signature. As of todays date and after several requests they have provided nothing. We did the leg work and made a request of the postmaster. Her email is among the documents being submitted. She concluded based on speaking with the mail carrier the document was the document was delivered to XXXX XXXX XXXX, XXXX FL XXXX. Then there is the another statement pertaining to mailing address that she took completely out of context " You also confirmed that you had been receiving correspondence about your mortgage account '' No I did not. 

The mailing address was change on XX/XX/XXXX. When I contacted Stockton Mortgage in XXXX about the missing payment they were notified about this issue and they had a problem with their portal. They were updating the address. I logged into there system on XX/XX/XXXX and noticed they still hadn't done it so I changed it AGAIN to XXXXXXXX XXXX XXXX XXXX XXXX XXXX FL XXXX. On XX/XX/XXXX a day after the complaint being filed, during my initial conversation with XXXX XXXX she told me the mailing address was the property address ( again the system changed it back to the property address ) - so she went in and did it. 

A few days later a neighbor who splits there time between this location ( XXXX XXXX XXXX, XXXX Fl XXXX ) and a home out of state opened their mail box they found multiple letters from Stockton Mortgage in their box. Letters that were suppose to be delivered to us. I notified Stockton mortgage letters dated as late as XX/XX/XXXX ( 3 months after I changed it to XXXXXXXX XXXX XXXX  XXXX XXXX, XXXX FL XXXX on their portal, and weeks after XX/XX/XXXX when they were notified the of the address issue and portal issue, and 5 days after I personally again changed the address to XXXXXXXX XXXX XXXX XXXX XXXXXXXX, XXXX FL XXXX ). Because I told XXXX XXXX those letters were delivered to the another units address on property she calls that confirming the mailing address??? 

The confirmation that Yes we did change the mailing address on there portal on XX/XX/XXXX was the delivery of the XX/XX/XXXX letter of Stockton 's Mortgage certified letter XXXX XXXX XXXX XXXX  XXXX, XXXX FL XXXX - XXXX Store. It has been confirmed by the actual mail carrier to the post master, and Stockton Mortgage 's refusal to provide the signature card tracking number/receipt ( which is complete different tracking number than the one on the letter ). Their own XX/XX/XXXX letter confirms there are/were issues with their portal. Since XXXX other representative changed the address to XXXX XXXX XXXX and yet had to be changed again by XXXX XXXX on XX/XX/XXXX because the system kept defaulting back to the property address. 

Then there is the whole missing payment thing again an issue with their portal at the time. I have proved screen shot and copy of the bank statement. Yet no explanation let alone any documentation provided by them as to how that happened - Just a statement they see where we logged in and nothing was wrong with their portal - nothing to substantiate a thing they say. 

Given they have a proclivity to misrepresent the verbal word as well as respect the fact numerous reparative calls during working hours is not acceptable all communications must done in written form. The issue of the missing payment as well as the address change issue is clearly an issue on their end and has nothing to do with us.

Company response to consumer: Closed with explanation