Consumer complaint received 2018-03-20
Company: Stearns Ventures, LLC
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I write to inform you of the unacceptable level of customer service that I have received from Sterns Customer Care, the XXXX XXXX XXXX and XXXX XXXX XXXX in my attempt to obtain a partial lien release. My wife XXXX and I have a VA loan through Sterns for our house at XXXX XXXX XXXX XXXX in XXXX, VA. Adjacent to the house is a vacant lot ( XXXX  XXXX ) that we subdivided and placed on the market to sell. We found a buyer and had an original closing date of XX/XX/XXXX. On or about XX/XX/XXXX the closing agent contacted Sterns to obtain a lien release amount to complete the settlement paperwork and get to closing. The closing agent informed the Customer Service Representative that closing was scheduled for XX/XX/XXXX and the request needed to be expedited. The Representative first informed the closing agent that these types of requests take 60 to 90 days to complete. The closing agent asked it to be expedited and the Customer Care agent notated that the request needed to be expedited and that someone would get back to the closing agent. Between XX/XX/XXXX and XX/XX/XXXX the closing agent and I made several unsuccessful attempts to obtain the status of the partial lien release request. I had even asked if there was another number I could call to track it down and the Customer Care Agent explained to me that they forward the request to the XXXX XXXX XXXX who did not have the ability to receive any incoming calls from customers. Due to Sterns lack of communication and non-responsiveness the partial lien release process could not be completed before XX/XX/XXXX. In order to preserve the sale, we rescheduled the closing date again for XX/XX/XXXX. We did not close on XX/XX/XXXX. 

The lack of communication and due diligence on the part of the XXXX XXXX XXXX/ XXXX XXXX XXXX continued through XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX almost two months after my initial partial lien release request and after the XX/XX/XXXX second proposed closing date, I received a letter from the XXXX XXXX XXXX that outlined the necessary items for the partial lien release. As the letter instructed I sent in the necessary documents and ordered an appraisal for a fee of {$800.00} on XX/XX/XXXX. On XX/XX/XXXX. I received an email from XXXX XXXX, the XXXX XXXX XXXX loan administrator informing me that XXXX XXXX was having a difficult time locating an appraiser who could complete the work. I did not receive the appraisal until XX/XX/XXXX, well over a month after I ordered it. Once XXXX XXXX received the appraisal she forwarded it and my other documents to the VA for review and approval. 

On XX/XX/XXXX XXXX XXXX contacted me and informed me that VA would not accept the appraisal because it did not meet VA requirements for the partial lien release. She further informed me that a replacement appraisal would cost {$520.00}. I informed her that I would not be paying the additional fee on top of the {$800.00} I already paid for the substandard appraisal. I also informed XXXX XXXX that as a VA loan servicer it is the XXXX XXXX XXXX and XXXX XXXX XXXXs responsibility to hire an appraiser who specializes in VA loans. After my push back she that I would not be charged for the new appraisal. After this occurred I once again complained that this process was unnecessarily too long and asked XXXX XXXX for the name and phone number of her supervisor so I could relay my frustration with the overall quality of service received. XXXX XXXX did not provide her supervisors contact information. As of XX/XX/XXXX the appraisal still has not been completed, and neither has the partial lien release. 

XXXX XXXX XXXX XXXX and its XXXX XXXX XXXX/XXXX XXXX incompetence prevented us from selling and closing on our land. As a result, I request that my partial lien release request be expedited and resolved immediately with no additional costs to us. Sterns put us in risk of the first buyers suing us for breach of contract. Additionally, we continue to have a high level of interest in the property and I do not want Sterns substandard customer service to adversely affect any future closing dates. I also ask that Sterns address the XXXX XXXX XXXX and XXXX XXXX XXXX lack of customer service and professionalism. It is apparent that XXXX XXXX XXXX does not know the first thing about VA lending or partial lien release processing requirements.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation