Consumer complaint received 2017-04-25
Company: Stearns Ventures, LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We were notified in  XXXX , that our mortgage was being transferred to Stearns/ XXXX . Soon after, we received our first bill statement for  XXXX .   We enrolled in the autopay function, but upon enrolling, we were told that autopay would not be set up in time for  XXXX , and we would have to send in a cheque. Payment coupons and instructions were sent along with mailing information.   Based on the amount of the paymen t ( {$2200.00} ), w e thought it best to send either a certified cheque, or money order to confirm that funds would be available to Stearns/ XXXX  at the time of cashing in the payment.   After consulting with our bank, they suggested that Money Orders were the cheapest, and easiest form of payment based on surcharges.   Money orders from  XXXX   XXXX  at this location could not be issued for any value more than {$500.00}. So, we paid for  4 money orders for {$500.00}, and a fifth money order for the balance of {$220.00}. I filled out all five  money orders with the necessary information and paperwork and sent them off to Stearns/ XXXX . We expected everything to be taken care of and we would be on  Autopay  come  XXXX .   I receive my upcoming  XXXX  statement on  XXXX   XXXX , and I notice that its for {$500.00} more than it should be. At the same time, I start receiving automated calls from Stearns/ XXXX  for me to call them back. Nobody directly called me ; just automated calls.   On  XXXX   XXXX , I called  XXXX  and once I submitted my account information, I was immediately forwarded to the Collections Department asking me how I was going to pay the {$500.00} I owed. I tried to explain to the person on the other line that this was a mistake and I clearly paid the full amount. After many questions such as was I sure that I sent all  5  money orders, did I use the correct address, did I reference the correct account number, etc, she still did not believe me. I told her that I had all of this information available and I could send it to her. She directed me to use e-mail to customer service portal, fill out a ticket and upload the information.   As a precaution, I called  XXXX   XXXX , and spent  20  minutes through their automated menus to get automated confirmation that the money orders were cashed on  XXXX   XXXX .  XXXX   XXXX  confirmed that all  5  were cashed on the same day, This was done the same day (  XXXX  ) and I received confirmation and given a reference number :  XXXX   XXXX  I received a reply on  XXXX   XXXX  stating that they only have receip t of 3 of the 4 money orders for {$500.00}, and therefore I mu st still owe the money. They were courteous enough to send me a copy of my payment history, but it did not reference any money order number, so I could not confirm which money orders will posted to our account, and which one was not. I replied back to the email stating asking for that information since it was going to cost {$15.00} a piece for  XXXX   XXXX  to provide proof of payment and there was an estimated response time of 30 days. We received no response.   We decided to spend the {$60.00} and get all  4  money orders traced. That request was sent out to  XXXX   XXXX  on  XXXX   XXXX .   We started receiving more calls and mailings from Stearns/Loancare asking for our payment and how it may affect our credit rating. On  XXXX   XXXX , we decided to take some of our personal emergency savings and made the outstanding payment to bring the account up to date. We spoke to a customer representative named  XXXX , and she submitted another request on getting a more detailed statement. We were asked to call back in a week to follow up.   We received proof of the money orders being cashed by Stearns/ XXXX , and promptly uploaded them through the service portal again. We requested confirmation of the error and requested Stearns/ XXXX  to make arrangements to refund the money owed to us for {$560.00}. We received confirmation of all of the information on the same day,  XXXX   XXXX .   We called back on  XXXX   XXXX , spoke to  XXXX . He told us that our ticket was with Cashiers department. He figured we were getting a refund, but could not determine the amount. He told us that this incident should be closed by  XXXX   XXXX , and we should receive a call or email from Stearns/ XXXX . We received neither.   We called back on  XXXX   XXXX  and spoke to  XXXX . She informed us that our ticket was still open. She promised me that she was taking this to her Supervisor immediately and we would get a call back today by  XXXX  EST. She assured me that she would call back and wanted to make sure that I would be available at that time. As of  XXXX   XXXX , still no call. Still no resolution.   We called back on  XXXX   XXXX , spoke to  XXXX , started explaining my issue and ticket number and promptly hung up on me. I called back again and spoke to  XXXX . She saw that the ticket was still open and there was no resoultion. I told her that I was disappointed in this whole situation and I told here that we felt we needed to get the CFPB involved in this issue so that it got some attention. She promised me she would forward my issue to her supervisor and they (  XXXX   )  would get back to me. As of  XXXX  on  XXXX   XXXX , still no call or email response.     I am hoping that CFPB can get some resolution. I 've sent all the information to Stearns/Loancare and paid money out of pocket to prove the accounting error was on their part. I would like to have acknowledgement of their error, and apology for the amount of calls, emails and letters that were sent to me regarding my mortgage falling behind, and finally financial compensation consisting of my {$500.00} overpayment, the {$60.00} to get all  4  money orders traced by  XXXX   XXXX  for a total of {$560.00} at the very least. I do n't want a credit statement, I would prefer a cheque be issued to us instead.     Thanking you in advance for your time.      XXXX  and  XXXX   XXXX

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