Consumer complaint received 2016-08-30
Company: STONEGATE MORTGAGE CORPORATION
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We closed on our home on XX/XX/2016- our mortgage was soon Then sold to stonegate. We have the XXXX rehab loan- we were told work must be started within 30 days of closing. Our floors ( which was XXXX of our estimates included in the rehab ) were completed on XXXX/XXXX/2016. I was contacted for the first time by stonegate on XXXX/XXXX/2016 by XXXX XXXX stonegate renovate escrow administrator. At that time I sent the flooring bill, asked if a XXXX else was needed and did not get a response until XX/XX/XXXX " revising the property address '' on the generated email. On XXXX/XXXX/2016 I was told by XXXX that she would order the needed inspection so the floors would be paid for. On XXXX I emailed the completed XXXX and lien waiver to stonegate. After a week of not hearing anything I reached again out to XXXX on XXXX who was on a vacation. I was then contacted by her supervisor XXXX. Who told me to contact the appraisal company. I did not have their number nor was I provided with it. I finally obtained through my realator. Despite asking XXXX for such. The appraiser came on XX/XX/XXXX and inspected the floors so payment could be processed. I again heard nothing from stonegate and reached out via email XX/XX/2106- the response I received from XXXX was simply " please address issue metentioned by inspection- no further details given. 
When I looked at the inspection report- issues such as needing a new furnace, replacing windows were listed. At closing I was forced to pay {$200.00} X XXXX as we XXXX seperate contractors. Yes! Those things need to be addressed- work did not yet start on them and I had been told as each " project '' was completed the inspector would come hence why I had to pay {$1000.00} for inspections. I clearly would not have been contacted by anyone at stonegate. On XX/XX/XXXX XXXX phoned as she lost the XXXX and lien waiver I had sent on XX/XX/XXXX ( which I have record of. ) she stated in her email the two party check would be sent on XX/XX/XXXX. Mind you the flooring company completed there work almost 59 days ago at this point and are calling me seeking payment several times a week. 
I heard nothing from XXXX come XX/XX/XXXX and so I reached out to her. She now stated the check would be mailed XX/XX/XXXX. I asked what occurred for the delay and still to this wring have received no response from Coi. I contacted their consumer email- citing my issues, the sheer lack of communication and they simply forwarded to XXXX 's supervisor who was already not helpful, cold and frankly rude. I expressed my frustration and she simply replied the check will be mailed XX/XX/XXXX. I relayed that being notified of such would have been greatly appreciated and she stated they have 48 hours to respond to someone. Some of my emails I do n't receive responses at all and let alone responses have come over the 48 hour mark- when they do they are short. They rarely address the questions I may have asked. Important information is not communicated and if information is I have to independently reach out. I am never contacted or informed of changes. Documents are lost. Inspections are scheduled in a timely manner. When speaking to anyone they are usually cold and dismissive.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with non-monetary relief