Consumer complaint received 2015-09-22
Company: Stearns Ventures, LLC
State: CO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have a loan that was sold to Steans Lending, and have been making my payments online without any issue. They had been keeping my bank account in their system allowing me to go online every month and make payments and recently removed my bank account forcing me to type it in each month. For the XXXX payment I typed in my bank account number ( you have to do it twice ) and then Stearns came back a week after the payment date and said it was the wrong account number ( missing the last digit ) and charged me a {$20.00} fee ( plus wanted to charge extra since it was not in the first 4 days of the month ). I am also complaining that they charge a fee if you make a payment online if it is not in the first 4 days of the month yet do not for a mailed check even though it is cheaper for them to take online payments. The mortgage I signed said nothing about a company being allowed to charge a fee as long as the mortgage is paid on the due date plus 15 days. They also did not send an email to show the last XXXX digits like they had in the past. Their system removed XXXX digit that I had entered so they could charge me additional fees. I called to complain and spoke to XXXX ( ID # XXXX ) and he refused to remove the fees.I complained about my bank account not being in the system every month and he said it was removed because their system is not secure ( pull the recorded call ). I asked to speak to a manager and he refused to transfer me. When I asked who Stearns was regulated by he hung up on me. I called back and was told I could not speak to a manager and that someone would call me back. I have yet to speak to a manager and in fact have called again and they have blackballed me so that I must wait XXXX mins before I can even speak to someone. 
Here is what I would like done. First, force them to refund the fee. They can not prove what was entered and are purposely and maliciously trying to extract extra penalty fees. Second, force them to sell my mortgage to a company I agree to, if they can actually prove they own the mortgage, which I truly doubt. If not release the lien as requested later. ( I 've already been a victim of identity theft once and since their system is not secure I should not be forced to be in contact with them. ) Third, force them to after providing me with a full history of my account information make them remove all of my personal information. Fourth, make them provide the original loan documents. I did not process my loan with them and I do not believe that they have original documents and are thus not authorized to collect on my loan, in which case my loan should be terminated and the mortgage should be removed from my credit, and the lien removed from the property. Fifth, they should be fined XXXX of dollars since they have people 's financial information and do not have it secured. This is a rouge company and if they are not shut down ( since you have been given fair warning ) then other people 's lives will be impacted. As a protection agency you are there to protect the public interest. Sixth, provide me a lifetime of credit monitoring since they probably have already lost my financial information due to their unsecure system. 
Thank you for your help.. 
May you have a wonderful and blessed week.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation