Consumer complaint received 2016-12-06
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Stearns Ventures, LLC (SC)

I have been issued a FEMA insurance claim check for flood damage during hurricane XXXX. The claim was processed by XXXX who made the claim check for structural damage and for a refrigerator loss out to me and my mortgage servicer Stearns Lending. Stearns had me turn over the signed insurance claim check to a third party loss claim company. This company is sometimes called XXXX, sometimes XXXX XXXX XXXX, and sometimes XXXX. All have the same address as XXXX XXXX XXXX XXXX, SC XXXX ( XXXX ). They direct all inquires to XXXX. 

My mortgage is owned by XXXX XXXX and serviced by Stearns Lending. 

XXXX has done nothing but delay payment on the loan. They refuse to send any written documentation. The only available documentation is on their website. The documentation there does not conform to the requirements in the " Single Family Seller/Servicer Guide '' provided by XXXX XXXX ( Section 8202.11 ). 
XXXX will not provide any documentation on what paperwork may be missing. Their customer service representatives simply list what is on the website. They will not list what documents they have or need. 
XXXX has also refused to make payment lot me for money I have already paid to contractors. In fact they do not have any documentation on their website listing where payment receipts, paid invoices, or cashed checks can be uploaded. I was not informed of any of these options until my 5th call to customer service and finally getting an 'expedited ' representative XXXX XXXX . She was the first to inquire about paid contractors. 
XXXX has not, to my knowledge, deposited my insurance check in a Federally insured interest bearing account as required by XXXX XXXX regulations. 
XXXX has refused 2 telephone requests and one written request for disbursement of the funds for my refrigerator. This is specifically required under the XXXX XXXX policy listed above. 
XXXX does not provide any feedback on uploaded items for at least 3 days. They do not contact the customer when an item is rejected, they simply wait and delay the claim. 
XXXX takes up to 5 additional days to access the uploaded documents. If a check is issued, then it will be delayed an additional 5 day to process the check, which is then sent back to the service center where it is again delayed before mailing. 
XXXX 's website documentation lists the initial disbursement at {$20000.00} which is half of the required {$40000.00} required by XXXX XXXX. 
I have been told 6 separate times that a check is being processed via telephone calls. Each time I call to follow up, there is some reason the the check could not be processed. Then a promise of a new check being processed ( with an addition 5 day delay ). 
XXXX 's website has updated to show that I should have a check processed 4 days after XX/XX/XXXX. No check was processed. The website also showed I was to be issued a second check 6 days after XX/XX/XXXX. No check was processed. 
Currently, XXXX claims they are reviewing issuing a check for XXXX ( the full amount of my insurance check ). It is unclear if any action is being taken on this check, although I have been told it was requested on XX/XX/XXXX. The customer service representative said that they would not know if the request was granted for an additional 5 days.