Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A certificate of occupancy (CO) was issued on 9 Sept., i called the following week. A representative said the CO was received but nothing had happened. She stated she would take action. Interest rates bottomed out mid September and i had not heard from stockton for several weeks. I called and there was apparent issues and spoke with a supervisor Supervisor told me all was ok and not to worry. He told me the rate lock would be a lower interest rate and it was being finished up… and my first payment would move from 1 DEC to 1 NOV. On 31 OCT, still no contact… 3 voice mails and two emails were sent to the local supervisor called me and said my first payment was moved to 1 Dec and the loan modification would be finished immediately. A week later no info and i left a voice mail and ended up getting a call from the head of customer loyalty . He was flabbergasted and said i was in no danger of getting screwed on the interest rate because of their failure Quote “we will eat it on the margins to make this right” The Chief Operation officer (COO)called the next day and told me the interest rate was 7.5… which i told her was unsatisfactory because of their error delayed the conversion. She called back and said the interest was now 7.25. The interest rate bottomed out in mid Sept at 6.13. She would only align the interest rate to 1 OCT. The failure to properly process this conversion will cost me tens of thousands of dollars over the loan term and they refuse to fix this. To quote the COO, thats all they would do. let me reiterate… all actions on this loan were initiated by me. Their actions didn’t meet Stockton Mortgage standards because the local supervisor had to move my payment date up, only to move it back when they couldn’t execute the conversion… The Chief Operations Officer had to get involved to send me the conversion after another senior manager intervened. They obviously do not care they have gouged me using indifference and lack of action.

  

  Business response

  11/25/2024

  Stockton Mortgage Corporation's Chief Operating Officer has reached out to *** *********** directly and we believe this has been resolved.  Modification documents have been sent to *** *********** and we are waiting for those to be returned.

  Customer response

  12/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***********

  Customer response

  12/02/2024

  
  i reject the companies response on the following reasons: (1) when the Chief Operating Officer provided me with the final mortgage rate of 7.5, i immediately refused which resulted in the action of lowering the interest rate to 7.25%.  i then explained that if Stockton had performed thier due diligence, the rate should be between 6.5 and 6.7.  She refused to go lower.  This “bargaining” was done 7 weeks after the construction loan was expected to be converted to a standard mortgage.   (2) I have not spoken to my loan officer in 7 months and she refuses to contact me and i would like an explanation on why this occurred (3) the Mobile Al regional office manager AND the head of customer retention and satisfaction both told me they would make this right and NEITHER has contacted me with what action they took to make it right (4) their (fix) will cost me 20-25k over the life of the loan (5) i fedex’ed all documents back to stockton on 22 NOV and have received no call or correspondence (6) i STILL cant make a payment on line because their system says i don't have a loan with them. i do not understand how a company can be so unbelievable obtuse to their failure to do the job i paid them to do.  they are abusive and have no accountability i want the interest rate set to a mid September rate as it should have been when converting from a construction to standard mortgage and i would like somebody in this company to explain to me why this happened 

  

  Business response

  12/16/2024

  Stockton's Chief Production Officer, **** *******, has reached out to the consumer and has come to an agreement on a solution for the issue.  We believe that the customer is now satisfied and will be refinancing with Stockton.

  Customer response

  12/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The resolution requires actions to be performed in the future to offset the issues that originated the complaint. 
  
  Sincerely,
  
  ****** ***********

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• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we signed closing October 2023. it is a HUD 203k loan. the house still is'nt finished. no one will give me answers at this time. ***** ****** will not return my call or email.the draws goes through one site.she wont return their calls. I wanted to terminate the contractors,***** encourage me to keep them and stated she would hate to terminate cause it would take longer..and the Stockton Mortgage in Pikeville,Ky got involved again and asked me to keep contractors. Stockton has given the contractors draws before work has been complete. let the HUD Consultant do picture inspections and not in person. Was paying HUD consultant for travel when he didn.t. I refused to sign papers to release the travel expense.I have made payments for 12 months now and cant live in my house. Our insurance has been canceled and we have been paying extra in escrow and have made payments on time. there has been several times it has went over 30 days and contractors haven't been there. I have to be out of the house i'm in December 1, 2024.. I can't pay rent and a mortgage payment of $1650.10. There is so many complaints on here against Stockton Mortgage. something needs to be done and not accept their excuses.

  

  Business response

  11/26/2024

   The issue with this process has been lack of completion by the builder.  Stockton Mortgage Corporation is working with *** ******* to refinance her loan.  We believe the issue with the builder has been resolved.

  Customer response

  11/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:   nothing was resolved with the contractors.. stockton asked me to get new estimates.. they let money  draws happen with picture inspections from hud consultant.. i told them the hud consultant wasnt coming to the property and they allowed it to go on. now after all sheet rock is up there still needs to be a plumbing inspection and eletrical inspection..a guy  certified eletrician signed off on it witthout inspection
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a pre approval letter from Stockton on 5/26/24 for a home we were interested in. I made sure to request the pre approval for the amount we were offering and submitted the letter with our offer to the seller. I supplied the lender with all the documents needed to acquire a pre approval and not just a pre qualification. When speaking to the lender he was made aware of a ***** account that was established to be used for the down payment of the new home. He requested I pay a couple things off and I did. No where along the process was anything hidden from the lender or not disclosed. The week of our expected closing 7/8/24 the lender calls at 5 pm to say he lost our approval. He apologized and said he never would have expected he would lose it, he worked all week to try and recover it and he couldn’t. He wasn’t able to explain why we lost it either, I reached out to other lenders which also declined the loan amount and explained the deal never should have reached the point it did. Not only had we already paid for the property inspection ($550), but also the Appraisal. The appraiser chosen by the lender was unprofessional, he delayed the report by first stating the property was complicated. I then later learned that it was delayed because he had to fire his assistant for drug related issues and she deleted the last 10 appraisals he completed, one of which being ours. l emailed the lender 7/22/24 to request that our appraisal fee of $500 be reimbursed to us seeing as we had to withdraw from the contract because we could not recieve approval for the loan amount and from advice given after later reviewal of the deal should have not of been lead to believe we could close on the property and the appraisal experience. The email has since been ignored without any reply. Very unethical way to do business. I would like the appraisal fee returned at the very least but if I need to push the issue I will be requesting the full amount lost through legal avenues.

  

  Business response

  08/02/2024

  Stockton Mortgage reached out to the customer and was able to resolve the issue to the customer's satisfaction. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We closed on our house with Stockton June 29, 2023. During the closing, the property taxes were pulled from the sellers check and placed into our Escrow account to be paid in October. Stockton NEVER paid the taxes and now our home and remaining property that belongs to the sellers is delinquent and up for auction 03/18/2024. We have currently been in contact with Stockton for roughly 5 weeks to get this resolved and have been told a different story/excuse every time we called. ***** *********** has done nothing but give us the runaround. Every time we’ve called the dates of disbursement change or they switch back to not knowing why the issue occurred. Claimed he never spoke to my wife after being very rude to her when she was trying to get an update. Tried to speak to ******* manager, ******, but he never would answer and never responded to our calls. When we tell them about our property going to auction they say that our property selling at auction isn’t as big of a deal as it sounds. Are you kidding me???? If they did their job to begin with we wouldn’t be in this situation. It’s absurd. I would not recommend this company to our worst enemy.

  

  Business response

  03/09/2024

  Stockton Mortgage Corporation strives to provide the best service to our customers.  We regret any inconvenience this matter has caused.  Stockton has paid the taxes including any fees while we investigate further.  After we complete our investigation we will provide an explanation to the customer.  If you wish to discuss further, please contact Stockton Mortgage Corporation.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is awful. They have made a heloc turn into a 4 month long event with weeks of no communication. I specifically want to call out Ian who would go weeks without contact and finally told me I just need to go somewhere else. I feel this company is very unprofessional and doesn't care about anyone else's time. I would highly suggest looking else where for any mortgage needs.

  

  Business response

  02/25/2024

  We have completed our review regarding the complaint.  The delays in this loan process were caused by Stockton not receiving the verification of employment for the co-borrower on the loan application.  The appraisal came back on the property and it was significantly lower than the borrower expected.  Our call records show that our loan officers reached out to the client several times while waiting for the verification of employment and when the appraisal came in, there was not enough equity in the home to proceed with the loan.

  Stockton strives to provide each client with excellent service.  In *** ******** case, we were not able to make a loan due to circumstances that were not in Stockton's control.  We feel that our loan officers reached out to *** ****** to keep him informed of the status of the loan application process and that we were waiting on the verification of employment for the co-borrower.   

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Stockton mortgage at the beginning of September to get a home loan. ***** ********* was the loan officer. He got me prequalified for a loan. We found a home and did all of the things he asked. We had some issuers with the inspection. The owner fixed those issues. Me ********* asked for my credit card number then he completely drained the card for the inspection. He knew my income disqualified me for the loan. After selling my home only after he assured me that the loan would close the end of the week two months later he told me that I was turned down for the loan. I went to another mortgage company and they told me he should have never pre qualified me for that loan. I have recordings and documentation such as emails. *** ********* breeched his fiduciary duty as a loan officer. This man nearly caused me and my children to be homeless.

  

  Business response

  06/02/2023

  Stockton Mortgage Corporation respectfully disagrees with the mortgage loan applicant’s description of the situation. The preapproval letter was issued based on the information the applicant provided to her loan originator at the time she first spoke with him. The applicant received a copy of the appraisal Stockton was required to obtain after the applicant signed an Intent to Proceed with the loan. A refund of the appraisal fee is not warranted.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We went to ******* ****'s for a mortgage loan because she was referred to us by our realtor. Everything was great to start out. We got pre-approved, we signed a contract to build a house, and we paid an extended lock fee of $2,000 to lock our rate in. Then ******* started saying she needed different documents from us. She needed paystubs every time I got paid and she tried to switch us to an FHA loan after we were preapproved for a conventional fixed loan. This was what made us start to get hesitant about the company we were using. ******* stated that it was because of Fannie Mae guidelines and because my paystubs didn't equal 40 hours consecutively. After this we decided to switch to a different mortgage lender because we didn't want to do an FHA loan after being preapproved for a different loan. Our new mortgage lender also uses Fannie Mae guidelines, but they have no issues with paystubs or consecutive hours. So if both companies use Fannie Mae guidelines, why was Stockton giving us so much pushback and trying to make us do an FHA loan? Why would my hours not being consecutive effect anything? My yearly income is 50K and my fiance's is 47K. Because my hours don't equal 40 hours should not effect anything if I'm still m****g enough money. I understand the extended lock is 'nonrefundable' but Stockton is extremely shady and practicing malicious business practices. Them trying to blame things on Fannie Mae guidelines is inaccurate since we got a loan at a different lender also using Fannie Mae guidelines.

  

  Business response

  09/20/2022

  Someone from our Executive Team has reached out to the customer to investigate the complaint.  We are waiting for the customer's response.

  Customer response

  09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  ***** ****** was absolutely no help. They basically scammed us & stole from us. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received a cancelation notice from our homeowners insurance because Stockton Mortgage hasn't paid our premium. We've NEVER missed a payment! Our insurance and taxes are supposed to be paid from escrow. This is UNACCEPTABLE!

  

  Business response

  09/22/2022

  Due to Privacy Laws, we are unable to discuss the details of any transaction.  Our records indicate that this issue was resolved and we have been in communication with the consumer.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a mortgage loan with Stockton ****gage. Sept 2021 I was given an option to do a covid modified loan. I completed, all documentation was notarized lower interest rate lower mortgage. In Nov 2021 my loan was transferred to a new servicer Service Mac. The previous servicer for Stockton was *********** ****. (both companies are under Stockton). The previous Servicer failed to send my documents to the new servicer. They didn't know how much or when I was suppose to start making payments. So I had to send them the documents just so they could accepts payments from me. They told me that the payments I make will go into an acct and when they receive the documents from old servicer they would apply payments to my loan. However my credit is showing that I have missed payments, but I have indeed been paying on time. Months have now passed *** they never received my documents. They finally told me on 3/28/2022 that the old servicer lost my loan and they had to create me a knew modified loan agreement. The ****gage is higher than the other modified loan i was approved for by previous servicer. I asked why did it go up if everything is still the same, I was told by ******* **** that it was because of my missed payments and interest that was applied. I said I haven't missed payments he said he understands that but because those payments weren't going toward my active loan that it caused interest to add on. That is not my fault and I should be penalized for the servicers failing to send over my new modified loan. So as of today I have not signed the new documentation for the new loan because this was not the original agreement. Who can help me with this? I have all documentation from old servicer and new servicer.

  

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/04/17) */ Stockton Mortgage contacted **** *****. Stockton has addressed the concerns raised and resolved all issues. A letter was sent to **** ***** on 4/14/2022 describing how the concerns were addressed and resolved.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Don't believe what Stockton says....they will contact you, make a great offer then make you jump through hoops for months (5months) then tell you they can't honor the deal they made with you! And try to say it was your fault you didn't get the info they requested to them soon enough( I replied within a day with all requested info btw)

  

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/12) */ Due to privacy laws, we are unable to disclose details of the application submitted. Upon investigation, it was determined that on several occasions, Mr. ****** was asked to provide certain documents and failed to do so. Consumer Response /* (3000, 7, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) All of these documents that I was asked to provide were done on the same day or the next day. The longest it took me to provide anything was a week due to having to wait for communication with a third party ( child support agency) for information at did not have at my fingertips. Surely a week did not stop this from going through. My Stockton agent changed in the middle of this process and I found out he was no longer employed by the company. Either he was not passing on the info in a timely manner or his clients got neglected due to him no longer working there. I was sent closing documents at the end of February to sign, which I did, after that it was nearly impossible to get a response from Stockton. I tried to stay in touch throughout this as much as possible to se if there was any other info need. I have to think it was the agent not being employed that made this take so long or that Stockton knew rates were going to go up and didn't want to honor there signed offer and stalled the process and tried to tell me the offer ran out and it was my fault.

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