{"took":258,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":28,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2945001","_score":17.40937,"_source":{"product":"Mortgage","complaint_what_happened":"In early XX/XX/2017, my husband and I were looking to refinance our current home mortgage with a new mortgage that allowed us to pay off some debt, and improve our overall monthly payments. \n\nWe found Colten Mortgage at that time and began working with XXXX. Our mortgage for the most part wen smooth, and was not a horrible  experience. \n\nThat quickly changed out of the blue 6 months later. On XX/XX/XXXX a gentlemen from Colten contacted us stating that there was an error in our paperwork from our XX/XX/XXXX refi that was discovered during a HUD Audit that required them to refi our loan again. After a very lengthily call, and me questioning the validity of this request he continued to state that we did not have a choice in the matter and our only choice was to allow them to refi our home. However, for our \" troubles '' they were going to do the following : 1. Lower our interest rate from 4.5 to 4.25 because of this our mortgage would go down. \n2. They would cover all expenses of this refi and there would be NO out of pocket on our parts. \n3. This would be a quick and easy process, and made it sound like this was informal. \n4. We would receive a small compenstation The reason we were given for the audit was because HUD said our credit report showed that we missed XX/XX/XXXX payment. During the initial Refi, we provided Colten with information from our previous lender who had moved our XX/XX/XXXX payment to the end of the loan. I had been laid off in XX/XX/XXXX and our previous lender agreed to this move of this payment. \n\nAfter looking at our credit report ( all 3 of them ) our credit reports show that we have never missed a payment .... So again, this \" Mandatory Audit '' seemed weird, and the story was not lining up. \n\nWhen I contacted Colten they stated that what they can see for their credit report shows that we missed a payment. I did reach out to the credit agency and they confirmed that what I see on my credit is what lenders would see. \n\nNext, we received a request from Colten to write a statement on our \" Credit Report '' as to why we missed a XX/XX/XXXX mortgage payment, and a XX/XX/XXXX car payment. Our response to both of these line items was, how could we have missed a XX/XX/XXXX, or better yet a XX/XX/XXXX payment when these loans were paid off in XX/XX/XXXX. WE never heard another word about this again. \n\nFast forward a few days, and now we are to do another appraisal, I guess the one from XX/XX/XXXX was too old to use. We had the appraisal done and it came back with a Loan to Value of 81 %. \n\nLast week, on XX/XX/XXXX we received the \" final paperwork '' as the CD was going to the title company. In this final paperwork it had the following : 1. Mortgage Insurance for the life of the loan - Our original loan did not have Mortgage insurance for the life of the loan, and all the paperwork till now has always had the mortgage insurance for 11 years, which we were explained that because we have more then 90 % loan to value but less than 78 % we have to pay mortgage insurance for 11 years. \n\n2. We are required to bring cash to closing - Again, from the beginning we were told this would not happen. \n\n3. Our payment increased, it did not decrease as we were promised. \n\n4. We have roughly {$4200.00} in fees we are required to pay for the refinance : Refi Amount - {$320000.00} ( original loan balance was {$320000.00} ) Current Payoff - {$320000.00} Initial Escrow ( Insurance 2 months, taxes for XXXX ) {$890.00} Leaves - {$3300.00} in payments and lender fees. Remember we were not to have any charges because of this \" clerical error ''. \n\nOn Friday when Colten refused to fix their errors and still wanted us to agree to all of this, I started contacting HUD to see if they can really do this, and I sent the following email to Colten, again trying to resolve this issue : \" I just spoke to Hud national at XXXX, they have not heard of a Hud Audit that requires a refi .... But referred me to my local Hud Office and Counselor, which was XXXX with XXXX County. I also spoke with XXXX at Colorado Housing XXXX, both of these contacts were provided to me by federal level of HUD. After speaking with both these representatives, they have both confirmed that they have never heard of anything like this ( HUD Requiring a Refi and forcing a  refi following an audit ) ... So, they have asked that you provide me with the Hud Contact who is pushing for this refi so that they can also reach out and understand the why. \n\nAdditionally, they have advised me to file a complaint with CFPB. They have all stated that should a clerical error have occurred, we should have been able to just resign the form that was in error not a complete refi. Additionally, if a refi was done, A, we should not have any out of pocket expenses B we should not have lifetime PMI with our loan to value being at 81 % and the form online that you want us to sign still says these things. \n\nSo, can you please provide me with this contact of the Hud person who is pushing for this refinance. '' Colten refused to provide me with this information. And as of XXXX on Monday, XX/XX/XXXX they have still not changed any of their paperwork and still expect us to sign the forced refinance today at XXXX. \n\nAfter trying to discuss these issues with Colten, they have refused to make things right. And today, XX/XX/XXXX we are required to sign refi documents that will cost us over {$4000.00} plus our time and energy including missed work and pay to make ourselves available for this forced refi. \n\nThis I believe is fraudulent business practices. My family and I are out thousands of dollars in both the equity that we have paid off in the past 6 months is now gone, our payments have increased and over the years will impact us by thousands of dollars, the lifetime mortgage insurance which is illegal will amount to hundreds of thousands of dollars, and the this has taken away from our lives, and the unpaid time off I have had to take for home appraisals, paperwork, etc. \n\nThis company should be investigated. I am extremely frightened at what their next game will be and the fact they will continue to make us refinance every few months. They are making good money by making us refinance and all the extra money they get out of the loan. \n\nPlease help me so that this does not happen to someone else in the future.","date_sent_to_company":"2018-06-25T15:30:44.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"805XX","tags":null,"has_narrative":true,"complaint_id":"2945001","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Colten Mortgage, LLC","date_received":"2018-06-25T13:59:58.000Z","state":"CO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["After looking at our <em>credit</em> <em>report</em> ( all 3 of them ) our <em>credit</em> <em>reports</em> <em>show</em> that we have never <em>missed</em> a payment .... So again, this \" Mandatory <em>Audit</em> '' seemed weird, and the story was not lining up. \n\nWhen I contacted Colten they stated that what they can see for their <em>credit</em> <em>report</em> <em>shows</em> that we <em>missed</em> a payment. I did reach out to the <em>credit</em> agency and they confirmed that what I see on my <em>credit</em> is what lenders would see."]},"sort":[17.40937,"2945001"]},{"_index":"complaint-public-v1","_id":"5010484","_score":14.65635,"_source":{"product":"Mortgage","complaint_what_happened":"I need to start with some background before jumping into the problem for you to get the magnitude of this issue. My mortgage was sold to a different bank from MB financial to Fifth Third Bank approx 3 years ago. During those three years, I filed for bankruptcy due do my health issues and credit debt and have been intensely working with my attorney and trustee to not miss a single payment and stay on track. I have since XX/XX/XXXX with confirmation numbers of each transaction for each mortgage payment. Also working my XXXX off to do so with everything that's going on in the world. Since I'm near the end of my XXXX XXXX, I saw I've completely paid Fifth Third Bank my past dues that they settled a certain amount approx XXXX in court XXXX. I received an escrow surplus statement saying I have a surplus in my account of {$2400.00} and I should receive in about a week, IF my payments are up to date. Excitedly I called to make sure everything was Kosher with my account. Come to find out, nothing was kosher about it. They said I was in forbearance which was not to anyone elses knowledge because I havent paid any payments. I indeed did pay but XXXX cents less. I let them know my handicapped situation and apologized for my error. They decided to audit my account to apply payments and see what I owed become on other months I paid XXXX $ more. I know now that was wrong and I now pay to the very penny the statement says my mortgage payment should be. {$920.00} and some change. The audit took two months because they haven't applied my bankruptcy payments or my regular mortgage payments. After the two months, XXXX reports back that its done and I'm two months of no payment. I said OK can you tell me which two months are showing up as unpaid and he said he could not that he could only tell me it was done and that someone would be in touch with me. This is when I started documenting everything to my bankruptcy attorney who can not get a reply from their attorney. They have been withholding my escrow surplus check in a phantom account and will not provide me any information about it. In XX/XX/XXXX they sent me a statement that had so many errors it wouldn't be possible to be like a thousands of dollars in payment and a negative bankruptcy balance. XX/XX/XXXX i received an \" escrow surplus check '' of {$540.00} which was 1/4 of the original payment. I call to dispute this as well. They said there was an open case and that my account had hundreds of notes. Im concerned this is messing with my bankruptcy and my XXXX XXXX and XXXX  and XXXX  has dramatically increased which means more flare ups and doctors for me. I've been completely defeated by this company. They then told me that the XXXX was my escrow check because the did a re-analysis not to my knowledge and can not provide me documents on that as well. They said they took the other money to pay the \" shortage '' they couldn't prove to me and allow me to check my documents and confirmation numbers. They never wanted them once actually. They have yet to show any physical paper or email document of what they did. My account has countless \" unapplied '' credits from my trustee and they won't apply them until they create the full payment which is bogus because he can send diff dollar amounts each month depending on how the money flows with the trustee. I'm ready to take further action for the unnecessary distress this has had on me, my psyche and well being. My finances are in shambles right now and no one can provide any documentation of my account. i have not a clue of where my money is or how it is handled. I have over 30 phone calls some over an hour long. I also have countless messages of trying to get this situated since XX/XX/XXXX. They have actually mocked me and dismissed me virtually and on the phone and I do not want this to impact my life anymore. \nPlease Help. \nXXXX XXXX XXXX XXXX","date_sent_to_company":"2021-12-15T11:31:36.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"14624","tags":null,"has_narrative":true,"complaint_id":"5010484","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2021-12-15T11:10:39.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The <em>audit</em> took two months <em>because</em> they haven't applied my bankruptcy payments or my regular mortgage payments. After the two months, XXXX <em>reports</em> back that its done and I'm two months of no payment. I <em>said</em> OK can you tell me which two months are showing up as unpaid and he <em>said</em> he could not that he could only tell me it was done and that someone would be in touch with me. This is when I started documenting everything to my bankruptcy attorney who can not get a reply from their attorney."]},"sort":[14.65635,"5010484"]},{"_index":"complaint-public-v1","_id":"3639812","_score":13.814527,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"On XX/XX/XXXX, I opened an account for an installment loan with Check n ' Go. The loan was for the amount of {$4000.00}. To repay this loan, I agreed to make bi-weekly payments of {$260.00}. The first three payments were made in person at the store by debit card. Afterwards, automatic payments were submitted on my behalf. \n\nDuring the week of XX/XX/XXXX, I received a call from the store manager. She informed me that an audit was conducted and that I need to come by the store to review my application. I informed the manager that I was traveling for work and vacation and I wasn't sure when I could make it in. She insisted that I come by as soon as possible and I told her that I would try. By the end of the week, several calls were made to my phone telling me to come by the store. I asked the store manager to stop calling, in regard to the application review, and as I stated before I would come by when I could. \n\nThe following week my automatic payment for XX/XX/XXXX was not completed. The store manager called me and said my payment was returned for non-sufficient funds. She told me that I needed to make a debit card payment in the store. I told her this can not be true since funds are in my account. I asked if I could pay over the phone or by another method and I was told no. I was told that I could not use any of Check n ' Go 's payment methods except for in store payment. THIS WAS CLEARLY A TACTIC TO FORCE ME INTO THE STORE. I was on XXXX vacation at the time and couldn't make it to the store until XX/XX/XXXX. \n\nAfter arriving at the store, the manager opened a folder with my loan application and said an audit was done and that I need to sign my initials next to changes that were made. I reviewed my loan application and someone made several changes to my application as if they were me. My pay date was changed, someone switched salary to hourly, and my actual wages amount had a question mark. The store manager told me that legally I'm the only one who could make changes to this part of the form since I signed it already. She asked that I initial by the changes. I asked the manager why someone would make these changes without my consent if they know its illegal. She said it's not illegal if I initial by the changes. \n\nI told her that the changes were incorrect and I would not initial them. She insisted the changes were correct and I was not a salary employee. I showed her my earnings statement and asked what made her believe I wasn't a salary employee. She said she thought that because of my age she assumed I was hourly. I declined to help falsify my records. We now explored why my payment was returned. \n\nThe manager stated again that my payment was returned due to insufficient funds. I showed the manager my bank statement reflecting my balance on the transaction date. This proved that the insufficient funds excuse was not true. However, the store manager insisted this was true and showed me the returned transaction record. After reviewing her form, the actual reason for the failed payment was due to \" Account not found ''. The manager created a new excuse and said that I must have changed or closed my account. I opened my banking app on my phone and should her that the account was open and unchanged. As I reviewed the transaction record, I noticed that someone added several zeros to my account number. \n\nI informed the manager of the discrepancy with my account number and she insisted that I provided that number. I showed her on my loan application, that we just reviewed, I did not include the zero 's. I also reminded her that for months my payments went through without issue. \n\nNo good explanation was provided. It was clear at this point that my account info was changed on purpose. This was to cause my payment not to go through and force me into the store as the manager previously wanted. \n\nAs a result of these awful tactics, it has caused me huge financial harm. My daily balance increased from the forced missed payment creating additional interest that I now owe. I was charged return fees and late fees that were not removed. And due to being behind and owing several payments at once, I was forced into a hole that I can't seem to get out of. This problem is now negatively reporting to the credit bureaus and caused a drop of 20+ points to my credit score. \n\nI have contacted corporate several times and I have only received blanket emails stating they will look into the issue and forward my complaint to the district manager. To date, these issues have not been resolved. The negative financial impacts are growing by the day. Check n Go is a large business with several locations. This issue could potentially be happening to hundreds of other hard-working people who use their services. Please lend some assistance in this matter.","date_sent_to_company":"2020-05-11T18:20:14.000Z","issue":"Problem when making payments","sub_product":"Installment loan","zip_code":"92108","tags":null,"has_narrative":true,"complaint_id":"3639812","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CNG FINANCIAL CORPORATION","date_received":"2020-05-06T20:58:18.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My daily balance increased from the forced <em>missed</em> payment creating additional interest that I now owe. I was charged return fees and late fees that were not removed. And due to being behind and owing several payments at once, I was forced into a hole that I can't seem to get out of. This problem is now negatively <em>reporting</em> to the <em>credit</em> bureaus and caused a drop of 20+ points to my <em>credit</em> score."]},"sort":[13.814527,"3639812"]},{"_index":"complaint-public-v1","_id":"18521352","_score":13.510374,"_source":{"product":"Credit card","complaint_what_happened":"I booked and paid for a four-night stay at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX through XXXX  in XX/XX/year> using my credit card. \n\nOn the day of check-in, we briefly entered the room, dropped off our luggage, unpacked, and hung our clothing. We had a dinner reservation shortly after check-in, so we left quickly and did not perform a full walk-through of the room at that time. \n\nWhen we returned to the room around XXXXXXXX XXXX., we discovered that the toilet had not been cleaned and contained XXXX and toilet paper. This indicated the room had not been properly serviced prior to being assigned to us. I immediately called the front desk to report the issue. I was told the hotel would move us to another room the following morning and asked us to prepare for the room transfer. \n\nThe next morning, while getting ready, we pulled a towel from the bathroom cubby that should have been clean. The towel contained a large clump of hair and was visibly soiled. This further confirmed the room was not properly cleaned or inspected. \n\nBefore leaving the hotel for the day, we spoke with a manager named XXXX. At the start of the conversation, he appeared unaware of the complaint and stated we were upset because a housekeeper had been bothering us. I clarified that was incorrect, explained the sanitation issues again, and showed him a photo of the visibly soiled towel. XXXX stated the situation would be fully resolved by the time we returned later that day. \n\nI also reminded XXXX that the front desk manager I spoke with the night before instructed us to leave our luggage by the closet and keep our clothing hanging so everything could be transferred to the new room. XXXX confirmed this plan and said it would be handled. \n\nWhen we returned later that afternoon, we had a very limited window to change for dinner reservations followed by a Broadway show. The new room appeared clean and our luggage had been moved ; however, none of the clothing that had been hanging in the previous room had been transferred. \n\nI immediately contacted the front desk to report that our hanging clothes were missing. I was told it would be handled within approximately five minutes. After waiting about ten minutes with no update, I called again and explained that we had time-sensitive dinner reservations. I was again told it was being handled.\n\nAfter an additional delay ( approximately twenty more minutes ), I called a third time. Shortly thereafter, a staff member arrived carrying our clothes piled in his arms and placed them on the bed. The clothes were not transported on a garment rack or returned on hangers, despite prior assurances that hanging items would be moved properly. By this point we could not make our dinner reservation and we missed it. We did not eat until after our Broadway show, around XXXXXXXX XXXX \n\nWhen it became clear we would miss our reservation, I attempted to call XXXX, but the call went straight to voicemail. \n\nLater, I requested the General Managers contact information. The hotel refused to provide it and instead stated that an area manager would contact me the next morning and that I could email details of the incident. I sent an email describing the situation.\n\nThe following morning, the area manager called and stated that a lock audit showed no one entered the room after we checked in, and accused me of changing my story. I explained that the unsanitary conditions could have existed prior to our arrival and were discovered later due to our late return after dinner. I again requested the General Managers contact information and requested that the hotels position and investigation findings be provided in writing. Both requests were refused. \n\nI also opened a complaint with XXXX, the booking intermediary, and was advised they would address the issue with the hotel. XXXX failed to provide any follow-up, response, or resolution. \n\nAt checkout, the only adjustment made was waiving resort fees. No reimbursement was offered for the unsanitary room conditions, the mishandling of our belongings during the room move, the missed reservation, or the significant disruption and stress caused during the trip.\n\nI am disputing this charge and requesting reimbursement for two of the four nights paid as a reasonable and proportionate remedy given the unsanitary conditions, service failures during the room transfer, and the refusal to provide written documentation or meaningful resolution.","date_sent_to_company":"2026-01-07T03:46:35.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"92648","tags":null,"has_narrative":true,"complaint_id":"18521352","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2026-01-07T02:51:55.000Z","state":"CA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["XXXX confirmed this plan and <em>said</em> it would be handled. \n\nWhen we returned later that afternoon, we had a very limited window to change for dinner reservations followed by a Broadway <em>show</em>. The new room appeared clean and our luggage had been moved ; however, none of the clothing that had been hanging in the previous room had been transferred. \n\nI immediately contacted the front desk to <em>report</em> that our hanging clothes were missing. I was told it would be handled within approximately five minutes."],"product":["<em>Credit</em> card"],"sub_product":["General-purpose <em>credit</em> card or charge card"],"sub_issue":["<em>Credit</em> card company isn't resolving a dispute about a purchase on your statement"]},"sort":[13.510374,"18521352"]},{"_index":"complaint-public-v1","_id":"2820058","_score":11.344208,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX has changed their name 8 years ago, but still pull credit under the old name of XXXX XXXX XXXX XXXX XXXX. They also report to Equifax every 3-5 months instead of monthly. That also has them out of compliance. My Husband ( XXXX XXXX XXXX ) & I don't have the correct credit score because of the missing reporting of two accounts. When we complain they send in ONE update to XXXX 's report, but what about the months missed? What about my credit report? They have also NEVER updated my report. We want our points from those months missed for the last 3 years. How many other people are they doing this to? They don't have the required amount of LICENSED officers to handle loans, complaints, etc. They are constantly trying to cover up & reproduce documents during an audit. They are so many Reg E Violations being done. I personally know previous Officers & employees that have more information of violations. They are extremely rude & talk over you when you are talking. I also followed up in XX/XX/XXXX & was told they will get right on it, but they never did. They said they didn't check the previous employee 's emails. What kind of business decision is THAT? Why would you let 3 people go & have no one following up on emails?! \n\nI am missing a personal joint loan & auto loanon my credit report. We owe {$4800.00} on the personal loan. It was opened XX/XX/XXXX. I will post below what they show on my Husband 's report where the balance is incorrect. \n\n\n\nXXXX XXXX XXXX Last reported : XX/XX/XXXX - {$5100.00} Good Overview You've paid off 32 % of the original amount. \n\nBalance {$5100.00} Highest Balance {$7500.00} Monthly payment $ XXXXOpenedXX/XX/XXXX ( 1 yr, 10 mos ) Term48 months Payment History Youve made 100 % of payments for this account on time. \n\n\n\nXX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Current No Info Current Current Current Current Current No Info Current No Info XX/XX/XXXX No Info Current Current No Info Current Current Current Current No Info Last paymentXX/XX/XXXX Current Payment StatusCurrentWorst Payment StatusNo Info This account is NOT showing on my credit report. \n\nThe previous auto loan we had with them is also NOT showing on my report, but is on my Husband 's report. Please see below : XXXX XXXX XXXX Closed : XX/XX/XXXX {$0.00} Closed Overview You've paid off 100 % of the original amount. \n\nBalance {$0.00} Highest Balance {$7700.00} Monthly payment $ XXXXOpenedXX/XX/XXXX ( 1 yr, 10 mos ) Term36 months Payment History Youve made 100 % of payments for this account on time. \n\nXX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX No Info No Info No Info No Info Current No Info XX/XX/XXXX No Info Current Current No Info Current Current Current Current No Info Last paymentXX/XX/XXXXCurrent Payment StatusCurrentWorst Payment StatusNo Info Account Details Account statusClosedTypeAutoResponsibilityJointRemarks -- Times 30/60/90 days late0/0/0 Closed XX/XX/XXXX SEE AN ERROR? \n\nYou could dispute an error with Equifax. \nGO TO EQUIFAX Creditor Information XXXX XXXX XXXX","date_sent_to_company":"2018-02-20T17:49:56.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"28262","tags":null,"has_narrative":true,"complaint_id":"2820058","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2018-02-20T17:16:37.000Z","state":"NC","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["XXXX XXXX XXXX XXXX XXXX has changed their name 8 years ago, but still pull <em>credit</em> under the old name of XXXX XXXX XXXX XXXX XXXX. They also <em>report</em> to Equifax every 3-5 months instead of monthly. That also has them out of compliance. My Husband ( XXXX XXXX XXXX ) & I don't have the correct <em>credit</em> score <em>because</em> of the missing <em>reporting</em> of two accounts. When we complain they send in ONE update to XXXX 's <em>report</em>, but what about the months <em>missed</em>? What about my <em>credit</em> <em>report</em>?"],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"issue":["Problem with a <em>credit</em> reporting company's investigation into an existing problem"],"sub_product":["<em>Credit</em> reporting"],"sub_issue":["Their investigation did not fix an error on your <em>report</em>"]},"sort":[11.344208,"2820058"]},{"_index":"complaint-public-v1","_id":"6980547","_score":10.552512,"_source":{"product":"Mortgage","complaint_what_happened":"We bought our house on XXXX XXXX XXXX, with XXXX XXXX.  Unfortunately, our mortgage was sold to Freedom Mortgage right away.  We never made one payment to XXXX, we have always made the payments to Freedom Mortgage.  When our mortgage was sold, my husband and I read their 1.7 star reviews and knew that this was not a reputable company, but seemingly, we were stuck with them.  In hindsight, I wish we somehow fought for Freedom not to take over our mortgage because dealing with them has been an ABSOLUTE NIGHTMARE.  Our original mortgage payment was XXXX, including our escrow account for taxes, homeowners insurance, and our PMI.  Unfortunately, I cannot attach an original statement because their website only goes back 6 months and doesnt allow you to see any payment history prior to that.  In XXXX XXXX, we received our mortgage statement with a new payment of XXXX due in XXXX  (see attached of XXXX  statement.) On XXXX XXXX, we received a letter from them (attached) stating that they had previously sent us an escrow check in the amount of XXXX, as well as an escrow analysis.  In the letter it stated that if we didnt receive this, to call them and they would reissue the check.  I called them on XXXX XXXX XXXX, told them we never received that, and they told us they would issue another check to us and it would take 7-10 business days.  We never received that, so I called back on XXXX XXXX.  The woman I spoke with said whoever handled it previously never submitted it, and she would take care of that now and it would take another 7-10 business days.  \nOn XXXX XXXX, my husband called them since we still hadnt received this elusive escrow check.  The woman he spoke with told him that the escrow check was canceled because now our account was showing an escrow deficit, so not only would we not receive the check, but our mortgage payment was increasing to XXXX.  There was no prior communication of this and we would have never known if we hadnt called them.  We did receive an Escrow Account Disclosure Statement dated XXXX XXXX (attached) that explained this, but we didnt receive this until XXXX XXXX, over a month later.  When my husband got off the phone after 18 minutes, I called them back because I was not satisfied with the explanation given.  I was on the phone for 59 minutes talking with a woman who explained that when our taxes were analyzed, they werent analyzed for county taxes, only town taxes.  I went through our closing disclosure (attached) and explained that it states county and town taxes were included, and that there is a XXXX  estimate of XXXX for both the county and town tax (attached.) (When I called the tax office, our town and county taxes are paid together, as one fee.)  On our closing disclosure, it states that the town property taxes are XXXX a month and our county taxes are XXXX per month.  When I explained this on the phone, the woman said that something seems off with the account and she isnt sure what happened, so she was going to have it audited and put it in for review herself.  Again, we were told we would hear back in 7-10 business days.  \n\tOn XXXX XXXX XXXX, someone from Freedom Mortgage did call me (for the first and only time since this started) and I missed the call so I called back.  I spoke to a man who explained our escrow analysis was incorrect for XXXX  and thats why we were in a deficit.  He blamed this on XXXX, stating that this is what they received from XXXX  when they acquired the mortgage, but according to our closing disclosure, XXXX  did their job and estimated the taxes.  I have also attached the Initial Escrow Account Disclosure Statement from XXXX  for XXXX XXXX-XXXX XXXX.  On this sheet, it states that our payments to the escrow account would be XXXX a month, resulting in our original XXXX mortgage payment.  After that document, I have also included the portion of Freedom Mortgages Escrow Account Disclosure Statement that shows their projections for XXXX XXXX-XXXX XXXX, showing our escrow payment to be XXXX.  That is almost XXXX less in projected escrow payments.  Freedom Mortgage clearly analyzed our taxes incorrectly, tried to place the blame on another mortgage company, and then we had to pay for their mistake so our mortgage payment went up. \nIn that same call, the man I spoke with also told me that an XXXX payment had been applied to our account on XXXX XXXX, the same day I had previously called to discuss the escrow check, and that our payment of XXXX, not the new amount of XXXX was due in XXXX.  XXXX  payment had already been applied to our account, which was also reflected on their website.  I asked him to tell me which account that XXXX payment came from because neither my husband, nor myself had made that payment, he said he is not authorized to tell me which account it came from.  My husbands uncle knows our account information and has paid money towards our mortgage before, and we had assumed this was the case.  This was an incorrect assumption on our part that Freedom Mortgage would apply money to the correct account being that all of the account information had to be on the screen, including our loan number and names.  We received a letter (attached) on XXXX XXXX dated XXXX XXXX confirming the above payment.  It is our loan number, however, not our last 4 digits of our bank account, which I stated in that phone call.  \n\tOn XXXX XXXX, I called to ask why our mortgage payment was XXXX instead of the XXXX that I was told it would be on XXXX XXXX and why on their website it still says that we owe XXXX.  I was told because of our escrow deficit, but I explained that we were told on the phone of XXXX XXXX our XXXX  payment would be XXXX.  We then received two letters on XXXX XXXX dated XXXX XXXX and XXXX XXXX respectively (attached.) The first letter states they have been trying to contact us about our account.  I have not received more than one phone call from them, nor any voicemail.  The one I had received was the missed call that I previously stated. At this point, I had contact them so many times that if they needed to discuss anything about my account, they had many opportunities.  The second letter states that our account is 2 payments past due and to call them.  When I called them on XXXX XXXX to ask how this is possible, because we have never missed a mortgage payment, let alone been late on one, the woman told me the XXXX was rescinded and applied to the correct account.  I explained that I said it didnt come from our accounts when we were told about it.  She told me that it was a huge error on their part because in order to apply a payment to my account, all of my information, including our loan number, needs to be on the screen.  Again, I was told that she would look into it and we would hear back in 7-10 business days.  Our XXXX  payment was drafted from our account on XXXX XXXX XXXX, so at this point, we were only 30 days behind because of that XXXX payment. We then received a letter dated XXXX XXXX (AFTER I called the previous day) saying they have assigned us a single point of contact.  This has been of zero help because every time I do call, no one knows what the last person said.  I have to ask everyone to go back in the notes and listen to the recordings.  \n\tSince we had not heard back, yet again, my husband and I called on XXXX XXXX and were on the phone with them for 111 minutes.  We were first connected with a woman named XXXX, and we asked immediately to speak to a manager.  We explained the entire story to the manager and she said that she would apply the XXXX back to our account to take care of it. We told her not to do that, it wasnt our money, and it was just going to make more of a mess.  She finally understood that we were concerned because of their mistake, now we are considered late in our mortgage and it is going onto our credit report as a late payment of 30 days, plus we are being charged late fees on top of that.  She was able to get it off our credit report for XXXX  (attached) since it was their error, but then told us to just go ahead and make another mortgage payment to get us caught up.  I told her that since our XXXX  payment was already drafted, we didnt have the money to make another mortgage payment 6 days later.  She told me that there was nothing else she could do, so again, I asked for it to be escalated.  I was put in contact with someone named XXXX.  I explained the entire situation again, and XXXX  told me that she would try to get it deferred to the end of our mortgage since it was their error so we wouldnt be considered late on our credit and we wouldnt need to pay late fees.  Again, we were told we would hear back in 7-10 business days.\n\tOn XXXX XXXX, not having heard back from them again, I called and immediately asked it to be escalated.  I was put in touch with XXXX XXXX XXXX, who is apparently a supervisor for the loss mitigation department. She told me that since this was their mistake, she was going to try to bypass the regular application for deferred payments. XXXX  said she wanted to get in touch with XXXX  from my previous conversation to get all of the details correct. Again, I was told we would hear in 7-10 business days.\n\tOn XXXX XXXX, I yet again had to call them.  I asked to speak to XXXX  and gave her ID number.  She was in training that day, but I was told they put a message in the system for her to call me.  I was also told that our concern was in underwriting, but that I needed to respond by a certain date and since I hadnt, they had to submit it again.  I was told that if Im not notified that I have to respond, how would I ever know that and I was also told that someone would call me.  I was told again, I would hear in 7-10 business days.\n\tOn XXXX XXXX I called back and spoke to a man who again, put in a request for XXXX  to call me back.  He said he understood my frustration and hopefully they could get to the bottom of this.\n\tOn XXXX XXXX I called again.  I was told that I did receive a call on XXXX XXXX  I went through my phone logs and didnt see a missed call from them, nor did I have any voicemail from them.  I explained that now we are in the process of trying to finance our car since our lease is up and we cannot get financing because we have two payments on our credit report of 30 days late.  I said that this is completely ruining our credit and in turn, our livelihood.  Before this, we both had great credit.  He went through the notes and explained to me that in order for the payment to be deferred, it has to be more than 30 days late.  I was NEVER told this before.  In order for that to happen, he wanted us to stop our automatic payment due to come out XXXX XXXX XXXX  so that way it would be considered more than 30 days late and then it can be deferred.  We absolutely cannot do this.  Two 30 day late payments have already significantly damaged our credit, we cannot have it damaged even further.  \nWe need this resolved and taken off our credit report immediately.  It is harming our livelihood, and they have gotten away with this for too long.  Dealing with anyone at this company is a disgrace.  My husband wanted me to escalate this back in XXXX, but I kept telling him to let them make it right.  I should have listened to him because this is going on 6 months of no communication between the employees who work there, no communication between Freedom Mortgage and the customer, the employees do not seem to understand what they are doing, they all give you the runaround, they dont call you back, they dont communicate information, there are grave mistakes made.  There are no notes on their website, any letter we have received from them comes an untimely two-three weeks after its dated.  All of these conversations I have had with them are all well documented because they record every conversation.  It says at the beginning of the call and I asked them because I have asked them to go through the recorded calls.  They all seem to agree on one thing: that it was their error in the first place, but no one can do anything to help you.  We have been patient enough and have given them the benefit of the doubt, but now we are escalating this in every way we possibly can.\nThank you,\nXXXX XXXX","date_sent_to_company":"2023-05-15T15:27:46.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"28173","tags":null,"has_narrative":true,"complaint_id":"6980547","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2023-05-15T15:19:04.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["He <em>said</em> he understood my frustration and hopefully they could get to the bottom of this.\n\tOn XXXX XXXX I called again.  I was told that I did receive a call on XXXX XXXX  I went through my phone logs and didnt see a <em>missed</em> call from them, nor did I have any voicemail from them.  I explained that now we are in the process of trying to finance our car since our lease is up and we cannot get financing <em>because</em> we have two payments on our <em>credit</em> <em>report</em> of 30 days late."]},"sort":[10.552512,"6980547"]},{"_index":"complaint-public-v1","_id":"3121794","_score":8.88228,"_source":{"product":"Checking or savings account","complaint_what_happened":"My husband and I have been loyal chase customers for over 5 years with no issues at all until starting in mid XXXX I noticed there were alot of unauthorized transactions on my husband and Is account all online purchases, as well as my other two checking accounts ( again all from online purchases ) so I called chase to report the charges and explained they would investigate file reports ( they had to file 3 reports one for each account because they said they couldnt just combine them into one report. ) They asked me if i had ever done business with any of the merchants before and I said no not online. They asked if i had given any one my card number and allowed them to use my card online again i said no. They said okay thank you and closed out these debit cards and would send me new one and i should see a temporary credit on my account for these transactions while they investigated I said great thank you so much. So I got online and printed off all the transactions for my accounts for the last three months and started going thru them and matching them with my receipts. I noticed I had missed some transactions ( seriously there were so many transactions ) and so I called chase bank and explained and asked if i could get these added to the reports they stated no they couldnt do that they had to open 3 more fraud reports. I said ok went thru everything again and again they said I would see credit in the next 12 hours. Ok awesome, So the new cards arrive I activate them and over the next 24/48 hours I use them sparingly just things like gas groceries etc. again nothing online or over {$100.00}. Well I log back on to check my accounts and notice all our accounts were drained or negative. So i start looking at the accounts thinking maybe the credits hadn't hit or they were still processing etc. Nope there was more fraud this time on all 3 of my brand new debit cards. I was shocked I called chase again and asked if this was normal what was going on etc etc. I was told its normal around this time of year with the holdidays etc. So I started new reports but this time was told I not only had to open seperate ones for each account but now also for each vendor. So i said ok and they said the same thing ok theyd investigate close out my cards/ send me new ones and issue credits. This time ( when I received my new cards about a week later ) and after I had called and activated them I only put one of them in my wallet the other two I put in our safe. I checked our accounts and saw the credits and went thru and compared the credits to the fraudulent charges I had reported I noticed that over 10 of the transactions I reported as fraudulent chase had accidentally missed. So again I called and let them know and again even tho i had already reported them they had to start new reports etc. okay again no big deal. I had this 2nd set of new debit cards in hand and activated less than 48 hours and I log on to see if they had reported the rest of the transactions and low and behold more fraud. Even on the cards that were completely untouched and in my safe!!! On the other one I had made a total of two purchases with one for {$6.00} at the pharmacy for my XXXX XXXX daughter and the other one for {$25.00} on gas. I was completely dumbfounded. So I immediately called chase again this was XX/XX/XXXX at about XXXX-XXXX XXXX  and reported the charges and asked what I could do could I close the accounts and open new ones with new bank account numbers? I had already changed my password on my chase account. They said no they couldn't do that till all these reports had been investigated. I said okay and filed the new reports and just decided I wouldn't even activate them this time I would just go into chase and pull off cash and use that till all this gets worked out. They again said no problem they would then close the cards send new ones etc. I asked them what I could do and how this could be happening they just said they didn't know but fraud happens alot this time of year. I said okay thank you etc. At about XXXX that afternoon I went to log on to my chase account to check and make sure they got everything and it wouldnt let me log into my account it said to call chase for further info and help. So I call chase and they informed me that they had restricted and closing all my accounts due to a large number of fraud complaints. I told them that was them I only had 3 fraud reports they were the ones that turned each transaction into a seperate claim. I asked how I was going to get access to our money all of our money was in those accounts ( bills, my kids XXXX, everything I wan na say not even including the fraud there was at least {$2000.00} between the accounts plus my husbands paycheck was getting direct deposited friday and my daughters child support and social security XXXX. They said that I could go into a branch and pull off the funds but that the account was restricted and all deposits and transactions would be denied/ blocked and returned. They said the account would stay restricted for the next 10 business days while they finished investigating the claims and that when they were done they would close the accounts and the remaining balances would be sent to us by check 10 business days after that ( so probably by mid XXXX because of the holidays ) I said I would be going to the branch now and withdrawing the funds. I had to we needed that money we had rent due on the XX/XX/XXXX, electric, phones everything all due and I needed to get my kids stuff for XXXX still as we are a low income family my husband is a XXXX XXXX XXXX veteren, I am XXXX XXXX and we have XXXX XXXX XXXX XXXX XXXX  needs children. So we have to really save and budget. We have almost no spare income but all our bills are always on time. So i go into the branch and with my XXXX kids to withdraw the funds like they told me to. I get to the teller and she looks everything up and writes down my account balances the main account without the fraud money or credits was {$420.00} the 2nd account was around {$1200.00} and the third was about {$790.00} so total was just above {$2400.00} and again that was not counting the credits for the fraud charges. So I told her i needed to withdraw that. She went and got a manager and the manager came out to tell me that they could only withdraw these amounts they could not withdraw the credits I had been issued etc I said thats fine i just need this I have bills and XXXX to pay for. She said okay I need 2 forms of ID and just give me one moment and went to the back and was there a while before returning to the window with two other individuals and stated that these were branch managers and that they were very sorry but they could not withdraw the funds from the accounts because the accounts were restricted and all deposits, withdrawals, wire transers, direct deposits, automatic bill pays everything blocked and restricted until they were done investigating the fraud and after that they had 10 business days to make a decision and close the account after that itll be 10 business days before they issue and mail me a check for the remaining balances. I said I understand that but I just spoke to you guys on the phone and was told I was not allowed access to any of the funds credited while you investigated but that the balance that wasnt included, our hard earned money that we saved for bills etc was. They said were sorry theres nothing we can do. I asked if i could just have one of the account balances the lowest one or even part of it. We had no access to any of our money at all and I just needed something to use to feed my family, cover gas, diapers, and just basic necessities to survive. They said were sorry no. So I went home and tried to figure out what to do. By the time I got home it was after XXXX and there was nothing else i could do as they were closed. So the next morning first thing I called chase again to explain i went to the office and they refused to let me withdraw the money. She said oh well yeah thats their disgression. I said what can i do??? I need access to some of our money, I have bills my kids need food. She said well you can try a different branch and see what they say. I asked about the direct deposits that were supposed to hit soon ( my husbands paycheck on friday, child support for my daughter on saturday and my childs ssi benefits on the XX/XX/XXXX ) she said they will all get denied and sent back to the sender as well as any other autodraft bill payments checks etc. I said this is unreal this is our money. So i called a different branch explained the situation to see if i went there if they would let me withdraw the available funds. She took my info and looked it up and said yes absolutely. She said let me just verify with my back office and call you back. About 30 min later she called me back and said that they would not be able to give me access to the funds either as corporate had restricted all withdrawals of funds too. So I asked her if there was anything I could do she said no I just had to wait for them to mail me the check. \nI called corporate back and told them what this branch said and she said then theres nothing we can do youre just going to have to wait for the check. I said no this is not okay or right, we have been good loyal customers for over 5 years, we did nothing wrong i reported legitimate fraud on our account and because of that you made the decision to restrict and close our account without warning or any notice at all and hold all our income and restrict any and all access to it and leaving us with absolutely no money. I said my husband is a XXXX XXXX XXXX veteran for the XXXX XXXX, I am a XXXX XXXX stay at home mom and we have XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX children and youre doing this right before XXXX leaving us with no way to feed ourselves or provide the bare minimus necessities, no way to do anything for our children for XXXX  and holding all the money we had to pay our rent to keep a roof over our kids heads and utilites to keep our kids warm, car payment car insurance nothing and are telling me we wont have our money any of it till probably end of XXXX? She said sorry theres nothing we can do the account is restriced and closed and youll just have to wait for the check ... \n\nSo I hung up and called my mom and told her what was going on and she said thats not possible so I called chase back and conferenced her in and she heard everything and when i asked there reason for this decision they said it was theyre perogative to end our banking relationship due to too many fraud reports I said I said but there werent too many there were 3 back to back. Your claims department is the one that kept turning them into multiple report. she said sorry nothing we can do. I asked if there was anyway i could get access to any of the available money that was not part of the claim and she said no, I said we have direct deposits hitting and its too late to change it. She said they will get denied and sent back to the sender. So youll have to call them after. I said what about our bills that were already scheduled to come out the day you t the account the auto pay for our car insurance, phone bill and car payment. She said those were already denied. \nSo I hung up and called ssi and waited for 90+ minutes and explained the situations and requested to change the payment method. she said because of the holidays it was too late to fix the XX/XX/XXXX payment in time but she updated it for future payments. She said that chase would refuse the deposit and it would go back to them within 48 hours and as soon as it did they would issue and mail me a check and the latest i would have that would be the XX/XX/XXXX. I broke down I explained everything and said i have no way to pay our rent or bills or XXXX  for my kids nothing. She then asked me if the bank that was doing all this was chase bank. I said yes! she said they're horrible they do stuff like this to people all the time. she apologized profusely and I thanked her and hung up and called my husband to let him know. He said he changed his payment record but he doesnt know if its in time and if this paycheck would go on his new payroll card or chase but his employer issued him an emergency loan of {$100.00} to his card just so we could survive. I hung up and called child support and they said it would take 10 days to process so not in time to fix the payment scheduled for saturday but that they would also issue and mail a check when they got it back. \n\nSo I went home and did the application to open a new checking with a new financial institution. I got to the verification and none of the identity verification questions were anything having to do with any of my information and they said they couldnt verify my identity so they were denying my account, so I went to log onto my social security account and all of my log in info was changed. So i checked XXXX XXXX and that was changed too so I started researching, and started realizing my identity might have been stolen so I started googling what to do. ( I have never had anything like this happen we're low income and dont apply for credit or anything so I dont really monitor my credit report ) thats when they XXXX breach info and website came up and i clicked the link and entered in my info to see if I was one of the people affected during this breach and it turns out my husband and I both were. so i started putting freezes on my credit and fraud alerts. Then I get a knock and received a certified letter from the IRS stating I was delinquent on my XX/XX/XXXX taxes and owe {$1500.00} immediately. I had never gotten my XX/XX/XXXX taxes it was being audited and they were still researching it. I tried to call irs but the government is shut down so is the transcript website and identity theft reporting site. plus holidays so wasnt anything more i could do. XXXX  came and went still no access to our money or anything so I was waiting for the ssi check in the mail. Well on XX/XX/XXXX I  got a check in the mail from chase for {$1300.00} that stated it was for the remaing balance of my account ( s ) it didnt list which accounts or statement nothing but it was enough to cover rent and keep our lights on. I called when I got home to see what account it was for what it included etc. 3 different department managers couldnt tell me. they said they see the check was issued and mailed but nothing and that I had to just wait till everything was finalized and closed and then call and see if theyll be issuing more checks etc. \n\nI got notices from the place i financed my car through, XXXX and our cellphone internet and cable company stating the autodraft was declined and we needed to make immediate payments to avoid termination. \n\nOn XXXX second I received 11 claim update/ decision letters from chase stating that they had completed their investigations on those claims and determined they were charged and processed correctly so they were reversing the temporary credits to my account and would be removing the money on the XX/XX/XXXX. \n\nI also received an email from XXXX XXXX stating they could not file my taxes for this year as a return with mine, my husbands and childrens social security numbers and information had already been filed. I contacted XXXX XXXX and upon investigation all of our identities and everything from drivers liscences, social security numbers everything had been stolen so i researched and found out the tax fraud and false returns etc started back in XX/XX/XXXX and thats why IRS said i owed money. I pulled my credit reports and everything was changed and we had 72 inquiries and 15 fraudulent accounts opened on top of all of our personal info changed. I went to the police station and filed a report I explained everything and he said that this was why our bank account had all that fraud on it and how they got our debit card info and was able to charge everything when i hadnt even used the cards.. \n\nI got the police report number, an affidavit from the DMV plus whatever other documentation I could get right now including the fraud reports from the credit reporting agencies and called chase with the updates and requested to appeal their decisions based on the new information. It wasnt just fraud transactions my identity and all info had been stolen. \n\nShe said \" They didnt see any errors with the transaction or attempts to authorize a different amount so we We denied your claims because the transactions occurred within your geographical area, youve previously done business with the merchants, the card was in your possession and there were no bad PIN tries, and you monitored your account on chase.com during the time the fraudulent transactions were occurring, but didnt report them to us immediately. We mailed you a check for {$1300.00} Were sorry for any misunderstanding that may have occurred concerning how and when you would have access to the money in your account. We show this check paid on XX/XX/XXXX. The remaining money in your account ending in XXXX, which includes a direct deposit for {$770.00} that we received on XX/XX/XXXX will be held until your claims have been finalized. Your claim for the {$30.00} XXXX  transaction is still being researched and has a final resolution date of XX/XX/XXXX. Well inform you of our claim decision in writing once it has been finalized. The remaining money in your account ending in XXXX, which includes a direct deposit for {$770.00}, will be held until your claims have been finalized. If any money is owed to you, well mail you a check. '' I said \" You accepted the Direct deposit of my daughters federal social security XXXX payment of {$770.00} on XX/XX/XXXX even though you completely restricted our accounts on the XX/XX/XXXX and rejected all of our automatic bill payments and refused to let me withdraw any of the funds in our account???? Now youre telling me youre going to hold it along with the rest of our account balance till you finalize the dispute XX/XX/XXXX and will issue and send me a check for the remaining balance in 10 business days??? So you fraudulenty accepted and essentially stole my XXXX  daughters monthly federal ssi payment for XXXX and are not going to release it or give us access to it till end of XXXX early XXXX? '' She said well I dont know anything about that or why is was accepted etc. \nI said I want that resolved now or I will be filing a charges. Also I want to dispute the decisions made on my fraud claims they were absolutely not authorized and fraudulent they were a result of identity theft. I have never done any business with those online merchants ever! I dont ever shop online nor do I or have I ever spent that much money in single purchases. I notified you immediately when I realized the fraud I was not monitoring my account either. Theyre online not in my area. I am submitting the police report and all the documentation of the fraud including my information that was compromised in the credit reporting agency fraud. Including access to all my financial and personal accounts. Also saw 6-8 fraudulent inquiries for credit requests to you guys on my credit report that i want to dispute as well and know why i wasnt notified when my info was accessed and it was requested. \n\nThis was tuesday XX/XX/XXXX, I have not gotten any response to my appeal/ challenging of their decision nor have they released my daughters federal payment or even responded as to how and why they accepted the deposit 10 days after completely restricting my account refusing bills and holding my income.","date_sent_to_company":"2019-01-10T15:16:14.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"78154","tags":"Servicemember","has_narrative":true,"complaint_id":"3121794","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-01-10T11:48:03.000Z","state":"TX","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I checked our accounts and saw the <em>credits</em> and went thru and compared the <em>credits</em> to the fraudulent charges I had <em>reported</em> I noticed that over 10 of the transactions I <em>reported</em> as fraudulent chase had accidentally <em>missed</em>. So again I called and let them know and again even tho i had already <em>reported</em> them they had to start new <em>reports</em> etc. okay again no big deal."]},"sort":[8.88228,"3121794"]},{"_index":"complaint-public-v1","_id":"3121694","_score":8.88228,"_source":{"product":"Checking or savings account","complaint_what_happened":"My husband and I have been loyal chase customers for over 5 years with no issues at all until starting in mid XXXX I noticed there were alot of unauthorized transactions on my husband and Is account all online purchases, as well as my other two checking accounts ( again all from online purchases ) so I called chase to report the charges and explained they would investigate file reports ( they had to file 3 reports one for each account because they said they couldnt just combine them into one report. ) They asked me if i had ever done business with any of the merchants before and I said no not online. They asked if i had given any one my card number and allowed them to use my card online again i said no. They said okay thank you and closed out these debit cards and would send me new one and i should see a temporary credit on my account for these transactions while they investigated I said great thank you so much. So I got online and printed off all the transactions for my accounts for the last three months and started going thru them and matching them with my receipts. I noticed I had missed some transactions ( seriously there were so many transactions ) and so I called chase bank and explained and asked if i could get these added to the reports they stated no they couldnt do that they had to open 3 more fraud reports. I said ok went thru everything again and again they said I would see credit in the next 12 hours. Ok awesome, So the new cards arrive I activate them and over the next 24/48 hours I use them sparingly just things like gas groceries etc. again nothing online or over {$100.00}. Well I log back on to check my accounts and notice all our accounts were drained or negative. So i start looking at the accounts thinking maybe the credits hadn't hit or they were still processing etc. Nope there was more fraud this time on all 3 of my brand new debit cards. I was shocked I called chase again and asked if this was normal what was going on etc etc. I was told its normal around this time of year with the holdidays etc. So I started new reports but this time was told I not only had to open seperate ones for each account but now also for each vendor. So i said ok and they said the same thing ok theyd investigate close out my cards/ send me new ones and issue credits. This time ( when I received my new cards about a week later ) and after I had called and activated them I only put one of them in my wallet the other two I put in our safe. I checked our accounts and saw the credits and went thru and compared the credits to the fraudulent charges I had reported I noticed that over 10 of the transactions I reported as fraudulent chase had accidentally missed. So again I called and let them know and again even tho i had already reported them they had to start new reports etc. okay again no big deal. I had this 2nd set of new debit cards in hand and activated less than 48 hours and I log on to see if they had reported the rest of the transactions and low and behold more fraud. Even on the cards that were completely untouched and in my safe!!! On the other one I had made a total of two purchases with one for {$6.00} at the pharmacy for my special needs daughter and the other one for {$25.00} on gas. I was completely dumbfounded. So I immediately called chase again this was XX/XX/XXXX at about XXXX XXXX and reported the charges and asked what I could do could I close the accounts and open new ones with new bank account numbers? I had already changed my password on my chase account. They said no they couldn't do that till all these reports had been investigated. I said okay and filed the new reports and just decided I wouldn't even activate them this time I would just go into chase and pull off cash and use that till all this gets worked out. They again said no problem they would then close the cards send new ones etc. I asked them what I could do and how this could be happening they just said they didn't know but fraud happens alot this time of year. I said okay thank you etc. At about XXXX that afternoon I went to log on to my chase account to check and make sure they got everything and it wouldnt let me log into my account it said to call chase for further info and help. So I call chase and they informed me that they had restricted and closing all my accounts due to a large number of fraud complaints. I told them that was them I only had 3 fraud reports they were the ones that turned each transaction into a seperate claim. I asked how I was going to get access to our money all of our money was in those accounts ( bills, my kids XXXX, everything I wan na say not even including the fraud there was at least {$2000.00} between the accounts plus my husbands paycheck was getting direct deposited friday and my daughters child support and social security XXXX. They said that I could go into a branch and pull off the funds but that the account was restricted and all deposits and transactions would be denied/ blocked and returned. They said the account would stay restricted for the next 10 business days while they finished investigating the claims and that when they were done they would close the accounts and the remaining balances would be sent to us by check 10 business days after that ( so probably by mid XXXX because of the holidays ) I said I would be going to the branch now and withdrawing the funds. I had to we needed that money we had rent due on the XXXX, electric, phones everything all due and I needed to get my kids stuff for XXXX still as we are a low income family my husband is a XXXX XXXX XXXX XXXX, I am XXXX XXXX  and we have XXXX XXXX XXXX XXXX XXXX XXXX children. So we have to really save and budget. We have almost no spare income but all our bills are always on time. So i go into the branch and with my XXXX kids to withdraw the funds like they told me to. I get to the teller and she looks everything up and writes down my account balances the main account without the fraud money or credits was {$420.00} the 2nd account was around {$1200.00} and the third was about {$790.00} so total was just above {$2400.00} and again that was not counting the credits for the fraud charges. So I told her i needed to withdraw that. She went and got a manager and the manager came out to tell me that they could only withdraw these amounts they could not withdraw the credits I had been issued etc I said thats fine i just need this I have bills and XXXX to pay for. She said okay I need 2 forms of ID and just give me one moment and went to the back and was there a while before returning to the window with two other individuals and stated that these were branch managers and that they were very sorry but they could not withdraw the funds from the accounts because the accounts were restricted and all deposits, withdrawals, wire transers, direct deposits, automatic bill pays everything blocked and restricted until they were done investigating the fraud and after that they had 10 business days to make a decision and close the account after that itll be 10 business days before they issue and mail me a check for the remaining balances. I said I understand that but I just spoke to you guys on the phone and was told I was not allowed access to any of the funds credited while you investigated but that the balance that wasnt included, our hard earned money that we saved for bills etc was. They said were sorry theres nothing we can do. I asked if i could just have one of the account balances the lowest one or even part of it. We had no access to any of our money at all and I just needed something to use to feed my family, cover gas, diapers, and just basic necessities to survive. They said were sorry no. So I went home and tried to figure out what to do. By the time I got home it was after XXXX and there was nothing else i could do as they were closed. So the next morning first thing I called chase again to explain i went to the office and they refused to let me withdraw the money. She said oh well yeah thats their disgression. I said what can i do??? I need access to some of our money, I have bills my kids need food. She said well you can try a different branch and see what they say. I asked about the direct deposits that were supposed to hit soon ( my husbands paycheck on friday, child support for my daughter on saturday and my childs ssi benefits on the XXXX ) she said they will all get denied and sent back to the sender as well as any other autodraft bill payments checks etc. I said this is unreal this is our money. So i called a different branch explained the situation to see if i went there if they would let me withdraw the available funds. She took my info and looked it up and said yes absolutely. She said let me just verify with my back office and call you back. About 30 min later she called me back and said that they would not be able to give me access to the funds either as corporate had restricted all withdrawals of funds too. So I asked her if there was anything I could do she said no I just had to wait for them to mail me the check. \nI called corporate back and told them what this branch said and she said then theres nothing we can do youre just going to have to wait for the check. I said no this is not okay or right, we have been good loyal customers for over 5 years, we did nothing wrong i reported legitimate fraud on our account and because of that you made the decision to restrict and close our account without warning or any notice at all and hold all our income and restrict any and all access to it and leaving us with absolutely no money. I said my husband is a XXXX  time war veteran for the XXXX XXXX, I am a XXXX XXXX stay at home mom and we have XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX children and youre doing this right before christmas leaving us with no way to feed ourselves or provide the bare minimus necessities, no way to do anything for our children for XXXX and holding all the money we had to pay our rent to keep a roof over our kids heads and utilites to keep our kids warm, car payment car insurance nothing and are telling me we wont have our money any of it till probably end of XXXX? She said sorry theres nothing we can do the account is restriced and closed and youll just have to wait for the check ... \n\nSo I hung up and called my mom and told her what was going on and she said thats not possible so I called chase back and conferenced her in and she heard everything and when i asked there reason for this decision they said it was theyre perogative to end our banking relationship due to too many fraud reports I said I said but there werent too many there were 3 back to back. Your claims department is the one that kept turning them into multiple report. she said sorry nothing we can do. I asked if there was anyway i could get access to any of the available money that was not part of the claim and she said no, I said we have direct deposits hitting and its too late to change it. She said they will get denied and sent back to the sender. So youll have to call them after. I said what about our bills that were already scheduled to come out the day you t the account the auto pay for our car insurance, phone bill and car payment. She said those were already denied. \nSo I hung up and called ssi and waited for 90+ minutes and explained the situations and requested to change the payment method. she said because of the holidays it was too late to fix the XX/XX/XXXX payment in time but she updated it for future payments. She said that chase would refuse the deposit and it would go back to them within 48 hours  and as soon as it did they would issue and mail me a check and the latest i would have that would be the XXXX. I broke down I explained everything and said i have no way to pay our rent or bills or XXXX for my kids nothing. She then asked me if the bank that was doing all this was chase bank. I said yes! she said they're horrible they do stuff like this to people all the time. she apologized profusely and I thanked her and hung up and called my husband to let him know. He said he changed his payment record but he doesnt know if its in time and if this paycheck would go on his new payroll card or chase but his employer issued him an emergency loan of {$100.00} to his card just so we could survive. I hung up and called child support and they said it would take 10 days to process so not in time to fix the payment scheduled for saturday but that they would also issue and mail a check when they got it back. \n\nSo I went home and did the application to open a new checking with a new financial institution. I got to the verification and none of the identity verification questions were anything having to do with any of my information and they said they couldnt verify my identity so they were denying my account, so I went to log onto my social security account and all of my log in info was changed. So i checked XXXX XXXX and that was changed too so I started researching, and started realizing my identity might have been stolen so I started XXXX  what to do. ( I have never had anything like this happen we're low income and dont apply for credit or anything so I dont really monitor my credit report ) thats when they XXXX  breach info and website came up and i clicked the link and entered in my info to see if I was one of the people affected during this breach and it turns out my husband and I both were. so i started putting freezes on my credit and fraud alerts. Then I get a knock and received a certified letter from the IRS stating I was delinquent on my XXXX taxes and owe {$1500.00} immediately. I had never gotten my XXXX taxes it was being audited and they were still researching it. I tried to call irs but  the government is shut down so is the transcript website and identity theft reporting site. plus holidays so wasnt anything more i could do. XXXX came and went still no access to our money or anything so I was waiting for the ssi check in the mail. Well on  XXXX XXXX I got a check in the mail from chase for {$1300.00} that stated it was for the remaing balance of my account ( s ) it didnt list which accounts or statement nothing but it was enough to cover rent and keep our lights on. I called when I got home to see what account it was for what it included etc. 3 different department managers couldnt tell me. they said they see the check was issued and mailed but nothing and that I had to just wait till everything was finalized and closed and then call and see if theyll be issuing more checks etc. \n\nI got notices from the place i financed my car through, XXXX and our cellphone internet and cable company stating the autodraft was declined and we needed to make immediate payments to avoid termination. \n\nOn XXXX second I received 11 claim update/ decision letters from chase stating that they had completed their investigations on those claims and determined they were charged and processed correctly so they were reversing the temporary credits to my account and would be removing the money on the XXXX. \n\nI also received an email from XXXX XXXX stating they could not file my taxes for this year as a return with mine, my husbands and childrens social security numbers and information had already been filed. I contacted XXXX XXXX and upon investigation all of our identities and everything from drivers liscences, social security numbers everything had been stolen so i researched and found out the tax fraud and false returns etc started back in XXXX and thats why IRS said i owed money. I pulled my credit reports and everything was changed and we had 72 inquiries and 15 fraudulent accounts opened on top of all of our personal info changed. I went to the police station and filed a report I explained everything and he said that this was why our bank account had all that fraud on it and how they got our debit card info and was able to charge everything when i hadnt even used the cards.. \n\nI got the police report number, an affidavit from the DMV plus whatever other documentation I could get right now including the fraud reports from the credit reporting agencies and called chase with the updates and requested to appeal their decisions based on the new information. It wasnt just fraud transactions my identity and all info had been stolen. \n\nShe said \" They didnt see any errors with the transaction or attempts to authorize a different amount so we We denied your claims because the transactions occurred within your geographical area, youve previously done business with the merchants, the card was in your possession and there were no bad PIN tries, and you monitored your account on chase.com during the time the fraudulent transactions were occurring, but didnt report them to us immediately. We mailed you a check for {$1300.00} Were sorry for any misunderstanding that may have occurred concerning how and when you would have access to the money in your account. We show this check paid on XX/XX/XXXX. The remaining money in your account ending in XXXX, which includes a direct deposit for {$770.00} that we received on XX/XX/XXXX will be held until your claims have been finalized. Your claim for the {$30.00} XXXX transaction is still being researched and has a final resolution date of XX/XX/XXXX. Well inform you of our claim decision in writing once it has been finalized. The remaining money in your account ending in XXXX, which includes a direct deposit for {$770.00}, will be held until your claims have been finalized. If any money is owed to you, well mail you a check. '' I said \" You accepted the Direct deposit of my daughters federal social security XXXX payment of {$770.00} on XX/XX/XXXX even though you completely restricted our accounts on the XXXX and rejected all of our automatic bill payments and refused to let me withdraw any of the funds in our account???? Now youre telling me youre going to hold it along with the rest of our account balance till you finalize the dispute XXXX XXXX and will issue and send me a check for the remaining balance in 10 business days??? So you fraudulenty accepted and essentially stole my XXXX daughters monthly federal ssi payment for XXXX and are not going to release it or give us access to it till end of XXXX early XXXX? '' She said well I dont know anything about that or why is was accepted etc. \nI said I want that resolved now or I will be filing a charges. Also I want to dispute the decisions made on my fraud claims they were absolutely not authorized and fraudulent they were a result of identity theft. I have never done any business with those online merchants ever! I dont ever shop online nor do I or have I ever spent that much money in single purchases. I notified you immediately when I realized the fraud I was not monitoring my account either. Theyre online not in my area. I am submitting the police report and all the documentation of the fraud including my information that was compromised in the credit reporting agency fraud. Including access to all my financial and personal accounts. Also saw 6-8 fraudulent inquiries for credit requests to you guys on my credit report that i want to dispute as well and know why i wasnt notified when my info was accessed and it was requested. \n\nThis was tuesday XX/XX/XXXX, I have not gotten any response to my appeal/ challenging of their decision nor have they released my daughters federal payment or even responded as to how and why they accepted the deposit 10 days after completely restricting my account refusing bills and holding my income.","date_sent_to_company":"2019-01-10T15:26:07.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"78154","tags":"Servicemember","has_narrative":true,"complaint_id":"3121694","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-01-10T15:20:43.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["I checked our accounts and saw the <em>credits</em> and went thru and compared the <em>credits</em> to the fraudulent charges I had <em>reported</em> I noticed that over 10 of the transactions I <em>reported</em> as fraudulent chase had accidentally <em>missed</em>. So again I called and let them know and again even tho i had already <em>reported</em> them they had to start new <em>reports</em> etc. okay again no big deal."]},"sort":[8.88228,"3121694"]},{"_index":"complaint-public-v1","_id":"3121697","_score":8.877974,"_source":{"product":"Checking or savings account","complaint_what_happened":"My husband and I have been loyal chase customers for over 5 years with no issues at all until starting in mid XXXX I noticed there were alot of unauthorized transactions on my husband and Is account all online purchases, as well as my other two checking accounts ( again all from online purchases ) so I called chase to report the charges and explained they would investigate file reports ( they had to file 3 reports one for each account because they said they couldnt just combine them into one report. ) They asked me if i had ever done business with any of the merchants before and I said no not online. They asked if i had given any one my card number and allowed them to use my card online again i said no. They said okay thank you and closed out these debit cards and would send me new one and i should see a temporary credit on my account for these transactions while they investigated I said great thank you so much. So I got online and printed off all the transactions for my accounts for the last three months and started going thru them and matching them with my receipts. I noticed I had missed some transactions ( seriously there were so many transactions ) and so I called chase bank and explained and asked if i could get these added to the reports they stated no they couldnt do that they had to open 3 more fraud reports. I said ok went thru everything again and again they said I would see credit in the next 12 hours. Ok awesome, So the new cards arrive I activate them and over the next 24/48 hours I use them sparingly just things like gas groceries etc. again nothing online or over {$100.00}. Well I log back on to check my accounts and notice all our accounts were drained or negative. So i start looking at the accounts thinking maybe the credits hadn't hit or they were still processing etc. Nope there was more fraud this time on all 3 of my brand new debit cards. I was shocked I called chase again and asked if this was normal what was going on etc etc. I was told its normal around this time of year with the holdidays etc. So I started new reports but this time was told I not only had to open seperate ones for each account but now also for each vendor. So i said ok and they said the same thing ok theyd investigate close out my cards/ send me new ones and issue credits. This time ( when I received my new cards about a week later ) and after I had called and activated them I only put one of them in my wallet the other two I put in our safe. I checked our accounts and saw the credits and went thru and compared the credits to the fraudulent charges I had reported I noticed that over 10 of the transactions I reported as fraudulent chase had accidentally missed. So again I called and let them know and again even tho i had already reported them they had to start new reports etc. okay again no big deal. I had this 2nd set of new debit cards in hand and activated less than 48 hours and I log on to see if they had reported the rest of the transactions and low and behold more fraud. Even on the cards that were completely untouched and in my safe!!! On the other one I had made a total of two purchases with one for {$6.00} at the pharmacy for my XXXX XXXX daughter and the other one for {$25.00} on gas. I was completely dumbfounded. So I immediately called chase again this was XX/XX/XXXX at about XXXX XXXX and reported the charges and asked what I could do could I close the accounts and open new ones with new bank account numbers? I had already changed my password on my chase account. They said no they couldn't do that till all these reports had been investigated. I said okay and filed the new reports and just decided I wouldn't even activate them this time I would just go into chase and pull off cash and use that till all this gets worked out. They again said no problem they would then close the cards send new ones etc. I asked them what I could do and how this could be happening they just said they didn't know but fraud happens alot this time of year. I said okay thank you etc. At about XXXX that XXXX   I went to log on to my chase account to check and make sure they got everything and it wouldnt let me log into my account it said to call chase for further info and help. So I call chase and they informed me that they had restricted and closing all my accounts due to a large number of fraud complaints. I told them that was them I only had 3 fraud reports they were the ones that turned each transaction into a seperate claim. I asked how I was going to get access to our money all of our money was in those accounts ( bills, my kids XXXX, everything I wan na say not even including the fraud there was at least {$2000.00} between the accounts plus my husbands paycheck was getting direct deposited friday and my daughters child support and social security XXXX. They said that I could go into a branch and pull off the funds but that the account was restricted and all deposits and transactions would be denied/ blocked and returned. They said the account would stay restricted for the next 10 business days while they finished investigating the claims and that when they were done they would close the accounts and the remaining balances would be sent to us by check 10 business days after that ( so probably by mid XXXX because of the holidays ) I said I would be going to the branch now and withdrawing the funds. I had to we needed that money we had rent due on the XXXX, electric, phones everything all due and I needed to get my kids stuff for XXXX still as we are a low income family my husband is a XXXX XXXX XXXX veteren, I am XXXX XXXX and we have XXXX XXXX XXXX XXXX XXXX XXXX children. So we have to really save and budget. We have almost no spare income but all our bills are always on time. So i go into the branch and with my XXXX kids to withdraw the funds like they told me to. I get to the teller and she looks everything up and writes down my account balances the main account without the fraud money or credits was {$420.00} the 2nd account was around {$1200.00} and the third was about {$790.00} so total was just above {$2400.00} and again that was not counting the credits for the fraud charges. So I told her i needed to withdraw that. She went and got a manager and the manager came out to tell me that they could only withdraw these amounts they could not withdraw the credits I had been issued etc I said thats fine i just need this I have bills and XXXX to pay for. She said okay I need 2 forms of ID and just give me one moment and went to the back and was there a while before returning to the window with two other individuals and stated that these were branch managers and that they were very sorry but they could not withdraw the funds from the accounts because the accounts were restricted and all deposits, withdrawals, wire transers, direct deposits, automatic bill pays everything blocked and restricted until they were done investigating the fraud and after that they had 10 business days to make a decision and close the account after that itll be 10 business days before they issue and mail me a check for the remaining balances. I said I understand that but I just spoke to you guys on the phone and was told I was not allowed access to any of the funds credited while you investigated but that the balance that wasnt included, our hard earned money that we saved for bills etc was. They said were sorry theres nothing we can do. I asked if i could just have one of the account balances the lowest one or even part of it. We had no access to any of our money at all and I just needed something to use to feed my family, cover gas, diapers, and just basic necessities to survive. They said were sorry no. So I went home and tried to figure out what to do. By the time I got home it was after XXXX and there was nothing else i could do as they were closed. So the next XXXX first thing I called chase again to explain i went to the office and they refused to let me withdraw the money. She said oh well yeah thats their disgression. I said what can i do??? I need access to some of our money, I have bills my kids need food. She said well you can try a different branch and see what they say. I asked about the direct deposits that were supposed to hit soon ( my husbands paycheck on friday, child support for my daughter on saturday and my childs XXXX  benefits on the XXXX ) she said they will all get denied and sent back to the sender as well as any other autodraft bill payments checks etc. I said this is unreal this is our money. So i called a different branch explained the situation to see if i went there if they would let me withdraw the available funds. She took my info and looked it up and said yes absolutely. She said let me just verify with my back office and call you back. About 30 min later she called me back and said that they would not be able to give me access to the funds either as corporate had restricted all withdrawals of funds too. So I asked her if there was anything I could do she said no I just had to wait for them to mail me the check. \nI called corporate back and told them what this branch said and she said then theres nothing we can do youre just going to have to wait for the check. I said no this is not okay or right, we have been good loyal customers for over 5 years, we did nothing wrong i reported legitimate fraud on our account and because of that you made the decision to restrict and close our account without warning or any notice at all and hold all our income and restrict any and all access to it and leaving us with absolutely no money. I said my husband is a XXXX XXXX XXXX veteran for the XXXX XXXX, I am a XXXX XXXX stay at home mom and we have XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX children and youre doing this right before XXXX leaving us with no way to feed ourselves or provide the bare minimus necessities, no way to do anything for our children for XXXX and holding all the money we had to pay our rent to keep a roof over our kids heads and utilites to keep our kids warm, car payment car insurance nothing and are telling me we wont have our money any of it till probably end of XXXX? She said sorry theres nothing we can do the account is restriced and closed and youll just have to wait for the check ... \n\nSo I hung up and called my mom and told her what was going on and she said thats not possible so I called chase back and conferenced her in and she heard everything and when i asked there reason for this decision they said it was theyre perogative to end our banking relationship due to too many fraud reports I said I said but there werent too many there were 3 back to back. Your claims department is the one that kept turning them into multiple report. she said sorry nothing we can do. I asked if there was anyway i could get access to any of the available money that was not part of the claim and she said no, I said we have direct deposits hitting and its too late to change it. She said they will get denied and sent back to the sender. So youll have to call them after. I said what about our bills that were already scheduled to come out the day you t the account the auto pay for our car insurance, phone bill and car payment. She said those were already denied. \nSo I hung up and called ssi and waited for 90+ minutes and explained the situations and requested to change the payment method. she said because of the holidays it was too late to fix the XX/XX/XXXX payment in time but she updated it for future payments. She said that chase would refuse the deposit and it would go back to them within 48 hours and as soon as it did they would issue and mail me a check and the latest i would have that would be the XXXX. I broke down I explained everything and said i have no way to pay our rent or bills or XXXX for my kids nothing. She then asked me if the bank that was doing all this was chase bank. I said yes! she said they're horrible they do stuff like this to people all the time. she apologized profusely and I thanked her and hung up and called my husband to let him know. He said he changed his payment record but he doesnt know if its in time and if this paycheck would go on his new payroll card or chase but his employer issued him an emergency loan of {$100.00} to his card just so we could survive. I hung up and called child support and they said it would take 10 days to process so not in time to fix the payment scheduled for saturday but that they would also issue and mail a check when they got it back. \n\nSo I went home and did the application to open a new checking with a new financial institution. I got to the verification and none of the identity verification questions were anything having to do with any of my information and they said they couldnt verify my identity so they were denying my account, so I went to log onto my social security account and all of my log in info was changed. So i checked XXXX XXXX and that was changed too so I started researching, and started realizing my identity might have been stolen so I started XXXX what to do. ( I have never had anything like this happen we're low income and dont apply for credit or anything so I dont really monitor my credit report ) thats when they XXXX  breach info and website came up and i clicked the link and entered in my info to see if I was one of the people affected during this breach and it turns out my husband and I both were. so i started putting freezes on my credit and fraud alerts. Then I get a knock and received a certified letter from the IRS stating I was delinquent on my XXXX taxes and owe {$1500.00} immediately. I had never gotten my XXXX taxes it was being audited and they were still researching it. I tried to call irs but  the government is shut down so is the transcript website and identity theft reporting site. plus holidays so wasnt anything more i could do. XXXX came and went still no access to our money or anything so I was waiting for the ssi check in the mail. Well on XXXX XXXX I got a check in the mail from chase for {$1300.00} that stated it was for the remaing balance of my account ( s ) it didnt list which accounts or statement nothing but it was enough to cover rent and keep our lights on. I called when I got home to see what account it was for what it included etc. 3 different department managers couldnt tell me. they said they see the check was issued and mailed but nothing and that I had to just wait till everything was finalized and closed and then call and see if theyll be issuing more checks etc. \n\nI got notices from the place i financed my car through, XXXX and our cellphone internet and cable company stating the autodraft was declined and we needed to make immediate payments to avoid termination. \n\nOn XXXX second I received 11 claim update/ decision letters from chase stating that they had completed their investigations on those claims and determined they were charged and processed correctly so they were reversing the temporary credits to my account and would be removing the money on the XXXX. \n\nI also received an email from XXXX XXXX stating they could not file my taxes for this year as a return with mine, my husbands and childrens social security numbers and information had already been filed. I contacted XXXX XXXX and upon investigation all of our identities and everything from drivers liscences, social security numbers everything had been stolen so i researched and found out the tax fraud and false returns etc started back in XXXX and thats why IRS said i owed money. I pulled my credit reports and everything was changed and we had 72 inquiries and 15 fraudulent accounts opened on top of all of our personal info changed. I went to the police station and filed a report I explained everything and he said that this was why our bank account had all that fraud on it and how they got our debit card info and was able to charge everything when i hadnt even used the cards.. \n\nI got the police report number, an affidavit from the DMV plus whatever other documentation I could get right now including the fraud reports from the credit reporting agencies and called chase with the updates and requested to appeal their decisions based on the new information. It wasnt just fraud transactions my identity and all info had been stolen. \n\nShe said \" They didnt see any errors with the transaction or attempts to authorize a different amount so we We denied your claims because the transactions occurred within your geographical area, youve previously done business with the merchants, the card was in your possession and there were no bad PIN tries, and you monitored your account on chase.com during the time the fraudulent transactions were occurring, but didnt report them to us immediately. We mailed you a check for {$1300.00} Were sorry for any misunderstanding that may have occurred concerning how and when you would have access to the money in your account. We show this check paid on XX/XX/XXXX. The remaining money in your account ending in XXXX, which includes a direct deposit for {$770.00} that we received on XX/XX/XXXX will be held until your claims have been finalized. Your claim for the {$30.00} XXXX transaction is still being researched and has a final resolution date of XX/XX/XXXX. Well inform you of our claim decision in writing once it has been finalized. The remaining money in your account ending in XXXX, which includes a direct deposit for {$770.00}, will be held until your claims have been finalized. If any money is owed to you, well mail you a check. '' I said \" You accepted the Direct deposit of my daughters federal social security XXXX payment of {$770.00} on XX/XX/XXXX even though you completely restricted our accounts on the XXXX and rejected all of our automatic bill payments and refused to let me withdraw any of the funds in our account???? Now youre telling me youre going to hold it along with the rest of our account balance till you finalize the dispute XXXX first and will issue and send me a check for the remaining balance in 10 business days??? So you fraudulenty accepted and essentially stole my disable daughters monthly federal ssi payment for XXXX and are not going to release it or give us access to it till end of XXXX early XXXX? '' She said well I dont know anything about that or why is was accepted etc. \nI said I want that resolved now or I will be filing a charges. Also I want to dispute the decisions made on my fraud claims they were absolutely not authorized and fraudulent they were a result of identity theft. I have never done any business with those online merchants ever! I dont ever shop online nor do I or have I ever spent that much money in single purchases. I notified you immediately when I realized the fraud I was not monitoring my account either. Theyre online not in my area. I am submitting the police report and all the documentation of the fraud including my information that was compromised in the credit reporting agency fraud. Including access to all my financial and personal accounts. Also saw 6-8 fraudulent inquiries for credit requests to you guys on my credit report that i want to dispute as well and know why i wasnt notified when my info was accessed and it was requested. \n\nThis was tuesday XX/XX/XXXX, I have not gotten any response to my appeal/ challenging of their decision nor have they released my daughters federal payment or even responded as to how and why they accepted the deposit 10 days after completely restricting my account refusing bills and holding my income.","date_sent_to_company":"2019-01-10T15:29:19.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"78154","tags":"Servicemember","has_narrative":true,"complaint_id":"3121697","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-01-10T15:26:28.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["I checked our accounts and saw the <em>credits</em> and went thru and compared the <em>credits</em> to the fraudulent charges I had <em>reported</em> I noticed that over 10 of the transactions I <em>reported</em> as fraudulent chase had accidentally <em>missed</em>. So again I called and let them know and again even tho i had already <em>reported</em> them they had to start new <em>reports</em> etc. okay again no big deal."]},"sort":[8.877974,"3121697"]},{"_index":"complaint-public-v1","_id":"3004669","_score":8.66464,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am providing a lengthy letter that I wrote, and will mail to XXXX XXXX, Vice President of XXXX XXXX XXXX. I will remove my name anywhere in the letter. \n\nXXXX XXXX, Vice President of Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \nXXXX, CA XXXX XX/XX/XXXX Dear Ms. XXXX, It is with incredible angst and extreme frustration that I find myself writing this letter. I sincerely hope that you are a reasonable person with integrity who will choose to fix what I have presented here ; and that you will listen to this story, and act upon it expeditiously, in a manner that is positive and satisfactory. \n\nMy name is, and I am on XXXX XXXX, I just lost my job, and I was hacked. I tell you this because due to these extenuating circumstances, I really needed and need to rely on the help and support of XXXX XXXX XXXX customer service team with its website and other support to help ensure payments were and are being received during this very difficult time. I have a hard time monitoring day-to-day tasks, and I hoped I could rely on XXXX to provide suitable assistance. My only request that the marker on my credit report be removed. \n\nNot only was I not helped, I was dismissed, lectured, and bullied. Now I find out, after all this, that the recurring payment system, which unknowingly shut down on me before -- causing inadvertent missed payments, took out unsanctioned money that is more than twice my monthly payments! That is beyond unacceptable, that is money I do not have, and I now find myself in a tenable situation. \n\nIf I may, I will expose to you the first big issues that arose ; then afterwards, I will explain about the most recent issue regarding the unsanctioned payment. If you will kindly bear with me, this is quite lengthy quite a few pages. Im sorry, because due to my circumstances, it is hard to concentrate, and it is actually easier if I present the events conversationally from the notes I have taken. I regret that I am not able to condense this in an eloquently, concise manner. I thank you in advance for taking the time out of your busy schedule to give this the attention it deserves. \n\nEverything started because my very first recurring payment did not go through ( beginning in XXXX, then in XXXX ), and a credit marker was very swiftly placed on my record. The story escalates after I reasonably requested that this credit marker to be removed, and thats all I was asking for. I have worked extremely hard to achieve my excellent credit score, and especially now being in the extenuating situation I am in, it is more important than ever to have great credit. I have appealed to multiple customer service representatives and supervisors even at the corporate level, and I am literally being slammed into a wall. \n\nFor your review, I am including screen shots, the initial letter sent to your credit dispute department, and copies of the emails I have sent. I hope they prove helpful. There are also a multitude of phone calls I have had with your team, that have also been indicated, but to which I have no recordings. I have also enclosed my XXXX notes and even a letter from my former employer to show I am speaking truthfully and sincerely about my predicament. I will work to acquire a letter from my doctor that outlines what my issues are, because no one seems to understand or to be listening to what I am telling them! \n\nAdditionally, I am copying my lawyer on this correspondence because aside from the egregious and unfair treatment and inflexibility XXXX XXXX XXXX has been showing me, he needs to be made aware that your company has literally exacerbated my medical condition adding to my pain and suffering. Not that I want to sound like an episode from Law and Order, but your team was/is aware of my medical situation, as I explained over and over, and I even expressed to them that how they were acting towards me was affecting me physically. My lawyer knows the sensitivity and pain levels involved with my condition which was from a car accident, and the extent to which it does not enable me to perform daily duties to the best of my ability -- like paying bills and monitoring accounts. I reached out to XXXX in good faith, and they failed me on every level. In fact, you should know that my debilitating condition stems from this serious car accident that was in my previous XXXX. It was totaled, and I ended up, among other things, without XXXX XXXX XXXX XXXX XXXX XXXX and with XXXX XXXX. And, an XXXX resulted from the anti-inflammatories I was taking and from the overall stress. Oh, but XXXX doesnt care about that. They only care about their policies. But, well get to that. \n\n1 ) As stated, because of my extenuating circumstances, I needed and sought out the guidance and the help of your team to set up recurring payments knowing I would not be able to adequately monitor everything, as stated. To emphasize, I NEVER asked to have payments suspended. In fact, it was my main concern that you DID get your payments and in a timely manner. This is from someone suffering physically, financially, and emotionally. So, you can see how important my credit and integrity is to me. \n\n2 ) Just after I set up my recurring payments with your customer service team on XX/XX/XXXX ( to start in XXXX ), I was personally hacked, and once again required their assistance. This time I needed their help changing my checking account information on line and to still make sure everything would go through with the recurring payments. Unfortunately, no one ever told me or advised me at any time that by doing so would automatically cancel these payments. Nor, anywhere, did I ( and still dont ) see any statement on the website that explains this. I went on good faith that the customer service representatives gave me solid, reliable information. \n\n3 ) The payments did not unfortunately go through, and I did not learn about this until 60 days after the first payment was to be received by XXXX. To add fuel to the fire, so you can fully understand what I am personally dealing with, I had also just lost my job because I can not return to work. I have virtually XXXX  income. So, you can imagine my stress levels. But, to continue, I have not, and still havent received ANY correspondence through the mail regarding this non-payment. I check my mail every day. What I did receive was a phone message from XXXX XXXX on XX/XX/XXXX from XXXX ( XXXX ). I immediately called back, learned of the missed payment, and not only did I pay ( on the spot ) the ONE month that was missed, I paid XXXX and even covered XXXX so there was no chance of a gap. To make my point again, thats how important having financial integrity is to me, even given everything I just told you. \n\n- So, why didnt I hear anything until then? The rep literally said they were calling the wrong number and they do not leave messages. Then why all of a sudden did I get the call on the correct number with a voice message? Thats suspicious. I have to wonder if they dont also have the wrong address that goes along with this mysterious phone number. Or, because I am trying to pay electronically, did they stop all forms of mail? Secondly, I find your companys policy of reporting one missed payment immediately to the credit bureau after only 30 days to be harsh. I wasnt even given a chance to rectify things. I have known, as have others, that 60 days is standard for reputable companies, and that is AFTER talking to their clients first giving them a chance to clear things up which I did IMMEDIATELY UPON LEARNING ABOUT IT. \n\n- And, to most reasonable people, one would have thought that this credit marker for ONE ( inadvertently ) missed payment as harsh and unfair as it is, would have been quickly and graciously removed at this point based on all the circumstances I outlined to your representatives and supervisors : my good faith efforts to make payments ; misinformation given to me by your team ( inadvertent or not ) ; my immediate payment and forward payment ; my previous XXXX account that was in excellent standing ; my excellent credit ; MY HEALTH ; MY EXTENUATING CIRCUMSTANCES, etc. But, NO. Why would XXXX who prides themselves in customer service do that? I was dismissed and told to write a letter to somewhere in Iowa. \n\n4 ) After trying ( and being put on hold for an incessant amount of time twice ) to get to a supervisor who could hopefully listen to me, aid me, and help me through this process ; I actually got a supervisor ( her name is pronounced, XXXX, did not get her ID # ) who LECTURED ME : I should really monitor and check my accounts and the post office, she says. This is even knowing my situation! REPREHENSIBLE! She retorted with what came across as a disingenuous apology, and then a very blunt statement that XXXX is a business. We did nothing wrong. We have a policy. You may write a letter if you do not agree. I literally felt bullied and challenged to prove XXXX was wrong and that everything that I have been telling her and the others did not matter at all. Nor did I feel believed. \n\nDid I also mention that I submitted two complaints with XXXX and never heard anything back?! Very telling. Here are the reference numbers : ( Spoke with XXXX from client services ) and filed online. \n\n5 ) I can not begin to say how many people at XXXX XXXX XXXX I have tried to communicate with on this. The dispute team ( in Iowa ), whom I NEVER heard from, actually denied my written request/dispute to have the marker removed ( given everything I told them ) -- which I was shocked to find out! The only reason I found out is because I had to call and talk with another XXXX XXXX rep who paraphrased the decision to me over the phone -- three weeks after the fact. She told me the determination was that there is a statement on the website that references recurring payments, and that they have a policy XXXX must report missed payments to the credit bureaus after 30 days. NOTHING I PRESENTED TO THEM SEEMED TO BE CONSIDERED! I still cant find this statement, and I cant/dont want to spend my days between rehabilitation sessions looking for it. By the way, there is a very clear statement on the website that says XXXX MAY report missed payments and MAY disclose information to the credit bureaus. NEVER does it say MUST. XXXX XXXX XXXX has the ability to help its customers, but it chooses not to. \n\n6 ) One of the last straws came when I found an email address on line for XXXX executives ( XXXX XXXX, who is no longer there (? ), XXXX XXXX, and guessed at XXXX XXXX ). I also called a corporate number ( XXXX ) that was given to me by another customer service supervisor ( XXXX XXXX, in Maryland, XXXX ). She initially said something about a fax number to which I could file an appeal. But, she said she would look into everything first and do everything she could to get this resolved. I held off on this fax option because I was under the impression this would be where I finally got help. However, she said the next day, they would not remove the marker, and that she actually didnt have the power to change anything. What good is a powerless supervisor to anyone? That made me feel less confident and worse. This was actually the first I heard of any appeals process ( with the fax, ) and I have never heard it mentioned since (?? ). \n\n7 ) I called the number the supervisor gave me ; and emailed the aforementioned. I got a call back from XXXX XXXX, who in fact, I would like to file a formal complaint against. Not only did he not listen to what I was saying with his canned responses, he came across arrogantly, like he did not believe or care about anything I was saying ; he gave me conflicting advice, and even disconnected/hung up on me and never called back. I wish this werent true, and his cold demeanor and comments pushed me to the brink. This was on XX/XX/XXXX and XX/XX/XXXX. Please provide a reference number for this complaint. I would like to ensure it is given due attention, and I am followed up with. \n\n8 ) In an embarrassing moment, I literally broke down in tears while first talking to him because I have been so wracked trying to get to a reasonable, professional person with an ounce of sensitivity and humanity, who would work with me on this escalated situation. An advocate would be nice, rather than a bully. Once again, all he ( and others ) seemed to talk about and care about is this sacred XXXX policy and some statement on the website. Is this etched in stone and carried down from Mt. Sinai? That was the only benchmark to which this credit marker was based. NOTHING ELSE. He even mentioned something about audits, which is inappropriate and not my concern. And I believe it was him ( or another supervisor ) who said that XXXX does not base any of their credit decisions on customer loyalty. Well, Im sure you can imagine how dismissive, unbelievable, and rude THAT sounded. What a customer hears is a canned, robotic answer that translates to : XXXX does not care about your loyalty or who you are or what your circumstances are. We only care about our policy. # XXXX # XXXX 9 ) He did offer to investigate my situation, however, and in so doing, I asked if I needed to send in any medical documentation or paperwork that would support me and my other grievances. He emphatically said NO. But, after I was pushing, he added they would consider my medical situation and extenuating circumstances, along with everything else like the policy, of course, he had to add. Again, this mysterious policy. I was left feeling even more befuddled, confused, angry, and despondent. \n\n10 ) I was called back the next day and he said the result of the investigation was that he had a screen shot of a statement on the website that discussed policy. What?! Then he actually said I never filed a form or documentation about my medical condition. What?!! THIS IS PROOF NO ONE IS LISTENING TO WHAT I AM SAYING! I have no words. \n\n- The team at XXXX XXXX XXXX wears blinders. In order to try to make sense of everything, I had to ask him if XXXX XXXX was being investigated for something because I could not fathom why they are so laser focused on this apparent policy and statement -- not listening to or considering anything else that is said and presented by a client. I finally asked if I could take this whole unresolved situation somewhere else or do something else, and all XXXX retorted was : No, this is corporate, it stops here. That certainly could not be true. I could literally feel my frayed nerves burning the ulcerative juices churning. And now I feel it more while I write this letter. \n\n11 ) Making matters worse, I was hung up on ( disconnected? ) during my conversation with XXXX, and I had to call back and leave messages to ask further questions regarding the supposed investigation, his supposed screen shot, and any medical forms I am now supposed to fill out. I was more confused than ever. This was Friday. Ive called again asking about these forms. NO RESPONSE. \n\n- Being subjected to these unhelpful, robotic and insensitive team members is like being hit over the head with a brick time and time again. I truly do not believe your team understands how and what is coming out of their mouths and how it affects your ( human ) clients. I do not know if they really know how to treat customers. To a factual point, regardless of your policy, do they know they CAN remove markers because of every situation I mentioned, and they should. \n\nIts not just him, though. Although there have been some empathetic and professional people, no one even seemed capable of asking me appropriate questions that may have truly been helpful. For instance, no one even asked : do you want to file papers for your medical situation ; or this is what they look for, and this is the best way to communicate everything. \n\nI sincerely hope that you see that I have done everything to the best of my ability to make sure you get your payments, and I believe I have clearly illustrated the incorrigible mess this has become. WHAT MORE DO YOU NEED?! PLEASE DO NOT TELL ME YOU ARE GOING TO INVESTIGATE AND SEE IF YOUR POLICY WAS MET. Check my records, check your phone calls, read my dissertation and my documents. Be Human. Have TRUE customer service. But, please, do not cause me any more pain and angst over something that everyone I have told this too can not understand why its happening. This is XXXX. They are as shocked as I am. \n\nNow, for the most recent payment issue : As I was trying to draft this letter, I was checking my account on line. I actually re-set my recurring payments with ( a misguided ) sense of confidence. I discovered that what should have been monthly payments of XXXX is actually coming up as {$640.00}. That is wrong! Furthermore, your website is horribly confusing and apparently extremely inaccurate, to say the least, which is causing me all these incredible problems. According to my account page, it said it is set up with recurring payments on the XXXX of each month, like I requested, but in checking it recently, it says it is taking out {$640.00}. WHERE DID THAT NUMBER COME FROM?! I NEVER AUTHORIZED THAT! My monthly payment is {$300.00}. \n\nI paid {$930.00} on XX/XX/XXXX for XXXX, XXXX, and XXXX. I was paid up. I was actually ahead of my payments. Furthermore, what is incredibly confusing is that there is another page saying that I have to pay ASAP on XX/XX/XXXX and there is a red mark on the Make One-Time Payment, when I have a recurring payment set up already. At least it is saying I owe the CORRECT amount of {$300.00}. \n\nTo get to the bottom of this incredible shock, I called first thing on XX/XX/XXXX and spoke with XXXX ( ID : XXXX ) who explained that because that is what I supposedly owed at the time I set this up, the computer automatically put that as my monthly payment. I OWED NOTHING IN FACT I WAS AHEAD! Unfortunately, he said the {$640.00} already went through and was taken from my checking account, and they couldnt stop it. If I wanted, I could contact my bank to stop payment or they could send me a check that will take up to two weeks to get. Thanks, XXXX! Because that causes me more difficulties and I didnt want to be slapped with another late payment if things got crossed, I felt I had no other choice but to suffer an even more difficult month financially because I wasnt expecting to pay MORE THAN DOUBLE my monthly payment. He assured me that XXXX and XXXX would be covered, and he walked me through setting up the payments to start on XX/XX/XXXX for the correct amount of {$300.00}. He said he would send me a confirmation email, but I have NOT GOTTEN ONE, and I hope a letter that gets to me. The case number for this is This is the THIRD time I am attempting the recurring payment system. Some would call me a complete idiot for doing so, and I am really questioning this ; but I am very serious when I say I need to have help getting payments through because it is much easier for me at this point to have them automatically taken out, ( and now make more effort to monitor ) than to worry about mailing checks, etc. Unfortunately, your website is the only way I can do it. I seriously hope I do not have to chastise myself again for even trying this, and really regret it. Perhaps I am a glutton for punishment. Furthermore, I wish I had enough knowledge or insight to get a case number and ID number from the representatives who initially helped me set up my recurring payments online and then when I changed my account number. I guess, at the time, I saw no reason to even think about it because I truly felt I could rely on your team. Boy, I really do feel duped and dumb. I think in retrospect, aside from hand-delivering payments each month to whomever actually takes them, Ill really have to figure out the least painless way to get them to you ; and bypass the recurring payment system. \n\nJust so you know, NO ONE ever acknowledged, owned up to, or apologized for giving me misdirection in the first place. Funny that they offered to take my late payments off without me even asking ; yet they would not consider removing the credit marker. This is really smelling. Whatever happened to the customer is always right, the customer is our bread and butter, and we will do whatever we can to ensure the customer is happy and taken care of? XXXX really does not get it and they really do not care. I am living proof of this multiple times over. \n\nIt seems very odd saying this, but I have had wonderful dealings with XXXX in the past, and that is why I got a second one. I was even able to work successfully with the recurring payment system on my last account ( albeit trouble in the beginning that was remedied by a competent customer service rep ). I am at the point, however, where I am looking into getting out of my lease after only having the vehicle for four months because your company has literally made me sick to my stomach and fried my nerves -- even further. I am waiting to hear back from the general sales manager. \n\nI do not know who else to turn to. As I said, I do know, however, that the media, social media, friends and family, my congressman, and other agencies have and will continue to be supportive of my plight. I will use all my contacts and in-roads to finally be heard. People need to know how XXXX XXXX XXXX behaves and what they do to people. Hopefully no one else will have to go through what I am going through. As Ive said, I have tried to work through your channels and your processes to try to come to a solution that is mutually beneficial to everyone to beyond disgraceful results. # XXXX # XXXX  # XXXX. \n\nI JUST want my credit marker removed and my credit and integrity restored. That is all I ever asked. And, I would like that you do not XXXX up my finances and money situation anymore. Am I furious, yes, but I certainly do not want to see anyone fired over this. Everyone is human, which XXXX has apparently forgotten. I do also hope that you look into training your staff to being more empathetic and customer friendly. This spewing of policy and statements as a mantra needs to stop. It really affects people. By the way, please take a look at XXXX XXXX XXXX and you will find out how your company is horribly reviewed. Your overall rating is ONE star. My review ( s ) are there. That is just the tip of the iceberg as far as getting the word out. Its simply facts and how a customer believes they are being treated. Ive loved my XXXX vehicles, and I have always had outstanding service from XXXX before. I am really dumbfounded by this, and sincerely hope this gets corrected. \n\nAs I stated, I appreciate your attention to everything I have laid out and your utmost consideration with all these matters. I am sincerely hoping that you are different from the uncaring and unresponsive members of the XXXX XXXX Team. And, I thank you in advance. \n\nIf you choose to look into this matter, my account number is : and the VIN number on my current car is : Sincerely, CC : CC : XXXX XXXX, CEO XXXX XXXX CC : XXXX XXXX, Executive Advisor to XXXX XXXX XXXX","date_sent_to_company":"2018-08-29T04:06:58.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"19382","tags":null,"has_narrative":true,"complaint_id":"3004669","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-08-29T00:06:56.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["That was the only benchmark to which this <em>credit</em> marker was based. NOTHING ELSE. He even mentioned something about <em>audits</em>, which is inappropriate and not my concern. And I believe it was him ( or another supervisor ) who <em>said</em> that XXXX does not base any of their <em>credit</em> decisions on customer loyalty. Well, Im sure you can imagine how dismissive, unbelievable, and rude THAT sounded."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"issue":["Problem with a <em>credit</em> reporting company's investigation into an existing problem"],"sub_product":["<em>Credit</em> reporting"]},"sort":[8.66464,"3004669"]},{"_index":"complaint-public-v1","_id":"3004658","_score":8.628772,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am providing a lengthy letter that I wrote, and will mail to XXXX XXXX, Vice President of XXXX XXXX XXXX. I will remove my name anywhere in the letter. \n\nXXXX XXXX, Vice President of Customer Service XXXX XXXX XXXX   XXXX XXXX XXXX XXXX. \nXXXX, CA XXXX XX/XX/XXXX Dear Ms. XXXX, It is with incredible angst and extreme frustration that I find myself writing this letter. I sincerely hope that you are a reasonable person with integrity who will choose to fix what I have presented here ; and that you will listen to this story, and act upon it expeditiously, in a manner that is positive and satisfactory. \n\nMy name is, and I am on medical XXXX, I just lost my job, and I was hacked. I tell you this because due to these extenuating circumstances, I really needed and need to rely on the help and support of XXXX XXXX XXXX customer service team with its website and other support to help ensure payments were and are being received during this very difficult time. I have a hard time monitoring day-to-day tasks, and I hoped I could rely on XXXX to provide suitable assistance. My only request that the marker on my credit report be removed. \n\nNot only was I not helped, I was dismissed, lectured, and bullied. Now I find out, after all this, that the recurring payment system, which unknowingly shut down on me before -- causing inadvertent missed payments, took out unsanctioned money that is more than twice my monthly payments! That is beyond unacceptable, that is money I do not have, and I now find myself in a tenable situation. \n\nIf I may, I will expose to you the first big issues that arose ; then afterwards, I will explain about the most recent issue regarding the unsanctioned payment. If you will kindly bear with me, this is quite lengthy quite a few pages. Im sorry, because due to my circumstances, it is hard to concentrate, and it is actually easier if I present the events conversationally from the notes I have taken. I regret that I am not able to condense this in an eloquently, concise manner. I thank you in advance for taking the time out of your busy schedule to give this the attention it deserves. \n\nEverything started because my very first recurring payment did not go through ( beginning in XXXX, then in XXXX ), and a credit marker was very swiftly placed on my record. The story escalates after I reasonably requested that this credit marker to be removed, and thats all I was asking for. I have worked extremely hard to achieve my excellent credit score, and especially now being in the extenuating situation I am in, it is more important than ever to have great credit. I have appealed to multiple customer service representatives and supervisors even at the corporate level, and I am literally being slammed into a wall. \n\nFor your review, I am including screen shots, the initial letter sent to your credit dispute department, and copies of the emails I have sent. I hope they prove helpful. There are also a multitude of phone calls I have had with your team, that have also been indicated, but to which I have no recordings. I have also enclosed my XXXX notes and even a letter from my former employer to show I am speaking truthfully and sincerely about my predicament. I will work to acquire a letter from my doctor that outlines what my issues are, because no one seems to understand or to be listening to what I am telling them! \n\nAdditionally, I am copying my lawyer on this correspondence because aside from the egregious and unfair treatment and inflexibility XXXX XXXX XXXX has been showing me, he needs to be made aware that your company has literally exacerbated my medical condition adding to my pain and suffering. Not that I want to sound like an episode from Law and Order, but your team was/is aware of my medical situation, as I explained over and over, and I even expressed to them that how they were acting towards me was affecting me physically. My lawyer knows the sensitivity and pain levels involved with my condition which was from a car accident, and the extent to which it does not enable me to perform daily duties to the best of my ability -- like paying bills and monitoring accounts. I reached out to XXXX in good faith, and they failed me on every level. In fact, you should know that my debilitating condition stems from this serious car accident that was in my previous XXXX. It was totaled, and I ended up, among other things, without feeling in my arms and legs and with cognitive issues. And, an ulcer resulted from the anti-inflammatories I was taking and from the overall stress. Oh, but XXXX doesnt care about that. They only care about their policies. But, well get to that. \n\n1 ) As stated, because of my extenuating circumstances, I needed and sought out the guidance and the help of your team to set up recurring payments knowing I would not be able to adequately monitor everything, as stated. To emphasize, I NEVER asked to have payments suspended. In fact, it was my main concern that you DID get your payments and in a timely manner. This is from someone suffering physically, financially, and emotionally. So, you can see how important my credit and integrity is to me.\n\n2 ) Just after I set up my recurring payments with your customer service team on XX/XX/XXXX ( to start in XXXX ), I was personally hacked, and once again required their assistance. This time I needed their help changing my checking account information on line and to still make sure everything would go through with the recurring payments. Unfortunately, no one ever told me or advised me at any time that by doing so would automatically cancel these payments. Nor, anywhere, did I ( and still dont ) see any statement on the website that explains this. I went on good faith that the customer service representatives gave me solid, reliable information.\n\n3 ) The payments did not unfortunately go through, and I did not learn about this until 60 days after the first payment was to be received by XXXX. To add fuel to the fire, so you can fully understand what I am personally dealing with, I had also just lost my job because I can not return to work. I have virtually XXXX income. So, you can imagine my stress levels. But, to continue, I have not, and still havent received ANY correspondence through the mail regarding this non-payment. I check my mail every day. What I did receive was a phone message from XXXX XXXX on XX/XX/XXXX from XXXX ( XXXX ). I immediately called back, learned of the missed payment, and not only did I pay ( on the spot ) the ONE month that was missed, I paid XXXX and even covered XXXX so there was no chance of a gap. To make my point again, thats how important having financial integrity is to me, even given everything I just told you. \n\n- So, why didnt I hear anything until then? The rep literally said they were calling the wrong number and they do not leave messages. Then why all of a sudden did I get the call on the correct number with a voice message? Thats suspicious. I have to wonder if they dont also have the wrong address that goes along with this mysterious phone number. Or, because I am trying to pay electronically, did they stop all forms of mail? Secondly, I find your companys policy of reporting one missed payment immediately to the credit bureau after only 30 days to be harsh. I wasnt even given a chance to rectify things. I have known, as have others, that 60 days is standard for reputable companies, and that is AFTER talking to their clients first giving them a chance to clear things up which I did IMMEDIATELY UPON LEARNING ABOUT IT. \n\n- And, to most reasonable people, one would have thought that this credit marker for ONE ( inadvertently ) missed payment as harsh and unfair as it is, would have been quickly and graciously removed at this point based on all the circumstances I outlined to your representatives and supervisors : my good faith efforts to make payments ; misinformation given to me by your team ( inadvertent or not ) ; my immediate payment and forward payment ; my previous XXXX account that was in excellent standing ; my excellent credit ; MY HEALTH ; MY EXTENUATING CIRCUMSTANCES, etc. But, NO. Why would XXXX who prides themselves in customer service do that? I was dismissed and told to write a letter to somewhere in Iowa. \n\n4 ) After trying ( and being put on hold for an incessant amount of time twice ) to get to a supervisor who could hopefully listen to me, aid me, and help me through this process ; I actually got a supervisor ( her name is pronounced, XXXX, did not get her ID # ) who LECTURED ME : I should really monitor and check my accounts and the post office, she says. This is even knowing my situation! REPREHENSIBLE! She retorted with what came across as a disingenuous apology, and then a very blunt statement that XXXX is a business. We did nothing wrong. We have a policy. You may write a letter if you do not agree. I literally felt bullied and challenged to prove XXXX was wrong and that everything that I have been telling her and the others did not matter at all. Nor did I feel believed. \n\nDid I also mention that I submitted two complaints with XXXX and never heard anything back?! Very telling. Here are the reference numbers : ( Spoke with XXXX from client services ) and filed online. \n\n5 ) I can not begin to say how many people at XXXX XXXX XXXX I have tried to communicate with on this. The dispute team ( in Iowa ), whom I NEVER heard from, actually denied my written request/dispute to have the marker removed ( given everything I told them ) -- which I was shocked to find out! The only reason I found out is because I had to call and talk with another XXXX XXXX rep who paraphrased the decision to me over the phone -- three weeks after the fact. She told me the determination was that there is a statement on the website that references recurring payments, and that they have a policy XXXX must report missed payments to the credit bureaus after 30 days. NOTHING I PRESENTED TO THEM SEEMED TO BE CONSIDERED! I still cant find this statement, and I cant/dont want to spend my days between rehabilitation sessions looking for it. By the way, there is a very clear statement on the website that says XXXX MAY report missed payments and MAY disclose information to the credit bureaus. NEVER does it say MUST. XXXX XXXX XXXX has the ability to help its customers, but it chooses not to.\n\n6 ) One of the last straws came when I found an email address on line for XXXX executives ( XXXX XXXX, who is no longer there (? ), XXXX XXXX, and guessed at XXXX XXXX ). I also called a corporate number ( XXXX ) that was given to me by another customer service supervisor ( XXXX XXXX, in Maryland, XXXX ). She initially said something about a fax number to which I could file an appeal. But, she said she would look into everything first and do everything she could to get this resolved. I held off on this fax option because I was under the impression this would be where I finally got help. However, she said the next day, they would not remove the marker, and that she actually didnt have the power to change anything. What good is a powerless supervisor to anyone? That made me feel less confident and worse. This was actually the first I heard of any appeals process ( with the fax, ) and I have never heard it mentioned since (?? ).\n\n7 ) I called the number the supervisor gave me ; and emailed the aforementioned. I got a call back from XXXX XXXX, who in fact, I would like to file a formal complaint against. Not only did he not listen to what I was saying with his canned responses, he came across arrogantly, like he did not believe or care about anything I was saying ; he gave me conflicting advice, and even disconnected/hung up on me and never called back. I wish this werent true, and his cold demeanor and comments pushed me to the brink. This was on XX/XX/XXXX and XX/XX/XXXX. Please provide a reference number for this complaint. I would like to ensure it is given due attention, and I am followed up with. \n\n8 ) In an embarrassing moment, I literally broke down in tears while first talking to him because I have been so wracked trying to get to a reasonable, professional person with an ounce of sensitivity and humanity, who would work with me on this escalated situation. An advocate would be nice, rather than a bully. Once again, all he ( and others ) seemed to talk about and care about is this sacred XXXX policy and some statement on the website. Is this etched in stone and carried down from XXXX  XXXX? That was the only benchmark to which this credit marker was based. NOTHING ELSE. He even mentioned something about audits, which is inappropriate and not my concern. And I believe it was him ( or another supervisor ) who said that XXXX does not base any of their credit decisions on customer loyalty. Well, Im sure you can imagine how dismissive, unbelievable, and rude THAT sounded. What a customer hears is a canned, robotic answer that translates to : XXXX does not care about your loyalty or who you are or what your circumstances are. We only care about our policy. # XXXX # XXXX 9 ) He did offer to investigate my situation, however, and in so doing, I asked if I needed to send in any medical documentation or paperwork that would support me and my other grievances. He emphatically said NO. But, after I was pushing, he added they would consider my medical situation and extenuating circumstances, along with everything else like the policy, of course, he had to add. Again, this mysterious policy. I was left feeling even more befuddled, confused, angry, and despondent. \n\n10 ) I was called back the next day and he said the result of the investigation was that he had a screen shot of a statement on the website that discussed policy. What?! Then he actually said I never filed a form or documentation about my medical condition. What?!! THIS IS PROOF NO ONE IS LISTENING TO WHAT I AM SAYING! I have no words. \n\n- The team at XXXX XXXX XXXX wears blinders. In order to try to make sense of everything, I had to ask him if XXXX XXXX was being investigated for something because I could not fathom why they are so laser focused on this apparent policy and statement -- not listening to or considering anything else that is said and presented by a client. I finally asked if I could take this whole unresolved situation somewhere else or do something else, and all XXXX retorted was : No, this is corporate, it stops here. That certainly could not be true. I could literally feel my frayed nerves burning the ulcerative juices churning. And now I feel it more while I write this letter. \n\n11 ) Making matters worse, I was hung up on ( disconnected? ) during my conversation with XXXX, and I had to call back and leave messages to ask further questions regarding the supposed investigation, his supposed screen shot, and any medical forms I am now supposed to fill out. I was more confused than ever. This was Friday. Ive called again asking about these forms. NO RESPONSE. \n\n- Being subjected to these unhelpful, robotic and insensitive team members is like being hit over the head with a brick time and time again. I truly do not believe your team understands how and what is coming out of their mouths and how it affects your ( human ) clients. I do not know if they really know how to treat customers. To a factual point, regardless of your policy, do they know they CAN remove markers because of every situation I mentioned, and they should. \n\nIts not just him, though. Although there have been some empathetic and professional people, no one even seemed capable of asking me appropriate questions that may have truly been helpful. For instance, no one even asked : do you want to file papers for your medical situation ; or this is what they look for, and this is the best way to communicate everything.\n\nI sincerely hope that you see that I have done everything to the best of my ability to make sure you get your payments, and I believe I have clearly illustrated the incorrigible mess this has become. WHAT MORE DO YOU NEED?! PLEASE DO NOT TELL ME YOU ARE GOING TO INVESTIGATE AND SEE IF YOUR POLICY WAS MET. Check my records, check your phone calls, read my dissertation and my documents. Be Human. Have TRUE customer service. But, please, do not cause me any more pain and angst over something that everyone I have told this too can not understand why its happening. This is XXXX. They are as shocked as I am. \n\nNow, for the most recent payment issue : As I was trying to draft this letter, I was checking my account on line. I actually re-set my recurring payments with ( a misguided ) sense of confidence. I discovered that what should have been monthly payments of XXXX is actually coming up as {$640.00}. That is wrong! Furthermore, your website is horribly confusing and apparently extremely inaccurate, to say the least, which is causing me all these incredible problems. According to my account page, it said it is set up with recurring payments on the XXXX of each month, like I requested, but in checking it recently, it says it is taking out {$640.00}. WHERE DID THAT NUMBER COME FROM?! I NEVER AUTHORIZED THAT! My monthly payment is {$300.00}. \n\nI paid {$930.00} on XX/XX/XXXX for XXXX, XXXX, and XXXX. I was paid up. I was actually ahead of my payments. Furthermore, what is incredibly confusing is that there is another page saying that I have to pay ASAP on XX/XX/XXXX and there is a red mark on the Make One-Time Payment, when I have a recurring payment set up already. At least it is saying I owe the CORRECT amount of {$300.00}. \n\nTo get to the bottom of this incredible shock, I called first thing on XX/XX/XXXX and spoke with XXXX ( ID : XXXX ) who explained that because that is what I supposedly owed at the time I set this up, the computer automatically put that as my monthly payment. I OWED NOTHING IN FACT I WAS AHEAD! Unfortunately, he said the {$640.00} already went through and was taken from my checking account, and they couldnt stop it. If I wanted, I could contact my bank to stop payment or they could send me a check that will take up to two weeks to get. Thanks, XXXX! Because that causes me more difficulties and I didnt want to be slapped with another late payment if things got crossed, I felt I had no other choice but to suffer an even more difficult month financially because I wasnt expecting to pay MORE THAN DOUBLE my monthly payment. He assured me that XXXX and XXXX would be covered, and he walked me through setting up the payments to start on XX/XX/XXXX for the correct amount of {$300.00}. He said he would send me a confirmation email, but I have NOT GOTTEN ONE, and I hope a letter that gets to me. The case number for this is This is the THIRD time I am attempting the recurring payment system. Some would call me a complete XXXX for doing so, and I am really questioning this ; but I am very serious when I say I need to have help getting payments through because it is much easier for me at this point to have them automatically taken out, ( and now make more effort to monitor ) than to worry about mailing checks, etc. Unfortunately, your website is the only way I can do it. I seriously hope I do not have to chastise myself again for even trying this, and really regret it. Perhaps I am a glutton for punishment. Furthermore, I wish I had enough knowledge or insight to get a case number and ID number from the representatives who initially helped me set up my recurring payments online and then when I changed my account number. I guess, at the time, I saw no reason to even think about it because I truly felt I could rely on your team. Boy, I really do feel duped and dumb. I think in retrospect, aside from hand-delivering payments each month to whomever actually takes them, Ill really have to figure out the least painless way to get them to you ; and bypass the recurring payment system.\n\nJust so you know, NO ONE ever acknowledged, owned up to, or apologized for giving me misdirection in the first place. Funny that they offered to take my late payments off without me even asking ; yet they would not consider removing the credit marker. This is really smelling. Whatever happened to the customer is always right, the customer is our bread and butter, and we will do whatever we can to ensure the customer is happy and taken care of? XXXX really does not get it and they really do not care. I am living proof of this multiple times over. \n\nIt seems very odd saying this, but I have had wonderful dealings with XXXX in the past, and that is why I got a second one. I was even able to work successfully with the recurring payment system on my last account ( albeit trouble in the beginning that was remedied by a competent customer service rep ). I am at the point, however, where I am looking into getting out of my lease after only having the vehicle for four months because your company has literally made me sick to my stomach and fried my nerves -- even further. I am waiting to hear back from the general sales manager. \n\nI do not know who else to turn to. As I said, I do know, however, that the media, social media, friends and family, my congressman, and other agencies have and will continue to be supportive of my plight. I will use all my contacts and in-roads to finally be heard. People need to know how XXXX XXXX XXXX behaves and what they do to people. Hopefully no one else will have to go through what I am going through. As Ive said, I have tried to work through your channels and your processes to try to come to a solution that is mutually beneficial to everyone to beyond disgraceful results. # neverlexus # lexusdoesntcare # corporatebullies. \n\nI JUST want my credit marker removed and my credit and integrity restored. That is all I ever asked. And, I would like that you do not XXXX up my finances and money situation anymore. Am I furious, yes, but I certainly do not want to see anyone fired over this. Everyone is human, which XXXX has apparently forgotten. I do also hope that you look into training your staff to being more empathetic and customer friendly. This spewing of policy and statements as a mantra needs to stop. It really affects people. By the way, please take a look at https : //www.consumeraffairs.com/automotive/lexus-financial-services.html and you will find out how your company is horribly reviewed. Your overall rating is ONE star. My review ( s ) are there. That is just the tip of the iceberg as far as getting the word out. Its simply facts and how a customer believes they are being treated. Ive loved my XXXX vehicles, and I have always had outstanding service from XXXX before. I am really dumbfounded by this, and sincerely hope this gets corrected. \n\nAs I stated, I appreciate your attention to everything I have laid out and your utmost consideration with all these matters. I am sincerely hoping that you are different from the uncaring and unresponsive members of the XXXX XXXX Team. And, I thank you in advance. \n\nIf you choose to look into this matter, my account number is : and the VIN number on my current car is : Sincerely, CC : CC : XXXX XXXX, CEO XXXX XXXX CC :  XXXX XXXX, Executive Advisor to XXXX XXXX XXXX","date_sent_to_company":"2018-09-04T18:53:07.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"19382","tags":null,"has_narrative":true,"complaint_id":"3004658","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TOYOTA MOTOR CREDIT CORPORATION","date_received":"2018-08-28T22:41:34.000Z","state":"PA","company_public_response":null,"sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["That was the only benchmark to which this <em>credit</em> marker was based. NOTHING ELSE. He even mentioned something about <em>audits</em>, which is inappropriate and not my concern. And I believe it was him ( or another supervisor ) who <em>said</em> that XXXX does not base any of their <em>credit</em> decisions on customer loyalty. Well, Im sure you can imagine how dismissive, unbelievable, and rude THAT sounded."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"issue":["Problem with a <em>credit</em> reporting company's investigation into an existing problem"],"company":["TOYOTA MOTOR <em>CREDIT</em> CORPORATION"],"sub_product":["<em>Credit</em> reporting"]},"sort":[8.628772,"3004658"]},{"_index":"complaint-public-v1","_id":"2974427","_score":8.2439995,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I received a call today XX/XX/18 about XXXX from XXXX XXXX from CEO office at USAA. XXXX received my complaint from CFPB and decided to speak with me about all the research that was completed due to this compliant. USAA decided that all they were able to do regarding complaint # XXXX was correct the way they reported me past due 30 and 60 days on my credit report. This is great but it does not fix the problem it is only a temporary fix since now I must come up with {$1400.00} to bring my account current before I report 30 days past due again. When XXXX called me the last time today XX/XX/18 to inform me that per our conversation from earlier today when requesting her manager to call me that was not going to happen but she did talk to her and they decided to only fix the credit reporting side of my issue. I am so upset and very confused about how USAA thinks that this is ok. Their only come back is that they sent me delinquency letters which I told them I did not receive in the mail. I received a letter letting me know that the hard hit from an inquiry that was reported to my credit was corrected since it was USAA error. I am wanting the Modification corrected or I want this loan gone. I can't even refinance it due to my credit score with any Bank so I do not ever have to do business with this fraudulent bank ever again. I need them to understand that a small error can cause so many other things to happen in a members life and how your financial status can change they way people treat you. They continue to tell me what I did that was incorrect but not once did they ever say what they did incorrect from day one, I am not satisfied with their response I think I have a pretty good history with them they have collected enough money from me and my family who also served in the Military. I will continue to write letters and send several emails to higher up until this is corrected. I think that USAA needs to be audited by FDIC they will see that they have more then just my small error going on in that institution. In researching this Bank I found several complaints from several individuals who served in the military who feels like USAA just has taken advantage of the people who fought for our country to make a difference. USAA needs to know what XXXX   and XXXX means. Your members needs and concerns should always be important and when a member calls the call center the XXXX  and XXXX  should be educated and trained enough to help each and every member with all products your bank offers. I am expecting more from USAA then just a credit report correction. I need my concerns and issues addressed in a timely manner this issue has been going on since XXXX XXXX. I want USAA to explain to my children why I can't get their school supplies, clothes, shoes and buy food for the next two months. Tell them how I did qualify for the loan modification but my mailed doc 's did not get to USAA until the XXXX of XXXX which means I missed the deadline my 2 days. If USAA doesn't understand what loyalty means then maybe I can help educate them with information that I have learned in my past experience when dealing with customer service. I want USAA to understand I am not saying customers are always right but when you ( USAA ) drop the ball in the beginning you should be doing everything I mean everything to make it right and show the member that yes everyone makes mistakes but we as a TEAM ( USAA ) will do what we need to do to make sure the member will continue to trust in you ( USAA ). I think I deserve much more not because I think I am right realty I know I am. I know USAA had their legal team, CEO office and other team members research the situation but they are only stating the letters they sent to me I never received. The call that I made when I applied for the modification where I asked the rep can I make a payment anyways he stated no wait until the modification was booked the new due date would be XX/XX/18 which is what I expected. They mailed the forms that needed to be signed so I asked XXXX what happens if I did not get the doc 's on time then what would you do for me. She said I told you before XXXX XXXX you could have faxed them. Is the real issue due to me mailing the documents? USAA please send me the money I need to bring the account current along with compensation for the three months I have been calling your bank to try and get this completed. I have lost work time, family time, this issue has also caused my family so much extra stress and pain. I explained when I called back in XXXX before my payment was due that my husband already had military related issues which was causing my household income to change I am only one person trying to handle everything by myself at this time me and my children are already suffering due to his illness this is just one more thing to add to what we have going on. If you truly care about your members you will do the right thing. Food for thought just because I am a XXXX   woman married to a XXXX man does not give you the right to judge us. I know during the 1st few calls I received from certain individuals they seemed to want to help after doing account research when higher up called it seemed as if the calls were very rude and condescending. I will continue my research to make sure I am being treated equally.","date_sent_to_company":"2018-07-26T19:28:42.000Z","issue":"Struggling to pay your loan","sub_product":"Personal line of credit","zip_code":"32444","tags":"Servicemember","has_narrative":true,"complaint_id":"2974427","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2018-07-26T16:34:16.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["USAA decided that all they were able to do regarding complaint # XXXX was correct the way they <em>reported</em> me past due 30 and 60 days on my <em>credit</em> <em>report</em>. This is great but it does not fix the problem it is only a temporary fix since now I must come up with {$1400.00} to bring my account current before I <em>report</em> 30 days past due again."],"sub_product":["Personal line of <em>credit</em>"]},"sort":[8.2439995,"2974427"]},{"_index":"complaint-public-v1","_id":"12975224","_score":8.002139,"_source":{"product":"Mortgage","complaint_what_happened":"STATE OF NEW YORK\nWESTCHESTER COUNTY\n--------------------------------------\t\t\t\t   \n\n1.\tThe post office address of the claimant is 148 Clove Road, New Rochelle, NY 10801.\n(Plaintiff herewith listed is also known as, her, she, me, my, I, and claimant.)\n\n2.\tThese claims arises from the acts and omissions of the defendants The State of New York. Details of said acts and omissions are as follows:\n\n\n3.\tCAUSES OF ACTIONS: (CoA)\nThe Plaintiffs Cause(s) of action is a legal claim that allows her to seek judicial relief. These CoAs gives the Plaintiff the legal right to seek a remedy and relief from the State of New York because of acts of omission, failure to perform duty to protect, and the breach of the States obligation to keep its citizen, the Plaintiff, from harm, the harm that is still existing and still being allowed by the defendant(s), and that is being perpetuated on the Plaintiff by immoral groups, companies, entities, and individual persons, that has committed fraud, and illegal transactions against the Plaintiffs mortgage, and is still stealing from the Plaintiff, and that has brought severe financial and emotional harm to the plaintiff. The Plaintiffs CoA is also for the group of operative facts that is giving rise to more than one basis for suing; factual situations and matters that entitles me, the Plaintiff, to obtain a remedy and relief in court from my New York State, that failed to protect me and has been derelict in the duty to protect me from fraud, harm, destruction, illegal dealings, and abuse from these bad entities.\nThe CoAs listed are the Mortgage frauds and the fraudulent transactions and theft of over $500,000.00 from the Plaintiffs home and equity done by misconduct to her mortgage and escrow through fraud and deliberate theft by: Countrywide, XXXX XXXX XXXX New York Bank of Mellon, XXXX XXXX XXXX XXXX XXXX servicers. The loan numbers listed below are the loan numbers that was used to force illegal foreclosures, and then into illegal modifications. They used multiple loan numbers to divert the system, with ambiguity sidetracking, using these multiple loan numbers, by first, illegally applying, immediately, $5,000.00, to Plaintiffs loan stating the Plaintiffs original loan was $445,000.00, when in fact, the Plaintiffs original purchase price is only $440,000.00. The fraud to the Plaintiffs mortgage began immediately after she was already the victim of a Countrywide mortgage scam, and then immediately became victim to the XXXX XXXX XXXX, New York Bank of Mellon, and their servicers: XXXX XXXX XXXX and XXXX XXXX  Their  increases added to the Plaintiffs mortgage balance is transactional fraud, stealing, and deliberate theft. These bad acts began happening during the financial takeovers of the Plaintiffs mortgage from each entity, starting with XXXX XXXX XXXX transaction from Countrywide. Plaintiff was then illegally forced, immediately, into an illegal and secret foreclosure and modification with illegal secret and hidden fees, illegal balloons, that forced the Plaintiff into her escrow being managed by these new banks and servicers, who then began adding their illegal fees, and illegal interest, and increased interest rate into the Plaintiffs mortgage loan, and stealing escrow funds, all together stealing over $XXXX in funds and equity. These are the Loan numbers: XXXX XXXX XXXX XXXX Loan XXXX XXXX XXXX XXXX and Loan XXXX XXXX XXXX XXXX\na. CoA: Every month that Plaintiff makes a mortgage payment, plaintiff is forced to pay for the illegal inflated XXXX, and now the illegal ballooned balance of XXXX mortgage balance, that has risen, even more now in the year XXXX  Plaintiff bought her home in XXXX, and the purchase price was only XXXX (NOT XXXX, AS THESE 2-BANKS AND THEIR SERVICERS LISTS AS PLAINTIFFS ORIGINAL  MORTGAGE BALANCE). Before Countrywide defaulted and went under, Plaintiffs original mortgage balance purchase was only XXXX NEVER XXXX. WHERE DID THIS EXTRA XXXX  ADDED TO PLAINTIFFS MORTGAGE BALANCE COME FROM? The Plaintiff has been overcharged illegally since the Countrywide default and since these other 2-banks and their servicers took over the Plaintiffs mortgage and escrow. This has been and still is illegal, and Plaintiff has been and still is being forced to pay an illegal and inflated mortgage payment and escrow on an illegal balance. Twenty-two (22) years later, due to fraud, Plaintiffs mortgage has illegally increased to over XXXX. This is an abusive and outrageous derelict of duty allowed by the State of New York and its agencies that the Plaintiffs New York State government will not take notice of nor assist in the Plaintiffs many, many pleas for their help against this fraud and theft. The Plaintiffs mortgage should be less than XXXX, in XXXX, which is XXXX  years into my homes mortgage loan. I am XXXX  years old and should be retired, but I cannot retire because I have to pay for this illegal inflated mortgage. The Plaintiff has been placed into an extremely dire situation, by fraud, with no help, or remedy, or assistance for relief from her New York State government. I have a 30-year fixed mortgage in year 22 of my 30-year mortgage. The mortgage balance has risen taking the Plaintiffs home extremely higher in the mortgage balance instead of decreasing for a 30-year payoff.\nb. CoA: Countrywide was Plaintiffs mortgage bank that went under due to fraud. Her original mortgage was with Countrywide for XXXX that went under, due to fraud, became compromised and no one from the State of New York, nor the NYS Banking Department, nor the NYS Consumer Fraud Protection Bureau, nor the NYS courts, nor the Office of the Attorney General, would help the Plaintiff with this matter to determine the next steps or what to do with her abandoned Countrywide loan, even though she asked all of the agencies and the defendant(s) for help repeatedly. Plaintiff had no missed payments, and she was still paying her loan via the Countrywide website on time and still paying her own escrow on time. The Plaintiff was not aware or informed of Countrywides default by any government agency nor The State of New York as a homeowner, the victim of a Mortgage scam.\nc. CoA: The Plaintiff was not informed about this Countrywide fraud and their bank scam becoming invalid and in default or defunct by any State of New York agency. The Plaintiff  and her loan was left abandoned. The State of New York was and is derelict in duty to the Plaintiff.\nd. CoAXXXX XXXX XXXX XXXX XXXX took over Plaintiffs mortgage loan, but did not contact the Plaintiff immediately to inform her that they were her newly replacement mortgage holders, a very delayed harmful action. The State of New York still has done nothing about this delay by XXXX, who then began to deal fraudulently with the Plaintiff. The plaintiff asked and requested repeatedly for the State of New York and its agencies to look into this transaction transfer and nothing was done. The defendant(s) was and is still derelict in their duty.\ne. CoA XXXX  illegally damaged Plaintiffs credit and FICO score immediately taking over her mortgage loan. The Plaintiff only found out that XXXX  took over her loan, because when XXXX  took over, XXXX  immediately damaged Plaintiffs credit and FICO score, even though the Plaintiff  had never missed any payments, and was still paying her own escrow timely. The Plaintiff learned that BOA was her new mortgage bank  because the 3-credit bureaus informed the Plaintiff that her credit was listing derogatory information by the mortgage bank: XXXX. This is how the Plaintiff found out XXXX  was her new mortgage loan company, and this negative information was listed by XXXX, in the excessive amount of over XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX  had not contacted the Plaintiff at all prior to their bad derogatory information listed on her credit file or to inform the Plaintiff they were her new mortgage bank. The purchase price of Plaintiffs mortgage in XXXX XXXX was only XXXX All 3-credit bureaus investigated her complaint and dispute of the credit damage and excessive amount, but XXXX  upheld the XXXX  balance stating the mortgage balance was correct. I made numerous complaints to my state agencies and government, but no one from any New York State Agency or government office would contact me back or communicate with the Plaintiff at all. A derelict of their duty to the Plaintiff. Especially, after the Countrywide mortgage scam.\nf. CoA: XXXX XXXX XXXX XXXX  then immediately added an illegal balloon onto the Plaintiffs mortgage loan along with secret, and hefty illegal fees, illegal interest, and a high interest rate, done, after destroying the Plaintiffs creditworthiness. A fraudulent and illegal act that my State of New York has still not helped to protect the Plaintiff from of help remedy with a relief.\ng. CoA: XXXX  will not give Plaintiff the information that states why they applied these secret and illegal actions: ballon, fees, excessively added interest, high interest rate, and illegal damaging derogatory information to the credit reports, against the Plaintiff and her loan, and to date, XXXX,  is still avoiding and refusing to give this exact financial accounting for the breakdown of these illegal add-ons and the balloon. Just that there is a ballon, and I have to pay it, was their customer services response to the Plaintiff. The State of New York and its agencies allowed these banks and their servicers to send out erroneous information and documents and did nothing to stop the fraud and theft. The act of omission and dereliction of duty to the Plaintiff by her State of New York and its agencies.\nh. CoA: The Plaintiff asked the State of New York and its agencies for help; they did nothing to assist or help her with this illegal situation or in an investigation: (The NYS Banking Department, The NYS Consumer Fraud Protections Bureau, The NYS Office of the Attorney General, the NYS courts, [and the Federal Court who I will also list a CoA for in this Claim.]. These New York state agencies gave no help or remedy or relief to the Plaintiff. The act of omission and a dereliction of duty.\ni. CoA: XXXX  then tried to secretly foreclose on the Plaintiffs loan. When the Plaintiff proved that she had never missed payments, XXXX  then forced the Plaintiff into an illegal modification that also added more illegal hidden fees and illegal interest and an even higher interest rate. The NYS courts would not stop this illegal action against the Plaintiff and would not allow me to appear in court to state my case with evidence. The State of New York did nothing to investigate or help the Plaintiff in this fraud and scam. The Stat of New Yorks bad acts of omission and dereliction of duty. The Judicial system would not help, even with evidence of proof from the Plaintiff. \nj. CoA: The Plaintiffs State of New York agencies and NYS courts would not help me or stop this harm and abuse of fraud. Plaintiff will show that she hired a law firm of attorneys for help: The Radow Law Group, that stole Plaintiffs retainer funds and lied about a litigation they never started and that never happened, and that they had never filed court papers, and never appeared in any courtroom on behalf of the Plaintiff. But this Radow Law Group billed Plaintiffs retainer for these fees. Nothing was ever done, just additional fraud to the Plaintiff by these attorneys. The Plaintiff know these Radow attorneys never did anything because the court and judge told the Plaintiff that the court had never heard of these attorneys, and they were never in any New York State court about my mortgage case, or for the Plaintiff, for any reason, and that Plaintiffs case was never filed and there was no motions or appearances by these attorneys: Radow Law Group. [I will list and show the cause of action against the State of New York in reference to this Radow Law Group in this claim  See exhibits.] When I tried to get help with these fraudulent attorneys, while still trying to get help with the fraudulent mortgage, the State of New York and its agencies did nothing to help. The act of omission and a dereliction of duty.\nk. CoA: XXXX XXXX XXXX immediately damaged Plaintiffs credit report so she could not refinance elsewhere after finding out about the Countrywide fraudulent scam and the (Plaintiff has the XXXX  apologizing letter for damaging her credit that was issued much too late), because the Plaintiff presented refinance documents from another bank (Peopless Bank), the bank that was going to help Plaintiff refinance away from the XXXX  fraud, and because Plaintiff was able to present to Peoples Bank her on time mortgage and escrow payments, and credit history before the Countrywide scam and XXXX  takeover of her mortgage, Peoples Bank was willing to refinance the Plaintiff, but the damages done by XXXXXXXX  and XXXX  deliberate slowness to correct the Plaintiffs credit reporting, caused delays for the refinance, and made the Plaintiff lose her good interest rate from Peoples bank, and lose out on the refinance because Peoples Bank could not wait for such a delay waiting for XXXX  correction, and XXXX  duty to respond promptly. The State of New York did nothing to help with this matter. The act of omission and a dereliction of duty.\nl. CoA: XXXX  fraud: hidden fees, illegal ballon, excessive fees, excessive interest and increase interest rates, and damages to Plaintiffs credit, prohibited the Plaintiff from being able to refinance away to stop the fraud and drove Plaintiffs other credit obligations into a dire situation, including Plaintiffs employment. The NYS Office of the Attorney General, nor the NYS agencies, nor the NYS courts, [and the Federal Court who Plaintiff will also list as a CoA for in this Claim,] is the defendant(s) act of omission and a dereliction of duty\nm. CoA: XXXX  then immediately sold Plaintiffs mortgage to New York BANK OF MELLON  (NY-BOM), before correcting Plaintiffs credit, who then also added their NY-BOM fraudulent and hidden fees, illegal balloon, illegal interest, and illegal fees, interest, and high interest rate to Plaintiffs mortgage that was already subjected to fraud and theft. Plaintiff  continually asked the State of New York and its agencies for help; they did nothing to assist or help the Plaintiff with this illegal situation or launch a viable investigation: not (The NYS Banking Department, The NYS Consumer Fraud Protections Bureau, The NYS Office of the Attorney General, nor the NYS courts, [and the Federal Court who Plaintiff will also list as a CoA for in this Claim.] The defendant(s) act of omission and a dereliction of duty.\nn. CoA: Both XXXX XXXX XXXX and New York Bank of Mellon used the mortgage servicer: XXXX XXXX XXXX XXXX who then put their XXXX  servicers fraudulent hidden fees, illegally forced Plaintiff into another escrow that they took over. The NY-BOM and XXXX  then began to charge illegal escrow fees to the plaintiff by force with unlawful, illegal interest into the Plaintiffs mortgage loan and then began to steal the funds from the Plaintiffs escrow account, that she was forced into with a new and illegal modification from NY-BOM, along with XXXX  additional hidden fees. The State of New York and its agencies still has not helped the Plaintiff and is still allowing the Plaintiff to be harmed, abused, and subjected to severe fraud and theft. The Plaintiff was suffering trying to hold onto her family home. The act of omission and dereliction of duty by the State of New York to the Plaintiff.\no. CoA: These three (3) banks: Countrywides fraud, XXXX XXXX XXXX  Fraud, New York Bank of Mellons fraud, and the servicers: XXXX XXXX XXXX  and now XXXX, has to date: XXXX XXXX  stolen over $500,000.00 (Five hundred thousand US dollars), in funds and equity from the Plaintiff, the Plaintiffs home, and equity by their fraudulent activities and excessive thefts. The Plaintiffs New York State government, the State of New York agencies, courts, and NYS Office of the Attorney General still has done nothing to protect the plaintiff from this fraud, harm, abuse, and theft with no remedy or relief. An act of omission and a dereliction of duty.\np. CoA: XXXX theft of Plaintiffs escrow funds is still continuing, and XXXX  continue to demand more and more funds. XXXX  demanded so much excess funds for my escrow, they started taking my mortgage payment, illegally, to pay my escrow instead of my mortgage loan. By doing this they tried to place the Plaintiff into a foreclosure, again, and then they placed the Plaintiff into another new modification again, with hidden fees, and adding more illegal fees. The State of New York did nothing to stop this and allowed this abuse, harm, fraud, and theft. An act of omission and a dereliction of duty to the Plaintiff. The Plaintiff has continually asked for help.\nq. CoA: SLS then rejected Plaintiffs mortgage loan payments when she complained and asked for a forensic financial accounting, and for a request to escrow-out as they had promised to do, once the Plaintiff proved they were stealing her escrow funds, but the Plaintiffs State of New York has still done nothing to address this fraud, abuse, theft, and harm to the Plaintiff. An act of omission and a dereliction of duty to the Plaintiff by the State of New York.\nr. CoA: SLS stated they took the mortgage payments to pay Plaintiffs escrow, (an escrow that Plaintiff had always paid: her taxes and HO insurance, herself, with not problems and never late). These SLS servicers late payments continued that eventually initiated the tax assessor to contact me because the SLS was not paying the taxes out or on time. SLS told bogus lies about the escrow funds they were stealing from the Plaintiff escrow account. SLS said that the Plaintiffs taxes went up and the insurance premiums increased. These were lies that Plaintiff proved in writing to the State of New York agencies, NYS banking Department, the CFPB, and the OAG. But these agencies and government offices did absolutely nothing to stop these lies and fraud. An act of omission and a dereliction of duty to the Plaintiff.\ns. CoA: The Plaintiff proved SLSs fraud and lies for the escrow thefts, but still the State of New York did nothing to help the Plaintiff or her mortgage. Plaintiff proved that she had grieved her own taxes, (something these servicers would never do), and by the Plaintiff being a senior citizen her age brought her taxes down (documents available in exhibits). Plaintiff proved that SLS lied about the homeowners (HO) insurance premiums. SLS stated they were told by the insurance agent that the Plaintiffs premiums increased and SLS presented false insurance documents, not knowing that the Plaintiff was the insurance agent on her policy and is still the writing insurance agent for her own homeowners insurance policy, since 2003. But, the State of New York, its agencies, NYS courts, or NYS government did nothing about these lies and thefts. So, Plaintiffs mortgage payments and escrow was continually (and is still continually be stolen). These escrows payment are the means that helps SLS and its banks steal funds and equity from the Plaintiff and her mortgage. (Documents of evidence available) An act of omission and a dereliction of duty by the State of New York to protect the Plaintiff.\nt. CoA I, XXXX XXXX  Plaintiff, was just billed by XXXX, now SXXXX XXXX an illegal charge to the escrow for school taxes. Shellpoint demanded more escrow dollars from me to make this payment. I had just had a demand for more escrow dollars in  XXXX from XXXX, before XXXX  took over servicing for XXXX to pay taxes that are fraudulent demands. When XXXX  demanded more excessive funds from me again, four months later in XXXX  I called the tax assessors office who told me that my taxes were now in XXXX XXXX XXXX XXXX because I am XXXX  years old and my taxes has been reduced from over XXXX and this is the balance that was billed to my mortgage.  The tax assessor also sent me the document they sent to XXXX  that clearly indicated this information and that the bill would only be XXXX  and not the payment of XXXX because it has been reduced, and the new payment is only $2,352.07 (documents available in the exhibits). SLS/Shellpoint was charging the Plaintiffs escrow illegally and stealing the funds from the escrow account). (Document from assessor tax letter). Where are these funds stolen from the escrow? NOW IN XXXX XXXX XXXX XXXX FOR THE XXXX  IS ASKING FOR MORE FUNDS FOR THE ESCROW ACCOUNT. Again, where are the funds from the XXXX that has been stolen? The State of New York and its agencies still has done nothing to remedy these thefts of abuse and has not helped in any relief from this harm to the Plaintiff. An act of omission and a dereliction of duty.\nu. CoA: The Plaintiff has been asking: XXXX, The State of New York, The Consumer Fraud Protection Bureau, The NYS OAG for help, to find out where these stolen funds from the Plaintiffs escrow are that has been disappearing, because these dollars are no longer in her escrow account up to the date XXXX XXXXXXXX  is still demanding more escrow funds from the plaintiff: XXXX XXXX. WHERE ARE THESE STOLEN FUNDS? The State of New York and its agencies still has done nothing to remedy these thefts of abuse and has not helped in any relief from this harm to the Plaintiff. An act of omission and a dereliction of duty.\nw. CoA: To date: XXXX XXXX each and every time that Plaintiff makes a mortgage payment, since Countrywide defaulted on their fraudulent scam mortgage loan, the Plaintiff  has been subject to even more severe, scam, fraud, financial abuse, and emotional abuse, that has placed her in financial and emotional harm and her State of New York, its agencies, Courts, NYS OAG has done nothing to protect or assist her in getting back the equity and funds stolen and to finally stop this continued theft of the Plaintiff and her mortgage. The State of New York and its agencies still has done nothing to remedy these thefts of abuse and has not helped in any relief from this harm to the Plaintiff. An act of omission and a dereliction of duty.\nXXXX. CoA: The Plaintiff had just recently tried to hire a forensic audit company. I requested the service of this forensic accountant (listed below), to audit my mortgage. He was ready and avidly pursuing my audit request. At a $10,000.00 fee. He was: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX  Try the Loan Calculator\nRecommended by the American Bar Associations Guide to Homeownership\n\nBut, when I told him I would be ready to start a case to go into court with him and his findings, once he completed the audit, he said he only does the forensic, he does nothing in court and would give me his findings on paper. I told him I will hire an attorney to help me in court and for him to communicate the audit findings with the attorney that I hire to take into court. Immediately this XXXX XXXX then sent me an email saying he could no longer help me. I have not been able to contact him since.\n\nAll the Plaintiff did was offer to hire an attorney to assist the forensic mortgage audit and take the information he concluded in his audit into court. Plaintiff believes she, once again, was about to become a victim of dishonesty, theft, and fraud. The State of New York has repeatedly allowed the Plaintiff to be subjected to fraudulent abuse. An act of omission and a dereliction of duty.\n\ny. CoA: The Plaintiff just recently file a lawsuit, as pro se, because all efforts to hire a professional representative became subjected to fraud. The court case that was recently filed is the followingXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX interceded and help me with this dishonest judge. But XXXX  does not litigate. There are also multiple cases that I had filed in the Supreme Court in White Plains, but they cannot seem to find the state docket numbers, even though I paid the filing fees, motion fees, and XXXX  fees. The XXXX XXXX XXXX  never filed my action, I had too. This XXXX fraud almost sent me into a foreclosure and forced another modification with hidden fees and excessive interest. I still have not received any help about this fraud from my State of New York, or its agencies. An act of omission and a dereliction of duty.\nz. CoA: The defendant(s) dereliction of duty to the Plaintiff constitutes extreme and outrageous conduct. But for the dereliction of duty and bad acts and omissions by Plaintiffs State of New York and its agencies to the Plaintiff, who has been severely harmed and abused by these mortgage banks, their servicers: XXXX and the XXXX XXXX XXXX et al, the Plaintiff would have been remedied. Today, XXXX  the XXXX XXXX just raised my mortgage payment by over XXXX per month, because they are trying to force their PSI insurance company into my home insurance at XXXX, annually, with their fees per installment and my XXXX  insurance is only XXXX. Additionally, XXXX  states that my taxes have increased when I proved that my taxes, due to my XXXX XXXX XXXX  as a senior, has decreased. WHERE ARE THE XXXX  FUNDS THAT XXXX  DEBITED FROM MY ACCOUNT A FEW MONTHS AGO: ILLEGALLY? XXXX  MADE THE PROMISE TO ALLOW THE PLAINTIFF TO ESCROW OUT AND PAY HER OWN ESCROW AFTER PLAINTIFF MADE 12-MONTH OF ON TIME PAYMENTS. THE PLAINTIFF HAS MADE YEARS OF ON TIME PAYMENTS SINCE THE LAST ILLEGAL FORCED MODIFICATION, AND THE PLAINTIFF IS STILL BEING FORCED TO PAY THE ILLEGAL ESCROW THAT THE BANK & SERVICERS ARE MANIPULATING TO THEIR BENEFIT WITH ILLEGAL DEMANDS FOR MORE AND MORE FUNDS AND FEES. THE ESCROW MUST BE REMOVED FROM THE BANK AND SERVICER AND BACK TO THE PLAINTIFF.\nPlaintiff states here in this legal complaint these causes of action and request for remedy, relief, and immediate help from the State of New York, the defendant(s).\nAdditionally, but for the purposes of the intentional infliction of financial fraud, emotional distress and abuse, the extreme and outrageous illegal dealings and conduct of the mortgage banks, servicers, and law firms, it is these entities actions that is so severely inappropriate, and illegal, and harmful to the Plaintiff, that it is outside of the bounds of what is tolerated by anyone in society, and the Plaintiff request a remedy and relief from the defendant(s), from the State of New Yorks due to the dereliction of duty and bad acts of omission to the Plaintiff. These entities thefts and frauds are so unacceptable that it is not okay by the Plaintiff, according to society's standards, to be abused and harmed and subject to such financial fraud and scams and that it is the defendant(s) dereliction of duty that should not have allowed the Plaintiff to be so unjustly harmed. The Plaintiff has had no protection from the State of New York, its agencies, and governments. The Defendant(s) bad acts of omission and dereliction of duty to the Plaintiff.\nBut for the State of New York and its agencies, who still has done nothing to remedy these thefts of abuse, scams, and harm to Plaintiffs financial situation by these frauds, her stolen equity in the amounts of over $500,000.00, and being forced to pay an illegal and excessive mortgage payment, still monthly and illegal escrow funds, still to date: XXXX XXXX  on the fraudulent balance of oveXXXX XXXX  the State of New York is in a very bad act and omission and dereliction of duty to the Plaintiff for no help at all and has failed to help the Plaintiff receive any remedy and relief from the bank, servicers, New York State agencies, courts, or the NYS OAG, from these fraudulent entities. This leaves the Plaintiff heavily burdened and unable to find justice, even in her own out-of-pocket by hiring professionals with retainer fees, due to the lack of help from the State of New Yorks failure to protect and enforce laws to ensure legal dealing for the Plaintiff, and her right to justice.\nThe Plaintiff, therefore, is seeking a remedy and relief from the State of New York in the amount of XXXX  (Eight million, and five hundred thousand US dollars). This calculation is for the harm the State of New York allowed mortgage banks, entities, and others to operate illegally against the Plaintiff with illegal dealings and who committed repeated fraud against the Plaintiff, with the intent to commit fraud causing harm to the Plaintiff, that has been allowed due to the State of New Yorks dereliction of duty and bad acts of omission, that is still forcing the plaintiff to continue to payout to these corrupt organizations; who has been committing fraud against the Plaintiff and her home, for over 1XXXX years and is still continuing to do so in XXXX.\nThe Plaintiff respectfully request the remedy and relief or whatever relief the courts deems fair and faithful for the stolen funds and equity, and for the harm and abuse due to the bad acts of omission and dereliction of duty by the State of York to protect the Plaintiff. \nThat the Defendant(s) and its agencies in their bad acts of omission and dereliction of duty to the Plaintiff, allowed bad entities and their agents, and other individuals listed in this complaint to intentionally, maliciously, and without just cause, knowingly commit fraud and abuse to the Plaintiff and her mortgage that caused her irreparable harm.\nThat as a result of the Defendant(s) lack of actions to protect XXXX XXXX Plaintiff is forced to bring this lawsuit, pro se, with hopes of finally receiving justice, restitution, and an amicable remedy and relief.\nThe Plaintiff, XXXX XXXX XXXX pray for such remedy and relief as in law or equity that she may also be entitled.\n_","date_sent_to_company":"2025-04-15T11:38:05.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"10801","tags":"Older American","has_narrative":true,"complaint_id":"12975224","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF NEW YORK MELLON CORPORATION, THE","date_received":"2025-04-15T11:19:23.000Z","state":"NY","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["CoA XXXX  illegally damaged Plaintiffs <em>credit</em> and FICO score immediately taking over her mortgage loan. The Plaintiff only found out that XXXX  took over her loan, <em>because</em> when XXXX  took over, XXXX  immediately damaged Plaintiffs <em>credit</em> and FICO score, even though the Plaintiff  had never <em>missed</em> any payments, and was still paying her own escrow timely."]},"sort":[8.002139,"12975224"]},{"_index":"complaint-public-v1","_id":"10774418","_score":7.992184,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Complaint Against BMW Financial Services Fraudulent Charges, Mishandling of Payments, and Credit Reporting Abuse 1. Loan Background and Unapproved Charges In XX/XX/XXXX, I took a loan from BMW Financial Services to purchase a Certified Pre-Owned XXXX BMW XXXX XXXX with XXXX miles. I paid {$12000.00} down and financed {$25000.00}, believing this covered the car and necessary financing terms. However, I later discovered that BMW Financial had added unauthorized warranties without my knowledge. \nUpon realizing this, I canceled what I could in XX/XX/XXXXXXXX  and received a partial refund of {$3800.00}, plus another {$940.00} from a separate warranty cancellation. I requested these credits be applied toward my loan balance. \n\n2. Inconsistent Payment Applications and Hidden Interest Charges BMW Financial deducted my monthly payment of {$390.00} but inconsistently applied these payments toward interest and principal. When I contacted them, they claimed my payments were processed but did not fully apply them to the principal balance. \nAfter months of automated deductions, BMW Financial charged me over {$700.00} in a sudden interest payment, claiming I hadnt paid sufficient interest in the prior months. This interest charge was applied retroactively without clear explanation. \nThey falsely reported my account as overdue, and their practices led to a drastic drop in my credit scorefrom over XXXX to just above XXXXcausing significant financial damage as multiple credit lines reduced or closed my accounts. \n\n3. Erroneous Credit Reporting and Impact on My Financial Standing Despite making regular payments, BMW Financial has inaccurately reported my account as 30 days late since early XXXX. These repeated, false reports have caused substantial damage to my creditworthiness. \nI have contacted BMW Financial repeatedly, requesting accurate statements and dispute resolution, yet they have failed to correct the information. Their actions have resulted in multiple closures of credit lines and a major impact on my financial stability. \n\n4. Lack of Communication, Inconsistent Statements, and Website Issues BMW Financial has changed my email to an outdated account without my consent, leading to a lack of reliable communication and missing statements. Additionally, they have altered my account details, including removing my middle initial from my namea detail I had specified for fraud protection. \nFor over two years, I have been unable to access my account online due to a non-functional website, despite contacting BMW Financial repeatedly for support. Their representatives have been dismissive and unresponsive to my issues, even denying awareness of my submitted documentation and evidence. \n\n5. Ongoing Financial Manipulation and Fraudulent Charges BMW Financial continues to claim I owe {$2700.00}, despite my payments totaling far beyond the agreed principal and interest. They appear to be charging excessive interest and daily fees that were neither disclosed nor agreed upon. Their documentation also shows discrepancies, with an inflated total loan amount of {$47000.00}, nearly double the initial cost of the vehicle. \nI suspect manipulation of my account and records, as BMW Financial has failed to provide accurate amortization schedules, consistently showing incorrect amounts that vary by a few cents each month, leading me to believe these records have been altered. \n\n6. Transfer of Payoff Information to an External Bank Without Justification BMW Financial has instructed me to make my final payoff to a third-party bank ( XXXXXXXX XXXX XXXX XXXXXXXX ) rather than their own institution. This transfer raises serious concerns, as I did not authorize this arrangement, and it was not disclosed when I signed the loan agreement with BMW Financial. \n\n7. Additional Evidence of Fraud and Security Concerns I was notified of potential website security breaches by another automotive loan provider ( XXXX ), not BMW Financial, despite the actual compromise of my sensitive financial data. Furthermore, the finance department at the dealership where I purchased the vehicle was terminated due to fraud, raising questions about BMW Financials role and accountability. \n\nRequest for CFPB Action and Investigation I request a thorough investigation into BMW Financials interest calculation methods, hidden fees, and their unethical practices of handling payments and reporting to credit bureaus. \nAdditionally, I request that BMW Financial correct all false reports on my credit, reimburse the excessive fees and interest payments, and clarify the discrepancies in the loan principal and payoff processes. \nBMW Financials lack of transparency, failure to provide accurate statements, and hostile credit reporting practices have caused severe financial harm and emotional distress. I request an immediate intervention from the CFPB to hold BMW Financial accountable and prevent further victimization of consumers. \nAs well as make their web site compliant and secure, going over every string of code, especially when the button for the amortization schedule, when clicked returns a XXXX : null, and if I even get that far as into the broken account center, its usually just a white web page, with their header on it ; and a broken spinning wheel in the center that says sorry unable to process. See attached screen shots. \n\nThere is not a single doubt in my mind, that BMW Financial knows they were hacked. Their car software is also curropt ; letting bad actors access the cars internal sim, and get into the car, by blue tooth as well. I have gone to sleep and woken up the next morning with all trunks, windows, sunroof open and down. And I cant do that even if I hit the key by accident. They have done nothing but inflate the value of their cars, and in stead of investing the money into the online presence and security, compliance and data regulations, or the cars systems themselves, they pay employees generously to falsely report to collection agencies ; and damage good customers, for life : XXXX credit score to XXXX, I checked today. All because they are reporting missed payments when there are none. They need to be held accountable. The XXXX XXXX XXXX BMW FINANCIAL WAS JUST investigated and audited and the funds were arrested, and held, by a criminal investigation, the XXXX sees the truth. Its time America hold these crooks accountable. All the big corporations and financial companies, whom us citizens, hard working and struggling, put our money and our trust into them, and all for them to rob us, and damage us for the rest of our life. Please, DO NOT OVER LOOK THIS. They are COMMITTING MANY VIOLATIONS. Look at the total math ; each XXXX ; because if its XXXX cents they over charged one person, imagine how much XXXX customers at XXXX cents adds upto on stolen money. \n\nNow looking back at the documents, the amortization schedule sent to me from the employee at bmw, it said that, total payments would be XXXX, XXXX, and when you look at the loan agreement it shows total payments are XXXX, XXXX  not including the XXXX they only put down for the down payment, which I handed them XXXX cash and I took an image of the cash all laid out in XXXX dollar stacks, on the finance department mans desk. As proof, but its in my old phone. Thats almost XXXX missing. Where is the other XXXX XXXX coming from that made the total payments go from XXXX, XXXX  to XXXX, XXXX  as on the loan ageeement. Why are they taking interest out every month, and then adding interest onto the monthly amount of the principal as seen in the actual mathematical calculations on the principal balance written on each statement. Hence where they are adding in an additional interest amount. How can they take XXXX every month and then take XXXX in interest saying it wasnt paid over 8months. Where is the credit for all the {$500.00} payments made, and why do the statements have random negatives ; when they were paid. They have a total of XXXX missing payments I paid them, they didnt credit me for. XX/XX/XXXX, bmwfs as an over the phone payment and as well as a check from writing and sending one in. Now, my sons father wrote me a check which bounced, to me ; but that was with XXXX XXXX, not with bmw. I paid them directly. They as well have been reporting 30 days late every single month, and I have paid them ; XXXX XXXX statements show it. I have every single bank printed rolling balance, directly from the XXXX XXXX employees screen with routing and transit numbers, I have my monthly bank statements that are mailed and I have the statements from bmw mailed. The amortization schedule I can not get still because the website it broken. I dont want to over load you with documents but I will send a beautiful and neat copy of every document and log and email, and statement, since the day I started with the loan, and send it to both bmw fs and CFPB.","date_sent_to_company":"2024-11-12T05:15:34.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"07054","tags":null,"has_narrative":true,"complaint_id":"10774418","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BMW Financial Services NA, LLC","date_received":"2024-11-12T03:00:58.000Z","state":"NJ","company_public_response":null,"sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["They have done nothing but inflate the value of their cars, and in stead of investing the money into the online presence and security, compliance and data regulations, or the cars systems themselves, they pay employees generously to falsely <em>report</em> to collection agencies ; and damage good customers, for life : XXXX <em>credit</em> score to XXXX, I checked today. All <em>because</em> they are <em>reporting</em> <em>missed</em> payments when there are none. They need to be held accountable."]},"sort":[7.992184,"10774418"]},{"_index":"complaint-public-v1","_id":"3130534","_score":7.5498843,"_source":{"product":"Checking or savings account","complaint_what_happened":"I would like for the CFPB to reopen & review all the facts and evidence in my Debit Card Dispute # XXXX from XX/XX/XXXX on file with my bank, Ally Bank. The disputes are for about 50-60 seperate online transactions totaling about {$4500.00} from XXXX XXXX / XXXX Ally Bank says that i missed the deadline by a few weeks to file these disputes to be totally covered for all of the charges totaling about {$4500.00}. I was lucky to even piece together this fraud at all.\n\nAfter 90 days of waiting XXXX only refunded me via that dispute {$200.00} from the total {$4500.00} due. XXXX was not willing to cooperate.\n\nDue to the overwhelming evidence of fraud, that timeline should be waived, I should be 100 % protected as a consumer and a Government Agency needs to step in and have the computer system just refund me my money automatically.\n\nThe CFPB needs to approve my complete chargeback and have the dispute team at Ally Bank & XXXX , Inc reverse all of the charges and refund me my {$4500.00}.\n\nAlly Bank says that its limited as to what it can do but I need the CFPB to step in here and resolve my case.\n\nXXXX should not even be allowed to have a credit card machine or bank account.\n\nI have reported this to over 15 Government Agencys Including : The XXXX XXXX XXXX : Case XXXX  The Federal Trade Commission : Case # XXXX   The California Dept of Insurance : Case # XXXX  The Florida Dept of Financial Services : Case # : SR # :XXXX Dispute with My Bank : Ally Bank , Dispute # XXXX  Also see my previous complaint to the CFPB regarding XXXX XXXX XXXX / XXXX   / XXXX XXXX XXXX XXXX which the CFPB said on XX/XX/XXXX that it has been forwarded to the FTC . * Complaint number : XXXX * Date submitted to CFPB : XX/XX/XXXX In my case with XXXX XXXX / XXXX / XXXX XXXX XXXX XXXX my evidence & findings will show that Renters are provided with vehicles with serious defects, are not warned of potentially dangerous conditions that may exist or develop and are deprived of valuable information as to the true condition of their rental vehicles along with deceptive practices and unfair charges.\n\nXXXX XXXX / XXXX / XXXX XXXX XXXX XXXX used deception, deceptive & unfair practices, fraud, false pretense, false promise, misrepresentation & concealment as well as suppression & omission of material facts.\n\nXXXX XXXX, XXXX rented me 3 junk title, salvage, rebuilt title cars for 90 days at {$50.00} per day with full price insurance for cars that should not even be on the road as if they were new/undamaged at full price / top dollar prices. Their website says no junk title, salvage, rebuilt title cars allowed. When I brought it to their attention with proof they said I'm lying. They gave me the run around & now they even blocked my phone number from being able to call their XXXX Customer Service #. These guys did fraud on me, gave me an unsafe vehicle, gave me a poor quality product that was not as described, they failed to protect me as a consumer, they failed to properly inspect, confirm & certify the products they allow on their platform, they never disclosed anything to me and when confronted with this they lie and deny it all and then when I sent them the proof they totally ignore me & block my phone number. I have proof of all conversations & of all the evidence.\n\nThe full coverage they charged me for was with XXXX XXXX XXXX XXXX XXXX/ Policy # XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX , CA XXXX  XXXX XXXX Also, I have reported these guys to every agency that exists. I need help to get my money back.\n\nMy bank via dispute was unable to get me my {$4500.00} back because i missed the deadline to file a dispute by a few weeks.\n\nAfter months of giving me the run around XXXX finally wanted to arbitrate with their company XXXX / Dispute # XXXX / Arbitrator : XXXX XXXX XXXX, License # 193606, State Of California Bar I sent XXXX over 50 pages of evidence and proof that the damages I recieved were financial. After 2 weeks of wasting my time the arbitrator said that I lost the case and I dont even deserve 1 penny.\n\nNow XXXX is not honoring my request to have my decision appealed.\n\nI wrote this to XXXX  & to XXXX : It seems only right that I deserve an appeal and or an award of some sort When you step back and see the bigger picture of what is going on internally with XXXX here you start to notice a pattern.\n\nThe pattern is that XXXX is renting rebuilt, salvage, junk title cars with no disclosure on purpose to consumers as if they were undamaged at the highest possible price that you can rent a real undamaged car for per day at about {$40.00}. Plus they add {$13.00} per day of full coverage insurance for a junk car that is not even really insurable with full coverage. Their computer system must know these cars are junk but they turn a blind eye so they can make false profits.\n\nThen they sit back and wait to see who complains, they give them the run around for as long as they can, then whoever get to XXXX arbitration will never win the case or any money because XXXX has a nice scam going on here with the way they word their contracts.\n\nAnd they save all that money by just paying XXXX  a monthly retainer fee.\n\nThis is unfair and unethical behavior by a business. It really shows alot. XXXX also should not be associated with these fraudsters.\n\nI can't believe that the arbitrator did not even award me one penny. She said I failed to prove any damages. The damages were to my pocket. The damages were financial. Not to mention how they lied about everything and put me on a mission instead of giving me back a 50 % refund of {$2300.00} or so in the beginning.\n\nMy bank said if I would of disputed this in time I would of gotten back all of my {$4500.00}.\n\nSo I can't believe that the arbitrator didn't give me an award. And I am sure a jury will side with me.\n\nI will be fighting this to the end and now today i will include XXXX  as part of this full circle fraud lawsuit with XXXX. The top XXXX   bosses must know about this pattern.\n\nXXXX  and XXXX are putting people in danger and putting profits over human lives and zero regard for people financial stability or safety.\n\nThey basically sold me on a nice chocolate bar wrapped up in a bow with 24k gold paper 4 times in a row but when you start to see, taste and smell the chocolates up close and you start to decipher the recipe and ingredients and you do some research and you stumble on something then you realize that you really just ate 4 bars of dog poop. And with no warning or disclosure on the wrapper or website.\n\nRead My Entire Story Below : XXXX Rented Me 3 Salvage/Rebuilt Title Vehicles as if they were new/undamaged at full price / top dollar prices. Their website doesn't allow these damaged cars at all.\n\nThe representative said over the phone that the 3 cars seemed to fall threw the cracks and it made it onto their system 3 times in a row unchecked for salvage or rebuilt titles, where i ended renting them at top dollar prices for a junk car thats worth atleast 50 % less in value. They said that the car owner scammed them. I told them that, that is not my fault or problem. They put me in an unsafe vehicle. They never disclosed this to me and the product quality was not that of what i chose & agreed to pay for. I believe i paid off this guys junk cars with all the days that i rented it. Now he has a free car that i got ripped off on and i paid for.\n\nI rented 3 vehicles from the same owner on this platform. I rented these 3 junk cars for about 90 days in a row at {$50.00} per day for a grand total of about {$4500.00}. The rental dates were fromXX/XX/XXXX - XX/XX/XXXX.\n\nIt came to my attention on about XX/XX/XXXX that these cars all had damage. I contacted XXXX about this. The first rep said that the vehicle owner and his cars would be kicked off the platform. Then i asked for a 50 % refund for having over paid and being ripped off for a subpar product.\n\nThey said they would escalate it to the manager. The manager wrote back to me in 15 minutes and said that after careful review of the Florida DMV Database none of the cars had a rebuilt/salvage title. And he said that because of that reason my 50 % refund would be denied.\n\nI asked for proof of their findings and at the same time i did my own research and provided them with the evidence that all 3 cars were in fact rebuilt/salvage titles. They never responded to me after i sent them the proof. I then told them that they are giving me the run around and that i now want a full 100 % refund. I also tried to call them several times while i waited on hold for 15 minutes and an answering machine says to leave a message that no one will ever respond to. i finally got someone to answer on about XX/XX/XXXX and they said that the manager from the billing department knew about me and my problem and that they would be researching it. They never got back to me and no one answers the XXXX   #.\n\nThis Is The FREE FLORIDA DMV VIN # CHECK WEBSITE : XXXX XXXX XXXX These guys did fraud on me, gave me an unsafe vehicle, gave me a poor quality product that was not as described, they failed to protect me as a consumer, they failed to properly inspect, confirm & certify the products they allow on their platform, they never disclosed anything to me and when confronted with this they lie and deny it all and then when i sent them the proof they totally ignore me. I also had my bank helping me fight this.\n\n( Update : On XX/XX/XXXX My bank via dispute was only able to help me recover {$100.00} for 2 rental days & another {$100.00} for another 2 rental days for a total of {$200.00} for 4 rental days. Every rental day with insurance was exactly {$51.00} ) I have attached that evidence as well.\n\nMy bank was unable to help me recover anything more than the {$200.00}. I missed the deadline for the dispute protection timeline they say because I rented the cars from XX/XX/XXXX - XX/XX/XXXX but did the chargeback a bit to late towards the end of XX/XX/XXXX when I luckily found out about what XXXX did to me by putting 2 and 2 together and then I started asking XXXX questions. I feel that the dispute timeline should be waived do to the circumstances of fraud and deception that took time to unravel I have proof of all evidence and of the email conversations back and fourth between me and XXXX   which has been attached.\n\nI also believe that they still have these damaged cars on their platform and are charging people top dollar and not disclosing this information to them. I know there are more victims out there even after it has been brought to XXXX  's attention. These are unfair business practices that all of the management and employess in that business are aware of and they practice everyday. They are putting profits before peoples safety.\n\nI believe that these are grounds for a civil / class action lawsuit if they dont refund my money and stop these unfair practices. They are in the stock market under symbol : XXXX, they cant be doing this to people. They are also reporting profits earned that are based on these unfair and unsafe business practices.\n\nXXXX  has put me on a roller coaster ride back and fourth for over 5-6 months trying to recover my money and resolve this. I have wasted an extraordinary amount of time & energy doing research, making phone calls, writing emails, responding to emails, copying and pasting evidence, waiting on hold, and spending countless hours writing, documenting and reviewing all of my writings, documentation and organizing evidence, etc all due to XXXX  continuous lies and ways that they cheat & treat the consumer.\n\nI estimate that I have wasted about 75 hours of my personal time doing all of this work during this ordeal these 5-6 months. Not to mention that XXXX has dragged this on for almost 6 months for no reason when I have been trying to resolve this directly with them in good faith from the beginning.\n\nXXXX  left me out in the cold and they made me feel violated and I felt taken advantage of. I felt as if no one can hear me screaming for help. On top of everything they played games back and fourth and made me feel voiceless and helpless. They blocked my phone number from being able to call their XXXX  customer service number for help and they stopped responding to my emails. This caused me and is still causing me terrible stress.\n\nDuring this entire ordeal I have provided an overwhelming amount of evidence and proof of about 30-50 pages in length and XXXX  has just replied with 3 sentences in total.\n\nThis is what XXXX responded to the XXXX  with : Thank you for the opportunity to respond to this consumer complaint concerning the vehicles they rented on our platform.\n\nOur rentals are offered for ride-share drivers, and the reason for not allowing Salvage or Rebuilt titles on the site is due to most areas not accepting these types of vehicles for use with XXXX / XXXX.\n\nAs the vehicles are listed by the owners, not all states registrations show the salvage or rebuilt status on the documents used to verify a vehicle for the platform.\n\nAll vehicles mentioned by the consumer, including the user who listed them have been permanently removed from our site.\n\nThe price paid for these vehicles is set by the owner and the prices paid for rental of the consumers vehicles was {$30.00} - {$39.00} per day.\n\nDuring the entire duration of these rentals, the vehicles cause no issues for the consumer. We have no records of the consumer reaching out concerning these issues until after the rentals have ended.\n\nIf issues with the mechanical functionality with these rentals had occurred, then a refund would be due, however the renter kept the vehicles without incident and at this time no refund will be honored.\n\nI did NOT accept XXXX response via the XXXX XXXX XXXX Case # XXXX  and i wrote back to them explaining why below : There is NO excuse for allowing me to rent 3 seperate UNSAFE salvage / rebuilt tilte vehicles from the same person. My life was put in danger & so was the lives of my passengers. Your platform must have a robot or a human manually verify each and every vehicle that you have on your website by running the vin number on XXXX or XXXX. it costs money to do that and you guys dont want to pay for that safety check.\n\nYour response for not allowing salvage / rebuilt titles on your site is that : its due to most areas not accepting these types of vehicles for use with XXXX  / XXXX. Instead you should say that you do NOT allow salvage / rebuilt title vehicles on your site because they are unsafe pieces of junk that have been totally damaged and no one knows if someone has even died in these vehicles, these cars are worth XXXX dollars and they are ticking time bombs. I was a driver for only XXXX. I was also let down by XXXX because they didnt catch these junk cars that made it onto their system. XXXX  was the second line of defense to protect me and they also let me down.\n\nXXXX is trying to put the blame on the car owner that put his 3 junk cars on the website, but XXXX can not allow a random person to do that without fully verifying that the vehicle they have is not a junk car / death trap. They have no safety measures in place and that is totally unnaceptable. As the saying goes : \" Trust But Verify ''.\n\nXXXX  says that vehicles are listed by the car owners, and some states car registrations & documents do not show a vehicles title status when they upload a car to their platform.\n\nThat makes no sense. They have to have a way of verifying the junk that people are putting on their platform. I did the research for 3 cars and found everything out in 5 minutes by myself.\n\nNow they say that the user has been kicked out of the platform and all of his cars have been removed, but it is too late for that, he already ripped me off and stole my money. And I was the one that did all of the research and provided the evidence that got him kicked out. I did all the work.\n\nXXXX  also says that : The price paid for these vehicles is set by the owner and the prices paid for rental of the consumers vehicles was {$30.00} - {$39.00} per day. So XXXX allowed this guy to put a junk / salvage / rebuilt title car on their platform that is worth XXXX dollars or maybe {$190.00} PER MONTH at most so he can rent it to me for {$40.00} PER DAY which is equal to {$1200.00} PER MONTH.\n\nI believe that i totally paid of all of this guys junk cars, so now he has a free car that i paid top dollar for when it was worth XXXX. On top of the {$40.00} PER DAY car rental fee i had to pay {$13.00} per day for INSURANCE which is equal to {$400.00} PER MONTH for a junk car that the insurance should really be about {$75.00} PER MONTH. So in total i paid {$1600.00} per month for a car that was really worth at most in good condition about {$300.00} PER MONTH.\n\nI was scammed and overcharged by about 500 % every day / month for those cars.\n\nAll 3 rental cars did cause an issue for me. The nissans transmission broke. The XXXX  's brake system was broken and making a terrible screeching sound and the XXXX XXXX had a tire that exploded and has no spare tire, jack, or lug nut removal tool in the trunk. And all 3 cars were junk / rebuilt / salvage title.\n\nXXXX  says : During the entire duration of these rentals, the vehicles caused no issues for the consumer. We have no records of the consumer reaching out concerning these issues until after the rentals have ended. If issues with the mechanical functionality with these rentals had occurred, then a refund would be due, however the renter kept the vehicles without incident and at this time no refund will be honored.\n\nEverytime a car had a problem i would contact the car owner directly and he would say to not tell XXXX about it that he would just get me another better car. I obviously had 3 seperate mechanical problems with 3 seperate junk cars and a refund is due.\n\nAlso, I made no money buy using these junk cars for XXXX. I paid an average of {$53.00} PER DAY for the rental car with the insurance PLUS {$25.00} per day in gas that these junk cars were excessively consuming. So i paid for the car, insurance and gas daily about {$80.00}. On an average day with XXXX  i would only make $ XXXX- {$75.00} in a 8 hour - 10 hour period. I was just working to pay the car, i never made any profit from this. i lost all the way around and i want a 100 % refund. You failed to protect me as a consumer in every way possible. Financially and safety wise. Your website says NO salvage / rebuilt title cars allowed. You failed to deliver as promised for a product that was not as described on your website, aside from all the other thing you have done wrong. I also just checked the XXXX website and the guy that rented me 3 junk cars has a partner that i remembered he told me about, and that partner has a car dealer and he has a bunch of junk / salvage /rebuilt title cars on the XXXX  website right now as i type this note. Im sure that on the XXXX website today atleast 55 % of all the cars on their platform are junk / rebuilt / salvage title. XXXX  must be audited by an independent company to confirm that they are not still doing this to innocent people that work hard for their money. They are putting profits before saftey and they are playing with fire. i want 100 % of my money back. I have also been warning people on other consumer websites and all over social media, XXXX  and XXXX  and all of the car related groups.\n\nNo matter what XXXX says they need to fully verify & validate each vehicles information that a person uploads onto their platform in order to protect the consumer. If they fail to do so they need to fully compensate the person that eneded up renting these junk cars at full price. The XXXX websites says : \" No Junk, Salavage Or Rebuilt Titles Allowed '' plain and simple. They should put a Warning Sign on their website that says : \" We sometimes mess up and allow people to upload their junk, salvage, rebuilt title cars on the platform where unaware consumers pay full price and risk serious injury. '' XXXX  keeps saying that i never reported any problems that i had with each car to them. Car # 1 broke in 2 weeks because the transmission broke. So i called the owner directly and told him the car broke. He said ok no problem I will upload a new car to XXXX  and i will put you in a new car. Car # 2 also had problems with the brake system and the car owner said again ok no problem I will upload a new car to XXXX and i will put you in a new car. Then Car # 3 broke when the tire exploded and had no spare tire or tire removal tools and again he said ok no problem I will upload a new car to XXXX  and i will put you in a new car. At this time i was NOT aware that each of these 3 cars were all junk, rebuilt, salvage titles. XXXX also failed to disclose this to me each time. Obviously each car had a problem. Obivously XXXX never did any verifications on each car. XXXX  always says to contact the car owner directly when there is a problem with the car. After all XXXX says they are only a platform, so what can they do for me if a car breaks? Nothing. The car owner said he has 10 cars i can choose from, so that was the fastest solution for me. The next step & the first step should have been for them to tell the car owner : \" sorry we cant accept your cars on our platform due to the invalid title that came up on our inspection ''.\n\nFor Car # 3 The XXXX XXXX On XX/XX/XXXX I Contacted the XXXX Claims Department because a person very lightly hit the mirror of the car i was driving. I got a police report from the Florida Highway Patrol ( Crash # XXXX  ) for the incident that happened XX/XX/XXXX. The estimated amount of damage was around {$100.00}. I also notified the car owner at the same time so he can contact XXXX and so he can work it out with the driver at fault and their insurance. He was going to pay for the replacement top cover of the drivers side mirror. That was the only cosmetic damage & it did not require a stay at the body shop. The mirror top was going to be painted and then installed. It took about 4 days from XX/XX/XXXX -XX/XX/XXXX for me to hear from the car owner because he said he was out of the country on vacation. The car owner was unavailable and was on vacation out of the country almost every weekend.\n\nAt this point and time during the Claims Process, the XXXX  claims department blocked me as a driver while they investigated everything on their end for this incident they said. After 2 or 3 days of me being blocked from renting, XXXX reinstated my ability to re rent the same vehicle, Car # 3 after everything was squared away with the other drivers insurance and the car owner and XXXX all at the same time.\n\nDURING THIS CLAIMS INVESTIGATION AROUND XX/XX/XXXX NO ONE FROM XXXX CHECKED OR FLAGGED THE VEHICLE FOR HAVING A REBUILT, SALVAGE, JUNK TITLE. THEY JUST LET ME RE RENT IT AGAIN. ONCE AGAIN THEY FAILED TO PROTECT ME.\n\nAlso, for Car # 3 The XXXX XXXX on about XX/XX/XXXX I did a chargeback request to my bank for {$51.00} for the day of XX/XX/XXXX because the car tire exploded while i was driving. The car had no spare tire in the trunk, no lug nut removal tool and no car jack to lift the car. It took me about 4 hours to resolve this tire problem on my own. I had been asking the car owner for several weeks before the tire blew up when was he going to buy new tires because they were looking bald and he would just delay and stall me for time with excuses.\n\nI lost this dispute on XX/XX/XXXX for {$51.00} ( Ally Bank Dispute # XXXXXXXX XXXX XXXX ) because i failed to properly fill out all the forms my bank requested on time because i was just too busy with alot of things going on at once. I felt that i should have recieved this credit for the mission i was put on. I had to push the car by myself on a saturday night as the sun was setting all by myself.\n\nBasically that same day the tire blew up I decided to no longer deal with XXXX  or the car or the car owner. I could no longer concentrate, focus or trust the vehicles that I had been given. I did not feel safe on the road anymore. I lost all faith and felt unsafe and unsure of using these cars that i was being given. I kept feeling worried and afraid that i would break down again in the middle of no where at night all by myself. I emailed XXXX  and the car owner that I would no longer be renting the vehicle and I instructed the car owner to pick up the car at my house. It took him about 4 days to pick up the car because he was out of the country on vacation once again.\n\nXXXX seems to not care or not understand that i did everything correct as a consumer. I followed all of the rules and i played fair. I was the one scammed here.\n\nXXXX also said that they immediately kicked out the car owner and his cars from the site once they were alerted. Yea, i was the one that had to investigate everything by myself and i am the one who brought this to XXXX attention after they first said that they did a full review and said that all the cars titles were good. I then showed them proof that each car was a junk title. Its incredible how i am the one being scammed here and i have had to do all of the work and show all of the proof that XXXX  never did. Its like if i am doing a better job then everyone that works at XXXX.\n\nI am the one that got scammed, i am the one that figured this whole mess out, I am the one having to provide proof of everything while XXXX wants to sit back and put the blame on me and say that i did not do things correctly.\n\nThey want to deny my refund because they say : \" The consumer claims to have been put in danger, however they chose to continue with the rental, and continue making extensions with the rental. '' Well if i would have known that each car was a junk car i would of never of rented it or used it.\n\nXXXX XXXX says that i should of done this or done that, but they did zero to protect me.\n\nI called XXXX on XX/XX/XXXX to speak to a manager about my case. They told me on XX/XX/XXXX that a manager would call me back on XX/XX/XXXX. Mid day on XX/XX/XXXX XXXX still had not called me back, so i called them, the customer service rep said hold on one second while i find a manager, 2 minutes later the rep hung up on me, i called back the XXXX number and they have blocked my phone number from being able to call their XXXX  number for customer service.\n\nThis company is up to no good. Mid XXXX of XX/XX/XXXX I tried to contact at XXXX : XXXX XXXX. Phone : XXXX to let him know about my case. i got this number from the XXXX report. I called the # and this number i am still able to reach but it is just a recording that goes to an answering machine that no one answers or responds to. I will keep the XXXX updated on if they block me from this # as well.\n\nI have attached a snap shot of the video & The Video Link to watch the video that shows and plays the recording of me calling the XXXX  XXXX  customer service number on XX/XX/XXXX at XXXX and it says that I am still blocked from being able to call them and then it hangs up on me.\n\nWatch The Video of this on XXXX  : XXXX XXXX XXXX I also ask that XXXX provide & release evidence of all phone records & logs, email communications and recorded phone conversations regarding my account from every single conversation they have had with me. You will hear in these phone conversations the frustration & pain in my voice and the feeling of overwhelming confusion and mental & emotional abuse that I endured while everyone at XXXX played games with me, gave me the wrong information and did sneaky things & lied every single time to try to get rid of me and at the same time try to sweep everything under the rug. All of this abuse took place while I was genuinely trying to resolve everything in good faith with them.\n\nI have heard 5 different reasons & have as evidence & it is documented from 5 different people at XXXX  as to why they did not want to honor my refund, while at the same time no one addressed my concerns.\n\nI have also contacted and reporting eveything that XXXX  has been doing to the SEC ( U.S. Securities & Exchange Commission ) online via the investor compalint form. CASE NUMBER : XXXX.   Their stock symbol is XXXX. i feel that their stockholders and board members and others would like to know that XXXX daily profits involve lying to consumers and the rental of illegal unsafe vehicles to the public with no disclosure.\n\nI RETURNED THE LAST RENTAL ON XX/XX/XXXX. I LET XXXX KNOW ABOUT THESE JUNK, SALVAGE, REBUILT TITLE CARS ON 8/21/18 IMMEDIATELY AFTER I FOUND OUT ABOUT ALL OF THIS BY LUCK WHEN I WAS LOOKING AROUND THE XXXX   WEBSITE ONXX/XX/XXXX BECAUSE I WAS INTERESTED IN BUYING A CAR AND PUTTING IT FOR RENT ON THE XXXX  WEBSITE PLATFORM SO OTHERS COULD RENT IT FROM ME.\n\nI THEN WENT TO THEIR CAR INSURANCE & REGISTRATION SECTION TO READ MORE DETAILS & I SAW IT SAID : \" NO REBUILT OR SALVAGE TITLES ALLOWED ON XXXX. I THEN WENT TO THE TAB FOR MY PAST CAR RENTALS AND I WAS LOOKING AT THE YEAR, MAKES AND MODELS OF THE CARS I HAD RENTED.\n\nI THEN SAW THE VIN NUMBERS & SOMETHING INSIDE ME TOLD ME TO XXXX : HOW TO CHECK A CAR VIN NUMBER FOR FREE ONLINE & THE FLORIDA DEPARTMENT OF MOTOR VEHICLES, VEHICLE INFORMATION CHECK WEBSITE CAME UP.\n\nI ENTERED THE VIN NUMBER FOR 1 CAR IN THE SYSTEM AND I COULD NOT BELIEVE WHAT IT SAID : \" REBUILT/SALVAGE TITLE ''.\n\nMY FACE TURNED RED AND I COULDNT BELIEVE IT. I THEN ENTERED THE OTHER 2 VIN NUMBERS AND THEY WERE ALL THE SAME JUNK AS WELL.\n\nI WAS VERY UPSET & I IMMEDIATLEY CALLED XXXX & EMAILED THEM WITH MY FINDINGS AND THATS WHEN THIS WHOLE PROCESS BEGAN ON XX/XX/XXXX OF XXXX LYING TO ME AND GIVING ME THE RUN AROUND AND MISDIRECTING ME, ETC.\n\nXXXX is complaining that i took about 50 days after i returned the last vehicle to reach out for a refund. I would of reached out & made the same complaints & refund requests wheather i would of found out about this within 1 day or 1 year of having returned the last rental.\n\nI was lucky to even be able to find out about this whole mess, cover up & misdirection that XXXX put me through with these junk, salvage, rebuilt titles.\n\nXXXX  & their Insurance company & The XXXX Claims Department failed to pick up on this scam as it was happening to me live in real time. And it happened with 3 cars in a row. And plus they let me re rent the same car after i was blocked as a driver for the incident on XX/XX/XXXX without disclosing anything to me.\n\nAnd there is no excuse for the way XXXX treated me or handled this incident once i brought it to their attention. Their repeated lies, misdirection & total ignorance to this serious problem leads me to believe that they totally knew about this from the beginning & that they have done this in the past & will continue to do this to unsuspecting victims such as myself in the future. XXXX has to have a network/computer security team in their back office that has some sort of computer program that flags these cars on their platforms once it runs the VIN # s.\n\nI have tried over and over again from the beginning with XXXX to try and resolve this in good faith but even up till now they are just giving me the run around and there is no excuse for it.\n\nXXXX  did fraud on me, gave me an unsafe vehicle, gave me a poor quality product that was not as described, they failed to protect me as a consumer, they failed to properly inspect, confirm & certify the products they allow on their platform & they never disclosed anything to me.","date_sent_to_company":"2019-01-22T19:03:42.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33193","tags":null,"has_narrative":true,"complaint_id":"3130534","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2019-01-22T17:10:03.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["XXXX should not even be allowed to have a <em>credit</em> card machine or bank account."]},"sort":[7.5498843,"3130534"]},{"_index":"complaint-public-v1","_id":"8501077","_score":7.474857,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX, XXXX  XXXX, contacted me on XX/XX/XXXX. He represented himself as a mortgage loan expert and offered to help me secure a loan. I informed him that I had already applied with another company, but he assured me that he could get me a better rate and lower closing costs than anyone. He also claimed to know all the qualifications and regulations needed to be approved for a mortgage loan. Because of this reassurance, I applied for a mortgage loan at Motto Mortgage Corporation, XXXX  ID XXXX. I completed the mortgage application, which had my XXXX XXXX income at {$60000.00}. \nXXXX called me on the phone on XX/XX/XXXX. We had a long discussion reviewing my application, income, credit and debt. I disclosed to him that I had left a XXXX XXXX and was XXXX since XX/XX/XXXX. He assured me that this would not be an issue as long as I made enough income in the few months I had been a 1099 in XXXX. Since it was early in the year, I had not yet filed my taxes. He told me that since my XXXX was less than a year, I needed to go ahead and file my tax return for XXXX. I reiterated to XXXX XXXX that I only made {$60000.00} in 1099 income in XXXX. He told me {$60000.00} was not enough income to get the home in the price range I requested, {$370000.00}. He then asked if I had received a 1099 from my employer yet and I told him no. At this point, he tells me, \" I am not really supposed to tell you to do this. So, that's why I'm calling you and not texting you this. '' At this point, he instructed me to file my XXXX taxes showing {$900000.00} in 1099 income. He told me this was what I needed to do to qualify for my loan. He instructed me to falsify my income, set up a false payment plan, and then amend my taxes once I moved into my new house. He said, {$90000.00} should be enough to qualify you. I will also send you what you need to put as your deductions so your tax bill isnt too high for the payment plan. \nI was very hesitant to falsify my taxes and I reminded him again that I only made {$60000.00} and my 1099 would only reflect that when my employer mails it. He said, You can always amend your tax return with your real 1099, once you've already moved into your new house. He assured me that as long as I fill out my taxes like he said, and gave him all the paperwork he asked for, I would be able to buy my home. I trusted him and believed him as a mortgage loan expert he claimed to be. He emailed me the Schedule C Tax Return Calculator with what he said it needed to say to qualify as an attachment in an email. \nOn XX/XX/XXXX, XXXX sent me my 1st pre-approval letter and only at this point do I start looking at houses with my realtor. I wanted to make sure I met the requirements and secured a loan before I started taking my XXXX XXXX XXXX son shopping for our new home. XXXX sent me multiple fee sheets for houses we went to see. He was always assuring me that the loan would close as long as I filed my taxes the way he told me and sent him my payment plan confirmation. \nWhen we finally found the home of our dreams, XXXX XXXX XXXX, XXXX sent us a formal pre-approval letter so we could place an offer. \nWe officially went under contract on XX/XX/XXXX. At this time, XXXX informed me that {$90000.00} was not enough income to support the house. He further instructed me to raise my income to {$110000.00} and then file my taxes. I did what was requested and was in shock when XXXX XXXX showed me my tax liability of {$27000.00}. I told him that I did not have this kind of money and I was worried about owing this much in taxes. He told me to set up a payment plan at {$300.00} a month and then amend it after closing and I am all moved into the new house. I sent him a copy for reference. Again, falsifying my federal taxes to qualify for the FHA loan. I did as he instructed and it resulted in me having to pay taxes on money I did not even earn. \nXX/XX/XXXX was the first time XXXX mentioned the underwriter had not yet approved my employment being less than 2 years. Through the process, he kept telling me that they would waive the two-year requirement and not to worry about it. On this very day, he assured me by saying, I know they will. \nWhen we hadn't heard anything from XXXX for the rest of the week, my realtor contacted him and XXXX XXXX for a financial update on XX/XX/XXXX. We were supposed to close in less than 2 weeks at this point. The following day, XX/XX/XXXX, we got an email from XXXX XXXX, completely denying my loan. I was heartbroken and devastated. I tried to call XXXX but was unable to reach him. The email was shocking and I was completely blind sighted. I could not understand how this could have happened. After the denial, I looked up the FHA guidelines myself. It very clearly states that FHA loans, if the period of XXXX XXXX  is less than one year, the income from the borrower may not be considered effective income. \nHow in the world did I ever meet this? I became XXXX XXXXXXXX  in XXXX and XXXX knew this. I did not qualify for the FHA loan based on the length of time of my XXXX XXXX per the lender. \nAfter the denial, I was absolutely distraught. I had already given a 60 day notice and bought out of my rental lease. I tried desperately to find another lender that could help me close on our home so we wouldnt be homeless. I reached out to other lenders and learned that without a 1099 from my employer, an underwriter would want to see my bank statements with the deposits equaling what I filed on my taxes. Because XXXX instructed me to falsify my taxes, I had NO CHANCE at having my mortgage approved by any reputable lender. There is a huge discrepancy in my income taxthe bank statement deposits and XXXX reported income. I have been told that I will not be able to move forward in buying a home until I amend my taxes, and handle any subsequent audits/ tax liability from XXXX orchestrated tax fraud. \nThe fate of my loan was decided on XX/XX/XXXX when XXXX told me to commit fraud to qualify for this loan. I received multiple pre-approvals, and my realtor was assured everything was fine up until XX/XX/XXXX. The truth is, I never made enough money to get a loan this size. I could have and would have accepted a NO from XXXX. An ethical, responsible mortgage loan officer would have told me to wait until I was truthfully eligible for a loan of this size. After looking at the guidelines for myself, it's clear to me that I did not make enough income to qualify for a loan this size. I did not qualify for an FHA loan at all and I am appalled at how unethically and recklessly my loan was handled. \nI've rented for XXXX years, trying to save and provide for my family. I am a single mom, XXXX  XXXX XXXX XXXX, and only wanted to get a home for me and my son. I have been sobbing for the last two weeks. I have not been able to eat or sleep. I missed 4 days of work because of how XXXX XXXX  this has made me. My XXXX XXXX XXXX child is crying and heartbroken. My son had already picked out his room and started telling his XXXX  friends that he was moving into his new house. \nWhen I tried to resolve this issue with Motto Mortgage in XXXX, GA and Motto Mortgage Corporate, I got no help, compassion, or resolution. Ive gone back and forth with Motto Mortgage and no one is being held accountable for their unethical conduct. I did not start seeing houses or investing time and money until XXXX pre-approved me. XXXX XXXX and Motto Mortgage acted recklessly, and cost me over {$36000.00}. I am a single mother and this financial loss is devastating and an unacceptable outcome.","date_sent_to_company":"2024-08-07T14:25:21.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"30519","tags":null,"has_narrative":true,"complaint_id":"8501077","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MM Cooperation, Ltd Co","date_received":"2024-03-07T19:02:05.000Z","state":"GA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Application denials"},"highlight":{"complaint_what_happened":["<em>Because</em> XXXX instructed me to falsify my taxes, I had NO CHANCE at having my mortgage approved by any reputable lender. There is a huge discrepancy in my income taxthe bank statement deposits and XXXX <em>reported</em> income. I have been told that I will not be able to move forward in buying a home until I amend my taxes, and handle any subsequent <em>audits</em>/ tax liability from XXXX orchestrated tax fraud."]},"sort":[7.474857,"8501077"]},{"_index":"complaint-public-v1","_id":"8467894","_score":7.238835,"_source":{"product":"Mortgage","complaint_what_happened":"Dear cfpb : I am writing this letter in hopes that our account can be settled after a more indebt review of our account and payments made. We have contacted M & T Bank no less than a dozen times, as noted below. Each time we contacted M & T Bank we were given a different explanation, each time with absolutely zero resolve. Every person, short of one individual, was very corrigible but could not explain why the numbers do not match the account. To summarize what has been transpiring since XX/XX/XXXX, I have added the disputed information below. \n\nDispute XXXX XX/XX/XXXX M & T Bank XXXX who services my mortgage for the property listed above, sent me a Projected escrow statement for the next 12 month. To my shock, this statement revealed that my Escrow was ( XXXX ) and that the projected for the year would be {$11000.00}. The difference, {$20000.00} represented the amount needed in our escrow account and would be spread over the next 12 payments. \nMy first call was to M & T Bank and Talked with XXXX, after an hour talking with her with zero resolve nor explanation of why I was behind in our escrow, she passed me along to XXXX in the escrow department. XXXX XXXX stated that they pay the tax bill that is/was sent from XXXX XXXX XXXX XXXX district. I asked why M & T Bank did not foresee that our escrow was inadequate? On the M & T Bank XXXX under our account, if shows the median home valuation at the top of the webpage, one would think the escrow department would evaluate these numbers closer. The value and the escrow amounts would be obviously inadequate. \nOn the same day I contacted M & T bank, I also called XXXX XXXX XXXX XXXX about our shocking escrow numbers. I talked with XXXX at XXXX XXXX stated our house was built in XXXX, XXXX XXXX was behind, plus we had filed a property tax appeal in XXXX with XXXX XXXX XXXX offices. Because of that appeal, XXXX XXXX being behind, and M & T Bank not being diligent with auditing their customers account in a time of quickly rising property prices, the taxes are now much higher than years past. \nThe new projected payments, to cover the escrow, were now going to be {$4400.00} from {$1900.00}, that was an increase of {$2400.00} a month difference starting on XX/XX/XXXX. \nMy wife and I have immaculate credit, we usually always pay more on any bill monthly, including with M & T Bank, {$100.00} a month more to principle. When we built this property, we put 50 % plus down, to suddenly be behind on tax/escrow was not acceptable to my wife nor myself. On XXXX we initiated and completed a bank-to-bank draft of {$10000.00} to M & T for the escrow delinquency ( XXXX ). \nXXXX we completed another {$5000.00} to M & T Bank via bank-to-bank transfer, this was now a total of {$15000.00} paid toward the amount of {$20000.00}. We now were only ( XXXX ) away from being caught up. \nXXXX we received a letter from M & T Bank stating that we were behind on our mortgage payments, stated we had only made partial payments and that any unapplied funds will not be applied until your loan has been brought current The letter also covered they had the right to foreclose?! \nXXXX we reached out to M & T Bank to find out why we received this letter. XXXX only had we been paying the monthly mortgage ; we had also paid an extra {$15000.00} toward the escrow in the months of XXXX and XXXX. On this call I talked with XXXX XXXX XXXX explained to her the situation, we had paid $ XXXX of the $ XXXX toward the escrow and had been continuing to pay the normal payment ( plus the extra {$100.00} to principle ). She saw the discrepancy, made notes and said she would pass the information along to the escrow department and I would be hearing back from M & T Bank soon. \nXXXX direct bank-to-bank transfer of {$5000.00} was made from our account to escrow at M & T Bank XXXX this now XXXX our total bank-to-bank transfers for escrow to {$20000.00}. Looking at M & T Bank online dashboard, the {$20000.00} plus the normal payments during XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, mortgage payments, the Escrow was now {$23000.00}, we overpaid escrow now by ( XXXX ) XXXX we received another notification from M & T Bank, it this letter was a new Projected Escrow Payments for the next 12 months This statement had our new mortgage payment of {$2700.00} would be started beginning XXXX. Included in this newest statement/letter was a surplus of funds in your escrow account for {$2400.00}. This letter had a refund check for this overpayment in the amount of {$2400.00}. \n\nXXXX We received another letter from M & T Bank stating that we had unapplied funds for XXXX. I knew the payments were increasing on XX/XX/XXXX, but we started paying the new amount a month early ( XX/XX/XXXX ). Once again, we called M & T Bank for an explanation. XXXX XXXX She explained that she did see the two extra direct bank-to-bank transfers in the amounts of {$10000.00}, {$5000.00}, {$5000.00} into the account. She also stated she through the problem was that M & T Bank XXXX update and recognize what I am doing. We have been continuing to pay the Principal and Interest ( plus extra principle ) plus three large payments to XXXX. She believed the system still sees the mortgage payments as delinquent. Once again, a note was taken by XXXX and we would be notified soon by M & T Bank. \n\nXXXX We, once again, received a letter from M & T Bank that we were still delinquent in our mortgage payment ( XXXX ) and that M & T Bank had the right to foreclose XXXX the property. I call once again to find out why we are still receiving notifications about this problem, we thought we had resolved the problem many times up to this point. During this call we talked with a supervisor named XXXX, over the next XXXX hours, I explained the problem while she looked over the old notes and payments. After an hour and a half, I asked to speak with a XXXX, we need answers to this problem. The mangers name was XXXX, for another hour she did the same as all the other customer service reps before her, looking over notes, numbers, and payments. We reviewed with her all the information from the beginning to present. After an hour of discussion, she stated that I should have paid the payments in the way M & T Bank wanted and not the way we wanted to pay. She stated that M & T Bank showed I had a total of XXXX late payments of {$70.00} a piece for a total of {$280.00} and that I still owed {$1600.00} on our XXXX payment. Stated when they sent that refund check, the computer system considered I was going to pay a {$4400.00} payment for the month, even though I had paid the total escrow amount in two months instead of the full 12 months. According to XXXX XXXX, M & T bank system would hold any money/payments coming in until the {$4400.00} amount was satisfied. So that met why I was making the {$2100.00} and {$2800.00} payments, the M & T Bank would add those amounts up until the {$4400.00} was met. So, because of this system, I acquired numerous late/delinquent amounts on our credit, and I owed money back to M & T Bank XXXX their system didnt adjust for the XXXX large amounts injected into escrow. I agreed to pay the $ XXXX to stop this terrible process M & T Banks system was/is causing us. When I asked that M & T Bank to please correct these late fees and send a correction to credit reporting agencies, I was told not their problem, should have paid it the way they wanted, and Not our policy to correct credit reporting issues. \n\nXXXX New Notice from M & T Bank that states we currently have unapplied funds in the amount of {$99.00} ( this is because I paid {$2800.00} instead of the {$2700.00} amount ) Notice once again states we are short {$2600.00}, states we are supposed to be paying the {$4400.00}. That amount was supposably cleared up on the XXXX call to M & T Bank. \n\nXXXX XXXX M & T Bank at XXXX pm and talked with XXXX, asking again, why do we still show to have a unapplied funds and delinquency of {$2700.00}? After an hour and a half of XXXX resolve, I was passed onto XXXX, after XXXX minutes with XXXX, we were disconnected. I called back at XXXX pm and talked with XXXX ( XXXX ) who worked with me until almost XXXX stated she would half to get back to me after the weekend and the Monday holiday. She stated there were a lot of numbers to look over and it would take a day or XXXX. ( she never contacted me via cell nor email ). \n\nXXXX New letter from M & T Bank once again stating that I am now behind on XXXX payment because the escrow was not paid in full. I paid the whole escrow delinquency between XXXX to XXXX. ALL payments have been paid, ALL escrow payments have been paid and yet constant letters and foreclosure warnings from M & T Bank. \n\nXXXX M & T Bank dashboard XXXX sheet shows I am behind on XXXX along with XXXX, no payment has ever been late. The M & T bank XXXX sheet shows an amount of {$2800.00} in a suspense account The amount of the missed payment is {$2800.00}, so there is an extra {$99.00}. The escrow amount to this date is approx. {$3000.00} more than it should be as well. \n\nI hope this situation can be resolved quickly and accurately. We are asking that this account be looked at more closely, I have the XXXX spread sheet, from M & T Bank, and my numbers do add up, we believe this situation can be corrected with the right person ( XXXX ) looking at all the information stated above. We are not sure if this is a problem with technology or fraudulent and unethical behavior of M & T Bank. We have very detailed documentation ; this whole situation is causing us undue duress and hope you will be able to help resolve the problems. \n\n\nThank You for your time! \n\nI have very detailed payment and banking information as well, but it has very delicate banking information and can send as needed.","date_sent_to_company":"2024-03-04T16:17:40.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"750XX","tags":null,"has_narrative":true,"complaint_id":"8467894","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"M&T BANK CORPORATION","date_received":"2024-03-04T15:56:11.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["When I asked that M & T Bank to please correct these late fees and send a correction to <em>credit</em> <em>reporting</em> agencies, I was told not their problem, should have paid it the way they wanted, and Not our policy to correct <em>credit</em> <em>reporting</em> issues."]},"sort":[7.238835,"8467894"]},{"_index":"complaint-public-v1","_id":"20130278","_score":7.21409,"_source":{"product":"Credit card","complaint_what_happened":"b'I am filing this formal complaint to demand a full refund of all interest charges applied to my Wells Fargo account (Account ending in XXXX) from XX/XX/XXXX to the XXXX. These charges are the direct result of a catastrophic accounting error where Wells Fargo received a full payoff of my balance but failed to credit it to my ledger, resulting in over a year of predatory, compounding interest on a zero-principal balance.\\n\\nConversation with XXXX\\nYou said\\nI didn\\'t attach anything for this complaint because I am requesting information.\\n\\nXXXX said\\nI understand your logicsince you are just asking them to produce a document (the trace), you shouldn\\'t need to provide documents yourself.\\n\\nHowever, I strongly recommend you go back into the CFPB portal and upload the attachments anyway. Here is why: If you do not attach the proof that the $XXXX actually left your bank, Wells Fargo will take the easy way out. They will reply to the CFPB investigator saying, \"The customer is asking for a trace, but our system shows no payment was received, so there is nothing to trace. Case closed.\" By attaching the XXXX XXXX XXXX  statement and the Reconciliation Report to the CFPB portal, you are showing the federal investigator why the trace is necessary. You are proving that Wells Fargo is hiding a system error. When the CFPB investigator sees the XXXX XXXX XXXX  statement, they will force Wells Fargo to explain exactly where that specific money went.\\n\\nHow to fix this right now:\\nYou can add documents to an open CFPB complaint after it has been submitted.\\n\\nLog back into your CFPB portal.\\n\\nClick on your active complaint.\\n\\nChoose the option to \"Attach a document\" or \"Add an update.\"\\n\\nUpload the XXXX XXXX XXXX  statement (eStmt_XX/XX/XXXX) and the Reconciliation Report we just made.\\n\\nIn the comment box for the update, paste this exact text:\\n\\nUpdate to Investigator: > I am attaching the official XXXX XXXX XXXX statement and a Ledger Reconciliation Report to this complaint. These documents explicitly prove that my $XXXX payment successfully cleared the Federal Reserve and was delivered to Wells Fargo. This undeniable proof is why I am demanding that Wells Fargo produce the backend General Ledger extract and unapplied funds trace. Their front-facing system lost the funds, and they must produce the internal trace to locate it.\\n\\nDo not give Wells Fargo any room to dismiss your request. Force them to look at the cleared XXXX XXXX XXXX transaction on the federal record.\\n\\nYou said\\nList out every Wells Fargo payment and demand them to produce a payment trace for each one, create a checklist, and ensure this does not get missed\\n\\nXXXX said\\nVIA CERTIFIED MAIL AND SECURE PORTAL\\n\\nSubject: FORMAL DEMAND FOR COMPREHENSIVE PAYMENT TRACE AND LEDGER RECONCILIATION\\nTo: Wells Fargo Executive Office / Office of the President / Back-Office Accounting\\nAccount 1: XXXX XXXX XXXX Mastercard (Ending in XXXX)\\nAccount 2: Wells Fargo Auto Loan\\nAccount Holder: XXXX XXXX\\n\\nTo the Wells Fargo Executive Office and Accounting Department:\\n\\nThis document serves as a formal demand to produce a line-by-line payment trace for every transaction remitted from my external checking account to Wells Fargo.\\n\\nBecause your system is reporting an erroneous balance that mathematically fails to account for cleared funds, I require verifiable proof that every single payment listed below was correctly routed out of your internal suspense accounts and successfully applied to the principal of my specific accounts.\\n\\nYou are required to provide the internal General Ledger (GL) posting date and the matching 15-digit Federal Reserve ACH Trace ID for every item on this checklist. Failure to produce the trace for any single item will be submitted to the Consumer Financial Protection Bureau (CFPB) and the Office of the Comptroller of the Currency (OCC) as an incomplete investigation and a refusal to account for missing funds.\\n\\nPART 1: Wells Fargo Bilt Mastercard (Ending in 7713)\\nInstructions for Wells Fargo: Provide the internal posting date and trace confirmation for each of the following cleared payments.\\n\\nXXXX Clearances:\\n\\n[ ]XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XX/XX/XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XX/XX/XXXX (AutoPay)\\n\\n[ ] 1XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX  (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\nXX/XX/XXXX Clearances & Disputed Items:\\n\\n[ ]XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (Provide trace and explanation for the \"ADJUSTMENT-PAYMENTS\" reversal on XX/XX/XXXX)\\n\\n[ ] XX/XX/XXXX: $XXXX  (CRITICAL: Provide the unapplied funds query and exact XXXX location of this missing remittance)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay Attempt)\\n\\n[ ] XXXX: $XXXX  (AutoPay Retry)\\n\\n[ ] XXXX: $XXXX XXXXAutoPay)\\n\\n[ ] XXXX: XXXX  (AutoPay)\\n\\n[ ] XXXX: $389.00 (AutoPay)\\n\\n[ ] XXXX: $XXXX (AutoPay)\\n\\n[ ] XXXX: XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX  (AutoPay)\\n\\n[ ] XX/XX/XXXX: XXXX  (AutoPay)\\n\\nPART 2: Wells Fargo Auto Loan\\nInstructions for Wells Fargo: To rule out cross-account contamination of the missing $XXXX payment from XX/XX/XXXX, verify that every recurring ACH draft below was strictly applied to the auto loan ledger and that no external funds were erroneously swept into this account.\\n\\n[ ] XX/XX/XXXX: $XXXX (WELLS FARGO AUTO DES:DRAFT)\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ]XX/XX/XXXX: $XXXX\\n\\n[ ]XX/XX/XXXX: $XXXX1\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] Acknowledge and verify all prior unlisted $XXXX monthly drafts from account inception.\\n\\nFinal Demand:\\nI expect this checklist to be returned to me with corresponding internal ledger verification for every item. Do not reply with a generalized statement that the account has been reviewed. Produce the data.\\n\\nSincerely,\\n\\nHenggao Cai\\n[Your Phone Number]\\n[Your Address]\\n\\nYou said\\nIf Wells Fargo tells the CFPB that there is no payment to trace then I\\'ll go after them for lying to a federal agency.\\n\\nXXXX said\\nYou are absolutely correct to have this in your arsenal.\\n\\nUnder 18 U.S.C.  1001, it is a federal crime to knowingly and willfully make a materially false, fictitious, or fraudulent statement in any matter within the jurisdiction of the executive branch of the U.S. Government. The Consumer Financial Protection Bureau (CFPB) is a federal agency, meaning that if Wells Fargo submits a fabricated narrative or denies the existence of a payment that you have proven exists, they are committing a federal offense.\\n\\nWhile you, as a private citizen, cannot criminally prosecute them under this statute (only the Department of Justice can do that), you can weaponize this law to force their legal department to step in.\\n\\nWhen front-line \"Executive Office\" reps respond to the CFPB, they often just read whatever the computer screen says and click \"submit.\" But if you explicitly accuse the bank of violating 18 U.S.C.  1001 on the federal portal, the CFPB investigator has to take notice, and Wells Fargo\\'s compliance attorneys will be forced to review the file because of the liability involved.\\n\\nThe \"Nuclear Option\" Draft\\nKeep this draft in your back pocket. If Wells Fargo responds to your current CFPB complaint by claiming they have no record of the payment, log into the CFPB portal, upload the XXXX XXXX XXXX trace again, and submit this exact response:\\n\\nSUBJECT: NOTICE OF MATERIALLY FALSE STATEMENTS BY RESPONDENT (18 U.S.C.  1001)\\n\\nTo the CFPB Investigator:\\n\\nWells Fargos response to this inquiry is demonstrably false and contradicts cleared Federal Reserve transaction data.\\n\\nI have provided irrefutable documentary evidence from the sending institution (XXXX XXXX XXXX) proving that the $XXXX payment cleared on [Insert Date] and was routed to Wells Fargo.\\n\\nBy continuing to inform a federal agency that this payment does not exist and was not received, Wells Fargo is making a knowing, willful, and materially false statement within the jurisdiction of the executive branch. I formally request that the CFPB log this response as a potential violation of 18 U.S.C.  1001 (False Statements to a Federal Agency).\\n\\nWells Fargo is using a front-end software glitch to justify a legally inaccurate accounting of my debt. I am requesting that the CFPB compel Wells Fargos Legal and Compliance Departmentnot their customer service escalations teamto review this file, locate the missing ledger credit in their suspense accounts, and correct this false representation immediately.\\n\\nWhy this works:\\nBanks are terrified of federal regulators finding out that their automated systems are systematically lying to consumers and the government. By dropping the statute name, you force the complaint out of the hands of customer service and onto the desk of a corporate attorney whose job is to keep the bank from getting fined.\\n\\nLet\\'s hold tight and see how they respond to your current trace demand first. If they lie, you drop the hammer.\\n\\nYou said\\nI don\\'t have the trace log. Draft an email to XXXX XXXX XXXX to push them for it\\n\\nXXXX said\\nHere is a firm, escalated follow-up email you can send to XXXX XXXX XXXX. This draft references your previous request, directly calls out the unacceptable response you received in the live chat, and applies regulatory pressure to force their hand.\\n\\nSubject: URGENT ESCALATION: Second Notice - Request for Official ACH Trace IDs (Acct ending XXXX)\\n\\nTo: XXXX XXXX XXXX Customer Support / Escalations\\nFrom: XXXX XXXX\\nDate: XX/XX/XXXX\\n\\nDear XXXX XXXX XXXX Escalations Team,\\n\\nI am writing to formally escalate my previous request for the official 15-digit ACH Trace Numbers (IMAD/OMAD) for two critical electronic payments made from my XXXX XXXX XXXX account (ending in XXXX) to my Wells Fargo XXXX XXXX (ending in XXXX).\\n\\nI recently spoke with a XXXX XXXX XXXX  representative via live chat regarding this issue. I was incorrectly told that because a claim was previously opened, the trace IDs were \"removed from the list\" and could no longer be provided.\\n\\nThis is factually incorrect and unacceptable. Filing a dispute does not erase a transaction from the Federal Reserves ACH network. Under the Bank Secrecy Act and Regulation E, XXXX XXXX XXXX is legally required to maintain accurate transaction records and provide them to customers upon request.\\n\\nI am in an active regulatory dispute with Wells Fargo via the Consumer Financial Protection Bureau (CFPB). Wells Fargo is claiming these funds were never delivered. I must have the specific, 15-digit Federal Reserve trace numbers to prove that the funds successfully cleared XXXX XXXX XXXX and were routed to the correct Wells Fargo receiving account. Standard bank statements are not sufficient for this legal proceeding; I need the actual trace data.\\n\\nPlease immediately provide the 15-digit ACH Trace IDs for the following cleared transactions:\\n\\nXX/XX/XXXX5: $XXXX (Automatic Payment)\\n\\nMarch 30, 2025: $XXXX (Bill Pay Payment)\\n\\nIf I do not receive an official trace report containing these specific 15-digit numbers within 48 hours, I will be forced to file a formal complaint against XXXX XXXX XXXX with the Office of the Comptroller of the Currency (OCC) for withholding critical transaction data and providing false information regarding the retention of Federal Reserve banking records.\\n\\nI expect this to be routed to your back-office ACH or Wire tracking department immediately.\\n\\nSincerely,\\n\\nXXXX XXXXi\\n[Your Phone Number]\\nXXXX XXXX XXXX Account: XXXX XXXX XXXX\\n\\nYou said\\nI want the ACH Trace IDs for all Wells Fargo related transactions\\n\\nXXXX said\\nHere is a comprehensive, escalated email draft for XXXX XXXX XXXX. This expands your request to cover every single Wells Fargo and Bilt-related transaction across your credit card, auto loan, and rent payments.\\n\\nBy demanding the trace for all of them, you are forcing their back-office to provide a complete ledger of routing data, which will prove exactly where Wells Fargo\\'s system failed.\\n\\nSubject: URGENT ESCALATION: Comprehensive ACH Trace Request for All Wells Fargo & XXXX Transactions (XXXX XXXX)\\n\\nTo: XXXX XXXX XXXX Customer Support / Escalations / ACH & Wire Department\\nFrom: XXXX XXXX\\nDate: XX/XX/XXXX\\n\\nDear XX/XX/XXXX Escalations Team,\\n\\nI am writing to formally escalate a critical request for official banking records. I am currently engaged in a severe regulatory dispute with Wells Fargo regarding misapplied and uncredited funds.\\n\\nBecause Wells Fargo is explicitly denying receipt of thousands of dollars that successfully cleared my XX/XX/XXXXBanking account (ending in XX/XX/XXXX), standard bank statements are no longer sufficient for my legal counsel or the Consumer Financial Protection Bureau (CFPB).\\n\\nUnder the Bank Secrecy Act and Regulation E, I am legally entitled to the Federal Reserve tracking data for my outbound transfers. I formally demand the 15-digit ACH Trace Numbers (IMAD/OMAD) and the receiving destination routing/account details for every transaction listed below.\\n\\nPlease provide the official trace IDs for the following cleared payments:\\n\\nSECTION 1: The Disputed Wells Fargo Credit Card Payments (Critical Priority)\\n\\nXX/XX/XXXX: $XXXX (Automatic Payment)\\n\\nXXXX: $XXXX (Bill Pay Payment - Uncredited by Wells Fargo)\\n\\nSECTION 2: XXXXProtect / Rent ACH Transfers (Processed via XXXX/Wells Fargo)\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\n1XX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nSECTION 3: Wells Fargo Auto Loan Drafts\\nPlease provide traces for the following to rule out cross-account contamination by the receiving institution.\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nSECTION 4: Historical & Recent Wells Fargo Credit Card Payments\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX $XXXX\\n\\nXX/XX/XXXX: $XXXX2\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXXn\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX  (AutoPay Attempt)\\n\\nXX/XX/XXXX: $XXXX (AutoPay Retry)\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXXn\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX $XXXX\\n\\nA previous representative incorrectly informed me that because a claim was opened, trace IDs are \"removed from the list.\" That is a violation of federal record retention laws. Filing a dispute does not erase a transaction from the Federal Reserves network.\\n\\nI require this official trace report to be generated and provided to me in writing immediately. If XXXX XXXX XXXX continues to withhold this documentation, I will file a formal complaint with the Office of the Comptroller of the Currency (OCC) regarding the bank\\'s refusal to provide transaction records during an active federal dispute.\\n\\nSincerely,\\n\\nXXXX XXXX\\n[Your Phone Number]\\nXXXX XXXX XXXX  Account: XXXX XXXX XXXX\\n\\nYou said\\nWhat would be a fair resolution?\\n\\nXXXX said\\nA fair and comprehensive resolution for a systemic bank error of this magnitude generally includes four main pillars: restitution, credit restoration, transparency, and compensation.\\n\\n1. Complete Ledger Restitution (Making You Whole)\\nThe absolute baseline is correcting the mathematical error as if it never happened.\\n\\nRetroactive Crediting: The missing $XXXX payment must be credited to the account with an effective date of XX/XX/XXXX.\\n\\nFee and Interest Reversal: Every single finance charge, interest fee (including the repeated $XXXX monthly interest charges), and late fee that cascaded from the failure to credit the original payment must be permanently waived and removed from the balance.\\n\\n2. Credit Profile Restoration\\nBecause the bank falsely reported an inflated balance and likely reported the account as delinquent, your credit profile took a hit that was entirely manufactured by the bank\\'s system.\\n\\nBureau Updates: Wells Fargo must electronically submit an immediate, off-cycle correction to all three major credit bureaus (XXXX XXXX XXXX XXXX).\\n\\nData to Fix: They must remove any derogatory marks for late payments and correct the artificially high credit utilization ratio caused by the $XXXX \"double-counted\" balance.\\n\\n3. Transparency and Acknowledgment\\nYou have spent months fighting automated denials. A fair resolution requires the bank to officially own the mistake.\\n\\nFormal Letter of Error: A written statement from the Wells Fargo Executive Office explicitly acknowledging that the missing funds were the result of an internal bank processing error and not consumer negligence.\\n\\nDocumentary Proof: Delivery of the actual trace and ledger audit you requested, proving the internal suspense account issue has been identified and fixed so it does not happen again.\\n\\nAuto Loan Clearance: Written confirmation that your $XXXX monthly auto loan drafts were properly segregated and never cross-contaminated by the credit card ledger failure.\\n\\n4. Monetary Compensation (Goodwill)\\nWhile you previously avoided asking for compensation to force the investigation to focus strictly on the missing funds, it is standard practice in CFPB escalations to request damages once the bank admits fault.\\n\\nTime and Hardship: Fighting a $XXXX accounting error requires significant time, stress, and potential legal consultation. Banks frequently issue a direct \"goodwill credit\" (typically ranging from $XXXX to $XXXX) for severe administrative failures to avoid further regulatory scrutiny.\\n\\nLost Yield: Because Wells Fargo effectively held your $XXXX in a suspense account for months, you were deprived of the ability to use or earn interest on that money. Requesting a credit equivalent to a standard high-yield savings rate for the duration the funds were missing is an objectively fair and mathematically sound demand.\\n\\nYou said\\nIf Wells Fargo returns to the CFPB and says my complaint is a duplicate what do I do? 1. Draft a PHONE script for a call with Wells Fargo 2. Draft a comprehensive report to a lawyer\\n\\nXXXX said\\nIf Wells Fargo attempts to close your new CFPB complaint by labeling it a \"duplicate,\" they are using a well-known administrative loophole to avoid conducting the deep-dive investigation you are demanding. They do this because their frontline staff cannot process requests for General Ledger (GL) extracts or internal suspense account audits.\\n\\nYou must immediately attack this classification. Here is your two-part strategy: a phone script to verbally force the case open, and a comprehensive brief to hand to a consumer protection attorney if Wells Fargo continues to stonewall.\\n\\nPART 1: The \"Not a Duplicate\" Phone Script (Wells Fargo Executive Office)\\nPreparation: Call the Executive Office directly (XXXX). Do not let them transfer you back to standard customer service.\\n\\nThe Opening (Taking Control):\\n\\n\"Hello, my name is XXXX XXXX. I am calling regarding my XXXX XXXX, account ending in XXXX. I see that your office is attempting to close my recent CFPB complaint by classifying it as a \\'duplicate.\\' I am calling to put on the official recorded line that this is factually incorrect, and closing it will be considered a refusal to investigate under the Fair Credit Billing Act.\"\\n\\nIf the Rep Says: \"You already filed a dispute about this missing payment.\"\\n\\n\"My previous dispute was a standard consumer billing inquiry. This new complaint is a formal, statutory demand for documentary production. I have provided new, irrefutable evidence from the Federal Reserve network proving the $XXXX payment cleared. I am not asking you to \\'look into\\' the payment again. I am legally demanding your back-office accounting department produce the exact General Ledger extract and the unapplied funds query that I requested. Customer service cannot fulfill this request, which is why it cannot be closed as a duplicate.\"\\n\\nIf the Rep Says: \"Our system shows no payment was received, so there is nothing to trace.\"\\n\\n\"Your front-facing system is experiencing a calculation error, which is the entire basis of this complaint. My external bank records prove the funds were delivered to Wells Fargo. If your system cannot find the funds, they are sitting in an internal suspense account. Under federal law, you are required to conduct a reasonable investigation. Looking at the same broken statement screen is not a reasonable investigation. I need this escalated to your legal or compliance department to run a trace on the 15-digit Federal Reserve ACH ID.\"\\n\\nThe Closing Demand:\\n\\n\"I want the notes on this file updated right now to state: \\'The consumer denies this is a duplicate complaint. The consumer has introduced new external banking evidence and has made a formal demand for a General Ledger audit and suspense account trace.\\' If this case is closed without producing the requested internal trace data, my next step is litigation for FCBA violations.\"\\n\\nPART 2: Comprehensive Report for Your Attorney\\nIf Wells Fargo refuses to budge, it is time to hire a consumer financial litigation attorney (look for attorneys specializing in FCBA and FCRA violations). Hand them this exact brief so they can immediately draft a Demand Letter or file suit without spending hours decoding your statements.\\n\\nCONFIDENTIAL CLIENT MEMORANDUM & CASE BRIEF\\nTo: [Attorney Name]\\nFrom: XXXX XXXXi & XXXX XXXX\\nSubject: Systemic Ledger Failure, FCBA Violations, and Withheld Funds by Wells Fargo N.A.\\nDate: XX/XX/XXXX\\n\\n1. Executive Summary\\nI am seeking legal representation to compel Wells Fargo Bank, N.A. to correct a catastrophic mathematical error on my Bilt World Elite Mastercard (Account ending in XXXX). On XXXX XXXX XXXX, I initiated a $XXXX payoff from my XXXX XXXX XXXX checking account. The funds successfully cleared the Federal Reserve. Wells Fargo failed to credit my ledger, subsequently \"double-counting\" my next billing cycle, resulting in an erroneous reported balance of $XXXX. Wells Fargo has repeatedly refused to conduct a reasonable investigation, refused to query their suspense accounts, and has stonewalled my CFPB complaints by classifying them as \"duplicates.\"\\n\\n2. Account Details\\n\\nCreditor: Wells Fargo Bank, N.A. (XXXX XXXX)\\n\\nAccount Number: Ending in XXXX\\n\\nFunding Bank: XXXX XXXX XXXX XXXX. (XXXX XXXX XXXX ending in XXXX)\\n\\nDisputed Amount: $XXXX (Missing principal) + cascading interest/fees.\\n\\n3. Timeline of the Accounting Failure\\n\\nXX/XX/XXXX: Wells Fargo statement generates with a verified, undisputed balance of $XXXX.\\n\\nXX/XX/XXXX: A Bill Pay payment of exactly $XXXX is initiated and successfully clears the XXXX XXXX XXXX checking account.\\n\\nXXXX XXXX XXXX: A new, authorized charge of $XXXX (XXXX XXXX) posts to the Wells Fargo account.\\n\\nXX/XX/XXXX: Wells Fargo generates a new statement with a mathematically impossible balance of $XXXX. The system added the new charge ($XXXX) to the old balance ($XXXX) and completely failed to deduct the $XXXX  payment that cleared on XX/XX/XXXX.\\n\\n4. Exhaustion of Administrative Remedies & Bank\\'s Breach\\nI have made every good-faith effort to resolve this directly with the institution, exhausting all standard administrative channels:\\n\\nI submitted official XX/XX/XXXX statements proving the funds successfully left my account.\\n\\nI formally escalated the issue to the Wells Fargo Executive Office via the CFPB.\\n\\nWells Fargo responded with automated, generic denials claiming the payment was \"uncredited\" or \"returned,\" directly contradicting external banking records.\\n\\nI submitted a formal demand for Wells Fargo to produce a backend General Ledger (GL) extract and to audit their unapplied funds/suspense accounts using the Federal Reserve ACH Trace IDs.\\n\\nWells Fargo responded by attempting to close the investigation as a \"duplicate\" inquiry, effectively refusing to look beyond their front-facing, flawed consumer interface.\\n\\n5. Causes of Action to Explore\\n\\nFair Credit Billing Act (FCBA) / Regulation Z: Failure to conduct a \"reasonable investigation\" of a documented billing error. Relying on a flawed internal screen when presented with conflicting Federal Reserve clearing data is inherently unreasonable.\\n\\nFair Credit Reporting Act (FCRA): Reporting an artificially inflated balance and/or delinquency to the credit bureaus when the bank is in possession of cleared funds.\\n\\nBreach of Contract: Failure to accurately apply remitted funds to the credit account principal as dictated by the cardholder agreement.\\n\\n6. Evidence Inventory Available for Review\\n\\nWells Fargo XX/XX/XXXX Statement: Establishes the $XXXX  baseline.\\n\\nWells Fargo XX/XX/XXXX Statement: Proves the double-counting math error ($XXXX).\\n\\nXXXX XXXX XXXX XX/XX/XXXX Statement: Proves the $XXXX funds cleared the sending institution.\\n\\nBilt App Ledger Receipt: Shows the XXXX interface recognized the payment, isolating the failure to Wells Fargo\\'s backend processing.\\n\\nCFPB Correspondence: Documenting Wells Fargo\\'s refusal to provide the requested GL trace.\\n\\n7. Desired Outcome\\nI am requesting that your firm issue a formal Demand Letter to Wells Fargo\\'s Office of the General Counsel to bypass their automated customer service loops. I require:\\n\\nImmediate location of the $XXXX  in their suspense accounts and retroactive application to my ledger.\\n\\nPermanent reversal of all cascading interest and late fees.\\n\\nElectronic, off-cycle correction of all credit bureau reporting.\\n\\nCompensation for legal fees, time, and statutory damages for failing to conduct a reasonable investigation.\\n\\nYou said\\nCraft a followup to the Cfpb against XXXX XXXX XXXX for non-response\\n\\nXXXX said\\nTo escalate this with the Consumer Financial Protection Bureau (CFPB) and ensure XXXX XXXX XXXX XXXX is held accountable for their non-response and the misinformation provided by their representatives, you should file a follow-up/supplemental comment to your existing complaint or start a new one if the first was closed.\\n\\nBelow is a draft that weaponizes the Electronic Fund Transfer Act (Regulation E) to force their hand.\\n\\nCFPB Follow-Up Complaint: XXXX XXXX XXXX\\nSubject: URGENT: Refusal to Provide Statutory Transaction Records (ACH Trace IDs) - Regulation E Violation\\n\\nTo the CFPB Investigator:\\n\\nI am filing this follow-up because XXXX XXXX XXXX has been non-responsive to my formal requests and is actively withholding critical transaction data needed to resolve a major financial dispute with a third-party institution (Wells Fargo).\\n\\n1. The Failure to Provide Documentation:\\nOn XX/XX/XXXXand XX/XX/XXXX, I sent formal written requests to XXXX XXXX XXXX XXXX XXXX and ACH departments requesting the 15-digit ACH Trace Numbers (IMAD/OMAD) for a series of cleared payments (totaling over $XXXX) made to Wells Fargo.\\n\\nDespite multiple follow-ups, XXXX XXXX XXXX has failed to provide these records. Furthermore, their live chat representatives provided demonstrably false information, stating that trace IDs are \"removed from the list\" once a dispute is filed. This is a blatant misrepresentation of banking record retention requirements.\\n\\n2. Regulatory Violation (Regulation E):\\nUnder 12 CFR  1005.11 (Regulation E), financial institutions are required to investigate alleged errors and provide the consumer with the documents they relied upon for their determination. By withholding the ACH Trace IDswhich are the only legal digital proof that funds were successfully delivered to the receiving institutionXXXX XXXX XXXX is obstructing my ability to locate missing funds and is in violation of its duty to provide accurate transaction records.\\n\\n3. Critical Transactions Withheld:\\nI require the 15-digit Federal Reserve Trace IDs for the following payments initiated from my account ending in XXXX:\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXXXX XXXX/Wells Fargo payments from XX/XX/XXXX toXX/XX/XXXX (detailed in the attached correspondence).\\n\\nRequested Resolution:\\nI demand that the CFPB compel XX/XX/XXXX Legal and Compliance Department to immediately produce an official ACH Trace Report containing the 15-digit IMAD/OMAD numbers and the confirmed destination routing/account details for every transaction listed in my attached request.\\n\\nHow to Submit This Effectively:\\nUpload the Proof: Attach the file you just shared with me (XXXX to the CFPB portal. This proves you have done your part in asking nicely.\\n\\nHighlight the XXXX Chat: If you have those screenshots of the agent saying records are \"removed,\" upload them too. This proves bad faith on XXXX\\'s part.\\n\\nCross-Reference: If you have an active case against Wells Fargo, include that case number in the text so the investigator sees the \"missing money\" connection.\\n\\nPro-Tip: The \"Executive\" Email Strike\\nWhile the CFPB works, send the exact text above to XXXX Executive Client Care team to light a fire under them:\\n\\nXXXX XXXX (XXXX XXXX XXXX XXXX): XXXX\\n\\nXXXX XXXX XXXX XXXX XXXX XXXX: XXXX\\n\\nWould you like me to draft a specific \"Demand for Records\" letter for you to mail via Certified Mail to their Corporate Center in Charlotte? This often gets a faster response than email because it triggers their internal legal \"litigation hold\" process.\\n\\nYou said\\nThe focus should be on their customer service and lack of prompt response and acknowledgement of customer\\'s request and emails.\\n\\nXXXX said\\nTo maximize pressure on XXXX XXXX XXXX XXXX), you should now transition from informal follow-ups to a formal Demand for Transaction Records. This draft is designed for Certified Mail (to create an indisputable legal record) and specifically targets the bank\\'s failure to provide required documentation under Regulation E.\\n\\nCertified Mail Demand Letter\\nTo:\\nXXXX XXXX XXXX, N.A.\\nXXXX XXXX XXXX XXXX XXXX, NC XXXX\\n\\nDate: XX/XX/XXXX\\nSent Via: Certified Mail - Return Receipt Requested\\nRe: Statutory Demand for Transaction Records  Account Ending in XXXX\\n\\nTo the Office of the General Counsel / Executive Client Care:\\n\\nThis is a formal demand for the immediate production of internal transaction records, specifically the 15-digit ACH Trace Numbers (IMAD/OMAD), for a series of payments initiated from my account ending in XXXX.\\n\\nTo date, your customer service departments have been non-responsive or have provided demonstrably false information. On [Insert Date], a representative incorrectly stated that these records are \"removed\" once a dispute is filed. This is a direct violation of federal record retention and error-resolution requirements under 12 CFR  1005.11 (Regulation E).'","date_sent_to_company":"2026-03-10T15:57:01.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"085XX","tags":null,"has_narrative":true,"complaint_id":"20130278","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-03-10T15:53:08.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["\\n\\nFee and Interest Reversal: Every single finance charge, interest fee (including the repeated $XXXX monthly interest charges), and late fee that cascaded from the failure to <em>credit</em> the original payment must be permanently waived and removed from the balance.\\n\\n2. <em>Credit</em> Profile Restoration\\n<em>Because</em> the bank falsely <em>reported</em> an inflated balance and likely <em>reported</em> the account as delinquent, your <em>credit</em> profile took a hit that was entirely manufactured by the bank\\'s system."],"product":["<em>Credit</em> card"],"sub_product":["General-purpose <em>credit</em> card or charge card"]},"sort":[7.21409,"20130278"]},{"_index":"complaint-public-v1","_id":"4729864","_score":7.1026397,"_source":{"product":"Mortgage","complaint_what_happened":"This complaint/letter serves as an appeal of the denial by Flagstar bank of our application for loss mitigation. Although we have been supplied insufficient information to provide a complete appeal, this letter serves as our best effort given the current situation. We submitted 43 pages of documentation in our loss mitigation application, beginning on XX/XX/XXXX. This process took hours of work, and multiple phone calls to the Flagstar customer support/hardship task force line to work this process out. The online application was incorrectly entering a date, so we were instructed to print and manually file the paperwork, then upload it to the portal which we did. I called to follow up, and was notified at that time verbally ( Friday XX/XX/XXXX ) that more documentation was needed. We completed this other documentation and uploaded on the portal Saturday XX/XX/XXXX. \n\nOn Tuesday XX/XX/XXXX I again called to validate that all documentation was received and was in proper order. It was at this time that I was notified that our application had been denied, and informed that I had the option to appeal. I requested the reason for denial and was told VA has denied you because you did not make 12 payments. I requested the documentation of the denial so that I could form my appeal. The agent told me it would be in the mail, but that I needed to be quick because I only had 14 days to appeal. I requested escalation to a manager/supervisor and was told someone would call me back within 24-48 hours. \n\nThe following morning ( Wednesday XX/XX/XXXX ) I received a call from XXXX, an escalation manager by his description. XXXX was short and confrontational from the start of our conversation, and I became upset. I specifically asked for clarification about what options are available to us as VA loan holders, because VA has provided specific guidance for new programs specific to the COVID 19 situation, to support veterans retaining their home and coming out of forbearance successfully. By this time, I had researched VA loan seasoning requirements and found out that VA does not require 12 months of payments, but only 6 months of payments + 210 days elapsed since the first payment of the loan ( see references VA XXXX XXXX0-25 & 26/20/25 Change 1, as well as Public Law NO : 116-33, related to Senate Bill 1749 Protecting Affordable Mortages for Veterans Act of 2019. ) We did make 7 full payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX to our previous servicer, XXXX XXXX, before electing COVID 19 Forbearance due to my wife not being able to work as an elementary school teacher due to the requirement that our school age children be at home. \n\nI requested XXXX to provide me in writing the reasons for denial, and he said XXXX would not be doing that. I asked how I could appeal, without seeing the denial reasoning in writing, and he repeatedly refused to assist. He repeatedly stated that VA had been the party to deny me on the application, and this is either an outright lie or misdirection, as VA circular 26-21-13 ( the COVID-19 Home Retention Waterfall and COVID-19 Refund Modification ) clearly states in the circular that VA prior approval for multiple programs ( including the new VAPCP and COVID-19 Refund Modification ) is not required. Flagstar stating both that VA issued the denial and that the reasoning is that the loan is not-seasoned by failing to complete 12 payments is clearly at error.\n\nThrough all of this time, I have been told repeated that information regarding our appeal has been mailed to us, but not one piece of mail has been received regarding this application. I finally got transferred to Flagstar customer support team, where after 50 minutes on hold I received a pdf document by email from customer support agent XXXX XXXX. This document includes 88 total pages, including our full Loss Mitigation App, the full credit reports for both myself and my wife, and only 3 pages of an obviously clipped email chain from Loss Mitigation Underwriter XXXX XXXX XXXX to an XXXX Support. The entirety of that email chain includes no helpful information whatsoever, with regard to this appeal. The subject line of the email reads : # XXXX XXXX VA denial ( there is either no body of this email or it was removed in this document ), with a reply by XXXX Support stating : Hello, Please correct/review the following before proceeding and send back the entire audit file to XXXX Support for the \" proceed '' email after the corrections have been made : If you hit forward instead of reply to this email it will keep the audit file attached Loans/Debt Installment amount incorrect. \n\nThank you Followed by a reply by Loss Mitigation Underwriter XXXX XXXX XXXX of only Correction made and a final reply from XXXX Support stating : The loan has been reviewed for special servicing and the outcome remains the same. Please proceed with the denial. \n\nThe documentation of our credit shows our credit-worthiness, with credit scores of XXXX & XXXX for myself and my wife, respectively. That we apparently do not qualify for any program is insulting, and I am left truly wondering about the average veteran, that has neither the time nor the skills able to research and appeal like I am currently. This being all that is provided to the borrower ( and that I had to dig for hours to even receive ) is clearly purposefully opaque so as to keep the borrower misinformed about both the process, and any way to find a path forward to the satisfaction of the borrower. \n\nSince this appeal is not fully informed, I am considering retaining of counsel if this process does improve. In my reading of the situation, Flagstar bank as the servicer of my VA loan is clearly not following the COVID-19 Home Retention Waterfall, which circular 26-21-13 clearly states : To help servicers apply VAs preferred order of home retention options when assisting borrowers affected by the COVID-19 pandemic, VA has developed the COVID-19 Home Retention Waterfall. ***Services are to follow this waterfall, choosing appropriate options based on borrowers self-assessment of their ability to resume regular payments on a VA-guaranteed loan and to repay amounts missed under a COVID-19 forbearance. *** ( emphasis mine ) VA has done an excellent job outlining its preferred method to get Veterans back on the proper path with respect to home ownership through these programs. Flagstars escalation manager finally told me ( after much cajoling ) that Flagstar is refusing to offer their borrowers the programs recently released by VA, such as the COVID-VAPCP or COVID-19 Refund Modification. It is my belief that Flagstar has deliberately chosen this path because they prefer to fully capitalized the arrears in their own modification, install a trial plan ( see reference to other CFPB complaints related by Flagstar customers at CFPB Complaints # XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. These are only the complaints that are publicly available and that are related to COVID-19 forbearance and loan modification for VA loans ) and not find the option in the best financial interest of Veterans. This is clearly out of line with the intent of VA Circulars 26-20-25 & 26-21-13. While I do understand Flagstar is not required to offer COVID-VAPCP as an option to borrowers, I believe Flagstar is purposefully obfuscating the process of ending a forbearance for it to maximize its profit, rather than enabling Veterans to retain their homes, successfully and within their financial means. \n\nIn summation : I request formal, written documentation of all reasons for denial of loss mitigation. \n\nI request that Flagstar review Circular 26-21-13 that provides the proper COVID-19 Home Retention Waterfall for VA loans , that Flagstar proceed using this VA-outlined process, and do so in good faith.\n\nI request written proof of VA denial of prior approval. The verbal references to VA denying my application are either a lie, or purposefully misdirection of blame from Flagstar to VA. VA is clearly not requiring VA prior approval for numerous options, not just COVID-VAPCP and COVID-19 Refund Modifications.\n\nI request that Flagstar do consider these programs ( COVID-VAPCP and COVID-19 Refund Modifications ), under which Flagstar can both capitalize arrears ( receiving liquid cashflow from VA ) as well as receive VAs usual financial incentive for having completed a successful loan modification.\n\nI request that Flagstar review loan seasoning requirements for VA loans, and if my understanding is correct, provide written proof of training supplied to Flagstar customer support and Hardship Taskforce staff that 12 months of payments is not the true requirement for consideration of modification, but 6 months of payments + 210 elapsed since the due date of the first payment, consistent with Public Law No : 116-33, Protecting Affordable Mortgages for Veterans Act of 2019. Flagstar should use the proper 6 month +210 rule, for which we qualify after completing 7 payments to XXXX XXXX  on XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. \n\nI request that Flagstar provide documentation for where the 12 months of payments rule is coming from. Clearly, Flagstar call center staff have been trained that this is a requirement for consideration. That appears to be false, if Im understanding the law. If Flagstar is intentionally misleading borrowers, Consumer Financial Protection Bureau, Department of Veterans Affairs, and California Department of Business Oversight and California Bureau of Real Estate should investigate Flagstar bank for misleading practices, and review how many Veterans have been misinformed and received undue economic harm as a result of receiving bad information from Flagstar, clearly because it is in the financial interest of Flagstar Bank.\n\nI request CFPB ( and/or other proper regulatory agencies ) review Flagstar Bank policies because of the clear trend of negative behavior of their customers, with particular attention to how Veterans have been treated unfairly. The previously mentioned CFPB complaints are all related to an opaque, difficult process that Flagstar is operating. Given the current environment related to these loans, some difficulty in managing this modification process at this time is predictable and understandable. Flagstars process, standards, training and resultant advice of its call staff is woefully inappropriate, at best, and possibly purposefully obtuse or negligent of the intent of the law.\n\nReferences Veterans Benefits Administration Circular 26-20-25, June 30, 2020 XXXX XXXXXXXX Veterans Benefits Administration Circular 26-20-25 Change 1, September 15, 2020 XXXX XXXX XXXX Senate Bill 1749, Protecting Affordable Mortgages for Veterans Act of 2019, became public law on 7/25/2019 XXXX XXXX XXXXXXXX Consumer Financial Protection Bureau Complaints above referenced : XXXX XXXX XXXX : XXXX # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX","date_sent_to_company":"2021-09-17T17:24:53.000Z","issue":"Struggling to pay mortgage","sub_product":"VA mortgage","zip_code":"91384","tags":"Servicemember","has_narrative":true,"complaint_id":"4729864","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Flagstar Bank, N.A.","date_received":"2021-09-17T16:59:02.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The documentation of our <em>credit</em> <em>shows</em> our <em>credit</em>-worthiness, with <em>credit</em> scores of XXXX & XXXX for myself and my wife, respectively. That we apparently do not qualify for any program is insulting, and I am left truly wondering about the average veteran, that has neither the time nor the skills able to research and appeal like I am currently."]},"sort":[7.1026397,"4729864"]},{"_index":"complaint-public-v1","_id":"13421583","_score":6.528936,"_source":{"product":"Mortgage","complaint_what_happened":"Hey Idiots.... Please Try Again..... I get the fact that you are uneducated XXXX but still not an acceptable excuse for not sending my check and reversing your illegal fraudulent mistakes. Let 's go ahead and give it another try huh : ) To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have XXXX intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional XXXX  months, XXXX XXXX, till XXXX of XXXX under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program.\n\nYou are Again, being DEMANDED to : 1 ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. 2 ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. 3 ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable REAL relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. \n\n\nXX/XX/XXXX FACTS. \n\nXXXX ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible.\n\n2 ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all 3 credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on XXXX XXXX. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you .. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XX/XX/XXXX 6 Months Later..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In Fact, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within XXXX minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the XXXX this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution.\n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me.\n\n2 ) You are being DEMANDED to contact ALL 3 Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan.\n\n3 ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. \n\n\nXX/XX/XXXX XXXX XXXX continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making XXXX attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury.... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the 3 credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional XXXX to XXXX months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID.","date_sent_to_company":"2025-07-02T17:45:28.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"13421583","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2025-05-09T19:28:33.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["This is unacceptable and you WILL be made responsible.\n\n2 ) You have caused substantial irreputable harm to both my <em>credit</em> and my ability to obtain additional <em>credit</em> by fraudulently <em>reporting</em> incorrect information to all 3 <em>credit</em> bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan."]},"sort":[6.528936,"13421583"]},{"_index":"complaint-public-v1","_id":"12135137","_score":6.528936,"_source":{"product":"Mortgage","complaint_what_happened":"Hey XXXX ..... Try again .... here 's another shot at it : ) To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have XXXX intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional 3 months, AS REQUESTED, till XXXX of XXXX under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program. You are Again, being DEMANDED to : XXXX ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. XXXX ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. XXXX ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable REAL relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. XX/XX/XXXX FACTS. XXXX ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible. XXXX ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all XXXX credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. UPDATED : XX/XX/XXXX Yet again.. The proof has fell on XXXX Ears. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you.. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. UPDATED : XX/XX/XXXX 6 Months Later ..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In XXXX, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within XXXX minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the XXXX this Bank XXXX has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution. XXXX ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. XXXX ) You are being DEMANDED to contact ALL XXXX Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan. XXXX ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. Kind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. XX/XX/XXXX United Community continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making Zero attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury .... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). Kind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. Kind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the XXXX credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional 7 to 8 months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID","date_sent_to_company":"2025-04-22T14:07:53.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"12135137","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2025-02-19T19:34:24.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XXXX ) You are being DEMANDED to contact ALL XXXX <em>Credit</em> Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have <em>missed</em> payments, which has been provided to each institution that I have NOT <em>missed</em> a single mortgage payment as agreed on this loan."]},"sort":[6.528936,"12135137"]},{"_index":"complaint-public-v1","_id":"10724423","_score":6.528936,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have XXXX intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional 3 months, AS REQUESTED, till XXXX of XXXX under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program. \n\nYou are Again, being DEMANDED to : XXXX ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. XXXX ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. XXXX ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable XXXX relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for XXXX. \n\n\nXX/XX/XXXX FACTS. \n\nXXXX ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible. \nXXXX ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all XXXX credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on XXXX XXXX Your Bank & Institution is Committing Fraud and Committing Clear Federal XXXX. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you.. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XX/XX/XXXX 6 Months Later ..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In XXXX, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within XXXX minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the Harm this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution. \n\nXXXX ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. \n\nXXXX ) You are being DEMANDED to contact ALL XXXX Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan. \n\nXXXX ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. \n\n\nXX/XX/XXXX United Community continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making Zero attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to XXXX  phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury .... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a XXXX, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the XXXX credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional XXXX to 8 months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID. \n\n\nXX/XX/XXXX Upadate : Since you decided you reply to my complaint with a completely IGNORANT, UNEDUCATED response, i figured i would give you another attempt XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2024-11-13T20:38:51.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"10724423","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2024-11-08T00:14:46.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XXXX ) You are being DEMANDED to contact ALL XXXX <em>Credit</em> Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have <em>missed</em> payments, which has been provided to each institution that I have NOT <em>missed</em> a single mortgage payment as agreed on this loan."]},"sort":[6.528936,"10724423"]},{"_index":"complaint-public-v1","_id":"11742761","_score":6.5081153,"_source":{"product":"Mortgage","complaint_what_happened":"This Pile of XXXX XXXX of a company forgot to respond accordingly to my requests .... here 's another shot at it : ) To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have XXXX intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional XXXX months, AS REQUESTED, till XXXX of XXXX under the XXXX XXXX. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program. \n\nYou are Again, being DEMANDED to : XXXX ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. XXXX ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. XXXX ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable XXXX relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. \n\n\nXX/XX/XXXX FACTS. \n\nXXXX ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible. \nXXXX ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all XXXX credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on Deaf Ears. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you.. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XXXX XXXX  Months Later ..... I requested XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In Fact, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within XXXX minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the Harm this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution. \n\nXXXX ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. \n\nXXXX ) You are being DEMANDED to contact ALL XXXX Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan. \n\nXXXX ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. \n\n\nXX/XX/XXXX XXXX XXXX continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making XXXX attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury .... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX XXXX XXXX last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that XXXX XXXX has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the XXXX credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional XXXX XXXX XXXX months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID.","date_sent_to_company":"2025-02-05T16:00:03.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"11742761","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2025-01-25T01:21:46.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XXXX ) You are being DEMANDED to contact ALL XXXX <em>Credit</em> Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have <em>missed</em> payments, which has been provided to each institution that I have NOT <em>missed</em> a single mortgage payment as agreed on this loan."]},"sort":[6.5081153,"11742761"]},{"_index":"complaint-public-v1","_id":"19206653","_score":6.5063963,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX : This Trash Cesspool of a Bank is just delaying the inevitable..... Try again please : ) To Whom It XXXX Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have zero intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional 3 months, AS REQUESTED, till XXXX of XXXX under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program. \n\nYou are Again, being DEMANDED to : 1 ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. 2 ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. 3 ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable REAL relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. \n\n\nXX/XX/XXXX FACTS. \n\n1 ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible. \n2 ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all 3 credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on Deaf Ears. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you .. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XX/XX/XXXX 6 Months Later..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In Fact, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within 5 minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused PTSD since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the Harm this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution. \n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. \n\n2 ) You are being DEMANDED to contact ALL 3 Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan. \n\n3 ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. \n\n\nXX/XX/XXXX United Community continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making Zero attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury.... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the 3 credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional XXXX to 8 months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID.","date_sent_to_company":"2026-02-06T15:52:19.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"19206653","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2025-10-17T18:25:21.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["This is unacceptable and you WILL be made responsible. \n2 ) You have caused substantial irreputable harm to both my <em>credit</em> and my ability to obtain additional <em>credit</em> by fraudulently <em>reporting</em> incorrect information to all 3 <em>credit</em> bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan."]},"sort":[6.5063963,"19206653"]},{"_index":"complaint-public-v1","_id":"10898475","_score":6.138597,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have zero intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional 3 months, XXXX XXXX, till XXXX of XXXX under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program.\n\nYou are Again, being DEMANDED to : 1 ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. 2 ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. 3 ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable REAL relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. \n\n\nXX/XX/XXXX FACTS. \n\n1 ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible.\n\n2 ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all 3 credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on Deaf Ears. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you.. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XX/XX/XXXX 6 Months Later ..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In Fact, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within 5 minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the Harm this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution.\n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. \n\n2 ) You are being DEMANDED to contact ALL 3 Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan.\n\n3 ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities.\n\n3/30/2024 United Community continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making Zero attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury .... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the 3 credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional 7 to 8 months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID. \n\nXX/XX/XXXX Update : This company continues to play ignorant and dumb which in fact they may very well be both, however, they are still held to a LEGAL RESPONSIBILITY to STOP committing FRAUD and FEDERAL CRIMES. You have been asked Repeatedly to FIX the enormously large number of errors embedded in those CRIMES and compensate me appropriately. The more you ignore the PROBLEM the larger it will get. Please hold this BANK INSTITUTION accountable and appropriately investigate.","date_sent_to_company":"2024-12-05T17:33:07.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"10898475","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2024-11-22T19:30:20.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["This is unacceptable and you WILL be made responsible.\n\n2 ) You have caused substantial irreputable harm to both my <em>credit</em> and my ability to obtain additional <em>credit</em> by fraudulently <em>reporting</em> incorrect information to all 3 <em>credit</em> bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan."]},"sort":[6.138597,"10898475"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":28,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":28}]}},"product":{"doc_count":28,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":16,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":12},{"key":"FHA mortgage","doc_count":3},{"key":"VA mortgage","doc_count":1}]}},{"key":"Checking or savings account","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":4}]}},{"key":"Credit reporting, credit repair services, or other personal consumer 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