{"took":658,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":788,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4749970","_score":21.067675,"_source":{"product":"Mortgage","complaint_what_happened":"I am writing to Select Portfolio, Inc. to request specific itemized information about the accounting and servicing of the mortgage and of my need for understanding and clarification of various charges, credits, debits, transactions, actions, payments, analyses and records related to the servicing of the loan from its inception to the present date of my deceased mother XXXX XXXX XXXX. \n\n\nI also request that you conduct your own investigation and audit of my account since its inception to validate the debt you claim I owe you is accurate to the XXXX. Please do not rely on previous servicers or originators assurances or indemnity agreements and refuse to conduct a full audit and investigation of my account. \n\nTo insure this, I have authorized a thorough review, examination, accounting and audit of the mortgage loan # XXXX. This exam and audit will review my deceased mothers mortgage loan file from the date of my initial contact, application and the origination of my loan to the present date written above. In addition I attached my mothers death certificate and is acting on her behalf as heir to the estate.","date_sent_to_company":"2021-09-24T06:31:54.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"4749970","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2021-09-24T00:20:30.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I also request that you conduct your own investigation and <em>audit</em> of my <em>account</em> since its inception to validate the debt you claim I owe you is accurate to the XXXX. Please do not rely on previous <em>servicers</em> or originators assurances or indemnity agreements and refuse to conduct a <em>full</em> <em>audit</em> and investigation of my <em>account</em>. \n\nTo insure this, I have authorized a thorough review, examination, <em>accounting</em> and <em>audit</em> of the mortgage <em>loan</em> # XXXX."],"company":["SELECT PORTFOLIO <em>SERVICING</em>, INC."]},"sort":[21.067675,"4749970"]},{"_index":"complaint-public-v1","_id":"4046930","_score":20.551294,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/2020 SPS ( Select Portfolio Servicing ) performed an \" Audit '' of my mortgage account as documented by notice. Following the \" Audit '' the account was paid in full with an escrow balance. The notice they sent claims the previous servicer of the account, XXXX XXXX XXXX XXXX, overcharged interest rates on the ARM, improperly adding a floor rate cap. An overpayment of {$34000.00} on an original {$48000.00} mortgage occurred. The ARM interest charge apparently had been wrong since possibly the inception of the loan, but the lender will not give the borrower the specific loan details over the lifetime of the loan. The most recent interest rate adjustment by SPS was incorrect as documented by notice.","date_sent_to_company":"2021-01-04T22:23:54.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33444","tags":null,"has_narrative":true,"complaint_id":"4046930","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2021-01-04T21:45:24.000Z","state":"FL","company_public_response":"Company believes complaint is the result of an isolated error","sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/2020 SPS ( Select Portfolio <em>Servicing</em> ) performed an \" <em>Audit</em> '' of my mortgage <em>account</em> as documented by notice. Following the \" <em>Audit</em> '' the <em>account</em> was paid in <em>full</em> with an escrow balance. The notice they sent claims the previous <em>servicer</em> of the <em>account</em>, XXXX XXXX XXXX XXXX, overcharged interest rates on the ARM, improperly adding a floor rate cap. An overpayment of {$34000.00} on an original {$48000.00} mortgage occurred."],"company":["SELECT PORTFOLIO <em>SERVICING</em>, INC."]},"sort":[20.551294,"4046930"]},{"_index":"complaint-public-v1","_id":"4157499","_score":20.28495,"_source":{"product":"Mortgage","complaint_what_happened":"The purpose of this memo is to bring attention to auditing errors that occurred just before the loan was paid in full. The account holder, XXXX XXXX, has made several attempts to resolve this matter with Loan Depot. The following auditing errors have occurred : XXXX & XX/XX/2020 MORTGAGE STATEMENTS Mortgage Statements on XXXX, XXXX, and XXXX have amount due balances of {$9700.00} ; {$18000.00} ; {$12.00}, XXXX respectively. Please provide an accurate auditing explanation. \n\nESCROW BALANCE Escrow balance on the XXXX statement was {$1500.00}. In XXXX, the escrow balance goes down to {$640.00} with no explanation on the monthly statement. The final escrow disbursement was {$360.00}. Please provide a full escrow balance audit and explain why {$1500.00} was not disbursed to the account holder. \n\nPAYOFF PAYMENT On XXXX, a payoff statement was generated by Loan Depot for {$700000.00}. On XXXX, a wire transfer in the amount of {$700000.00} was sent to Loan Depot. On XXXX, Loan Depot increased the payoff payment to {$700000.00}. This is a difference of {$5000.00}. Please provide a full payoff audit and explain why {$5000.00} was added to the final payoff payment. \n\nMILITARY DEFERMENT Pursuant to the California Military Families Financial Relief Act ( Military and Veterans Code Div.4, Ch.3, Sec. 800-813 ), a XXXX who is called to XXXX XXXX XXXX defer mortgage payments ( interest and principal ) up to 180 days annually, if the service time is longer than 180 days. Military orders from XX/XX/XXXX to XXXX ( 204 days ) were provided to Loan Depot. However, Loan Depot only honored 150 days of the 180-day deferment. Please provide an explanation for why the full deferment period was not honored.","date_sent_to_company":"2021-02-22T20:33:22.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"94608","tags":"Servicemember","has_narrative":true,"complaint_id":"4157499","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2021-02-22T19:56:47.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Please provide a <em>full</em> escrow balance <em>audit</em> and explain why {$1500.00} was not disbursed to the <em>account</em> holder. \n\nPAYOFF PAYMENT On XXXX, a payoff statement was generated by <em>Loan</em> Depot for {$700000.00}. On XXXX, a wire transfer in the amount of {$700000.00} was sent to <em>Loan</em> Depot. On XXXX, <em>Loan</em> Depot increased the payoff payment to {$700000.00}. This is a difference of {$5000.00}. Please provide a <em>full</em> payoff <em>audit</em> and explain why {$5000.00} was added to the final payoff payment."]},"sort":[20.28495,"4157499"]},{"_index":"complaint-public-v1","_id":"10896015","_score":20.172829,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Florida [ Date : XX/XX/XXXX ] To : Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX, IA XXXX Subject : Formal Complaint Regarding Irregularities in the Transfer and Management of My Mortgage Account ( # Loan Ending in XXXX ) Dear CFPB Representatives, I am filing a formal complaint against XXXX XXXX XXXX and Valon Mortgage for multiple irregularities and lack of transparency in the transfer and subsequent servicing of my mortgage loan. Despite numerous requests, neither servicer has provided the complete and detailed payment history required by law, nor have they conducted the necessary audits to ensure the accuracy of the account at the time of transfer. These failures violate both federal laws, including the Real Estate Settlement Procedures Act ( RESPA ) and the Truth in Lending Act ( TILA ), as well as Florida state laws regarding mortgage servicing and consumer protection. I request your intervention to ensure these entities fulfill their obligations and resolve this matter. \n\nSummary of Events Loan Transfer : In XX/XX/XXXX, my mortgage loan was transferred from XXXX XXXXXXXX XXXX  to Valon Mortgage. \nXXXX XXXX XXXX failed to provide a complete payment history or conduct an audit of the account as part of the transfer process. Instead, Valon Mortgage received incomplete and fragmented information, as evidenced by their inability to provide a full breakdown of payments dating back to the loans origination in XX/XX/XXXX. \nRepeated Requests for a Complete Audit : Starting in XX/XX/XXXX, I have repeatedly requested a full and detailed payment history, including a breakdown of how payments were applied to the principal, interest, escrow, and other charges from the loans inception. \nValon Mortgage has consistently avoided providing a full audit or verifying the accuracy of the data transferred from XXXX. Instead, they have cited limitations, including their inability to generate a historical amortization schedule or audit how additional principal payments impacted the loan. \nEscalations and Delays : Valon Mortgage has repeatedly delayed addressing my concerns. Most recently, on XX/XX/XXXX, they requested an additional XXXX XXXX for an investigation, continuing a pattern of delay that has persisted for nearly XXXX XXXX \nImpact of Incomplete Information : The absence of a complete payment history has created significant confusion regarding : How payments were applied prior to and after the transfer. \nHow escrow funds were managed, including contributions and disbursements. \nHow additional principal payments were allocated. \nThis lack of clarity prevents me from verifying the accuracy of my account and raises doubts about whether XXXX XXXX XXXX conducted a proper audit before transferring the account. \nViolations Identified Federal Violations ( RESPA and TILA ) : Real Estate Settlement Procedures Act ( RESPA ) ( 12 U.S.C. 2605 ) : Requires loan servicers to ensure that all account information, including payment histories, is accurately transferred during a servicing transfer. \nMandates that servicers provide a detailed and complete payment history upon request, including an explanation of how payments were applied. Both XXXX XXXX XXXX and Valon Mortgage failed to meet these requirements.\n\nTruth in Lending Act ( TILA ) ( 15 U.S.C. 1601 et seq. ) : Grants borrowers the right to understand how payments have been applied to their loan, including the allocation of principal, interest, and other charges.\n\nValon Mortgages refusal to provide a full historical audit of my account violates TILA by hindering my ability to verify and understand the status of my loan. \nState Violations ( Florida Consumer Protection Laws ) : Florida Statutes Chapter 494 ( Mortgage Brokerage and Lending ) : Mortgage servicers are required to act in good faith and provide accurate account information to borrowers. \nThe repeated delays and incomplete responses from Valon Mortgage constitute bad faith handling of my requests.\n\nFlorida Deceptive and Unfair Trade Practices Act ( FDUTPA ) ( Fla. Stat. 501.201 ) : Prohibits unfair or deceptive practices in the conduct of trade or commerce, including mortgage servicing.\n\nThe failure of Caliber Home Loans to provide a complete and accurate account history, combined with Valon Mortgages ongoing evasive responses, represents a potential violation of FDUTPA. \nFormal Requests I respectfully request the CFPB to take the following actions to ensure compliance with federal and state laws : Full Audit of the Loan : Conduct an independent audit of my mortgage account, detailing how all payments have been applied to the principal, interest, escrow, and other charges since the loans origination in XX/XX/XXXX. \nReview of the Loan Transfer Process : Investigate whether Caliber Home Loans conducted a proper audit of my account before transferring the loan to Valon Mortgage and whether Valon verified the accuracy of the transferred information.\n\nEscrow Account Analysis : Provide a complete breakdown of all escrow contributions, disbursements, and adjustments to ensure funds were handled accurately and in compliance with RESPA.\n\nEnsure Compliance with Legal Deadlines : Require Valon Mortgage to promptly respond to all future requests, adhering to the deadlines established under RESPA and other applicable laws.\n\nConclusion The failure of Caliber Home Loans to provide a complete account history during the transfer, combined with Valon Mortgages evasive responses and repeated delays, has created unnecessary confusion and uncertainty. These failures have prevented me from verifying the accuracy of my mortgage account and represent clear violations of both federal and Florida state laws. I request the CFPBs intervention to hold these entities accountable and ensure that my account is properly audited. \n\nThank you for your attention to this matter. I am available to provide additional documentation or clarification as needed. \n\nSincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX XXXX XXXX","date_sent_to_company":"2024-11-26T19:38:03.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"32257","tags":null,"has_narrative":true,"complaint_id":"10896015","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Valon Technologies, Inc.","date_received":"2024-11-23T01:10:27.000Z","state":"FL","company_public_response":null,"sub_issue":"Loan sold or transferred to another company"},"highlight":{"complaint_what_happened":["Valon Mortgages refusal to provide a <em>full</em> historical <em>audit</em> of my <em>account</em> violates TILA by hindering my ability to verify and understand the status of my <em>loan</em>. \nState Violations ( Florida Consumer Protection Laws ) : Florida Statutes Chapter 494 ( Mortgage Brokerage and Lending ) : Mortgage <em>servicers</em> are required to act in good faith and provide accurate <em>account</em> information to borrowers."],"sub_issue":["<em>Loan</em> sold or transferred to another company"]},"sort":[20.172829,"10896015"]},{"_index":"complaint-public-v1","_id":"20276554","_score":19.81579,"_source":{"product":"Mortgage","complaint_what_happened":"This complaint is a formal escalation regarding the continued mismanagement of my mortgage account by XXXX XXXX ( Loan Number : XXXX ). The issues with this account extend beyond a single payment error and involve a pattern of servicing problems including misapplied payments, internal movement of funds, refusal to conduct an audit, and concerns regarding the accuracy of calculations used in a loan modification. \n\nThe servicing problems with this account go back well before XX/XX/year>. Over time, payments have been misapplied within the servicing system and funds appear to have been internally moved or reallocated rather than correcting the underlying posting errors. These actions have resulted in an inaccurate payment timeline and confusion regarding the true status of the account. \n\nOne example of this occurred when the XX/XX/year> mortgage payment, which was paid on XX/XX/year>, was recorded by the servicer as being received XX/XX/year>. This shifted the payment timeline forward within the system and caused the XXXX payment to appear unpaid. \n\nDuring a live chat with a servicing representative, the agent acknowledged that internal adjustments had been made to the account and stated : There have been fees waived, and payments moved on the account to complete the full payments. \n\nThis statement confirms that payments were internally moved within the servicing ledger rather than correcting the original posting error and payment timeline. Full payments had already been made for the applicable billing periods, therefore moving funds within the account does not correct the underlying servicing error. \n\nIn addition to these payment application issues, funds that were being held within the account appear to have been used when calculating a loan modification rather than relying on the correct payment history and account status. This raises serious concerns about whether the modification terms were calculated using inaccurate servicing data. \n\nI have repeatedly requested a full servicing audit and reconciliation of the account. These requests were refused, and additional written correspondence disputing the account history was not acknowledged. \n\nDespite prior disputes and an earlier complaint, the servicer has failed to properly investigate the account or correct the servicing errors. \n\nAt this point the following issues remain unresolved : Payments have been misapplied within the servicing system Funds have been internally moved or reallocated instead of correcting posting errors The payment timeline within the servicing ledger remains inaccurate Requests for a full servicing audit have been refused Written disputes have gone unanswered Funds held within the account may have been used when calculating the loan modification Credit reporting may reflect inaccurate payment information resulting from these servicing errors Because the account history remains unresolved, I am requesting that the servicer be required to conduct a full servicing audit and reconciliation of the account. \n\nSpecifically, I am requesting that the servicer provide the complete loan transaction history and servicing ledger for this account, including all transaction codes, effective dates, posting dates, suspense or unapplied funds activity, internal adjustments, reversals, and payment application details. \n\nThis request also includes documentation showing how each payment was applied to principal, interest, escrow, fees, and any suspense or unapplied funds accounts. \n\nI am also requesting documentation and calculation worksheets used to determine the terms of the loan modification to confirm that the modification was calculated using accurate payment history and account balances. \n\nThe payment ledger should accurately reflect the true payment dates and correct application of funds. Any inaccurate credit reporting resulting from these servicing errors should be corrected.","date_sent_to_company":"2026-04-21T15:53:11.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"522XX","tags":null,"has_narrative":true,"complaint_id":"20276554","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2026-03-15T04:35:25.000Z","state":"IA","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":["resulting from these <em>servicing</em> errors Because the <em>account</em> history remains unresolved, I am requesting that the <em>servicer</em> be required to conduct a <em>full</em> <em>servicing</em> <em>audit</em> and reconciliation of the <em>account</em>."],"sub_issue":["Trying to communicate with the company to fix an issue while managing or <em>servicing</em> your <em>loan</em>"]},"sort":[19.81579,"20276554"]},{"_index":"complaint-public-v1","_id":"16529472","_score":19.662691,"_source":{"product":"Student loan","complaint_what_happened":"I have documents that show DOE to the servicer mishandled information and the {$78000.00} funded to the college that resulted in a balance compounded of $ XXXX to $ XXXX even after the $ XXXX reported by DOE Rep was reported. This has not been resolved as of yet and I am still being punished with compunded interest on bakances from XXXX to XXXX that I should not have? How can a full funded balance w interest in XXXX of $ XXXX given to me by DOE turn into $ XXXX within a few months of the same year then $ XXXX the year after. I request a legal audit to show things changed in the system to fit their excuse that is not legal or right for a borrower from someones mistake in XXXX. All the loans mishandled by DOE & Servicer 's for XXXX to XXXX for my daughter was supposed to be deleted and paid and full with good standing with the legal claim against the Servicer 's in XXXX but they were not funded over with the others?? Another misgrouse of injustice news stations are finding out. I am being punished year after year with high interest rates, XXXX  and can not buy a home because of someones miscalculated mistakes and injustice to the handling of the {$78000.00} full balance for my daughter. DOE reported was only fully all $ XXXX in XXXX that servicers turned into twice as much with their fees same year feom DOE?? How? Now every year interest is accrued on false balances and false accounts I am not responsible for? I am asking for a full audit of computer changes, inputs, deletes, voidings, corrections, etc per management of DOE and Service 's by outside auditing to see all the false changes that have been going in with these accounts that should be deleted as paid in full back in good standing back in XXXX. I am victim to mishandling etc from XXXX. Please refer to the law firm from XXXX on all their mishandling cases and you will see that all these from XXXX to XXXX were also to be included with the case XXXX?! I look to have a more detailed outside audit into their records than their word, please. We were paying all the loans off as balance of $ XXXX given to us by DOE of all in XXXX funded in full of total {$78000.00} to the school. Thank you.","date_sent_to_company":"2025-10-12T14:20:49.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"28120","tags":null,"has_narrative":true,"complaint_id":"16529472","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"Servicer under contract with Federal Student Aid","date_received":"2025-10-12T13:46:35.000Z","state":"NC","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I am asking for a <em>full</em> <em>audit</em> of computer changes, inputs, deletes, voidings, corrections, etc per management of DOE and <em>Service</em> 's by outside <em>auditing</em> to see all the false changes that have been going in with these <em>accounts</em> that should be deleted as paid in <em>full</em> back in good standing back in XXXX. I am victim to mishandling etc from XXXX."],"product":["Student <em>loan</em>"],"company":["<em>Servicer</em> under contract with Federal Student Aid"],"sub_product":["Federal student <em>loan</em> <em>servicing</em>"],"sub_issue":["Received bad information about your <em>loan</em>"]},"sort":[19.662691,"16529472"]},{"_index":"complaint-public-v1","_id":"10893139","_score":19.247278,"_source":{"product":"Mortgage","complaint_what_happened":"Background Loan initiation and transfer : My mortgage loan began in XX/XX/XXXX and was serviced by Caliber Home Loans until its transfer to XXXX XXXX  on XX/XX/XXXX. \nIssues identified during the transfer : During the transfer, Caliber Home Loans failed to provide a complete payment history or conduct a proper audit to ensure that the transferred information was accurate. \nAccording to documentation received from XXXX XXXX, the initial transferred balance contained significant discrepancies that remain unexplained and unverified. \nSubsequent requests : Since XX/XX/XXXX, I have repeatedly requested from XXXX XXXX  and Caliber Home Loans a full and detailed payment history dating back to the loans inception. \nTo date, neither servicer has provided a detailed breakdown explaining how balances were adjusted during the transfer or how additional principal payments were handled.\n\nViolations Identified Non-compliance with Section 6 of RESPA ( 12 U.S.C. 2605 ) : Loan servicing transfer obligations : Under RESPA, Caliber Home Loans was required to ensure that the information transferred to XXXX XXXX  was complete, accurate, and verifiable. This includes : Providing a detailed history of all payments made by the borrower. \nAuditing and verifying principal, interest, and escrow balances before transferring the loan. \nCaliber failed to meet these requirements, as evidenced by XXXX XXXX incomplete responses and the lack of clarity regarding the adjustments made to the balance during the transfer.\n\nNon-compliance with the Truth in Lending Act ( TILA ) ( 15 U.S.C. 1639 ) : TILA requires borrowers to receive clear and accurate information about how their payments have been applied to the loan balance.\n\nCalibers refusal to provide a complete and verifiable payment history constitutes a violation of this right, as it prevents borrowers from understanding how their loan was managed.\n\nLack of transparency : The absence of a detailed payment history and discrepancies in the transferred balances demonstrate mismanagement and a lack of transparency, raising concerns about the accuracy of the account while it was under Caliber Home Loans servicing.\n\nImpact of Violations The lack of clear and detailed information has created confusion about how payments made were applied to principal, interest, and escrow.\n\nDiscrepancies in the transferred balances have undermined my confidence in the management of my mortgage account.\n\nCaliber Home Loans failure to audit the account has shifted the burden of verification onto the borrower, which is unacceptable under applicable laws.\n\nFormal Requests I respectfully request the CFPBs intervention to ensure that Caliber Home Loans complies with its legal obligations under RESPA and TILA. Specifically, I request the following : Full audit of the loan : An independent audit detailing how all payments were applied during the period Caliber Home Loans serviced my account, from XX/XX/XXXX to XX/XX/XXXX. \nReview of the transfer process : An investigation to determine whether Caliber Home Loans transferred all required information accurately and whether balances were properly audited before the transfer.\n\nComplete and verified payment history : A detailed and verifiable breakdown of how payments were applied to principal, interest, charges, and escrow during the period Caliber Home Loans serviced my account. \nCompliance with the law : Ensure that Caliber Home Loans provides complete and transparent information in compliance with standards established by RESPA and TILA.\n\nConclusion The lack of transparency and poor handling of my account by Caliber Home Loans has raised serious concerns about the accuracy of the loan transfer and the application of my payments. These violations require the CFPBs immediate intervention to ensure that Caliber fulfills its legal obligations and that my mortgage account is properly audited. \n\nThank you in advance for your attention to this matter. I am available to provide any additional documentation to support my case. \n\nSincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX XXXX XXXX","date_sent_to_company":"2024-11-23T01:56:08.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"32257","tags":null,"has_narrative":true,"complaint_id":"10893139","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Caliber Home Loans, Inc.","date_received":"2024-11-23T01:47:58.000Z","state":"FL","company_public_response":null,"sub_issue":"Loan sold or transferred to another company"},"highlight":{"complaint_what_happened":["Specifically, I request the following : <em>Full</em> <em>audit</em> of the <em>loan</em> : An independent <em>audit</em> detailing how all payments were applied during the period Caliber Home <em>Loans</em> <em>serviced</em> my <em>account</em>, from XX/XX/XXXX to XX/XX/XXXX. \nReview of the transfer process : An investigation to determine whether Caliber Home <em>Loans</em> transferred all required information accurately and whether balances were properly <em>audited</em> before the transfer."],"company":["Caliber Home <em>Loans</em>, Inc."],"sub_issue":["<em>Loan</em> sold or transferred to another company"]},"sort":[19.247278,"10893139"]},{"_index":"complaint-public-v1","_id":"3260580","_score":18.990917,"_source":{"product":"Student loan","complaint_what_happened":"On XX/XX/2019, I was notified that FHA wouldnt finance a mortgage loan if the dispute was more than {$1000.00}, rather than continue to dispute the student loan, I paid it off with my debit bank card ( XXXX, which comes directly from my banking account. ) I informed the XXXX XXXX XXXX customer service rep, I need a formal letter stating the loan was paid in full for the underwriting department for my mortgage company to compete my loan process. \nI contacted XXXX XXXX XXXX on Wednesday, XX/XX/2019, and spoke with customer service rep XXXX, and she explained that I could not get a formal letter for 30 days because of the auditing process. I explained to her that would not work since I am trying to finance a loan for a townhouse. I asked to speak to a supervisor, and she gave me to a team leader, name XXXX. XXXX said, I can send an informal letter but I still needed to wait 30 days. I explained to XXXX according to the website I paid was reported, and do not understand why I can not received a paid in full letter. \nXXXX sent the informal letter, and I forwarded it to my mortgage, and the underwriting dept. refused the informal letter by 2 reasons : 1. the loan number on the letter did not match the loan number on the credit report, 2. the letter was not proof, that the student loan was paid in full. \nI again contacted XXXX XXXX XXXX customer service dept., and share with them the statement that my loan was paid via my bank statement. Again, the response was, we do not issue formal letter before 30 days. '' I have reviewed XXXX XXXX XXXX website 's FAQ, and there is nothing stating if the loan is paid in full, you must wait 30 days for an audit. Today, I spoke with another XXXX XXXX XXXX customer service rep, and was told that a manager would reach out to me on Monday, XX/XX/2019.","date_sent_to_company":"2019-06-06T18:47:24.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"46268","tags":"Older American","has_narrative":true,"complaint_id":"3260580","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2019-06-01T00:47:10.000Z","state":"IN","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["On XX/XX/2019, I was notified that FHA wouldnt finance a mortgage <em>loan</em> if the dispute was more than {$1000.00}, rather than continue to dispute the student <em>loan</em>, I paid it off with my debit bank card ( XXXX, which comes directly from my banking <em>account</em>. ) I informed the XXXX XXXX XXXX customer <em>service</em> rep, I need a formal letter stating the <em>loan</em> was paid in <em>full</em> for the underwriting department for my mortgage company to compete my <em>loan</em> process."],"product":["Student <em>loan</em>"],"sub_product":["Federal student <em>loan</em> <em>servicing</em>"],"sub_issue":["Problem with customer <em>service</em>"]},"sort":[18.990917,"3260580"]},{"_index":"complaint-public-v1","_id":"3735227","_score":18.901464,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/2020, I contacted my mortgage servicer, Rushmore Loan Management Services as they increased my monthly payment by {$100.00}. The customer service representative XXXX, indicated to me that the increase was due to an escrow shortage. This is the second time in 14 months that Rushmore has increased my payment due to a claiming an escrow shortage. My county taxes and home owners insurance has NOT increased in that time period, the previous increase in payment to cover an escrow shortage would cover current taxes as again, they have not increased, the {$100.00} per month increase annualized is {$1200.00} which is 50 % of my county taxes ( an impossible account shortage ), Rushmore is charging a {$65.00} \" Recoverable Advance '' for non-escrow related expenses but will not provide what those expenses are. I requested an audit of my escrow account, Rushmore refused and when I asked to speak with a supervisor, they hung up. It is clear that due to liquidity crunches in the mortgage servicing space, Rushmore is illegally billing current customers in an attempt to collect unjustified expenses. Further, I have not received prior or current notification of any kind, regarding an escrow increase as is required by statute. Rushmore refuses to perform an escrow audit, justify these increases and expenses and as well, is in violation of CFPB and California State Regulations. I request a full audit of my escrow account, Rushmore Loan Management Services practices and a remedy to my monthly payment. Thank you.","date_sent_to_company":"2020-07-08T18:08:56.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"92065","tags":null,"has_narrative":true,"complaint_id":"3735227","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RUSHMORE LOAN MANAGEMENT SERVICES LLC","date_received":"2020-07-08T17:47:23.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Rushmore refuses to perform an escrow <em>audit</em>, justify these increases and expenses and as well, is in violation of CFPB and California State Regulations. I request a <em>full</em> <em>audit</em> of my escrow <em>account</em>, Rushmore <em>Loan</em> Management <em>Services</em> practices and a remedy to my monthly payment. Thank you."],"company":["RUSHMORE <em>LOAN</em> MANAGEMENT <em>SERVICES</em> LLC"]},"sort":[18.901464,"3735227"]},{"_index":"complaint-public-v1","_id":"8304342","_score":18.828121,"_source":{"product":"Mortgage","complaint_what_happened":"THIS IS A COMPLAINT AGAINST PHH MORTGAGE. THEY CONTINUE TO MANIPULATE AND PLAY WITH DIRTY HANDS. WE ASKED THEM TO VALIDATE A LOAN BALANCE THAT SHOW DIFFERENT TOTALS IN XXXX DIFFERENT PLACES. INSTEAD, THEY SENT AN UNSOLICITED BOGUS AND FALSE VALIDATION WITH A MISLEADING LABEL AS A LOAN PAYOFF. \n\nTHIS LOAN HAS BEEN PAID OFF - PHH MORTGAGE SHOULD CORRECT THEIR RECORDS. BALANCE SHOULD BE XXXX Copy : Consumer Ombudsman, PHH Mortgage/Ocwen XXXX XXXX XXXX XXXX, PHH Morrtgage Subject : You sent a False, Misleading and Grossly Incorrect Loan Balance Hiding Behind an \" Unsolicited and Deceitful Loan Payoff '' A. We did not ask for a Loan Payoff. The loan has been paid off - we ask that you immediately correct your records. Balance should be XXXX. \n\nYou are in violation of the FDCPA for manipulative practices and providing fraudulent and false loan balances ( under the guise of a loan payoff ), and unfairly misrepresenting that it would fall as a loan balance validation. There is no evidentiary, historical detail that can be verified and audited. Again, our loan and the thousands that you are servicing should be audited. There are totally different loan balances in 3 different places. We demand a full audit by an appropriate government regulatory agency. \n\nMOREOVER, THE LOAN HAS BEEN PAID OFF AND IT SHOULD REFLECT AS XXXX BALANCE. \n\nB. It seems you are again manipulating the situation with your unfair practices. \n\n1. Again, we did not ask for a Loan Payoff. The loan has been paid off.\n\nWe Might Not Be the Only Member of this Class 2. We wanted to check if your accounting has any semblance of correctness and accuracy - and sure enough, there appears to be no accuracy - NONE. It is false, grossly incorrect. \n\nIf this is happening to us, it is entirely probable that it is happening to thousands of mortgage holders whose loan you are servicing. \n\n3. The balance you are showing is totally different from what your counsel showed, and different from the last statement. You appear to be making things up, \" padding the numbers ''. \n\nYour mortgage accounting should be audited by the appropriate government regulatory agency. And we have the proof that you appear to be manipulating loan balances. \n\nIf this is happening to us, it is entirely probable that it is happening to thousands of mortgage holders whose loan you are servicing. \n\nYou are in violation of the FDCPA for manipulating loan balances and making false, inaccurate and misleading loan validation. If this fraudulent and false balance remains uncorrected, we will not be constrained to report this matter to the Department of Justice, Fraud Division and request a full investigation.\n\nWe believe the CFPB should fine and penalize PHH Mortgage for an amount not less than {$5.00} XXXX as an effective deterrent to others. \n\n\nXXXX XXXX XXXX","date_sent_to_company":"2024-02-07T13:01:57.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"35242","tags":null,"has_narrative":true,"complaint_id":"8304342","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2024-02-07T12:54:09.000Z","state":"AL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["You are in violation of the FDCPA for manipulative practices and providing fraudulent and false <em>loan</em> balances ( under the guise of a <em>loan</em> payoff ), and unfairly misrepresenting that it would fall as a <em>loan</em> balance validation. There is no evidentiary, historical detail that can be verified and <em>audited</em>. Again, our <em>loan</em> and the thousands that you are <em>servicing</em> should be <em>audited</em>. There are totally different <em>loan</em> balances in 3 different places."],"sub_issue":["Trying to communicate with the company to fix an issue while managing or <em>servicing</em> your <em>loan</em>"]},"sort":[18.828121,"8304342"]},{"_index":"complaint-public-v1","_id":"13595592","_score":18.55133,"_source":{"product":"Student loan","complaint_what_happened":"I have spent over a year attempting to resolve major errors in the records and servicing of my federal student loans originally used to attend the XXXX  XXXX XXXX XXXX. In XXXX, I discovered a misassigned FFELP XXXX XXXX loan on my account for XXXX XXXX XXXX, a school I never attended. My current servicer, Aidvantage, and the U.S. Department of Education have repeatedly denied responsibility for this error and have failed to audit my account or provide complete records, despite my formal requests since XX/XX/year>. \n\nAidvantage has issued a series of denial letters with shifting rationales and, in response to my previous CFPB complaint ( ID XXXX ), referred me to the Illinois Student Assistance XXXX XXXX XXXX ) to resolve loan origination and refund questions. XXXX has now responded in writing that they no longer hold any records or responsibility for my loan and referred me back to ECMC and the Department of Education. ECMC also has not provided any records. \n\nDespite requesting a complete transaction-level history of all disbursements, payments, refunds, and loan consolidations, I have never received this information from any party. XXXX does not display a full historical accounting of my balances or payments. I have also filed a FOIA/Privacy Act request for my records, which remains pending with an estimated processing time of over 185 days.\n\nI am seeking CFPB intervention to require Aidvantage, ECMC, and the U.S. Department of Education to provide a full financial audit and complete documentation of my loan account history, and to address persistent failures in servicing, recordkeeping, and consumer protection.","date_sent_to_company":"2025-05-20T10:01:13.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"80501","tags":null,"has_narrative":true,"complaint_id":"13595592","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Maximus Federal Services, Inc.","date_received":"2025-05-20T08:33:44.000Z","state":"CO","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["Department of Education to provide a <em>full</em> financial <em>audit</em> and complete documentation of my <em>loan</em> <em>account</em> history, and to address persistent failures in <em>servicing</em>, recordkeeping, and consumer protection."],"product":["Student <em>loan</em>"],"company":["Maximus Federal <em>Services</em>, Inc."],"sub_product":["Federal student <em>loan</em> <em>servicing</em>"],"sub_issue":["Received bad information about your <em>loan</em>"]},"sort":[18.55133,"13595592"]},{"_index":"complaint-public-v1","_id":"2595447","_score":18.371078,"_source":{"product":"Student loan","complaint_what_happened":"In XXXX of 2017 I paid off one of my student loans being serviced by Navient. They finally logged the payoff on XXXX XXXX, 2017. Then today, XXXX XXXX, 2017 they tried to claim that I had overdue interest on the account. I called the customer service and had to argue with them multiple times that this money was not owed to them.\nThey say they will fix it after a lot of arguing, but I do not trust that they will. This company is very shady and is taking money from people that they are not owed. A full audit should be done.","date_sent_to_company":"2017-08-04T16:47:48.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"22601","tags":null,"has_narrative":true,"complaint_id":"2595447","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2017-08-04T16:42:50.000Z","state":"VA","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["A <em>full</em> <em>audit</em> should be done."],"product":["Student <em>loan</em>"],"sub_product":["Federal student <em>loan</em> <em>servicing</em>"]},"sort":[18.371078,"2595447"]},{"_index":"complaint-public-v1","_id":"3366042","_score":18.294468,"_source":{"product":"Mortgage","complaint_what_happened":"Wishing to pay off a loan serviced by LoanCare Account Servicing ( \" LoanCare '' ),  the XXXX obtained a payoff on or around XX/XX/XXXX that showed that they owed a balance of {$290000.00} on the loan, of which {$150000.00} was purportedly interest due. However, the XXXX have been paying this loan since XXXX and contest that this is the balanced due. The XXXX believe that loan is already paid off or should be close to being repaid in full. As such, since XX/XX/XXXX, Mr. and Mrs. XXXX have been trying to get a complete payment history for the loan from LoanCare. In XX/XX/XXXX, LoanCare produced documents that purported to be the entire payment history for the loan. The documents, nevertheless, clearly did not include the entire payment history for the loan. \n\nAs such, on or around XX/XX/XXXX, Mr. and Mrs. XXXX requested that the loan be audited. The attached letter is their request to LoanCare, via their attorney, for the audit ( the \" Demand Letter '' ). Via letter dated XX/XX/XXXX, also attached, LoanCare acknowledge receipt of the Demand Letter. It also represented that, in compliance with federal law, it would send a detailed response no later than 30 business days from the date it received the XXXX XXXX complaint. Assuming it received the Demand Letter on XX/XX/XXXX, LoanCare 's detailed response was due on XX/XX/XXXX. However, to date, neither the XXXX nor their attorney XXXX XXXX have received any response whatsoever from LoanCare. \n\nOn XX/XX/XXXX, Ms. XXXX contacted LoanCare at the phone number in its letter of XX/XX/XXXX. She spoke to a representative at LoanCare 's Georgia office. Said representative then contacted the XXXX office while Ms. XXXX was on hold. The representative said that the person who conducts the audits had not gotten the information, but that she has spoken to another agent from the XXXX office who would be providing it to the person in charge of audits. The representative from the Georgia office offered to give Ms. XXXX the email of the person in charge of audits. Ms. XXXX advised the representative that if she was going to provide her the email of a XXXX XXXX, doing so would be futile, as Ms. XXXX had previously emailed Ms. XXXX on the issue, and had received no response. This is detailed in the Demand Letter.","date_sent_to_company":"2019-09-06T21:56:47.000Z","issue":"Trouble during payment process","sub_product":"Other type of mortgage","zip_code":"85364","tags":null,"has_narrative":true,"complaint_id":"3366042","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2019-09-06T20:49:08.000Z","state":"AZ","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":["Wishing to pay off a <em>loan</em> <em>serviced</em> by <em>Loan</em>Care <em>Account</em> <em>Servicing</em> ( \" <em>Loan</em>Care '' ),  the XXXX obtained a payoff on or around XX/XX/XXXX that showed that they owed a balance of {$290000.00} on the <em>loan</em>, of which {$150000.00} was purportedly interest due. However, the XXXX have been paying this <em>loan</em> since XXXX and contest that this is the balanced due. The XXXX believe that <em>loan</em> is already paid off or should be close to being repaid in <em>full</em>. As such, since XX/XX/XXXX, Mr. and Mrs."],"company":["<em>Loan</em>Care, LLC"]},"sort":[18.294468,"3366042"]},{"_index":"complaint-public-v1","_id":"21673494","_score":18.213427,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"This matter reflects repeated servicing failures. Payments made in full are not reducing principal as expected under a standard amortized loan structure. Instead, payments appear to be applied to interest in a manner that prevents meaningful principal reduction.\n\nI have attempted to resolve this directly with the servicer. Prior calls did not result in clear explanations and were terminated without resolution, including instances of disconnection. On a subsequent call, I was denied account access due to alleged identity mismatch ( not recognized as XXXX ). However, the servicer initiated outbound calls to me twice and still refused to verify identity or address account concerns.\n\nThis has resulted in complete inability to access or correct account errors. I request a full servicing audit, correction of any misapplied funds, and written explanation of all identity verification blocks and payment allocation methods.","date_sent_to_company":"2026-04-28T17:22:22.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"335XX","tags":null,"has_narrative":true,"complaint_id":"21673494","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLIANT CREDIT UNION","date_received":"2026-04-28T17:15:35.000Z","state":"FL","company_public_response":null,"sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["On a subsequent call, I was denied <em>account</em> access due to alleged identity mismatch ( not recognized as XXXX ). However, the <em>servicer</em> initiated outbound calls to me twice and still refused to verify identity or address <em>account</em> concerns.\n\nThis has resulted in complete inability to access or correct <em>account</em> errors. I request a <em>full</em> <em>servicing</em> <em>audit</em>, correction of any misapplied funds, and written explanation of all identity verification blocks and payment allocation methods."],"product":["Vehicle <em>loan</em> or lease"],"issue":["Managing the <em>loan</em> or lease"],"sub_product":["<em>Loan</em>"]},"sort":[18.213427,"21673494"]},{"_index":"complaint-public-v1","_id":"19754742","_score":17.8847,"_source":{"product":"Student loan","complaint_what_happened":"Bankruptcy Proceeding and XXXX XXXX I also filed for bankruptcy and included these student loan accounts in my bankruptcy case. The lender/servicer received notice and was present/served in connection with the proceeding and did not contest or object to the inclusion at that time. However, despite this, the loans were not treated as included in the bankruptcy outcome, and repayment/billing activity continued. \n\nThis has resulted in ongoing confusion, inconsistent account handling, and continued consumer harm. I am requesting a full review and written explanation of : Which loans were included in the bankruptcy filing, How the lender/servicer responded ( or did not respond ), Why the loans were not reflected as included, and How the servicers and credit bureaus are reporting these loans relative to the bankruptcy. \n\nAdd this to Requested Resolution / XXXX XXXX XXXX. Provide a complete written audit of my account history across XXXX, MOHELA, and XXXX showing bankruptcy notice/acknowledgment, servicing decisions, and credit reporting actions, and correct any inaccurate reporting tied to the bankruptcy event.","date_sent_to_company":"2026-02-24T22:11:50.000Z","issue":"Struggling to repay your loan","sub_product":"Private student loan","zip_code":"19709","tags":null,"has_narrative":true,"complaint_id":"19754742","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MOHELA","date_received":"2026-02-24T22:02:23.000Z","state":"DE","company_public_response":null,"sub_issue":"Can't get other flexible options for repaying your loan"},"highlight":{"complaint_what_happened":["This has resulted in ongoing confusion, inconsistent <em>account</em> handling, and continued consumer harm. I am requesting a <em>full</em> review and written explanation of : Which <em>loans</em> were included in the bankruptcy filing, How the lender/<em>servicer</em> responded ( or did not respond ), Why the <em>loans</em> were not reflected as included, and How the <em>servicers</em> and credit bureaus are reporting these <em>loans</em> relative to the bankruptcy. \n\nAdd this to Requested Resolution / XXXX XXXX XXXX."],"product":["Student <em>loan</em>"],"issue":["Struggling to repay your <em>loan</em>"],"sub_product":["Private student <em>loan</em>"],"sub_issue":["Can't get other flexible options for repaying your <em>loan</em>"]},"sort":[17.8847,"19754742"]},{"_index":"complaint-public-v1","_id":"18411755","_score":17.831387,"_source":{"product":"Student loan","complaint_what_happened":"Aidvantage Federal Student Aid Loan Servicing XXXX. XXXX XXXX XXXXXXXX XXXX XXXXXXXX And U.S. Department of Education Federal Student Aid Borrower Advocacy XXXX XXXX XXXX XXXX XXXX XXXX XXXX  FORMAL REQUEST FOR FULL ACCOUNT RECONCILIATION & INTEREST CAPITALIZATION AUDIT. \nTo Whom It May Concern : I am writing to formally dispute the accuracy of the balance currently reported on my federal student loans and to request a complete forensic accounting and interest capitalization audit, pursuant to : 34 C.F.R. 685 ( federal servicing requirements ) The Fair Credit Reporting Act ( 15 U.S.C. 1681 et seq. ) The Department of Educations One-Time IDR Account Adjustment All rules governing lawful interest capitalization Aidvantage currently reports a balance of {$370000.00}. This sharply deviates from the verified original loan principal amounts documented in my official Student Aid Data file. \nXXXX. VERIFIED ORIGINAL PRINCIPAL ( Federal Records ) Undergraduate Borrowing ( XXXX ) : {$19000.00} ( Loans paid in full through consolidation ) Graduate Borrowing ( SCNM XXXX ) : {$180000.00} Breakdown : Subsidized : {$42000.00} Unsubsidized : {$140000.00} XXXX. CURRENT BALANCE ( Federal Records ) Outstanding principal : {$330000.00} Outstanding interest : {$36000.00} Total : {$370000.00} My balance has nearly doubled despite years of attempted repayment, indicating improper interest growth and possible servicing errors. \nXXXX. FORMAL REQUEST FOR COMPLETE ACCOUNTING For each individual loan included in my consolidated account, please provide : Original principal & disbursement dates All interest rates ever applied A full interest accrual ledger Every interest capitalization event, with date, amount, triggering event, regulatory authority Full payment history Full forbearance/deferment history Full status history Written confirmation of COVID-era compliance Screenshots or generic descriptions are insufficient. \nXXXX. BASIS FOR DISPUTE The doubling of my graduate balance is inconsistent with lawful servicing. \nThis inflation appears connected to : repeated forbearance steering, failure to advise me of IDR eligibility, consolidation capitalization errors, improper or undocumented capitalization events, and misclassification of repayment statuses. \nUntil corrected documentation is provided, the reported balance must be classified as : \" Unverified, disputed, and noncompliant for credit reporting. '' XXXX. REQUESTED RESOLUTION After the recount and audit, I am requesting : A. Removal of ALL improperly capitalized interest ( And all interest accrued on that improper capitalization ) B. Recalculation of my principal balance to lawful levels after reversing improper interest. \nXXXX Retroactive application of IDR credits required under the XXXX Account Adjustment. \nXXXX Immediate loan discharge E. Alternative Relief If not yet eligible for discharge : reduce principal, remove excess interest, correct repayment history, reinstate into proper IDR with accurate counts. \nXXXX Credit Reporting Corrections. Any tradeline based on unverified or inflated balances must be corrected or removed under FCRA. \nXXXX Written confirmation of each correction and the updated accurate balance. Please provide a full written response within XXXX  days. \nThank you for your immediate attention. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-01-02T01:41:12.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"90066","tags":null,"has_narrative":true,"complaint_id":"18411755","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Maximus Federal Services, Inc.","date_received":"2026-01-02T01:34:27.000Z","state":"CA","company_public_response":null,"sub_issue":"Need information about your loan balance or loan terms"},"highlight":{"complaint_what_happened":["Aidvantage Federal Student Aid <em>Loan</em> <em>Servicing</em> XXXX. XXXX XXXX XXXXXXXX XXXX XXXXXXXX And U.S. Department of Education Federal Student Aid Borrower Advocacy XXXX XXXX XXXX XXXX XXXX XXXX XXXX  FORMAL REQUEST FOR <em>FULL</em> <em>ACCOUNT</em> RECONCILIATION & INTEREST CAPITALIZATION <em>AUDIT</em>."],"product":["Student <em>loan</em>"],"company":["Maximus Federal <em>Services</em>, Inc."],"sub_product":["Federal student <em>loan</em> <em>servicing</em>"],"sub_issue":["Need information about your <em>loan</em> balance or <em>loan</em> terms"]},"sort":[17.831387,"18411755"]},{"_index":"complaint-public-v1","_id":"2863482","_score":17.667946,"_source":{"product":"Student loan","complaint_what_happened":"I have had constant communication with Navient over the past six months as I am trying to pay off my loans quickly. I started tracking my monthly bills as I started making XXXX dollar payments ( my monthly IBR is {$360.00} ). I pay {$700.00} to ensure I am covering the new interest that is accrued monthly. In XXXX my total loan balance was {$130000.00} and in XXXX my total loan balance was {$130000.00}. I had not made a significant payment at this point in time only the {$700.00}. In addition, the total unpaid interest for the loan was {$17000.00} in XXXX and then in XXXX it was {$28000.00}. I called to inquire and a woman told me it was because they audited my account and found that they had paid too much of the interest on my subsidized loans. I just got off the phone without inquiring more. I then called back and the new Navient customer service rep could not find out why the interest changed and the balance. He put in an inquiry at which point I received a letter from Navient \" explaining '' what happened. When I called again to ask what the letter meant the customer service rep could not tell me. He put in another request asking why my account was audited, a full report of every payment I've ever made, and a better explanation of the increase in the unpaid interest. I received the letter explaining the aforementioned and all it was was a generic sheet on how interest accrues. My questions have yet to be answered. I find it very interesting that they decided to audit my account once I started making large payments. I've made close to XXXX in payments since XX/XX/2018.","date_sent_to_company":"2018-04-03T20:10:13.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"73012","tags":null,"has_narrative":true,"complaint_id":"2863482","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2018-04-03T19:55:39.000Z","state":"OK","company_public_response":null,"sub_issue":"Need information about your loan balance or loan terms"},"highlight":{"complaint_what_happened":["When I called again to ask what the letter meant the customer <em>service</em> rep could not tell me. He put in another request asking why my <em>account</em> was <em>audited</em>, a <em>full</em> report of every payment I've ever made, and a better explanation of the increase in the unpaid interest. I received the letter explaining the aforementioned and all it was was a generic sheet on how interest accrues. My questions have yet to be answered."],"product":["Student <em>loan</em>"],"sub_product":["Federal student <em>loan</em> <em>servicing</em>"],"sub_issue":["Need information about your <em>loan</em> balance or <em>loan</em> terms"]},"sort":[17.667946,"2863482"]},{"_index":"complaint-public-v1","_id":"16623798","_score":17.650747,"_source":{"product":"Student loan","complaint_what_happened":"My loans were mishandled by the servicer. I submitted my PSLF application on XX/XX/2022, but never received confirmation or updates. I was never notified about any litigation or collections involving my account, which goes against borrower notification and due process standards. Also, not being properly notified before the loan is transferred. Nelnet has recently been sued for miscalculating repayment amounts and providing false information to borrowers, which mirrors my experience. I request a full audit of my account, credit errors, confirmation of my PSLF status, and removal of any improper or negative credit reporting.","date_sent_to_company":"2025-10-16T22:07:40.000Z","issue":"Struggling to repay your loan","sub_product":"Federal student loan servicing","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"16623798","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2025-10-16T21:36:38.000Z","state":"SC","company_public_response":null,"sub_issue":"Problem with forgiveness, cancellation, or discharge"},"highlight":{"complaint_what_happened":["I request a <em>full</em> <em>audit</em> of my <em>account</em>, credit errors, confirmation of my PSLF status, and removal of any improper or negative credit reporting."],"product":["Student <em>loan</em>"],"issue":["Struggling to repay your <em>loan</em>"],"sub_product":["Federal student <em>loan</em> <em>servicing</em>"]},"sort":[17.650747,"16623798"]},{"_index":"complaint-public-v1","_id":"18341454","_score":17.584114,"_source":{"product":"Student loan","complaint_what_happened":"My federal student loans originated from the XXXX XXXX XXXX ( XXXX ). My account has been transferred multiple times over a 15+ year servicing chain. \n\nDue to repeated servicing transfers, Aidvantage has failed to properly credit payments I made prior to the COVID-19 payment pause, has incorrect school code and enrollment reporting on my account, and has improperly capitalized interest resulting in inflated and inaccurate balances. \n\nAidvantage can not provide consistent, verifiable historical payment records or documentation supporting the current balance. My balance has increased without documented accounting justification. \n\nI am formally disputing the accuracy, servicing history, and reporting of my federal student loan account and am requesting a full forensic accounting audit, correction of all inaccurate balances, and suspension of collection activity and negative credit reporting until the investigation is completed.","date_sent_to_company":"2025-12-29T15:40:18.000Z","issue":"Dealing with your lender or servicer","sub_product":"Private student loan","zip_code":"21144","tags":null,"has_narrative":true,"complaint_id":"18341454","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Maximus Federal Services, Inc.","date_received":"2025-12-29T15:15:42.000Z","state":"MD","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["My balance has increased without documented <em>accounting</em> justification. \n\nI am formally disputing the accuracy, <em>servicing</em> history, and reporting of my federal student <em>loan</em> <em>account</em> and am requesting a <em>full</em> forensic <em>accounting</em> <em>audit</em>, correction of all inaccurate balances, and suspension of collection activity and negative credit reporting until the investigation is completed."],"product":["Student <em>loan</em>"],"company":["Maximus Federal <em>Services</em>, Inc."],"sub_product":["Private student <em>loan</em>"]},"sort":[17.584114,"18341454"]},{"_index":"complaint-public-v1","_id":"18340608","_score":17.430971,"_source":{"product":"Student loan","complaint_what_happened":"I am filing this complaint to address a complex history of student debt across multiple institutions. My file contains loans from a shuttered predatory institution ( XXXX XXXX ), a school recently settled for misrepresentation ( XXXX XXXX ), and traditional public institutions ( XXXX XXXX XXXX XXXX, XXXX XXXX ). My servicers, Navient and XXXX, have consistently failed to properly advise me on discharge eligibility and repayment options. As a resident of Michigan, I am also seeking a review of my private and federal loans under the XXXX multi-state settlement with Navient. \n\nSection 1 : XXXX XXXX XXXX ( Misconduct & Group Discharge ) I attended XXXX XXXX, an institution the Department of Education has found to have engaged in \" widespread and pervasive misrepresentations. '' Under the XX/XX/XXXX group discharge announcement, all federal loans associated with my enrollment at XXXX XXXX are subject to 100 % discharge. Despite this, my servicers continue to report these balances. I request an immediate update and a full refund of any payments made toward XXXX federal loans. \n\nSection 2 : XXXX XXXX ( Substantial Misrepresentation ) I attended XXXX XXXX in XXXX. I am asserting a Borrower Defense to Repayment claim based on the institution 's documented history of misleading students regarding job placement rates. This misconduct led to a {$2.00} million settlement with the Department of Education in XXXX ( Billing # XXXX ). I was a victim of these misrepresentations and request that my XXXX XXXX loans be reviewed for full discharge. \n\nSection 3 : Servicing Failures & Forbearance Steering Throughout my history with Navient and XXXX, I was \" steered '' into long-term forbearances rather than being placed in Income-Driven Repayment ( IDR ) plans like SAVE or IBR. This practice caused my interest to capitalize and my balance to explode. I request that my account be audited under the IDR Account Adjustment to ensure every month I spent in steered forbearance is counted toward my eventual loan forgiveness. \n\nRequested Resolution Immediate 100 % discharge of all XXXX XXXX XXXX loans. \n\nExpedited review of XXXX XXXX loans for discharge based on the XXXX FSA findings. \n\nFull account audit to apply retroactive IDR credits for all periods of forbearance steering. \n\nCessation of all collection activity while these investigations are pending. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-02-09T18:42:19.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"48911","tags":null,"has_narrative":true,"complaint_id":"18340608","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"Servicer under contract with Federal Student Aid","date_received":"2025-12-29T14:58:14.000Z","state":"MI","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I request that my <em>account</em> be <em>audited</em> under the IDR <em>Account</em> Adjustment to ensure every month I spent in steered forbearance is counted toward my eventual <em>loan</em> forgiveness. \n\nRequested Resolution Immediate 100 % discharge of all XXXX XXXX XXXX <em>loans</em>. \n\nExpedited review of XXXX XXXX <em>loans</em> for discharge based on the XXXX FSA findings. \n\n<em>Full</em> <em>account</em> <em>audit</em> to apply retroactive IDR credits for all periods of forbearance steering."],"product":["Student <em>loan</em>"],"company":["<em>Servicer</em> under contract with Federal Student Aid"],"sub_product":["Federal student <em>loan</em> <em>servicing</em>"],"sub_issue":["Received bad information about your <em>loan</em>"]},"sort":[17.430971,"18340608"]},{"_index":"complaint-public-v1","_id":"2683162","_score":17.319607,"_source":{"product":"Student loan","complaint_what_happened":"I have a series of loans for my daughters ' college tuition financed by Nelnet. Although my daughters graduated several years ago, Nelnet auto debits my payments each month from my checking account and the interest rates are all fixed. Nelnet is increasing my monthly payments for the second time since my daughters ' graduation dates. I received a notice from Nelnet that it would increase my payments by more than {$130.00} per month. I called its customer service number and requested a management audit of my loans and payment history. I received an updated notice from Nelnet that indicated it would increase my monthly payments by approximately {$30.00} per month. I never received the detailed explanation from a Nelnet manager explaining how my payments could increase if the principal amount loaned did not increase, I did n't miss a payment and the interest rate is fixed.The only possible explanation is that Nelnet is misapplying my payments. Again, I request a full management audit of my loans and payment history, and a senior manager 's detailed explanation of why Nelnet has to increase my monthly payments.","date_sent_to_company":"2017-09-24T22:37:51.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"43221","tags":null,"has_narrative":true,"complaint_id":"2683162","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2017-09-24T22:22:50.000Z","state":"OH","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I called its customer <em>service</em> number and requested a management <em>audit</em> of my <em>loans</em> and payment history. I received an updated notice from Nelnet that indicated it would increase my monthly payments by approximately {$30.00} per month."],"product":["Student <em>loan</em>"],"sub_product":["Federal student <em>loan</em> <em>servicing</em>"],"sub_issue":["Received bad information about your <em>loan</em>"]},"sort":[17.319607,"2683162"]},{"_index":"complaint-public-v1","_id":"3026021","_score":17.319403,"_source":{"product":"Mortgage","complaint_what_happened":"My Formerly VA backed home loan was apparently sold several times and most recently it is being serviced ( Very Poorly ) by XXXX XXXX XXXX XXXX XXXX. \n\nOn XX/XX/XXXX18 I received a demand that XXXX demanded a certain amount of money to be paid directly to them at an address in XXXX? i called over 45 times and was given the run around, after filing a complaint they finally  contacted me giving me so many lying stories I could not keep up with the changing stories. \n\nAs i learned XXXX has massive complaints, suit, and pending litigation for the same reasons i have complained they have changed the loan to ask for more fund and they demanded I use there insurance company, in short they are trying to defraud me and the US Banks and Government. \n\nI pay all my own homeowners Insurance as well as my property taxes all a year in advance and i have NO escrow account and they are trying to force one I have never agreed nor would i, I have demanded several times a full and complete AUIDT and LPO. I have never ever received my audit requested results, until i got a full audit I can NOT and Will not be threatened or forced to pay something i do not OWE.","date_sent_to_company":"2018-09-21T15:49:58.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"XXXXX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3026021","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Servis One, Inc., Titusville, PA Branch","date_received":"2018-09-21T15:35:04.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I pay all my own homeowners Insurance as well as my property taxes all a year in advance and i have NO escrow <em>account</em> and they are trying to force one I have never agreed nor would i, I have demanded several times a <em>full</em> and complete AUIDT and LPO. I have never ever received my <em>audit</em> requested results, until i got a <em>full</em> <em>audit</em> I can NOT and Will not be threatened or forced to pay something i do not OWE."]},"sort":[17.319403,"3026021"]},{"_index":"complaint-public-v1","_id":"21977163","_score":17.300192,"_source":{"product":"Student loan","complaint_what_happened":"I am disputing the accuracy of my federal student loan balances, accrued interest calculations, and aggregate loan limit reporting. \n\nMy student loan history includes : multiple federal consolidations multiple servicers historical XXXX  servicing XXXX XXXX XXXXXXXX XXXX related loans borrower defense discharge related activity After reviewing my XXXX records, I believe discharged or discharge eligible XXXX  related balances and associated accrued interest may not have been properly reconciled following consolidation activity.\n\nI am requesting : a complete life of loan accounting borrower defense discharge accounting accrued interest adjustment history capitalization history consolidation allocation calculations aggregate loan recalculation worksheets correction of any inaccurate aggregate loan reporting This issue is now interfering with my ability to continue doctoral studies because current aggregate loan calculations may be inaccurate.\n\nI am requesting a full audit and correction of my federal student loan account. I contacted them and they said I have to contact XXXX XXXX XXXX.","date_sent_to_company":"2026-05-07T15:52:06.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"32750","tags":null,"has_narrative":true,"complaint_id":"21977163","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Maximus Federal Services, Inc.","date_received":"2026-05-07T15:19:25.000Z","state":"FL","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I am requesting a <em>full</em> <em>audit</em> and correction of my federal student <em>loan</em> <em>account</em>. I contacted them and they said I have to contact XXXX XXXX XXXX."],"product":["Student <em>loan</em>"],"company":["Maximus Federal <em>Services</em>, Inc."],"sub_product":["Federal student <em>loan</em> <em>servicing</em>"],"sub_issue":["Received bad information about your <em>loan</em>"]},"sort":[17.300192,"21977163"]},{"_index":"complaint-public-v1","_id":"18045378","_score":17.28292,"_source":{"product":"Mortgage","complaint_what_happened":"REQUESTING OMBUDSMAN AND ESCROW DEPARTMENT TO AUDIT MY ACCOUNTS DUE TO UNETHICAL SELF-SERVICE. I PAY ON TIME, NEVER LATE MY MORTGAGE DUES, WHICH INCLUDES AND COVERS MY PROPERTY TAXES. STILL, RUSHMORE LOAN MANAGEMENT LOAN XXXX & RUSHMORE SERVICING LOAN XXXX OWES ME A TOTAL OF {$7600.00} OR MORE... \nXX/XX/XXXX - XX/XX/XXXX {$1400.00} SENT BACK TO ESCROW SENT BACK TO ESCROW XX/XX/XXXX {$2700.00} XX/XX/XXXX - XX/XX/XXXX {$1700.00} XX/XX/XXXX - XX/XX/XXXX {$1700.00} GRAND TOTAL {$7600.00} minus {$1300.00} I RECEIVED, CHECK # XXXX, DATE XX/XX/XXXX. \nREMAINING BALANCE OWED TO ME {$6200.00} RUSHMORE SERVICING ABOUT XXXX  YEARS, REFUSING TO MAIL MY FULL ESCROW OVERAGES, INTENTIONALLY PUTTING ME IN HARM 'S WAY.","date_sent_to_company":"2025-12-01T13:46:48.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33169","tags":"Servicemember","has_narrative":true,"complaint_id":"18045378","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-12-01T13:18:10.000Z","state":"FL","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["REQUESTING OMBUDSMAN AND ESCROW DEPARTMENT TO <em>AUDIT</em> MY <em>ACCOUNTS</em> DUE TO UNETHICAL SELF-<em>SERVICE</em>. I PAY ON TIME, NEVER LATE MY MORTGAGE DUES, WHICH INCLUDES AND COVERS MY PROPERTY TAXES. STILL, RUSHMORE <em>LOAN</em> MANAGEMENT <em>LOAN</em> XXXX & RUSHMORE <em>SERVICING</em> <em>LOAN</em> XXXX OWES ME A TOTAL OF {$7600.00} OR MORE..."]},"sort":[17.28292,"18045378"]},{"_index":"complaint-public-v1","_id":"3508350","_score":17.254894,"_source":{"product":"Mortgage","complaint_what_happened":"Not have I only tried to fix this issued with the management of BMO Harris Bank in writing, this is my second complaint to you. After the first one the VP of the bank wrote me an apology letter saying it will not happen again, yet they are doing it again. I pre-pay my loan quarterly, in the exact amount due, then they apply the payments to the principal and charge me late fees on the payments I have a already paid! This is an illegal practice, and they need to reimburse me and do a full accounting of my payments as they are deliberately trying to commit loan service fraud. Please contact them and audit them. As a former XXXX  XXXX in the XXXX XXXX, i helped create the CFBP for this reason among other loan service acts of fraud and predatory lending. Please see my attached XXXX statement, which shows them doing the exact same thing. They are misaproproating my payments for profit. Thank you, XXXX XXXX","date_sent_to_company":"2020-01-24T21:57:51.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"92672","tags":null,"has_narrative":true,"complaint_id":"3508350","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BMO BANK NATIONAL ASSOCIATION","date_received":"2020-01-24T21:34:35.000Z","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":["I pre-pay my <em>loan</em> quarterly, in the exact amount due, then they apply the payments to the principal and charge me late fees on the payments I have a already paid! This is an illegal practice, and they need to reimburse me and do a <em>full</em> <em>accounting</em> of my payments as they are deliberately trying to commit <em>loan</em> <em>service</em> fraud. Please contact them and <em>audit</em> them."]},"sort":[17.254894,"3508350"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":788,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":788}]}},"product":{"doc_count":788,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":295,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":164},{"key":"VA mortgage","doc_count":52},{"key":"FHA mortgage","doc_count":46},{"key":"Home equity loan or line of credit (HELOC)","doc_count":11},{"key":"Conventional fixed mortgage","doc_count":7},{"key":"Other type of mortgage","doc_count":7},{"key":"USDA mortgage","doc_count":3},{"key":"Home equity loan or line of credit","doc_count":2},{"key":"Manufactured home loan","doc_count":1},{"key":"Other mortgage","doc_count":1},{"key":"Reverse 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