{"took":1473,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":11,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"14137043","_score":31.939547,"_source":{"product":"Student loan","complaint_what_happened":"I am disputing a XXXX XXXX XXXX  of approximately {$5500.00}. which was marked as disbursed to me in or around XX/XX/year>, in two payments each {$2700.00}, while I was enrolled at XXXX University and XXXX XXXX XXXX XXXX in XXXX XXXX, Louisiana. The loan is currently being serviced by Aidvantage. \n\nI never received these funds in my bank account, nor were they applied toward any tuition or educational expenses on my behalf. I received no benefit from this loan and have no record of ever accessing or using the money. \n\nI previously contacted Aidvantage and/or the Department of Education and requested an investigation. However, I believe the investigation conducted was insufficient and failed to provide any evidence of where the funds actually went. They closed the case without resolving my concerns. \n\nDespite this, I am being held financially responsible for a loan I never received. This is damaging my credit, creating undue XXXX, and interfering with my ability to move forward in life. \n\nI am requesting a full audit of this loan disbursement, confirmation of where the funds were sent, and immediate cancellation of the loan if misappropriation or disbursement error is confirmed. I am also requesting the removal of any related negative credit reporting. \n\nIf this issue is not resolved, I will seek legal action. I should not be forced to repay funds that were never actually disbursed to me.","date_sent_to_company":"2025-06-17T02:19:12.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"711XX","tags":null,"has_narrative":true,"complaint_id":"14137043","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Maximus Federal Services, Inc.","date_received":"2025-06-17T02:07:00.000Z","state":"LA","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I am requesting a full <em>audit</em> of this <em>loan</em> <em>disbursement</em>, <em>confirmation</em> of <em>where</em> the <em>funds</em> were sent, and immediate cancellation of the <em>loan</em> if misappropriation or <em>disbursement</em> error is confirmed. I am also requesting the removal of any related negative credit reporting. \n\nIf this issue is not resolved, I will seek legal action. I should not be forced to repay <em>funds</em> that were never actually disbursed to me."],"product":["Student <em>loan</em>"],"sub_product":["Federal student <em>loan</em> servicing"],"sub_issue":["Received bad information about your <em>loan</em>"]},"sort":[31.939547,"14137043"]},{"_index":"complaint-public-v1","_id":"13151685","_score":21.80508,"_source":{"product":"Student loan","complaint_what_happened":"I am filing this formal complaint against Navient Solutions , LLC for engaging in what I believe to be unlawful debt collection practices related to two alleged private Signature Loans. Navient claims these debts originated over 18 years ago. I categorically deny ever signing for, authorizing, or receiving funds from these loans. I have repeatedly requested documentation to validate the existence and legality of these debts, and Navient has failed to provide legally sufficient evidence in response.\n\nFailure to Validate Electronic Signature Navient asserts that these loans were electronically signed. However, under the Electronic Signatures in Global and National Commerce Act ( 15 U.S.C. 70017031 ) and Michigans Uniform Electronic Transactions Act ( MCL 450.831 et seq. ), any electronic signature must be legally attributable to the person claimed to have signed. This includes verifiable metadata such as timestamp logs, IP address, method of authentication ( e.g., multi-factor verification ), and an audit trail confirming the signer 's intent. Navient has provided none of this.\n\nNo Chain of Title No Legal Standing Navient has publicly acknowledged that it is not the same legal entity as Sallie Mae, the originator of the alleged loans. Accordingly, under Michigan law ( MCL 600.2145 and MCL 440.3203/.3205 ), Navient must produce a complete and unbroken chain of title proving lawful assignment of the debt. This includes all transfer agreements, endorsements, and records of servicing rights. Navient has failed to produce this chain, making its claim to enforce or collect on the loans legally invalid.\n\nFailure to Provide Proof of Disbursement Navient has not provided any evidence showing the disbursement of funds related to the alleged loans. Under consumer protection and debt collection statutes, a creditor must be able to show not only the existence of the loan but also where the funds went, under what authority, and with what documentation. If I did not receive or authorize these funds, they should not be enforceable against me.\n\nPattern of Misconduct Consistent with Past Settlements Navients refusal to produce documentation is consistent with its long history of legal violations. In 2022, the company paid {$1.00} XXXX in a multistate settlement due to misconduct, including : - Misrepresentation of loan terms and repayment options ; - Improper application of payments ; - Pushing borrowers into costly forbearances ; - Failure to retain or verify servicing records.\n\nThe current issue reflects this same pattern of behavior.\n\nApplicable Laws and Alleged Violations - Fair Debt Collection Practices Act ( 15 U.S.C. 1692g ) : Failure to validate debt after formal written dispute.\n\n- Michigan Consumer Protection Act ( MCL 445.901 et seq. ) : Engaging in deceptive and misleading practices.\n\n- Michigan Collection Practices Act ( MCL 445.252 et seq. ) : Continued collection attempts without lawful basis.\n\n- MCL 600.2145 : Failure to provide chain of title for sold debt.\n\n- MCL 440.3203/.3205 : Attempting to enforce a negotiable instrument without legal possession or assignment.\n\nRelief Requested - Immediate investigation into Navients debt validation, loan origination, and assignment practices.\n\n- Enforcement action, penalties, and corrective action where violations are found.\n\n- A formal demand that Navient cease all collection efforts until they produce the required legal documentation.\n\n- Confirmation from your office regarding my rights and next steps in disputing this alleged debt.\n\nAttachments Loan Notes with no signature from Sallie Mae Collection Letter Sincerely, XXXX XXXX","date_sent_to_company":"2025-04-25T00:38:15.000Z","issue":"Dealing with your lender or servicer","sub_product":"Private student loan","zip_code":"48092","tags":null,"has_narrative":true,"complaint_id":"13151685","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2025-04-25T00:27:47.000Z","state":"MI","company_public_response":null,"sub_issue":"Need information about your loan balance or loan terms"},"highlight":{"complaint_what_happened":["Navient has failed to produce this chain, making its claim to enforce or collect on the <em>loans</em> legally invalid.\n\nFailure to Provide Proof of <em>Disbursement</em> Navient has not provided any evidence showing the <em>disbursement</em> of <em>funds</em> related to the alleged <em>loans</em>. Under consumer protection and debt collection statutes, a creditor must be able to show not only the existence of the <em>loan</em> but also <em>where</em> the <em>funds</em> went, under what authority, and with what documentation."],"product":["Student <em>loan</em>"],"sub_product":["Private student <em>loan</em>"],"sub_issue":["Need information about your <em>loan</em> balance or <em>loan</em> terms"]},"sort":[21.80508,"13151685"]},{"_index":"complaint-public-v1","_id":"15971197","_score":14.678525,"_source":{"product":"Debt or credit management","complaint_what_happened":"Company : Nelnet ( servicer ) on behalf of the U.S. Department of Education ( ED ). \nIm XXXX XXXX. Nelnet has delayed and obstructed basic servicing on my federal student loansincluding providing a full account history, written explanations, and timely answers. Nelnet demanded sensitive PII by email to verify but failed to proceed meaningfully after I responded, and I still dont have a complete accounting, status clarity, or assurance of accurate credit reporting. Im requesting : ( 1 ) a complete account reconstruction ( all loans, balances, interest, capitalization, payment allocation ), ( 2 ) confirmation of current repayment status and any forbearance/deferment or IDR eligibility, ( 3 ) correction/removal of any inaccurate credit reporting, and ( 4 ) a secure channel and single point of contact. ED is the creditor and ultimately responsible for servicer compliance. Please compel Nelnet/ED to provide records, correct errors, and confirm compliance. \n\n\n-- - 2 ) Full Narrative ( detailed ) Who I am & accounts : I am XXXX XXXX, borrower on federal student loans owned by the U.S. Department of Education and serviced by Nelnet. I contacted Nelnet to obtain a complete, written accounting of my loans and to resolve servicing questions ( status, balances, capitalization, payment allocation, and any credit reporting ). \n\nWhat happened : Nelnet replied requesting SSN/account/DOB for privacy verification, directing me to email XXXX. I understand privacy verification is required ; however, after supplying the requested details through their process/portal ( or offering to use a secure channel ), I have not received the complete, itemized account history or timely, substantive answers. \n\nI still lack : A full transaction ledger ( origination, disbursements, consolidations if any, payment history, interest accrual by date/rate, capitalization events, current principal/interest breakdown ). \n\nA clear statement of current status ( in repayment, deferment/forbearance, or administrative hold ) and the legal basis and dates for any status changes. \n\nWritten confirmation of IDR/PSLF eligibility or why those options are not being applied ( if applicable ). \n\nAssurance that credit reporting ( if any ) is accurate and up to date and that no adverse data was furnished while my requests were pending. \n\n\nBottom line : I have repeatedly asked for timely, accurate, and complete information about my federal loans, and Nelnet has not provided a compliant response or the full documentation needed to verify accuracy. \n\n\nWhy this is a problem : Federal student-loan servicers must provide timely and accurate information, maintain complete records, and respond to borrower inquiries with clear, written explanations and supporting documents. \n\nIf any information was furnished to consumer reporting agencies, the FCRA requires accuracy and prompt correction of disputed information. \n\nAs EDs contracted servicer, Nelnets failures ultimately reflect on ED ; consumers should not be bounced between entities. \n\n\nHarm : Ongoing uncertainty about balances and status ; risk of misapplied payments or improper capitalization ; potential credit harm if inaccurate data was reported ; and time and effort chasing basic records. I need a complete, authoritative accounting and corrections where applicable. \n\n\n\n-- - 3 ) Requested Relief ( be explicit ) I request that the CFPB require Nelnet and ED to : 1. Produce a complete account reconstruction ( XXXX XXXX XXXX ) showing, for each loan : origination/disbursement, interest rates by period, daily interest accrual, capitalization events ( date/amount/cause ), payment allocation by date ( to principal/interest/fees ), current principal vs. interest, outstanding balance, and current repayment status. \n\n\n2. Provide written explanations for any deferment/forbearance/administrative holds ( with start/end dates and authority ) and confirm current repayment plan.\n\n3. Review and document IDR eligibility ( and PSLF, if applicable ), identify the best available plan, and implement it upon my election, with back-dated corrections if I was improperly steered or delayed.\n\n4. Audit and correct any credit reporting tied to these loans ; delete or adjust any inaccurate late/missed payment entries ; and furnish me written proof of all changes sent to CRAs.\n\n5. Provide a secure communications channel ( portal or encrypted method ) and assign a single point of contact with direct phone/email to resolve open items.\n\n6. Confirm all fees/charges assessed are lawful and reverse any improper amounts ; provide a waiver/credit if delays or errors were on the servicers side.\n\n7. Deliver all requested records within 30 days and a final, plain-English summary confirming that my account is accurate and in the correct status going forward.\n\n-- - 4 ) CFPB Form Selections ( what to pick ) Product : Student loan Loan type : Federal student loan Issue : Trouble with how the loan is being serviced ( e.g., Incorrect information on account / Trouble getting information / Problems when you asked to get help ) pick the closest available options Company : Nelnet ( servicer ) Mention creditor/owner in narrative : U.S. Department of Education Resolution sought : Records production ; corrected accounting ; corrected credit reporting ; clear status/plan ; secure contact ; reversal of improper charges Submitter : I am the consumer Consent to share with company : Yes ( to enable Nelnet/ED to respond ) -- - 5 ) Evidence Checklist ( attach what you can ) Nelnets email asking for verification and your reply/submission ( screenshots or XXXX ) Any Nelnet statements/letters/secure messages showing status, balances, rates, or plan Any credit report pages showing tradelines/late marks related to these loans A timeline of your contacts ( dates you wrote/called ; what you asked for ; what they sent or failed to send ) Your IDR/PSLF inquiries ( if applicable ) and any confirmations/denials Any proof of payment misapplication or unexplained capitalization Your contact info ( entered only in the portal fields ) -- - 6 ) One-paragraph version ( if the form forces brevity ) Nelnet ( for U.S. Dept. of Education ) has not provided a complete, timely accounting of my federal student loans despite multiple requests. I still lack a full transaction history, capitalization details, payment allocation, and clear current status/plan. I also need confirmation/correction of any credit reporting. Please compel Nelnet/ED to ( 1 ) provide a full account reconstruction ( XXXX  ), ( 2 ) explain any forbearance/holds and confirm my current plan/IDR eligibility, ( 3 ) correct any inaccurate credit reporting and confirm updates to CRAs, ( 4 ) reverse any improper charges, and ( 5 ) assign a secure channel and single point of contact. I want a final, clear summary within 30 days confirming my accounts are accurate and in the correct status. \n\n\nCompany : Nelnet ( servicer ) for the U.S. Department of Education. \nI am XXXX XXXX. Federal student loans were fraudulently taken out in 2009 without my consent. I have disputed this repeatedly with Nelnet and other parties for years, yet Nelnet continues to treat me as liable and allows interest to accumulate. Despite my requests, I have not received a full account reconstruction, documentation proving my consent, or correction of records. This debt is not legally mine. I request : ( 1 ) proof of consent or promissory notes, ( 2 ) immediate release of liability, ( 3 ) removal of all adverse credit reporting, and ( 4 ) refund/waiver of all amounts falsely charged. \n\n\n-- - XXXX ) Full Narrative Who I am : I am XXXX XXXX, listed as a borrower on federal student loans serviced by Nelnet on behalf of the U.S. Department of Education ( ED ).\n\nWhat happened : Student loans were taken out in XXXX without my knowledge or consent. I did not sign the Master Promissory Note ( MPN ) or authorize disbursement. I have raised this dispute with Nelnet and other third parties for years. \n\nDespite repeated complaints, Nelnet continues to treat me as legally liable, allowing interest to accumulate for over a decade on loans that were not lawfully originated. \n\nNelnet has not provided copies of signed notes, disbursement authorizations, or other documentary proof tying me to the loans. \n\nInstead, I receive form letters demanding repayment or directing me into repayment plans, which presuppose liability that I dispute. \n\nThis has caused long-term financial harm, damaged my credit, and created barriers to my career and candidacy for public office. \n\n\nWhy this is a problem : No lender or servicer may lawfully collect on a debt without proof of consent. \n\nUnder the Higher Education Act and ED servicing contracts, Nelnet is required to maintain and provide loan origination documents ( e.g., signed MPN ).\n\nContinuing to assess and capitalize interest on loans taken without consent violates basic contract principles, as well as consumer protection law. \n\nIf credit reporting has occurred, this may also violate the Fair Credit Reporting Act ( FCRA ). \n\nI have a right under the Fair Debt Collection Practices Act ( FDCPA ) ( if applicable ) to request verification and to not be held liable for debts I did not incur. \n\n\nHarm suffered : More than a decade of accrued, compounding interest on a fraudulent debt. \n\nCredit damage from adverse tradelines. \n\nRepeated stress, wasted time, and financial barriers from a debt I do not legally owe. \n\n\n\n-- - 3 ) Requested Relief I request that the CFPB compel Nelnet and ED to : 1. Produce original signed documentation ( Master Promissory Note, disbursement records, consent forms ). If no such documents exist, immediately acknowledge the loans were not authorized.\n\n2. Release me from all liability and update all records accordingly.\n\n3. Cease interest accrual and remove all accumulated amounts tied to these unauthorized loans.\n\n4. Correct credit reporting delete all tradelines and adverse marks tied to these fraudulent loans.\n\n5. Refund or credit any amounts collected based on this debt.\n\n6. Provide a written statement from ED confirming that I am not legally responsible for these loans.\n\n7. Establish a secure communications channel and assign a single point of contact to resolve this matter.\n\n-- - 4 ) CFPB Form Selections Product : Student loan Loan type : Federal student loan Issue : Loan was taken out without my consent / incorrect information on account / problems with dispute resolution Company : Nelnet ( servicer ) Mention creditor : U.S. Department of Education ( ED ) Resolution sought : Release of liability, deletion of tradelines, refund/waiver of all amounts, proof of origination documents Submitter : I am the consumer -- - 5 ) Evidence Checklist Copies of all prior disputes you sent to Nelnet/ED. \n\nAny Nelnet responses ( especially form letters that ignore your liability dispute ). \n\nCredit report showing adverse tradelines tied to these loans. \n\nDocumentation showing lack of consent ( no signed MPN, no disbursement authorization ). \n\nA timeline of your disputes ( XXXX ). \n\nCourses of Action ( XXXX ) A. Loan Origination & Consent Verification ( XXXX ) 1. Produce the original Master Promissory Note ( MPN ) signed in XXXX ( if any ). \n\n\n2. Provide a copy of any consent form authorizing disbursements from that year.\n\n3. Identify the disbursing institution and verify whether it followed required ED procedures.\n\n4. Verify my identity was confirmed when the loan was originated.\n\n5. Provide all records of communication in 2009 related to the loan origination.\n\n6. Produce any affidavits or declarations attesting that I consented.\n\n7. Provide documentation of loan counseling ( if required ) that I allegedly received.\n\n8. Show evidence of how the lender verified that the address and SSN were correct.\n\n9. Produce a signature sample comparison ( if signature exists ).\n\n10. Identify any witnesses to the signing or issuance of the loan.\n\n11. Provide copies of all notices required by law at origination ( e.g., borrower rights, repayment options ).\n\n12. Show whether any power of attorney or guardianship was used.\n\n13. Provide copies of all disbursement schedules tied to the loans.\n\n14. Provide all promissory note amendments or consolidations.\n\n15. Identify any consolidation loans into which these loans may have been rolled.\n\n16. Provide a timeline of all disbursements, interest accrual, and capitalization events.\n\n17. Confirm whether the origination complied with HEA ( Higher Education Act ) requirements.\n\n18. Provide any state law disclosures required in 2009.\n\n19. Prove chain of title if the loan was sold or transferred.\n\n20. Confirm no fraudulent signatures or identity theft investigations were performed.\n\nB. Full Account Reconstruction ( XXXX ) XXXX. Produce a detailed transaction ledger from 2009 to present. \n\n\n22. Show interest rates in effect over time, by period.\n\n23. Record all payments madeprincipal, interest, feeswith date allocation.\n\n24. Show all capitalization events ( when interest was added to principal ), with dates and amounts.\n\n25. Provide an amortization schedule or calculation.\n\n26. Compute daily interest accrual.\n\n27. Provide calculations showing what I would have owed if no interest accrued ( hypothetical ).\n\n28. Show what my balance would be under each possible repayment plan.\n\n29. Provide all notices of delinquency or default sent to me.\n\n30. Show any subsidies or deferments applied.\n\n31. Provide records of any forbearance or suspension.\n\n32. Provide records of any administrative holds.\n\n33. Provide records of any refund or credit.\n\n34. Provide statements/emails showing required disclosure of fees.\n\n35. Provide all correspondence about loan status.\n\n36. Provide breakdown of fees charged ( origination, late, default, collection ).\n\n37. Provide payment allocation method used ( toward interest vs. principal ).\n\n38. Provide proof of proper disclosures under federal law.\n\n39. Provide my current balance : principal, interest, fees, capitalized amounts.\n\n40. Show whether any payments were misapplied.\n\n41. Provide reconciliation between what I paid vs. what the account shows.\n\n42. Provide monthly statements or notices ( if required ).\n\n43. Provide notices of rights under IDR/PSLF ( if required ).\n\n44. Provide past payment plan documents.\n\n45. Show how extra payments ( if any ) were credited.\n\n46. Provide records of current repayment status.\n\n47. Provide notice of any late fees or penalties and their basis.\n\n48. Provide proof of mailing ( or electronic delivery ) of all required statements.\n\n49. Provide disclosures of default rights.\n\n50. Provide proof that I was notified of all required rights ( e.g., deferment, loan forgiveness programs ).\n\nC. Credit Reporting & FCRA Compliance ( XXXX ) 51. Confirm whether any negative reporting to credit bureaus occurred.\n\n52. If yes, provide which bureau ( s ), which tradelines, on what dates.\n\n53. Remove or correct any adverse tradelines resulting from unauthorized/incorrect debt.\n\n54. Send proof to bureaus that corrections were made.\n\n55. Provide copies of all credit bureau reports in which my loans appear.\n\n56. Provide all furnisher documentation ( information provided to bureaus ).\n\n57. Confirm whether you reported interest that accrued illegally.\n\n58. Provide written confirmation of what was sent in dispute letters.\n\n59. Provide correspondence with credit bureaus about dispute.\n\n60. Provide any credit repair or remediation undertaken.\n\n61. Confirm that no further reporting will occur until this is resolved.\n\n62. Provide credit reporting history from 2009 forward.\n\n63. Provide any automated adverse action notices sent due to reporting.\n\n64. Provide whether any collections agency was involved in reporting.\n\n65. Provide records of any fees or collections forwarded to agencies.\n\n66. Provide dispute escalation logs for credit reporting.\n\n67. Provide records of any fees for credit report copies.\n\n68. Provide sample translated notices if non-English required.\n\n69. Provide documentation showing compliance with FCRA 15 U.S.C. 1681s-2.\n\n70. Provide policy for how Nelnet corrects furnishing errors.\n\nD. Communication, Dispute Process & Customer Access ( 71-95 ) 71. Provide secure means of communication ( portal/email ) documented.\n\n72. Assign a single individual as point of contact for my case.\n\n73. Provide transcripts or logs of phone calls related to my disputes.\n\n74. Provide email threads or message records.\n\n75. Provide dates when I made requests and Nelnets responses.\n\n76. Provide notice log showing when and how notices were delivered.\n\n77. Provide content of any written denials or explanations.\n\n78. Provide policy for turnaround time on borrower dispute requests.\n\n79. Provide whether Nelnet offered IDR or PSLF options.\n\n80. Provide written delivery receipts of bills or notices.\n\n81. Provide sample notices used for late or missed payments.\n\n82. Provide audit log of who accessed my customer profile.\n\n83. Provide security/privacy notifications sent to me.\n\n84. Provide customer complaint history related to similar origin-of-loan issues.\n\n85. Provide documentation of Nelnets escalations and internal reviews.\n\n86. Provide disclosures required under HEA/TEACHING regulations.\n\n87. Provide documentation of required annual notices.\n\n88. Provide records of default collection attempts.\n\n89. Provide records of student loan servicing oversight audits.\n\n90. Provide data on how many borrowers disputed origin-of-loan claims and resolution rates.\n\n91. Provide policy copies about debt collection communication frequency.\n\n92. Provide transcripts or recordings of any in-person meetings ( if applicable ).\n\n93. Provide disclosure of any internal investigation into identity theft/fraud regarding my account.\n\n94. Provide notice of rights under FDCPA ( if applicable ).\n\n95. Provide customer service scripts or guidelines used when denying origin consent.\n\nE. Regulatory, Legal & Policy Compliance ( 96-125 ) 96. Confirm compliance with ED servicing agreement obligations.\n\n97. Provide EDs oversight reports for Nelnets performance.\n\n98. Provide audit or compliance reviews by ED documenting issues.\n\n99. Provide copies of any FSA Ombudsman determinations relating to my loans.\n\n100. Provide all applicable federal statutes e.g., HEA, Title IV, 34 CFR 685 etc.\n\n101. Provide your policy for proving identity theft or fraudulent origin.\n\n102. Provide legal opinions you relied on for insisting on liability.\n\n103. Confirm compliance with statute of limitations where applicable.\n\n104. Provide policies on retention/destruction of origination records.\n\n105. Provide your internal legal analyses of borrowers disputing origin.\n\n106. Provide your attorneys interpretations of arbitration / dispute clauses.\n\n107. Provide documentation you rely on for refusing to honor IDR or forgiveness programs.\n\n108. Provide your governing contract with ED showing what Nelnet is responsible for.\n\n109. Provide FSA/ED guidance cited in that contract.\n\n110. Provide EDs written policies on loan disputes and fraud.\n\n111. Provide policy guidance on interest capitalization.\n\n112. Provide legal basis for capitalizing interest while dispute unresolved.\n\n113. Provide HEA guidance on borrower rights.\n\n114. Provide waiver or discharge policies and how they apply to unauthorized origin loans.\n\n115. Provide legal precedent or case law used in your decision.\n\n116. Provide policy on how Nelnet investigates claims of non-consensual origination.\n\n117. Provide EDs oversight metrics and penalties for servicers who fail.\n\n118. Provide your compliance with federal consumer protection laws ( FTC Act, TILA etc if any cross-applicable ).\n\n119. Provide policy on preventing discrimination or unfair targeting ( political belief etc ).\n\n120. Provide certifications or attestations that data privacy laws are complied with ( FERPA, other ).\n\n121. Provide legal review logs ( internal counsel advice memos ).\n\n122. Provide your policy for notifying borrowers about pending account closure or legal liability.\n\n123. Provide policy regarding contending assumption of debt without debt-origin documentation.\n\n124. Provide policy on disputing closed claims and releasing borrowers from misattributed liability.\n\n125. Provide your policy on customer restitution when errors committed.\n\nF. Refunds, Compensation & Financial Remedies ( 126-150 ) 126. Refund all interest accrued on loans taken without my consent.\n\n127. Waive all principal and interest on debts for which no promissory note exists.\n\n128. Remove all associated fees, penalties, late charges.\n\n129. Credit my account for any overpayments made.\n\n130. Recompute balance under no-debt scenario if origin not proven.\n\n131. Adjust any tax reporting ( 1098-E, etc. ) if required.\n\n132. Remove any collection agency charges.\n\n133. Cover cost of disputes ( phone, mail, time ).\n\n134. Compensate for credit score impact.\n\n135. Cover attorneys fees ( if I hire counsel ).\n\n136. Provide monetary compensation for emotional distress.\n\n137. Provide compensation for lost opportunities ( if campaign or job disrupted ).\n\n138. Provide punitive damages if lawfully permitted.\n\n139. Refund any charges for credit report copies if required.\n\n140. Compensate me for time lost gathering documentation.\n\n141. Compensation for late/unjust debt collections.\n\n142. Compensation for being denied or delayed IDR or forgiveness options.\n\n143. Assign a lump-sum settlement for harm done.\n\n144. Provide non-monetary compensation ( e.g., certificate or public acknowledgment if appropriate ).\n\n145. Provide clear, written apology.\n\n146. Agree to cover any costs I incur due to credit repair.\n\n147. Provide budget for oversight compliance.\n\n148. Offer settlement check or payment to cover all relevant taxes.\n\n149. Provide checks or payments for any garnishments, wage offsets wrongly made.\n\n150. Cover cost of verifying origin ( e.g., legal cover, document retrieval ).\n\n151. Reimburse any third-party disbursement or default fee.\n\n152. Provide my account statement free of fee for entire timeline.\n\n153. Provide zero-interest payment plan if reinstated.\n\n154. Provide retroactive forbearance credit if delay from Nelnet.\n\n155. Provide clear yearly statements going forward at no charge.\n\n156. Provide ongoing monitoring of credit report status.\n\n157. Provide guarantee that future servicing will not breach my rights.\n\n158. Supply written policy revisions and post them publicly.\n\n159. Present independent third-party audit or oversight of this case if requested.\n\n160. Produce a notarized affidavit from the employee who first opened the account file in 2009 ( or statement that no such employee exists ).\n\n161. Provide chain-of-custody logs for any physical documents ( MPNs, signed forms ) that you claim prove origination.\n\n162. Deliver a forensic image ( hash-signed ) of the database table row ( s ) that contain my account record as of each year-end 20092024.\n\n163. Produce the schema definition for the account table ( s ) that store borrower identity and loan metadata.\n\n164. Provide the DBA/DBMS logs showing the exact SQL operations that created or modified my account record.\n\n165. Provide certificate-signed hashes ( SHA-256 ) of all produced native files so integrity can be independently verified.\n\n166. Provide any OCR/scan-to-text output files for paper originals plus the raw scanned images.\n\n167. Produce proof of chain verification for any digital signature applied to origination documents.\n\n168. Produce records of any third-party identity verification vendor used ( contract + verification instance for my identity ).\n\n169. Provide results of any fraud-analytics retrospective review run against my account ( false-positive/false-negative analysis ).\n\n170. Provide the retention schedule applied to my origination documents and show whether any files were destroyed under that schedule.\n\n171. Produce log of any document destruction events for records tied to my account, with authorized approver and method.\n\n172. Provide the full version history ( diffs ) for any document that was modified ( eg MPN amendments ).\n\n173. Produce timestamped audit trail of any manual redactions applied to documents produced in discovery.\n\n174. Provide a legally-certified translation of any non-English material relied on in the origination process.\n\n175. Produce the ID verification algorithm output ( proof tokens, vendor score, acceptance threshold ) used at origination.\n\n176. Deliver the code snippet or query used to generate the account closed flag for my record, with comments.\n\n177. Provide all business rules that map detection triggers to closure outcomes, with effective dates.\n\n178. Produce copies of all training datasets used to train any ML model that flagged my account ( with sensitive PII redacted if necessary ).\n\n179. Provide model drift analyses showing performance changes of closure models since XXXX. \n\n\nXXXX. Produce a signed certification from the Chief Data Officer that no backdoor overrides were used to force this closure.\n\n181. Produce the full ticket history including internal severity codes, root cause analysis, and SLA timestamps for every support/ticket number related to my account.\n\n182. Produce a list of all service desk approvers who authorized final closure, with their approval timestamps.\n\n183. Provide the exact policy text that was presented to frontline staff when they executed the closure.\n\n184. Produce a copy of any external legal demand, court order, or subpoena that referenced my account ( if any ).\n\n185. Provide the raw logs of any automated remediation scripts executed against my account ( cron jobs, patches ).\n\n186. Produce the last three change management approvals that touched compliance decision-making systems used in my case.\n\n187. Provide the full PII access request log ( who requested access, justification, outcome ) for all access events for my file.\n\n188. Produce the complete list of IP addresses that connected to my account within 30 days prior to closure and the geolocation mapping for each.\n\n189. Provide forensic device identifiers ( device fingerprinting ) used to associate sessions to my account at time of alleged suspicious activity.\n\n190. Produce all analytic dashboards and export data that displayed my accounts risk score on each relevant date.\n\n191. Provide an independent third-party attestation that the closure workflow complied with your written procedures ( attestor name, scope ).\n\n192. Produce all redaction keys used to anonymize any produced documents so we can verify redactions were not substantive.\n\n193. Produce the auditable payroll/timecard records demonstrating how many hours staff spent investigating my case and the cost attributed.\n\n194. Provide the chain of custody and transfer records for any funds held, including bank account, ACH file IDs, settlement files.\n\n195. Produce audit logs of all exports of my data to any third party ( CSV/XML ) including recipient and purpose.\n\n196. Provide any internal legal memos assessing whether closure of a political candidates account could trigger FEC or First Amendment issues.\n\n197. Produce the list of all accounts that were closed the same day with the same reason code and the aggregate statistical justification.\n\n198. Provide a statistical false-positive rate for the closure reason code as applied in the prior 24 months.\n\n199. Produce a signed statement from the CEO or General Counsel certifying that the action was not based on political viewpoint.\n\n200. Provide copies of all external communications to vendors about my account ( email chains, portal messages ).\n\n201. Produce a formal root-cause analysis ( RCA ) for the closure decision with corrective action plan and responsible owners identified.\n\n202. Provide the escalation log showing every internal stakeholder briefed ( names/dates ) with their responses.\n\n203. Produce a redline history showing any policy text that was changed in response to past complaints about wrongful closures.\n\n204. Provide a list of all users/agents who had the authority to reverse a closure and show whether any reversal was attempted for my account.\n\n205. Produce confirmation of any hold placed on reporting to credit agencies during dispute and the start/end timestamps.\n\n206. Provide evidence that no adverse inference was drawn from my public political activity ( emails, memos showing political neutrality review ).\n\n207. Produce a list of every supervisory call ( recording or transcript ) where my case was discussed with senior management.\n\n208. Provide a corrective action metric showing percentage reduction in wrongful closures over past 12 months and link to remediation.\n\n209. Produce an offer to fund an independent audit by a mutually agreed firm ( with scope ) and agree to accept the auditors binding remediation recommendations.","date_sent_to_company":"2025-11-02T19:29:53.000Z","issue":"Unauthorized withdrawals or charges","sub_product":"Student loan debt relief","zip_code":"480XX","tags":null,"has_narrative":true,"complaint_id":"15971197","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2025-09-17T04:34:10.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Produce the <em>auditable</em> payroll/timecard records demonstrating how many hours staff spent investigating my case and the cost attributed.\n\n194. Provide the chain of custody and transfer records for any <em>funds</em> held, including bank account, ACH file IDs, settlement files.\n\n195. Produce <em>audit</em> logs of all exports of my data to any third party ( CSV/XML ) including recipient and purpose.\n\n196."],"sub_product":["Student <em>loan</em> debt relief"]},"sort":[14.678525,"15971197"]},{"_index":"complaint-public-v1","_id":"17817059","_score":13.952353,"_source":{"product":"Mortgage","complaint_what_happened":"This is a Notice of Error ( NOE ) under RESPA 1024.35 and a follow-up to CFPB Complaint # XXXX ( closed inadequately on XX/XX/XXXX with Shellpoint 's unsubstantiated \" no error '' claim, ignoring my pivot analysis showing {$750.00} net overpayments from irregular refund loops in XXXX ). Shellpoint continues predatory lender-placed flood insurance ( FPI ) practices on Loan # XXXX ( Property : XXXX XXXX XXXX  # XXXX, XXXX XXXX XXXX CA XXXX ), despite proof of continuous HOA master policy coverage. \nIn # XXXX, Shellpoint disbursed {$230.00} FPI on XX/XX/XXXX, ignoring my XX/XX/XXXX upload of compliant COI ( XXXX XXXX XXXX {>= $1,000,000} coverage via Philadelphia Indemnity ; Exhibit B confirmation ). They bundled it deceptively in {$320.00} \" Escrow ( Taxes and Insurance ) '' without itemizing, violating TILA Reg Z 1026.41 ( d ) ( 2 ) for clear breakdowns. Their response falsely claimed my COI was expired ( XXXX ), but I provided current evidence. \nTo directly refute Shellpoint 's \" no error '' claim and prove refundable overpayments, I analyzed their own payment history data ( downloaded from servicing.shellpointmtg.com on XX/XX/XXXX ) using a pivot table filtering for \" Insurance Premium Disbursement '' vs. \" Insurance Refund '' transactions. This data, exported directly from their portal, shows {$5900.00} in total insurance premiums disbursed from my escrow since XXXX, offset by only {$5000.00} in refunds, resulting in a net overpayment of {$870.00} ( see attached Insurance_Premium_Disbursement_vs_InsuranceRefund.csv and XXXX for the full table ). This net figure includes irregular \" refund loops '' ( e.g., multiple refunds in XX/XX/XXXX totaling {$3500.00} that appear to correct prior errors but still leave a deficit ) and recent unwarranted FPI ( {$350.00} in XXXX ), proving errors in escrow application and failure to fully refund improper charges. Shellpoint 's data itself demonstrates these discrepancies, contradicting their denialCFPB must compel a full audit to verify and refund this {$870.00} net overpayment, which supports my demand for {$1100.00} in total XXXX refunds ( {$750.00} historical net + {$350.00} recent, adjusted for unrefunded items ). CFPB supervisory highlights ( Issue XXXX, XXXX ) require servicers to cancel XXXX and refund premiums for overlapping periods upon proof, reinforcing the need for refunds, reversals, and taxes-only analysis in my demands. \nNew violations since closure : Shellpoint 's XXXX portal complicates, hides, and provides no feedback on upload reviews or results, creating a \" black hole '' that enforces FPI charges and late fees without consumer awareness. Uploads yield only generic confirmations ( e.g., email : \" assigned to insurance department '' ), with no status tracking, rejection details, or dashboardviolating RESPA 1024.37 ( e ) timely notices and UDAAP against deceptive processes that confiscate escrow funds. For example, if a consumer uploads a master policy with the wrong expiration date, you continue billing and threatening lates without explaining why, leaving the consumer unaware despite believing proof was provided. Similarly, if the consumer uploads but misses scrolling to and clicking \" submit '' ( button buried at the bottom ), the policy remains unprocessedyou don't notify of the incomplete status, enabling XXXX to proceed unchecked. As of XX/XX/XXXX, you have failed to update my account within the XXXX business hours promised in the XXXX email confirmation for my XX/XX/XXXX upload ( \" A customer service representative will review your policy information and update your account within XXXX business hours '' ). This written promise, when not honored, constitutes a deceptive act under CFPB 's UDAAP authority ( 12 U.S.C. 5531, prohibiting unfair, deceptive, or abusive acts/practices ) and may violate FTC Act 5 equivalents, as it misleads consumers about timelines for error resolution and insurance verification, leading to unwarranted charges. \nOn XX/XX/XXXX, disbursed another {$110.00} FPI ( attached payment history export dated XX/XX/XXXX ), despite my re-upload of XXXX COI on XX/XX/XXXX ( effective XXXX, {>= $1,000,000} property coverage via XXXX XXXX XXXX ; Exhibit J confirmation from XXXX XXXX XXXX This ignores HOA 's RCBAP-equivalent coverage under NFIP 44 C.F.R. 61.13 and Davis-Stirling Act 4125/4775/5805, violating RESPA 1024.37 ( g ) ( must cancel FPI within 15 days of proof ). \nAssessed {$65.00} late fee on XX/XX/XXXX and marked \" late '' status, retaliatory for my timely P & I payment of {$1300.00} on XX/XX/XXXX. Pre-disbursement escrow balance ( {$2200.00} ) covered the {$2000.00} tax payout on 11/18/2025 ( leaving {$200.00} cushion ), so no delinquency absent disputed FPI. Violates RESPA 1024.35 ( i ) ( no adverse reporting during 60-day NOE ), 1024.17 ( k ) ( 2 ) ( must advance escrow for legitimate items ), and FCRA 1681s-2 ( a ) ( 3 ).\n\nEven more deceptively, the {$320.00} monthly \" Escrow ( Taxes and Insurance ) '' is padded beyond the true property tax needs ( ~ $ XXXX for {$3900.00} annual taxes ), allowing occasional invalid FPI charges like {$110.00} to be absorbed without dropping the balance below minimum levels or triggering immediate alerts. This hidden accounting layerevident in the payment history where FPI deductions don't cause visible shortagesobscures improper disbursements, making them inaccessible to consumers, elders like me, or auditors ( e.g., CFPB officials ) without deep analysis. It violates RESPA 1024.17 ( c ) escrow limits ( 1/12th + 1/6 cushion max ) and CFPB UDAAP prohibitions on deceptive practices that mislead about costs and account status, while enabling illicit FPI profits XXXX \nXX/XX/XXXX escrow statement shows {$540.00} shortage from unwarranted {$590.00} XXXX, projecting new payment {$1800.00} effective XX/XX/XXXX. Demands {$2000.00} total due ( mailed statement ) vs. {$1600.00} online portalmismatched and deceptive. \" Escrow ( Taxes and Insurance ) '' lumps {$320.00} without separating ~ {$330.00} tax from invalid {$110.00} XXXX, forcing seniors like me to calculate, violating UDAAP and elder protections ( Elder Justice Act, CA EADACPA ).\n\nAs a senior, this constitutes financial exploitation via ignored proofs, illicit commissions, and withheld surplus ( ~ {$2300.00} XXXX ). Total XXXX overpayments now {$1100.00} ( {$750.00} historical + {$230.00} + {$110.00} ). My XX/XX/XXXX QWR ( Exhibit F ) remains unaddressed. \nDemand : Refund {$1100.00} FPI + {$65.00} fee, reverse late status/no reporting, honor HOA policy, itemize escrow ( taxes separate ), confirm taxes-only escrow with updated analysis, suppress adverse actions, and add portal feedback/tracking. \nAttachments : - Payment History Export ( XX/XX/XXXX ) - Escrow Statement ( XX/XX/XXXX ) - XXXX COI Renewal - Exhibit J ( XX/XX/XXXX Upload Confirmation ) - Prior Exhibits ( XXXX, pivots, statements ) - Portal Screenshot ( expressinsuranceinfo.com ) - Insurance_Premium_Disbursement_vs_InsuranceRefund.pdf ( pivot table )","date_sent_to_company":"2025-12-08T02:14:45.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"92019","tags":"Older American","has_narrative":true,"complaint_id":"17817059","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-12-08T01:24:10.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["This hidden accounting layerevident in the payment history <em>where</em> FPI deductions don't cause visible shortagesobscures improper <em>disbursements</em>, making them inaccessible to consumers, elders like me, or auditors ( e.g., CFPB officials ) without deep analysis."]},"sort":[13.952353,"17817059"]},{"_index":"complaint-public-v1","_id":"17819218","_score":13.7549925,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Shellpoint Mortgage ServicingXXXX XXXX XXXX XXXX XXXX XXXX XXXX Re: RESPA Demand to Honor HOA Master Policy, Cease Semi-Annual Flood Insurance Billing, Reverse Invalid Late\\n Fee/Status, and Refund Overpayments (Loan XXXX)\\n As a senior citizen protected under federal and XXXX  elder abuse laws, I demand immediate cessation of your predatory\\n flood insurance billing practices, which constitute financial exploitation through repeated unwarranted demands, ignored\\n proofs, and illicit profits from commissions or held escrow interest. This violates the Elder Abuse Prevention and Prosecution\\n Act (34 U.S.C. 21701 et seq.), which penalizes scams targeting seniors; the Elder Justice Act (42 U.S.C. 1397j et seq.),\\n coordinating responses to abusive mortgage servicing; and the FinCEN Advisory on Elder Financial Exploitation (XXXX),\\n requiring reporting of abusive billing red flags like your pattern of \"non-receipt\" claims. In California, this breaches the Elder\\n Abuse and Dependent Adult Civil Protection Act (EADACPA, Welfare & Institutions Code 15600 et seq.), allowing treble\\n damages for wrongful withholding of property (e.g., overcharged escrow); the Rosenthal Fair Debt Collection Practices Act (Civil\\n Code 1788 et seq.), prohibiting abusive collections; SB 1018 (Financial Code 51000 et seq.), mandating elder abuse reporting;\\n and Civil Code 2923.5, requiring contact with seniors before default threats.\\n Your assessment of a $XXXX late fee on XXXX (per your XXXX mortgage statement and attached payment history\\n export dated XXXX) and \"late\" status in the portal is fraudulent and retaliatory, as my P&I payment of $XXXX  was\\n timely on XXXX (applied as unapplied partial per statement), and the pre-disbursement escrow balance fully covered the\\n $XXXX  tax disbursement on XXXX (leaving ~$XXXX  cushion, as post-disbursement balance fell to $XXXX  per statement).\\n This violates RESPA 1024.35(i) (no adverse credit reporting during 60-day NOE review), FCRA 1681s-2(a)(3) (no adverse\\n reporting on disputed accounts), and the above elder protections against exploitationmy XXXX certified QWR (Exhibit\\n XXXX XXXX XXXXXXXX) and CFPB complaints (IDs XXXX) protect against this.\\n Furthermore, this late fee is unenforceable and uncollectible because it stems directly from your mismanagement of my\\n adequately funded escrow account. With a pre-insurance disbursement balance of $XXXX  (sufficient for all legitimate items,\\n including the $XXXX  tax payout), your improper force-placement created an artificial shortage and delinquency. Under\\n RESPA 1024.17(k)(2), servicers must advance funds from escrow to pay insurance timely and avoid penalties, yet you failed to\\n honor my valid HOA master policy, leading to unwarranted charges. The CFPB has repeatedly cited servicers for imposing\\n improper late fees due to such escrow errors, violating consumer protections.\\n Further, your ongoing flood insurance demands ignore my XXXX XXXX re-upload on XXXX (confirmation attached as\\n Exhibit J, effective XXXX XXXX coverage via XXXX XXXX XXXXndemnity), confirming the\\n HOA\\'s continuous master policy under XXXX XXXX (HOA responsible for common area/structure\\n insurance) and NFIP 44 C.F.R. 61.13 (RCBAP-equivalent certificates suffice for condo units; lenders must accept if meeting XXXX%\\n replacement cost per XXXX XXXX XXXX). Your lender-placed flood disbursements (e.g., $XXXX XXXX XXXX XXXX XXXX XXXX  per statement and payment history, contributing to $XXXX  actual insurance in escrow analysis) are\\n unwarranted, as the HOA master policy provides equivalent coverage without need for individual policies. The\\n escrowAccounts.pdf screenshot shows two hazard policies (XXXX XXXX XXXX XXXX XXXX XXXX), confirming XXXX  is\\n hazard, not floodfurther violating XXXX, which limits my hazard responsibility to interiors. Cease all semi-annual\\n flood billing immediatelyyour negligence or intent to profit violates RESPA 1024.37, FDCPA 1692e (false representations),\\n and elder abuse laws cited above.\\n Additionally, your expressinsuranceinfo.com portal for proof of insurance uploads complicates, hides, and provides no\\n feedback on review activity or results, creating a \"black hole\" that allows continued XXXX charges and late fees without consumer\\n knowledge or recourse. Uploads (e.g., my XXXX XXXX XXXX  submissions) yield only generic confirmations, with no\\n status updates, rejection reasons, or integration to your account dashboardviolating RESPA 1024.37(e) timely notice\\n requirements and CFPB UDAAP rules against deceptive interfaces. This deceptive procedure enforces illicit escrow confiscation\\n (e.g., $XXXX  overpayments) while assessing fees like $XXXX, exploiting unknowing consumers, especially seniors. For\\n example, if a consumer uploads a master policy with the wrong expiration date, you continue billing and threatening lates\\n without explaining why, leaving the consumer unaware despite believing proof was provided. Similarly, if the consumer\\n uploads but misses scrolling to and clicking \"submit\" (button buried at the bottom), the policy remains unprocessedyou\\n don\\'t notify of the incomplete status, enabling XXXX  to proceed unchecked. As of XXXX XXXX XXXX  you have failed to update\\n my account within the 72 business hours promised in the XXXX email confirmation for my XXXX upload (\"A customer service representative will review your policy information and update your account within 72 business\\n hours\"). This written promise, when not honored, constitutes a deceptive act under CFPB\\'s UDAAP authority (12 U.S.C. 5531,\\n prohibiting unfair, deceptive, or abusive acts/practices) and may violate FTC Act 5 equivalents, as it misleads consumers about\\n timelines for error resolution and insurance verification, leading to unwarranted charges.\\n Your XXXX  mortgage statement deceptively demands $XXXX  due on XXXX an excessive amount that includes\\n invalid items like the $XXXX  late fee, $XXXX  force-placed insurance, and portions for last month\\'s disputed escrow. The\\n \"Explanation of Amount Due\" misleadingly lumps $XXXX as \"Escrow (Taxes and Insurance)\" without itemizing the ~$XXXX\\n property tax component (derived from the annual ~$XXXX  taxes divided by 12, but requiring consumers to cross-reference\\n disbursements and projections across pages), forcing consumersespecially seniorsto perform complex calculations to\\n discern legitimate charges. Even more deceptively, the $XXXX  monthly \"Escrow (Taxes and Insurance)\" is padded beyond the\\n true property tax needs (~$XXXX XXXX XXXX annual taxes), allowing occasional invalid XXXX  charges like $XXXX  to be\\n absorbed without dropping the balance below minimum levels or triggering immediate alerts. This hidden accounting layer\\n evident in the payment history where FPI deductions don\\'t cause visible shortagesobscures improper disbursements, making\\n them inaccessible to consumers, elders like me, or auditors (e.g., CFPB officials) without deep analysis. It violates RESPA\\n 1024.17(c) escrow limits (1/12th + 1/6 cushion max) and CFPB UDAAP prohibitions on deceptive practices that mislead about\\n costs and account status, while enabling illicit XXXX  profits. The CFPB has cited servicers for similar inaccurate or misleading\\n statement descriptions that harm consumers. My updated pivot analysis of your payment history (downloaded XXXX attached as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX  overpaymentproving errors despite your \"no error\" claims in prior CFPB responses. CFPB must\\n compel refunds, as their supervisory highlights support audits for such discrepancies.\\n I will continue paying property tax contributions into escrow ($XXXX XXXX XXXX XXXX XXXX XXXX taxes) but\\n withhold disputed flood insurance portions. Demand within 15 days:\\n 1. Refund $XXXX late fee and reverse \"late\" status/no reporting.\\n 2. Refund $XXXX  flood overpayments ($XXXX  historical net per pivot Exhibit D/E + $XXXX on XXXX XXXX XXXX XXXX XXXX).\\n 3. Cease all flood insurance billing/demands; honor HOA master policy for ongoing coverage without six-month cycles.\\n 4. Confirm escrow for property taxes only; provide updated analysis for $XXXX  cushion.\\n 5. Suppress adverse actions and report suspected elder abuse per SB 1018.\\n 6. Provide a corrected statement for XXXX reflecting only XXXX XXXX XXXX XXXX XXXX XXXX (excluding invalid\\n items), and itemize all escrow components (taxes separate from insurance) in future statements to avoid deceptive\\n practices.\\n 7. Improve expressinsuranceinfo.com with status tracking, feedback, and integration to prevent future errors.\\n Non-compliance escalates to CFPB/XXXX  with this evidence, seeking treble damages under EADACPA. All in writing.\\n Sincerely,XXXX XXXX XXXX XXXX Attachments:\\n Payment History Export XXXX  highlighting late fee/tax disbursement)\\n Filtered Payment History (focusing on late charge and property tax entries)\\n Exhibit J XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  (QWR, statements, pivot)\\n Shellpoint Escrow Statement (effective XXXX and Mortgage Statement XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2025-12-08T04:55:31.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"92019","tags":"Older American","has_narrative":true,"complaint_id":"17819218","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-12-08T04:32:15.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["With a pre-insurance <em>disbursement</em> balance of $XXXX  (sufficient for all legitimate items,\\n including the $XXXX  tax payout), your improper force-placement created an artificial shortage and delinquency. Under\\n RESPA 1024.17(k)(2), servicers must advance <em>funds</em> from escrow to pay insurance timely and avoid penalties, yet you failed to\\n honor my valid HOA master policy, leading to unwarranted charges."]},"sort":[13.7549925,"17819218"]},{"_index":"complaint-public-v1","_id":"17903100","_score":13.272549,"_source":{"product":"Debt collection","complaint_what_happened":"XX/XX/year> XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX Re : THIRD NOTICE OF DISPUTE, FAILURE OF VALIDATION, AND RECORD OF STATUTORY NON-COMPLIANCE Creditor / Furnisher : Edfinancial Services Account Number Referenced : XXXX Loans Alleged : Federal Direct XXXX Loans XXXX through XXXX To Whom It May Concern, This correspondence constitutes my THIRD FORMAL DISPUTE and NOTICE OF NON-COMPLIANCE regarding the above-referenced alleged student loan accounts. This letter is issued to memorialize your continuing failure to lawfully verify or substantiate the alleged debt, despite repeated written disputes and requests for competent evidence. \n\nThis letter is further intended to preserve the administrative and evidentiary record and to document statutory violations arising from your continued furnishing of disputed information without lawful verification, authorization, or consistency. \n\nI. FAILURE OF VALIDATION AND FAILURE OF COMPETENT EVIDENCE Your recent response again relies on generalized explanations regarding federal student loan processes, internal database summaries, and alleged electronic records. You have failed, for a third time, to produce evidence sufficient to establish that the alleged debt is legally attributable to me.\n\nSpecifically, you have not produced : 1.A Master Promissory Note bearing an authenticated, attributable signature that can be independently verified as mine.\n\n2.IP logs, audit trails, digital certificate records, or system metadata establishing that any alleged electronic signature originated from a device, location, or identity under my control.\n\n3.Contemporaneous enrollment certifications bearing my authorization.\n\n4.Proof of delivery or receipt of disbursement funds by me.\n\n5.Proof of affirmative acceptance of alleged loan proceeds.\n\n6.Proof of lawful identity verification protocols performed prior to disbursement.\n\n7.A complete administrative record as required under Title IV of the Higher Education Act.\n\nInvoices, internal summaries, or database printouts do not constitute competent evidence of a debt obligation and do not establish assent, privity, authorization, or contractual liability.\n\nII. FURNISHING OF INFORMATION WITHOUT AUTHORIZATION OR KNOWLEDGE You continue to furnish information regarding these alleged accounts to consumer reporting agencies despite unresolved disputes and without lawful verification. Furnishing information under these circumstances constitutes statutory non-compliance.\n\nIII. FAIR CREDIT REPORTING ACT VIOLATIONS ( 15 USC 1681 et seq. ) The following violations are hereby asserted : 1.15 USC 1681s-2 ( a ) ( 1 ) ( A ) Furnishing information with knowledge of inaccuracies.\n\nViolation : You continue to report disputed accounts without possessing competent verification establishing the debt is mine.\n\n2.15 USC 1681s-2 ( a ) ( 1 ) ( B ) Failure to correct incomplete or inaccurate information.\n\nViolation : You failed to correct or remove disputed information after notice of incompleteness and lack of attribution.\n\n3.15 USC 1681s-2 ( a ) ( 3 ) Failure to mark accounts as disputed.\n\nViolation : Furnishing has occurred without proper dispute notation across all bureaus.\n\n4.15 USC 1681s-2 ( b ) ( 1 ) ( A ) Failure to conduct a reasonable investigation.\n\nViolation : Repeating the same generalized response and invoice summaries does not constitute a reasonable investigation.\n\n5.15 USC 1681s-2 ( b ) ( 1 ) ( D ) Failure to delete or modify unverifiable information.\n\nViolation : Information remains furnished despite lack of verification.\n\n6.15 USC 1681e ( b ) Failure to follow reasonable procedures to assure maximum possible accuracy.\n\nViolation : Alleged tradelines are not consistent across Equifax, Experian, and TransUnion, demonstrating unreliable and inaccurate reporting.\n\nIV. INCONSISTENT AND NON-CONCURRENT CREDIT REPORTING The alleged accounts do not match across all three major consumer reporting agencies with respect to balances, status, dates, or remarks. Non-concurrent furnishing is prima facie evidence that reasonable procedures are not being followed, rendering the information legally unreliable under the FCRA.\n\nV. FAIR DEBT COLLECTION PRACTICES ACT VIOLATIONS ( 15 USC 1692 et seq. ) While Edfinancial attempts to disclaim FDCPA applicability, liability may attach where collection activity occurs by furnishing derogatory credit information and asserting payment obligations.\n\nViolations include : 1.15 USC 1692e False or misleading representations.\n\nViolation : Representing a legal obligation without competent proof of liability.\n\n2.15 USC 1692e ( 2 ) ( A ) Misrepresentation of the character or legal status of the debt.\n\nViolation : Debt is represented as valid without proof of authorization or acceptance.\n\n3.15 USC 1692f Use of unfair or unconscionable means.\n\nViolation : Coercive credit reporting used in lieu of lawful verification.\n\nVI. TRUTH IN LENDING ACT VIOLATIONS ( 15 USC 1601 et seq. ) 1.15 USC 1638 ( a ) Failure of required material disclosures.\n\nViolation : No evidence exists that mandatory disclosures were knowingly received or agreed to.\n\n2.15 USC 1640 ( a ) Civil liability for nondisclosure.\n\nViolation : Liability attaches where disclosures and authorization can not be proven.\n\nElectronic signature claims alone do not satisfy disclosure or consent requirements absent verifiable attribution.\n\nVII. DEMAND AND NOTICE You are hereby placed on notice that : 1.Continued furnishing without lawful verification constitutes willful non-compliance.\n\n2.Repeating invoices or statutory explanations without proof does not cure violations.\n\n3.Failure to delete unverifiable information exposes you to civil liability under : a. 15 USC 1681n ( willful non-compliance ) b. 15 USC 1681o ( negligent non-compliance ) 4.This letter serves as evidence of notice, opportunity to cure, and record preservation.\n\nVIII. FORMAL DEMAND Accordingly, I demand the following within thirty ( 30 ) days : 1.Permanent deletion of all unverifiable tradelines from all consumer reporting agencies.\n\n2.Written confirmation of deletion.\n\n3.Cessation of furnishing related to the alleged accounts.\n\n4.Preservation of all records, logs, metadata, and communications.\n\nFailure to comply will be deemed a knowing continuation of statutory violations and bad-faith furnishing. \n\nThis correspondence is made without waiver of any rights or remedies, all of which are expressly reserved. \n\nSincerely, XXXX XXXX XXXX XXXX, Michigan","date_sent_to_company":"2025-12-09T23:47:41.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"Federal student loan debt","zip_code":"48204","tags":null,"has_narrative":true,"complaint_id":"17903100","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EdFinancial Services","date_received":"2025-12-09T23:47:14.000Z","state":"MI","company_public_response":null,"sub_issue":"Threatened or suggested your credit would be damaged"},"highlight":{"complaint_what_happened":["Specifically, you have not produced : 1.A Master Promissory Note bearing an authenticated, attributable signature that can be independently verified as mine.\n\n2.IP logs, <em>audit</em> trails, digital certificate records, or system metadata establishing that any alleged electronic signature originated from a device, location, or identity under my control.\n\n3.Contemporaneous enrollment certifications bearing my authorization.\n\n4.Proof of delivery or receipt of <em>disbursement</em> <em>funds</em> by me.\n\n5.Proof of affirmative"],"sub_product":["Federal student <em>loan</em> debt"]},"sort":[13.272549,"17903100"]},{"_index":"complaint-public-v1","_id":"6090329","_score":12.97492,"_source":{"product":"Mortgage","complaint_what_happened":"WELLS FARGO WAS ORDERED AND FINED AS A RESULT OF ILLEGAL ACTIVITIES WITH CUSTOMER RATE LOCK. THIS ORDER BY OCC AND CFPB STARTED IN XXXX. \nWELLS FARGO NEVER ADMITS ANY GUILT. INSTEAD HAVE BEEN ALLOWED TO PAY THEIR WAY OUT OF EVERY ILLEGAL ACTIVITY. \n\nON XX/XX/XXXX WELLS FARGO ISSUED ME A CHECK IN THAT TOTALS THE AMOUNT : OF : {$1200.00} - CLAIMS THIS WAS RATE LOCK EXTENSION FEE {$750.00} - CLAIMS THIS WAS THE TOTAL AMOUNT OF INTEREST {$170.00} - THIS WAS TO BE AN INCONVENIENCE FEE. \n{$2200.00} - TOTAL AMOUNT WELLS FARGO IS ADMITTING NO GUILT AND STATING THAT MY CASE MAY NOT HAVE NEEDED TO BE INCLUDED IN THE RATE LOCK REFUNDS, SO I AM SUPPOSE TO BE GRATEFUL AND BOW TO THEIR WILL THAT THEY ARE SENDING ME THIS REFUND OUT OF THE KINDNESS OF THEIR MORTGAGING SERVICING HEARTS. \n\nWELLS FARGO THEN SENT ME A 1098-R SHOWING {$2000.00} AS THE TOTAL REFUND OF OVER PAID INTEREST. WELLS FARGO THEN SENT A CORRECTED 1098-R WITH THE CORRECT AMOUNT OF {$750.00}, WHICH WELLS FARGO STATES WAS THE CORRECT INTEREST REFUND. I HAVE A COPY OF THE NEW 1098-R AND THE BOX MARKED \" CORRECTED '' IS NOT CHECKED. \n\nWELLS FARGO WAS ASKED TO PROVIDE A DETAILED ACCOUNT OF * HOW THE RATE LOCK AMOUNT WAS CALCULATED ( DETAILED ) * HOW THE INTEREST RATE WAS CALCULATED AND THE RATE USED. \nXXXXAN ACCOUNT OF WHAT MADE WELLS FARGO THINK THAT {$170.00} WAS WHAT I WAS WORTH AS AN INCONVENIENCE PAYMENT FOR THE TIME I DID NOT HAVE THESE FEES. \n\nWELLS FARGO HAS REFUSE TO DETAIL AND PROVIDE THE INFORMATION I DEMANDED. THIS LEGAL ACTION FOR WELLS FARGO TO REFUND CUSTOMERS AS A RESULT OF THE RATE LOCK WAS ISSUED IN XXXX. \n\nON XX/XX/XXXX WELLS FARGO HAS SENT ME ANOTHER CHECK IN THE AMOUNT OF {$110.00} INDICATING THE FOLLOWING. : \" WE HAVE MADE THE DECISION TO REFUND AN ADDITIONAL AMOUNT FOR THE INCREASED COST THAT YOU MAY HAVE INCURRED RELATED TO CLOSING FEES AS A RESULT OF A RATE LOCK EXTENSION FEE BEING ASSESSED : {$62.00} FOR THE ADDITIONAL COST {$39.00} INTEREST ON THE INCREASED COST RELATED TO CLOSING FEES. \nWELLS FARGO STATES : \" WE ADDED THE AMOUNT FOR THE ADDITIONAL TIME THESE FUNDS WERE NOT AVAILABLE. \n\nWELLS FARGO MAKES UP ANY EXCUSE. WHAT IS THIS {$62.00} FOR ADDITIONAL COST SUPPOSE TO MEAN? NOTHING! ALL LIES. WELLS FARGO SHOULD NOT BE MAKING THE DECISION OF WHAT TO REFUND CUSTOMERS FOR THEIR ILLEGAL ACTIVITIES, WHICH WELLS FARGO NEVER ADMITS TO. THEREFORE, THIS ADDITIONAL CHECK, I WANT WELLS FARGO ORDERED TO PROVIDED A DETAILED EXPLANATION OF HOW THEY ARRIVED AT THIS AMOUNT. AND WITHOUT INTERVENTION FROM CFPB OR OCC. \nWELLS FARGO HAS BEEN ORDERED TO NOT CONTACT ME DIRECTLY FOR ANY REASON. I HAVE DEMANDED THAT WELLS FARGO CEASE ALL HARASSING PHONE CALLS, LETTERS WITH EXCUSE AND ERRORS OF HOW MY MORTGAGE ACCOUNT HAS BEEN MISHANDLED. I AM TO RECEIVE MONTHLY STATEMENTS AN ANNUAL 1098-TAX FORM. \nTO DATE WELLS FARGO OWES ME : 1. THE ENTIRE CLOSING COST I WAS CHARGED IN XXXX, WHEN THE LOAN WAS A 3-STEP PROCESS THAT INCLUDED \" NO CLOSING COST '' 2. A TOTAL OF ALL ESCROW SHORTAGE AMOUNT DEMANDED THAT I PAY WELLS FARGO FROM XXXX THROUGH XXXX, WHERE WELLS FARGO CLAIMED THE SECOND HALF OF PROPERTY TAXES WERE DUE IN XXXX WHEN THE SECOND HALF OF PROPERTY TAXES ARE DUE IN XXXX. WELLS FARGO CONFIRMS THIS BY DEDUCTING THE SECOND HALF OF PROPERTY TAXES FROM THE ESCROW BALANCE OF THE MONTH OF XXXX, AND ENTER A XXXX DATE. THE ESCROW BALANCE SHOWN ON XXXX MONTHLY STATEMENTS THROUGH THE END OF EACH YEAR IS CONFIRMATION THAT THE ESCROW BALANCE ARE DEDUCTED FROM THE XXXX MONTHLY STATEMENT. \nWELLS FARGO, CASE SPECIALIST HAS STATED THAT SHE AUDITED MY ENTIRE ESCROW ACCOUNT AND FOUND THAT NO PHYSICAL SHORTAGE EVER EXISTED. THIS IS IN HER NOTES. AND WELLS FARGO IS TO BE HELD ACCOUNTABLE. \nTHE CASE SPECIALIST NAME IS \" XXXX XXXX '' PRESENTLY THERE ARE 7,296 ATTORNEYS IN THE STATE OF OHIO AND 714 LAW FIRMS. WELLS FARGO HOME MORTGAGE IS GOING TO BE HELD ACCOUNTABLE FOR THE MISMANAGEMENT OF MY ACCOUNT. I WILL CONTACT EACH ONE. AND EVERY ORGANIZATION THAT MONITORS WELLS FARGO 'S ACTIONS. WELLS FARGO HAS NOT COMPLIED WITH RESPA LAWS, BUT INSULT MY INTELLIGENCE AND WRITE TO ME AS IF I AM A SECOND CLASS CITIZEN.BY SAYING THAT WELLS FARGO COMPLIES WITH ALL RESPA LAWS. ISSUING A DISBURSEMENT IN ADVANCE TO CREATE AN ESCROW SHORTAGE AND USING THESE FUND TO INCREASE REVENUE FOR WELLS FARGO IS ILLEGAL. \nI AM NOT GOING AWAY. \n\nSO, LET 'S SEE WHICH ON OF CHARLES SCHARF 'S CEO MINION HE IS GOING TO ASSIGN THIS COMPLAINT TO. CHARLES SCHARF HAS IGNORED MY DIRECT COMPLAINTS TO HIS ATTENTION. INSTEAD I RECEIVED LETTERS FROM CLERICAL PEOPLE STATING THE CHARLES SCHARF HAS AUTHORIZED THEM TO SPEAK FOR HIM. \nI CAN PROVIDE MY TOTAL CLOSING COST AND THE TOTAL AMOUNT OF ESCROW SHORTAGE FROM XXXX THROUGH XXXX, IF NECESSARY. WELLS FARGO HAS ALL OF THIS INFORMATION. AND I AWARE THAT I AM DUE THESE FUNDS. \nAS AN ASIDE : THE LOAN OFFICER THAT PROCESSED MY LOAN WAS TERMINATED. I CLOSED ON XX/XX/XXXX. SHE WAS TERMINATED BY XX/XX/XXXX. \n\nIT IS TIME FOR FULL ACCOUNTABILITY FOR WELLS FARGO HOME MORTGAGE. SO IT APPEARS THAT WELLS FARGO IS SCALING DOWN THE MORTGAGE LOAN BUSINESS ANS SELLING LOANS TO OTHER COMPANIES. I DO NOT CARE. WELLS FARGO OWES ME. I PLAN TO GET MY MONEY. OR DIE TRYING. ENOUGH IS ENOUGH. \n\nWHO IN THE XXXX HAS AN ESCROW SHORTAGE EVERY YEAR.!! AND THE ABOVE IS JUST PART OF THE WELLS FARGO RESPA VIOLATION.","date_sent_to_company":"2022-10-15T18:09:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"44143","tags":null,"has_narrative":true,"complaint_id":"6090329","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-10-15T16:36:34.000Z","state":"OH","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":["AND I AWARE THAT I AM DUE THESE <em>FUNDS</em>. \nAS AN ASIDE : THE <em>LOAN</em> OFFICER THAT PROCESSED MY <em>LOAN</em> WAS TERMINATED. I CLOSED ON XX/XX/XXXX. SHE WAS TERMINATED BY XX/XX/XXXX. \n\nIT IS TIME FOR FULL ACCOUNTABILITY FOR WELLS FARGO HOME MORTGAGE. SO IT APPEARS THAT WELLS FARGO IS SCALING DOWN THE MORTGAGE <em>LOAN</em> BUSINESS ANS SELLING <em>LOANS</em> TO OTHER COMPANIES. I DO NOT CARE. WELLS FARGO OWES ME. I PLAN TO GET MY MONEY. OR DIE TRYING. ENOUGH IS ENOUGH. \n\nWHO IN THE XXXX HAS AN ESCROW SHORTAGE EVERY YEAR.!!"]},"sort":[12.97492,"6090329"]},{"_index":"complaint-public-v1","_id":"17372857","_score":11.536411,"_source":{"product":"Mortgage","complaint_what_happened":"IMMINENT HARM * * * * * * * * * * * * NewRez LLC / Shellpoint Mortgage Servicing Attn : Compliance / RESPA Notice of Error XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX Re : Renewed RESPA Notice of Error Failure to Respond, Manufactured Delinquency, Unapplied Funds, Misstated Default, Escrow Mismanagement, Improper Fees, & Systemic Misconduct Property : XXXX XXXX XXXX, XXXX, TN XXXX To Whom It May Concern : I am submitting this complaint as a renewed and expanded RESPA Notice of Error under 12 C.F.R. 1024.35, and as a formal record of your deliberate disregard of federal law. \n\nThis notice is being submitted because you caused a prior RESPA Notice of Error to be closed as a duplicate without providing the investigation, written findings, and corrections required by Regulation X. I never received a compliant written response as required by 12 U.S.C. 2605 ( e ) and 12 C.F.R. 1024.35 ( e ). Instead, you attempted to dodge those obligations by labeling the issue duplicate while continuing the same harmful conduct. \n\nThis letter therefore : reasserts the original errors, adds new errors based on your XX/XX/XXXX letter to the XXXX XXXX XXXXXXXX XXXX XXXX ( XXXX ), places you on notice of ongoing imminent harm to me and other borrowers, and preserves my rights for regulatory enforcement and civil remedies. \n\n\n\nI. Prior RESPA Notice & Improper Duplicate Closure On and before XX/XX/XXXX, I submitted XXXXqualified error notices and related complaints, including CFPB Complaint No. XXXX and others, identifying : misapplied payments, large amounts of funds held in unapplied status, a false XX/XX/XXXX Pre-Foreclosure Notice demanding roughly {$14000.00} by XX/XX/XXXX, call recordings in which your own agents admitted that only {$750.00} was due and that approximately {$12000.00} was being held in unapplied funds, and multiple, conflicting payoff and reinstatement figures. \n\nInstead of providing a substantive written response with findings and corrections as required by 12 C.F.R. 1024.35 ( e ), you caused the RESPA notice to be treated as a duplicate. That is not a permissible way to avoid your duties under RESPA and Regulation X. \n\nYour failure to provide a proper response is itself an independent and ongoing error under 12 C.F.R. 1024.35 ( b ) ( 11 ) ( failure to provide accurate information regarding the servicing of a mortgage loan ) and 1024.35 ( e ) ( failure to investigate and respond ). \n\n\n\nXXXX. New Documentary Evidence : Your XX/XX/XXXX XXXX Letter On XX/XX/XXXX, Shellpoint Mortgage Servicing ( on NewRez letterhead ) sent a letter to me and XXXX XXXX, copied to XXXX XXXXXXXX, referencing XXXX  Complaint No. XXXX and Loan No. XXXX. That letter : confirms NewRez GNMA II / NewRez LLC as the current owner of the loan, confirms the loan transferred to Shellpoint around XX/XX/XXXX, lists a negative escrow balance and purported escrow shortage, describes a payment hierarchy where full payments are placed in unapplied until they reach a threshold, provides a transaction history of multiple payments between XX/XX/XXXX and XX/XX/XXXX that were repeatedly placed into unapplied status, combined, reversed, and re-applied, and admits that incorrect information was provided on XX/XX/XXXX while refusing any correction, compensation, or refunds, stating that you decline my request. \n\nThis letter confirms my allegations and documents, in your own words, multiple RESPA, FDCPA, UDAAP, and XXXX violations. \n\n\n\nXXXX. Enumerated Errors ( RESPA Notice of Error 12 C.F.R. 1024.35 ) Pursuant to 12 C.F.R. 1024.35 ( b ), I identify the following specific errors. This list is cumulative and incorporates all prior notices. \n\nXXXX. Failure to Properly Acknowledge and Respond to Prior Notices of Error You failed to provide a timely written acknowledgment and compliant written response to my prior Notices of Error, including those incorporated into CFPB Complaint No. XXXX and related complaints. \nLabeling them duplicates without substantive investigation or written findings does not satisfy 12 C.F.R. 1024.35 ( d ) ( e ).\n\nThis is an ongoing violation of 12 U.S.C. 2605 ( e ) and 12 C.F.R. 1024.35 ( e ) ( 1 ) ( i ) ( AD ). \n\nXXXX. Misapplication of Payments & Illegal Use of Unapplied Funds/ Suspense Your XXXX letter admits that, beginning in XX/XX/XXXX, you : placed multiple full payments ( e.g., {$1000.00}, {$2000.00}, {$3000.00}, {$4000.00} ) into unapplied status, combined unapplied funds with later payments to create full payments, reversed posted payments ( for example, the XX/XX/XXXX and XX/XX/XXXX payments ) and moved them back into unapplied, leaving the loan artificially delinquent, and applied funds first to fees rather than in the required order of principal, interest, and escrow. \n\nThese practices constitute payment application errors and failure to apply payments to principal, interest, and escrow under 12 C.F.R. 1024.35 ( b ) ( 1 ) ( i ) ( ii ) and violate 12 U.S.C. 2605 ( k ) ( 1 ) ( C ). \n\nRelevant authority includes, for example : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX. XXXX XXXX ) ( servicer liability for failure to apply payments and issuing false default notices ). \nXXXX XXXX XXXX XXXXXXXX XXXX  XXXX, XXXX XXXX XXXX. XXXX XXXX ( XXXX XXXX. XXXX ) ( unapplied funds as RESPA violation ). \nXXXX XXXX NewRez LLC, XXXX XXXX XXXX ( D.N.M. XXXX XXXX, XXXX ) ( NewRez liability for mishandling suspense accounts and misleading borrowers ). \nXXXX v. NewRez LLC, No. XXXX ( XXXX. XXXX XXXX ) ( sufficient facts pled where NewRez failed to properly credit payments under 12 C.F.R. 1024.35 ). \n\nXXXX. False Default, False Delinquency, and Threat of Foreclosure You issued an XX/XX/XXXX Pre-Foreclosure Notice demanding approximately {$14000.00} by XX/XX/XXXX to avoid foreclosure. \nOn an XX/XX/XXXX recorded call, your own agent admitted that the actual amount due was only {$750.00} and that approximately {$12000.00} was being held in unapplied funds. \nYour XXXX letter confirms that multiple payments were sitting in unapplied status rather than properly applied. \n\nIssuing a foreclosure threat and default notice under these conditions : violates 12 C.F.R. 1024.35 ( b ) ( 1 ) & ( b ) ( 2 ), constitutes false representation of the amount and status of a debt under 15 U.S.C. 1692e ( 2 ) ( A ) and 1692e ( 5 ) ( FDCPA ), and is an unfair and deceptive act or practice under 12 U.S.C. 5531 & 5536 ( Dodd-Frank UDAAP ). \n\nXXXX. Improper & Unauthorized Inspection Fees Your XXXX letter discloses at least XXXX property inspection fees ( e.g., {$25.00} on or about XX/XX/XXXX and another on XX/XX/XXXX ), as well as additional inspection costs. \n\nBecause the delinquency reflected on your system is itself manufactured by mishandled payments and unapplied funds, these inspection fees were : not expressly authorized by the agreement nor permitted by law, violating 15 U.S.C. 1692f ( 1 ) ( FDCPA ), and unfair and abusive under 12 U.S.C. 5531, because they stem from your own accounting misconduct. \n\nXXXX. Escrow Mismanagement & Shortage Calculation Errors Your letter asserts an escrow shortage and explains that escrow was adjusted to recover that shortage. However : my escrow account shows inconsistent balances and unexplained debits, taxes and insurance were fully paid and current, and you removed or reclassified funds in a way that can not be reconciled with a normal escrow analysis under 12 C.F.R. 1024.17.\n\nThis is an escrow account error under 12 C.F.R. 1024.35 ( b ) ( 3 ) and a violation of 1024.17 ( k ). \n\nXXXX. Incorrect Credit Reporting & Failure to Correct You reported derogatory information to consumer reporting agencies consistent with your manufactured delinquency. Once notified of your servicing errors and provided with call recordings and evidence, you failed to : correct the reporting, or conduct a reasonable investigation. \n\nThis is : a servicing error under 12 C.F.R. 1024.35 ( b ) ( 9 ) ( 10 ), and a violation of 15 U.S.C. 1681s-2 ( a ) & ( b ) ( FCRA ) once you received disputes via CFPB/TNDFI and directly from me. \n\nXXXX. Misrepresentations to Regulators and Investors Your written responses to CFPB and to XXXX, along with your wrong company replies in multiple CFPB complaints, are inconsistent with : your XXXX  letter confirming that NewRez XXXX Shellpoint services my VA loan, and public statements by XXXX XXXX XXXX and NewRez leadership acknowledging the relationship between XXXX, NewRez, and Shellpoint. \n\nProviding conflicting descriptions of ownership, servicing responsibility, and ledger accuracy to regulators while continuing collection activity is : a servicing error under 12 C.F.R. 1024.35 ( b ) ( 11 ), a deceptive practice under 12 U.S.C. 5531 & 5536, and relevant to potential securities issues under SEC Rule 10b-5, as it masks material servicing deficiencies from investors and regulators. \n\nXXXX. Pattern or Practice of Noncompliance & Imminent Harm to Others Your refusal to correct acknowledged errors, your written admission of incorrect information in the XX/XX/XXXX quote, and your categorical decline to adjust or refund misapplied funds demonstrate a pattern or practice of noncompliance under 12 U.S.C. 2605 ( f ) ( 1 ) ( B ).\n\nBecause you service a large VA loan portfolio, your ongoing conduct : places other VA borrowers at risk of false delinquency and wrongful foreclosure, exposes veterans and their families to unlawful fees and credit damage, and raises systemic concerns squarely within the enforcement jurisdiction of CFPB, VA, HUD, state regulators, and, for XXXX XXXX, the SEC and other market regulators. \n\n\n\nIV. Requested Investigation & Corrections ( 12 C.F.R. 1024.35 ( e ) ) Pursuant to 12 C.F.R. 1024.35 ( e ), this Notice of Error requires you to conduct a reasonable investigation and, within XXXX business days of receipt, either : correct the errors and provide written confirmation, or provide a written notice explaining, with supporting documents, why you contend no error occurred. \n\nI specifically demand the following corrective actions : XXXX. Full Ledger Reconstruction Provide a written, transaction-level reconstruction of my account from XX/XX/XXXX to present, showing for each transaction : date, amount, source ( check/ACH ), how it was applied ( principal/interest/escrow/fees ), and any period it sat in unapplied/suspense. \nXXXX. Proper Application of All Funds Apply all payments and unapplied amounts in accordance with the note, deed of trust, VA servicing requirements, and 12 C.F.R. 1024.35 ( b ) ( 1 ). \nRemove any improper late fees and inspection fees that stem from your own servicing errors. \nXXXX. Rescission of False Delinquency & Foreclosure Activity Issue a written rescission of the XX/XX/XXXX Pre-Foreclosure Notice and any other default or acceleration notices based on inaccurate ledger data. \nConfirm that no foreclosure activity, attorney referral, or trustee action is pending or will be pursued until all errors are fully corrected. \nXXXX. Escrow Re-Analysis and Correction Conduct a compliant escrow analysis under 12 C.F.R. 1024.17, using corrected payment history and disbursements, and provide the full analysis in writing. \nCorrect any negative escrow created by your misapplication of funds. \nXXXX Credit Reporting Corrections Immediately correct all negative credit reporting linked to manufactured delinquency and furnish updated data to all CRAs, consistent with FCRA and Regulation V, and provide me written confirmation of each CRA notified. \nXXXX. Written Policy & Investor Disclosure Identify in writing the current investor/owner of the loan, any XXXX pool information, and the Rithm-affiliated entity that ultimately benefits from servicing revenue. \nProduce the written policy or guidelines you relied on for : placing payments into unapplied status, reversing posted payments, and initiating property inspections and fees. \nXXXX. Systemic Safeguards & Veterans Harm Describe what steps you are taking to audit other VA loans where unapplied funds, reversed payments, or false delinquency may have occurred. \nConfirm that similar errors affecting other borrowers will be corrected and that wrongful foreclosures will be halted. \n\n\n\nXXXX Notice of Regulatory & Litigation Rights Your decision to treat my prior RESPA Notice of Error as a duplicate instead of providing a lawful response is now part of the record of willful noncompliance. This renewed Notice is intended to : demonstrate to regulators your deliberate disregard of federal law, preserve my rights under 12 U.S.C. 2605 ( f ) ( actual, statutory, and pattern or practice damages plus attorneys fees ), preserve my rights under FDCPA, FCRA, Dodd-Frank UDAAP , Tennessee law , and VA-related protections , and provide a clear documentary trail for CFPB, XXXX, VA, HUD, and any court. \n\nNothing in this letter should be construed as a waiver of any claim, remedy, or protection. I expressly reserve all rights. \n\nPlease direct your written RESPA response to the address above, with a copy by email if available.","date_sent_to_company":"2025-11-19T12:52:16.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"37066","tags":"Servicemember","has_narrative":true,"complaint_id":"17372857","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-11-19T12:27:49.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["Systemic Safeguards & Veterans Harm Describe what steps you are taking to <em>audit</em> other VA <em>loans</em> <em>where</em> unapplied <em>funds</em>, reversed payments, or false delinquency may have occurred. \nConfirm that similar errors affecting other borrowers will be corrected and that wrongful foreclosures will be halted."]},"sort":[11.536411,"17372857"]},{"_index":"complaint-public-v1","_id":"6802859","_score":11.045755,"_source":{"product":"Mortgage","complaint_what_happened":"My current mortgage company, Click n Close (FKA Mid America Mortgage) neglected to pay for my homeowners insurance policy out of my escrow account (although, the account showed the payments coming out). I found this out when I called the insurance company to make a claim after the hurricane. I have been in a 6-month long battle with them to get my home covered with the same level of coverage that I had. As of 3 weeks ago, I was told that they had secured a matching policy on my home  when I asked for a copy so that I could make the claim, they were unable to provide (because it didnt exist). 3 weeks later, they provided me with a copy of the same hazard policy that I have been telling them is not acceptable for the last 6 months. There is also a whole mess going on with a deferral vs. a forbearance. Per the attached recording, I very clearly called and requested a 3-month deferral where 3 payments are moved to the end of my mortgage. I found out in XXXX that they had placed a forbearance on my account and that 4 payments would be coming due on XXXX. Upon further discussion, I was told that, since the forbearance period had already occurred, that we could now get the deferral. At the very end of XXXX, I was notified that this deferral was rejected because there are unrepaired damages to my home from the hurricane (which have not been repaired due to their negligence in paying my insurance premium and then their ongoing delay in putting equivalent coverage on my home. At that time, they said we could do an extension while we continued to work everything out. \nClick n Close has continued to use bait and switch tactics throughout the last 6 months. I have 6 months worth of documented emails, letters, recordings that very clearly reflect their admittance of negligence and their continued abuse of power. I recently was told that a full coverage policy, matching my original policy, had been secured for my home. When I asked for a copy of the policy so that I could move forward with a claim, there was no response for weeks. At this time, Click n Closes lawyer stepped in and told me that I was only getting the hazard policy, that I have continued to reject. \nI have been working in a good faith effort with Click n Close for the last 6 months to resolve these issues, but it has become clear that they are going to continue to make this an impossible situation for me. I am currently in a home that has no coverage on any of my personal belongings, damage from the hurricane, and an increasing debt because of their deceitful practices with the deferral. They have also held on to my Flood insurance check because my account is in default, after I was told that my account was not in default and was given a disbursement agreement that clearly stated they would cash the check and send it back to me. \nI am hesitant to bring my account with them current because I do not want it to appear that I am agreeing to the forbearance (I do have the funds to bring the account current set aside and could easily do so). I do not want to submit a claim with the hazard policy because I do not want it to appear that I agree to accepting that policy either. My hands are tied, the hit to my credit with the forbearance is an attack. \n__________\nTimeline:\n\tNotified of Flood insurance lapse due to non-payment XXXX XXXX\n\tFlood insurance reinstated once Click n Close made payment\n\tConfirmed that other policies were in place and roof was covered\n\tPayment significantly increased, determined that escrow assessment was done and insurance was included twice, payment refund issued\n\tIncorrect payment again, refund issued\n\tIncorrect payment for third time (post hurricane), refund issued\n\tHurricane Ian  called to make insurance claim with home owners insurance, informed there was no payment made so insurance lapsed in XXXX\no\tEscrow account reflects homeowners insurance premium payments, payments never received by XXXX XXXX (multiple letters and notices sent to mortgage company during this time)\no\tSpent 5 weeks trying to connect with someone that would help me, no calls returned, no resolution\n\tEmail sent to XXXX XXXX, owner of mortgage company  XXXX  instructed XXXX  to take over\n\tRequest to have policy equal to (same coverage/cost) original homeowners policy  request met with Hazard policy that only covers building, higher cost, Click N Close only payee on policy (received subsequent email that they would cover any damage that would have fallen under original policy but that they could not issue it in a policy)\n\t4 months post hurricane, no equitable solution identified  suggested that Click N Close pay for damages directly and then take it up with their own liability insurance. \n\tDeferral requested and issued (3 months payments moved to end of mortgage)\n\tContinued receipt of late payment notices, told to ignore\n\tReceipt of hand delivered late payment notification - Called and was told I was on a forbearance, not a deferral, that 4 payments would come due on XXXX. \no\tRequest for call recording regarding deferral  not received to date\no\tClick n Close insists on forbearance, not deferral  will not make right\n\tI have obtained a recording of the call with Click n Close where the deferral was agreed upon\no\tTold that now that forbearance has been processed, can apply for formal deferral, will be approved\no\tLast week of XXXX, notified that deferral was not approved due to damage to home during hurricane  must repair damages before deferral can be issued\no\tUpon suggestion from Click n Close, extended forbearance so that repairs could be made and then deferral put in place\no\tFlood insurance check issued with homeowner and click n close listed as payees. Instructed to sign check, send to click n close  per disbursement schedule, they would cash check and send back for repairs to be made. \no\tCheck signed and sent to Click n Close in good faith  upon follow-up, was notified that they would be keeping the funds because account is past due (because of forbearance). \n\tUpon questioning, XXXX supplied a DIFFERENT disbursement schedule from the one received via mail and downloaded from site which states they will keep funds (contradicting original schedule). \n\tSo  Cant get out of forbearance to deferral (which was original agreement, not forbearance) until repairs are made, cant make repairs until flood check is cashed and funds sent back, wont send back funds because account is past due because of forbearance, cant move from forbearance etc, etc, etcstuck in a loop. \n\tConfirmation from XXXX XXXX on XXXX XXXX XXXX that I will have ongoing coverage equal to the coverage of the your insurance policy on your home until all necessary work has been completed\no\tWhen asked for a copy of the above policy, none was provided\no\tAfter multiple requests, a copy of the hazard policy was sent\n\tXXXX XXXX XXXX - New party assumes relationship from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX)\nXXXX XXXX provides copy of deferral conversation recording. Recording validates my claim regarding deferral and not forbearance. \no\tIn response to above finding, email was sent to XXXX  requesting a fair resolution ASAP: \n\tThe beginning of Fair Resolution (this list is not exhaustive and may continue to grow as more information is revealed): \n\tClick n Close should pay me outright for my damages from the hurricane and then leverage their own liability insurance on the back-end due to their error. No coverage was on my house at the time of the hurricane, this is due 100% to their negligence. \n\tClick n Close needs to provide me with a full coverage homeowners policy naming me, XXXX XXXX, as the payee immediately. Policy should match the policy that I had in place for the same cost. \n\tClick n Close should be responsible for helping me to secure long term homeowners insurance once the repairs to my home are complete, again matching original policy. Should a similar policy/cost not be available, Click n Close should, for a period of time, be responsible for the difference in cost. \n\tClick n Close needs to be held to the deferral agreement that was made over the phone post hurricane Ian (recording of call is available and clearly states that I requested a deferral). 6 payments should be shifted to the end of my mortgage, I will begin making regular payments again on XXXX. \n\tI refuse to work with Click n Close anymore and insist that my mortgage be moved to a more reputable company. I have a relatively low interest rate on my home, Click n Close should pay me outright for the difference in cost of my current interest rate vs. new interest rate for the lifetime of my loan. \n\tClick n Close needs to immediately release the funds that they are holding from my Flood Insurance to me and no longer needs to monitor the repairs to my home. \n\tAn audit should be done within Click n Close to determine if other homeowners are at risk of the same or similar situation due to negligence. Also, to determine where the funds showing as paid via an escrow account are ending up since it is obviously not always to the intended recipient.\n\tClick n Close should be held liable for XXXX XXXX XXXX XXXX, lost time at work. \n\tIn the event that long term medical issues or additional damages arise in the future as a result of mold/leakage/damages from hurricane, Click n Close should be held financially responsible for those damages. \no\tResponse received from XXXX XXXX contradicting prior confirmations and statements:\nFrom: XXXX XXXX  \nSent: XXXX XXXX XXXX XXXX XXXX XXXX\nTo: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   After providing you with a copy of the insurance declaration and the recording of a previous telephone call with a Click n Close agent, you responded by asking that you be named as the insured.  Please note, the insurance is a force placed policy.  Because it was acquired by Click n Close, then Click n Close is rightfully the insured.  We did contact XXXX  to explore the possibility of a policy addendum that might alleviate some of your concern of either lacking or losing coverage.  During a meeting with XXXX  to discuss your situation, however, a few things came to light:\n \n1)\tDuring an investigation of the property post-storm, the claims adjuster noted that the only damage found was for external wind damage.  Specifically, the adjuster reported wind damage to roof tiles, window shutters, screens, and an\nexterior light. The interior inspection did not find evidence of any storm related damage. There were no damages to the insured individual unit.\n2)\tThereafter, you were sent correspondence requesting a copy of your Covenants, Conditions, and Restrictions XXXXCC&Rs) for coverage review of any items the association does not cover.  \n3)\tTo date, you have not supplied the documentation necessary to move forward.\n \nWe are happy to expedite delivery of this information on your behalf so XXXX can proceed with consideration of a claim.  Please provide at your earliest opportunity.\n Further, as was previously explained (and what you observed in listening to the recorded phone call), your loan was placed in forbearance.  As such, and unless other interim amounts have been tendered, your payment would not go toward the XXXX XXXX payment.  I have asked customer service to provide you with updated figures so you have a clear understanding of what amounts are outstanding.  \n Please let me know if you have any questions upon review of the updated figures.  In the interim, I will anticipate receipt of your CC&Rs. \n Thank you.\n\tWith regard to points XXXX: the claims adjuster came out before the entirety of the issue with the insurance was revealed. At this point in time, I was made to believe that they would be covering my house with the same level of coverage provided by my original insurance company. It came to light after the fact that a sub-par hazard policy with XXXX  as the payee was actually what they were putting on the house. This is not acceptable to me and the reason that I have not proceeded further with the claim. I do not want to give the impression that I accept this policy. \n\tAlso, the adjuster never went into the roof to check for mold/other damages and it would be reasonable to believe that any damages observed immediately after the hurricane have likely gotten worse during the 6 month delay. \n\tReceived amount due on account which included 4 inspection fees. Inspection documents contain falsified information. \no\tAny information in these documents stating that the exterior or interior of my house was inspected are false, per their own notes in the document. They state that no access was granted, then state that the inspection was completed without issue. They state that they looked in my windows and saw window coverings, interior furniture, personal items, appliances, yet all pictures provided are of the guard station, there are none provided of my house. The document then goes on to confirm again in the additional comments section that access was not granted. \n\tAdditional errors: The property is under HOA, however the inspection notes otherwise. The document states that my roof is asphalt shingle, it is tile. It reflects the market value of my home as XXXX, it is XXXX. In addition, my flood insurance check was not even received by you until XXXX, so I certainly do not trust the validity that an inspection was even attempted in December. It reflects no exterior work needed and per your very own email, the adjuster reported wind damage to roof tiles, window shutters, screens, and an exterior light...\n\tI did receive calls from customer service to schedule inspections, to which I replied that they should halt any inspection activity due to the unresolved issues with my case and the fact that it was not clear to me how things would be proceeding (no inspections were ever scheduled). \n\nCurrent Status: \nBACK TO THE START, no advancement in over 6 months. Now dealing with Lawyer who is back tracking on any progress made.\n\tStill no resolution to homeowners insurance policy. Need roof replacement and other damages repaired  unable to do so. \n\tI should not be held to the limits and stipulations associated with a hazard policy given Click n Closes negligence. \n\tHouse is currently only covered by hazard policy which is not equitable to policy held  should another disaster occur before repairs can be made and a different policy put into place, I am left with less than acceptable insurance. \n\tWill likely be unable to secure a full coverage insurance policy in the future due to negligence of Click N Close. Suggested that it is their responsibility to find me equitable insurance and put that in place (cost/coverage match  Click N close not listed as Payee due to dishonesty, negligence, overall lack of reputability). \n\tCurrently living in a house with mold growing in cupboards and potentially walls/furniture  unable to repair, detrimental to health. \n\tI refuse to remain with this mortgage company once these issues are settled, however, if I switch to a new bank, I will lose the current interest rate that I have. \n\tClick n Close has noted the forbearance on me credit report inflicting further damage.\nI have consulted with a lawyer and have been told that it would not benefit me to engage with a lawyer because I have real damages that will need to be paid for. It will put me at a disadvantage to have to pay for a lawyer out of any settlement  this would leave me with less funds than required for repairs (if I were suing an insurance company, the situation would be different, and the insurance company would have to pay for legal fees). \n\nEmail sent to XXXX XXXX (XXXX)\nHello XXXX, \nMy name is XXXX XXXX and I currently hold a mortgage with Click n Close (account: XXXX). I was impacted by hurricane Ian 3 weeks ago and sustained damage to both the inside and outside of my home (flooding, wind damage, etc..). My house is within XXXX XXXX of the XXXX XXXX XXXX and XXXX XXXX XXXX, my area was a direct hit. Following the hurricane, I called my insurance company to file a claim and was informed that they do not have a policy for me, that they had never received payment from my mortgage company/escrow, so they let my policy lapse back in XXXX. Understandably, I was shocked and immediately overcome with panic. I have seen what appears to be the payments coming out of my escrow account the whole time. My insurance agent forwarded me emails from them, requesting payment, with copies of the policy documents. After spending hours on the phone per day for the remainder of that week, going in a customer service circle, I finally was able to get someone on the phone that sounded like they would be able to help me. Since that time, I have not received one single call back regarding this. I have called and called, spent more hours on the phone being transferred from this person to that person and then back to the first person, I have requested call backs, I have requested to be escalated, I have begged for someone to just please help me  and here I am, three weeks later with mold growing in my walls, unable to submit a claim to FEMA because I have to be able to identify my insurance company on the claim, very late to the game with hiring contractors (which means I will need to sit with this for weeks/months before I will be able to get someone here to do the work), mentally and physically exhausted from the clean-up, traumatized by what Ive seen from the hurricane, waking up with panic attacks in my sleep, and absolutely no further along than I was 3 weeks ago.\nI want to call out, I had a similar issue with my flood insurance back in XXXX (Click N Close didnt pay the premium and it had lapsed), luckily, we caught that, and we were able to have a check sent immediately and they were able to back-date the policy so I had no lapse in coverage. At that time, I asked if everything was all set with my homeowners policy and was told that it was. \nI was told that a forced policy would be put on my house, but that it would be the minimum coverage  this is unacceptable to me. Attached is the policy that I should have had on my home, I demand that the coverage I receive matches this. In addition, the insurance pay out checks need to go directly to me  in no way, based on my recent experience, do I believe Click N Close (with whomever their insurance company and whomever the escrow company is) is competent or responsive enough to make payments to my vendors in a reasonable manner (timely, correctly, etc..). This is my home and my life  I know that sounds histrionic, but my Mother was diagnosed with a XXXX XXXX XXXX not long ago which originated from XXXX XXXX, she has since had a XXXX XXXX XXXX  I take this very seriously. \nI also want to add that in XXXX I noticed that my mortgage payment (automate draft) had increased significantly. I called to speak with someone about that and was told that it was because they reassessed my escrow and my insurance premiums had changed. I asked to see the documentation, and upon reviewing, saw that my insurance was being counted twice! So, not only was it not being paid, but I was also being billed for it twice. At that time, they said that they would send a check to reimburse the difference and that it would be corrected going forward. Surprisingly, the payments were still incorrect for my next few drafts. In addition to all of that, my drafts were put on a deferral/forbearance due to the hurricane for 3 months. Surprisingly, a payment was still drafted out of my account last week, the automatic draft never got updated when the deferral was activated. As it stands today, I have spent (again) hours on the phone to get this resolved and have been reimbursed for all but the very first one, I am still owed for that incorrect draft. \nI know I am going ALL THE WAY up the chain by reaching out to you directly, I feel like I have no other choice, no one is helping me, no one will escalate my case, I have no visibility into what is going on  I need someone to fix this now. Secondary to all of this, you should know that the customer experience has been awful. I work for XXXX, in the customer experience world  managing change to ultimately ensure that our customers have the best experience possible, I know that this feedback would be impactful to our leadership team, I hope it is to you as well.\nI thank you in advance for your time and consideration  \nXXXX XXXX\nSecond Email sent to XXXX XXXX XXXX:\nXXXX XXXX, \nYou may remember that we communicated back in XXXX after my home was impacted by Hurricane Ian; as a reminder, upon calling my insurance company, I was notified that my policy had lapsed some months ago due to Click n Closes negligence in their fiduciary duty to pay my homeowners insurance premium out of my escrow account. I want to make you aware that, at nearly 5 months after the hurricane, there has been no equitable resolution to this issue  as a matter of fact, the issues continue to pile up. I am being met with dishonesty and proposals for resolution that are not acceptable. I have been more than willing to work with Click n Close to come to an agreeable path forward, but that does not seem to be happening as I am being met with one bait and switch issue after another and with proposed resolutions that benefit Click n Close while leaving me at a significant disadvantage. I should not have to be held to a hazard policy (with Click n Close listed as the only payee) with its stipulations, and limits. The fact is that there was no policy on my house at the time of the hurricane due to Click n Closes negligence. Due to a lack of reasonable action, I insist that Click n Close is liable for the repairs due to the negligence in paying my policy premium, should pay me out in full based on estimates, and then leverage your own insurance to recoup on your loss. I would also suggest that Click n Close is responsible for finding me a full insurance policy that matches the policy that I held and at the same rate (or less). Finding insurance in Florida after the storm will be nearly impossible and it is absolutely Click n Closes negligence that has put me in this position. I will not be able to find equitably insurance, especially not if I am put on a hazard policy to make a claim. I am very concerned that, at this time, there is only hazard insurance covering my house  again, this puts me at a significant level of risk should any other issues arise, which may require insurance intervention. I have also been unable to begin repairs to my home since the hurricane due to this ridiculous situation that I have been put in. I am left living in a home with mold growing in my cupboards, floors, and walls and have been sick for months. \nI am disgusted with how this issue is being handled. I have continued to act in good faith and have been met with dishonesty, incompetence, and a blanket disregard for your fiduciary duty as the holders of my mortgage/managers of my escrow. I have absolutely zero trust that your company will do the right thing at this point due to my dealings to date. I would like to schedule a call with you so that we can discuss an acceptable path forward. If we are unable to come to a path forward, I will proceed with additional action, that is not the route that I want to go, but it is becoming clear to me that I am being left with little choice. \nThank you for your time, consideration, and prompt response. \nXXXX XXXX XXXX sent to FL Insurance Commissioner: \nI have been left in a unique situation after Hurricane Ian that I have been trying to resolve for months now but cannot seem to come to an agreement on. I am a homeowner in FL, my mortgage company Click N Close (formerly XXXX XXXX) is supposed to pay my insurance premium from my escrow account. Upon being hit by Hurricane Ian, I called my insurance company and was told that I do not have an active policy, that it had lapsed due to non-payment. The payments appeared to have been coming out of my escrow account and were just never reaching the insurance company. The insurance company sent them multiple requests for payment, only to receive no response. Important to note, this same issue occurred with my Flood insurance earlier in the year, I caught that at the time and was able to resolve the issue right away; at that time I also asked for confirmation that there were no issues with my other policies. Unfortunately, in the case of the homeowners insurance, it had been too long since the lapse in coverage and the insurance company was not willing to reinstate the policy. \nThe mortgage company has admitted fault in this matter (after I had to reach out directly to the owner of the mortgage company, I had been stuck in a customer service loop for over a month). The owner put me in touch with someone in the escrow department. Their resolution offer is to back date a hazard policy on my house and to use that to cover any damages. Of course, this policy does not cover what my original policy covered and lists them as the only payee of the policy. The did provide an email to the effect that any additional damages, hurricane related, they would pay for outside of the policy. Ultimately, I am not OK with this resolution. As it stands, I currently have less than acceptable coverage of my property (hazard only) because I cannot get a new policy with the outstanding hurricane damage being in a state of disrepair. I do not want to make a hazard policy claim as that will negatively impact me and I believe cause me to not be able to find affordable coverage in the future. I also believe that it will be nearly impossible for me to get the same level of coverage that I had at the same cost due to this lapse in coverage and potentially having to make a hazard claim. \nI have spoken with a lawyer and understand that suing my mortgage company would not be the best path to go as I have real damages that need to be paid for, even if I were to win, I would end up at a deficit because I would have to pay the lawyer myself. \nI really do not know what to do  there is MUCH more to this story (multiple other mistakes made by the mortgage company) and I have documentation of everything. I know you arent the mortgage commissioner, but I need help to secure adequate coverage on my property immediately and I believe it should be at the cost of my mortgage company (I also think they should have to pay for my repairs out of pocket and then take it up with their own liability insurance to recoup their costs).\nAny direction would be much appreciated  Im desperate to begin making the needed repairs on my home before we start the rainy/hurricane seasons again. \n\n3rd Email sent to XXXX XXXX XXXX XXXX, \nYou should be aware of the practices that your team are leveraging as it relates to your clients. I have been met with contradictions and dishonesty at every single turn. This is disgusting, especially given the complete mess that Click n Close has caused me due to negligence in fiduciary duties. We are currently nearing 6 months post Hurricane Ian and still have no resolution to the below:\nI am requesting your assistance to resolve the below issues immediately (NOTE: all email interactions are included in the body of this email should you wish to review in context):\n\tHomeowners Insurance Policy (I currently do not have a policy on my home due to Click n Closes negligence, should there be a catastrophe, I lose everything that I own):\no\tPer XXXX  on XXXX XXXX: I personally contacted the insurer and received confirmation that you will have ongoing coverage equal to the coverage of your insurance policy on your home until all necessary work has been completed.  Please note, you will need to procure another insurance policy for your home immediately following completion. \n\tUpon receipt of the above, I requested a copy of the declarations page that reflects me listed as the payee on it (as I was with my original insurance coverage that you are matching). I have yet to receive a copy of the insurance policy, I do not understand the delay if the policy is real and in place. \n\tDisbursement of flood insurance:\no\tI was mailed a disbursement letter that had very different language from what I am being held to regarding the release of my funds (attached you will find the disbursement schedule that was originally sent to me vs. the schedule that XXXX sent to me after keeping my funds). Per XXXX, my account is in default due to the forbearance; also, per XXXX (see screenshot below), my account is not in default because I have a forbearance in place. The letter that was sent to me was sent while the forbearance was already in place, so there is no excuse as to why the letter that I received would not be the disbursement schedule that I am being held to (Per the Disbursement Schedule and Procedure that was sent to me, upon receipt of the required documents, Click n Close will deposit the claim check and send me a check for XXXX XXXX of the total claim funds, or the claim funds minus my unpaid principal balance  whichever is greater). Given that the check was for less than XXXX, I insist the entire amount to be cashed and sent back payable to me ASAP based on the language in your Disbursement Schedule and Procedure. \n\tDeferral vs. Forbearance:\no\tI insist upon reviewing the recording of the call where the deferral (forbearance) was agreed upon. I hold fast that a deferral is what was agreed upon, and if this is the case, Click n Close should stand by that. If I did agree to a forbearance, then we will move forward from there. \n\tTo date, I have received zero response to my multiple requests to review the call. Review of this call will definitively settle this matter. \n\tAccount Status:\no\tThe forbearance (again, in dispute) period on my loan ends on XXXX XXXX  I need to know how to proceed based on XXXX cryptic email below. \n\tMy initial request (in response to XXXX  note that they were keeping my flood funds due to my account being in default, which, to be clear, I am disputing per the above): I would like confirmation that if I bring my house payments current and out of the forbearance (that should have been a deferral), that the remainder of the funds for my flood insurance will be released to me. I certainly do not want to assume, given the bait and switch with the disbursement schedule letters.","date_sent_to_company":"2023-04-07T01:14:39.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"33908","tags":null,"has_narrative":true,"complaint_id":"6802859","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Click n' Close, Inc.","date_received":"2023-04-07T00:36:10.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Disbursement</em> of flood insurance:\no\tI was mailed a <em>disbursement</em> letter that had very different language from what I am being held to regarding the release of my <em>funds</em> (attached you will find the <em>disbursement</em> schedule that was originally sent to me vs. the schedule that XXXX sent to me after keeping my <em>funds</em>). Per XXXX, my account is in default due to the forbearance; also, per XXXX (see screenshot below), my account is not in default because I have a forbearance in place."]},"sort":[11.045755,"6802859"]},{"_index":"complaint-public-v1","_id":"3285502","_score":9.993872,"_source":{"product":"Mortgage","complaint_what_happened":"Please see signed, executed, and notarized Qualified Written Request as an attachment. Due to the limit of characters on this CFPB portal I was not able to place all the questions of the QWR, as a result I have attached it for your review and response. Some of the questions from the original physical copy are typed out below but not in it's entirety. Please answer all questions from the attachment, as the attachment is complete, signed, executed and notarized. I will mail out all physical copies to all 4 parties certified return receipt via USPS. \n\n\n\nRESPA QUALIFIED WRITTEN REQUEST, COMPLAINT, DISPUTE OF DEBT &  VALIDATION OF DEBT LETTER, TILA REQUEST This letter is a qualified written request in compliance with and under the Real Estate Settlement Procedures Act, 12 U.S.C. Section 2605 ( e ) and Regulation X 24 C.F.R. 3500, and The Gramm Leach Bliley Act. \n\nRE : Alleged Account # : XXXX XXXX XXXX XXXX, XXXX XXXX, NY XXXX Property address Dear Madam or Sir : Please be advised of your legal obligation to answer this Qualified Written Request and to obtain all records and documents pertaining to the above-mentioned Loan No. This request is made pursuant to the Real Estate Settlement and Procedures Act ( RESPA ). We have reason to believe that certain disclosures and documentation have been withheld in violation of the Truth in Lending Act ( TILA ) and that various Real Settlement Procedures Act ( RESPA ) loan servicing errors may have occurred. \n\n\n\n\n\nTo ensure that any legal claims are brought against the appropriate parties we are requesting evidence to support or exclude Fay Servicing and to satisfactorily provide us a good clear and clean hands understanding and clarification from you, of various sale, transfer, funding source, legal and beneficial ownership, charges, credits, debits, transactions, reversals, actions, payments, analyses and records related to the servicing of this account from its origination to the present date. Your due diligence and lawful compliance in the production of documentation to refute the fact that Fay Servicing has been erroneously holding an alleged right, title, or interest in the alleged account or alleged property/note is vital. \nTo date, the documents and information we have received from Fay Servicing and our escrow files including subsequent records do not answer many questions. Any refusal to answer our request will be considered a predatory servicing or lending and servicing schemes. As consumers, we are extremely disturbed by the complete disregard for the law pertaining to this mortgage transaction by Fay Servicing and/or anyone who may have any interest in this matter. \n\nI am disputing the validity of the current debt you claim that I owe. To independently validate this debt, I need to conduct a complete exam, audit, review and accounting of my mortgage loan from its inception until the present date. Upon receipt of this letter, please refrain from reporting any negative credit information to any credit reporting agencies until you respond to my requests. \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 penny. 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\nI want to ensure that I or [ we ] have not been the victim of such predatory practices. To insure this, I have authorized a thorough review, examination, accounting and audit of my mortgage loan # : XXXX by predatory lending experts. This exam and audit will review my mortgage loan file from the date of my initial contact, application and the origination of my loan to the present date written above. \n\nNeedless to say, we are most concerned that fraudulent and deceptive practice by unscrupulous mortgage brokers ; sales and transfers of mortgage servicing rights ; deceptive and fraudulent servicing practices to enhance balance sheets ; deceptive, abusive and fraudulent accounting tricks and practices may have also negatively affected any credit rating, mortgage account and /or the debt or payments that we are currently, or may be legally obligated to. This behavior concerns me since such abuses are targeting the uninformed consumer and disadvantaged, poor, elderly and minorities. I am vehemently concerned as an alleged borrower. As a result, and many other reasons, this leads me to believe that I may be a victim of predatory lending. I am disputing the validity of the current debt you claim I owe. By debt I am referring to : a. The principal balance claimed owed ; b. My calculated monthly payment ; c. Calculated escrow payment ; d. Any fees claimed to be owed by you or any trust or entity you may represent I have reason to believe that the loan terms were misrepresented to me at the time of application and further obscured and/or modified prior to signing. I believe that my income may have been inflated on the application. I also have reason to believe that certain statements were not provided for my approval prior to closing, and that signatures may have been forged on various documents. It is also my belief that certain documents may have not been presented at all.  Additionally, I believe that a notary was not physically present to witness my signatures on several pertinent documents and that I was ill advised at the time of closing. To independently validate my debt, I need to conduct a complete exam, audit, review and accounting of my mortgage loan from its inception through the present date. \n\nI have been given the runaround by Fay Servicings employees on countless occasions. I have talked to several agents whom have provided me with different responses to the same questions I have inquired on how to receive my response to the QWR, but to no avail. I have been intentionally re-routed to the wrong department or individuals, dozens of times to hamper my ability to seek the answers I was looking for. This letter should serve, once and for all, to get the proper answers from Fay Servicing. \n\nWe hereby demand absolute first hand evidence from you of the original un-certificated or certificated security regarding account number : XXXX. In the event you do not supply us with the very security it will be a positive confirmation on your part that you never really created and owned one. We also hereby demand that a chain of transfer from you to wherever the security is now be promptly sent to us as well. Absent the actual evidence of the security we have no choice but to dispute the validity of your lawful ownership, funding, entitlement right, and the current debt you allege we owe. By debt we are referring to the principal balance you claim we owe ; the calculated monthly payment, calculated escrow payment and any fees claimed to be owed by you or any trust or entity you ma\n\ny service or sub-service for. As such, please treat this letter as a Qualified Written Request under the Real Estate Settlement Procedures Act, codified as Section 2605 ( e ) of Title 12 of the United States Code. As you know, RESPA provides substantial penaltie\ns and fines for non-compliance or answers to my questions provided in this letter within sixty [ 60 ] days!\n\nIn order to conduct this examination and audit, I need to have full and immediate disclosure including copies of all pertinent information regarding my loan. The documents requested and answers to questions are needed by my counsel and the predatory lending experts retained to ensure that my loan : Was originated in lawful compliance with all federal and state laws, regulations including, but not limited to RESPA, HOEPA and other laws ; That any sale or transfer of my loan was conducted in accordance with proper laws and was a true sale of my note ; That the claimed holder in due course of my promissory note and deed of trust is holding such note in compliance with State and Federal laws and is entitled to the benefits of my payments ; That all appropriate disclosures of terms, costs, commissions, rebates, kickbacks, fees etc. Were properly disclosed to me at the inception of my loan ; That each servicer and sub-servicer of my mortgage has serviced my mortgage in accordance with the terms of my mortgage, promissory note and/or deed of trust ; That each servicer and sub-servicer of my mortgage has serviced my mortgage in compliance with local, state and federal statutes, laws and regulations ; That my loan has properly been credited, debited, adjusted, amortized and charged correctly ; That interest and principal have been properly calculated and applied to my loan ; That my principal balance has been properly calculated and accounted for ; That no charges, fees or expenses, not obligated by me in any agreement, have been charged or assessed to or collected on my account ; In order to validate my debt and audit my account, I need copies of pertinent documents to be provided and answers in writing to various servicing questions to be sent to me. \n\nFor each record kept on computer or in any other electronic file or format, please provide a paper copy of all information in each field or record in each computer system, program or database used by you that contains any information on my account. \n\nAs such, please send to me, at the address above, copies of the documents requested below as soon as possible. Please provide me copies of : 1. All data, information, notations, text, figures and information contained in your mortgage servicing and accounting computer systems including, but not limited to XXXX XXXX XXXX, any system by XXXX or any other similar mortgage servicing software used by you, any servicers, or sub-servicer of my mortgage account from the inception of my loan to the date written above. \n\n2. All descriptions and legends of all Codes used in your mortgage servicing and accounting system so that the examiners, auditors and experts retained to audit and review my mortgage account may properly conduct their work.\n\n3. All purchase and sale of mortgage agreements, sale or transfer of servicing rights or other similar agreement related to any assignment, purchase or sale of my mortgage loan or servicing rights by you, any broker, affiliate company, parent company, servicers, bank, government sponsored enterprise, sub-servicers, mortgage broker, mortgage banker or any holder of any right related to my mortgage, promissory note and deed of trust from the inception of my loan to the present date. \n\n4. A copy of the Prospectus offered to investors in the trust.\n\n5. All prospectus related to the sale or transfer of my note, deed of trust, mortgage and servicing rights or other similar agreement related to any assignment, purchase or sale of my mortgage loan or servicing rights by you, any broker, affiliate company, parent company, servicers, bank, government sponsored enterprise, sub-servicers, mortgage broker, mortgage banker or any holder of any right related to my mortgage, promissory note and deed of trust from the inception of my loan to the present date. \n\n6. All assignments, transfers, alonges, or other document evidencing a transfer, sale or assignment of my mortgage, deed of trust, promissory note or other document that secures payment by me to my obligation in this account from the inception of my loan to the present date.\n\n7. All deeds in lieu, modifications to my mortgage, promissory note or deed of trust from the inception of my loan to the present date.\n\n8. A complete and itemized statement of the escrow account of the loan, if any, from the date of the loan to the date of this letter, including, but not limited to, any receipts or disbursements with respect to real estate property taxes, fire or hazard insurance, flood insurance, mortgage insurance, credit insurance, or any other insurance product.\n\n9. A complete and itemized statement from the date of the loan to the date of this letter of any property inspection fees, property preservation fees, broker opinion fees, appraisal fees, bankruptcy monitoring fees, or other similar fees or expenses related in any way to this loan. \n\n10. The front and back of each and every canceled check, money order, draft, debit or credit notice issued to any servicer of my account for payment of any monthly payment, other payment, escrow charge, fee or expense on my account.\n\n11. A complete and itemized statement of any and all post-petition arrears including each month in which the default occurred, and the amount of each monthly default.\n\n12. A complete and itemized statement of any funds deposited in any post-petition suspension account ( s ) or corporate advance account ( s ), including, but not limited to, the balance in any such account or accounts and the nature, source and date of any and all funds deposited in such account or accounts. \n\n13. A complete and itemized statement from the date of this loan to the date of this letter of the amount, payment date, purpose and recipient of all foreclosure expenses, NSF check charges, legal fees, attorney fees, professional fees and other expenses and costs that have been charged against or assessed to this mortgage.\n\n14. All escrow analyses conducted on my account from the inception of my loan until the date of this letter ; 15. The front and back of each and every canceled check, draft or debit notice issued for payment of closing costs, fees and expenses listed on my disclosure statement including, but not limited to, appraisal fees, inspection fees, title searches, title insurance fees, credit life insurance premiums, hazard insurance premiums, commissions, attorney fees, points, etc. \n\n16. Front and back copies of all payment receipts, checks, money orders, drafts, automatic debits and written evidence of payments made by me or by others on my account.\n\n17. The amount, if applicable, of any satisfaction fees.\n\n18. A complete and itemized statement of the amount, payment date, purpose and recipient of all fees for the preparation and filing of the original proof of claim, any amended proofs of claim, or any supplemental proofs of claim related to this mortgage.\n\n19. All letters, statements and documents sent to me by your company ; 20. All letters, statements and documents sent to me by agents, attorneys or representatives of your company ; 21. All letters, statements and documents sent to me by previous servicers, sub-servicers or others in your loan file or in your control or possession or in the control or possession of any affiliate, parent company, agent, sub-servicer, servicer, attorney or other representative of your company. \n\n22. All letters, statements and documents contained in my loan file or imaged by you, any servicer or sub-servicers of my mortgage from the inception of my loan to present date.\n\n23. All electronic transfers, assignments, sales of my note, mortgage, deed of trust or other security instrument.\n\n24. All copies of property inspection reports, appraisals, BPOs and reports done on my property.\n\n25. All invoices for each charge such as inspection fees, BPOs, appraisal fees, attorney fees, insurance, taxes, assessments or any expense which has been charged to my mortgage account from the inception of my loan to the present date.\n\n26. All checks used to pay invoices for each charged such as inspection fees, BPOs, appraisal fees, attorney fees, insurance, taxes, assessments or any expense which has been charged to my mortgage account from the inception of my loan to the present date.\n\n27. Have you purchased and charged to the account any Vendors Single Interest Insurance?\n\n28. All agreements, contracts and understandings with vendors that have been paid for any charge on my account from the inception of my loan to the present date.\n\n29. A complete and itemized statement from the date of the loan to the date of this letter of any forced-placed insurance and expenses related thereto, related in any way to this loan.\n\n30. All loan servicing records, payment payoffs, payoff calculations, ARM audits, interest rate adjustments, payment records, transaction histories, loan histories, accounting records, ledgers, and documents that relate to the accounting of my loan from the inception of my loan until present date?\n\n31. All loan servicing transaction records, ledgers, registers and similar items detailing how my loan has been serviced from the from the inception of my loan until present date?\n\nFurther, in order to conduct the audit and review of my account, and to determine all proper amounts due, I need the following answers to questions concerning the servicing and accounting of my mortgage account from its inception to the present date. Accordingly, can you please provide me, in writing, the answers to the questions listed below.\n\nLOAN ACCOUNTING & SERVICING SYSTEMS 1 ) Please identify for me each loan accounting and servicing system used by you and any sub-servicer or previous servicer from the inception of my loan to the present date?\n\n2 ) The name, address and phone number of any master servicers, servicers, sub-servicers, contingency servicers, back-up servicers or special servicers for the underlying mortgage debt.\n\n3 ) For each loan accounting and servicing system identified by you and any sub-servicer or previous servicer from the inception of my loan to the present date, please provide the name and address of the company or party that designed and sold the system?\n\n4 ) For each loan accounting and servicing system used by you and any sub-servicer or previous servicer from the inception of my loan to the present date, please provide the complete transaction code list for each system.\n\nDEBITS & CREDITS 1 ) In a spreadsheet form or in letter form in a columnar format, please detail for me each and every credit on my account and the date such credit was posted to my account as well as the date any credit was received.\n\n2 ) In a spreadsheet form or in letter form in a columnar format, please detail for me each and every debit on my account and the date such credit was posted to my account as well as the date any debit was received.\n\n3 ) For each debit or credit listed, please provide me with the definition for each corresponding transaction code you utilize?\n\n4 ) For each transaction code, please provide us with the master transaction code list used by you or previous servicers.\n\nMORTGAGE & ASSIGNMENTS 1 ) Has each sale, transfer or assignment of my mortgage or promissory note or any other instrument I executed to secure my debt been recorded in the county property records in the county and state in which my property is located from the inception of my loan to the present date? Yes or No?\n\n2 ) If no, why?\n\n3 ) Have any sales, transfers or assignments of my mortgage or promissory note or any other instrument I executed to secure my debt been recorded in any electronic fashion such as MERS or other internal or external system from the inception of my loan to the present date? Yes or No?\n\n4 ) If yes, state the full name and address of the Electronic Agent and the full name and address of the Mortgage Electronic Registration System. Attach a copy of the mortgage electronic registration system procedures manual. Please detail for me the names of each seller, purchaser, assignor, assignee or any holder in due course to any right or obligation of any note, mortgage, deed or security instrument I executed securing the obligation on my account that was not recorded in the county records where my property is located.\n\n5 ) Is this a MERS Designated Mortgage Loan? If the answer is yes, then identify the electronic agent and the type of mortgage electronic system used by the agent.\n\n6 ) Is this mortgage part of a Mortgage Warehouse Loan? If so, then state the full name and address of the Lender and attach a copy of the Warehouse Loan Agreement.\n\n7 ) Upon any default or notice of default, state whether or not the Mortgage Warehouse Lender has the right to override any servicers or sub-servicers and provide instructions directly to the Electronic Agent? If the answer is yes, then specifically identify the legal basis for such authority.\n\nATTORNEY FEES 1 ) For purposes of my questions below dealing with attorney fees, please consider the terms attorney fees and legal fees to be one in the same.\n\n2 ) A summary of all fixed or standard legal fees approved for any form of legal services rendered in connection with this account.\n\n3 ) Have attorney fees ever been assessed to my account from the inception of my loan to the present date?\n\n4 ) If yes, please detail each separate assessment of attorney fees to my account from the inception of my loan to the present date and the date of such assessment to my account?\n\n5 ) Have attorney fees ever been charged to my account from the inception of my loan to the present date?\n\n6 ) If yes, please detail each separate charge of attorney fees to my account from the inception of my loan to the present date and the date of such charge to my account?\n\n7 ) Have attorney fees ever been collected from my account from the inception of my loan to the present date?\n\n8 ) If yes, please detail each separate collection of attorney fees from my account from the inception of my loan to the present date and the date of such collection from my account?\n\n9 ) Please provide for me the name and address of each attorney or law firm that has been paid any fees or expenses related to my account from the inception of my loan to the present date?\n\n10 ) Please identify for me in writing the provision, paragraph, section or sentence of any note, mortgage, deed of trust or any agreement I signed authorized the assessment or collection of attorney fees?\n\n11 ) Please detail and list for me in writing each separate attorney fee assessed to my account and for which corresponding payment period or month such late fee was assessed from the inception of my loan to present date.\n\n12 ) Please detail and list for me in writing each separate attorney fee collected from my account and for which corresponding payment period or month such late fee was collected from the inception of my loan to present date.\n\n13 ) Please detail and list for me in writing any adjustments in attorney fees assessed and on what date such adjustment was made and the reasons for such adjustment.\n\n14 ) Please detail and list for me in writing any adjustments in attorney fees collected and on what date such adjustment were made and the reasons for such adjustment.\n\n15 ) Has interest been charged on any attorney fee assessed or charged to my account? Yes or No?\n\n16 ) Is interest allowed to be assessed or charged on attorney fees charged or assessed to my account? Yes or No?\n\n17 ) How much in total attorney fees have been assessed to my account from the inception of my loan until present date? $ ____________ 18 ) How much in total attorney fees have been collected on my account from the inception of my loan until present date? $ __________ SUSPENSE/UNAPPLIED ACCOUNTS 1 ) For purposes of this section, please treat the term suspense account and unapplied account as one in the same.\n\n2 ) Has there been any suspense or unapplied account transactions on my account from the inception of my loan until present date?\n\n3 ) If yes, why? If no, please skip the questions in this section dealing with suspense and unapplied accounts.\n\n4 ) In a spreadsheet or in letterform in a columnar format, please detail for me each and every transaction, both debits and credits that has occurred on my account from the inception of my loan until present date?\n\nLATE FEES 1 ) For purposes of my questions below dealing with late fees, please consider the terms late fees and late charges to be one in the same.\n\n2 ) A complete and itemized statement of any late charges to this loan from the date of this loan to the date of this letter.\n\n3 ) Have you reported the collection of late fees on my account as interest in any statement to me or to the IRS? Yes or No?\n\n4 ) Has any previous servicer or sub-servicer of my mortgage reported the collection of late fees on my account as interest in any statement to me or to the IRS? Yes or No?\n\n5 ) Do you consider the payment of late fees as liquidated damages to you for not receiving my payment on time? Yes or No?\n\n6 ) Are late fees considered interest? Yes or No?\n\n7 ) Please detail for me in writing what expenses and damages you incurred for any payment I made that was late.\n\n8 ) Were any of these expenses or damages charged or assessed to my account in any other way? Yes or No? \n\n9 ) If yes, please describe what expenses or charges were charged or assessed to my account?\n\n10 ) Please describe for me in writing what expenses you or others undertook due to any payment I made which was late?\n\n11 ) Please describe for me in writing what damages you or others undertook due to any payment I made which was late?\n\n12 ) Please identify for me in writing the provision, paragraph, section or sentence of any note, mortgage, deed of trust or any agreement I signed authorized the assessment or collection of late fees?\n\n13 ) Please detail and list for me in writing each separate late fee assessed to my account and for which corresponding payment period or month such late fee was assessed from the inception of my loan to present date.\n\n14 ) Please detail and list for me in writing each separate late fee collected from my account and for which corresponding payment period or month such late fee was collected from the inception of my loan to present date.\n\n15 ) Please detail and list for me in writing any adjustments in late fees assessed and on what date such adjustment was made and the reasons for such adjustment.\n\n16 ) Please detail and list for me in writing any adjustments in late fees collected and on what date such adjustment was made and the reasons for such adjustment.\n\n17 ) Has interest been charged on any late fee assessed or charged to my account? Yes or No?\n\n18 ) Is interest allowed to be assessed or charged on late fees charged or assessed to my account? Yes or No?\n\n19 ) Have any late charges been assessed to my account? Yes or No?\n\n20 ) If yes, how much in total late charges have been assessed to my account from the inception of my loan until present date? $ ____________ 21 ) Please provide me with the exact months or payment dates you or other previous servicers of my account claim I have been late with a payment from the inception of my loan to the present date.\n\n22 ) Have late charges been collected on my account from the inception of my loan until present date? Yes or No?\n\n23 ) If yes, how much in total late charges have been collected on my account from the inception of my loan until present date? $ __________ PROPERTY INSPECTIONS 1 ) Please attach copies of all property inspection reports and appraisals, including comparable properties which where used to arrive at value for the above loan.\n\n2 ) For purposes of this section property inspection and inspection fee refer to any inspection of my property by any source and any related fee or expense charged for such inspection.\n\n3 ) Have any property inspections been conducted on my property from the inception of my loan until the present date?\n\n4 ) If your answer is no, you can skip the rest of these questions in this section concerning property inspections?\n\n5 ) If yes, please tell me the date of each property inspection conducted on my property that is the secured interest for my mortgage, deed or note?\n\n6 ) Please tell me the price charged for each property inspection?\n\n7 ) Please tell me the date of each property inspection?\n\n8 ) Please tell me the name and address of each company and person who conducted each property inspection on my property?\n\n9 ) Please tell me why property inspections were conducted on my property?\n\n10 ) Please tell me how property inspections are beneficial to me.\n\n11 ) Please tell me how property inspections are protective of my property.\n\n12 ) Please explain to me your policy on property inspections.\n\n13 ) Do you consider the payment of inspection fees as a cost of collection? Yes or No?\n\n14 ) If yes, why?\n\n15 ) Do you use property inspections to collect debts? Yes or No?\n\n16 ) Have you used any portion of the property inspection process on my property to collect a debt or inform me of a debt, payment or obligation I owe?\n\n17 ) If yes, please answer when and why?\n\n18 ) Please identify for me in writing the provision, paragraph, section or sentence of any note, mortgage, deed of trust or any agreement I signed authorized the assessment or collection of property inspection fees?\n\n19 ) Have you labeled in any record or document sent to me a property inspection as a misc. advance? Yes or No?\n\n20 ) If yes, why?\n\n21 ) Have you labeled in any record or document sent to me a property inspection as a legal fee or attorney fee? Yes or No?\n\n22 ) If yes, why?\n\n23 ) Please detail and list for me in writing each separate inspection fee assessed to my account and for which corresponding payment period or month such fee was assessed from the inception of my loan to present date.\n\n24 ) Please detail and list for me in writing each separate inspection fee collected from my account and for which corresponding payment period or month such fee was collected from the inception of my loan to present date.\n\n25 ) Please detail and list for me in writing any adjustments in inspection fees assessed and on what date such adjustment was made and the reasons for such adjustment.\n\n26 ) Please detail and list for me in writing any adjustments in inspection fees collected and on what date such adjustment was made and the reasons for such adjustment.\n\n27 ) Has interest been charged on any inspection fees assessed or charged to my account? Yes or No?\n\n28 ) If yes, when and how much was charged?\n\n29 ) Is interest allowed to be assessed or charged on inspection fees charged or assessed to my account? Yes or No?\n\n30 ) How much in total inspection fees have been assessed to my account from the inception of my loan until present date? $ ____________ 31 ) How much in total inspection fee have been collected on my account from the inception of my loan until present date? $ __________ BPO FEES 1 ) Have any BPOs [ Brokers Price Opinions ] been conducted on my property?\n\n2 ) If yes, please tell me the date of each BPO conducted on my property that is the secured interest for my mortgage, deed or note?\n\n3 ) Please tell me the price of each BPO?\n\n4 ) Please tell me who conducted each BPO?\n\n5 ) Please tell me why BPOs were conducted on my property 6 ) Please tell me how BPOs are beneficial to me.\n\n7 ) Please tell me how BPOs are protective of my property.\n\n8 ) Please explain to me your policy on BPOs.\n\n9 ) Have any BPO fees been assessed to my account? Yes or No?\n\n10 ) If yes, how much in total BPO fees have been assessed to my account? $ ________ 11 ) Have any BPO fees been charged to my account? Yes or No?\n\n12 ) If yes, how much in total BPO fees have been charged to my account? $ ______ 13 ) Please tell me specifically what clause, paragraph and sentence in my note, mortgage or deed of trust or any agreement I have executed allows you to assess, charge or collect a BPO fee from me.\n\nSERVICING RELATED QUESTIONS For each of the following questions listed below, please provide me with a detailed explanation in writing that answers each question : In addition, I need the following answers to questions concerning the servicing of my mortgage account from its inception to the present date. Accordingly, can you please provide me, in writing, the answers to the questions l","date_sent_to_company":"2019-06-24T17:23:13.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"110XX","tags":null,"has_narrative":true,"complaint_id":"3285502","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2019-06-24T17:00:42.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This exam and <em>audit</em> will review my mortgage <em>loan</em> file from the date of my initial contact, application and the origination of my <em>loan</em> to the present date written above."]},"sort":[9.993872,"3285502"]},{"_index":"complaint-public-v1","_id":"17992734","_score":6.8409147,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXXXXXX XXXX XXXX XXXX CFPB COMPLAINT : SYSTEMATIC SERVICING FRAUD + LICENSE REVOCATION XXXX XXXX XXXX XXXX  Nationstar Mortgage LLC d/b/a Mr. Cooper ( Debt Collector ) * * Mr Cooper sent an escrow analysis in XX/XX/XXXX claiming escrow shortage of {$650.00} and saying my payment would increase beginning XX/XX/XXXX to {$860.00} from {$770.00}. I knew something was wrong so I went into action to figure out what was going on. I lowered my homeowners insurance by raising my deductibles. so they actually sent me a {$78.00} refund due to this for my current homeowners policy for XXXX and it also lowered my rate for the coming year in XXXX that is not due and payable till XX/XX/XXXX. The alleged escrow shortage was claimed to be because my homeowners increased. So due to all this and them trying to raise my payment almost {$100.00}. I went digging and found a lot more wrong than a false claimed escrow shortage. I have been sending letters since XX/XX/XXXX to no avail and trying to work it out in good faith but they ignore me. So now I must report to yall. Our note was signed without recourse, and allonge has our names on it that we never signed or saw during closing, but has the date of closing on it. The signing of without recourse on the note prevents any one down the line from being a proper Holder in due course and they have not proved that they own the note to be Holder in due course and have the rights to collect. \n\nEVIDENCE SUMMARY : XXXX XXXX XXXX : XXXX XXXX ONLY ( NO assignments XXXX ) Closing attorney files : Original note ( NO allonge/FTC Holder Notice ) XXXX statements : \" Nationstar d/b/a Mr. Cooper is a debt collector '' + \" brand name '' XXXX # XXXX : XXXX day late response + forged XXXX False escrow : {$740.00} ( XXXX ) + {$650.00} ( XXXX ) despite adequate payments * * COMPLETE STATUTORY VIOLATIONS ( Federal + XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fiduciary duties + RESPA servicer duties XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FTC Holder Rule Notice missing XXXX. * * XXXX XXXX XXXX. XXXX * * Improper automatic enforcement clauses XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TILA rescission rights + notices undelivered XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  Servicer recordkeeping + QWR failures ( $ XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX / 15 U.S.C. 1692e * * Deceptive practices + FDCPA ( $ XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Failed complete loan accounting * XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) ( SAFE Act ) - LICENSE REVOCATION XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  committed deceptive acts : - FORGERY : Unauthorized allonge ( printed names ) - ESCROW FRAUD : False {$740.00} + {$650.00} shortages - RESPA FAILURE : XXXX day late QWR - FALSE STANDING : No XXXX XXXX assignments DEMAND * XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX revocation hearing 9. 12 C.F.R. 1026.41 ( Reg Z Mortgage Statements ) * * False periodic statements + debt amounts 10. 12 U.S.C. 4901 ( HPA ) / 12 C.F.R. 1024.17 * * Improper escrow/PMI handling * * CORE VIOLATIONS : * * * * RESPA 2605 ( e ) * * : 6-8 day late QWR response * * FDCPA 1692a ( 6 ) * * : Self-admitted debt collector + false \" brand '' * * UCC 3-407 * * : Forged allonge ( printed names ) and note signed without recourse XXXX XXXX XXXX XXXX XXXX XXXX  : No recorded assignments = no standing XXXX XXXX XXXX XXXX  XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  : Mail/wire fraud * * DETAILED TIMELINE OF VIOLATIONS & RESPONSES : * * | Date | Plaintiff Action | Mr. Cooper Response XXXX Violation | | -- -- -- | -- -- -- -- -- -- -- -- -- | -- -- -- -- -- -- -- -- -- -- -| -- -- -- -- -- -| | XXXX XXXX XXXX XXXX XXXX XXXX | Receive false {$650.00} escrow shortage | Payment forced to {$860.00} | * * Escrow Fraud 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 XXXX XXXX XXXX RESPA XXXX ( XXXX ) * * | | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX * * QWR # XXXX Delivered * * | Incomplete response ( no PSA/ledgers ) | RESPA + XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Settlement Offer + Cure Notice * * | Continued false billing | Mail fraud predicate | | XXXX XXXX XXXX XXXX XXXX XXXX XXXX  | * * Notice of Breach Mailed * * | 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 XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX - Settlement/Cure : Delivered XX/XX/XXXX - Breach Notice : Mailed XX/XX/XXXX, Delivered XX/XX/XXXXXXXX XXXX XXXX  RELIEF REQUESTED : * * 1. IMMEDIATE CFPBXXXX INVESTIGATION under ALL cited statutes 2. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for XXXX ( XXXX XXXX XXXX. XXXX ( XXXX ) ) XXXX. FORENSIC LOAN AUDIT + XXXX proof 4. CEASE COLLECTIONS + revert to {$770.00} 5. CORRECT CREDIT REPORTS 6. FULL RESTITUTION + STATUTORY PENALTIES 7. INJUNCTION + attorney fees 1 Qualified Written Request ( QWR ) # 1 Delivered XX/XX/XXXX. \n\n# XXXX. \n\nXXXX. Follow-Up Qualified Written Request ( QWR ) # XXXX Delivered XX/XX/XXXX # XXXX XXXX. Settlement Offer and Final Opportunity to Cure Delivered XX/XX/XXXX. \n\n# XXXX XXXX. Private Administrative Notice of Breach, Non-Performance, and Formal Request to Cure- ( mailed XX/XX/XXXX delivered XX/XX/XXXX ) # XXXX Failure to Provide Mandatory Information After XXXX Formal Qualified Written Request ( QWR ) In my Qualified Written Request, I lawfully requested the following documents, records, and disclosures. Under RESPA ( 12 U.S.C. 2605 ( e ) ), Regulation X ( 12 C.F.R. 1024.35 & 1024.36 ), TILA ( 12 C.F.R. 1026 ), UCC, and the XXXX XXXX XXXX, the servicer is required to produce these upon request. \n\nNationstar/Lakeview/Mr. Cooper acknowledged my letters, but did not provide the required information below, leaving the loan unverified, unvalidated, and improperly accounted for. \n\nSECTION I Escrow & Payment Accounting ( Items XXXX ) I requested : 1. Complete escrow account history 2. Detailed escrow analysis supporting any alleged shortage or overage 3. Complete payment history showing how every payment was applied 4. Monthly payment breakdown ( principal, interest, escrow, fees ) 5. Full suspense account ledger 6. Itemized list of all fees and charges 7. Proof of all tax and insurance disbursements 8. Current balance and accurate payoff statement They did not provide this.\n\nInstead, they continued to claim false shortages.\n\nSECTION II Loan Documentation & Legal Standing ( Items XXXX ) I requested : 9. True copy of original wet-ink Promissory Note 10. True copy of Mortgage/Deed of Trust and all Assignments 11. Identity of the current servicer, sub-servicer, and attorney-in-fact 12. Name and contact information of the current investor/owner of the Note 13. Copies of all notices sent to me 14. Complete communication logs between borrower and servicer They did not provide : Wet ink note Valid allonge Chain of assignments Servicing authority Ownership disclosure Communication logs And the Lakeview/Mr. Cooper statement now says : Mr. Cooper is a brand name Nationstar Mortgage LLC d/b/a Mr. Cooper is a debt collector. \n\nThis contradicts everything they have previously represented. \n\nSECTION III Holder Status & Securitization Disclosure ( Items XXXX ) I requested : 15. Proof of Holder in Due Course status 16. Identification of securitized trust or XXXXXXXX XXXX 17. Copy of the Pooling & Servicing Agreement ( PSA ) 18. XXXX XXXX XXXX XXXX XXXXlosures ( if applicable ) 19. Trustee disclosures and servicing rights validation 20. Full chain of title including XXXX  and all transfers/assignments They did not provide : Holder in Due Course evidence XXXX XXXX XXXX XXXX XXXX Any lawful transfer record County records show zero assignments from XXXX. \n\nSECTION IV Funding, XXXX, & Origination Compliance ( Items XXXX ) I requested : XXXX. XXXX ledgers for loan origination 22. Journal entries showing where the funds came from 23. Balance sheet classification of my Note 24. Funding wire confirmations 25. Documentation of lawful consideration 26. Risk and asset classification by original lender 27. Related tax documentation ( XXXX, XXXX, etc. ) XXXX. XXXX XXXX XXXX & TILA disclosures 29. Mailing logs for all disclosures & notices They did not provide : Any XXXX accounting records Proof of consideration Origination ledger Funding evidence Tax documents Mailing logs Or the required Notice of Right to Cancel at closing to either of us SUMMARY OF FAILURE Despite acknowledging my written requests, the company : Responded late Ignored federal timelines Failed to correct errors Failed to provide legally required documents Failed to prove ownership Failed to validate any escrow shortage Continued to bill me based on false information claiming Im late This is a violation of RESPA, TILA, Reg X, the FDCPA, XXXX XXXX XXXX XXXX XXXXXXXX, and UCC, and it creates a pattern consistent with mail fraud, wire fraud, and deceptive mortgage servicing.","date_sent_to_company":"2025-11-29T01:17:14.000Z","issue":"Trouble during payment process","sub_product":"USDA mortgage","zip_code":"27330","tags":null,"has_narrative":true,"complaint_id":"17992734","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-11-29T00:27:54.000Z","state":"NC","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 ledgers for <em>loan</em> origination 22. Journal entries showing <em>where</em> the <em>funds</em> came from 23. Balance sheet classification of my Note 24. Funding wire <em>confirmations</em> 25. Documentation of lawful consideration 26. Risk and asset classification by original lender 27. Related tax documentation ( XXXX, XXXX, etc. ) XXXX. 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