{"took":491,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":71,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2851515","_score":20.547056,"_source":{"product":"Debt collection","complaint_what_happened":"1 ) ECMC ( Educational Credit Management Corp ) began garnishments of my funds in XX/XX/XXXX for my defaulted student loan. \n2 ) I filed Bankruptcy in late XX/XX/XXXX which took effect XX/XX/XXXX. My student loan was not part of the bankruptcy however it was put in deferment. My attorney & the trustee urged me to make contact with student loans and formulate a repayment plan during the bankruptcy. The garnishments had stopped at that point. \n3 ) My employer mistakenly sent two bankruptcy payments to the US Dept of Education. This caused the bankruptcy to threaten dismissal of my cause due to non payment. My attorney at the time XXXX XXXX explained the mishap to the courts and my bankruptcy was reinstated. However, that's where things got crazy. \n4 ) My employer continued to send payments to the US Department of Education along with my Bankruptcy payments. After accessing everything, I was OK with the garnishments despite no court order. So the garnishments continued at a lower rate while the bankruptcy continued.Since the garnishments for student loans were being taking out, I felt there was no need to reach out to the US Department of Education to make payment arrangements. \n5 ) I completed my bankruptcy in XX/XX/XXXX however the garnishments for my student loan continued at a higher rate between 15 % -25 %. \n6 ) In the spring of XX/XX/XXXX ( XX/XX/XXXX or XX/XX/XXXX ), I received a phone call from ECMC in regards to my student loan. I replied \" You're already garnishing my wages. Why are you calling? \" the agent responded \" We aren't garnishing your wages. The purpose of this call is make payment arrangement to avoid garnishments \". The agent suggested I reach out to the US Department of Education to clarify. \n7 ) I contacted the US Dept of Ed, the next day to get clarification. The agent stated I had a balance of {$4300.00} and the last payment received was on XX/XX/XXXX. I explained my wages had been garnished and the agent suggested I verify what address the payments were sent. \n8 ) My employer verified the correct address and we started an investigated to confirm the payments were recieved. \n9 ) XX/XX/XXXX, I received a letter from the US Dept of Education stating I have refund on my student loan account. The letter stated the refund may due to 1 or 2 loans being over paid. At this time, I assumed the payments were found and posted to my account.I contacted the US Department of Education and confirmed receipt of the letter. I requested they fax a letter to my employer halting the wage garnishments and to contact ECMC to stop the collections calls. The agent agreed to do both ( XX/XX/XXXX ). When I returned to work I advised my employer to halt the investigation from our end. I received a refund check of XXXX in XX/XX/XXXX. At this point I thinking everything is good and I am finally debt free. \n10 ) I no longer received collection calls and wage garnishments had stopped as of XX/XX/XXXX. \n11 ) Over Christmas break ( XX/XX/XXXX I believe ) I received a call from a company named XXXX ( a debt collector ). They stated I have a student loan debt of an estimated {$4400.00} that was referred to them from ECMC. I explained the situation to the agent and placed the loan status in dispute for 15 days. \n12 ) I returned to work on XX/XX/XXXX, I advised my employer to reopen the investigation. I requested we verify payment sent to US department of Education fro XX/XX/XXXX to XX/XX/XXXX. My employer advised this would take some time as they had to get the bank involved and our third party vendor who handles our finances from XX/XX/XXXX to the present. \n13 ) Meanwhile, I stayed in contact with XXXX every two weeks to keep the dispute status open while waiting for verification. \n14 ) I reached out to US Dept of education as I was confused. The agent stated my account was not paid off but transferred to ECMC due to non payment. The agent explained the difference between a pay off letter vs zero balance letter. When they transferred my account to ECMC, my account was closed out which prompted the zero balance letter. The refund I received for {$96.00} was actually a payment that they sent back. At the same time the agent stated they still had not received a payment since XX/XX/XXXX. However, the refund I received was the exact amount that was taken out of my XX/XX/XXXX check.????? \n15 ) I finally received payment confirmation from my employer. It was a total of 25 pages of payments dating back from XX/XX/XXXX through XX/XX/XXXX totally over {$5200.00} through wage garnishments sent to the US Dept of Education in XXXX GA. \n16 ) I faxed the documents over to XXXX. Initially, I was told the information was received too late and my dispute status had expired. Again, remember I had been in contact with XXXX XXXX every two weeks to keep the dispute status valid. The agent advised she would forward my documents and dispute claim to ECMC. She also advised that garnishment proceedings was already in process. \n17 ) A week later I received a letter from ECMC advising me of my rights to object of the wage garnishments along with a form to dispute my claim. The dispute would go back to XXXX for review. I filled out the form. \n18 ) I received a second letter form ECMC stating dispute was not valid and claiming that they had received my payments along with a amortization schedule showing the payments being applied. This was first time any one acknowledged receiving my payments however the balance remain the same. In addition, the balance showed collections charges, penalty interest charges being assessed to an account that you now acknowledge was paid on time since XX/XX/XXXX ( while in Bankruptcy and deferment ). \n19 ) I now have two disputes that need the involvement of a legal expert. First, I believe I proved beyond a shadow of debt that this loan is not only paid but a refund is due + damages. Second, is the last correspondence I received from ECMC is stating that they received my payments ( which prior to verifying the payments they stated they did not received any payments ). However, playing devil 's advocate I have a simple questions. If you now acknowledge the payments sent, why are you still pursuing garnishments? Why haven't my balance been reduced to reflect payments? Why are you charging penalty interest / collection fees on an account that has been paying constantly? Remember, there was no court order garnishment after bankruptcy so all payments were voluntary. Shouldn't they have sent this account back to US Dept of Education? \n20 ) As of XX/XX/XXXX I have not heard back from anyone. I contacted the US Department of Education and requested my account be notated in detail. The agent again stated the last payment to post to my account was on XX/XX/XXXX in the amount of {$240.00}. They have not received a payment since. In addition, she stated my balance at that time was {$3200.00} ( I have verified bank statements showing over {$5200.00} payments being made to US Dept from XX/XX/XXXX to XX/XX/XXXX ). The agent advised they can not handle my dispute because it is assigned to ECMC. She suggested I contact them. \n21 ) I contacted ECMC to request a hearing and was informed I needed to contact XXXX to put in formal dispute. The agent also stated they never received any proof of payments from me sent to XXXX. She acknowledged a dispute was submitted but no supporting documents to aide my dispute was received. She suggested I contact XXXX to start the dispute process over. \n22 ) I contacted XXXX on XX/XX/XXXX to request a hearing. The representative stated that my hearing request will need to go through ECMC. At this point I was totally frustrated. I questioned whether my 25 pages of proof of payments were ever sent to ECMC. The agent could not give me a definitive answer. At this point I requested a supervisor and sent to a voicemail. I left a message requesting a hearing and have not heard back. \n23 ) All I am requesting is a hearing with all three agencies present at one time. I need to clarify the payment received on my account and what my student balance was at the time of my bankruptcy of XX/XX/XXXX. Once that is determined, I can forward proof of payment to the appropriate party and request a refund for over payment.","date_sent_to_company":"2018-03-22T18:56:52.000Z","issue":"Attempts to collect debt not owed","sub_product":"Federal student loan debt","zip_code":"43017","tags":null,"has_narrative":true,"complaint_id":"2851515","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ECMC GROUP, INC.","date_received":"2018-03-22T18:56:50.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["The agent stated my account was not paid off but transferred to ECMC due to non payment. The agent explained the difference between a pay off letter vs zero balance letter. When they transferred my account to ECMC, my account was closed out which prompted the zero balance letter. The refund I received for {$96.00} was actually a payment that they sent back. At the same time the agent stated they still had not received a payment since XX/XX/XXXX."]},"sort":[20.547056,"2851515"]},{"_index":"complaint-public-v1","_id":"2851665","_score":20.540596,"_source":{"product":"Debt collection","complaint_what_happened":"1 ) XXXX ( XXXX XXXX XXXX XXXX ) began garnishments of my funds in XX/XX/XXXX for my defaulted student loan.\n\n2 ) I filed Bankruptcy in late XX/XX/XXXX which took effect XX/XX/XXXX. My student loan was not part of the bankruptcy however it was put in deferment. My attorney & the trustee urged me to make contact with student loans and formulate a repayment plan during the bankruptcy. The garnishments had stopped at that point. \n3 ) My employer mistakenly sent two bankruptcy payments to the US Dept of Education. This caused the bankruptcy to threaten dismissal of my cause due to non payment. My attorney at the time XXXX XXXX explained the mishap to the courts and my bankruptcy was reinstated. However, that's where things got crazy. \n4 ) My employer continued to send payments to the US Department of Education along with my Bankruptcy payments. After accessing everything, I was OK with the garnishments despite no court order. So the garnishments continued at a lower rate while the bankruptcy continued.Since the garnishments for student loans were being taking out, I felt there was no need to reach out to the US Department of Education to make payment arrangements. \n5 ) I completed my bankruptcy in XX/XX/XXXX however the garnishments for my student loan continued at a higher rate between 15 % -25 %. \n6 ) In the spring of XX/XX/XXXX ( XX/XX/XXXX or XX/XX/XXXX ), I received a phone call from XXXX in regards to my student loan. I replied \" You're already garnishing my wages. Why are you calling? \" the agent responded \" We aren't garnishing your wages. The purpose of this call is make payment arrangement to avoid garnishments \". The agent suggested I reach out to the US Department of Education to clarify. \n7 ) I contacted the US Dept of Ed, the next day to get clarification. The agent stated I had a balance of {$4300.00} and the last payment received was on XX/XX/XXXX. I explained my wages had been garnished and the agent suggested I verify what address the payments were sent. \n8 ) My employer verified the correct address and we started an investigated to confirm the payments were recieved. \n9 ) XX/XX/XXXX, I received a letter from the US Dept of Education stating I have refund on my student loan account. The letter stated the refund may due to 1 or 2 loans being over paid. At this time, I assumed the payments were found and posted to my account.I contacted the US Department of Education and confirmed receipt of the letter. I requested they fax a letter to my employer halting the wage garnishments and to contact ECMC to stop the collections calls. The agent agreed to do both ( XX/XX/XXXX ). When I returned to work I advised my employer to halt the investigation from our end. I received a refund check of XXXX in XX/XX/XXXX. At this point I thinking everything is good and I am finally debt free. \n10 ) I no longer received collection calls and wage garnishments had stopped as of XX/XX/XXXX. \n11 ) Over XXXX break ( XX/XX/XXXX I believe ) I received a call from a company named Performant ( a debt collector ). They stated I have a student loan debt of an estimated {$4400.00} that was referred to them from XXXX. I explained the situation to the agent and placed the loan status in dispute for 15 days. \n12 ) I returned to work on XX/XX/XXXX, I advised my employer to reopen the investigation. I requested we verify payment sent to US department of Education fro XX/XX/XXXX to XX/XX/XXXX. My employer advised this would take some time as they had to get the bank involved and our third party vendor who handles our finances from XX/XX/XXXX to the present. \n13 ) Meanwhile, I stayed in contact with Performant every two weeks to keep the dispute status open while waiting for verification. \n14 ) I reached out to US Dept of education as I was confused. The agent stated my account was not paid off but transferred to XXXX due to non payment. The agent explained the difference between a pay off letter vs XXXX balance letter. When they transferred my account to XXXX, my account was closed out which prompted the XXXX balance letter. The refund I received for {$96.00} was actually a payment that they sent back. At the same time the agent stated they still had not received a payment since XX/XX/XXXX. However, the refund I received was the exact amount that was taken out of my XX/XX/XXXX check.????? \n15 ) I finally received payment confirmation from my employer. It was a total of 25 pages of payments dating back from XX/XX/XXXX through XX/XX/XXXX totally over {$5200.00} through wage garnishments sent to the US Dept of Education in XXXX GA. \n16 ) I faxed the documents over to XXXX. Initially, I was told the information was received too late and my dispute status had expired. Again, remember I had been in contact with XXXX XXXX every two weeks to keep the dispute status valid. The agent advised she would forward my documents and dispute claim to XXXX. She also advised that garnishment proceedings was already in process. \n17 ) A week later I received a letter from XXXX advising me of my rights to object of the wage garnishments along with a form to dispute my claim. The dispute would go back to XXXX for review. I filled out the form. \n18 ) I received a second letter form XXXX stating dispute was not valid and claiming that they had received my payments along with a amortization schedule showing the payments being applied. This was first time any one acknowledged receiving my payments however the balance remain the same. In addition, the balance showed collections charges, penalty interest charges being assessed to an account that you now acknowledge was paid on time since XX/XX/XXXX ( while in Bankruptcy and deferment ). \n19 ) I now have two disputes that need the involvement of a legal expert. First, I believe I proved beyond a shadow of debt that this loan is not only paid but a refund is due + damages. Second, is the last correspondence I received from XXXX is stating that they received my payments ( which prior to verifying the payments they stated they did not received any payments ). However, playing XXXX 's advocate I have a simple questions. If you now acknowledge the payments sent, why are you still pursuing garnishments? Why haven't my balance been reduced to reflect payments? Why are you charging penalty interest / collection fees on an account that has been paying constantly? Remember, there was no court order garnishment after bankruptcy so all payments were voluntary. Shouldn't they have sent this account back to US Dept of Education? \n20 ) As of XX/XX/XXXX I have not heard back from anyone. I contacted the US Department of Education and requested my account be notated in detail. The agent again stated the last payment to post to my account was on XX/XX/XXXX in the amount of {$240.00}. They have not received a payment since. In addition, she stated my balance at that time was {$3200.00} ( I have verified bank statements showing over {$5200.00} payments being made to US Dept from XX/XX/XXXX to XX/XX/XXXX ). The agent advised they can not handle my dispute because it is assigned to XXXX. She suggested I contact them. \n21 ) I contacted XXXX to request a hearing and was informed I needed to contact XXXX to put in formal dispute. The agent also stated they never received any proof of payments from me sent to XXXX. She acknowledged a dispute was submitted but no supporting documents to aide my dispute was received. She suggested I contact XXXX to start the dispute process over. \n22 ) I contacted XXXX on XX/XX/XXXX to request a hearing. The representative stated that my hearing request will need to go through XXXX. At this point I was totally frustrated. I questioned whether my 25 pages of proof of payments were ever sent to XXXX. The agent could not give me a definitive answer. At this point I requested a supervisor and sent to a voicemail. I left a message requesting a hearing and have not heard back. \n23 ) All I am requesting is a hearing with all three agencies present at one time. I need to clarify the payment received on my account and what my student balance was at the time of my bankruptcy of XX/XX/XXXX. Once that is determined, I can forward proof of payment to the appropriate party and request a refund for over payment.","date_sent_to_company":"2018-03-22T18:56:35.000Z","issue":"Attempts to collect debt not owed","sub_product":"Federal student loan debt","zip_code":"43017","tags":null,"has_narrative":true,"complaint_id":"2851665","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Performant Financial Corporation","date_received":"2018-03-22T18:15:19.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["The agent stated my account was not paid off but transferred to XXXX due to non payment. The agent explained the difference between a pay off letter vs XXXX balance letter. When they transferred my account to XXXX, my account was closed out which prompted the XXXX balance letter. The refund I received for {$96.00} was actually a payment that they sent back. At the same time the agent stated they still had not received a payment since XX/XX/XXXX."]},"sort":[20.540596,"2851665"]},{"_index":"complaint-public-v1","_id":"5627631","_score":18.783333,"_source":{"product":"Mortgage","complaint_what_happened":"My mother passed away on XX/XX/XXXX of XXXX. \nI contacted Specialized Loan Servicing ( SLS ), who is the mortgage holder, in early XXXX notifying them of my mother passing and me becoming executor of the Estate. SLS stated they could not work with me until I provided them 3 documents, as I was not on the mortgage account : 1. ) Death Certificate 2. ) SLS Third Party Authorization Form 3. ) State issued ( Iowa ) letter of Executor appointment. \nThese documents were sent to SLS on XX/XX/XXXX, to the email address provided by SLS and confirmation of email receipt was received ( below ). \nFrom : # NA SLS Customer Support XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX Subject : Your email has been received. \n\nYour email has been received and is currently under review. It will be forwarded to the appropriate department for handling. \n\n\nBANKRUPTCY NOTICE- IF YOU ARE A CUSTOMER IN BANKRUPTCY OR A CUSTOMER WHO HAS RECEIVED A BANKRUPTCY DISCHARGE OF THIS DEBT : PLEASE BE ADVISED THAT THIS NOTICE IS TO ADVISE YOU OF THE STATUS OF YOUR MORTGAGE LOAN. THIS NOTICE CONSTITUTES NEITHER A DEMAND FOR PAYMENT NOR A NOTICE OF PERSONAL LIABILITY TO ANY RECIPIENT HEREOF, WHO MIGHT HAVE RECEIVED A DISCHARGE OF SUCH DEBT IN ACCORDANCE WITH APPLICABLE BANKRUPTCY LAWS OR WHO MIGHT BE SUBJECT TO THE AUTOMATIC STAY OF SECTION 362 OF THE UNITED STATES BANKRUPTCY CODE. HOWEVER, IT MAY BE A NOTICE OF POSSIBLE ENFORCEMENT OF THE LIEN AGAINST THE COLLATERAL PROPERTY, WHICH HAS NOT BEEN DISCHARGED IN YOUR BANKRUPTCY. IF YOU HAVE ANY QUESTIONS PLEASE CONTACT OUR CUSTOMER CARE CENTER AT XXXX. \n\nI continued to follow up with requests to engage on mortgage payments and payoff amounts as Executor by calling SLS on their customer service line ( XXXX ). The Customer service reps continued to state the paperwork was in the legal department. When asked how long paperwork processing takes, initially I was told 7 days, but eventually SLS would not provide a status. When asked to be transferred to a manager or legal for status, frontline person would not escalate. No status on paperwork was provided, even after providing them continued notice of confirmation of receipt of paperwork. \nNo follow-up responses received concerning processing or additional required information. \n\nOn XX/XX/XXXX, I sent a fax to SLS ( XXXX ) with letter of complaint and intent to pay mortgage premiums. This fax also included the original 3 documents to show I am legal executor of property. FAX confirmation was received. \nI continued to call and email SLS through XXXX and XX/XX/XXXX and continued to receive the response You do not have authorization, and we can not provide you with information on this account. When I explained that I sent documentation on both XX/XX/XXXX and XX/XX/XXXX, with no follow-up or status from SLS, SLS representatives again refused to escalate me to a supervisor, customer complaint organization, or legal department despite my continued requests. They continued to state without being authorized on the account they can not engage me with a supervisor or any other department. \nOn XX/XX/XXXX ( dated XX/XX/XXXX ), we received a letter from SLS informing us of intent to foreclose and to contact them on resolution process.\n\nWe immediately contacted SLS concerning the situation and again explained the numerous attempts to contact them concerning the mortgage. We asked for a supervisor and again were denied access to supervisor, customer complaint, or department to help resolve the situation. \nWhen stating we received foreclosure documentation and may need to seek legal intervention the frontline person notified us that she contacted a supervisor and they found paperwork but it was blurry. Please resubmit the paperwork. \nWhen asked to talk to the supervisor to ensure we could get confirmation of receipt, legibility, and processing of paperwork the frontline person again said they could not do that unless we were on the account. \nWhen explaining we were on our third attempt to submit requested paperwork and now with foreclosure proceedings starting, we needed to ensure receipt, confirmation, and processing of paperwork, the representative simply stated she needed to disconnect now. Please resubmit the paperwork. \n\nWe believe this company is being deceitful and not transparent in its processing of our paperwork with the intent to foreclose on a property for its financial gain. We believe the company has both a legal and ethical obligation to not only acknowledge receipt of documents but any barriers it may have in processing documentation within reasonable windows. Having received documentation that is blurry on XX/XX/XXXX and/or XX/XX/XXXX and ignoring repeated phone calls without providing status is fraudulent in nature. \nWe are resubmitting our paperwork today by email and fax, but we expect the same result.","date_sent_to_company":"2022-06-03T01:40:16.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"500XX","tags":null,"has_narrative":true,"complaint_id":"5627631","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2022-06-03T01:30:55.000Z","state":"IA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["SLS stated they could not work with me until I provided them 3 documents, as I was not on the mortgage account : 1. ) Death Certificate 2. ) SLS Third Party Authorization Form 3. ) State issued ( Iowa ) letter of Executor appointment. \nThese documents were sent to SLS on XX/XX/XXXX, to the email address provided by SLS and confirmation of email receipt was received ( below )."]},"sort":[18.783333,"5627631"]},{"_index":"complaint-public-v1","_id":"9965511","_score":17.901583,"_source":{"product":"Mortgage","complaint_what_happened":"I applied for assistance with Wisconsin 's Help for Homeowners and became eligible in early XXXXXXXX XXXX XXXX for {$40000.00}. In order for them to send the payment to my lender, I was asked to call them to set up an arrangement for my arrears since the amount I was eligible for would not cover the remaining balance which was at the time between XXXX XXXX {$11000.00}. I was also still on XXXX XXXX making my arrears payment and this grant would have helped me tremendously get back to a current-good financial standing and out of XXXX XXXX. \n\nI called my lender to initiate a payment arrangement for my arrears. They would transfer me back and forth between the Loss Mitigation Department and the Bankruptcy Department with both departments stating that they can not handle my account and made a lot of excuses. After complaining about the back and forth to them I ended up speaking with XXXX from the Bankruptcy Department and explained again the situation. I continued to explain to them that I was eligible for a grant, but that we needed to set up a plan for the remaining balance that the grant would not cover so I can be of current standing with my mortgage. She said that she has notated my account and will let her superiors know the situation. I would also need to fill out a form for a Mortgage Assistance Application that they have to mail to me and that I need to write down in addition what it is that I am requesting and why along with a signature.\n\nAfter receiving the application via mail I filled out the form and wrote down why and what it is I am requesting along with a signature. The letter stated that I was impacted due to Covid and have lost income. I was approved for {$40000.00} and I was requesting for them to move the difference to the back of the loan until it matures. I was seeking a partial-claim. That was mailed out in XX/XX/XXXX. I sent a copy to my housing counselor at the time ( XXXX XXXX ) as well to keep him in the loop. \n\nIn XX/XX/XXXX I received a letter from my bankruptcy attorney regarding Loss Mitigation options that they sent to him. He asked me to choose if either of the options would work for me. The information my attorney sent me was not in detail however. It only had 2 different options with the Effective Date, New Maturity Date, New Interest Rate and New Total Payment. Before choosing an option and signing anything, I called my lender that day to ask if they have included the {$40000.00} with their calculations. They said, no. When I asked why is that, they stated that no where in their system did they see the state contacting them in any sort about my eligibility. XXXX emailed me a screen shot of their enquiry that showed me otherwise. I reminded them that I filled out the Mortgage Assistance Application and that in that form I requested for a partial-claim. They claimed they did not see that. As I kept on insisting that I did, I was then told that I do not qualify. After the holidays, on XX/XX/XXXX I reached out to my attorney and informed him I am choosing neither options.\n\nMy housing counselor at the time continued to contact them in addition with me to try and settle the matter, but they would never reach back out. At some point, XXXX XXXX and I had to go on a 3-way call to speak with XXXX ( Bankruptcy Department ) to try and settle this matter. She acknowledged she understood and that they would work on it right away. I received a call from XXXX a couple weeks later and he then told me that my mortgage claimed we never spoke with XXXX or the Bankruptcy Department. In addition, that they said we were speaking with the wrong department. It should have been the Loss Mitigation department. \n\nOn XX/XX/XXXX I was assigned a new Housing Counselor, XXXX XXXX. I explained what all that has been going on in addition to the more difficult financial hardship I had now endured not being able to keep up with my XXXX XXXX payments and mortgage payments. I explained I received a letter from my mortgage that they want to foreclose. That it would be best if I also did a short sale and receive a small amount of payment between XXXX XXXX {$3000.00}. She helped me write an appeal letter to them and call them to explain that we are appealing and why. On XX/XX/XXXX I received an email from XXXX that she received an update from my lender and that they are finalizing my arrears. Her projected time that I begin to be required to make on time payments on XX/XX/XXXX. \n\nOn XX/XX/XXXX I received an email from XXXX that they have been having a difficult time getting my mortgage to respond to them and she asked that I reach out to them. I called my lender that day and asked the status of my loan modification. I was told they are recalculating and will have to see if I qualify and to call back in 7 days or so.","date_sent_to_company":"2024-08-29T17:49:18.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"53219","tags":null,"has_narrative":true,"complaint_id":"9965511","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LAND HOME FINANCIAL SERVICES","date_received":"2024-08-29T15:57:28.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["They would transfer me back and forth between the Loss Mitigation Department and the Bankruptcy Department with both departments stating that they can not handle my account and made a lot of excuses. After complaining about the back and forth to them I ended up speaking with XXXX from the Bankruptcy Department and explained again the situation."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"]},"sort":[17.901583,"9965511"]},{"_index":"complaint-public-v1","_id":"1553830","_score":17.38024,"_source":{"product":"Credit card","complaint_what_happened":"XX/XX/XXXX-Reviewed a copy of my credit report and was made aware of an account opened in XX/XX/XXXX at Macy 's with a balance of appox XXXX, immediately I contacted Macy 's, spoke with XXXX and had the account closed. I then contacted XXXX to have a fraud alert placed on my credit file. Also, I began the dispute process on the account through the credit reporting agencies. \nXXXX XXXX contacted the fraud investigations department at Macy 's and filed a fraud case # XXXX stating the account was not authorized. I was advised the statements had been sent to XXXX XXXX XXXX XXXX, AL XXXX and then XXXX XXXX XXXX XXXX, AL XXXX. As requested I provided all the required documentation to the Fraud Investigation Department including a copy of my drivers license. \nXX/XX/XXXX-Macy 's acknowledged receipt of the fraud claim via mailed correspondence. Throughout the fraud \" investigation '' process, collection notices were continuing to be sent. \nXX/XX/XXXX-Macy 's fraud investigation department mailed a letter stating my fraud claim could not be accepted and did not state a reason for the denial. \nXX/XX/XXXX-Feeling very frustrated and out of options, I eventually called Macy 's trying to get answers since the collection notices and calls were continuing. I contacted customer service at XXXX and spoke with XXXX XXXX. I explained to the representative the situation and asked for copies of all the statements for the account since it was opened. I also requested a copy of the credit agreement I had \" supposedly '' signed. She initially responded by saying it would not be possible but then said some of the statements could be provided for {$3.00} but then stated she would be unable to assist me with my request.I was then transferred to XXXX in the Fraud Prevention department.I then recalled the story once again and made the same request for copies of the statements and the credit agreement. I also requested an explanation of why my fraud claim was denied. XXXX response to me was as follows, \" Payments were being made on the account, so it was n't considered fraud ''. She then gave me another number to call XXXX which from the automated system referenced bankruptcy claims. \nI 'm not sure if this is the best place to turn for an attempt at a resolution but I figured it was worth a shot. I 'm a single parent of XXXX children and ca n't afford negative accounts on my credit report. Please help.","date_sent_to_company":"2015-09-05T17:12:50.000Z","issue":"Identity theft / Fraud / Embezzlement","sub_product":null,"zip_code":"35226","tags":null,"has_narrative":true,"complaint_id":"1553830","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2015-09-05T17:12:49.000Z","state":"AL","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX XXXX contacted the fraud investigations department at Macy 's and filed a fraud case # XXXX stating the account was not authorized. I was advised the statements had been sent to XXXX XXXX XXXX XXXX, AL XXXX and then XXXX XXXX XXXX XXXX, AL XXXX. As requested I provided all the required documentation to the Fraud Investigation Department including a copy of my drivers license. \nXX/XX/XXXX-Macy 's acknowledged receipt of the fraud claim via mailed correspondence."]},"sort":[17.38024,"1553830"]},{"_index":"complaint-public-v1","_id":"18273738","_score":16.471485,"_source":{"product":"Checking or savings account","complaint_what_happened":"On the morning of XX/XX/year>, I discovered that {$1300.00} in my Chase personal checking account had been frozen. I immediately contacted Chase by phone but was given limited information and told to visit a branch to obtain documentation. I went to XXXX separate Chase branches before finally receiving the legal paperwork, as the first XXXX branches lacked sufficient staff to assist. \n\nUpon reviewing the document, I discovered that the freeze was based on a court order issued against my mother-in-law, XXXX XXXX. She is not an owner, joint account holder, signatory, beneficiary, authorized user, or otherwise associated with my account, and she has no legal or equitable interest in the funds. I am not the debtor named in the court order. \n\nI promptly contacted XXXX Legal/Levy Processing department and explained that this was an identity mismatch and that the restraining notice had been improperly applied to my account. Despite this, Chase maintained the freeze. \n\nOn XX/XX/year>, Chase lifted the initial {$1300.00} freeze, but on the same day immediately re-froze {$27000.00} in my accountagain based on the same legal document and the same identity mismatch. I again notified Chase that this was improper and that I was not the judgment debtor. My concerns were not addressed. \n\nOn XX/XX/year>, at XXXX AM PST, the actual debtor, XXXX XXXX, filed for XXXX XXXX bankruptcy. I immediately notified Chase Legal of the filing and provided the case information. However, when I followed up the next day Chase notified me that this call was not properly documented and there were no notes of my XX/XX/XXXX call. \n\nBetween XX/XX/XXXX and XX/XX/XXXX, I repeatedly faxed the bankruptcy filing to Chase, including rush and same-day faxes, and followed up by phone multiple times. During this period, Chase repeatedly stated that it could not locate the faxed documents, despite them being sent correctly and with confirmation. Only late on Friday, XX/XX/XXXX, did Chase finally acknowledge receipt of the bankruptcy documentation. \n\nOn XX/XX/year>, I contacted the creditors attorney, XXXX XXXX XXXX, XXXX, regarding the improper restraint. I received written confirmation that his office had withdrawn the restraining notice and instructed Chase to release all affected accounts. I immediately faxed this withdrawal letter to Chase. \n\nFrom XX/XX/XXXX through XX/XX/XXXX, I was required to repeatedly fax the withdrawal letter and make numerous follow-up calls before Chase acknowledged and began processing it. Throughout this period, I emphasized the urgency and the lack of any legal basis for the continued hold. \n\nAs of XX/XX/year>, my account remains restricted. I am now spending XXXX XXXX filing this complaint because Chase continues to delay releasing my funds despite clear notice of an identity mismatch, an automatic bankruptcy stay, and a written withdrawal from the creditors attorney. \n\nI am requesting immediate release of my funds and confirmation that no further restraints will be placed on my account based on third-party judgments to which I have no legal connection.","date_sent_to_company":"2025-12-24T16:42:03.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"91354","tags":null,"has_narrative":true,"complaint_id":"18273738","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-12-24T16:10:09.000Z","state":"CA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["During this period, Chase repeatedly stated that it could not locate the faxed documents, despite them being sent correctly and with confirmation. Only late on Friday, XX/XX/XXXX, did Chase finally acknowledge receipt of the bankruptcy documentation. \n\nOn XX/XX/year>, I contacted the creditors attorney, XXXX XXXX XXXX, XXXX, regarding the improper restraint."]},"sort":[16.471485,"18273738"]},{"_index":"complaint-public-v1","_id":"2423961","_score":16.422157,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/XXXX I filed a Chapter XXXX bankruptcy and the court created a payment plan for me to pay the court and Wells Fargo a specific amounts of money on a monthly basis until my debt was pay off in 4 years. I follow the courts orders and paid off my debt to the court and Wells Fargo ; there were no other creditors. Once I fulfilled my debt obligations, the case was discharged on XX/XX/XXXX. A couple of months prior to my discharge the court sent me an over payment check in the amount of {$79.00} and Wells Fargo sent me a {$700.00} check for over payment. However, after my case was discharged Wells Fargo continued to send me bills ; some that stated that I do n't owe anything and others that shows different amounts that Wells Fargo claims that I still owe them even though the debt was discharged. At the end of XXXX I received 3 more letters ; 1 that discussed a \" Lien Release '' stating that Wells Fargo will file a XXXX, and another statement stating that Wells Fargo still owes me an additional {$570.00} and another that stated that I owe Wells Fargo {$7800.00}. \nOn XX/XX/XXXX I called Wells Fargo and spoke to the Bankruptcy department. I ask them why they were still sending me bills after my case was discharged, I was told that they did n't know that the case had been discharged and they will work on getting their error corrected. However, instead of correcting their error as promised, Wells Fargo file documents with the County-Recorder to have my name removed from my property at XXXX XXXX, XXXX XXXX, CA XXXX, changed to my deceased son 's name ; I received a letter from County-Recorder 's office in the mail on XX/XX/XXXX. \nI would like for Wells Fargo to acknowledge that I do not owe them anymore money and to abide by the court order and stop sending me bills and statements asking me for more money, since I have already paid off the loan and the case was discharged on XX/XX/XXXX. In addition, send me any other money that they owes me and close any case that they have open in regards to my home at XXXX XXXX XXXX, XXXX XXXX CA XXXX","date_sent_to_company":"2017-04-06T23:04:30.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"90001","tags":null,"has_narrative":true,"complaint_id":"2423961","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-04-06T23:04:29.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["At the end of XXXX I received 3 more letters ; 1 that discussed a \" Lien Release '' stating that Wells Fargo will file a XXXX, and another statement stating that Wells Fargo still owes me an additional {$570.00} and another that stated that I owe Wells Fargo {$7800.00}. \nOn XX/XX/XXXX I called Wells Fargo and spoke to the Bankruptcy department."]},"sort":[16.422157,"2423961"]},{"_index":"complaint-public-v1","_id":"3533247","_score":16.385708,"_source":{"product":"Mortgage","complaint_what_happened":"I am currently in a dispute with Loan Care who has acknowledge their is an error. My loan has been transferred from XXXX XXXX XXXX with a HELOC that was forgiven along with an idenmification loss note affidavit. Ever since then, I have been trying to get these charges removed by XXXX XXXX, XXXX and now XXXX has sold my loan to a Trustee who purchased my loan. XXXX XXXX is not accepting responsibility, however, Loan Care who is the subservier is acknowledging there is an error. I have not been properly welcomed into their company, I have a wrong loan number and the amounts are incorrect. I am also not responsible for a second loan who was sold by XXXX. XXXX has failed to remove this loan from my account and now that they are in financial trouble they sold my loan and did not address my second loan is no longer my responsiblity. XXXX filed tax with that amount after I had notified them that I am no longer responsible for that second loan. I sent then my forgiveness letter and I have proof. This balance has followed me from XXXX XXXX and now XXXX XXXX has no idea that my house has been sold to a third party who is trying to evict me without understanding the facts. I have notified Hud, and FTC The person who purchase my loan is an agent for XXXX and held a private auction in XXXX. She still has it on site to contact for future actions regarding my home. She must know that until I was in foreclosure and sold my loan at an auction. I was in chapter XXXX bankruptcy in XX/XX/XXXX, I reinstated it but did not get a bk number because attorney stated I needed to have the arrears move from my account which is why I contacted XXXX and Loan Care beginning in XX/XX/XXXX, but they kept transferring me to different dept. which led me to the attorney. However, she is unaware that my note was filed at the county recorder incorrect, the investor is XXXX XXXX, who I tried to get help from and who turned me away because I was in a class action law suit against XXXX XXXX for not handling my account correctly. In XXXX of XXXX, I was transferred to Loan Care Bankruptcy Department, then I started receiving statements from XXXX XXXX who owns the rights to my loan. I contacted Loan Care and they transferred me to XXXX, then XXXX transferred me to the Mortgage Law Attorney 's voice mail who is on the Trustee Sale, an agent for XXXX. After faxing my information regarding my error to XXXX XXXX, they said they are not responsible and said that Loan Care. Now Loan Care acknowledges there is an error but after filing a complaint against XXXX on XX/XX/XXXX, I received a letter on XX/XX/XXXX stating they are still investigating, then on XX/XX/XXXX, I got a letter of eviction ; giving me 5 days to vacate which will be XX/XX/XXXX. I have an attorney from XXXX XXXX XXXX working with my lender to get the numbers and Hud also, so I wanted to file this complaint while my complaint is being reviewed by the attorney, Hud, FTC also has my complaint regarding the manner my house was sold.","date_sent_to_company":"2020-02-25T13:02:39.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"85392","tags":null,"has_narrative":true,"complaint_id":"3533247","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2020-02-15T23:46:52.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Now Loan Care acknowledges there is an error but after filing a complaint against XXXX on XX/XX/XXXX, I received a letter on XX/XX/XXXX stating they are still investigating, then on XX/XX/XXXX, I got a letter of eviction ; giving me 5 days to vacate which will be XX/XX/XXXX."]},"sort":[16.385708,"3533247"]},{"_index":"complaint-public-v1","_id":"1420126","_score":15.762441,"_source":{"product":"Mortgage","complaint_what_happened":"My husband and I filed for bankruptcy due to loss of income. He was unemployed for quite some time. In Hawaii, a few months can be devastating due to the cost of living. We applied for loss mitigation ( modification ) through Wells Fargo in XX/XX/XXXX. The home preservation specialist that I was first assigned was excellent. Maybe because I was actively in bankruptcy, maybe it was because my husband was still in the military at that time. We were kept informed of everything by phone call every few days. In XX/XX/XXXX, I was told that Wells Fargo could not help us. The home preservation specialist told me that a majority of people are denied and that many people reapply and are approved. So, I reapplied in XX/XX/XXXX ( because I was told I had to wait 30 days ). That modification process was much different. Our bankruptcy was complete and my husband was not in the military any more. We were asked for document after document. When I asked to speak to an underwriter, I was told that I would have an answer at XX/XX/XXXX. Wells Fargo asked for so many documents, they were writing to ask for the same ones. I was told to write letters of explanation where I just wrote, \" ... were submitted on XX/XX/XXXX by fax in a letter dated XX/XX/XXXX. '' For months afterwards, I was asked to prove circumstances over and over again until I was denied for a modification in XX/XX/XXXX. I filed an appeal ... also denied. I asked the home preservation specialist who called me on XX/XX/XXXX if I could have the details on how I was denied and to list the programs, I did not believe that I was considered properly due to the cash I listed on my application. The specialist first tried to tell me that I did n't list it on the application. When I told her I did, she kept putting me on hold and asked me more questions. She then ended with, there 's nothing else I can do. I let her know that I was sending in another application that day. I sent in a fax on XX/XX/XXXX for another modification. My husband called on XX/XX/XXXX to inform Wells Fargo that an application was in. On XX/XX/XXXX, Wells Fargo sent me a letter assigning me a home preservation specialist. Then Wells Fargo denied receiving the application. I got an appraisal that they did on my house which shows that my house is worth more than what I owe. They started the foreclosure proceedings and had a local attorney send me letters. Wells Fargo would not respond to me. The home preservation specialist would not return my call. I faxed the attorney who then sent my letter of inquiry to their client, Wells Fargo. Now I am dealing with an escalation department which has coded my account with something that does n't let anyone talk to me. I faxed in the same modification packet on XX/XX/XXXX that I faxed in XX/XX/XXXX and the home preservation specialist said he ca n't talk to me. I left a message with my escalation contact and he has not responded to my call. I filed a complaint with the State of Hawaii Department of Commerce and Consumer Affairs Division of Financial Institutions and I was called today and told that Wells Fargo is not under my state 's jurisdiction. Wells Fargo will not acknowledge my modification application even though the State of Hawaii DCCA DFI and the XXXX VA Office told me that as long as I do n't have a sale date, they must take my application. Wells Fargo has served me with a complaint and summons to foreclose on my property and have not stopped the process while there is a modification application. I faxed in an completed application and have the proof of Wells Fargo 's acceptance. I need your help.","date_sent_to_company":"2015-06-13T06:49:36.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"VA mortgage","zip_code":"96706","tags":null,"has_narrative":true,"complaint_id":"1420126","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2015-06-13T06:49:35.000Z","state":"HI","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I filed a complaint with the State of Hawaii Department of Commerce and Consumer Affairs Division of Financial Institutions and I was called today and told that Wells Fargo is not under my state 's jurisdiction. Wells Fargo will not acknowledge my modification application even though the State of Hawaii DCCA DFI and the XXXX VA Office told me that as long as I do n't have a sale date, they must take my application."]},"sort":[15.762441,"1420126"]},{"_index":"complaint-public-v1","_id":"12328346","_score":15.67982,"_source":{"product":"Student loan","complaint_what_happened":"As of XXXX of XXXX, I was on the Save plan making payments. This plan was placed on hold by the courts. The student aid website offered loan consolidation but did not indicate that would mean needing to submit a new IDR application. In the consolidation process I resubmitted the IDR application. MOHELA refused to acknowledge the applications due to the court case, and instead of giving me a 0 % forbearance, they placed me in an interest-bearing forbearance. I filed bankruptcy due to mounting medical bills in XXXX of XXXX and this put my loans on hold on top of the forbearance. In XXXX of XXXX the forbearance and bankruptcy had passed, and I made the loan payment of {$340.00}. On XX/XX/XXXX MOHELA sent me a letter stating : ACCT NUMBER : XXXX XXXX XXXX XXXX : Your Student Loans Are in a Forbearance A federal court issued an injunction preventing the Department of Education ( ED ) from operating the SAVING on a Valuable Education ( SAVE ) Plan and some other income-driven repayment ( IDR ) plans. As a result of this ruling, ED has directed MOHELA to put your account into a forbearance because either : 1. You are currently a borrower on SAVE 2. 60 Days have passed since we received your IDR application, and it has not yet been processed.\n\nyou can find more information at StudentAid.gov/saveaction.\n\nWhat does this mean for me : While you are in the forbear4ance no payment is required on your account and your interest rate will be set to 0 %. This means no interest will accrue while you are in the forbearance. \n\nYou will NOT receive credit toward IDR forgiveness and Public Service Loan Forgiveness ( PSLF ) for the month ( s ) you are in the forbearance, the amounts paid will go toward satisfying your future payments ( s ) We will notify you before the forbearance comes to an end. We do not currently have a time estimate. We will then send you your next monthly billing statement at least 21 days be3fore your next monthly payment is due. \n\nWhen I spoke with the customer service rep she stated I still owed my payment despite this letter and that I would need to elect forbearance. \n\nThe company is not only going against EDs directive on my account, in which my account meets the second criteria on the form but is trying to either force payment or an interest-bearing forbearance, which directly contradicts the letter. The letter can also be found in my \" inbox '' on the MOHELA website.","date_sent_to_company":"2025-03-05T18:36:02.000Z","issue":"Struggling to repay your loan","sub_product":"Federal student loan servicing","zip_code":"610XX","tags":null,"has_narrative":true,"complaint_id":"12328346","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"MOHELA","date_received":"2025-03-05T18:06:13.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem with your payment plan"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX MOHELA sent me a letter stating : ACCT NUMBER : XXXX XXXX XXXX XXXX : Your Student Loans Are in a Forbearance A federal court issued an injunction preventing the Department of Education ( ED ) from operating the SAVING on a Valuable Education ( SAVE ) Plan and some other income-driven repayment ( IDR ) plans. As a result of this ruling, ED has directed MOHELA to put your account into a forbearance because either : 1."]},"sort":[15.67982,"12328346"]},{"_index":"complaint-public-v1","_id":"4070971","_score":15.275431,"_source":{"product":"Mortgage","complaint_what_happened":"In XXXX, we applied for and received a HELOC for {$50000.00} with Bank of America. During the XXXX recession, we were forced to file for Chapter XXXX Bankruptcy. In XXXX, when our XXXX child was born, we converted to a Chapter XXXX that was discharged. The HELOC with BofA was NOT included in the discharge. \n\nWe continued to struggle financially for many years. We attempted to pay the HELOC, but eventually it was charged off in XXXX. We have searched the county assessors office over the years to identify if a lien was placed on our home, and were unable to locate the lien. \n\nOn XX/XX/XXXX we received an account statement with a new loan number. We attempted to call customer service on XX/XX/XXXX and spoke to XXXX. We then were transferred to XXXX in Bankruptcy services, who identified that the loan was officially charged off by Bank of America and no additional information was given regarding a lien or further pay-off. \n\nXXXX XXXX-We attempt to refinance our home with another mortgage company and request a small cash-out for home repairs. We are suddenly made aware that the Bank of America lien is still present on our home, in the amount of {$42000.00}. \n\nBeginning XX/XX/XXXX, these are the calls and attempts that I have made to rectify the debt, ask for a settlement or to determine next steps with Bank of America : XX/XX/XXXX XXXX AZ Time : Speak with XXXX in customer service, due to the bankruptcy, he is not able to help me, so I am transferred to XXXX in the Bankruptcy department. He informs me that there is \" 1 offer to charge off '' but he can't help me, so I am transferred to the Charge-Off department. \nXX/XX/XXXX XXXX AZ Time-I am disconnected, call back and hold for 8 minutes, at which time I'm disconnected on their end. \nXX/XX/XXXX XXXX AZ Time- Call back to bankruptcy department, speak with XXXX at XXXX who tells me that I have to speak with Charge-Off 's ( was never given the direct number previously ). XXXX gives me the charge off phone number of XXXX. She transfers me, a male answers, I can hear him, and I keep saying \" hello '', he does not respond,, and hangs up. \nXXXX-Call back to charge off 's, a male answers, I say \" hello '', he hangs up At this point, I try one more time, but again, I am hung up on. \n\nXX/XX/XXXX XXXX AZ Time- Call Charge off department, on hold until XXXX speak with XXXX , who states that because of the bankruptcy, he is not able to help me ( he does not even open the account information ), and transfers me to bankruptcy at XXXX. For the next 5 minutes, I attempt to press their \" Option 1 '' and continue getting looped back around to the greeting, until finally at XXXX, get a notice that they are closed. \n\nXX/XX/XXXX XXXX AZ Time : Speak to XXXX in Bankruptcy department at XXXX ( on hold 7 minutes ). He is able to see that the account is a \" full charge off '' and states that there is a {$0.00} balance. He is not able to access the account because it is a charge off. He reaches out to his manager, who is also unable to get access to the account, and her phone is \" having issues '' so he is unable to connect me to her. They are going to escalate the issue to get a payoff statement and a lien release, however I am told that it is not 100 % confirmed \" if the account is charged off ''. His manager will escalate it urgently due to the nature of the re-finance, however, I ask if they can contact me with the final outcome and he states that they are not able to contact me, that I will have to \" check back in about a week '' to find out the status. For the record, XXXX was VERY nice and tried his best to help me. He gives me a case number of XXXX XX/XX/XXXX XXXX AZ Time : On hold for 28 minutes, speak with XXXX from BofA bankruptcy department to find out status. She relays that the loan/account was not discharged in the original bankruptcy. She advises we reach out to our original lawyer to see if there was supposed to be a different plan at XXXX. There is a statement in the account from XX/XX/XXXX \" charge off of all of account '' She advises that we reach back out to BofA to make other arrangements if it was not included in our bankruptcy. \n\nXX/XX/XXXX XXXX AZ Time : On hold for 17 minutes Speak to XXXX in BK who again verifies that the account IS charged off, however she can't assist with a settlement or pay-off, that it has to be handled by the \" Recovery Team '' ( charge-off 's ) who are only open XXXX Eastern time ( they are now closed ) XX/XX/XXXX XXXX AZ Time : Call Recovery team, on hold until XXXX, speak with \" XXXX '' again in \" Recovery '' who immediately states that they can ' help because of the bankruptcy ( again, as he did last time, does not even open the account ) and transfers me to Bankruptcy at XXXX. On hold until XXXX, speak with XXXX in BK again, at XXXX he attempts to escalate to a team lead who can help with a settlement. On hold until XXXX, the team lead in the Centralized Escalations Team is attempting to access the account per XXXX. At XXXX, I am again disconnected. Call XXXX in Centralized Escalations Team at XXXX. She is unable to view the loan/account, and is reviewing the procedure for charge-off 's and per her policy, settlements are not available ( even though BofA officially charged off the account in XXXX and was able to claim this on their taxes to the government ). I explain my frustration about all of the phone calls, transfers and lack of ability to be helped to XXXX ( acknowledging that this is not her fault directly ) and that I would like to speak to a supervisor at XXXX. She argues that her supervisor won't be able to access the loan/account either, and I ask if escalating a complaint to CFPB would be beneficial. She states that that is \" your right ''. I continue to ask for a supervisor because she is stating that the loan is in the \" charge-off 's '' department database and she can't even see the loan to help me. I ask again to speak to a supervisor, and she states \" I don't know if he is available, we are working from home and it's not like I can look across the hall to see if he is available ''. At XXXX, she -- places me on hold to find a supervisor. At XXXX, I call back the Centralized Escalations Team at XXXX and speak to XXXX. \nXX/XX/XXXX XXXX AZ Time : I explain my frustrations to her, all of the phone calls and transfers that have occurred, and my desire to just speak to someone who can help settle the account, I tell her that I had asked XXXX to put me through to a supervisor, and XXXX states that XXXX and herself are supervisors. I acknowledge that I appreciate their attempt to help, but that I am getting nowhere.XXXX Romy sends a message to someone ( not sure what department or whom ) who tells her that \" Charge-off 's should have been able to help '' At XXXX I am placed on hold. at XXXX, XXXX was still trying to get ahold of charge-off 's, she asked if the BK was discharged, I tell her yes. Placed on hold again, at XXXX, XXXX informs me that charge-off 's doesn't handle XXXX 's, so she is attempting to get ahold of the BK department again. At XXXX, she gets back on line and states that she is still trying to get ahold of BK department. \nI am on hold until XXXX, when I am transferred back to XXXX in BK department ( who again, is extremely apologetic and is trying to help me ). At XXXX, XXXX attempts to reach back out to XXXX in Centralized Escalations. XXXX XXXX asks for my account number and phone number. XXXX, XXXX attempting to get a supervisor from Centralized Escalations on the line. I am on hold until XXXX. At this time, XXXX XXXX in Collections answers the phone and states that a letter was sent to us on XX/XX/XXXX ( we never received a letter or package from BofA ) from the Mortgage and Loans division that gave us a number to call to reach out for payment options. She said that the notice stated that \" part or all of the loan had been charged off '' and that we had to contact the Mortgage and Loans division to make arrangements. The phone number is XXXX. She attempts to contact the department, but it is a 20-30 minute hold time as of XXXX. She transfers me to that number, at XXXX, I am disconnected. \n\nWe just want to refinance, and hopefully settle on this loan since BofA has already taken a loss on it. Their communication, lack of information and inability to know what department can help, is unacceptable. \nI have now spent hours and hours in the past 30 days trying to get this rectified. I am a XXXX, and as you can imagine, my work schedule during this pandemic is insane. I simply do not have time to continue to sit on hold while BofA tries to figure out how to help me and my husband.","date_sent_to_company":"2021-01-15T18:39:56.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"85374","tags":"Servicemember","has_narrative":true,"complaint_id":"4070971","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-01-15T17:31:02.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["At this time, XXXX XXXX in Collections answers the phone and states that a letter was sent to us on XX/XX/XXXX ( we never received a letter or package from BofA ) from the Mortgage and Loans division that gave us a number to call to reach out for payment options. She said that the notice stated that \" part or all of the loan had been charged off '' and that we had to contact the Mortgage and Loans division to make arrangements. The phone number is XXXX."]},"sort":[15.275431,"4070971"]},{"_index":"complaint-public-v1","_id":"2969066","_score":15.092298,"_source":{"product":"Debt collection","complaint_what_happened":"I had owned and operated a XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I became XXXX and was no longer able to work. I had to close the business, which officially ceased operations on XXXX, and I filed for bankruptcy on XXXX. The US Bankruptcy Court sent notices to all my creditors and myself stating that creditors are barred from contacting me and attempting to collect on the debt. \n\nA customer who had placed a deposit with me on XXXX via Paypal and his financial institution ( in an email dated XXXX, Paypal calls this financial institution a \" credit card company '' ) contacted me via email on XXXX. In this email, he acknowledged receiving the notice from the US Bankruptcy Court, but still made an attempt to collect on the debt. \n\nI contacted my attorney, who sent a letter dated XXXX that told him that his \" efforts may be a violation of the U.S. Bankruptcy Court 's order. '' My discharge was issued on XXXX. \n\nOn XXXX ( notice the timing here ), this customer filed a chargeback with his financial institution for the amount of the Paypal transaction, which triggered the case/dispute process with Paypal. Paypal removed the {$94.00} from my account with no notice. \n\nI called Paypal and subsequently provided them with a copy of all of my pertinent court documents, including the order of discharge. Paypal told me during this or a subsequent phone conversation with them that they would forward all of my documentation to the buyer 's financial institution. \n\nOn XXXX, Paypal issued me a temporary credit for the disputed amount. \n\nOn XXXX, I received an email from Paypal in which Paypal acknowledged receiving my court documents and information. Also in this email, Paypal calls it a \" chargeback. '' On XXXX, I received another email from Paypal stating that the customer ( \" buyer '' ) \" has opened a case for this transaction. '' I was also charged a {$20.00} chargeback fee, which Paypal later reversed after I told them that the buyer was attempting to collect on a legally discharged debt. \n\nOn XXXX, I received another email from Paypal that stated that \" After our efforts to resolve this dispute on your behalf, your buyer 's financial institution decided in the buyer 's favor. '' Apparently his credit card company either never received my court documents or they simply ignored the court order. \n\nOn XXXX, Paypal again removed the {$94.00} from my account with no notice. I called them again. \n\nOn XXXX, Paypal 's legal department signed for and took possession of hard copies of all of pertinent court documents, including the order of discharge. \n\nOn XXXX, I received another email from Paypal, this time from their collections department, demanding the {$94.00}. I called then yet again and told them that they broke the law when they took the money because they are party to collecting on a legally XXXX debt. They said that this {$94.00} was not part of that discharge, since it was credit extended to me in XX/XX/2018. \n\nBoth Paypal and the customer 's financial institution found in the customer 's favor. I had no choice but to pay on this XXXX debt or lose my Paypal account. \n\nI fail to understand how the customer 's credit card company could find in his favor. The debt was incurred before my filing date and discharged in XX/XX/2018. \n\nI have since learned that rules and laws were violated in this entire process. Paypal has a XXXX rule for filing a dispute, but the customer was allowed to file a dispute a full 15 months after the initial transaction. And the financial institution broke the law when it found in his favor on a legally discharged debt. The US Bankruptcy Court issued an order of discharge, legally removing the debt, yet the customer was able to collect. The customer and his financial institution are in contempt of court. \n\nI have also learned that many other disgruntled buyers, scamming buyers, and disgruntled creditors have learned the trick of the \" chargeback '' to collect money. \n\nWithout knowing which financial institution this is, I have no recourse in this matter. All I know is that Paypal told me in a phone conversation that they would provide the buyer 's credit card company with all of my pertinent court documents, yet they still broke the law and found in the customer 's favor. And Paypal refuses to name the company, preventing me from contacting them in order to object to the decision. \n\nMy lawyer advised me that taking this customer back to court will probably not gain me anything, and I can't afford to go back to court anyway. And what is to stop my other disgruntled customers from doing the same thing? I thought my debt was supposed to discharged and all my creditors are supposed to be barred from harassing me and retaliating against me and trying to collect on the debt. \n\nI think that the buyer/customer got by with this chargeback because he had sent me two ( 2 ) deposits, one for {$94.00} on XXXX as a deposit on one product, and then sent a second deposit of {$250.00} on XXXX for another product. This adds up to {$340.00}, which was the total amount of the debt owed to this customer, listed in the court documents. Paypal 's own records prove these two payments were sent from the buyer to me before my filing date. I think he either claimed that the {$94.00} was not part of the court case or he lied to his credit card company about why the funds were sent to me. \n\nWhat good is an order of discharge if my creditors can still collect using the chargeback process? \n\nIs there anything you can do to help me?","date_sent_to_company":"2018-07-20T18:02:38.000Z","issue":"Attempts to collect debt not owed","sub_product":"I do not know","zip_code":"539XX","tags":null,"has_narrative":true,"complaint_id":"2969066","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2018-07-19T22:01:17.000Z","state":"WI","company_public_response":null,"sub_issue":"Debt was already discharged in bankruptcy and is no longer owed"},"highlight":{"complaint_what_happened":["In this email, he acknowledged receiving the notice from the US Bankruptcy Court, but still made an attempt to collect on the debt. \n\nI contacted my attorney, who sent a letter dated XXXX that told him that his \" efforts may be a violation of the U.S. Bankruptcy Court 's order. '' My discharge was issued on XXXX."],"sub_issue":["Debt was already discharged in bankruptcy and is no longer owed"]},"sort":[15.092298,"2969066"]},{"_index":"complaint-public-v1","_id":"2541997","_score":14.074588,"_source":{"product":"Mortgage","complaint_what_happened":"Citibank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX XXXX XXXX CA XXXX The communications problems with Citi a re never ending. We attempted to start this short sale on XXXX . We were told on XXXX by XXXX in the collections department that our authorization had not been validated and said he would send it in for validation. He also requested we have the borrower, whose personal liability for this lien has been discharged in a bankruptcy, call the collections department to verbally authorize us. This is an inappropriate request for a BKd lien. Possibly is a violation of a federal bankruptcy law, as the borrower would not be calling in of his own volition, but rather as a request from the collections department. XX/XX/XXXX we were told there was a proprietary authorization the borrower needed to fill out, and again asked for the borrower to call in to the collections department to verbally authorize us. We sent that in on XX/XX/XXXX , and spoke with supervisor XXXX , who assured me that she corrected the authorization issue, and told me that the file was assigned to XXXX XXXX , and transferred me to the XXXX to make an appointment for a call back. XXXX XXXX missed that appointment, and we received no callback. On XXXX , we received a letter via fax from Citi re questing several items be corrected and returned to them. We sent all required docs back on XXXX . On XX/XX/XXXX , I called in for an update. The automated system did not recognize the loan number. Transferred 6 times until finally sent to collections. Spoke with XXXX id XXXX . Claimed can see authorization however has not been applied to file, and therefore will not speak to me. When asked why XXXX , XXXX and XXXX claimed they fixed the problem and noted the account, had no explanation. They are forcing the client to call the collections department to verbally authorize us. Borrower called in XXXX to authorize us. On XXXX , I called in for an update, I was told I was still not authorized. Transferred to manager XXXX . She explained that it would appear policies changed within the last month or so to disallow CitiMortgage employees from validating authorizations for CitiBank HELOCS including verbal authorizations from the borrower directly, however these HELOCS are serviced by CitiMortgage. She has her manager and the VP of Operations involved in correcting the problem, it is a deeper operational issue that needs to be resolved. They KNEW that verbal authorizations were not accepted, yet still insisted on having the borrower call the collections department. This is fishy at best, and illegal at worst. I can only assume that they were attempting to get the borrower to reaffirm the debt discharged in a BK in an underhanded way. When I asked them about that, they said that it was fine because the borrower was calling them, however remember that they are FORCING the borrower to call in to authorize professional representation. This would not be a call of his own volition. On XXXX I was told the hardship letter needed to have the property address on it, we corrected that and sent it back the same day. On that day I set a callback appointment w ith our SPOC, who again did not keep that appointment. On XXXX , we were told we needed ink signatures on all docs, we returned all that by XXXX . And then, mysteriously, we were not authorized again on XXXX please see above for the current issues. Why is it so hard to g et Citi to communicate effectively regarding loss mitigation? Why are they making it nearly impossible for the borrower to have professional representation? Why is the borrower being forced to call the collections department to verbally authorize us, when they ALL KNOW THAT VERBAL AUTHORIZATIONS ARE NOT BEING ALLOWED? Like I said above, I believe that was an illegal attempt at debt reaffirmation. The file was closed out, I believe in retaliation for our persistence and forcin g Citi to acknowledge the issues. All docs were sent back when asked for, no one keeps their callback appointments, and my authorization continues to mysteriously be removed. If this is not deliberate on Citis p art, then it is gross incompetence and negligence and I want them fined to the full extent of the law. Citi outright LIES on EVERY SINGLE PHONE CALL WE HAVE WITH THEM even their Management LIES EVERY TIME by stating that they have now fixed the issue with our authorization not showing in their system. Each time we call back we have to demand to speak to a manager and then go through this process all over again.\n Called in on XXXX . Call went to the XXXX call center. They refused to acknowledge our authorization. After much yelling and requesting transfers to supervisors I was transferred to customer service in the states, who could not call the loan up, then transferred again but was not informed what department. At that time I was told that XXXX XXXX was the assigned negotiator, and given his contact information. I was also told that XXXX XXXX said they were missing a couple of changes to the HUD. We made those changes and sent them back to the specified email address given on XXXX . I called attempted to call to get an update on XXXX to the number I was given for XXXX XXXX , which did not take incoming calls nor was there a voicemail box to leave a message. I emailed XXXX XXXX on XXXX to the email address I was given for him, XXXX XXXX XXXX , asking for confirmation that all docs had been received and to get an update. The email was never answered. I called in to Citi again today, after again being told by the XXXX call center that I was not authorized I called the collections department. The representative told me that the short sale was closed on XXXX due to documents not being returned. She also told me that XXXX XXXX was not assigned to our short sale. She attempted to get this reopened and corrected for me, as I told her that all docs that were requested were returned on XX/XX/XXXX , and I had never been informed that anything else was still outstanding. She was unable to get this done and said the only thing I can do is to schedule a callback with our single point of contact XXXX XXXX . I was then transferred BACK TO THE XXXX to make that appointment. It is ridiculous that I have to be transferred so many times in ONE CALL to get anything accomplished. The only appointment available to me is 6 days from today. How is that timely and effective communication? It is unacceptable. I should have to wait no more than 48 hours for a call to be returned. If the SPOCS are overworked then Citi needs to hi re more.","date_sent_to_company":"2017-06-07T22:28:24.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"92021","tags":null,"has_narrative":true,"complaint_id":"2541997","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2017-06-07T22:18:41.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["We were told on XXXX by XXXX in the collections department that our authorization had not been validated and said he would send it in for validation. He also requested we have the borrower, whose personal liability for this lien has been discharged in a bankruptcy, call the collections department to verbally authorize us. This is an inappropriate request for a BKd lien."]},"sort":[14.074588,"2541997"]},{"_index":"complaint-public-v1","_id":"7384542","_score":13.957439,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Numerous attempts have been made to contact West Lake Portfolio Management on behalf of US Auto Sales since XX/XX/2023. My vehicle has been PAID IN FULL direct to US Auto Sales since XX/XX/2023. My Payments direct to US Auto Sales and from my bank were received, posted and acknowledged. Upon making my final payment, I was advised by US Auto Sales servicing center on XX/XX/2023 I would receive my title within 7-10 business days. However, we are quickly approaching 90 days and I have not received my title, or an electronic lien release issued to the Georgia Department of Revenue. \n\nI have attempted to contact US Auto Sales on many occasions however, the business has filed for bankruptcy, correspondence sent certified mail has been returned, forwarding address is no longer valid and all business locations are closed. My payments to US Auto Sales included a warranty and GAP Insurance, only to learn US Auto Sales stopped paying the warranty company and GAP insurance over a year ago. I received a letter from US Auto Sales advising I would be entitled to a refund of {$1800.00} that I haven't received. US Auto Sales has been operating illegally in the state of Georgia for the past 6 years as their business license was revoked. I have worked 2 jobs to pay off my car in full and I was excited. I am now feeling frustrated, hurt, mentally exhausted and betrayed by my experience with US Auto Sales. I have always been a good on time paying customer, and always held up my end of the contract. I have been left with no further communication from US Auto sales and stolen funds. I have been left with questioning US Auto Sales integrity and commitment to honoring their contracts. I have provided my XXXX receipts from US Auto Sales, in addition to my posted transaction history from my bank paid to US Auto Sales servicing center from XXXX for my final balance. However, Westlake is advising they aren't receiving my documents. With each phone call to Westlake I receive a different answer. I was advised that Westlake was under staffed. \n\nIt is my understanding that Westlake Portfolio Management has acquired US Auto Sales. Therefore, the matter now falls within the scope of Westlake Portfolio Management. It is now their responsibility to honor their commitment by doing the right thing and making this process as seamless as possible. At this time, I am requesting an immediate release of my title and electronic lien release be sent to the Georgia Department of Revenue as soon as possible.","date_sent_to_company":"2023-08-11T05:25:03.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Loan","zip_code":"30043","tags":"Servicemember","has_narrative":true,"complaint_id":"7384542","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Westlake Services, LLC","date_received":"2023-08-11T04:51:57.000Z","state":"GA","company_public_response":null,"sub_issue":"Unable to receive car title or other problem after the loan is paid off"},"highlight":{"complaint_what_happened":["At this time, I am requesting an immediate release of my title and electronic lien release be sent to the Georgia Department of Revenue as soon as possible."]},"sort":[13.957439,"7384542"]},{"_index":"complaint-public-v1","_id":"1575699","_score":13.851931,"_source":{"product":"Mortgage","complaint_what_happened":"This complaint is in reference to First Niagara Bank ( XXXX, XXXX. ) ... ... .. \nThe federal consumer help center has advised me that a complaint letter has been sent to you on XXXX XXXX, XXXX. Please acknowledged that yu have received that complaint, going to describe the seriousness of the this fraudulant mortgage loan. On XXXX, XXXX, letter from FNB sent me stating I owed {$18000.00} on my home that we built in XX/XX/XXXX and currently lived in. XXXX was the XXXX bank to take over this mortgage, I intially contacted FNB and told to contact the branch in XXXX, XXXX, as the bank was unable to explain any further detail. I spoke with FN in XXXX ( XXXX XXXX and XXXX ). Their intial response was that they had no answer and did not confirm any help in this matter.The mortgage paper payment coupon stated in needed payment in a 30 day period. ( XXXX ). I then proceeded to call XXXX XXXX every other day to but to no avail and no response, although she had promised an answer as to my inquiry. Finally, upon response from XXXX XXXX in the 2 week period, she had confirmed the amount went from {$18000.00} to {$60000.00} and could not reason why the amount changed so drastically. She responsed I will get back to you with that change in value.During this time, FNB was applying late fees & penalties to the mortgage unbeknowsnt to me. I reatained an attorney at this time to help with this matter. The attorney was also unable to obtain any information at that time from the legal department concerning the mortgage fees. Not knowing what else to do and not loosing the home, it was suggested that I file chapter XXXX Bankruptcy to reorganize, while waiting for a solution. The monthly payments were, {$1600.00} -- the same payment for 29 years respectively. The 3rd month into the bankruptcy, I received another letter from FN Bank stating that I was not making payments, I sent copies of the payments from the attorneys office to FN Bank, FN replied, the amount was no longer XXXX, it was {$3.00}, XXXX .... The last statement received in XXXX, XXXX, stated that the amount I owed was XXXX -- -30 days prior, the statement received in the mail stated the amount owed was over {$1.00} miliion ... so how did this severe increase go from a normal amount to a shocking amount ... FN bank refuses to speak with me or will not speak to me regarding this matter, back then when I owned the house and did not/could not /or themselves have NO explaination what so ever. In XX/XX/XXXX the home appraised at {$620000.00} - I owed {$320000.00} -- - In the years since I have been trying to get an viable correct answer, FN Bank has been draining the equity of the home with their extra fees and penalities. \nIn XXXX XXXX, without any given notice, FN bought the home for {$460000.00}, FN Bank gave me until XXXX, XXXX to leave the home. I left in XXXX, XXXX, on XXXX XXXX, XXXX - a gentleman named XXXX XXXX XXXX ( who owns XXXX other properties ) came into the home, that week XXXX without owning the home, brought in contract workers to do work on the home without even owning the home .. Shutters and landscape were removed from the home with out any receipt or deed to the home. Walls were coming down, toilets were removed railings were coming down off the balconies - Pool was filled in with dirt. In XXXX of XXXX, I received a phone call from XXXX XXXX asking me if I wanted certain items from the house, and that he had made an offer the bank for {$310000.00} to tthe bank and that FN would accept the offe. I am not sure how he received my number and why would he call to tell me this news. However, he called me 2x, the first was in XXXX XXXX, when offered me {$5000.00} to move out of the house, I toldd him to call my attorney and XXXX hung up on me. XXXX XXXX, XXXX Cash deal of {$310000.00} sold to XXXX XXXX.Please explain to me the tragedy of the banks accounting failure and lost my home.","date_sent_to_company":"2015-09-25T13:14:14.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"18062","tags":null,"has_narrative":true,"complaint_id":"1575699","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST NIAGARA FINANCIAL GROUP, INC.","date_received":"2015-09-23T20:44:58.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The federal consumer help center has advised me that a complaint letter has been sent to you on XXXX XXXX, XXXX. Please acknowledged that yu have received that complaint, going to describe the seriousness of the this fraudulant mortgage loan. On XXXX, XXXX, letter from FNB sent me stating I owed {$18000.00} on my home that we built in XX/XX/XXXX and currently lived in."]},"sort":[13.851931,"1575699"]},{"_index":"complaint-public-v1","_id":"10944452","_score":13.713976,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XX/XX/XXXX SECOND NOTICE : XX/XX/XXXX Equifax Information Services LLC XXXX XXXX XXXXXXXX XXXX XXXX XXXX Subject : Dispute of Inaccurate Public Record/Bankruptcy Reporting Request for Removal Dear Equifax Dispute Department , I am writing to formally dispute the inaccurate reporting of a public record ( bankruptcy ) on my Equifax credit report. After reviewing my report, I found that this public record is being reported inaccurately, which affects the accuracy of my credit file. I respectfully request that this item be REMOVED for failing to meet the Fair Credit Reporting Act ( FCRA ) pursuant to 15 USC 1681 requirements for accuracy, verifiability, and completeness. I have disputed this item multiple times with Equifax with supporting proof of claim but yet you still say it is ACCURATE information. \nEquifax has indicated that it obtained this bankruptcy information from XXXX XXXX XXXX. However, I have enclosed official documentation from XXXX AND THE UNITED STATES BANKRUTCY COURT that demonstrates the information being reported by XXXX is INACCURATE. This evidence clearly contradicts the information listed on my XXXX credit report, showing that the public record entry is incorrect. PLEASE REMOVE IMMEDIATELY The FCRA mandates that all information in a consumer report be accurate, verifiable, and complete. Pursuant to 15 USC 1681e Equifax is NOT maintaining accurate reporting. Given that the source documentation disproves the reported public record, I am requesting that Equifax remove this entry due to its inaccuracy and lack of verifiable evidence IMMEDIATELY. Additionally, Equifax DID NOT provide concrete proof to verify the accuracy of this public record, they only closed my investigation and stated it was accurate but did not send me ANY information showing where they got this information and who gave them permission to add it on my credit report. I ask that it be permanently deleted from my file. Penalties for violating the FCRA include : Fines of {$100.00} to {$1000.00}, Actual and punitive damages, Attorney fees, and Criminal charges. This is a Violation of my privacy rights pursuant to the Privacy Act of 1974. I was not given the right to Opt-Out of reporting this information to my consumer profile pursuant to 15 USC 6508 . As a federally protected consumer my rights have been violated.\n\nEnclosed Documentation I have enclosed copies of official letters and court records. that serve as proof of the inaccuracies regarding this reported bankruptcy. Please consider this information as you conduct your investigation and verify the facts. Please make sure you investigate the documents in a timely manor. Equifax did not fix the issue for prior disputes nor acknowledge my proof of claim sent via certified mail, Tracking # XXXX, this number is the certified mail sent to Equifax on XX/XX/XXXX along with my proof to remove this inaccurate negative information, I the consumer have a right to dispute negative and inaccurate information reporting on my credit report. PLEASE REMOVE THIS FOR INACCURATE REPORTING. \nThank you for your attention to this matter. I look forward to receiving confirmation of the removal of this inaccurate public record from my credit file within 30 days. This correction is crucial to ensure that my report is fair, accurate, and reflective of my true financial history. DO NOT DISREGARD THIS LETTER AND MY OFFICIAL PROOF OF CLAIM FOR IMMEDIATE REMOVAL. \nSincerely, XXXX XXXX","date_sent_to_company":"2024-11-27T04:36:49.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"71111","tags":null,"has_narrative":true,"complaint_id":"10944452","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-11-27T04:17:05.000Z","state":"LA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XX/XX/XXXX SECOND NOTICE : XX/XX/XXXX Equifax Information Services LLC XXXX XXXX XXXXXXXX XXXX XXXX XXXX Subject : Dispute of Inaccurate Public Record/Bankruptcy Reporting Request for Removal Dear Equifax Dispute Department , I am writing to formally dispute the inaccurate reporting of a public record ( bankruptcy ) on my Equifax credit report."]},"sort":[13.713976,"10944452"]},{"_index":"complaint-public-v1","_id":"2712189","_score":13.713227,"_source":{"product":"Mortgage","complaint_what_happened":"On XXXX/XXXX/XXXX, I, XXXX XXXX, XXXX, XXXX XXXX, signed a Deed of Trust in favor of XXXX XXXX XXXX, for the purchase of my home. Ocwen Loan Servicing, LLC., on behalf of XXXX XXXX XXXX XXXX XXXX XXXX took over servicing of the loan. I never received correspondence from XXXX stating that the loan was sold. My problems began XXXX when Ocwen returned payments of XXXX, and XXXX that was sent by myself to catch up arrearages due for my mortgage. When I called Ocwen 's customer service, I was told that their policy was anything over XXXX days past due was referred for foreclosure, and payments were received on day XXXX, and therefore refused, and returned. I requested a copy of their policy, as it was not posted on their website, nor was posted on any of my closing paperwork. They refused to provide the policy. However, they stated that I could apply for a modification, but the foreclosure process would proceed until an offer was given to me. I applied for the modification, and was sent an offer dated XXXX/XXXX/XXXX where the first page of the offer stated that the payment was going to be $ XXXX. On the second page, it stated that the initial down payment was to be XXXX, due XXXX/XXXX/XXXX, and monthly payments were going to be $ XXXX starting XXXX/XXXX/XXXX, which would bring the account current. And, a remaining balloon payment would come due XXXX/XXXX/XXXX, with no discriminate number for the balloon payment. I put in several calls to Ocwen requesting a scheduled appointment with a 'relationship manager ', which was scheduled for XXXX on XXXX/XXXX/XXXX, to explain to me what payment I was to send with my paperwork since there was conflicting information, and to also explain the balloon payment. I did n't receive a call back as requested. I called again, and reset a scheduled call that was to take place XXXX/XXXX/XXXX. No call was received. I signed, and sent the paperwork over to the fax number provided anyway, but did not send a payment because I did n't know what amount to send. The next correspondence I received from Ocwen was on XXXX/XXXX/XXXX, requesting a new XXXX XXXX. Ocwen proceeded to send me requests for paperwork already received, stating they were re-starting the modification process since I did not return the paperwork, and payments by the due date. In the meantime, they filed for foreclosure that was scheduled for XXXX. Ocwen continued to ask for paperwork they already received, and so I filed joint XXXX XXXX bankruptcy with my now XXXX that went into effect just before the foreclosure date in XXXX. I filed for divorce in XXXX. Payments were made in full and on time of XXXX until XXXX, when my XXXX XXXX was found to not be paying his portion of the trustee fee. I was advised by my bankruptcy attorney at the time to not make payments, as I was going to be refiling a single Chapter XXXX bankruptcy through the XXXX XXXX XXXX, and back payments would be included in my bankruptcy, to allow me to afford my attorney. My new bankruptcy took place in XXXX. However, my trustee fee was triple what I was originally paying in the joint bankruptcy, and I could not afford both the mortgage payment, along with the trustee fee, and I was ordered to care for my XXXX XXXX children, as well as my own, totaling XXXX children in the home at the time. As well as it took me almost XXXX years to have child support ordered through the courts due. I again applied for a loan modification through Ocwen, with the assistance of XXXX XXXX XXXX XXXX XXXX/XXXX/XXXX. My point of contact at XXXX, XXXX XXXX, attempted to submit, and resubmit, all requested paperwork to Ocwen from XXXX, almost on a monthly basis. Ocwen had completed packages, per XXXX XXXX, on numerous occasions, yet continued to request the same paperwork again, and again. Thus, putting me further, and further behind on my mortgage, as they would not accept payment during this time. Throughout this entire time, Ocwen did not refuse a modification. However, did not offer XXXX, and only kept requesting documents that were already received, and confirmed. Ocwen finally filed a motion for XXXX of XXXX in my bankruptcy, XXXX, which was granted XXXX. I re-filed again, a complete modification package with Ocwen XXXX, and sent over requested additional paperwork XXXX. Ocwen would not speak with me directly regarding the new paperwork, stating that they needed a release from my bankruptcy attorney to do so, despite the fact that they received the relief of stay in the bankruptcy. I chose to re-enlist the services of XXXX XXXX/XXXX/XXXX. I received a notice from Ocwen that I had until XXXX/XXXX/XXXX to bring the account current, or they were filing for foreclosure. My bankruptcy attorney had to re-send the authorization XXXX times before Ocwen finally agreed to speak with me. On XXXX/XXXX/XXXX, XXXX XXXX XXXX XXXX XXXX 's local XXXX, CO attorney 's, XXXX and XXXX, filed a Verified Motion for Order Authorizing Sale Pursuant to Rule 120, Colorado Rules of Civil Procedure. I was informed by service that my initial foreclosure sale date was to be XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, XXXX XXXX court granted the motion for sale. However, Ocwen chose to not act on this order. Instead, Ocwen continued to correspond with me through regular mail, and email regarding my modification request ( dual tracking ). Ocwen continued to consistently request the same documents over, and over again, despite having complete packages. I was told that my relationship manager was XXXX XXXX. During this time, XXXX was having difficulty communicating with Ocwen, as they stated that they did not have an authorization from me to speak to them, even though that was part of the paperwork that had been sent over. I began contacting Ocwen 's modification department directly, have had numerous monthly phone contacts with Ocwen, ( I have detailed notes of who, and when I spoke with in their modification department ), and was never able to speak with XXXX XXXX because she was always on another line ( no single point of contact ). I finally called XXXX 's local attorney 's office, XXXX and XXXX on XXXX/XXXX/XXXX, and spoke with XXXX, their paralegal. When I told her the problems I 've had with their client, XXXX immediately set out the foreclosure date for XXXX/XXXX/XXXX, and sent an email to Ocwen for them to reflect the new date. I then continued to contact Ocwen, and spoke with several different people who stated that they still saw XXXX/XXXX/XXXX as the foreclosure date. On XXXX/XXXX/XXXX, I received a modification denial letter dated XXXX/XXXX/XXXX. The denial letter stated that the only reason for denial was because it was within XXXX days of the foreclosure sale date, which was actually pushed out. I contacted XXXX at XXXX and XXXX once again, and she again pushed the foreclosure date out to XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I then chose to enlist the services of XXXX XXXX XXXX, Attorney at Law, who attempted to request a copy of my file from Ocwen, to no avail. Concurrently, XXXX and XXXX filed on behalf of XXXX XXXX XXXX XXXX XXXX, a motion for an Amended Notice of Hearing XXXX XXXX hearing from XXXX and XXXX, dated for XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, Ocwen sent correspondence acknowledging my \" Request for Mortgage Assistance '', again claiming that additional documentation was needed. On XXXX, XXXX, the hearing was re-set for XXXX/XXXX/XXXX. Ocwen then sent another modification packet insisting that regardless of the previous packet received, that I needed to fill out a new packet. That packet, along with all required documentation was delivered to Ocwen via my attorney, and XXXX and XXXX on XXXX/XXXX/XXXX. The hearing scheduled for XXXX/XXXX/XXXX, was vacated, and re-set for XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I finally received a 'Streamlined ' Mortgage Assistance offer dated XXXX/XXXX/XXXX, for XXXX trial period payments of XXXX to be made no later than the last day of XXXX. XXXX, and XXXX. However, the agreement had to be signed, and received no later than XXXX/XXXX/XXXX. There are no terms, interest rates, or anything detailing an itemized plan for the modification attached. Also, the paperwork lists XXXX XXXX as my relationship manager. I attempted calls to Ocwen, to speak with XXXX XXXX, because the payments are actually higher than what I was originally paying, and I can not afford the trial payments, hence the application for a modification in the first place. As well as wanting an explanation as to what the terms and conditions of the modification was going to be before I signed any paperwork, or sent any payments, putting myself automatically into an agreement that I was not able to afford, or know the terms to. I was continuously informed that they could not speak with me because I was represented by an attorney, On XXXX/XXXX/XXXX, my attorney sent over a letter to XXXX and XXXX, requesting them to forward to Ocwen, his permission to speak with me directly regarding anything to do with the modification, along with both my XXXX modification offer, the new trial payment plan offer as attachments. On XXXX/XXXX/XXXX, I contacted Ocwen 's modification department. Again, I was told that they could not speak with me directly, and to call my NEW relationship manager, XXXX XXXX, NOT XXXX XXXX, at a direct line ( which I 'd never been provided before ). I immediately called the number given, and left a message. My call was returned by XXXX later that afternoon, and again reiterated that he could not talk to me because of being represented by an attorney, and that they never received any letter from their attorney 's. He told me to fax or email the letter, and give him a couple of days to update the account. I emailed it immediately, and received a email notification from Ocwen 's modification department that it was received. I called to follow up on XXXX/XXXX/XXXX, and left a message for XXXX. After not hearing back for days, I, again called on XXXX/XXXX/XXXX, and left another message for XXXX. I called again on XXXX/XXXX/XXXX, and left another message for XXXX. On XXXX/XXXX/XXXX, I finally received a call back from XXXX stating that the trial payments had increased because it 's based off of XXXX XXXX of what the home is currently valued, as well as the loan to value, and what is now currently owed in arrearages. I explained to him that I can not afford to continuously make the trial payments after the XXXX months, as long term, they are not affordable, and why I requested a modification to begin with over XXXX years ago. I requested for him to send the terms of the modification, so that I know what agreement I would be entering into after the trial payments. He said that he can not do that, because I 'm required to make the trial payments first. I explained that I did n't want to enter blindly into an agreement that I do n't know what the terms are going to be, nor a payment plan that I may not be able to afford long term. I also explained to him that I would not be in this situation to begin with, had Ocwen honored my payments in XXXX, honored their modification agreement that was originally offered to me in XXXX, as well as their constant dragging out the modification requests for the last XXXX years. I first asked for him to send the modification back up to underwriting to re-evaluate the trial payments, in which he refused stating that this was the best offer I was going to get, and that he would deny the modification offer. I told him if he was n't willing to help me as my 'relationship manager ', to connect me to a supervisor. He placed me on hold, and came back to tell me that his supervisor was busy with another customer. I asked for her name, and he gave me XXXX XXXX. He said he spoke with her briefly, and that they would escalate my file back up to underwriting for review, and to follow up with him the following week. On XXXX/XXXX/XXXX, I attempted to follow up, but had to leave a voice mail. On XXXX/XXXX/XXXX, XXXX called early in the morning, and left a voice mail. I called him back later that morning, and his voice mail stated that he was out of the office until XXXX/XXXX/XXXX, and that an XXXX, at another number, would be taking his calls until he returned. I called the number for XXXX, and his voicemail stated that he was out of the office until XXXX/XXXX/XXXX ( which had passed ), and that a XXXX, at yet another number, would be taking XXXX 's calls. I left a detailed message on XXXX 's voicemail regarding follow up on my modification. I also called the number for XXXX, who 's voicemail said he, too, was out until XXXX, and also left a detailed message regarding follow up on my modification. I received no return calls until XXXX/XXXX/XXXX from XXXX. I was n't able to answer the phone, so he left a message. I returned his call that afternoon, but received his voicemail. I left a message, and am still awaiting a return call. Ocwen is in violation of several Colorado state consumer laws, neglectful account management, potentially fee stacking, not applying payments properly, and other predatory lending practices.","date_sent_to_company":"2017-10-25T19:09:18.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"801XX","tags":null,"has_narrative":true,"complaint_id":"2712189","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2017-10-25T18:13:13.000Z","state":"CO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Ocwen finally filed a motion for XXXX of XXXX in my bankruptcy, XXXX, which was granted XXXX. I re-filed again, a complete modification package with Ocwen XXXX, and sent over requested additional paperwork XXXX. Ocwen would not speak with me directly regarding the new paperwork, stating that they needed a release from my bankruptcy attorney to do so, despite the fact that they received the relief of stay in the bankruptcy. I chose to re-enlist the services of XXXX XXXX/XXXX/XXXX."]},"sort":[13.713227,"2712189"]},{"_index":"complaint-public-v1","_id":"2591722","_score":13.501614,"_source":{"product":"Mortgage","complaint_what_happened":"Beginning XX/XX/XXXX I placed myself in a chapter XXXX to save my home where I payed into the bankruptcy until XX/XX/XXXX before I lost my job. In the event I was being garnished for over {$800.00} a pay which left my family with a revenue of less than {$400.00}. After I had gone through this process I received information on the save the dream program I filled the document requirements out went through multiple classes for this program as well once completed I received a {$35000.00} payout from the save the dream program. Which went towards a loan with U.S bank and in the event the funds came in USBank went back and applied money to the years when I was in an active chapter XXXX bankruptcy when I contacted them about this matter multiple times they stated they do not see where I was in a chapter XXXX. I had my attorney to send them all necessary documents including check numbers from XXXX XXXX the bankruptcy court. They in return never investigated this properly. When I received the documents from Us bank asking me to accept the terms from the funds from the save the dream program threateningly or I would loose them my home I sent forms back against my will because I did not agree with the terms that 's when XXXX XXXX XXXX he is the one that stated I was never in an bankruptcys and that 's the reason funds from save the dream was applied the way they were. I also explained to XXXX XXXX I had not received a statement from them sinc XX/XX/XXXX he stated it 's normal I retained an attorney and I was told differently by him. I purchased the home for {$83000.00} I just received a new modification that states I owe over the amount I purchased for the our home they say I now owe {$84000.00}, and for the life of us we ca n't see how. I have spent multiple hours on the phone with Us bank I have multiple documentation showing that it almost took a year before they sent me info contacted with an outcome the list goes on. Us bank sent me a break down of payments not only unapplied but multiple bogus fees are listed as if someone was coming our home to see if it was occupied which added up to over thousands of dollars when the save the dream funds came in. No one had been here acknowledged that they were here, no of the above. The payment was modified to XXXX for a trial and then they went up after the trial was done to the XXXX which was almost a {$100.00} raise I have the documents to everything I have been through with Us bank and then some. I then find out when the house was purchased it was a foreclosure which I new that purchased rounded out to {$23000.00} and the original address to this house is XXXX not XXXX XXXX. I have asked multiple times for someone to sit down in a branch at us bank to show me details they stated I was not able to do so because they do not house that type of information which we find strange. No one I spoke with could effectively help me with the account over the phone. I also find out I was part of the preditory lendind issue that was going on trumping up appraisals etc and they are now incarcerated with multiple years to complete. I am currently working with a program for help however I was contacted by a representative at Us bank that stated I was not able to get a forbearance because I 'm not working because Us bank just did a modification for me but I 'm FHA, per the documents from FHA and multiple phone calls this is not true. I am a single parent with XXXX children and one job and this is terrible on us bank part. When I signed the documents with the save the dream program he stated us bank was not the hardest lender to deal with I see why now, because here it is I took my neighbor to sign for save the dream check her mortgage went down to {$350.00} I have her witnessed documents as well but she is XXXX and I 'm XXXX is there a difference, I believe so now because that is her mortgage and taxes included just not finance through us bank she is with another lender I will not disclose but it is a bank. I had Us bank to send me a break down from the beginning of the loan to present and legal will have to get involved. The fact that myself and others has sent bulk checks to us bank yet they say I owe XXXX. For this home as if I 've never bad anything is not accurate and I will not be part of pretitorty lending I have a family and this is my life. Everyone that contacts me is a relationship manager that day the next couple days later I receive documents the manager has changed I have every single letter too prove as such. No one has tried to help properly I constantly get the run around or transferred to other departments quickly. There are a lot issues with this matter in which I do n't believe I have space to continue because it gets More complicated. I have re - reached out to counsel and others at this time because I have no other choices.","date_sent_to_company":"2017-08-02T18:27:45.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"441XX","tags":null,"has_narrative":true,"complaint_id":"2591722","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2017-08-01T17:44:02.000Z","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":["When I received the documents from Us bank asking me to accept the terms from the funds from the save the dream program threateningly or I would loose them my home I sent forms back against my will because I did not agree with the terms that 's when XXXX XXXX XXXX he is the one that stated I was never in an bankruptcys and that 's the reason funds from save the dream was applied the way they were."]},"sort":[13.501614,"2591722"]},{"_index":"complaint-public-v1","_id":"8073043","_score":13.4475,"_source":{"product":"Mortgage","complaint_what_happened":"ON XXXX XXXX I SIGNED OFF ON NOTICE OF ASSIGNMENT, SALE OR TRANSFER OF SERVICING RIGHTS WITH XXXX XXXX XXXXXXXX AND XXXXXXXX XXXX XXXX XXXX THEY HAVE MULTIPLE NAMES. U.S. BANK WRONGFULLY FORECLOSED ON THIS PROPERTY FRAUDULENTLY AND FORGED DOCUMENTS WITH MY SIGNATURE DATE OF THE DOCUMENTS SHOW XX/XX/XXXX. I HAVE THE ORIGINAL DOCUMENTS AS WELL. MY SIGNATURE WAS TAKEN THROUGH AN ANALYSIS AND IT SHOW U.S. BANK CREATED A PDF SIGNATURE TO PLACE ON MORTGAGE DOCUMENTS. I HAVE NEVER AS LONG AS I HAVE BEEN SIGNING DOCUMENTS INCLUDE MY MIDDLE INITIAL. ON THE ORIGINAL DOCUMENTS MY MIDDLE INITIAL IS NOT PRESENT. ON XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX AND LXXXX LISTED THIS HOME AS A LOST MORTGAGE. THEREFORE U.S. BANK HAS NEVER HAD THE DOCUMENTS I HAVE IN POSSESSION BECAUSE THIS LOAN WAS PART OF THE {$200.00} XXXX DOLLAR LAW SUIT U.S. BANK WAS MADE TO PAY CONSUMERS FOR FRAUDING FHA/HUD. MY LOAN WAS DEFINITELY PART OF THIS SCHEMEXXXX I HAVE GIVEN AMPLE AMOUNT CHANCES TO U.S BANK TO MAKE THIS RIGHT AT THIS POINT AND THIS WILL BE THE LAST AND FINAL TIME. U. XXXX BANK HAS RESPONDED WITH THE SAME INFORMATION STATING THEY HAVE NEVER RECEIVED A PAYMENT FROM BANKRUPTCY. THROUGH MY XXXX XXXX. U.S. BANK STATES XXXX THEY HAVE NEVER RECEIVED A PAYMENT AND APPLIED ALL FUNDS FROM THE SAVE THE DREAM PROGRAM TO THOSE STATED YEARS. U.S. BANKS BANKRUPTCY DEPARTMENT ACKNOWLEDGED THE BANKRUPTCY AND SENT A LETTER STATING SUCH THIS LETTER IS ALSO IN MY POSSESSION.WHEN SAVE THE DREAM REACH OUT TO U.S BANK WHICH EVER ENTITY THESE DOCUMENTS WENT TO THEY ADVISED THE PROGRAM OF A FALSIFIED DELIQUENT AMOUNT AND AN UNPAID PRINCIPAL OF {$80000.00}. U. S. BANK THEN WAITED 8 MONTHS TO COMPLETE THE MODIFICATION AFTER RECEIVING THE FUNDS XX/XX/XXXXXXXX REASON BEING THEY DID NOT HAVE THE ORIGINAL LOAN DOCUMENTS FROM XXXX XXXX XXXX AND XXXX SIGNED BY MYSELF XX/XX/XXXX. XXXX XXXX XXXX AND XXXX AND U. S. BANK WAS COMMITTING FRAUD AND PUTTING CONSUMERS IN UPSIDE DOWN LOANS. ON MY ORIGINAL DOCUEMENTATION IT STATES FINANCE AMOUNT OF XXXX AND I WOULD HAVE PAID A TOTAL OF XXXX SHOWING FINANCE CHARGE OF {$92000.00}. BOTH XXXX XXXX XXXX AND U.S. BANK NEW I WOULD HAVE NEVER GONE FOR THIS. XXXX XXXX XXXXXXXX AND XXXX WAS ALREADY IN TROUBLE AND BARRED FROM ALL GOVERNMENT ENTITIES AND STILL IS BARRED AND NO LONGER IN EXISTENCE. XXXX XXXX XXXXXXXX AND XXXX IS NOT A SUBSIDIARY OF U. S. BANK THEREFORE A PROMISSORY NOTE WAS NEVER SIGNED BY MYSELF WITH U.S. BANK SO THEY FALSIFIED DOCUMENTS TO HURRY UP AND TAKE OUR HOME AND LEAVE US HOMELESS WITH THE LOAN MODIFICATION THAT I WAS FORCED TO SIGN IN XXXX THEN. U.S BANK NEVER FILED FORECLOSUE ON ORIGINAL LOAN DOCUMENTS BECAUSE I WILL REITERATE IT IS LISTED WITH THE COURTS AS A LOST MORTGAGE, I HAVE EVERY DOCUMENT FROM XXXX FOR THIS HOME WITH MY ORIGINAL SIGNATURE ON THEM. GOING BACK TO THE SAVE THE DREAM PROGRAM. IF YOU STATED UNPAID PRINCIPAL WAS {$80000.00} HOW IS IT REMOTELY POSSIBLE FOR A MODIFICATION TO BE DONE AND IT SHOW THAT UNPAID PRINCIPAL IS NOW {$84000.00}. WHATS MORE MY ORIGINAL AMOUNT OF INTEREST ON THE ORIGINAL LOAN SHOW 6.157 % THEN IT SHOW 5.5 % NOW IT SHOW 3.62 %. CONTACTED FHA AND THEY ADVISED ME TO PULL FOIA AND NO DOCUMENTS ARE FOUND FOR THIS SUPPOSE TO BE FHA/HUD HOME.THE FHA XXXXOCUMENTS THAT HAS BEEN SENT TO MY EMAIL ARE FALSIFIED THROUGH U.S. BANK FROM A REPRESENTATIVE AT U. S. BANK SENT THE DOCUMENTS TO ME. THE DOCUMENT DID NOT COME FROM FHA. I HAVE NOW INVOLVED THE FDIC, OCC, AND ARE NOW IN CONTACT WITH THE ATTORNEY 'S THAT HANDLED THE {$2.00} XXXX LAWSUIT. U.S. BANK REFUSE TO MAKE THIS RIGHT I HAVE UPLOADED DOCUMENTS THAT PROVE THEY HAVE WRONGED ME BUT THEY REFUSE TO REVIEW THESE DOCUMENTS AND INSIST THAT I KEEP SENDING THE SAME INFORMATION THAT HAS BEEN SENT TO THEM OVER AND OVER AGAIN. I HAVE SENT PROOF OF PAYMENT THROUGH BANKRUPTCY AND THEY REFUSE TO RECOGNIZE THE PAYMENTS TO STEAL A HOME THAT NEVER BELONGED TO THEM. I SHOULD NOT HAVE NOT PAID THIS BANK NOTHING NOR WENT THROUGH THE BANKRUPTCY TO SAVE THE HOME BECAUSE THEY NEVER HAD RIGHTS TO THIS HOME AT ALL THAT'S WHY THEY FILED FORECLOSURE WITH MODIFICATION DOCUMENTS QUICKLY BECAUSE THE JUDGE HAS ALLOWED U.S BANK TO SCAM AND TAKE THE HOME WITH LAWYERS THAT RESIDE IN FLORIDA. THE XXXX XXXX IS IN THE PROCESS OF RECEIVING COMPLAINTS ON ALL ATTORNEYS THAT WAS PART OF THIS DISCRIMINATIVE/WRONGFUL FORECLOSURE INCLUDING MY ATTORNEY. U.S. BANK STATED I OWED OVER {$130000.00} ON THIS HOME PER THE SHERIFF 'S DEPARTMENT AND THEY BOUGHT THE HOME FOR {$100.00} YOU HAVE TO HAVE A HORRIBLE SOUL TO TAKE A SINGLE XXXX MOTHER THROUGH THIS TYPE OF TRIUMPH. I WILL NOT STOP. IVE SENT THIS STORY TO THE NEWS AS WELL. I HAVE GONE BACK ON THE AMOUNT OF MONEY I HAVE SPENT ON ATTORNEYS AND PAYING A BANK THAT NEVER HAD RIGHTS TO A HOME THAT THE COURTS ALLOWED THEM TO SCAM AND TAKE XXXX XXXX XXXX WILL HAVE A COMPLAINT AS WELL WITH THE SUPREME COURT. NO ATTORNEY 'S OR COURTS SHOULD HAVE BEEN PART OF THIS. THIS BANK HAS COMMITTED FRAUD BEYOND THE POINT OF NO RETURN HOWEVER WEHAVE 6 WAYS TO SUNDAY AS XXXX XXXX SAY. I'M ONE THAT KEEP TAXES BACK TO XXXX. AND HAVE PROOF OF THE FORGERY PROOF OF THE UPSIDE DOWN MORTGAGE AND WHEN PRESIDENT OBAMA PUT THIS PLACE IT WAS SET IN STONE AND NOT TO BE IGNORED, I WAS ONE THAT WAS NAIVE AND WANTED SAVE MY HOME.THE BEST PART OF THIS ENTIRE ORDEAL WAS U. S BANKS ATTORNEY STATED IN THE BANKRUPTCY DOCUMENTS WHICH WE HAVE THAT I WAS 13 PAYMENTS BEHIND ON THE MORTGAGE FROM XXXXXXXX MY FIRST PAYMENT WAS DUE XX/XX/XXXXXXXX HOW IS THAT EVER POSSIBLE U.S BANK HAS PROVED INCOMPETENCE IN MANY AREAS AND UNFORTUNATELY, I WILL NOT STOP. SHERIFFS STATES EVICITON STARTS ON OR AFTER XX/XX/XXXXXXXX THAT IS FINE BUT THIS WILL NOT GO AWAY UNTIL THIS BANK ADMITS TO WRONGFULLNESS ON A LAW-ABIDING CITIZEN. U. S. BANK NEED TO PRODUCE THE ORIGNAL LOAN I SIGNED DATED XX/XX/XXXXXXXX NOTHING WAS EVER SIGNED BY ME ON XX/XX/XXXX. THAT BEING SAID THE 3 BOXES OF DOCUMENTS IN MY POSSESSION DOESN'T LIE AND THIS BANK HAS NO RIGHT TO EVER SAY THEY NEVER RECEIVED PAYMENT FROM BANKRUPTCY THESE ARE GOVERNMENT FILES WHICH I AM ALSO XXXX XXXX XXXX XXXX, AND THEY SPEAK VOLUME. U.S. BANK FILED A FORECLOSURE ON THIS PROPERTY AND STATED THEY HAVE NEVER RECEIVED A PAYMENT BUT FROM THE XXXX THE DREAM PROGRAM. MY RECEIPTS DON'T LIE. THIS BANK IS PREDJUDICE TOWARDS XXXX AND THEY HAVE PROVED THAT WITH WHAT THEY HAVE DONE. NOT TO MENTION THIS SAME HOME WERE IN WAS BOUGHT OUT OF FORECLOSURE FOR {$22000.00} SOMETHING IS WRONG AND THAT CONSUMER WAS UNDER U.S. BANK AS WELL AND HAS A LOT TO DEVULDGE. I ADVISE U. S BANK PAY ATTENTION TO THIS COMPLAINT AND NOT SEND THE SAME DOCUMENTS THEY SENT FROM THE FIRST COMPLAINT BECAUSE THAT IS DECEITFUL AND A VIOLATION OF MY FIFTH AMENDMENT RIGHT. I MUST ADD I AS WELL AM RECEIVING A STATING EVERY MONTH AND THE MATH IS NOT MATHING. SOMEONE FROM THIS BANK SENT ME A DOCUMENT THAT MULTIPLE ERRORS WERE MADE ON MY ACCOUNT AND THEY WERE IN THE PROCESS OF CORRECTING THEM AS WELL. BACK ON A STATEMENT I RECEIVED XX/XX/XXXXXXXX IT SHOW UNPAID AMOUNT {$25000.00} CONTRACTUAL AMOUNT SHOW {$25000.00} BUT NOT ONE OF THESE STATEMENTS SHOW THE MODIFICATION EVERY LAST STATEMENT SHOW OUTSTANDING PRINCIPAL XXXX THE AMOUNT U.S. BANK CLAIM I FINANCED THE HOME FOR. WHAT'S MORE I NO WITHOUT A DOUBT U.S. BANK NEVER OWNED THIS LOAN BECAUSE IT DOES NOT APPEAR ON MY CREDIT REPORT AND THE FORECLOSURE BETTER NOT EVER SHOW UP OR ANOTHER LAWSUIT WILL BE FILED AND EVERYONE, I'M WORKING WITH WILL SEE TO IT. THIS IS MY LIFE THAT THIS BANK IS MESSING WITH AND XXXX XXXX AND BEEN IN AND OUT THE HOSPITAL BECAUSE OF THIS BANK FOR THE FOULNESS THEY HAVE COMMITTED I NOW HAVE TO HAVE XXXX IN XXXX BECAUSE OF THE STRESS THAT THIS BANK HAS TAKEN MY FAMILY THROUGH PAIN AND SUFFERING IS AT THE POINT OF NO RETURN THE NOTICES PUT ON MY DOOR HAS CAUSED MANY AILMENTS I'VE NEVER HAD IN MY LIFE.LACK OF SLEEP SITTING UP WORRIED ABOUT MY GIRLS I RAISED ON MY ON SINGLE PARENT THAT IS XXXX SINGLE AND XXXX TAKING FROM SOMEONE THAT HAS NOTHING GOING TO PANTRIES TO FEED MY FAMILY BECAUSE OF THE MONEY I'VE HAD TO PAY TO KEEP A ROOF OVER OUR HEAD HOLES IN MY SHOES BECAUSE MY GIRLS COME FIRST A XXXX TREE WITHOUT GIFTS HOPING WE HAVE A ROOF BECAUSE ATTORNEYS COST WHOLE PAY CHECK GOING TO BANKRUPTCY AND THIS BANK HAS THE NERVE TO SAY THEY NEVER RECEIVED NOT ONE PAYMENT. SENDING THIS COMPLAINT TO THE NEWS AS WELL. \n\nCPFB YOUR NEEDED FOR THIS COMPLAINT AND NOT TO JUST SEND TO THIS CROOKED BANK. WHEN THEY WERE FRAUDING FROM XXXXXXXX OR MOR AND THIS LOAN IN DEFINITELY PART OF THE {$200.00} XXXX CASE OFFICE OF PUBLIC AFFAIRS DOESN'T LIE.","date_sent_to_company":"2024-01-05T18:45:38.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"441XX","tags":"Servicemember","has_narrative":true,"complaint_id":"8073043","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2023-12-29T03:27:44.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["BANKS BANKRUPTCY DEPARTMENT ACKNOWLEDGED THE BANKRUPTCY AND SENT A LETTER STATING SUCH THIS LETTER IS ALSO IN MY POSSESSION.WHEN SAVE THE DREAM REACH OUT TO U.S BANK WHICH EVER ENTITY THESE DOCUMENTS WENT TO THEY ADVISED THE PROGRAM OF A FALSIFIED DELIQUENT AMOUNT AND AN UNPAID PRINCIPAL OF {$80000.00}. U. S."]},"sort":[13.4475,"8073043"]},{"_index":"complaint-public-v1","_id":"3137438","_score":13.353654,"_source":{"product":"Mortgage","complaint_what_happened":"My Mortgage originated with XXXX XXXX who mishandled my loan, and denied me a loan modification. They only allowed me a modification after the CFPB fined them for faulty practices, and me filing bankruptcy to retain my home. XXXX added excessive fees to my account, that I'm still currently paying. XXXX then sold my account to Freedom mortgage, now I'm unable to get documentation to dispute the validity of the fees associated with my account.\n\nFreedom Mortgage took over my account I believe on XX/XX/XXXX. Since then they have improperly handled my account, and I've continually received the run around from their customer representatives. I've called numerous times regarding my Escrow account being mishandled. I've received several responses regarding when an escrow analysis is done for my state. I've been told that my analysis is done in XX/XX/XXXX, then I've been told that it is done in XX/XX/XXXX. Several times there has clearly been an overage in my Escrow account, and Freedom continually finds ways to hold on to my over payments. I've requested for my account to have an off schedule analysis done, and have been refused. Each representative telling me they will email their supervisor to perform the request, only to have no further word on the outcome. To try to offset Freedom from holding on to my much needed monies, I switched insurance providers to ensure that everything comes out at the beginning of the year. My new homeowners insurance was significantly less than what I originally was paying. I contacted Freedom again to request that they review my Escrow account in an attempt to offset overpaying into the Escrow. In addition Freedom sent me correspondence acknowledging my new insurance premium, and stated it was paid in full. The letter also requested that I submit any insurance refund that I receive from my previous insurance to them.I asked the representative why I would submit funds that I already paid for in full to them, and was unable to get an explanation. I then again asked the representative for an off schedule analysis, and she stated she could only email her supervisor. While reviewing my account I also noticed that Freedom mortgage made an additional insurance disbursement. The representative couldn't explain to who or why this was done, so she transferred me to their insurance department. After talking to the insurance department the representative stated this was to my insurance company who was reporting a change to my policy. I requested that this agent, contact my insurance company with me on the phone. I never spoke with my insurance company as she promised, but was told that the amount was supposed to be a credit to me. After hearing this I asked the agent why Freedom would disburse monies from my account without verifying the reasons, especially when this was a credit to me. All I received was a \" sorry '' and that she was placing a stop payment on the disbursement check. I'm very concerned with the handling/mishandling of my account and the lack of accountability and transparency being demonstrated by this company. If I was capable I would refinance, just to get away from this company.","date_sent_to_company":"2019-01-30T18:07:43.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"53219","tags":null,"has_narrative":true,"complaint_id":"3137438","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2019-01-30T17:19:13.000Z","state":"WI","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":["In addition Freedom sent me correspondence acknowledging my new insurance premium, and stated it was paid in full. The letter also requested that I submit any insurance refund that I receive from my previous insurance to them.I asked the representative why I would submit funds that I already paid for in full to them, and was unable to get an explanation. I then again asked the representative for an off schedule analysis, and she stated she could only email her supervisor."]},"sort":[13.353654,"3137438"]},{"_index":"complaint-public-v1","_id":"4432463","_score":13.302195,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX, XXXXI began to try to resolve the problem of a lien on our home from mortgage from XXXX that had multiple servicing transfers and found to be held by Ally Bank. I was told many different classifications of this loan by multiple Ally CSRs, i.e. it is 120 days past due, there is no payment history, I need to talk to the default department, it's a charged off account, it's in the Bankruptcy Dept. After speaking with the Bankruptcy Dept. I was told they would send me a payoff statement and they had no other information and I should contact the bankruptcy attorney. I explained that they do not have any records because it had been discharged 11 years ago. Did not receive any information and made a post on XXXX. XX/XX/XXXX called and was given an Executive Resolutions Analyst an employee said she would call me. XX/XX/XXXX to XX/XX/XXXX no return calls. XX/XX/XXXX called and asked CSR to send message to analyst. XXXX, called number on XX/XX/XXXX letter left VM. XXXX called and left VM. XXXX called and left VM. XX/XX/XXXX called and left VM. XX/XX/XXXX called left VM, then XX/XX/XXXX, and XX/XX/XXXX. XX/XX/XXXX called original CSR number and asked for a secure message to be sent to analyst. Analyst calls back and states that loan has been charged off and I need to call XXXX to contact Ally about permissions for them to discuss subordination and she would talk to her boss about how to proceed and call me back that Friday by XXXX. XX/XX/XXXX to XX/XX/XXXX no return call from analyst. XX/XX/XXXX called main number transferred to another department asked them to send message to analyst. XX/XX/XXXX through XX/XX/XXXX called everyday leaving a message for analyst. XX/XX/XXXX she calls telling me she is moving to have the loan extinguished and will call that Thursday to confirm. XX/XX/XXXX she calls stating that I need to make an offer in order to settle and fax that to her. I made and faxed the offer which she acknowledged through email that day ( XX/XX/XXXX ) She states that she will have an update in 5-7 business days. XX/XX/XXXX still no response so I called main number to leave her a message the CSR said he had instant messaged her and she said that she had not heard back from the negotiator and will contact me in 48 hours. XX/XX/XXXX still no contact and I called again speaking with the same CSR and he states that I just need to cooperate with Loss Mitigation and I said that is not what was told to me and I have given what the analyst asked for and please have her call me. He insisted that we should just work together and I went on to explain just how long this has been going on and it has already cost us a Home Equity loan and is in danger of costing us a mortgage with XXXX because Ally will not do what it said it would do to close out this problem. XX/XX/XXXX I complained on XXXX again and received a VM from a different analyst asking if there was anything she could do or answer any questions. In the meantime the mortgage we applied for with XXXX has been taken out of processing because Ally will not resolve this situation. XXXX left a message with XXXX analyst, called presidential complaint line-left VM, called Loss Mitigation, called numbers on two letters left VM and talked to CSR who sent messages to 1st analyst, 2nd analyst, and employee on loss mitigation letter. Called the main number ad spoke with 2 other CSRs asking to speak with a supervisor or manager and was told there is no transferring and someone would call me in 24-48 hours and another who said a general CSR manager can not help me because the loan is in collections so it would have to be a collections manager and they've escalated my case and have until XXXX to call me back. I'm not naming names but if you look at the letters and phone logs they are all there or their employee numbers. We need help immediately, please and thank you.","date_sent_to_company":"2021-06-04T16:36:34.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"029XX","tags":null,"has_narrative":true,"complaint_id":"4432463","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2021-06-04T15:47:14.000Z","state":"RI","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":["XXXX left a message with XXXX analyst, called presidential complaint line-left VM, called Loss Mitigation, called numbers on two letters left VM and talked to CSR who sent messages to 1st analyst, 2nd analyst, and employee on loss mitigation letter."]},"sort":[13.302195,"4432463"]},{"_index":"complaint-public-v1","_id":"7952981","_score":12.686684,"_source":{"product":"Mortgage","complaint_what_happened":"This complaint concerns a series of alleged mishandlings and communication failures by Fay Servicing , LLC, regarding my mortgage account and associated loss mitigation efforts. Since XX/XX/XXXX, I have been actively engaged in attempting to prevent the foreclosure of my property through various loss mitigation avenues, including loan modification requests, applications for assistance through the Texas Homeowner Assistance Fund ( TXHAF ), and filing for bankruptcy. \n\nThe key allegations are as follows : Lack of Responsiveness : Throughout multiple interactions, Fay Servicing has exhibited a pattern of failing to respond to communications and requests in a timely and effective manner. This includes not acknowledging receipt of critical documents and failing to provide necessary updates on the status of loss mitigation applications. \n\nMismanagement of Payments : Payments made towards the reinstatement amount, specifically a wire transfer of {$3800.00}, were not reflected in the account in a timely fashion, leading to inaccurate account statements and impacting eligibility for assistance programs. \n\nInaccurate Reporting : There have been multiple instances of discrepancies in the reinstatement amounts provided by Fay Servicing. These inconsistencies have resulted in the denial of the TXHAF grant, which had a cap of {$65000.00}, due to reported amounts exceeding this limit. \n\nLack of Transparency : There has been a significant lack of clarity and transparency regarding the status of assistance applications, the reasons for the denial of loss mitigation options, and the criteria used for decision-making. \n\nNegligence in Handling Assistance Programs : Despite the availability of the HAF program as a potential avenue for loss mitigation, Fay Servicing failed to consider it as an option in their communications or include it in the loss mitigation analysis until after the program had closed to new applicants. \n\nNon-Compliance with Requests for Information : Despite multiple qualified written requests for a complete account history and other important account details, Fay Servicing has either claimed non-receipt of such requests or failed to provide the requested information within the regulatory time frame. \n\nPotential Manual Alteration of Account Figures : There is an allegation that manual changes to the account figures have been made by Fay Servicing representatives, which have adversely affected the eligibility for grant assistance.\n\nDismissal of Filed Complaints : A formal complaint filed with the Department of Savings and Mortgage Lending resulted in a determination of \" insufficient evidence, '' despite the provision of what I believe to be clear evidence of the lender 's violations.\n\nIn light of these issues, this complaint seeks a thorough investigation by the CFPB into Fay Servicing 's practices, an audit of my account, and a review of the loss mitigation process to ensure compliance with federal regulations and to address the potential harm caused by these alleged actions. \n\nTimeline of Events : Timeline of Events : XXXX. XX/XX/XXXX : Contacted XXXX XXXX XXXX at XXXX, Extension XXXX, an account manager with Fay Servicing. Requested a reinstatement amount and expressed interest in a loan modification. \n\nXXXX. XX/XX/XXXX : Received a letter from Fay outlining the loss mitigation application, stating that all required documents must be submitted by XX/XX/XXXX. \n\nXXXX. XX/XX/XXXX : Submitted an application for the TXHAF program. TXHAF representative said they will request for the foreclosure to be delayed, but ultimately it is lenders choice. \n\nXXXX. XX/XX/XXXX, XXXXXXXX XXXX : Uploaded completed loss mitigation application and documents to XXXX, received email confirmation of document receipt. \n\nXXXX. XX/XX/XXXX, XXXXXXXX XXXX : Called XXXX to confirm document receipt and discussed the deadline for application. To provide tangible evidence of the deadline date mentioned in the letter, I emailed a copy of the letter sent by XXXX to her email address at XXXX. Application shows denied in the portal with no reason. \n\nXXXX. XX/XX/XXXX, XXXXXXXX XXXX : Called XXXX again, and she indicated her intention to help by forwarding my request for a loan modification to two other managers named XXXX XXXX and XXXX XXXX. XX/XX/XXXX : Contacted XXXX to inquire about the progress of the loss mitigation application. I also uploaded a copy of the deadline letter to the portal, ensuring that the other managers had access for their review. The portal 's activity history confirms that the submission was reviewed but subsequently denied. \n\nXXXX. XX/XX/XXXX : I called XXXX at XXXX XXXX to inquire if she could continue to advocate on my behalf and have the second manager review my case. However, the portal records show that the request for loss mitigation was reviewed and denied on the same day. \n\nXXXX. XX/XX/XXXX : Sent an email to XXXX requesting updates but received no response. \n\nXXXX. XX/XX/XXXX : Filed for bankruptcy as a last-ditch effort to prevent foreclosure. \n\nXXXX. XX/XX/XXXX, XXXX, XXXX, and XXXX : Requested an updated reinstatement amount from Fay. Bankruptcy attorney 's paralegal also contacted Fay for an updated reinstatement figure on XX/XX/XXXX. \n\nXXXX. XX/XX/XXXX : Fay claimed to have contacted TXHAF to verify records for the HAF program. \n\nXXXX. XX/XX/XXXX : Received an email from TXHAF informing that Fay has been funded and to continue to proceed with a loan modification program. Account marked as a loan modification program, preventing them to fund the account for a full reinstatement due to incorrect type of program. \n\nXXXX. XX/XX/XXXX : Spoke with XXXX XXXX ( Account Manager ) about the designation issue, requesting the account be changed to a reinstatement program. \n\nXXXX. XX/XX/XXXX, XXXX, and XXXX : Continued contacting Fay for an update on the reinstatement amount and the program designation. \n\nXXXX. XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX : Contacted TXHAF to inquire about the program status. \n\nXXXX. XX/XX/XXXX : Uploaded the amount due for XXXX, sent an email to the case worker regarding the escrow issue. \n\nXXXX. XX/XX/XXXX : Spoke with Fay 's representative for XXXX minutes, inquiring about the progress of the HAF program and the program designation change from a loan modification to a reinstatement. \n\nXXXX. XX/XX/XXXX : The program was finally changed to the reinstatement program. \n\nXXXX. XX/XX/XXXX : XXXX XXXX from TXHAF left a message expressing that Fay was not responding. \n\nXXXX. XX/XX/XXXX : Wrote a letter to XXXX explaining concerns and inability to expedite the process further, uploaded the letter to the portal. Also contacted Fay to urge them to communicate with TXHAF. \n\nXXXX. XX/XX/XXXX : Received an email notifying that the TXHAF grant had been denied due to exceeding the {$65000.00} allowance limit. \n\nXXXX. XX/XX/XXXX : Contacted Fay, who provided a verbal reinstatement cost of {$66000.00}, which exceeded the {$65000.00} allowance by {$1500.00}. \n\nXXXX. XX/XX/XXXX : Wired {$3800.00} to Fay to bring the account 's total below the {$65000.00} limit based on the figures provided verbally by Fay. Uploaded an image of the wire proof. \n\nXXXX. XX/XX/XXXX : Fay stated they have contacted TXHAF to confirm {$3800.00}. Bankruptcy court date to continue with the bankruptcy or not. I have requested the attorney to dismiss the bankruptcy because TXHAF will approve the grant as long as it is under the {$65000.00} limit. The {$3800.00} will bring it under the allowance limit. Fay stated in writing that they spoke to TXHAF and confirmed they have received the {$3800.00}. \n\nXXXX. XX/XX/XXXX : Contacted Fay, who stated there was no record in the system showing the wire transfer of {$3800.00}. \n\nXXXX. XX/XX/XXXX and XXXX, XXXX : Made subsequent calls to Fay, and each time, they stated they had not received the wire transfer. \n\nXXXX. XXXX statement : Indicates that {$64000.00} must be wired by XX/XX/XXXX to bring the loan current. XXXX also indicate {$63000.00} was previously due for account to be reinstated. This was also confirmed by a represented that that was the amount that was due and was good up to XX/XX/XXXX. \n\nXXXX. XX/XX/XXXX : Contacted Fay to request an update on the grant status. Received no confirmation from TXHAF regarding the {$3800.00}. \n\nXXXX. XX/XX/XXXX : Contacted Fay to inform them that TXHAF was still awaiting the reinstatement figures to complete the application. \n\nXXXX. XX/XX/XXXX : TXHAF updated the reinstatement amount provided by Fay to be {$68000.00} to reinstate the account. \n\nXXXX. XX/XX/XXXX : Received an email informing that the TXHAF grant had been denied. The requested updated reinstatement amount by Fay now stands at {$73000.00}. It is important to note a Fay represented confirmed they had manually changed figures on the statement which resulted in the grant to be denied. \n\nXXXX. XXXX mortgage statement : Displays {$71000.00}, still excluding the {$3800.00} credit that should reflect in the unapplied suspense account. \n\nXXXX. XXXX mortgage statement : Fails to show the {$3800.00} credit, and the reinstatement cost had been reduced to {$68000.00}. The advanceable corporate advances has now been remove after the grant denial from the reinstatement figure. \n\nXXXX. XX/XX/XXXX : The mortgage statement finally shows the {$3800.00} payment, wired XXXX months earlier, resulting in a reinstatement cost of {$71000.00}. \n\nXXXX. XX/XX/XXXX : XXXX from Fay contacted me to inquire about my intentions with the property but ended the call abruptly upon hearing the word \" attorney. '' XXXX. XX/XX/XXXX : Fay initiated foreclosure proceedings on my property. \n\nXXXX. XX/XX/XXXX : Applied for the TXHAF grant just before the closure of new applications. \n\nXXXX. XX/XX/XXXX : TXHAF confirmed the application was completed. Filed a formal complaint with the Department of Savings and Mortgage Lending against Fay Servicing for lack of transparency and communication issues. \n\nXXXX. XX/XX/XXXX : Sent a qualified written request ( QWR ) to Fay Servicing for a complete account history and other details, which was confirmed delivered by USPS, but XXXX reported not having received it. \n\nXXXX. XX/XX/XXXX : Received an email from the Texas Homeowner Assistance Fund Team indicating that the application had moved to the final stage of funding and was waiting for a response from Fay Servicing. \n\nXXXX. XX/XX/XXXX : Called Fay for an update on HAF and the QWR but was informed there was no record of the request. Sent another QWR to Fay Servicing. \n\nXXXX. XX/XX/XXXX : Communicated the ongoing issues with Fay and TXHAF, who advised to continue dealing directly with Fay Servicing. \n\nXXXX. XX/XX/XXXX : Sent a letter to Fay Servicing urging them to respond to TXHAF to finalize the application XXXX. XX/XX/XXXX : Sent another letter to Fay Servicing requesting an update on the HAF application and to expedite the process. \n\nXXXX. XX/XX/XXXX : Spoke with Fay 's representative, and discussed the delayed reflection of the {$3800.00} payment and confirmed discrepancies in previous reinstatement amounts. \n\nXXXX. XX/XX/XXXX : Completed a loss mitigation application through Fay 's portal. \n\nXXXX. XX/XX/XXXX : TXHAF portal updated with a reinstatement amount request from Fay of {$89000.00}. \n\nXXXX. XX/XX/XXXX : Received a letter from XXXX XXXX, a new account manager at Fay, indicating ineligibility for loss mitigation options and discrepancies in the reinstatement amount. \n\nXXXX. XX/XX/XXXX : Received a letter from XXXX XXXX at Fay stating that a completed loss mitigation application was on file and an update would be provided within 30 days. \n\nXXXX. XX/XX/XXXX : Fay sent a letter indicating a need for additional time to respond to the QWR sent on XX/XX/XXXX, and promised a written response within XXXX business days. \n\nXXXX. XX/XX/XXXX : Filed an appeal to the loss mitigation application denial with Fay Servicing. \n\nXXXX. XX/XX/XXXX : Received a response to the QWR from Fay Servicing, which contained multiple discrepancies from previous statements that was provided to The Texas Department of Loan and Savings","date_sent_to_company":"2023-12-05T23:49:57.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"75068","tags":null,"has_narrative":true,"complaint_id":"7952981","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2023-12-05T22:49:59.000Z","state":"TX","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["XX/XX/XXXX : Fay stated they have contacted TXHAF to confirm {$3800.00}. Bankruptcy court date to continue with the bankruptcy or not. I have requested the attorney to dismiss the bankruptcy because TXHAF will approve the grant as long as it is under the {$65000.00} limit. The {$3800.00} will bring it under the allowance limit. Fay stated in writing that they spoke to TXHAF and confirmed they have received the {$3800.00}. \n\nXXXX."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"]},"sort":[12.686684,"7952981"]},{"_index":"complaint-public-v1","_id":"3801846","_score":12.66329,"_source":{"product":"Mortgage","complaint_what_happened":"There is money missing from my escrow account and the mortgage company increased my mortgage payment by XXXX per month stating I had a shortage of XXXX in my escrow account in the Escrow Review Statement sent XX/XX/XXXX. At the time I received the statement I called as the actual Statement they sent made no sense. The projected escrow balance showed a deficiency, but the actual account activity showed a surplus based on ACTUAL DEPOSITS into my escrow account. I called multiple times, got various answers that were all different from those previously received. Mr. Cooper than ran another Escrow Review on XX/XX/XXXX showing a shortage of XXXX with an increased payment of XXXX per month. This statement as well showed the projected escrow having a deficiency, but the actual account activity showed a surplus based on ACTUAL DEPOSITS into my escrow account. I had also received Escrow statements prior to this that showed a surplus and received an Escrow Refund check in the amount of XXXX XX/XX/XXXX because there was a surplus in my account. \nIn XX/XX/XXXX I successfully completed my Chapter XXXX Bankruptcy that included my mortgage. In XX/XX/XXXX, Mr. Cooper 's attorney filed a document with the Bankruptcy Court stating there was a XXXX balance owed on my account including all pre and post petitions fees, charges, escrow, etc. \nOn XX/XX/XXXX of XXXX Mr. Cooper called and said that I still owed took approximately XXXX of my XXXX mortgage payment. I advised I made a full mortgage payment on XX/XX/XXXX and was then told that part of it was applied to some balance they said I had but couldn't tell me what it was. \nI received a ledger from Mr. Cooper showing multiple withdraws, deposits and adjustments on my account that you can not track or trace. There are appoximately 162 adjustments made to my account on that ledger on XX/XX/XXXX. \nI have spent hours over the past 6 months trying to resolve this on my own. My last point of contact at Mr. Cooper was a women by the name of XXXX XXXX who is an Escrow Specialist. I had been working with her for the past 2-3 months to get this resolved. She has communicated with me on multiple occasions and acknowledge there is a huge discrepency with my account and that the money can not be traced based on my ledger and said She has stated that she has reached out to multiple different departments trying to get explanations and information and that she is not getting a response and advised that she had gotten her supervisor XXXX XXXX involved to escalate the matter to get answers and a resolution. Up until XXXX and weeks ago, XXXX was communicating with me on a weekly basis to advise that she was still working on it and was still having trouble getting explanation or answers but again acknowledge there was a huge discrepancy and problem. \nOn XX/XX/XXXX on my Mr. Cooper portal, it shows an escrow adjustment payment posted to my account in the amount of {$4500.00} and then the same day it is withdrawn again. No explanation. \nSince then there has been 0 correspondence. I have attempted to contact XXXX multiple times in the past 3 weeks. Her phone goes to voicemail and then I am transferred to an operator as it states that she is not accepting voicemails at this time. So 5 different times in the past 2 weeks I have been transferred to an operator and been told XXXX is unavailable and they arent sure why. So Ive requested to speak to her supervisor XXXX XXXX. Each time I have been told she is unavailable or in a meeting and have left a message for her to call me and been advised that I would receive a call back in 24-48 hours. I also got her direct phone number and have left voicemails with her explaining who I am, what it is regarding and asking for a call back. As of today XX/XX/XXXX I have not received a return call. \n\nI have continued making the increased monthly mortgage payments and is affecting my ability to refinance until this is resolved. Both have caused significant impact to my financial situation emotional stress as well as hours of time lost trying to address and resolve. \nI feel like there is blatant disregard to address and resolve the situation and even wonder if theft/fraud or misappropriation of funds has occurred. I have exhausted XXXX XXXX possible trying to get this resolved directly with Mr. Cooper. \n\nAny help in resolving this and recovering my money would be much appreciated. \n\nI am attaching the Escrow Statements from XXXX, XXXX, XXXX, XXXX, Response to Final Cure Payment XXXX, Transacton History XXXX through XXXX, my Bankruptcy Payments Ledger and the Posted Payment History for the past 12 months as well as the letter I received from Mr. Cooper XXXX when I was told I owed the additional XXXX in XX/XX/XXXX. \n\nPlease let me know if I can provide anything further. I can be reached directly at XXXX or via email at XXXX Thank you","date_sent_to_company":"2020-08-18T19:26:04.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"80601","tags":null,"has_narrative":true,"complaint_id":"3801846","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2020-08-18T19:16:19.000Z","state":"CO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["She has communicated with me on multiple occasions and acknowledge there is a huge discrepency with my account and that the money can not be traced based on my ledger and said She has stated that she has reached out to multiple different departments trying to get explanations and information and that she is not getting a response and advised that she had gotten her supervisor XXXX XXXX involved to escalate the matter to get answers and a resolution."]},"sort":[12.66329,"3801846"]},{"_index":"complaint-public-v1","_id":"2749228","_score":12.452202,"_source":{"product":"Mortgage","complaint_what_happened":"I believe the easiest way to explain what has happened is to copy and paste my response to the summons I received regarding Pacific Union 's intent to foreclose on my property : XX/XX/XXXX Re : Case # XXXX Response to Plaintiffs Claim in re : Case # XXXX In the case of Pacific Union v., known as Case # XXXX, please consider this my official response in regard to the claims made by the defendant. \n\n1 ) On XX/XX/XXXX, I began the official process of requesting a loan modification from Pacific Union. This request was in guidelines for receiving a loan modification from Pacific Union and from XXXX XXXX as the request was 2 years past the original loan modification as indicated by Pacific Union in the complaint. This request was submitted electronically and confirmed received by Pacific Union. \n\n2 ) Between XX/XX/XXXX and the month of XX/XX/XXXX, I was repeatedly asked to resend information in which Pacific Union had already confirmed electronically received. Subsequent conversations and electronic communication verifies this, as well as written requests from Pacific Union. Additionally, Pacific Union had asked for proof of my bankruptcy discharge, which was also sent. \n\n3 ) All requests made by Pacific Union were met by me within their allotted time frame. I received confirmation from Pacific Union that all documentation had been met and that a loan modification was in process. I was told that the modification was within the Underwriters approval and that I would hear from them shortly in regards to the terms of the modification. \n\n4 ) Months passed and I had kept in constant electronic communication, as well as phone calls with various retention specialists as to the progress of my modification. I was constantly told that it was still within the review process. \n\n5 ) After multiple attempts to determine the status of my modification, I resubmitted the entire package on XX/XX/XXXX. \n\n6 ) In a letter received from Pacific Union dated XX/XX/XXXX they had requested additional information to be received within 14 days of their letter. On XX/XX/XXXX I sent the additional information as requested within the time frame of their request. \n\n\n\n7 ) In an additional letter received from Pacific Union dated XX/XX/XXXX, Pacific Union requested additional information. It is of note that their letter is dated XX/XX/XXXX and that it was received a full two weeks later after the date of the letter and that within the framework of their letter they state that the additional information requested is due on XX/XX/XXXX. Given that the information they requested was already received electronically and confirmed to be received, the fact that they requested information by XX/XX/XXXX and having not even sent the request until their own acknowledged date of XX/XX/XXXX, suggests that there was a willful intent to disqualify me from additional modification assistance. This practice, along with multiple letters with multiple deadline dates also suggests that there was a willful attempt to be misleading, cause confusion, delay the process of modification until they could process a foreclosure against myself and the property. \n\n8 ) In a letter dated XX/XX/XXXX, Pacific Union indicated that they had received my request, once again, and that they needed additional documentation. This letter included a deadline very specifically of XX/XX/XXXX. As of the date of this summons response, this deadline date has not passed. \n\n9 ) On XX/XX/XXXX, I sent the documentation, as requested to Pacific Union electronically and received confirmation that it had been received by Pacific Union. \n\n10 ) On XX/XX/XXXX, I received a certified letter from Pacific Union stating that they are now suing me for the mortgage balance. This date is noteworthy in that Pacific Union has stated unequivocally in their own letter as referenced in Item # 8 that I had until XX/XX/XXXX to comply with their additional request of information. \n\n11 ) To date, I have not received any confirmation or denial officially of either of my loan modification requests. As to my knowledge, the first request, made back in XX/XX/XXXX may even still be within the Underwriting Department awaiting official approval or denial. \n\n\n\nIt is in my opinion that Pacific Union has shown a willful and malicious intent to confuse, delay and ultimately deny any and all attempts by me to gain a mortgage modification which would allow me to retain occupancy of the property and to alleviate any back due mortgage payments, interests and lawyer fees. \n\nIt is also my opinion that Pacific Union may be in violation of the Federal Law which prohibits Dual Tracking. \n\nI am asking that the court suspend any further foreclosure proceedings by Pacific Union Financial until a settlement conference can take place between myself and Pacific Union Financial. I will officially request a settlement conference of the court with my next correspondence. \n\nIt is also my intent to pursue legal action and retain legal counsel against Pacific Union and to possibly file a suit in regards to Dual Tracking and Unfair Competition as allowed by Indiana Law. \n\nI also intend to submit a formal complaint to the Consumer Financial Protection Bureau in regards to what I feel is a violation of the Dodd-Frank Act.","date_sent_to_company":"2017-12-07T14:27:38.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"46307","tags":null,"has_narrative":true,"complaint_id":"2749228","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Pacific Union Financial, LLC","date_received":"2017-12-07T14:17:16.000Z","state":"IN","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I sent the additional information as requested within the time frame of their request. \n\n\n\n7 ) In an additional letter received from Pacific Union dated XX/XX/XXXX, Pacific Union requested additional information. It is of note that their letter is dated XX/XX/XXXX and that it was received a full two weeks later after the date of the letter and that within the framework of their letter they state that the additional information requested is due on XX/XX/XXXX."]},"sort":[12.452202,"2749228"]},{"_index":"complaint-public-v1","_id":"3369166","_score":12.27845,"_source":{"product":"Mortgage","complaint_what_happened":"Re : Loan XXXX Address : XXXX XXXX XXXX XXXX XXXX, Ca XXXX To All Concerned ; I am the current owner of XXXX XXXX XXXX XXXX, XXXX Ca XXXX ( The Subject Property ) mentioned above. I have incurred substantial financial losses in an effort to cure my mortgage debt. The purpose of this letter is to inform the [ bank ] and initiate a dialogue, seeking remedy for excess fees I incurred as a result of the Banks error. The financial losses I am seeking to remedy, initiated during my Bankruptcy filing which was extended due to the banks error. Please rest assured I am not implying intentional error on the [ Banks ] part, rather it is my fiduciary responsibility to attempt to redeem what I am sure you will find is a fair claim. The details of my claim are listed below : - XX/XX/XXXX, I took ownership of the property and dealt with Nationstar. Exhibit 1 I have been involved in a Chapter XXXX Reorganization, and this property was included in the filing. \n\n- XX/XX/XXXX- I was ordered to make payments to XXXX XXXX for this mortgage. The payments were sent as directed and addressed in the Court Order. XXXX XXXX, returned the checks uncashed. Exhibit 2 After several attempts to pay, XXXX XXXX asked that I please STOP sending payments and stated they would help clarify the correct address and payee. Mr. Cooper was the new servicer, but their agents refused to acknowledge me as the property owner, thus refusing to give me access to the account. Exhibit 3 I have made several attempts to rectify this. However, until this day, Mr. Cooper does NOT acknowledge my ownership of the property. Exhibit 4 - XX/XX/XXXX- The property went through an extensive remodel, in preparation for sale once the Court confirmed the Chapter XXXX reorganization. Monies for repairs and remodel are still owed to the contractor who is expecting to be paid through Escrow. Exhibit 5. The property was in poor condition at the onset of the Bankruptcy Filing, see appraisals. In order to make the property more marketable, repairs and upgrades were very necessary. The equity that was gained due to these repairs have been negated by the extra costs incurred. \n\n- XX/XX/XXXX- Mr. Coopers ( XXXX XXXX ) attorney filed a Motion with the Court, requesting a Dismissal of my case given the lack of payment to them. Even though I had documented that the payments were sent but returned by the XXXX XXXX. In turn, the judge converted my case to a Chapter XXXX Liquidation. Exhibit 6 - XX/XX/XXXX, Prior to XXXX XXXX opposition, a unit in the subject property had remained vacant, making it more appealing and salable, at the conclusion of the Chapter XXXX. Once the Filing was Converted to a Chapter XXXX, with the sale no longer an option, I rented out that unit to a young family with a XXXX child. I am now liable to pay Relocation of {$17000.00}, to that family in order to vacate the unit and sell the property. Exhibit 7. Had XXXX XXXX not filed the opposition, I would have sold the property with a vacant unit and achieved a better financial result. \n\n- XX/XX/XXXX- During the Chapter XXXX process, the Chapter XXXX Trustee attempted to Extort me for a large amount of money while perjuring himself. Charges have been filed against him. Currently the Department of Justice, the US Trustees Office and the Ca State Bar Association are investigating the matter. He took over the XXXX Property and collected the rents in the amount of {$15000.00}. Exhibit 8. The Trustee demanded an excessive settlement payment from me in order to allow me to keep my properties. \n\n- XX/XX/XXXX- The case has been re-converted to a Chapter XXXX. I incurred approximately {$24000.00} in additional Legal Fees directly related to the delay caused by XXXX XXXX opposition to my filing. Exhibit 9 Your attorney can confirm that {$54000.00}, via Cashiers Check, was paid to Mr. Cooper in court bringing my mortgage current. The past due balance was demanded and paid despite the fact that I was NOT allowed to collect rents. \n\n- XX/XX/XXXX, At the present time, I would like to sell off the property and pay my debts incurred. The Lawyer is expecting the balance of his fees due to be paid through Escrow, and the contractor will need to be paid for the services provided. In addition, tenants are expecting their relocation monies. I just want to walk away from this property and recover some of my losses.","date_sent_to_company":"2019-09-12T13:53:17.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"90660","tags":null,"has_narrative":true,"complaint_id":"3369166","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2019-09-10T14:16:37.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The payments were sent as directed and addressed in the Court Order. XXXX XXXX, returned the checks uncashed. Exhibit 2 After several attempts to pay, XXXX XXXX asked that I please STOP sending payments and stated they would help clarify the correct address and payee. Mr. Cooper was the new servicer, but their agents refused to acknowledge me as the property owner, thus refusing to give me access to the account. Exhibit 3 I have made several attempts to rectify this."]},"sort":[12.27845,"3369166"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":71,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":71}]}},"product":{"doc_count":71,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":44,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":20},{"key":"FHA mortgage","doc_count":12},{"key":"VA mortgage","doc_count":4},{"key":"Other type of mortgage","doc_count":3},{"key":"Conventional fixed mortgage","doc_count":2},{"key":"Home equity loan or line of credit (HELOC)","doc_count":1},{"key":"Other mortgage","doc_count":1},{"key":"Reverse mortgage","doc_count":1}]}},{"key":"Debt 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