{"took":221,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":35,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5640953","_score":23.539165,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/2022 Under contract on a home purchase, {$280000.00} home, 5 % downpayment. Set to close on XX/XX/2022. \nXX/XX/2022 1st loan estimate was issued- {$5200.00} in closing costs. Transfer taxes are not listed, the underwriting fee is not listed, and the Services you can shop for are severely underquoted. Initial escrow payment is listed at 2 months of homeowner 's insurance and 3 months of property taxes. \nXX/XX/2022 2nd loan estimate was issued- {$7300.00} in closing costs. Points were added. Transfer taxes are not listed, the underwriting fee is not listed, and the Services you can shop for are severely underquoted. Initial escrow payment is listed at 2 months of homeowner 's insurance and 3 months of property taxes. \nXX/XX/2022 3rd loan estimate was issued- {$7300.00} in closing costs. Transfer taxes are not listed, the underwriting fee is not listed, and the Services you can shop for are severely underquoted. Initial escrow payment is listed at 2 months of homeowner 's insurance and 3 months of property taxes. \nXX/XX/2022 4th loan estimate was issued- {$7600.00} in closing costs. Added co-borrower to financing and raised downpayment to 20 %. Transfer taxes are not listed, the underwriting fee is not listed, and the Services you can shop for are severely underquoted. Initial escrow payment is listed at 2 months of homeowner 's insurance and 3 months of property taxes. Total cash to close was quoted at {$60000.00}. \nXX/XX/2022 The closing company sends the initial XXXX to Delmar XXXX. This XXXX did not include a full year of escrow taxes because this happens when the bank comes back to the closing company to balance all of the fees. The closing company does not know if the bank will only collect escrow for a few months or if they will require a full year of taxes. \nXX/XX/2022 I receive XXXX from the closing company. There is a {$5700.00} discrepancy between the XXXX and loan estimates. \nXX/XX/2022 I sent XXXX to Delmar XXXX. The realtor and I realize the majority of the discrepancy is coming from Lender 's Title Insurance and Transfer Taxes. \nXX/XX/2022 The realtor called Delmar and told them about the discrepancies, asking for the compliance department to review the loans. I receive a phone call from the Delmar XXXX loan officer, we were threatened with litigation and a loan officer tried to guilt us into signing a new loan estimate as a \" remedy '' for the discrepancy. Additionally, after we expressed that we would walk away and were concerned about losing the earnest money- we were told Delmar could issue a financing denial letter. We have been told that could be fraudulent. This is all available on recording phone calls recorded by Delmar XXXX. \nXX/XX/2022 Recieve closing disclosure. At the top of the closing disclosure, it says \" This form is a statement of final loan terms and closing costs. Compare this to your loan estimate. '' - it says that on the closing disclosure we signed on XX/XX/2022. The total closing costs listed on the closing disclosure are {$6600.00}, making the cash to close {$57000.00}. There is an underwriting fee for {$400.00} under loan costs that was never disclosed. There is a lender credit for the transfer taxes. \nXX/XX/2022 Receive a second closing disclosure. The total closing cost listed on this closing disclosure is {>= $1,000,000}, with cash to close at {>= $1,000,000}. This indicates a 65.18 % increase in closing costs, and closing is 3 days away at this point. This also contains charges for items already paid, including inspections. \nXX/XX/2022 We speak with the loan officer. The loan officer tells us that they will not be moving on any of the fees, and this is how they do business. They seem completely ignorant of the fact that my issue is not with the fees, but with the lack of disclosure of the fees. \n\nI have spoken with loan officers and managers and tried to address this amicably. They said \" This is how they do business '' and are refusing to move on any of the fees. \n\nHere are my main issues : The federal TILA-RESPA requires banks to provide a Loan Estimate in good faith and based on the best information reasonably available. We have reason to believe we did not receive a good faith estimate. We believe our original loan estimate was underestimated. Specifically, my Lender 's Title Insurance was underestimated by 58933.3 %. The cost of the lender 's title insurance is publicly available on XXXX. This is a 10 % tolerance item as it is a fee paid to an unaffiliated 3rd-party when the member is permitted to shop. \nSecondly, my lender 's fees went up between estimates and closing disclosure. The underwriting fee was never disclosed until XX/XX/2022. From my understanding of TILA, this is a zero-tolerance item as it is a lender fee, so we should not be responsible for this {$400.00} charge. See Consumer Financial Protection Bureau 's website. \n\nThe transfer taxes were never included, and this has been addressed via lender credit. \n\nMy escrow amount was never disclosed. We were unaware you were requesting a year in advance. Up until this point, we had only seen 3 months for property & school taxes in initial escrow, this is reflected on all of the loan estimates and the closing disclosure we signed on XX/XX/2022. Per TILA, this amount can increase by any amount. We do not understand why we were not told this until yesterday. All four loan estimates and the first closing disclosure reflect this. It is also reflected in the \" Other '' section instead of Initial Escrow Payment at Closing - why? \n\nMy closing disclosure from XX/XX/2022, has an adjustment for - {$1600.00} in section L. This was taken away on the closing disclosure on XX/XX/2022, with no explanation ( except that we were told \" Oh it's different everywhere else in the country besides where you are buying your property '' ). This line item was then increased to {$720.00}. That is a 143.6 % increase. Also, never disclosed. It seems this is a tax item. \n\nWe received a closing disclosure with the statement at the top that it is FINAL. Why did we receive another one 4 days later with a 65.18 % increase in closing costs? \n\nWe have been told by the closing company that Delmar received the information from them on their fees on XX/XX/2022. We were never issued a new loan estimate and were unaware of this information until I inquired with the closing company. \n\nOn XX/XX/2022, we were threatened with litigation and a loan officer tried to guilt us into signing a new loan estimate as a \" remedy '' for the discrepancy. Additionally, after we expressed that we would walk away and were concerned about losing the earnest money- we were told Delmar could issue a financing denial letter. We have been told that could be fraudulent. This is all available on recording phone calls that you should have access to. \n\nThe inspections are all pre-paid, and we do not wish to pay the XXXX HOA fee at closing. This would remove an additional {$730.00}. The owner 's title insurance should also be removed. \n\nAs far as we understand, Delmar XXXX  is licensed to do business in the state of Pennsylvania. To us, that indicates that we should be receiving good faith and accurate estimates of the costs, which we have not received. We have already begun arranging our finances based on the closing disclosure we received on XX/XX/2022 ( which said it was final ). It seems unreasonable to expect us to come up with an additional {$6000.00} ( 10.50 % increase in cash to close ) 4 days before closing. We will walk away, but we have been told we will not receive my earnest money. We do not want to have to submit a complaint to the federal & state government but we may have to, considering how problematic this whole process has been. We have received no explanation beyond \" This is just how it is- oops. \", \" Oh I forgot to put it on the loan estimate/ closing disclosure '', ' '' They don't do it like this anywhere else in the country '', and \" It was the computer/software fault ''. XXXX & I believe we have been, whether intentionally or not, taken advantage of as young, first-time homebuyers. \n\nThe issue is not with the fees, but with the lack of disclosure on the part of Delmar. Where we believe we have not been treated with good faith is that there are three major costs omitted from every estimate and the first closing disclosure until four days before closing. Delmar XXXX  did not include transfer tax, lender 's title insurance, or any amount of taxes, leading to a massive underestimation of our costs to close.","date_sent_to_company":"2022-06-07T16:13:42.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"45440","tags":null,"has_narrative":true,"complaint_id":"5640953","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DELMAR FINANCIAL COMPANY","date_received":"2022-06-07T15:33:32.000Z","state":"OH","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["Here are my main issues : The federal TILA-RESPA requires banks to provide a Loan <em>Estimate</em> in good <em>faith</em> and based on the <em>best</em> information reasonably available. We have reason to believe we did not receive a good <em>faith</em> <em>estimate</em>. We believe our original loan <em>estimate</em> was underestimated. Specifically, my Lender 's Title Insurance was underestimated by 58933.3 %. The cost of the lender 's title insurance is publicly available on XXXX."],"issue":["<em>Closing</em> on a mortgage"]},"sort":[23.539165,"5640953"]},{"_index":"complaint-public-v1","_id":"7391212","_score":21.83655,"_source":{"product":"Mortgage","complaint_what_happened":"Wells Fargo uses deceptive lending practices to promote mortgage details that aren't good faith estimates. Wells Fargo uses harmful policies for its new construction closings to trick its prospective home buyers that they are acquiring a mortgage that is more attractive than it actually is. \n\nWells Fargo states it's unable to charge customers higher property tax amounts unless they receive new documentation from the taxing authority. Yet, they were able to withhold more in escrow without a new, higher bill. This policy is clearly not federal regulation as I've closed in the past with a different lender, in the same residential community, and I was allowed to withhold more. Wells Fargo is unable to share this policy upon request and this policy does nothing but harm and hide the real costs to acquire a new home construction. Ultimately Wells Fargo fails to comprehend that any repayment of prepaid taxes made by the seller/builder is always on land alone and the bottom line is that Wells Fargo collects {$0.00} towards the home property taxes at closing for the current tax year. This only creates problems and financial hardship down the road. \n\nWells Fargo also fails to reach out to the taxing authority to see what's going to happen to the property 's tax status for that year or the next. In my situation, Wells Fargo failed to find out crucial information like a special taxing district. If a customer pays 100 % closing costs, then Wells Fargo should do 100 % of the job and contact the taxing authority, especially in new construction closings. \n\nWells Fargo treats new construction closings like resales and despite knowing the home sale price, appraisal value, and signed documentation for a higher monthly pulled escrow amount all prior to closing, Wells Fargo still only collected to repay on land alone. On top of that a few months after closing, a supplemental bill arrived with a higher assessed value than just land and still did nothing. Despite all of this and battling Wells Fargo for 7 months, Wells Fargo fails to comprehend how their institutional policies deceive customers and put them in difficult financial spots. \n\nWells Fargo 's Executive Office lacks the competency to understand this and hides behind policies that they can't prove. They are alone on this island because even the title company raised my concern. Wells Fargo says we could have asked for a higher amount but that's false. On the morning of closing on the phone with Wells Fargo we respectfully asked for the higher cash to close but that request was denied because we were assured we were paying enough. Wells Fargo was wrong. When you ask Wells Fargo difficult questions like, how much money did I pay for property taxes in the current year on my home ( not land ) or did Wells Fargo reach out to the taxing authority to provide a best faith estimate before closing, they never answer and say it was hard to hear me over the phone then the conversation ceased. I hope my message is loud and clear now.","date_sent_to_company":"2023-08-12T23:47:10.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"217XX","tags":null,"has_narrative":true,"complaint_id":"7391212","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-08-12T22:26:51.000Z","state":"MD","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 you ask Wells Fargo difficult questions like, how much money did I pay for property taxes in the current year on my home ( not land ) or did Wells Fargo reach out to the taxing authority to provide a <em>best</em> <em>faith</em> <em>estimate</em> <em>before</em> <em>closing</em>, they <em>never</em> answer and say it was hard to hear me over the phone then the conversation ceased. I hope my message is loud and clear now."],"issue":["<em>Closing</em> on a mortgage"]},"sort":[21.83655,"7391212"]},{"_index":"complaint-public-v1","_id":"5007358","_score":17.529827,"_source":{"product":"Mortgage","complaint_what_happened":"Dear CFPB, I am submitting this complaint in reference to my previous compliant on XX/XX/2021. The first one was closed without letting me to provide any reply to BoA response. I found BoA response not very constructive and somehow misleading. \n\n\nBoA response : I have carefully reviewed your correspondence and want to let you know our response. \nThank you for considering Bank of America for your Real Estate Financing needs. Our records indicate on XX/XX/2021, you submitted an online application for a XXXX  year Fixed Rate Conventional Home Loan Refinance. On XX/XX/2021, Bank of America sent you the enclosed loan estimate that was based on points buying down the rate to a locked interest rate of 3.875 % which was good until XX/XX/2021. \nOn XX/XX/2021, Bank of America sent you another closing disclosure with an interest rate of 3.875 %. In accordance with your request to remove points, Bank of America sent you an updated closing disclosure dated XX/XX/2021. \nThe removal of the points, resulted in the higher interest rate. Therefore, Bank of America can not honor the original interest rate of $ 3.875 %, unless you choose to buy down points. \n\nI am going to go over the above BoA statement and provide my response : It says my correspondence was reviewed carefully lets see if it was the case : 1- Our records indicate on XX/XX/2021, you submitted an online application for a 30 year Fixed Rate Conventional Home Loan Refinance. On XX/XX/2021, Bank of America sent you the enclosed loan estimate that was based on points buying down the rate to a locked interest rate of 3.875 % which was good until XX/XX/2021. \n\nThis is partially correct while ignored some essential pieces. \nOn XX/XX/XXXX, I met XXXX XXXX XXXX in his office. He ran two cases ( mortgage ratings with and without points ) for my application. I told him that I do not want to buy any point but his talk gave me this impression that the numbers are just placeholder and preliminary at the time and can be changed later with the no-point mortgage rate. \n\nOn the same day, XX/XX/XXXX, I received an email from XXXX to review loan estimate. I did not receive any loan estimate on XX/XX/XXXX as stated in BoA response. \n\nThere are few important points here to consider : a. I could not open the document on the XX/XX/XXXX, because I did not have an online account yet. I replied back to XXXX to let him know that I could not open the document. \nb. It was the morning of the same day that I had the conversation with XXXX and he told me that the numbers are preliminary and will be changed. \nc. Besides this email, I received several other emails from XXXX asking me to provide him with many documents for my application. So I got busy with collecting those documents for couple weeks and completely distracted from the mortgage rating subject until XX/XX/XXXX. \n\nThere is an important thing that was missing in BoA response. On XX/XX/XXXX, I got another email from XXXX asking to review my Loan Estimate. I reviewed the loan estimate and noticed that it still had the wrong rating with points. I sent him an email same day ( XX/XX/XXXX ) and asked him to remove the points. I attached my email to my previous compliant but BoA, to my surprise, never referred to that in their response. \n\nQuestion to CFPB : Why did BoA ignore the Loan Estimate email and my email with my request from XX/XX/XXXX in their response? \n\nXXXX never answered my email but later told me on the phone that he will correct the rating after the loan is approved! Please note that after talking to him I still had the impression that I will get my XXXX no-point rating. \n\n2- On XX/XX/2021, Bank of America sent you another closing disclosure with an interest rate of 3.875 %. \n\nYes, I received closing disclosure on XX/XX/XXXX. This was 8 days prior to the closing ( XXXX XXXX ). I wrote back to XXXX : as I stated before I do not want to buy any point. \n\nQuestion CFPB : Why did BoA ignore my XX/XX/XXXX email to XXXX in their response? I attached that email to my previous compliant. \n\nBoA should have canceled the closing session on XXXX. XXXX because they did not have my consent on the mortgage rating. How could I be clearer on that in my email? \n\n3- In accordance with your request to remove points, Bank of America sent you an updated closing disclosure dated XX/XX/2021. \n\nIn accordance with your request to remove points is very misleading. Here I will explain why. \nIn fact my request always was to adjust the rating to reflect our XX/XX/2021 no-point rating agreement. I was keep repeating this over the phone and by emails since XX/XX/2021. BoA never honored my actual request. \n\nHere is a chain of emails that will clarify my request and show how BoA has been trying to divert the discussion and my request. \n\nOn XX/XX/XXXX, I went to the closing and did not sign the document. Here are the emails back and forth between XXXX and Me on XX/XX/XXXX and XXXX. \n\n-- -- -- Date/Time : XX/XX/2021, XXXX XXXX From Me to XXXX : hi XXXX, we did not sign the loan document because the CD included the points and I stated several times that I do not want to buy points. \nplease adjust the numbers without points and let me know another closing date. \nThanks -- -- -- -- Date/Time : XX/XX/2021, XXXX XXXX  From XXXX to Me : Please lets get in touch today. \nXXXX Best Regards, -- -- -- Date/Time : XX/XX/2021, XXXX XXXX From Me to XXXX : can you please tell me why did you ignored my request on points? what is the plan now? \n\n-- -- - Date/Time : XX/XX/2021, XXXX AM From XXXX to Me : I am not ignoring you. I have been trying to call you to discuss about pricing, if you dont want points, your rate is higher. I am trying to call you and ask what rates you would want to re-lock it without points. \n\n-- -- - Date/Time : XX/XX/2021, XXXX XXXX From Me to XXXX : you actually did ignore my request. I asked you many times on the phone or via email. this should have been done before closing. why are we having this conversation? \n\n-- -- - Date/Time : XX/XX/2021, XXXX XXXX From XXXX to MXXXX : What would you want to go forward? \n\n-- -- - Date/Time : XX/XX/2021, XXXX XXXX  From Me to XXXX : XXXX do not know XXXX. so exhausted now. I am thinking why should such thing happen and what I did wrong. how could I be more clear than that -- -- - Date/Time : XX/XX/2021, XXXX XXXX From XXXX to Me : Its very easy to relock the rate and have new loan docs come out to sign.. less than 1 week .. its that simple.. \n\n-- -- - Date/Time : XX/XX/2021, XXXX XXXX From XXXX to Me : I have updated to no points on your file per your request. I will email you the new Closing Disclosure once available. \nI will reschedule your signing for next week. \nThank you -- -- - Date/Time : XX/XX/2021, XXXX XXXX XXXX XXXX  ) From Me to XXXX : please do not take any action before I approve the new rate and any change in fees. I would like to review everything to make sure all is in order and as agreed. I will let you know if I have any questions. \nalso I hope you did not pull my credit again. you do not have my consent to pull my credit. my credit score is very important for me at this time. \nThanks and have a great weekend. \n-- -- -- - XXXX did not pay attention to me and I guess he thought he did not need my feedback on the new mortgage document. He scheduled a new closing, below email. \n\n-- -- Date/Time : XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) From XXXX to Me : Attached is the closing confirmation. \n\n-- -- I asked XXXX about this but no reply ( below email ) -- -- - Date/Time : XX/XX/2021, XXXXXXXX XXXX From Me to XXXX : XXXX, what is this? \n-- -- - I tried to clarify the subject for XXXX  XXXX, XXXX. ( below email ) -- -- Date/Time : XX/XX/2021, XXXXXXXX XXXX  From Me to XXXX and XXXX ( XXXX XXXXXXXX, XXXX ) : XXXX, is this a random email? \nBoA failed once so I do want to setup a new closing time before I check and approve the new mortgage terms. \nplease confirm that you have received this email. \nThanks -- -- - No reply. Please note that in the above email I meant I do ( NOT ) want a new closing before I have a chance to check the numbers. You know I was under a tremendous pressure from BoA. \n\nSince XX/XX/XXXX, BoA has been pushing me to cancel my application. \n\n-- -- Date/Time : XX/XX/2021, XXXXXXXX XXXX  From XXXX to Me : Hello XXXX XXXX Our Closing Team Department has reached out to me and inquiring on if this file is still moving forward or cancellation. \nI had emailed you the new Closing Disclosure with the new requested rate with no points by you. \nWe need to know if this file is still moving forward or cancellation. \nThank you for your response. \nBest Regards, -- -- here is my answer to his email. \n\n-- -- Date/Time : XX/XX/2021, XXXX XXXX From Me to XXXX : hello XXXX XXXX, I have escalated this. I am currently waiting to somebody review my case. \nalso I have asked you numerous times before over last two months but I repeat one more time. what I requested was to adjust the numbers to reflect the original no point rating not a new higher rate. \nanyway I want to wait now to somebody looking into my case. \nThanks XXXX -- -- - He kept sending me the same emails. \nXXXX has been sending me notice ( via email and voice message ) that my application will be canceled with 24 hours and at the same time, XXXX XXXXXXXX has been sending me new closing dates. \n\nQuestion to CFPB : how I could be clearer on my request since XX/XX/XXXX? What have I done wrong? \n\n4- The removal of the points, resulted in the higher interest rate. Therefore, Bank of America can not honor the original interest rate of 3.875 %, unless you choose to buy down points. \n\nI never asked for the original interest rate of 3.875 %. If you carefully reviewed my first complaint and my emails to XXXX, you would know that my request was BoA to honor the original ( XX/XX/2021 ) no-point interest rate. \n\nQuestion to CFPB : looks to me BoA violated a duty of good faith. Am I wrong? \n\nBoA and XXXX  XXXX have been putting excessive XXXX and XXXX on me. \n\nXXXX is not my first language but I tried to elaborate as best as I could. This does not cover everything. I will submit more complaints on this subject.","date_sent_to_company":"2021-12-14T20:18:59.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"92124","tags":null,"has_narrative":true,"complaint_id":"5007358","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-12-14T20:00:40.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I <em>never</em> asked for the original interest rate of 3.875 %. If you carefully reviewed my first complaint and my emails to XXXX, you would know that my request was BoA to honor the original ( XX/XX/2021 ) no-point interest rate. \n\nQuestion to CFPB : looks to me BoA violated a duty of good <em>faith</em>. Am I wrong? \n\nBoA and XXXX  XXXX have been putting excessive XXXX and XXXX on me. \n\nXXXX is not my first language but I tried to elaborate as <em>best</em> as I could. This does not cover everything."],"issue":["<em>Closing</em> on a mortgage"]},"sort":[17.529827,"5007358"]},{"_index":"complaint-public-v1","_id":"2934413","_score":17.32755,"_source":{"product":"Mortgage","complaint_what_happened":"We are reporting a concern we have with a recent transaction with XXXX XXXX XXXX/XXXX XXXX XXXX. We recently ( XX/XX/XXXX ) closed on a 30 year fixed rate loan and had several issues arise that I don't believe were dealt with in a ethical/legal manner. \n\nWe had received pre approval with XXXX XXXX of XXXX XXXX  XXXX and went under contract on our property on XX/XX/XXXX. We knew interest rates were rising so we immediately went to work to lock down our interest rate. On XX/XX/XXXX XXXX sent us over the hard documents showing the 4.5 % interest rate available that day as well as as the fees associated with the loan. We discussed questions that evening as well as the next morning at XXXX via phone. At that time we were told we couldn't lock in a rate until the new rates came out around noon. At XXXX we requested the rates which were given to us as 4.25 % for a 15year and 4.5 % for a 30 year. I called him at XXXX to lock in the rate, but he was unavailable until XXXX. At that time I called him to verbally lock in a rate of 4.5 % for a 30 year fixed loan. At that time he said he would submit the rate lock, he said nothing about needing any other follow up from us or needing us to sign any sort of documentation. \n\nFrom there we heard nothing else from XXXX XXXX. We started receiving emails from XXXX XXXX ( XXXX XXXX XXXX ) requesting additional documents and then XXXX XXXX ( XXXX XXXX XXXX ) also requesting documents. We promptly sent over all documentation and checked in continuously to make sure they had everything they needed and nothing else was needed from us. At no point during any of these emails or phone conversations was anything regarding interest rates brought up. \n\nOn XX/XX/XXXX we received an email from XXXX with a few more things we needed to do to finalize our loan, one of these things was \" please get with XXXX to get the rate locked. '' Very confused to hear there was an issue with our rate we had locked 3 1/2 weeks prior we immediately emailed XXXX at XXXX. Over the next 2 days we exchanged numerous emails and had a couple phone conversations with XXXX regarding the issue. He acknowledges that the rate should have previously been locked at 4.5 % and reassures us he is working to get the issue corrected. We check in with him several times a day and are repeatedly told it is being taken care of, \" almost finished up '', \" shouldn't be much longer '', '' for some reason it was not locked when I swear I submitted it. Hang in there I am working to get you the best possible rate ''. By the evening of XX/XX/XXXX we are losing patience with his progress as no resolution has been presented, and call to tell him we want the name of someone else who can help us. He sends us over the contact information for the CEO of XXXX XXXX XXXX XXXX XXXX. \n\nOn the morning of XX/XX/XXXX we call XXXX and explain the situation to her. She tells us she will work with XXXX to find a resolution. At XXXX XXXX sends an email update that \" so far working with corp we are around {$60.00} per month difference. '' we voice our concern that {$60.00} per month is {$20000.00} over 30 years. We again email XXXX disappointed in the resolution. XXXX is not disputing that the rate was suppose to have been locked in, but they are unwilling the follow through with it. XXXX 's response was that \" there was never any documentation locking a rate. '' XXXX continues to email us that he is working on it. At XXXX we ask him what the worst case scenario is and he tells us that currently the best rate we can get is 4.875 %, but he believes he may be able to get to 4.75 %. At this point we bring up waiving fees to help compensate for the increase in interest rate. My good faith estimate shows {$1200.00} in origination fees and we request they all be waived. At XXXX we email XXXX to ask how long we have to get this issue resolved before it affects our XX/XX/XXXX closing date. She says that they must send the closing documents by XX/XX/XXXX. \n\nOn the morning of XX/XX/XXXX XXXX is still updating us that he is working on a resolution. My husband calls XXXX to try to get a resolution. They discuss an interest rate of 4.875 % with origination fees that can't be waived, but says they can waive the {$350.00} application fee. That is the best resolution they are willing to offer. With just days before closing we have the choice to take this resolution or walk away from the current loan and find another lender ( which would void the current contract on the home as we would not be able to set up new financing in time for closing ). As a military family dealing with the logistics of a 1600 mile move with kids we did not feel like it was in our best interest to start our home search over again. Although we were unhappy with the resolution we decided to sign the new documents they sent over and decided to file a complaint once the process was over. \n\nLater that evening we review the documents again and realized our closing cost fees had actually gone up not down like expected. Upon closer examination we were now being charged 0.25 points ( {$650.00} ). XXXX had previously told us the 4.875 % was without points, and XXXX had told my husband there were origination fees with the 4.875, but never explained that we were paying for points to lower the interest rate. We send our concerns to XXXX and he agrees the 4.875 % should be with no points. He again tells us he will work on it. By XXXX we are again losing patience and call XXXX. She says there is nothing she can do to help, and offers to let us speak to her CEO XXXX. On a 3 way call XXXX admits that he is embarrassed for the company, but says he is unwilling to sell a loan at a loss to his company. During this conversation we also find out that we can no longer close on our home on XX/XX/XXXX because the loan estimates and closing documents can't be sent on the same day. XXXX offers to transfer our loan elsewhere, but informs us it will take another company atleast 10 days to close on the loan. The call is ended saying XXXX and XXXX with discuss a resolution and follow up in the morning. No other resolution is ever presented. \n\nMy husband and I again discuss our options. We contact another lender to see how long it would take if we restarted the loan process and were told 2 weeks. We have our real estate agent ask the sellers if they would be willing to give us a 2 week extension to find a new lender, they were not. We decide to move forward with the current mortgage company as we felt we had no other choice. \nOn the morning of XX/XX/XXXX we compared the closing disclosures sent over on XX/XX/XXXX to the original good faith estimate and found a discrepancy regarding title fees. The GFE listed {$600.00} in titles fees including {$75.00} in lenders title insurance. The closing disclosures listed {$850.00} in title fees including {$250.00} in lender title insurance. I emailed XXXX for an explanation of the difference. On XX/XX/XXXX I forwarded that same email to XXXX and XXXX, none of the 3 ever responded. \n\nAt closing on XX/XX/XXXX my husband was there for over an hour waiting for the lender to wire the money to close. Despite having a confirmation number the transfer didn't come through. The next day we found out the lender wired the money to the wrong account number which delayed everyone getting paid. \nIn summary we had a disappointing experience with many lessons learned and in the end we are unhappy with the resolution despite giving the company multiple chances to correct the issue. My 3 main concerns are 1 ) we did not receive the 4.5 % interest rate we locked on XX/XX/XXXX, 2 ) we were charged 0.25 points incorrectly, 3 ) and our questions regarding the title fees was never addressed. The customer service we received is unethical and I am hoping the CFPB is able to address. I hope you can help us come to a new resolution and address the issues we experienced. Please contact me if you need copies of any of the emails or text messages exchanged.","date_sent_to_company":"2018-06-12T18:32:48.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"329XX","tags":"Servicemember","has_narrative":true,"complaint_id":"2934413","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WOLFE FINANCIAL, INC.","date_received":"2018-06-12T16:42:00.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX 's response was that \" there was <em>never</em> any documentation locking a rate. '' XXXX continues to email us that he is working on it. At XXXX we ask him what the worst case scenario is and he tells us that currently the <em>best</em> rate we can get is 4.875 %, but he believes he may be able to get to 4.75 %. At this point we bring up waiving fees to help compensate for the increase in interest rate. My good <em>faith</em> <em>estimate</em> shows {$1200.00} in origination fees and we request they all be waived."],"issue":["<em>Closing</em> on a mortgage"]},"sort":[17.32755,"2934413"]},{"_index":"complaint-public-v1","_id":"1460414","_score":16.93971,"_source":{"product":"Mortgage","complaint_what_happened":"I entered into an agreement with XXXX Mortgage to refinance my home at an interest rate of 3.625 %, and they were going to provide me with a {$2200.00} credit. An issue occurred with the appraisal they ordered, and an appraiser was not sent out for three weeks later than originally intended. I spoke with individual who sold me the product XXXX XXXX XXXX XXXX who informed me that as a result of the delay, a rate lock extension would be required, but because I was not at fault that XXXX would incur that cost and it would not be passed along to me. A new Good Faith Estimate was sent to me to confirm the rate lock extension, but this document indicated that the lender credit had been reduced because of the cost of the rate lock extension. I immediately asked my loan processor ( XXXX XXXX XXXX who advised me not to worry, and to sign the document for the sake of time, and the credit would be restored at a later date. XXXX more extensions were later required and I had the same concerns when the documents sent to me to sign, indicating that I would be paying, and each time I was given the same explanation as the first time. I sent XXXX emails in an attempt to confirm the original {$2200.00} credit, and although both XXXX and XXXX confirmed with me over the phone, they never responded to my emails, despite sending me other communications via email. Then, XXXX days before closing I was told that the absolute best they could do was provide a credit of XXXX {$1000.00}, and the justification was I could n't get a better deal elsewhere ( because interest rates had risen significantly XXXX and XXXX was not at fault, and the third party appraisal company was at fault. However, neither of those justifications hold any bearing, it is unethical to change the terms of an agreement last minute based upon market changes. I signed and closed on the deal because it was true, I could n't get a better price elsewhere after months had passed and interest rates had risen, but that does not make it okay to essentially lie and steal from customers. As for XXXX not being at fault, if that was the case, they should not have told me throughout the process that they were going to incur the cost.","date_sent_to_company":"2015-07-09T19:49:34.000Z","issue":"Settlement process and costs","sub_product":"Conventional fixed mortgage","zip_code":"98671","tags":null,"has_narrative":true,"complaint_id":"1460414","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Finance of America Mortgage LLC","date_received":"2015-07-09T19:49:33.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Then, XXXX days <em>before</em> <em>closing</em> I was told that the absolute <em>best</em> they could do was provide a credit of XXXX {$1000.00}, and the justification was I could n't get a better deal elsewhere ( because interest rates had risen significantly XXXX and XXXX was not at fault, and the third party appraisal company was at fault. However, neither of those justifications hold any bearing, it is unethical to change the terms of an agreement last minute based upon market changes."]},"sort":[16.93971,"1460414"]},{"_index":"complaint-public-v1","_id":"1308020","_score":16.528288,"_source":{"product":"Mortgage","complaint_what_happened":"I bought new house in XXXX, TX area. I and my family were excited for our first home. We were looking around for good lender with great rate. Bank of America is XXXX of them. they come up with plan mentioning that you are eligible for physicIan loan with 3.75 % apr AND You do not need to set up any escrow account for it. I asked their agent-XXXX XXXX multiple times that are you sure that I do not have to set up escrow account? She answered me that I am 1000 percentage sure you do not have to set up escrow account with 10 percentage down. There are few lenders who were providing me similar rate with XXXX loan with no set up of escrow account. XXXX was so aggressive that we will give you best service and everytime my question was similar that are you sure that I do n't have to set up escrow and she is saying that I am very sure. We decided to go with Bank of America looking at her confidence and promise. She sent me closing cost work sheet/good faith estimate without any escrow account as well. I can show to prove her promise. meanwhile, I provided lot of documents for my loans in timely manner whatever processor and underwriter was requesting. There was only 4 working business days remain for closing and she came up on XXXX/XXXX/2015 late afternoon mentioning that we have to now set up escrow account. I made mistake and please forgive me. I was really upset because not setting up escrow account was only reason to go with bank of America. There are other lender providing same rate loan with out escrow. I was really anxious because only 1 wk remained for my closing. I felt cheated as customer by end of day. I can not understand that loan went through different stages before final approval and nobody noticed or informed me about escrow thing until last moment when only 4 days remained so I can not go any where. I would never go with Bank of America if I am aware about that I had to set up escrow. I had different options for not setting up escrow for home loan. I ended up paying additional XXXX for escrow account and now monthly payment that I was not ready for it. I would totally consider it as a fraud and cheating to customer. I believe that it is customer right to get correct information about product whenever they are buying something. INFORM CUSTOMER ABOUT SURPRISE WHEN THEY CAN NOT DO ANYTHING THAT IS MOTTO OF BANK OF AMERICA. \n\nplease help me out with this matter so no one else can get fooled/cheated by them.","date_sent_to_company":"2015-03-30T21:31:29.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Other mortgage","zip_code":"75063","tags":null,"has_narrative":true,"complaint_id":"1308020","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2015-03-30T21:31:28.000Z","state":"TX","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX was so aggressive that we will give you <em>best</em> service and everytime my question was similar that are you sure that I do n't have to set up escrow and she is saying that I am very sure. We decided to go with Bank of America looking at her confidence and promise. She sent me <em>closing</em> cost work sheet/good <em>faith</em> <em>estimate</em> without any escrow account as well."]},"sort":[16.528288,"1308020"]},{"_index":"complaint-public-v1","_id":"20816930","_score":15.707764,"_source":{"product":"Credit card","complaint_what_happened":"Discover XXXX XXXX : XXXX I dropped off my car at XXXX service on XX/XX/XXXX for an airbag light that comes on when the car is started. \n\nI was told it would be ready by XX/XX/XXXX and was provided an estimate. On XX/XX/XXXX, the estimate changed and they requested one more week. Then the estimate changed again and they requested another week. After 3 weeks, I sent a letter to XXXX on XX/XX/XXXX letting them know I would give them one more week, but I needed the car ready by XX/XX/XXXX, which would be almost one month since I dropped it off. \n\nOn XX/XX/XXXX ( the deadline we set ), I was called by XXXX from XXXX, who stated my car was fixed, the airbag light was off, and the codes were cleared. I requested a video from XXXX showing the dashboard was clear of any warnings when the car was on before I picked it up, but I was told he would show me when I arrived. \n\nUpon arrival, the story changed to : payment must be collected first ( See attached ). I paid, and they handed me the keys. \n\nI started recording a video as I walked to my car, which was still in XXXX parking lot. Once the car was started, the airbag light and other warning messages came on ( video available as proof ). \n\nI went back inside and spoke to XXXX, who sent a technician out. The technician verified that the airbag problem was still present. XXXX XXXX said the owner would call me the next day to manage a refund. \n\nI waited two weeks and no one contacted me. I attempted to contact them multiple times and was ignored. \n\nI then filed a complaint with the Better Business Bureau ( See attached ). Despite notifying XXXX in writing that there was a complaint requiring their attention, my complaint was closed unanswered, and XXXX failed to provide any proof or explanation regarding my repair. \n\nOn XX/XX/XXXX, I filed a dispute with Discover and provided receipt invoices and a copy of the BBB complaint. I also stated that I have video evidence recorded within minutes after payment and before leaving the lot, showing the airbag light still on and warning messages active, meaning the car was returned to me in the same condition after one month of waiting. I mentioned that since XXXX XXXX does not allow video attachments, the video is available upon request. \n\nOn XX/XX/XXXX, XXXX days after I filed the dispute, I received a text message from XXXX first time they contacted me since I picked up the carthreatening to report me to the police and file a lawsuit against me for filing a dispute ( see attached ). There was no attempt to resolve the issue, only threats. \n\nI uploaded these text messages to the dispute portal for Discover to review. \n\nOn XX/XX/XXXX, I received a message from Discover stating the case is closed and I am responsible for the charge ( See attached ). I called Discover multiple times before filing this complaint ; there was no effort to provide meaningful assistance. \n\nI explained multiple times that I have a video showing the car was delivered to me unrepaired after one month of waiting and paying for a rental. Even though representatives acknowledged that the video is strong evidence, I was told it can not be accepted because Discover does not allow video attachments. I spoke with a supervisor and offered to send the video via USB or email if they could provide a way to receive it. My offer was declined, and I was told there is nothing they can do. \n\nDiscover rep stated over the phone that the merchant claimed a warranty was offered. I explained that a warranty applies when a repair has been successfully completed and the issue arises laternot when the repair was never completed. The car was returned to me in the same condition after 30 days, and the shop claimed it was fixed but refused to provide proof or allow me to verify before payment. I was again told Discover could not take further action. \n\nI also explained that the merchant contacted me with threats after I filed the dispute, with no mention of warranty or any good faith effort to resolve the issue. I informed Discover that these messages were uploaded to the dispute portal, but the response did not changethe case remained closed. \n\nI tried my best to resolve this issue with Discover privately. Being told that a video clearly showing the car was not repaired is strong evidence, yet can not be accepted, shows that Discover did not conduct a fair investigation and chose to close the case despite the evidence available.\n\nI hope the resolution team takes this matter seriously and conducts a fair review. I have been a Discover customer for nearly 8 years with no issues. I am simply requesting a fair decision based on facts and evidences. This issue involves the vehicles airbag system, which is a critical safety component.","date_sent_to_company":"2026-03-31T18:45:06.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"89032","tags":null,"has_narrative":true,"complaint_id":"20816930","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-03-31T17:18:09.000Z","state":"NV","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I also explained that the merchant contacted me with threats after I filed the dispute, with no mention of warranty or any good <em>faith</em> effort to resolve the issue. I informed Discover that these messages were uploaded to the dispute portal, but the response did not changethe case remained closed. \n\nI tried my <em>best</em> to resolve this issue with Discover privately."]},"sort":[15.707764,"20816930"]},{"_index":"complaint-public-v1","_id":"7483736","_score":14.89132,"_source":{"product":"Mortgage","complaint_what_happened":"Dear Sir or Madam : XXXX XXXX, my mortgage banker / loan officer, along with Rocket Mortgage knowingly, willfully and deliberately sabotaged the loan that I applied for by negligently and constantly making false representations to induce me into proceeding with the loan process that lasted for five months. \nIn XX/XX/, I applied for a loan with Rocket Mortgage to purchase the home that I currently live in and received a preapproval for up to {$70000.00}. I was referred by XXXX XXXX to their credit team and got XXXX XXXX, in which I spoke with on XX/XX/, who advised me that all I needed to do was clear a XXXX credit card balance to {$0.00} to proceed with the loan process and I did. On XX/XX/, I signed the Notice of Intent to Proceed along with the Loan application, received my initial Loan Estimate and began what I thought was the journey to owning my new home. \nI started receiving phone calls and emails from XXXX to submit required documents to the portal as well as to read and sign documents from Rocket Mortgage. I never received anything else regarding the loan until XX/XX/XXXX  when I received a completely different Loan Estimate. Over the next couple of months, I started receiving multiple Loan Estimates for FHA and Conventional with different variations and multiple closing dates. I was also advised that I had to deposit funds to my funding account and that the funds had to sit in account for at least 30 days so that the funds could be sourced, and this required a couple more months. As I was emailing and texting with XXXX, he was calling and texting me from different numbers, about the process and status on the loan. When I spoke my concern to XXXX, he assured me that everything was good and that we were on track, yet I did not sign the actual loan agreement until XX/XX/. Then on XX/XX/, XXXX called me and said I needed to go into the portal and sign the Deposit Agreement as a good faith deposit, however, he did not take the payment from the payment method until XX/XX/. He said he wanted to make sure my loan status had changed from preapproval to approved before he drafted the money because it was for the Appraisal, and I would not get the {$500.00} back. \nNow, the ball was rolling at least what we thought, and on XX/XX/, all the disclosures, Purchase Agreement Addendums and Contract for Sale and Purchase were being signed by myself and the sellers. I received the Appraisal for the property on XX/XX/. I heard nothing from XXXX for about two weeks, then he called and said everything was a go for the closing date scheduled XX/XX/, and the last thing you need to submit is your declaration for your insurance. I advised that I had received several quotes that were extremely high but that I was waiting on a quote from the insurance company that the seller was currently using. The insurance company sent me a quote on XX/XX/, that according to XXXX was too high and would cause my debt-to-income ratio to go up and requested that the agent try to get it lower because it was putting me in a {$300.00} deficit. I called the agent, and he was able to lower the policy, however XXXX stated it was still too high. I spoke again with the insurance agent on XX/XX/, and was advised that he will rework the policy and get back to me. Then XXXX called me and I explained that I was waiting for the new quote and asked him not to submit the insurance policy until I heard back from the agent, and he agreed. Then he asked if my mother would let me use her Social Security income because that would balance out the debt-to-income ratio and I would not need to ask the insurance company to lower the policy anymore. I emailed XXXX my mothers contact information and Social Security statement, and he called her within a few minutes to confirm and get permission to use her information. She agreed. \nI never heard anything else from XXXX to this date. On XX/XX/, I went to sign into my account portal and received the message as follows : For over 38 years we have been helping Americans with their home loan financing. Unfortunately, sometimes we can not help folks with the financing they need. \nRemember, the mortgage market is always changing, just like your unique situation. If there is anything we can do to help you in the future, please let us know. \nFor 5 months, while I questioned XXXX regarding the process, he continually led me on. In which, looking back now, his interest did seem to heighten only when I expressed a concern with you changing my loan types back and forth from FHA and Conventional, sighting it was to get me the best mortgage. I told him initially, how important it was for me to purchase this home for my parent and because the landlord had graciously offered me the home at a great purchase price and yet, he used and took my vulnerability and willingness to do whatever it took to provide my elderly parent a permanent home. I also made XXXX aware that losing this loan could put my family in danger of becoming homeless. The seller has now stated that since the financing of the home has fallen through, he will not sell unless it is a cash offer. \nWhile XXXX and Rocket Mortgage knew there were potential hiccups from the beginning, he maliciously ensured me that everything was good. What made me really know for certain that he was being deceptive, although I was feeling a little leery early on about the process and time frame, was when he called me on XX/XX/XXXX, and told me to put my mother on the loan to balance out a {$300.00} deficit pertaining to my debt-to income ratio. From our conversation, he knew I was apprehensive because I applied for the loan and was approved without using my mothers income initially and never did he once mention of a deficit prior to. XXXX waited until approximately 16 days before closing, submitted an insurance quote to the underwriters after we talked about where my debt-to-income ratio would be with the quote, and submitted it anyway for the loan to be declined. \nThe million-dollar question is, why did Rocket Mortgage let me, and the sellers, get so far in the process with the appraisal, signing off on the disclosures and purchase agreement addendum??? This was a deceptive practice on behalf of XXXX and Rocket Mortgage, and both failed to operate in good faith. \n\nRespectfully XXXX XXXX XXXX : Rocket Mortgage XXXX","date_sent_to_company":"2023-08-31T17:34:36.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"283XX","tags":null,"has_narrative":true,"complaint_id":"7483736","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2023-08-31T17:12:24.000Z","state":"NC","company_public_response":null,"sub_issue":"Delays with the closing process"},"highlight":{"complaint_what_happened":["From our conversation, he knew I was apprehensive because I applied for the loan and was approved without using my mothers income initially and <em>never</em> did he once mention of a deficit prior to. XXXX waited until approximately 16 days <em>before</em> <em>closing</em>, submitted an insurance quote to the underwriters after we talked about where my debt-to-income ratio would be with the quote, and submitted it anyway for the loan to be declined."],"issue":["<em>Closing</em> on a mortgage"],"sub_issue":["Delays with the <em>closing</em> process"]},"sort":[14.89132,"7483736"]},{"_index":"complaint-public-v1","_id":"7952996","_score":14.50672,"_source":{"product":"Mortgage","complaint_what_happened":"Around roughly XXXX XXXX XXXX I went under contract for the purchase of a home in XXXX XXXX and began my search for the best rate by finding an appropriate mortgage broker. I came across XXXX XXXX and decided to reach out for a rate. I was contacted by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Upon speaking to XXXX I explained that I was seeking to purchase a home in Tennessee. I explained that the purchase was for a property originally listed for XXXX XXXX  but that I had been able to reduce the price to XXXX with 6% in seller credits (XXXX  She assured me that XXXX XXXX and herself were licensed in XXXX  so she would be able to get us the best rates for this transaction as she had an expansive network of banks she could reach out to for the best rates. I saw her emailed noted We are licensed in:\nAXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. However, I also noted that her email noted that they were in the Top 1% of brokers, fastest growing loan officers, and featured on several news articles such as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. However, I noted the email also stated that they had an A+ rating on the XXXX  but they were not XXXX rated when clicking on the link and had a 3 out of 5 star rating. \n\nI let her know that I wanted to use the seller credits to pay for the closings costs and to buy down the rate and asked for a temporary buy down such as a 3-2-1 buydown. She stated no lender offered temporary buydowns such as a 3-2-1 buydown for this type of loan at this price point but that I could do a permanent buydown and reduce the interest rate as much as I wanted to given that I would have roughly $90,000 dollars left over after closing costs. I let her know we could do that as it would essentially reduce my rate a couple of percentage points and allow me to keep the mortgage for longer. She let me know that it was a mathematical equation to reduce the rate by a certain amount and we would just do so at the closing once we had all the lender fees - essentially we would just apply these left over credits to the interest rate at the closing table. Subsequently, she asked me to submit an application and get a credit report and discussed some rates she had received and sent me a quote via email for 8.35% or 7.75% with roughly XXXX in points buydown and a 15% down payment. I noticed her email stated The rate CANNOT be locked until we have an appraisal and initial underwriting approval from lender. Initially, this later disclaimer was concerning as I was aware rates can be locked even before receiving the loan estimate and do not require an appraisal or initial underwriting approval. However, I decided to disregard this and proceed in good faith.\n \nSubsequently, I got in contact with her and she advised me the rates had increased dramatically. She advised me that rates were now at almost 9% for a 15% down payment mortgage and advised in getting a mortgage at 20% down payment which would bring the rates back down to the 7.75% range with no points. I let her know that I did not have 20% available for this property which would be roughly $430,000. She asked if I had any other properties and I let her know I had an apartment that was currently rented and the home I was living at. She asked whether these had any equity and I let her know they should. She advised me to take out a HELOC on a property in order to have more cash available for a down payment which would reduce my mortgage rate and subsequently refinance a few years down the road once I had gained some equity. She sent me a quote for this via email which was at 9.8% with 2.99 points cost for a HELOAN of XXXX. She explained that the overall payment would actually be lower if I took this out as it would reduce the main rate for the larger mortgage and stated that her lender was perfectly fine with taking out a HELOC and using that for a down payment. I let her know that that was a good idea and I would consider it.\n \nAfter considering this, I reached out to her and let her know we could proceed as she had advised and to please send the Loan Estimates for both the mortgage and the HELOC. She let me know that she was out of the office and would do so when she had a chance. She sent me a link on XXXX XXXX XXXX  to send her all of my documents such as my income and identity documents. On XXXX XXXX XXXX I reached out again regarding the loan and was advised that rates had gone up again and that the HELOAN she was offering was now roughly from 10.75% to 13.375%. On XXXX XXXX XXXX she advised me via email she was trying to get a lock at 13.375% and that there would be fees such as appraisal and title fees but that she could not receive an estimate. I told her that I would be flying to Tennessee for the property inspection but to please send me the loan estimates for the mortgage and HELOC. Once I landed, I again asked for them and she wrote me via email that they had not made the loan estimates yet and that they had three days to make them but she had locked the rate. I asked to please be sent all numbers so I could be sure about the fees and especially in regards to the mortgage, which I had been told that they could beat 7.75% if I went with them. By the end of the day, I still had not received any official documents and grew worried about the rate as I was now paying 7.75% for a 20% mortgage instead of a 15% mortgage and having to take a HELOC to cover this expense and I did not want rates to jump again on me. I decided to call XXXX who let me know that she had the rate locked at 7.625% and sent me a snipping of the lock and stated that PRMG would honor it in their loan estimate but that they were doing a manual lock so it was taking longer to send the loan estimate but assured me not to worry. She sent me several snippings and emails confirming that we were good to go and things would not change including forwarding an email from PRMG saying the rate was locked.\n\nOn XXXX XXXX XXXX, she let me know that the rate had now gone up to 7.75% and that they still could not send the Loan Estimate but sent me a Loan Estimate draft. I complained about the rate going up despite being told it was locked at 7.625% and she scheduled a call with XXXX XXXX  of PRMG who let me know the issue was that the rate had been manually locked and that the system did not process it and that now the rate was 7.75%. I explained that I had relied on the lower rate to go with them but to please proceed without any other surprises as I wanted this deal to go through without a problem. I was assured I would receive no new surprises and that they would honor the new 7.75% rate without any new surprises. XXXX also sent me a Loan Estimate from XXXX XXXX  for a HELOC at 12.625% for a HELOAN of XXXX  with origination fees to XXXX XXXX of XXXX  (2%). I complained to her about additional origination fees by XXXX XXXX  when she had advised a HELOC to reduce costs and they were already being paid roughly XXXX  dollars for the mortgage and she said she might be able to reduce it to 1% if the HELOC was for a lower amount. \n\nAt this point, I felt that an increase from the initially quoted 9.8% for the HELOC to now a 12.625% with XXXX in origination costs combined with the frequent changes in rate, inability to receive loan estimates, and increase in rate on the mortgage to buy the property itself was abusive and I had to find an alternative at least for the HELOC itself. I decided to submit my application with various lenders and was able to receive a HELOC for roughly 10% interest and only roughly XXXX in costs. A few days later I let XXXX  know I had found another lender for the HELOC and would proceed in that manner. \n\nThings settled down but now I was a little cautious about how things were going. I proceeded with the lending and was subsequently told by XXXX that the underwriting was going through without any issues and that I had been conditionally approved by PRMG. She stated that my income was more than enough for the property and that I had a DTI of only 17% and we were qualified up to at least 43% DTI. She stated we were essentially only waiting for the appraisal in order to be able to close. \n\nI was relieved and allowed roughly a week to pass before looking at things further. However, now that I had seen a few red flags from XXXX XXXX XXXX and PRMG, I decided to look into the cost of buying down the rate. I communicated with XXXX regarding increased title costs roughly XXXX over what was in the loan estimate by the title company. I also discussed the rate buy down and was assured against this would be done at the closing table, would be left to the very end given how the closing costs may change, and that it was a mathematical equation of prepaid interest that every lender charges as you are essentially just prepaying your interest up front. However, roughly around XXXX XXXX XXXX  I began doing research regarding the rates and began scrolling through XXXX when I found out that buying down the interest rate was not a mathematical equation as I had been told and should not be left to the closing table. In contrast to what XXXX  had told me, lenders can charge any amount they deem fit to buy down the rate as this is not regulated. Moreover, if you do not use the seller credits for closing costs, the seller credits will be returned to the seller. Having found this out, I became hysterical as I would essentially be in a position to lose the roughly XXXX XXXX  by it being returned to the seller. Now several weeks had passed and I was unsure if I would be able to get a new lender. Moreover, I had successfully filled my application for a HELOC for roughly XXXX to be able to increase my down payment as suggested by XXXX and would be in a terrible position if I did not acquire the property. Knowing this, I decided to reach out to XXXX to send me a rate sheet to be able to calculate how much I would be charged to buy down the interest rate. \n\nOn XXXX XXXX XXXX, I reached out to XXXX  to receive a rate sheet to be able to calculate the interest rate. She told me that she had reached out to PRMG to receive this but that it would take several days to receive as they did not have rate sheets readily available. I felt this was not honest as I was able to pull up rate sheets immediately with several lenders online including XXXX XXXX XXXX XXXX, and several other lenders I had researched. I decided to give them several days and kept following up to see when I could receive this. However, despite reaching out several times, they would not send a rate sheet or any documentation regarding how much it would cost to reduce the rate with the remaining seller credits. I kept reaching out to XXXX  and she kept telling me she could not rush the lender. I told her I was worried that the lender would have another surprise after everything that had happened before and that I needed and official document from them showing what it would cost to buy down the rate. She kept delaying and would not offer me any information regarding how much it would cost. I let her know that I was in a rush as several weeks had passed and the more time progressed the less option I would have with other lenders. However, I could not get any further information to resolve this matter. \n\nAround XXXX XXXX XXXX, XXXX let me know that PRMG would be asking for roughly XXXX dollars to reduce the rate by 1.25% from 7.75% to 6.5%. I began to investigate whether this amount was a reasonable amount to charge to reduce the price by 1.25% and received several instant quotes from several other lenders including XXXX XXXX XXXX XXXX XXXX. Both these lenders quoted only around XXXX dollars to reduce the rate by 1.25% under the same mortgage program - essentially making PRMGs and XXXX quote 300% that of any other lender for reducing the price only 1.25%. At this point, I became hysterical regarding this issue as I had had several bait and switch tactics pulled throughout this whole process with this broker and lender. Now, PRMG and XXXX were essentially letting me know that unless I paid XXXX to reduce the price only 1.25%, I would either have to pay them that or the excess of XXXX dollars in seller credits would be returned to the seller. I communicated with XXXX that we would have to find another lender as we had wasted several weeks working with PRMG and that I had been concerned and voiced my concerns regarding their several bait and switch tactics since we had began working with them. However, XXXX insisted there were no other lenders that could help us and that we should not let go of PRMG as my income had been approved by them and we were almost all set to close. I began reaching out to other lenders and let her know that XXXX XXXX XXXX XXXX XXXX offered a much more reasonable cost to reduce the rate and that XXXX XXXX even offered a 3-2-1 Buydown option which would be much more beneficial as if I refinanced within 3 years, I would be credited back any unused amount of the seller credits. I referred her to them and let her know I had been quoted at 7.75% with no points. I told her I wanted to give her another chance but to please not let me down and she ensured me she would work with these other lenders to get me the best rate and close on time - she let me know by the next day I would receive my new Loan Estimates from these lenders. I had already began the process with XXXX XXXX  and XXXX XXXX  and had received quotes at 7.75% with reasonable buy down options and she would only have to continue the process. At this point, I did not know whether I could fully trust her or if the lender was the point of issue, I referred her to XXXX XXXX XXXX XXXX XXXX to get alternative lending but I had also reached out to XXXX  and decided to keep this to myself to see if she was the cause of the issue of if it was only the lender. \n\nWithin one day of being referred to XXXX XXXX XXXX XXXX XXXX, by the very next day of XXXX discussing anything with them, my rate had now increased from these lenders from 7.75% to roughly 8.375%. XXXX  also provided me a Loan Estimate stating it was from XXXX XXXX but I now noticed that the points cost had increased from roughly XXXX XXXX XXXX to work with XXXX XXXX XXXXnstead of PRMG. This was in stark contrast from the quote I had received directly from XXXX XXXX the day prior at 7.75% with no points costs. Moreover, I noticed that the lender on the Loan Estimate stated it was from XXXX XXXX XXXX. with a Tennessee XXXX XXXX XXXX XXXX as the lender instead of XXXX XXXX and it did not contain any information regarding the Mortgage Broker. I was not only surprised that my rate and points had gone up just one day after letting XXXX  know to pursue this alternate lender, but was also surprised how the Loan Estimate was drafted. I decided to look at this Loan Estimate and compare it to the previous one received from PRMG. I saw that PRMG had been listed as the lender on their Loan Estimate and that the Mortgage Broker as XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX and the Loan Officer as XXXX XXXX XXXX XXXX XXXX and Tennessee License XXXX XXXXn no way, shape, or form was XXXX XXXX listed in any of the disclosures. I had not met or ever heard of XXXX XXXX Moreover, it seemed that XXXX XXXX was using his Tennessee license to process this mortgage. Moreover, it also seemed like XXXX XXXXXXXX was citing XXXX XXXX XXXX as well as their Tennessee License. When I then compared the Loan Estimate I had received when XXXX XXXX quoted the HELOAN by XXXX XXXX at 12.625% and roughly XXXXXXXX in points, I also noted this was a Loan Estimate for Florida as the property was located in Florida but again XXXX XXXX  was not mentioned in any part of the disclosure. Instead, XXXX XXXX was again noted to be the Mortgage Officer as follows: LOAN OFFICER XXXX XXXX XXXX XXXX XXXX XXXX XXXX  In this case, XXXX XXXXXXXX used a separate license instead of XXXX XXXX in contrast to how they had drafted the Tennessee Loan Estimate as follows: MORTGAGE BROKER XXXX XXXX XXXX XXXX XXXX XXXX XXXX \n\nWhen I discovered that XXXX XXXX had notified XXXX other lenders, and brokers that I was seeking new financing options, it was clear that she had communicated with other parties involved in the transaction, which negatively impacted my interests. I had already noticed several red flags and decided not to pay an exorbitant fee of XXXX to lower the interest rate, choosing instead to find another lender. I referred XXXX XXXX to two online lenders, but after she spoke to them, they suddenly found issues with my income and refused to extend credit. Not deterred, I approached another lender on my own, who conditionally approved me swiftly, signifying that I could have closed on the property.\n\nHowever, once XXXX XXXX learned that another lender might be involved, she told the listing agent that I wouldn't qualify due to supposed income issues. This unwarranted interference weakened my bargaining position considerably. Following her remarks, the seller's agent came back to me to renegotiate the purchase price by approximately XXXX  threatening not to close on the property unless I stuck with the original lender and adhered to the initial closing date. This put me in a precarious situation, limiting my financing options, binding me to the original lender, and putting my XXXX in escrow at risk.\n\nAfter refusing to pay the fee to buy down the rate, I began encountering problems with PRMG, the lender I was conditionally approved with. They suddenly became unable to verify my income, claiming it was declining and that I'd need to pay a higher rate. I clarified that my income had been consistent, with an increase in the last quarter. Despite this, PRMG changed their requirements, asking for a P&L and then for bank statements, including sensitive business information.\n\nI fulfilled over 25 conditions set forth by XXXX XXXX and PRMG, who continued to request more documentation. Even after being told I had met all conditions and just awaited the final investor signature, nothing progressed. I repeatedly requested the closing disclosure to meet the deadline, concerned that these delays were a ploy to let the rate lock expire and incur higher fees.\n\nThe night before closing, PRMG and XXXXXXXX  sent me a counteroffer: I was denied the initial loan product but approved for another, which would now cost me an additional XXXX for the same rate, with the possibility of more conditions. This came after I had repeatedly sought updates and expressed concerns that this delay might be a strategy to justify higher fees.\n\nIn the end, I was left with a stark choice: either accept the increased fees or risk losing my XXXX escrow deposit. This was because I couldn't officially claim that the financing contingency hadn't been met without a formal denial, which they refused to provide. It was a concerted effort to delay the closing, avoid providing disclosures or formal denials, and ultimately, it seemed they intended to charge me higher fees under pressure. PRMG's counteroffer required additional payments and higher rates, raising suspicion of intentional delay and a bait and switch tactic. These actions seem clearly in conflict with regulations protecting consumers. \n\nI was forced to back out of the deal. Even then, PRMG and XXXX refused to issue me a formal denial letter so that I would not be able to get back my XXXX  in escrow payment. THE HOME WENT BACK ON THE MARKET AND SOLD FOR XXXX MORE THAN I HAD IT UNDER CONTRACT FOR. THIS CAUSED ME A TREMENDOUS FINANCIAL LOSS. I AM SEEKING YOUR HELP IN HOLDING THESE PEOPLE ACCOUNTABLE FOR THEIR CLEAR VIOLATIONS. \n\n\n\nFACTS:\nIntroduction of Parties:\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, with a distinguished career in financial law.\nRespondent: XXXX XXXX, a mortgage broker affiliated with XXXX XXXX  and PRMG, falsely claiming to be licensed in Tennessee at the time of initiating the transaction.\nThe Contract and NegotiationXXXX XXXX XXXX  secured a purchase contract for a home, reducing the price from XXXX XXXX XXXX XXXX XXXX, negotiating 6% in Seller Credits, bringing the net to approximately XXXX XXXX.\n\tXXXX XXXX XXXX XXXXXXXX XXXX services as a mortgage broker to find a suitable lender. XXXX XXXX XXXX XXXX by claiming she was licensed in Tennessee and qualified to handle the deal.\nLicensing Irregularities and Misrepresentation:\n\tXXXX XXXX  falsely stated her licensing in Tennessee, despite being only licensed in California as of XXXX. After several weeks and several red flags, the complainant reviewed his disclosures and found out that XXXX XXXX was not licensed in Tennessee but rather was using a colleagues license, XXXX XXXX who the complainant never met or spoke to and who was listed on the Loan Estimate and Disclosures. \n\tInvestigations into XXXX XXXXXXXX revealed licensing suspension in California due to non-payment of dues (subsequently, re-instated) and permanent revocation in Georgia due to providing false statements.\n\tThe loan estimate did not mention XXXX but rather Trevor XXXX an unknown party to XXXX XXXX.\n\tEven the lender selected by XXXX XXXX, PRMG, seems to have a questionable background. Investigation into the Loan Processor at PRMGXXXX XXXX XXXX, shows his license and ability to work in the mortgage industry was suspended for 5 years in Washington state for working without a license. \nSeller Credits & Rate Buy-Down Misconduct:\n\tInitially, the complainant informed XXXX XXXX that he had gone into contract for the purchase of the property with 6% seller credits which were essential to use to buy down the rate given the current high interest rates. XXXX XXXX stated this would not be an issue. Upon getting an initial quote, XXXX XXXX let the complainant know that he was locked at 7.625% with no points. After repeatedly requesting the Loan Estimate, the complainant was told that he would not receive it until the 3 day mandatory deadline but that he should not worry because the rate was locked. However, upon receiving the Loan Estimate, the rate was now 7.75%. The complainant was contacted by XXXX XXXX XXXX XXXX XXXX of PRMG who let the customer know it was an issue due to a manual lock procedure and could not be honored at the lower rate but this would not happen again. This was one of the first red flags noticed by the complainant. XXXX XXXX  misled XXXX XXXX  about the ability to use seller credits to buy down the rate, both in writing and verbally. She initially advised the complainant that buy down the rate was a mathematical equation for prepaid interest and would be the same charge by all lenders. She stated this could be left until the closing after all closing fees were accurately specified by the title company  applying the left over seller credit to the rate buy down. \n\tAfter several red flags, the complainant decided to request a rate sheet to assess the exact cost of buying down the rate. He was not provided this for several days. Once provided, XXXX provided an outrageous quote of XXXX to buy down the rate, roughly XXXX of the market standard, against XXXX XXXX clearly stated intention in the contract. The complainant verified this previously undisclosed amount was exaggerated by receiving two quotes from two other lenders who quoted roughly XXXX for the same buy down amount offered by PRMG for XXXX \nHELOC & Interest Rate Misguidance:\n\tXXXX repeatedly proposed a second mortgage or HELOC with over 12% interest rates, despite XXXX XXXX concerns over the increasing debt burden. The complainant was advised this would be the only real way to obtain the primary loan as it would allow the complainant to put down a down payment of 20% and lower the interest rate from almost 10% for the primary loan. He was assured this would not affect the ability to secure the primary loan regarding income and that the lender had approved this transaction for the primary mortgage on the new property and did not care about the borrower obtain such a loan. XXXX XXXX  secured a HELOC at 10% interest rate for roughly XXXX dollars after XXXX persistent misguidance, expressing concerns over her increasing interest rates.\nConfidentiality Breach & Interference:\n\tXXXX  communicated with other parties, such as the listing agent and other lenders, damaging XXXX XXXX  interests. After the complainant began seeing many red flags and was asked for XXXX dollars to buy down the rate, the complainant decided to seek financing from another lender. The complainant referred XXXX  to two lenders he had found online. However, despite being conditionally approved with PRMG without income issues to that point, after speaking to XXXX, those two lenders found issues with the complainants income and would not extend credit. The complainant decided to reach out to one lender independently to see if he alternative financing was possible with XXXX  interference. This lender quickly conditionally approved the complainant and would have been able to close on the property. However, once XXXX  learned of the competing lender when contacted by the listing agent arranging the new lenders appraisal, she informed the listing agent that the complainant would not be able to qualify due to income and had several issues with his financing. \n\tEvidence of this includes statements from the listing agent and possible texts from XXXX highlighting a clear breach of confidentiality.\n\tThis interference affected the negotiation and financial aspects of the transaction, as XXXXXXXX comments to PRMG led to a weakened bargaining position for XXXX XXXX. Subsequent to XXXX statements, the sellers agent communicated with the complainant and asked to renegotiate roughly XXXX XXXXXXXX that had been reduced from the purchase price of the property or the seller would not close on the property. The seller insisted he would not extend the closing date due to XXXX comments and would decline the deal should the complainant not proceed with the original lender and meet the original closing date. This caused great harm to the complainant as it limited his financing options with the new lender, limited his time to be able to secure financing, bound the complainant to the original lender, and put the complainants XXXX in escrow at risk if he made any misstep until closing. \nReplacement Cost Estimator (RCE) Request: XXXX XXXX  request for an RCE raises questions about her awareness of Florida's legal regulations. XXXX repeatedly asked for a RCE despite being informed by the complainant that the insurance company could not provide one as he was a Florida resident and Florida law made it illegal for a lender to ask for an RCE or condition the loan on receiving an RCE. XXXX responded stating she knew of the law but if the complainant would not provide it, he would have to increase his insurance almost by three-fold.\n\tHer response indicates knowledge of Florida's legal changes, proposing options for the loan amount or insurance agent collaboration to meet agency guidelines. This occurred despite the recent change in Florida Statute 626.9551.\n\tCS/CS/CS/HB 1209 - Solicitation of Replacement Cost Estimators and Other Proprietary Information - pp. 3435, 626.9551, F.S. -Prohibits a person (or entity) from requiring an insurance agent or agency to provide the replacement cost estimator (RCE) or other proprietary underwriting information of an insurer as a condition precedent to or subsequent to lending money or extension of credit secured by real property. The bill also prohibits an insurance agent or agency from providing such information.\nLoan Program Switch & Additional Fees:\n\tThe original loan program was a 7.75% loan on 80% of XXXX loan amount, with no discount points and a 1% mortgage broker compensation fee. XXXX XXXX and PRMG initially promised 7.625% rate and sent documentation that this rate was locked, which later changed to 7.75%.\n\tThe issue escalated with various miscommunications and delays, leading to a sudden change in the loan program.\n\tDespite being conditionally approved for several weeks, once the complainant refused to pay XXXX dollars to buy down the interest rate and after XXXX closed the alternative lending options, the complainant began having issues with PRMG. Suddenly, they were unable to verify his income. Initially, the complainant was advised that he had declining income and as such he would have to receive and exception and pay a higher rate. However, the complainant explained that the last 3 quarters his income had been roughly the same with an increase the last quarter. Nonetheless, the complainant was advised that bank statements may not be used to verify his income now and he would have to submit a P&L which would be used to verify income. The complainant submitted a P&L provided by his accountant. However, the issues continued. PRMG continued asking for bank statements and documentation regarding the bank statements including confidential and proprietary business information. Howard continued asking for conditions to be met which totaled over 25 conditions. Despite this, the complainant was assured that he had now met all conditions, had been signed off and cleared by underwriting, and that all that was left was the final investor signature. This was roughly 3-4 days before the closing and the complainant repeatedly asked for the closing disclosure in order to meet the closing deadline and explaining that the closing date could not be extended due to the issues caused by Howards disclosures to the listing agent. Despite this and the complainants statements he was worried about this being a delay to allow the lock rate to expire, the complainant was assured final signature would be received by the investor and he would be approved. PRMG, XXXX XXXX XXXX XXXX still refused to send out any disclosures. They also communicated with the title company asking for 100% LTV disclosures and various other documents with terms not previously agreed upon. However, the complainant was still assured the final step was investor signature and the property would close. He was subsequently assured the investor had signed off and approved the loan  however, everyone went silent and would not respond to the complainant. Nonetheless, the night before the closing, the complainant received a counteroffer from PRMG and XXXX stating that he had been denied for the initial product but approved for another one and if he wanted to proceed it would now cost him roughly XXXX  for the same rate and he still had to meet some conditions and other conditions may arise. This was despite the complainant repeatedly emailing both PRMG, XXXX XXXX XXXX XXXX XXXX  requesting updates and stating that he hoped this was not a tactic to delay the closing to charge higher fees. Nonetheless, these entities and individuals conspired to delay the closing, not provide disclosures, not provide any forma denials, and delay the closing to such an extent despite previously assuring approval such that they would be able to charge higher fees. Moreover, they refused to send a formal denial letter to the complainant leaving it clear that the complainant could either 1. Accept the increased fees or 2. Lose his $50,000 escrow deposit as he c","date_sent_to_company":"2023-12-05T23:49:51.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"33178","tags":null,"has_narrative":true,"complaint_id":"7952996","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PARAMOUNT RESIDENTIAL MORTGAGE GROUP","date_received":"2023-12-05T23:47:04.000Z","state":"FL","company_public_response":null,"sub_issue":"Changes in loan terms during or after closing"},"highlight":{"complaint_what_happened":["Initially, this later disclaimer was concerning as I was aware rates can be locked even <em>before</em> receiving the loan <em>estimate</em> and do not require an appraisal or initial underwriting approval. However, I decided to disregard this and proceed in good <em>faith</em>.\n \nSubsequently, I got in contact with her and she advised me the rates had increased dramatically."],"issue":["<em>Closing</em> on a mortgage"],"sub_issue":["Changes in loan terms during or after <em>closing</em>"]},"sort":[14.50672,"7952996"]},{"_index":"complaint-public-v1","_id":"7952873","_score":14.49031,"_source":{"product":"Mortgage","complaint_what_happened":"Around roughly XXXX XXXX XXXX I went under contract for the purchase of a home in XXXX, XXXX  and began my search for the best rate by finding an appropriate mortgage broker. I came across Groves Capital and decided to reach out for a rate. I was contacted by XXXX XXXX XXXX) (XXXX XXXX Loan Originator License: XXXX). Upon speaking to XXXX I explained that I was seeking to purchase a home in Tennessee. I explained that the purchase was for a property originally listed for XXXX XXXX but that I had been able to reduce the price to XXXX with XXXX in seller credits ($XXXX). She assured me that Groves Capital and herself were licensed in Tennessee so she would be able to get us the best rates for this transaction as she had an expansive network of banks she could reach out to for the best rates. I saw her emailed noted We are licensed in: AR, AZ, CA, CO, FL, HI, IA, ID, IL, MD, MI, NJ, OH, OR, PA, SC, TN, TX, VA, WA, WY. Pending Licenses in:  LA, MN, NC, NV, IN. However, I also noted that her email noted that they were in the Top 1% of brokers, fastest growing loan officers, and featured on several news articles such as XXXX and XXXX XXXX XXXX as well as XXXX XXXX However, I noted the email also stated that they had an A+ rating on the XXXX but they were not XXXX rated when clicking on the link and had a 3 out of 5 star rating. \n\nI let her know that I wanted to use the seller credits to pay for the closings costs and to buy down the rate and asked for a temporary buy down such as a 3-2-1 buydown. She stated no lender offered temporary buydowns such as a 3-2-1 buydown for this type of loan at this price point but that I could do a permanent buydown and reduce the interest rate as much as I wanted to given that I would have roughly XXXX XXXX left over after closing costs. I let her know we could do that as it would essentially reduce my rate a couple of percentage points and allow me to keep the mortgage for longer. She let me know that it was a mathematical equation to reduce the rate by a certain amount and we would just do so at the closing once we had all the lender fees - essentially we would just apply these left over credits to the interest rate at the closing table. Subsequently, she asked me to submit an application and get a credit report and discussed some rates she had received and sent me a quote via email for 8.35% or 7.75% with roughly XXXX in points buydown and a 15% down payment. I noticed her email stated The rate CANNOT be locked until we have an appraisal and initial underwriting approval from lender. Initially, this later disclaimer was concerning as I was aware rates can be locked even before receiving the loan estimate and do not require an appraisal or initial underwriting approval. However, I decided to disregard this and proceed in good faith.\n \nSubsequently, I got in contact with her and she advised me the rates had increased dramatically. She advised me that rates were now at almost 9% for a 15% down payment mortgage and advised in getting a mortgage at 20% down payment which would bring the rates back down to the 7.75% range with no points. I let her know that I did not have 20% available for this property which would be roughly XXXX She asked if I had any other properties and I let her know I had an apartment that was currently rented and the home I was living at. She asked whether these had any equity and I let her know they should. She advised me to take out a HELOC on a property in order to have more cash available for a down payment which would reduce my mortgage rate and subsequently refinance a few years down the road once I had gained some equity. She sent me a quote for this via email which was at 9.8% with XXXX points cost for a XXXX of XXXX  She explained that the overall payment would actually be lower if I took this out as it would reduce the main rate for the larger mortgage and stated that her lender was perfectly fine with taking out a XXXX and using that for a down payment. I let her know that that was a good idea and I would consider it.\n \nAfter considering this, I reached out to her and let her know we could proceed as she had advised and to please send the Loan Estimates for both the mortgage and the XXXX. She let me know that she was out of the office and would do so when she had a chance. She sent me a link on XXXX XXXX XXXX  XXXXo send her all of my documents such as my income and identity documents. On XXXX XXXX XXXX I reached out again regarding the loan and was advised that rates had gone up again and that the XXXX she was offering was now roughly from 10.75% to 13.375%. On XXXX XXXX XXXX she advised me via email she was trying to get a lock at 13.375% and that there would be fees such as appraisal and title fees but that she could not receive an estimate. I told her that I would be flying to Tennessee for the property inspection but to please send me the loan estimates for the mortgage and XXXX. Once I landed, I again asked for them and she wrote me via email that they had not made the loan estimates yet and that they had three days to make them but she had locked the rate. I asked to please be sent all numbers so I could be sure about the fees and especially in regards to the mortgage, which I had been told that they could beat 7.75% if I went with them. By the end of the day, I still had not received any official documents and grew worried about the rate as I was now paying 7.75% for a 20% mortgage instead of a 15% mortgage and having to take a HELOC to cover this expense and I did not want rates to jump again on me. I decided to call XXXX  who let me know that she had the rate locked at 7.625% and sent me a snipping of the lock and stated that XXXX would honor it in their loan estimate but that they were doing a manual lock so it was taking longer to send the loan estimate but assured me not to worry. She sent me several snippings and emails confirming that we were good to go and things would not change including forwarding an email from XXXX  saying the rate was locked.\n\nOn XXXX XXXX XXXX, she let me know that the rate had now gone up to 7.75% and that they still could not send the Loan Estimate but sent me a Loan Estimate draft. I complained about the rate going up despite being told it was locked at 7.625% and she scheduled a call with XXXX XXXX of XXXX who let me know the issue was that the rate had been manually locked and that the system did not process it and that now the rate was 7.75%. I explained that I had relied on the lower rate to go with them but to please proceed without any other surprises as I wanted this deal to go through without a problem. I was assured I would receive no new surprises and that they would honor the new 7.75% rate without any new surprises. XXXX also sent me a Loan Estimate from XXXX XXXX for a HELOC at 12.625% for a XXXX  of XXXXXXXX   with origination fees to Groves Capital of XXXXXXXX (2%). I complained to her about additional origination fees by Groves Capital when she had advised a HELOC to reduce costs and they were already being paid roughly XXXX dollars for the mortgage and she said she might be able to reduce it to 1% if the HELOC was for a lower amount. \n\nAt this point, I felt that an increase from the initially quoted 9.8% for the HELOC to now a 12.625% with XXXX  in origination costs combined with the frequent changes in rate, inability to receive loan estimates, and increase in rate on the mortgage to buy the property itself was abusive and I had to find an alternative at least for the HELOC itself. I decided to submit my application with various lenders and was able to receive a HELOC for roughly 10% interest and only roughly XXXX in costs. A few days later I let XXXX know I had found another lender for the HELOC and would proceed in that manner. \n\nThings settled down but now I was a little cautious about how things were going. I proceeded with the lending and was subsequently told by XXXX that the underwriting was going through without any issues and that I had been conditionally approved by XXXX She stated that my income was more than enough for the property and that I had a XXXX of only 17% and we were qualified up to at least 43% XXXX. She stated we were essentially only waiting for the appraisal in order to be able to close. \n\nI was relieved and allowed roughly a week to pass before looking at things further. However, now that I had seen a few red flags from Groves Capital, XXXX, and XXXX I decided to look into the cost of buying down the rate. I communicated with XXXX regarding increased title costs roughly $4,000 over what was in the loan estimate by the title company. I also discussed the rate buy down and was assured against this would be done at the closing table, would be left to the very end given how the closing costs may change, and that it was a mathematical equation of prepaid interest that every lender charges as you are essentially just prepaying your interest up front. However, roughly around XXXX XXXX XXXX,  I began doing research regarding the rates and began scrolling through XXXX when I found out that buying down the interest rate was not a mathematical equation as I had been told and should not be left to the closing table. In contrast to what XXXX  had told me, lenders can charge any amount they deem fit to buy down the rate as this is not regulated. Moreover, if you do not use the seller credits for closing costs, the seller credits will be returned to the seller. Having found this out, I became hysterical as I would essentially be in a position to lose the roughly XXXX  dollars by it being returned to the seller. Now several weeks had passed and I was unsure if I would be able to get a new lender. Moreover, I had successfully filled my application for a HELOC for roughly XXXX to be able to increase my down payment as suggested by XXXX  and would be in a terrible position if I did not acquire the property. Knowing this, I decided to reach out to XXXX  to send me a rate sheet to be able to calculate how much I would be charged to buy down the interest rate. \n\nOn XXXX XXXX XXXX  I reached out to XXXX to receive a rate sheet to be able to calculate the interest rate. She told me that she had reached out to XXXX to receive this but that it would take several days to receive as they did not have rate sheets readily available. I felt this was not honest as I was able to pull up rate sheets immediately with several lenders online including XXXX XXXXXXXX XXXX XXXX  and several other lenders I had researched. I decided to give them several days and kept following up to see when I could receive this. However, despite reaching out several times, they would not send a rate sheet or any documentation regarding how much it would cost to reduce the rate with the remaining seller credits. I kept reaching out to XXXX and she kept telling me she could not rush the lender. I told her I was worried that the lender would have another surprise after everything that had happened before and that I needed and official document from them showing what it would cost to buy down the rate. She kept delaying and would not offer me any information regarding how much it would cost. I let her know that I was in a rush as several weeks had passed and the more time progressed the less option I would have with other lenders. However, I could not get any further information to resolve this matter. \n\nAround XXXX XXXX XXXXXXXX XXXX  let me know that XXXX  would be asking for roughly XXXX  dollars to reduce the rate by 1.25% from 7.75% to 6.5%. I began to investigate whether this amount was a reasonable amount to charge to reduce the price by 1.25% and received several instant quotes from several other lenders including XXXX XXXX XXXX XXXX XXXX Both these lenders quoted only around XXXX dollars to reduce the rate by 1.25% under the same mortgage program - essentially makinXXXX XXXX XXXX  XXXX quote 300% that of any other lender for reducing the price only 1.25%. At this point, I became hysterical regarding this issue as I had had several bait and switch tactics pulled throughout this whole process with this broker and lender. Now, XXXX  and XXXX were essentially letting me know that unless I paid $XXXX to reduce the price only 1.25%, I would either have to pay them that or the excess of XXXX  dollars in seller credits would be returned to the seller. I communicated with XXXX that we would have to find another lender as we had wasted several weeks working with XXXX and that I had been concerned and voiced my concerns regarding their several bait and switch tactics since we had began working with them. However, XXXX insisted there were no other lenders that could help us and that we should not let go oXXXX XXXX as my income had been approved by them and we were almost all set to close. I began reaching out to other lenders and let her know that XXXX XXXX and XXXX XXXX offered a much more reasonable cost to reduce the rate and that XXXX XXXX even offered a 3-2-1 Buydown option which would be much more beneficial as if I refinanced within 3 years, I would be credited back any unused amount of the seller credits. I referred her to them and let her know I had been quoted at 7.75% with no points. I told her I wanted to give her another chance but to please not let me down and she ensured me she would work with these other lenders to get me the best rate and close on time - she let me know by the next day I would receive my new Loan Estimates from these lenders. I had already began the process with XXXX XXXX and XXXX XXXX and had received quotes at 7.75% with reasonable buy down options and she would only have to continue the process. At this point, I did not know whether I could fully trust her or if the lender was the point of issue, I referred her to XXXX XXXX and XXXX XXXX to get alternative lending but I had also reached out to XXXX and decided to keep this to myself to see if she was the cause of the issue of if it was only the lender. \n\nWithin one day of being referred to XXXX XXXX and XXXX XXXX by the very next day of XXXX discussing anything with them, my rate had now increased from these lenders from 7.75% to roughly 8.375%. XXXX  also provided me a Loan Estimate stating it was from XXXX XXXX but I now noticed that the points cost had increased from roughly XXXX XXXX XXXX XXXXo work with XXXXXXXX XXXX instead of XXXX. This was in stark contrast from the quote I had received directly from XXXX XXXX the day prior at 7.75% with no points costs. Moreover, I noticed that the lender on the Loan Estimate stated it was from Groves Capital Inc. with a Tennessee NMLS license of XXXX as the lender instead of XXXX XXXXe and it did not contain any information regarding the Mortgage Broker. I was not only surprised that my rate and points had gone up just one day after letting XXXX  know to pursue this alternate lender, but was also surprised how the Loan Estimate was drafted. I decided to look at this Loan Estimate and compare it to the previous one received from XXXX. I saw that XXXX had been listed as the lender on their Loan Estimate and that the Mortgage Broker as Groves Capital Inc. XXXX License XXXX and XXXX License XXXX and the Loan Officer as XXXX XXXX XXXX License XXXX  and Tennessee License XXXX In no way, shape, or form was XXXX XXXX listed in any of the disclosures. I had not met or ever heard of XXXX XXXX  Moreover, it seemed that XXXX XXXX  was using his Tennessee license to process this mortgage. Moreover, it also seemed like Groves Capital was citing XXXX XXXX license as well as their XXXX License. When I then compared the Loan Estimate I had received when XXXX XXXX quoted the XXXX by XXXX XXXX at 12.625% and roughly XXXX  in points, I also noted this was a Loan Estimate for Florida as the property was located in Florida but again XXXX XXXX  was not mentioned in any part of the disclosure. Instead, XXXX XXXX was again noted to be the Mortgage Officer as follows: LOAN OFFICER XXXX XXXX XXXX XXXX LICENSE ID XXXX. In this case, Groves Capital used a separate license instead of XXXX XXXX in contrast to how they had drafted the Tennessee Loan Estimate as follows: MORTGAGE BROKER Groves Capital, Inc. XXXX LICENSE ID XXXX  \n\nWhen I discovered thaXXXX XXXX XXXX had notified XXXX other lenders, and brokers that I was seeking new financing options, it was clear that she had communicated with other parties involved in the transaction, which negatively impacted my interests. I had already noticed several red flags and decided not to pay an exorbitant fee of XXXX  to lower the interest rate, choosing instead to find another lender. I referred XXXX XXXX  to two online lenders, but after she spoke to them, they suddenly found issues with my income and refused to extend credit. Not deterred, I approached another lender on my own, who conditionally approved me swiftly, signifying that I could have closed on the property.\n\nHowever, once XXXX XXXX learned that another lender might be involved, she told the listing agent that I wouldn't qualify due to supposed income issues. This unwarranted interference weakened my bargaining position considerably. Following her remarks, the seller's agent came back to me to renegotiate the purchase price by approximately XXXX threatening not to close on the property unless I stuck with the original lender and adhered to the initial closing date. This put me in a precarious situation, limiting my financing options, binding me to the original lender, and putting my XXXX XXXXn escrow at risk.\n\nAfter refusing to pay the fee to buy down the rate, I began encountering problems with XXXX, the lender I was conditionally approved with. They suddenly became unable to verify my income, claiming it was declining and that I'd need to pay a higher rate. I clarified that my income had been consistent, with an increase in the last quarter. Despite this, XXXX  changed their requirements, asking for a XXXX and then for bank statements, including sensitive business information.\n\nI fulfilled over 25 conditions set forth by XXXX XXXX anXXXX XXXX who continued to request more documentation. Even after being told I had met all conditions and just awaited the final investor signature, nothing progressed. I repeatedly requested the closing disclosure to meet the deadline, concerned that these delays were a ploy to let the rate lock expire and incur higher fees.\n\nThe night before closing, XXXX and XXXX  sent me a counteroffer: I was denied the initial loan product but approved for another, which would now cost me an additional XXXX for the same rate, with the possibility of more conditions. This came after I had repeatedly sought updates and expressed concerns that this delay might be a strategy to justify higher fees.\n\nIn the end, I was left with a stark choice: either accept the increased fees or risk losing my XXXX escrow deposit. This was because I couldn't officially claim that the financing contingency hadn't been met without a formal denial, which they refused to provide. It was a concerted effort to delay the closing, avoid providing disclosures or formal denials, and ultimately, it seemed they intended to charge me higher fees under pressure. XXXX counteroffer required additional payments and higher rates, raising suspicion of intentional delay and a bait and switch tactic. These actions seem clearly in conflict with regulations protecting consumers. \n\nI was forced to back out of the deal. Even then, XXXX and XXXX  refused to issue me a formal denial letter so that I would not be able to get back my XXXX XXXXn escrow payment. THE HOME WENT BACK ON THE MARKET AND SOLD FOR XXXX MORE THAN I HAD IT UNDER CONTRACT FOR. THIS CAUSED ME A TREMENDOUS FINANCIAL LOSS. I AM SEEKING YOUR HELP IN HOLDING THESE PEOPLE ACCOUNTABLE FOR THEIR CLEAR VIOLATIONS. \n\n\n\nFACTS:\nIntroduction of Parties:\nComplainant: XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXl, with a distinguished career in financial law.\nRespondent: XXXX XXXX, a mortgage broker affiliated with Grove Capital and XXXX, falsely claiming to be licensed in Tennessee at the time of initiating the transaction.\nThe Contract and Negotiation:\n\tXXXX XXXX  secured a purchase contract for a home, reducing the price from XXXX XXXX XXXX XXXX XXXX negotiating 6% in Seller Credits, bringing the net to approximately XXXX XXXX.\n\tXXXX XXXX engaged XXXX XXXX  services as a mortgage broker to find a suitable lender. XXXX misled XXXX XXXX by claiming she was licensed in Tennessee and qualified to handle the deal.\nLicensing Irregularities and Misrepresentation:\n\tXXXX XXXX falsely stated her licensing in XXXX, despite being only licensed in XXXX as of XXXX. After several weeks and several red flags, the complainant reviewed his disclosures and found out that XXXX XXXX was not licensed in Tennessee but rather was using a colleagues license, XXXX XXXX, who the complainant never met or spoke to and who was listed on the Loan Estimate and Disclosures. \n\tInvestigations into Grove Capital revealed licensing suspension in California due to non-payment of dues (subsequently, re-instated) and permanent revocation in Georgia due to providing false statements.\n\tThe loan estimate did not mention XXXX but rather XXXX XXXX  an unknown party to XXXX XXXX\n\tEven the lender selected by XXXX XXXX XXXX, seems to have a questionable background. Investigation into the Loan Processor at XXXX, XXXX XXXX shows his license and ability to work in the mortgage industry was suspended for 5 years in XXXX state for working without a license. \nSeller Credits & Rate Buy-Down Misconduct:\n\tInitially, the complainant informed XXXX XXXX that he had gone into contract for the purchase of the property with 6% seller credits which were essential to use to buy down the rate given the current high interest rates. XXXX XXXX  stated this would not be an issue. Upon getting an initial quote, XXXX XXXX let the complainant know that he was locked at 7.625% with no points. After repeatedly requesting the Loan Estimate, the complainant was told that he would not receive it until the 3 day mandatory deadline but that he should not worry because the rate was locked. However, upon receiving the Loan Estimate, the rate was now 7.75%. The complainant was contacted by XXXX XXXX XXXXnd XXXX XXXX of XXXX who let the customer know it was an issue due to a manual lock procedure and could not be honored at the lower rate but this would not happen again. This was one of the first red flags noticed by the complainant. XXXX XXXX misled XXXX XXXX about the ability to use seller credits to buy down the rate, both in writing and verbally. She initially advised the complainant that buy down the rate was a mathematical equation for prepaid interest and would be the same charge by all lenders. She stated this could be left until the closing after all closing fees were accurately specified by the title company  applying the left over seller credit to the rate buy down. \n\tAfter several red flags, the complainant decided to request a rate sheet to assess the exact cost of buying down the rate. He was not provided this for several days. Once provided, XXXX provided an outrageous quote of XXXX  to buy down the rate, roughly 300% of the market standard, against XXXX XXXX clearly stated intention in the contract. The complainant verified this previously undisclosed amount was exaggerated by receiving two quotes from two other lenders who quoted roughlXXXX XXXX for the same buy down amount offered by XXXX for XXXX. \nHELOC & Interest Rate Misguidance:\n\tXXXX  repeatedly proposed a second mortgage or HELOC with over 12% interest rates, despite XXXX XXXX  concerns over the increasing debt burden. The complainant was advised this would be the only real way to obtain the primary loan as it would allow the complainant to put down a down payment of 20% and lower the interest rate from almost 10% for the primary loan. He was assured this would not affect the ability to secure the primary loan regarding income and that the lender had approved this transaction for the primary mortgage on the new property and did not care about the borrower obtain such a loan. XXXX XXXX XXXXecured a XXXX at 10% interest rate for roughly $XXXX dollars after XXXX  persistent misguidance, expressing concerns over her increasing interest rates.\nConfidentiality Breach & Interference: XXXX communicated with other parties, such as the listing agent and other lenders, damaging XXXX XXXX  interests. After the complainant began seeing many red flags and was asked for XXXX  dollars to buy down the rate, the complainant decided to seek financing from another lender. The complainant referred XXXX  to two lenders he had found online. However, despite being conditionally approved with XXXX without income issues to that point, after speaking to XXXXXXXX, those two lenders found issues with the complainants income and would not extend credit. The complainant decided to reach out to one lender independently to see if he alternative financing was possible with XXXX interference. This lender quickly conditionally approved the complainant and would have been able to close on the property. However, once XXXX  learned of the competing lender when contacted by the listing agent arranging the new lenders appraisal, she informed the listing agent that the complainant would not be able to qualify due to income and had several issues with his financing. \n\tEvidence of this includes statements from the listing agent and possible texts from XXXX highlighting a clear breach of confidentiality.\n\tThis interference affected the negotiation and financial aspects of the transaction, as XXXXs comments to XXXX  led to a weakened bargaining position for XXXX XXXX Subsequent to XXXX  statements, the sellers agent communicated with the complainant and asked to renegotiate roughly XXXX XXXXXXXX that had been reduced from the purchase price of the property or the seller would not close on the property. The seller insisted he would not extend the closing date due to XXXX comments and would decline the deal should the complainant not proceed with the original lender and meet the original closing date. This caused great harm to the complainant as it limited his financing options with the new lender, limited his time to be able to secure financing, bound the complainant to the original lender, and put the complainants XXXX in escrow at risk if he made any misstep until closing. \nReplacement Cost Estimator (RCE) Request:\n\tXXXX XXXXs request for an RCE raises questions about her awareness of Florida's legal regulations. XXXX repeatedly asked for a RCE despite being informed by the complainant that the insurance company could not provide one as he was a Florida resident and Florida law made it illegal for a lender to ask for an RCE or condition the loan on receiving an RCE. XXXX  responded stating she knew of the law but if the complainant would not provide it, he would have to increase his insurance almost by three-fold.\n\tHer response indicates knowledge of Florida's legal changes, proposing options for the loan amount or insurance agent collaboration to meet agency guidelines. This occurred despite the recent change in XXXX XXXX XXXX XXXX XXXX - Solicitation of Replacement Cost Estimators and Other Proprietary Information - pp. 3435, 626.9551, F.S. -Prohibits a person (or entity) from requiring an insurance agent or agency to provide the replacement cost estimator (RCE) or other proprietary underwriting information of an insurer as a condition precedent to or subsequent to lending money or extension of credit secured by real property. The bill also prohibits an insurance agent or agency from providing such information.\nLoan Program Switch & Additional Fees:\n\tThe original loan program was a 7.75% loan on 80% of XXXX loan amount, with no discount points and a 1% mortgage broker compensation fee. XXXX XXXX and XXXX  initially promised 7.625% rate and sent documentation that this rate was locked, which later changed to 7.75%.\n\tThe issue escalated with various miscommunications and delays, leading to a sudden change in the loan program.\n\tDespite being conditionally approved for several weeks, once the complainant refused to pay XXXX  dollars to buy down the interest rate and after XXXX  closed the alternative lending options, the complainant began having issues with XXXX. Suddenly, they were unable to verify his income. Initially, the complainant was advised that he had declining income and as such he would have to receive and exception and pay a higher rate. However, the complainant explained that the last 3 quarters his income had been roughly the same with an increase the last quarter. Nonetheless, the complainant was advised that bank statements may not be used to verify his income now and he would have to submit a XXXX which would be used to verify income. The complainant submitted a XXXX provided by his accountant. However, the issues continued. XXXX continued asking for bank statements and documentation regarding the bank statements including confidential and proprietary business information. XXXX  continued asking for conditions to be met which totaled over 25 conditions. Despite this, the complainant was assured that he had now met all conditions, had been signed off and cleared by underwriting, and that all that was left was the final investor signature. This was roughly 3-4 days before the closing and the complainant repeatedly asked for the closing disclosure in order to meet the closing deadline and explaining that the closing date could not be extended due to the issues caused by XXXX disclosures to the listing agent. Despite this and the complainants statements he was worried about this being a delay to allow the lock rate to expire, the complainant was assured final signature would be received by the investor and he would be approved. XXXX XXXX XXXX and XXXX still refused to send out any disclosures. They also communicated with the title company asking for 100% XXXX disclosures and various other documents with terms not previously agreed upon. However, the complainant was still assured the final step was investor signature and the property would close. He was subsequently assured the investor had signed off and approved the loan  however, everyone went silent and would not respond to the complainant. Nonetheless, the night before the closing, the complainant received a counteroffer from XXXX and XXXX stating that he had been denied for the initial product but approved for another one and if he wanted to proceed it would now cost him roughly XXXX XXXXor the same rate and he still had to meet some conditions and other conditions may arise. This was despite the complainant repeatedly emailing both XXXX XXXX XXXX, and Groves Capital requesting updates and stating that he hoped this was not a tactic to delay the closing to charge higher fees. Nonetheless, these entities and individuals conspired to delay the closing, not provide disclosures, not provide any forma denials, and delay the closing to such an extent despite previously assuring approval such that they would be able to charge higher fees. Moreover, they refused to send a formal denial letter to the complainant leaving it clear that the complainant could either 1. Accept the increased fees or 2. Lose his $XXXX  escrow deposit as he c","date_sent_to_company":"2023-12-05T23:45:46.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"33178","tags":null,"has_narrative":true,"complaint_id":"7952873","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Groves Capital, Inc.","date_received":"2023-12-05T23:38:55.000Z","state":"FL","company_public_response":null,"sub_issue":"Changes in loan terms during or after closing"},"highlight":{"complaint_what_happened":["Initially, this later disclaimer was concerning as I was aware rates can be locked even <em>before</em> receiving the loan <em>estimate</em> and do not require an appraisal or initial underwriting approval. However, I decided to disregard this and proceed in good <em>faith</em>.\n \nSubsequently, I got in contact with her and she advised me the rates had increased dramatically."],"issue":["<em>Closing</em> on a mortgage"],"sub_issue":["Changes in loan terms during or after <em>closing</em>"]},"sort":[14.49031,"7952873"]},{"_index":"complaint-public-v1","_id":"4034461","_score":14.422295,"_source":{"product":"Mortgage","complaint_what_happened":"In XXXX of XX/XX/2019I refinanced my FHA home mortgage that was owned by XXXX XXXX XXXX. My refinance and loan were handled by USAA. I worked with a loan officer on the terms of my refinance. The goal was to both get rid of PMI payments as well as lower my monthly amount due. Over this correspondence my predicted estimates were reasonable and agreeable in that it would make sense for me to refinance as the original lender could not beat USAA 's offer. See image one that clearly states that the estimated total includes property taxes. \n\nEven looking at my closing cost details of the document that I signed for the new loan agreement nothing looks off as to the issue that later became apparent. See image two, the documents clearly show that Property Taxes are shown as both \" ( 6 mo. ) '' and \" per month for 6 mo. \". This was also explicitly expressed by myself to the loan officer in the initial correspondence about refinancing my loan. My loan was signed and closed XX/XX/2019. \n\nMy payment was as expected until XXXX. On XX/XX/XXXX, the mortgage server XXXX did an escrow analysis that projected that my escrow account would be underfunded and that my payment would be increased. There was no communication of this action or increase, I logged into my account that month to see that my payment had increased XXXX dollars or 20 % increase. \n\nI initially contacted USAA support to explain why this was the case. They referred me to XXXX XXXX  for support as they weren't the loan servicer. I contacted XXXX at least 3 times asking for them to explain why my payment and escrow account would have any issue barely 6 months after refinancing. I have purchased 2 homes prior and never had an issue. Finally they expressed that there was an error in the calculation of the origination of the loan when it was funded and that they only serviced the loan and that USAA are the ones that handle the loan origination. \n\nSo back to USAA support, multiple calls and multiple personnel, eventually I was told to contact the person who was my loan agent during that time. I contacted her and asked for an explanation as to what happened. I did not receive a response for a week so I contacted her manager, then loan agent called the following day. She expressed that they had made an error and had calculated my semi-annual property taxes on an annual basis. By that calculation the difference in what my projected monthly payment would be was substantial. Substantial enough that I would not have refinanced with USAA nor would it have made a difference in my payment, as I am now paying exactly the same amount as I was before refinancing. \n\nShe said that there was nothing that they could do as the loan was closed and referred me to their Executive Resolution team to see if they could help resolve this. After being sent to this new team and them reviewing my account and what had happened they expressed that while they messed up and calculated the costs wrong, that they could do nothing. \n\nAs a consumer and researching this issue, this is not only predatory behavior, but unconscionable. USAA has a team of lawyers, they have entire departments and specialized teams that review loan applications at multiple steps. I look at both the documents I was sent prior to my loan closing, and the actual closing documents and see that it clearly states that there is the distinction of the property taxes listed amount is for semi-annually or 6 months. \n\nHow is it that there is no liability for a financial firm on this. Of course they are going to drive down any payment or cost to the consumer that will make them think they may be getting a better deal, when reality there is no risk to them for funding a miscalculated loan where the burden of the error only falls directly on the consumer. I don't use their services to be hoodwinked into a deal, I assume in good faith that my best interests are being looked out for when I choose to do business with a company. \n\nAfter their executive team failed to resolve the issue besides shrugging their shoulders, I asked to speak with any VP over the departments, supervising leads, or somebody other than someone that is going to tell me \" yeah sorry we made and error but we can't do anything ''. \n\nIn short, I was given a payment of XXXX  monthly, after six months this amount rose to XXXX without communication or explanation. Only after calling and investigating did I find that the origination of the loan by USAA the property taxes of XXXX semi annually had been calculated as the annual amount. Their error, will cost XXXX dollars over the life of the loan. How is it that a regulated financial institution such as USAA, can't both be held liable or even offer some type of recourse for an error that they made.","date_sent_to_company":"2020-12-28T05:05:30.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"95350","tags":null,"has_narrative":true,"complaint_id":"4034461","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2020-12-28T04:00:34.000Z","state":"CA","company_public_response":"Company believes complaint is the result of an isolated error","sub_issue":null},"highlight":{"complaint_what_happened":["Over this correspondence my predicted <em>estimates</em> were reasonable and agreeable in that it would make sense for me to refinance as the original lender could not beat USAA 's offer. See image one that clearly states that the <em>estimated</em> total includes property taxes. \n\nEven looking at my <em>closing</em> cost details of the document that I signed for the new loan agreement nothing looks off as to the issue that later became apparent."]},"sort":[14.422295,"4034461"]},{"_index":"complaint-public-v1","_id":"3398039","_score":14.179359,"_source":{"product":"Mortgage","complaint_what_happened":"I am a current customer of Rocket Mortgage. I wanted to refinance my mortgage while rates are so good. I Rocket called and got a broker names XXXX. XXXX. He assured me in writing 9 times, via text that he would create a 23 year \" Yourgage '' at 3.75 % Zero points. He repeatedly told me that 3.75 at zero points was agreed on, however, he would post a totally different disclosures at 3.75 % with points from 1.5 to 3 points, and then he'd defend that decision saying that is the best the market can do, but hed then tell me several times again Id get 3.75 I'd get zero points. XXXX also has never posted a final loan estimate packet, which is easiest to read, instead he posted 3 separate and different loan re-disclosure forms which are not easy to read. It is my OPINION XXXX delayed posting these interest rate disclosures and he refused to post the Loan Estimate packet because he was likely waiting until rates increased again before releasing the document, at which time I would be stuck, and hed still be compliant by eventually giving me the documents required by law. I started this process on Monday XX/XX/XXXX and I withdrew my application for refinance Friday XX/XX/XXXX. I just wanted someone to know that Rocket Mortgage in my opinion deceived me on at least 9 occasions, and I am concerned if it is not just me who else are they taking advantage of. Here is a transcript, unedited of all my texts between me and XXXX at Rocket Loans. Note as I got more and more upset, I began to just call him Liar. Not my best moments. \nText Exchange, unedited : -- -- -- Monday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) Let me know if you need any help with e-signatures. \n\nMe ( XXXX XXXX ) Will do XXXX Me ( XXXX XXXX ) All signed, pay stub emailed. \n\nMe ( XXXX XXXX  ) Please confirm nothing else needed from me thanks XXXX ( XXXX XXXX ) We are good to go! Keep an ear by the phone, appraiser will be reaching out next Me ( XXXX XXXX ) Ok, sounds great Me ( XXXX XXXX ) XXXX, what appraised value on out home gets us to the next pricing tier? Was it XXXX???? I did not write that down. \n\nMe ( XXXX XXXX ) Our home XXXX ( XXXX XXXX ) yup! XXXX Me ( XXXX XXXX ) Hey j looked thru the loan estimate and I was totally shocked to see 3 origination points out there. That is a ton, especially if I look outside of Rocket where I see tons of rates for my situation under 3.75 at 1 point for that? I even called a local bank I was told over the phone they could beat the 3.75 and do no points. XXXX in points for someone in my situation and 3.75 seems really really high as I look at the details. This is causing me to pause. \n\nMe ( XXXX XXXX ) XXXX honestly I am literally out the door shopping today if what I am being told outside of rockets estimate is firm and accurate XXXX ( XXXX XXXX ) I'm going to make sure we take good care of you throughout this process, again I want to be as conservative as possible. My pricing director is going to take care of us when it comes to pts. We just want a firm value to work with XXXX ( XXXX XXXX ) post appraisal XXXX ( XXXX XXXX ) I'll make sure to send a re-disclosure out. I want to let everything fall in place post appraisal. When it comes to the pts I'll make sure we get you the best approved pricing possible. \n\n\nXXXX ( XXXX XXXX ) Other lenders will tell you anything to get foot in the door. I'd rather be conservative and honest on what I can close on in a worse case scenario. \n\nMe ( XXXX XXXX ) Ok thanks XXXX, 3 points really shocked me. Let 's stay the course for now and see where the appraiser lands and go from there. \n\nXXXX ( XXXX XXXX ) I'm not going to have you pay 3 pts on this, even if the home appraises lower. We want to make sure we keep you right here at QL with the best possible refi option. \n\nMe ( XXXX XXXX ) Thanks XXXX I appreciate it! \n\nMe ( XXXX XXXX ) Screenshot_20190916-230608_Adobe_Acrobat.jpg 625.6 kB Hi XXXX, late text, I paid zero points to you when I originated my loan at a higher rate. I really would expect zero points for this refi. \n\nMe ( XXXX XXXX ) No need to call tomorrow, the more I think of it, in this market points paid by the borrower at 3.75, any points is throwing money away. That said before I pay for an appraisal I do need this portion ironed out on paper, or I will need to do my due diligence and walk over to the bank who quoted me today, zero points and possible better rate. No offense, this is cash out of pocket. So please let me know the deal in points we can talk rate after an appraisal. Almost 14k in points is simply insane. \n\nMe ( XXXX XXXX ) XXXX, the delta on my interest rate on my current loan and apr on my current loan is ... .... \n.009 %. The delta on the refi between interest rate and apr is a HUGE .357 %! I am hopeful these texts are arriving not on your phone but at work. My day is packed and I have little time. \n\nMe ( XXXX XXXX ) So I closing tonight. Tomorrow, I need confirmation that I will have zero points, or I will need to pause and start making other calls. I need this decided for me tomorrow. If you look back at my prior almost refi, this is not bluff, I walked 1 half way thru the process, I just won't waste XXXX bucks to an appraiser to figure it out first. Sorry XXXX, time is short and I need rush this through QL or start asking around. XXXX XXXX in  points is just plain insane. \n\n-- -- -- Tuesday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) XXXX, thanks for the feedback. I'll take a look at a no point option. Again, any lender in America has to base pricing off the final appraised value. You are a serviced client of ours, we are going to do everything we can to get you the best XXXX ( XXXX XXXX ) possible option. Would you be open to a slightly higher rate at 0 points? Let me know what you think, I want to make sure this is perfect for you and the fam Me ( XXXX XXXX ) Hi XXXX if you could let me know the best QL can offer relative to points at 3.75? \n\nXXXX ( XXXX XXXX ) Based off the conservative value we would be able to get down to 1.5. However at 70 % LTV we could cover all points. This is the beauty of being a direct lender, we can assess the risk base pricing upfront. \n\nXXXX ( XXXX XXXX ) I'm going to do everything on my end to make sure we get you the best loan to close with the easiest process. \n\nMe ( XXXX XXXX ) So if the appraiser comes back giving us 70 % we could be 0 points and if XXXX, 3.625, 0 points? \n\nMe ( XXXX XXXX ) Otherwise as is, 1.5 points if XXXX on the value still? \n\nXXXX ( XXXX XXXX ) correct, the final pricing is all dictated on the appraised value. Like I said, I want to be as conservative on pricing up front and let things fall into place as we close -- -- -- Wednesday, XX/XX/2019 -- -- -- Me ( XXXX XXXX  ) Hi XXXX. The appraiser will be out tomorrow. I also saw the fed cut rates another 1/4 point today affecting mortgage rates, will QL react and lower rates overall and will it affect my application, refi? \n\n-- -- -- Thursday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) I'm going to see if the pricing will be affected, if there is any discount I can apply due to a pricing cut by feds I'll surely apply for you guys Me ( XXXX XXXX ) Thanks XXXX, from your most pain in the XXXX customer. I really do appreciate your patience. \n\nXXXX ( XXXX XXXX ) No way! you're the man : ) Me ( XXXX XXXX ) I get wound up in the details man. I appreciate your patience! \n\nMe ( XXXX XXXX ) Appraiser just left, any idea how long before it comes in? Ie what is the norm? \n\nXXXX ( XXXX XXXX ) next couple days, I'll keep an eye out -- -- -- Monday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) Hey XXXX, appraisal came back at XXXX! I am in meetings All day tomorrow. Could you send me best rate, hopefully no points, given ltv and my personal situation? Obviously no pmi, lower rate I think and no points? \n\nMe ( XXXX XXXX ) I may ask for a bot more cash out depending on what you and me, so please text or update the good faith estimate in docs. Thanks man! \n\nMe ( XXXX XXXX ) But Me ( XXXX XXXX ) Bit -- -- -- Wednesday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) I can get us a 3.5 % fixed rate at 2.5 pts ( half a pt less in cost! ) OR I can keep the 3.75 % and cover pts on that. pricing has definitely improved with the higher value : ) Me ( XXXX XXXX ) Is 2.5 points the absolute best you can do at 3.5 %? I can not understand 2.5 % in points for a .25 % improvement in rate. Can you explain that, it makes no sense. \n\nMe ( XXXX XXXX ) Generally in my experience 1 point in rate equals 1 origination point. \n\nXXXX ( XXXX XXXX ) I haven't submitted to my pricing director yet,  we are going to get it down as low as humanly possible. I should know within the day. \n\nMe ( XXXX XXXX ) I please check and look at my history. In XXXX I walked away from a refi with you, when I reached an impasse, I'll do the same here. Except I will move on to another lender. \n\nMe ( XXXX XXXX ) I need 0 points. When I took my loan out, a selling point was other than fixed costs, closing costs at RM would not be repeated, I clarified this as points. Maybe I misunderstood. I PROMISE. look at my history last spring I will walk. I PROMISE. perfect credit, no debt, nice LTV, your risk is nil with me Me ( XXXX XXXX ) The only difference between now and last spring is I will leave XXXX Me ( XXXX XXXX ) 2.5 points paid for a quarter point is INSANE XXXX ( XXXX XXXX ) Ok, I'll take care of it. \n\nMe ( XXXX XXXX ) Thanks XXXX, I do appreciate it. \n\nXXXX ( XXXX XXXX ) So do we want no points at the 3.75 %? This would increase the cash out significantly and essentially eliminate the cost OR we could look at a little lower interest, I don't know if I can promise it will be ZERO points. \n\nMe ( XXXX XXXX ) I was looking for 0 points at 3.5. How can there be 2.5 points to reduce the rate by .25 percent?? That makes zero sense to me. \n\nMe ( XXXX XXXX ) If you can not, please tell me and I will pause and look elsewhere to confirm I am am correct. If i am, i and I can get 3.5 at 0 points I walk. \n\nXXXX ( XXXX XXXX ) Pricing is dictated by the federal reserve. We have to understand 3.75 % or 3.5 % is insanely lower fixed interest. It's good we locked in when we did, pricing has only increased since this impeachment stuff has taken place. \n\nXXXX ( XXXX XXXX ) I'm going to give you the best possible pricing available on a fixed rate mortgage whether it's the 3.75 % or the 3.5 %. The lower rate is more of a buydown. I'd take 3.75 % with more cash out and cost essentially eliminated Me ( XXXX XXXX ) I get it is a buy down, but what I do not understand is 1 quarter point equaling 2.5 origination points. \nSo I hear you, I respectfully can not agree that this is equitable. \n\nMe ( XXXX XXXX ) I'll start making some calls. Time is short for me here. \n\nMe ( XXXX XXXX ) What is the apr on 3.5 with 2.5 points? \n\nXXXX ( XXXX XXXX ) Like I said, let me have my pricing director make adjustments. I don't know what the final buy down is with the updated value. I hope you can respect and appreciate my honesty and transparency. \n\n\nMe ( XXXX XXXX ) I do my friend, I am in my business mode, so do not take my directness as offense, please. I just need facts. \n\nXXXX ( XXXX XXXX ) All I have is facts, like I said we are going to get you the industry best on pricing. We will also be able to close very quick Me ( XXXX XXXX ) Very good. Just let me know, I need to know apr of 3.5 percent at 2.5 origination points. I suspect it is equal or greater than 3.75 no points. \n\nXXXX ( XXXX XXXX ) I'll let you know ASAP my friend -- -- -- Thursday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) Thanks XXXX, was travelling the balance of the day yesterday and on calls most of this morning. Again, you are great man, so do not take my tone as one of  dissatisfaction. \n\nXXXX ( XXXX XXXX ) You're the man! I'm working on final pricining with VP now XXXX ( XXXX XXXX ) pricing* Me ( XXXX XXXX ) Thanks XXXX XXXX I appreciate your efforts! \n\nMe ( XXXX XXXX ) And I do get wound up, my apologies for that. Something I work on NOT doing! \n\n-- -- -- Friday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) HXXXX XXXX, just checking in to see where you were relative to your inquiries with the VP of pricing. Thanks in advance. \n\n-- -- -- Monday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) Hey XXXX, time is passing and I've not heard from you guys in a bit. Please advise the status XXXX ( XXXX XXXX ) I've been out sick the last couple days. Good news, we are good to go at 3.625 % ( lower rate ) at 1.75 pts. This takes you out of the 3.75 % at 3 points. You are saving over 10k on cost with a lower rate! \n\n\nXXXX ( XXXX XXXX ) Cash back to you has also increased Me ( XXXX XXXX ) 1 question, earlier you still stated in this thread 3.75 and 0 points. Is that still an option? \n\nMe ( XXXX XXXX ) From you last Wednesday : Me ( XXXX XXXX ) So do we want no points at the 3.75 %? This would increase the cash out significantly and essentially eliminate the cost OR we could look at a little lower interest, I don't know if I can promise it will be ZERO points. \n\nMe ( XXXX XXXX ) I can get us a 3.5 % fixed rate at 2.5 pts ( half a pt less in cost! ) OR I can keep the 3.75 % and cover pts on that. pricing has definitely improved with the higher value : ) XXXX ( XXXX XXXX ) I can submit that option again, I want to make sure I'm getting the most amount of savings on interest over the life of the loan while getting you the necessary cash out XXXX ( XXXX XXXX ) the 3.625 % will get you XXXX cash at close. You think this will be enough? \n\nMe ( XXXX XXXX ) No, I had asked for XXXX out if you recall, let me know on the 3.75 no points. You told me that was available to me 5 days ago, I expect that to be honored. I need to know now also, I'm waiting no more on this. You all budged nothing o what I was asking, I asked for for you say XXXX cash out. You offer 3.75 no points and now you imply you have to ask again. XXXX this is very disappointing. I feel like this is a textbook bait and switch. \n\nMe ( XXXX XXXX ) And based on the new pricing I may want more than XXXX out. Now i am truly frustrated. \n\nMe ( XXXX XXXX ) Resized_Screenshot_20190930-102313_Messages.jpeg 510.5 kB XXXX I do not know which way is up. I read back and I asked a direct question, you gave me a direct answer. You said 3.625 and no points would happen I'd my appraisal exceeded XXXX. Here is our exchange. If you give me any other answer, I need to speak to a vp of pricing and Express my dissatisfaction with these inconsistencies. \n\nXXXX ( XXXX XXXX ) I'll submit 3.75 % at zero pints. I'm letting you know exactly what I can close on. I need you to make a decision on which way you want to go. Like I stated upfront pricing has gotten significantly better post appraisal. \n\nMe ( XXXX XXXX ) So if pricing has gotten better post appraisal and as your text seem to say copied above 3.625 no points, I am at a loss. Submit what you will, I'll not pay a point. I am out of here under 2 conditions, if I do not hear back today by XXXX, I walk, if I do not hear the rate I want, by XXXX, I walk. This process honestly has been terrible. I prior XXXX out and highlighted the contradictions in this text stream and I'm pretty shocked. \n\nXXXX ( XXXX XXXX ) I have you approved for 3.75 % covering the points getting you XXXX cash at close. Let 's get this loan closed. \n\nMe ( XXXX XXXX ) Am I able to get any more than XXXX out? \n\nMe ( XXXX XXXX ) I mean what is the max i can take out? \n\nXXXX ( XXXX XXXX ) If we exceed 70 % LTV pricing will adjust again. Like I said from day one ... your cost has decreased over 10k due to higher value, this money is being allocated towards your cash out. I'm getting you pricing I could not even get approved on. \n\nXXXX ( XXXX XXXX  ) I can technically get you an additional XXXX, this will take loan to 80 % LTV. I can't do 80 % LTV for zero points and this will increase he monthly payment. \n\nMe ( XXXX XXXX ) Ok 3.75 0 points. Max the cash out as close to 70 percent ltv as possible. Please send me the loan estimate when able with the locked in munbers. \n\nXXXX ( XXXX XXXX ) Will do -- -- -- Tuesday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) Any update on the loan estimate package so I can see all that we discussed on paper? \n\nXXXX ( XXXX XXXX ) Yes, disclosure should be available this evening. \n\nMe ( XXXX XXXX ) Nothing has posted, I am specifically looking for the loan estimate package, good faith estimate, the breakdown of costs please. I need it in writing asap. We are 2 weeks in I believe. \n\n-- -- -- Wednesday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) I'll resubmit. The rediscloses should be updated Me ( XXXX XXXX ) Ok Me ( XXXX XXXX ) And to be clear, I really want the break down of costs, a good faith estimate, whatever yall call it. Loan estimate package? I need to know exactly where all money is allotted well prior to closing. \n\nXXXX ( XXXX XXXX ) Absolutely, by law I need to provide you the entire breakdown of the loan. Documents will look exactly like initial ones Me ( XXXX XXXX ) Great thanks. \n\nMe ( XXXX XXXX ) Fyi, still no new information posted. \n\nXXXX ( XXXX XXXX ) I'll contact my tech guys, disclosures should be posting Me ( XXXX XXXX ) Thanks Me ( XXXX XXXX ) Still nothing -- -- -- Thursday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) Still nothing and to clarify, I will get all of the numbers to view today?? I can not wait until 2 days before closing. It took you 24 hours to create this last time, can you do the same today. Please? \n\nXXXX ( XXXX XXXX ) There seemed to be an issue loading docs into your Rocket Account, I should have everything uploaded by XXXX XXXX Me ( XXXX XXXX ) Fyi, approaching XXXX day 4, still nothing Me ( XXXX XXXX ) After 3. Still nothing. I am not even upset or surprised anymore. All I want are the figure we discussed, I writing. Email me. Text me. Forget the app. I just need to see the figures. \n\nMe ( XXXX XXXX ) The form, not just the rough figures. I need to know every penny I am spending Me ( XXXX XXXX ) Oh well. Nothing. Well, rates seem to be dropping again, I am shopping again. Would appreciate your good faith estimate at some point. If I get a better rate with a prior broker I've used, I'm gone. \n\nMe ( XXXX XXXX ) Of no better rate, I will stay. If I do get a better rate though, that is between me and my broker and I will not initiate a bidding contest, I'll just be gone. This really has not been easy, it has not been fun. \n\nMe ( XXXX XXXX ) We've been texting for 19 days for heaven sake and I can not even get a piece of paper to see what you are charging me. \n\n-- -- -- Friday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) My apologies, we had a company meeting yesterday. Disclosures were sent out at noon yesterday. Everything is updated Me ( XXXX XXXX ) I am working with my former broker now, I'll know shortly whether I stay or move my loan Me ( XXXX XXXX  ) Still nothing posted by the way. \n\nMe ( XXXX XXXX ) Nothing. Good lord. \n\nMe ( XXXX XXXX ) Resized_Screenshot_20191004-092202_Adobe_Acrobat.jpeg 894.8 kB I dont even know what this is. \n\nMe ( XXXX XXXX ) 3.5 %? \n\nMe ( XXXX XXXX ) And another disclosure, where dis this discount fee come from, it wasn't on my original loan application process? \n\nMe ( XXXX XXXX ) Resized_Screenshot_20191004-092202_Adobe_Acrobat.jpeg 894.8 kB XXXX ( XXXX XXXX ) I sent the docs out for the 3.75 % yesterday. You are probably looking at old disclosure aT 3.5 % Me ( XXXX XXXX ) What about the points, the alleged new one shows me paying over 7k o. Points dated XX/XX/XXXX? This redisclosure show you sneaking by almost 1.5 points. I am disgusted. If I was less educated or careful and didn't understand youd be screwing me every way you can. I am out bud. \n\nMe ( XXXX XXXX ) Ought to be ashamed of yourselves. \n\nMe ( XXXX AM ) Delay the loan estimate package until the final hour, sneak almost 1.5 point by me in this redisclosure package, hope I dont see if and hope rates are so high at closing I am screwed? Ok I am out. Your strategy is clear. Do NOTHING MORE ON THIS REFI. MY LOAN WILL BE PAID ON FULL IN 30BDAYS OR LESS. CROOKS. \n\nMe ( XXXX XXXX ) Company meeting at Rocket. Hmmm. How to steal cash from customers. I got it. \n\nMe ( XXXX XXXX ) I've got to put the phone down after this, but you expect me to believe that you had a company meeting where all work stopped across the country for 8 hours? \n\nMe ( XXXX XXXX ) XXXX Me ( XXXX XXXX ) Do NOT text me back, ever. I am done with you and your den of thieves. Another message will juat make my head explode I am so furious with you and your crooked company Me ( XXXX XXXX ) Why would you treat a person like this? I am shaking I am so furious thinking about all of the elderly or uneducated or folks ignorant of the process you XXXX gleefully daily I expect. \n\nMe ( XXXX XXXX ) By the way my broker beat your rate and is giving me a written float down guarantee. Crooks. \n\nXXXX ( XXXX XXXX ) I told you the pricing would shift in your favor if the home appraised for more, the home appraised for more and the pricing shifted in your favor. I have you approved on the best possible pricing I can get. You can shop all you want but I have XXXX ( XXXX XXXX ) applied as many discounts to this as possible. You can't just demand a certain rate at 0 points, it's not home mortgages are priced. I'm giving you the best I possibly can. \n\nMe ( XXXX XXXX ) Stop it. You liar. You lied. You told me youd cover all points. Now go away and do not condescend to me kid. Go XXXX an easier mark. Read your XXXX texts. You liar XXXX ( XXXX XXXX ) You were asking for 3.5 % at zero points, I've got the best possible pricing approved. If you want to shop go for it, I can withdraw the loan application. It's up to you, the loan accomplishes all your goals. It's pricing I couldn't even get on my hom Me ( XXXX XXXX ) Nope liar. 3.75 percent 0 points is what we agreed to monday. Read your text. \n\nMe ( XXXX XXXX ) Resized_Screenshot_20191004-101829_Messages.jpeg 428.5 kB Me ( XXXX XXXX ) Oh yes, withdraw my application pack of thieves. \n\nXXXX ( XXXX XXXX ) I submitted for 0 points, I cant control the pricing on a mortgage ... I have it approved the best I can at that rate. I'll withdraw the loan. This is about as good of pricing that you'll find, if you want to shop you can but I can keep this on ice Me ( XXXX XXXX ) Why did you lie to me. Read your words withdraw this loan app and never talk to me again. I'll be posting this text stream on social media XXXX ( XXXX XXXX ) I submitted the loan for 0 points, I apologize I really do. I wish I could do the 3.5 % at 0 pts but I have to offer what the bond market provides. I wouldn't have you close or sign on anything without visibility. This is the best I can offer. \n\nXXXX ( XXXX XXXX ) I should never have talked about pricing before my team got back, I do apologize. This is the best I can possibly do at the 3.75 %. I understand if you want to stop the process. \n\nMe ( XXXX XXXX ) Dude, 3.75 at 0 points. Dont pretend we are still talking about 3.5. Your last redisclosure from yesterday is 3.85 at almost 1.5 points. Withdraw my loan liar. \n\nMe ( XXXX XXXX ) Liar. Bait and switch. Wait until the end before I discover your lie. Too late then. \n\nMe ( XXXX XXXX ) Liar. \n\nMe ( XXXX XXXX ) Withdraw the loan. Now. My broker has already beaten your best lie, in writing. \n\nXXXX ( XXXX XXXX ) XXXX, you haven't signed anything, the loan actually has gotten significantly better since when we first started. \n\nXXXX ( XXXX XXXX ) Ok no problem, I wish you the best. \n\nMe ( XXXX XXXX ) Poor XXXX Rocket customers. I will tell this story everywhere With draw the loan liar. \n\nMe ( XXXX XXXX ) Oh and I downloaded another disclosure from Monday zero points. 3.75. You guys are awful people XXXX ( XXXX XXXX ) Yes I submitted it for you. and the pricing got declined XXXX ( XXXX XXXX ) I've been honest with you, I've been trying. \n\nXXXX ( XXXX XXXX ) But it sounds like you have an even better offer approved. \n\nMe ( XXXX XXXX ) An honest one Me ( XXXX XXXX ) You must've known it was not approved then, why did you wait for me to discover it. Hoping I would not notice? Liar. \n\nXXXX ( XXXX XXXX ) Ok enough with the name calling. If you have a better offer go with it. I've tried to submit for 0 pts on 3.75 %, it got declined. I've given you the best I've got. \n\nMe ( XXXX XXXX ) Goodbye. You know what you are Me ( XXXX XXXX ) 9 times in this thread you assured me in my situation 3.75 at 0 points. I can not wait to post this entire exchange on XXXX, XXXX, send it to the XXXX, your ceo. Wow. I hope you can sleep at night. Couldn't help but point out the 9 lies you told me I can count. My broker said that he get 4 or 5 customers a month telling him the same story about Rocket.  Sneaking points and costs by. And I thought you were just bad at your job. Maybe you are really good at lying. Good night.","date_sent_to_company":"2019-10-07T16:09:47.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"24060","tags":null,"has_narrative":true,"complaint_id":"3398039","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2019-10-07T15:18:55.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Me ( XXXX XXXX ) Nothing has posted, I am specifically looking for the loan <em>estimate</em> package, good <em>faith</em> <em>estimate</em>, the breakdown of costs please. I need it in writing asap. We are 2 weeks in I believe. \n\n-- -- -- Wednesday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) I'll resubmit. The rediscloses should be updated Me ( XXXX XXXX ) Ok Me ( XXXX XXXX ) And to be clear, I really want the break down of costs, a good <em>faith</em> <em>estimate</em>, whatever yall call it. Loan <em>estimate</em> package?"],"issue":["<em>Closing</em> on a mortgage"]},"sort":[14.179359,"3398039"]},{"_index":"complaint-public-v1","_id":"8268107","_score":13.996903,"_source":{"product":"Mortgage","complaint_what_happened":"On XXXX XXXX, XXXX, I applied for a cash-out refinance from Wells Fargo XXXX I have banked with Wells Fargo for 23 years. At the time I applied, I owed approximately {$8000.00} on a first mortgage with a different lender and had no other liens on my property. Market value of my property according to XXXX was approximately {$800000.00}. I have a house and barn on XXXX acres of woodland and fenced pasture bordered by a year-'round creek XXXX miles south and west of XXXX, Washington XXXX My house was built in XXXX. \n\nI requested a {$120000.00} cash-out refinance. \n\nI told the first loan officer I spoke with, XXXX XXXX, that I was requesting the refinance for the purposes of home improvement and to pay off debt. I told her I needed to repair my roof which was original to the house and XXXX XXXX XXXX. \n\nWells Fargo required me to pay for my appraisal upfront, a total of {$990.00}. I was told this amount was not refundable after the appraisal had taken place. I paid Wells Fargo this amount. \n\nI was conditionally approved for the cash-out refinance on XXXX XXXX. \n\nI produced every one of a multitude of documents requested by Wells Fargo, including reams of documents from the local auditor 's office required to satisfy underwriters that I had recorded well , road maintenance and easement agreements. Many documents Wells Fargo required were private and requesting them seemed intrusive, but having had a XXXX relationship with Wells and knowing they already had access to my bank records, I provided the documents as requested and hoped for the best. I spent many hours researching and providing the requested documents. \n\nDespite my need for a new roof, my homeowners insurance agreed to rewrite my policy at Wells Fargo 's ( repeated ) request ( Wells contacted my insurance agency multiple times about this, something my agent said was unusual ) to provide 100 % wind and hail coverage. The newly-issued policy showed Wells as loss payee and was sent to Wells Fargo . Wells Fargo knew I had adequate homeowners insurance coverage. \n\nI sent loan officers copies of my contract for a new roof scheduled to be replaced XXXX XXXX, XXXX, along with receipts showing I had made a good faith down payment. As promised, my roof has now been replaced, as of XX/XX/XXXX. \n\nThe appraisal took place on XXXX XXXX. The appraiser appraised my home at {$710000.00}, despite noting that I needed a new roof, that a beam beneath my upper deck had rotted and needed to be replaced, and that the siding on my home \" should be checked '' although issues with my siding, he said, were \" cosmetic. '' The appraiser also noted I needed a second strap on my water heater and a plug-in carbon monoxide detector, the latter two items costing less than {$100.00}. The appraiser estimated that replacing the roof, staining the siding and replacing the beam in the deck would cost approximately {$30000.00}. \n\nWells Fargo then told me that I would have to complete all repairs before my loan could close. Loan officers told me underwriting suggested that I ask the contractors to agree to complete the work but to wait to be paid from the title company after all of the work was completed. \n\nWells Fargo also told me that all of the work done would have to be inspected at my expense. \n\nI told Wells Fargo that in the XXXX XXXX, siding can not be stained or painted until summertime because weather conditions do not allow for it. Their requirement meant that I would have to ask roofers and the deck contractor to do their work but wait until summer, six months away or longer, to be paid. \n\nMy application was sent to underwriters for a secondary review. The new underwriters agreed that all of the work would have to be completed and inspected before my loan could close. \n\nIt is not reasonable to ask roofers and other contractors to perform work for which they can not be paid for six months or longer in order to await weather conditions favorable for painting.The appraiser did not state that the siding on my house was damaged, dangerous or deficient, only that it should be \" looked at '' because of \" cosmetic '' issues, yet Wells was stating that closing of my loan hinged on the siding being stained. \n\nI applied for a comparatively small mortgage, {$120000.00}, on a house appraised at {$710000.00}, even with needed roof and other repairs. I satisfied all of Wells Fargo 's requests for information and had a conditional loan approval. I have a long relationship with Wells Fargo. I have no overdrafts to my checking account and have never been late on a Wells Fargo credit card payment. I do not have a single late payment on my credit report. I provided evidence to loan officers that my roof was scheduled for replacement. \n\nI am now out countless hours of research and negotiations along with {$990.00} for this appraisal. I have had my privacy invaded also. Wells Fargo should tell applicants upfront when they are applying for a cash-out refinance for the purpose of home improvement that their underwriters may require necessary repairs and inspections for which they will be required to pay before any loan will close. Failing to disclose this information seems deceptive and misleading. At the very least, Wells Fargo should include appraisal and inspection fees in closing costs and not require them upfront before closing.","date_sent_to_company":"2024-02-01T21:10:13.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"983XX","tags":"Older American","has_narrative":true,"complaint_id":"8268107","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-02-01T19:59:45.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Confusing or misleading advertising or marketing"},"highlight":{"complaint_what_happened":["The new underwriters agreed that all of the work would have to be completed and inspected <em>before</em> my loan could <em>close</em>."]},"sort":[13.996903,"8268107"]},{"_index":"complaint-public-v1","_id":"2853958","_score":13.483184,"_source":{"product":"Mortgage","complaint_what_happened":"Guaranteed Rate has made fraudulent, reckless, and negligent misrepresentations during an application for a mortgage, and its unfair methods and deceptive practices in handling the application for a mortgage has caused financial damages and inability to secure a mortgage on a property. \n\nOn XX/XX/2018, we reached out to Guaranteed Rate regarding obtaining a mortgage for the transfer of title on the Property. The next day, we texted XXXX XXXX of Guaranteed Rate inquiring about obtaining a mortgage and the process by which we apply for a mortgage. We informed Guaranteed Rate that we wanted to do a cash-out refinance and XXXX XXXX texted Back that we should do this form of refinance. \n\nOn XX/XX/2018, XXXX XXXX of Guaranteed Rate again us informing us that the best way to proceed with the transaction would be \" as a second home cash-out refinance '' and that it would be \" [ v ]  ery uncomplicated that way. '' After we asked XXXX XXXX to include another person on the texts, he stated he will and to text the person \" you want to apply as a second home refinance ; cash-out. '' On XX/XX/2018, we texted XXXX XXXX of Guaranteed Rate inquiring about the \" options for locking in a rate '' and where he \" can see [ the ] current rates. '' XXXX XXXX did not respond. He delayed for several days and did not provide any rates or information. He eventually responded, in an indirect manner, texting to us that \" we can price [ out ] all of the loan options... and go over credits from me against costs. '' XXXX XXXX, however, never once did this, after we continually asked him for rates. \n\nGuaranteed Rate by this point had laid its bait for the its bait and switch tactic. \n\nOn XX/XX/2018, we submitted the necessary loan application materials per Guaranteed Rate 's instruction for \" non-binding and no cost. '' XXXX XXXX received an email notification of the completion of the submission on this day. XXXX XXXX of Guaranteed Rate copied the other person to the texts on XX/XX/2018. \n\nOn the following day, XX/XX/2018, we informed XXXX XXXX of Guaranteed Rate via text that the necessary application was completed online per your instruction. We texted Guaranteed Rate for rates to lock in and asked Guaranteed Rate to send the Good Faith Estimate, as required by CFPB regulations, namely 12 CFR 1024.7. Guaranteed Rate refused to provide rates or any information. XXXX XXXX stated in response \" [ w ] e will be checking over the on-line applications and financial back-up documents tomorrow! '' Guaranteed Rate never responded regarding the application, rates, or with the loan options or the credits. \n\nWe then texted XXXX XXXX of Guaranteed Rate three days later, XX/XX/2018, inquiring \" do you have everything you need '' and what are the next steps. XXXX of Guaranteed Rate then said she was working on the file that day and would let the us know if Guaranteed Rate needs anything. XXXX sent a confusing email that day asking about documents from a completely different party, and then apologized due to working on multiple At this time, on XX/XX/2018, it was many days past the three days after we submitted the application on XX/XX/2018, and Guaranteed Rate had provided no information on its rates, credits, closing costs, or \" Guaranteed '' and \" locked '' rates, let alone a Good Faith Estimate, in violation of at least CFPB regulations. This is true despite us expressly requesting Guaranteed Rate to provide a rates and information including a Good Faith Estimate. Guaranteed Rate did not price out the loan options or go over credits, as it expressly represented. \n\nOn XX/XX/2018, after not hearing anything for several days, we again followed up with Guaranteed Rate. We inquired whether XXXX XXXX and Guaranteed Rate needed anything else, as it had been nearly two weeks and no information on the application had been provided. Guaranteed Rate again delayed and responded that it was working on the file today and that it had everything. \n\nWe then again inquired about how we see and lock-in rates and the process for locking in rates, costs, etc. XXXX XXXX and Guaranteed rate refused to respond and did not provide rates or costs. Guaranteed Rate didn't answer the question, and XXXX XXXX of Guaranteed Rate responded on XX/XX/2018 that \" [ w ] e are working on putting your file together and working  out the debt to income rations for adding [ the wrong party ] to the property and both of you  signing for the new cash-out mortgage loan. '' We then informed Guaranteed Rate that it was working on the wrong file for the wrong person. \n\nWe followed up asking, again \" at what point are [ you ] able to lock in rates if we wish. '' Guaranteed Rate and  XXXX XXXX did not respond. \n\nWe then followed up stating we \" need to see a GFE per CFPB regs '' and need to have idea of rates and everything before signing or moving forward. \n\nAfter several misrepresentations and deceptive acts and failures to respond, Guaranteed Rate then provided, for the first time, a rate and estimate of costs. The rate and estimate of costs do not comply with Consumer Financial Protection Bureau regulations. The delayed rates Guaranteed quoted were \" 30 year fixed rate 4.375 % - 0 points ; {$840.00} ; monthly for principal and interest. No credit from me against costs '' or 4.500 % - 0 points ; $ XXXXmonthly for principal and interest. {$960.00} credit from me to you against the refinance costs. '' Guaranteed Rate stated that the offer for the 4.500 % \" is subject to market volatility until your lock in your new mortgage loan interest rate. '' Guaranteed rate did not place any contingencies on the 4.375 % rate offer. We immediately accepted the 4.375 % offer and lock in rate with the costs Guaranteed Rate quoted, providing XXXX of Guaranteed Rate with credit card for the application based on this locked in rate. XXXX of Guaranteed Rate confirmed she received, and was only authorized to charge for a 4.375 % rate loan. We then signed documents, including the Uniform Residential Loan Application signed and prepared by Guaranteed Rate, showing a 4.375 % rate for refinance. \n\nAfter XXXX XXXX and Guaranteed Rate laid the bait, stalled, delayed, dodged questions, and worked on the wrong file, the market unsurprisingly dropped 35 basis  points. XXXX XXXX and Guaranteed Rate had perfected its fraudulent switch in its bait and switch tactic. \n\nXXXX XXXX and Guaranteed Rate then attempted to renege on the 4.375 % rate offer. XXXX XXXX and Guaranteed Rate offer a new higher 4.500 % rate and ambiguously stated he and Guaranteed Rate would \" reduce the credit accordingly. '' We then inquired what XXXX XXXX meant by \" reduce the credit accordingly '' and inquired about how Guaranteed Rate would compensate us for its conduct. We also informed XXXX XXXX and Guaranteed Rate of its violations in not providing a good faith estimate, costs, rates, or anything. \n\nBeing caught, Guaranteed Rate and XXXX XXXX then attempted another fraudulent and deceptive tactic to renege and tried to place blame on us. Guaranteed Rate first stated that the loan application that we submitted back on XX/XX/2018 was  marked as a no cash-out. This was a false and fraudulent statement in an attempt to get us to move forward with the 4.5 % offer. Guaranteed Rate made this fraudulent and deceptive accusation after it and XXXX XXXX had discussed at length via text and phone the nature of the transaction as a cash-out refinance. XXXX XXXX and Guaranteed Rate made this accusation after they stated they had received and reviewed the application several times over the course of weeks. Moreover, Guaranteed Rate 's application process does not have any questions on whether the mortgage is cash-out versus no-cash out, and the Residential Loan Application signed by XXXX XXXX and us likewise does not distinguish between a cash-out and no-cash out. \n\nTo add insult to injury, after XXXX XXXX and Guaranteed Rate represented that they would provide the loan application submitted online by us, and we requested it, they made the remark that \" I would think that the client would have printed out a copy of what they completed themselves, online. '' Again, XXXX XXXX and Guaranteed Rate misrepresented information to us in an attempt to place blame on us. My credit card was then charged {$550.00} for the application process and have not received a mortgage from another lender. \n\nWe then requested to speak with someone in the legal department. When having discussions with the Guaranteed Rate 's legal department and compliance officers, they informed us that no one follow the Consumer Financial Protection Bureau 's regulations and that the regulations and agency have absolutely no teeth. They tried to place blame on us, stating they had no duty to provide rates or disclose information to us during the loan application. We told them we would investigate taking legal action and file a complaint with the CFPB.","date_sent_to_company":"2018-03-25T23:24:45.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"60647","tags":null,"has_narrative":true,"complaint_id":"2853958","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GUARANTEED RATE INC.","date_received":"2018-03-25T22:25:01.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX sent a confusing email that day asking about documents from a completely different party, and then apologized due to working on multiple At this time, on XX/XX/2018, it was many days past the three days after we submitted the application on XX/XX/2018, and Guaranteed Rate had provided no information on its rates, credits, <em>closing</em> costs, or \" Guaranteed '' and \" locked '' rates, let alone a Good <em>Faith</em> <em>Estimate</em>, in violation of at least CFPB regulations."],"issue":["<em>Closing</em> on a mortgage"]},"sort":[13.483184,"2853958"]},{"_index":"complaint-public-v1","_id":"10661826","_score":12.027731,"_source":{"product":"Debt collection","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Phone : XXXX Email : XXXX Date : XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, Iowa XXXX Re : Formal Dispute and Request for Investigation of Inaccurate and Bad Faith Credit Reporting Dear CFPB Representative, I am submitting this formal dispute against XXXX, XXXX, XXXX, Jefferson Capital Systems XXXX XXXX, and XXXX XXXX for erroneous, unverified, and bad faith reporting that has caused substantial financial and reputational harm, disrupted long-term financial plans, and required a significant investment of my time, including substantial evening and weekend hours. Despite multiple dispute attempts, these companies have continued reporting inaccuracies without providing proper documentation. I request the CFPBs assistance in investigating these practices, enforcing FCRA standards, and ensuring the removal of these erroneous accounts from my credit file. \n\nBackground and My Efforts to Resolve Since XXXX, I have actively rehabilitated my credit to meet essential financial milestones, including securing housing, financing for graduate school, and saving for a down payment. These inaccuracies have damaged my creditworthiness, consumed valuable time, and jeopardized my professional reputation. I recently closed my XXXX account in good standing in XX/XX/XXXX before switching to XXXX XXXX XXXX  XXXX as confirmed by the XXXX deactivation notice. Despite my best efforts, I have faced continued bad faith reporting and insufficient documentation from these entities. \n\nXXXX. XXXX XXXX XXXX Account Number : XXXX ( XXXX ) Issue : XXXX reported an alleged XXXX debt as delinquent since XX/XX/XXXX without prior notice. I discovered this debt only through a XXXX XXXX notification about XXXX new report. This account originated with XXXX XXXX, where I previously disputed it, as it is not my debt. My legitimate XXXX account was closed in good standing earlier this year, with no unpaid balances. \nBad Faith Reporting : XXXX acted in bad faith by attempting to collect and report a debt that I do not owe, based on erroneous information from XXXX XXXX. They failed to notify me directly and sent correspondence to an outdated, misformatted address ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  XXXX, XXXX, TX XXXX ), making contact impossible. \nProfessional and Financial Impact : As a XXXX XXXX XXXX in private equity, my professional reputation and credit profile are highly sensitive to negative reporting. This erroneous report has already damaged my credit score and undermined my ability to maintain essential financial relationships. \nDesired Outcome : I request the removal of this account from my credit report, or, alternatively, that XXXX provide verifiable documentation proving my obligation to this debt. \nXXXX. XXXX and XXXX XXXX : XXXX and XXXX continue reporting the disputed XXXX debt, despite numerous dispute submissions and my request for its removal. XXXX updated the account without deleting it, and XXXX has failed to take any meaningful action. \nEfforts and Impact on My Professional Standing : To maintain my financial credibility, I addressed all prior obligations during my XXXX  school application process in XXXX and again in XXXX for housing. XXXX and XXXX refusal to remove these erroneous entries has severely impacted my credit and professional reputation. \nDesired Outcome : I request that XXXX and XXXX permanently delete this account or, at minimum, provide documented verification from XXXX or XXXX XXXX proving my liability for the debt. \nXXXX. Jefferson Capital Systems and XXXX Account Ending : XXXX ( Alleged XXXX  Account ) Issue : Jefferson Capital Systems reported a balance of {$750.00} for an account ending in XXXX, allegedly from XXXX. I have not had a XXXX account in over 10 years, and no outstanding balance was owed upon ending my relationship with XXXX. Jefferson Capital Systems never contacted me regarding this debt, nor did they attempt to collect it, as they likely recognized it was invalid. Subsequently, XXXX acquired the alleged debt from Jefferson Capital Systems, also without notifying me or providing documentation. \nBad Faith Reporting and Lack of Validation : Both Jefferson Capital Systems and XXXX have acted in bad faith by transferring and reporting an unsubstantiated debt without validation or attempts to notify me. Jefferson Capitals use of incorrect account details further reflects a failure to adhere to FCRA standards, while XXXX acquisition and reporting perpetuate this harmful error without due diligence. \nDesired Outcome : I request the removal of this account from my credit report by both Jefferson Capital Systems and XXXX, or substantial evidence verifying my responsibility for this debt, including all necessary validation documentation. \nXXXX. XXXX XXXX Account XXXX : XXXX ( XXXX ) Issue : XXXX XXXX XXXX XXXX this disputed XXXX account, later transferred to XXXX, without notifying me or providing an opportunity to dispute it. I only discovered the debt through a XXXX XXXX notification about XXXX report. XXXX XXXX failed to notify me directly, used an outdated and misformatted address, and reported the debt close to the XXXX expiration, immediately passing it to XXXX, reflecting a bad faith attempt to re-establish the debt. \nBad Faith Efforts to Re-establish Debt : XXXX XXXX demonstrated bad faith by failing to validate the debt, using incorrect contact information, and re-establishing the debt at the XXXX mark before promptly transferring it to XXXX. \nImpact on Financial and Professional Standing : The failure to validate this debt and refusal to contact me in good faith has had a damaging impact on my financial standing and reputation. \nDesired Outcome : I request XXXX XXXX delete this account from my credit report or provide verifiable evidence of my liability, including documentation of all required notices and validations. \nRequest for Compensation for Time and Reputational Damage Due to the extensive time I have invested since XX/XX/XXXX, XXXX dozens of hours on weekends and evenings when my professional schedule allowedI am requesting compensation for approximately XXXX hours spent on phone calls, dispute documentation, and follow-ups. Given my role as a XXXX XXXX XXXX in private equity, my time is highly valuable, with an estimated hourly rate of {$500.00}. Therefore, I am requesting {$25000.00} in compensation to reflect the significant opportunity cost, time, and reputational impact these erroneous and bad faith credit entries have caused. \n\nSupporting Documentation The following attachments substantiate my claims, illustrating the extent of the time, effort, and documentation involved in attempting to resolve these disputes : Dispute Results and Correspondence from Credit Bureaus and Collection Agencies Documents from XXXX, XXXX, XXXX, XXXX XXXX, Jefferson Capital Systems, and XXXX, detailing dispute attempts, limited responses, and failures to correct inaccuracies. \n\nCommunications from XXXX and XXXX XXXX confirming my account status with XXXX  ( closed in good standing in XXXX ) and my completed XXXX cancellation, showing no outstanding balance. \n\nXXXX XXXX XXXX XXXX Confirmation Proof of my efforts to clear all debts as part of my XXXX XXXX  school application process, demonstrating my commitment to maintaining a positive credit profile. \n\nAdditional Dispute Documentation and Billing Information XXXX chat transcripts, XXXX billing records, and other evidence showing my proactive steps to clarify billing and account status. \n\nDirect PLUS Loan Application Confirmation and Credit Reporting Dispute Results Documentation related to my credit improvement efforts and verification of debts as part of graduate school applications. \n\nDetailed Dispute Results and Supporting Emails Additional supporting emails and dispute responses from credit reporting agencies and debt collectors, further illustrating the depth of the issue and the responses received. \n\nRequest for CFPB Intervention The actions of these companies violate the FCRA and reflect clear bad faith reporting practices that have caused severe damage to my financial stability and professional reputation. I ask the CFPB to investigate these claims thoroughly, hold the companies accountable, and ensure that these inaccuracies are removed from my credit file. \n\nThank you for your time and attention to this matter. I am available to provide further documentation or clarification as needed. \n\nSincerely, XXXX XXXX Attachments : Dispute results and correspondence from XXXX, XXXX, XXXX, XXXX XXXX, Jefferson Capital Systems, and XXXX. \nXXXX and XXXX communications confirming account closure and status. \nXXXX  school loan confirmation, showing debt clearance. \nAdditional XXXX","date_sent_to_company":"2024-11-02T19:44:11.000Z","issue":"Attempts to collect debt not owed","sub_product":"Telecommunications debt","zip_code":"75204","tags":null,"has_narrative":true,"complaint_id":"10661826","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CL Holdings LLC","date_received":"2024-11-02T19:44:09.000Z","state":"TX","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["XXXX XXXX failed to notify me directly, used an outdated and misformatted address, and reported the debt <em>close</em> to the XXXX expiration, immediately passing it to XXXX, reflecting a bad <em>faith</em> attempt to re-establish the debt. \nBad <em>Faith</em> Efforts to Re-establish Debt : XXXX XXXX demonstrated bad <em>faith</em> by failing to validate the debt, using incorrect contact information, and re-establishing the debt at the XXXX mark <em>before</em> promptly transferring it to XXXX."]},"sort":[12.027731,"10661826"]},{"_index":"complaint-public-v1","_id":"10662170","_score":11.862951,"_source":{"product":"Debt collection","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Phone : XXXX Email : XXXX Date : XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, Iowa XXXX Re : Formal Dispute and Request for Investigation of Inaccurate and Bad Faith Credit Reporting Dear CFPB Representative, I am submitting this formal dispute against XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX TrueAccord, XXXX XXXX XXXX for erroneous, unverified, and bad faith reporting that has caused substantial financial and reputational harm, disrupted long-term financial plans, and required a significant investment of my time, including substantial evening and weekend hours. Despite multiple dispute attempts, these companies have continued reporting inaccuracies without providing proper documentation. I request the CFPBs assistance in investigating these practices, enforcing FCRA standards, and ensuring the removal of these erroneous accounts from my credit file. \n\nBackground and My Efforts to Resolve Since XXXX, I have actively rehabilitated my credit to meet essential financial milestones, including securing housing, financing for graduate school, and saving for a down payment. These inaccuracies have damaged my creditworthiness, consumed valuable time, and jeopardized my professional reputation. I recently closed my XXXX  account in good standing in XX/XX/XXXX before switching to XXXX XXXX  XXXX XXXX as confirmed by the XXXX deactivation notice. Despite my best efforts, I have faced continued bad faith reporting and insufficient documentation from these entities. \n\nXXXX. XXXXXXXX XXXX XXXX Account Number : XXXXXXXX XXXX XXXX XXXX Issue : XXXX reported an alleged XXXX debt as delinquent since XX/XX/XXXX without prior notice. I discovered this debt only through a XXXX XXXX notification about XXXX new report. This account originated with XXXX XXXX, where I previously disputed it, as it is not my debt. My legitimate XXXX account was closed in good standing earlier this year, with no unpaid balances. \nXXXX XXXX XXXX : XXXX acted in bad faith by attempting to collect and report a debt that I do not owe, based on erroneous information from XXXX XXXX. They failed to notify me directly and sent correspondence to an outdated, misformatted address ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  XXXX, TX XXXX ), making contact impossible. \nXXXX and XXXX XXXX : As a XXXX XXXX XXXX in private equity, my professional reputation and credit profile are highly sensitive to negative reporting. This erroneous report has already damaged my credit score and undermined my ability to maintain essential financial relationships. \nDesired Outcome : I request the removal of this account from my credit report, or, alternatively, that XXXX provide verifiable documentation proving my obligation to this debt. \nXXXX. XXXX and XXXX XXXX : XXXX and XXXX continue reporting the disputed XXXX  debt, despite numerous dispute submissions and my request for its removal. XXXX updated the account without deleting it, and XXXX has failed to take any meaningful action. \nEfforts and Impact on My Professional Standing : To maintain my financial credibility, I addressed all prior obligations during my graduate school application process in XXXX and again in XXXX for housing. XXXX and XXXX refusal to remove these erroneous entries has severely impacted my credit and professional reputation. \nDesired Outcome : I request that XXXX and XXXX permanently delete this account or, at minimum, provide documented verification from XXXX or XXXX XXXX proving my liability for the debt. \nXXXX. XXXX XXXX XXXX and TrueAccord Account Ending : XXXX ( XXXX XXXX Account ) Issue : XXXX XXXX XXXX reported a balance of {$750.00} for an account ending in XXXX, allegedly from XXXX. I have not had a XXXX account in over 10 years, and no outstanding balance was owed upon ending my relationship with XXXX. XXXX XXXX XXXX never contacted me regarding this debt, nor did they attempt to collect it, as they likely recognized it was invalid. Subsequently, TrueAccord acquired the alleged debt from XXXX XXXX XXXX, also without notifying me or providing documentation. \nBad Faith Reporting and Lack of Validation : Both XXXX XXXX XXXX and TrueAccord have acted in bad faith by transferring and reporting an unsubstantiated debt without validation or attempts to notify me. XXXX XXXX  use of incorrect account details further reflects a failure to adhere to FCRA standards, while TrueAccords acquisition and reporting perpetuate this harmful error without due diligence. \nDesired Outcome : I request the removal of this account from my credit report by both XXXX XXXX XXXX and TrueAccord, or substantial evidence verifying my responsibility for this debt, including all necessary validation documentation. \nXXXX. XXXX XXXX Account XXXX : XXXX XXXX XXXX XXXX Issue : XXXX XXXX XXXX XXXX this disputed XXXX  account, later transferred to XXXX, without notifying me or providing an opportunity to dispute it. I only discovered the debt through a XXXX XXXX notification about XXXX report. XXXX XXXX failed to notify me directly, used an outdated and misformatted address, and reported the debt close to the XXXX expiration, immediately passing it to XXXX, reflecting a bad faith attempt to re-establish the debt. \nBad Faith Efforts to Re-establish Debt : XXXX XXXX demonstrated bad faith by failing to validate the debt, using incorrect contact information, and re-establishing the debt at the XXXX mark before promptly transferring it to XXXX. \nImpact on XXXX and XXXX XXXX : The failure to validate this debt and refusal to contact me in good faith has had a damaging impact on my financial standing and reputation. \nDesired Outcome : I request XXXX XXXX delete this account from my credit report or provide verifiable evidence of my liability, including documentation of all required notices and validations. \nRequest for Compensation for Time and Reputational Damage Due to the extensive time I have invested since XX/XX/XXXX, XXXX dozens of hours on weekends and evenings when my professional schedule XXXX XXXX requesting compensation for approximately 50 hours spent on phone calls, dispute documentation, and follow-ups. Given my role as a XXXX XXXX XXXX in private equity, my time is highly valuable, with an estimated hourly rate of {$500.00}. Therefore, I am requesting {$25000.00} in compensation to reflect the significant opportunity cost, time, and reputational impact these erroneous and bad faith credit entries have caused. \n\nSupporting Documentation The following attachments substantiate my claims, illustrating the extent of the time, effort, and documentation involved in attempting to resolve these disputes : Dispute Results and Correspondence from Credit Bureaus and XXXX XXXX XXXX from XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX, and TrueAccord, detailing dispute attempts, limited responses, and failures to correct inaccuracies. \n\nCommunications from XXXX and XXXX XXXX XXXX XXXX account status with XXXX ( closed in good standing in XXXX ) and my completed XXXX cancellation, showing no outstanding balance. \n\nGraduate School Loan Application Confirmation Proof of my efforts to clear all debts as part of my XXXX graduate school application process, demonstrating my commitment to maintaining a positive credit profile. \n\nAdditional Dispute Documentation and Billing Information XXXX chat transcripts, XXXX  billing records, and other evidence showing my proactive steps to clarify billing and account status. \n\nDirect PLUS Loan Application Confirmation and Credit Reporting Dispute Results Documentation related to my credit improvement efforts and verification of debts as part of graduate school applications. \n\nDetailed Dispute Results and Supporting Emails Additional supporting emails and dispute responses from credit reporting agencies and debt collectors, further illustrating the depth of the issue and the responses received.\n\nRequest for CFPB Intervention The actions of these companies violate the FCRA and reflect clear bad faith reporting practices that have caused severe damage to my financial stability and professional reputation. I ask the CFPB to investigate these claims thoroughly, hold the companies accountable, and ensure that these inaccuracies are removed from my credit file. \n\nThank you for your time and attention to this matter. I am available to provide further documentation or clarification as needed. \n\nSincerely, XXXX XXXX Attachments : Dispute results and correspondence from XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX, and TrueAccord. \nXXXX and XXXX communications confirming account closure and status. \nGraduate school loan confirmation, showing debt clearance. \nAdditional XXXX","date_sent_to_company":"2024-11-02T19:44:03.000Z","issue":"Attempts to collect debt not owed","sub_product":"Telecommunications debt","zip_code":"75204","tags":null,"has_narrative":true,"complaint_id":"10662170","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TrueAccord Corp.","date_received":"2024-11-02T17:12:56.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["XXXX XXXX failed to notify me directly, used an outdated and misformatted address, and reported the debt <em>close</em> to the XXXX expiration, immediately passing it to XXXX, reflecting a bad <em>faith</em> attempt to re-establish the debt. \nBad <em>Faith</em> Efforts to Re-establish Debt : XXXX XXXX demonstrated bad <em>faith</em> by failing to validate the debt, using incorrect contact information, and re-establishing the debt at the XXXX mark <em>before</em> promptly transferring it to XXXX."]},"sort":[11.862951,"10662170"]},{"_index":"complaint-public-v1","_id":"3760783","_score":11.808163,"_source":{"product":"Mortgage","complaint_what_happened":"Consumer Complaint Division Good Morning, I am XXXX XXXX and writing this Consumer Complaint letter on the discrimination and federal laws violations of Navy Federal Credit Union. I have submitted a timeline of events in which will show : discrimination, incompetence, stall tactics, credit violations and unlawful denial of a mortgage loan. \n\nHere is the timeline of events since my loan was submitted on XX/XX/XXXX. \n\nXX/XX/XXXX applied for loan and opened savings account. \n\nXX/XX/XXXX asked my processor XXXX to send over docs that we discussed the week prior XX/XX/XXXX asked my processor to send over correct docs as she sent incorrect docs with me borrowing $ XXXX XXXX she sent apologizing email and sent over loan amount $ XXXX with 3 options 2.6,2.7, and 2.8 in which I selected option 3 ( XXXX ) XX/XX/XXXX emailed follow-up requesting loan docs for our XXXX discussion on rates and options XX/XX/XXXX called and left VM stating I was ready for appraisal XX/XX/XXXX called and sent emails to set up appraisal and paid for the service XX/XX/XXXX sent processor 2nd request email to move forward with appraisal XXXX sent urgent email asking for intent to proceed docs from processor XXXX XXXX sent 2nd email advising processor that appraiser came today and I still needed intent to proceed docs XXXX XXXX stated she would resend docs for us to sign XXXX sent email asking where we stood in closing process and what else was needed XX/XX/XXXX XXXX wrote asking if I heard from title company ( never ) and to let me know my file was going to self employment document review. \n\nXX/XX/XXXX XXXX stayed that they were getting my tax transcripts to review self employed income. \n\nXX/XX/XXXX XXXX stayed that underwriters were asking for XXXX & XXXX W2 and or 1099 which I advised that tax documents were sent months ago. \n\nXX/XX/XXXX I was told that the title was cleared XX/XX/XXXX I emailed asking for rate reduction and cash out refinance to pay off loan. Did not get a call XXXX I called and spoke to Navy Federal Rep and she advised I could get 2.8 % rate with no points or origination fees XXXX emailed XXXX asking about rate and freedom lock as well as closing date and to discuss how long this process is taking. \n\nXXXX I signed and sent payoff docs to pre closing processor for my current mortgage XXXX XXXX XX/XX/XXXX XXXX stayed that they needed to run a new credit report??? I asked why and she said loan was over the days required for a new credit report. Again I voiced concern over delays and lack of communication on closing date. Gave authorization to RE run credit. \n\nXX/XX/XXXX XXXX emailed saying my debt to income was too high ( nothing changed from my 1st credit report ) I advised her that I have {$180000.00} in equity and we could payoff whatever to make loan work. I also advised her that truck was XXXX  use vehicle and paid thru XXXX  as it is listed on my corporate tax returns. \n\nXX/XX/XXXX Navy Federal denied my loan and sent me a letter. No word from my processor?? \n\nXX/XX/XXXX after several attempts to contact someone in management XXXX XXXX called and we discussed my loan. After the call I felt finally we would get loan closed. I sent her prove that truck was paid thru the company and they agent payroll deduction XX/XX/XXXX I also sent bank account balance $ XXXX and Mutual fund statement showing $ XXXX as requested XX/XX/XXXX I wrote a reconsideration letter and XXXX says she agreed with the basis of my letter. I have XXXX in equity and {$110000.00} in liquid cash why wasnt I giving options before my loan was denied as of a 30yr mortgage or to pay off items with cash on hand or use equity as I stated to XXXX months ago?? \n\nXX/XX/XXXX I sent XXXX ( Supervisor ) that both XXXX XXXX cards have been paid off fully and all documents that she requested. As well as proof my XXXX XXXX was paid thru my corporation and listed on my corporate tax returns as a XXXX  vehicle. \n\nXXXX I asked XXXX to give me a call as I had a quick question. No response. \n\nXXXX I emailed XXXX asking for closing date and that the process was becoming exhausting and troublesome. \n\nXXXX I sent payoff records from XXXX XXXX XXXX XXXX and also voiced concern that Ive sent 3 emails with no response. \n\nXX/XX/XXXX I received email from new processor XXXX XXXX saying she was assisting XXXX and apologized for all of the delays stating she needed addl disclosures signed and homeowners XXXX page showing Navy Federal as mortgagee. \n\nXXXX XXXX requested statement from XXXX XXXX XXXX XXXX on payoff XX/XX/XXXX I called on my birthday to discuss rates and closing dates. I was told that my rate would be floated down to 3.0 % and that everything was approved. \n\nXXXX. I sent XXXX XXXX an email asking about closing and didnt get a response. I asked for the corporate complaint email address as well and still didnt get a response. \n\n****I have every e-mail and correspondence to prove my allegations. **** I was told when I applied that the process would take around 90 days. I said seems like a long time and XXXX said they had lots of loans due to the low rates. As you can see above, this process is in month 7. As a XXXX XXXX veteran and a 19yr XXXX XXXX, I feel totally disrespected and discriminated against. Ive submitted 2yrs of tax returns, W2s, proof of employment, proof of XXXX XXXX ( Fortune 500 ), proof of credit cards paid in full, submitted payoff docs for state farm line of credit and XXXX XXXX 1st & 2nd loans. The above shows willful abandonment, discrimination, and federal laws being broken. I have only spoken to my loan processor on the phone twice in 7 months. They take 2 weeks to respond to emails and never return phone calls. \n\nAfter I spoke with Supervisor XXXX, I felt that we were moving in the right direction, She even stated I dont understand why they denied your loan with the assets and the equity in your property ''. She stated each underwriter is different and depending on who underwrites your file the decisions can be different. I received no less than 6 good faith estimates with all sorts of interest rates and origination fees. When I called or emailed to discuss, I never received an answer and more delays and stall tactics. I have been sent 5 different loan estimates and all sorts off different fees and charges. When I call and speak to a customer service Rep, they tell me they can only forward me to my processor ( who never answers phone NOR return calls or emails ). \n\n\nRESOLUTION I would like my loan closed. There is no reason for a loan to take over 7 months to close. My debt to income is under Navy Federal guidelines and the only reason that my loan hasnt closed is for the reasons list above. Income docs submitted and approved by Navy Federal is well over {$6500.00}. My DTI ratio is 35-38 %. My credit is good and qualifies under Navy Federal guidelines. \n\nCurrent Debt : Mortgage {$2000.00} Car Note {$320.00} Debt not considered : Truck ( paid by corporation with submitted doc and shown on corporate tax returns ) {$700.00} XXXX XXXX  ( Paid in full sent docs to Navy Federal ). $ XXXX XXXX XXXX Line of Credit ( Will be paid off with cash out refinance, docs sent to Navy Federal ). {$0.00} Please respond back to this within 15 business days. As you can see, this has been a compete nightmare and zero accountability from Navy Federal. \n\nBest regards, XXXX XXXX XXXX cell XXXX office OFFICIAL CODE OF GEORGIA 7-6-1. Discrimination in extending credit or making loans prohibited","date_sent_to_company":"2020-07-23T12:08:52.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"30519","tags":"Servicemember","has_narrative":true,"complaint_id":"3760783","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2020-07-23T12:03:24.000Z","state":"GA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["When I called or emailed to discuss, I <em>never</em> received an answer and more delays and stall tactics. I have been sent 5 different loan <em>estimates</em> and all sorts off different fees and charges. When I call and speak to a customer service Rep, they tell me they can only forward me to my processor ( who <em>never</em> answers phone NOR return calls or emails ). \n\n\nRESOLUTION I would like my loan closed. There is no reason for a loan to take over 7 months to <em>close</em>."]},"sort":[11.808163,"3760783"]},{"_index":"complaint-public-v1","_id":"3901247","_score":11.704686,"_source":{"product":"Mortgage","complaint_what_happened":"I feel incredibly swindled and disturbed by the intentional lowballing of my home price and BAD FAITH approach by State Employees Credit Union on XXXX XXXX  XXXX XXXX in XXXX, North Carolina. How in the world is a bank permitted to intentionally sabotage and practically steal from a seller {$24000.00} in actual and factual assets less than one week before their client closed on a house? That's EXACTLY what happened to me. As you see below from my realtor, XXXX XXXX, who works for XXXX XXXX - both her and her colleagues have never seen such a scheme take place and executed so well by a bank. The swindling of State Employees Credit Union and XXXX XXXX XXXX of my assets are nothing short of unethical, illegal and clear demonstration of BAD FAITH. State Employees Credit Union set me up to fail ( as the seller ) less than one week before their clients had to close on my house on XXXX XXXX XXXX in XXXX, NC. All the while knowing my family and I had vacated and left the state to allow their to client move in when ready. In the end the banks BAD FAITH scheme cost me to be shortchanged {$24000.00} by pulling a last-minute stunt to intentionally devalue my home to the benefit of their client via a shady and unethical appraiser. My house was listed for {$250000.00} with the buyers being pre-approved for that amount via State Employees Credit Union. The buyers then asked if I could accept {$240000.00} instead. I didnt even hesitate to approve it and that same day the buyers sent me a letter, via their realtor ( which in itself is unethical ), thanking me for lowering the price and stating how much they loved my home and how pristine it was and one of a kind with TLC showing all over it. They went on to say that as a young couple, newly married and wanting this being their dream house, they would love and appreciate my home fully. They even sent a picture of themselves to really push their efforts. I have a great heart and although Im on full XXXX, I wanted the home to go to this wonderful couple people at {$240000.00}, although it was going to be coming out of my pocket losing {$8000.00} in a very hot home sellers market which I could have kept on the market and not sell it in just one week. Even while on XXXX Ive put well over {$60000.00} of investments in over 2 years ( as this home was my only savings ) into the house as it was my love and pride. Thats how passionate I was about my home. With major upgrades and energy efficiency 2nd to none in the neighborhood or in XXXX XXXX for that matter, I was told by my realtor XXXX XXXX ( XXXX XXXX XXXX, that once the appraiser gave their estimate for the home that there would be the TONS of comps added to raise the overall value to be well over the {$240000.00}. I was told that we would reach the {$240000.00} figure as there were upwards of $ XXXX in comps. \nBut this is where a scheme was played on me. With the banks permission, their appointed appraiser ( XXXX XXXX XXXX of XXXX XXXX XXXX in XXXX, NC XXXX came to my home fully knowing I had vacated the property and began using the completely wrong coms/comparables when pricing my home. My realtor contacted and appealed the appraisal 's terrible and unethical work with State Employees Credit Union clearly showing every line item the appraiser had missed or had done wrong. The State Employees Credit Union did not care one bit and denied our solid, detailed and factual appeal? That's disturbing and clearly shows it was all a set up to intentionally devalue my house in favor of the bank and its client. This is downright unethical and illegal from the standards both State Employees Credit Union and their appraisers should have to follow ethical policies governed by the LAW! Using the completely wrong homes and homes that don't exist as comperables is jaw dropping. Completely denying comps and pretending assets didnt exist is downright disturbing. \nWhat Im not understanding also is how the bank refused to even consider our line by line detailed information and EVIDENCE of the errors and omissions by their appraiser who was in a rush going to his next gig and short changing me {$24000.00} in assets owed to me? I was intentionally lowballed {$24000.00} due to State Employees Credit Union actions and they are now turning a blind eye? I am confident that this was all scripted to favor the bank 's best interest and the interest of their client to the detriment of me as the innocent and naive seller who had all good and transparent intentions in mind. \n\nWith less than a week to closing and this last minute curveball thrown at me I was given two choices : either accept the extortion being committed upon me and lose the {$24000.00} out of pocket that was owed to me and leave FREE ASSETS to the buyers or be potentially sued for pulling out of a contract with less a week to go. That's extortion at its highest degree and I'm very disturbed by it. \n\nI am owed {$24000.00} fair and square by State Employees Credit Union and their shady appraiser XXXX XXXX XXXX of XXXX XXXX XXXX. They intentionally omitted facts in favor of the bank and its buyer knowing with less than a week to go from closing that I had no recourse living out of state and the property being already vacated. It is extremely worrisome how my own realtor pointed out the flaws in the appraisal with evidence and it was still ignored. The appraiser had compared homes to mine that didnt even exist or were the wrong homes to compare entirely. Other examples, as there are many others as you can see below, are the solar panels, the thermal shield inside my roof with over {$30000.00} in costs out of my own pocket with interest which will save the new homebuyers over {$2000.00} in electric costs a year. The appraiser valued the entire package at {$5000.00}? Are you kidding me? The national average is a 10 % value to your house but this uneducated appraiser at XXXX XXXX XXXX and a bank who condoned it, valued this extreme asset and value for years to come at only .5 % of the overall home value? This is downright disturbing. At this point, I am giving FDIC the opportunity to cure this issue with State Employees Credit Union or I will have to file with the banking commissions, the FTC and Attorney General of North Carolina to protect future victims of this scheme. \n\nWhat really makes this entire scenario disturbing was that in the last month alone I had paid well over {$2000.00} to have the home professionally fumigated, cleaned, landscaped and cared for all so the new owners ( remember that my gorgeous home was less than 3 years old ) would feel the same passion and love I had put into the property for the last 2 years. That is how ethical and professional I am. During this whole ordeal, I can not say the same for State Employees Credit Union and XXXX XXXX   XXXX. I am owed {$24000.00} that I rightfully invested into my home with the appropriate comparables/comps that should have been used in the first place. \n\nPlease advise, XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX","date_sent_to_company":"2020-10-15T19:25:11.000Z","issue":"Closing on a mortgage","sub_product":"Other type of mortgage","zip_code":"14606","tags":null,"has_narrative":true,"complaint_id":"3901247","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"STATE EMPLOYEES CREDIT UNION","date_received":"2020-10-15T19:18:26.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["As you see below from my realtor, XXXX XXXX, who works for XXXX XXXX - both her and her colleagues have <em>never</em> seen such a scheme take place and executed so well by a bank. The swindling of State Employees Credit Union and XXXX XXXX XXXX of my assets are nothing short of unethical, illegal and clear demonstration of BAD <em>FAITH</em>. State Employees Credit Union set me up to fail ( as the seller ) less than one week <em>before</em> their clients had to <em>close</em> on my house on XXXX XXXX XXXX in XXXX, NC."],"issue":["<em>Closing</em> on a mortgage"]},"sort":[11.704686,"3901247"]},{"_index":"complaint-public-v1","_id":"9643865","_score":10.953203,"_source":{"product":"Mortgage","complaint_what_happened":"LAST FILE ATTACHMENT CONTAINS THIS INFO EASIER TO READ My husband XXXX and I applied for a Construction/Permanent loan with Waterstone Mortgage Company ( WMC or Waterstone ) in XXXX, XXXX, and were accepted. We have complaints about our experiences with WMC that cost us over {$20000.00}.\n\nCOMPLAINTS We have two complaints about Waterstone Mortgage Company ( WMC ), two situations that WMC was responsible for, which cost us about $ XXXX each. \n\n1. WMC created a fraudulent a rate lock agreement ( RLA ), and extorted interest rate lock extension fees from us that were not owed, and were based on the fraudulent RLA. \nWe were forced to pay their fraudulent rate lock agreement fees against our will, when a lien was placed on our home. If we didnt pay the fees, we would not have been able to get our home completed for an indefinite period.\n\no We believe these actions by Waterstone Mortgage Company were a conspiracy to commit fraud and criminal extortion.\n\n2. WMC unreasonably withheld closing our construction loan without contractual reasons, and it cost us over $ XXXX. This situation occurred before the fraudulent rate lock agreement issue. The delay resulted in us having to pay a price increase of {$9800.00}.\n\no We believe what WMC did to delay our loan from closing timely was a breach of contract. \n\nIn XX/XX/XXXX, XXXX XXXX  notified us that they purchased our mortgage loan from WMC. We contacted XXXX XXXX  about our complaints. They were escalated to their fraud department to investigate. They took our information and documentation in XX/XX/XXXX. Unfortunately, after we waited patiently for a long time to learn the results of their investigation, they would not tell us anything. We have no idea if they contacted WMC, or not. It took us a while to put all this documentation together in fewer pages than the hundreds we sent XXXX XXXX \n\nNOTE : When I - me- my are used, I am referring to myself [ XXXX XXXX ]. When we - us - our are used, I am referring to both my husband [ XXXX XXXX XXXX XXXX XXXX ] and myself. I am the one who took care of this aspect of building our home. \n\nLOAN DATES & FACTS XX/XX/XXXX : We signed a Disclosure Package that included a Rate Float/Lock Agreement ( RLA ). \nWe chose to FLOAT the interest rate on the RLA.\n\nFLOAT was already electronically checked ( not a hand-written checkmark ) when we came in to wet sign the documents, because our loan officer advised against locking it yet. \nOur intent for floating the interest rate on XX/XX/XXXX was to wait to lock it until right before closing. We didnt want the loan terms to expire before the construction was complete. \nThe LOCK option had 4.25 % for the interest rate, which at the time was higher than a normal home loan because construction loans tend to be higher. \no XXXX XXXX fixed mortgage rates in XX/XX/XXXX were about 3.1 %, so we didnt want to lock at 4.25 %. \no Given both our credit scores were in the mid to low XXXX, we would have received the best interest rates for a XXXX fixed mortgage. \nXX/XX/XXXX : We signed a Closing Disclosure for our construction/permanent loan. \nBoth the Construction Closing Disclosure and Refinanced Closing Disclosure documents show a fixed interest rate of 4.25 % for the one-year term of the Construction loan and the XXXX term of the Refinanced loan it would modify to when construction was complete. \nBOTH Loan Terms, in the Can this amount increase during closing? columns said NO, so we thought this is how we locked in the interest rate for both loans.\n\nThere was no discussion about interest rate prior to closing, so we assumed WMC dictated the interest rate and we trusted WMC knew what they were doing and were honest about what the XXXX fixed rate was. \no Our hind sight research shows the average interest rates for XXXX fixed mortgages was about 3.36 % in XX/XX/XXXX, which seems like 4.25 % was a mistake on the Closing Documents. \no Our hind sight thinks it is odd that the interest rate of 4.25 % was identical to the interest rate [ and relevant information ] listed in the LOCK option we didnt choose on XX/XX/XXXX. \no Our hind sight guess is that perhaps our loan officer thought we locked the interest rate on XX/XX/XXXX, and proceeded with our Closing Disclosure and Closing Documents accordingly. \no It seems we might have been cheated out of the current interest rate on XX/XX/XXXX that was much lower than 4.25 %. \nXX/XX/XXXX : We closed on our construction/permanent loan. \nBasically, the same as the Closing Disclosure, with minor differences in final amounts for closing costs. \nXX/XX/XXXX : Closed on Loan Modification, after our house was completed and final draws processed, in a rush after WMC stopped processing draws due to a false default claim, which caused a pause in construction. \nWe were forced to pay additional false rate lock extension fees for the extra time it took for final draw to be completed, until we closed. \n\nCOMPLAINT 1 : SUMMARY WMC created a fraudulent a rate lock agreement ( RLA ) seven ( 7 ) months AFTER the date they claimed we locked the rate and they provided written confirmation. WMC extorted interest rate lock extension fees from us, based on the fraudulent RLA.\n\nWe are guessing WMC did this to cover for mistake ( s ) made on the interest rate when we closed.\n\nWMC put us in a situation where we were forced to pay their fraudulent rate lock agreement fees against our will, or we would not be able to get our home completed for an indefinite period and a lien could have been placed on our home, until we paid them.\n\nWMC claimed : We locked an interest rate by phone on XX/XX/XXXX ( 2 days after we checked XXXX ) that they claimed expired on XX/XX/XXXX. \no There are no phone records to support WMCs claim, and our loan officer typically emailed. \nThey provided written confirmation of this interest rate lock on XX/XX/XXXX via email. WMC has yet to provide documentation it was sent to us and received by us. \nThis information trickled out from XXXX, XXXX to XXXX, XXXX, but WMC would not provide documentation.\n\nWMC demanded : We pay them rate lock extension fees, which we would not pay without the documentation they claimed to have. \nWMC forced us to pay rate lock extension fees, after months ( since XX/XX/XXXX ) of us requesting documentation and after letters from our attorney asking them to provide it. \nWe did not receive the only documentation WMC was ever going to provide us, until after we wired the funds. \nAFTER paying the fees, is when we were provided their \" written confirmation '' that turned out to be a fraudulent, unsigned, XXXX Rate XXXX/Lock agreement PDF document whose properties show it was created on XX/XX/XXXX by their XXXX  Customer Relations Manager. This RLA was created seven ( 7 ) months after WMC claimed they provided it to us via email.\n\nWMC coerced/squeezed us by doing the following : WMC claimed we were in default because we would not pay their unjustified interest rate extension fees, and instructing their third part draw XXXX XXXX XXXX to stop processing draws as of XX/XX/XXXX, after only processing one draw. \nEventually our builder had to stop building when the house was almost done. \nXX/XX/XXXX we were given a XXXX XXXX Notice of Lien on our property, because WMC wasnt processing or paying our builders requests for draws.\n\nWMC stopped processing draws from us for our site development costs, so we werent able to access over {$30000.00} of contingency funds we paid WMC out-of-pocket at closing, which meant we had to use up our savings to complete our site development responsibilities to complete our house.\n\nWe had so little funds left, our son-in-law had to wire the extortion funds to WMC for us. \n\nXXXX XXXX XXXX we signed XX/XX/XXXX : On page XXXX, under the XXXX  option we chose : o It states, points which shall apply on your loan in the first paragraph when explaining advising WMC of our election to lock the rate. There were no such fees incorporated into our loan when closing on XX/XX/XXXX, and there is no record of us paying fees to lock the interest rate. \nFraudulent Rate XXXX/Lock Agreement : o On page XXXX, under the Lock information continued, it lists Discount Points : {$1100.00} but if the fraudulent RLA was real, there would be a record of us paying the fees or it being incorporated into the loan, and there isnt evidence of us paying those fees. \nOn page XXXX of the XX/XX/XXXX XXXX, it states we must lock the interest rate prior to closing, which we thought occurred when we signed the Closing Declaration on XX/XX/XXXX. \nOn page XXXX it also states that the rate lock period ( inclusive of the Rate Lock Date and the XXXX XXXX XXXX ) must be long enough to cover the time necessary to complete the construction and satisfy all necessary steps to modify into the permanent loan. \no For the same reason WMC checked XXXX  for us, is why they knew it would not be long enough to lock it on XX/XX/XXXX, as WMC many months later claims we did. [ But we didnt. XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Customer Relations Manager, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, and WMCs outside counsel XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX were involved in our second complaint conspiracy to commit fraud and criminal extortion. \n\nCOMPLAINT XXXX : SUMMARY It took almost 6 months to close the construction loan we applied for with Waterstone, for which we signed a XXXX XXXX on XXXX XXXX. It closed in a rush on XX/XX/XXXX. \n\nWe believe what WMC did to delay our loan from closing timely was a breach of contract. Their breach of contract resulted in us having to pay a price increase of {$9800.00} that we otherwise would not have had to pay. \n\nWMCs XXXX XXXX our Loan XXXX and XXXX XXXX XXXX XXXXXXXX XXXX XXXX AZ office were involved in this breach of contract. \n\nAs early as XXXX we were discussing a closing date. We continually requested to close our construction loan before our price protection deadline of XX/XX/XXXX. \n\nWMC arbitrarily changed the requirements to close, to ones that were not disclosed in the Disclosure Package contract we signed, and not requested from the underwriters. \nThe Discloser Package contract doesnt say requirements could be added by WMC at their discretion. \nWaterstone delayed and refused to close our loan when we asked them to, because the loan officers who were involved made up their own requirements. \nFor whatever reasons they did this, it was not for reasons that were in our best interest. \n\nXX/XX/XXXX I emailed XXXX XXXX and XXXX XXXX to complain about the cost to us for WMC taking almost 6 months to close our construction loan. This was quite contrary to page XXXX of their Disclosure Package that says, Waterstone Mortgage is committed to closing your loan on time. \n\nXX/XX/XXXX XXXX of Waterstones reasons for delaying moving forward with closing our loan are in XXXX XXXX response. XXXX of his responses relevant to this complaint are below : XXXX. XXXX of the conditions clearly communicated was we would not close the loan until you received permits. We did not receive your proof of permits until XX/XX/XXXX. \no XXXX XX/XX/XXXX notes below, explaining this was not true. XX/XX/XXXX is when we provided the LAST update ; many before that. \no The contractual Disclosure Package we signed on XX/XX/XXXX has XXXX bullets that read Permits ( or status of permits ) XXXX bullet about the permit is also on page XXXX, under Construction Underwriting Process, under the statement The Items required for submission to Construction Underwriting are as follows : Another bullet is found under the Project Review Process, which applies to the project reviews done by WMCs third-party draw administrator. This process comes after closing. \no I emailed XXXX XXXX regular permit status and site development updates, beginning when I told him the plans were submitted on XX/XX/XXXX, and on XX/XX/XXXX a couple of days after the initial review was completed on XX/XX/XXXX. \no On XX/XX/XXXX I provided a link to the public records. All he had to do was use the link I provided to periodically check, but I still continually emailed updates. XXXX XXXX XXXXXXXX o NOTE : WMC never asked for the permit document prior to closing, nor at any time afterward. It was not a condition from the underwriters. \n\nXXXX. Your price disputes with XXXX impacted our ability to have a fixed purchase price. \no WMC already had a fixed purchase price that was not going to change for a potential price increase. It was a made-up condition. A home construction project commonly has change orders throughout the build. It changes the costs, but not the purchase price.\n\no Page 4 of Disclosure Package, a bullet under Construction Underwriting Process, required a Copy of signed construction contract between borrower and builder/contractor. This document had been provided early in the loan process. \no Another bullet on page XXXX reads Builder/contractors Cost Breakdown and Draw Schedule. The draw schedule came with the accepted XXXX XXXX order we provided WMC. It also included the cost breakdown of the site development tasks we were responsible for. \nThe Cost Breakdown was emailed to XXXX XXXX by XXXX XXXX on XX/XX/XXXX. XXXX XXXX could have requested this much sooner. \no Page XXXX of Disclosure Package, Additional Information : provides for Cost Overruns and Change Order Policy. Both sections provide for additional expenses from the builder that would be taken care of without changing the fixed purchase price. The fixed price doesnt change. \no XXXX XXXX XXXX XXXX XXXX that was included in our XXXX XXXX accepted order was provided to WMC very early in the loan process. It explains in their Disclosures & Addendums section, under XXXX. XXXX XXXX XXXX how a potential price increase would be paid. \n\nXXXX XXXX recommends that you budget for contingency funds to pay for potential price increases as well as costs associated with your owner responsibilities. This can be in the form of cash savings or included in your loan with your lender. \n\nWe included over $ XXXX cash above closing costs and the cost of the home, in our loan. This was to cover for estimated site development costs not incurred nor paid yet, and anything else such as a price increase, if we closed prior to knowing whether we would incur a price increase. \nWe continually told XXXX XXXX that if we had to pay a price increase, we would use our savings, but there were also the cash contingency funds that were required to be paid at closing. WMC had our most recent bank records to know we had the money in our accounts to pay for it from our savings. \nXXXX XXXX recently worked for XXXX XXXX and should have known a potential price increase would not affect the fixed purchase price that was already provided to WMC. \no We had already paid $ XXXX cash for our lot, over half of the $ XXXX we were financing for a project appraised at $ XXXX. The lot equity in itself gave WMC value protection against a price increase.\n\no The underwriters never gave the condition that WMC needed to know if we would have to pay a price increase before we could close. XXXX XXXX made-up the claim that we needed a fixed purchase price to move forward to closing. \no We paid our price increase as a change order on XX/XX/XXXX. The change order would be added into OUR costs of our home, but would not be added to XXXX XXXX purchase price. It was already fixed. \no The facts seem like the real reason XXXX XXXX was waiting to close is because he wanted to incorporate our price increase into our loan ; so much so that he contacted XXXX XXXX without our permission to ask about it. We know this from an XX/XX/XXXX email XXXX XXXX XXXX XXXX sent us telling us that our bank [ lender ] called her wanting to wrap it into our loan, even though we already told XXXX XXXX so many times that we would pay it out of pocket. \n[ quote from XXXX XXXX email ; provided in supporting documents ] You might recall that your bank [ lender ] reached out to me a few weeks ago and were ready to wrap it in, however, they needed the final signed copy. In order to obtain an XXXX XXXX signature and to get a final copy, I would need to collect payment. Once I receive payment and a fully signed change order, I can close it out and send you and the bank the final copy. From there, you could request a reimbursement in the form of a draw from your bank. XXXX can not request this check for you, as this would come out of your soft costs and not a part of our draw schedule. [ We were unaware of XXXX XXXX reaching out to her. We were not copied on his communication. ] WMC unnecessarily waiting to see if we would incur a price increase is what CAUSED the {$9800.00} price increase from our builder. \n\nNeither the permit condition nor waiting for a price increase were conditions from the underwriters, nor are they supported by the XX/XX/XXXX Disclosure Package contract we signed in good faith and expected Waterstone to honor in good faith. Those XXXX conditions were conditions from XXXX XXXX, possibly driven by XXXX XXXX. \n\nThe XXXX XXXX we signed on XX/XX/XXXX is a legally binding contract. Therefore, we believe the actions Waterstone Mortgage Company took to delay closing our loan, none of which were disclosed nor were they conditions of the underwriters, were a breach of contract.\n\nIf the Underwriters needed to have a copy of the permit, we would have had to produce it prior to closing, which we didnt and to this day was never asked for by WMC underwriters nor anyone. \nPage XXXX of their XXXX XXXX we signed on XX/XX/XXXX says, Waterstone Mortgage is committed to closing your loan on time. Yet for all the months we requested to get our loan closed they withheld closing on time ( almost six months ), for reasons not substantiated by their Disclosure Package.\n\nAdditional time delays occurred that were a result of our loan officer either not preparing ahead for what was needed to close the loan in a timely manner, or being too inexperienced to know what would be needed.\n\nDuring the preventable rush to close is when we believe mistakes were made by XXXX XXXX, and we were made to cover and pay for leading into complaint XXXX. \n\nThe XXXX XXXX we signed on XX/XX/XXXX is a legally binding contract. Therefore, we believe the actions Waterstone Mortgage Company took to delay closing our loan, none of which were disclosed nor were they conditions of the underwriters, were a breach of contract. \nIf the Underwriters needed to have a copy of the permit, we would have had to produce it prior to closing, which we didnt and to this day was never asked for by WMC underwriters nor anyone. \nPage XXXX of their XXXX XXXX we signed on XX/XX/XXXX says, Waterstone Mortgage is committed to closing your loan on time. Yet for all the months we requested to get our loan closed they withheld closing on time ( almost six months ), for reasons not substantiated by their Disclosure Package. \n\nAdditional time delays occurred that were a result of our loan officer either not preparing ahead for what was needed to close the loan in a timely manner, or being too inexperienced to know what would be needed. \n\nDuring the preventable rush to close is when we believe mistakes were made by XXXX XXXX, and we were made to cover and pay for leading into complaint XXXX.","date_sent_to_company":"2024-07-30T04:00:21.000Z","issue":"Closing on a mortgage","sub_product":"Other type of mortgage","zip_code":"857XX","tags":"Older American","has_narrative":true,"complaint_id":"9643865","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WATERSTONE MORTGAGE CORPORATION","date_received":"2024-07-30T03:19:06.000Z","state":"AZ","company_public_response":null,"sub_issue":"Delays with the closing process"},"highlight":{"complaint_what_happened":["o The underwriters <em>never</em> gave the condition that WMC needed to know if we would have to pay a price increase <em>before</em> we could <em>close</em>. XXXX XXXX made-up the claim that we needed a fixed purchase price to move forward to <em>closing</em>. \no We paid our price increase as a change order on XX/XX/XXXX. The change order would be added into OUR costs of our home, but would not be added to XXXX XXXX purchase price. It was already fixed."],"issue":["<em>Closing</em> on a mortgage"],"sub_issue":["Delays with the <em>closing</em> process"]},"sort":[10.953203,"9643865"]},{"_index":"complaint-public-v1","_id":"2568511","_score":10.734848,"_source":{"product":"Mortgage","complaint_what_happened":"I submitted a loss mitigation application to my mortgage servicer, Ocwen Loan Servicing, to short sale my home when I realized I could not afford to pay for it anymore. I did this in late XXXX after a foreclosure case was still pending against me and the subject Property, which is and has always been at all relevant times and to date my principal residence. <P/>OnXX/XX/XXXX, I received 2 letters from Ocwen -- one stated that my request to short sale the property was approved and gave instructions for submitting an offer and the other letter gave me list price guidance. My attorney who is also my listing broker listed the property in mid-XX/XX/XXXX for the amount advised by Ocwen. It took several months but finally it was necessary to reduce the list price because I was not getting offers. At the time, the property needed repairs estimated as ofXX/XX/XXXXof approximately {$41000.00} ; I also was in serious delinquency on my mortgage payments, but this was well known to Ocwen and the mortgage investor ( claimed to be a private investor ) prior to the approval to do a short sale. Neither of those conditions has changed. Ocwen has been sent the {$41000.00} repair estimated in the summer of XX/XX/XXXXand it was resent again in XX/XX/XXXX after which the 1st short sale approval letter datedXX/XX/XXXX was issued. <P/>After additional BPO appraisals ordered by Ocwen, the price was reduced multiple times and multiple contract purchase offers were submitted but were all rejected because the net proceeds payable to Ocwen were reportedly too low. I was repeated invited to submit another, better offer without any further list price guidance until the Fall of XX/XX/XXXXand then again in XX/XX/XXXX I learned that repeated BPO ( ie, realtor ) appraisals valued the property at {$480000.00}. So I immediately instructed my Listing Broker to lower the list price on the property to encourage a viable contract offer. All the while, and continuing to date, it is extremely important to me that I avoid the harmful effects of a foreclosure sale on the property. Due to significant and numerous other liens that are encumbering the property, I am not eligible to do a Deed in Lieu of foreclosure. So if I knew that if I could n't get a short sale accomplished I would risk my house being sold at foreclosure. <P/>That is why I have worked so diligently and in good faith to cooperate at all times with Ocwen, and I have instructed my attorney/Listing Broker to work so hard to get agreements from the other lien holders, which liens are encumbering the property, to release them so that I can avoid foreclosure. After many months, those lien issues -- subject only to the short sale being consummated -- are able to be resolved for pennies on the dollar. In fact, for less than {$2500.00} I am getting 1 particular lien that is valued at over {$20000.00} paid and satisfied. That is huge to me because I have been struggling to recover after a lengthy prior period of under-employment, and divorce. So I was glad to be able to submit a {$480000.00} short sale offer to Ocwen in earlyXX/XX/XXXX. I was even more delighted when Ocwen sent me a short sale approval letter for that contract on XX/XX/XXXX. <P/>Unfortunately, just 3 days prior to the deadline for closing ( which had to be completed by XX/XX/XXXX per the short sale approval letter conditions ) the deal fell through because the Buyers could not get approved for a loan. The issue was not the house appraising for too little ; in fact those Buyers had 2 separate interior appraisals conducted and that the house appraised \" as is '' for the {$480000.00} sale price. I, for my part, had paid movers to remove most of my personal property from the house in anticipation of the closing. It is also noteworthy that I am not even now being allowed any Seller relocation assistance even though when I first made inquiry of Ocwen about that issue in the Fall of XXXX I was told that I was eligibile to receive {$10000.00}. Ocwen later reneged on this and I was told that, according to them, the private investor does not allow any Seller Relocation Assistance. I now realize that I can not trust anything that Ocwen tells me or my attorney/Listing Broker. So I do n't know that I am being told the truth about not being eligible for Seller Relocation Assistance. This is an issue I want firmly addressed as part of my Complaint to your offices. <P/>But, most recently, and more to the point -- after the original approved short sale for {$480000.00} had expired -- Ocwen sent me a letter datedXX/XX/XXXXstating that the prior short sale that had been approved was denied because the deadline for closing had expired onXX/XX/XXXX BUT Ocwen also affirmatively in that same letter invited me to submit another short sale offer. <P/>It is important to note that from prior to the XX/XX/XXXX short sale approval letter and as recently as today, on a bi-weekly basis and more recently on a weekly or less basis, my attorney/Listing Broker has had routine conference calls with my Relationship Manager ( or someone in his absence ), XXXX XXXX ( ID # XXXX ), and all of those conversations let my attorney/Listing Broker and me to understand that I was eligible to submit for final approval a short sale to avoid foreclosure of my home. <P/>Just seven ( 7 ) calendar days after receiving that letter inviting another short sale contract to be submitted, I was able to do so, supplying all required documents. I was fully convinced that it would an effortless process for this new Buyer offer to be accepted because this offer was going to yield to the mortgage investor MORE MINIMUM NET PROCEEDS than the prior Buyer 's offer. <P/>And my attorney/Listing Broker specifically made a point to investigate, then advised me before I executed that offer, to reassure me that the Buyer had been fully vetted as to his FICO score, employment history, income and other relevant factors so that I could be confident, and Ocwen by extension, that this Buyer would not have an issue getting a mortgage loan to by my house ( by the way, this particular contract that I choose was one of 2 new offers presented to me, but I elected it because its terms constituted the highest and best offer received TO DATE ). <P/>On XX/XX/XXXX, another appraisal was done on my house, this time and for the first time by an actual Maryland licensed appraiser, which I again accommodated. Reportedly this was necessary because the prior ( realtor BPO ) appraisal done inXX/XX/XXXX had expired. I reasonably assumed that this was consistent with getting the new short sale approval letter. <P/>OnXX/XX/XXXX after requesting a copy of that appraisal report following the denial of the short sale contract, I learned that the Property appraised \" As Is '' for {$470000.00} - that 's {$10000.00} LESS than the short sale contract purchase price at issue. That report contained information suggesting the true FMV was even less, as low as {$400000.00}, with repair estimates at {$20000.00} ( but which failed to accurately reflect all repairs needed. <P/>At no time was I or my attorney/Listing Broker ever told that another short sale contract would be denied because time had run out to do a short sale. Certainly at no time from the initial approval letter sent by Ocwen in XX/XX/XXXX to date have I ever received any written notice of a deadline to submit a short sale contract. <P/>Yet to my great distress and frustration, on XX/XX/XXXX I received a letter from Ocwen stating that the pending short sale contract submitted in good faith on XX/XX/XXXX had been denied and the sole reason given was a statement to the effect that the mortgage investor wanted nothing less than to be paid in full!!! <P/>That is completely contrary to theXX/XX/XXXX short sale approval letter AND antithetical to the concept of a short sale!!! <P/>I immediately instructed my attorney/Listing Broker to follow the instructions in that letter to appeal the decision. My attorney/Listing Broker immediately called Ocwen and was told that the private investor was declining the offer due to the serious delinquency of the mortgage ( which has been true for years ) and the condition of the property ( which has also been true for years ). This to me was not a good faith answer. <P/>When asked, the Ocwen rep claimed that despite the fact that Ocwen knows the mortgage investor short sale guidelines, that Ocwen had no way to know that the investor would decline the latest short sale. I also find that representation wholly implausible. <P/>The formal email to Ocwen 's Liquidations Appeal department was sent on Friday, XX/XX/XXXX with all supporting documentation and additional reasons for my appeal. <P/>On Monday, XX/XX/XXXX, my attorney/Listing Broker called Ocwen to inquire as to status and was transferred to Ocwen 's \" Ombudsman 's '' department where a conversation with XXXX XXXX resulted in an acknowledgement of the oddity of the current status of the short sale and a promise to make further inquiries and respond back by phone no later than Thursday, XX/XX/XXXX. My Attorney/Listing Broker advised, with my permission, that I would hold off filing a complaint with your offices and the Maryland Attorney General 's office as a professional courtesy and on the reasonable expectation that Ocwen and the mortgage investor would do the right thing based on the history of all relevant facts to date, and reverse their denial letter so that I could avoid foreclosure. <P/>It is also extremely important to me that the Buyer be able to buy my house. I acted in good faith marketing it as a short sale that I was ready, willing and able to consummate, and this action by Ocwen and the investor not only makes it appear as if I have breached our agreement, but that I have mislead the Buyer. <P/>On XX/XX/XXXX, I received another short sale denial letter, which other than the date on the letter was identical to that which was received on XX/XX/XXXX. No clarification as to whether or not this was a response to my appeal was given. Just another insufficiently inaccurate form letter from Ocwen. <P/>I also learned that there appears to have been confusion about who the new Buyer was because Ocwen reps, including my Relationship Manager and then XXXX XXXX who took my attorney 's call on XX/XX/XXXX variously asked the name of the Buyer for the latest offer. This just shows how confused and untrustworthy the communications on my behalf with my Attorney/Listing Broker and Ocwen reps have been. How can they not clearly know whose contract was presented to them and have to ask those questions? <P/>OnXX/XX/XXXX, XXXX XXXX contacted my attorney/Listing Broker and I then learned that XXXX XXXX claimed that the mortgage investor said that it was too late to do a short sale, and that that decision is within the investor 's discretion. This is now yet a new excuse for denying the short sale that was never given before. Thus, you understand my complete and utter distrust of Ocwen in connection with communicating the true nature of the current dispute and the reasons given for it. <P/>Earlier today, XX/XX/XXXX, my attorney/Listing Broker received the pre-scheduled weekly call from XXXX ( covering for the Relationship Manager, XXXX XXXX ). at which time XXXX stated that the file \" was in active short sale status. '' When it was pointed out that this property was the subject of a recent short sale denial letter on appeal and that the decision was based on essentially being told \" too late, times up, and we want all our money '' the response back from XXXX was \" the file is still under review. '' Before that call, my Attorney/Listing Attorney had already reached out to the Buyer 's realtor and mortgage loan officer to advise on the adverse status of the short sale negotiations and to clarify the amount of actual time that the Buyer would need to get mortgage funding approval to close the short sale contract ( which was previously stated to be 3 weeks after receiving the short sale approval letter ). After the call with XXXX concluded with a statement that he did not know when a final decision on the appeal would be made, I learned that the Buyer 's loan is now far enough in the process that the Buyer can close in 2 weeks or less, subject only to receipt of a short sale approval letter, and the title company ( re-evaluating ) the title work needed to issue title insurance. <P/>My Attorney/Listing Broker emailed the Ocwen Liquidation Appeals department memorializing the conversation with XXXX and giving this updated information. Up to this point, I was cautiously optimistic that Ocwen and the investor would realize their error and fix the problem without litigation, which I am fully prepared to undertake -- ON PRINCIPLE and not just because as a consumer I am appalled at how this short sale has so quickly deteriorated into a problem to be resolved!! <P/>When my Attorney initiated an investigation earlier this afternoon to determine whether a foreclosure sale date is set for my house, I learned that the XX/XX/XXXX ( yes, that 's the right year ) foreclosure case has been administratively closed by the Court in which it was filed as of XX/XX/XXXX due to \" lack of prosecution '' meaning that this is just another reason why better for the investor and me to complete the pending short sale contract. <P/>I am asking for the assistance of the CFPB to resolve this matter ASAP so that I can keep my end of the bargain with the present Buyer before that Buyer decides to walk away and I am left more seriously and negatively impacted -- personally, emotionally and financially. <P/>Copies of all relevant emails and attachments to those emails are being provided here.","date_sent_to_company":"2017-07-07T20:56:37.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"21045","tags":null,"has_narrative":true,"complaint_id":"2568511","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2017-07-07T20:44:29.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["its terms constituted the highest and <em>best</em> offer received TO DATE )."]},"sort":[10.734848,"2568511"]},{"_index":"complaint-public-v1","_id":"2585443","_score":10.492691,"_source":{"product":"Mortgage","complaint_what_happened":"I am going to disclose that this was a bit of time ago, but we recently came across this new information when trying to sell our home.\nXXXX  - We closed on our first home. The inventory home we purchased was built in XXXX. As first time homebuyers, we lived in XXXX XXXX, XXXX  and purchased a home in XXXX, XXXX. We admit we were ignorant to the home buying process and fully trusted all parties involved during this process, especially since we were residing in another state. We put {$30000.00} down on the home ( 20 % ) to qualify for a conventional loan.\nXXXX - We received our annual property tax form. It notated that since we did not pay the correct fees for the home in XXXX, our monthly mortgage amount was doubling. This was an inventory home that had already been established for almost a year. XXXX XXXX XXXX did not check the current posted property taxes before creating the closing documents and submitted the property taxes for an empty lot instead. Therefore upon receiving our property taxes in XXXX our mortgage almost doubled to pay for the lack of property taxes for the year prior. We were unable to afford $ XXXXmonth mortgage at this time. We immediately contacted our Realtor XXXX XXXX ( XXXX XXXX ). She immediately informed our mortgage lender contact XXXX XXXX ( Envoy Mortgage ) of the issue. XXXX  immediately investegated the situation. He later explained that his office entered in the property taxes for an empty lot vs. the established/built lot by mistake. I even received an email ( which I still have ) from XXXX XXXX ( President, XXXX ) apologzing for the error. In the email he clearly states \" When drawing the final papers an error did occur in our corporate office in that they used the tax amount from the previous year instead of the new estimated tax rate and dollars. Everyone is agreement that someone from the title, mortgage or real estate side should have caught this issue. I am also working with XXXX on modification of branch office procedures to identify this issue '' thus admitting it was their error.\nDue to this error on their behalf and us unable to afford $ XXXXmonth at the time, we were in jeopardy of losing our home AND the {$30000.00} we had initially put down on the home. This was a very upsetting and traumatic time for us. We were left with the choice of losing our home or to refinance. We clearly did not want to lose our home, nor our down payment, so we had no choice but to refinance ... .more like a \" forced '' refinance in the situation that we were put in by Envoy Mortgage.\nSince XXXX and XXXX XXXX admitted that this was in their error, we recieved multiple phone calls and emails from their offices. XXXX XXXX and XXXX XXXX informed us that since this error was their fault which resulted in us being in this predicament, they said they would pay the refinancing and closing costs to refinance our home. Again, they were doing this since we would have never been in this situation due to their error.\nAt first XXXX XXXX seemed so helpful in assisting us with the refinancing. Telling us what we needed, etc.. Then one email I mentioned about getting a Real Estate attorney to help assist. From there on we started to get a lot of push-back and attitude from XXXX XXXX. He was n't responding to our emails and communication in general was minimal. XXXX - XXXX sent us a Good Faith Estimate. Due to the current situation we were forced in, we had questions. I asked why we were going from a Conventional Loan to refinancing to an FHA Loan. I also asked why we were offered a 4.5 % interest rate from another company and his interest rate was 5.875 %. I have a copy of the email I sent him and his response. Please keep in mind there was a lot going on. Especially being so ignorant of the process, we were very confused throughout this whole ordeal.\nHere are the responses : We originally had a Conventional 30 Year Fixed loan and I see you gave us a GFE for a FHA 30 Year Fixed. I was just wondering why you chose to go FHA vs. Conventional. Either way, would you please send us a GFE for a Conventional 30 Year Fixed?\n( his response ) I would greatly appreciate it. Since last year the loan guidelines for credit scores have tightened considerably. The pricing I have for a Conventional Loan is 5.875 % and would require at least 2 points paid as part of closing costs. FHA requires a minimum score of XXXX, better rates, even paying mortgage insurance.\n** Here he is convincing us that we do not qualify for a conventional loan any longer due to our credit score. However, it should never have been an actual refinance, they should have fixed the original paperwork or shown that we did put down 20 %. Instead, the way they did it was treat it as if we went to any banking facility and refinanced. On the new Settlement Statment, we paid {$2200.00} in PMI and then paid more in PMI over the years. How do we not qualify for a conventional loan when we put {$30000.00} down on the home?\nWe received a GFE from another mortgage company. We would love to stay with you and keep our business with you ( especially since you opened our original loan ), but they offered us a 4.5 % interest rate and their rate/fees are lower than the ones you are charging. Can you match the 4.5 % interest while keeping the points charged at 0? ( with no origination fee ).\n( his response ) I can not match the 4.500 % with 0 points and giving you a {$500.00} lender credit. If they can deliver on that you should jump on it right away. Tell them to lock that rate and get moving on it. I would love to keep you as customers, but I want to see you with the absolute best deal. Can you send their GFE to me just to make sure we are comparing apples to apples?\n** Again, we were very confused going through this ordeal. You can tell by the questions I was asking. Here he is telling us to take the other offer. Us forgetting that Envoy & XXXX  had offered to pay for the refinancing fees and the closing costs. It was a win-win situation for them. If we walk away, we were now someone else 's problem, if we stay, they trick us and pay themselves again and roll all the fees they promised into the new loan. Again, win-win.\nWe were so ignorant, they knew it, and they took full advantage of it. So, they \" accidentally '' made a huge error on our paperwork, forcing us to refinance with them, charging us at a high percentage rate, and then roll all the refinancing fees and closing costs ( that they were supposed to pay for ) into the new loan, thus paying themselves AGAIN! This kind of behavior really leads me to believe this was predatory lending. This was wrong on so many levels. On the XXXX Settlement statement they charged us again on Appraisal fees. The new Settlement Statement should have been based on loan to value.\nAfter contacting Envoy Mortgage ( XXXX XXXX XXXX  changed their name to Envoy Mortgage in XXXX ), they led me on for 2 months saying they were researching only to send me a letter telling me, in other words, too bad. On one statement, they said that they spoke with our Realtor XXXX XXXX and she said she could not recall the issue. It just so happens that XXXX called me the day that Envoy called her. She told me that she was suprised to hear from them and asked me what was going on. She said that she told them that she clearly remembers everything and that XXXX XXXX had told me that they were covering the closing costs and refinancing fees. She told them that she quit doing business with XXXX XXXX  because what he did was not right or ethical. She told Envoy that they should fix the issue. So why would XXXX call me out of nowhere to tell me about her conversation with Envoy, yet Envoy claims that XXXX does not recall anything. Also, another portion of their statement, they said that they never admitting that it was their fault. As I have noted earlier, XXXX XXXX clearly admits that this was their error. So I 'm not sure where they are getting their facts from. They said that since we received a lower interest rate on the refinance it was in better benefit for us.\nThey clearly want us gone, but we feel that a company like this should not be doing business. Predatory lending is not acceptable or ethical behavior. I 'm scare to think whom else they have done these \" accidental '' mistakes to and how many people have actually caught them, like ourselves. They have a great scheme going on.\nPlease help. We not only paid thousands in closing costs & refinancing fees, but we also paid even more in PMI after putting {$30000.00} down ( 20 % ) on a home. They admittedly messed up our paperwork, forced us to refinance our home, and then rolled all their fees and the other fees into the new loan. How is this ehtical behavior? I have multiple emails from XXXX XXXX and some from XXXX XXXX  from back in XXXX. I also have copies of BOTH our Settlement Statements.\nThank You.","date_sent_to_company":"2017-07-26T07:53:57.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"78634","tags":null,"has_narrative":true,"complaint_id":"2585443","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Flatonia Investments, LLC","date_received":"2017-07-26T01:30:50.000Z","state":"TX","company_public_response":"Company disputes the facts presented in the complaint","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX - XXXX sent us a Good <em>Faith</em> <em>Estimate</em>. Due to the current situation we were forced in, we had questions. I asked why we were going from a Conventional Loan to refinancing to an FHA Loan. I also asked why we were offered a 4.5 % interest rate from another company and his interest rate was 5.875 %. I have a copy of the email I sent him and his response. Please keep in mind there was a lot going on."]},"sort":[10.492691,"2585443"]},{"_index":"complaint-public-v1","_id":"3912381","_score":10.455495,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/2020 my husband and I started shopping around for the best qualified lender to conduct a VA IRRL refi loan. \n\nIn XX/XX/2020, I went online and submitted an application for refinance loan. \n\nOn XX/XX/2020 I received a phone call from XXXX \" XXXX '' XXXX of Freedom Mortgage to complete an over the phone questionnaire for VA IRRRL refi loan and later submit requested documents for the loan application approval. I informed XXXX that I was interested in a mortgage lender that would maintain the life of the loan as part of our decision to consider Freedom Mortgage. I also informed XXXX that we were currently going through XXXX XXXX, but was not happy with their lack of transparency, dual application process, and lack of response time and failure to keep up abreast of our loan status. I requested the loan with XXXX be cancelled and submitted a new application with Freedom Mortgage. \n\nOn XXXX XX/XX/2020 I sent an email addressing concerns with the loan application. I was informed that the loan application was simply an \" intent to apply '' and was needed before they could determine if we qualified for a refi loan. I asked several questions of XXXX that he could not answer ( i.e. use of same credit report since the first was conducted 3 days prior, use of same credit agency to avoid more than one credit check affecting our credit score, assistance with cancelling, transferring and submitting the loan through Freedom Mortgage and if an escrow account was mandatory from the lender if we are 100 % exempt from property taxes and paid our home owners insurance automatically through the same bank we have had for over 20 years. ) XXXX informed me that he would check with his supervisor and get back in touch with me ASAP, which he failed to do. \n\nOver the next two weeks I tried contacting XXXX several times to obtain answers with no response. \n\nOn XXXX XX/XX/2020 I received an email from XXXX XXXX ( Customer Advocate ) requesting personal information. \n\nOn or about XXXX XX/XX/2020 I called and left several voice messages requesting XXXX contact me to address my concerns and to verify who XXXX was in loan process. During a very brief message, XXXX still refused to address my concerns, stating again he would get back in touch with me soon and that XXXX was now my point of contact moving forward. \n\nOn XXXX XX/XX/2020, I responded to XXXX 's request to verify personal information, and then proceeded to reach out to her for assistance with my concerns. \n\nOn XXXX XX/XX/2020 XXXX and I spoke on several occasions addressing my concerns, reviewing the status of my file with her supervisor, and answering my questions to changing the title company to one of my choice and apologizing for the inconvenience I experienced. \nXXXX and her supervisor were refreshing to work with and regained my faith in the refinance process my availing themselves to help resolve the refinance process! \n\nXXXX XX/XX/2020 I received a call from the scheduling department to meet with a notary on XXXX XX/XX/2020. I was informed that the title company was incorrect and therefore had not reflected the changes discussed with XXXX and her supervisor. I cancelled the notary closing appointment and again reached out to XXXX to confirm corrections. She and her supervisor agreed to expedite the file and later informed me the loan was ready for closing but would be delayed two additional weeks if I disagreed with moving forward or changing the title company. I inquired if the escrow account was mandatory and was informed that it would be waived. \n\nOn XXXX XX/XX/2020 ( 4 weeks later ) XXXX contacted me by phone to inquire of my concerns, I was unable to discuss them at the time and informed him that I would give me a call back at my convenience. \n\nOn XXXX XX/XX/2020 I contacted XXXX and left yet another message to discuss my concerns and disappointment in his failure to respond to my many attempts to address my concerns, he called and sounded frustrated. He stated, \" I am not going over the entire loan estimate sheet with you, if you have questions about something in particular I will go over that but I am not wasting time going over the entire sheet with you. '' I calmly expressed my concerns and suggested someone else assist me since he verbally expressed frustration and irritation. He asked if I had any specific questions. I informed him that I had concerns about the loan estimate sheet due to the figures listed not reflecting changes discussed with XXXX. I inquired if he had spoken with XXXX about the updates and he sounded as if he was becoming aggravated with my comments and questions. XXXX became rude and unprofessional throughout the conversation so I tried to calm him down by suggesting I speak with someone who could kindly go over the details of the loan with me, I suggested we no longer work together and requested his supervisors name and number for assistance. He immediately refused to provide me the name and phone number for his supervisor then hung up the phone on me! I immediately started drafting an email to XXXX to request he be removed from the loan and explain what occurred. Within minutes XXXX called back to apologize for his unprofessionalism. I thanked him and accepted his apology and again suggested it was best for us not to continue the work relationship and to have someone assist me with the loan process. XXXX later sent me an email apologizing for his unprofessionalism along with his supervisor 's email. \n\nOn XXXX XX/XX/2020 as I was drafting an email to XXXX requesting XXXX be removed from my refinance loan application. I received a phone call from XXXX  XXXX XXXX XXXX XXXX 's supervisor ) apologizing on behalf of XXXX and requesting to go over the loan estimate with me. He informed me that corrections to the loan estimate would be resolved and wanted to address my other concerns. I informed him that XXXX and her supervisor were very helpful in addressing my concerns, and resolving my issues. Al stated he was the manager and wanted to know what the issues were. I politely informed him that I was requesting XXXX \" XXXX '' XXXX be removed from my loan application due to his unprofessionalism. Al began patronizing me and justifying XXXX 's behavior. I again requested XXXX be removed from my loan application and to receive the assistance of someone else. Al 's conversation went from condescending to forcefully requesting to know who had provided support during the weeks that XXXX refused to respond to my voice messages, and to reiterate Freedom Mortgage policy on an potential escrow account and discounted my others concerns. I nervously ended the call and contacted the Veterans Administration Benefits office to discuss my concerns. I was advised to call Mr. XXXX  XXXX back and request his identification number, position title as well as his supervisor 's name and number. I called back and recorded my second conversation with Al refusing to provide the information I requested. I informed him that I felt he was trying to compel me to provide information that had already been resolved so as to avoid processing my loan, causing additional weeks of delay, and to reverse the escrow waiver that was promised. Mr. XXXX stated he had supervision and oversight of the personnel I had been in communication with and would have XXXX or her supervisor contact me with updates on my refinance. \n\nOn XXXX XXXX my last conversation with Mr. Al XXXX has left me without a point of contact to address my concerns, no communication from AL, XXXX or XXXX 's supervisor ( Al made it very clear that he was going to address XXXX and her supervisor on what he considered \" incorrect procedures '' but discounted the lack of professionalism and demeanor demonstrated by XXXX XXXX XXXX. \nXXXX Al also stated the information would be used to train is office on the policies do 's and don'ts but never addressed the resolution of replacing thee loan officer or completing my refinance. ) Al used forceful tactics to implore me to say XXXX and her supervisor \" promised '' me something that was not authorized stating he needed to hear me say certain words in order to get to the bottom of my concerns without ever addressing the concerns. I suggested he listen to the recorded calls and asked if he had spoken with XXXX all of which he denied and stated he didn't have time to go through every email or call concerning issues. \nAl 's conversation was very unsettling and dismissive from a supervisor seeking resolution for a potential client. I have left several voice messages for Al and XXXX as well as sent another email to XXXX requesting updates with no response. \n\nXXXX XXXX sent email to XXXX requesting update status of loan without a response. I continued to call and leave voice messages but receive no correspondence. \n\nOn XXXX XX/XX/2020 I received an email from XXXX XXXX XXXX unsure of her position ) providing the same information I was given on XXXX XXXX when I spoke with XXXX XXXX. I called XXXX requesting a phone call to discuss my loan application status and other concerns and did not receive a response On XXXX XX/XX/2020 MsXXXX XXXX responded again by email and I again called her requesting she please give me a call to discuss my loan application and have yet to receive a call back. \n\nOn XXXX XXXX I sent an email to XXXX XXXX request an update on the status of my loan and have not received a response. \n\nMeanwhile I made several calls and inquiries with other loan officers and call center agents requesting assistance with resolving the status of my loan. Once they verify the loan number my inquiry leads to unreturned calls, unanswered emails and voice messages and failure to assist with the processing of the loan or an updated status of the loan.","date_sent_to_company":"2020-10-21T05:58:18.000Z","issue":"Closing on a mortgage","sub_product":"VA mortgage","zip_code":"76063","tags":"Servicemember","has_narrative":true,"complaint_id":"3912381","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2020-10-21T05:00:41.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I was informed that the loan application was simply an \" intent to apply '' and was needed <em>before</em> they could determine if we qualified for a refi loan."],"issue":["<em>Closing</em> on a mortgage"]},"sort":[10.455495,"3912381"]},{"_index":"complaint-public-v1","_id":"6802859","_score":9.433102,"_source":{"product":"Mortgage","complaint_what_happened":"My current mortgage company, Click n Close (FKA Mid America Mortgage) neglected to pay for my homeowners insurance policy out of my escrow account (although, the account showed the payments coming out). I found this out when I called the insurance company to make a claim after the hurricane. I have been in a 6-month long battle with them to get my home covered with the same level of coverage that I had. As of 3 weeks ago, I was told that they had secured a matching policy on my home  when I asked for a copy so that I could make the claim, they were unable to provide (because it didnt exist). 3 weeks later, they provided me with a copy of the same hazard policy that I have been telling them is not acceptable for the last 6 months. There is also a whole mess going on with a deferral vs. a forbearance. Per the attached recording, I very clearly called and requested a 3-month deferral where 3 payments are moved to the end of my mortgage. I found out in XXXX that they had placed a forbearance on my account and that 4 payments would be coming due on XXXX. Upon further discussion, I was told that, since the forbearance period had already occurred, that we could now get the deferral. At the very end of XXXX, I was notified that this deferral was rejected because there are unrepaired damages to my home from the hurricane (which have not been repaired due to their negligence in paying my insurance premium and then their ongoing delay in putting equivalent coverage on my home. At that time, they said we could do an extension while we continued to work everything out. \nClick n Close has continued to use bait and switch tactics throughout the last 6 months. I have 6 months worth of documented emails, letters, recordings that very clearly reflect their admittance of negligence and their continued abuse of power. I recently was told that a full coverage policy, matching my original policy, had been secured for my home. When I asked for a copy of the policy so that I could move forward with a claim, there was no response for weeks. At this time, Click n Closes lawyer stepped in and told me that I was only getting the hazard policy, that I have continued to reject. \nI have been working in a good faith effort with Click n Close for the last 6 months to resolve these issues, but it has become clear that they are going to continue to make this an impossible situation for me. I am currently in a home that has no coverage on any of my personal belongings, damage from the hurricane, and an increasing debt because of their deceitful practices with the deferral. They have also held on to my Flood insurance check because my account is in default, after I was told that my account was not in default and was given a disbursement agreement that clearly stated they would cash the check and send it back to me. \nI am hesitant to bring my account with them current because I do not want it to appear that I am agreeing to the forbearance (I do have the funds to bring the account current set aside and could easily do so). I do not want to submit a claim with the hazard policy because I do not want it to appear that I agree to accepting that policy either. My hands are tied, the hit to my credit with the forbearance is an attack. \n__________\nTimeline:\n\tNotified of Flood insurance lapse due to non-payment XXXX XXXX\n\tFlood insurance reinstated once Click n Close made payment\n\tConfirmed that other policies were in place and roof was covered\n\tPayment significantly increased, determined that escrow assessment was done and insurance was included twice, payment refund issued\n\tIncorrect payment again, refund issued\n\tIncorrect payment for third time (post hurricane), refund issued\n\tHurricane Ian  called to make insurance claim with home owners insurance, informed there was no payment made so insurance lapsed in XXXX\no\tEscrow account reflects homeowners insurance premium payments, payments never received by XXXX XXXX (multiple letters and notices sent to mortgage company during this time)\no\tSpent 5 weeks trying to connect with someone that would help me, no calls returned, no resolution\n\tEmail sent to XXXX XXXX, owner of mortgage company  XXXX  instructed XXXX  to take over\n\tRequest to have policy equal to (same coverage/cost) original homeowners policy  request met with Hazard policy that only covers building, higher cost, Click N Close only payee on policy (received subsequent email that they would cover any damage that would have fallen under original policy but that they could not issue it in a policy)\n\t4 months post hurricane, no equitable solution identified  suggested that Click N Close pay for damages directly and then take it up with their own liability insurance. \n\tDeferral requested and issued (3 months payments moved to end of mortgage)\n\tContinued receipt of late payment notices, told to ignore\n\tReceipt of hand delivered late payment notification - Called and was told I was on a forbearance, not a deferral, that 4 payments would come due on XXXX. \no\tRequest for call recording regarding deferral  not received to date\no\tClick n Close insists on forbearance, not deferral  will not make right\n\tI have obtained a recording of the call with Click n Close where the deferral was agreed upon\no\tTold that now that forbearance has been processed, can apply for formal deferral, will be approved\no\tLast week of XXXX, notified that deferral was not approved due to damage to home during hurricane  must repair damages before deferral can be issued\no\tUpon suggestion from Click n Close, extended forbearance so that repairs could be made and then deferral put in place\no\tFlood insurance check issued with homeowner and click n close listed as payees. Instructed to sign check, send to click n close  per disbursement schedule, they would cash check and send back for repairs to be made. \no\tCheck signed and sent to Click n Close in good faith  upon follow-up, was notified that they would be keeping the funds because account is past due (because of forbearance). \n\tUpon questioning, XXXX supplied a DIFFERENT disbursement schedule from the one received via mail and downloaded from site which states they will keep funds (contradicting original schedule). \n\tSo  Cant get out of forbearance to deferral (which was original agreement, not forbearance) until repairs are made, cant make repairs until flood check is cashed and funds sent back, wont send back funds because account is past due because of forbearance, cant move from forbearance etc, etc, etcstuck in a loop. \n\tConfirmation from XXXX XXXX on XXXX XXXX XXXX that I will have ongoing coverage equal to the coverage of the your insurance policy on your home until all necessary work has been completed\no\tWhen asked for a copy of the above policy, none was provided\no\tAfter multiple requests, a copy of the hazard policy was sent\n\tXXXX XXXX XXXX - New party assumes relationship from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX)\nXXXX XXXX provides copy of deferral conversation recording. Recording validates my claim regarding deferral and not forbearance. \no\tIn response to above finding, email was sent to XXXX  requesting a fair resolution ASAP: \n\tThe beginning of Fair Resolution (this list is not exhaustive and may continue to grow as more information is revealed): \n\tClick n Close should pay me outright for my damages from the hurricane and then leverage their own liability insurance on the back-end due to their error. No coverage was on my house at the time of the hurricane, this is due 100% to their negligence. \n\tClick n Close needs to provide me with a full coverage homeowners policy naming me, XXXX XXXX, as the payee immediately. Policy should match the policy that I had in place for the same cost. \n\tClick n Close should be responsible for helping me to secure long term homeowners insurance once the repairs to my home are complete, again matching original policy. Should a similar policy/cost not be available, Click n Close should, for a period of time, be responsible for the difference in cost. \n\tClick n Close needs to be held to the deferral agreement that was made over the phone post hurricane Ian (recording of call is available and clearly states that I requested a deferral). 6 payments should be shifted to the end of my mortgage, I will begin making regular payments again on XXXX. \n\tI refuse to work with Click n Close anymore and insist that my mortgage be moved to a more reputable company. I have a relatively low interest rate on my home, Click n Close should pay me outright for the difference in cost of my current interest rate vs. new interest rate for the lifetime of my loan. \n\tClick n Close needs to immediately release the funds that they are holding from my Flood Insurance to me and no longer needs to monitor the repairs to my home. \n\tAn audit should be done within Click n Close to determine if other homeowners are at risk of the same or similar situation due to negligence. Also, to determine where the funds showing as paid via an escrow account are ending up since it is obviously not always to the intended recipient.\n\tClick n Close should be held liable for XXXX XXXX XXXX XXXX, lost time at work. \n\tIn the event that long term medical issues or additional damages arise in the future as a result of mold/leakage/damages from hurricane, Click n Close should be held financially responsible for those damages. \no\tResponse received from XXXX XXXX contradicting prior confirmations and statements:\nFrom: XXXX XXXX  \nSent: XXXX XXXX XXXX XXXX XXXX XXXX\nTo: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   After providing you with a copy of the insurance declaration and the recording of a previous telephone call with a Click n Close agent, you responded by asking that you be named as the insured.  Please note, the insurance is a force placed policy.  Because it was acquired by Click n Close, then Click n Close is rightfully the insured.  We did contact XXXX  to explore the possibility of a policy addendum that might alleviate some of your concern of either lacking or losing coverage.  During a meeting with XXXX  to discuss your situation, however, a few things came to light:\n \n1)\tDuring an investigation of the property post-storm, the claims adjuster noted that the only damage found was for external wind damage.  Specifically, the adjuster reported wind damage to roof tiles, window shutters, screens, and an\nexterior light. The interior inspection did not find evidence of any storm related damage. There were no damages to the insured individual unit.\n2)\tThereafter, you were sent correspondence requesting a copy of your Covenants, Conditions, and Restrictions XXXXCC&Rs) for coverage review of any items the association does not cover.  \n3)\tTo date, you have not supplied the documentation necessary to move forward.\n \nWe are happy to expedite delivery of this information on your behalf so XXXX can proceed with consideration of a claim.  Please provide at your earliest opportunity.\n Further, as was previously explained (and what you observed in listening to the recorded phone call), your loan was placed in forbearance.  As such, and unless other interim amounts have been tendered, your payment would not go toward the XXXX XXXX payment.  I have asked customer service to provide you with updated figures so you have a clear understanding of what amounts are outstanding.  \n Please let me know if you have any questions upon review of the updated figures.  In the interim, I will anticipate receipt of your CC&Rs. \n Thank you.\n\tWith regard to points XXXX: the claims adjuster came out before the entirety of the issue with the insurance was revealed. At this point in time, I was made to believe that they would be covering my house with the same level of coverage provided by my original insurance company. It came to light after the fact that a sub-par hazard policy with XXXX  as the payee was actually what they were putting on the house. This is not acceptable to me and the reason that I have not proceeded further with the claim. I do not want to give the impression that I accept this policy. \n\tAlso, the adjuster never went into the roof to check for mold/other damages and it would be reasonable to believe that any damages observed immediately after the hurricane have likely gotten worse during the 6 month delay. \n\tReceived amount due on account which included 4 inspection fees. Inspection documents contain falsified information. \no\tAny information in these documents stating that the exterior or interior of my house was inspected are false, per their own notes in the document. They state that no access was granted, then state that the inspection was completed without issue. They state that they looked in my windows and saw window coverings, interior furniture, personal items, appliances, yet all pictures provided are of the guard station, there are none provided of my house. The document then goes on to confirm again in the additional comments section that access was not granted. \n\tAdditional errors: The property is under HOA, however the inspection notes otherwise. The document states that my roof is asphalt shingle, it is tile. It reflects the market value of my home as XXXX, it is XXXX. In addition, my flood insurance check was not even received by you until XXXX, so I certainly do not trust the validity that an inspection was even attempted in December. It reflects no exterior work needed and per your very own email, the adjuster reported wind damage to roof tiles, window shutters, screens, and an exterior light...\n\tI did receive calls from customer service to schedule inspections, to which I replied that they should halt any inspection activity due to the unresolved issues with my case and the fact that it was not clear to me how things would be proceeding (no inspections were ever scheduled). \n\nCurrent Status: \nBACK TO THE START, no advancement in over 6 months. Now dealing with Lawyer who is back tracking on any progress made.\n\tStill no resolution to homeowners insurance policy. Need roof replacement and other damages repaired  unable to do so. \n\tI should not be held to the limits and stipulations associated with a hazard policy given Click n Closes negligence. \n\tHouse is currently only covered by hazard policy which is not equitable to policy held  should another disaster occur before repairs can be made and a different policy put into place, I am left with less than acceptable insurance. \n\tWill likely be unable to secure a full coverage insurance policy in the future due to negligence of Click N Close. Suggested that it is their responsibility to find me equitable insurance and put that in place (cost/coverage match  Click N close not listed as Payee due to dishonesty, negligence, overall lack of reputability). \n\tCurrently living in a house with mold growing in cupboards and potentially walls/furniture  unable to repair, detrimental to health. \n\tI refuse to remain with this mortgage company once these issues are settled, however, if I switch to a new bank, I will lose the current interest rate that I have. \n\tClick n Close has noted the forbearance on me credit report inflicting further damage.\nI have consulted with a lawyer and have been told that it would not benefit me to engage with a lawyer because I have real damages that will need to be paid for. It will put me at a disadvantage to have to pay for a lawyer out of any settlement  this would leave me with less funds than required for repairs (if I were suing an insurance company, the situation would be different, and the insurance company would have to pay for legal fees). \n\nEmail sent to XXXX XXXX (XXXX)\nHello XXXX, \nMy name is XXXX XXXX and I currently hold a mortgage with Click n Close (account: XXXX). I was impacted by hurricane Ian 3 weeks ago and sustained damage to both the inside and outside of my home (flooding, wind damage, etc..). My house is within XXXX XXXX of the XXXX XXXX XXXX and XXXX XXXX XXXX, my area was a direct hit. Following the hurricane, I called my insurance company to file a claim and was informed that they do not have a policy for me, that they had never received payment from my mortgage company/escrow, so they let my policy lapse back in XXXX. Understandably, I was shocked and immediately overcome with panic. I have seen what appears to be the payments coming out of my escrow account the whole time. My insurance agent forwarded me emails from them, requesting payment, with copies of the policy documents. After spending hours on the phone per day for the remainder of that week, going in a customer service circle, I finally was able to get someone on the phone that sounded like they would be able to help me. Since that time, I have not received one single call back regarding this. I have called and called, spent more hours on the phone being transferred from this person to that person and then back to the first person, I have requested call backs, I have requested to be escalated, I have begged for someone to just please help me  and here I am, three weeks later with mold growing in my walls, unable to submit a claim to FEMA because I have to be able to identify my insurance company on the claim, very late to the game with hiring contractors (which means I will need to sit with this for weeks/months before I will be able to get someone here to do the work), mentally and physically exhausted from the clean-up, traumatized by what Ive seen from the hurricane, waking up with panic attacks in my sleep, and absolutely no further along than I was 3 weeks ago.\nI want to call out, I had a similar issue with my flood insurance back in XXXX (Click N Close didnt pay the premium and it had lapsed), luckily, we caught that, and we were able to have a check sent immediately and they were able to back-date the policy so I had no lapse in coverage. At that time, I asked if everything was all set with my homeowners policy and was told that it was. \nI was told that a forced policy would be put on my house, but that it would be the minimum coverage  this is unacceptable to me. Attached is the policy that I should have had on my home, I demand that the coverage I receive matches this. In addition, the insurance pay out checks need to go directly to me  in no way, based on my recent experience, do I believe Click N Close (with whomever their insurance company and whomever the escrow company is) is competent or responsive enough to make payments to my vendors in a reasonable manner (timely, correctly, etc..). This is my home and my life  I know that sounds histrionic, but my Mother was diagnosed with a XXXX XXXX XXXX not long ago which originated from XXXX XXXX, she has since had a XXXX XXXX XXXX  I take this very seriously. \nI also want to add that in XXXX I noticed that my mortgage payment (automate draft) had increased significantly. I called to speak with someone about that and was told that it was because they reassessed my escrow and my insurance premiums had changed. I asked to see the documentation, and upon reviewing, saw that my insurance was being counted twice! So, not only was it not being paid, but I was also being billed for it twice. At that time, they said that they would send a check to reimburse the difference and that it would be corrected going forward. Surprisingly, the payments were still incorrect for my next few drafts. In addition to all of that, my drafts were put on a deferral/forbearance due to the hurricane for 3 months. Surprisingly, a payment was still drafted out of my account last week, the automatic draft never got updated when the deferral was activated. As it stands today, I have spent (again) hours on the phone to get this resolved and have been reimbursed for all but the very first one, I am still owed for that incorrect draft. \nI know I am going ALL THE WAY up the chain by reaching out to you directly, I feel like I have no other choice, no one is helping me, no one will escalate my case, I have no visibility into what is going on  I need someone to fix this now. Secondary to all of this, you should know that the customer experience has been awful. I work for XXXX, in the customer experience world  managing change to ultimately ensure that our customers have the best experience possible, I know that this feedback would be impactful to our leadership team, I hope it is to you as well.\nI thank you in advance for your time and consideration  \nXXXX XXXX\nSecond Email sent to XXXX XXXX XXXX:\nXXXX XXXX, \nYou may remember that we communicated back in XXXX after my home was impacted by Hurricane Ian; as a reminder, upon calling my insurance company, I was notified that my policy had lapsed some months ago due to Click n Closes negligence in their fiduciary duty to pay my homeowners insurance premium out of my escrow account. I want to make you aware that, at nearly 5 months after the hurricane, there has been no equitable resolution to this issue  as a matter of fact, the issues continue to pile up. I am being met with dishonesty and proposals for resolution that are not acceptable. I have been more than willing to work with Click n Close to come to an agreeable path forward, but that does not seem to be happening as I am being met with one bait and switch issue after another and with proposed resolutions that benefit Click n Close while leaving me at a significant disadvantage. I should not have to be held to a hazard policy (with Click n Close listed as the only payee) with its stipulations, and limits. The fact is that there was no policy on my house at the time of the hurricane due to Click n Closes negligence. Due to a lack of reasonable action, I insist that Click n Close is liable for the repairs due to the negligence in paying my policy premium, should pay me out in full based on estimates, and then leverage your own insurance to recoup on your loss. I would also suggest that Click n Close is responsible for finding me a full insurance policy that matches the policy that I held and at the same rate (or less). Finding insurance in Florida after the storm will be nearly impossible and it is absolutely Click n Closes negligence that has put me in this position. I will not be able to find equitably insurance, especially not if I am put on a hazard policy to make a claim. I am very concerned that, at this time, there is only hazard insurance covering my house  again, this puts me at a significant level of risk should any other issues arise, which may require insurance intervention. I have also been unable to begin repairs to my home since the hurricane due to this ridiculous situation that I have been put in. I am left living in a home with mold growing in my cupboards, floors, and walls and have been sick for months. \nI am disgusted with how this issue is being handled. I have continued to act in good faith and have been met with dishonesty, incompetence, and a blanket disregard for your fiduciary duty as the holders of my mortgage/managers of my escrow. I have absolutely zero trust that your company will do the right thing at this point due to my dealings to date. I would like to schedule a call with you so that we can discuss an acceptable path forward. If we are unable to come to a path forward, I will proceed with additional action, that is not the route that I want to go, but it is becoming clear to me that I am being left with little choice. \nThank you for your time, consideration, and prompt response. \nXXXX XXXX XXXX sent to FL Insurance Commissioner: \nI have been left in a unique situation after Hurricane Ian that I have been trying to resolve for months now but cannot seem to come to an agreement on. I am a homeowner in FL, my mortgage company Click N Close (formerly XXXX XXXX) is supposed to pay my insurance premium from my escrow account. Upon being hit by Hurricane Ian, I called my insurance company and was told that I do not have an active policy, that it had lapsed due to non-payment. The payments appeared to have been coming out of my escrow account and were just never reaching the insurance company. The insurance company sent them multiple requests for payment, only to receive no response. Important to note, this same issue occurred with my Flood insurance earlier in the year, I caught that at the time and was able to resolve the issue right away; at that time I also asked for confirmation that there were no issues with my other policies. Unfortunately, in the case of the homeowners insurance, it had been too long since the lapse in coverage and the insurance company was not willing to reinstate the policy. \nThe mortgage company has admitted fault in this matter (after I had to reach out directly to the owner of the mortgage company, I had been stuck in a customer service loop for over a month). The owner put me in touch with someone in the escrow department. Their resolution offer is to back date a hazard policy on my house and to use that to cover any damages. Of course, this policy does not cover what my original policy covered and lists them as the only payee of the policy. The did provide an email to the effect that any additional damages, hurricane related, they would pay for outside of the policy. Ultimately, I am not OK with this resolution. As it stands, I currently have less than acceptable coverage of my property (hazard only) because I cannot get a new policy with the outstanding hurricane damage being in a state of disrepair. I do not want to make a hazard policy claim as that will negatively impact me and I believe cause me to not be able to find affordable coverage in the future. I also believe that it will be nearly impossible for me to get the same level of coverage that I had at the same cost due to this lapse in coverage and potentially having to make a hazard claim. \nI have spoken with a lawyer and understand that suing my mortgage company would not be the best path to go as I have real damages that need to be paid for, even if I were to win, I would end up at a deficit because I would have to pay the lawyer myself. \nI really do not know what to do  there is MUCH more to this story (multiple other mistakes made by the mortgage company) and I have documentation of everything. I know you arent the mortgage commissioner, but I need help to secure adequate coverage on my property immediately and I believe it should be at the cost of my mortgage company (I also think they should have to pay for my repairs out of pocket and then take it up with their own liability insurance to recoup their costs).\nAny direction would be much appreciated  Im desperate to begin making the needed repairs on my home before we start the rainy/hurricane seasons again. \n\n3rd Email sent to XXXX XXXX XXXX XXXX, \nYou should be aware of the practices that your team are leveraging as it relates to your clients. I have been met with contradictions and dishonesty at every single turn. This is disgusting, especially given the complete mess that Click n Close has caused me due to negligence in fiduciary duties. We are currently nearing 6 months post Hurricane Ian and still have no resolution to the below:\nI am requesting your assistance to resolve the below issues immediately (NOTE: all email interactions are included in the body of this email should you wish to review in context):\n\tHomeowners Insurance Policy (I currently do not have a policy on my home due to Click n Closes negligence, should there be a catastrophe, I lose everything that I own):\no\tPer XXXX  on XXXX XXXX: I personally contacted the insurer and received confirmation that you will have ongoing coverage equal to the coverage of your insurance policy on your home until all necessary work has been completed.  Please note, you will need to procure another insurance policy for your home immediately following completion. \n\tUpon receipt of the above, I requested a copy of the declarations page that reflects me listed as the payee on it (as I was with my original insurance coverage that you are matching). I have yet to receive a copy of the insurance policy, I do not understand the delay if the policy is real and in place. \n\tDisbursement of flood insurance:\no\tI was mailed a disbursement letter that had very different language from what I am being held to regarding the release of my funds (attached you will find the disbursement schedule that was originally sent to me vs. the schedule that XXXX sent to me after keeping my funds). Per XXXX, my account is in default due to the forbearance; also, per XXXX (see screenshot below), my account is not in default because I have a forbearance in place. The letter that was sent to me was sent while the forbearance was already in place, so there is no excuse as to why the letter that I received would not be the disbursement schedule that I am being held to (Per the Disbursement Schedule and Procedure that was sent to me, upon receipt of the required documents, Click n Close will deposit the claim check and send me a check for XXXX XXXX of the total claim funds, or the claim funds minus my unpaid principal balance  whichever is greater). Given that the check was for less than XXXX, I insist the entire amount to be cashed and sent back payable to me ASAP based on the language in your Disbursement Schedule and Procedure. \n\tDeferral vs. Forbearance:\no\tI insist upon reviewing the recording of the call where the deferral (forbearance) was agreed upon. I hold fast that a deferral is what was agreed upon, and if this is the case, Click n Close should stand by that. If I did agree to a forbearance, then we will move forward from there. \n\tTo date, I have received zero response to my multiple requests to review the call. Review of this call will definitively settle this matter. \n\tAccount Status:\no\tThe forbearance (again, in dispute) period on my loan ends on XXXX XXXX  I need to know how to proceed based on XXXX cryptic email below. \n\tMy initial request (in response to XXXX  note that they were keeping my flood funds due to my account being in default, which, to be clear, I am disputing per the above): I would like confirmation that if I bring my house payments current and out of the forbearance (that should have been a deferral), that the remainder of the funds for my flood insurance will be released to me. I certainly do not want to assume, given the bait and switch with the disbursement schedule letters.","date_sent_to_company":"2023-04-07T01:14:39.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"33908","tags":null,"has_narrative":true,"complaint_id":"6802859","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Click n' Close, Inc.","date_received":"2023-04-07T00:36:10.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Instructed to sign check, send to click n <em>close</em>  per disbursement schedule, they would cash check and send back for repairs to be made. \no\tCheck signed and sent to Click n <em>Close</em> in good <em>faith</em>  upon follow-up, was notified that they would be keeping the funds because account is past due (because of forbearance)."],"company":["Click n' <em>Close</em>, Inc."]},"sort":[9.433102,"6802859"]},{"_index":"complaint-public-v1","_id":"5668842","_score":8.683754,"_source":{"product":"Student loan","complaint_what_happened":"When I found out about the public forgiveness loan, I reached out to refinance my loans to ensure that I qualified for the program. When I applied for refinance, I was told I was going into the right program although, they didn't know all the details but assured me what I was doing was correct. So I refinanced my loans and my service provider ended up being EdFinancial Services. I remember being excited and nervous about the same time, since the loan provider said they \" thought '' I was doing everything right. I always told the loan provider that I am coming to you to qualify for the PSFL, so please ensure that I do everything correct. This is where the problem started. After trying to work it out with XXXX, they gave me many run arounds and said ultimately it was MY decision to choose which loan to go to and that they couldn't advise me to ensure I was in the correct loan. XXXX gladly accepted my refinance, but didn't assure that I was in the right loan, given all options before putting me in forbearance or any kind of deferrant program. I remember at XXXX time, they told me not to worry, we will take care of you and ensure that you are taken care of. I believe now \" taken care of '' was assuring that my loans were just in a government protected program to ensure I only received the government benefits. XXXX didn't advise me to the correct payment plans. XXXX did not give me all my options to ensure I always qualified for the program. When I tried to work with the ombudsman and XXXX they gave me the run around and blamed all of it on me. I thought and believed what they where advising me and telling me what I needed to do would all Qualify for the public forgiveness loan program. When I found out XXXX was charged for doing this to others, I knew I needed to take action. They now post when you sign in about the PSFL temporary program, it's almost as the government has told them to make it right, but XXXX XXXX has not made it right for me. I have made payments for many years to see that my accrued interest has outpaced my actual principal when I graduated in XXXX. It almost sickens me to believe XXXX had my best interest. Needless, they where just another bank wanting to make income on another student. They advised me wrong, XXXX XXXX just did not do well. I'm glad that the government has charged them, but it's not enough for the wrong doing they have caused me or other students. When I reached out to them when I was getting close to my XXXX year at the XXXX XXXX XXXX, EdFinancial couldn't even give me an estimate of how much time I would have left to pay. The thought I would only have about 2 years of accreditation, maybe... Although they were not sure. I will remind you that I refinanced and took my trust into this company to ensure I was doing everything right, although they want to blame ME. I feel Ed Financial is taking advantage of their students that they tell are enrolled in the program but greatly misled them as well.\n\nWhen the student loan issues start to become a big deal, is when I reached out to the ombudsman department for help with Ed Financial. Sadly, not even that department was much help. It seemed like it was un trained staff that was unfamilar with the process who was actually on the side of the student loan provider instead of being someone in the middle to ensure everything was taken care of. Even to this XXXX, XX/XX/XXXX. Ed Financial can't explain the interest that I paid in XXXX that they apparently had on record. In XXXX, I believe the student loans were all in the national forbearance. Yet, they told me that I could claim it ... or disregard using the interest on my tax forms!!! This is another violation I feel Ed Financial has. How does someone pay any interest on a loan, when no payments were required. The ombudsman 's never even cared to respond to me. Ed Financial is a shame to student loan borrowers. They have greatly misled students with myself included. For the longest time, I felt - lets change it for the next generation, the students who are going to school now... Although when I did my last certification with ed fin. they tried once again to put me on something that wouldn't even count against the income based. Ed Financial even had the audacity to tell me since they had me switch income based plan that I was set to restart my XXXX years of repayment. This is after the entire time that they then decided to dump another XXXX XXXX on my loan as \" capital '' interest. They said that they could charge \" capital '' interest even though there is a XXXX percent interest being charged. Ed Financial knew they were taken advantage or me or knew their staff were not properly trained to handle these cases yet they took the loans gladly to ensure they got all that interest payment. I am requesting the CFPB to investigate Ed Fin even further than they have, because I bet there are more student loan borrows that have been affected by me. When you hear after working XXXX or so years at XXXX place and almost 9 years at another that you only have less than 2 years... you get discourage. At the time I was working in XXXX in the most at-risk neighborhoods... I've been shot at, I've been in cross fire, I seen students die of gain related issues all while I was trying to make a difference. It came to a time, that I lost faith in Ed Financial and had to worry about myself, my life, my opportunity in the hands of myself to ensure I would live the next day. Ed Financial was only doing the same to ensure they could collect interest and hope... hope that I die with my student loans. Finally, Ed Financial would not provide majority of this information in \" writing '' they wanted to call and discuss these matters than having a paper/email copy.","date_sent_to_company":"2022-06-15T00:00:04.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"50315","tags":null,"has_narrative":true,"complaint_id":"5668842","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EdFinancial Services","date_received":"2022-06-14T23:20:38.000Z","state":"IA","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["When I reached out to them when I was getting <em>close</em> to my XXXX year at the XXXX XXXX XXXX, EdFinancial couldn't even give me an <em>estimate</em> of how much time I would have left to pay. The thought I would only have about 2 years of accreditation, maybe... Although they were not sure. I will remind you that I refinanced and took my trust into this company to ensure I was doing everything right, although they want to blame ME."]},"sort":[8.683754,"5668842"]},{"_index":"complaint-public-v1","_id":"7363144","_score":8.211304,"_source":{"product":"Mortgage","complaint_what_happened":"Attention : CFPB For almost 24 years I have had the pleasure of serving as a XXXX XXXX XXXX XXXX operating under the umbrella of integrity and upholding the law. I have given my best to this city and put my utmost faith into the city. I have faithfully paid my taxes on time, and was living the ultimate American dream of homeownership for many years, experiencing not a single issue. To my dismay, in return I have been met with inexplicable struggles with my mortgage on the same property with multiple lenders and servicing companies. My original mortgage started off with XXXX  XXXX XXXX. I had some financial difficulties in XXXX that ultimately led to XXXX  XXXX XXXX starting the foreclosure process on my home. During this time, I was doing everything that I could to save my home. I had previously applied for a loan modification after being directed by senior leadership at XXXX  XXXX XXXX to not make my payment, which would increase my chances of being eligible for a loan modification. My original modification was denied even after following the advice given by the managers at XXXX XXXX XXXX. I did not receive details nor an explanation as to why my request was denied. Several months later XXXX  XXXX XXXX began the foreclosure process. Once the foreclosure process started I applied for a loan modification with XXXX XXXX XXXX again around XX/XX/XXXX. I never received any response, nor answer to my last modification request. I was only informed that the foreclosure process was stopped in XX/XX/XXXX. \n\nAdditionally, my life was turned completely upside down in XX/XX/XXXX, when I had a fire at my home and I lost everything that I owned. The house was completely destroyed in the fire as well. During this time I was forced to move in with relatives and to bounce around house to house to keep a roof over my head. I was already having financial difficulties due to helping my elderly parents. My family was still grieving the loss of my step father during this time. This was an incredibly difficult time for my family and I.I did the best that I could to work and to focus on stopping the foreclosure process so that I could rebuild and return normalcy to my life. I knew my home was covered with the home insurance that I was paying and that would be the path I could take to rebuilding my home. I struggled to get any information from XXXX  XXXX XXXX as to the status of the foreclosure. Despite everything I remained steadfast on rebuilding the home and on getting myself back together. It wasn't until XX/XX/XXXX that I was told the foreclosure process had been stopped by XXXX XXXXXXXX XXXX. I began inquiring about a loan modification and continued to pour every cent I received from the insurance company back into rebuilding the home. I wasn't ever able to get anywhere with the loan modification requests with XXXX  XXXX XXXX, nor was I able to live in the home at all. The process of rebuilding was also a very slow process with XXXX  XXXX XXXX. My insurance company thought I would be displaced for a short time, but this turned out to be the start of a nightmare that I could never imagine. \n\nI received communication in early XXXX that my mortgage was sold to XXXX Mortgage. I continued to rebuild the home. The insurance money that I received to replace my personal belongings such as clothing and furniture, I used 95 % of the reimbursement to rebuild my home. I wanted nothing more than to restore order to my life. My career depends on order and structure and since XXXX I have had nothing close to that. Once my mortgage was moved to XXXX, I tried everything I could to connect with this company to show them what my life once was and what it had become after the fire in XX/XX/XXXX. I tried many times for a restart on my mortgage. I informed XXXX that I could withdraw some monies from my XXXX pension. I offered to use this money as a down payment on a loan modification agreement. I just desperately wanted to get back on track. I continued to rebuild the house without any idea on what I was going to be able or allowed to do with the mortgage. XXXX advised that once the house was finished and a value could be placed on the home, they would figure out a path to move forward. So I kept working on the home and tried to be patient with the mortgage details. Meanwhile I was also living frugally and following a tight budget as best as I could given my circumstances. \n\nMy home was finished with the rebuild in late XXXX. In XXXX XXXX started the foreclosure process again. This seems like an ill-timed, one sided decision that was solely for their benefit. My home was an older home prior to the fire. As a matter of fact, it was the faulty and old wiring that caused the fire in XXXX. However, the home that XXXX started the foreclosure process on, was the fully rebuilt home with everything brand new. As mentioned the majority of the insurance money for the home structure and reimbursement of my personal belongings, was put back into the home. All the while I was still displaced and living with my mother. \n\nOnce again my mortgage was sold by XXXX to Selene Finance in the later part of XXXX/early XXXX. Besides still not being able to live in my home and the worry of losing my home, my concern was what the loan balance, the amount that was considered delinquent, what my payment would be, and the new value of the home etc. Once Selene acquired the loan, I began to ask all of these questions. At the start of this situation with XXXX XXXX XXXX my balance was around $ XXXX. Once Selene Finance received my loan they informed me that my balance was actually more than double the amount of what I knew my balance to be. In XXXX Selene estimated the value of my home to be around $ XXXX and they were saying I owed almost the same amount on the mortgage. I asked repeatedly to see the itemization of all fees, interest amount due, as well as the principal balance. I did not receive this information. \n\nFurther, the Selene Finance representatives advised me to apply for a loan modification. As I have done in the past, I took their advice and applied for the loan modification. This time I received approval for the loan modification. However, the problem was the loan balance that Selene came up with was going to make the new loan payment {$5500.00} per month. I submitted a rebuttal to the approved loan modification as it wasn't possible for me to be able to pay {$5500.00} per month, and it was not clear how the balance was determined. Again, I say it was ironic to hear I now owed the same amount as the value of the home. Selene Finance would not lower the amount of the mortgage payment under the loan modification and they moved in the direction of restarting the foreclosure process again. \n\nI felt like none of the options were beneficial to me. Since XXXX I have been desperately working to save my home. I had not been able, nor was I allowed to occupy the home since the fire in XXXX. I poured the insurance money back into the home as previously stated. In addition, I also put the bulk of my income into the home. I decided to sell my home because it seemed to be a losing battle for me in every instance. At this time Selene Finance listed the amount of interest owed on my loan as $ XXXX. Supposedly this amount accumulated over the years due to several delays at no fault of my own. Selene had my loan for less than a year, but felt they were entitled to collect $ XXXX of interest on my loan. I wasn't in agreement with paying Selene $ XXXX in interest, so I got an attorney to assist me with this. I am a man of my word and have no problem paying for the debts that I truly owe, but to have to pay $ XXXX to Selene Finance when they had the loan for a very short time, didn't seem fair nor ethical. In XX/XX/XXXX my attorney submitted the request to a referee who determined the $ XXXX was excessive and not my true debt. The referee ruled in my favor. Based on this decision I placed my home on the market. \n\nIn between the time I was able to get my home under contract with buyer and the home sold, Selene Finance fought the ruling from the referee. Selene was able to get an independent referee to side in their favor. I sold my home in XX/XX/XXXX and had to pay Selene {$180000.00} in interest. It took longer than expected to find a buyer for home, so I felt like I had no choice but to sell the house as I did not have an infinite amount of time to complete the sell of the home. This is why I am submitting this complaint today. I am still trying to rebuild my life and restore order. I netted approximately $ XXXX from the sell of my home. The sales price of my home was $ XXXX and per previous loan documentation, the balance of my loan was approximately $ XXXX. As I previously stated I lost everything I had in the fire and never was I able to live in my home since XXXX. I owned this home for a decade before having the issues that are referenced in this complaint. I have spent over 23 years serving XXXX XXXX  XXXX, but I have had nothing but chaos, heartache, and endured severe losses while attempting to work with XXXX  XXXX XXXX, XXXX XXXX and Selene Finance. I am asking this body for help in recovering the {$180000.00} that I was forced to pay Selene Finance. I am asking this body to help me restore order to my life. My family has helped me since my fire, almost a decade ago. My mother is advancing in age and her health is not as great as it used to be due to the assistance she had to provide to me along with all of the worry and strife. This entire situation has impacted me and my household, as well as my mother and her household. I thank you in advance for any assistance or guidance you are able to provide me. I sincerely hope to work toward a resolution to this unethical situation. \n\nSincerely, XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX","date_sent_to_company":"2023-08-07T07:55:50.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"114XX","tags":null,"has_narrative":true,"complaint_id":"7363144","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2023-08-07T07:46:38.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have given my <em>best</em> to this city and put my utmost <em>faith</em> into the city. I have faithfully paid my taxes on time, and was living the ultimate American dream of homeownership for many years, experiencing not a single issue. To my dismay, in return I have been met with inexplicable struggles with my mortgage on the same property with multiple lenders and servicing companies. My original mortgage started off with XXXX  XXXX XXXX."],"issue":["<em>Closing</em> on a mortgage"]},"sort":[8.211304,"7363144"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":35,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":35}]}},"product":{"doc_count":35,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":24,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":17},{"key":"FHA mortgage","doc_count":2},{"key":"Other type of mortgage","doc_count":2},{"key":"Conventional fixed mortgage","doc_count":1},{"key":"Other mortgage","doc_count":1},{"key":"VA mortgage","doc_count":1}]}},{"key":"Debt collection","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Telecommunications 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