{"took":611,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":915,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2860944","_score":27.952827,"_source":{"product":"Mortgage","complaint_what_happened":"Note that this complaint is actually about the loan servicer XXXX XXXX ( XXXX XXXX XXXX XXXX : XXXX XXXX XXXX, XXXX, NJ XXXX ) which is servicing the Loan for SecutiryNational Mortgage Company. \n\nI was on a federal declared disaster area forbearance plan related to Hurricane Harvey for 5 XXXX XXXX loans. These loans did not originally have escrow accounts and have never had an escrow account associated with them. I have records to prove that the insurance, taxes and HOA fees have always been paid on time. When we started the trial period there was no mention of adding an escrow account to the loans. In addition, the trial period payments did not include funds for escrow. Escrow accounts were then added to the loan at some point during the trial period without any notification. I have since brought all loans current and requested that the escrow accounts be removed from the mortgage accounts. XXXX XXXX owns the loans and requires that the borrower be notified during the trial period that an escrow account will be added and that the escrow amount be included in the trial payments. XXXX violated XXXX XXXX   rules in servicing these loans by not notifying the borrower and by not adding the escrow amounts to the trial period payments. I have also contacted XXXX XXXX and they confirmed the violation and they are starting a claim with XXXX regarding these loans. Despite several phone calls and sending in the required documents XXXX is continuing to add escrow requirements to the loans.","date_sent_to_company":"2018-04-01T16:52:45.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"77494","tags":null,"has_narrative":true,"complaint_id":"2860944","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Security National Financial Corp","date_received":"2018-04-01T16:30:57.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Note that this <em>complaint</em> is actually <em>about</em> the <em>loan</em> <em>servicer</em> XXXX XXXX ( XXXX XXXX XXXX XXXX : XXXX XXXX XXXX, XXXX, NJ XXXX ) which is <em>servicing</em> the <em>Loan</em> for SecutiryNational <em>Mortgage</em> Company. \n\nI was on a federal declared disaster area forbearance plan related to Hurricane Harvey for 5 XXXX XXXX <em>loans</em>. These <em>loans</em> did not originally have <em>escrow</em> <em>accounts</em> and have never had an <em>escrow</em> <em>account</em> associated with them."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[27.952827,"2860944"]},{"_index":"complaint-public-v1","_id":"14440329","_score":27.61284,"_source":{"product":"Mortgage","complaint_what_happened":"I am experiencing ongoing issues with my LoanCare-serviced mortgage regarding payment processing and escrow accounting. Payments made on XX/XX/XXXX and XX/XX/XXXX were reversed or only partially applied, resulting in unapplied funds and confusion about my principal and escrow balances. Additionally, I noticed unexplained escrow disbursements and reversals affecting my account. \n\nI have repeatedly requested clear, detailed explanations of these transactions and confirmation of my current loan status and amount due. However, LoanCare has only provided generic replies, often directing me to call customer service, without resolving the issue. \n\nExpected resolution dates have been extended multiple times ( now to XX/XX/XXXX ) with no clear answers. This situation causes financial uncertainty and stress as I try to keep my loan current and avoid default. \n\nI seek a written, detailed accounting of my payments, escrow activity, and confirmation of what is owed to properly manage my mortgage. \n\nAttached are the XX/XX/year> mortgage statement and a recent screenshot of my online account showing payment history and escrow balances. Please review these documents as part of my complaint.","date_sent_to_company":"2025-07-03T21:33:18.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"923XX","tags":null,"has_narrative":true,"complaint_id":"14440329","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2025-07-03T21:18:43.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["I am experiencing ongoing issues with my <em>Loan</em>Care-<em>serviced</em> <em>mortgage</em> regarding <em>payment</em> processing and <em>escrow</em> <em>accounting</em>. <em>Payments</em> made on XX/XX/XXXX and XX/XX/XXXX were reversed or only partially applied, resulting in unapplied funds and confusion <em>about</em> my principal and <em>escrow</em> balances. Additionally, I noticed unexplained <em>escrow</em> disbursements and reversals affecting my <em>account</em>."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["<em>Loan</em>Care, LLC"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["Trying to communicate with the company to fix an issue while managing or <em>servicing</em> your <em>loan</em>"]},"sort":[27.61284,"14440329"]},{"_index":"complaint-public-v1","_id":"5978952","_score":27.24101,"_source":{"product":"Mortgage","complaint_what_happened":"PenFed became the servicer on our mortgage in XXXX. Since that time, our loan was established with an Escrow account. They have never paid our Homeowner 's insurance yearly premiums or our Flood insurance yearly premiums. They have paid only 1 of the tax payments due on our property. I have been paying these premiums. They also require that my husband and myself set up individual accounts with their credit union. We are not interested in banking with this credit union so have not funded these accounts. \n\nI have spoken with their Escrow Dept. many times in order to tell them about the insurance and taxes not being paid. I have also conveyed to them that I paid these accounts and for them to update their system and reflect same on our mortgage loan. \n\nIn XXXX, XXXX after repeated attempts to get them to comply, I filed a complaint with their Board of Directors. I have been communicating by email and mostly by phone, as they want all conversations recorded. A Senior Mortgage Servicing Loan Care Specialist has been my contact at PenFed since I filed this complaint. \n\nAbout 10 days ago, I was no longer able to access my mortgage loan information online. Penfed says on a pop-up after logging in that I do not have an account with them. This morning I was told that unless I fund the credit union accounts, I will not have access to my mortgage information online. I asked that I go back to receiving paper statements and that Penfed cancel my payments through their automated system and I will handle direct payment to them due on the first of each month. \n\nWhat Penfed is doing is damaging and illegal on many fronts.\n\nI requested that Penfed no longer escrow funds monthly since they are not able to make the insurance and tax premium payments. The loan care specialist is working to have the Escrow account closed and funds remitted to us.\n\nPlease investigate PenFed Credit Union and PenFed mortgage servicing.","date_sent_to_company":"2022-09-13T15:34:06.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"21811","tags":"Older American","has_narrative":true,"complaint_id":"5978952","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"PENTAGON FEDERAL CREDIT UNION","date_received":"2022-09-13T14:23:33.000Z","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":["A Senior <em>Mortgage</em> <em>Servicing</em> <em>Loan</em> Care Specialist has been my contact at PenFed since I filed this <em>complaint</em>. \n\n<em>About</em> 10 days ago, I was no longer able to access my <em>mortgage</em> <em>loan</em> information online. Penfed says on a pop-up after logging in that I do not have an <em>account</em> with them. This morning I was told that unless I fund the credit union <em>accounts</em>, I will not have access to my <em>mortgage</em> information online."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[27.24101,"5978952"]},{"_index":"complaint-public-v1","_id":"20051040","_score":27.157782,"_source":{"product":"Mortgage","complaint_what_happened":"Complaint Regarding Escrow Mismanagement and Improper Force-Placed Insurance I am filing this complaint regarding the servicing of my mortgage loan by United Wholesale Mortgage XXXX I believe my escrow account and homeowner 's insurance were mishandled, resulting in significant financial harm and unnecessary force-placed insurance. \n\nFrom the beginning of my loan, my homeowners insurance policy was established and the premiums were intended to be paid through my escrow account. I was specifically informed that once escrow was established, the mortgage servicer would be responsible for ensuring that my property taxes and homeowners insurance were paid on time. \n\nRecently, I discovered that my homeowners insurance policy had been cancelled because the premium was never paid by the mortgage company. When I contacted my insurance provider, they confirmed that payment had not been received. \n\nHowever, the mortgage company claims they attempted to contact the insurance provider for proof of insurance and did not receive a response. This explanation raises serious concerns. The insurance companys contact information is readily available and the policy had been established from the inception of the loan. Instead of paying the premium through escrow as expected, the servicer claims they attempted to verify coverage but was not able to get a hold of the company. I realized what was happening 5 months later and {$4000.00} into forced-placed insurance with extremely high costs, including a required down payment for over {$1900.00} and a monthly premium of {$640.00}. I was not given a meaningful opportunity to resolve the situation before this costly policy was imposed. \nThe cost of insurance has now increased my mortgage monthly payment over a XXXX dollars per month. Payment that I can not afford. UWM claims this increase will be effective for all of 2026 collecting over XXXX XXXX dollars in escrow, about XXXX folds whats needed to replenish the account. \n\nAdditionally, my escrow account was allowed to reach a negative balance of approximately {$9000.00} at that time, now about XXXX without clear notice or explanation. I only became aware of this issue after reviewing my account, as the mortgage company had not proactively alerted me to the growing escrow deficiency. \n\nI have called them and requested in several ocassions a payment history from the conception of my loan to verify how my account was handled. To the date of this complaint they have not provided this information. \n\nI believe the mortgage servicer failed to properly manage my escrow account and failed to provide adequate notification regarding insurance verification or payment issues. As a borrower who relied on escrow services specifically to avoid situations like this. \n\nI am requesting the following : XXXX. A full investigation into the handling of my escrow account and insurance payments. \nXXXX. Documentation showing all attempts the servicer claims to have made to contact the insurance provider. \nXXXX. Copies of any notices that were allegedly sent to me regarding insurance verification or pending force-placed insurance. \nXXXX. A detailed escrow account history explaining how the account became negative by thousands, information I have already requested. \nXXXX. Removal or reimbursement of force-placed insurance charges if they were improperly applied. \n\nI have several questions : Why was the homeowners insurance premium not paid from the escrow account if funds were being collected for that purpose? \nWhat documented attempts were made to verify the insurance policy before force-placed insurance was applied? \n\nThe company has failed to provide this information after several attempts. All I want is to be able to review the recoreds for myself. The company portal only allows me to go as far as a year ago, I requested the financial records from the start of my loan. \n\nThanks, XXXX XXXX, Homeowner. \n\nCompany : XXXX XXXX XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, FL. XXXX","date_sent_to_company":"2026-03-06T21:21:28.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"02131","tags":null,"has_narrative":true,"complaint_id":"20051040","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"United Shore Financial Services, LLC","date_received":"2026-03-06T21:01:02.000Z","state":"MA","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["<em>Complaint</em> Regarding <em>Escrow</em> Mismanagement and Improper Force-Placed Insurance I am filing this <em>complaint</em> regarding the <em>servicing</em> of my <em>mortgage</em> <em>loan</em> by United Wholesale <em>Mortgage</em> XXXX I believe my <em>escrow</em> <em>account</em> and homeowner 's insurance were mishandled, resulting in significant financial harm and unnecessary force-placed insurance. \n\nFrom the beginning of my <em>loan</em>, my homeowners insurance policy was established and the premiums were intended to be paid through my <em>escrow</em> <em>account</em>."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["United Shore Financial <em>Services</em>, LLC"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[27.157782,"20051040"]},{"_index":"complaint-public-v1","_id":"4483221","_score":27.113295,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX sold my home loan to Fay Servicing in XXXX. I have had several concerns about this company, especially the customer service department. No one seems to know anything about my account. I started making payments to Fay servicing in XX/XX/XXXX. Fay Servicing has reported my loan to be a bankruptcy discharge, when I have proof of filing a reaffirmation and have copies, they refuse to update. My reasons for filing this complaint is about my payments are not applied to my account correctly. We have suffered a lot of financial hardship in this era, and it has become an extra job to keep following up with a customer service department that do not know what to do. My mortgage is set at 1 % and I am being charged more interest than 1 %. In XX/XX/XXXX, Fay Servicing paid the taxes on my home that was past due totaling XXXX and added it to my escrow balance. I have never paid my taxes with my mortgage and had fallen behind on my taxes. On XX/XX/XXXX. I made my regular mortgage payment, and after talking with a rep, by the name of { XXXX ) He advised me to make another mortgage payment along with the escrow balance amount, which came to an amount of XXXX. I made the payment on the XXXX of XXXX in the amount of XXXX and I told them that XXXX was for my escrow and the remaining XXXX toward my mortgage for this month. They didn't do what they said they would do, instead they raised my mortgage up XXXX dollars and didn't apply it to the escrow balance. No one can explain to me where the extra money went to. I need answers, and It's looks like they are stealing money from the payment report.","date_sent_to_company":"2021-06-23T01:45:53.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30168","tags":null,"has_narrative":true,"complaint_id":"4483221","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2021-06-22T23:32:38.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX XXXX sold my home <em>loan</em> to Fay <em>Servicing</em> in XXXX. I have had several concerns <em>about</em> this company, especially the customer <em>service</em> department. No one seems to know anything <em>about</em> my <em>account</em>. I started making <em>payments</em> to Fay <em>servicing</em> in XX/XX/XXXX. Fay <em>Servicing</em> has reported my <em>loan</em> to be a bankruptcy discharge, when I have proof of filing a reaffirmation and have copies, they refuse to update. My reasons for filing this <em>complaint</em> is <em>about</em> my <em>payments</em> are not applied to my <em>account</em> correctly."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["Fay <em>Servicing</em>, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[27.113295,"4483221"]},{"_index":"complaint-public-v1","_id":"18548179","_score":26.875595,"_source":{"product":"Mortgage","complaint_what_happened":"I am requesting assistance regarding my mortgage serviced by Mr. Cooper ( Nationstar Mortgage LLC ) for my property at, with the loan currently owned by Fannie Mae. On XX/XX/year>, I submitted a Qualified Written Request ( XXXX  ) under RESPA seeking a complete loan history, ownership clarification, and servicing records. While Mr. Cooper has provided escrow breakdowns, they have not adequately addressed unresolved issues related to the loans transfer history, including transfers from XXXX XXXX  to XXXX XXXX XXXX and subsequently to XXXX XXXX. I have not received clear documentation explaining how the loan was transferred, who held the note at each stage, or confirmation that the transfers were properly completed. Without this information, I am unable to fully verify the accuracy of my loan servicing. I am requesting CFPB assistance to obtain complete documentation regarding the loan transfers and a clear, consolidated accounting of my mortgage. What Mr. Cooper Did Not Address Complete loan transfer chain documentation They did not provide copies of assignment documents or endorsements showing the full transfer path from XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX \n\nThey merely state that XXXX XXXX  is the current owner, without showing how or when the note was transferred or who held it at each stage. \n\nmortgage Proof of note ownership and endorsements They reference the Note and Mortgage generally but do not include copies of the endorsed note showing a clear chain of title. \n\nThere is no confirmation of whether the note was endorsed in blank or specifically assigned during each transfer. \n\nmortgage Servicing transfer records between prior servicers While they list prior servicer transfer notice and welcome letter as documents reviewed, they do not include those documents or explain discrepancies related to servicing during the transfers. \n\nmortgage XXXX of payment history across servicer changes They provide a transaction history, but they do not reconcile payments made before and after each servicer transfer to confirm nothing was misapplied during transitions. \n\nmortgage Clarification of servicing authority during transfers They do not clearly explain which entity had legal authority to service and collect payments at each transfer point, particularly during the move from XXXX XXXX to Mr. Cooper. \n\nmortgage What Was Addressed ( for balance ) Escrow analysis and escrow disbursements were provided Current loan owner ( XXXX XXXX ) was identified Current servicer responsibilities were outlined This distinction is important because it shows your complaint is not about escrow, but about loan ownership clarity, transfer integrity, and servicing accuracy.","date_sent_to_company":"2026-01-07T22:32:09.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"109XX","tags":null,"has_narrative":true,"complaint_id":"18548179","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2026-01-07T22:09:50.000Z","state":"NY","company_public_response":null,"sub_issue":"Loan sold or transferred to another company"},"highlight":{"complaint_what_happened":["<em>mortgage</em> What Was Addressed ( for balance ) <em>Escrow</em> analysis and <em>escrow</em> disbursements were provided Current <em>loan</em> owner ( XXXX XXXX ) was identified Current <em>servicer</em> responsibilities were outlined This distinction is important because it shows your <em>complaint</em> is not <em>about</em> <em>escrow</em>, but <em>about</em> <em>loan</em> ownership clarity, transfer integrity, and <em>servicing</em> accuracy."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Loan</em> sold or transferred to another company"]},"sort":[26.875595,"18548179"]},{"_index":"complaint-public-v1","_id":"10206076","_score":26.694956,"_source":{"product":"Mortgage","complaint_what_happened":"This is a continuation of the last complaint number XXXX. \n\nXXXX XXXX transferred my loan to Shellpoint Mortgage Services effective XX/XX/year>, after admitting their error. Whereas, Shellpoint Mortgage Services has caused just as much confusion as I was experiencing with XXXX XXXX with my Tax Escrow account. \n\nShellpoint Mortgage monthly statement included my tax escrow in the XXXX. payment and then change it to principal and interest only thereafter. It's been a real challenge to conform with Shellpoint Mortgage. Because my monthly statement is principal and interest only. So, I requested a refund of my tax escrow from Shellpoint Mortgage that I initially paid because Shellpoint Mortgage initiated the change of responsibility. Okay, I get it. \n\nI paid my XXXX. semi XXXX Property Taxes on XX/XX/year>, and has scheduled the second payment due in XX/XX/year>. Now, after complaining to Shellpoint Morgage about my reimbursement of my tax escrow being held by Shellpoint Mortgage, I receive a letter from Shellpoint Mortgage stating that my loan modification calls for the mortgage company collects and pays the property taxes. \n\nAttached is a paper trail of what I've been and still going through with the new mortgage company.","date_sent_to_company":"2024-09-22T20:58:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"20602","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"10206076","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2024-09-22T19:38:34.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["This is a continuation of the last <em>complaint</em> number XXXX. \n\nXXXX XXXX transferred my <em>loan</em> to Shellpoint <em>Mortgage</em> <em>Services</em> effective XX/XX/year>, after admitting their error. Whereas, Shellpoint <em>Mortgage</em> <em>Services</em> has caused just as much confusion as I was experiencing with XXXX XXXX with my Tax <em>Escrow</em> <em>account</em>. \n\nShellpoint <em>Mortgage</em> monthly statement included my tax <em>escrow</em> in the XXXX. <em>payment</em> and then change it to principal and interest only thereafter."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[26.694956,"10206076"]},{"_index":"complaint-public-v1","_id":"14681553","_score":26.673033,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/year> the servicing of my mortgage loan was transferred to Service Mac, LLC. My mortgage payments since the transfer have been on time and for the total payment amount due. XX/XX/year> {$2700.00} and XX/XX/year> {$2700.00} The issue is my Escrow account and Real Estate Taxes for the mortgage loan. \nPer the city of XXXX XXXX, VA XXXX the annual taxes due are {$3700.00} and there should be XXXX payments for this - XXXX installment due on XX/XX/year> for {$1800.00} and XXXX installment due on XX/XX/year> for {$1800.00}. I have emails about this as proof. \n\nTo date here are the Tax Payments that Service Mac has sent for Real Estate taxes : XXXX {$3100.00} ( this was an overpayment to the City of XXXX XXXX ) XXXX {$1800.00} ( this payment is not due until XXXX and they have already sent the payment 5 months early and this should not have happened. \n\nThe city of XXXX XXXX sent a refund check to the XXXX party company that makes the Tax Payments for Service Mac. That company is called XXXX. Refund check amount {$1300.00} dated XXXX. This check should have been applied to my Escrow account as it was a refund for an overpayment. I have emails about this as proof. \n\nI have called the XXXX  Department at Service Mac 4 times already. My last phone call on XXXX at XXXX XXXX. EST I told the Agent I wanted a Manager to call me about all of this and he assured me that everything was documented and a Manager would call me as soon as they are available and no one has called me. \n\nService Mac tells me that they can see this refund on my account dated XXXX but there is NO proof of this on the Service Mac portal when I log into my account. My escrow account is in the negative because of all these issues. I can see no records of this payment being added to my Escrow or what Service Mac has done with it when the received it from XXXX. My Escrow balance should NOT be negative at all. \n\nService Mac portal shows Taxes Year to Date as {$6600.00} and this is well over the annual Real Estate Taxes that are/were due for 2025. I have a screen shot PDF as proof. \n\nToday, XXXX XXXX sent an email to XXXX XXXX at the City of XXXX XXXX inquiring about if a Refund was due to me in regards to Real Estate Taxes and she replied via email and told them about the check that was sent to them for {$1300.00} dated XXXX. XXXX also advised XXXX via email about the annual tax amount due and that it is divided into XXXX payments and the payment amounts and that the XXXX installment is due on XXXX. To date the City of XXXX XXXX has not received the XX/XX/year> payment that was sent on XXXX. I have proof of these emails. \n\nI understand XXXX is the 3rd party company making payments for Service Mac but why would XXXX send emails about my taxes to the City of XXXX XXXX vs. Service Mac since they are supposed to SERVICE my loan. NO ONE HAS CONTACTED ME. \n\nService Mac has done two different Escrow Analysis on my mortgage loan. The first analysis said they were raising my mortgage from {$2700.00} to {$3100.00} dated XX/XX/year>. Today, I can see that in the Portal they have added a 2nd Escrow Analysis dated XXXX showing they were lowering my mortgage from {$3100.00} to {$3000.00} dated XXXX. I DID NOT AGREE TO MY MORTGAGE PAYMENT BEING RAISED AT ALL. ALL OF THESE REAL ESTATE TAX ISSUES AND SERVICE MAC HAVING INCORRECT ANNUAL TAX AMOUNTS HAS CAUSED MAJOR ISSUES. \n\nI need this resolved asap. This is why I am filing this complaint today XXXX. No one has called me from Service Mac and they have a 3rd party company ( XXXX  ) emailing the city of XXXX XXXX about my mortgage loan taxes and this should have been handled by Service Mac. \n\nThank you.","date_sent_to_company":"2025-07-16T21:07:30.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"23834","tags":null,"has_narrative":true,"complaint_id":"14681553","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SERVICEMAC, LLC","date_received":"2025-07-16T19:59:26.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["On XX/XX/year> the <em>servicing</em> of my <em>mortgage</em> <em>loan</em> was transferred to <em>Service</em> Mac, LLC. My <em>mortgage</em> <em>payments</em> since the transfer have been on time and for the total <em>payment</em> amount due. XX/XX/year> {$2700.00} and XX/XX/year> {$2700.00} The issue is my <em>Escrow</em> <em>account</em> and Real Estate Taxes for the <em>mortgage</em> <em>loan</em>."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[26.673033,"14681553"]},{"_index":"complaint-public-v1","_id":"22775315","_score":26.658426,"_source":{"product":"Mortgage","complaint_what_happened":"CFPB Complaint U.S. Bank Mortgage Servicing Borrower : XXXX XXXX Loan Ending : XXXX Servicer : U.S. Bank Complaint Type Mortgage Servicing / Payment Allocation / Delinquency Dispute Complaint Summary I am disputing a mortgage delinquency calculation reported by U.S. Bank of approximately {$18000.00}. The servicers records contain multiple inconsistencies that prevent verification of the balance : Payment Allocation Issues : Payments posted as other, mixed allocation, or modified coupon without clear transaction-level detail. \nEscrow/Tax Misapplication : Escrow and tax payments are not separated from delinquency calculations. \nPrincipal Adjustment Discrepancies : Some principal payments are partially recorded or not fully reflected in the running balance. \nAccount Reference Anomaly : Servicing records reference a closed account ending in XXXX, which I do not maintain, raising concerns about account mapping or misapplied funds. \nRequested Resolution The borrower requests : Full transaction-level ledger ( XXXX XXXX ) including posting codes, trace/reference IDs, and allocation breakdown. \nComplete escrow and tax reconciliation separated from delinquency calculations. \nIdentification and correction of any suspense or unapplied funds. \nStep-by-step calculation of the alleged {$18000.00} delinquency. \nWritten confirmation of corrections and reconciliation results. \nAttachments Supplemental Mortgage Servicing Dispute PDF ( includes transaction tables, Exhibit E screenshots, and Exhibit F account anomaly )","date_sent_to_company":"2026-06-01T19:02:36.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"92399","tags":null,"has_narrative":true,"complaint_id":"22775315","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-06-01T18:47:10.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["CFPB <em>Complaint</em> U.S. Bank <em>Mortgage</em> <em>Servicing</em> Borrower : XXXX XXXX <em>Loan</em> Ending : XXXX <em>Servicer</em> : U.S. Bank <em>Complaint</em> Type <em>Mortgage</em> <em>Servicing</em> / <em>Payment</em> Allocation / Delinquency Dispute <em>Complaint</em> Summary I am disputing a <em>mortgage</em> delinquency calculation reported by U.S. Bank of approximately {$18000.00}."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["<em>Payment</em> process"]},"sort":[26.658426,"22775315"]},{"_index":"complaint-public-v1","_id":"3580087","_score":26.549822,"_source":{"product":"Mortgage","complaint_what_happened":"I already submitted a complaint, ref # XXXX. However, I need make a correction on the mortgage payment amount referred to in two areas of my complaint. Since this can not be corrected, I am submitting this new complaint. \nOn XX/XX/XXXX, I refinanced my house located at XXXX XXXX XXXX, XXXX XXXX, CA XXXX through a loan company called XXXX XXXX. The loan was done to pay off my back taxes on a XXXX XXXX. The loan servicer was XXXX XXXX XXXX XXXX. They took an excessive escrow amount for impounds on property taxes. A payoff processing fee of {$7600.00} and additional amount of {$6700.00} for property taxes which totals to {$14000.00}. My interest rate was suppose to be 5.7 % but they changed it to 5.8 and included a prepayment penalty on loan document signing. The payment schedule is confusing on the loan disclosure. It states that the monthly payment will be {$1600.00} which included principal and interest. Now, my mortgage statement says this will only include interest and they have my monthly payments at {$3000.00}. They have not corrected my mortgage payment for the adjustment in property taxes. I have called both XXXX XXXX XXXX XXXX department and I contacted Select Portfolio Servicing three times already to correct this. SPS sent me a letter on XX/XX/XXXX about hazard insurance required on the XXXX XXXX XXXX, XXXX XXXX, CA XXXX and they plan to buy insurance at a possible higher cost. I already had insurance and they were sent the documentation. Because of the problems in servicing my escrow account, I notified them in writing on XX/XX/XXXX, that I did not want an escrow account. I told them that I already paid my property insurance/property taxes and plan on paying both in the future. Yet, Select Portfolio refuses to refund the money taken for my escrow impound account and keep sending me for monthly mortgage payment of {$3000.00}, which is incorrect and I can not afford. I have been making a monthly payment of {$1600.00} on time. That amount is for the first 120 months which is stated on the first page of the loan documents. I want my escrow money refunded, my mortgage payment reflecting {$1600.00} to include principal and interest. I'm worried that they will foreclose on me for not paying the mortgage amount that they are requesting. I would greatly appreciate if you would investigate this matter and this resolved. \nSincerely, XXXX XXXX SPS Account # XXXX","date_sent_to_company":"2020-03-25T21:12:24.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"92084","tags":null,"has_narrative":true,"complaint_id":"3580087","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2020-03-25T20:43:50.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["I already submitted a <em>complaint</em>, ref # XXXX. However, I need make a correction on the <em>mortgage</em> <em>payment</em> amount referred to in two areas of my <em>complaint</em>. Since this can not be corrected, I am submitting this new <em>complaint</em>. \nOn XX/XX/XXXX, I refinanced my house located at XXXX XXXX XXXX, XXXX XXXX, CA XXXX through a <em>loan</em> company called XXXX XXXX. The <em>loan</em> was done to pay off my back taxes on a XXXX XXXX. The <em>loan</em> <em>servicer</em> was XXXX XXXX XXXX XXXX."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["SELECT PORTFOLIO <em>SERVICING</em>, INC."],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[26.549822,"3580087"]},{"_index":"complaint-public-v1","_id":"5819321","_score":26.518764,"_source":{"product":"Mortgage","complaint_what_happened":"Please cross reference this with complaint XXXX XXXX against XXXX. \n\nI have a mortgage that was just transferred ( a second time by the way since the loan closed XX/XX/XXXX ) to ServiceMac on XX/XX/XXXX from XXXX Mortgage. XXXX had the loan transferred to them XX/XX/XXXX, so they held it about 4 months. The loan was originated through XXXX Bank -- and is a XXXX XXXX XXXX XXXX XXXX The property address is in XXXX XXXX XXXX. It is a rental condo unit and I do NOT reside there, I rent it. I have paid all of my loan payments on time since loan inception ( {$1300.00} principal and interest/ {$46.00} XXXX XXXX XXXX ). The total payment has been {$1400.00}. In addition, I voluntarily typically add {$500.00} per month in extra principal. My mortgage contains a mortgage escrow waiver addendum that does NOT allow the lender to pay property taxes or condo unit property/liability insurance. The only thing they can escrow is the XXXX unit flood insurance. My complaint is XXXX, communications are lacking and an escrow re-calculation that is improper. I am not receiving any communications about loan transfers since the loan keeps getting sold to different servicing companies. All 3 companies should be aware that I do NOT reside in the unit, and that I live in XXXX They were provided with my address and contact information at closing, in the loan closing documents. As an example, I signed up for auto pay in XX/XX/XXXX after I was unable to make my XXXX payment to XXXX. Through website trial and error, I finally discovered ServiceMac as my new loan servicer. Shortly after discovering ServiceMac was my new mortgage servicer, I signed up for the auto pay option which was for the {$1400.00} noted above, plus additional principal of {$500.00}, total payment {$1900.00}. Days later l received a notice XX/XX/XXXX that my new payment was {$2600.00}, plus additional principal {$500.00}, or {$3100.00}. No explanation was given for the change in monthly payment {$1400.00} to {$2600.00}. a whopping increase of {$1200.00}, or {$15000.00} annually. I called both servicers ServiceMac and XXXX and was told XXXX redid an escrow recalculation a mere week before they sold the loan to ServiceMac to service starting XX/XX/XXXX. They indicated they had to redo my escrow to account for my property taxes and insurance ( I informed them that I have a waiver of escrow included in my loan so I pay my own property taxes, my own condo unit homeowners policy, and I rely on my XXXX XXXX to pay for the building property and flood insurance ). The only thing ServiceMac and XXXX as mortgage assumers were authorized to escrow and pay ( barring my default/failure tor pay my tax/insurance obligations- which is NOT the case since this loan has only been in existence for 7 mos ), was the required XXXX condo unit flood insurance. As a requirement to close on the loan XX/XX/XXXX, that flood insurance was paid by me in full and that policy does not expire until XX/XX/XXXX. The escrow analysis sent to me by ServiceMac shows a flood insurance disbursement for {$3600.00} issued XX/XX/XXXX by XXXX, then an insurance refund of - {$2800.00}. This apparently resulted in a negative escrow balance for a payment that should never have been made. I was told this was a lender placed flood policy. I requested that the flood disbursement be credited back to my escrow account in full and I requested a copy of any bill or document that was used as a basis to justify this erroneous payment made from my mortgage escrow balance. I also requested an explanation as to how they came to the conclusion that increasing my monthly payment by {$1200.00} was justified. I also requested confirmation that prior months additional principal payments of {$500.00} were indeed credited to principal and nothing else. Instead of responding, I am receiving communications that ServiceMac blames XXXX, and XXXX has yet to respond to my requests.They answer the phone and say they want to help, but have no answers to provide. Despite having the flood insurance binders and in force policy information for both the condo unit and the XXXX XXXX flood policy at mortgage closing XX/XX/XXXX, and knowing that the current mortgage payment amount excludes taxes, excludes property insurance, and excludes the master flood, and that the unit flood does not renew until XX/XX/XXXX, they re-calculated the escrow improperly anyway and have thus far refused to refund and credit back to my escrow bank forced placed flood insurance. I also sent them the master unit flood renewal that my monthly condominium fees pay for through the master association. I view this as potential escrow miscalculation, and I do understand mistakes are made, but this is a substantial amount of money. How these changes can be made, even if they were a mistake, should have been noticed to me with an explanation, in addition to a 2nd mortgage servicing company transfer. How can you expect people to even know where they are to send their payments absent notice and explanation? Thank you.","date_sent_to_company":"2022-07-28T15:59:46.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"140XX","tags":null,"has_narrative":true,"complaint_id":"5819321","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SERVICEMAC, LLC","date_received":"2022-07-28T15:53:00.000Z","state":"NY","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":["Please cross reference this with <em>complaint</em> XXXX XXXX against XXXX. \n\nI have a <em>mortgage</em> that was just transferred ( a second time by the way since the <em>loan</em> closed XX/XX/XXXX ) to <em>Service</em>Mac on XX/XX/XXXX from XXXX <em>Mortgage</em>. XXXX had the <em>loan</em> transferred to them XX/XX/XXXX, so they held it <em>about</em> 4 months. The <em>loan</em> was originated through XXXX Bank -- and is a XXXX XXXX XXXX XXXX XXXX The property address is in XXXX XXXX XXXX. It is a rental condo unit and I do NOT reside there, I rent it."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[26.518764,"5819321"]},{"_index":"complaint-public-v1","_id":"7417927","_score":26.456942,"_source":{"product":"Mortgage","complaint_what_happened":"Complaint Type : Consumer Complaint About My Laon Server : Specialized Loan Servicing LLC Problem description I have mortgages through XXXX XXXXXXXX XXXX for nearly 20 years, at the beginning of XXXX I received a letter saying my mortgage was transferring into mortgage servicing group I never heard about called \" Specialized Servicing LLC. In a few months they said my escrow account is short and immediately raised my monthly mortgage payment. Then about 2 months ago they said I did not pay my XXXX XXXX monthly mortgage payment which I paid and had all the documents. I sent the bank stay about XXXX times. They did not accept then my banker wrote and letter showing a bank statement showing the date and the amount of money in the check they withdrew from account. Then they asked for a bank statement or copy of the check. Again, my banker wrote me a bank statement showing the check and when they withdrew the payment from my bank. The bank told me they never received the check they are asking for because they withdraw electronically. The bank also gave a tracking number which I gave to the SLS representatives. Still to no avail that is where I am. They are harassing me for a mortgage I made on time in XX/XX/XXXX. That is where I was with them last time. The problem was solved after 6 months following to Minnesota Attorney general, Better Business Bureau, and consumer financial Protection Bureau, but they were reporting my name illegally to credit period for almost 6 months, so I want them to remove that wrong credit reporting from my name. \n\nIn this new complaint I received a letter from SLS on the XXXX of XX/XX/XXXX telling me as usual their mortgage increasing trick that my escrow payment short while failed to tell how come my property taxes and insurance raised by {$2300.00} in XXXX year. After last years increase due to Escrow payment increase, my monthly mortgage payment was {$1400.00}. Then shortly after that I sent them a letter spelling out in detail about the discrepancy between my Escrow shortage calculation, and theirs. Then I received a letter dated XX/XX/XXXX in early XX/XX/XXXX. In the letter they acknowledged my complaint, saying the matter is under review, but no further action was taken. \n\nTo give you a hint about the behavior of this company. For the last XXXX years SLC has been telling me every year that my escrow payment is short and never notifying me what exactly is short. This fake escrow payment is unbelievably high this year, which they said is {$2300.00}. Last year they said my escrow is short and paid what they said was short, which was about over {$1000.00}. Escrow shortage happens out of XXXX things property insurance and property tax increase. Last year my property tax in XXXX XXXX was {$5100.00}, and this year XXXX my property tax was {$6000.00} and an increase of {$900.00}. Last year XXXX my property insurance was {$4000.00} and this year XXXX my property insurance was projected to be XXXX and that is equivalent to an increase of {$700.00}. So, when I add up my XXXX property tax and property insurance, I got a total of {$1600.00} and that this was supposed the amount of Escrow increase beginning from XX/XX/XXXX, by Specialized Loan Servicing LLC which is my current mortgage company is asking me to pay an Escrow shortage payment of {$2300.00}, and the difference between their Escrow payment calculation and my calculation is {$720.00}. I sent a letter explaining the discrepancy between my calculations and theirs regarding the Escrow paying shortage, they acknowledged my complaints saying the matter is under review. If I do not pay the {$2300.00}, they asked in XXXX voucher, my monthly mortgage will jump from XXXX to {$1700.00} a jump of {$320.00} in XXXX year that is unbelievable. \nComments I have read the rating of this mysterious company and there are so many complaints as well a lawsuit against them which they settled. The company also never wants to disclose their investors. They also failed to tell that their mortgage is not backed by XXXX XXXX, XXXX XXXX, or the other agencies. They seem like a group of immoral gangs who are bent on increasing peoples mortgages by any means necessary. This is a Shaddy mortgage group operating in our state and out of country unknown group, and they have no local office you may complain to. I hoping the government do something about this mortgage group of people who are ripping off Americans. \n\nMortgage Company Address : XXXX. XXXX XXXX, XXXX XXXX XXXX CO XXXX tel. # : XXXX","date_sent_to_company":"2023-08-17T19:29:51.000Z","issue":"Trouble during payment process","sub_product":"Other type of mortgage","zip_code":"55432","tags":null,"has_narrative":true,"complaint_id":"7417927","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2023-08-17T18:49:54.000Z","state":"MN","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":["<em>Complaint</em> Type : Consumer <em>Complaint</em> <em>About</em> My Laon Server : Specialized <em>Loan</em> <em>Servicing</em> LLC Problem description I have <em>mortgages</em> through XXXX XXXXXXXX XXXX for nearly 20 years, at the beginning of XXXX I received a letter saying my <em>mortgage</em> was transferring into <em>mortgage</em> <em>servicing</em> group I never heard <em>about</em> called \" Specialized <em>Servicing</em> LLC. In a few months they said my <em>escrow</em> <em>account</em> is short and immediately raised my monthly <em>mortgage</em> <em>payment</em>."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["Specialized <em>Loan</em> <em>Servicing</em> Holdings LLC"],"sub_product":["Other type of <em>mortgage</em>"]},"sort":[26.456942,"7417927"]},{"_index":"complaint-public-v1","_id":"11250185","_score":26.291021,"_source":{"product":"Mortgage","complaint_what_happened":"Dear Customer Representative, This is XXXX XXXX, my complaint is with Mortgage Company Lakeview Loan Servicing , LLC. There Escrow account shows a shortage of $ XXXX which is incorrect in XXXX they show a XXXX XXXX XXXX {$1000.00}. ( this is for prior insurance we had and it was not renewed and was not paid ). If you add the amount to Escrow shortage it leaves us with a positive balance {$890.00}.\n\nLakeview Loan Service states we have a shortage of {$710.00} and our mortgage payment will increase {$59.00} each month for 12 months. I disagree with this because they are listing are old insurance policy which was not renewed or paid. I was not aware of the insurance not being renewed until Lakeview Loan notified me then I obtained insurance with a new agent in XXXX for the amount of {$1500.00}. \nThe only increase in our mortgage should be the increase in insurance XXXX. - XXXX. = XXXX. 12 months = increase in mortgage {$38.00} which would make ourpayment {$940.00} not the amount they are billing us {$1000.00}. \n\nThank you for your help in resolving problem we appreciate it because I can not get help from anyone at Lakeview Loan Service.\n\nI an enclosing the following documents : Escrow Account I have highlighted the old insurance that was not renewed and was not paid.\n\nNew Insurance of {$1500.00}. \n\nOld insurance of {$1000.00}. \n\nCopy of letter I received from Lakeview Loan after I submitted previous complaint about Loan increase.","date_sent_to_company":"2024-12-22T09:31:34.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"932XX","tags":null,"has_narrative":true,"complaint_id":"11250185","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LAKEVIEW LOAN SERVICING, LLC","date_received":"2024-12-22T08:37:20.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Copy of letter I received from Lakeview <em>Loan</em> after I submitted previous <em>complaint</em> <em>about</em> <em>Loan</em> increase."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["LAKEVIEW <em>LOAN</em> <em>SERVICING</em>, LLC"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[26.291021,"11250185"]},{"_index":"complaint-public-v1","_id":"2345618","_score":26.281519,"_source":{"product":"Mortgage","complaint_what_happened":"this complaint is about chase bank confiscating my excess escrow payments during XXXX while not properly accounting for those payments from me and payments made from my escrow account during the period XXXX thru XXXX that violates the cfpb consumer protection regulations and the federal law known Mortgage escrow accounting act. this act allows for chase to provide an auditable escrow statement at least once a year that can be verified by the same information that appears on a mortgage statement. \nin my case chase has been making false charges to my escrow account that include a transaction known as escrow advance recovery of {$370.00} a month for the last two years. meanwhile I am paying at least a XXXX dollars higher escrow payments than is paid out for insurance and property taxes. \n\nif we look at this practice for chase XXXX XXXX mortgage loans being serviced by XXXX in XXXX ohio the figure amounts to over a $ XXXX dollars a year that is not accounted for or as in my case may not being retured to the homeowner and mortgagor. \n\nchase has continue to stonewall me on this issue and I have received documents from XXXX that show these discrepancies in detail that indicate that chase uses two sets of books to service mortgages. one set for financial reporting and one using allegedly the XXXX platform on a desktop pc. the XXXX systems are not compatible and put out false information. chase sent me a escrow refund check when I refinanced my home at the end of XXXX for {$880.00}. \nI paid into escrow almost {$4000.00} for the year and chase paid out almost {$3800.00} that means the check that check was almost {$8000.00} short from previous years where chase was charging me higher escrow payments. their computers showed I was five payments ahead in my mortgaeg that was paid to emc mortgage during a mortgage modifcaton that included escrow paymens in excess of {$9000.00} all of those payments and escrow funds disappeared and were not credited to my new mortgage with chase. the old account number was XXXX and the new account number upon transfer to chase from their subsidiary XXXX in XXXX the point here is that chase appears to be putting all these moneys into their pockets and not paying federal income tax on this undeclared income. I have objected of these chase mortgage servicing practices to XXXX and the head of chase banking XXXX XXXX and his replacement since his removal form that position. chase continues to stonewall me on this and use these methods to manufacture defaults by raising mortgage payments while putting escrow funds into their pockets allegedly. i demand as a j p morgan stockholder a complete accounting of my mortgages with chase including the second trust from the past and audit of XXXX about their alleged fraudulent mortgage servicing practices.","date_sent_to_company":"2017-02-15T21:09:50.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional adjustable mortgage (ARM)","zip_code":"98685","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2345618","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2017-02-15T21:09:49.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["this <em>complaint</em> is <em>about</em> chase bank confiscating my excess <em>escrow</em> <em>payments</em> during XXXX while not properly <em>accounting</em> for those <em>payments</em> from me and <em>payments</em> made from my <em>escrow</em> <em>account</em> during the period XXXX thru XXXX that violates the cfpb consumer protection regulations and the federal law known <em>Mortgage</em> <em>escrow</em> <em>accounting</em> act. this act allows for chase to provide an auditable <em>escrow</em> statement at least once a year that can be verified by the same information that appears on a <em>mortgage</em> statement."],"product":["<em>Mortgage</em>"],"issue":["<em>Loan</em> <em>servicing</em>, <em>payments</em>, <em>escrow</em> <em>account</em>"],"sub_product":["Conventional adjustable <em>mortgage</em> (ARM)"]},"sort":[26.281519,"2345618"]},{"_index":"complaint-public-v1","_id":"5420217","_score":26.216509,"_source":{"product":"Mortgage","complaint_what_happened":"Good afternoon, I have a complaint against U.S. Bank Home Mortgage. U.S. Bank is my Mortgage servicer. Recently there was escrow analysis completed and I was told there was a shortage in the amount of {$560.00} I have asked what was in my escrow prior to the shortage amount. I have not received an answer. Problems with the escrow has been happening for years... There have been increase in payments through the years. \nThe problems I believe began in XXXX through XXXX when the loan was modified after years of processing. The end result is a partial claim in the amount of {$50000.00}. Which is due at the end of the loan. During this time of Chaos U.S. Bank talked about a Quick Sale. \nThrough prayer and contacting an Agency like yours and FHA the loan was finally modified I am Questioning the {$50000.00} balloon payment that is due after Our home is paid off.\n\nI talked to someone in the Modification at U.S.Bank and she kept insisting they were correct in the amount, The person also told me it was not there error it was a machine which calculated the amount. I read the information on your page about the 7 Mortgage serving violations. I believe I cc was charged unauthorized amounts. The bank told me in the beginning of the loan that they were increasing the monthly payments because we did not have Home Stead Exemption which is untrue. With recent concern and confusion with the escrow I need someone to investigate what is happening with my mortgage account. Unfortunately Mortage Servicing Violations happens. I was told recently instead of a shortage in the escrow there is now an overage. I was told two different amounts would be refunded by two different employees at U.S. Bank I appreciate your assistance in this matter. Thanks.","date_sent_to_company":"2022-04-07T20:27:09.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"322XX","tags":"Servicemember","has_narrative":true,"complaint_id":"5420217","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2022-04-07T19:38:46.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I read the information on your page <em>about</em> the 7 <em>Mortgage</em> serving violations. I believe I cc was charged unauthorized amounts. The bank told me in the beginning of the <em>loan</em> that they were increasing the monthly <em>payments</em> because we did not have Home Stead Exemption which is untrue. With recent concern and confusion with the <em>escrow</em> I need someone to investigate what is happening with my <em>mortgage</em> <em>account</em>. Unfortunately Mortage <em>Servicing</em> Violations happens."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[26.216509,"5420217"]},{"_index":"complaint-public-v1","_id":"2777914","_score":26.199505,"_source":{"product":"Mortgage","complaint_what_happened":"My name is XXXX XXXX and I reside at XXXX XXXX XXXX, XXXX, PA XXXX. I am writing to complain about my current mortgage servicer, LoanCare LLC (  NMLS ID # XXXX ) and State of PA Mortgage Lender Licensee # XXXX who is requiring excessive escrow funds in violation of the Real Estate Settlement Procedures Act and Regulation X, Section 1024.17 ( c ). On XX/XX/XXXX,  my husband and I refinanced our mortgage through XXXX XXXX, who subsequently sold the servicing of our loan to LoanCare LLC. Since property taxes are due in XX/XX/XXXX, XXXX XXXX required that our taxes totaling {$2500.00} be collected and paid at settlement. When the servicing rights were sold to LoanCare LLC, they performed an escrow analysis and paid the XX/XX/XXXX taxes again. This duplicate tax payment created a substantial shortage in our escrow account and LoanCare LLC immediately performed an escrow analysis and increased our monthly mortgage payment by {$250.00} to cover the escrow shortage. \n\n\n\nI immediately contacted LoanCare and found out that they paid the XX/XX/XXXX taxes which had already been paid at settlement. \n\nThey refused to research and reanalyze my account. LoanCare stated they contacted the tax collector and the tax collector told them the taxes had not been paid. However, I subsequently contacted the tax collector who provided evidence that the taxes had been paid. The township tax collector received the duplicate tax payment from LoanCare and immediately refunded the duplicate payment back to LoanCare, who confirmed they deposited it back into my escrow account. At this time, I have requested that LoanCare reanalyze my account to remove the excess escrow payment covering the alleged shortage. They have refused to reanalyze my escrow account and stated it is scheduled to be reanalyzed in XX/XX/XXXX and I have to pay the excess escrow until XX/XX/XXXX. I can not afford the extra {$250.00} per month for the next 4 months which will only increase the surplus in my escrow account way above what is permitted under the Real Estate Settlement Procedures Act including the 2 month cushion. LoanCare simply states Ill get a refund of the escrow surplus sometime in XX/XX/XXXX after the XX/XX/XXXX analysis is completed. I have filed a complaint with LoanCare regarding the now known excess escrow payment requirement, but they refuse to respond to my complaint emails as well as acknowledge receipt of my complaint which is also in violation of RESPA and Regulation X, Section 1024.35 ( d ) under Error Resolution Procedures. I have told them that I can not afford the excess escrow payment and would submit the initial monthly payment determined by XXXX XXXX to which I have the ability to pay. However, LoanCare is encouraging me to go into default for no reason other than the result of their mistake in paying my taxes twice. \nAt this time I am reaching to you for assistance. LoanCare simply wants to maintain an excess in my escrow account enough to pay the following years property taxes which I can not afford. Please help me and penalize LoanCare for  violating RESPAs Regulation X relating to escrow funds and error resolution acknowledgment requirements. \nThank you for your assistance. \n\n\n\nSincerely, XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX","date_sent_to_company":"2018-01-10T22:47:08.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"18974","tags":null,"has_narrative":true,"complaint_id":"2777914","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2018-01-10T22:39:14.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I am writing to complain <em>about</em> my current <em>mortgage</em> <em>servicer</em>, <em>Loan</em>Care LLC (  NMLS ID # XXXX ) and State of PA <em>Mortgage</em> Lender Licensee # XXXX who is requiring excessive <em>escrow</em> funds in violation of the Real Estate Settlement Procedures Act and Regulation X, Section 1024.17 ( c ). On XX/XX/XXXX,  my husband and I refinanced our <em>mortgage</em> through XXXX XXXX, who subsequently sold the <em>servicing</em> of our <em>loan</em> to <em>Loan</em>Care LLC."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["<em>Loan</em>Care, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[26.199505,"2777914"]},{"_index":"complaint-public-v1","_id":"1375727","_score":26.182972,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage loan was modified in XXXX by XXXX XXXX at that time an escrow analysis was completed and my payment increased {$17.00}. My loan was transferred to American Financial Resources in XXXX XXXX. I recently recieved a statement from this company advising that I have an escrow shortage of {$2000.00}! I called and spoke with a customer service rep who was rude, and basically told me yes the previous servicer did not complete an escrow analysis which is a direct result of the large shortage but we cant do anything about that now as the new servicer and the funds were already advanced to pay your taxes. This is a clear RESPA violation that no one wants to take responsbility for and put it on the consumer. This money should not be only me to come up with this is the servicers error and they should take full responsibility and take the loss! I then emailed the servicer requesting an escrow spread as I do not have the funds to pay the shortage in full and beginning XXXX/XXXX/XXXX they are increasing my payment {$180.00} to cover the shortage over 12 months. I can not afford this error that was not mine I pay my mortgage payment and it is the responsibility of the servicer of my loan to pay my taxes and insurance out of my escrow account and to also review annually to ensure funds are available for these advancements. I am a single mother, living paycheck to paycheck and i refuse to be taken advantage of my money is hard earned! I have not heard anything back from the request to spread the escrow shortgage over 5 years and the request was sent XXXX/XXXX/XXXX. I will not stop here with the complaints I will make a RESPA complaint as well as go to the media and social media if necessary, please help!","date_sent_to_company":"2015-05-14T20:51:12.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"FHA mortgage","zip_code":"143XX","tags":null,"has_narrative":true,"complaint_id":"1375727","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"American Financial Resources, Inc.","date_received":"2015-05-14T16:28:20.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My <em>mortgage</em> <em>loan</em> was modified in XXXX by XXXX XXXX at that time an <em>escrow</em> analysis was completed and my <em>payment</em> increased {$17.00}. My <em>loan</em> was transferred to American Financial Resources in XXXX XXXX. I recently recieved a statement from this company advising that I have an <em>escrow</em> shortage of {$2000.00}!"],"product":["<em>Mortgage</em>"],"issue":["<em>Loan</em> <em>servicing</em>, <em>payments</em>, <em>escrow</em> <em>account</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[26.182972,"1375727"]},{"_index":"complaint-public-v1","_id":"5819374","_score":25.988722,"_source":{"product":"Mortgage","complaint_what_happened":"I have a mortgage that was just transferred ( a second time by the way since the loan closed XX/XX/XXXX ) to ServiceMac on XX/XX/XXXX from XXXX XXXX. XXXX had the loan transferred to them XX/XX/XXXX, so they held it about 4 months. The loan was originated through XXXX XXXX  -- and is a XXXX XXXX XXXX product . The property address is in XXXX FL XXXX. It is a rental condo unit and I do NOT reside there, I rent it. \n\nI have paid all of my loan payments on time since loan inception ( {$1300.00} principal and interest/ {$46.00} flood insurance escrow ). The total payment has been {$1400.00}. In addition, I voluntarily typically add {$500.00} per month in extra principal. My mortgage contains a mortgage escrow waiver addendum that does NOT allow the lender to pay property taxes or condo unit property/liability insurance. The only thing they can escrow is the Condo unit flood insurance.\n\nMy complaint is 2-fold, communications are lacking and an escrow re-calculation that is improper.\n\nI am not receiving any communications about loan transfers since the loan keeps getting sold to different servicing companies. All 3 companies should be aware that I do NOT reside in the unit, and that I live in NY. They were provided with my address and contact information at closing, in the loan closing documents. As an example, I signed up for auto pay in XX/XX/XXXX after I was unable to make my XXXX payment to XXXX. Through website trial and error, I finally discovered ServiceMac as my new loan servicer. Shortly after discovering ServiceMac was my new mortgage servicer, I signed up for the auto pay option which was for the {$1400.00} noted above, plus additional principal of {$500.00}, total payment {$1900.00}. Days later l received a notice XX/XX/XXXX that my new payment was {$2600.00}, plus additional principal {$500.00}, or {$3100.00}. No explanation was given for the change in monthly payment {$1400.00} to {$2600.00}. a whopping increase of {$1200.00}, or {$15000.00} annually. \n\nI called both servicers ServiceMac and XXXX and was told XXXX redid an escrow recalculation a mere week before they sold the loan to ServiceMac to service starting XX/XX/XXXX. They indicated they had to redo my escrow to account for my property taxes and insurance ( I informed them that I have a waiver of escrow included in my loan so I pay my own property taxes, my own condo unit homeowners policy, and I rely on my XXXX XXXX to pay for the building property and flood insurance ). The only thing ServiceMac and XXXX as mortgage assumers were authorized to escrow and pay ( barring my default/failure tor pay my tax/insurance obligations- which is NOT the case since this loan has only been in existence for XXXX mos ), was the required XXXX condo unit flood insurance. As a requirement to close on the loan XX/XX/XXXX, that flood insurance was paid by me in full and that policy does not expire until XX/XX/XXXX. The escrow analysis sent to me by ServiceMac shows a flood insurance disbursement for {$3600.00} issued XX/XX/XXXX by XXXX, then an insurance refund of - {$2800.00}. This apparently resulted in a negative escrow balance for a payment that should never have been made. I was told this was a lender placed flood policy. I requested that the flood disbursement be credited back to my escrow account in full and I requested a copy of any bill or document that was used as a basis to justify this erroneous payment made from my mortgage escrow balance. I also requested an explanation as to how they came to the conclusion that increasing my monthly payment by {$1200.00} was justified. I also requested confirmation that prior months additional principal payments of {$500.00} were indeed credited to principal and nothing else. Instead of responding, I am receiving communications that ServiceMac blames XXXX, and XXXX has yet to respond to my requests.They answer the phone and say they want to help, but have no answers to provide. Despite having the flood insurance binders and in force policy information for both the condo unit and the XXXX XXXX flood policy at mortgage closing XX/XX/XXXX, and knowing that the current mortgage payment amount excludes taxes, excludes property insurance, and excludes the master flood, and that the unit flood does not renew until XX/XX/XXXX, they re-calculated the escrow improperly anyway and have thus far refused to refund and credit back to my escrow bank forced placed flood insurance. I also sent them the master unit flood renewal that my monthly condominium fees pay for through the master association. \n\nI view this as potential escrow miscalculation, and I do understand mistakes are made, but this is a substantial amount of money. How these changes can be made, even if they were a mistake, should have been noticed to me with an explanation, in addition to a 2nd mortgage servicing company transfer. How can you expect people to even know where they are to send their payments absent notice and explanation?\n\nThank you.","date_sent_to_company":"2022-08-16T14:31:13.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"140XX","tags":null,"has_narrative":true,"complaint_id":"5819374","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SERVICEMAC, LLC","date_received":"2022-07-28T14:54:43.000Z","state":"NY","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":["My <em>complaint</em> is 2-fold, communications are lacking and an <em>escrow</em> re-calculation that is improper.\n\nI am not receiving any communications <em>about</em> <em>loan</em> transfers since the <em>loan</em> keeps getting sold to different <em>servicing</em> companies. All 3 companies should be aware that I do NOT reside in the unit, and that I live in NY. They were provided with my address and contact information at closing, in the <em>loan</em> closing documents."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[25.988722,"5819374"]},{"_index":"complaint-public-v1","_id":"3045204","_score":25.928417,"_source":{"product":"Mortgage","complaint_what_happened":"My name is XXXX XXXX. This complaint is about Amerihome Mortgage, Loan # XXXX. Property address, XXXX XXXX XXXX, XXXX XXXX, XXXX SC XXXX. \nI am a XXXX  % service connected XXXX veteran who purchased a condo at the above address. Amerihome mortgage is the loan servicer. Three months ago I filed for a XXXX County SC 100 % property tax exemption due to my service connected injuries and XXXX County SC approved it. I sent it to Amerihome Mortgage to have my payment adjusted while at the same time requested an escrow analysis for the refund of over {$3300.00} in the escrow account. \nAmerihome mortgage verified my tax exemption document through XXXX XXXX and promised my payment would be adjusted and the escrow funds returned. I have spoken with them several times over the phone and been promised this is being done although to date they have refused to adjust my payment or refund the escrow funds. Every time I call I get more promises and nothing happens. Today, I emailed them that I wished to stop escrowing any taxes therefore if they refuse to honor the XXXX County tax exemption document at least I could make my Principal and Interest payment without them holding my taxes and refusing to return them. Amerihome mortgage personnel and their management team are incompetent at their positions and liars in their efforts to take my money, hold it in escrow when I have provided them everything they requested in an effort to comply with my initial request. Stay away from this mortgage lender at all cost. \nXXXX XXXX XXXX XXXX/ XXXXXXXX XXXX  XXXX ( RET. )","date_sent_to_company":"2018-10-13T18:36:37.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"29609","tags":"Servicemember","has_narrative":true,"complaint_id":"3045204","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AmeriHome Mortgage Company, LLC","date_received":"2018-10-13T18:04:29.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This <em>complaint</em> is <em>about</em> Amerihome <em>Mortgage</em>, <em>Loan</em> # XXXX. Property address, XXXX XXXX XXXX, XXXX XXXX, XXXX SC XXXX. \nI am a XXXX  % <em>service</em> connected XXXX veteran who purchased a condo at the above address. Amerihome <em>mortgage</em> is the <em>loan</em> <em>servicer</em>. Three months ago I filed for a XXXX County SC 100 % property tax exemption due to my <em>service</em> connected injuries and XXXX County SC approved it."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["AmeriHome <em>Mortgage</em> Company, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[25.928417,"3045204"]},{"_index":"complaint-public-v1","_id":"13375286","_score":25.852661,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint regarding serious concerns with the servicing of my mortgage loan by LoanCare, specifically related to an unauthorized principal balance increase, escrow mismanagement, and failure to respond to multiple requests for clarification and documentation. \n\n1. Unexplained Increase to Principal Balance LoanCare applied an unexplained {$12000.00} increase to my mortgage principal, raising the balance from XXXX XXXX XXXX during XXXX This adjustment was reported on my annual mortgage interest and tax form, but no explanation, supporting documentation, or advance notice was ever provided to justify this increase. I did not authorize a loan modification, forbearance, or any other agreement that would cause a capitalization of this amount. \n\nThis unexplained addition may constitute a violation of the Truth in Lending Act ( TILA ), and I am requesting an immediate audit and explanation. \n\n2. Inaccurate Interest and Escrow Reporting The 2023 IRS Form 1098 issued by LoanCare reported the following : {$12000.00} in mortgage interest received ( Line 1 ), which appears inflated based on my actual payments. \n{$0.00} in hazard insurance payments through escrow, raising concerns about whether my property is properly insured. \n{$6000.00} in escrow deposits, but no clear explanation of how those funds were disbursed. \n{$2200.00} paid in property taxes, despite my local tax authority billing only {$1500.00}. This suggests either an overpayment or misallocation of escrow funds. \n\n3. Failure to Provide Escrow Analysis and Timely Responses ( RESPA Violation ) I have made multiple requests in writing for : An itemized breakdown of the {$12000.00} balance increase A copy of the annual escrow analysis Receipts for all tax and insurance payments made from my escrow account A full transaction history of my mortgage payments LoanCare has not responded to these requests within the 30 business days required by the Real Estate Settlement Procedures Act ( RESPA ).\n\n4. Potential Financial Harm As a result of these discrepancies, I may be overpaying on my mortgage, and my financial standing has been negatively affected. This situation has caused significant stress and concern regarding the accuracy of LoanCares loan servicing practices.","date_sent_to_company":"2025-05-06T23:56:10.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"349XX","tags":null,"has_narrative":true,"complaint_id":"13375286","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2025-05-06T23:45:06.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["I am filing this <em>complaint</em> regarding serious concerns with the <em>servicing</em> of my <em>mortgage</em> <em>loan</em> by <em>Loan</em>Care, specifically related to an unauthorized principal balance increase, <em>escrow</em> mismanagement, and failure to respond to multiple requests for clarification and documentation. \n\n1."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["<em>Loan</em>Care, LLC"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["Trying to communicate with the company to fix an issue while managing or <em>servicing</em> your <em>loan</em>"]},"sort":[25.852661,"13375286"]},{"_index":"complaint-public-v1","_id":"6878634","_score":25.846684,"_source":{"product":"Mortgage","complaint_what_happened":"I am writing to file a formal complaint against Freedom Mortgage Corporation ( \" Freedom Mortgage '' ), a mortgage servicing company that I currently have my home loan with for the above mentioned legal address and loan number. On XX/XX/, I submitted a letter of complaint to Freedom Mortgage via their online service portal, detailing my dissatisfaction with their service and the issues I have experienced with their escrow department. However, in a call I had with a representative named \" XXXX '' in their escalations team, I was informed that they were not handling my complaint and did not know where it was. As a result, I sent the same letter to their email on XX/XX/, and have not received any acknowledgement of receipt or response as of the date of this letter. \n\nIn the aforementioned letter to Freedom Mortgage, I expressed my disappointment with their service and the trouble I have had with their escrow department, including an erroneous escrow surplus check I received in XX/XX/, an escrow shortage notice I received in XX/XX/, and the misapplication of my extra payments to my loan principal. Despite numerous phone calls and requests for an explanation, I have not received a satisfactory resolution to these issues, and I am deeply concerned about the handling of my escrow account. \n\nFurthermore, on XX/XX/, I also requested to have a copy of my loan agreement sent to me, but as of this writing, I have not received it. This lack of response and unresponsiveness is unacceptable and only adds to the growing list of issues I have had with Freedom Mortgage. \n\nI am seeking the assistance of the Kentucky Department of Financial Institutions in resolving these issues and holding Freedom Mortgage accountable for their poor service. As a borrower, I have the right to be treated fairly and with respect, and I believe that Freedom Mortgage has violated these rights by their handling of my account. \n\nThank you for your attention to this matter. I have enclosed a copy of my original letter to Freedom Mortgage for your review, and I look forward to hearing from you soon. \n\nBelow is the body of the letter I submitted on the Freedom Mortgage online service portal. This letter was also emailed to a member of the Freedom Mortgage Escalation team.\n\nTo Whom It May Concern, I am writing to express my extreme disappointment with the service I have received from Freedom Mortgage. I have been a customer of your company for several years now, and I have never experienced such frustration and inconvenience as I have with your escrow department. In XXXX of this year, I received a check for {$680.00} from your escrow department, which was supposed to be a surplus because your department had determined that my real estate taxes were only {$80.00}. However, in XXXX, I received another letter from your company informing me of an escrow shortage of {$890.00}. When I called customer service to inquire about this, I was told to mail a check for the shortage amount and mark in the memo \" for escrow account, '' which I did promptly. The check was cashed by your organization on XX/XX/. Since then, I have made two extra payments of {$1000.00}, but your company has not corrected my payment and has not applied the proper curtailments to my loan principal as expected. Instead, I am still being charged {$1000.00} as a payment. I demand that you fix my escrow account immediately. Furthermore, I was misled by your company this year, and I feel that my rights as a borrower under the Dodd Frank Act have been violated. I demand that you retroactively pay my curtailment principal for the months of XXXX and XX/XX/2023 rather than apply the curtailment for this month, since your company did not properly apply my escrow payment on XX/XX/2023. I do not believe the Freedom Mortgage Escrow and Customer Service representives are properly trained in handling my requests over the phone, as every time I call in, they try to peddle me to another department or ask that I submit an online request. I have spent countless hours on the phone with your representives trying to resolve this issue, and I am tired of the inconvenience and frustration that your company has served me. As a result, I do not wish to speak over the phone with any representatives of Freedom Mortgage. Instead, I request that you communicate your action plan to fix your mistake through my email at XXXX. I believe that this will allow for a more efficient and effective communication process and will help to resolve this matter in a timely and satisfactory manner. I understand that your company is the largest provider of VA loans, but I feel that my business has been reduced to just a number to you. I hope that you will take my concerns seriously and take the necessary steps to correct this situation promptly. \nLastly, I want to express that if your company can not find the time, or competence, to correct your Escrow department 's errors when I make the XX/XX/2023 payment, I will have no choice but to pursue complaints with Consumer Financial Protection Bureau ( CFPB ), the Federal Reserve System, the Office of the Comptroller of the Currency ( OCC ) and the Kentucky Department of Financial Institutions. As a customer, I expect to receive proper and fair treatment from my mortgage company. If your company is unable or unwilling to provide that, I will have no other recourse but to escalate my complaints to the proper regulators. \nThis letter is being submitted online through the Freedom Mortgage online customer service portal on freedommortgage.com. I hereby certify that the above information is accurate and truthful to the best of my knowledge. This letter serves as a legal document and a formal notice of my dissatisfaction with the service provided by your company. I reserve all rights to pursue legal action and/or file a complaint with the appropriate regulatory agencies if this matter is not resolved in a timely and satisfactory manner.","date_sent_to_company":"2023-04-23T23:55:46.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"40515","tags":null,"has_narrative":true,"complaint_id":"6878634","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2023-04-23T23:39:52.000Z","state":"KY","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 am writing to file a formal <em>complaint</em> against Freedom <em>Mortgage</em> Corporation ( \" Freedom <em>Mortgage</em> '' ), a <em>mortgage</em> <em>servicing</em> company that I currently have my home <em>loan</em> with for the above mentioned legal address and <em>loan</em> number. On XX/XX/, I submitted a letter of <em>complaint</em> to Freedom <em>Mortgage</em> via their online <em>service</em> portal, detailing my dissatisfaction with their <em>service</em> and the issues I have experienced with their <em>escrow</em> department."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[25.846684,"6878634"]},{"_index":"complaint-public-v1","_id":"12435876","_score":25.80218,"_source":{"product":"Mortgage","complaint_what_happened":"Summary of Complaint We are filing this complaint against Fulton Bank for mismanagement of our mortgage refinance, failure to properly close our previous loan, unjustified late fees, escrow mismanagement, possible erroneous credit bureau reporting, deceptive loan practices, and potential discrimination resulting in a different customer service experience due to our status as an LGBTQ+ couple. \n\nWe refinanced our mortgage with Fulton Bank, signing closing documents on XX/XX/XXXX. Since then, we have repeatedly requested documentation verifying that our refinancing was misrepresented and provided with multiple miscalculations, that the previous loan was closed properly, and that no negative marks were reported to credit bureaus due to improper timely closure of the loan and mismanagement of escrow funds. Fulton Bank has refused to provide any response for over XXXX calendar days. Despite an escalated customer service complaint within Fulton Bank filed on XX/XX/XXXX, there have still been no answers to our questions. Our most recent attempt at follow-up with Fulton Bank representative XXXX on XX/XX/XXXX, and there has, again, been no response to our most recent e-mail. \n\nXXXX XXXX XXXX. Failure to Properly Close the Previous Loan & Unexplained Late Fees -We signed the refinance closing documents with Fulton Bank XXXX XX/XX/XXXX. \n-Despite assurances that the prior mortgage would be paid off immediately, the loan was not properly closed, resulting in late fees and Fulton Bank requesting additional funds to close the previous loan. \n-The resolution offered was to deduct funds from the new escrow account associated with the new loan. When we did not agree to this resolution, the loan was eventually closed on XX/XX/XXXX, without any further explanation or communication from Fulton Bank despite repeated requests for this information. \n-We have received no written explanation or breakdown of where the funds were applied.- We fear that these unjustified late payments were reported to credit bureaus, but Fulton Bank has not confirmed nor provided documentation to show the loan was closed without error. \n\n2. Escrow Account Errors & Lack of Transparency -On XX/XX/XXXX, we were pressured to sign inaccurate closing documents, with the mortgage officer freely admitting that these documents were inaccurate but would be corrected the following day. \n-Payments from escrow have remained unexplained and undocumented. We were told that a {$140.00} payment from escrow to XXXX XXXX XXXX had been made, but XXXX XXXX has no record of receiving this payment. \n-There were escrow funds disbursed labeled as insurance payments without official documentation confirming this to be the case. \n-Home insurance payments were deducted from the previous escrow account that were to be associated with the refinanced loan, leading to an escrow shortageor at least that was the explanation offered -- eventually. \n-A refund check issued from homeowners insurance was received on XX/XX/XXXX, for only {$630.00}, despite previous confirmation that the refund should have been {$1200.00}. \n\n3. Deceptive Loan Practices & Possible Kickbacks -Throughout the refinancing process, the mortgage officer repeatedly changed figures, leading to misrepresentation of the terms of the loan. \n-Communications about these changes were made via text, raising concerns about the legitimacy and transparency of the process. \n-We were pressured into switching homeowners insurance companies, with the suggestion that it would benefit us financially. However, the new insurance provider received double paymentsone from the old escrow account and another from our out-of-pocket payment. \n-The loan documents contain multiple inaccurate selections and miscalculations, further indicating a pattern of deception and improper loan structuring. \n\n4. Failure to Respond to Multiple Written Requests for Documentation We have sent multiple formal written requests for : -Full transaction history of the previous mortgage and escrow account. \n-Full transaction history of the refinanced mortgage and new escrow account. \n-Confirmation that no erroneous late payments were reported to credit bureaus. \n\nFulton Bank has ignored these requests for over 120 days, violating RESPA regulations. \n\n-Despite a filed customer service complaint on XX/XX/XXXX followed by an additional escalated customer service complaint within Fulton Bank XXXX on XX/XX/XXXX, there have still been no answers to our questions, and no documentation provided. \nOur most recent attempt at follow-up with Fulton Bank representative was an e-mail sent on XX/XX/XXXX. There has been no response received. \n\n5. Possible Credit Reporting Errors & Violations of the Fair Credit Reporting Act ( FCRA ) -Because the previous mortgage was not closed properly, late fees were applied, as well as an erroneous 'missed mortgage payment, ' we were told by Fulton Bank that this could potentially hurt our credit if we did not provide additional funds promptly toclose the loan. \n-We have not received confirmation from Fulton Bank that these errors were not reported to credit bureaus ( XXXX XXXX XXXX XXXX XXXX XXXX. \n-If they have been reported, Fulton Bank has failed to issue corrections as required by FCRA ( 15 U.S.C. 1681s-2 ).\n\n6. Possible Discrimination and Different Customer Service Experience Due to LGBTQ+ Status -We have reason to believe that our experience with Fulton Bank may have been influenced by discrimination based on our status as an LGBTQ+ couple. \n-Other customers have reported more timely resolutions and clearer communication, while we have faced prolonged delays, lack of responses, and dismissive treatment. \n-We have not received adequate explanations for why our concerns have been ignored, while other customers in similar situations have received prompt assistance. \n-The lack of transparency, repeated mismanagement, and dismissive attitude from Fulton Bank raise concerns about whether our treatment was due to bias or unfair practices.","date_sent_to_company":"2025-03-13T02:33:31.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"17110","tags":null,"has_narrative":true,"complaint_id":"12435876","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FULTON FINANCIAL CORPORATION","date_received":"2025-03-13T02:23:16.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue with the loan closing"},"highlight":{"complaint_what_happened":["-Full transaction history of the refinanced <em>mortgage</em> and new <em>escrow</em> <em>account</em>. \n-Confirmation that no erroneous late <em>payments</em> were reported to credit bureaus. \n\nFulton Bank has ignored these requests for over 120 days, violating RESPA regulations. \n\n-Despite a filed customer <em>service</em> <em>complaint</em> on XX/XX/XXXX followed by an additional escalated customer <em>service</em> <em>complaint</em> within Fulton Bank XXXX on XX/XX/XXXX, there have still been no answers to our questions, and no documentation provided."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["Trying to communicate with the company to fix an issue with the <em>loan</em> closing"]},"sort":[25.80218,"12435876"]},{"_index":"complaint-public-v1","_id":"3797748","_score":25.784664,"_source":{"product":"Mortgage","complaint_what_happened":"I submitted a complaint on XX/XX/XXXX after numerous BILL COLLECTOR calls about my mortgage. I pay my mortgage EVERY MONTH via bill pay. My payments are cashed and then applied to a SUSPENSE ACCOUNT or a UNSPECIFIED account. Some payments are applied to my escrow and NOT my mortgage ... so it appears my mortgage is in default. \n\nTHIS COMPANY IS RUNNING A SCAM. NO DOUBT THEY ARE PREDATORY LENDERS AND WILL BEGIN TO CHARGE DEFAULT INTEREST AT 18 % ON MY HOME. \n\nThis started when they took over my home loan from XXXX XXXX XXXX. They said I owed an additional {$5000.00} on my escrow but could never tell me where that {$5000.00} came from. I agree that escrow payments are modified each year, but not {$5000.00} ... it is usually a couple XXXX dollars more or less. This discrepancy appears to be the amount of my tax payment and it is very possible that Specialized Loan Servicing AND XXXX XXXX both paid my taxes which were due XX/XX/2019 the same month of the loan acquisition. \n\nTHIS COMPANY MUST BE INVESTIGATED FOR PREDATORY LENDING PRACTICES, I AM ON A FIXED INCOME AND SCARED TO DEATH THIS COMPANY WILL BEGIN FORECLOSURE ON MY PRIMARY HOME. PLEASE HELP ME.","date_sent_to_company":"2020-08-15T14:18:57.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"337XX","tags":null,"has_narrative":true,"complaint_id":"3797748","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2020-08-15T14:06:24.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I submitted a <em>complaint</em> on XX/XX/XXXX after numerous BILL COLLECTOR calls <em>about</em> my <em>mortgage</em>. I pay my <em>mortgage</em> EVERY MONTH via bill pay. My <em>payments</em> are cashed and then applied to a SUSPENSE <em>ACCOUNT</em> or a UNSPECIFIED <em>account</em>. Some <em>payments</em> are applied to my <em>escrow</em> and NOT my <em>mortgage</em> ... so it appears my <em>mortgage</em> is in default. \n\nTHIS COMPANY IS RUNNING A SCAM. NO DOUBT THEY ARE PREDATORY LENDERS AND WILL BEGIN TO CHARGE DEFAULT INTEREST AT 18 % ON MY HOME."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["Specialized <em>Loan</em> <em>Servicing</em> Holdings LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[25.784664,"3797748"]},{"_index":"complaint-public-v1","_id":"12252871","_score":25.781523,"_source":{"product":"Mortgage","complaint_what_happened":"Subject : Complaint Regarding Escrow Calculation Practices for FHA Loans To Whom It May Concern at the Consumer Financial Protection Bureau ( CFPB ), I am writing to formally file a complaint regarding a systemic issue with escrow calculation practices for FHA loans. This issue affects not only my personal mortgage but also poses a significant financial risk to first-time homebuyers across the country. It relates to the way mortgage servicers, such as NewRez LLC/Shellpoint Mortgage Servicing , calculate initial escrow payments based on outdated property tax rates, despite knowing that property taxes will unlock and increase after the sale of a home. This practice guarantees escrow shortages, leading to sudden, unaffordable increases in borrowers monthly mortgage payments. \n\nBackground on My Personal Experience I purchased my home in XX/XX/XXXX with an FHA loan serviced by NewRez LLC/Shellpoint Mortgage Servicing . At the time of purchase, the mortgage servicer used the previous homeowners property tax rate of {$1700.00} from XXXX XXXX to calculate my escrow payments. However, NewRez knew or should have known that the property taxes would unlock and increase significantly after reassessment. \n\nAs expected, my property taxes increased drastically in the following years : - XXXX XXXX ( at closing ) : {$1700.00} - XXXX Taxes : {$5600.00} ( {$3900.00} ) - XXXX Taxes : {$6300.00} ( {$640.00} ) - XXXX Taxes : {$6300.00} ( {$45.00} ) Despite knowing that my property taxes would increase by over 220 % in XXXX, NewRez failed to account for this change when establishing my escrow account. Instead, they used the outdated tax rate from the previous homeowner, resulting in an inevitable escrow shortage and forcing me to cover an unexpected increase in my monthly mortgage payment. \n\nCompounding the issue, my homeowners insurance also increased : - XXXX : {$1300.00} - XXXX : {$1300.00} - XXXX : {$2000.00} These cumulative increases created a financial burden that was entirely preventable had my escrow account been properly funded from the beginning. \n\nEvidence of Misconduct : Deliberate Escrow Underfunding at Closing Upon reviewing my mortgage documents, I discovered clear evidence that NewRez initially planned to account for the tax increase but then deliberately underfunded my escrow at closing. \n\n- XX/XX/XXXX : My initial Closing Disclosure estimated my closing costs at {$3300.00}, which correctly anticipated the unlocked tax rate. \n- XX/XX/XXXX : My final Closing Disclosure reduced my cash-to-close to {$1000.00}, significantly underfunding my escrow account. \n\nBy reducing the escrow funding at closing, NewRez made my mortgage appear more affordable than it actually was, while knowing that a drastic escrow shortage was inevitable. This practice created an artificial sense of affordability at closing but set me up for financial distress later when the tax increase took effect. \n\nThe Core Issue : Deceptive and Unfair Escrow Calculations This practice is both deceptive and predatory because : - Mortgage servicers know that property taxes will increase for new homebuyers but fail to account for it when setting up escrow accounts. \n- They deliberately use outdated tax rates from the previous homeowner instead of forecasting the reassessed rate, guaranteeing an escrow shortage. \n- They fail to properly disclose this to homebuyers, misleading them into thinking their mortgage payments will remain stable when they will, in fact, increase significantly. \n\nThis practice results in avoidable financial hardship, unexpected payment increases, and potential foreclosure risksall of which could be prevented if mortgage servicers accurately calculated escrow deposits using real-time property tax data. \n\nRequest for CFPB Action I am requesting that the CFPB investigate and take the following actions to prevent this harmful practice : XXXX ) Investigate Mortgage Servicer Practices- Review how servicers like NewRez calculate initial escrow payments for FHA loans. \n- Determine if the use of outdated tax rates at closing constitutes unfair or deceptive practices under consumer protection laws. \n\nXXXX ) Issue Guidance or Rulemaking - Require mortgage servicers to use the actual and expected property tax rates when calculating escrow payments. \n- If servicers are aware that property taxes will unlock, they should be required to account for the increase in the initial escrow deposit. \n\nXXXX ) Require Remediation for Homeowners - Provide financial relief for FHA loan borrowers impacted by escrow shortages due to these practices. \n- Homeowners should not be financially penalized for mortgage servicers ' failure to account for foreseeable tax increases. \n\nXXXX ) Enhance Disclosures at Closing - Require that borrowers receive a clear, written warning that property tax increases are expected due to reassessment or unlocking. \n- This disclosure should include an estimate of future mortgage payments to prevent financial shock. \n\nImpact on Homeowners This practice disproportionately harms first-time homebuyers, particularly those using FHA loans , who may not be aware of how property tax reassessments work. The financial consequences include : - Payment shock, as borrowers face sudden and drastic mortgage increases. \n- Escrow shortages, forcing homeowners to make unexpected lump-sum payments or deal with higher monthly payments. \n- Risk of foreclosure, as these unexpected financial burdens become unsustainable. \n\nFHA loans are designed to make homeownership affordable, but this escrow mismanagement undermines that goal by misleading borrowers about their true housing costs. \n\nRequested Resolution I am seeking : 1 ) Financial relief for the escrow shortages I have experienced.\n\n2 ) A CFPB investigation into NewRez LLC/Shellpoint Mortgage Servicings escrow handling. \nXXXX ) Stronger FHA guidelines to ensure borrowers are protected from deceptive escrow practices. \n\nThank you for your time and attention. I am happy to provide supporting documentation, including : My initial and final Closing Disclosures showing the deliberate underfunding of my escrow account. \n\nXXXX ) My correspondence with HUD, confirming that NewRez followed FHA guidelines but failing to address the deceptive nature of their escrow calculations. \nXXXX ) My escrow analyses from NewRez, showing how my property taxes and homeowners insurance increased each year, leading to an unavoidable financial burden. \n\nI urge the CFPB to take swift action to prevent mortgage servicers from misleading borrowers and creating financial instability through improper escrow calculations. \n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2025-02-28T17:31:47.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"482XX","tags":"Servicemember","has_narrative":true,"complaint_id":"12252871","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-02-28T17:12:43.000Z","state":"MI","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Subject : <em>Complaint</em> Regarding <em>Escrow</em> Calculation Practices for FHA <em>Loans</em> To Whom It May Concern at the Consumer Financial Protection Bureau ( CFPB ), I am writing to formally file a <em>complaint</em> regarding a systemic issue with <em>escrow</em> calculation practices for FHA <em>loans</em>. This issue affects not only my personal <em>mortgage</em> but also poses a significant financial risk to first-time homebuyers across the country."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[25.781523,"12252871"]},{"_index":"complaint-public-v1","_id":"2978690","_score":25.776035,"_source":{"product":"Mortgage","complaint_what_happened":"This complaint is for an incorrect duplicate payment of my real property taxes from escrow, which my mortgage servicer, Chase, has failed to promptly correct. My Chase loan number is XXXX, and my real property taxes are paid to XXXX County, Ohio. My XXXX County, Ohio, parcel number is XXXX. \n\nXXXX XXXX XXXX XXXX originated my conventional first mortgage in XX/XX/XXXX. XXXX XXXX  serviced my mortgage on behalf of XXXX XXXX through XXXX, XXXX. On or about XX/XX/XXXX, XXXX paid my real property taxes of {$2500.00}. This payment was for the second half of XXXX, due XX/XX/XXXX. \n\nXXXX XXXX XXXX XXXX sold the servicing of my mortgage to Chase, effective on or about XX/XX/XXXX. On or about XX/XX/XXXX, Chase made a duplicate tax payment to XXXX County, Ohio, for the same amount of {$2500.00} that XXXX had already paid in XX/XX/XXXX. This duplicate payment caused my Chase escrow balance to go negative. I found out about this duplicate payment when I received Chase 's mailed mortgage statement dated XX/XX/XXXX. I reported the error to Chase by phone on XX/XX/XXXX. \n\nWhen I called Chase, I was transferred to the tax service unit. It seems like Chase failed to load my escrow account history from my former servicer into its own system, because they had no record of the tax payment XXXX made XX/XX/XXXX. Instead, Chase said it was my job to prove to them that their payment was a duplicate. \n\nI have tried to fax a printout from my former servicer 's website to Chase, but the fax number Chase gave me does not work with the fax machine in my office. Chase would not give me any email address to send a PDF image of my former servicer 's printout. At this point I am forced to mail a copy of the printout to Chase, at my own expense. \n\nI am concerned that even if Chase does eventually realize they made an incorrect duplicate payment, and recover it from XXXX County, they will show an escrow shortage on my account and therefore raise my monthly escrow payment amount.","date_sent_to_company":"2018-07-31T18:47:57.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"44122","tags":null,"has_narrative":true,"complaint_id":"2978690","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2018-07-31T18:13:45.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This <em>complaint</em> is for an incorrect duplicate <em>payment</em> of my real property taxes from <em>escrow</em>, which my <em>mortgage</em> <em>servicer</em>, Chase, has failed to promptly correct. My Chase <em>loan</em> number is XXXX, and my real property taxes are paid to XXXX County, Ohio. My XXXX County, Ohio, parcel number is XXXX. \n\nXXXX XXXX XXXX XXXX originated my conventional first <em>mortgage</em> in XX/XX/XXXX. XXXX XXXX  <em>serviced</em> my <em>mortgage</em> on behalf of XXXX XXXX through XXXX, XXXX."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[25.776035,"2978690"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":915,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":915}]}},"product":{"doc_count":915,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":819,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":459},{"key":"FHA mortgage","doc_count":159},{"key":"VA mortgage","doc_count":99},{"key":"Conventional fixed mortgage","doc_count":33},{"key":"Other type of mortgage","doc_count":23},{"key":"Home equity loan or line of credit 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