{"took":277,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":95,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3183480","_score":28.315514,"_source":{"product":"Mortgage","complaint_what_happened":"Dear cfpb, COMPLAINT ID XXXX SUBMITTED ON XX/XX/2019 PRODUCT Mortgage ISSUE Trouble during payment process Unfortunately the respond coming from my Mortgage Company ( Dovenmuehle ) about my dispute is not correct, because I don't have an Issue ( Trouble during payment process ), and because they didn't addressed my issue about the Appraiser report mistakes, they just back and forth many times about I'm not qualify to remove the PMI now, which is I know that, but they still didn't want to go to the main issue ( the Appraiser Report ). So, please, if you could let them know about my concern. \n\nWith my all Appreciation. \n\nThanks. \n\nXXXX XXXX XXXX","date_sent_to_company":"2019-03-25T17:01:33.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"22033","tags":null,"has_narrative":true,"complaint_id":"3183480","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2019-03-18T21:53:12.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Dear cfpb, <em>COMPLAINT</em> ID XXXX SUBMITTED ON XX/XX/2019 PRODUCT <em>Mortgage</em> ISSUE <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> Unfortunately the respond coming from my <em>Mortgage</em> Company ( Dovenmuehle ) <em>about</em> my dispute is not correct, because I don't have an Issue ( <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> ), and because they didn't addressed my issue <em>about</em> the Appraiser report mistakes, they just back and forth many times <em>about</em> I'm not qualify to remove the PMI now, which is I know that, but they still didn't want to go to the"],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"company":["Dovenmuehle <em>Mortgage</em>, Inc."],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[28.315514,"3183480"]},{"_index":"complaint-public-v1","_id":"4722414","_score":22.62619,"_source":{"product":"Mortgage","complaint_what_happened":"Please refer to the details of the complaint sent originally listed below with the attached evidence. The complaint is about deceptive practices where their statement shakes the account past due and a payment for the same amount at the bottom of the page. We received 2 call from XXXX in Truist escalation area and I returned the call and spoke to XXXX XXXX and gave exact clarity on the issue being the statement and the XXXX area not being able to answer the questions about the statement and the payment shown at the bottom of the statements. Truist closed the complaint with responses to XXXX reporting, XXXX Chap XXXX and a late fee and never answered why their XXXX mortgage area is ill equipped to answer questions and why is was the balance showing past due on an account with the payment of the same amount showing the bottom. Based on XXXX this is a deceptive practice. I called Truist escalation today XX/XX/2021 at XXXX to ask about the complaint and why was it closed without addressing the deceptive practice and XXXX XXXX says the matter is closed so he has nothing to look at so he cant respond even after I mentioned that I was seeking an attorney to assist ( please listen to the call ) He suggested that I open another complaint. This is unacceptable from a customer experience, risk mitigation and management. How many clients is Truist deceiving. Please HELP Review the companys response to your complaint.\n\nThe company has responded to your complaint. Log in to the Bureaus secure website to review the companys response online. You can also review the companys response by phone with someone. \n\nThank you for participating in our complaint process. This complaint is now closed. \n\nCOMPLAINT ID XXXX SUBMITTED ON XX/XX/2021 PRODUCT Mortgage ISSUE Trouble during payment process","date_sent_to_company":"2021-09-15T17:43:47.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"30102","tags":"Servicemember","has_narrative":true,"complaint_id":"4722414","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2021-09-15T17:16:59.000Z","state":"GA","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 HELP Review the companys response to your <em>complaint</em>.\n\nThe company has responded to your <em>complaint</em>. Log in to the Bureaus secure website to review the companys response online. You can also review the companys response by phone with someone. \n\nThank you for participating in our <em>complaint</em> <em>process</em>. This <em>complaint</em> is now closed. \n\n<em>COMPLAINT</em> ID XXXX SUBMITTED ON XX/XX/2021 PRODUCT <em>Mortgage</em> ISSUE <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[22.62619,"4722414"]},{"_index":"complaint-public-v1","_id":"5444470","_score":22.441078,"_source":{"product":"Mortgage","complaint_what_happened":"Hello, FLAGSTAR BANK is repeating the exact error that I've already submitted to the CFPB - and the bank claimed to have resolved. \nHere is the 1st complaint filed and resolved 5 months ago to the day. \n\nXXXX XXXX XXXX XXXX XXXX XXXX mortgage Trouble during payment process FLAGSTAR BANK XX/XX/2021 Closed Company responded I have attached my original complaint and the resolution letter from FLAGSTAR BANK> I also included a snapshot of the new letter I received today - restarting this whole nightmare over again. \n\nI'm also submitting a new complaint that I have logged in and selected paperless delivery about 4 times yet I continue to receive a hard piece of snail mail, including statements, about every 3 days from FLAGSTAR BANK. I need the bank to implement paperless delivery as I have requested multiple times online.","date_sent_to_company":"2022-04-14T01:06:56.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"80231","tags":"Servicemember","has_narrative":true,"complaint_id":"5444470","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Flagstar Bank, N.A.","date_received":"2022-04-14T00:53:50.000Z","state":"CO","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":["Here is the 1st <em>complaint</em> filed and resolved 5 months ago to the day. \n\nXXXX XXXX XXXX XXXX XXXX XXXX <em>mortgage</em> <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> FLAGSTAR BANK XX/XX/2021 Closed Company responded I have attached my original <em>complaint</em> and the resolution letter from FLAGSTAR BANK> I also included a snapshot of the new letter I received today - restarting this whole nightmare over again."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[22.441078,"5444470"]},{"_index":"complaint-public-v1","_id":"2740969","_score":22.394989,"_source":{"product":"Mortgage","complaint_what_happened":"I was foreclosed on during remodification process. I was led to believe that I was being processed in XXXX with documentation from the servicer with contact numbers that would not except my calls or relay me to an extension of the rep. whom was handling my case when trying to contact and follow up. Ultimately I was given a 3 day notice of eviction by the Sheriff ( XXXX XXXX XXXX @ XXXX ). I had filed for bankruptcy protection and the law firm went to court to have it lifted as I was awaiting a modification. I later was informed by NACA ( 3rd party entity ) helping with the modification that the home had been sold in XXXX XXXX. It was XXXX when I received the modification documentation. I was receiving billing statements monthly throughout this year. \n\nThe servicer did not : Quickly resolve complaints and share information. \n\nHave and follow good customer service policies and procedures. \n\nContact you to help you when youre having trouble making your payments. \n\nWork with you, if you are having trouble paying your mortgage, before starting or continuing foreclosure. \n\nAllow you to seek review of the mortgage servicers decision about your loan workout request. \nI am now leaving the home with a XXXX and XXXX under XXXX  circumstances.","date_sent_to_company":"2017-11-29T17:29:38.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"39110","tags":null,"has_narrative":true,"complaint_id":"2740969","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ditech Financial LLC","date_received":"2017-11-29T17:02:16.000Z","state":"MS","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["The servicer did not : Quickly resolve <em>complaints</em> and share information. \n\nHave and follow good customer service policies and procedures. \n\nContact you to help you when youre having <em>trouble</em> making your <em>payments</em>. \n\nWork with you, if you are having <em>trouble</em> paying your <em>mortgage</em>, before starting or continuing foreclosure. \n\nAllow you to seek review of the <em>mortgage</em> servicers decision <em>about</em> your loan workout request. \nI am now leaving the home with a XXXX and XXXX under XXXX  circumstances."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[22.394989,"2740969"]},{"_index":"complaint-public-v1","_id":"2890093","_score":20.911255,"_source":{"product":"Mortgage","complaint_what_happened":"I was not able to check more then one complaint above but not only do i have had a issue with closing on mortgage but i have a complaint about the applying for the mortgage section box and the trouble during payment process box so i reached out to the owner of XXXX XXXX ( XXXX XXXX ) and he called me back and sounded surprised of the many complaints and requested i send a timeline of my complaints so he could investigate my file and promised he would call back in two day and a week later i reached back out to him and told him i was finally able to fix the credit issue and then his assistance called me and said they were glad i was able to get XXXX to fix the negative credit reporting they did nothing wrong and sometimes that happens and asked me if i was satisfied and i said no i want honest answers and understating of the many loan changes and the strong arm tactics used during my loan i truly feel they prayed on my bad credit and being a first time home buyer never having been threw a loan process of this magnitude and now looking back and trying to find a way of not feeling so violated by the games and tactics used by XXXX XXXX and who knows may have broken some federal or state laws ( but i'm  no lawyer i'm just a simple consumer ) and after being disregarded of my complaint i feel like i have duty to report my complaint and hope i can finally be heard and i can get some clear answers and hopefully prevent this from happening to some other poor soul and unexpecting consumer and all my dates, the full complaint, and the details of my loan and the evidence the proof and also i will add the complaint i have just filed with arizona department of financial institutions","date_sent_to_company":"2018-04-28T07:00:00.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"85282","tags":null,"has_narrative":true,"complaint_id":"2890093","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Moria Development, Inc.","date_received":"2018-04-28T00:59:08.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was not able to check more then one <em>complaint</em> above but not only do i have had a issue with closing on <em>mortgage</em> but i have a <em>complaint</em> <em>about</em> the applying for the <em>mortgage</em> section box and the <em>trouble</em> <em>during</em> <em>payment</em> <em>process</em> box so i reached out to the owner of XXXX XXXX ( XXXX XXXX ) and he called me back and sounded surprised of the many <em>complaints</em> and requested i send a timeline of my <em>complaints</em> so he could investigate my file and promised he would call back in two day and a week later i reached"],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[20.911255,"2890093"]},{"_index":"complaint-public-v1","_id":"1795665","_score":19.485312,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage company is actively trying to delay or block my home mortgage refinance with another company. I initiated a mortgage refinance with a broker in XXXX. The last step is for me to provide a 24 month verification of mortgage payments. I provided my broker with signed authorization to obtain this information on my behalf. The first request was on XXXX XXXX. After repeated requests for this information, the mortgage company still has not provided my broker with payment history, and even told them it may be after XXXX XXXX!!! My loan interest rate is locked in until XXXX XXXX, and I just received a letter stating that they received my request and that it would take place after XXXX XXXX. I may lose my loan interest rate and may even have to start the process over due to my mortgage company failing to fulfill my request withing the XXXX business day period they told me it would take when I inquired about if over the phone in XXXX. My broker urged me to file a complaint and stated that this activity is illegal. The request for mortgage payment history should not be delayed for months. I have been having trouble with my mortgage company improperly handling situations for years now. In XXXX I applied for a mortgage loan modification after the economy downturn, I was unable to afford the extremely high payments for a house that lost half it 's value. My mortgage company dragged it 's feet until I finally had to file for bankruptcy in XXXX. During my bankruptcy planning process, the mortgage company finally sent me documentation approving my loan modification. I decided to file chapter XXXX instead of chapter XXXX because I believed that they were acting in good faith. This proved to be a mistake. After I met all the qualifications during the 3 month trial period for the loan modification, I heard nothing from my mortgage company. I called to find out why my modification had not been finalized. My loan specialist advised me to keep making the new lower modified payment until they were able to find out why the process was not complete. This went on for 7 months and then I was told suddenly with no reason at all that the mortgage company was not going to do the modification and that I am now way behind on my mortgage due to paying the lower amount that they advised me to do. I believe they fraudulently sent me approval for loan modification that they had no intention of fulfilling so that I would not file chapter XXXX and they would be stuck with the house. I would have filed chapter XXXX if they had not sent me loan modification approval. My mortgage company continues to petition the court to modify the loan amount I agreed to in my bankruptcy plan. I do n't see how they are able to do this without my approval or agreement. They even advised me over the phone that there is a motion to dismiss the bankruptcy so they can continue collection activities, even though I am still under bankruptcy protection. I do n't know where else to turn for help against them. I have attempted to contact an attorney, but am having difficulty determining what type of lawyer handles these types of cases and could give me advise.","date_sent_to_company":"2016-02-19T15:44:04.000Z","issue":"Application, originator, mortgage broker","sub_product":"FHA mortgage","zip_code":"30294","tags":null,"has_narrative":true,"complaint_id":"1795665","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2016-02-19T15:44:03.000Z","state":"GA","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 may lose my loan interest rate and may even have to start the <em>process</em> over due to my <em>mortgage</em> company failing to fulfill my request withing the XXXX business day period they told me it would take when I inquired <em>about</em> if over the phone in XXXX. My broker urged me to file a <em>complaint</em> and stated that this activity is illegal. The request for <em>mortgage</em> <em>payment</em> history should not be delayed for months."],"product":["<em>Mortgage</em>"],"issue":["Application, originator, <em>mortgage</em> broker"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[19.485312,"1795665"]},{"_index":"complaint-public-v1","_id":"9135112","_score":18.972652,"_source":{"product":"Mortgage","complaint_what_happened":"The Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681 Every time we call we get a different representative that has no knowledge of our account or whats going on with our account just whats on the screen in front of them no notes on the account so called left by the previous agent weve spoken with so weve been dealing with this issue for a whole year now this company doesnt take any kind of accountability on their screwup, but they continue to rest solely on us blaming us. Ruining our credit by false accusations, misleading information, and false claims And disorganized payment processing. They can not explain or articulate how we went from being a month ahead on our account for the last 5 to 6 years to falling behind a month starting back in XXXX XXXX XXXX. Because of their negligence, so as the consumer, we get treated very disingenuous damage credit report that enable us to go anywhere else to get a mortgage from someone else because of there derogatory reporting To the credit agencies and we continue to have problems with this company and we set up a payment arrangement to get the account back on track but they continue to screw things up and report us as being late even though they get a payment that we call in and make for the last 6 months but they still continue to give us harassing calls at our work place not soon after they just got a payment over the phone and to make matters worse, they send strange people out to our residence to see if were still living at the property in which is very contradicting when you call over the phone and speak with a representative in making a payment you have to verify that youre still living at the property!!!!!\n\nAnd furthermore you can see Truth to my claim Mr Cooper has a B- rating with the XXXX XXXX XXXX XXXX , but it is not accredited. In 2021, the Consumer Financial Protection Bureau received XXXX mortgage-related complaints about Mr. Cooper. The most common were related to trouble during the payment process and application process and struggling to make payments.","date_sent_to_company":"2024-06-03T15:22:37.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"768XX","tags":null,"has_narrative":true,"complaint_id":"9135112","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2024-05-30T19:22:35.000Z","state":"TX","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["In 2021, the Consumer Financial Protection Bureau received XXXX <em>mortgage</em>-related <em>complaints</em> <em>about</em> Mr. Cooper. The most common were related to <em>trouble</em> <em>during</em> the <em>payment</em> <em>process</em> and application <em>process</em> and struggling to make <em>payments</em>."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[18.972652,"9135112"]},{"_index":"complaint-public-v1","_id":"12007200","_score":18.890165,"_source":{"product":"Mortgage","complaint_what_happened":"I am writing to file a formal complaint about an issue with my mortgage company that has resulted in incorrect late payments being reported on my credit report. I have been paying my mortgage on time for over with no issues, but recently, due to personal circumstances, I have encountered a situation that I need help resolving. \n\nIn early 2024, I began providing care for my brother after he returned home from XXXX  XXXX  and was injured. Due to the level of care he required, I eventually lost my job, and I began seeking assistance for caring for him. Before his passing, I called my mortgage company to explain my financial hardship and asked for assistance with my mortgage payments. The company took all of my information and assured me that they would send me something in the mail, but I never received any correspondence from them. \n\nWhen I followed up, I was given more options by another representative. This person informed me that they would call me on a Monday if they needed more information, and I was under the assumption that I was enrolled in the program they offered to assist with mortgage payments because they never called for more information. This program would have allowed me to roll over the missed payments to the end of the loan and make me current, and it was supposed to prevent any late fees or negative reporting to my credit. \n\nUnfortunately, the situation became overwhelming, and I ultimately had to sell my home. During the sale process, I was called by the mortgage company and they informed me that the mortgage company had never completed the necessary paperwork for my hardship assistance. They needed to ask me some questions to close the case and cover themselves so they do not get in trouble for leaving the case open. I was confused and frustrated by this, especially since I had been led to believe that the issue was being handled appropriately. \n\nAs a result, I now have three late payments reported on my credit, which is extremely upsetting, as I have never had anything negative on my credit report in over 30 years. I have reached out to the mortgage company to explain the situation, but they have told me that the late payments are accurate and will not be removed. \n\nI have also written goodwill letters and contacted the companys legal department, but they have refused to assist in removing the late payments. I am requesting that these late payments be removed from my credit report, as they were caused by miscommunication and a failure on the part of the mortgage company to properly process my hardship paperwork. \n\nI understand that I can only follow the instructions I am given as a customer, but I feel that I have been misled and treated unfairly throughout this process. I would appreciate any assistance you can provide in helping me resolve this issue and have these late payments removed from my credit report.","date_sent_to_company":"2025-02-09T19:51:22.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"19720","tags":null,"has_narrative":true,"complaint_id":"12007200","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2025-02-09T19:27:24.000Z","state":"DE","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["I am writing to file a formal <em>complaint</em> <em>about</em> an issue with my <em>mortgage</em> company that has resulted in incorrect late <em>payments</em> being reported on my credit report. I have been paying my <em>mortgage</em> on time for over with no issues, but recently, due to personal circumstances, I have encountered a situation that I need help resolving. \n\nIn early 2024, I began providing care for my brother after he returned home from XXXX  XXXX  and was injured."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[18.890165,"12007200"]},{"_index":"complaint-public-v1","_id":"9733764","_score":18.045078,"_source":{"product":"Mortgage","complaint_what_happened":"I am writing to formally lodge a complaint against XXXX XXXX, a Loan Consultant Associate at XXXX XXXX  ( XXXX XXXX XXXX XXXXXXXX ), with XXXX XXXX : XXXX. My recent interactions with XXXX XXXX during my mortgage application process have raised significant privacy and ethical concerns. \n\nOn XX/XX/XXXX and XXXX, XXXX, while attempting to finalize my mortgage application via email, XXXX XXXX provided incorrect information regarding the XXXX XXXX loan requirements. Despite clear evidence and guidance from other Ally loan consultant associates, she refused to correct her erroneous assertions. Her insistence on incorrect guidelines, despite confirmation from XXXX different Ally agents that a XXXX XXXX payment on an income-based repayment plan with documentation is sufficient to proceed, not only impeded my application process but also effectively barred me from eligibility for the loan. It is troubling that a licensed loan consultant is providing incorrect information to potential buyers, which not only undermines the integrity of the loan process but also unfairly disadvantages applicants who are otherwise eligible. \n\nSubsequently, I was pre-approved for the XXXX XXXX loan by my designated loan officer, which underscores that XXXX XXXX XXXX information was inaccurate and misleading. \n\nMoreover, XXXX XXXX 's conduct raises serious concerns about privacy and ethical standards. Her statement in our heated emails that she would \" continue to follow [ my ] application to see how far this goes, '' despite not being my loan officer, represents an unauthorized and invasive involvement in my personal information. This inappropriate monitoring and handling of my application process, combined with her refusal to rectify her mistakes, not only makes me feel unsafe but constitutes a significant ethical violation. Additionally, XXXX XXXX concerningly brought up my children in our email exchanges, a topic I had not shared with her and which is not pertinent to our conversation. This unwarranted mention further adds to my concerns about her handling of my personal information. \n\nI am seeking your urgent assistance to address these issues and ensure that appropriate action is taken. I would appreciate your review of this matter and guidance on the next steps. Thank you for your attention.","date_sent_to_company":"2024-08-08T00:54:23.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"996XX","tags":null,"has_narrative":true,"complaint_id":"9733764","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2024-08-08T00:20:06.000Z","state":"AK","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 application process"},"highlight":{"complaint_what_happened":["I am writing to formally lodge a <em>complaint</em> against XXXX XXXX, a Loan Consultant Associate at XXXX XXXX  ( XXXX XXXX XXXX XXXXXXXX ), with XXXX XXXX : XXXX. My recent interactions with XXXX XXXX <em>during</em> my <em>mortgage</em> application <em>process</em> have raised significant privacy and ethical concerns. \n\nOn XX/XX/XXXX and XXXX, XXXX, while attempting to finalize my <em>mortgage</em> application via email, XXXX XXXX provided incorrect information regarding the XXXX XXXX loan requirements."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["Trying to communicate with the company to fix an issue with the application <em>process</em>"]},"sort":[18.045078,"9733764"]},{"_index":"complaint-public-v1","_id":"5770176","_score":17.871399,"_source":{"product":"Mortgage","complaint_what_happened":"Prior complaints that have been closed without sending to company for answers are : XXXX XXXX Also filing a complaint with the XXXX XXXX for the CFPB for deleting I wish to report and file complaints on employees XXXX in the XXXX XXXX IA XXXX XXXX XXXX XXXX Lead Escalations XXXX XXXX and XXXX XXXX Case Specialist for transacting with me as a mortgage customer XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \nI further wish to discredit the business practices of Wells Fargo that are continuously riddled with lack of integrity, underhanded, and deceitfulness that constantly subject them to investigations and fines - internally and externally - including fake account scandals, falsification of internal interviews, anti-money laundering, failure to pay imposed fines, lending practice violations, and the list goes on. \nWhy should an institution like this be allowed to operate and why am I being held XXXX as their customer? No person in their right mind would ask a convicted XXXX  XXXX to baby sit for them and that is exactly what I am being subjected to as a customer by their refusal to allow my loan to be serviced by another company with scruples and integrity. They should not be ( https : //www.consumerfinance.gov/ ) Submit a complaint / Complaint filed PRODUCT OR SERVICE Mortgage TYPE Conventional home mortgage ISSUE Trouble during payment process CONCERNED ABOUT FORECLOSURE? \nNo HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? \nYes MISSED PAYMENTS? \nNo allowed to service any loans given the historical track record and treatment of customers and employees alike. \nI am amazed to find that once I filed previous complaints on this institution that to cover their XXXX they completed reviews all of my accounts, past and present, and started \" finding '' money that was due to me, even so small as sending me a check to cover less than {$3.00} in overcharged interest, that was rounded up to {$5.00} as a courtesy, on a loan had been satisfied for over 15 years ... .why? STANDARD BUSINESSOPERATION PRACTICES OF WELLS FARGO ... HIDE EVERYTHING AND DO NOTHING UNTILCAUGHT AND THEN COVER OUR XXXX. Why in XXXX 's name is this institution allowed to operate on an ongoing basis? over $ XXXX in fines and violations in the past 22 years and over XXXX violations and convictions.","date_sent_to_company":"2022-07-14T14:31:09.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33909","tags":"Servicemember","has_narrative":true,"complaint_id":"5770176","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-07-14T14:14:46.000Z","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":["They should not be ( https : //www.consumerfinance.gov/ ) Submit a <em>complaint</em> / <em>Complaint</em> filed PRODUCT OR SERVICE <em>Mortgage</em> TYPE Conventional home <em>mortgage</em> ISSUE <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> CONCERNED <em>ABOUT</em> FORECLOSURE? \nNo HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? \nYes MISSED <em>PAYMENTS</em>? \nNo allowed to service any loans given the historical track record and treatment of customers and employees alike."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[17.871399,"5770176"]},{"_index":"complaint-public-v1","_id":"18126939","_score":17.77735,"_source":{"product":"Mortgage","complaint_what_happened":"SAME UNFAIR OR DECEPTIVE ACTS OR PRACTICES ( UDAAP ) XXXX VA mortgage Trouble during payment process XXXXXXXX XXXX/LAKEVIEW SERVICING, LLC XX/XX/XXXXXXXX  Consumer Financial Protection Bureau XXXX XXXX XXXX Washington , DC XXXX CFPB XXXX XXXX Reporting UDAAP ( Unfair, Deceptive or Abusive Acts or Practices ) DOD FRANK ACT 12 USC 5531and Section 5536 Contacted the Veterans Administration ( VA ) on Friday XXXX XX/XX/XXXXXXXX  about Mortgage Confusion to avoid foreclosure. XXXX XXXX XXXX XXXX  Foreclosure letter received XXXX. XXXX XXXX XXXX XXXX  Foreclosure XXXX XXXX - Attorney Appointment on Wednesday, XX/XX/XXXX. ( XXXX XXXX received ). Contacted XXXX  XXXX ( XXXX ) XXXX ( No help ) on Wednesday, XX/XX/XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX on Friday, XX/XX/XXXXXXXX  asking for help given Same numbers XXXXXXXX XXXX XXXX Foreclosure Mediation Program and XXXX which still offered no help. Reached out to the VA again on Wednesday, XX/XX/XXXXXXXX  a XXXX and a XXXX responded with no guidance or help. ( Assistants to XXXX XXXX and XXXX respectively. ). \n\nReached out to XXXX who no longer works with Foreclosure Mediation on Wednesday, XX/XX/XXXX. On XX/XX/XXXXXXXX  asked XXXX and XXXXXXXX XXXX XXXX XXXX Representatives for a Mortgage Payoff Request, no response. Friday, XX/XX/XXXX XXXX XXXX Foreclosure Mediation Program received e-mail from HUD Housing Counselor XXXX XXXX XXXX from XXXX. Acknowledged on Monday, XX/XX/XXXXXXXX  speaking with her on this date. XX/XX/XXXXXXXX  hearing Judge ordered XXXXXXXX XXXX XXXX XXXX XXXX ( XXXX ) Attorney at XXXX XXXX XXXX XXXX XXXX ordered to carbon copy court due to we were having trouble contacting and communicating with XXXX XXXX XXXX XXXX  and its representatives. E-mail sent with proof of reinstatement payment on Monday, XX/XX/XXXXXXXX  to court, attorneys and CEDA HUD Housing Counselor. Fax sent successful on Tuesday, XX/XX/XXXXXXXX  about foreclosure and mortgage confusion, no response. \nE-mail sent to CEDA HUD Housing Counselor on Monday, XX/XX/XXXXXXXX  about lack of proper communication from XXXX XXXX XXXX XXXX. We paid over {$25000.00} in reinstatement amount due with no receipts, communication nor letter. \n\nWe attempted to reach out on XXXX XXXX XXXX XXXX  mortgage portal messages several times to no avail to pay our mortgage and their legal representative. They uploaded statements late and did not respond to our request for current mortgage amount or reinstatement letter confirmation. \n\nWe did not receive proper due diligence from XXXXXXXX XXXX XXXX Foreclosure Mediation Program or the HUD Approved Housing counselor the services stated on their website. Please see below. \n\nServices Offered by XXXX XXXX XXXX  Foreclosure Mediation Program : Legal Assistance : Homeowners can access free legal advice and representation to help them understand their rights and options during the foreclosure process. \n\nMediation Services : The program provides mediation sessions where homeowners can negotiate directly with their lenders to find mutually agreeable solutions, such as loan modifications or repayment plans. \n\nHousing Counseling : Participants can receive counseling to assess their financial situation, explore alternatives to foreclosure, and prepare necessary documentation for mediation. \n\nHelp line : A dedicated Help line is available for homeowners to get immediate assistance and information about the program. \n\nXXXX HUD Approved Housing Counseling : During the counseling process you can expect : Review of your financial situation and hardship Budget preparation Development of an action plan based on your individual needs Negotiations with your lender to find a solution Follow up and housing and budget information We have been trying to get answers to no avail and the e-mails and correspondence we sent are to numerous to upload as well as the documents removed from the message inbox and the contradictory uploaded documents from XXXX XXXX XXXX XXXX but can be provided it needed. \n\nWe would like to ascertain if Lakeview Servicing , LLC and its subsidiaries are license, able to conduct business in Illinois, and have the right to foreclose since no affidavit nor proof was given during the foreclosure proceedings. \n\nOur Rights that were not honored. \n\nService of Process. Failure of proper service can defeat a foreclosure action, as every litigant has a constitutional due process right to proper notice. A lender may obtain proper service of process by serving either the borrower or, any individual, age of XXXX or above, that resides at the property ( often referred to as substitute service ). If the process server can not serve the defendant personally ( or obtain substitute service ), the lender may submit an affidavit to the court in support of the service by publication in a local newspaper. Notice of the publication must then be sent to the last known address of the borrower. The county sheriff serves the borrower with a copy of the summons, complaint together with a Homeowner Notice, advising the borrower of mitigation rights including reinstatement and redemption. Improper service may nullify a foreclosure judgment as well as a foreclosure sale, including a subsequent real estate owned sale ( REO ). \n\n\nWe attempted to respond to the foreclosure but we were unable to file and answer due to XXXX XXXX XXXX XXXX did not allow us to file. We notified court to no avail. Filing an answer and appearance. Within 30 days of being served, the borrower must respond by filing an appearance and must file an answer or otherwise plead, typically filing motions to address any procedural or substantive flaws in the complaint. Assuming the borrower fails to succeed in attacking the complaint, the borrower must then file an answer to the complaint including raising any affirmative defenses or counterclaims. \n\nThe Bank Didnt Follow State Procedures The foreclosure process is complicated and time-consuming ; oftentimes, that leads to errors. If the bank or other lender didnt follow XXXX XXXX XXXX Florida foreclosure procedures, you might have a good case for stopping the foreclosure. \n\nThe Mortgage Servicer Made Mistakes Mortgage services can make mistakes when handling homeowners accounts. Here are some of the most common mistakes to look out for : Dual tracking, which means pursuing foreclosure at the same time a different loan modification is pending Sending your mortgage payments to the wrong party Overstating the amount of money you owe for your mortgage payments Imposing excessive fees for late payments that werent stipulated in the mortgage contract. Reinstatement fees added we know the Mortgage Servicer and its representatives did not pay.\n\nWe believe the mortgage servicer made these or other mistakes, The Foreclosing Party Lacks Standing The foreclosing party is the entity that owns your loan. If the lender can not provide clear proof of ownership, they lack the legal standing to foreclose on your home. Without this proof, the foreclosure process can not proceed. \n\n\nThis issue arises frequently because banks often bundle loans together and sell them to other financial institutions or investors. As a result, tracking down the current owner of your specific loan can become complicated, leaving room for challenges in the foreclosure process. \n\nIllinois The Foreclosing Party Lacks Standing In Illinois, the foreclosure party must demonstrate standing to proceed with the foreclosure process. This involves proving possession of the original promissory note and providing proper documentation of any assignments or transfers of the mortgage. If the foreclosure party fails to meet these requirements, they may be challenged in court, potentially leading to a dismissal of the foreclosure action. \n\n\nAdditional Foreclosure Defenses We believe the lender violated federal regulations if you have a VA, USDA, or FHA loan. \nYou never received a breach of contract letter from the lender informing you of the violation of your mortgage contract or deed of trust. \n\nDue to our limited resources and Lakeview Servicing, LLC and its Subservicers utilizing Unfair or Deceptive Acts or Practices ( UDAAP ) under Section 5 of the Federal Trade Commission Act ( FTC Act ) as well as Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) pursuant to the Dodd-Frank Wall Street Reform and Consumer Protection Act ( Dodd-Frank Act ). Our precious home is now in foreclosure ( XXXX XXXXXXXX XXXX XXXXXXXX ) XXXX \n\nWe are writing to formally report and express serious concern regarding the conduct of Lakeview servicing, LLC and its subservicer, who are debt collectors acting as a mortgage servicing entity currently managing VA-backed home loans. Based on our experiences and supporting documentation, We believe Lakeview Servicing, LLC and its subservicers are engaging in deceptive, unethical, and potentially unlawful practices that directly harm veterans and violate the principles of the VA Loan program. \n\nThe issues include, but are not limited to : Misapplication of payments and unexplained fees Inaccurate account statements and failure to provide timely disclosures Threats of foreclosure despite compliance with payment obligations Obstruction of communication and refusal to resolve disputes Slow Responses and mis-communication with reinstatement payments creating and undue hardship. \n\n\nThese actions have caused significant financial and emotional duress and appear to be part of a broader pattern of misconduct targeting veterans who rely on the protections afforded by their VA Benefits.\n\nWe respectfully urge your office to investigate this matter with urgency. We are prepared to provide documentation, correspondence, and any other materials necessary to support a formal inquiry. \n\nOur foreclosure process was before the XX/XX/XXXXXXXX  loan modification closures and we were reporting all efforts to rectify this situation to the VA loan representatives a few years before. Veterans deserve better! We earned our benefits through service and sacrifice, and we should not be subjected to predatory behavior under the guise of mortgage servicing. \n\nThank you for your attention to this important matter and grave concern.","date_sent_to_company":"2025-12-05T00:03:57.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"60616","tags":"Servicemember","has_narrative":true,"complaint_id":"18126939","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LAKEVIEW LOAN SERVICING, LLC","date_received":"2025-12-04T23:08:05.000Z","state":"IL","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":["SAME UNFAIR OR DECEPTIVE ACTS OR PRACTICES ( UDAAP ) XXXX VA <em>mortgage</em> <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> XXXXXXXX XXXX/LAKEVIEW SERVICING, LLC XX/XX/XXXXXXXX  Consumer Financial Protection Bureau XXXX XXXX XXXX Washington , DC XXXX CFPB XXXX XXXX Reporting UDAAP ( Unfair, Deceptive or Abusive Acts or Practices ) DOD FRANK ACT 12 USC 5531and Section 5536 Contacted the Veterans Administration ( VA ) on Friday XXXX XX/XX/XXXXXXXX  <em>about</em> <em>Mortgage</em> Confusion to avoid foreclosure."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[17.77735,"18126939"]},{"_index":"complaint-public-v1","_id":"9647981","_score":17.721653,"_source":{"product":"Mortgage","complaint_what_happened":"Failed to Identify and Honor Transferred Loan Modification Agreements failed to identify in-flight modifications, it wrongfully denied borrower of applying for loan modification when I simply called the mortgage company to ask about information about that and what that entailed in no way did I want to sign up for it I was given misleading information about steps of hardship as well as had hardship customer service representatives apply for mortgage assistance assistance on my behalf without my knowledge and signing documents that I did not submit to my mortgage company Told me about all terms of modifications And automatically took it upon themselves to sign me up for this without giving me all the information of the changes that would be made in my loan. It took three representatives to figure out why someone had signed up for modification coming to find out that it was due to a prior transfer between XX/XX/XXXX and XX/XX/XXXX to national XXXX XXXX this was not the first time XXXX XXXX and I believe fraudulent Company called me trying to ask me for personal information to make a payment saying they took over my loan on my credit report it showed that my mortgage loan was paid off after looking further into it after XXXX of this year And that I was forced into loan modifications or made permanent modifications to borrower loans only after significant delays beyond the period provided for in the trial modification agreements. \nIm asking XXXX to review loan to which it acquired great loss and forced review identified a with pending trial loan modifications that they did timely converted into permanent status and Miss allocated bank funds as well as several mishandling of return payments according to payment history that my bank has no record of or refund for then accepting re-issued payment and applying only XXXX of XXXX payments each time which happened countless times. There is huge errors in allocation of or distribution of hazard insurance funds for what purposes Im unsure there was money held in suspense There is mistakes between my statements my payment history that I see on my online portal and public record payment history for the term of my loan from XXXX to current. \nBoth cross-country mortgage and national mortgage XXXX XXXX made modifications and miss leading changes and supplied misleading or no information regarding their dealings with the loan modifications which caused great financial distress to me I would like the bureau to take action in compensating me and fixing all the errors and removing {$85000.00} they say I owe them which is incorrect How can I have a lien on my house and forced into a permanent modification when I never even signed up for XXXX in the first place theyre taking proceedings to move into foreclosure without even having signed documents by me or with my knowledge but they personally filled out these documents or someone did and e-filed them with the company on my behalf without my knowledge all in violation of the Law and my XXXX XXXX \n\n\nPrevious complaint filed XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Mortgage ISSUE Trouble during payment process Log in to track your complaint First time logging in? Set up your password I am updating it because that is not what I wrote on my complaint it is missing or has removed verbiage and information showing legal reason for my complaint. \nThere is many more details in regards to the handlings and miss handlings due to the leakage of my personal information between cross-country XXXX XXXX and national mortgage which may be the cause of so much confusion between me and the lender this has to be worked on with me and the lender. \n\nAnd we have to come to some kind of agreement because I am not gon na be held responsible for someone doing something fraudulently which which with that causes the mortgage company to handle my or miss handle my loan based on fraudulently submitted information which caused great financial distress and communication must be done or Monetary compensation is requested","date_sent_to_company":"2024-07-29T19:21:48.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"94403","tags":null,"has_narrative":true,"complaint_id":"9647981","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CrossCountry Mortgage LLC","date_received":"2024-07-29T18:30:16.000Z","state":"CA","company_public_response":null,"sub_issue":"Changes in loan terms during the application process"},"highlight":{"complaint_what_happened":["in the first place theyre taking proceedings to move into foreclosure without even having signed documents by me or with my knowledge but they personally filled out these documents or someone did and e-filed them with the company on my behalf without my knowledge all in violation of the Law and my XXXX XXXX \n\n\nPrevious <em>complaint</em> filed XXXX SUBMITTED ON XX/XX/XXXX PRODUCT <em>Mortgage</em> ISSUE <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> Log in to track your <em>complaint</em> First time logging in?"],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"company":["CrossCountry <em>Mortgage</em> LLC"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["Changes in loan terms <em>during</em> the application <em>process</em>"]},"sort":[17.721653,"9647981"]},{"_index":"complaint-public-v1","_id":"3314999","_score":17.245798,"_source":{"product":"Mortgage","complaint_what_happened":"Consumer Financial Protection Bureau Submit a complaintComplaint filed Your complaint Complaint Number XXXX Step 1 What product or service is your complaint about?\n\nPRODUCT OR SERVICE Mortgage TYPE Conventional home mortgage Step 2 What type of problem are you having? \n\nISSUE Trouble during payment process HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? \nYes Step 3 What happened? \n\nWe got in to a predatory lending .We got the home in XXXX for XXXX paying XXXX XXXX XXXX XXXX a month we been ask for a mod but in XXXX the rear was XXXX the home they started to foreclosure on it I filed a bankruptcy to stop and keep ask for a mod they told me to pay XXXX I pay it for 3 months then the cont. to persuade the foreclosure and refuse take the next month in XXXX they file again I filed a bankruptcy again the start cont to file and then in XXXX while Im still ask for the mod we keep filling bankruptcy and keep asking for the mod summit document after documents no answer we never had a day in court because we in bankruptcy the bankruptcy was discharged in XX/XX/XXXX and the court give them a sale date for XX/XX/XXXX now the home is to be for sale on that date the home has change lender able loan serving, littion loan services, ocwen loan serving now PHH loan servicing and they just send me help paperwork out XX/XX/XXXX and I just get home for the hospital try contact the wit HUD counselor On today and they refuse to help the still say we own XXXX in rears and we never pay or their no loan of a payment of XXXX it was XXXX and the give us a loan mod for XXXX at 2 percent and they send out a letter tell us we at the lost amount we never received anything form the but foreclosure paperwork and we was not in predatory lending they still say we own XXXX and they did receive some payment and keep say XXXX payment I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. \n\nThe CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps. \n\n\n\n\n\n\nWhat would be a fair resolution to this issue? \n\nStop the foreclosure and the sale date and review they account and place us on that XXXX loan mod they say we was given, and tell us how they going file foreclosure with a four year old file with the same people or give us our date in court because in XXXX the case was to be close do to no active on the case and the people that foreclosure on received some payments in XXXX form us after a couple months later they refuse to take our payment a payment in XXXX and the keep refuse payment after some months Step 4 What company is this complaint about? \n\nCOMPANY INFORMATION PHH MORTGAGE SERVICES ACCOUNT NUMBER XXXX Step 5 What people are involved? \n\n\nYOUR CONTACT INFORMATION XXXX XXXX XXXX XXXX ADDITIONAL PERSON 'S INFORMATION XXXX XXXX XXXX XXXX XXXX ALLOW THIS PERSON ACCESS TO THE COMPLAINT? \nYes About us The CFPB is an independent federal agency built to protect consumers. We write and enforce rules that keep banks and other financial companies operating fairly. We also educate and empower consumers, helping them make more informed choices to achieve their financial goals.","date_sent_to_company":"2019-07-23T07:41:14.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"20747","tags":null,"has_narrative":true,"complaint_id":"3314999","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2019-07-23T03:16:36.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Consumer Financial Protection Bureau Submit a <em>complaint</em><em>Complaint</em> filed Your <em>complaint</em> <em>Complaint</em> Number XXXX Step 1 What product or service is your <em>complaint</em> <em>about</em>?\n\nPRODUCT OR SERVICE <em>Mortgage</em> TYPE Conventional home <em>mortgage</em> Step 2 What type of problem are you having? \n\nISSUE <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? \nYes Step 3 What happened?"],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[17.245798,"3314999"]},{"_index":"complaint-public-v1","_id":"6843000","_score":16.611105,"_source":{"product":"Mortgage","complaint_what_happened":"This is my second time filing the complaint against Wells Fargo Mortgage Company because this company is the one got us in trouble, and refusing to communicate with us for more than two years.\n\nThis is what happened : During pandemic, the Wells Fargo Mortgage company reached out and offered me mortgage assistance with forbearance for a couple of months. \n\nBy the end of the forbearance, they told me to pay all of the amount together for the months that I was putting on forbearance. \n\nIf they had explained to me that was going to happened, I would never taken their forbearance program. \n\nThen they default my loan and threaten me with foreclosure process on my property. \n\nThe information on their website is never the same with what they said or display on the automatic machines. \n\nThey froze my account and I couldn't continue to pay for my mortgage even though I was able to pay monthly payments. \n\nWells Fargo Mortgage never explains anything going on with my property. I was passed around more than twenty two customers during the period of two years, and no one could answer anything.\n\nSuperior Court of XXXX XXXX was the one told me that there is fraud activity on my mortgage loan, and suggested me to get a lawyer. \n\nThey sent out letters and letters to the house, but when we called, they never have answers for our questions, including upper management team. \n\nI bought my house in 2012, with the kids ' dad I was married to him until before pandemic took place. \n\nI was the one paying for the mortgage since 2012, but Wells Fargo did not care who was paying as long as someone was paying. \n\nWells Fargo got me into this mess with their forbearance program because I was able to pay monthly until they put me into their assistant program. \n\nI did not needed their help, and I still do not want their help, but they are dishonest people that want to take away a house that my ex- husband and I bought for our children. \n\nAbout this complaint is : I bought my house for around {$450000.00} in 2012. We have been paying consistently until pandemic took placed, where Wells Fargo came to us with forbearance program. \n\nWells Fargo Mortgage did not help anything with the mortgage loan, and stopped the access to make payment on the loan. I couldn't log on to the website, and the checks were returned. \nNow my family and I want to save our property from Wells Fargo, and asked for the pay off amount, no one wanted to answer me. \n\nwhen I called the last time to XXXX XXXX ( Executive Office Case Specialist ) for pay off amount to save my house, she told me she did not want to talk to me because I was not on the title. I don't understand why she refused to tell me the pay off amount to save my own home. If I want to help pay off someone's loan ( for parents, or my kids, or my best friend ), why should it matter that my name is on the tile of the loan? Now, as you requested, I am on the title of the loan legally. I have told you it was in the process, and you have not bothered to talk to me about the loan. \n\nMy ex- husband gave authorized solely to me on the title as of today, and my documents are on the way to Wells Fargo as well, so that they can no longer Not answer my questions ( what I hope, but I know they will be the same ). \n\nI want Well Fargo Mortgage to answer me why I have to pay around {$460000.00} for my house when I bought my house for around {$450000.00} in 2012. The amount on the website says my pay off amount is around {$300000.00}. When my lawyer asked for the amount in document of pay off amount on XX/XX/XXXX, is far more than what I have purchased in 2012. \n\nI know why. You added all these fees when you put a stop on my loan account and now is exceeded to {$460000.00}. You put me into a situation that I have no way out. \n\nHow is that possible? We were paying for almost 10 years on our home consistently. All those years that we made payments were never put into our loan then? \n\nI am doing this complaint for my XXXX kids. This is their childhood home, and my daughter has two more years to graduate from high school, and now I do know what I have to tell her about her living situations because of Wells Fargo Mortgage Company. \n\nI know they never answer our questions or have any solution for their customer. \nI have XXXX trust in them, and zero believe in them. For them to come and shake our family like this is inhuman. This house is my kids ' heart, and future, and created with love, blood and sweat. \n\nI just want to pay what I own ( the actual honest amount, not they added up all extra fees ), and I do not want to deal with them ever. \n\nAnd I know I am not the only victim, and they have not stopped what they have been doing for years on hard working parents like me and many others. \n\nThis has to stop. \n\n*I have attached the documents of the title of my house with my name on it.","date_sent_to_company":"2023-04-15T06:15:48.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"92880","tags":null,"has_narrative":true,"complaint_id":"6843000","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-04-15T04:32:31.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["This is my second time filing the <em>complaint</em> against Wells Fargo <em>Mortgage</em> Company because this company is the one got us in <em>trouble</em>, and refusing to communicate with us for more than two years.\n\nThis is what happened : <em>During</em> pandemic, the Wells Fargo <em>Mortgage</em> company reached out and offered me <em>mortgage</em> assistance with forbearance for a couple of months. \n\nBy the end of the forbearance, they told me to pay all of the amount together for the months that I was putting on forbearance."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[16.611105,"6843000"]},{"_index":"complaint-public-v1","_id":"8767112","_score":15.937841,"_source":{"product":"Mortgage","complaint_what_happened":"Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against XXXX XXXX, Senior Consultant at American Financing Corporate, regarding the handling of my recent mortgage refinance process. My experience with XXXX XXXX was deeply disappointing and left me feeling frustrated and financially burdened. \n\nThroughout the nearly seven-month-long refinance process, I encountered significant challenges in communication and responsiveness from XXXX XXXX. Despite repeated attempts to contact him, I rarely received timely responses to my inquiries, and when I did, my questions were often left unanswered. This lack of communication left me feeling uninformed and uncertain about the next steps in the process. \n\nOne particularly concerning incident occurred when my insurance provider, XXXX, threatened to cancel my policy due to their inability to reach XXXX XXXX regarding the progress of my refinance. This resulted in not only a canceled policy but also a subsequent increase in my insurance premium, costing me nearly {$1400.00}. Such negligence in communication and coordination is unacceptable and has had significant financial repercussions for me. \n\nFurthermore, I expressed my concerns to XXXX XXXX about not being ready to refinance at the time and outlined specific criteria I wanted to meet before proceeding with the process, such as having my business seasoned and paying down my credit cards to improve my credit score. Despite my reservations, XXXX XXXX rushed me through the process and encouraged me to proceed prematurely. This led to unnecessary expenses, including the utilization of a credit simulator and unnecessary credit card payments that could have been avoided had my concerns been heeded. \n\nAdditionally, I am deeply troubled by the apparent lack of fiduciary responsibility demonstrated by XXXX XXXX and American Financing. As a first-time refinancer, I expected to receive quality customer service and guidance throughout the process, which was sorely lacking. XXXX XXXX actions not only failed to meet basic customer service standards but also demonstrated a disregard for my financial well-being and best interests. \n\nTherefore, I am requesting the following actions be taken : XXXX. An audit of my loan under XXXX XXXX to ensure all procedures were conducted correctly and in compliance with regulations. \nXXXX. A written apology from XXXX XXXX for his poor customer service and lack of communication during the refinance process. \nXXXX. Mandatory attendance for XXXX XXXX in customer service training to improve his communication and service skills. \nXXXX. An audit of American Financing to ensure they are not engaging in predatory practices that harm unsuspecting consumers. \nXXXX. Investigation of the closing company involved in my refinance to address any issues related to delayed payments and ensure proper procedures are followed in future transactions. \n\nPlease subpoena XXXX for the specific phone calls and notes for this case. They are aware i am filing a complaint and will cooperate by providing any evidence needed. \n\nI appreciate your attention to this matter and trust that the Consumer Financial Protection Bureau will take appropriate action to address these concerns and prevent similar incidents from occurring in the future. \n\nSincerely, XXXX XXXX XXXX XXXX ( work cell ) XXXX ( home )","date_sent_to_company":"2024-04-13T16:05:12.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"30248","tags":"Servicemember","has_narrative":true,"complaint_id":"8767112","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN FINANCING CORPORATION","date_received":"2024-04-13T15:28:11.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue with the loan closing"},"highlight":{"complaint_what_happened":["Dear Consumer Financial Protection Bureau, I am writing to file a formal <em>complaint</em> against XXXX XXXX, Senior Consultant at American Financing Corporate, regarding the handling of my recent <em>mortgage</em> refinance <em>process</em>. My experience with XXXX XXXX was deeply disappointing and left me feeling frustrated and financially burdened. \n\nThroughout the nearly seven-month-long refinance <em>process</em>, I encountered significant challenges in communication and responsiveness from XXXX XXXX."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[15.937841,"8767112"]},{"_index":"complaint-public-v1","_id":"2658461","_score":15.906977,"_source":{"product":"Mortgage","complaint_what_happened":"On XXXX XXXX, XXXX I assisted my daughter in applying for a home mortgage loan with Quicken Loans. She had just moved to Virginia for a new job and wanted to purchase her first home. I offered to help her through the loan process. \n\nWe had contacted several mortgage firms locally and each had been clear as to what the base interest rate was and the ability to buy down the rate with points. We had no desire to buy points! So I suggested to my daughter we contact Quicken Loans and we did so via her cellphone using the external speaker. The lady representative from Quicken Loans who answered was XXXX XXXX. \n\nI explained our situation and asked what their interest was. She immediately told us 3.99 % and said \" how does that sound? \". Since we had been give previous rates in the area of 4.25 % locally we thought this rate was good. She quickly went on to explain this was a 30 year fixed conventional rate requiring only 10 % down. Then she said my daughter would not have to pay any PMI and the amount needed to close would be approximately {$21000.00} ( including down payment of {$18000.00} ). \n\nNEVER did she mention anything about this rate being available BECAUSE my daughter would be paying XXXX points to buy down the rate to get this 3.99 %. If she had done so we would have said no thank you and moved on ... as we had done with the local offers already provided. \n\nI then allowed my daughter to complete the application process on her own with the understanding that she had secured a good/reasonable interest rate on her loan for her first home. \n\nIt was at the closing for her home purchase on XXXX XXXX, XXXX that I discovered this matter of points being disclosed at a cost to my daughter of about {$3700.00}! \n\nIt is my position that this representative for Quicken Loans acted in a sly, deceitful manner and I believe actually illegal with regards to proper disclosure of the loan details at the outset of the loan process. \n\nDuring the time between the initial application and the closing date my daughter was subject to an avalanche of forms, questions and inquiries with NEVER a verbal explanation as to the basis for the 3.99 % rate. As a first time home buyer she deserved a full and clear explanation of what she was accepting! \n\nAfter the closing I then immediately filed a complaint with Quicken Loans on behalf of my daughter and was told my complaint had been forwarded to the Executive Office Team.  Two days laters I was contacted via email by a XXXX XXXX who had reviewed my complaint. Her email reply was both factually untrue and at the same gave absolute evidence to the substance of my complaint. \n\nFirst, she stated that she had reviewed the communication between XXXX and my daughter and I and determined that there had been a very in-depth conversation about the total costs associated with a rate of 3.99 % ... this is a lie. I have attached a copy of the scratch notes I made during our conversation with XXXX that evening and as you can see there are NO notes about points! As I previously stated had there been a mention of points I would have said we were not interested in paying points just like I did with the three local mortgage agencies. \n\nSecond, and more telling, was her reply in the email that stated \" I did not find in communication that the closing costs were broken down or questioned as to whats included within the estimated XXXX. I do believe that this is an area of opportunity for us as a company to provide that additional clarity ; Instead of expecting our clients to read the disclosures we provide prior to their signature/acknowledgement ''. That statement alone supports my position of the deceitful presentation with the sole purpose of the loan sales representative to secure a sell. I have attached a copy of this email as well for your records. \n\nIn summary, I reiterate that Quicken Loans acted in a deceitful and unlawful manner in selling this loan without a full disclosure of the costs associated to a young, female first time home buyer. I believe that the monies paid in points should be reimbursed and the fixed loan rate for 30 years be kept at 3.99 %. \n\nSincerely, XXXX XXXX XXXX XXXX Cell : XXXX XXXX XXXX XXXX ( actual loan applicant ) P.S. I am having trouble attaching one of documents in support of this complaint. It is the one that shows my notes from the initial phone conversation with Quicken. Please contact me with another method for getting this document to your attention.","date_sent_to_company":"2017-09-05T14:14:33.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"23320","tags":null,"has_narrative":true,"complaint_id":"2658461","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2017-09-05T14:00:15.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am having <em>trouble</em> attaching one of documents in support of this <em>complaint</em>. It is the one that shows my notes from the initial phone conversation with Quicken. Please contact me with another method for getting this document to your attention."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"company":["Rocket <em>Mortgage</em>, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[15.906977,"2658461"]},{"_index":"complaint-public-v1","_id":"5783066","_score":15.702202,"_source":{"product":"Mortgage","complaint_what_happened":"US Bank manages an escrow account for a US bank mortgage for the condo at my address and they have not yet paid the property tax payment that is due on XX/XX/XXXX. My county tax authority confirmed that tax bills were mailed out on XX/XX/XXXX, and US Bank should have received it by now. The mortgage is in my elderly mother 's name, but an authorized individual on this account, so I am drafting this complaint on my mother 's behalf. On Tuesday, XX/XX/XXXX, my mother and I sent US Bank an email from the email address associated with this mortgage account to ask US Bank about the tax payment and when they intended to make the payment. I also reminded US Bank that that tax payment is due by the end of the month. I asked if they received the bill and reminded US Bank that my mother qualifies for and has received 50 % tax relief, which should be reflected in the bill they received. I was prepared to reach out to the local tax authority in case US Bank had not received a bill. As of today, Monday, XX/XX/XXXX, nearly a week later, US Bank has still not replied to that email. They've also made no tax payments during the last week. On XX/XX/XXXX, I called the phone number associated with the US Bank Mortgage department ; the agent told me that US Bank didn't receive an email whatsoever, so what is that I'm talking about. I told the agent I have a copy of the Gmail and US Bank 's auto-reply confirming receipt. The agent forwarded me to a customer service supervisor. After a looong hold, the supervisor me that US Bank actually DID receive the email and sent it to their tax department and their in the process of \" researching '' it. But after a week or no replies, and with taxes due next week, its not likely that US bank 's tax department will reply to me in time, especially if I need to make arrangements to pay the taxes myself. This the 2nd time that US Bank 's tax department has mismanaged the escrow process. The tax office is extremely confused. They told me that they did receive the bill on XX/XX/XXXX, and that \" if it is a secured bill, we will pay it '' But she ( XXXX XXXX said that they're not responsible for communicating ( replying to emails ). She blamed the customer service department 's slowness in forwarding the email to the tax department - that if a customer sends an email to the company 's customer service secure email ( XXXX ), it takes up to a week for US Bank 's customer service agents to disperse emails to the appropriate department. That's not great. Previously, they were able to do this. I also asked if US Bank would conduct an updated Escrow Analysis Statement since the rate had gone up for XXXX. She told me that the last one was conducted in XXXX, but if I want a new one, I would have to request a new one, which I did. Unfortunately, she was not able to access the county 's tax website, so I'll have to call back and speak with customer service later. I would like to know if ( a ) US Bank can update the escrow analysis statement that outlines monthly escrow payments with the correct rate and ( b ) whether we the option to cancel the escrow account altogether, since US Bank has had trouble managing the tax account and also because they require double the amount of the tax bill to maintain the escrow account, which nullifies the effect of the tax relief benefit that my mother receives. I would like to know if the escrow account can be cancelled altogether so that we can pay the tax bill ourselves and what that would entail.","date_sent_to_company":"2022-07-18T16:17:56.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"22041","tags":null,"has_narrative":true,"complaint_id":"5783066","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2022-07-18T15:22:27.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["They've also made no tax <em>payments</em> <em>during</em> the last week. On XX/XX/XXXX, I called the phone number associated with the US Bank <em>Mortgage</em> department ; the agent told me that US Bank didn't receive an email whatsoever, so what is that I'm talking <em>about</em>. I told the agent I have a copy of the Gmail and US Bank 's auto-reply confirming receipt. The agent forwarded me to a customer service supervisor."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[15.702202,"5783066"]},{"_index":"complaint-public-v1","_id":"8367275","_score":15.645813,"_source":{"product":"Mortgage","complaint_what_happened":"This loan has been opened for less than XXXX years ( XXXX months ). During that time, the loan ( or at least its servicing ) has been sold/transferred XXXX times : XXXX  from the original underwriter to Nationstar Mortgage , which opted to service this loan under their trade name \" Mr . Cooper. '' In less than a year, the mortgage servicing details have changed XXXX  more, but XXXX XXXX, the loan has remained with Nationstar, just transferring the servicing between its subsidiaries : - On XX/XX/XXXX, I was notified that the loan was transferred from Nationstair 's Mr. Cooper brand to their RightPath Servicing brand. \n- On XX/XX/XXXX, I was notified that the loan was transferred from Nationstair 's RightPath Servicing brand to their Rushmore Servicing brand.\n\nI have at least XXXX concerns about this : - While this first concern is outside of actionable scope, the RightPath Servicing brand seems to be positioned to help consumers whose finances are distressed or in trouble. Specifically, from the XX/XX/XXXX letter, Nationstar writes that RightPath \" specialize in exactly the kind of mortgage-related help and support we believe you need at this stage of your homeownership journey. '' The \" welcome letter '' mailing from RightPath explicitly states that \" RightPath specializes in helping homeowners who are facing financial hardship avoid foreclosure and get their mortgage back on track. '' However, I have never paid this loan late or other than agreed per the terms of the original loan, either before the original transfer to NationStar/Mr. Cooper or during the period of servicing handled by subsidiary RightPath. Additionally, I have no other negative or derogatory marks on my credit report ; no items have been paid late. \n- This second concern is the primary focus of my complaint. Each change of ownership requires me as the consumer to update payment details and confirm that my payment would continue to post to the correct account with the correct servicer, a process with a not insignificant paperwork burden. Had I missed this communication, it's possible that I might have later received a late payment charge or a derogatory mark for not paying on time ( despite paying what I thought was the still the correct servicer ). While there may be provisions to prevent this from happening in the short-term, if I had not noticed the servicing change, I might have continued to make the wrong payment after those provisions were no longer applicable. Additionally, I must set up a servicing account at Rushmore, and decreases my online privacy, as it's yet another account that may be leaked via a data breach ( and RightPath experienced a data breach as recently as last fall ).\n\nWhile Nationstar may be within their legal rights to update their servicing details, and to do so as often as they like, their continued changes - XXXX in less than XXXX XXXX, and XXXX in less than XXXX XXXX - put an undue burden on me as a consumer of their financial products. It makes me less interested in being their customer, but of course, the only choice I have in the matter is refinancing the loan- potentially at a much higher interest rate - or paying it off, and if I refinanced, there is no guarantee that the mortgage would not be sold/transferred back into the Nationstar servicing portfolio under the new mortgage holder. \n\nI have included as attachments the XXXX documents referenced above, and detailed here : - XX/XX/XXXX notice of servicing transfer from Mr. Cooper to RightPath ( all envelope contents ) - XX/XX/XXXX \" welcome letter '' from RightPath ( all envelope contents ) - XX/XX/XXXX notice of servicing transfer from RightPath to Rushmore","date_sent_to_company":"2024-02-18T17:30:39.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"98296","tags":null,"has_narrative":true,"complaint_id":"8367275","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2024-02-18T16:59:41.000Z","state":"WA","company_public_response":null,"sub_issue":"Loan sold or transferred to another company"},"highlight":{"complaint_what_happened":["Cooper or <em>during</em> the period of servicing handled by subsidiary RightPath. Additionally, I have no other negative or derogatory marks on my credit report ; no items have been paid late. \n- This second concern is the primary focus of my <em>complaint</em>. Each change of ownership requires me as the consumer to update <em>payment</em> details and confirm that my <em>payment</em> would continue to post to the correct account with the correct servicer, a <em>process</em> with a not insignificant paperwork burden."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[15.645813,"8367275"]},{"_index":"complaint-public-v1","_id":"11961346","_score":15.48498,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX Complaint about Fay Servicing. The following is our personal experience withXX/XX/XXXX, our mortgage servicer, within the past 30 days. \n\nMy mother inherited our home through the will and testament of her late husband. I moved in with her to help with the bills and to make some home improvements. She added me to be an authorized agent for her mortgage. Due to high home energy costs, gas and grocery costs in XXXX, a few payments got missed. Around XX/XX/XXXX We decided to call XXXX and ask if they could just add those 3 payments to the rear end of the loan, a fairly commonplace deferral. \n\nA XXXX telephone representative said this is an option for us and agreed to mail the paper application to our home. It was received 10 days later, XXXX, XXXX and returned complete the next day. But there was some trouble with that. They said it was incomplete because the line that asks how much non borrower income we have was left blank. I figured going into minute detail directly above that about our household income and every bill we pay already answered that question and adding this number to all of those figures would give an incorrect total at the bottom. Nevertheless, I filled in the blank and resubmitted it. \n\nThe borrower assistance form states that it can be filled out with a pen, then scanned and submitted online on their website. I could not find any button or menu to do so. I sent a message { SEE ATTACHED IMAGE } informing them of that and twelve hours later a reply came which said If I am UNABLE to submit it online, then email it. But the rep gave me a misspelled email address and I used it. I had not noticed that the email had failed to send until eight hours later, when I manually fixed it and re-sent it, then I messaged to inform them of their error and of my re-submission. \n\nWe then patiently waited 13 days without any communication from XXXX. On XX/XX/XXXX, I became worried about a paper mailing I received and thought the process was taking too long, so I messaged asking about the application 's status. I was told on XXXX that details were being emailed to me. 3 minutes later I indeed did get an email that said, in short, that they got my application on XXXX, which is not true.. They changed the date on it. Proof of XXXX, not XXXX, is in the screenshot of my conversation with the rep. [ SEE ATTACHED IMAGE ] The email also told me it takes them a month to decide on the application and they don't HAVE to approve it if they don't want to. \n\nDuring all of this, XXXX was sending us a lot of paper mail. 1 ) An annual escrow statement, 2 ) a notice that our monthly mortgage payment would drop by 17 % for some unknown reason, 3 ) a regular bill asking for XXXX, XXXX and XXXX payments, 4 ) a red FINAL NOTICE card from the post office when there had been NO previous notices,5 ) and lastly, a formal notice by XXXX XXXX acting on behalf of XXXX XXXX XXXX saying the loan is in default and we must immediately pay {$2400.00} ( or now {$3000.00}? ) by XX/XX/XXXX or face foreclosure by judicial proceeding and sale of our house, long with a page called ACT 91-How to save your home from foreclosure.\n\nThis last mailing, ( 5 ) the worrisome one, I did not receive until after submitting the borrower assistance form even though they dated it January 7. My mother, the deeded home owner, called XXXX XX/XX/XXXX and was not given an answer about the application. She was only told that we don't have to make a mortgage payment for XXXX if we don't feel like it, since the application is in. I thought this was strange and seemed to be directly opposite of the sense of payment urgency all the paper mail was indicating, and the \" dooms day deadline '' on the aforementioned loan default document. \n\nThis confusion and long delay spurred me into checking the internet for other people this may have happened to. That's when I found out that yes, there are many others. Our previous mortgage company sold our loan to XXXX years ago. Out of the {$770.00} per month mortgage payment, our bill shows that only about {$28.00} ( yes, just twenty-eight dollars ) goes to pay down the principal on this forty-year loan. \n\nThis has gotten out of hand. We originally called with just one question, CAN we or can we not add the 3 late months to the end of the loan? It could have been a yes or no answer over the telephone, as they obviously already know our income and home value. Instead, it looks like they are making moves to foreclose on our home instead of helping us and that notion is very scary.\n\nThey should not attempt to foreclose on homes when the owners are actively making payment arrangements, especially for only 90 days late! This process, the way they are doing it, makes it impossible for us to cure the default by XXXX XXXX because they plan to wait until AFTER that date to say yes or no. And remember the application received date somehow got changed from XXXX to XXXX, costing an extra ten days. This house has been in our family for 90 years! \n\nA good solution would be for XXXX to NEVER send foreclosure threats of any kind to borrowers actively taking steps to refinance, defer, or cure default. I would like assurance that they realize we do NOT intend to move off our homestead, which has a real estate value of more than triple the loan amount. I would like to know that XXXX won't use XXXX 's payment against us since we were told we don't have to make payments during the deferral process. And I would like an immediate stop to the foreclosure threats. I believe my desires directly align with consumer protection law.","date_sent_to_company":"2025-02-06T09:40:57.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"16823","tags":"Older American","has_narrative":true,"complaint_id":"11961346","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2025-02-06T09:10:16.000Z","state":"PA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["I would like to know that XXXX won't use XXXX 's <em>payment</em> against us since we were told we don't have to make <em>payments</em> <em>during</em> the deferral <em>process</em>. And I would like an immediate stop to the foreclosure threats. I believe my desires directly align with consumer protection law."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[15.48498,"11961346"]},{"_index":"complaint-public-v1","_id":"2489163","_score":15.470654,"_source":{"product":"Mortgage","complaint_what_happened":"As a small business owner which was the sole means of financial support and at the age of  XXXX , we ran into a bad economy and severe down turn. Furthermore, when the financial trouble started we depended on our savings and home equity vs unemployment. We felt has the means to cover our expenses did not make it necessary to file for assistance. Afte  r two years of using our own cash, we found out we were not eligible for unemployment because we had n't a history of income.\nAfter 20 years of being banking with US Bank   and being self reliant we were in need of help from our bank On  XXXX  I call m  y US Bank Branch Manager to ask for information and assist because our small business was getting hit hard financially and I was going to have trouble making my mortgage payment and needed to request a loan modification from the bank. The branch manager reached out to Mortgage Assistance and had them send a modification request packet and our Branch Banker provided us a number to call the Mortgage Assistance business unit.\nAfter a week of waiting we called Mortgage Assistance to determine if a packet had been sent and they said they would get out ASAP.     This is what transpired after the call : On Monday  XXXX   XXXX   XXXX  we received a letter from Mortgage Assistance that we were eligible for a loan modification but no packet.      XXXX   XXXX   XXXX  received a  US Bank Letter we were delinquent on our mortgage which we let them kn ow and needed to apply for a loan modification, but no packet.      XXXX   XXXX   XXXX  US Bank Mortgage letter received that they had not receive our Mortgage payment, no packet for loan modification again.      XXXX   XXXX   XXXX  US Bank Mortgage letter saying our loan is delinquent, no loan modification packet. Several calls and in the month of  XXXX  no loan modification application  XXXX   XXXX   XXXX  we received a letter from US Bank Mortgage Assistance stating we may qualify for a loan modification, no application packet again. place another call.      XXXX   XXXX   XXXX  US Bank Mortgage letter saying our loan is still delinquent but no application packet again, more calls made  XXXX   XXXX   XXXX  US Bank Mortgage letter saying our loan is still delinquent. no application packet again, more calls made.     Between  XXXX   XXXX  and  XXXX  conversations with variou s US Bank Mortgage Assistance Managers and finally received a packet to complete to apply for a   loan modification.      XXXX   XXXX   XXXX  - Long story - short - We filed the Loan Modification packet but the events to actually have the packet down loaded and reviewed was at best arduous ;  XXXX   XXXX  called  US  Bank Mortgage Assistance on the status of the completed packet but was not confirmed it was uploaded  XXXX   XXXX   XXXX  we asked our  US Bank Branch Manager to send via internal US Bank mail a requ est for a status on the loan modification request. She called and said, they had not received it. We had proof it was sent.      XXXX   XXXX  called US Bank Mortgage Assistance and sent documents sent again Called US Bank Mortgage Assistance on  XXXX   XXXX  to inquire as to status. Reply in process Called  US  Bank Mortgage Assistance on  XXXX   XXXX  inquire as to status. Reply in process and it would be about 30 days  XXXX   XXXX   XXXX  it was longer than 30 days we place a call to US Bank Mortgage Assistance and they had lost our Mortgage Assistance Packet so we emailed a copy to Mortgage Assistance  XXXX  and  XXXX  calls where made again on status of the modification request. No status on a decision.      XXXX   XXXX   XXXX  packet lost again by Mortgage Assistance and resent completed packet to US Bank Mortgage Assistance  XXXX   XXXX   XXXX  US Bank Mortgage Assistance confirming the copy of documents was received and up loaded. She confirmed they where received an emailed me stating that the information has been up loaded.     From  XXXX   XXXX   XXXX  until  XXXX   XXXX ,  XXXX  we made a good faith effort to complete the request for a  Loan Modification  and after 6 months of call and completing documents and increasing mortgage debt and penalties we get a foreclosure notice.      XXXX   XXXX   XXXX  Received a letter that   US Bank Mortgage had was starting foreclosing proceedings.\nThe above is just the first six months. The last three years has difficult and the US Bank has not bee  n efficient or effective at processing an making decisions. We were simply asking for some relief but relief never came.     During this filing debacle a second mortgage was discussed and the bank shared that they would role the first and second mortgage into the decision process. Another debacle but not my main complaint The bank filed and gained a Summary Judgement and we received a stay which is still in place. Due to time delays in the US Bank Mortgage Assistance process we refiled Loan Modifications Applications on  XXXX   XXXX ,  XXXX ,  XXXX   XXXX ,  XXXX  and again on  XXXX   XXXX . All the while accumulating outstanding mortgage payments and penalties. Also, we have had a rough and difficult   financial road, we do take responsibility for our actions as well.\nFirst Complaint - bad, slow process that was supposed to assist not sink you as a US Bank Mortgage, which the bank holds all the cards and if they foreclose, their mortgage insurance pays for the loan and they get you house to sell for additional revenue ... do they really want to provide a loan modification? Maybe not.. so who holds them accountable?\nSecond Complaint - Comes in two parts : Part A : When we originally notified US   Bank Mortgage and Files for a Loan Modification I was  XXXX   XXXX   XXXX  and now in  XXXX  I will be  XXXX . The bank can calculate loan duration and age. I would be in my  XXXX  when this loan is paid off. Also, after age  XXXX  earnings capacity is reduced. I believe their is some age discrimination going on. Furthermore, I have 20 years of working with distressed companies, the bankruptcy court and banks. Banks can do what they wish depending on how they label the debt. So why not provide me and my family a loan modification Part B. Second Complaint I have tracked down the HAFA program and reviewed the requirements to qualify for the program. In addition, I found a link to A US Bank website offering the Home Affordable Foreclosure Alternative ( HAFA ). Obviously this is the program that you referred to when we engaged  XXXX  but the program end on  XXXX   XXXX  but was never offered as an option for our family. So why were we discriminated against? See the link : https : /  XXXX    HAFA REQUIREMENTS Basic eligibility and  U.S. Bank specific requirements : Loan is on borrowers principal residence ; ANS : Yes -  We comply First lien mortgage loan originated on or before  XXXX / XXXX / XXXX  ;  ANS : Yes   XXXX  - We comply The loan is  31 or more days delinquent or default is reasonably foreseeable ( loans currently in foreclosure or bankruptcy are eligible ) ; ANS : Yes - We comply The current unpaid principal balance is less than or equal to {$720000.00} for a 1 unit, {$930000.00} for a 2 unit, {>= $1,000,000} for a 3 unit, or {>= $1,000,000} for a 4 unit.    Property not vacant or condemne d ANS : Yes to Unpaid balance and Yes to Property Not Vacant or Condemned A borrower has documented a financial hardship, evidenced by a signed Hardship Affidavit or Request for Modification and Affidavit ( RMA ), wherein the borrower has represented that he or she does not have sufficient liquid assets to make the monthly mortgage payments ANS : Yes to all and well documented in the US Ba nk and in our files from numerous request for information that was resubmitted over 3 years up until the HAFA program expired on  XXXX   XXXX   XXXX  Loans greater than {$400000.00} will not be eligible for HAFA options if the borrowers liquid assets or reserves ( i.e., savings, stocks, bonds, retirement accounts ) are greater than 25 % of the projected total loss.     ANS : We exhausted all of our liquid assets Borrowers with a shelter payment to income ratio less than 31 % are not eligible for HAFA.\nANS : The US B  ank denied stated our Income to ration was less than 31 % - What was it between  XXXX  and  XXXX  during the life of the HAFA Program The shelter payment includes principal, interest, insurances, taxes, and homeowner association fees.    ANS : Yes US Bank Mortgage Assistance and Loss Mitigation was aware of the HAFA program and US was openly promoting the program as a loan modification program option but when we filed for Mortgage Loan Modific  ation  in  XXXX  until the HAFA program expired on  XXXX   XXXX ,  XXXX  the program was never offered.     Also, the bank is evaluating our modification based on our current loan interest of  6.28 percent VS the 4.5 percent interest they advertise for what is call Jumbo loans.      I am not a complainer by nature but I know when some things do not add up.     If you require more details, I can provide  three years of dates, names and documentation. Also, as an FYI, we  will recover financially in  XXXX  but unfortunately  US Bank   Mortgage will not give you credit for future success.","date_sent_to_company":"2017-05-22T13:29:56.000Z","issue":"Struggling to pay mortgage","sub_product":"Other type of mortgage","zip_code":"45245","tags":"Older American","has_narrative":true,"complaint_id":"2489163","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2017-05-19T15:09:04.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The last three years has difficult and the US Bank has not bee  n efficient or effective at <em>processing</em> an making decisions. We were simply asking for some relief but relief never came.     <em>During</em> this filing debacle a second <em>mortgage</em> was discussed and the bank shared that they would role the first and second <em>mortgage</em> into the decision <em>process</em>. Another debacle but not my main <em>complaint</em> The bank filed and gained a Summary Judgement and we received a stay which is still in place."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Other type of <em>mortgage</em>"]},"sort":[15.470654,"2489163"]},{"_index":"complaint-public-v1","_id":"6079547","_score":15.417123,"_source":{"product":"Mortgage","complaint_what_happened":"After XXXX XXXX in XXXX, the insurance rates in Louisiana were affected. In my case, my insurance provider left the local market and forced us into \" an insurer of last resort. '' This raised the rates that would be withdrawn from my escrow account. In XX/XX/XXXX I received a letter from my lender, Chase, that informed me of three payment options as a result of the escrow shortage. The letter was vaguely written. Was the payment a pure escrow payment or did it include the monthly mortgage payment as well? Since it presented three options, which included just making the regular monthly payment, I interpreted the letter to include both the monthly payment plus escrow. However, not wanting to be late or incorrect, I went to a local Chase branch for consultation. The banker advised me that the payment was for both the monthly payment and escrow shortage. I paid the advised amount. \n\n\nThe following month, in XXXX, I made my payment the normal way I do, which is through my XXXX XXXX  Bill Pay service. A few days later, I received a letter from Chase notifying me that they did not receive my XXXX payment. I called Chase to confirm the validity of this letter and to inquire about the XXXX payment. They notified me that the payment was received at the bank, but that the bank applied the whole amount strictly to escrow. I explained to them that I met with their bank representatives and confirmed the process and payment amount and that I paid as instructed by both the letter and the representative. They insisted that it was still my fault. \n\nI asked how do we resolve this, because I have proof that I paid it ( cancelled check from the bank ) and they admitted they can see the payment. They insisted that the account was \" locked '' or \" red '' and that no corrections could be made until the account \" showed green. '' How I asked? They said I had to provide an immediate payment via their \" check by phone. '' I complied. \n\n\nAfter sending the check, I immediately checked my credit report. Chase, in less than a 30 day window, reported my payment late to the credit bureaus. My credit score dropped from an XXXX to XXXX over this single and only negative comment that isn't even my fault. I made the payment as instructed at their branch. I wanted this corrected. \n\n\nI have spoken to Chase representatives to get this corrected. They have taken my complaint, can see the payment in question, have corrected the misapplication, waived the late fee and admitted their error. A work order was created to correct the credit report. After three weeks of waiting for a copy of this correction in the mail I did not receive it. Neither have the credit bureaus. \n\n\nI have contacted Chase again and I have now been informed that they have decided to not issue the credit report amendment as indicated in previous calls. They are now telling me that I have not provided them with enough proof that I made the payment. They have stated that they will contact the local bank to see if they can confirm my version of events. My credit history now hangs in the balance of the memory of a bank employee who already mistakenly applied the funds entirely to escrow. How is this right? How is this not fraud? \n\n\nThis is not the first time I have had issues with Chase as it relates to this same mortgage account. A few years ago, Chase, without warning, sent me a FedEx envelope with a {$1500.00} refund check and a mortgage rate adjustment. The included letter stated that this was because of my XXXX XXXX military service. The problem is I am not XXXX XXXX military. I called them to explain this to them and they insisted I was wrong. I demanded that they cancel the check, return the allocated funds to the correct account, and return my interest rate to the correct amount. This refund was an obvious mistake, yet they wouldn't believe me. I had to contact the XXXX. of XXXX Affairs to get the paperwork necessary to prove that I wasn't in the military. During this process, Chase had instructed me to just keep the money and keep the rate adjustment \" for all of the trouble. '' I refused. I explained that they were asking me to commit a federal crime and moral crime. XXXX XXXX is serious and I will not stand for it. To correct the account, they had to put my mortgage in suspension and was told not to make payments. I knew better than to trust them on this, so I kept sending my mortgage payments as normal. After three months I got a call from Chase stating that they had resolved everything. Then two weeks later I received a letter saying that I was being turned over to collections for not paying my mortgage for three months. Chase cashed all of those checks but said I didn't pay. I had to get copies of those three checks sent from my bank to Chase to prove it was paid. Chase put those funds in a phantom account linked to my mortgage but didn't apply them resulting in an erroneous delinquency.\n\nHow can this happen to the same mortgage account? How often does this happen to other Chase mortgage accounts? I can not be the only one so negatively impacted by Chase 's sloppy record keeping and processes. How many late fees has Chase collected over erroneous delinquencies? How many credit histories has Chase corrupted through their erroneous reporting? How many people have been encourage to commit a federal crime?","date_sent_to_company":"2022-10-13T01:47:51.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"70360","tags":null,"has_narrative":true,"complaint_id":"6079547","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-10-13T00:39:49.000Z","state":"LA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>During</em> this <em>process</em>, Chase had instructed me to just keep the money and keep the rate adjustment \" for all of the <em>trouble</em>. '' I refused. I explained that they were asking me to commit a federal crime and moral crime. XXXX XXXX is serious and I will not stand for it. To correct the account, they had to put my <em>mortgage</em> in suspension and was told not to make <em>payments</em>. I knew better than to trust them on this, so I kept sending my <em>mortgage</em> <em>payments</em> as normal."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[15.417123,"6079547"]},{"_index":"complaint-public-v1","_id":"2251218","_score":15.3172035,"_source":{"product":"Mortgage","complaint_what_happened":"During the height of the Mortgage Fraud scandal period ( XXXX ), I bought a house during the same year court proceedings for my divorce was happening, from CHASE bank. In XXXX, I discovered that Chase had paid huge fines to the Federal government for conducting fraudulent practices that had a disparate impact on Minority communities. Being an XXXX Veteran, I wanted to ensure that I was n't impacted unfairly by this. However, by late XXXX, after obtaining my XXXX, I was had to resign from a company I was working with due to a Martial Arts demonstration injury due to improper stretching procedures prior to the event. This placed me in a 6-month rehabilitation situation, during which time I fell behind on payments to Chase. I informed them of my situation and my desire to do a Loan Modification upon rehab. They agreed, however, the terms of the Modification got weird when I made payments ahead of the stipulated deadline, however, it was n't credited to that account and instead, I was placed in an immediate breach situation. When I was told of this, I called back to the office that alerted me of the situation and the people I had been dealing with, sending paperwork to, somehow were unable to be found within Chase, the numbers did n't work for any of them anymore, and the office itself did n't exist to the people I could speak with in other offices. So, we started from scratch in XXXX and by now a Veterans association told me that I should attempt to ask for a Special Forbearance Modification, since I met the criteria for that. They spoke of many people who were in similar situations who were granted this for 6 months usually, which would have been perfect for me. I did n't feel that this was unreasonable, since before the accident, I had never been late on any payments, even while XXXX. As a retiree now, this was something that I assumed I earned from them. However, that request was denied and the Foreclosure process was to go forward in XX/XX/XXXX. Near the beginning of the year, I was approached by a Law firm stating they had reason to believe that my original contract was invalid and fraudulent. They also informed me that Chase received huge Federal bailouts during the Great Recession. However, the flaw in that practice was the government was giving these banks bailouts, but allowing them to continue the same practices that caused the crisis in the first place, without any oversight to ensure fairness. This seems to explain how a seemingly arbitrary, subjective decision from decision makers within Chase, would deny my request for Special Forbearance, but grant it to others. The fact that their decisions resulted in a disparate impact on Minorities seems to me, grounds to ensure that some oversight be placed into the process. However, my next step was to save my home since by this time, after some troubling exploitative experiences with Corporate America after my injury was resolved, I decided to start my own Business. I then attempted to hire a Home Servicing service, with expertise in legally informing and assisting Home owners with retaining their homes. They did seem to get something done, since two-three months in, Chase sold the contract to another Loan company. However, this company was n't working with them, as they promised, and turned out to be a fraudulent company themselves, since I received additional legal counsel outside of them, that to ask for payment in advance was unlawful, and I did pay them in that manner. However, this complaint is n't against them now, it 's about going after Chase, with their fraudulent practices and contract that the New Loan company is trying to enforce. But, I fully intend to file a Complaint on the Home Servicing entity, called \" The XXXX '' very shortly after filing this one.","date_sent_to_company":"2016-12-15T20:29:25.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional adjustable mortgage (ARM)","zip_code":"92127","tags":null,"has_narrative":true,"complaint_id":"2251218","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2016-12-15T20:29:25.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["However, this company was n't working with them, as they promised, and turned out to be a fraudulent company themselves, since I received additional legal counsel outside of them, that to ask for <em>payment</em> in advance was unlawful, and I did pay them in that manner. However, this <em>complaint</em> is n't against them now, it 's <em>about</em> going after Chase, with their fraudulent practices and contract that the New Loan company is trying to enforce."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional adjustable <em>mortgage</em> (ARM)"]},"sort":[15.3172035,"2251218"]},{"_index":"complaint-public-v1","_id":"9700242","_score":15.311099,"_source":{"product":"Mortgage","complaint_what_happened":"Dear Sir/Madam, I am writing to file a formal complaint against United Wholesale Mortgage / Loan Servicing ( UWM ) XXXX a company that I have found to be incredibly predatory, manipulative, and consistently failing to follow regulatory guidelines. This complaint is detailed, capturing every single issue I have experienced with UWM. \n\nFailure to Meet Response Deadlines I submitted my last mortgage mitigation application on XX/XX/XXXX. UWM failed to respond within the mandated 30-day period, a deadline they have missed not once, not twice, but three or four times previously. This repeated failure to meet the 30-day response deadline is a blatant disregard for the regulatory requirements and demonstrates their negligence. \n\nProof of Submission Included with this complaint, I have provided proof of the tracking information showing the package was shipped to UWM 's office. Additionally, the documents were uploaded electronically to their system, and I have included proof of this as well. \n\nRestrictive and Unreasonable Payment Policies Despite their failure to acknowledge my application, UWM has sent numerous notices such as payment reversals and payment reminders. \n\nThey have placed restrictive conditions on my account, refusing most payment types unless made through certified funds. This requirement forces me to mail payments or pay a {$30.00} wire fee, adding unnecessary financial strain during an already challenging time. \n\nHarassment Through Correspondence From XX/XX/XXXX to XX/XX/XXXX, UWM sent 16 threatening correspondences about foreclosure and payment sanctions, without any acknowledgment of my assistance request. This constant harassment exacerbates my distress and further complicates my ability to manage my mortgage obligations. \n\nContradictory Responses and Documentation On XX/XX/XXXX, UWM claimed my application documentation was insufficient. The next day, I received another letter, also dated XX/XX/XXXX, stating my application was complete as of XX/XX/XXXX. \n\nThese contradictory statements are confusing and undermine the credibility of UWM 's processing system. \n\nUnnecessary Appraisal Valuation Despite declaring my application incomplete on XX/XX/XXXX, UWM ordered an appraisal valuation on XX/XX/XXXX. This action is illogical and suggests improper handling of my application. \n\nRejection of Payments I have made efforts to fulfill my payment obligations by sending a certified check, which UWM rejected and returned nearly two weeks later. A representative had indicated that payments would be applied to the outstanding balance once my account was in the loss mitigation department, yet this was not honored. \n\nInsurance Policy Mismanagement On XX/XX/XXXX, I received a notice claiming my insurance policy had expired, despite it being paid. I promptly sent proof of payment and a copy of the receipt via tracked mail, which is included with this complaint. \n\nErroneous Notices and Threats of Foreclosure XXXX XX/XX/XXXX, UWM notified me that my application was missing documents, despite prior acknowledgment of completion. On XX/XX/XXXX, they sent a notice of default, threatening foreclosure by XX/XX/XXXX if payment was not received. This tactic is consistent with their previous behavior during my COVID forbearance request, where they falsely claimed deficiencies in my application to justify issuing a notice of default. \n\nAllegations of Discrimination I believe there is a high degree of discrimination in UWM 's actions, possibly based on orientation, ethnicity, or other factors. Their scare tactics and predatory practices appear to target vulnerable individuals disproportionately, undermining the American middle class. \n\nRequest for Investigation I request that the Consumer Financial Protection Bureau ( CFPB ) thoroughly investigates UWM 's actions and reviews their history of complaints, including : CFPB Complaint No. XXXX CFPB Complaint No. XXXX Their repeated failures, contradictory statements, and predatory practices warrant serious scrutiny and regulatory action to prevent further harm to consumers. \n\nAdditional Details To provide more context, I will elaborate further on each of these points : Failure to Meet Response Deadlines The pattern of missed deadlines is egregious and systemic. In my case, the initial mitigation application sent on XX/XX/XXXX was just one of many instances where UWM failed to respond within the required XXXX period. Each missed deadline adds to the financial and emotional burden placed on borrowers like myself, who are already in distress. This is not an isolated incident. Over the past year, I have documented multiple instances where UWM has failed to meet response deadlines. \n\nIn each case, I have provided all required documentation promptly, yet UWM has consistently failed to acknowledge receipt or provide timely responses. This pattern of behavior indicates a systemic issue within the company, rather than a series of isolated incidents. \n\nRestrictive and Unreasonable Payment Policies The restrictions placed on my account are particularly burdensome. By refusing to accept most payment types and requiring certified funds, UWM is creating additional hurdles for borrowers who are already struggling to make their mortgage payments. The added cost of mailing certified funds or paying a {$30.00} wire fee further exacerbates the financial strain. \n\nMoreover, these restrictions seem to be applied arbitrarily. In my case, UWM refused to accept a certified check I sent, returning it nearly two weeks later. This delay not only increased the risk of late payment penalties but also added unnecessary stress and confusion. UWMs actions appear to be designed to create additional barriers for borrowers, rather than facilitating timely payments. \n\nHarassment Through Correspondence The volume of correspondence I received from UWM between XX/XX/XXXX and XX/XX/XXXX is staggering. In just over six weeks, I received 16 separate letters, each one more threatening than the last. These correspondences included warnings of impending foreclosure, demands for payment, and notices of account restrictions. \n\nThe constant barrage of threatening letters creates an environment of fear and uncertainty. Rather than addressing my request for assistance, UWMs communications focused solely on punitive measures. This harassment adds to the emotional toll of an already stressful situation and makes it difficult for borrowers to navigate the mortgage assistance process. \n\nContradictory Responses and Documentation The contradictory responses I received from UWM highlight significant issues with their internal processes. On XX/XX/XXXX, I was informed that my application documentation was insufficient. The very next day, I received another letter, also dated XX/XX/XXXX, stating that my application was complete as of XX/XX/XXXX. \n\nThese contradictory statements are confusing and undermine my confidence in UWMs ability to manage my account effectively. Such inconsistencies are not only frustrating but also indicate deeper issues within UWMs operations. It appears that different departments or employees are not communicating effectively, leading to conflicting information being sent to borrowers. \n\nThis lack of coordination adds to the complexity and confusion of the mortgage assistance process. \n\nUnnecessary Appraisal Valuation The ordering of an appraisal valuation on XX/XX/XXXX, despite my application being deemed incomplete on XX/XX/XXXX, raises serious questions about UWMs handling of my case. If my application was truly incomplete, there would be no reason to order an appraisal. This action suggests that UWM may be prematurely preparing for foreclosure, rather than genuinely assessing my eligibility for assistance. \n\nThis premature ordering of an appraisal adds to the stress and uncertainty faced by borrowers. It indicates that UWM may be more focused on moving forward with foreclosure proceedings than on providing the assistance needed to help borrowers stay in their homes. \n\nRejection of Payments Despite my efforts to fulfill my payment obligations, UWM rejected a certified check I sent and returned it nearly two weeks later. A representative had indicated that payments would be applied to the outstanding balance once my account was in the loss mitigation department, yet this was not honored. This rejection of payments is particularly troubling, as it suggests that UWM is not acting in good faith to help borrowers meet their obligations. \n\nThe rejection of payments not only increases the risk of late fees and penalties but also adds to the confusion and frustration faced by borrowers. It creates additional hurdles for those who are already struggling to keep up with their mortgage payments and undermines the trust between borrowers and servicers. \n\nInsurance Policy Mismanagement On XX/XX/XXXX, I received a notice claiming my insurance policy had expired, despite it being paid. I promptly sent proof of payment and a copy of the receipt via tracked mail, which is included with this complaint. This incident is just one example of UWMs mismanagement of my account. \n\nSuch mismanagement can have serious consequences, including the imposition of forced-place insurance, which is often more expensive than the borrowers own policy. It also adds to the administrative burden on borrowers, who must constantly provide proof of payment and other documentation to correct errors made by UWM. \n\nErroneous Notices and Threats of Foreclosure XXXX XX/XX/XXXX, UWM notified me that my application was missing documents, despite prior acknowledgment of completion. On XX/XX/XXXX, they sent a notice of default, threatening foreclosure by XX/XX/XXXX if payment was not received. This tactic is consistent with their previous behavior during my COVID forbearance request, where they falsely claimed deficiencies in my application to justify issuing a notice of default. \n\nThe issuance of erroneous notices and threats of foreclosure creates a climate of fear and uncertainty for borrowers. It undermines the purpose of the mortgage assistance process, which is to help borrowers stay in their homes. Instead, UWMs actions seem designed to expedite foreclosure proceedings, rather than providing the support needed to prevent them. \n\nAllegations of Discrimination I believe there is a high degree of discrimination in UWM 's actions, possibly based on orientation, ethnicity, or other factors. Their scare tactics and predatory practices appear to target vulnerable individuals disproportionately, undermining the American middle class. \n\nDiscrimination in the handling of mortgage accounts is a serious concern. It not only violates fair housing laws but also exacerbates the challenges faced by already vulnerable populations. UWMs actions appear to reflect a pattern of targeting certain borrowers for more aggressive and punitive measures, rather than providing equitable treatment to all customers. \n\nRequest for Investigation I request that the Consumer Financial Protection Bureau ( CFPB ) thoroughly investigates UWM 's actions and reviews their history of complaints, including : CFPB Complaint No. XXXX CFPB Complaint No. XXXX Their repeated failures, contradictory statements, and predatory practices warrant serious scrutiny and regulatory action to prevent further harm to consumers. \nI urge the CFPB to consider the systemic nature of the issues I have outlined and to take appropriate action to hold UWM accountable for their actions. \n\nThis includes enforcing compliance with regulatory requirements, addressing discriminatory practices, and ensuring that borrowers are treated fairly and with respect. \n\nThank you for your attention to this urgent matter. I look forward to your prompt response and to seeing meaningful action taken to address these serious concerns. \n\nSincerely,","date_sent_to_company":"2024-08-03T15:12:12.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"89148","tags":null,"has_narrative":true,"complaint_id":"9700242","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"United Shore Financial Services, LLC","date_received":"2024-08-03T14:20:56.000Z","state":"NV","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["They have placed restrictive conditions on my account, refusing most <em>payment</em> types unless made through certified funds. This requirement forces me to mail <em>payments</em> or pay a {$30.00} wire fee, adding unnecessary financial strain <em>during</em> an already challenging time. \n\nHarassment Through Correspondence From XX/XX/XXXX to XX/XX/XXXX, UWM sent 16 threatening correspondences <em>about</em> foreclosure and <em>payment</em> sanctions, without any acknowledgment of my assistance request."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[15.311099,"9700242"]},{"_index":"complaint-public-v1","_id":"14706164","_score":15.155177,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"In XX/XX/XXXX, our monthly mortgage payment of {$4800.00} failed due to a brief timing issue : funds were transferred to our joint account on XX/XX/XXXX but settled on XX/XX/XXXX, causing XXXX XXXX withdrawal to fail. We had proactively raised this concern months earlier, during a call with XXXX on XX/XX/XXXX. Their agent explicitly assured us that if the first XXXX attempt failed, a second attempt would be made. However, in XXXX, no second attempt occurred. Instead, XXXX unilaterally canceled our autopay without notice, and we only discovered it when our XXXX payment also failed ( though we caught and paid it before reaching 30 days overdue ). \n\nXXXX reported the XXXX payment as 30 days delinquent, which resulted in a nearly XXXX drop in credit scores for both borrowers. This has damaged our otherwise pristine credit histories. We have never had a single late payment or derogatory mark in over XXXX years of credit history. Neither of us has any prior late payments, bankruptcies, or even credit inquiries in recent years. This incident marks the first and only negative entry for both of us. \n\nWe were verbally told by XXXX that our bank account was \" frozen ''. This is false. Our bank has confirmed in writing that no block or freeze was ever placed on the account. The failure was due solely to insufficient funds at the time of the first XXXX attempt - funds were available the very next day, yet no retry occurred. \n\nXXXX also failed to notify us properly. No email, phone call, or physical letter was sent. They relied exclusively on a message within their online portal, which we do not regularly check. As a result, we were unaware that autopay had been canceled or that the XXXX payment had not been processed. The responsibility for monitoring XXXX failures and notifying borrowers of autopay disruptions rests with the loan servicer. \n\nOn XX/XX/XXXX, XXXX responded to our written dispute and denied our request for correction. However, they did not address the core issues raised in our formal letter, nor did they respond to the following requests : A transcript or internal notes from the XX/XX/XXXX phone call confirming retry policy A copy of their written policy regarding autopay cancellation and notification Documentation of the ACH error code from XX/XX/XXXX Any records of attempted notifications about the payment failure or autopay termination This is not simply a missed payment - it is a breakdown in XXXX XXXX handling procedures, notification process, and servicing responsibilities. We acted in good faith, and this single incident has caused disproportionate harm. \n\nIn addition to the financial consequences, this experience has caused meaningful emotional distress to both borrowers. Watching our credit scores drop so dramatically- despite over XXXX decades of perfect payment history- has been frustrating, discouraging, and beyond our control. Its especially difficult knowing that we did not choose XXXX as our loan servicer ; our mortgage was sold to them by XXXX without our prior knowledge. XXXX has a troubling reputation for these types of incidents, as echoed by numerous online complaints from other borrowers whose credit was similarly damaged due to sudden autopay cancellations, failed XXXX processing, and lack of proper communication. We feel caught in a system that lacks accountability and transparency, with serious consequences to our financial well-being. \n\nWe have exhausted all reasonable efforts to resolve this matter directly with XXXX. They have not responded to our documentation requests, have mischaracterized the cause of the payment failure, and continue to maintain that their reporting is accurate - despite evidence of process failure and prior verbal assurances. \n\nWe are now seeking regulatory intervention to correct this unjust reporting.","date_sent_to_company":"2025-07-17T22:38:15.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"77006","tags":null,"has_narrative":true,"complaint_id":"14706164","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-07-17T22:37:42.000Z","state":"TX","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["XXXX has a <em>troubling</em> reputation for these types of incidents, as echoed by numerous online <em>complaints</em> from other borrowers whose credit was similarly damaged due to sudden autopay cancellations, failed XXXX <em>processing</em>, and lack of proper communication. We feel caught in a system that lacks accountability and transparency, with serious consequences to our financial well-being. \n\nWe have exhausted all reasonable efforts to resolve this matter directly with XXXX."]},"sort":[15.155177,"14706164"]},{"_index":"complaint-public-v1","_id":"14706163","_score":15.145394,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"In XX/XX/XXXX, our monthly mortgage payment of {$4800.00} failed due to a brief timing issue : funds were transferred to our joint account on XX/XX/XXXX but settled on XX/XX/XXXX, causing XXXX XXXX withdrawal to fail. We had proactively raised this concern months earlier, during a call with XXXX on XX/XX/XXXX. Their agent explicitly assured us that if the first XXXX attempt failed, a second attempt would be made. However, in XXXX, no second attempt occurred. Instead, XXXX unilaterally canceled our autopay without notice, and we only discovered it when our XXXX payment also failed ( though we caught and paid it before reaching 30 days overdue ). \n\nXXXX reported the XXXX payment as 30 days delinquent, which resulted in a nearly XXXX drop in credit scores for both borrowers. This has damaged our otherwise pristine credit histories. We have never had a single late payment or derogatory mark in over XXXX years of credit history. Neither of us has any prior late payments, bankruptcies, or even credit inquiries in recent years. This incident marks the first and only negative entry for both of us. \n\nWe were verbally told by XXXX that our bank account was \" frozen ''. This is false. Our bank has confirmed in writing that no block or freeze was ever placed on the account. The failure was due solely to insufficient funds at the time of the first XXXX attempt - funds were available the very next day, yet no retry occurred. \n\nXXXX also failed to notify us properly. No email, phone call, or physical letter was sent. They relied exclusively on a message within their online portal, which we do not regularly check. As a result, we were unaware that autopay had been canceled or that the XXXX payment had not been processed. The responsibility for monitoring XXXX failures and notifying borrowers of autopay disruptions rests with the loan servicer. \n\nOn XX/XX/XXXX, XXXX responded to our written dispute and denied our request for correction. However, they did not address the core issues raised in our formal letter, nor did they respond to the following requests : A transcript or internal notes from the XX/XX/XXXX phone call confirming retry policy A copy of their written policy regarding autopay cancellation and notification Documentation of the ACH error code from XX/XX/XXXX Any records of attempted notifications about the payment failure or autopay termination This is not simply a missed payment - it is a breakdown in XXXX XXXX handling procedures, notification process, and servicing responsibilities. We acted in good faith, and this single incident has caused disproportionate harm. \n\nIn addition to the financial consequences, this experience has caused meaningful emotional distress to both borrowers. Watching our credit scores drop so dramatically- despite over XXXX decades of perfect payment history- has been frustrating, discouraging, and beyond our control. Its especially difficult knowing that we did not choose XXXX as our loan servicer ; our mortgage was sold to them by XXXX without our prior knowledge. XXXX has a troubling reputation for these types of incidents, as echoed by numerous online complaints from other borrowers whose credit was similarly damaged due to sudden autopay cancellations, failed XXXX processing, and lack of proper communication. We feel caught in a system that lacks accountability and transparency, with serious consequences to our financial well-being. \n\nWe have exhausted all reasonable efforts to resolve this matter directly with XXXX. They have not responded to our documentation requests, have mischaracterized the cause of the payment failure, and continue to maintain that their reporting is accurate - despite evidence of process failure and prior verbal assurances. \n\nWe are now seeking regulatory intervention to correct this unjust reporting.","date_sent_to_company":"2025-07-17T22:38:10.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"77006","tags":null,"has_narrative":true,"complaint_id":"14706163","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-07-17T22:37:42.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["XXXX has a <em>troubling</em> reputation for these types of incidents, as echoed by numerous online <em>complaints</em> from other borrowers whose credit was similarly damaged due to sudden autopay cancellations, failed XXXX <em>processing</em>, and lack of proper communication. 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