{"took":325,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":84,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"18131224","_score":24.172428,"_source":{"product":"Student loan","complaint_what_happened":"I am reporting serious servicing errors and misconduct related to my federal XXXX loan account that have made it impossible for me to reliably repay or trust the accuracy of my loan. \n\nMy account contains incorrect personal identifying information, specifically a Social Security number that does not match mine, which raises significant concerns about data integrity and the accuracy of all balances, payments, and records associated with this loan. \n\nIn addition, my loan has been rewritten or modified without my knowledge, consent, or authorization. Repayment terms, balances, and payment information appear to have changed without explanation, documentation, or approval. As a result, balances and payment amounts are incorrect, and I can not verify what I truly owe. \n\nI have been attempting to resolve these issues with my loan servicer since XX/XX/year>, but despite repeated contacts, the servicer continues to state that an account specialist will reach out. No such contact has occurred, and no meaningful investigation or correction has been completed. \n\nBecause my account contains incorrect Social Security information, unauthorized loan modifications, and unresolved balance discrepancies, I do not have confidence that any amount being requested is accurate or valid. I can not reasonably be expected to repay a loan when the underlying account data is demonstrably incorrect and has not been properly investigated or corrected. \n\nI am requesting immediate intervention to : Correct all personal identifying information on my account Reverse any unauthorized loan modifications Conduct a full audit of balances and payment history Provide written confirmation of accurate and corrected loan terms Until these errors are resolved, the account remains unreliable and disputed.","date_sent_to_company":"2025-12-18T03:19:30.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"54729","tags":null,"has_narrative":true,"complaint_id":"18131224","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSWORLD SYSTEMS INC","date_received":"2025-12-18T03:14:25.000Z","state":"WI","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I am requesting immediate intervention to : <em>Correct</em> all personal identifying information on my account Reverse any unauthorized <em>loan</em> modifications Conduct a full audit of balances and payment history Provide written <em>confirmation</em> of <em>accurate</em> and <em>corrected</em> <em>loan</em> <em>terms</em> <em>Until</em> these <em>errors</em> are resolved, the account remains unreliable and disputed."],"product":["Student <em>loan</em>"],"sub_product":["Federal student <em>loan</em> servicing"],"sub_issue":["Received bad information about your <em>loan</em>"]},"sort":[24.172428,"18131224"]},{"_index":"complaint-public-v1","_id":"21131267","_score":18.1884,"_source":{"product":"Mortgage","complaint_what_happened":"Dear Consumer Financial Protection Bureau, XXXX open my case XXXX I am writing to formally dispute the response provided by my mortgage servicer to my complaint. The information submitted by the servicer is inaccurate, incomplete, and does not resolve the issues raised. \n\nI currently have an executed loan modification with my servicer dated XX/XX/XXXX. I have remained compliant with the terms of this agreement and have made all required payments. \n\nHowever, due to a servicer error related to escrow calculations, my account was incorrectly placed into delinquency status in XX/XX/XXXX, showing approximately 152 days past due. This delinquency was not caused by any failure on my part. \n\nKey issues include : The servicer conducted an escrow analysis on or about XX/XX/XXXX, but issued a letter dated XX/XX/XXXX, reflecting a new payment amount of {$620.00} effective XX/XX/XXXX. I did not receive this notice until XX/XX/XXXX, making it impossible for me to comply timely. \n\nMy original payment under the modification was {$370.00}, yet the servicer retroactively changed the payment amount and applied payments inconsistently. \n\nThe servicer has reported incorrect escrow figures in their response, including an amount of {$92.00}, whereas the correct applied amount has been {$81.00}. \n\nPayments I made in good faith were misapplied and manipulated to the servicers convenience, contributing to the false delinquency status. \n\nIn XX/XX/XXXX, after escalating the issue and providing documentation ( including my executed modification and payment history ), the servicer partially corrected the account on or about XX/XX/XXXX, but errors remain. \n\nOn XX/XX/XXXX, the servicer sent a new loan modification via XXXX, backdated and claiming prior errors. I did not request a new modification, as I already have a valid executed agreement in place. \n\nDespite providing full documentation, the servicer continues to misrepresent the facts and has failed to correct my account fully. \n\nRequested Resolution : XXXX. XXXX correction of my account to reflect current status under the executed XX/XX/XXXX loan modification XXXX. Removal of all delinquency and negative reporting caused by servicer error XXXX. Full and accurate accounting of all payments made and applied XXXX. Written confirmation that no new loan modification is required XXXX. XXXX that no foreclosure or collection actions will occur based on these errors This matter remains unresolved, and I am requesting that this complaint be reopened for further investigation. \n\nSincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL. XXXX XXXX","date_sent_to_company":"2026-04-10T15:55:30.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"33179","tags":null,"has_narrative":true,"complaint_id":"21131267","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2026-04-10T15:38:55.000Z","state":"FL","company_public_response":null,"sub_issue":"An existing modification, forbearance plan, short sale, or other loss mitigation relief"},"highlight":{"complaint_what_happened":["Despite providing full documentation, the servicer continues to misrepresent the facts and has failed to <em>correct</em> my account fully. \n\nRequested Resolution : XXXX. XXXX correction of my account to reflect current status under the executed XX/XX/XXXX <em>loan</em> modification XXXX. Removal of all delinquency and negative reporting caused by servicer <em>error</em> XXXX. Full and <em>accurate</em> accounting of all payments made and applied XXXX. Written <em>confirmation</em> that no new <em>loan</em> modification is required XXXX."]},"sort":[18.1884,"21131267"]},{"_index":"complaint-public-v1","_id":"13351466","_score":16.960167,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am filing this complaint regarding inaccurate mortgage reporting by XXXX XXXX ( XXXX XXXX  ) to TransUnion, which has caused a significant and unjustified drop in my credit score. \n\nDue to a natural disaster, I was approved by XXXX XXXX for a forbearance period, during which no mortgage payments were due. According to the terms of this agreement, my payments were not scheduled to resume until XX/XX/2025. I later applied for, and was approved for, a loan deferralformally moving the forbearance-period balance to the end of my mortgage term. I have written documentation from XXXX XXXX confirming both the forbearance and the deferral. \n\nDespite complying fully with the agreed terms, TransUnion is reporting that I am XXXX days delinquent on my mortgage, which is false. This negative entry has resulted in a credit score drop of over XXXX XXXX  on TransUnion. Importantly, XXXX  and XXXX  have accurately reflected the forbearance arrangement and are not reporting me as delinquent. \n\nTo further demonstrate my compliance and good faith, I proactively made a {$6000.00} payment in XX/XX/2025 toward my forbearance balance, even though my payments were not due to resume at that time. This payment is not being reflected in TransUnions reporting, nor has XXXX XXXX acknowledged it in any way that would have prevented this negative credit impact. \n\nI contacted TransUnion and filed a formal dispute. In addition, I attempted to obtain a written statement from XXXX XXXX confirming that they reported inaccurate information. Unfortunately, XXXX XXXX failed to provide such a statement or accept responsibility for the reporting error. \n\nThis misreporting violates the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681s-2 ( a ), which requires furnishers of information to report accurate data, and 1681s-2 ( b ), which requires a reasonable investigation of disputed information. \n\nI am requesting that the CFPB intervene to ensure XXXX XXXX : Acknowledges and corrects the inaccurate information reported to TransUnion ; Provides confirmation that the delinquency has been removed from my credit file ; Ensures that all credit bureaus reflect the accurate, non-delinquent forbearance and deferral status. \n\nThis misinformation has harmed my financial standing and was reported despite my documented compliance with XXXX XXXX approved arrangements.","date_sent_to_company":"2025-05-06T02:51:10.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"29646","tags":null,"has_narrative":true,"complaint_id":"13351466","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-05-06T02:50:48.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["According to the <em>terms</em> of this agreement, my payments were not scheduled to resume <em>until</em> XX/XX/2025. I later applied for, and was approved for, a <em>loan</em> deferralformally moving the forbearance-period balance to the end of my mortgage term. I have written documentation from XXXX XXXX confirming both the forbearance and the deferral. \n\nDespite complying fully with the agreed <em>terms</em>, TransUnion is reporting that I am XXXX days delinquent on my mortgage, which is false."]},"sort":[16.960167,"13351466"]},{"_index":"complaint-public-v1","_id":"13352544","_score":16.939592,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am filing this complaint regarding inaccurate mortgage reporting by Mr. Cooper ( Nationstar Mortgage ) to XXXX, which has caused a significant and unjustified drop in my credit score.\n\nDue to a natural disaster, I was approved by Mr. Cooper for a forbearance period, during which no mortgage payments were due. According to the terms of this agreement, my payments were not scheduled to resume until XX/XX/year>. I later applied for, and was approved for, a loan deferralformally moving the forbearance-period balance to the end of my mortgage term. I have written documentation from Mr. Cooper confirming both the forbearance and the deferral. \n\nDespite complying fully with the agreed terms, XXXX  is reporting that I am 120 days delinquent on my mortgage, which is false. This negative entry has resulted in a credit score drop of over XXXX points on XXXX. Importantly, XXXX  and XXXX  have accurately reflected the forbearance arrangement and are not reporting me as delinquent. \n\nTo further demonstrate my compliance and good faith, I proactively made a {$6000.00} payment in XX/XX/year> toward my forbearance balance, even though my payments were not due to resume at that time. This payment is not being reflected in XXXX reporting, nor has Mr. Cooper acknowledged it in any way that would have prevented this negative credit impact. \n\nI contacted XXXX and filed a formal dispute. In addition, I attempted to obtain a written statement from Mr. Cooper confirming that they reported inaccurate information. Unfortunately, Mr. Cooper failed to provide such a statement or accept responsibility for the reporting error. \n\nThis misreporting violates the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681s-2 ( a ), which requires furnishers of information to report accurate data, and 1681s-2 ( b ), which requires a reasonable investigation of disputed information. \n\nI am requesting that the CFPB intervene to ensure Mr. Cooper : Acknowledges and corrects the inaccurate information reported to XXXX  ; Provides confirmation that the delinquency has been removed from my credit file ; Ensures that all credit bureaus reflect the accurate, non-delinquent forbearance and deferral status. \n\nThis misinformation has harmed my financial standing and was reported despite my documented compliance with XXXX XXXX approved arrangements.","date_sent_to_company":"2025-05-06T02:51:11.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"29646","tags":null,"has_narrative":true,"complaint_id":"13352544","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-05-06T02:24:57.000Z","state":"SC","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["According to the <em>terms</em> of this agreement, my payments were not scheduled to resume <em>until</em> XX/XX/year>. I later applied for, and was approved for, a <em>loan</em> deferralformally moving the forbearance-period balance to the end of my mortgage term. I have written documentation from Mr. Cooper confirming both the forbearance and the deferral. \n\nDespite complying fully with the agreed <em>terms</em>, XXXX  is reporting that I am 120 days delinquent on my mortgage, which is false."]},"sort":[16.939592,"13352544"]},{"_index":"complaint-public-v1","_id":"14788662","_score":16.904833,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"follow up to my earlier communication about the following volkswagen financial services account Being reported on my credit file listed under my name and social security number, after expressing myself letting you guys know due to the automated system you guys have which is a technical issue due to at the end of each call you make a payment it states payments is received with the confirmation number, so now i have proof of your letters from Volkswagen financial services agreeing to take off my late payments on my credit report, due to your technical issue from automated system making me late from the date you VW credit financial claim of XX/XX/year> in your system. \nVolkswagen FS account is listed 30 and 60 day late payment, I have NEVER been late on this account due to records, i can also show in the consumer law that that payment should not be taken 6 days but only can be 5 days after time actual payment date being paid, which after the automated payment on XX/XX/year> {$430.00} was paid, but not taken out until XX/XX/XXXX. \n\n\n\nThis late payment for XXXX and 60 days requires a removal because I've paid the full amount plus any fee that was due to be paid upon Volkswagen financial services request in letter dated XX/XX/year> ( if you pay the amount due by the last day for payment you may continue with the contract as through you were not late ) request so now as agreed on both ends to REMOVE he late payments information and make this account XXXX CURRENT with no late payments. \nExamples of why this happened to my account which is unfair and not my fault. \n1.Technical glitches causing notifications to be sent incorrectly : An automated email or system alert might be sent to a consumer indicating a payment is due when it has already been made, according to a XXXX user XXXX While this may not directly cause a missed payment, it can create confusion and unnecessary XXXX If a consumer receives such a notification and believes they've already paid, they might disregard the message and potentially miss the payment due date if the original payment wasn't processed correctly,. In such instances, the automated system might not have the functionality to confirm whether a payment was received Failed automatic payments ( XXXX issues ) : There have been reports of Volkswagen Credit 's automated system failing to process automatic payments from bank accounts even when sufficient funds are available, according to a XXXX thread. This can result in a past-due balance and potentially late fees, despite the customer 's intention to pay on time through XXXX,. Users on XXXX have reported encountering this issue for several months, with Volkswagen Credit citing insufficient funds as the reason 2. Delayed or unapplied payments : In some cases, the system might not process or apply payments received promptly, leading to delays and the potential for a missed payment notification,. This could occur due to technical glitches, communication errors, or internal processing issues,. For instance, a customer paid off their loan in XXXX, but Volkswagen Credit continued to report missed payments for every month of the same year and even two months prior, according to a XXXX XXXX XXXX XXXX XXXX XXXX complaint. This highlights a potential failure of the automated system to accurately reflect the account status and payment history. \nXXXX. Mishandling of early or overpayments : The automated system may misinterpret payments made early or exceeding the minimum monthly amount due, according to a XXXX thread. Instead of applying the extra funds to the principal ( which typically reduces interest and future payments ), the system may allocate them as a credit toward the following month 's payment, effectively skippin a payment,. If the consumer is unaware of this misapplication and doesn't make an additional payment for the following month, they could inadvertently miss a paymentThese examples demonstrate how various errors or limitations within Volkswagen Credit 's automated systems could lead to missed payments or inaccurate reporting, requiring consumers to actively monitor their accounts and take steps to rectify such situations. \n\n\n\nTruth in Lending Act ( TILA ) : This federal law mandates lenders to disclose the full cost and terms of a loan to the borrower, says the Consumer Financial Protection Bureau. In the context of auto loans, this includes providing clear and concise information about the APR, finance charges, total payments, and other critical loan details before signing the contract. \n\n\n\nElectronic Fund Transfer Act ( EFTA ) : This law protects consumers making electronic fund transfers, including recurring payments for auto loans,. Among its provisions, it generally prohibits requiring recurring electronic payments as a condition for loan approval, except in specific circumstances.\n\nUnder these laws, auto lenders like Volkswagen Credit have specific responsibilities when processing payments and reporting information to credit bureaus : Accurate disclosure of loan terms : Before and during the loan term, lenders must clearly and accurately disclose all terms, costs, and payment schedules, as required by the TILA, including the APR, payment amount, late fees, and prepayment penalties, says the Consumer Financial Protection Bureau.\n\nPrompt and proper payment application : Payments must be applied correctly and promptly to the borrower 's account, following the terms of the loan agreement and any specific instructions from the borrower, according to the Consumer Financial Protection Bureau.\n\nReporting accurate payment information to credit bureaus : Lenders have an obligation under the FCRA to report accurate and complete information regarding payment history and account status to credit bureaus, according to Experian. Misreporting or failing to correct errors can harm the consumer 's credit standing.\n\nInvestigating disputes : If a consumer disputes an error related to their auto loan payments or credit reporting, the lender is generally obligated to investigate the claim within a reasonable timeframe and correct any verified inaccuracies. \n\n\n\nPenalties for non-compliance Violations of these laws can result in significant penalties for lenders, including fines and legal action, notes XXXX XXXX XXXX. Consumers may also be entitled to compensation for damages caused by the lender 's failure to comply.","date_sent_to_company":"2025-07-20T06:12:33.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"63031","tags":null,"has_narrative":true,"complaint_id":"14788662","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"VW Credit","date_received":"2025-07-20T05:48:22.000Z","state":"MO","company_public_response":null,"sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["Under these laws, auto lenders like Volkswagen Credit have specific responsibilities when processing payments and reporting information to credit bureaus : <em>Accurate</em> disclosure of <em>loan</em> <em>terms</em> : Before and during the <em>loan</em> term, lenders must clearly and <em>accurately</em> disclose all <em>terms</em>, costs, and payment schedules, as required by the TILA, including the APR, payment amount, late fees, and prepayment penalties, says the Consumer Financial Protection Bureau."]},"sort":[16.904833,"14788662"]},{"_index":"complaint-public-v1","_id":"8106657","_score":16.846571,"_source":{"product":"Student loan","complaint_what_happened":"I AM A MILITARY MEMBER AND UNDER PUBLIC SERVICE LOAN FORGIVENESS I am writing to file a formal complaint against my student loan servicer, MOHELA XXXX XXXX XXXX XXXX XXXX XXXX ), due to ongoing issues and mismanagement of my student loan account. As a borrower, I have faced significant challenges and setbacks due to their handling of my account, which I believe violates my rights under the terms of my loan agreement and potentially under federal student loan laws. \n\nAccount Mismanagement Details : I have no idea if I am in an administrative forbearance as that has not been communicated. Also, I have applied multiple times for XXXX  plan with no confirmations. \n\nAttempts to Resolve the Issue : I have tried calling and can not get through. No one can get through. \n\nImpact on You : I am under great stress because I have no idea what is going on with my loans. \n\nViolation of Rights : Possible violations : Right to Accurate Account Information : Borrowers have the right to receive accurate and timely information about their loan balance, interest rates, payment history, and any fees charged. If MOHELA provides incorrect or misleading information, or fails to update your account properly, this could be a violation. \n\nRight to Fair Treatment : This includes the right to be treated fairly regardless of race, gender, religion, national origin, age, disability status, or income. Any form of discrimination in servicing loans is a violation. \n\nRight to Prompt and Efficient Customer Service : Borrowers have the right to receive prompt and efficient service when they contact their loan servicer. If MOHELA consistently fails to respond to your inquiries or provides inadequate service, this could be considered a violation. \n\nRight to Proper Application of Payments : Payments should be applied to your account correctly, first to late fees and charges, then to interest, and finally to the principal. If MOHELA is applying payments incorrectly, this is a violation. \n\nRight to Error Resolution : If you believe there is an error on your account, you have the right to request that the servicer correct it. This includes misapplied payments, incorrect interest calculations, or erroneous charges. The servicer is obligated to respond to your concerns and correct any errors in a timely manner. \n\nRight to Information about Repayment Plans and Loan Forgiveness Programs : Borrowers are entitled to comprehensive information about different repayment options and loan forgiveness programs. If MOHELA fails to provide this information or misinforms you about your eligibility for such programs, this could be a violation. \n\nRight to Protection from Automatic Default : In the case of co-signed loans, some loan agreements state that the loan can be placed in default if the co-signer declares bankruptcy or dies. Newer regulations provide some protection against automatic default in these situations, and if MOHELA places your loan in default under these circumstances, it could be a violation. \nRight to a Detailed Monthly Statement : Borrowers are entitled to receive detailed monthly statements that include information on how payments were applied, the remaining balance, the interest rate, and any fees incurred.\n\nRight to Informed Consent for Payment Allocation : If you have multiple loans managed by MOHELA, you have the right to specify how extra payments are allocated across these loans. If MOHELA reallocates payments without your consent, this might be a violation. \n\nResolution Sought : I want my account handled correctly. I want to know that interest is being cleared off my account and I want a counter showing how much longer I have until my loans are forgiven under XXXX. I also want my XXXX plan application to be processed in a timely manner. It has not been done. \n\nI trust that the Consumer Financial Protection Bureau will take my complaint seriously and assist in resolving these issues with MOHELA. The mismanagement of my student loan has had a significant impact on my financial health and well-being, and I seek your intervention to ensure fair and legal treatment as per the regulatory standards governing student loan servicers.","date_sent_to_company":"2024-01-04T18:46:10.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"77523","tags":"Servicemember","has_narrative":true,"complaint_id":"8106657","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MOHELA","date_received":"2024-01-04T18:36:59.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["Right to Proper Application of Payments : Payments should be applied to your account <em>correctly</em>, first to late fees and charges, then to interest, and finally to the principal. If MOHELA is applying payments incorrectly, this is a violation. \n\nRight to <em>Error</em> Resolution : If you believe there is an <em>error</em> on your account, you have the right to request that the servicer <em>correct</em> it. This includes misapplied payments, incorrect interest calculations, or erroneous charges."],"product":["Student <em>loan</em>"],"sub_product":["Federal student <em>loan</em> servicing"],"sub_issue":["Received bad information about your <em>loan</em>"]},"sort":[16.846571,"8106657"]},{"_index":"complaint-public-v1","_id":"19272853","_score":16.733723,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint regarding imminent foreclosure activity by my mortgage servicer while my federal homeowner rights are actively invoked and unresolved. \nForeclosure sale is scheduled for XX/XX/year>. \nOn XX/XX/year>, I submitted to my servicer a formal Invocation of Homeowner Rights, including : A Notice of Error A Request for Information A request for review of all available loss mitigation options These requests remain pending and unresolved. \nDespite this, the servicer reinstated foreclosure proceedings on XX/XX/year> and is continuing toward a foreclosure sale scheduled for XX/XX/year>. \nProceeding with foreclosure under these circumstances constitutes unlawful dual tracking and violations of : RESPA Regulation X ( 12 C.F.R. 1024.35, 1024.36, and 1024.41 ) A servicer may not advance foreclosure activity while a borrowers loss mitigation request or Notice of Error is pending. I have not received : A written determination on loss mitigation A complete response to my Notice of Error Any confirmation that foreclosure has been placed on hold I am requesting the CFPBs immediate assistance to require the servicer to : Immediately suspend all foreclosure activity Vacate or cancel the XX/XX/year> foreclosure sale Comply with all RESPA and Regulation X obligations Provide written confirmation that foreclosure is on hold Given the imminent sale date, this matter is urgent and requires immediate escalation. \n\nSelene Finance has committed a material servicing error by improperly using my deferred principal balance as part of debt-to-income XXXX XXXX  ) and affordability calculations in connection with loss-mitigation and loan-modification determinations. \n\nThe deferred principal balance was created through a prior loan modification and, by definition : is not part of my current monthly payment obligation ; is not due monthly ; and is not payable unless and until maturity, refinance, or sale of the property. \n\nDespite this, Selene Finance has repeatedly denied my loss-mitigation requests citing XXXX or investor guidelines while treating the deferred principal as a current debt obligation, which distorts affordability calculations and results in an inaccurate determination of eligibility. \n\nThis constitutes an error in the evaluation of loss-mitigation options and the application of loan terms. \n\nREQUEST FOR INFORMATION Please provide the following within the time required by Regulation X : A written explanation of whether the deferred principal balance was included in any XXXX, affordability, or eligibility calculations used to deny my loss-mitigation applications. \n\nA full itemization of all figures used in each loss-mitigation review, including : gross monthly income used, monthly debt obligations used, mortgage payment used, and whether deferred principal was included or excluded. \n\nCopies of any investor or servicing guidelines relied upon that allegedly require inclusion of deferred principal as a current debt obligation. \n\nA corrected loss-mitigation evaluation, excluding deferred principal from XXXX calculations XXXX and a written determination based on accurate inputs. \n\nPRIOR NOTICE AND PENDING DISPUTE This issue was previously raised in my Notice of Error dated XX/XX/year>, and I have not received a substantive response. I further followed up by telephone on [ date ] and was advised that no investigation was reflected in your system. \n\nThis error remains unresolved while foreclosure activity continues.","date_sent_to_company":"2026-02-05T15:50:41.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"33127","tags":null,"has_narrative":true,"complaint_id":"19272853","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2026-02-05T15:30:04.000Z","state":"FL","company_public_response":null,"sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["A <em>corrected</em> loss-mitigation evaluation, excluding deferred principal from XXXX calculations XXXX and a written determination based on <em>accurate</em> inputs. \n\nPRIOR NOTICE AND PENDING DISPUTE This issue was previously raised in my Notice of <em>Error</em> dated XX/XX/year>, and I have not received a substantive response. I further followed up by telephone on [ date ] and was advised that no investigation was reflected in your system. \n\nThis <em>error</em> remains unresolved while foreclosure activity continues."]},"sort":[16.733723,"19272853"]},{"_index":"complaint-public-v1","_id":"20266553","_score":16.238909,"_source":{"product":"Mortgage","complaint_what_happened":"Our mortgage was serviced by Wells Fargo until XX/XX/2025, when it was transferred to XXXX XXXX. At the time of the transfer, we were told this was a routine and common practice and that the transition would be completely transparent to us as borrowers. \n\nShortly after the transfer, we received a notice stating that our bankruptcy history had been forgiven but that we were now required to resume payments. This statement was extremely alarming, as we have \" never '' filed for bankruptcy. Over the next two months, my husband and I spent a great deal of time communicating with both Wells Fargo and XXXX XXXX  to resolve this issue. Eventually, it was determined that this was an error, and we were told that the records would be corrected. \n\nDespite this acknowledgment, the incorrect bankruptcy information was reported on our credit report. It has since been removed by Wells Fargo and XXXX XXXX, but the process of trying to prove that this mistake was not ours caused significant stress and XXXX  for both of us. \n\nMore recently, XXXX XXXX  informed us that our monthly mortgage payment would increase from {$2100.00} to {$2600.00} per month, an increase of {$500.00}. According to XXXX XXXX, this increase is due to their post-transfer escrow analysis, not because of any change in our loan terms or property expenses. \n\nMy husband is XXXX XXXX XXXX, and I am XXXX XXXX XXXX. This sudden and unexpected increase has had a major impact on our monthly budget and financial stability. When we contacted XXXX XXXX  for assistance or clarification, we were told that this is simply how it is and that we would need to find a way to make the higher payment. \n\nWhat was supposed to be a routine and transparent transfer of our mortgage has instead caused significant stress, confusion, and financial strain. We feel that we have been unfairly impacted by the handling of this transfer by both Wells Fargo and XXXX XXXX. \n\nI respectfully request the CFPBs assistance in reviewing this situation, including : A clear and detailed accounting of the escrow analysis that resulted in the XXXX XXXX monthly increase Confirmation that all incorrect bankruptcy information has been fully corrected and removed A review of whether the payment increase was calculated properly At our age, a sudden increase of this size is extremely difficult to absorb and has created a serious financial burden. We are simply asking for transparency, accountability, and confirmation that the charges being applied to our mortgage are accurate.","date_sent_to_company":"2026-04-20T15:25:45.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"328XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"20266553","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-03-14T10:18:51.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"An existing modification, forbearance plan, short sale, or other loss mitigation relief"},"highlight":{"complaint_what_happened":["We are simply asking for transparency, accountability, and <em>confirmation</em> that the charges being applied to our mortgage are <em>accurate</em>."]},"sort":[16.238909,"20266553"]},{"_index":"complaint-public-v1","_id":"16076894","_score":15.93716,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Complaint Against : XXXX XXXX XXXXXXXX XXXX XXXXXXXX. and subservicer XXXX  XXXX XXXX  Number : XXXX Property Address : XXXX XXXX XXXXXXXX XXXX XXXXXXXX, GA XXXX Summary of Issue XXXX XXXXXXXX XXXX XXXXXXXX reported us as delinquent to the credit bureaus for XX/XX/XXXX, even though : XXXX. Timely Payments Were Made We made mortgage payments of {$1600.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. \nThese payments cleared our bank accounts. Proof is attached. \nXXXX. No Written Notice Was Ever Received The XXXX modification agreement states we would receive written notice by mail if the loan terms or required payments changed. \nWe never received any such written correspondence until the delinquency/default notice dated XX/XX/XXXX. \nXXXX XXXX XX/XX/XXXX letter claims notices were mailed on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, but these were never delivered to us. \nXXXX. We Never Used the Online Portal Until This Dispute We did not enroll in or utilize XXXX XXXX online servicing portal until this issue arose. \nOnly then did we request electronic documents. Prior to this, all communication was expected via mail, as per the modification agreement. \nXXXX. Servicer Mishandled Funds Rather than applying our {$1600.00} payments and carrying a shortage balance forward, XXXX rejected them in full. \nThis mishandling created an artificial delinquency despite our timely payments. \nXXXX. We Never Intentionally Missed a Payment We have never intentionally shorted or failed to pay our mortgage on time. \nWe are now being punished for the servicers error, not for any actual failure on our part. \nXXXX. Since This Dispute Arose We have made all principal and interest payments in full and paid any late fees assessed in order to remain current. \nOur account is now up to date without issue. \nXXXX Credit Score Impact As a direct result of this inaccurate delinquency, our Equifax credit score dropped by more than XXXX points. \nThis severe decline is directly preventing us from qualifying for mortgage financing to purchase a new home. \nXXXX. Violation of Legal Duties Under RESPA, servicers must provide clear, timely notice of changes in payment obligations. \nUnder FCRA, furnishers may only report information that is accurate and complete. Reporting us delinquent when payments were made and no written notice was delivered is inaccurate. \n\n\n\nRequested Resolution Remove all derogatory credit reporting related to this alleged delinquency from XXXX, Equifax, and XXXX. \nCorrect our mortgage payment history to reflect timely payments. \nProvide written confirmation that our account is current and accurate.","date_sent_to_company":"2025-09-22T23:33:12.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"306XX","tags":null,"has_narrative":true,"complaint_id":"16076894","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-09-22T23:32:50.000Z","state":"GA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Under FCRA, furnishers may only report information that is <em>accurate</em> and complete. Reporting us delinquent when payments were made and no written notice was delivered is inaccurate. \n\n\n\nRequested Resolution Remove all derogatory credit reporting related to this alleged delinquency from XXXX, Equifax, and XXXX. \n<em>Correct</em> our mortgage payment history to reflect timely payments. \nProvide written <em>confirmation</em> that our account is current and <em>accurate</em>."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[15.93716,"16076894"]},{"_index":"complaint-public-v1","_id":"16078051","_score":15.900532,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Complaint Against : Morgan Stanley Private Bank, N.A. and subservicer XXXX  XXXX XXXX  Number : XXXX Property Address : XXXX XXXX XXXXXXXX XXXX XXXXXXXX, GA XXXX Summary of Issue Morgan Stanley and XXXX reported us as delinquent to the credit bureaus for XX/XX/XXXX, even though : XXXX. Timely Payments Were Made We made mortgage payments of {$1600.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. \nThese payments cleared our bank accounts. Proof is attached. \nXXXX. No Written Notice Was Ever Received The XXXX modification agreement states we would receive written notice by mail if the loan terms or required payments changed. \nWe never received any such written correspondence until the delinquency/default notice dated XX/XX/XXXX. \nMorgan Stanleys XX/XX/XXXX letter claims notices were mailed on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, but these were never delivered to us. \nXXXX. We Never Used the Online Portal Until This Dispute We did not enroll in or utilize Morgan Stanley/XXXX  online servicing portal until this issue arose. \nOnly then did we request electronic documents. Prior to this, all communication was expected via mail, as per the modification agreement. \nXXXX. Servicer Mishandled Funds Rather than applying our {$1600.00} payments and carrying a shortage balance forward, XXXX rejected them in full. \nThis mishandling created an artificial delinquency despite our timely payments. \nXXXX. We Never Intentionally Missed a Payment We have never intentionally shorted or failed to pay our mortgage on time. \nWe are now being punished for the servicers error, not for any actual failure on our part. \nXXXX. Since This Dispute Arose We have made all principal and interest payments in full and paid any late fees assessed in order to remain current. \nOur account is now up to date without issue. \nXXXX Credit Score Impact As a direct result of this inaccurate delinquency, our XXXX  XXXX XXXX dropped by more than XXXX points. \nThis severe decline is directly preventing us from qualifying for mortgage financing to purchase a new home. \nXXXX. Violation of Legal Duties Under RESPA, servicers must provide clear, timely notice of changes in payment obligations. \nUnder FCRA, furnishers may only report information that is accurate and complete. Reporting us delinquent when payments were made and no written notice was delivered is inaccurate. \n\n\n\nRequested Resolution Remove all derogatory credit reporting related to this alleged delinquency from XXXXXXXX XXXX XXXX XXXX \nCorrect our mortgage payment history to reflect timely payments. \nProvide written confirmation that our account is current and accurate.","date_sent_to_company":"2025-09-22T23:44:04.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"306XX","tags":null,"has_narrative":true,"complaint_id":"16078051","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MORGAN STANLEY & CO. LLC","date_received":"2025-09-22T23:38:48.000Z","state":"GA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Under FCRA, furnishers may only report information that is <em>accurate</em> and complete. Reporting us delinquent when payments were made and no written notice was delivered is inaccurate. \n\n\n\nRequested Resolution Remove all derogatory credit reporting related to this alleged delinquency from XXXXXXXX XXXX XXXX XXXX \n<em>Correct</em> our mortgage payment history to reflect timely payments. \nProvide written <em>confirmation</em> that our account is current and <em>accurate</em>."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[15.900532,"16078051"]},{"_index":"complaint-public-v1","_id":"3350452","_score":14.15016,"_source":{"product":"Mortgage","complaint_what_happened":"I sold my house located at XXXX XXXX XXXX, XXXX Fl XXXX on XX/XX/XXXX. I was behind on payments and I called Mr Cooper aka Nationstar to inform them house was being sold. I requested a payoff and they sent one that was good through XX/XX/XXXX. My closing lawyer contacted them on XX/XX/XXXX to get the payoff amount verified before they sent the wire. Once amount was confirmed with Nationstar/Mr. Cooper the wire was sent and confirmed. On XX/XX/XXXX my lawyers office received a message saying the wire transfer was being returned because it was not sufficient to pay off the outstanding amount. Yet this amount was confirmed and here they are 14 days later saying they sent it to legal for foreclosure proceedings to begin on XX/XX/XXXX! Remember we sent wire on XXXX XXXX. \nBelow is the emails that were sent to Mr. Cooper/Nationstar and they are refusing to accept their gross negligence and have now hired an attorney to sue me for the outstanding balance. \nFwd : ***URGENT*** re : XXXX XXXX , Loan # XXXX ; Payoff Inbox XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department. \n\nBest, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the \" Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the \" Wire '' ). See attached wire confirmation. \n\nThe Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that \" This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed. \n\nEven so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds! \n\nI direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record. \n\nOur firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX. \n\nRepresentatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower ( the  seller ). \n\nWe now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us. \n\nOur firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter. \n\nWe are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter. \n\nPlease contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning. \n\nBest, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXXXXXX XXXX : XXXX fax : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX Fwd : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff Inbox x XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department. \n\nBest, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the \" Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the \" Wire '' ). See attached wire confirmation. \n\nThe Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that \" This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed. \n\nEven so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds! \n\nI direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record. \n\nOur firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX. \n\nRepresentatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower ( the  seller ). \n\nWe now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us.\n\nOur firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter.\n\nWe are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter. \n\nPlease contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning. \n\nBest, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX XXXX XXXX  XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX Fwd : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff Inbox x XXXX XXXX XX/XX/XXXX, XXXX XXXX  ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department. \n\nBest, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX  Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the \" Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the \" Wire '' ). See attached wire confirmation. \n\nThe Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that \" This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed. \n\nEven so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds! \n\nI direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record. \n\nOur firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX. \n\nRepresentatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower ( the seller ). \n\nWe now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us.\n\nOur firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter.\n\nWe are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter. \n\nPlease contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning. \n\nBest, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX : XXXX  XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX : XXXX XXXX : XXXX XXXX, Loan XXXX XXXX ; Payoff Inbox x XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department. \n\nBest, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the \" Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the \" Wire '' ). See attached wire confirmation. \n\nThe Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that \" This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed. \n\nEven so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds! \n\nI direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record. \n\nOur firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX. \n\nRepresentatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower XXXX the seller ). \n\nWe now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us.\n\nOur firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter.\n\nWe are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter. \n\nPlease contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning. \n\nBest, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX  : XXXX fax : XXXX XXXX : XXXX  XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Email follow up 2 -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Mon, XX/XX/XXXX at XXXX XXXX Subject : Fwd : ***URGENT*** re : XXXX XXXX, Loan # XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX We have still not received any response to the email below on this most URGENT matter. Kindly confirm receipt of this email. \n\nUnder Florida law, the lender is obligated by statute to release the mortgage within 60 days of payment in full. Our law firm timely submitted payment in full pursuant to the attached payoff. Mr. Cooper wrongfully rejected the payment. \n\nPlease email or call our office and ask for XXXX XXXX, XXXX XXXX or myself. We look forward to hearing from you today. Our cutoff time for sending wires is XXXX XXXX. Eastern time. \n\nTime is of the essence and your immediate attention is needed. We look forward to hearing from you. \n\n\n\nForwarded Conversation Subject : Fwd : ***URGENT*** re : XXXX XXXX XXXX XXXX # XXXX ; Payoff -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX Date : Mon, XX/XX/XXXX at XXXX XXXX  To : XXXX XXXX XXXX Sending each email individually to you, this is the initial email to their research claims department. \n\nBest, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the \" Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the \" Wire '' ). See attached wire confirmation. \n\nThe Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that \" This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed. \n\nEven so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds! \n\nI direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record. \n\nOur firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX XXXX supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX. ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX. \n\nRepresentatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower XXXX the seller ). \n\nWe now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us.\n\nOur firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter.\n\nWe are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter. \n\nPlease contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning. \n\nBest, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX CONFIDENTIALITY NOTE : The information contained in this transmission is privileged and confidential information intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this transmission in error, do not read it. Please immediately reply to the sender that you have received this communication in error and then delete it. Thank you for your cooperation. Disclaimer regarding Uniform Electronic Transactions Act ( \" UETA '' ) ( Florida Statutes Section 668.50 ) : If this communication concerns negotiation of a contract or agreement, UETA does not apply to this communication ; contract formation in this matter shall occur only with manually-affixed original signatures on original documents. \nWire Fraud Alert : If you receive an email from me personally, XXXX XXXX XXXX, XXXX or any other office or person requesting you wire or transfer funds to our office, you must verify any funding instructions you receive by telephone conversation with me before doing so, using contact information found from an independent source, such as the sales contract or internet. Failure to do so can result in lost funds. Criminals are targeting the real estate and legal counsel professions. WE DO NOT USE AN INTERMEDIARY BANK OR ANY BANK OTHER THAN XXXX XXXX. Please proceed with caution. XXXX XXXX XXXX, XXXX is not responsible for any wires sent by you to an incorrect bank account. \n\n\n\n-- Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX XXXX XXXX  XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX CONFIDENTIALITY NOTE : The information contained in this transmission is privileged and confidential information intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this transmission in error, do not read it. Please immediately reply to the sender that you have received this communication in error and then delete it. Thank you for your cooperation. Disclaimer regarding Uniform Electronic Transactions Act ( \" UETA '' ) ( Florida Statutes Section 668.50 ) : If this communication concerns negotiation of a contract or agreement, UETA does not apply to this communication ; contract formation in this matter shall occur only with manually-affixed original signatures on original documents. \nWire Fraud Alert : If you receive an email from me personally, XXXX XXXX XXXX, XXXX or any other office or person requesting you wire or transfer funds to our office, you must verify any funding instructions you receive by telephone conversation with me before doing so, using contact information found from an independent source, such as the sales contract or internet. Failure to do so can result in lost funds. Criminals are targeting the real estate and legal counsel professions. WE DO NOT USE AN INTERMEDIARY BANK OR ANY BANK OTHER THAN XXXX XXXX. Please proceed with caution. XXXX XXXX XXXX, XXXX is not responsible for any wires sent by you to an incorrect bank account. \n\n\n\n-- -- -- -- -- From : XXXX XXXX XXXX Date : Mon, XX/XX/XXXX at XXXX XXXX To : XXXX XXXX XXXX Email follow up 1 to them -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : Re : ***URGENT*** re : XXXX XXXX, Loan # XXXX ; Payoff XXXX XXXX XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good afternoon. We have less than 30 minutes Eastern time to initiate a wire to Mr. Cooper. We still have not received any response to the email below. This mat XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) I Have now received a letter from the law office of XXXX in XXXX Fl saying Nationstar is suing me for XXXX which now includes legal fees. I am not paying one penny more then what was originally owed to Nationstar/Mr Cooper on XX/XX/XXXX","date_sent_to_company":"2019-08-22T18:05:57.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"93063","tags":null,"has_narrative":true,"complaint_id":"3350452","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2019-08-22T17:36:58.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["If you have received this transmission in <em>error</em>, do not read it. Please immediately reply to the sender that you have received this communication in <em>error</em> and then delete it. Thank you for your cooperation."]},"sort":[14.15016,"3350452"]},{"_index":"complaint-public-v1","_id":"3388973","_score":13.62336,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"After many attempts to correct items on my credit on line, by phone and fax, I am filing this complaint because the credit bureaus are ignoring the Federal & State Laws ( California, ) for credit. I continue to get updates that either state the information is accurate, ( when it is not, ) or that information that is \" Accurate '' can not be removed after 7 years, or even after 10 years. Below is the last letter I wrote Experian concerning these issues, and was based on the CFPB sample letter.\n\nAdditionally, I have repeatedly explained that not only is my credit report based on the FCRA, but also on the California bill of Rights, which gives me the right to request information that is older than 7 years whether negative or accurate to be removed from my credit file. There are creditors reporting 15+ years since the file was closed or became inactive, that the bureaus refuse to remove. \n\nWhen a company such as XXXX XXXX is transferred the Servicing Rights of my loan from XXXX XXXX XXXX, they may not report for 60 days after the transfer, yet they did. \n\nWhen an Error Notice is in progress the company also can't report on my credit, but they did. \n\nWhen information is deleted from my report, a new Servicer can not add it back in, but they did. \n\nFurthermore, my report states ; XXXX XXXX XXXX inquired on my credit XX/XX/XXXX. Even though there permissionable rights to check my check extinguished on XX/XX/XXXX, when the loan was transferred, and sold to XXXX servicing. They had no right to check my credit, but Experian said if they receive confirmation from XXXX XXXX XXXX the \" Agency '' checks no further resulting in allowing XXXX  to inquiry. XXXX just lost a lawsuit in XXXX for this very thing, and they are still doing this and getting away with it. \n\nThis is my request in writing for corrections : RE : Investigation Request to Delete inaccurate credit reporting, unrecognized accounts, & outdated ( over 7 years. ) based on the most recent credit report dated XX/XX/XXXX, file # XXXX In accordance with the Fair Credit Reporting Act Section 611 ( 15 U.S.C. 1681I ), and the State of California - Consumer Credit Reporting Agencies Act, CCRA 1785-1788 the California Bill of Rights, or California Code of Civil Procedures : Section 1021.5 I am practicing my right to challenge questionable information that I have found on my personal credit report made on my personal credit report. I am now requesting a re-investigation under Civil Code - Title 1.6 -1785.30, by making this written demand to correct all items disputed within the next 30 days. \n\nI am also requiring the Experian to correct or delete all items found to be inaccurate during the dispute period. If you have not been provided with any evidence the information originally provided is correct, your agency shall delete the information from my report. If the reported information is not corrected, modified, or deleted, I ask that I am promptly notified and provided with all relevant information that is received by the Agency concerning my dispute.\n\nWhat is most important is correcting the information reported by XXXX, as I am trying to purchase a home, and their inaccurate reporting has dropped my overall credit scores over 100 points. in the status section for XXXX XXXX  XXXX it should state : Original Creditor was : XXXX XXXX XXXX XXXX Sold on : XX/XX/XXXX Balance as of this date : {$290000.00} Monthly Payment beginning XX/XX/XXXX : {$970.00} Terms : XXXX XXXX months ( See XXXX XXXX XXXX amortization agreement. ) Missing payments made on : XX/XX/XXXX and XX/XX/XXXX in the amount of {$1300.00} The last payment made XXXX for {$1300.00} & isn't documented. It's important to report because this loan changed both lenders & Servicer 's with the first payment to the new lender on XX/XX/XXXX not shown nor XX/XX/XXXX. \n\nUnder RESPA there is a 60-day period beginning on the effective date of transfer of the servicing of any federally related mortgage loan, a late fee may not be imposed on the borrower. This is often misinterpreted as meaning that after 60 days the new mortgage loan servicer MUST report the account to the credit bureaus. This is incorrect. The 60-day rule simply says that credit reporting can not occur if a payment has been made, not that credit reporting is required. \n\nI have filed a complaint with the CFPB on XX/XX/XXXX, which is why Experian opened a re-investigation for XXXX. CFPB generated a copy of my complaint, with documentation directly to you. \n\nXXXX XXXX XXXX : Balance as of this date : {$290000.00} Monthly Payment beginning XX/XX/XXXX : {$970.00} Terms : XXXX yrs or 389 months ( See XXXX XXXX XXXX amortization agreement. ) Loans Paid ( not unknown ) Comments : Sold/Transferred XX/XX/XXXX ( instead of Transferred to another office ) Some of the information was correctly deleted in the report dated XX/XX/XXXX, as requested, while other information was disregarded because the creditor stated it was accurate, did not provide the information or Experians policy is against deleting accurate information until after 10 years, this is a violation under the FCRA and the California Bill of Rights, which states ALL information ( other than a bankruptcy or judgement ) must be deleted after 7 years. \n\nINCORRECT ACCOUNT INFORMATION The accounts below are reporting incorrectly please investigate these : 1. XXXX XXXX XXXX account # XXXX closed over 7 years ago/ Auto Loan 2. XXXX XXXX XXXX account # XXXX closed over 7 years ago/ Auto Loan 3. XXXX XXXX XXXX account # XXXX closed over 7 years ago/ Auto Loan 4. XXXX XXXX XXXX account # XXXX closed over 7 yrs ago/ Credit Card 5. XXXX XXXX XXXX account # XXXX / Credit Card Paid ( under Loans it shows Unknown ) I ask that Experian provide me the following information concerning the results of this Re-investigation 1. The date you contacted the creditor 2. The contact information for the creditor 3. The name of the person who verified the item to you 4. The method of communication you used to verify this information 5. Did the creditor provide you with my SSN, address, and Date of Birth?\n\n6. Concerning XXXX   What proof was provided to your company allowing XXXX to report after the Transfer? \n\nResults of Re-investigation Please provide me with the following once your investigation is completed : A statement that the Re-investigation has been completed A Revised Consumer Report A Description of the Procedure used to Determine the Accuracy How did you arrive at the Completeness of the information I was provided? \nAny future Notifications ( under subsection - d ) are furnished to me. \n\nPlease take this seriously ; If my concerns are not addressed immediately, and I am denied final approval on my home loan, I plan to take XXXX to court, and have a judged decide how extensive my losses were.","date_sent_to_company":"2019-09-28T06:44:43.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"95630","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3388973","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-09-28T01:56:11.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["or Experians policy is against deleting <em>accurate</em> information <em>until</em> after 10 years, this is a violation under the FCRA and the California Bill of Rights, which states ALL information ( other than a bankruptcy or judgement ) must be deleted after 7 years."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[13.62336,"3388973"]},{"_index":"complaint-public-v1","_id":"7306000","_score":13.120724,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I noticed that Experian continues to report this item as an open collection with a past due balance, which is a violation of the Fair Credit Reporting Act ( FCRA ). \n\nThe account in question is as follows : XXXX XXXX XXXX  XXXX Updated Information on this item has been updated. Please review your report for the details. \nBefore Dispute Account name XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Address identification number Not available Original creditor XXXX XXXX XXXX Account number XXXX Type Collection Terms 1 Months On record until XX/XX/XXXX Recent balance {$390.00} as of XX/XX/XXXX Credit limit or original amount {$390.00} High balance Not reported Monthly payment Not reported Date opened XX/XX/XXXX Date of status XX/XX/XXXX First reported XX/XX/XXXX Responsibility Individual Status Collection account. {$390.00} past due as of XX/XX/XXXX. \nComment Completed investigation of FCRA dispute - consumer disagrees. \nReinvestigation information This item was updated from our processing of your dispute in XXXX XXXX. \n\nAfter Dispute Account name XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Address identification number Not available Original creditor XXXX XXXX XXXX Account number XXXX Type Collection Terms 1 Months On record until XX/XX/XXXX Recent balance {$390.00} as of XX/XX/XXXX Credit limit or original amount {$390.00} High balance Not reported Monthly payment Not reported Date opened XX/XX/XXXX Date of status XX/XX/XXXX First reported XX/XX/XXXX Responsibility Individual Status Collection account. {$390.00} past due as of XX/XX/XXXX. \nComment Completed investigation of FCRA dispute - consumer disagrees. \nReinvestigation information This item was updated from our processing of your dispute in XX/XX/XXXX. \n\nI wish to emphasize that the Fair Credit Reporting Act mandates that consumer reporting agencies, like Experian, have a legal obligation to ensure the accuracy and fairness of the information they report. Upon discovering any inaccuracies in the data, it is the responsibility of the credit reporting agency to promptly correct or remove the disputed items from the consumer 's credit report.\n\nAs per FCRA Section 611 ( a ) ( 1 ) ( A ), \" A consumer reporting agency shall, free of charge, reinvestigate and modify or remove any information in a consumer 's file that the consumer disputes as inaccurate or incomplete, or can not be verified. '' Given that I have already disputed the accuracy of this collection item with the company, and they have confirmed its inaccuracy by updating the information, I kindly request that Experian immediately remove this inaccurate entry from my credit report.\n\nMoreover, reporting an account as an open collection with an updated balance is not only misleading but also damaging to my creditworthiness. This incorrect information has the potential to adversely impact my ability to secure credit, loans, or favorable interest rates, despite my efforts to maintain a responsible financial profile.\n\nI would appreciate your immediate attention to this matter and a written confirmation of the resolution. Kindly send me a copy of the updated credit report reflecting the removal of the inaccurate collection item.\n\nPlease feel free to contact me if you require any additional information or documentation to expedite the resolution process. I have attached copies of relevant documents, including the correspondence from the company acknowledging the error and updating the information.\n\nThank you for your assistance in rectifying this matter promptly. I trust that Experian will uphold its legal obligation to provide accurate credit reporting to consumers in accordance with the Fair Credit Reporting Act.","date_sent_to_company":"2023-07-26T06:36:28.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"32825","tags":null,"has_narrative":true,"complaint_id":"7306000","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-07-26T06:15:53.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I have attached copies of relevant documents, including the correspondence from the company acknowledging the <em>error</em> and updating the information.\n\nThank you for your assistance in rectifying this matter promptly. I trust that Experian will uphold its legal obligation to provide <em>accurate</em> credit reporting to consumers in accordance with the Fair Credit Reporting Act."]},"sort":[13.120724,"7306000"]},{"_index":"complaint-public-v1","_id":"7305687","_score":13.120724,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I noticed that XXXX continues to report this item as an open collection with a past due balance, which is a violation of the Fair Credit Reporting Act ( FCRA ). \n\nThe account in question is as follows : XXXX XXXX XXXX  XXXX Updated Information on this item has been updated. Please review your report for the details. \nBefore Dispute Account name XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Address identification number Not available Original creditor XXXX XXXX XXXX Account number XXXX Type Collection Terms 1 Months On record until XX/XX/XXXX Recent balance {$390.00} as of XX/XX/XXXX Credit limit or original amount {$390.00} High balance Not reported Monthly payment Not reported Date opened XX/XX/XXXX Date of status XX/XX/XXXX First reported XX/XX/XXXX Responsibility Individual Status Collection account. {$390.00} past due as of XX/XX/XXXX. \nComment Completed investigation of FCRA dispute - consumer disagrees. \nReinvestigation information This item was updated from our processing of your dispute in XXXX XXXX. \n\nAfter Dispute Account name XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Address identification number Not available Original creditor XXXX XXXX XXXX Account number XXXX Type Collection Terms 1 Months On record until XX/XX/XXXX Recent balance {$390.00} as of XX/XX/XXXX Credit limit or original amount {$390.00} High balance Not reported Monthly payment Not reported Date opened XX/XX/XXXX Date of status XX/XX/XXXX First reported XX/XX/XXXX Responsibility Individual Status Collection account. {$390.00} past due as of XX/XX/XXXX. \nComment Completed investigation of FCRA dispute - consumer disagrees. \nReinvestigation information This item was updated from our processing of your dispute in XX/XX/XXXX. \n\nI wish to emphasize that the Fair Credit Reporting Act mandates that consumer reporting agencies, like XXXX, have a legal obligation to ensure the accuracy and fairness of the information they report. Upon discovering any inaccuracies in the data, it is the responsibility of the credit reporting agency to promptly correct or remove the disputed items from the consumer 's credit report. \n\nAs per FCRA Section 611 ( a ) ( 1 ) ( A ), \" A consumer reporting agency shall, free of charge, reinvestigate and modify or remove any information in a consumer 's file that the consumer disputes as inaccurate or incomplete, or can not be verified. '' Given that I have already disputed the accuracy of this collection item with the company, and they have confirmed its inaccuracy by updating the information, I kindly request that XXXX immediately remove this inaccurate entry from my credit report. \n\nMoreover, reporting an account as an open collection with an updated balance is not only misleading but also damaging to my creditworthiness. This incorrect information has the potential to adversely impact my ability to secure credit, loans, or favorable interest rates, despite my efforts to maintain a responsible financial profile. \n\nI would appreciate your immediate attention to this matter and a written confirmation of the resolution. Kindly send me a copy of the updated credit report reflecting the removal of the inaccurate collection item. \n\nPlease feel free to contact me if you require any additional information or documentation to expedite the resolution process. I have attached copies of relevant documents, including the correspondence from the company acknowledging the error and updating the information. \n\nThank you for your assistance in rectifying this matter promptly. I trust that XXXX will uphold its legal obligation to provide accurate credit reporting to consumers in accordance with the Fair Credit Reporting Act.","date_sent_to_company":"2023-07-26T06:36:35.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"32825","tags":null,"has_narrative":true,"complaint_id":"7305687","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-07-26T06:36:32.000Z","state":"FL","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I have attached copies of relevant documents, including the correspondence from the company acknowledging the <em>error</em> and updating the information. \n\nThank you for your assistance in rectifying this matter promptly. I trust that XXXX will uphold its legal obligation to provide <em>accurate</em> credit reporting to consumers in accordance with the Fair Credit Reporting Act."]},"sort":[13.120724,"7305687"]},{"_index":"complaint-public-v1","_id":"7639056","_score":12.847158,"_source":{"product":"Mortgage","complaint_what_happened":"Please answer my direct questions as you have not in any of the previous emails. Yesterday, XX/XX/XXXX, XXXX advised me to send an email inquiry to XXXX regarding the missing payment that was debited from my bank account on XXXX, which is yet another covered error subject to regulation under XXXX Not crediting a payment on date of receipt as required under 1026.36 ( c ) ( 1 ) error subject to regulation. A payment that cleared my bank account on XX/XX/XXXX, was not showing in your portal as of yesterday, XX/XX/XXXXXXXX  and the portal reflected the payment due for XX/XX/XXXX, of {$850.00}, if the payment that cleared my bank account on XXXX was not showing until today, how can the amount due for XXXX still reflect {$850.00}? \n\nBelow is the response to the email XXXX suggested I send. A copy of my statement was attached yet they couldn't find the account. Is it unconscionable that I would receive an email stating the account can not be located with all of the information provided. Clearly nothing Mr. Cooper does is accurate. \n\nFrom : XXXX XXXX Incoming XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : RE : XX/XX/XXXXXXXX  Payment Thank you for contacting Mr. Cooper. Please note that we are unable to locate an account under the property address and/or borrower information provided. \n\nIf you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX  ( CT ), Friday XXXX XXXX  to XXXX XXXX  ( CT ) and Saturday XXXX XXXX  to XXXX XXXX ( CT ). \n\nLet us know if theres anything else we can do for you. Were here to help. \n\nSincerely, Mr. Cooper Additional Violations : Imposing a fee, the servicer lacks a reasonable basis to impose- Not timely paying taxes, insurance, or other charges servicer agreed to collect and pay per 1024.34 ( a ) or refunding an escrow account balance per 1024.34 ( b ) Any other error relating to the servicing of a borrowers mortgage loan While discussing this ongoing issue with XXXX yesterday, we found an additional error in that the funds for escrow for taxes far exceeded my tax bill, so where were those funds allocated? \n\nUnder 1024.35 ( f ) ( 1 ), the servicer should correct the errors and notify the borrower of the correction in writing within five days ( excluding weekends and holiday ). NOT 5 YEARS!\n\nFurthermore, Your \" RESPA Response Notice of Error '' received today does not satisfy the requirements as this has been reported since XXXX. Mr. Cooper sent me confirmation that the flood insurance proof was received yet continued to withdraw funds for forced placed flood insurance, then recycled the same error in sending a letter on XX/XX/XXXX, that there was a lapse in my flood insurance coverage in XXXX. It is known that Mr. Cooper has engaged in inappropriate lending standards and that Customer Service Reps are encouraged to pressure customers to refinance and also to redistribute fees, which is exactly what you've done with the payments made as evidenced by the ortal on XX/XX/XXXX stating all forbearance payments had been satisfied and there was {$0.00} due on XX/XX/XXXX. XXXX. It is common knowledge that Mr. Cooper 's customer service reps are encouraged to pressure customers to refinance with no benefit to the borrower and clearly fees are redistributed so that the Mr. Cooper can profit and force the borrower to refinance. Mr. Cooper has not been compliant with RESPA as evidenced by the lack of communication and by its failure to research and resolve this issue in XXXX when it was initially reported. When Mr. Cooper couldn't respond within 30 days, it should have communicated to me and explained why more time was needed to reply and that the issue was being worked on. I called monthly, so how is it possibly not to respond timely? I did receive confirmation that my funds would be returned. Not only were my funds never returned, Mr. Cooper continued to deduct funds for forced placed flood insurance, year after year. Mr. Cooper 's non-compliance has been with the statutory scheme governing the error resolution process and communications between lenders and consumers. \nMr. Cooper/Nationstar did not comply with RESPA and in your most recent response, attached, is statutorily insufficient and constitutes common law negligence. as Mr. Coopers representatives confirmed this was resolved in XXXX yet continued the behavior which indicates a reasonable investigation was never conducted and I was never provided with the required responsive information. \n\nRESPA RESPONSE TO NOTICE OF ERROR Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred because a letter was sent to you dated XX/XX/XXXX, indicating there was lapse in flood insurance coverage. We corrected the error by refunding all flood insurance disbursements and removing hazard and flood insurance from the escrow account. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are : Transaction History Suspense History Escrow Statement dated XX/XX/XXXX Billing Statement dated XX/XX/XXXX Prior Response Letters ( 2 ) Additionally, it is a prohibited practice for a servicer to charge a fee or to require a borrower to make a payment not yet due as a condition for responding to an error notice. In addition, for 60 days after receiving the error notice, servicers may not report adverse information about an alleged payment error to a consumer reporting agency. \n\nRESPA exists to prevent abuse of borrowers by servicers and Mr. Cooper/Nationstar has shown their lack of compliance with the requirements of RESPA, Mr. Cooper received and confirmed receipt of proof of flood insurance in XXXX, XXXX. XXXX and XXXX yet continued to deduct funds for force placed flood coverage providing contradictory information. Mr. Cooper even sent the funds to Assurant for kickbacks as my coverage has never been with Assurant but through my HOA master policy, and Mr. Cooper knew and confirmed that they were aware of the coverage.\n\nMr. Cooper continues to post statements in its portal reflecting that there are no payments due on the account and then charging fees and costs for not having received the payment and improperly disclosing information to credit reporting agencies. \n\nI have provided sufficient detail to Mr. Cooper multiple times, in writing, that I have attached to previous emails. Mr. Cooper never provided me with a response until today, over 4 years later. I never received a notice of the effective date of the correction from providing proof of flood insurance and Mr. Cooper continued with the error., year after year and even as recent as a month ago, XX/XX/XXXX. Please provide me with the details of the investigation from my requests in XXXX, XXXX, XXXX and XXXX at once. I have provided you with the details including dates and the names of those I spoke to and have the conversations recorded with informed consent. \nMr. Cooper has engaged in predatory lending that imposes unfair, deceptive, and abusive terms on borrowers. Mr.Coopers customer service reps continually attempt to trick borrowers into refinancing and to strip them of equity push them into higher interest contracts and/or force them into financial ruin.\n\nMr. Cooper would not disclose terms of the options at the end of forbearance period as requested multiple times, and has continued to engage in deceptive and fraudulent actions and with a complete lack of transparency.\n\nUpon exiting a Covid -19 forbearance program and when a borrower is ready to restart making mortgage payments, Mr. Cooper as a mortgage servicer is required to work with borrowers and tell them about all available options. \n\nMr. Cooper has also been in violation of Charging late fees to borrowers in CARES Act forbearance programs.The CARES Act prohibits a servicer of federally-backed mortgage loans from imposing these fees while a borrowers mortgage payments are being deferred due to financial hardship caused by the COVID-19 emergency. 4 Late feees. Were charged of {$36.00} to my account on XX/XX/XXXX when on XX/XX/XXXX the account showed paid to date. \nFailing to end preauthorized electronic fund transfers. As evidenced by the XXXX taken from a XXXX account in XXXX of XXXX an account closed in XX/XX/XXXX. I paid my a monthly payment XX/XX/XXXX from my XXXX XXXX Account and Mr. Cooper attempted an ACH from the closed XXXX account, their portal reflects a reverse charge which was caused by their careless practices and has me questioning their cyber security. The XXXX XXXX payment was never applied but deducted from my bank account. \nTheyve charged me as a borrower, unauthorized amounts. Mr. Cooper has overcharged me for services and added fees outside of my loan terms due to the misappropriation of funds and late fees that werent warranted during forbearance Misrepresenting mortgage loan transactions and payment history in online accounts. The online account indicated the loan was paid up to date on XX/XX/XXXX, on XX/XX/XXXX the portal indicated {$5600.00} and later that day the portal indicated I owed {$4700.00} with a partial payment of {$560.00}! That is beyond deceptive, should a borrower be required to view the portal multiple times a day. same day the portal indicated Examiners found that servicers provided inaccurate descriptions of payments and transaction information, which may have misled borrowers. \nMr. Cooper has continually misrepresented mortgage loan transactions and payment history in online accounts with inaccurate descriptions of payments and transaction information, which is done purposely to mislead me and other borrowers. \nIncorrect handling of partial payments. Servicers are required to take one of the following specific actions when they receive a partial payment from a borrower : crediting the payment, returning it to the consumer, or holding it in an unapplied funds account. Examiners found that, in some cases, servicers put these payments in borrowers escrow accounts rather than returning the amount or crediting it to borrowers next monthly payment. \nFailing to forced placed flood insurance and continuing to charge for it annually and immediately after receiving and confirming receipt of the proof.","date_sent_to_company":"2023-09-29T16:33:26.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"336XX","tags":null,"has_narrative":true,"complaint_id":"7639056","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2023-09-29T02:56:17.000Z","state":"FL","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Cooper has overcharged me for services and added fees outside of my <em>loan</em> <em>terms</em> due to the misappropriation of funds and late fees that werent warranted during forbearance Misrepresenting mortgage <em>loan</em> transactions and payment history in online accounts. The online account indicated the <em>loan</em> was paid up to date on XX/XX/XXXX, on XX/XX/XXXX the portal indicated {$5600.00} and later that day the portal indicated I owed {$4700.00} with a partial payment of {$560.00}!"]},"sort":[12.847158,"7639056"]},{"_index":"complaint-public-v1","_id":"16509474","_score":12.621648,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am submitting this complaint because my credit report contains inaccurate and unauthorized information that has severely impacted my credit score, financial opportunities, and ability to access credit. Under the Fair Credit Reporting Act ( FCRA ) Sections 602, 607, 611, and 623, I have the right to dispute and request the reinvestigation of all incorrect information. This complaint seeks immediate correction of all errors, removal of unauthorized inquiries, and proper verification of all accounts and addresses. \n\nXXXX XXXX XXXX, CA XXXX ADDRESS This address is completely inaccurate and has never been associated with me in any way. I have never resided, received mail, or conducted any financial transactions from this location. The reporting of this false address contributes to mixed-file issues, potential identity confusion, and misrepresentation of my credit history. Prior disputes have failed to remove it, demonstrating a lack of proper verification and compliance with FCRA 607 ( b ) and 611 ( a ) ( 1 ) ( A ). The continued presence of this erroneous address can negatively impact credit decisions, create false associations with fraudulent activity, and hinder my ability to obtain accurate credit reports. Immediate deletion is required to correct my credit profile and prevent further damage. The repeated failure to provide documentation linking me to this address shows blatant disregard for legal obligations. This error compromises my financial reputation, causes unnecessary stress, and could lead to wrongful denials of credit or services. I demand full correction and written confirmation of its removal. \n\nXXXX  Account # XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date Opened : XX/XX/XXXX Balance Owed : {$3500.00} LATE PAYMENT * * This account continues to show late payment information that can not be verified. I have never received supporting documentation proving the legitimacy of these alleged delinquencies. The continued reporting of unverified late payments damages my credit history, violates FCRA 611 and 623 ( a ) ( 1 ) ( A ), and demonstrates a failure of reasonable investigation. This false reporting impacts my ability to access credit, increases borrowing costs, and misrepresents my financial responsibility. The bureaus failure to correct this after prior disputes shows willful negligence. The repeated inaccurate reporting of this account interferes with my professional and personal financial life and may mislead creditors. I have requested proof of payment history, account statements, and verification from the original creditor, but no adequate response has been provided. The negative impact is ongoing, causing potential denial of loans or unfavorable interest rates. These inaccuracies must be deleted immediately to restore fairness and compliance with federal law. \n\nXXXX  Account # XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date Opened : XX/XX/XXXX Balance Owed : {$4400.00} LATE PAYMENT * * This account is being reported with inaccurate late payments that have never been substantiated. I have repeatedly requested verification of payment records, contractual agreements, and documentation, yet none have been provided. The inaccurate reporting continues to harm my credit score and creates a false impression of financial irresponsibility. The bureaus repeated failure to correct or validate this data violates FCRA 602, 607 ( b ), and 611, showing willful disregard for accuracy. These errors create unnecessary stress, affect employment or rental applications, and could lead to wrongful legal or collection actions. Each reinvestigation has been incomplete and insufficient to meet legal standards. I demand immediate deletion of this accounts unverifiable negative information. The ongoing inaccuracies misrepresent my creditworthiness and cause potential financial losses. Failure to correct demonstrates systematic negligence and disregard for consumer rights. Immediate action is required to prevent further damage. \n\nXXXX  Account # XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Date Opened : XX/XX/XXXX Balance Owed : {$4000.00} LATE PAYMENT * * This account reports late payments that are completely unverified and unverifiable. Despite multiple disputes, no documentation proving delinquency has ever been produced. Reporting unverified late payments violates FCRA 611 ( a ) ( 1 ) and 607 ( b ). This false reporting has caused undue stress and may mislead lenders into making unfavorable decisions regarding my creditworthiness. The bureaus failure to perform a thorough reinvestigation constitutes negligence and a violation of federal law. These inaccuracies impede my ability to secure credit, loans, or financial products on fair terms. The persistent presence of this negative information tarnishes my financial reputation and creates unnecessary obstacles in personal and professional life. I demand deletion of this account until verified. Continued reporting without evidence demonstrates willful noncompliance and undermines trust in the reporting process. Immediate correction is legally required. \n\nXXXX  Account # XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date Opened : XX/XX/XXXX Balance Owed : {$7200.00} LATE PAYMENT * * This account reports unverifiable late payments that have never been confirmed with adequate documentation. The reporting violates FCRA 607 ( b ) and 623 ( b ), which require accurate and verifiable data. Prior reinvestigations have failed to provide supporting records or confirmation from the original creditor. This continued false reporting affects my credit score, creates a misleading record of financial behavior, and can result in denial of credit opportunities. The bureaus inaction is a clear violation of legal responsibilities. The negative impact extends to employment screening, rental applications, and personal financial decisions. I demand immediate deletion until verification is provided. Repeatedly reporting unverified information demonstrates disregard for federal consumer protections. This accounts presence is harmful, misleading, and legally unjustifiable. Immediate corrective action is required. \n\nXXXX  Account # XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date Opened : XX/XX/XXXX Balance Owed : {$4200.00} LATE PAYMENT * * This account is inaccurately reported as late without proper verification. No records, signed agreements, or payment histories have ever been produced to validate the claim. Reporting such unverifiable data violates FCRA 611 ( a ) ( 5 ) ( A ). The continued negative reporting misrepresents my creditworthiness and harms my financial reputation. Prior disputes have failed to prompt proper investigation, showing negligence and failure to comply with federal law. This misinformation affects credit decisions, interest rates, and personal financial planning. The repeated failure to validate the data demonstrates willful disregard. I demand the deletion of this account until proper verification is provided. Continued reporting creates confusion, stress, and legal exposure. Immediate compliance is required. \n\nXXXX  Account # XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date Opened : XX/XX/XXXX Balance Owed : {$5100.00} LATE PAYMENT * * This account continues to be reported inaccurately and without verification. I have never received documentation substantiating the late payment claims. The bureaus reporting violates FCRA 623 ( a ) ( 1 ) ( A ) and 607 ( b ) and impacts my credit profile unfairly. The continued presence of this negative information could mislead lenders, harm professional relationships, and restrict financial opportunities. Prior reinvestigations have been incomplete and insufficient. I demand deletion until verifiable proof is provided. The inaccurate reporting causes unnecessary stress, potential legal issues, and misrepresentation of my creditworthiness. Immediate removal is required to restore accuracy and compliance with federal law. \n\nXXXXXXXX XXXX XXXX  Account # XXXX * Date Opened : XX/XX/XXXX Balance Owed : {$190.00} COLLECTION * * This collection account is being reported without proper verification. No evidence proving the debt is accurate or belongs to me has been provided. Reporting unverifiable data violates FCRA 623 ( a ) ( 2 ) and 611. The continued presence of this collection damages my credit score and misrepresents my payment history. Prior reinvestigations failed to verify the debt. I demand deletion until proper documentation is presented. Reporting unverified collections interferes with my financial life, professional opportunities, and credit access. Immediate removal is required to comply with federal law and restore accuracy. The bureaus repeated failure demonstrates negligence and disregard for consumer protections. \n\nXXXX Inquiry Dated XX/XX/XXXX This inquiry was obtained without permissible purpose or my authorization. I did not apply for credit nor consent to this hard inquiry. Reporting this inquiry violates FCRA 604 and 609. The presence of unauthorized inquiries can affect my credit score, mislead potential lenders, and cause unnecessary stress. Prior disputes have failed to correct this. I demand deletion and written verification of removal. Unauthorized reporting shows blatant disregard for federal law and consumer rights. Continued presence of this inquiry misrepresents my financial activity and violates my privacy. Immediate corrective action is required to comply with the law.\n\nThe inclusion of this false address, the incorrectly reported late payment, and the unauthorized inquiry have caused significant financial harm, reduced my credit score, and limited my access to credit. I request that CFPB ensure a full investigation under FCRA Section 611, correct or remove all inaccurate information, and ensure my credit report reflects accurate, verified, and legally authorized data. Immediate action is required to restore my creditworthiness and protect my legal rights\n.","date_sent_to_company":"2025-10-10T12:30:50.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"92880","tags":null,"has_narrative":true,"complaint_id":"16509474","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-10-10T12:28:08.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["These inaccuracies impede my ability to secure credit, <em>loans</em>, or financial products on fair <em>terms</em>. The persistent presence of this negative information tarnishes my financial reputation and creates unnecessary obstacles in personal and professional life. I demand deletion of this account <em>until</em> verified. Continued reporting without evidence demonstrates willful noncompliance and undermines trust in the reporting process. Immediate correction is legally required."]},"sort":[12.621648,"16509474"]},{"_index":"complaint-public-v1","_id":"14550136","_score":12.272712,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Nelnet XXXX. XXXX XXXX XXXX, XXXX XXXX Re : Request for Removal of Derogatory Credit Reporting Due to Misleading Communication Dear Nelnet Credit Reporting Department : I hope this letter finds you well. I am writing to formally request that Nelnet remove the 90-day late payment notations from my credit reports regarding several of my federal student loans under my master account number XXXX. \nBackground and Facts In XX/XX/XXXX, I received an email from Nelnet related to my federal student loans. The email listed my master account number at the top and stated : Your first expected payment : {$88.00} on XX/XX/XXXX. \n\nNowhere did the email explain that this payment date applied solely to one specific loan group. The email made no reference to individual loan groups, the email listed only my master account number, and no disclaimers were included to indicate that the payment date might not apply to my entire account. Thus, the plain reading of this official communication led me to reasonably believe that no payments were due on any of my federal loans until XX/XX/XXXX, an interpretation XXXX of your supervisors, your agent, agreed with in a phone call I recorded.\n\nHowever, it turns out that 15 of my 16 loans had payment due dates earlier than XXXX and became delinquent in fall XXXX, ultimately being reported as 90 days late in XX/XX/XXXX. The XXXX loan, consistent with the email, was not reported as 90 days late. Based on the emails language and format, I genuinely believed all my loans were deferred until XXXX, so I did not make payments on the XXXX loans that turned out to be due earlier. \n\nA Nelnet representative with whom I spoke at length in XXXX explicitly acknowledged in a recorded phone call that the email I received was confusing and misleading. I have since brought all loans current. \nLegal Standards and XXXX Obligations Under federal law and regulations, federal student loan servicers like Nelnet are legally obligated to communicate with borrowers clearly, accurately, and in a manner that avoids misleading or deceptive practices. \n\nHigher Education Act ( HEA ) Requirements The Higher Education Act of XXXX requires student loan servicers to provide borrowers with repayment schedules and first-payment due dates in simple and understandable terms ( Higher Education Act of XXXX, 20 U.S.C. 1083 ). Implementing regulations similarly require that this information be timely, accurate, and clear enough for borrowers to make informed decisions ( 34 C.F.R. 682.205, 2024 ).\n\nDepartment of Education Servicing Standards Additionally, the Department of Education ( ED ) has established standards requiring loan servicers to communicate in a manner that is clear, transparent, and not misleading. In XXXX, ED, the Consumer Financial Protection Bureau ( CFPB ), and the U.S. Department of the Treasury jointly issued principles calling for consistent, accurate, and actionable servicing communications, emphasizing that information about loan terms and repayment options should be presented in a way that best informs borrowers [ and ] mitigates the risk and costs of default ( U.S. Department of Education, XXXX ). \nFurther, in XXXX, the Department of Education issued policy direction establishing baseline standards emphasizing adequate and timely communications to borrowers. ED instructed that : [ b ] orrowers can expect to receive adequate and timely communications related to all servicing functions ( U.S. Department of Education, XXXX, p. 2 ).\n\nServicers are expected to use plain-language, user-tested notices and ensure that all routine communicationssuch as billing statements and due date noticesare clear and consistent for every borrower ( U.S. Department of Education XXXX XXXX XXXX XXXX \nMoreover, it is well established under federal law that misleading or confusing communications by a loan servicer can constitute an unfair or deceptive act or practice ( XXXX ) or an unfair, deceptive, or abusive act or practice ( XXXX ). Section XXXX of the Federal Trade Commission XXXX prohibits unfair or deceptive acts or practices in commerce, which encompasses loan servicing activities ( 15 U.S.C. 45 ). Likewise, the Consumer Financial Protection Act grants the Consumer Financial Protection Bureau ( CFPB ) authority to prohibit unfair, deceptive, or abusive acts or practices in connection with consumer financial products and services ( 12 U.S.C. 5531, 5536 ).\n\nThe CFPB has explicitly warned student loan servicers that providing inaccurate, misleading, or incomplete information to borrowers violates federal consumer financial protection laws ( CFPB, XXXX ). As stated in a CFPB compliance bulletin : When servicers fail to provide accurate and complete information, they mislead borrowers, potentially causing serious harm such as missed opportunities for debt cancellation or other relief. ( CFPB, XXXX ) Additionally, CFPB Director Rohit Chopra has underscored that illegal conduct by servicers can be ruinous for borrowers ( CFPB, XXXX ). \nEnforcement actions confirm this legal standard. For instance, the CFPB took action against XXXX XXXX in XXXX for misleading borrowers about Public Service Loan Forgiveness eligibilityan action deemed a violation of UDAAP prohibitions because the servicer provided false or incomplete information ( CFPB, XXXX ). Similarly, the Federal Trade Commission has brought cases against loan servicers for deceptive practices under Section 5 of the FTC Act, including for providing incorrect payoff quotes and misleading payment information that led to consumer harm such as extra charges and credit reporting issues ( FTC v. Avant, XXXX ). \n\nThese regulatory actions and legal standards make clear that servicers like Nelnet are required to provide accurate, complete, and truthful information to borrowers. Misleading or incomplete communications are not merely poor customer servicethey are potentially unlawful acts under federal law ( 15 U.S.C. 45 ; 12 U.S.C. 5531, 5536 ; CFPB, 2022 ). Thus, any inaccurate, contradictory, or incomplete information you have provided in relation to my account or credit reporting is not only a factual error but may also constitute a violation of federal consumer protection laws. \n\nApplication to Nelnets Communication Nelnets XX/XX/XXXX email appears to violate these standards because it failed to clarify that the XX/XX/XXXX due date applied only to a single loan group, leaving the rest of my loans subject to earlier due dates. Even your own representative admitted the email was confusing in a recorded phone call and took approximately XXXX minutes of research on your internal systems ( which I have no access to ) in order to understand what had happened with my account. Such a lapse goes beyond mere customer serviceit implicates legal obligations imposed on servicers under federal student loan laws and regulations.\n\nMy Request and Potential Next Steps Given that the delinquencies on my 15 loans arose directly from Nelnets misleading communication, I believe it is both legally and equitably appropriate for Nelnet to : 1. Remove all 90-day late payment notations for the loans reported delinquent in XX/XX/XXXX from my credit reports with XXXX XXXX XXXX XXXX  ; or 2. Apply a retroactive administrative forbearance for the period of XX/XX/XXXX through XX/XX/XXXX, thereby eliminating any negative credit impact. \nI am committed to resolving this matter amicably and without further escalation. However, if Nelnet is unwilling to voluntarily correct my credit reports, I reserve all rights to pursue further actions, including : Filing additional complaints with the CFPB and the U.S. Department of Educations Federal Student Aid Ombudsman ; Exploring claims for unfair or deceptive practices under federal and state consumer protection laws ; Seeking legal remedies for damages caused by misleading communication and subsequent credit harm. \n\nI would appreciate your written confirmation by XX/XX/XXXX that Nelnet will take corrective action. \nThank you for your attention to this matter. \nSincerely, XXXX XXXX XXXX, XXXX.","date_sent_to_company":"2025-07-09T13:01:19.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"74112","tags":"Servicemember","has_narrative":true,"complaint_id":"14550136","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2025-07-09T12:49:08.000Z","state":"OK","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Department of the Treasury jointly issued principles calling for consistent, <em>accurate</em>, and actionable servicing communications, emphasizing that information about <em>loan</em> <em>terms</em> and repayment options should be presented in a way that best informs borrowers [ and ] mitigates the risk and costs of default ( U.S. Department of Education, XXXX )."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[12.272712,"14550136"]},{"_index":"complaint-public-v1","_id":"14550276","_score":12.265751,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Re : Request for Removal of Derogatory Credit Reporting Due to Misleading Communication Dear XXXX Credit Reporting Department : I hope this letter finds you well. I am writing to formally request that XXXX remove the 90-day late payment notations from my credit reports regarding several of my federal student loans under my master account number XXXX. \nBackground and Facts In XX/XX/XXXX, I received an email from XXXX related to my federal student loans. The email listed my master account number at the top and stated : Your first expected payment : {$88.00} on XX/XX/XXXX. \n\nNowhere did the email explain that this payment date applied solely to one specific loan group. The email made no reference to individual loan groups, the email listed only my master account number, and no disclaimers were included to indicate that the payment date might not apply to my entire account. Thus, the plain reading of this official communication led me to reasonably believe that no payments were due on any of my federal loans until XX/XX/XXXX, an interpretation one of your supervisors, your agent, agreed with in a phone call I recorded. \nHowever, it turns out that 15 of my 16 loans had payment due dates earlier than XXXX and became delinquent in fall XXXX, ultimately being reported as 90 days late in XX/XX/XXXX. The XXXX loan, consistent with the email, was not reported as 90 days late. Based on the emails language and format, I genuinely believed all my loans were deferred until XXXX, so I did not make payments on the 15 loans that turned out to be due earlier. \n\nA XXXX representative with whom I spoke at length in XXXX explicitly acknowledged in a recorded phone call that the email I received was confusing and misleading. I have since brought all loans current.\n\nLegal Standards and XXXX Obligations Under federal law and regulations, federal student loan servicers like XXXX are legally obligated to communicate with borrowers clearly, accurately, and in a manner that avoids misleading or deceptive practices. \n\nHigher Education Act ( HEA ) Requirements The Higher Education Act of XXXX requires student loan servicers to provide borrowers with repayment schedules and first-payment due dates in simple and understandable terms ( Higher Education Act of XXXX, 20 U.S.C. 1083 ). Implementing regulations similarly require that this information be timely, accurate, and clear enough for borrowers to make informed decisions ( 34 C.F.R. 682.205, XXXX XXXX \n\nDepartment of Education Servicing Standards Additionally, the Department of Education ( ED ) has established standards requiring loan servicers to communicate in a manner that is clear, transparent, and not misleading. In XXXX, ED, the Consumer Financial Protection Bureau ( CFPB ), and the U.S. Department of the Treasury jointly issued principles calling for consistent, accurate, and actionable servicing communications, emphasizing that information about loan terms and repayment options should be presented in a way that best informs borrowers [ and ] mitigates the risk and costs of default ( U.S. Department of Education, XXXX ). \nFurther, in XXXX, the Department of Education issued policy direction establishing baseline standards emphasizing adequate and timely communications to borrowers. ED instructed that : [ b ] orrowers can expect to receive adequate and timely communications related to all servicing functions ( U.S. Department of Education, XXXX, p. XXXX ). \n\nServicers are expected to use plain-language, user-tested notices and ensure that all routine communicationssuch as billing statements and due date noticesare clear and consistent for every borrower ( U.S. Department of Education XXXX XXXX XXXX XXXX \nMoreover, it is well established under federal law that misleading or confusing communications by a loan servicer can constitute an unfair or deceptive act or practice ( UDAP ) or an unfair, deceptive, or abusive act or practice ( UDAAP ). Section 5 of the Federal Trade Commission Act prohibits unfair or deceptive acts or practices in commerce, which encompasses loan servicing activities ( 15 U.S.C. 45 ). Likewise, the Consumer Financial Protection Act grants the Consumer Financial Protection Bureau ( CFPB ) authority to prohibit unfair, deceptive, or abusive acts or practices in connection with consumer financial products and services ( 12 U.S.C. 5531, 5536 ).\n\nThe CFPB has explicitly warned student loan servicers that providing inaccurate, misleading, or incomplete information to borrowers violates federal consumer financial protection laws ( CFPB, XXXX ). As stated in a CFPB compliance bulletin : When servicers fail to provide accurate and complete information, they mislead borrowers, potentially causing serious harm such as missed opportunities for debt cancellation or other relief. ( CFPB, XXXX ) Additionally, CFPB XXXX XXXX XXXX has underscored that illegal conduct by servicers can be ruinous for borrowers ( CFPB, XXXX ). \nEnforcement actions confirm this legal standard. For instance, the CFPB took action against EdFinancial Services in XXXX for misleading borrowers about Public Service Loan Forgiveness eligibilityan action deemed a violation of UDAAP prohibitions because the servicer provided false or incomplete information ( CFPB, XXXX ). Similarly, the Federal Trade Commission has brought cases against loan servicers for deceptive practices under Section 5 of the FTC Act, including for providing incorrect payoff quotes and misleading payment information that led to consumer harm such as extra charges and credit reporting issues ( FTC XXXX Avant, XXXX ). \n\nThese regulatory actions and legal standards make clear that servicers like XXXX are required to provide accurate, complete, and truthful information to borrowers. Misleading or incomplete communications are not merely poor customer servicethey are potentially unlawful acts under federal law ( 15 U.S.C. 45 ; 12 U.S.C. 5531, 5536 ; CFPB, 2022 ). Thus, any inaccurate, contradictory, or incomplete information you have provided in relation to my account or credit reporting is not only a factual error but may also constitute a violation of federal consumer protection laws. \n\nApplication to XXXX XXXX XXXX XX/XX/XXXX email appears to violate these standards because it failed to clarify that the XX/XX/XXXX due date applied only to a single loan group, leaving the rest of my loans subject to earlier due dates. Even your own representative admitted the email was confusing in a recorded phone call and took approximately 8 minutes of research on your internal systems ( which I have no access to ) in order to understand what had happened with my account. Such a lapse goes beyond mere customer serviceit implicates legal obligations imposed on servicers under federal student loan laws and regulations.\n\nMy Request and Potential Next Steps Given that the delinquencies on my 15 loans arose directly from Nelnets misleading communication, I believe it is both legally and equitably appropriate for XXXX to : XXXX. Remove all 90-day late payment notations for the loans reported delinquent in XX/XX/XXXX from my credit reports with Equifax, Experian, and TransUnion ; XXXX XXXX. Apply a retroactive administrative forbearance for the period of XX/XX/XXXX through XX/XX/XXXX, thereby eliminating any negative credit impact. \nI am committed to resolving this matter amicably and without further escalation. However, if XXXX is unwilling to voluntarily correct my credit reports, I reserve all rights to pursue further actions, including : Filing additional complaints with the CFPB and the U.S. Department of Educations Federal Student Aid Ombudsman ; Exploring claims for unfair or deceptive practices under federal and state consumer protection laws ; Seeking legal remedies for damages caused by misleading communication and subsequent credit harm. \n\nI would appreciate your written confirmation by XX/XX/XXXX that XXXX will take corrective action. \nThank you for your attention to this matter. \nSincerely, XXXX XXXX XXXX, XXXX.","date_sent_to_company":"2025-07-09T13:01:15.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"74112","tags":"Servicemember","has_narrative":true,"complaint_id":"14550276","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-07-09T13:00:41.000Z","state":"OK","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":["Department of the Treasury jointly issued principles calling for consistent, <em>accurate</em>, and actionable servicing communications, emphasizing that information about <em>loan</em> <em>terms</em> and repayment options should be presented in a way that best informs borrowers [ and ] mitigates the risk and costs of default ( U.S. Department of Education, XXXX )."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[12.265751,"14550276"]},{"_index":"complaint-public-v1","_id":"14550277","_score":12.250331,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \nXXXX, XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX Re : Request for Removal of Derogatory Credit Reporting Due to Misleading Communication Dear XXXX Credit Reporting Department : I hope this letter finds you well. I am writing to formally request that XXXX remove the XXXX late payment notations from my credit reports regarding several of my federal student loans under my master account number XXXX. \nBackground and Facts In XX/XX/XXXX, I received an email from XXXX related to my federal student loans. The email listed my master account number at the top and stated : Your first expected payment : {$88.00} on XX/XX/XXXX. \n\nNowhere did the email explain that this payment date applied solely to one specific loan group. The email made no reference to individual loan groups, the email listed only my master account number, and no disclaimers were included to indicate that the payment date might not apply to my entire account. Thus, the plain reading of this official communication led me to reasonably believe that no payments were due on any of my federal loans until XX/XX/XXXX, an interpretation one of your supervisors, your agent, agreed with in a phone call I recorded. \nHowever, it turns out that XXXX of my XXXX loans had payment due dates earlier than XXXX and became delinquent in fall XXXX, ultimately being reported as 90 days late in XX/XX/XXXX. The XXXX loan, consistent with the email, was not reported as 90 days late. Based on the emails language and format, I genuinely believed all my loans were deferred until XXXX, so I did not make payments on the XXXX loans that turned out to be due earlier. \n\nA XXXX representative with whom I spoke at length in XXXX explicitly acknowledged in a recorded phone call that the email I received was confusing and misleading. I have since brought all loans current. \nLegal XXXX and XXXX Obligations XXXX federal law and regulations, federal student loan servicers like XXXX are legally obligated to communicate with borrowers clearly, accurately, and in a manner that avoids misleading or deceptive practices. \n\nHigher Education Act ( HEA ) Requirements The Higher Education Act of 1965 requires student loan servicers to provide borrowers with repayment schedules and first-payment due dates in simple and understandable terms ( Higher Education Act of 1965, 20 U.S.C. 1083 ). Implementing regulations similarly require that this information be timely, accurate, and clear enough for borrowers to make informed decisions ( 34 C.F.R. 682.205, 2024 ).\n\nDepartment of Education Servicing Standards Additionally, the Department of Education ( ED ) has established standards requiring loan servicers to communicate in a manner that is clear, transparent, and not misleading. In 2015, ED, the Consumer Financial Protection Bureau ( CFPB ), and the U.S. Department of the Treasury jointly issued principles calling for consistent, accurate, and actionable servicing communications, emphasizing that information about loan terms and repayment options should be presented in a way that best informs borrowers [ and ] mitigates the risk and costs of default ( U.S. Department of Education, 2015 ).\n\nFurther, in 2016, the Department of Education issued policy direction establishing baseline standards emphasizing adequate and timely communications to borrowers. ED instructed that : [ b ] orrowers can expect to receive adequate and timely communications related to all servicing functions ( U.S. Department of Education, 2016, p. 2 ).\n\nServicers are expected to use plain-language, user-tested notices and ensure that all routine communicationssuch as billing statements and due date noticesare clear and consistent for every borrower ( U.S. Department of Education , 2016 ) .\n\nMoreover, it is well established under federal law that misleading or confusing communications by a loan servicer can constitute an unfair or deceptive act or practice ( UDAP ) or an unfair, deceptive, or abusive act or practice ( UDAAP ). Section 5 of the Federal Trade Commission Act prohibits unfair or deceptive acts or practices in commerce, which encompasses loan servicing activities ( 15 U.S.C. 45 ). Likewise, the Consumer Financial Protection Act grants the Consumer Financial Protection Bureau ( CFPB ) authority to prohibit unfair, deceptive, or abusive acts or practices in connection with consumer financial products and services ( 12 U.S.C. 5531, 5536 ).\n\nThe CFPB has explicitly warned student loan servicers that providing inaccurate, misleading, or incomplete information to borrowers violates federal consumer financial protection laws ( CFPB, 2022 ). As stated in a CFPB compliance bulletin : When servicers fail to provide accurate and complete information, they mislead borrowers, potentially causing serious harm such as missed opportunities for debt cancellation or other relief. ( CFPB, 2022 ) Additionally, CFPB Director Rohit Chopra has underscored that illegal conduct by servicers can be ruinous for borrowers ( CFPB, 2022 ).\n\nEnforcement actions confirm this legal standard. For instance, the CFPB took action against EdFinancial Services in 2022 for misleading borrowers about Public Service Loan Forgiveness eligibilityan action deemed a violation of UDAAP prohibitions because the servicer provided false or incomplete information ( CFPB, 2022 ). Similarly, the Federal Trade Commission has brought cases against loan servicers for deceptive practices under Section 5 of the FTC Act, including for providing incorrect payoff quotes and misleading payment information that led to consumer harm such as extra charges and credit reporting issues ( FTC XXXX Avant, XXXX ). \n\nThese regulatory actions and legal standards make clear that servicers like XXXX are required to provide accurate, complete, and truthful information to borrowers. Misleading or incomplete communications are not merely poor customer servicethey are potentially unlawful acts under federal law ( 15 U.S.C. 45 ; 12 U.S.C. 5531, 5536 ; CFPB, 2022 ). Thus, any inaccurate, contradictory, or incomplete information you have provided in relation to my account or credit reporting is not only a factual error but may also constitute a violation of federal consumer protection laws. \n\nApplication to XXXX XXXX XXXX XX/XX/XXXX email appears to violate these standards because it failed to clarify that the XX/XX/XXXX due date applied only to a single loan group, leaving the rest of my loans subject to earlier due dates. Even your own representative admitted the email was confusing in a recorded phone call and took approximately 8 minutes of research on your internal systems ( which I have no access to ) in order to understand what had happened with my account. Such a lapse goes beyond mere customer serviceit implicates legal obligations imposed on servicers under federal student loan laws and regulations.\n\nMy Request and Potential Next Steps Given that the delinquencies on my 15 loans arose directly from Nelnets misleading communication, I believe it is both legally and equitably appropriate for XXXX to : 1. Remove all XXXX late payment notations for the loans reported delinquent in XX/XX/XXXX from my credit reports with Equifax, Experian, and TransUnion ; XXXX XXXX. Apply a retroactive administrative forbearance for the period of XX/XX/XXXX through XX/XX/XXXX, thereby eliminating any negative credit impact. \nI am committed to resolving this matter amicably and without further escalation. However, if XXXX is unwilling to voluntarily correct my credit reports, I reserve all rights to pursue further actions, including : Filing additional complaints with the CFPB and the U.S. Department of Educations Federal Student Aid Ombudsman ; Exploring claims for unfair or deceptive practices under federal and state consumer protection laws ; Seeking legal remedies for damages caused by misleading communication and subsequent credit harm. \n\nI would appreciate your written confirmation by XX/XX/XXXX that XXXX will take corrective action. \nThank you for your attention to this matter. \nSincerely, XXXX XXXX XXXX, XXXX.","date_sent_to_company":"2025-07-09T13:01:12.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"74112","tags":"Servicemember","has_narrative":true,"complaint_id":"14550277","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-07-09T13:00:41.000Z","state":"OK","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Department of the Treasury jointly issued principles calling for consistent, <em>accurate</em>, and actionable servicing communications, emphasizing that information about <em>loan</em> <em>terms</em> and repayment options should be presented in a way that best informs borrowers [ and ] mitigates the risk and costs of default ( U.S. Department of Education, 2015 )."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[12.250331,"14550277"]},{"_index":"complaint-public-v1","_id":"14550278","_score":12.216167,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \nXXXX, XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX Re : Request for Removal of Derogatory Credit Reporting Due to Misleading Communication Dear XXXX Credit Reporting Department : I hope this letter finds you well. I am writing to formally request that XXXX remove the XXXX late payment notations from my credit reports regarding several of my federal student loans under my master account number XXXX. \nBackground and Facts In XX/XX/XXXX, I received an email from XXXX related to my federal student loans. The email listed my master account number at the top and stated : Your first expected payment : {$88.00} on XX/XX/XXXX. \n\nNowhere did the email explain that this payment date applied solely to one specific loan group. The email made no reference to individual loan groups, the email listed only my master account number, and no disclaimers were included to indicate that the payment date might not apply to my entire account. Thus, the plain reading of this official communication led me to reasonably believe that no payments were due on any of my federal loans until XX/XX/XXXX, an interpretation XXXX of your supervisors, your agent, agreed with in a phone call I recorded. \nHowever, it turns out that XXXX of my XXXX loans had payment due dates earlier than XXXX and became delinquent in fall XXXX, ultimately being reported as 90 days late in XX/XX/XXXX. The XXXX loan, consistent with the email, was not reported as 90 days late. Based on the emails language and format, I genuinely believed all my loans were deferred until XXXX, so I did not make payments on the XXXX loans that turned out to be due earlier. \n\nA XXXX representative with whom I spoke at length in XXXX explicitly acknowledged in a recorded phone call that the email I received was confusing and misleading. I have since brought all loans current. \nXXXX XXXX and XXXX Obligations XXXX federal law and regulations, federal student loan servicers like XXXX are legally obligated to communicate with borrowers clearly, accurately, and in a manner that avoids misleading or deceptive practices. \n\nHigher Education Act ( HEA ) Requirements The Higher Education Act of XXXX requires student loan servicers to provide borrowers with repayment schedules and first-payment due dates in simple and understandable terms ( Higher Education Act of XXXX, XXXX U.S.C. XXXX ). Implementing regulations similarly require that this information be timely, accurate, and clear enough for borrowers to make informed decisions ( XXXX C.F.R. XXXX, XXXX ). \n\nDepartment of Education Servicing Standards Additionally, the Department of Education ( XXXX ) has established standards requiring loan servicers to communicate in a manner that is clear, transparent, and not misleading. In XXXX, XXXX, the Consumer Financial Protection Bureau ( CFPB ), and the XXXX Department XXXX XXXX Treasury jointly issued principles calling for consistent, accurate, and actionable servicing communications, emphasizing that information about loan terms and repayment options should be presented in a way that best informs borrowers [ and ] mitigates the risk and costs of default ( XXXX Department of Education, XXXX ). \nFurther, in XXXX, the Department of Education issued policy direction establishing baseline standards emphasizing adequate and timely communications to borrowers. XXXX instructed that : [ b ] orrowers can expect to receive adequate and timely communications related to all servicing functions ( XXXX Department of Education, XXXX, p. XXXX ). \n\nServicers are expected to use plain-language, user-tested notices and ensure that all routine communicationssuch as billing statements and due date noticesare clear and consistent for every borrower ( XXXX Department of Education XXXX XXXX XXXX XXXX \nMoreover, it is well established under federal law that misleading or confusing communications by a loan servicer can constitute an unfair or deceptive act or practice ( XXXX ) or an unfair, deceptive, or abusive act or practice ( XXXX ). Section XXXX of the Federal Trade Commission XXXX prohibits unfair or deceptive acts or practices in commerce, which encompasses loan servicing activities ( XXXX XXXX. XXXX ). Likewise, the Consumer Financial Protection Act grants the Consumer Financial Protection Bureau ( CFPB ) XXXX to prohibit unfair, deceptive, or abusive acts or practices in connection with consumer financial products and services ( XXXX XXXX. XXXX, XXXX ). \nThe CFPB has explicitly warned student loan servicers that providing inaccurate, misleading, or incomplete information to borrowers violates federal consumer financial protection laws ( CFPB, XXXX ). As stated in a CFPB compliance bulletin : When servicers fail to provide accurate and complete information, they mislead borrowers, potentially causing serious harm such as missed opportunities for debt cancellation or other relief. ( CFPB, XXXX ) Additionally, CFPB XXXX XXXX XXXX has underscored that illegal conduct by servicers can be ruinous for borrowers ( CFPB, XXXX ). \nEnforcement actions confirm this legal standard. For instance, the CFPB took action against XXXX XXXX in XXXX for misleading borrowers about XXXX XXXX XXXX XXXX eligibilityan action deemed a violation of XXXX prohibitions because the servicer provided false or incomplete information ( CFPB, XXXX ). Similarly, the Federal Trade Commission has brought cases against loan servicers for deceptive practices under Section XXXX of the FTC XXXX, including for providing incorrect payoff quotes and misleading payment information that led to consumer harm such as extra charges and credit reporting issues ( FTC XXXX Avant, XXXX ). \n\nThese regulatory actions and legal standards make clear that servicers like XXXX are required to provide accurate, complete, and truthful information to borrowers. Misleading or incomplete communications are not merely poor customer servicethey are potentially unlawful acts under federal law ( 15 U.S.C. 45 ; 12 U.S.C. 5531, 5536 ; CFPB, 2022 ). Thus, any inaccurate, contradictory, or incomplete information you have provided in relation to my account or credit reporting is not only a factual error but XXXX also constitute a violation of federal consumer protection laws. \n\nApplication to XXXX XXXX XXXX XX/XX/XXXX email appears to violate these standards because it failed to clarify that the XX/XX/XXXX due date applied only to a single loan group, leaving the rest of my loans subject to earlier due dates. Even your own representative admitted the email was confusing in a recorded phone call and took approximately XXXX minutes of research on your internal systems ( which I have no access to ) in order to understand what had happened with my account. Such a lapse goes beyond mere customer serviceit implicates legal obligations imposed on servicers under federal student loan laws and regulations. \n\nMy Request and Potential Next Steps Given that the delinquencies on my XXXX loans arose directly from Nelnets misleading communication, I believe it is both legally and equitably appropriate for XXXX to : XXXX. Remove all XXXX late payment notations for the loans reported delinquent in XX/XX/XXXX from my credit reports with Equifax, Experian, and TransUnion ; XXXX XXXX. Apply a retroactive administrative forbearance for the period of XX/XX/XXXX through XX/XX/XXXX, thereby eliminating any negative credit impact. \nI am committed to resolving this matter amicably and without further escalation. However, if XXXX is unwilling to voluntarily correct my credit reports, I reserve all rights to pursue further actions, including : Filing additional complaints with the CFPB and the XXXX Department XXXX XXXX XXXX XXXX XXXX Ombudsman ; Exploring claims for unfair or deceptive practices under federal and state consumer protection laws ; Seeking legal remedies for damages caused by misleading communication and subsequent credit harm. \n\nI would appreciate your written confirmation by XX/XX/XXXX that XXXX will take corrective action. \nThank you for your attention to this matter. \nSincerely, XXXX XXXX XXXX, XXXX.","date_sent_to_company":"2025-07-09T13:01:10.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"74112","tags":"Servicemember","has_narrative":true,"complaint_id":"14550278","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-07-09T13:00:41.000Z","state":"OK","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":["In XXXX, XXXX, the Consumer Financial Protection Bureau ( CFPB ), and the XXXX Department XXXX XXXX Treasury jointly issued principles calling for consistent, <em>accurate</em>, and actionable servicing communications, emphasizing that information about <em>loan</em> <em>terms</em> and repayment options should be presented in a way that best informs borrowers [ and ] mitigates the risk and costs of default ( XXXX Department of Education, XXXX )."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[12.216167,"14550278"]},{"_index":"complaint-public-v1","_id":"23491142","_score":12.203615,"_source":{"product":"Mortgage","complaint_what_happened":"Date : XX/XX/year> Complainant : XXXX XXXX XXXX Email : XXXX Mailing Address : XXXX XXXX PL XXXX, XXXX, GA XXXX Subject : Formal Complaint Against AD Mortgage, XXXX for Predatory Servicing, Misleading Consumer Statements, XXXX XXXX, and Refusal to Review Call Records To Whom It May Concern, I am filing this formal complaint to urgently request a full federal investigation into the loan servicing, billing, and credit reporting practices of AD Mortgage, XXXX ( XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX ) regarding Loan Number : XXXX. \n\nAs a consumer, I have acted in complete good faith to manage this account, yet XXXX Mortgage has engaged in negligent and misleading servicing that has completely damaged my XXXX XXXX by over XXXX points. This devastating drop has severely ruined my financial stability, blocked me from obtaining standard loans, and partially damaged my livelihood because I can no longer secure necessary business financing. They are not trying to help me ; instead, they are manipulating my payment history to demand more money while actively evading their mistakes. \n\nThe critical issues requiring your investigation are detailed below : XXXX. Misleading Representative XXXX & Fake Delinquencies Over the last XXXX months, I have regularly called into the servicing department to ensure my payments were handled correctly. XXXX Mortgage agents repeatedly authorized and accepted my partial payments over the phone, assuring me explicitly that doing so was perfectly fine. \n\nThe XXXX Discrepancy : Most critically, during XXXX of my regular calls to make a payment, their representative directly told me that no payment was due for XXXX because it was already fully covered. I trusted the word of the company 's own customer service staff. Now, XXXX Mortgage is completely going back on what their agents told me, claiming that I am suddenly a month behind and demanding a double payment. They told me I owed nothing, and now they are penalizing me for following their exact instructions. \nXXXX. Refusal to Audit Phone Calls and Investigate the Dispute I have repeatedly asked AD Mortgage to go back and review the recorded telephone calls from the XXXX through XX/XX/year> cycles so they can hear exactly what their agents told me. They are completely refusing to listen to me or audit their records. Instead of reviewing the audio proof, they keep going around the issue, ignoring my requests, and sending automated ledgers to justify their numbers. They are actively covering up the mistakes made by their own staff. \nXXXX. Failure to Report Accurate Credit Data for XXXX Months Following a loan modification in XX/XX/year> that brought my account current, AD Mortgage was supposed to report my updated, positive credit data to the credit bureaus. Instead, they failed to report my accurate credit history data for nearly XXXX months, completely freezing my profile. \n\nWhen I confronted them about why my account wasn't updating, their agents claimed they couldn't report anything until XXXX. Yet, after I persistently pressed them, they suddenly forced a negative late report through in XXXX. \n\nThe Financial Harm : Because they withheld my positive data for XXXX months and then reported a manufactured delinquency, my XXXX XXXX plummeted by XXXX points. This has left me completely unbalanced financially, unable to get loans, and causing me to lose vital assets. What was supposed to be a helpful modification has turned into a trap that has hurt me in the long run. \nXXXX. Irrelevant Deflections and False Statements Regarding My Residence To make matters worse, AD Mortgages compliance desk is trying to deflect from their mistakes by falsely claiming in their letters that I expressed an intention to move into or live in the home. This is completely fabricated. I have never lived in this home, nor can I even afford to live in it because the property is located in Georgia and I live and work in XXXX, Florida. It is strictly an investment property. They are bringing up irrelevant claims about my living situation to completely avoid addressing the actual reason I called them. \n\nRequested XXXX XXXX Mortgage, XXXX is penalizing a consumer for relying on the verbal confirmations of their own staff. They tell you a payment is covered, wait a few months, and then tank your credit by XXXX points while demanding retroactive double payments. They are completely taking advantage of the situation and refusing to listen to the audio logs that prove my case. \n\nI respectfully request that the Federal Trade Commission : XXXX. XXXX XXXX Mortgage, XXXX to pull and review all customer service call recordings from XX/XX/year> through XX/XX/year> to verify agent errors. \nXXXX. XXXX the removal of all unfair late fees, retroactive billing, and default interest caused by their team 's wrong information. \nXXXX. XXXX them to correct the credit bureaus immediately by removing the devastating late marks and accurately reporting the XXXX modification terms. \n\nThank you for protecting consumers and investigating this deceptive company. \n\nSincerely, XXXX XXXX XXXX Email : XXXX XXXX","date_sent_to_company":"2026-06-23T18:21:48.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33056","tags":null,"has_narrative":true,"complaint_id":"23491142","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"A&D Mortgage LLC","date_received":"2026-06-23T17:57:59.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XXXX XXXX Mortgage, XXXX to pull and review all customer service call recordings from XX/XX/year> through XX/XX/year> to verify agent <em>errors</em>. \nXXXX. XXXX the removal of all unfair late fees, retroactive billing, and default interest caused by their team 's wrong information. \nXXXX. XXXX them to <em>correct</em> the credit bureaus immediately by removing the devastating late marks and <em>accurately</em> reporting the XXXX modification <em>terms</em>."],"sub_issue":["Trying to communicate with the company to fix an issue while managing or servicing your <em>loan</em>"]},"sort":[12.203615,"23491142"]},{"_index":"complaint-public-v1","_id":"20234258","_score":11.713093,"_source":{"product":"Mortgage","complaint_what_happened":"MORTGAGE ACCOUNT DISPUTE LETTER AND ADUITQUALIFIED WRITTEN REQUEST UNDER RESPA AND FDCPA DISPUTE Date : XXXXDelivery Method : Certified Mail with Return Receipt Requested TO : XXXX XXXX ( formerly XXXX XXXX, XXXX )/ Mortgage RocketXXXX XXXX XXXXXXXX XXXX, Texas XXXX FROM : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Georgia XXXX XXXXACCOUNT IDENTIFICATION AND DOCUMENT PURPOSE Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX XXXX, Georgia XXXX Borrower Name : XXXX XXXX Current Account Balance : {$86000.00} This correspondence constitutes both a Qualified Written Request under the Real Estate Settlement Procedures Act, 12 U.S.C. 2601 et seq., and its implementing regulation, 12 C.F.R. Part 1024, and a formal dispute under the Fair Debt Collection Practices Act, 15 U.S.C. 1692 et seq. This letter is being sent to your designated address for qualified written requestsand disputes as required by federal law.\n\nII.LEGAL BASIS AND AUTHORITY This request is made pursuant to my rights under : 1.Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605, which requiresmortgage servicers to respond to qualified written requests regarding borrower accounts andto investigate and resolve errors in mortgage servicing ; Page 2 2. RESPA Regulation X, 12 C.F.R. 1024.35 and 1024.36, which establish specific procedures for error resolution and information requests ; 3. Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692 et seq., which provides consumers the right to dispute debts and requires debt collectors to cease collection activities during dispute resolution ; 4. Truth in Lending Act, 15 U.S.C. 1601 et seq., regarding accurate disclosure of loan terms and payment application.\n\nUnder these federal statutes, you are required to acknowledge receipt of this request within five ( 5 ) business days and provide a substantive response within thirty ( 30 ) business days of receipt.\n\nIII. STATEMENT OF ERRORS AND BASIS FOR DISPUTE I hereby formally dispute the accuracy and validity of charges, fees, and payment applications on the above-referenced mortgage account. I have reason to believe that errors exist in my account based on the following circumstances : Background Information This mortgage loan originated in XXXX with an original loan amount of {$120000.00}. After twenty-eight ( 28 ) years of payments, the current balance of {$86000.00} appears inconsistent with normal amortization schedules. The account has been subject to improper servicing practices, including but not limited to : 1. Involvement in a bankruptcy proceeding filed by my ex-wife, despite the property being awarded to me by court order ; 2. Failure to provide proper notice during bankruptcy proceedings ; 3. Suspension of payment processing and account discussions during bankruptcy without proper legal basis ; 4. Improper application of mortgage assistance funds exceeding {$12000.00} ; 5. Assessment of unauthorized legal fees related to dismissed bankruptcy proceedings ; 6. Accumulation of unexplained corporate advance charges.\n\nSpecific Disputed Items A. Corporate Advances- {$5100.00} I dispute the validity, accuracy, and legal basis for corporate advance charges totaling {$5100.00}. I have no knowledge of authorizing these advances, receiving services corresponding to these charges, or being provided with proper notice and documentation of these fees as required by federal law.\n\nB. Legal Fees - {$3300.00} Page 3 I dispute the assessment of legal fees in the amount of {$3300.00} related to bankruptcy proceedings. The bankruptcy case was dismissed as moot by the court, as evidenced by the court communication from XXXX XXXX, Courtroom Deputy Clerk for Judge XXXX XXXX XXXX, stating that Counsel for XXXX XXXX, XXXX  Known as XXXX XXXX, has withdrawn its Motion for Relief from Stay and Motion for Relief from the Co-Debtor Stay and the motion is now moot. No legal action should have been necessary, and these fees were improperly assessed. \nC. Payment Application Errors- Entire Loan History ( XXXX ) I dispute the proper application of payments throughout the life of this loan, including but not limited to mortgage assistance funds exceeding {$12000.00} that were applied to my account. Over {$6000.00} of these funds have no explanation regarding their application. Additionally, regular monthly payments may have been improperly applied, resulting in an artificially inflated account balance.\n\nIV. INFORMATION AND DOCUMENTATION REQUESTS Pursuant to 12 C.F.R. 1024.36, I hereby request that you provide the following information and documentation within thirty ( 30 ) days : A. Complete Loan File Documentation 1. Original loan documents and all modifications, amendments, or changes to loan terms ; 2. Complete payment history from loan origination ( XXXX ) to present, showing : Date of each payment received Amount of each payment Application of each payment to principal, interest, escrow, fees, and other charges Running balance after each payment application 3. All correspondence, notes, and communications in the loan file ; 4. Documentation of any transfers or assignments of the loan ; 5. All insurance and property tax records maintained in connection with the loan.\n\nB. Corporate Advances Documentation 1. Detailed breakdown of all corporate advance charges totaling {$5100.00}, including : Date each advance was made Specific purpose and description of each advance Legal authority for making each advance Documentation supporting the necessity of each advance Invoices, receipts, or other supporting documentation for services rendered Page 4 2. Notice provided to borrower regarding each corporate advance as required by law ; 3. Borrower authorization or consent for each corporate advance.\n\nC. Legal Fee Documentation 1. Complete documentation supporting the {$3300.00} legal fee assessment ; 2. Invoices from attorneys or law firms for services rendered ; 3. Court filings and documentation related to bankruptcy case XXXX ; 4. Documentation showing legal necessity for the services billed ; 5. Notice provided to borrower regarding legal fee assessment.\n\nD. Mortgage Assistance Funds Documentation 1. Complete records of mortgage assistance funds exceeding {$12000.00} applied to the account ; 2. Documentation showing how these funds were applied to principal, interest, fees, or other charges ; 3. Correspondence with government agencies or other entities providing assistance ; 4. Borrower notifications regarding receipt and application of assistance funds.\n\nV. CESSATION OF COLLECTION ACTIVITIES Pursuant to the Fair Debt Collection Practices Act, 15 U.S.C. 1692g, I hereby request that you immediately cease all collection activities related to the disputed amounts until this dispute is fully investigated and resolved. This includes, but is not limited to : 1. Reporting negative information to credit reporting agencies ; 2. Initiating or continuing foreclosure proceedings ; 3. Assessing additional late fees, penalties, or charges ; 4. Making collection calls or sending collection letters ; 5. Pursuing any legal action related to the disputed amounts.\n\nYour failure to cease collection activities during the dispute period may constitute a violation of federal law.\n\nVI. RESPONSE REQUIREMENTS AND TIMELINE Under 12 C.F.R. 1024.35, you are required to : A. Acknowledgment ( 5 Business Days ) Provide written acknowledgment of receipt of this qualified written request within five ( 5 ) business days, including : Page 5 1. Date of receipt of this request ; 2. Statement that you are treating this as a qualified written request under RESPA ; 3. Contact information for further communications regarding this matter.\n\nB. Substantive Response ( 30 Business Days ) Provide a complete written response within thirty ( 30 ) business days, including : 1. Results of your investigation into each disputed item ; 2. Correction of any errors identified during your investigation ; 3. Provision of all requested documentation ; 4. Written explanation if you determine no error exists, including specific reasons for your determination ; 5. Contact information for further inquiries or appeals.\n\nVII. REQUESTED REMEDIES AND ACCOUNT CORRECTIONS If your investigation reveals errors in my account, I request the following remedies : A. Account Corrections 1. XXXX the balance on past due amounts as requested, reflecting proper payment application and removal of improper charges ; 2. Correction of payment history to accurately reflect all payments made since loan origination ; 3. Removal of all improperly assessed corporate advances totaling {$5100.00} ; 4. Removal of improper legal fees totaling {$3300.00} ; 5. Proper application of mortgage assistance funds with detailed accounting.\n\nB. Financial Remedies 1. Refund of all improperly collected fees, charges, and payments with interest as provided by law ; 2. Reversal of any capitalized amounts that were improperly added to the loan balance ; 3. Adjustment of loan balance to reflect accurate payment history and proper fee assessment.\n\nC. Credit Reporting Corrections 1. Correction of all inaccurate information reported to credit reporting agencies ; 2. Submission of corrected information to all credit reporting agencies that received inaccurate reports ; Page 6 3. Provision of written confirmation of credit reporting corrections.\n\nVIII. LEGAL CONSEQUENCES AND BORROWER RIGHTS A. Servicer Obligations Under RESPA, 12 U.S.C. 2605, mortgage servicers have specific legal obligations to : 1. Acknowledge and respond to qualified written requests within required timeframes ; 2. Conduct reasonable investigations of alleged errors ; 3. Correct errors and provide appropriate remedies ; 4. Maintain accurate records and provide requested documentation.\n\nB. Violations and Enforcement Failure to comply with RESPA requirements may result in : 1. Individual liability for actual damages, including costs and attorney fees ; 2. Additional damages up to {$2000.00} for pattern or practice of noncompliance ; 3. Regulatory enforcement action by the Consumer Financial Protection Bureau ; 4. State regulatory action by the Georgia Attorney Generals Consumer Protection Division.\n\nC. Borrower Rights I reserve all rights under federal and state law, including but not limited to : 1. Filing complaints with the Consumer Financial Protection Bureau ; 2. Filing complaints with the Georgia Attorney Generals Consumer Protection Division ; 3. Pursuing legal action for violations of RESPA, FDCPA, and other applicable laws ; 4. Seeking damages, attorney fees, and other relief as provided by law.\n\nIX. RECORD KEEPING AND COMMUNICATION This letter and all related communications should be maintained in my loan file as required by federal regulations. All future communications regarding this matter should be directed to my address listed above. I request that you provide a direct contact person and phone number for follow-up communications regarding this dispute.\n\nI expect your full cooperation in resolving these matters promptly and in accordance with federal law. Your timely and complete response will help avoid the need for regulatory complaints or legal action.\n\nPage 7 Borrower Signature : XXXX XXXX Date : XX/XX/XXXX Certificate of Service : I hereby certify that a true and correct copy of the foregoing Mortgage Account Dispute Letter was sent via certified mail, return receipt requested, to the above-named servicer at their designated address for qualified written requests on this XXXX day of XXXX, XXXX XXXX XXXX","date_sent_to_company":"2026-03-13T12:13:24.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"30038","tags":null,"has_narrative":true,"complaint_id":"20234258","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2026-03-13T12:00:52.000Z","state":"GA","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":["Reversal of any capitalized amounts that were improperly added to the <em>loan</em> balance ; 3. Adjustment of <em>loan</em> balance to reflect <em>accurate</em> payment history and proper fee assessment.\n\nC. Credit Reporting Corrections 1. Correction of all inaccurate information reported to credit reporting agencies ; 2. Submission of <em>corrected</em> information to all credit reporting agencies that received inaccurate reports ; Page 6 3. Provision of written <em>confirmation</em> of credit reporting corrections.\n\nVIII."],"sub_issue":["Trying to communicate with the company to fix an issue while managing or servicing your <em>loan</em>"]},"sort":[11.713093,"20234258"]},{"_index":"complaint-public-v1","_id":"9639311","_score":11.658779,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX is not my account, not my debt, not my responsibility. \nA debt Collector and/or a XXXXXXXX XXXX filed lawsuiXXXX for the alleged debt and was subsequently dismissed as the debt was not Validated. ( see dismissal by TXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \n\nThe Debt and the reporting of these account ( s ) has been INVALIDATED BY THE XXXX XXXX XXXX XXXX \n\nVerification with the XXXX or non-action of these requests is in violation of the FCRA and the FDCPA and is subject to fines. \n\nIf not removed from my XXXX file, XXXX and XXXX are demanded. XXXX and validation are very different terms and ideas. XXXX is making sure one actually owes the debt, see XXXX v. XXXX, XXXX XXXX XXXX ( XXXX Cir. XXXX ). The definition of verification according to XXXX 's XXXX XXXX is... averment that the party pleading is ready to establish the truth of what he has set forth. ... The examination of a writing for the purpose of ascertaining its truth ; or a certificate or affidavit that it is true.. The court said Confirmation of the correctness, truth, or authenticity of a pleading, account, or other paper, by an affidavit, oath, or deposition. XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ) ; and XXXX XXXX XXXX XXXX. XXXX ( XXXX XXXX ) XXXX Fed. XXXX ( XXXX ) ; and XXXX v. XXXX, XXXX App. XXXX. XXXX, XXXX XXXX XXXX. XXXX ( XXXX ). \n\nValidation is for disputing a debt, stopping account activities until the debt has been confirmed, see XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX. App. ( XXXX ). The definition of validation according to XXXX 's XXXX XXXX is assessing an action to determine it is complete, correct, implemented and delivering the correct outcome. ; XXXX states it as to check or prove the validity or accuracy of something ; XXXX says XXXX to show the existence or truth of, by evidence. \n\nAll rights under FCRA 611 ( a ) ( 7 ) and FCRA 623 are invoked, thus a demand for a complete description of all methods used to investigate the dispute ( s ) is required. The XXXX XXXXXXXX code readout will not be acceptable. Unfortunately, credit bureaus often use software that does not complete thorough investigations and does not qualify as verification according to law. \n\nIf these two accounts are not removed from my CB reports, I request a complete list of all documents and correspondence ( s ) with the original creditor, including, but not limited to : 1. All names and contact information of employees spoken to as part of this investigation ; and 2. Hard evidence that goes all the way back to the original creditor ; and 3. Information regarding the entire lifecycle of the loan ; and 4. Who originally wrote the loan ; and 5. The date of the loan ; and 6. Original contact information ; and 7. All letters and documents sent. \n\nIf unable to perform an investigation or locate the necessary documents, you are required by the FCRA to remove the information from the reports, including complete removal of the account. \n\nXXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX ) held that a debt collector who makes an incorrect statement of law in communications FDCPA 's bona fide error defense, per 15 U.S.C. 1692k ( c ), even if it was an unintentional error. \n\nIn addition, any response by a lawyer is inadmissible because ... lawyers are either lawyers or witnesses. They can not be both. XXXX XXXX XXXX, XXXX. XXXX, XXXX XXXX XXXX ( XXXX ) Therefore, I require a fact-witness so that a sufficiency of pleadings by sworn testimony can be met in regards to this alleged debt. \n\nSimply stated, if an attorney regularly engages in debt collection activities, that attorney is a debt collector under the FDCA and is subject to its provisions. This court holds that there is no additional implied exemption for attorneys when performing tasks of a legal nature. XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX ) In the case of XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ( XXXX ) the jury rendered a verdict awarding plaintiff {XXXX  in compensatory damages and XXXX} in punitive damages due to XXXXXXXX XXXX  willful noncompliance of its duties under federal law ( FCRA ) to adequately investigate the consumers repeated credit report disputes over a XXXX period. XXXX XXXX sought to vacate the judgment or reduce the plaintiffs award, but the court refused, finding that a punitive damages award of roughly six times the actual damages award of XXXX} was appropriate under Supreme Court standards. \n\nThe reporting of this on my Credit report By is inaccurate and I demand it be removed from each of the three Credit reporting bureaus ( XXXX, TransUnion, and XXXX ). Alternatively the Credit Bureaus must Verify and Validate that the debt and report accurately. \n\n\nRemoval XXXX XXXX XXXX XXXX XXXX ) be removed from My credit Bureau reports.","date_sent_to_company":"2024-07-27T19:00:17.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"85251","tags":null,"has_narrative":true,"complaint_id":"9639311","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-07-27T19:00:15.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["Validation is for disputing a debt, stopping account activities <em>until</em> the debt has been confirmed, see XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX. App. ( XXXX ). The definition of validation according to XXXX 's XXXX XXXX is assessing an action to determine it is complete, <em>correct</em>, implemented and delivering the <em>correct</em> outcome. ; XXXX states it as to check or prove the validity or accuracy of something ; XXXX says XXXX to show the existence or truth of, by evidence."]},"sort":[11.658779,"9639311"]},{"_index":"complaint-public-v1","_id":"16935517","_score":11.64945,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"am filing this statement to document the complete series of misrepresentations, broken promises, and violations committed by Ally Financial Inc. during the management of my auto loan, repossession, and payoff process. \nFinancial Hardship and False Promise I notified Ally that I was experiencing financial hardship and needed help preventing repossession. During that conversation, I spoke with XXXX Ally representatives. \nThe first representative told me that if I paid {$1100.00} within that week, the payment would stop the repossession and secure my account. When I asked for confirmation, he said he would put it down in the notes, meaning this promise was documented in Allys system and recorded on their line. I relied on this assurance and prepared to make the payment in good faith. \nWhen I later spoke to a second representative, she contradicted what I was told. She said the repossession would still proceed and denied any such agreement existed, even though the first representative confirmed it on a recorded call. Shortly afterward, my vehicle was repossessed anyway. \nIncorrect Contact Information and Failure to Update Address After the repossession, another Ally representative told me that my phone number on file was wrong, even though it was the same number Ally had previously used to reach me about payments. \nI also told Ally I had moved to New York, but they never updated my mailing address. Because of this, I never received any written notice of the repossession, my right to redeem the vehicle, or any post-sale information. This failure to provide proper notice violates UCC 9-614 and 9-616, which require creditors to send accurate, timely redemption and sale notices after a repossession. \nThird-Party Disclosure Violation Allys recovery agent contacted my stepfather about my account and the repossession. I never authorized Ally to disclose information about my loan to him or to any third party. This is a third-party disclosure violation under the Fair Debt Collection Practices Act ( 15 U.S.C. 1692c ( b ) ), which prohibits debt collectors from discussing a consumers debt with anyone other than the consumer, their attorney, or authorized persons.\n\nConflicting Payoff Information and Missing Documentation After the repossession, Ally provided inconsistent and misleading payoff figures. \nMultiple representatives told me that my total payoff to redeem the vehicle was {$3000.00}. XXXX even stated that he was looking at that amount in the system. \nLess than XXXX hours later, Ally changed the payoff to {$3500.00} without any written explanation, itemized statement, or documentation showing where the extra {$530.00} came from. \nWhen I questioned this sudden increase, I was met with rude and combative behavior. Some employees denied ever quoting {$3000.00}, while others confirmed it but said regardless of what you were told, the balance online is what matters. \nDespite multiple requests, Ally has refused to provide a written, itemized payoff statement, to review or release the recorded calls, or to explain any internal error that supposedly caused the discrepancy. \nThese actions appear to violate : FDCPA 807 misrepresentation of the amount or status of a debt.\n\nDodd-Frank 12 U.S.C. 5531 prohibition of unfair, deceptive, or abusive acts or practices ( UDAAP ).\n\nUCC 9-614 requirement to furnish accurate redemption amounts.\n\nLack of Professionalism and Escalation Failures Throughout all communications, Allys representatives have been unprofessional and inconsistent. Calls were disconnected ; requests to speak with a supervisor or the Compliance Department were ignored. I was never provided a case or reference number confirming that my dispute was officially logged. \nCurrent Actions Taken Because of Allys repeated misinformation, failure to update my contact information, privacy violations, and contradictory payoff statements, I have suffered financial and emotional distress. I have : Filed a formal complaint with the Consumer Financial Protection Bureau ( CFPB ). \nSent a formal dispute email to Allys Executive Office.\n\nRequested that Ally immediately preserve and review all recorded calls, issue a written itemized payoff statement, and halt any auction or sale activity until the dispute is resolved.\n\nRequested Resolution I respectfully request that Ally Financial : Produce all recorded calls and account notes confirming the {$1100.00} hardship promise and the {$3000.00} payoff quote. \nProvide a written, itemized payoff statement identifying every charge included in the {$3500.00} balance. \nSupply documentation of any alleged error or fee adjustment. \nCorrect my address and contact information in all systems. \nCease any auction or sale of my vehicle until this matter is resolved. \nIssue a formal written acknowledgment that my account is in dispute and that no negative credit reporting will occur during investigation. \nBecause I acted in good faith based on Allys own statements and was misled multiple times, I believe these actions constitute deceptive and unfair practices under federal and state consumer-protection laws. I am asking for a complete investigation, correction of my account, and reinstatement or redemption of my vehicle under the original terms quoted to me.","date_sent_to_company":"2025-10-30T21:37:37.000Z","issue":"Repossession","sub_product":"Lease","zip_code":"22554","tags":"Servicemember","has_narrative":true,"complaint_id":"16935517","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2025-10-30T20:52:20.000Z","state":"VA","company_public_response":null,"sub_issue":"Company explaining amount owed"},"highlight":{"complaint_what_happened":["Supply documentation of any alleged <em>error</em> or fee adjustment. \n<em>Correct</em> my address and contact information in all systems. \nCease any auction or sale of my vehicle <em>until</em> this matter is resolved. \nIssue a formal written acknowledgment that my account is in dispute and that no negative credit reporting will occur during investigation."],"product":["Vehicle <em>loan</em> or lease"]},"sort":[11.64945,"16935517"]},{"_index":"complaint-public-v1","_id":"9635938","_score":11.634515,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXXXXXX XXXX XXXX Account XXXX # XXXX and # XXXX is not my account, not my debt, not my responsibility. \nA debt Collector ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( # XXXX ) ) filed lawsuits for the alleged debt and was subsequently dismissed as the debt was not Validated. ( see dismissal by The Superior Court of the State of Arizona in and for XXXX XXXX of XXXX attached ) ; Dismissed Case # XXXX and # XXXX and XXXX and XXXX and XXXX. \n\nThe Debt and the reporting of these two accounts has been INVALIDATED BY THE SUPERIOR COURT OF ARIZONA. \n\nVerification with the XXXX or non-action of these requests is in violation of the FCRA and the FDCPA and is subject to fines. \n\nIf not removed from my XXXX file, Verification and XXXX are demanded. Verification and validation are very different terms and ideas. Verification is making sure one actually owes the debt, see XXXXXXXX XXXX XXXXXXXX, XXXX XXXX XXXX ( XXXX Cir. XXXX ). The definition of verification according to XXXX 's XXXX XXXX is... averment that the party pleading is ready to establish the truth of what he has set forth. ... The examination of a writing for the purpose of ascertaining its truth ; or a certificate or affidavit that it is true.. The court said Confirmation of the correctness, truth, or authenticity of a pleading, account, or other paper, by an affidavit, oath, or deposition. XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \n\nValidation is for disputing a debt, stopping account activities until the debt has been confirmed, see XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  The definition of validation according to XXXX 's XXXX XXXX is assessing an action to determine it is complete, correct, implemented and delivering the correct outcome. ; XXXX states it as to check or prove the validity or accuracy of something ; XXXX says XXXX to show the existence or truth of, by evidence. \n\nAll rights under FCRA 611 ( a ) ( 7 ) and FCRA 623 are invoked, thus a demand for a complete description of all methods used to investigate the dispute ( s ) is required. The e-Oscar 2-digit code readout will not be acceptable. Unfortunately, credit bureaus often use software that does not complete thorough investigations and does not qualify as verification according to law.\n\nIf these two accounts are not removed from my CB reports, I request a complete list of all documents and correspondence ( s ) with the original creditor, including, but not limited to : 1. All names and contact information of employees spoken to as part of this investigation ; and 2. Hard evidence that goes all the way back to the original creditor ; and 3. Information regarding the entire lifecycle of the loan ; and 4. Who originally wrote the loan ; and 5. The date of the loan ; and 6. Original contact information ; and 7. All letters and documents sent.\n\nIf unable to perform an investigation or locate the necessary documents, you are required by the FCRA to remove the information from the reports, including complete removal of the account. \n\nXXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX ) held that a debt collector who makes an incorrect statement of law in communications FDCPA 's bona fide error defense, per 15 U.S.C. 1692k ( c ), even if it was an unintentional error. \n\nIn addition, any response by a lawyer is inadmissible because ... lawyers are either lawyers or witnesses. They can not be both. XXXX XXXX XXXX, XXXX. XXXX, XXXX F.Supp. XXXX ( XXXX ) Therefore, I require a fact-witness so that a sufficiency of pleadings by sworn testimony can be met in regards to this alleged debt. \n\nSimply stated, if an attorney regularly engages in debt collection activities, that attorney is a debt collector under the XXXX and is subject to its provisions. This court holds that there is no additional implied exemption for attorneys when performing tasks of a legal nature. XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX ) In the case of Brim v. XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ( XXXX ) the jury rendered a verdict awarding plaintiff {$100000.00} in compensatory damages and {$630000.00} in punitive damages due to XXXX Credits XXXX noncompliance of its duties under federal law ( FCRA ) to adequately investigate the consumers repeated credit report disputes over a XXXX period. XXXX XXXX sought to vacate the judgment or reduce the plaintiffs award, but the court refused, finding that a punitive damages award of roughly XXXX times the actual damages award of {$100000.00} was appropriate under Supreme Court standards. \n\nThe reporting of this on my Credit report By is inaccurate and I demand it be removed from each of the XXXX Credit reporting bureaus ( Experian, XXXX, and XXXX ). Alternatively the Credit Bureaus must Verify and Validate that the debt and report accurately.","date_sent_to_company":"2024-07-27T17:03:13.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"85251","tags":null,"has_narrative":true,"complaint_id":"9635938","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-07-27T16:51:02.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["The court said <em>Confirmation</em> of the <em>correctness</em>, truth, or authenticity of a pleading, account, or other paper, by an affidavit, oath, or deposition."]},"sort":[11.634515,"9635938"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":84,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":84}]}},"product":{"doc_count":84,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting or other personal consumer reports","doc_count":45,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":45}]}},{"key":"Mortgage","doc_count":19,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":14},{"key":"FHA mortgage","doc_count":4},{"key":"VA mortgage","doc_count":1}]}},{"key":"Debt collection","doc_count":9,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"I do not know","doc_count":8},{"key":"Private student loan 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