{"took":1452,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":201,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6011458","_score":20.062023,"_source":{"product":"Mortgage","complaint_what_happened":"To whom it may concern, We are issuing a formal complaint against United Wholesale Mortgage ( UWM ) who currently holds our mortgage and escrow account. We believe has violated the law under XXXX. Detailed below is the months long process of attempting to correct our escrow account, have funds owed to us refunded by the institution, and have our escrow payments revaluated to the appropriate amount required to make all payments ( property tax and insurance ). \nUWM practices are unfair to the public. As you can see, it has taken 13 calls to UWM to have our escrow account reevaluated, in the meantime, we are required to pay ~ {$600.00} essentially overfunding our escrow account. We still are required to write a letter to have funds owed to us returned, with no guarantee the funds will be returned to us, not documentation or letter provided to us as to the result of their investigation.\n\nThe definition of Unfair per the CFPB : A representation, omission, act, or practice is deceptive when ( 1 ) The representation, omission, act, or practice misleads or is likely to mislead the consumer ; ( 2 ) The consumers interpretation of the representation, omission, act, or practice is reasonable under the circumstances; and ( 3 ) The misleading representation, omission, act, or practice is material. \nAn unsubstituted increase of {$600.00} a month in escrow funds is a significant impact to us the consumer. That amount is not insignificant and it carries a financial burden. In the information detailed below, it is clear the UWM staff mislead us, did not provide promised follow-up, failed to provide details as to the review of our account.\n\nAlthough their UWM staff appear to be untrained, providing misinformation, and making promises they company cant keep, truly it seems as though the customer service is set up to deceive their customers. As outlined in the CFPBs definition of deceptive acts or practices : A representation, omission, act, or practice is deceptive when ( 1 ) The representation, omission, act, or practice misleads or is likely to mislead the consumer ; ( 2 ) The consumers interpretation of the representation, omission, act, or practice is reasonable under the circumstances; and ( 3 ) The misleading representation, omission, act, or practice is material.\n\nIt is clearly evident in the details below that the misinformation provided by UWM staff is purposeful, designed to confuse and frustrate people into giving up.\n\nSee attached letter for full description and timeline","date_sent_to_company":"2022-09-23T16:45:56.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"90713","tags":null,"has_narrative":true,"complaint_id":"6011458","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"United Shore Financial Services, LLC","date_received":"2022-09-23T16:38:07.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["UWM <em>practices</em> are unfair to the public. As you can see, it has taken 13 calls to UWM to <em>have</em> our <em>escrow</em> account reevaluated, in the meantime, we are required to pay ~ {$600.00} essentially overfunding our <em>escrow</em> account. We still are required to write a letter to <em>have</em> funds owed to us returned, with no guarantee the funds will be returned to us, not documentation or letter provided to us as to the <em>result</em> of their investigation."]},"sort":[20.062023,"6011458"]},{"_index":"complaint-public-v1","_id":"12252871","_score":18.684084,"_source":{"product":"Mortgage","complaint_what_happened":"Subject : Complaint Regarding Escrow Calculation Practices for FHA Loans To Whom It May Concern at the Consumer Financial Protection Bureau ( CFPB ), I am writing to formally file a complaint regarding a systemic issue with escrow calculation practices for FHA loans. This issue affects not only my personal mortgage but also poses a significant financial risk to first-time homebuyers across the country. It relates to the way mortgage servicers, such as NewRez LLC/Shellpoint Mortgage Servicing , calculate initial escrow payments based on outdated property tax rates, despite knowing that property taxes will unlock and increase after the sale of a home. This practice guarantees escrow shortages, leading to sudden, unaffordable increases in borrowers monthly mortgage payments. \n\nBackground on My Personal Experience I purchased my home in XX/XX/XXXX with an FHA loan serviced by NewRez LLC/Shellpoint Mortgage Servicing . At the time of purchase, the mortgage servicer used the previous homeowners property tax rate of {$1700.00} from XXXX XXXX to calculate my escrow payments. However, NewRez knew or should have known that the property taxes would unlock and increase significantly after reassessment. \n\nAs expected, my property taxes increased drastically in the following years : - XXXX XXXX ( at closing ) : {$1700.00} - XXXX Taxes : {$5600.00} ( {$3900.00} ) - XXXX Taxes : {$6300.00} ( {$640.00} ) - XXXX Taxes : {$6300.00} ( {$45.00} ) Despite knowing that my property taxes would increase by over 220 % in XXXX, NewRez failed to account for this change when establishing my escrow account. Instead, they used the outdated tax rate from the previous homeowner, resulting in an inevitable escrow shortage and forcing me to cover an unexpected increase in my monthly mortgage payment. \n\nCompounding the issue, my homeowners insurance also increased : - XXXX : {$1300.00} - XXXX : {$1300.00} - XXXX : {$2000.00} These cumulative increases created a financial burden that was entirely preventable had my escrow account been properly funded from the beginning. \n\nEvidence of Misconduct : Deliberate Escrow Underfunding at Closing Upon reviewing my mortgage documents, I discovered clear evidence that NewRez initially planned to account for the tax increase but then deliberately underfunded my escrow at closing. \n\n- XX/XX/XXXX : My initial Closing Disclosure estimated my closing costs at {$3300.00}, which correctly anticipated the unlocked tax rate. \n- XX/XX/XXXX : My final Closing Disclosure reduced my cash-to-close to {$1000.00}, significantly underfunding my escrow account. \n\nBy reducing the escrow funding at closing, NewRez made my mortgage appear more affordable than it actually was, while knowing that a drastic escrow shortage was inevitable. This practice created an artificial sense of affordability at closing but set me up for financial distress later when the tax increase took effect. \n\nThe Core Issue : Deceptive and Unfair Escrow Calculations This practice is both deceptive and predatory because : - Mortgage servicers know that property taxes will increase for new homebuyers but fail to account for it when setting up escrow accounts. \n- They deliberately use outdated tax rates from the previous homeowner instead of forecasting the reassessed rate, guaranteeing an escrow shortage. \n- They fail to properly disclose this to homebuyers, misleading them into thinking their mortgage payments will remain stable when they will, in fact, increase significantly. \n\nThis practice results in avoidable financial hardship, unexpected payment increases, and potential foreclosure risksall of which could be prevented if mortgage servicers accurately calculated escrow deposits using real-time property tax data. \n\nRequest for CFPB Action I am requesting that the CFPB investigate and take the following actions to prevent this harmful practice : XXXX ) Investigate Mortgage Servicer Practices- Review how servicers like NewRez calculate initial escrow payments for FHA loans. \n- Determine if the use of outdated tax rates at closing constitutes unfair or deceptive practices under consumer protection laws. \n\nXXXX ) Issue Guidance or Rulemaking - Require mortgage servicers to use the actual and expected property tax rates when calculating escrow payments. \n- If servicers are aware that property taxes will unlock, they should be required to account for the increase in the initial escrow deposit. \n\nXXXX ) Require Remediation for Homeowners - Provide financial relief for FHA loan borrowers impacted by escrow shortages due to these practices. \n- Homeowners should not be financially penalized for mortgage servicers ' failure to account for foreseeable tax increases. \n\nXXXX ) Enhance Disclosures at Closing - Require that borrowers receive a clear, written warning that property tax increases are expected due to reassessment or unlocking. \n- This disclosure should include an estimate of future mortgage payments to prevent financial shock. \n\nImpact on Homeowners This practice disproportionately harms first-time homebuyers, particularly those using FHA loans , who may not be aware of how property tax reassessments work. The financial consequences include : - Payment shock, as borrowers face sudden and drastic mortgage increases. \n- Escrow shortages, forcing homeowners to make unexpected lump-sum payments or deal with higher monthly payments. \n- Risk of foreclosure, as these unexpected financial burdens become unsustainable. \n\nFHA loans are designed to make homeownership affordable, but this escrow mismanagement undermines that goal by misleading borrowers about their true housing costs. \n\nRequested Resolution I am seeking : 1 ) Financial relief for the escrow shortages I have experienced.\n\n2 ) A CFPB investigation into NewRez LLC/Shellpoint Mortgage Servicings escrow handling. \nXXXX ) Stronger FHA guidelines to ensure borrowers are protected from deceptive escrow practices. \n\nThank you for your time and attention. I am happy to provide supporting documentation, including : My initial and final Closing Disclosures showing the deliberate underfunding of my escrow account. \n\nXXXX ) My correspondence with HUD, confirming that NewRez followed FHA guidelines but failing to address the deceptive nature of their escrow calculations. \nXXXX ) My escrow analyses from NewRez, showing how my property taxes and homeowners insurance increased each year, leading to an unavoidable financial burden. \n\nI urge the CFPB to take swift action to prevent mortgage servicers from misleading borrowers and creating financial instability through improper escrow calculations. \n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2025-02-28T17:31:47.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"482XX","tags":"Servicemember","has_narrative":true,"complaint_id":"12252871","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-02-28T17:12:43.000Z","state":"MI","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["FHA loans are designed to make homeownership affordable, but this <em>escrow</em> mismanagement undermines that goal by misleading borrowers about their true housing costs. \n\nRequested Resolution I am seeking : 1 ) Financial relief for the <em>escrow</em> shortages I <em>have</em> experienced.\n\n2 ) A CFPB investigation into NewRez LLC/Shellpoint Mortgage Servicings <em>escrow</em> handling. \nXXXX ) Stronger FHA guidelines to ensure borrowers are protected from <em>deceptive</em> <em>escrow</em> <em>practices</em>. \n\nThank you for your time and attention."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[18.684084,"12252871"]},{"_index":"complaint-public-v1","_id":"15672000","_score":18.201366,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint against my current mortgage servicer, Mr. Cooper ( Nationstar Mortgage LLC, doing business as Lakeview Loan Servicing ), regarding what I believe to be unfair and deceptive escrow practices that have resulted in a steep and unreasonable increase in my monthly mortgage payment. My mortgage loan has now been transferred four times between different servicers, and with each transfer, the servicing practices have become more confusing and burdensome. Since Mr. Cooper took over the servicing of my loan, I have received a notice that my monthly mortgage payment will increase sharply to {$1700.00} effective XX/XX/year>, due to what they allege is an escrow shortage of {$1600.00}. \nThis increase is a significant hardship and seems unjustified, given that : 1. I have never missed a mortgage payment and have always paid on time.\n\n2. My mortgage loan has been transferred four times between different servicers, and I believe this repeated servicing transfer has contributed to accounting errors or mismanagement of my escrow account.\n\n3.The servicer has not provided a clear, transparent explanation of how the escrow shortage was calculated. \n4.Instead of offering shortage repayment options ( such as spreading repayment beyond 12 months ) or hardship assistance, they are imposing a sudden spike in my monthly obligation.","date_sent_to_company":"2025-10-14T19:25:24.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"23320","tags":null,"has_narrative":true,"complaint_id":"15672000","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-09-02T17:45:04.000Z","state":"VA","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Cooper ( Nationstar Mortgage LLC, doing business as Lakeview Loan Servicing ), regarding what I believe to be unfair and <em>deceptive</em> <em>escrow</em> <em>practices</em> that <em>have</em> <em>resulted</em> in a steep and unreasonable increase in my monthly mortgage payment. My mortgage loan has now been transferred four times between different servicers, and with each transfer, the servicing <em>practices</em> <em>have</em> become more confusing and burdensome. Since Mr."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[18.201366,"15672000"]},{"_index":"complaint-public-v1","_id":"12706778","_score":17.607721,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX I sent a formal letter to chase in order to address a serious issue regarding the mismanagement of my mortgage escrow account, specifically the failure to pay my homeowners insurance premium despite your institution collecting escrow payments for this purpose. I gave them 15 days to provide adequate response which they have failed to do. This lapse resulted in my property being uninsured since XX/XX/XXXX, exposing me to significant financial and personal risk. Additionally, I have discovered that my escrow payment has been increased to cover a premium that was never actually paid, further compounding the financial harm caused by this negligence. Furthermore, my insurance provider has confirmed that my policy has been cancelled and can not be reinstated, leaving me with the burden of securing new coverage at higher costs while chase imposes a lender forced policy. \n\nWe have experienced hurricanes and floods all near my house in the last two years with no insurance coverage and we were not even aware. Things like this should not happen. \n\nHere are some of the legal violations committed by chase : -Real Estate Settlement Procedures Act ( RESPA ) 12 U.S.C . 2605 ( g ) -Negligence and Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) Dodd-Frank Act, 12 U.S.C. 5531 : By increasing my escrow payments under false pretenses while failing to pay my homeowners insurance, your institution has engaged in deceptive practices. \n-Breach of Contract and Fiduciary Duty : My mortgage agreement explicitly requires you to ensure timely payment of escrowed expenses, including my homeowners insurance. Your failure to do so constitutes a breach of contract.","date_sent_to_company":"2025-03-28T21:19:33.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"333XX","tags":null,"has_narrative":true,"complaint_id":"12706778","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-03-28T20:28:11.000Z","state":"FL","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Here are some of the legal violations committed by chase : -Real Estate Settlement Procedures Act ( RESPA ) 12 U.S.C . 2605 ( g ) -Negligence and Unfair, <em>Deceptive</em>, or Abusive Acts or <em>Practices</em> ( UDAAP ) Dodd-Frank Act, 12 U.S.C. 5531 : By increasing my <em>escrow</em> payments under false pretenses while failing to pay my homeowners insurance, your institution has engaged in <em>deceptive</em> <em>practices</em>."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[17.607721,"12706778"]},{"_index":"complaint-public-v1","_id":"3136798","_score":17.413774,"_source":{"product":"Mortgage","complaint_what_happened":"My original mortgage at closing was about {$1800.00} I paid this amount for one ( 1 ) year. This included insurance and property taxes.\n\nIn XX/XX/XXXX, I received a shock! The mortgage company neglected to put in the MUD taxes in the note resulting in a $ XX/XX/XXXX increase in payments. This was a deceptive practice because being a retired police officer, I would not have purchased this home. I called everyone to ask why wasn't this amount put into the closing documents when my payment was estimated. No one knows the answer. It seems that I'm in this municipal district in addition to my property taxes. How in the world can that happen. anyway in order not to lose my home, I borrowed the money off my credit card and paid the taxes on the house directly. I then asked the mortgage company to adjust my escrow for this year.\n\nNow they are threatening me with foreclosure. When I sent in my payment of {$1800.00}, they applied it to the escrow without my permission. I have sent the mortgage payment the same way for the past year but in order to continue this unfair tactic, they applied it to escrow. I guess they make a lot of money off interest in escrow. Now they want {$4000.00} f0r the mortgage payment. I need them to adjust the escrow so I can pay the mortgage.","date_sent_to_company":"2019-01-29T23:10:16.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"77316","tags":"Servicemember","has_narrative":true,"complaint_id":"3136798","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Caliber Home Loans, Inc.","date_received":"2019-01-29T22:42:21.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The mortgage company neglected to put in the MUD taxes in the note <em>resulting</em> in a $ XX/XX/XXXX increase in payments. This was a <em>deceptive</em> <em>practice</em> because being a retired police officer, I would not <em>have</em> purchased this home. I called everyone to ask why wasn't this amount put into the closing documents when my payment was estimated. No one knows the answer. It seems that I'm in this municipal district in addition to my property taxes."]},"sort":[17.413774,"3136798"]},{"_index":"complaint-public-v1","_id":"2562613","_score":17.283009,"_source":{"product":"Mortgage","complaint_what_happened":"We originally had an FHA loan obtained in XX/XX/XXXX serviced by XXXX XXXX XXXX with a payment that we made the first of every month without fail. We were contacted in XX/XX/XXXX to refinance for a lower interest rate by First Guaranty. In XX/XX/XXXX of this year we were notified that our mortgage payment would increase by roughly {$370.00} per month due to an escrow shortage. As it turns out, we were never instructed to pay the refunded insurance payment back into escrow at closing with First Guaranty. Additionally, our principal payment increased from {$240.00} per month to {$280.00} per month after the refinance. <P/>We have paid {$600.00} back into our escrow and now our payment is roughly {$250.00} more per month. First Guaranty used misleading and deceptive practices, and as result we have A HIGHER PRINCIPAL BALANCE, A HIGHER MONTHLY PAYMENT FOR 12 MONTHS, AND MINIMAL SAVINGS THEREAFTER. This refinance was actually punishment for paying our mortgage on time.","date_sent_to_company":"2017-06-29T22:10:45.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"38016","tags":null,"has_narrative":true,"complaint_id":"2562613","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST GUARANTY MORTGAGE CORP","date_received":"2017-06-29T21:50:57.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["First Guaranty used misleading and <em>deceptive</em> <em>practices</em>, and as <em>result</em> we <em>have</em> A HIGHER PRINCIPAL BALANCE, A HIGHER MONTHLY PAYMENT FOR 12 MONTHS, AND MINIMAL SAVINGS THEREAFTER. This refinance was actually punishment for paying our mortgage on time."]},"sort":[17.283009,"2562613"]},{"_index":"complaint-public-v1","_id":"11907247","_score":17.17495,"_source":{"product":"Mortgage","complaint_what_happened":"Subject : Mortgage Servicer ( NewRez ) Incorrectly Charged for Hazard Insurance & Is Continuing to Charge Me Complaint Details : I am filing a complaint against NewRez LLC for improperly adding hazard insurance to my mortgage escrow account, charging me for a policy that does not exist, and refusing to refund my money in a timely manner. \n\nKey Issues : 1. Fraudulent Hazard Insurance Charges : In XX/XX/year>, NewRez incorrectly added hazard insurance to my escrow account despite the fact that I never had such a policy. \nAs a result, they withdrew nearly {$800.00} from my bank account and continue to bill me for hazard insurance that I do not have. NewRez has admitted that this was a mistake related to their escrow analysis 2. Unlawfully Withholding My Money : Despite admitting fault, NewRez refuses to refund my money until they can run a new escrow analysis in 30-40 days.This is an excessive delay that is causing financial hardship. \n\n3. Continuing to Charge Me for Non-Existent Insurance : Even after admitting the original mistake, NewRez continues to charge my escrow account for hazard insurance that does not exist. This is an ongoing violation that is inflating my escrow balance and mortgage payments.\n\nRegulatory Violations : 1.Real Estate Settlement Procedures Act ( RESPA ) : Failure to properly maintain and correct escrow accounts.\n\n2.Unfair, Deceptive, or Abusive Acts and Practices ( UDAAP ) : Continuing to charge for non-existent insurance is fraudulent and financially harmful.\n\n3.Breach of Contract : Incorrect escrow analysis has resulted in unauthorized charges.\n\nPotential Escrow Fraud : Charging a borrower for insurance that does not exist raises serious regulatory concerns.","date_sent_to_company":"2025-02-03T23:55:48.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"97224","tags":null,"has_narrative":true,"complaint_id":"11907247","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-02-03T23:43:13.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Regulatory Violations : 1.Real Estate Settlement Procedures Act ( RESPA ) : Failure to properly maintain and correct <em>escrow</em> accounts.\n\n2.Unfair, <em>Deceptive</em>, or Abusive Acts and <em>Practices</em> ( UDAAP ) : Continuing to charge for non-existent insurance is fraudulent and financially harmful.\n\n3.Breach of Contract : Incorrect <em>escrow</em> analysis has <em>resulted</em> in unauthorized charges.\n\nPotential <em>Escrow</em> Fraud : Charging a borrower for insurance that does not exist raises serious regulatory concerns."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[17.17495,"11907247"]},{"_index":"complaint-public-v1","_id":"13343289","_score":17.042765,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/XXXX, I purchased a home at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL for {$360000.00}, financed through Cardinal Financial. At closing, Cardinal estimated my property taxes at {$2600.00} based on the previous owner 's homestead exemption. They failed to disclose that the exemption would be removed upon transfer of ownership. As a result, my actual XXXX property tax bill was {$6000.00}, creating an escrow shortage of {$6400.00} and requiring a lump-sum payment of {$3000.00}. My mortgage payment increased drastically to {$2400.00}. This constituted a material misrepresentation and a failure to provide accurate disclosures in violation of the Real Estate Settlement Procedures Act ( RESPA ), which requires lenders to provide good faith estimates and clear disclosure of escrow liabilities. \n\nAdditionally, Cardinal approved the loan using an inflated appraisal. The countys XXXX XXXX XXXX XXXX for the property is {$290000.00}, and an identical home next door ( XXXX XXXX XXXX XXXX XXXX sold in XXXX for {$330000.00}. This raises serious concerns of appraisal inflation or negligence, a practice that may violate XXXX and the XXXX XXXX and Evaluation Guidelines. \n\nI have made multiple attempts to resolve this directly with the lender. I requested a formal explanation of the appraisal process, the escrow estimate, and how such a substantial miscalculation occurred. Their responses were inadequate, generic, and dismissive. \n\nI am requesting CFPB intervention and investigation into : XXXX exemptions are used in escrow estimation without proper disclosure. \nThe inflated appraisal was used to approve the mortgage. \nDeceptive marketing of no-cost refinancing when hidden costs were embedded in escrow. \nFailure to meet RESPA and XXXX disclosure requirements. \n\nI seek a full audit and written explanation from Cardinal, restitution for the escrow deficit, and assistance with refinancing under accurate terms. These practices have caused serious and ongoing financial harm.","date_sent_to_company":"2025-05-05T19:49:57.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33844","tags":null,"has_narrative":true,"complaint_id":"13343289","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP","date_received":"2025-05-05T19:30:40.000Z","state":"FL","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["These <em>practices</em> <em>have</em> caused serious and ongoing financial harm."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[17.042765,"13343289"]},{"_index":"complaint-public-v1","_id":"14649714","_score":16.914549,"_source":{"product":"Mortgage","complaint_what_happened":"Subject : Complaint Regarding Misleading and Contradictory Information About Escrow Cancellation I am submitting this complaint against my mortgage servicer, Fifth Third Bank, for providing misleading, inconsistent, and contradictory information regarding the cancellation of the escrow account tied to my mortgage. \n\nI have made multiple attempts to request the cancellation of my escrow account, as I believed that I met the stated eligibility criteria. However, each time I contact the bank, I receive different and conflicting information from various representatives. At times I have been told that escrow cancellation is not possible regardless of current loan-to-value ratio or payment history ; other times, Ive been told that XXXX should qualify but then receive denials based on apparently shifting requirements. \n\nThe bank indicated that if an independent appraisal was completed, and the result reflected a value higher than my initial loan amount, that this higher amount, and resulting lower XXXX, would be considered in my request. The bank ordered an independent appraisal and I was charged {$680.00} for it, but are now instructing me that escrow cancellation is only based on the original XXXX at loan origination. At no point in my multiple repeated prior requests was this disclosed, and they allowed me to proceed with spending my own money on the appraisal despite the fact that they knew, per their own policy, that it would not result in the outcome I've been seeking all along. \n\nDespite repeated requests, the bank has failed to provide : A clear written explanation of the specific criteria for escrow cancellation A consistent point of contact or case management for my issue Any formal written communication acknowledging the inaccurate information provided both in writing and verbally by their customer service representatives. \n\nThese interactions have caused significant confusion and frustration, and have prevented me from exercising my rights as a borrower. I believe the banks actions may constitute deceptive or unfair servicing practices under applicable federal regulations. \n\nI respectfully request that the CFPB investigate this matter and help ensure that my mortgage servicer is held accountable for providing accurate, transparent, and consistent information about escrow cancellation policies. \n\n\nThank you for your time and assistance.","date_sent_to_company":"2025-07-14T23:33:46.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"77365","tags":null,"has_narrative":true,"complaint_id":"14649714","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2025-07-14T16:08:04.000Z","state":"TX","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I believe the banks actions may constitute <em>deceptive</em> or unfair servicing <em>practices</em> under applicable federal regulations. \n\nI respectfully request that the CFPB investigate this matter and help ensure that my mortgage servicer is held accountable for providing accurate, transparent, and consistent information about <em>escrow</em> cancellation policies. \n\n\nThank you for your time and assistance."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[16.914549,"14649714"]},{"_index":"complaint-public-v1","_id":"3407675","_score":16.781765,"_source":{"product":"Mortgage","complaint_what_happened":"Citizens One Home Loans, a subsidiary of Citizens Bank, N.A. ( the bank ), services our conventional mortgage loan. The loan includes a property tax escrow. The town allows quarterly payments, and the bank had always paid the tax payments quarterly. On XX/XX/XXXX, the bank sent a letter stating it would begin paying the property taxes annually for XXXX, rather than quarterly, to get the 2 % discount that the town offers for paying in full. It noted the change could result in an escrow shortage, which if we did not pay in full, the bank would spread over 24 months in the monthly payment. The letter did not disclose how the escrow account payments would change, or if there would be a shortage. In addition, the letter did not give a choice to waive the 2 % discount, and the possible higher escrow shortage, and stay on the quarterly payment cycle with the town taxes. Around XX/XX/XXXX, the bank sent the annual RESPA Annual Escrow Account Disclosure Statement. The Account Projection table showed there would be the annual tax payment, and that there was now a {$4000.00} escrow shortage. If we did not pay the shortage in full now, the monthly payment for the next 12 months would cover the shortage increasing our total monthly payment {$330.00}. During a phone call with the Tax Dept, the  representative said that it seemed like an error and they would review the issue and contact me. On XX/XX/XXXX, we received the same RESPA disclosure the bank sent in XX/XX/XXXX. The customer representative in the Tax Dept told me that there was no choice in the matter, although they could spread the escrow shortage over a longer period if the payment was not affordable. After checking with her management, she confirmed that we had no choice and the bank would pay the taxes annually. 1. The bank does not disclose the amount of escrow shortage and payment increases when it decides to go to the annual payment cycle instead of the usual quarterly cycle. 2. The bank does not provide the homeowner an option. 3. The bank disclosed that the shortage would be payable over 24 months when the Annual Escrow Disclosure said it would be 12 months, resulting in the substantively increased payment compared with a 24 month collection ; and 4. Customer Service confirmed today that the servicing system is in fact scheduled to collect the shortage over 12 months, not 24. This is an Unfair Practice because we have no choice in the repayment terms of the taxes on our property and we had no information or ability to change how much the escrow would collect to prevent the shortages. In addition, this is a Deceptive Practice, because the XXXX letter advising of the change did not provide the information we needed, it stated it would collect the shortage over 24 months when it would in fact collect it over 12 months. The bank should provide more information when it gives notice of the change in its practice to pay the taxes annually. In addition and most importantly, the bank should offer homeowners the option to pay the 2 %, or remain on the quarterly cycle and lower the escrow shortage, because to do so would be best suited for their budget.","date_sent_to_company":"2019-10-18T12:57:55.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"02864","tags":null,"has_narrative":true,"complaint_id":"3407675","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2019-10-16T19:07:20.000Z","state":"RI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is an Unfair <em>Practice</em> because we <em>have</em> no choice in the repayment terms of the taxes on our property and we had no information or ability to change how much the <em>escrow</em> would collect to prevent the shortages. In addition, this is a <em>Deceptive</em> <em>Practice</em>, because the XXXX letter advising of the change did not provide the information we needed, it stated it would collect the shortage over 24 months when it would in fact collect it over 12 months."]},"sort":[16.781765,"3407675"]},{"_index":"complaint-public-v1","_id":"15623719","_score":16.520338,"_source":{"product":"Debt collection","complaint_what_happened":"I am filing this formal complaint against Loancare LLC for their fraudulent and illegal financial practices, which are directly related to a case of severe identity theft. I am a victim of identity theft, and as such, I do not owe any debt that Loancare LLC is attempting to collect. Loancare LLC 's actions in this matter are a continuation of the fraud and have exacerbated the harm caused by the identity theft.\n\nTimeline of Events & Facts : No Legal Standing : I have no existing or recorded mortgage with Loancare LLC. There are no mortgage documents filed with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Florida, that name Loancare LLC as a lienholder, servicer, or in any other capacity related to my property at XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXXXXXX. \nFraudulent Escrow Claim : Despite having no legal standing or recorded mortgage, Loancare LLC is listed as the escrow agent on my property with the XXXX XXXX County Tax Office. This is a false and fraudulent representation. Attempt to Collect Debt :\nLoancare LLC has been attempting to collect a debt for which they have no legal right. This constitutes an illegal and deceptive debt collection practice that is directly tied to the identity theft perpetrated against me.\n\nAwareness of Identity Theft : Loancare LLC has been made aware of the identity theft reports I have filed, including reports with the Federal Trade Commission ( FTC ). Despite this notification, they have failed to cease their collection efforts or remove their fraudulent listing as an escrow agent. This failure to act, even after being notified of a clear case of identity theft, is a severe violation of their duty to exercise due diligence.\n\nPublic Records Falsification : The fraudulent listing of Loancare LLC as my escrow agent has been done without my consent and is a falsification of public records. This has resulted in my property taxes being routed to an unauthorized third party, which is a severe consumer violation and a direct result of identity theft.\n\nFailure to Investigate : I have formally notified Loancare LLC and the XXXX XXXX XXXX Tax Office of this issue and demanded that they provide documentation showing their legal standing. They have failed to provide any such documentation and have not taken action to remove their name from my property records, continuing to operate under a fraudulent pretense.\n\nRelevant Laws and Violations : Loancare LLC 's actions are in direct violation of several federal and state laws, including but not limited to : Fair Credit Billing Act ( FCBA ) and Electronic Fund Transfer Act ( EFTA ) : Loancare LLC has failed in its duty to investigate and resolve billing errors and unauthorized electronic fund transfers related to this fraudulent activity, as is required under these acts. Their inaction after being notified of identity theft is a clear violation of their obligations to protect consumers.\n\nConsumer Financial Protection Act of 2010 ( CFPA ) : Loancare LLC 's actions constitute \" unfair, deceptive, or abusive acts or practices '' ( UDAAPs ) in violation of 12 U.S. Code 5531. Falsely representing itself as an escrow agent with no legal basis, attempting to collect a non-existent debt, and failing to act on a reported identity theft are textbook examples of such practices.\n\nFair Debt Collection Practices Act ( FDCPA ) : Loancare LLC 's attempt to collect a debt it has no legal standing to collect is a violation of the FDCPA, which prohibits false representations and unfair practices in debt collection. Attempting to collect a debt from a victim of identity theft, especially after being notified, is an egregious violation.\n\nState Law Violations : This is also a violation of Florida state law, specifically Florida Statutes, Chapter 697, which requires a mortgage or deed of trust to be properly recorded to establish a legal interest in a property. Loancare LLC 's actions circumvent this legal requirement and have been carried out to my detriment.","date_sent_to_company":"2025-08-30T17:27:00.000Z","issue":"Attempts to collect debt not owed","sub_product":"Mortgage debt","zip_code":"349XX","tags":null,"has_narrative":true,"complaint_id":"15623719","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2025-08-30T16:53:12.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["Fraudulent <em>Escrow</em> Claim : Despite <em>having</em> no legal standing or recorded mortgage, Loancare LLC is listed as the <em>escrow</em> agent on my property with the XXXX XXXX County Tax Office. This is a false and fraudulent representation. Attempt to Collect Debt :\nLoancare LLC has been attempting to collect a debt for which they <em>have</em> no legal right. This constitutes an illegal and <em>deceptive</em> debt collection <em>practice</em> that is directly tied to the identity theft perpetrated against me."],"sub_issue":["Debt was <em>result</em> of identity theft"]},"sort":[16.520338,"15623719"]},{"_index":"complaint-public-v1","_id":"12481659","_score":16.50082,"_source":{"product":"Mortgage","complaint_what_happened":"This is the letter I sent to Mr. Cooper : To Whom It May Concern, I am writing to address a serious breach of your legal and fiduciary duties as the servicer of my mortgage. Despite my timely and full payments into the mortgage/escrow account managed by Mr. Cooper, you failed to disburse payments for my homeowners insurance for two years, resulting in a lapse of coverage. This egregious mismanagement violates both state and federal laws, and has directly caused financial loss due to substantial damage to my home. They are claiming my account is not escrowed which is a total error and my loan origination document clearly states my insurance is escrowed. \n\nOn XX/XX/year>, my property suffered catastrophic water damage due to a pipe or appliance failure ( currently under investigation ). The resulting flood caused extensive destruction, including the total loss of my kitchen and damage to walls and flooring on two floors. Because Mr. Cooper failed in its obligations, I was left without insurance coverage, forcing me to bear these costs personallysomething that was entirely avoidable had you properly serviced my escrow account. Also, the lender placed insurance has been unresponsive and an adjuster has not contacted me even after receiving a claim number to understand coverage although my home is in immediate threat.\n\nFederal and State Law Violations : As my mortgage servicer, Mr. Cooper had a legal and contractual obligation to : Ensure timely payment of escrowed funds to my homeowners insurance carrier.\n\nNotify me immediately if there were any issues with escrow disbursements or a lapse in coverage.\n\nMaintain accurate escrow records and provide transparency regarding disbursements.\n\nBy failing to do so, Mr. Cooper is in violation of the followin\ng laws : Federal Law Violations : Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605 ( g ) You are federally required to make timely escrow disbursements for items like homeowners insurance to protect my property and your collateral.\n\nRESPA, 12 U.S.C. 2605 ( k ) ( 1 ) ( C ) Mortgage servicers must take appropriate action to ensure that hazard insurance premiums are paid in a timely manner from the escrow account.\n\nRESPA Regulation X, 12 C.F.R. 1024.17 ( k ) Requires prompt disbursement of escrow payments to avoid penalties or lapses in coverage.\n\nConsumer Financial Protection Bureau ( CFPB ) Rules You are also subject to CFPB rules prohibiting unfair, deceptive, or abusive acts or practices ( UDAAP ). Failing to manage my escrow funds and leaving me uninsured constitutes an unfair and deceptive practice under federal law.\n\nCalifornia State Law Violations : California Civil XXXX XXXX Requires servicers to pay insurance premiums in a timely manner when escrow funds are collected. \nCalifornia Unfair Competition Law ( UCL ), Business and Professions Code XXXX et seq. \nEngaging in unlawful, unfair, and fraudulent business practices by failing to pay escrow obligations and not notifying me of the lapse. \nI am demanding based on my legal rights : A full written explanation for your failure to remit timely payments from my escrow account to maintain insurance coverage. \nA complete escrow account history, including all disbursements and payments, to identify where your servicing errors occurred. \nDocumentation of any force-placed insurance you XXXX have initiated, including terms, coverage periods, and scope. \nCompensation for the full cost of : A complete kitchen rebuild Repairs to walls and flooring on XXXX floors Any temporary housing expenses or relocation costs Loss of use and enjoyment of my home Bills incurred from increased energy, water, and other resource usage during this time of construction Any further damages, costs, and legal fees incurred as a result of your negligence. \nRepairs Will Commence Immediately : I must begin repairs immediately to prevent further damage, protect the structure, maintain my property value, and resume safe use of my home. Mr. Cooper will be held financially responsible for all costs arising from this event. \n\nSincerely,","date_sent_to_company":"2025-03-14T06:22:38.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"90249","tags":null,"has_narrative":true,"complaint_id":"12481659","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-03-14T06:10:36.000Z","state":"CA","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Failing to manage my <em>escrow</em> funds and leaving me uninsured constitutes an unfair and <em>deceptive</em> <em>practice</em> under federal law.\n\nCalifornia State Law Violations : California Civil XXXX XXXX Requires servicers to pay insurance premiums in a timely manner when <em>escrow</em> funds are collected. \nCalifornia Unfair Competition Law ( UCL ), Business and Professions Code XXXX et seq."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[16.50082,"12481659"]},{"_index":"complaint-public-v1","_id":"7566571","_score":16.381151,"_source":{"product":"Mortgage","complaint_what_happened":"Dear FCPB, I am writing to file a formal complaint against Wells Fargo regarding their handling of my mortgage escrow account, which has caused me significant concern and if not resolved may also cause financial distress. My property tax recently increased from {$17000.00} to {$18000.00} annually, resulting in an additional financial burden of {$710.00} per year, equivalent to {$58.00} per month, note that my homeowner 's insurance premiums have remained about the same from last year. \n\nThe issue I wish to bring to your attention arises from Wells Fargo 's notification that they intend to increase my escrow payments by an astonishing {$5300.00}, equivalent to XXXX per month which is about 740 % higher than the actual increase noted on the prior paragraph. In the attached analysis provided by Wells Fargo, they justify this increase by stating they need to add a two-month cushion of escrow, totaling {$3200.00}. \n\nHowever, my concern primarily stems from the explanation given to me by a Wells Fargo customer service representative named XXXX during a call I made on XX/XX/2023 at XXXX XXXX EST. XXXX asserted that the two-month cushion of escrow is mandated by New Jersey law XXXX implying that it is the minimum requirement for the state. Subsequently, I conducted extensive research to verify this claim, and I found no evidence to support Wells Fargo 's assertion that New Jersey law necessitates a minimum two-month escrow cushion. \n\nMoreover, it is important to note that New Jersey does not require lenders to pay interest on mortgage escrow accounts. In light of this fact and the current high-interest environment, Wells Fargo 's practice of requiring an excessive two-month escrow cushion not only misleads the customer but also appears to be an abusive and unfair practice that places an unjust financial burden on me as a homeowner, while they will be earning interest in the extra escrow reserve without paying a XXXX to the customer. \n\nI kindly request that the Consumer Financial Protection Bureau investigate this matter thoroughly to ensure that Wells Fargo is in compliance with all relevant laws and regulations. I believe that their actions are not only misleading but may also constitute an unfair and deceptive business practice. I also request that you take the necessary steps to rectify this situation and ensure that I am not unfairly burdened with an excessive escrow requirement. \n\nEnclosed with this letter, you will find copies of all relevant documentation, including the Wells Fargo escrow analysis. I hope that your intervention will lead to a resolution that is both fair and in accordance with the law. \n\nThank you for your prompt attention to this matter, and I look forward to your response. \n\nSincerely,","date_sent_to_company":"2023-09-19T00:01:46.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33145","tags":null,"has_narrative":true,"complaint_id":"7566571","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-09-18T23:53:45.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I believe that their actions are not only misleading but may also constitute an unfair and <em>deceptive</em> business <em>practice</em>. I also request that you take the necessary steps to rectify this situation and ensure that I am not unfairly burdened with an excessive <em>escrow</em> requirement. \n\nEnclosed with this letter, you will find copies of all relevant documentation, including the Wells Fargo <em>escrow</em> analysis."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[16.381151,"7566571"]},{"_index":"complaint-public-v1","_id":"4221607","_score":15.951818,"_source":{"product":"Mortgage","complaint_what_happened":"Loan : XXXX PAYMENTS : We made 3 payments to HomePoint Financial in XXXX to get caught up on the forbearance payments, The balance should be {$2000.00} ( {$1000.00} balance due and the XXXX payment of {$1000.00} ) however three statements were sent in XXXX with a balance amount of {$4000.00}, {$3000.00}, {$2000.00}? HomePoint Financial needs to get it together. I want a statement reflective of the accurate balance of {$2000.00}. We are paying XXXX in XXXX and expect a zero balance statement. \n\n{$4000.00} balance XXXX {$1000.00} payment XXXX {$1000.00} payment XXXX {$1000.00} payment ESCROWS : The escrow balance was negative - {$1500.00} and mortgage payment is going up {$300.00} as a result in XXXX. A subsequent escrow statement sent XX/XX/XXXX reflect a XXXX with a mortage payment increase of {$430.00}. Both escrow statements are listing both insurance policies in the amount of {$1300.00} however when we called HomePoint on XX/XX/XXXX they stated a payment was made on XX/XX/XXXX to XXXX in the amount of {$780.00} for our property insurance which they have listed as Wind & Hail. On XX/XX/XXXX they paid XXXX XXXX XXXX {$1300.00} which they have listed as our property insurance but in fact its our Wind & Hail insurance. Last year, HomePoint Financial sent a check to XXXX XXXX XXXX XXXX XXXX, an unknown company that has no relation to XXXX or XXXX XXXX XXXX in the amount of {$1300.00}. They told us to call the XXXX  XXXX XXXX XXXX when they made the mistake to inquire on a refund. \n\nHomepoint said this was a clerical error made at origination. I need an explanation on where that payment is? Was a refund or stop payment placed on the payment that was made to the unknow company? Were those funds applied back to the loan? We refinanced this account a year ago and there should not be a negative amount or such a huge discrepancy. Additionally, knowing you paid {$780.00} and {$1300.00} why would you have them both listed at {$1300.00} for the XXXX escrow statement. If this is a result of your mistake then your company needs to own up to it. I have an email attached that was sent to HomePoint Financial requesting research be conducted on this insurance issue under RESPA and received no response. \n\nCFPB needs to look into HomePoint Financial practices of escrows, payment application, forbearance payments, modifications without notifications. We are also pending a response on the Deceptive and Abusive practices of increasing payments and interest rates without borrower notification. This company should be investigated.","date_sent_to_company":"2021-03-17T18:05:54.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"85254","tags":"Servicemember","has_narrative":true,"complaint_id":"4221607","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Home Point Financial Corporation","date_received":"2021-03-17T17:30:24.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["CFPB needs to look into HomePoint Financial <em>practices</em> of <em>escrows</em>, payment application, forbearance payments, modifications without notifications. We are also pending a response on the <em>Deceptive</em> and Abusive <em>practices</em> of increasing payments and interest rates without borrower notification. This company should be investigated."]},"sort":[15.951818,"4221607"]},{"_index":"complaint-public-v1","_id":"5888408","_score":15.771383,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX I entered into a purchase Transaction with a buyer who supplied a conditional approval with her offer for acceptance from her XXXX XXXX XXXX XXXX XXXX American Pacific Mortgage signed by XXXX XXXX XXXX XXXX # XXXX. On XX/XX/XXXX XXXX XXXX communicated that all was on track for closing and borrower released loan contingencies for a presumed loan closing of XX/XX/XXXX. on XX/XX/XXXX Escrow officer reached out to XXXX XXXX again at XXXX XXXX and was advised that a closing disclosure had been requested and documents arriving to escrow soon. After missing the closing date XXXX XXXX stated she was working to have the loan close on XX/XX/XXXX. On XX/XX/XXXX it was stated XXXX was out of the XXXX and XXXX XXXX XXXX XXXX took over the loan on XX/XX/XXXX. On XX/XX/XXXX, Branch Manager communicated that the loan had never been approved or submitted to underwriting violating potential Reg B. requirements and UDAAP in order to secure a home purchase transaction for an individual who had not received a loan approval. The seller was deceived into accepting an offer and made to believe lending had been procured by XXXX XXXX. for the purpose of financial gain by XXXX XXXX. Branch Manager XXXX XXXX communicated to seller that he was not sure how the borrower was looking for homes as there was not a loan approval issued. He then asked for more time to obtain financing on the borrowers behalf and to add additional borrowers to the loan. On XX/XX/XXXX after the borrower being served an escrow cancellation request XXXX XXXX once again asked for additional time close the loan adding additional borrowers. As a result of the lenders inability to procure a loan for the agreed upon borrower the sellers have experienced financial harm, and have not been able to cancel escrow as a result of the unethical, Unfair and deceptive loan practices from the institution, that could not have been reasonably avoided by the seller due to the misrepresentation from XXXX XXXX, in having had procured loan financing. To date, at the direction of XXXX XXXX the Borrower has failed to acknowledge any loan cancellation or correspondence from the seller in attempt to coerce a loan closure between additional parties that have not been agreed upon. I formally request that the CFPB evaluate XXXXXXXX XXXX Sales Practices, as well as their adherence into Reg B, Fair Lending and UDAAP compliance.","date_sent_to_company":"2022-08-18T00:25:57.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"85297","tags":null,"has_narrative":true,"complaint_id":"5888408","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN PACIFIC MORTGAGE","date_received":"2022-08-17T23:26:24.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["As a <em>result</em> of the lenders inability to procure a loan for the agreed upon borrower the sellers <em>have</em> experienced financial harm, and <em>have</em> not been able to cancel <em>escrow</em> as a <em>result</em> of the unethical, Unfair and <em>deceptive</em> loan <em>practices</em> from the institution, that could not <em>have</em> been reasonably avoided by the seller due to the misrepresentation from XXXX XXXX, in <em>having</em> had procured loan financing."]},"sort":[15.771383,"5888408"]},{"_index":"complaint-public-v1","_id":"21276794","_score":15.607205,"_source":{"product":"Mortgage","complaint_what_happened":"Date : XX/XX/XXXX Via Certified Mail, Email, and CFPB Portal PennyMac Loan Services , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Borrower : XXXX XXXX FORMAL DEMAND FOR ESCROW AUDIT RESPA VIOLATIONS AND NOTICE OF PENDING LITIGATION Dear XXXX, This correspondence serves as a formal demand for a complete escrow audit and constitutes notice of continuing violations of the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2601 et seq., and its implementing regulations, including 12 C.F.R. 1024.17. \n\nI. IMPROPER ESCROW MANAGEMENT AND FAILURE TO DISCLOSE Noticed Date : On XX/XX/XXXX, PennyMac issued correspondence stating that a supplemental, interim, corrected or new construction tax assessed bill was paid from my escrow account.\n\nHowever, PennyMac has failed to provide : A copy of the alleged tax bill The tax authority issuing the bill The tax year and basis for the assessment Any prior notice of such obligation A complete escrow analysis supporting the charge The subject property was constructed in XX/XX/XXXX. The assertion that a new construction or supplemental tax bill was issued in XXXX XXXX years laterraises serious concerns regarding the accuracy and legitimacy of this charge. \nYour failure to provide required disclosures and documentation constitutes a violation of RESPA, including 12 C.F.R. 1024.17 ( k ), which requires servicers to properly administer escrow accounts and provide accurate, timely disclosures.\n\nII. UNJUSTIFIED ESCROW SHORTAGE AND FINANCIAL HARM PennyMacs actions have resulted in : An unexpected escrow shortage of approximately $ XXXX Increased mortgage payment obligations Financial disruption and hardship This charge was imposed without sufficient explanation, documentation, or opportunity to verify its validity. \nSuch conduct constitutes improper escrow management and has caused actual damages to the borrower. \n\nXXXX. PATTERN OF SERVICING FAILURES This escrow issue does not stand alone. It is part of a broader pattern of servicing failures by XXXX, including : Inaccurate and misleading credit reporting ( 120180 days delinquency during forbearance ) Failure to conduct a reasonable investigation following disputes Failure to respond to a valid Notice of Error dated XX/XX/XXXX Delayed correction of derogatory reporting after financial harm occurred This pattern demonstrates systemic noncompliance with federal servicing obligations and raises concerns under federal consumer protection standards, including unfair, deceptive, or abusive acts or practices. \n\nIV. FORMAL DEMAND FOR ESCROW AUDIT AND DOCUMENTATION Pursuant to RESPA and Regulation X, PennyMac is hereby required to provide the following within fifteen ( 15 ) days : A complete escrow account history from loan origination to present A detailed escrow analysis reflecting all deposits, disbursements, shortages, and surpluses A copy of the alleged supplemental tax bill, including issuing authority and tax period Proof of payment of the tax bill, including date and amount Documentation explaining why this charge was not anticipated or included in prior escrow analyses All communications and internal records relating to this tax assessment and escrow adjustment V. NOTICE OF RESPA VIOLATIONS AND LEGAL LIABILITY PennyMacs failure to : Properly manage escrow Provide required disclosures Respond to borrower inquiries Investigate and resolve servicing errors constitutes violations of RESPA ( 12 U.S.C. 2605 ; 12 C.F.R. 1024.17 and 1024.35 ). \nThese violations expose XXXX to liability for : Actual damages Statutory damages ( pattern or practice of noncompliance ) Costs and attorneys fees VI. NOTICE OF PENDING LITIGATION Please be advised that if this matter is not fully and satisfactorily resolved within fifteen ( 15 ) days, I will proceed with filing a lawsuit asserting claims including, but not limited to : Violations of RESPA Violations of the Fair Credit Reporting Act ( FCRA ) Negligent servicing and misrepresentation Unfair and deceptive business practices This letter is sent in good faith as a final opportunity to resolve these issues prior to litigation.\n\nVII. OPPORTUNITY TO RESOLVE Notwithstanding the above, I remain open to resolving this matter without court intervention. Resolution must include : Correction of all escrow discrepancies Removal or reimbursement of improper charges Written confirmation of accurate account status Consideration of financial harm caused Failure to respond adequately will be interpreted as continued noncompliance and will be addressed accordingly. \n\nSincerely, XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX","date_sent_to_company":"2026-04-15T20:12:31.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"92543","tags":null,"has_narrative":true,"complaint_id":"21276794","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2026-04-15T20:08:48.000Z","state":"CA","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["UNJUSTIFIED <em>ESCROW</em> SHORTAGE AND FINANCIAL HARM PennyMacs actions <em>have</em> <em>resulted</em> in : An unexpected <em>escrow</em> shortage of approximately $ XXXX Increased mortgage payment obligations Financial disruption and hardship This charge was imposed without sufficient explanation, documentation, or opportunity to verify its validity. \nSuch conduct constitutes improper <em>escrow</em> management and has caused actual damages to the borrower. \n\nXXXX. PATTERN OF SERVICING FAILURES This <em>escrow</em> issue does not stand alone."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[15.607205,"21276794"]},{"_index":"complaint-public-v1","_id":"9775796","_score":15.506871,"_source":{"product":"Mortgage","complaint_what_happened":"Complaints Against : Mortgagee Midland Mortgage XXXX XXXX. XXXX XXXXXXXX XXXX XXXXXXXX, Ok XXXX & XXXX XXXX XXXX  XXXX XXXX XXXX XXXXXXXX XXXX XXXX IA XXXX Subject : Complaint Regarding Deceptive Practices and Escrow Issues To Whom It May Concern, We are writing to formally file a complaint against Midland Mortgage and XXXX XXXX for deceptive practices regarding the terms of our mortgage loan, which was transferred from XXXX XXXX after 25 years. \n\nWhen XXXX XXXX informed us that our loan would be sold to Midland Mortgage, they assured us that the terms and mortgage payments would remain the same due to us recently doing a modification on the loan due to the forbearance we had due to Covid-19. However, after the transfer, we received a letter from Midland Mortgage stating that our escrow account had an overage, resulting in an {$11000.00} shortage. This discrepancy is unprecedented in the history of our mortgage payments. \n\nUpon receiving this statement, we immediately contacted Midland Mortgage to inquire about the significant difference. We were informed that the data was based on information provided by XXXX XXXX. We requested that Midland Mortgage verify the details with XXXX XXXX but were assured that all necessary information had been received. Despite our insistence that not all funds had been transferred, Midland Mortgage refused to investigate further. \n\nWe were given an ultimatum to pay the {$11000.00} shortage upfront to maintain our current mortgage payment, or have it added to our loan, resulting in an increase in our monthly payments. This is concerning, as during our forbearance period due to COVID-19, XXXX XXXX modified our loan, placing frozen payments at the back of the loan and resulting in a new monthly payment of {$1700.00}. Midland Mortgage now claims our payment will be {$1800.00} for 60 months, which includes the {$11000.00} shortage that we do not owe. \n\nWe believe Midland Mortgage is fraudulently adding this amount to our loan without proper justification. They are unwilling to investigate or correct the potential error, repeatedly insisting on the validity of the shortage. XXXX XXXX keep also telling us that all funds are accounted for and received by Midland Mortgage. Midland Mortgage states XXXX XXXX is stating that there should not be an overage of that amount because of the modification we done, and that Midland Mortgage is not looking at all the information that was transferred to them. XXXX XXXX is still confirming that all documents and funds were sent to Midland Mortgage, yet Midland Mortgage continues to deny receiving any escrow funds. \n\nAdditionally, we submitted documentation proving my XXXX XXXX XXXX and XXXX  XXXX status as a military veteran, qualifying us for tax exemption. Midland Mortgage responded by stating they would keep these funds to address the escrow shortage, despite already increasing our monthly payments. This is unacceptable, and they have not provided any documentation for modifying our loan to reflect these changes. \n\nWe have found Midland Mortgages customer service to be unprofessional and dismissive. They have repeatedly instructed us to resolve the issue with XXXX XXXX, despite XXXX XXXX is stating that they provided proof that they transferred over all the supporting documentation along with all the documentation of the modification that at done last year. Their refusal to investigate and rectify this matter, combined with their disregard for our veteran status, demonstrates a lack of care and ethical conduct. \n\nNow XXXX XXXX is not responding to us and has their phones set up when our telephone numbers call and having to put in the loan number it sends us directly over to Midland Mortgage. We are not able to speak with XXXX XXXX about the escrow account prior to them selling the loan. \n\nWe request immediate action to resolve these issues of them adding additional money stating that we owe additional money for escrow. That they be look into based off the modification that was done with XXXX XXXX prior to the loan being transferred to them. Also to include a thorough investigation of the escrow fund transfer and adjustment of our mortgage payments to reflect accurate amounts based off modification. That any funds due to us be returned from the property taxes due to my day of exemption from my 100 % VA XXXX. XXXX Mortgage changed our mortgage payments and then after the fact tell us that they will keep the funds from the property taxes that we are due back to go to the escrow","date_sent_to_company":"2024-08-12T16:17:44.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"76179","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"9775796","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"MIDFIRST BANK","date_received":"2024-08-12T14:58:50.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XXXX XXXXXXXX XXXX XXXXXXXX, Ok XXXX & XXXX XXXX XXXX  XXXX XXXX XXXX XXXXXXXX XXXX XXXX IA XXXX Subject : Complaint Regarding <em>Deceptive</em> <em>Practices</em> and <em>Escrow</em> Issues To Whom It May Concern, We are writing to formally file a complaint against Midland Mortgage and XXXX XXXX for <em>deceptive</em> <em>practices</em> regarding the terms of our mortgage loan, which was transferred from XXXX XXXX after 25 years."]},"sort":[15.506871,"9775796"]},{"_index":"complaint-public-v1","_id":"16217781","_score":15.461452,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint to report M & T Banks repeated violations of the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605, in connection with the mismanagement of my escrow account. \n\nDespite multiple Qualified Written Requests ( QWRs ), M & T has failed to provide a substantive response and continues to conceal material information regarding my escrow account. Their most recent response contained raw numbers without documentation or explanation, and ignored the core issues raised. \n\nSpecific Failures by M & T Bank Escrow Transparency They have not disclosed the names, addresses, and amounts of payees for tax and insurance disbursements. Without this, I can not verify that funds were properly applied.\n\nEscrow Analysis No corrected escrow analysis was provided. Instead, they presented unexplained increases in monthly obligations with no methodology or reconciliation. \n\nEscrow Advances & Adjustments No documentation was produced regarding escrow advances, forced charges, or adjustments that have been assessed against me. \n\nSuspense/ Misapplied Payments They failed to disclose whether funds were placed into suspense accounts or misapplied. \n\nBy withholding this information, M & T has engaged in a pattern of bad-faith servicing conduct and has directly caused financial harm. \n\nHarm and Damages As a result of M & Ts escrow mismanagement and stonewalling : I was forced to take out loans to cover unexpected escrow shortfalls. \n\nI had to withdraw money from my retirement, jeopardizing my long-term financial security. \n\nI have endured ongoing emotional distress and hardship, knowing my home remains at risk because the servicer refuses to provide transparency. \n\nThe stress and uncertainty caused by their misconduct has directly impacted my familys financial stability and well-being. \n\nRemedy Requested I request that the CFPB require M & T Bank to : Produce a complete escrow accounting since the inception of servicing, including all deposits, disbursements, and payee information.\n\nProvide a corrected escrow analysis that reconciles the unexplained increases and inflated balances. \n\nDocument all escrow advances, forced-placed charges, and adjustments applied to my account. \n\nDisclose and correct any misapplication of payments or suspense account activity. \n\nProvide financial restitution for the hardship I suffered, including loans I was forced to take, retirement withdrawals, and emotional distress caused by their misconduct. \n\nM & T Banks behavior demonstrates a willful disregard for RESPA obligations and constitutes unfair and deceptive servicing practices. They are attempting to mask serious escrow mismanagement behind superficial numbers while ignoring lawful requests for transparency. \n\nI respectfully request immediate investigation, enforcement, and consumer relief.","date_sent_to_company":"2025-09-27T22:27:55.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"28027","tags":null,"has_narrative":true,"complaint_id":"16217781","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"M&T BANK CORPORATION","date_received":"2025-09-27T22:19:38.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["M & T Banks behavior demonstrates a willful disregard for RESPA obligations and constitutes unfair and <em>deceptive</em> servicing <em>practices</em>. They are attempting to mask serious <em>escrow</em> mismanagement behind superficial numbers while ignoring lawful requests for transparency. \n\nI respectfully request immediate investigation, enforcement, and consumer relief."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[15.461452,"16217781"]},{"_index":"complaint-public-v1","_id":"5068940","_score":15.321432,"_source":{"product":"Mortgage","complaint_what_happened":"Unfair and deceptive practices from my mortgage service provider - Freedom Mortgage I was a customer of XXXX XXXX since XXXX. My loan was sold to Freedom Mortgage sometime in XXXX. In XXXX of XXXX I refinanced my loan with Freedom Mortgage. \n\nOn XXXX XXXX I received an updated escrow analysis ( attached ) that claims that I have an anticipated shortage of {$5300.00}. Having refinanced with this same company because I wanted to lower my monthly payment this was a surprise to me. I certainly could understand a slight increase in my taxes and would have understood a shortage of a few hundred dollars. But as I reviewed the escrow analysis I noticed that the projected City tax was the same amount ( {$5000.00} ) as the prior year. A shortage of $ XXXX had me perplexed. My first call to Freedom to challenge the escrow analysis was on XX/XX/XXXX. I requested additional information as to how my escrow payment could almost DOUBLE every month. Between XX/XX/XXXX and XX/XX/XXXX I have spent 25 hours on the phone with freedom mortgage customer service colleagues. My first few calls got me nowhere. I was transferred to dead ends after waiting on the line for multiple hours. Agents continued to say that my escrow shortage was accurate. Understanding that there is no logical way that my tax/insurance disbursements would result in a $ XXXX shortage I kept calling. Finally I threatened to report this matter to XXXX XXXX XXXX XXXX if not resolved. I received a call immediately on XX/XX/XXXX. I was told that my shortage would be researched and a request to change my city tax disbursements from Annually to XXXX would be submitted. \n\nThe root cause of the problem is plain and simple. I would not have a shortage if they had continued to pay my taxes quarterly. On XXXX XXXX I was notified that my request to have my taxes paid quarterly was denied. I was told that a third party provider of Freedom Mortgage called XXXX XXXX who is responsible for my tax/insurance disbursements will not change my disbursement from annual to quarterly because of the {$40.00} a year in savings I would receive if my taxes were paid annually. I was told that this is in the customers best interest. In what world is me paying an additional {$440.00} A MONTH to save {$40.00} a year in an annual premium, in my best interest? This is a deceptive practice used by a shady mortgage servicing company to try and get my money into their possession. \n\nTo explain my case I have provided my own escrow analysis. A few points to understand. My City taxes were paid in the amount of {$5000.00} in XX/XX/XXXX by Freedom. Therefore I am paid through XX/XX/XXXX. \n\nEscrow balance as of XX/XX/XXXX ( including my XXXX payment ) {$1400.00} Monthly payment ( prior to XX/XX/XXXX escrow analysis ) Principal & Interest {$1400.00} Escrow Payment {$520.00} Total Payment {$1900.00} As stated in the XX/XX/XXXX escrow analysis. Below are my disbursements Fire Tax {$170.00} per quarter ( XXXX, XXXX, XXXX, XXXX ) Homeowners Insurance {$1300.00} annual premium paid in full. Next due XX/XX/XXXX City Tax {$5000.00} ( paid in full XX/XX/XXXX ) The attached XXXX doc is designed to explain how if Freedom Mortgage were to pay my taxes quarterly, There would be one instance over the next 12 months where I would not have the sufficient funds to cover the minimum escrow balance required per Freedom Mortgage ( {$1100.00} ). This one instance would be in the month of XX/XX/XXXX after quarterly City tax and annual homeowners insurance was paid out. My escrow balance, after XXXX disbursements would be {$1100.00} and I would be {$51.00} below the required minimum account balance. \n\nNote- My analysis assumes I make my minimum payment ( {$1900.00} ) timely. With {$520.00} applied to escrow each month.","date_sent_to_company":"2022-01-04T20:20:40.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"02864","tags":null,"has_narrative":true,"complaint_id":"5068940","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2022-01-04T19:27:08.000Z","state":"RI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is a <em>deceptive</em> <em>practice</em> used by a shady mortgage servicing company to try and get my money into their possession. \n\nTo explain my case I <em>have</em> provided my own <em>escrow</em> analysis. A few points to understand. My City taxes were paid in the amount of {$5000.00} in XX/XX/XXXX by Freedom. Therefore I am paid through XX/XX/XXXX."]},"sort":[15.321432,"5068940"]},{"_index":"complaint-public-v1","_id":"14282172","_score":15.27559,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/XXXX, I filed a formal complaint with both PennyMac and the CFPB ( complaint ID XXXX which made reference to several issues, one being an almost {$900.00} increase in my monthly payment to cover an escrow shortage ( due to a cancelled homeowners insurance policy, repeated misinformation and lack of accurate communication. Part of this issue stemmed from fact that my insurance agent ( XXXX XXXX XXXX XXXX ) failed to notify me of the cancellation- which was due to an incomplete application and underwriting error, but I was also repeatedly given incorrect and contradictory information regarding my insurance coverage by PennyMac. I contacted PennyMac several times by phone, including on XX/XX/XXXX, at which time I uploaded documents to the required insurance verification system. PennyMac acknowledged receipt and accepted those documents via email on XX/XX/XXXX and confirmed there validity ( incorrectly ) on or about XX/XX/XXXX. \n\nShortly after that I contacted PennyMac escrow department at which time an and updated escrow analysis was run and my mortgage payment was adjusted to the original amount ( give or take a few cents ). That issue was marked resolved in the above referenced complaint. \n\nNow, almost a year later, I am facing the exact same issue. Not only did PennyMac reverse that resolution stating that the insurance was invalid all along, they billed me ( again ) for lender-placed insurance retroactively for XXXX, ( in the amount of the escrow reversal/ XX/XX/XXXX ) and then they billed me for XXXX in XX/XX/XXXX. ( The XXXX insurance for XXXX has since been refunded due to my securing a policy. ) This issue has caused a significant escrow shortage, ( in the amount of {$4500.00} ) resulting in inflated payments to cover the escrow shortage and confusion regarding whats owed despite the fact that the original matter had been reviewed, adjusted, and closed in my favor. \n\nAdditionally, the insurance agent failed to notify me about the cancellation but continued contacting me about other policies ( like auto insurance ), showing they had full ability to reach me. \n\nThis is a clear case of double-charging, poor record keeping, failure to communicate effectively, and abusive escrow practices. It is very clear that PennyMac has zero regard for the decision issued last year and that they intend to do what they see fit, regardless of any rules or regulations. \n\nI have no issues with the charges incurred from the XXXX insurance ( from XX/XX/XXXX - XX/XX/XXXX ), however, the retroactive back payments charged less thank 60 days after the decision of the CFPB seems very much like retaliation to my prior complaint. PennyMac accepted documents, confirmed and assured me that they were valid, and adjusted escrow based on that. To reverse course later seems intentionally malicious and is the definition of. misrepresentation. \n\nThese deceptive servicing practices are a violation of : RESPA servicing rules ( Reg X ), CFPB guidelines on force-placed insurance, and possibly my loan servicing agreement, and they beg the question of how many times PennyMac will be allowed to manipulate my escrow account to cover their mistakes. \n\nFinally, these repeated predatory practices have adversely affected my credit and have put a severe strain on me financially and I still have not recovered. I am unable to refinance due to the negative balance in my escrow account and I would like this made right.","date_sent_to_company":"2025-06-26T01:24:08.000Z","issue":"Trouble during payment process","sub_product":"USDA mortgage","zip_code":"35160","tags":null,"has_narrative":true,"complaint_id":"14282172","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2025-06-25T23:56:22.000Z","state":"AL","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["These <em>deceptive</em> servicing <em>practices</em> are a violation of : RESPA servicing rules ( Reg X ), CFPB guidelines on force-placed insurance, and possibly my loan servicing agreement, and they beg the question of how many times PennyMac will be allowed to manipulate my <em>escrow</em> account to cover their mistakes. \n\nFinally, these repeated predatory <em>practices</em> <em>have</em> adversely affected my credit and <em>have</em> put a severe strain on me financially and I still <em>have</em> not recovered."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[15.27559,"14282172"]},{"_index":"complaint-public-v1","_id":"17353738","_score":15.231596,"_source":{"product":"Mortgage","complaint_what_happened":"I initially contacted the company on XX/XX/XXXX to make them aware of the adjusted property tax bill. I was told when going through the loan process I would be able to contact XXXX Mortgage once I became a legal resident, resulting in a lower tax rate in order to get my monthly payments lowered and a refund from my escrow. On XX/XX/XXXX I was told to email the tax bill so it could be processed. When I called on XX/XX/XXXX to check the status I was told there would be no change to the monthly payment, with no explanation as to why. When I questioned the reasoning of the decision I was told a member from the escrow department would contact me within XXXX hours. On XX/XX/XXXX I received a call back from the same agent, not an escrow XXXX. I was left a voicemail requesting I give them a call back. Upon returning the call, I was again told there would be no change to the monthly payments because my property tax is at a 6 % rate instead of a 4 %. I explained again my property tax is being assessed at a 4 % rate which should be evident from the tax bill that I sent in as requested on XX/XX/XXXX. Upon what appeared to be a further look into the account the agent communicated that the analysis was in the process and that it should be completed by XX/XX/XXXX or XX/XX/XXXX. I was also told to call back on one of these days to ensure it was processed. When I called back on XXXX, I was told by a different agent that my request to have the escrow adjusted was denied because the recorded deed is showing the property as a second home. I was instructed to contact the county about having that updated. When I contacted the county on the that same day, I was told that kind of information was not shown on a deed. It became clear at that point that XXXX Mortgage is utilizing deceptive practices. There is no need to continue to collect a larger monthly payment as that difference should go into the escrow to pay for property taxes. The current escrow balance is {$7400.00}. The XXXX tax bill that is currently due is XXXX.","date_sent_to_company":"2025-11-20T03:05:35.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"290XX","tags":null,"has_narrative":true,"complaint_id":"17353738","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Guild Holdings Company","date_received":"2025-11-20T02:04:42.000Z","state":"SC","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["When I called back on XXXX, I was told by a different agent that my request to <em>have</em> the <em>escrow</em> adjusted was denied because the recorded deed is showing the property as a second home. I was instructed to contact the county about <em>having</em> that updated. When I contacted the county on the that same day, I was told that kind of information was not shown on a deed. It became clear at that point that XXXX Mortgage is utilizing <em>deceptive</em> <em>practices</em>."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[15.231596,"17353738"]},{"_index":"complaint-public-v1","_id":"11159458","_score":15.091755,"_source":{"product":"Debt collection","complaint_what_happened":"NOT A DUPLICATE COMPLAINT. \n\nOn XX/XX/XXXX Mr Cooper sent a letter to my attorney stating that, \" Please note that during the investigation and resolution of your inquiry, written correspondence, such as billing statements and mandatory pre-foreclosure notices, may continue. '' This confirmed that my property was in pre-foreclosure status which would be appropriate under the circumstances and with ongoing investigations of deceptive business practices and other illegal activities that Mr cooper, XXXX XXXX XXXXXXXX and other entities connected to them engaged in. Yet, in spite of XXXX XXXX XXXXXXXX responding to another federal complaint stating that in XXXX they relinquished any and all interest in the loan, Mr Cooper may have transferred title to XXXX XXXX  XXXX and or other entities. Other communications from Mr Cooper and/or their attorneys stated that a foreclosure auction occurred on XX/XX/XXXX. They then provided other information that contradicted that. Due to other deceptive business practices and Mr Cooper contradicting itself in years of communications, a tactic they continue to use to conceal their fraud, my property sits with an expensive temporary power pole and storage unit that I have been responsible for since XXXX when the work on the property had to stop because they began altering and falsifying information regarding work done at the home after it was destroyed in a fire. These fraudulent business practices were used to withhold my insurance proceeds that has been sitting in an escrow account to repair the home for over 10 years. \n\nThe renter/ caretaker of the property has been receiving harassing phone calls from people claiming they own the property but not providing names. Security cameras revealed various people banging on the gates and trying to enter the property. This is a result of Mr Cooper 's actions along with XXXX XXXX XXXX, their realtor and an online auction company that stated the bank requested they list the property ( in spite of ongoing unresolved matters and Mr Cooper sending us a letter acknowledging that it was in a pre-foreclosure status on XX/XX/XXXX ). \n\n\nAs a result of years of delays due to Mr Cooper and XXXX XXXX XXXXXXXX XXXX deceptive business practices, the company owning the temporary power pole began a lawsuit against me for over {$20000.00} for payment for the temporary power pole and storage unit that I could not continue to pay on while my home sits uninhabitable from a fire that occurred in XXXX.","date_sent_to_company":"2024-12-14T12:24:21.000Z","issue":"Written notification about debt","sub_product":"I do not know","zip_code":"982XX","tags":null,"has_narrative":true,"complaint_id":"11159458","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2024-12-14T11:01:49.000Z","state":"WA","company_public_response":null,"sub_issue":"Didn't receive notice of right to dispute"},"highlight":{"complaint_what_happened":["As a <em>result</em> of years of delays due to Mr Cooper and XXXX XXXX XXXXXXXX XXXX <em>deceptive</em> business <em>practices</em>, the company owning the temporary power pole began a lawsuit against me for over {$20000.00} for payment for the temporary power pole and storage unit that I could not continue to pay on while my home sits uninhabitable from a fire that occurred in XXXX."]},"sort":[15.091755,"11159458"]},{"_index":"complaint-public-v1","_id":"12435876","_score":14.995871,"_source":{"product":"Mortgage","complaint_what_happened":"Summary of Complaint We are filing this complaint against Fulton Bank for mismanagement of our mortgage refinance, failure to properly close our previous loan, unjustified late fees, escrow mismanagement, possible erroneous credit bureau reporting, deceptive loan practices, and potential discrimination resulting in a different customer service experience due to our status as an LGBTQ+ couple. \n\nWe refinanced our mortgage with Fulton Bank, signing closing documents on XX/XX/XXXX. Since then, we have repeatedly requested documentation verifying that our refinancing was misrepresented and provided with multiple miscalculations, that the previous loan was closed properly, and that no negative marks were reported to credit bureaus due to improper timely closure of the loan and mismanagement of escrow funds. Fulton Bank has refused to provide any response for over XXXX calendar days. Despite an escalated customer service complaint within Fulton Bank filed on XX/XX/XXXX, there have still been no answers to our questions. Our most recent attempt at follow-up with Fulton Bank representative XXXX on XX/XX/XXXX, and there has, again, been no response to our most recent e-mail. \n\nXXXX XXXX XXXX. Failure to Properly Close the Previous Loan & Unexplained Late Fees -We signed the refinance closing documents with Fulton Bank XXXX XX/XX/XXXX. \n-Despite assurances that the prior mortgage would be paid off immediately, the loan was not properly closed, resulting in late fees and Fulton Bank requesting additional funds to close the previous loan. \n-The resolution offered was to deduct funds from the new escrow account associated with the new loan. When we did not agree to this resolution, the loan was eventually closed on XX/XX/XXXX, without any further explanation or communication from Fulton Bank despite repeated requests for this information. \n-We have received no written explanation or breakdown of where the funds were applied.- We fear that these unjustified late payments were reported to credit bureaus, but Fulton Bank has not confirmed nor provided documentation to show the loan was closed without error. \n\n2. Escrow Account Errors & Lack of Transparency -On XX/XX/XXXX, we were pressured to sign inaccurate closing documents, with the mortgage officer freely admitting that these documents were inaccurate but would be corrected the following day. \n-Payments from escrow have remained unexplained and undocumented. We were told that a {$140.00} payment from escrow to XXXX XXXX XXXX had been made, but XXXX XXXX has no record of receiving this payment. \n-There were escrow funds disbursed labeled as insurance payments without official documentation confirming this to be the case. \n-Home insurance payments were deducted from the previous escrow account that were to be associated with the refinanced loan, leading to an escrow shortageor at least that was the explanation offered -- eventually. \n-A refund check issued from homeowners insurance was received on XX/XX/XXXX, for only {$630.00}, despite previous confirmation that the refund should have been {$1200.00}. \n\n3. Deceptive Loan Practices & Possible Kickbacks -Throughout the refinancing process, the mortgage officer repeatedly changed figures, leading to misrepresentation of the terms of the loan. \n-Communications about these changes were made via text, raising concerns about the legitimacy and transparency of the process. \n-We were pressured into switching homeowners insurance companies, with the suggestion that it would benefit us financially. However, the new insurance provider received double paymentsone from the old escrow account and another from our out-of-pocket payment. \n-The loan documents contain multiple inaccurate selections and miscalculations, further indicating a pattern of deception and improper loan structuring. \n\n4. Failure to Respond to Multiple Written Requests for Documentation We have sent multiple formal written requests for : -Full transaction history of the previous mortgage and escrow account. \n-Full transaction history of the refinanced mortgage and new escrow account. \n-Confirmation that no erroneous late payments were reported to credit bureaus. \n\nFulton Bank has ignored these requests for over 120 days, violating RESPA regulations. \n\n-Despite a filed customer service complaint on XX/XX/XXXX followed by an additional escalated customer service complaint within Fulton Bank XXXX on XX/XX/XXXX, there have still been no answers to our questions, and no documentation provided. \nOur most recent attempt at follow-up with Fulton Bank representative was an e-mail sent on XX/XX/XXXX. There has been no response received. \n\n5. Possible Credit Reporting Errors & Violations of the Fair Credit Reporting Act ( FCRA ) -Because the previous mortgage was not closed properly, late fees were applied, as well as an erroneous 'missed mortgage payment, ' we were told by Fulton Bank that this could potentially hurt our credit if we did not provide additional funds promptly toclose the loan. \n-We have not received confirmation from Fulton Bank that these errors were not reported to credit bureaus ( XXXX XXXX XXXX XXXX XXXX XXXX. \n-If they have been reported, Fulton Bank has failed to issue corrections as required by FCRA ( 15 U.S.C. 1681s-2 ).\n\n6. Possible Discrimination and Different Customer Service Experience Due to LGBTQ+ Status -We have reason to believe that our experience with Fulton Bank may have been influenced by discrimination based on our status as an LGBTQ+ couple. \n-Other customers have reported more timely resolutions and clearer communication, while we have faced prolonged delays, lack of responses, and dismissive treatment. \n-We have not received adequate explanations for why our concerns have been ignored, while other customers in similar situations have received prompt assistance. \n-The lack of transparency, repeated mismanagement, and dismissive attitude from Fulton Bank raise concerns about whether our treatment was due to bias or unfair practices.","date_sent_to_company":"2025-03-13T02:33:31.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"17110","tags":null,"has_narrative":true,"complaint_id":"12435876","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FULTON FINANCIAL CORPORATION","date_received":"2025-03-13T02:23:16.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue with the loan closing"},"highlight":{"complaint_what_happened":["Summary of Complaint We are filing this complaint against Fulton Bank for mismanagement of our mortgage refinance, failure to properly close our previous loan, unjustified late fees, <em>escrow</em> mismanagement, possible erroneous credit bureau reporting, <em>deceptive</em> loan <em>practices</em>, and potential discrimination <em>resulting</em> in a different customer service experience due to our status as an LGBTQ+ couple. \n\nWe refinanced our mortgage with Fulton Bank, signing closing documents on XX/XX/XXXX."]},"sort":[14.995871,"12435876"]},{"_index":"complaint-public-v1","_id":"8821734","_score":14.718967,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing a formal complaint against Mr. Cooper due to the consistent gross misconduct of my escrow account. My Veterans VA loan was sold to Mr. Cooper with first payment XX/XX/XXXX. For the past two years, Mr. Cooper repeatedly made errors and has NOT acted in my best interest with their known deceptive escrow practices and miscalculations analysis practices. I have lost complete trust with this Lender due to lack of accountability, miscalculations, repeated escrow errors paying my taxes and insurance premiums. Plus, the Cyber Security Data Breach and failure to protect my sensitive personal information ( XX/XX/XXXX was a victim of credit card identity theft ). Lender fails to align annual escrow practices to confirm to State of Colorado property tax due dates. Analysis XXXX 's end date is XXXX  months prior to XXXX XXXX due date. \n\nAs a homeowner, I am concerned Mr. Cooper is knowingly interfering with State and Federal property tax due date guidelines. This exposes homeowners to unnecessary financial risks and crisis. I honestly believe Mr. Cooper is in violation of State of Colorado tax laws, RESPA and the HPA are federal consumer financial laws Sections 1031 and 1036 of the CFPA. The shortfalls, though, are causing financial strain for Colorado Residents. who have already had their budgets stretched from inflation in the past few years.\n\nDue Dates : The State of Colorado property tax annual due dates are XX/XX/XXXX and XX/XX/XXXX. \nHomeowners insurance premium : XX/XX/XXXX Annual Escrow Analysis Statement History : XX/XX/XXXX statement indicated an escrow shortage. \nIn XXXX, received four statements due to multiple calculation errors. \n\nXXXX. Unreasonable advantage, as defined in the CFPA, concerns the reasonable reliance by the consumer on a covered person to act in the interests of the consumer. This basis for finding abusiveness recognizes that sometimes people are in a position in which they have a reasonable expectation that an entity will act in their interest to make decisions for them, or to advise them on how to make a decision. Where people reasonably expect that a covered entity will make decisions or provide advice in the persons interest, there is potential for betrayal or exploitation of the persons trust. Therefore, Congress prohibited taking unreasonable advantage of reasonable consumer reliance.\n\n2. Under Sections 1031 and 1036 of the CFPA, it is unlawful for any covered person to commit or engage in any unfair, deceptive, or abusive acts or practices. 12 U.S.C. 5531 ( a ), 5536 ( a ) ( 1 ) ( B ).\n\n3. RESPA and the HPA are federal consumer financial laws. 12 U.S.C. 5481 ( 12 ), ( 14 ). Under Section 1036 of the CFPA, it is unlawful for any covered person to offer or provide to a consumer any financial product or service not in conformity with federal consumer financial law, or otherwise commit any act or omission in violation of a federal consumer financial law. \n\nConcerns 1. Unreasonable advantage to determine the appropriate target balances ; determine whether shortages, surpluses or deficiencies exist.\n\nMy projected Annual Escrow Analysis Statement balance not accurately reflecting homeowners actual escrow balance. XXXX, Mr. Coopers 3rd party vendor analysis statement only calculates payments through XXXX. The new projected payment is due XX/XX/XXXX. This calculation method is not realistic and does not include XXXX & XXXX escrow payments. This method is unfair to many homeowners actual account balance prior to XX/XX/XXXX tax due date set forth by the State of Colorado. Homeowners are already struggling to maintain higher payments due to skyrocketing property taxes and insurance premiums. Adding additional incorrect escrow shortage amounts to the monthly mortgage payment will have a rippling effect of foreclosures and/or seeking alternative payment assistance. XXXX XXXX has a huge military presence. \n\nI recognize my mortgage payments can fluctuate yearly due to increases in property tax and insurance premiums. Understand the escrow formula calculation process and minimum XXXX-month premium. Have a history of additional escrow payments throughout the year to avoid an escrow shortage.\n\nOn XXXX, I spoke with an Escrow Customer Service Rep to confirm my personal XXXX  calculations were correct. prior to receiving my XXXX Annual Escrow Analysis Statement. I closely monitor my cushion fund to avoid shortfall and overages with property tax and increases.\n\nMy current escrow account balance {$1900.00} Annual premium totals ( insurance premium {$2700.00} + property taxes {$3400.00} ) = {$6100.00} {$6100.00} divided by XXXX months = {$510.00} On XXXX my escrow account balance will have {$3000.00}. \n\nAfter paying my remaining XX/XX/XXXX tax bill of {$1700.00} tax bill my remaining balance will be {$1200.00} {$510.00} payments x 2 month = {$1000.00} *** I technically do not have an escrow shortage On XX/XX/XXXX verified with XXXX at XXXX XXXX XXXX XXXX XXXX that Mr. Cooper sends 1 large electronic payment for all XXXX XXXX XXXX residents within 5-7 days of due date. \n\n\nOn XX/XX/XXXX I spoke with XXXX in Mr. Coopers Escrow Department. Specifically questioned why the analysis cut off dates are 2 months before XX/XX/XXXX due date. She informed me that Mr. Cooper uses XXXX, an outside 3rd party company for insurance/analysis . XXXX reports a XXXX payment due date. \n\nXXXX reviewed the XXXX XXXX XXXX Accessors Website and confirmed XX/XX/XXXX tax statement. I informed XXXX Mr. Coopers uses electronic payment method and requested a new analysis with correct totals. \n\nReceived notification a week later XXXX 3rd party company found no errors found with analysis statement. ( my online Mr. Cooper account does not list any additional analysis statements ). I believe XXXX lacks incentive to correct their mistakes. Expressed frustration with XXXX repeated errors on my escrow account. Questioned why Mr. Coopers leadership team does not take accountability for their third-party vendors mistakes. \n\nConcern In XXXX and XXXX Duplicate insurance premiums paid ( My Broker provided insurance changes notification ) Lacks accountability or QA for processing payments to incorrect insurance company. \nThe lender, as a result of neglect, failed to pay my insurance premium prior to XX/XX/XXXX due date and I did have sufficient escrow funds. Premium paid on XX/XX/XXXX. \n\nContacted Federal Trade Commission State of Colorado Attorney General 's Office Department of Veterans Affairs XXXX","date_sent_to_company":"2024-04-22T01:22:37.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"809XX","tags":"Servicemember","has_narrative":true,"complaint_id":"8821734","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2024-04-22T00:18:21.000Z","state":"CO","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Cooper due to the consistent gross misconduct of my <em>escrow</em> account. My Veterans VA loan was sold to Mr. Cooper with first payment XX/XX/XXXX. For the past two years, Mr. Cooper repeatedly made errors and has NOT acted in my best interest with their known <em>deceptive</em> <em>escrow</em> <em>practices</em> and miscalculations analysis <em>practices</em>. I <em>have</em> lost complete trust with this Lender due to lack of accountability, miscalculations, repeated <em>escrow</em> errors paying my taxes and insurance premiums."],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[14.718967,"8821734"]},{"_index":"complaint-public-v1","_id":"11985969","_score":14.7074795,"_source":{"product":"Mortgage","complaint_what_happened":"Originated mortgage in XX/XX/XXXX with XXXX XXXX. They sold to Fifth Third Bank, my XXXX insurance provider was notified but Fifth Third Bank never talked with XXXX to send them insurance payments from my escrow. \n\nAs a result in XX/XX/XXXX I had to make payments out of pocket to XXXX to cover the insurance. When I called Fifth Third Bank, they said they couldnt do anything until XXXX communicated with them. I called XXXX and they also didnt know how to solve this problem. Now I am taking an emailed bill from XXXX, and submitting that to Fifth Third Bank in case it will help, which I doubt. \n\nIf I hadnt been checking on whether Fifth Third Bank had paid my insurance from the escrow I have been paying for XXXX months ; I would have taken a credit score hit and accrued unpaid bill interest because of their incompetence. \n\nI believe Fifth Third is deliberately defrauding me with unfair, deceptive, and abusive servicing practices. They have billed me for Escrow until the false pretenses that those funds were being used to pay my home insurance as is typical. I suspect this gross negligence and system failure to service my mortgage might also extend to their correct calculations for principle, interest, and tax payments. This is a significant breach of fiduciary duty from Fifth Third Bank that has created inaccurate and delayed insurance billing. This egregious error has jeopardized my homeowners insurance coverage. \n\nI expect the CFPB to investigate this willful disregard for mortgage servicer obligations and make immediate regulatory intervention if deemed necessary. Because I have not been able to resolve this over several phone calls, I am forced to ask the regulators for resolution of this issue.","date_sent_to_company":"2025-02-07T23:43:07.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"80209","tags":null,"has_narrative":true,"complaint_id":"11985969","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2025-02-07T23:15:57.000Z","state":"CO","company_public_response":null,"sub_issue":"Loan sold or transferred to another company"},"highlight":{"complaint_what_happened":["If I hadnt been checking on whether Fifth Third Bank had paid my insurance from the <em>escrow</em> I <em>have</em> been paying for XXXX months ; I would <em>have</em> taken a credit score hit and accrued unpaid bill interest because of their incompetence. \n\nI believe Fifth Third is deliberately defrauding me with unfair, <em>deceptive</em>, and abusive servicing <em>practices</em>. They <em>have</em> billed me for <em>Escrow</em> until the false pretenses that those funds were being used to pay my home insurance as is typical."]},"sort":[14.7074795,"11985969"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":201,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":201}]}},"product":{"doc_count":201,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":156,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":77},{"key":"FHA mortgage","doc_count":33},{"key":"VA mortgage","doc_count":26},{"key":"Other type of mortgage","doc_count":6},{"key":"Home equity loan or line of credit (HELOC)","doc_count":5},{"key":"Conventional fixed mortgage","doc_count":3},{"key":"Other mortgage","doc_count":2},{"key":"USDA mortgage","doc_count":2},{"key":"Conventional 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