{"took":149,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":39,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"9330928","_score":34.925312,"_source":{"product":"Mortgage","complaint_what_happened":"Ive called several times requesting the website be updated to allow payments to processed regular without including a late fee. Its deceptive practices to force customers to pay late fees in order to make a payment via any available payment methods on their mortgage. The loan promissory note states all fees must be paid in full at the end of the loan in order for the loan to be satisfied as paid in full. When asked to speak with a supervisor no one is NEVER available callbacks are promised but NEVER returned Im still pending four call backs from three months ago and the most recent being two days ago.","date_sent_to_company":"2024-06-26T01:31:17.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"23434","tags":null,"has_narrative":true,"complaint_id":"9330928","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Data Mortgage Inc.","date_received":"2024-06-26T01:02:27.000Z","state":"VA","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["Ive called several times requesting the website be updated to allow payments to processed regular without including a <em>late</em> <em>fee</em>. Its <em>deceptive</em> <em>practices</em> to <em>force</em> <em>customers</em> to pay <em>late</em> <em>fees</em> in <em>order</em> to <em>make</em> a payment via any available payment methods on their mortgage. The loan promissory note states all <em>fees</em> must be paid in full at the end of the loan in <em>order</em> for the loan to be satisfied as paid in full."],"sub_issue":["<em>Fees</em> charged"]},"sort":[34.925312,"9330928"]},{"_index":"complaint-public-v1","_id":"3419507","_score":27.221838,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I made a payment via money order to Synchrony Bank for {$110.00} for my XXXX 's account. I emailed the company that I would be making this payment by mail XX/XX/2019 which was before my due date on the XXXX of month. I have paid this account for approximately 22 months and this is the first time paying via money order and the first problem with Synchrony. I double checked my online account to make sure this payment was received by XX/XX/2019 ( my due date is the XXXX of the month ). The payment was not posted. I had no choice but to make a second payment to XXXX online on XX/XX/2019 because I wanted to keep my account in good standing. I emailed the company ( 2nd written communication ) to inquire where my first payment via money order went because the payment did not post by 9/11/19. Also, I informed the company I made a second payment and that I would like to apply these payments to XX/XX/XXXX and XX/XX/XXXX. On the company website, a customer is allowed to post up to 12 months of payments with a date for each payment and I had already let them know my dilemma with these payments. Several days after XX/XX/19, I noticed my online account stated the money order posted to my online account on XX/XX/19 and the online payment on XX/XX/19. This is strange because the money order posting was not done by XX/XX/19 which forced me to make sure my account was current by making a second payment. This is a deceptive practice. Why did they not update my account if they received the payment on XX/XX/19? Either someone was withholding the fact they had the money order and knew this would force a good paying customer to pay anything to keep the account current or they wanted me to ignore that the payment had not cleared and make up a date to post after XX/XX/19 which would force me to be late on my account. I was never late. I paid XX/XX/2019 on time and I sent an extra payment. I asked the company in writing on XX/XX/19 to apply those payments as I asked since no one would get back to me regarding my payments. I emailed the company again on XX/XX/19 ( 3rd time ) regarding this payment issue and I received a response about a week later on XX/XX/19 that my payment of {$110.00} was received and money would be applied to my account and they gave me a balance reducing my account by {$220.00} ( for the 2 payments I had made ). I thought everything was cleared up, but on 10/19/2019 at XXXX, I received an email stating I owed {$250.00} on XX/XX/2019. I called company on XX/XX/2019 and asked why I am being asked to pay double again plus incurred a late fee. The initial agent said that he could not help me so I asked for a supervisor. I was transferred to \" XXXX '' who told me should would expedite my account but she was not a supervisor. She reassured me that she would take off the late fee of {$28.00}, apply the payments for XX/XX/XXXX and XX/XX/XXXX. The other issue would be to fix how they dinged my credit from {$6000.00} to {$1900.00}. I now have {$300.00} to spend which will not buy anything at a XXXX 's store. I planned to buy something, but I will not now, not after this fiasco. All I was trying to do was keep my account current and stay on my budget. I can not afford to make double payments all the time. I feel someone manipulated my account and now that I am reading up on the various reviews about Synchrony that this type of tactic is common in their bad business practices. I have been a good paying customers with several accounts. I am upset. By XX/XX/XXXX, my online account showed my balance the same {$1500.00}, the late fee waived, the credit limit at {$1900.00} not {$6000.00} and that I am late and owe {$220.00}. So, I emailed the company again. I also went onto the site where it indicates to contact them at a special email that goes to the Office of the President. They want you to email them directly first before complaining to the XXXX, FTC or CFPB. I have been communicating with them constantly throughout this issue and no one from Synchrony will help me. I received a call on Friday XX/XX/19 from XXXX. She read about my dilemma and said there was nothing she could do except to mail back {$110.00} ( one payment ) to me and then I could afford to pay them {$220.00} that I owe for XX/XX/2019. Why would any company do that when they have the money already to apply to my account? That check they would send to me would put me on notice in writing by the company and force me to be late when I never was. I refused XXXX in that regard. I work in the legal field and understand why they are trying to force me to accept a check back from them, but that is not correct business practices. The company should apply the second payment to XX/XX/2019 and reinstate my credit since I was never late. If they put documentation within their website that you are allowed to make payments in advance, then why are they accepting these 2 payments for XX/XX/XXXX and XX/XX/2019 when it was their fault for never posting the original payment on XX/XX/19 as they did after 9/11/19 ( my due date )? I feel duped. These are deceptive practices. I specifically asked them to apply the payments to XX/XX/XXXX and XX/XX/XXXXwhich they did not and to not charge me a late fee and they did. I asked XXXX to find me a supervisor who will correct this. I have filed a report with the XXXX. My next step after emailing CFPB will be to go to the Attorney General 's office in Texas where I live, Ohio ( company HQ ) and Florida ( where the company accepts its payments ). I think Synchrony needs to be investigated for their business practices and withholding payments which were received and not properly posted and forcing its customers to make extra payments and not applying the payments properly in that regard. Something is not right here especially after reading multiple reviews where other consumers have faced the exact same issues and the company continues this bad business practice. This is not good customer service when customers are entrusting Synchrony with their hard money that they expect to properly post to their accounts. I expect my payments to be appropriately applied to XX/XX/XXXX and XX/XX/2019 and for any late fees and/ or indications of late fees and payments to be removed from my credit account and also for my credit to be restored. My credit was dinged due to this and I have been paying this account for almost 2 years and even paid off another account for XXXX 's at the same time as this account was activated. I am not a deadbeat and I do not appreciate Synchrony not working with me to remedy this situation. I need help in order to keep my account current so that I can continue to pay them {$110.00} and possibly make another purchase. After this mess, I have loss faith in the company. It is not fair to me as a good paying customer to deal with this and feel helpless when I did nothing wrong. I sent those payments in good faith and the company failed to make this right. I just want this to be remedied as soon as possible and as I have asked repeatedly to no avail. Thank you.","date_sent_to_company":"2019-10-27T07:11:55.000Z","issue":"Problem when making payments","sub_product":"Store credit card","zip_code":"78748","tags":null,"has_narrative":true,"complaint_id":"3419507","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2019-10-27T06:00:01.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["This is a <em>deceptive</em> <em>practice</em>. Why did they not update my account if they received the payment on XX/XX/19? Either someone was withholding the fact they had the money <em>order</em> and knew this would <em>force</em> a good paying <em>customer</em> to pay anything to keep the account current or they wanted me to ignore that the payment had not cleared and <em>make</em> up a date to post after XX/XX/19 which would <em>force</em> me to be <em>late</em> on my account. I was never <em>late</em>. I paid XX/XX/2019 on time and I sent an extra payment."]},"sort":[27.221838,"3419507"]},{"_index":"complaint-public-v1","_id":"15510457","_score":24.21336,"_source":{"product":"Prepaid card","complaint_what_happened":"I am filing this complaint against Comdata/Fintwist , the payment processor used for XXXX  XXXX XXXX XXXX Their system for accessing funds is intentionally designed to create friction and generate unnecessary fees. \n\nFirst, the process of setting up direct deposit to a bank account is needlessly complicated. Customers are told to download the mobile app, only to later be told they must switch to a computer and use a separate web portal. Representatives give contradictory instructions : XXXX told me I had to use the app, another later admitted I could have enrolled directly through my phones browser. After completing full verification, including card number of and date of birth, cardholders are subjected to a mandatory XXXX hold before they can move their own funds. I was told specifically that it is 10 days, not sooner, not later, which shows this is not a fraud-prevention delay but an arbitrary policy barrier. Even once direct deposit is set up, funds must first load onto the Comdata card before being transferred out, forcing cardholders to use the card and incur fees. \n\nThe automated phone system is also obstructive. It requires full entry of the card number and birthdate before connecting to a representative, and if the information is not entered, the system disconnects the call. The system forces callers to wait through long, unnecessary recordings, and if information is entered too quickly, it rejects the entry and restarts the entire process. Once connected, representatives ask for the same information again, showing that this is not about security but about creating friction. \n\nCustomer service agents themselves make the problem worse. They frequently interrupt, refuse to allow callers to finish questions, and provide inconsistent information. When I asked for the legal or compliance departments contact in order to submit a formal complaint, I was told they were not allowed to provide it. That refusal is unacceptable and appears to be an intentional attempt to prevent escalation. I did send formal complaints by email to Comdatas legal and compliance departments on [ insert dates ], but I received no acknowledgment or response. Their failure to respond to documented complaints demonstrates bad faith and left me with no choice but to escalate to regulators. \n\nMost concerning, I have documented proof that Comdata is taking hidden fees from my transactions. On XX/XX/year>, I made a purchase totaling {$15.00}, as shown on my store receipt. Comdatas own text alert also confirms the authorized amount was {$15.00}. However, my available balance decreased by {$15.00}, meaning Comdata deducted an additional {$0.00} from my account that was not part of the transaction and does not appear on the merchant receipt. This fee was not disclosed in my cardholder paperwork. Merchants are prohibited by law and card network rules from imposing surcharges on debit transactions, and prepaid card issuers must clearly disclose all fees. This hidden fee is evidence of an unfair and deceptive practice.\n\nIn summary, Comdata/Fintwist is engaging in a systemic pattern of unfair and deceptive practices : Forcing cardholders through unnecessary steps and holds to discourage direct deposit.\n\nDesigning an obstructive automated phone system that prevents access to customer service.\n\nProviding inconsistent, misleading information through poorly trained representatives.\n\nRefusing to provide proper channels for formal complaints.\n\nDeducting hidden, undisclosed fees from consumer transactions.\n\nThese practices disproportionately harm financially vulnerable consumers, including plasma donors who rely on these funds for basic living expenses. I request that the CFPB investigate Comdata/Fintwist, require them to disclose all fees transparently, and ensure consumers are allowed timely, fair access to their own funds without being trapped in a system designed to generate unnecessary charges.\n\nI encourage you to try and reach out to them by phone. You will see the level of difficulty it is to not only get a hold of a person, but to get them to answer a general question without them speaking over you or constantly interrupting you.","date_sent_to_company":"2025-09-04T13:24:22.000Z","issue":"Unexpected or other fees","sub_product":"Payroll card","zip_code":"92115","tags":null,"has_narrative":true,"complaint_id":"15510457","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"REGIONS FINANCIAL CORPORATION","date_received":"2025-08-25T18:21:34.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["This <em>fee</em> was not disclosed in my cardholder paperwork. Merchants are prohibited by law and card network rules from imposing surcharges on debit transactions, and prepaid card issuers must clearly disclose all <em>fees</em>. This hidden <em>fee</em> is evidence of an unfair and <em>deceptive</em> <em>practice</em>.\n\nIn summary, Comdata/Fintwist is engaging in a systemic pattern of unfair and <em>deceptive</em> <em>practices</em> : <em>Forcing</em> cardholders through unnecessary steps and holds to discourage direct deposit."],"issue":["Unexpected or other <em>fees</em>"]},"sort":[24.21336,"15510457"]},{"_index":"complaint-public-v1","_id":"2734527","_score":14.257677,"_source":{"product":"Mortgage","complaint_what_happened":"Seterus is very confused about their own lies since this is their expertise. Seterus claim that they advised me a banker for over 29 years including the procedure for this mortgage and this incompetent XXXX lie to you about the Mortgage Note. Ocwen stated in 12 in official letters that I do not have any financial obligation and Seterus try to hide this due to incompetence. They stated that several times we disagree with my assertions regarding the Note and Mortgage but I am one of the Pioneer that create the procedure so there is no need for this lair to confused the situation. I am a XXXX he is a lair so his credibility is XXXX. Seterus defraud my family and soon we will meet in Criminal Court for defrauding my property and they will pay minim {$260000.00}. This lair is depleting Seterus account with his big ego and flash totally unnecessary big sending with his useless and very expensive letters but I expect soon to be fired too. Once fired I will continue to go after him and his family since he try to cover up the fraud against my property. Soon more legal cases against Seterus will start since people dislike lairs like XXXX. Please see their recent lost legal case XXXX vr. Seterus when they pay each family for their fraudulent activity. Soon they will have more such legal cases because this Seterus is so incompetent. It is time to close permanently their doors.. CFPB must force a XXXX dollars penalty on the criminal activity of this pirate Mortgage defrauding company. We need to know if Seterus approve this lair to pay very expensive mail with each letters sent via XXXX using money from stolen private property as may be the case with my property. I do not have any mortgage and my name is not on any mortgage note, Lying XXXX is using XXXX in order to show how incompetent they are when they flash spending shareholder money by sending very expensive XXXX. As for my property this lair XXXX claim that is now Real Estate Owned ( REO ), the former loan owner, XXXX XXXX, is responsible for the property until such time that it is purchased by a third party. No Real Estate in Pennsylvania will ever get involved once they learn that this Pirate Mortgage Seterus was involved in this fraud. This lair stated that any personal items that may have been left in the home should be removed as it is no longer my property. Hi is totally confused this lair since I will never enter inside until his family put back all that was stolen for which I presented a Police Report a Security of Community report and local Sheriff so this lair try in vain to confuse the situation. This confused lair stated that the property was foreclosed on XX/XX/XXXX. The lair never mention that this was a fraudulent situation done in a top secret close door action that will be reverse not to mention that soon my legal cases against this Pirate Company will start. The lair XXXX stated that there is no further action to take. If there is no further action to be taken way are we in Court today?????? The lair XXXX stated that I continue to repeatedly raise allegations pertaining to the Note and Mortgage that previously secured this property, yet you have failed to present any credible evidence to substantiate these claims. Look on the Mortgage note never signed by me ad stop lying XXXX stop lying. This lair stated that We again, decline to compensate you. The Court will force you XXXX the Court count on it. The rest is only a fact hat this lair claim he work very hard to copy and text the same trash each time so is time to severely penalize this Pirate Mortgage Company that soon we expect to be out of business, Please see the case below to understand that this company is a fraud and this lair try to confuse your company. Consumer Class Action Lawsuit against Seterus Call Us At XXXX Whats The Case About? Our firm, XXXX XXXX XXXX, is litigating a class action on behalf of property owners who entered into a mortgage loan transaction that was then transferred or sold to, or for which the servicing rights were acquired by, Seterus, Inc. ( Seterus ) and were charged late fees related to payment. The lawsuit, entitled XXXX v. Seterus, Inc. ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX, is currently pending in XXXX XXXX County Superior Court, Case No. XXXX. The lawsuit alleges Seterus engaged in the following unlawful conduct : improperly holding mortgage payments and then charging late fees and failing to timely process mortgage payments and then charging late fees. Seterus , Inc . Suspense Account and Threats May Violate the XXXX XXXX XXXX, XXXX is currently investigating complaints of unlawful acts committed by Seterus , Inc. in connection with the collection of mortgage payments. Seterus is a mortgage company servicing XXXX XXXX mortgages that is owned by XXXX. Some of the mortgages that are acquired by Seterus can be very old and have unique terms and conditions in their deed of trust that need to be followed by the mortgage servicer. We do not believe that Seterus or many other mortgage servicers ever review your mortgage loans or deeds of trusts prior to attempting to collect mortgage payments. Because these mortgage servicers do not review your important documents, they can easily run afoul of state or federal debt collection laws. For example, Seterus utilizes a suspense account in collecting on debt. If someone does not make what they allege to be a full and complete mortgage payment, Seterus applies your funds in a suspense account instead of applying the mortgage payments to the loan. Seterus use of a suspense account may be in direct contravention of your deed of trust. If a mortgage service has placed your hard-earned money in a suspense account, contact our firm today to discuss your rights. Another practice Seterus utilizes is aggressive threats to accelerate its customers mortgage loans. If Seterus accelerates a mortgage loan, it means the borrower is required to pay off the loan immediately. A typical default and acceleration letter of Seterus states : If full payment of the default amount is not received by us in the form of a certified check, cashiers check, or money order, on or before the Expiration Date, we will accelerate the maturity date of your loan and upon such acceleration the ENTIRE indebtedness of the loan, including principal, accrued interest, and all other sums due therein, shall, at once and without further notice, become immediately due and payable. Seterus use of acceleration and foreclosure threats may violate the Fair Debt Collection Practices Act and North Carolina Collection Agency Act. The FDCPA states that a debt collector may not use any false, deceptive, or misleading representation or means in the collection of a consumers debt. Seterus, sends these collection letters to scare its customers into making mortgage payments. Mortgage servicers want to avoid accelerating and foreclosing on a persons house not from any sense of good will, but because it would cost them a lot of time and money. Ultimately, Seterus threatens to accelerate and foreclose because it is aware of how terrified its customers are of this result. If you are having issues with other companies besides Seterus, take our free two minute survey to see if we are investigating some of your other issues on behalf of consumers like yourself. In my situation thet clearly encourage criminals to defraud inside my property before the Sheriff gave temporary the deed of the property. Was my property is my property and permanent for the next 200 years will be my family 's property and this lair XXXX there is nothing he can do to stop this expect pay the {$260000.00} or face criminal charges and {$5.00} mill legal case against this lair XXXX and his mother. Around {$260000.00} stolen, damage vandalize private property not part of any mortgage Their legal lair adviser XXXX try to cover up but this time will never work. Once I get my property that will be very","date_sent_to_company":"2017-11-20T20:58:50.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"11375","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2734527","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Seterus, Inc.","date_received":"2017-11-20T20:50:27.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Seterus use of acceleration and foreclosure threats may violate the Fair Debt Collection <em>Practices</em> Act and North Carolina Collection Agency Act. The FDCPA states that a debt collector may not use any false, <em>deceptive</em>, or misleading representation or means in the collection of a consumers debt. Seterus, sends these collection letters to scare its <em>customers</em> into making mortgage payments."]},"sort":[14.257677,"2734527"]},{"_index":"complaint-public-v1","_id":"2920725","_score":13.04379,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX and its subsidiaries never ever respond to clients. They intentionally failing borrowers at every stage of the mortgage servicing process. The modification was designed to help people and Ocwen tried to defraud people by increasing the monthly payments by 1700 % This is a criminal organization that must be closed. Ocwens years of widespread errors, shortcuts, and runarounds cost some borrowers money and others their homes. Ocwen allegedly botched basic functions like sending accurate monthly statements, properly crediting payments, and handling taxes and insurance. Allegedly, Ocwen also illegally foreclosed on a top-secret close door against XX/XX/XXXX foreclosure act and after it they find the proper moment to go in the house illegal and criminal and loot the entire property in case you complain too much. on struggling borrowers, ignored customer complaints, and sold off the servicing rights to loans without fully disclosing the mistakes it made in borrowers records. The NY. PA, Florida Attorney General took a similar action against Ocwen today in a separate lawsuit. Many state financial regulators are also independently issuing cease-and-desist and license revocation orders against Ocwen for escrow management and licensing issues today. \n\n\" Ocwen has repeatedly made mistakes and taken shortcuts at every stage of the mortgage servicing process, costing some consumers money and others their homes, '' said CFPB Director XXXX XXXX. \" Borrowers have no say over who services their mortgage, so the Bureau will remain vigilant to ensure they get fair treatment. '' Ocwen, headquartered in XXXX XXXX XXXX, Fla., is one of the nations largest nonbank mortgage servicers. As of XXXX XXXX, XXXX, Ocwen serviced almost XXXX XXXX loans with an aggregate unpaid principal balance of {$200.00} XXXX. It services loans for borrowers in all 50 states and the District of Columbia. A mortgage servicer collects payments from the mortgage borrower and forwards those payments to the owner of the loan. It handles customer service, collections, loan modifications, and foreclosures. Ocwen specializes in servicing subprime or delinquent loans. \n\n////////////////////////////////////////////////////////////////////////////////////////////////////////////// CFPB, State Authorities Order Ocwen to Provide {$2.00} XXXX in Relief to Homeowners for Servicing Wrongs XX/XX/XXXX Share this Share on XXXX Share on Twitter Share on XXXX Share on email Largest Nonbank Servicer Will Also Refund {$120.00} XXXX to Foreclosure Victims and Adhere to Significant New Homeowner Protections WASHINGTON, XXXX Today, the Consumer Financial Protection Bureau ( CFPB ), authorities in 49 states, and the District of Columbia filed a proposed court order requiring the countrys largest nonbank mortgage loan servicer, XXXX XXXX XXXX, and its subsidiary, Ocwen Loan Servicing, to provide {$2.00} XXXX in principal reduction to underwater borrowers. The consent order addresses Ocwens systemic misconduct at every stage of the mortgage servicing process. Ocwen must also refund {$120.00} XXXX to the nearly 185,000 borrowers who have already been foreclosed upon and it must adhere to significant new homeowner protections. \nDeceptions and shortcuts in mortgage servicing will not be tolerated, said CFPB Director XXXX XXXX. Ocwen took advantage of borrowers at every stage of the process. Todays action sends a clear message that we will be vigilant about making sure that consumers are treated with the respect, dignity, and fairness they deserve. \nThe proposed Ocwen Consent Order is available at : http : //files.consumerfinance.govXXXX Ocwen, a publicly traded Florida corporation headquartered in XXXX, Ga., is the largest nonbank mortgage servicer and the fourth-largest servicer overall in the United States. As a mortgage servicer, it is responsible for collecting payments from the mortgage borrower and forwarding those payments to the owner of the loan. It handles customer service, collections, loan modifications, and foreclosures. \nOcwen specializes in servicing subprime or delinquent loans and places a major emphasis on resolving delinquency through loss mitigation or foreclosure. In recent years, it has acquired competitors including XXXX XXXX XXXX XXXX ( formerly American Home Mortgage Servicing Inc. ) and XXXX XXXX XXXX XXXX. It has also acquired the mortgage servicing rights from the portfolios of some of the countrys largest banks. \nThe CFPB is charged with enforcing the Dodd-Frank Wall Street Reform and Consumer Protection Act which protects consumers from unfair, deceptive, or abusive acts or practices by mortgage servicers whether they are a bank or nonbank. State financial regulators, state attorneys general, and the CFPB uncovered substantial evidence that Ocwen violated state laws and the Dodd-Frank Act. \nIn early XXXX, examinations by the XXXX XXXX XXXX, which is comprised of state financial regulators, identified potential violations at Ocwen. In addition, the Federal Trade Commission referred its investigation of Ocwen to the CFPB after the Bureau opened in XX/XX/XXXX. The Bureau then teamed with state attorneys general and state regulators to investigate and resolve the issues identified. Todays settlement is a multi-jurisdictional collaborative effort. \nBorrowers Pushed into Foreclosure by Servicing Errors The CFPB and its partner states believe that Ocwen was engaged in significant and systemic misconduct that occurred at every stage of the mortgage servicing process. According to the complaint filed in the federal district court in the District of Columbia, Ocwens violations of consumer financial protections put thousands of people across the country at risk of losing their homes. Specifically, the complaint says that Ocwen : Took advantage of homeowners with servicing shortcuts and unauthorized fees : Customers relied on Ocwen to, among other things, treat them fairly, give them accurate information, and appropriately charge for services. According to the complaint, Ocwen violated the law in a number of ways, including : o Failing to timely and accurately apply payments made by borrowers and failing to maintain accurate account statements ; o Charging borrowers unauthorized fees for default-related services ; o Imposing force-placed insurance on consumers when Ocwen knew or should have known that they already had adequate home-insurance coverage ; and o Providing false or misleading information in response to consumer complaints. \nDeceived consumers about foreclosure alternatives and improperly denied loan modifications : Struggling homeowners generally turn to mortgage servicers, the link to the owners of the loans, as their only means of developing a plan for payment. Ocwen failed to effectively assist, and in fact impeded, struggling homeowners trying to save their homes. This included : o Failing to provide accurate information about loan modifications and other loss mitigation services ; o Failing to properly process borrowers applications and calculate their eligibility for loan modifications ; o Providing false or misleading reasons for denying loan modifications ; o Failing to honor previously agreed upon trial modifications with prior servicers ; and o Deceptively seeking to collect payments under the mortgages original unmodified terms after the consumer had already begun a loan modification with the prior servicer. \nEngaged in illegal foreclosure practices : One of the most important jobs of a mortgage servicer is managing the foreclosure process. But Ocwen mishandled foreclosures and provided consumers with false information. Specifically, Ocwen is accused of : o Providing false or misleading information to consumers about the status of foreclosure proceedings where the borrower was in good faith actively pursuing a loss mitigation alternative also offered by Ocwen ; and o Robo-signing foreclosure documents, including preparing, executing, notarizing, and filing affidavits in foreclosure proceedings with courts and government agencies without verifying the information.\n\nRemedies : Consumer Protections Todays proposed court order will bar Ocwen from committing such violations in the future. It requires Ocwen to provide {$120.00} XXXX in refunds to foreclosed-upon consumers and {$2.00} XXXX in loan modification relief to its customers through principal reduction. The refunds and relief also apply to consumers whose loans were previously serviced by XXXX XXXX XXXX and XXXX XXXX XXXX. According to the proposed order, Ocwen must : Provide {$2.00} XXXX in relief to underwater borrowers : Over a three-year period, Ocwen must complete sustainable loan modifications that result in principal reductions totaling {$2.00} XXXX. For loan modification options, eligible borrowers may be contacted directly by Ocwen. Or borrowers may contact Ocwen to obtain more information about specific loan modification programs and to find out whether they may be impacted by this settlement. Ocwen can be reached at XXXX or XXXX. If Ocwen fails to meet this commitment, it must pay a cash penalty in the amount of any shortfall to the CFPB and the states. \nProvide {$120.00} XXXX in refunds to foreclosure victims : Ocwen must refund {$120.00} XXXX to consumers whose loans were being serviced by Ocwen, XXXX XXXX XXXX, or Litton Loan Servicing, and who lost their homes to foreclosure between XX/XX/XXXX and XX/XX/XXXX. All eligible consumers who submit valid claims will receive an equal share of the {$120.00}  XXXX. Borrowers who receive payments will not have to release any claims and will be free to seek additional relief in the courts. Ocwen will also pay {$2.00} XXXX to administer the refund process. Eligible consumers can expect to hear from the settlement administrator about potential payments. \nStop robo-signing official documents : Ocwen must ensure that facts asserted in its documents about borrowers loans used in foreclosure and bankruptcy proceedings are accurate and supported by reliable evidence. Affidavits and sworn statements must be based on personal knowledge. \nAdhere to significant new homeowner protections : Ocwen must change the way it services mortgages to ensure that borrowers are protected from the illegal behavior that puts them in danger of losing their homes. To ensure this, the CFPB and the states are proposing that Ocwen follow the servicing standards set up by the XXXX XXXX XXXX XXXX with the five largest banks. Because of Ocwens track record of problems handling the large volume of  mortgage servicing rights it has quickly acquired in recent years, Ocwen is also being ordered to adhere to additional consumer protections, including how it manages transferred lans. Among other things, Ocwen must : o Properly process pending requests : For loans that are transferred to Ocwen, the company must determine the status of in-process loss mitigation requests pending within 60 days of transfer. Until then, Ocwen can not start, refer to, or proceed with foreclosure. \no Honor previous loan modification agreements : If the borrower has a loan modification agreement, Ocwen must honor it under the terms of the company that transferred the loan. \no Ensure continuity of contact for consumers : Ocwen will have to ensure that consumers get regular and dependable assistance when they call for help. This includes requiring more than just a single point of contact assigned to each borrower, but also that other Ocwen employees with access to the borrowers information be available if the borrower wants to speak to someone immediately. \no Restrict servicing fees : All servicing fees must be reasonable, bona fide, and disclosed in detail to borrowers. For example, Ocwen can not collect any late fees if a loan modification application is under review or if the borrower is making timely trial modification payments. \no Notify consumers of loss mitigation options and restrict dual tracking : Ocwen generally can not refer a borrowers account to foreclosure while the borrowers application for a loan modification is still pending. If the loan-modification request is denied, the borrower can appeal that decision and Ocwen can not proceed to foreclosure until that appeal has been resolved. \nIn XX/XX/XXXX, the CFPB released new rules on mortgage servicing that will apply to every mortgage servicer. The standards that Ocwen must adhere to according to this court order are in addition to the protections offered to consumers under the new rules that take effect on XX/XX/XXXX. More information about the CFPBs new mortgage rules can be found at :  consumerfinance.gov/mortgage. \nA factsheet about the proposed order filed today can be found at : http : //files.consumerfinance.govXXXX Common consumer questions and answers about the order can be found at : http : //files.consumerfinance.govXXXX A copy of the Ocwen complaint that the CFPB and state attorneys general filed today can be found at : http : //files.consumerfinance.govXXXX The complaint is not a finding or ruling that the defendants have actually violated the law. The proposed federal court order will have the full force of law only when signed by the presiding judge. \n# # # The Consumer Financial Protection Bureau is a 21st century agency that helps consumer finance markets work by making rules more effective, by consistently and fairly enforcing those rules, and by empowering consumers to take more control over their economic lives. For more information, visit consumerfinance.gov. \nUpdated on XX/XX/XXXX : The XXXX XXXX XXXX XXXX will mail claim forms to borrowers who lost their home to foreclosure between XX/XX/XXXX and XX/XX/XXXX and whose loans were serviced by Ocwen, XXXX XXXX XXXX XXXX, and XXXX XXXX   XXXX XXXX ( also known as XXXX XXXX XXXX XXXX XXXX XXXX, or AHMSI ). Borrowers may submit claim forms online using their personalized claimant ID number, which is located on the claim form they receive. More information can be found at : XXXX Updated on XX/XX/XXXX : The Ocwen consent judgment entered by the court can be found at : http : //files.consumerfinance.govXX/XX/XXXX ////////////////////////////////////////////////////////////////////////////////////////////////////// CFPB Sues Ocwen for Failing Borrowers Throughout Mortgage Servicing Process Mortgage Servicers Widespread Errors, Shortcuts, and Runarounds Cost Borrowers Money, Homes XX/XX/XXXX Share this Share on XXXX Share on XXXX Share on XXXX Share on email WASHINGTON, D.C. The Consumer Financial Protection Bureau ( CFPB ) today sued one of the countrys largest nonbank mortgage loan servicers, XXXX XXXX XXXX, and its subsidiaries for failing borrowers at every stage of the mortgage servicing process. The Bureau alleges that Ocwens years of widespread errors, shortcuts, and runarounds cost some borrowers money and others their homes. Ocwen allegedly botched basic functions like sending accurate monthly statements, properly crediting payments, and handling taxes and insurance. Allegedly, Ocwen also illegally foreclosed on struggling borrowers, ignored customer complaints, and sold off the servicing rights to loans without fully disclosing the mistakes it made in borrowers records. The Florida Attorney General took a similar action against Ocwen today in a separate lawsuit. Many state financial regulators are also independently issuing cease-and-desist and license revocation orders against Ocwen for escrow management and licensing issues today. \n\" Ocwen has repeatedly made mistakes and taken shortcuts at every stage of the mortgage servicing process, costing some consumers money and others their homes, '' said CFPB Director XXXX XXXX. \" Borrowers have no say over who services their mortgage, so the Bureau  will remain vigilant to ensure they get fair treatment. '' Ocwen, headquartered in XXXX XXXX XXXX, Fla., is one of the nations largest nonbank mortgage servicers. As of XXXX XXXX, XXXX, Ocwen serviced almost XXXX XXXX loans with an aggregate unpaid principal balance of {$200.00} XXXX. It services loans for borrowers in all 50 states and the District of Columbia. A mortgage servicer collects payments from the mortgage borrower and forwards those payments to the owner of the loan. It handles customer service, collections, loan modifications, and foreclosures. Ocwen specializes in servicing subprime or delinquent loans. \nThe CFPB uncovered substantial evidence that Ocwen has engaged in significant and systemic misconduct at nearly every stage of the mortgage servicing process. The CFPB is charged with enforcing the Dodd-Frank Wall Street Reform and Consumer Protection Act, which protects consumers from unfair, deceptive, or abusive acts or practices, and other federal consumer financial laws. In addition, the Bureau adopted common-sense rules for the mortgage servicing market that first took effect in XX/XX/XXXX. The CFPBs mortgage servicing rules require that servicers promptly credit payments and correct errors on request. The rules also include strong protections for struggling homeowners, including those facing foreclosure. In its lawsuit, the CFPB alleges that Ocwen : Serviced loans using error-riddled information : Ocwen uses a proprietary system called REALServicing to process and apply borrower payments, communicate payment information to borrowers, and maintain loan balance information. Ocwen allegedly loaded inaccurate and incomplete information into its REALServicing system. And even when data was accurate, REALServicing generated errors because of system failures and deficient programming. To manage this risk, Ocwen tried manual workarounds, but they often failed to correct inaccuracies and produced still more errors. Ocwen then used this faulty information to service borrowers loans. In XX/XX/XXXX, Ocwens head of servicing described its system as ridiculous and a train wreck. \nIllegally foreclosed on homeowners : Ocwen has long touted its ability to service and modify loans for troubled borrowers. But allegedly, Ocwen has failed to deliver required foreclosure protections. As a result, the Bureau alleges that Ocwen has wrongfully initiated foreclosure proceedings on at least 1,000 people, and has wrongfully held foreclosure sales. Among other illegal practices, Ocwen has initiated the foreclosure process before completing a review of borrowers loss mitigation applications. In other instances, Ocwen has asked borrowers to submit additional information within 30 days, but foreclosed on the borrowers before the deadline. Ocwen has also foreclosed on borrowers who were fulfilling their obligations under a loss mitigation agreement. \nFailed to credit borrowers payments : Ocwen has allegedly failed to appropriately credit payments made by numerous borrowers. Ocwen has also failed to send borrowers accurate periodic statements detailing the amount due, how payments were applied, total payments received, and other information. Ocwen has also failed to correct billing and payment errors. \nBotched escrow accounts : Ocwen manages escrow accounts for over 75 percent of the loans it services. Ocwen has allegedly botched basic tasks in managing these borrower accounts. Because of system breakdowns and an over-reliance on manually entering information, Ocwen has allegedly failed to conduct escrow analyses and sent some borrowers escrow statements late or not at all. Ocwen also allegedly failed to properly account for and apply payments by borrowers to address escrow shortages, such as changes in the account when property taxes go up. One result of this failure has been that some borrowers have paid inaccurate amounts. \nMishandled hazard insurance : If a servicer administers an escrow account for a borrower, a servicer must make timely insurance and/or tax payments on behalf of the borrower. Ocwen, however, has allegedly failed to make timely insurance payments to pay for borrowers home insurance premiums. Ocwens failures led to the lapse of homeowners insurance coverage for more than 10,000 borrowers. Some borrowers were pushed into force-placed insurance. \nBungled borrowers private mortgage insurance : Ocwen allegedly failed to cancel borrowers private mortgage insurance, or PMI, in a timely way, causing consumers to overpay. Generally, borrowers must purchase PMI when they obtain a mortgage with a down payment of less than 20 percent, or when they refinance their mortgage with less than 20 percent equity in their property. Servicers must end a borrowers requirement to pay PMI when the principal balance of the mortgage reaches 78 percent of the propertys original value. Since XX/XX/XXXX, Ocwen has failed to end borrowers PMI on time after learning information in its REALServicing system was unreliable or missing altogether. Ocwen ultimately overcharged borrowers about {$1.00} XXXX for PMI premiums, and refunded this money only after the fact. \nDeceptively signed up and charged borrowers for add-on products : When servicing borrowers mortgage loans, Ocwen allegedly enrolled some consumers in add-on products through deceptive solicitations and without their consent. Ocwen then billed and collected payments from these consumers. \nFailed to assist heirs seeking foreclosure alternatives : Ocwen allegedly mishandled accounts for successors-in-interest, or heirs, to a deceased borrower. These consumers included widows, children, and other relatives. As a result, Ocwen failed to properly recognize individuals as heirs, and thereby denied assistance to help avoid foreclosure. In some instances, Ocwen foreclosed on individuals who may have been eligible to save these homes through a loan modification or other loss mitigation option. \nFailed to adequately investigate and respond to borrower complaints : If an error is made in the servicing of a mortgage loan, a servicer must generally either correct the error identified by the borrower, called a notice of error, or investigate the alleged error. Since XX/XX/XXXX, Ocwen has allegedly routinely failed to properly acknowledge and investigate complaints, or make necessary corrections. Ocwen changed its policy in XX/XX/XXXX to address the difficulty its call center had in recognizing and escalating complaints, but these changes fell short. Under its new policy, borrowers still have to complain at least five times in nine days before Ocwen automatically escalates their complaint to be resolved. Since XX/XX/XXXX, Ocwen has received more than 580,000 notices of error and complaints from more than 300,000 different borrowers. \nFailed to provide complete and accurate loan information to new servicers : Ocwen has allegedly failed to include complete and accurate borrower information when it sold its rights to service thousands of loans to new mortgage servicers. This has hampered the new servicers efforts to comply with laws and investor guidelines. \nThe Bureau also alleges that Ocwen has failed to remediate borrowers for the harm it has caused, including the problems it has created for struggling borrowers who were in default on their loans or who had filed for bankruptcy. For these groups of borrowers, Ocwens servicing errors have been particularly costly. \nThrough its complaint, filed in federal district court for the XXXX District of Florida, the CFPB seeks a court order requiring Ocwen to follow mortgage servicing law, provide relief for consumers, and pay penalties. The complaint is not a finding or ruling that the defendants have actually violated the law. \nThe lawsuit is available at : http : //files.consumerfinance.govXXXX # # # The Consumer Financial Protection Bureau is a 21st century agency that helps consumer finance markets work by making rules more effective, by consistently and fairly enforcing those rules, and by empowering consumers to take more control over their economic lives. For more information, visit consumerfinance.gov. \n/////////////////////////////////////////////////////////////////////////////////////////////////////// CFPB Sues Ocwen for Failing Borrowers Throughout Mortgage Servicing Process Mortgage Servicers Widespread Errors, Shortcuts, and Runarounds Cost Borrowers Money, Homes XX/XX/XXXX Share this Share on XXXX Share on XXXX Share on XXXX Share on email WASHINGTON, D.C. The Consumer Financial Protection Bureau ( CFPB ) today sued one of the countrys largest nonbank mortgage loan servicers, XXXX XXXX XXXX, and its subsidiaries for failing borrowers at every stage of the mortgage servicing process. The Bureau alleges that Ocwens years of widespread errors, shortcuts, and runarounds cost some borrowers money and others their  homes. Ocwen allegedly botched basic functions like sending accurate monthly statements, properly crediting payments, and handling taxes and insurance. Allegedly, Ocwen also illegally foreclosed on struggling borrowers, ignored customer complaints, and sold off the servicing rights to loans without fully disclosing the mistakes it made in borrowers records. The Florida Attorney General took a similar action against Ocwen today in a separate lawsuit. Many state financial regulators are also independently issuing cease-and-desist and license revocation orders against Ocwen for escrow management and licensing issues today. \n\" Ocwen has repeatedly made mistakes and taken shortcuts at every stage of the mortgage servicing process, costing some consumers money and others their homes, '' said CFPB Director XXXX XXXX. \" Borrowers have no say over who services their mortgage, so the Bureau will remain vigilant to ensure they get fair treatment. '' Ocwen, headquartered in XXXX XXXX XXXX, Fla., is one of the nations largest nonbank mortgage servicers. As of XX/XX/XXXX Ocwen serviced almost XXXX XXXX loans with an aggregate unpaid principal balance of {$200.00} XXXX. It services loans for borrowers in all 50 states and the District of Columbia. A mortgage servicer collects payments from the mortgage borrower and forwards those payments to the owner of the loan. It handles customer service, collections, loan modifications, and foreclosures. Ocwen specializes in servicing subprime or delinquent loans. \nThe CFPB uncovered substantial evidence that Ocwen has engaged in significant and systemic misconduct at nearly every stage of the mortgage servicing process. The CFPB is charged with enforcing the Dodd-Frank Wall Street Reform and Consumer Protection Act, which protects consumers from unfair, deceptive, or abusive acts or practices, and other federal consumer financial laws. In addition, the Bureau adopted common-sense rules for the mortgage servicing market that first took effect in XX/XX/XXXX. The CFPBs mortgage servicing rules require that servicers promptly credit payments and correct errors on request. The rules also include strong protections for struggling homeowners, including those facing foreclosure. In its lawsuit, the CFPB alleges that Ocwen : Serviced loans using error-riddled information : Ocwen uses a proprietary system called REALServicing to process and apply borrower payments, communicate payment information to borrowers, and maintain loan balance information. Ocwen allegedly loaded inaccurate and incomplete information into its REALServicing system. And even when data was accurate, REALServicing generated errors because of system failures and deficient programming. To manage this risk, Ocwen tried manual workarounds, but they often failed to correct inaccuracies and produced still more errors. Ocwen then used this faulty information to service borrowers loans. In XX/XX/XXXX, Ocwens head of servicing described its system as ridiculous and a train wreck. \nIllegally foreclosed on homeowners : Ocwen has long touted its ability to service and modify loans for troubled borrowers. But allegedly, Ocwen has failed to deliver required foreclosure protections. As a result, the Bureau alleges that Ocwen has wrongfully initiated foreclosure proceedings on at least 1,000 people, and has wrongfully held foreclosure sales. Among other illegal practices, Ocwen has initiated the foreclosure process before completing a review of borrowers loss mitigation applications. In other instances, Ocwen has asked borrowers to submit additional information within 30 days, but foreclosed on the borrowers before the deadline. Ocwen has also foreclosed on borrowers who were fulfilling their obligations under a loss mitigation agreement. \nFailed to credit borrowers payments : Ocwen has allegedly failed to appropriately credit payments made by numerous borrowers. Ocwen has also failed to send borrowers accurate periodic statements detailing the amount due, how payments were applied, total payments received, and other information. Ocwen has also failed to correct billing and payment errors. \nBotched escrow accounts : Ocwen manages escrow accounts for over 75 percent of the loans it services. Ocwen has allegedly botched basic tasks in managing these borrower accounts. Because of system breakdowns and an over-reliance on manually entering information, Ocwen has allegedly failed to conduct escrow analyses and sent some borrowers escrow statements late or not at all. Ocwen also allegedly failed to properly account for and apply payments by borrowers to address escrow shortages, such as changes in the account when property taxes go up. One result of this failure has been that some borrowers have paid inaccurate amounts.\n\nMishandled hazard insurance : If a servicer administers an escrow account for a borrower, a servicer must make timely insurance and/or tax payments on behalf of the borrower. Ocwen, however, has allegedly failed to make timely insurance payments to pay for borrowers home insurance premiums. Ocwens failures led to the lapse of homeowners insurance coverage for more than 10,000 borrowers. Some borrowers were pushed into force-placed insurance.\n\nBungled borrowers private mortgage insurance : Ocwen allegedly failed to cancel borrowers private mortgage insurance, or PMI, in a timely way, causing consumers to overpay. Generally, borrowers must purchase PMI when they obtain a mortgage with a down payment of less than 20 percent, or when they refinance their mortgage with less than 20 percent equity in their property. Servicers must end a borrowers requirement to pay PMI when the principal balance of the mortgage reaches 78 percent of the propertys original value. Since XX/XX/XXXX, Ocwen has failed to end borrowers PMI on time after learning information in its REALServicing system was unreliable or missing altogether. Ocwen ultimately overcharged borrowers about {$1.00} XXXX for PMI premiums, and refunded this money only after the fact. \nDeceptively signed up and charged borrowers for add-on products : When servicing borrowers mortgage loans, Ocwen allegedly enrolled some consumers in add-on products through deceptive solicitations and without their consent. Ocwen then billed and collected payments from these consumers. \nFailed to assist heirs seeking foreclosure alternatives : Ocwen allegedly mishandled accounts for successors-in-interest, or heirs, to a deceased borrower. These consumers included widows, children, and other relatives. As a result, Ocwen failed to properly recognize individuals as heirs, and thereby denied assistance to help avoid foreclosure. In some instances, Ocwen foreclosed on individuals who may have been eligible to save these homes through a loan modification or other loss mitigation option. \nFailed to adequately investigate and r","date_sent_to_company":"2018-05-30T05:18:46.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"11375","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2920725","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2018-05-30T01:09:17.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["o Restrict servicing <em>fees</em> : All servicing <em>fees</em> must be reasonable, bona fide, and disclosed in detail to borrowers. For example, Ocwen can not collect any <em>late</em> <em>fees</em> if a loan modification application is under review or if the borrower is making timely trial modification payments. \no Notify consumers of loss mitigation options and restrict dual tracking : Ocwen generally can not refer a borrowers account to foreclosure while the borrowers application for a loan modification is still pending."]},"sort":[13.04379,"2920725"]},{"_index":"complaint-public-v1","_id":"5572167","_score":12.834732,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Dear Consumer Financial Protection Bureau, I am one of hundreds of victims of theft of cryptocurrency off the exchange run by Gemini Trust Company , LLC ( d/b/aXXXX Gemini XXXX, XXXX ) ( Gemini ) that resulted from Geminis unfair, deceptive, or abusive acts or practices ( UDAAPs ), in violation of the Dodd-Frank Act, 12 U.S.C. 5531. In short, as a result of Geminis failure to adequately safeguard self-directed retirement assets on its exchange from foreseeable misconduct, hackers were able to fraudulently transfer tens of millions of dollars worth of cryptocurrency off the exchange on XX/XX/XXXX, including [ Amount ] ETH from my account. \n\nGemini lured myself and the other victims in by selling security and trust : Trust is our product, they tell the public. We bought it and were led to believe Gemini would adequately safeguard our valuable retirement assets. Gemini advertises its industry leading security, and broadcasts unequivocally that All crypto held online in our exchange wallet is insured. It was precisely statements like these that led me ( and others ) to believe my self-directed retirement funds would be safe on the Gemini exchange and therefore to select a custodian that advertised a partnership with Gemini for this very purpose. At no time, prior to the theft of assets, did Gemini provide any indication that they would not put the full force of their company resources and highly touted security program behind the protection of my assets. To the contrary, upon signing up with Gemini, they sent welcome letters, reiterating promises of their security-first mentality and an ethos of asking for permission, not forgiveness, and they promised the full Gemini experience. \n\nI, and other victims, had every reason to rely on Geminis representations in establishing trust and selecting a place to buy and store valuable retirement assets. However, based on Geminis responses to my inquiries ( and those of other victims ) to date, these representations proved to be unbelievably deceptive. Gemini now claims that all security measures to protect the tens of millions of crypto held on Geminis exchange fell on XXXX XXXX relatively small company that, among other things, takes miniscule fees compared to those taken by Gemini for buying and holding crypto, and that does not sell its product based on its own security but rather that of Gemini. Even though Gemini promised ( among other industry-leading security ) two-factor authentication ( 2FA ), protections against single point of failure, and that in any event crypto is insured against fraud, victims were not notified ( via 2FA or otherwise ) of the withdrawals that Gemini says was due 100 % to IRA Financial ( a single-point of failure ) being severely compromised, and the assets were not insured against this loss. \n\nGemini violated the Dodd-Frank Act by engaging in UDAAPs and harming the victims in several ways. This included unfair acts and practices in the form of inadequate safeguards that caused injuries not reasonably avoidable by consumers. It also included deceptive practices in the form of material misrepresentations reasonably misleading and injuring consumers. Gemini also appears to have violated both state law and possibly the Electronic Funds Transfer Act ( EFTA ), each of which violation would constitute an actionable UDAAP under Dodd-Frank Act as well as a violation of the underlying laws These violations are detailed below.\n\nI. Geminis Unfair Acts and Practices : Failure to Establish Appropriate Policies and Procedures to Prevent, Detect, or Remedy Fraudulent Activity Harming Consumers The fraud that occurred on XX/XX/XXXX was stark. Hackers were able to compromise XXXX XXXX Geminis partner in providing consumers with an option to invest their self-directed retirement funds in cryptocurrency. Amazingly, Gemini had no safeguards against a single point of failure at XXXX  XXXX, where hacked administrative accounts were able to transfer tens of millions of dollars from hundreds of different individual customer accounts under their control into one account, and then transfer from the one account off the exchange, all within dozens of minutes. In statements to victims after this egregious security failure, Gemini has said The subject transactions appeared, from Geminis perspective, to be routine, authorized, and legitimate. This statement from Gemini is incredible and highlights the extreme lack of anything close to proper safeguards.\n\nThe standard for unfairness in the Dodd-Frank Act is that an act or practice is unfair when : ( 1 ) It causes or is likely to cause substantial injury to consumers ; ( 2 ) The injury is not reasonably avoidable by consumers ; and ( 3 ) The injury is not outweighed by countervailing benefits to consumers or to competition. See 15 U.S.C. 45 ( n ) ( The standard for unfairness in the Dodd-Frank Act has the same three-part test as the FTC Act, which was first stated in the FTC Policy Statement on Unfairness ( XXXX XXXX, XXXX ), available at : http : //www.ftc.govXXXX, and later specifically included in the FTC Act. ) As an example, in In re XXXX XXXX, XXXX XXXX, the Office of the Comptroller of the Currency ( OCC ) brought an enforcement action where a bank maintained deposit account relations with telemarketers and payment processors without adequately safeguarding against fraud. In that case, the telemarketers regularly deposited large numbers of remotely created checks drawn against consumers accounts, a large proportion of which were not authorized by consumers. OCCs investigation indicated the bank failed to establish appropriate policies and procedures to prevent, detect, or remedy such activities. Under the three-part test for unfairness, ( 1 ) the consumers lost money from the fraudulent checks was a substantial injury, ( 2 ) consumers could not have avoided the injury from transactions to which they had not consented, and ( 3 ) the cost to the bank of establishing a minimum level of due diligence, monitoring, and response procedures sufficient to remedy the problem would have been far less than the amount of injury to consumers that resulted from the banks avoiding those costs. See CFPB Consumer Laws and Regulations, UDAAPs Manual v.3 at pp.4-5 ( XX/XX/XXXX ) ( discussing the analysis ). \n\nGeminis failures in the present case easily meet the three-part test for unfairness. First, the lost tens of millions of dollars worth of crypto is obviously a substantial injury. Second, there is nothing the consumers could have done to avoid this injuryin fact, not only had the victims not consented to the transfers, but we relied on notifications and two-factor authentication to make any transfers on the Gemini exchange, and yet no notice was provided by Gemini at any time as the accounts were being drained. No protections were offered by Gemini and there was nothing consumers could have done, reasonable or otherwise, to prevent this. Third, as in In re XXXXXXXX XXXX XXXXXXXX XXXX, the cost to Gemini of establishing a minimum level of due diligence, monitoring, and response procedures sufficient to remedy the problem would have been far less than the injury resulting from Geminis avoiding these costs. In other words, Geminis failures were clearly unfair under the meaning of Dodd-Frank , and in accordance with precedent, and CFPB should take action to compel Gemini to restore the victims accounts.\n\nII. Geminis Deceptive Acts and Practices : Misleading Claims and Omissions About Security and Insurance that Consumers Reasonably Relied Upon to their Detriment When I was looking for a platform I could use to invest my self-directed retirement funds in crypto, I picked XXXX  XXXX due to their advertised partnership with Gemini, which holds itself out as an industry leader in security and advertises that all crypto on its exchange is insured. Gemini got my business, and those of countless others no doubt, by promoting a reputation for safety and security. I, and other victims, reasonably relied on Geminis assurances that our assets were safe on the Gemini exchange, and we reasonably believed that, should they be somehow stolen or otherwise compromised, our assets would be protected by Geminis insurance. But all of this appears based on Geminis current position to be egregiously misleading. In other words, Geminis representations were extremely deceptive.\n\nUnder the Dodd-Frank Act, 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. See CFPB Consumer Laws and Regulations, UDAAPs Manual v.3 at p. 5 ( XX/XX/XXXX ) ( citing FTC Policy Statement on Deception, available at http : //www.ftc.govXXXX XXXX \n\nCFPB has explained that, in addition to affirmative representations that are misleading, if material information is necessary to prevent a consumer from being misled, it may be deceptive to omit that information. Id. Examples of deceptive practices may include, among other things, offering to provide a product or service that is not in fact available ;... omitting material limitations or conditions from an offer ; or failing to provide the promised services. Id. \n\nGeminis acts and practices easily meet the test under Dodd-Frank because they lured consumers in with statements creating reasonable expectations for security and insurance, which proved to be totally false and which materially harmed the consumers who relied on these reasonable expectations. Below, I set forth some of the specific statements and representations made or omitted by Gemini, the reasonable expectations these created, and the reality of what occurred and what Gemini is saying now.\n\nA. What Gemini Said : That They Are Safe, Trusted, Leaders in Security, and that Their Protections Include 2FA, Protections Against Single-Points of Failure , and Insurance Against Fraud Geminis entire sales pitch is that they are safe and secure, and that people should trust them to safeguard their valuable assets. Gemini tells the public they are the Safest Crypto Exchange, and make the following representations, among others : Trust is our product.\n\nGeminis founders built Gemini to deliver the first trusted platform that focused on strong security controls and compliance. \nGemini has built a leading security program focused on developing innovative security solutions to help protect and secure our customers and their assets. \nAll crypto held online in our exchange wallet is insured and we use best-in-industry cold storage coverage with leading insurance providers. \n\nSee Gemini Advertising and Marketing Materials, Exhibit A. \n\nAlong the same lines, XXXX  XXXX distinguished itself in advertisements by stressing its partnership with Gemini and underscoring the safety, security, and insurance of the Gemini XXXX. XXXX  XXXX advertised about its partner and their collective products and services, among other things : Gemini is a regulated crypto exchange with over {$10.00} billion in assets. \nHow it works... XXXX  XXXX creates your crypto account on Gemini. Gemini then emails you onboarding instructions. \nGemini is a regulated trust company and offers its clients insurance against fraud. \n\nXXXX  XXXX XXXX and Marketing Materials, Exhibit B. \n\nGemini participated in this partnership and at no time qualified or corrected any statements advertised about the safety, security, and insurance that would protect customers. \n\nNotably, I recall seeing and relying on similar communications and advertisements about the safety and security of Gemini ( and XXXX  XXXX as a result of their partnership with Gemini ), and I understand some materials have since been taken down by one or both companies. I do not have access to all of these, but I believe other victims may have some of these materials that they have provided or may provide to CFBP.\n\nOne stark example of this is Geminis prior claims about insurance, which has now been heavily qualified.\n\nGeminis prior representation about insurance was : All crypto held online in our exchange wallet is insured and we use best-in-industry cold storage coverage with leading insurance providers.\n\nAs of the date of this letter, Gemini has taken this down, tacitly acknowledging its inaccuracy, and Gemini now represents to the public only that : We maintain insurance against certain types of crypto losses from our exchange wallet and from Gemini Custody. To learn more about our insurance, and what it does and does not cover, please visit our User Agreement.\n\nSee Exhibit A. \n\nIn addition to these general promises, Gemini advertises specific details of their industry leading security that protect customers. Some particularly relevant representations include those concerning two-factor authentication and protections against single points of failure : In discussing its specific security practices, Gemini states that Two-Factor Authentication ( 2FA ) is required by default, in order to access your account and make withdrawals.\n\nSimilarly, Gemini toutes its asset security, stating The multisignature digital signature scheme ( multisig ) used eliminates single points of failure and improves our resilience against the loss or compromise of any individual private key.\n\nIt bears noting here that Gemini never corrected any statements advertised by XXXX  XXXX ( or itself ) about the security that would apply to holding retirement account assets on its exchange. In addition, none of the affirmative statements made above were qualified in any way that would communicate to a potential customer of the XXXX  XXXX XXXX Gemini partnership that investing retirement funds are any less protected than investing non-retirement funds. In fact, when onboarding through Gemini after singing up with XXXX  XXXX and Gemini, Gemini communicates the oppositethey sent victims welcome letters, reiterating promises of their security-first mentality and an ethos of asking for permission, not forgiveness, and they promised the full Gemini experience. \n\nB. What Victims Reasonably Understood and Expected : That Our Crypto Was Safe and Insured and that Gemini Would Not Allow Tens of Millions to Be Withdrawn From Our Accounts Without Our Permission or Even Notification, Among other Reasonable Expectations All these statements of assurance and trust workedI and other victims believed Gemini ( and purchased their product ). I and other victims came to the expectation and belief that our crypto was safe from fraud on Geminis exchange, and that in the event anything did happen, Gemini protected our crypto with insurance so there was no appreciable risk of catastrophe. The entire point of selecting XXXX XXXX and Gemini as a place to hold valuable retirement assets was the promised security, safety, and insurance. \n\nSpecific beliefs reasonably held as a result of Geminis representations included that no crypto would be withdrawn from victims accounts without consent via 2FA, that Gemini had adequate protections in place to prevent catastrophic loss from a single-point-of failure, and that in any event our assets were protected against fraudulent withdrawals by Geminis insurance coverage. These beliefs and expectations were eminently reasonable based on the statements above.\n\nFor example, the statement that Geminis security eliminates single points of failure communicates to consumers that we can trust there are multiple layers of security protecting our assets, so that there is no risk of one compromise causing catastrophic loss.\n\nGeminis statement that 2FA is required to make withdrawals gave us the expectation that our accounts would not be able to be drained without our consent or knowledge. My expectations and beliefs on this were also reinforced along the way, including by Geminis requirement for 2FA anytime I executed any transaction on Geminis platform. \n\nThis misrepresentation is particularly egregious given Geminis direct communications to us that they founded Gemini with a security-first mentality and an ethos of asking for permission, not forgiveness. We reasonably expected that they would not allow tens of millions in retirement assets to be withdrawn from our accounts without our permission. This expectation was more than reasonable given their explicit statement that 2FA was required for withdrawals and subsequent practice of asking our permission via 2FA for any buy or trade prior. Not only did they fail to ask for our permission, now they are not even asking our forgivenessto date they have taken zero responsibility for allowing our retirement funds to be funneled off the safest crypto exchange. \n\nGeminis unqualified statement that all crypto on their exchange is insured gave us all confidence that, should anything happen, there is insurance available to cover loss. This was advertised by both Gemini and XXXX XXXX, and a material inducement for us to give them business. Given these broad, unqualified statements, it was reasonable for customers to expect that Gemini would in fact cover crypto with insurance against loss if their security practices failed to prevent the loss, as was the case here. \n\nAs to the rest of my expectations around security and insurance, at no time did I have any reason to question any of the representations and promises initially made that I relied upon in signing up with XXXX XXXX and Gemini. \n\nC. What Actually Happened and What Gemini Now Says About it On XX/XX/XXXX, XXXX  XXXX was hacked. Hackers gained control of XXXX  XXXX administrator accounts, transferred tens of millions of dollars worth of assets from hundreds of victims to one account, created a new external wallet, and transferred the assets off Gemini exchange without notifying victims or apparently raising any flags at Gemini whatsoever. In fact, Gemini told victims The subject transactions appeared, from XXXX perspective, to be routine, authorized, and legitimate. Gemini XX/XX/XXXX Response to Victim CFPB Claim, Exhibit C. As presented to Gemini, these actions satisfied all of Geminis transaction approval requirements and appeared to be authorized transactions made from XXXX  XXXX known and approved devices. Gemini XX/XX/XXXX Response to EFTA Notice, Exhibit D. Further, Gemini has stated their insurance does not cover the loss because Geminis systems were not compromised.\n\nIn other words, the expectations we reasonably held based on Geminis representations proved dramatically false : Our expectation that Gemini was a safe, secure, trustworthy place to store crypto was eviscerated by their total failure to prevent bad actors from summarily and fraudulently transferring tens of millions of dollars worth of assets off the exchange. \nOur expectation that Gemini would notify us with 2FA and ask permission to withdraw funds proved shockingly false as we heard nothing from Gemini while they allowed our funds to be drained.\n\nOur expectation that their security included multiple layers to protect against single-points of failure such as the hack of an administrator with the power to create new external wallets and transfer off assets without safeguards proved similarly false.\n\nFinally, our expectation that Gemini maintained insurance that would protect our crypto as a fail-safe in case there was a dramatic unexpected breach also proved false. \n\nD. Clear Violation of Standard under XXXX XXXX These misrepresentations easily meet the test for deceptive under the Dodd-Frank Act. First, they are likely to mislead customers. As noted, the whole point of the advertising is to garner trust in Geminis security and get customers to buy their product. Second, as explained above, believing these representations under the circumstances is reasonable. Customers had no reason to question what Gemini and XXXX  XXXX were selling until the catastrophic failures came to light. Finally, the representations were material. The entire reason I ( and others, presumably ) chose Gemini was for the advertised safety and security. \n\nIt is critical to note that, even if all of Geminis claims were technically accurate ( for example, if their 2FA applied to XXXX  XXXX and not the consumer, and if the coins were insured just not against this type of fraud ), these claims remain highly misleading and illegal under XXXX XXXX I was led to believe, as any reasonable consumer would be through these claims, that my crypto was safethat it would not be withdrawn without my own 2FA ( which was required for purchases and transfers ) ; that Geminis systems were not susceptible to single-point of failure attacks ( including, what a reasonable consumer would think constitutes single-point of failurethe hack of Geminis partner administrator ) ; and that in any event, my crypto was protected via Geminis touted insurance policy. All of these beliefs turned out to be false and inaccurate, and yet they are totally reasonable and foreseeable based on Geminis advertising, representations, communications, acts, and practices. These misrepresentations were hugely materialthe trust was the foundation of my ( and other customers ) decision to go with Gemini. In no event would any of us have considered putting our retirement assets on the Gemini exchange had we known that our assets were not in fact protected in the way Gemini led us to believe they would be. \n\nIn other words, whether or not Gemini technically provided all the security they advertised, the fact remains that it was totally inadequate to prevent massive, foreseeable fraud, and this was shocking to customers who reasonably relied on their statements to believe that Gemini would be able to prevent, or at minimum insure loss from, such massive fraud. \n\nIII. Geminis Violations of State and Federal Law In addition the the violations outlined above, violations of applicable state and federal law also constitute UDAAPs, enforceable as violations under Dodd-Frank.\n\nA few noteworthy violations of applicable New York state law include : Gemini was required to conduct risk-assessment of XXXX XXXX platform and evaluate the adequacy of XXXX XXXX cybersecurity practices and protections under 23 NYCRR 500.11 . Gemini failed to do this. This is particularly egregious since Gemini now points to the breach at XXXX  XXXX and says Gemini holds no responsibility, putting all of the weight of responsibility on a security link that they themselves did not evaluate, in contravention of state law. \n\nGemini was required to provide its telephone number for the receipt of complaints under 23 NYCRR 200.20 ( b ) ( 1 ), but had only provided XXXX XXXX with its email address. This violation resulted in delays and significant loss after XXXX  XXXX detected the ongoing theft and Gemini was unresponsive to initial email notifications, with no ability to immediately notify Gemini. \n\nGeminis false, misleading, and deceptive representations and omissions, discussed above, are violations of New York law on advertising and marketing, 23 NYCRR 200.18. Gemini claims that its unqualified advertising that all crypto held on its exchange are insured was modified by language buried in its user agreement. However, as discussed above, even if this is technically true, the unqualified advertisement was highly misleading and deceptive, and itself is false without the separate qualification. Similarly, as discussed above, Geminis advertisements and representations that 2FA was required for withdrawals was misleading, deceptive, and ultimately false. \n\nGemini was required to implement adequate anti-money laundering measures and protections under 23 NYCRR 200.15 ( b ), ( c ). Criminals were able to steal assets from hundreds of accounts, transfer those assets ( one coin at a time ) to a single, unrelated account and then remove the stolen assets to a money-laundering tornado, thereby hiding the identity/ownership of the assets. This criminal laundering scheme involved several hundred transfers that went completely undetected by Gemini, in violation of New York anti-money laundering law. \n\nSimilarly, Gemini was required to monitor its system for transactions that might signify money laundering, tax evasion, or other illegal or criminal activity. 23 NYCRR 200.15 ( e ) ( 3 ). Gemini did not monitor for such activity here, as evidenced by the fact that it permitted hundreds of illegal transfers to occur, one coin at a time, into a single, unrelated account having no connection to its customers XXXX  accounts, and then allowed all of the stolen assets to be removed from its exchange. Subsequently, Gemini stated The subject transactions appeared, from Geminis perspective, to be routine, authorized, and legitimate. \n\nCritically, Gemini was also required to maintain, as part of its anti-money laundering program, a customer identification program. 23 NYCRR 200.15 ( h ). As part of this, Gemini was required to verify the identity of any accountholder initiating a transaction with a value greater than {$3000.00}. Here, as discussed above, Gemini did not verify the identity of the hundreds of customers via 2FA or otherwise of the withdrawals of hundreds of millions of dollars worth of crypto via voluminous transactions, all over {$3000.00} in value.\n\nGemini further failed to have in place appropriate policies and procedures to block or reject specific or impermissible transactions that violate Federal or State laws, rules, or regulations in violation of 23 NYCRR 200.15 ( j ). As discussed above, Geminis failures to monitor for, flag, or notify customers of hundreds of millions of dollars worth of crypto being fraudulently transferred to one account then to a new external wallet off exchange and into the abyss was an egregious failure.\n\nGemini also violated Californias Unfair Competition Law, Cal. Bus. Prof. Code 17200 et seq., which prohibits unfair business practices, including misleading advertising, similar to the federal violations of XXXX discussed above. Geminis unfair and misleading business practices were violations of state law in California because Gemini advertised its services here in California where I and other California victims reside, and Gemini got my business and that of other California victims, who all suffered a loss as a result of these practices.\n\nGemini may also have violated the Electronic Funds Transfer Act. I provided Gemini with notice of unauthorized transfer and requested correction under Regulation E. Gemini responded that Regulation E did not apply to the unauthorized transfer from my Gemini account because the account was a retirement account. It is unclear to me whether this is accuratethe exemption from retirement accounts appears to be focused on exempting the entity complying with IRS retirement obligations, which in this case would be XXXX  XXXX. It is not clear that the exemption would apply to Gemini, who is not regulated as a custodian. Thus, it appears Gemini may also have violated the EFTA. See EFTA Correspondence, Exhibit E.\n\nIV. Conclusion and Request for Remedy Geminis promises of security, notifications, insurance, and trust succeeded in getting the business of hundreds of victims that put tens of millions of dollars of critically important retirement funds on Geminis exchange and trusted Gemini to deliver on its promises, including to ask permission not forgiveness. Yet we found out Gemini failed us dramatically by allowing thieves to fraudulently transfer our retirement savings to one account, create an external wallet, and transfer our savings off Geminis exchange, without so much as notifying us, much less performing any of the promised or required verifications. Gemini did not even flag this as unusual, but instead told victims The subject transactions appeared, from Geminis perspective, to be routine, authorized, and legitimate. And they say it was not insured after all. \n\nThis is an outrageous failure on so many levels. The violations of XXXX are stark and numerous, as set forth above. We were misled by Gemini into buying the trust they were selling. But in the end, they did not protect our assets, and they are not putting the force of their company behind their initial promises of security and insuranceinstead it appears they are putting the force of their company toward gearing up to defend claims and making all the hundreds of victims pay out of pocket to hire private attorneys to enforce their clear rights. It is reprehensible. \n\nI am asking the CFPB to enforce XXXX and require Gemini to make the victims wholespecifically to reimburse victims in-kind for all of the crypto that was allowed to be transferred fraudulently off Geminis exchange, and to reimburse victims for any attorney fees and other costs actually incurred as a result. If CFPB has the power and inclination, I also request further penalties to be issues and further compensation to victims to be paid for their non-monetary damages, including the severe mental stress and emotional turmoil it has had on their lives as theyve dealt with drained retirement accounts and an about-face from the company that promised trust and security. \n\n\nThank you for your immediate care and attention to this matter. \n\nSincerely,","date_sent_to_company":"2022-05-18T00:46:37.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"94107","tags":null,"has_narrative":true,"complaint_id":"5572167","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Winklevoss Exchange LLC","date_received":"2022-05-18T00:20:35.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In addition to these general promises, Gemini advertises specific details of their industry leading security that protect <em>customers</em>. Some particularly relevant representations include those concerning two-factor authentication and protections against single points of failure : In discussing its specific security <em>practices</em>, Gemini states that Two-Factor Authentication ( 2FA ) is required by default, in <em>order</em> to access your account and <em>make</em> withdrawals."]},"sort":[12.834732,"5572167"]},{"_index":"complaint-public-v1","_id":"6067392","_score":12.746061,"_source":{"product":"Debt collection","complaint_what_happened":"TIMELINE AND VIOLATIONS OF LAW - I AM UNABLE TO UPLOAD SUPPORTING DOCUMENTS ON CFPB WEBSITE Letter Dated XX/XX/XXXX - Notification by XXXX  XXXX XXXX of New Servicer Letter Dated Statement Date XX/XX/XXXX New Servicer Letter Payment procedures are described as Beginning XX/XX/XXXX, all future payments will be accepted by Specialized Loan Servicing. No W-9 is included. \n\nNo TILA Transfer of Creditor Notice mailed *Note : At the origination of dispute there were no loan statements. The company appeared to not be a real business. They would not provide loan statements upon several oral and written requests, nor oral or written calculations of interest rate or amount due, nor evidence of the application of payment to account, nor proof of account. The accounting was and still is incorrect to this day. The loan is still in dispute. \n\nThe new CFPB law regarding the exclusion of periodic statements for customers in bankruptcy began XX/XX/XXXX and ended XX/XX/XXXX. \n\nStatements were required upon the assumption of Plaintiffs loan by SLS starting XXXX XXXX. \nSee letter dated XX/XX/XXXX sent by Plaintiff to SLS. \n\nPlaintiff made dozens of oral and written requests for statements. \n\nUPON RECEIPT of New Servicer Letter Plaintiff calls SLS to find out how to pay bill. Plaintiff is told to call monthly for the amount due. Plaintiff recalls that she was told that there was no account created yet as the loan had just been transferred. ( XXXX XXXX XXXX last statement received is dated XX/XX/XXXX ) Plaintiff was instructed over the phone by SLS to call monthly to obtain the monthly amount due and encouraged to pay over the phone by checking account debit only. \n\n\nXX/XX/XXXX - Plaintiff calls SLS for amount due for XXXX payment amount. \n\nOn or about XX/XX/XXXX Plaintiff calls to make XX/XX/XXXX payment due according to SLS and pays by phone debit e-check. Amount of {$190.00} due is correct. \n\n\nXX/XX/XXXX Plaintiff calls SLS to straighten out account Plaintiff has not received paper statements of account. Plaintiff is told that they can not generate statements because her loan is in bankruptcy and that she must call every month for the payment amount. She is told 'that because of the XXXX  XXXX discharge ' statements are not automatically sent. Plaintiff is told that she can view information online at www.SLS.net by logging in and creating account. Plaintiff requests statements. Plaintiff is not able to set up an online account because the information she can provide, including name, address and/or new account number XXXX does not pertain to an active account. \n\n\nPlaintiff makes XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX payments due over the phone by debit of checking account e-check. The amounts due are accurate. The payments are made on or near XX/XX/XXXX : {$170.00} and for XXXX & XXXX, on or near XX/XX/XXXX : {$380.00} includes a {$9.00} late fee. \n\nThis {$9.00} late fee can only apply to the payment due on either XX/XX/XXXX or XX/XX/XXXX due date. Plaintiff was inconsistently charged late fees despite all payments made so far having been late. Plaintiff was told during one of many calls to customer service that late fees would be waived until account was formerly set up. Again, no explanation is given of breakdown of payment, interest rate, running balance or application of payments made. \n\n\nXX/XX/XXXX Plaintiff calls SLS customer service for the XX/XX/XXXX payment due and is told that it's {$200.00}. It should be XXXX and SLS will not give an explanation of payment amount. Plaintiff makes the case to customer service that she has no receipt of any payment made yet, and no statement. Plaintiff stops making payments because the amount is inflated and is calculated in a non-transparent way. [ It is later discovered through extensive communications that a late fee of {$9.00} had been applied ] This {$9.00} late fee due as part of the XX/XX/XXXX payment could only have been as a result of payment due XX/XX/XXXX being late, despite XX/XX/XXXX payment also being late and no late fee charged. \n\n*Notes : Late fees per contract are 5 % of amount due. \nContract requires that statements be mailed.\n\nContract requires that accounting discrepancies and disputes be remedied at customer 's request. \nInterest rate is XXXX XXXXXXXX XXXX XXXX XXXX Margin Contract prevents servicer from charging late fees on a loan in dispute. ( Contract is in Defendant 's possession ) Violations of these Mortgage Clauses, in Plaintiff 's opinion, defined Breach of Mortgage Contract. \n\n\nDATE OF XXXX CHARGED ACTUAL PAID DATE DUE POST DATE XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Late Fee XXXX unknown XXXX unknown XX/XX/XXXX STOPPED PAYING : XXXX XXXX XXXX XXXX XX/XX/XXXX n/a XXXX payment due above can likely be XXXX plus XXXX late fee Note of error : if late fee were for previous month as is generally accepted in accounting practices, then late fee should have been {$9.00} [ 5 % on XXXX ] Early XX/XX/XXXX : Plaintiff sends letter to Attorney XXXX XXXX who is family friend ( no longer practicing ). Plaintiff near after advises SLS by phone call that she is represented and does not intend to make payments on account until she is billed transparently and correctly. Plaintiff is advised by counsel to make all communications by certified mail. \n\nPlaintiff writes letter to Attorney XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX & XX/XX/XXXX Plaintiff does not pay because customer service at SLS will still provide no explanation of accounting methods. Upon subsequent phone calls it is determined that SLS intends payment due XX/XX/XXXX is to be XXXX ( it should be XXXX ) and payment due XX/XX/XXXX is being billed at XXXX. \n( XXXX also has no substantial base in proper calculations ) AMOUNT DUE PER SLS CUSTOMER SERVICE BY PHONE CALL : DATE OF XXXX CHARGED ACTUAL PAID DATE DUE POST DATE XXXX XXXX XXXX XXXX XX/XX/XXXX n/a XXXX XXXX XXXX XXXX XX/XX/XXXX n/a *Note : Per letter dated XX/XX/XXXX XXXX is due. This amount is ( 3 ) incorrect payment amounts ( payments not made ) plus another {$9.00} late fee that can not properly apply to any of past amounts due at this point. \n\n\nLetter Dated XX/XX/XXXX : From SLS Notification of Service Members Civil Relief Act Letter Date XX/XX/XXXX : From SLS Important Notice Regarding Your Mortgage Loan and Intent to Foreclose Without having provided clarity despite numerous phone calls an incorrect amount is demanded. Letter included threats of inspection, threat to accelerate and/or foreclose, names SLS the current creditor to whom the debt is owed on page 2 and presents an offer to dispute. \n\nAdditionally, the total balance due stated on account on page 2 of letter is {$39000.00}. \nThis is incorrect. This loan is a XXXX ARM and the correct balance is as it was transferred from B of A is {$39000.00}. \n\nLetter includes Foreclosure Mediation information obtained from XXXX  XXXX XXXX. \n\n\nUPON RECEIPT of XX/XX/XXXX Letter : Plaintiff calls SLS. Despite more extensive inquiry, again receives no explanation by customer service as to wrong amount, or previous dispute. They are not able to discuss the details of a loan in bankruptcy and/or do not have access to the information requested available to them. \n\nMore specifically on XX/XX/XXXX : XXXX called SLS to request clarity and accuracy of amounts due. Plaintiff spoke to XXXX who told her that she was not billed on her account and that SLS can not generate statements because the customer 's loan is in bankruptcy. XXXX said that the account should show no balance due. Plaintiff was routed to the bankruptcy department of SLS where she spoke to XXXX at XXXX. XXXX told Plaintiff that she could not provide statements, nor calculation of payment due, nor state the current interest rate and that I can take a payment from you. Plaintiff decides to try another day, headaches and stress are too much. \n\n* Note : In XXXX SLS begins sending unrequested statements to Plaintiff. \nPlaintiff has had XXXX servicers on ( XXXX ) loans post bankruptcy. All servicers have provided thorough and accurate statements. The law that exempted certain XXXX customers from receiving statements is not yet in effect. See Documents for description Letter dated XX/XX/XXXX. Therefor. statements are required. \n\n\nLetter Dated XX/XX/XXXX : From SLS RE Legal counsel On or Around XX/XX/XXXX : Plaintiff writes and sends handwritten letter to SLS, certified and return receipt. Letter has been lost ( Plaintiff has the certified and return receipt from this letter in possession, additionally a copy is in Documents Handwritten notes from XXXX in file demonstrate it included the following : A request for explanation of payment calculation, including interest rate A request for statement of account including running balance with payments due and applied Letter Dated NO DATE : From SLS presents, in response to Plaintiff 's most recent handwritten letter, a different mailing address for inquiries. \n\n\nUPON RECEIPT of letter dated NO DATE Plaintiff resent handwritten letter to newly given address. \n\n\nXX/XX/XXXX Phone call to SLS by XXXX because she can not create an account nor log in online still. Plaintiff is told that her loan is in bankruptcy and statements can not be generated. Again with no other offer of information. Plaintiff is routed away from customer service, placed on hold for over XXXX minutes and hung up on. Plaintiff finds that there is no viable account of her HELOC on record with SLS through attempts to log in. Plaintiff wonders if payments made so far have been applied to an account. \n\nXX/XX/XXXX Plaintiff sends certified handwritten letter to SLS disputing charges as inaccurate with opaque accounting. This letter has been lost, the certified receipt exists and has been included in documents. \n\nXXXX XXXX XX/XX/XXXX : From SLS Your qualified written request or general correspondence is currently under review. \n\nXXXX XXXX XX/XX/XXXX : From SLS in response to Plaintiff 's request for information. Letter includes correct interest rate and an amount due calculation that makes no sense at all of {$940.00}. There is no variation of numbers or amounts due so far presented by SLS that add up to this amount. \n\n*Note : Plaintiff has worked extensively in bookkeeping and went to college for accounting. She graduated from private high school in Advanced Placement calculus. She has been gifted in numbers her entire life. She has not, and does not consult an expert with regard to this or other accounting as she considers herself expert. \n\nXXXX also includes a copy of mortgage paperwork that XXXX did not request and does not need as she has already cited clauses in the Mortgage to XXXX, and an undated XXXX spreadsheet of received payments. The XXXX spreadsheet is the only evidence of account existence thus far. It includes several inaccuracies and a fee for {$110.00} coded XXXX XXXX. It lists a payment made of {$190.00} that was never made, a late fee of {$9.00} in the column of principal and an incorrect principal balance of XXXX. It also cites {$0.00} late fees in the late fee column. \n\n\nUPON RECEIPT of letter dated XX/XX/XXXX Plaintiff called XXXX customer service to explain that this was not the requested information. She was, again, systematically avoided. \n\n\n*Note : An additional undated spreadsheet in different format is also in XXXX 's possession. She does not know in which letter it arrived. It is not dated nor does it include an account number. It does include XXXX 's name, address and property address. It reflects the same inaccuracies as the XXXX spreadsheet. It arrived with a supplement named XXXX XXXX Definitions from which she determined {$110.00} FB meant fee billed. \n\n\nXX/XX/XXXX PLAINTIFF 'S DEBT WHILE IN DISPUTE IS CHARGED OFF BY SLS. \nThis is reflected as Negative on all ( XXXX ) of her Credit Reports, XXXX, XXXX and XXXX ( evidence included in Documents ) This charge-off is a violation of the XXXX  XXXX discharge injunction as it records a dollar amount liability on Plaintiffs credit report ( XXXX ). This charge of was not described as in dispute as required by law XXXX XXXX. XXXX ( XXXX ), and stayed on all ( XXXX ) credit reports until XX/XX/XXXX. \n\n*Note : Most other applicable laws have been referenced in CFPB complaint letter. XXXX copies of letter were certified and return receipt mailed to XXXX at the correct address. XXXX is dated XX/XX/XXXX. \n\nXXXX : This is end of correspondence from SLS until XXXX ( unless letter ( XXXX ) was/were lost ) with the exception of annual XXXX Letter Dated XX/XX/XXXX : From XXXX Please be advised beginning XX/XX/XXXX your required loan payment will convert from Interest Only *Note : There is no correspondence in the year XXXX with the exception of XXXX sent yearly Letter Dated XX/XX/XXXX : From XXXX According to our records, the above-referenced mortgage account is delinquent. Contact us to discuss possible loss mitigation options. \n\n\n*Note : Plaintiff could not endure the stress of fighting with an inane servicer after XXXX and knew that she needed to retain an attorney. At first opportunity, in XXXX, she did such. \n\nXXXX XXXX XX/XX/XXXX : From SLS According to our records, the above-referenced mortgage account is delinquent. Contact us to discuss possible loss mitigation options. \n\n\nXXXX XXXX XX/XX/XXXX : From SLS According to our records, the above-referenced mortgage account is delinquent. Contact us to discuss possible loss mitigation options. \n\n\nLetters Dated XX/XX/XXXX [ XXXX Cerified, XXXX XXXX Mail XXXX XXXX ) Total ] Important Notice Regarding Your Mortgage Loan and Notice XXXX XXXX to Foreclose Letters include Foreclosure XXXX information obtained from CT XXXX XXXX. \nXXXX threatens negative reporting, inspections and threat of acceleration and foreclosure. \nXXXX invites customer to dispute the validity of the debt. \n\nThe original loan dispute and multiple accounting discrepancies have never been resolved. \n\n\nXX/XX/XXXX Plaintiff consults with Attorney XXXX XXXX, XXXX XXXX XXXX, XXXX, CT. This is the first time she has been financially able to hire an attorney. \n\n\nLetter Dated XX/XX/XXXX : From Plaintiff ( XXXX ) copies mailed certified to SLS To whom it XXXX concern, I dispute the validity of this debt in response to your XX/XX/XXXX letter. \n\n*Note : no address for dispute communication was given in foreclosure letter. Plaintiff used the only available address at the bottom of the letter for correspondence. The same address was present at the heading of other SLS letters received by XXXX. \n\n\nLetter Dated XX/XX/XXXX : From XXXX Specialized Loan Servicing LLC ( SLS ) has received your letter regarding the above referenced loan, however not at our address for such inquiries. \n\nXXXX XXXX XX/XX/XXXX : From SLS According to our records, the above-referenced mortgage account is delinquent. \n\nPlaintiffs Note/Mortgage have, at XX/XX/XXXX, reached UCC XXXX XXXX of Limitations for non-payment post end of installment period effected by discharge in XXXX  XXXX Bankruptcy UCC XXXX. STATUTE OF LIMITATIONS ( a ) Except as provided in subsection ( XXXX ), an action to enforce the obligation of a party to pay a note payable at a definite time must be commenced within XXXX years after the due date or dates stated in the note or, if a due date is accelerated, within XXXX years after the accelerated due date And corresponding CT XXXX XXXX XXXX Letter Dated XX/XX/XXXX : From SLS This letter is in response to your correspondence dated XX/XX/XXXX. Included copy of the Promissory Note, copy of the Mortgage, copy of Notice of Transfer of loan dated XX/XX/XXXX and the same XXXX spreadsheet in which accounting was indiscernible to Plaintiff. It also contained a XXXX document entitled PAYMENT TRANSACTION CODES. \n\n\nXXXX XXXX XX/XX/XXXX : From Plaintiff to SLS ( XXXX ) copies mailed certified. Plaintiff restates entire past complaint in detail. Plaintiff includes specific breach of mortgage contract examples with explanation committed by XXXX, and other errors. Plaintiff states that it is my hope, that XXXX day these letters will be reviewed by a judge. \n\n\nLetter Dated XX/XX/XXXX : From XXXX Specialized Loan Servicing LLC ( SLS ) has received your letter regarding the above referenced loan. \n\n\nXXXX XXXX XX/XX/XXXX : From SLS We have received your correspondence regarding the above referenced mortgage account. \n\nLetter Dated XX/XX/XXXX : From SLS This letter is in response to your correspondence dated XX/XX/XXXX This letter is largely a repeat of what has already been forwarded. EXCEPT the interest rate of 7.75 % cited is wrong, AND due to the charge-off and XXXX XXXX XXXX Bankruptcy, we are unable to provide monthly billing statements for this loan. \n\n\nXXXX XXXX XX/XX/XXXX : From Plaintiff to SLS ( XXXX ) certified copies mailed : I received your response dated XX/XX/XXXX and post-dated XX/XX/XXXX. This XXXX weeks after my letter citing complaints dated XX/XX/XXXX. \n\nIn this letter XXXX included proof ( included in documents ) that SLS was required to send her mortgage statements throughout XXXX as per CFPB laws for Periodic Statements. \n\n\nXX/XX/XXXX Plaintiff consults with Attorney XXXX XXXX. \n\n\nLetter Dated XX/XX/XXXX : From XXXX Specialized Loan Servicing LLC ( SLS ) has received your letter *Note this letter is also post-dated the XXXX of XXXX Letter Dated XX/XX/XXXX : From XXXX According to our records, the above-referenced mortgage account is delinquent. \n\n\nXXXX XXXX XX/XX/XXXX : From SLS This letter is in response to your correspondence dated XX/XX/XXXX. This letter is a complete repetition of previous correspondences. Except that this letter contains a form titled BANKRUPTCY HELOC PERIODIC STATEMENT REQUEST that Plaintiff did not fill out nor return. \n\n\nLetter Dated XX/XX/XXXX : From Plaintiff to SLS ( XXXX ) copies mailed certified Dear Sir or Madam, this letter is in response to your XX/XX/XXXX correspondence, and additionally, regarding a number of inquiries that I had requested remedy for previously. This letter is a restatement of requests of the previous sent. \n\n\nLetter Dated XX/XX/XXXX : From SLS Specialized Loan Servicing LLC ( SLS ) has received your letter regarding the above referenced loan. \nXX/XX/XXXX Statement of account is received in the mail from SLS by Plaintiff. \nIt was not requested. \n\n\nLetter Dated XX/XX/XXXX : From SLS Specialized Loan Servicing LLC ( SLS ) has received your letter regarding the above referenced loan. \n\nLetter Dated XX/XX/XXXX : From SLS is The Exact Same Letter Dated XX/XX/XXXX with XXXX exception. It includes a form titled BANKRUPTCY PERIODIC MONTHLY STATEMENT RE-OPT IN. This form XXXX did not fill out nor return. \n\nXX/XX/XXXX Statement of account is received in the mail from SLS by Plaintiff - unrequested XX/XX/XXXX Statement of account is received in the mail from SLS by Plaintiff - unrequested XX/XX/XXXX Statement of account is received in the mail from SLS by Plaintiff - unrequested Letter Dated XX/XX/XXXX : From XXXX According to our records, the above-referenced mortgage account is delinquent. \n\n\nXX/XX/XXXX Statement of account is received in the mail from SLS by Plaintiff - unrequested XX/XX/XXXX Statement of account is received in the mail from SLS by Plaintiff - unrequested XX/XX/XXXX Statement of account is received in the mail from SLS by Plaintiff - unrequested Letter Dated XX/XX/XXXX : From XXXX The Note on the above-referenced loan is now in default as a result of your failure to pay the XX/XX/XXXX payment and the payments due thereafter. Plaintiff is urged to cure the default. \n\n*Note : The Note was included in XXXX  XXXX Bankruptcy, uncontested and not reaffirmed. \n\n\nXX/XX/XXXX Statement of account is received in the mail from SLS by Plaintiff - unrequested XX/XX/XXXX Statement of account is received in the mail from SLS by Plaintiff - unrequested Letter Dated XX/XX/XXXX : From SLS Specialized Loan Servicing LLC ( SLS ) has received your letter regarding the above referenced loan. \n\n\nAttorney XXXX XXXX Served State of Connecticut XXXX complaint to SLS ****END CORRESPONDENCE UNTIL XX/XX/XXXX WHILE STATE COMPLAINT IS ACTIVE**** XX/XX/XXXX State Complaint withdrawn under advice of additional counsel. It is determined that a federal complaint will provide much more coverage. \n\nXX/XX/XXXX While Plaintiff is represented by an attorney SLS sends ( 1 ) Certified and ( 1 ) Regular mail letter : Important Notice Regarding Your Mortgage Loan and Notice of Intent to Foreclose Letters include Foreclosure Mediation information obtained from CT XXXX XXXX. \nLetter threatens negative reporting, inspections and threat of acceleration and foreclosure.\n\nLetter invites customer to dispute the validity of the debt. \n\nThe original loan dispute and multiple accounting discrepancies have never been resolved. \n\nPlaintiff files complaints with CFPB, XXXX, XXXX, Colorado and Connecticut Departments of Banking, Colorado and Connecticut Attorneys General. \n\nPlaintiff receives several pages of responses to complaints in which SLS : denies wrongdoing and commits to their inability to send statements, despite having sent ( XXXX ) unrequested statements in XXXX & XXXX Has not corrected accounting errors from XXXX SLS has committed at Minimum : Violation of CFPB requirements for Period Statements Violation of the Original Mortgage Terms Multiple threats of Foreclosure Multiple threats of and actual Negative Credit Reporting Multiple threats of unwarrented Inspections at Plaintiffs expense Multiple Statements made of Plaintiffs Delinquency regarding a loan in dispute Inflated amounts due Unauthorized Fees Deceptive and misleading practices Harassment and Abuse Direct contact while represented by an attorney Violation of the Plaintiffs XXXX  XXXX Discharge Injunction Violation of Federal and State law governing Statute of Limitations Total continuing Accounting Inaccuracies and errors : XXXX Plaintiff has suffered Stress Long term harassment Deceipt Loss of credit opportunity - A significant reduction in credit score for 7 years ( see attached XXXX point XXXX XXXX decrease ) Clouded title False light XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX nightmares XXXX XXXXXXXX XXXX on record began XXXX Suspected XXXX  on record began XXXX XXXX XXXX  began XXXX XXXX hours of time lost to research, letters, emails and attorney meetings. \n\n\n\n\nIt is Plaintiffs contention that this business operates with a foundation of intentional negligence and misconduct in order to illegally, liberally and advantageously foreclose on customers. \n\nSLS solicited payment amounts from the Plaintiff which were a moving target in that they fluctuated absent any explanation. \n\nIt is further Plaintiffs opinion that SLS is intentionally deceptive and dismissive of requests for transparency. Customer service intentionally evades, and deliberately attempts to cause confusion and stress as a means to induce or force payment. This is Intentional Infliction of XXXX XXXX XXXX \n\nPayments are intentionally misapplied, accounting is vague and threats of unwarranted and falsified negative credit reporting are not inert. \n\nThe dispute over monetary calculations and accounting discrepancies has not been rectified by the Defendant and continues through the present date. SLS machinations were calculated to harass Plaintiff into making payments on an otherwise uncollectible loan. \n\n\nPLEASE FORWARD TO YOUR REPRESENTING ATTORNEY **** END OF COMPLAINT ****","date_sent_to_company":"2022-10-09T17:07:38.000Z","issue":"False statements or representation","sub_product":"Mortgage debt","zip_code":"067XX","tags":null,"has_narrative":true,"complaint_id":"6067392","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2022-10-09T16:44:05.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["DATE OF XXXX CHARGED ACTUAL PAID DATE DUE POST DATE XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX <em>Late</em> <em>Fee</em> XXXX unknown XXXX unknown XX/XX/XXXX STOPPED PAYING : XXXX XXXX XXXX XXXX XX/XX/XXXX n/a XXXX payment due above can likely be XXXX plus XXXX <em>late</em> <em>fee</em> Note of error : if <em>late</em> <em>fee</em> were for previous month as is generally accepted in accounting <em>practices</em>, then <em>late</em> <em>fee</em> should"]},"sort":[12.746061,"6067392"]},{"_index":"complaint-public-v1","_id":"9776853","_score":12.0878,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX, I received an email from XXXX XXXX of XXXX XXXX, with instructions and screencaps on how to set-up an auto-pay account with Alliance Bank ( see XXXX XXXX ). I cant recall the reason for the abrupt switch, but I honestly didnt care at the time. \n\nApproximately 5 years later, I received a certified mail with a demand letter from XXXX XXXX for fines and late fees totaling {$200.00}. I was completely dumbfounded, the main reason why I voluntarily signed up for auto-pay was to ensure that my assessments would be paid on time every month and late fees avoided. I had been receiving payment confirmation emails ( see XXXX  XXXX ) from Alliance Bank at the end of every month for approximately 5 years and there was nothing to indicate that anything was amiss. As a paperless household, I use auto-pay to help manage all of my bills. From my utilities to internet, I would basically set them all on auto-pay and be worry-free to focus on other things. Not once have I ever had a problem or issue with auto-pay until I started using Alliance Bank , solely at the behest of XXXX XXXX . We really didnt have a choice, if we wanted to use auto-pay, Alliance Bank was the only option available. \n\nAccording to XXXX XXXX, the late fees and subsequent fines were accrued whenever the HOA increased our monthly assessments and I failed to adjust my auto-pay accordingly to reflect the higher amount owed. They had explained that anytime the full amount is not received, its considered late and a fine would be assessed. I still didnt quite understand what the issue was since the balance for some of my other bills would fluctuate month-to-month and auto-pay has been working flawlessly for me. How is it possible to be setup on auto-pay and still accrue late fees at the same time? It was oxymoronic to me, so I decided to investigate and logged on to my account with Alliance to learn more. After the initial auto-pay setup that occurred 5 years earlier, I realized I had never logged back on because how often would anyone need to do that after setting up their auto-pay? After clicking on the XXXX link to the Alliance Bank web portal, I did not recognize the user interface and immediately needed a password reset to gain access to my account ( see XXXX  XXXX ). \n\nOnce I was able to gain access, what I had discovered was really shocking and unlike any other auto-pay service I had ever used or witnessed ( XXXX  XXXX ). My first observation was the {$1.00} fee per ACH transaction, I have never been charged a fee to use auto-pay before. On top of that, this {$1.00} fee was never once mentioned nor disclosed in any of the screen caps from XXXX XXXX XXXX instructional email, nor do I recall ever being asked for my consent. \n\nWhats even more troubling was the verbiage right under the Fixed Amount box, a sentence and acknowledgement that I found to be highly unusual, impractical, and offensively intrusive to my financial privacy rights. It reads, You acknowledge and agree that your Association may update, however, is not required to updated your payment amount when a new assessment is assigned by the Association. As a grammatical sentence, its completely meaningless, incomprehensible, and misleading. Its only purpose was to inform the account holders that other people or the Association would have access and authority to change the auto-pay amount without their knowledge or consent. This is a completely outrageous, invasive, and patently ridiculous requirement of Alliance Bank for the use of its {$1.00} per payment auto-pay service. As the sole provider of the auto-pay service to homeowners at XXXX, Alliance Bank has a complete monopoly, courtesy of XXXX XXXX and potentially in violation of the United States antitrust laws. In exchange for this quid pro quo arrangement, Alliance Bank has given XXXX XXXX, veily disguised as the Association, unfettered access to its banking customers accounts without prior consent or proper authorization. \n\nNeedless to say, I was livid and felt totally betrayed by Alliance Bank as a client and eventually decided to close my account. In an email exchange with XXXX XXXX, the HOA Support Specialist for Alliance Bank, about unauthorized access, he had indicated ( XXXX  XXXX ) that you logged youre your payment account on XX/XX/XXXX, but the ip address for that activity and specified date was inexplicably and conveniently omitted from their account log. Whereas my password reset request and activity back on XX/XX/XXXX, was logged with my home ip address, the activity back on XX/XX/XXXX was completed XXXX. I have requested proof of prior consent and even emailed associates of Alliance Bank many similar questions to XXXX XXXX. Their responses or a lack thereof, has been repetitive, evasive, and consistent all the way up to XXXX XXXX XXXX ( XXXX  XXXX ). Please refer to your homeowners association appears to be the standing order and standard response for all Alliance Bank associates. The idea that our XXXX XXXX, a non-profit entity located in XXXX XXXX Texas, and its governing documents, would have direct impact, influence, and oversight of Alliance Bank operations is a concept beyond my limited comprehension. Does it also supersede federal banking laws, regulatory compliance, and jurisdiction of XXXX XXXX, Nevada? What does my HOA have to do with an ACH payment transaction conducted at a bank located approximately XXXX miles away in a different state and time zone? What happens if the Association used it XXXX  privileges to adjust the auto-pay amount to {$1000.00} on an account belonging to an XXXX  resident like my next-door neighbor, XXXX XXXX, who is XXXX XXXX XXXX and doesnt own a computer or tech savvy enough to uncover this gross invasion of privacy perpetrated by XXXX XXXX  in cooperation with Alliance Bank? How can we be certain that it hasnt happened already? \n\nWhen I later tried to log back on to my account, I learned that I had been placed on hold ( XXXX XXXX ). When I confronted Alliance Bank about my current status and reminded them of their complete monopoly over the auto-pay service for XXXX residents, XXXX XXXX XXXX XXXX the HOA Operations Manager , said, You do have the option to mail a check or by using your financial institutions XXXX XXXX ( XXXX  XXXX ). \n\nFollowing XXXX XXXX advice, I inconveniently mailed my assessment check to Alliance Bank well in advance of the XX/XX/XXXX due date but nevertheless, I was still assessed a late fee by XXXX XXXX. Learning from my earlier mistake that trust must be earned and not given, I brought the check, stamped envelope, and visited the nearest USPS post office. I asked XXXX XXXX XXXX to mail, sign and bear witness ( XXXX  XXXX ) to the check and letter being sent. Nevertheless, the outcome was the exactly the same and my check didnt clear until well over a month later ( XXXX  XXXX ), providing XXXX XXXX with the perfect opportunity to assess another late fee and fine to my account. Its either an unbelievable coincidence or Alliance Bank was intentionally withholding my check as retaliation for my actions and demand of accountability from XXXX XXXX, an Alliance Bank business partner and co-conspirator against commerce, market competition, and fair trade. Its no wonder why Alliance Bank has earned such high praise and rave reviews from XXXX XXXX ( XXXX  XXXX ). \n\nAccording to XXXX XXXX, Chief Operating Officer & Partner at XXXX XXXX XXXX, Alliance Association Bank does what they do better than anyone else because it is their true specialization. So, what exactly is it that Alliance Bank specializes in that gives it a competitive advantage over all of the other banks in Texas? Why would a property management company located in XXXX, Texas, force homeowners of the XXXX community located in XXXX XXXX, Texas, to send money and patronize a bank from the state of Nevada? Well, as it turns out, no other bank can intentionally manipulate the auto-pay option quite like Alliance Association Bank , a subsidiary of Western Alliance Bank , a reputable organization with a sterling reputation and well-established Code of Business Conduct and Ethics that all employees must agree to, as a condition for employment. \n\nWhen homeowners and/or consumers sign up for auto-pay, a vast majority of them use the Total New Balance option. Its not an insider secret and this option is practically synonymous with auto-pay. When you say auto-pay, it means paying the total balance or whatever amount is owed on a specific calendar day. No one signs up for auto-pay so he or she can periodically log back in to make adjustments, thats completely nonsensical and counter-intuitive to the whole concept of auto-pay. \n\nWhen you access the Alliance Bank portal to set-up a scheduled auto-pay, you will notice they only offer 2 convenient options for a fee of {$1.00} to XXXX homeowners. A one-time payment and a scheduled payment ( XXXX  XXXX ). The XXXX and most widely-used option of any auto-pay service has completely disappeared. Is this the illusion, magic trick, and specialization that XXXX XXXX was raving about? Well, spoiler alert, theres nothing special about deceptive business practices, thats why Texas has the Deceptive Trade Practices Act and the federal government has the Consumer Financial Protection Bureau. If you simply scroll down to the bottom of the page ( XXXX  XXXX ) and click on the Online Payment Terms and Conditions, on the 2nd page of their 12-page pdf file titled ONLINE PAYMENT SERVICE END USER TERMS AND CONDITIONS, you will learn that Total New Balance is the 3rd option of their Scheduled Payment Program ( XXXX  XXXX ). Its very important to read the fine prints, I would highly recommend that Alliance Association Bank start with their own. \n\nNot only is this unethical, Alliance Association Bank is an active participant in a fraudulent scheme and racket against its own paying customers. By intentionally removing the 3rd and most important scheduled payment option, Alliance is creating the ideal condition and confounding environment for busy individuals and unsuspecting homeowners to mess up so XXXX XXXX will have the opportunity to assess its infamous {$25.00} late fees. Its helping to generate an additional revenue stream for XXXX XXXX that may or may not go back to the coffers of the XXXX XXXX, a Texas non-profit entity. Last I checked, XXXX XXXX and Alliance Association Bank are not 501 ( c ) organizations. \n\nIts not a coincidence for XXXX XXXX to choose a bank in Nevada to open an account for an HOA with an estimated annual budget of {$4.00} XXXX. Alliance Association Bank is located outside the jurisdiction of Texas state laws, district court orders, and well beyond the reach of our community governing documents aka covenant. Alliance Association Bank works with property management companies like XXXX XXXX, not HOAs, its a very important distinction. Our web portal link to the bank is XXXX not XXXX, so there should be no doubt about who has control of the XXXX XXXX bank account at Alliance Association Bank. If I were a betting man, I would have my money on XXXX XXXX XXXX, our former property manager and current property director, a position they mustve created just for her. I would be very surprised if any of the board members actually have access to the bank account as required by the covenant. For these reasons and more, I thought it was only appropriate to file this formal complaint with the CFPB and I hope a referral to US Attorneys Office and/or FBI field office to investigate this matter further will soon follow. Thank you, I look forward to your response and guidance.","date_sent_to_company":"2024-08-10T08:02:27.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"78665","tags":null,"has_narrative":true,"complaint_id":"9776853","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WESTERN ALLIANCE BANCORPORATION","date_received":"2024-08-10T07:31:00.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Well, spoiler alert, theres nothing special about <em>deceptive</em> business <em>practices</em>, thats why Texas has the <em>Deceptive</em> Trade <em>Practices</em> Act and the federal government has the Consumer Financial Protection Bureau."]},"sort":[12.0878,"9776853"]},{"_index":"complaint-public-v1","_id":"19264575","_score":11.997671,"_source":{"product":"Prepaid card","complaint_what_happened":"CFPB FORMAL COMPLAINT : CONSUMER STATEMENT DATE : XX/XX/XXXX RE : Order # XXXX | Transaction Date : XX/XX/XXXX | Amount : {$610.00} PARTIES INVOLVED : the consumer /victim, The merchant ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ), XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX cash app ) SUBJECT : Material Misrepresentation, Non-Conforming Goods, Latent Defect, Customs Fraud XXXX Tariff Evasion, Commercial Misrepresentation, Bait and Switch, Fraud in the Inducement, Circumvention of XXXX, Falsification of Documents, Wire Fraud, Breach of Express Warranty, Unjust Enrichment, Substantive Fraud, Unjust Unconscionability, Breach of the Implied Covenant of Good Faith and Fair Dealing, Failure of Consideration ( Services Not Rendered ), Facilitation of Fraud , Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ), Bad Faith Adjudication, and False Advertisement I the victim/consumer am reaching out to the CFPB for help because I have been victimized by a sophisticated international fraud scheme, and my bank, XXXX XXXX ( Cash App ), is refusing to protect me. They are hiding behind an internal \" XXXX rule '' to deny my claim, but I am well within the XXXX window mandated by XXXX XXXX XXXX XXXX. This isn't just a \" bad purchase '' this involves Wire Fraud and Customs Fraud that the merchant has actually admitted to in writing. \n\n\nI filed a formal dispute for a full reversal of funds, On the grounds of : XXXX. \" Material Misrepresentation, '' \" Non-Conforming Goods, '' and \" Latent Defect The products were explicitly advertised and sold as \" 100 % Raw Vietnamese human hair. It appears as high quality until it is subjected to styling products, styling tools/Heat or moisture ( even if it is in the air ). The quality will fail and start to exhibit its true synthetic composition by melting, extreme tangling and matting until it eventually begins to shed/deteriorate completely overtime. It is common knowledge and common practice that most reputable Wig companies ( that manufacture 100 % human hair wigs ) have an explicit return policy, that once you work/style a unit ( even if you just wash it ), you void your right for a return. This is a clear case of \" consumer catch XXXX ''. In order to discover these defects, I had to work/use the hair. However, once used, XXXX system rejects return requests. These defects are \" latent '' you have to use the product to find the defect, the act of using it was then used by the merchant to void my protection. \n\nXXXX. XXXX XXXX, Tariff Evasion, Commercial Misrepresentation, Bait and Switch, Fraud in the Inducement, Circumvention of Safeguards, Falsification of Documents, Wire Fraud, Deceptive Trade Practices, Breach of Express Warranty, Mail Fraud, Unjust Enrichment The merchant ( XXXX XXXX / XXXX XXXXXXXX XXXX XXXX XXXX XXXX ) utilized a fraudulent \" Tax-Free '' dummy shipping address in XXXX on XXXX official XXXX order XXXX to bypass XXXX XXXXe ( I did not realize this at the time ) I was fully willing to pay any necessary taxes or shipping fees. \nThe Merchant was solely responsible for her own actions, using a tax free address, the mislabeling, and her tax inclusive courier service. \nWhen she told me that she had already shipped the items, she sent me a copy of the shipping document and in the contents section I saw it was labeled \" XXXX synthetic '', andeven though it was too late to mention anything ( because she had already shipped the package ) I asked her if she was sure that these units being sent were \" 100 % XXXX XXXX XXXX  '' and she replied ( lied ) to me : stating \" Yes friend, it is XXXX XXXX XXXX. \" I purchased the units on XX/XX/XXXX. When I finally recieved the package at my ftont door via XXXX XXXX on XX/XX/XXXX, I examined them quickly and they appeared to be actual hair though I noticed there were no labels on the bag or tags on the units stating their fiber content ( 100 % human hair ). On XX/XX/XXXX I had a social event to attend and I decided to finally use XXXX of the units ( XXXX inch loose deep wave {$390.00} ) that is when I discovered the defects. The XXXX began to exhibit extreme tangling and matting the moment it hit the water, it did not react in any way that is consistent with \" natural human hair ''. The reaction was a catastrophic, the strands began to tangle clump up and become matted ( As synthetic wigs do when exposed to moisture ). XX/XX/XXXX I took the wig unit to a professional hair dresser/wig enthusiast for a \" second opinion '' the hair technician, apologized to me because unfortunately \" \" the wig units are not 100 % human but infact made of a \" synthetic blend. '' \" when I first initiated a complaint to the merchant, on XX/XX/XXXX, she told me the factory had verified my order as \" 100 % human hair '', I then confronted her about the synthetic labeling on the shipping documents and she claimed the hair was human, and that the mislabeling is a kind of common practice between the merchant and the shipping company to avoid paying tariffs, involving me ( unknowingly ) in a federal crime. I believe she did this in an attempt to discredit me once I did discover the fraud, and tried to submit any claim. The fact is I paid for XXXX raw human hair wig units at {$600.00} ( the final total was {$610.00} ) and even offered to pay extra for a rush shipment The merchant told me If I purchased these XXXX, my shipping would be FREE. From there on, as far as I knew at the time, the shipping etc ..., was the duty of the merchant who is solely responsible for getting the products to me as far as I was concerned Her business practices, methods and ways of doing things were irrelevant to me, the way she stated these things to me I was under the impression as though she were providing me with legitimate customer service, I did not know her intentions were to commit federal crimes, defraud me, exploit me and this transaction to do so. As a new user to the XXXX platform with a lack of knowledge and experience concerning the processes and laws of importing and exporting goods, I believe I was targeted and taken full advantage of by this predatory seller who I had whole-heartedly trusted not to do something like this to me. \n\n\nXXXX. \" Violation of the FTC Textile Act '' I received these wig units in generic plastic packaging that only stated their length & texture but not their Fiber Composition ( It did not say on their individual bags if they were 100 % human or 100 % synthetic wig units ) The Textile Fiber Products Identification Act and FTC 16 CFR Part XXXX require that all hair products be labeled accurately regarding their fiber content ( XXXX XXXX XXXX XXXX XXXXXXXX mislabeled or unlabeled textile products is an illegal trade practice. A bank can not force me to pay for a transaction that was carried out through illegal means ( unlabeled bags/mislabeled contents ). \n\n\n\nXXXX. \" My attempt to return the items, the atrocious merchant and the unsatisfactory dispute resolution. '' When XXXX would not step in I was left XXXX deal with this merchant on my own, I was willing to return the items as well as pay to ship it back, as long as the merchant gave me their iron clad word that I would get back 100 % refund of what I paid for the XXXX units because they are not 100 % authentic. However, the merchants response was that the factory would only accept a return for the XXXX straight synthetic blended wig unit I did not use ( {$200.00} ), that it didn't even matter if I didn't send it back in its original packaging, as long as the wig unit was unused and could be resold ( passed off as a brand new fraudulent unit to another unsuspecting customer ). \nThis was not a satisfactory solution, it shouldn't matter if I had worked with it or not the defects were latent and they were not the 100 % raw vietnamese human hair wig units that I paid {$610.00} for. After discovering how strategic and sophisticatedly I had been defrauded and that I unknowingly been coerced into this merchants illegal activities, and that this entire transaction was illegal from the start, I Realized the true atrocious nature of this merchant, her deceptiveness and questionable business practices, not underestimating what she could be capable of, I no longer felt safe having any further correspondence with this individual \" XXXX XXXX '' or the hair factory in which she claimed to answer to. under XXXX XXXX XXXX, I am not required to return merchandise when the merchant has engaged in material misrepresentation and illegal business practices that make a return legally compromised or unsafe. \n\n\nXXXX. \" Deceptive Trade Practices ( Bait-and-Switch ), Substantive Unconscionability, Breach of the Implied Covenant of Good Faith and Fair Dealing, Failure of Consideration ( Services Not Rendered ), Facilitation of Fraud Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ), Bad Faith Adjudication, False Advertising '' The platform XXXX, That facilitated this transaction engaged in Deceptive Trade Practices by advertising a contractual guarantee ( Trade Assurance ) that they fundamentally failed to honor, despite clear evidence of merchant fraud. This constitutes XXXX XXXX and a XXXX of XXXX XXXX. XXXX marketing materials and XXXX XXXX ' advertisements promised XXXX % XXXX XXXX ' and a XXXX XXXX ' if the product did not match the description. I relied on these promises of transparency and legitimacy when choosing to shop here and purchase from XXXX of their 'Verified Suppliers. ' It boasts claims that no other e-commerce platform does, providing millions of customers with nothing more than a false sense of security, a sense of security that led me to confidently shop and purchase there as a new customer. I reached out to XXXX XXXX constantly. Despite XXXX XXXX XXXXXXXX XXXX of their own dispute rules ( concerning fraud ), XXXX would not waive, override or extend any of its policies or return windows. I was repeatedly denied on the grounds that I was past the XX/XX/XXXX day window. I chatted with customer support on the platform as well as through E-mail, I submitted screen shots of the conversation between the merchant and I, I submitted dispute letter after dispute letter explaining the fraud and warning them that if a satisfactory resolution was not met, that I would report the incident to the FTC. On my final attempt, trying to explain this matter to a different representative ( with hope that I would get a better or atleast different outcome ) after I provided all evidence of the merchant 's fraud and confession, the XXXX support agent closed the chat session with me without explanation. This total disregard is why I have filed with the Federal Trade Commission ( FTC ) both against the merchant for XXXX fraud and the XXXX e-commerce platform for facilitating fraudulent transactions, and not keeping to what the platform boast in their advertisements, so as a last resort I filed for a chargeback with my financial institution ( XXXXXXXX XXXX ) as a last attempt to seek justice. \n\n\nDENIED PASSED THE XXXX DAY WINDOW I never knew I could ask my bank for a chargeback until I realized I was a victim of a crime and began to do my research. I am a hard-working person who was targeted by a sophisticated scam. My bank ( XXXXXXXX XXXX ) wont help me so now I am seeking justice from the CFPB. XXXXXXXX XXXX denied my claim because of a \" XXXX '' internal rule. However, because this is a XXXX XXXX XXXX, they are required to follow XXXX XXXX XXXX. This rule gives me XXXX days to dispute items that are \" Not as Described. '' I am well within that XXXX window.Given the recent FDIC Consent Orders against XXXXXXXX XXXX regarding their failure to monitor XXXXparty risk and their history of deficient fraud investigations, their refusal to honor the XXXX XXXX dispute window in this case is a continuation of documented regulatory negligence. \nXXXXXXXX XXXX is currently operating under FDIC Consent Order ( FDIC-23-0104b ) due to deficiencies in their oversight of third-party programs and consumer compliance. By refusing to honor the Visa XXXX dispute window for a documented case of Wire Fraud and Dummy Address manipulation, the Bank is continuing the exact patterns of regulatory negligence identified by the FDIC. Their internal XXXX policy does not supersede Federal consumer protections or XXXX XXXX XXXX XXXX \nXXXXXXXX XXXX is facilitating this fraud activity through regulatory negligence and a failure to exercise due diligence. Essentially, by strictly following an internal \" XXXX '' calendar rather than investigating the actual facts, they are acting as a \" clearinghouse '' for a criminal scheme. \n\n\n\n\n\n\n\n\n\n\nHere is exactly how they are facilitating it : XXXX. Violation of the \" XXXX XXXX Rules '' When XXXXXXXX XXXX issued me that Visa Debit card, they signed a contract with Visa. Under XXXX XXXX XXXX, they are required to protect me for XXXX days in cases of \" XXXX Not as Described. '' The Facilitation : By ignoring the XXXX rule and using a shorter XXXX window, they are effectively protecting the merchants stolen money instead of your consumer rights. \n\n\n\n\nXXXX. Ignoring \" XXXX XXXX '' ( XXXX XXXX ) In a proper fraud investigation, a bank is supposed to look at the shipping data. \nThe Facilitation : The records show the merchant shipped to a Tax-Free address in XXXX while XXXX am in XXXX  This is a massive red flag for \" XXXX XXXX. '' By refusing to look at this discrepancy, the bank is allowing the merchant to use their financial system to complete a Wire Fraud scheme. \n\n\n\n\n\nXXXX. Assisting in \" Customs Fraud '' The merchant admitted in writing that she mislabeled the goods to evade U.S. taxes. \nThe Facilitation : Once I notified the bank of this admission, they became \" on notice '' of a crime. By refusing to reverse the charge, they are helping the merchant successfully collect the proceeds of a Federal Customs Violation. Under Anti-Money Laundering ( XXXX  ) laws, banks are supposed to stop transactions that involve illegal activity. \n\n\n\n\n\n\n\nXXXX. Failure to Recognize \" Latent Defects '' Banking law ( and the UCC ) recognizes that some frauds are hidden.\n\nThe Facilitation : The bank is acting as if I should have known the hair was fake the day it arrived. By not acknowledging that the defect was latent ( hidden until water was applied ), they are holding me to an impossible standard of inspection, which favors the scammer. \n\n\n\n\n\nXXXX. Lack of Oversight ( The FDIC Connection ) As mentioned earlier, the FDIC Consent Order ( XXXX ) specifically called out XXXXXXXX XXXX for not properly monitoring its partners like Cash App. \nThe Facilitation : They have outsourced their \" customer service '' to Cash App 's automated bots and low-level agents who aren't trained in complex fraud. This \" laziness '' in their business model creates a safe haven for international scammers to operate without fear of a chargeback. \n\n\n\n\n\n\nI am a victim of sophisticated international merchant fraud. I performed extensive due diligence to substantiate these criminal allegations before filing. XXXXXXXX XXXX XXXX refusal to exercise my XXXX XXXX rights allows a predatory merchant to retain funds obtained through illegal trade practices. I humbly ask that the CFPB compel XXXX XXXX to reopen this investigation and process a full reversal of the {$610.00}. the banks failure to act constitutes a secondary injury to me ( the consumer/victim ) As a frequent user of various e-commerce platforms, I have never encountered a situation of this magnitude. Of all things that could go wrong, you never expect a problem like this. I never knew a simple process could become so complicated by just XXXX persons selfish motives. Initially, I was hesitant to come forward, assumingbased on past experiencesthat I would simply have to absorb the financial loss. However, given the significant cost of these items and the profound sense of injustice I felt by this merchant and a platform that underhandedly gained my trust, I refused to remain silent. my delay is due to the facts that these defects were latent and Because of my serious allegations of fraud, I felt a professional and ethical obligation to ensure my case was 100 % substantiated before filing. This period of due diligence was necessary to confirm that the products received were not merely \" low quality, '' but a legally non-conforming items that violates federal standards. Despite the time it took to I gather the technical evidence necessary to prove that I am a victim of a sophisticated fraudulent transaction I made sure i was still within XXXX  day visa window. \n\nSincerely, XXXX","date_sent_to_company":"2026-02-10T12:32:14.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"96792","tags":null,"has_narrative":true,"complaint_id":"19264575","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-02-05T05:55:41.000Z","state":"HI","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["any necessary taxes or shipping <em>fees</em>."]},"sort":[11.997671,"19264575"]},{"_index":"complaint-public-v1","_id":"13804994","_score":11.817263,"_source":{"product":"Mortgage","complaint_what_happened":"I recently closed on the sale of my property through a VA loan assumption. \n\nMy current lender 's mortgage servicer, Dovenmuehle Mortgage Incorporated ( DMI ) took 6 months to close on the sale of my home due to erroneous and illegal requirements the company has as its policy. This institutions policies are unethical, discriminatory, predatory and illegal under Federal Law.\n\nFirstly, the company violated Regulation Z/TILA, by not disclosing fees properly.\n\nSecondly, the company also violated Federal Law by requiring that the buyer pay over {$3000.00} in assumption fees prior to submitting his loan to underwriting. \n\nLastly, the company has repeatedly requested documentation that is not needed or that has already been submitted. They have ignored phone calls and emails and failed to answer simple questions and requests throughout the process. Overall took every step they could to delay and illegally deny myself and the veteran buyer our rights to VA home loans, while at the same time misrepresenting their relationship with the VA by stating they have a representative their that works with them on the process. \n\nThe most recent issue I have had follows : The sale of my property closed on XX/XX/XXXX. Afterwards, on XX/XX/XXXX, DMI requested my title company send a newly signed assumption agreement with my wife 's signature. This was never requested prior to this and is not needed. My wife was never listed on the loan or title as an owner as I purchased the property prior to marriage. The company has a copy of the signed and approved assumption agreement as well as all other documentation needed. \n\nI am no longer the owner of the property however, DMI continues to delay processing my assumption due to erroneous requirements. This is just one issue in a long line of erroneous and illegal requirements in order to delay the assumption of my property, which I will outline below.\n\nFirstly, DMI required the buyer pay an assumption fee, which includes closing costs such as the VA funding fee, for a total of thousands of dollars be paid prior to submitting the buyer 's loan application to underwriting. \n\nThe amount requested as an assumption fee changed several times while I and my title company have been attempting to clarify this issue with the bank. This requirement directly violates VA policies, federal regulations and the normal industry standard of paying closing costs at closing and not prior to loan submission and approval. \n\nFurthermore, the fact that these fees needed to be paid upfront prior to loan underwriting was never disclosed to me until XX/XX/XXXX- this is months after I and the buyer had submitted our assumption application in XX/XX/XXXX. I contacted my bank 's Chief Lending Officer and President of Home Loans on Thursday, XX/XX/XXXX via email after I nor my title company had received any response to our multiple inquiries over email and phone over the course of several days. On Friday, XX/XX/XXXX the bank confirmed with me that it is the bank 's policy to collect this assumption fee prior to submitting the buyer 's loan application to underwriting. \n\nThe bank 's stated policy with assumption fees and charging closing costs prior to loan approval directly contradict the below regulations and VA guidelines. These outline the specific fees that can be charged by lenders to include a maximum {$300.00} charge for assumption fees- we were required to pay thousands in assumption fees by labeling the closing costs and VA funding fee as an assumption fee which the lender is required to be paid prior to loan submission to underwriting. \n\nFurthermore, these guidelines state that the funding fee should be paid at close or upon loan transfer and specifically outline the process of assumption and when these fees are to be paid. XXXX : XXXX XXXX,. XXXX XXXX : XXXX XXXX. XXXXXX/XX/XXXXXXXX I reached out the VA who advised me that, yes, the maximum assumption fee to be charged for\n\nVA assumption is {$300.00} and that the VA funding fee is a closing cost and should not be required prior to loan submission and underwriting. I would also like to note that these practices appear to me to be unfairly discriminatory against veterans and their processing procedures for VA assumption applications appear to be intentionally delayed in order to\ndiscourage veteran 's use of a fundamental feature of the VA loan since assumptions do not earn a significant revenue stream for the company. This banks policy of requesting thousands of dollars in fees prior to loan underwriting seem discriminatory against veterans and appear to be unfair and deceptive practices particularly when these fees were not disclosed months after the loan application was submitted. \n\nSee below on clarification on discrimination allegations at DMI against veterans. Please note if you look through XX/XX/XXXXXXXX reviews you will find various people who have had similar treatment and who were denied their right as a veteran to use the assumption process with a VA loan. \n\nDiscrimination Allegation Clarification DMI 's lending practices, specifically its Veterans Affairs loan assumption processing procedures appear to be unfairly discriminatory against veterans. DMI intentionally through their policy and unintentionally through gross negligence attempted to block the assumption and sale of my property from XX/XX/XXXX- XX/XX/XXXX. \n\nDMIs assumption loan processing procedures are not in accordance with federal regulation and VA assumption procedures and discriminatory against veterans for the following reasons : XXXX. They charge assumption fees to veterans, and only veterans, for greater than the specified amount of {$300.00} in violation of VA loan regulations. \n2. They require closing costs to be paid by veterans up front for VA loan assumptions in violation of CFR and attempt to deny veterans their benefit of assumption by using closing costs as a defacto application fee in violation of VA loan regulations.\n\n3. They do not disclose to veterans that their bank policies require the above fees to be paid directly to the bank prior to loan underwriting rather than at closing in violation of Regulation Z, TILA. \n4. They intentionally delay veterans VA loan assumption submissions beyond the specified timeline in violation of VA loan regulations.\n\n5. They have a near-impossible to meet requirement of requiring a recorded deed prior to approving VA assumptions and closing of sales. Recordation of the deed and assumption must be done simultaneously as it is not possible to transfer title prior to assumption being approved.\n\n6. DMI appears to be actively deprioritizing and delaying the approval of VA assumptions unfairly targeting veterans.\n\n7. DMI mispresents their relationship with the VA by stating they have veteran affairs staff who they work hand in hand with, which is not the case as they do not even know the correct processes or procedures shown by their multiple violations.\n\nI. Closing Costs, Assumption Fees, VA Funding Fee Firstly, DMI required closing costs, such as the VA Funding Fee to be paid up front prior to loan assumption underwriting in the form of assumption fees. This appears to be incorrect and discriminatory for several reasons. VA assumption procedures limit assumption fees to {$300.00} via XXXX XXXX or {$460.00} through XXXX XXXX, XXXX XXXX XXXX. The buyer of my property was charged {$3900.00} in assumption fees prior to the bank submitting his loan application to underwriting. These charges included closing costs and were specifically stated to be assumption fees which were required to be paid to DMI before the loan application would be sent to underwriting or approved. \n\nAdditionally, this amount changed several times over the course of the several months and we were never disclosed that these fees were to be paid prior to closing and even prior to loan underwriting in contradiction of normal lending and closing practices. \n\nSecondly, the VA funding fee and other typical closing costs are expressly instructed to be paid at closing/time of transfer in XXXX XXXXXX/XX/XXXX XXXX XXXX These closing costs are not due to the lender prior to loan underwriting as DMI currently requires. \n\nThirdly, DMI is not processing VA home loan assumptions within the timeframes established in federal law, by not submitting loan applications within 35 days of receipt. DMI 's policy of charging closing costs as an assumption fee prior to loan underwriting creates a situation where closing costs act as a de facto loan application fee for veterans using a home loan assumption. No other home loan or group of individuals, besides veterans, has the expectation or requirement that thousands of dollars in closing costs be paid directly to the lender prior to closing, let alone prior to a loan application approval, in the manner that this bank currently requires. \n\nThese policies on charging closing costs as assumption fees appear to be unfairly targeting veterans specifically and appear to operate contrary to federal regulation and VA procedures. DMI 's requirement of receiving payment of closing costs as assumption fees prior to loan underwriting appears to be an attempt at circumventing federal regulation and VA loan procedures that limit the amount that can be charged as assumption fees. This policy directly hinders their veteran customers abilities to use VA loan assumptions. \n\nII. Delays in Loan Application Processing and Assumption Approvals Additionally, besides the issues with the fees, DMI has been extremely slow in processing my VA home loan assumption. The process started in XXXX and they still have not completed the assumption even though the sale has already closed. \n\nTypical home sales take 30-60 days to close. We are reaching 6 months of delays after three missed closing deadlines due to the banks erroneous requirements. I do not know of any other kind of loan that requires this long to close, and it appears to only take this long for veterans using the VA assumption process. I know of many other lenders who have no issues closing on VA assumptions within a month or two. \n\nFurthermore, the VA requires approval or disapproval of the loan assumption within 35 days of receipt of the application. DMI is obviously aware of this requirement as they had the buyer change the date and re-sign his loan application after they had received the assumption fees since it had taken them much longer than the specified timeline to submit his application. DMI not only requested the above amount in assumption fees, but also requested differing amounts at several different times starting with over {$11000.00}, which was not disclosed until XX/XX/XXXXwhile the loan assumption application was submitted in XX/XX/XXXX. \n\nAfter DMI received the requested amount of {$3900.00} they instructed the title company to send them the recorded deed prior to the approval of the assumption agreement. This is impossible until the assumption agreement is approved because the sale is contingent upon the approval of the assumption. \n\nMy title company explained that the deed and assumption agreement should be recorded simultaneously, but was then continuously instructed by the bank that they would not approve the assumption until the deed had been transferred, once again further delaying closing. It was only after my lender and DMI discovered that I had contacted the FDIC that they decided to give a special exemption to company policy and send the title company some of the documents needed to close the sale, but they continue to ignore my title company 's request for all of the information and documentation needed to close the sale. \n\nThe title company repeatedly requested that DMI correct their assumption agreement documentation as it stated that I am single, while the deed of sale, which was sent to them multiple times times, clearly states I am married. DMI also refuses to provide documentation to the title company stating whether they require modification endorsement or not and is not providing the title company information needed to close the sale.\n\nIn effect, DMI has attempted to delay or outright deny me the ability use my VA loan assumption benefit, and I suspect since DMI staff told me this is their normal processes and procedures that many other veterans have been denied this same right through the banks practices. \n\nIII. Effect on Veterans I believe the intent behind all of these actions is to slow down and delay the home loan assumption process as much as possible while at the same time creating a massive unfair financial burden on veterans who would like to assume loans in a systemic effort to dissuade or prevent veterans from buying or selling property using VA home loan assumptions which are a fundamental feature of the VA home loan program. \n\nI suspect this practice has not only affected myself and the buyer of my property but a large number of veterans by delaying assumption approvals until a loss of sale or foreclosure occurs. I would not be surprised to discover that this institution has approved very few if not any VA loan assumptions. This is due to several reasons. \n\nFirstly, they delay assumptions for months at a time and their policies of charging thousands of dollars prior to underwriting make it likely that many buyers would back out of any sale. \n\nSecondly, the requirement of requiring a recorded deed prior to assumption approval makes it impossible to close in most if not all cases- I am not sure how it would be possible. \n\nThirdly, when repeatedly asked about endorsement requirements by the title company, the bank did not even know what the title company was referring to and did not know what ALTA 11 or endorsement modifications were.\n\nFourthly, they apparently do not know the correct processes and lender responsibilities when conducting an assumption in regards to CFR and VA regulations. \n\nOverall, these factors make it seem that they have little to no experience with actually closing assumptions. I believe this to be intentional and by design of their policies. \n\nOther lenders such as XXXXXX/XX/XXXX have been found to be using very similar techniques to prevent veterans from using their VA loan benefits. And still a large group of other lenders have been found to charge illegal fees to veterans for VA loans. I believe that DMI is doing the exact same thing as these banks which were previously fined and sued over similar illegal activities. \n\nI will discuss each topic in more detail below with references from the VA and Federal Regulations. XXXX. Regulations on charging assumption fees. XXXX bank required the buyer of my property to pay {$3900.00} in assumption fees prior to submitting the buyers loan application to underwriting disregarding XXXX XXXX, VA XXXX XXXX and their limit of {$300.00} assumption fee charge. Page XXXX, of XX/XX/XXXXXXXX XXXX states the following : ( f ) Assumption Fees : The holder or servicer may charge an assumption processing fee not to exceed {$300.00} on assumptions processed by holders or servicers with automatic authority, or {$250.00} on assumptions that require VA prior approval. This fee is intended to cover all costs of underwriting, processing and closing the assumption. If the loan is disapproved, and the assumption fee was collected previously, the portion attributable to changing the loan records, {$50.00}, must be returned to the party who paid the fee if the loan remains disapproved after 60 calendar days ( to allow time for processing requested appeals ). DMI responded to my inquiry on why they were charging over {$300.00} for assumption fees by stating that it was their banks policy to collect these fees prior to underwriting. Later in writing in response to my FDIC complaint my lender stated that the bank/DMI was correct in charging over {$300.00} in assumption fees due to XX/XX/XXXXXXXX XXXX which allows for the collection of fees exceeding {$300.00}. While XX/XX/XXXX XXXX XXXX XXXX XXXX allow for collecting fees over {$300.00}, it is quite irrelevant to this case as it limits assumption fees to {$460.00} ( see TableXX/XX/XXXX below ). \n\nFrankly, their reason for charging {$3900.00} is not accounted for by the VA Assumption Locality Variance despite the DMIs claim. DMI also misrepresents closing costs such as the VA Funding Fee as assumption fees and requires payment of these fees up front prior to submitting the assumption application to underwriting. After I contacted the CEO of my lender on my concerns with these fees, there was an attempt by DMI to recall e-mails which requested these fees, in what I believe is an attempt to hide any proof of wrongdoing in regards to these fees. \n\n2. Regulations on charging closing costs prior to loan underwriting. 38 USC 3729, clearly states that the VA funding fee must be paid to the holder immediately following loan settlement. Based on this, I believe this fee should not be collected prior to loan underwriting as the bank is currently requiring. Reference : ( Authority : 38 U.S.C. 3729 ) ( 2 ) Subject to the limitations set out in this section, a fee of one-half of one percent of the loan balance must be paid to the Secretary in a manner prescribed by the Secretary by a person assuming a loan to which 38 U.S.C. 3714 applies. The instrument securing such a loan shall contain a provision describing the right of the holder to collect this fee as trustee for the Department of Veterans Affairs. The loan holder shall list the amount of this fee in every assumption statement provided and include a notice that the fee must be paid to the holder immediately following loan settlement. The fee must be transmitted to the Secretary within 15 days of the receipt by the holder of the notice of transfer. 38 USC 3712 also states that the funding fee is to be paid at loan closing. Reference : ( Authority : 38 U.S.C. 3712 ; 42 U.S.C. 4001 note, 4012a ) ( b ) A lender may charge and the veteran may pay a flat charge not exceeding one ( 1 ) percent of the amount of the loan less the portion thereof allocated to the manufactured home : Provided, That such flat charge shall be in lieu of all other charges relating to costs of 36.4254 origination not expressly specified and allowed in this schedule. ( c ) Except for a refinancing loan pursuant to 38 U.S.C. 3712 ( a ) ( 1 ) ( F ) or ( G ) fees and charges specified in this section may not be included in the loan. ( d ) ( 1 ) Notwithstanding the provisions of paragraph ( c ) of this section and subject to the limitations set out in paragraphs ( d ) ( 4 ) and ( d ) ( 5 ) of this section, a fee must be paid to the Secretary. A fee of 1 percent of the total loan amount must be paid to the Secretary before a combination manufactured home and lot loan ( or a loan to purchase a lot upon which a manufactured home owned by the veteran will be placed ) will be eligible for guaranty. Provided, however, that the fee shall be 0.50 percent of the total loan amount for interest rate reduction refinancing loans guaranteed under 38 U.S.C. 3712 ( a ) ( 1 ) ( F ). All or part of such fee may be paid in cash at loan closing or all or part of the fee may be included in the loan without regard to the reasonable value of the property or the computed maximum loan amount, as appropriate. In computing the fee, the lender will disregard any amount included in the loan to enable the borrower to pay such fee. \n\nThe VA XXXX XXXX XXXX also states that these fees are due at loan closing ( see below ). Reference :XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX : Borrower Fees and Charges and the VA Funding Fee Topic 8 : The VA Funding Fee a. The Lenders Role - verify the status of any veteran who may be exempt from paying the funding fee ; determine the amount of funding fee owed by any non-exempt borrower ; - collect the appropriate fee from all non-exempt borrowers at loan closing ;XX/XX/XXXX: How to Process VA Loans and Submit them to VA m. Funding Fee - At loan transfer, the purchaser is required to pay a funding fee to the servicer equal to onehalf of one percent of the loan balance as of the date of transfer. See Chapter 8 of this handbook for information on other exemptions from the funding fee and how to verify exemption status. When the transfer is a result of an unrestricted transfer, a funding fee is not required. The fee must be paid to VA within 15 calendar days of the date of assumption using the VA Funding Fee Payment System VA FFPS. The VA funding fee can not be financed into the loan being assumed. It must be paid in cash at the time of transfer. The below paragraph states if the application for ownership transfer is approved, then, the lender must notify the seller of the amount of funding fee to be paid. Once again this shows that the funding fee is not due prior to submitting the loan application to underwriting. \n\nh. Decision Notices Approvals : If the application for ownership transfer is approved, the servicer must notify the seller and include instructions for the assumption of liability by the purchaser, the amount of funding fee that must be paid, and documentation needed to complete the process. t. Documentation Requirements Processing charges and VA funding fees will be applicable upon transfer. Reference : Chapter 9 : Legal Instruments, Liens, Escrows, and Related Issues Funding Fee Clause A fee equal to one-half of one percent of the balance of this loan as of the date of transfer of the property shall be payable at the time of transfer to the loan holder or its authorized agent, as trustee for the VA. If the assumer fails to pay this fee at the time of transfer, the fee shall constitute an additional debt to that already secured by this instrument, shall bear interest at the rate herein provided, and at the option of the payee of the indebtedness hereby secured or any transferee thereof, shall be immediately due and payable. This fee is automatically waived if the assumer is exempt under the provisions of 38 U.S.C. 3729 ( c ).\n\n3. Regulations on VA Assumption Approval Timeline The assumption process has taken months, and DMI appears to be continuously adding new requirements in order to delay the closing of the assumption for as long as possible. They have repeatedly requested documents they have already received. They also repeatedly ignored questions from the title company who are forced to ask the same questions over and over without receiving an actual response to their questions. The loan assumption should have had approval or disapproval within 35 days of receipt of the loan application ; DMI confirmed receipt of everything needed in XXXX and after that requested assumption fees before proceeding to submit the loan application to underwriting, delaying the loan submission well beyond the required deadline. \n\nAfter receiving the requested fees, the bank then asked for the recorded deed which is impossible to get until the assumption agreement is approved further delaying closing of the sale and assumption. VA XXXX XXXX states holders with automatic authority must submit the loan application to the VA within 35 days of receipt. The same circular also states : When a holder willfully refuses to process an assumption package in accordance with XXXX XXXXXX/XX/XXXXand associated regulations, such actions negatively affect Veterans ability to use their earned VA- guaranteed home loan benefits, including selling their home through an assumption. Moreover, such a willful failure to comply with applicable law regarding assumptions constitutes a defense against VAs liability on the guaranty.\n\nDMI had also failed to provide the title company with written documentation of whether an endorsement modification such aXX/XX/XXXXs needed and told me directly that they do not even know what that is. Furthermore, DMI refused to correct their assumption agreement which lists me as single making it impossible for closing to occur as the sale deed and assumption agreement must match which has been explained to them by the title company on over 10 occasions.\n\nDMI has been provided with multiple copies of the deed showing that I am married and have even received my marriage certificate. By not correcting their mistake in the assumption agreement DMI intentionally attempted to stopp the closing and sale of my property by not providing a simple edit of the assumption agreement or written clarification on whether an endorsement modification is needed. \n\nFurthermore, after my title company received permission to edit the assumption agreement to state I was married from my lender, we were able to close on XX/XX/XXXX. On XX/XX/XXXX, DMI reached out to the title company and asked them to redo the assumption agreement to have my wife 's signature. This is not needed- my wife was never on the loan or the title of the home.\n\nBy not processing loan assumption within the given timeframe DMI is negatively and purposely affecting Veterans ability to use their VA home loan benefits. \n\n4. Possible Truth in Lending Violations DMI had the buyer re-sign his previously submitted loan application in order to circumvent the VA regulations timeline.\n\nDMI never disclosed that their assumption fees nor closing costs needed to be paid prior to underwriting.\n\nDMI attempted to recall previously sent emails in order to obscure written record of asking for assumption fees. \n\nXXXX. Conclusion Based on my experience over the past 6 months with this mortgage servicer, I think overall their actions show that is engaged in deceptive and discriminatory practices against veterans. \n\nI imagine these same issues have negatively affected a large number of veteran customers who desire or have desired to use their VA loan assumption benefit. In my opinion, DMI is clearly not following the VA home loan procedures or the federal regulations which govern it and are actively targeting veterans in attempts to effectively deny veterans the use of their VA home loan benefits by charging fees prior to closing and delaying the assumption process as much as possible making assumptions near-impossible for veterans.\n\nThe only reason for DMI 's action that I can imagine is that the bank is limited on how much profit they can make through these VA loan assumptions and would much rather force buyers to pay origination fees and higher interest rates on new loans instead of allowing veterans to assume VA loans for low fees at a lower interest rates. \n\nMy suspicion is that DMI along with my lender are actively and purposefully deprioritizing and delaying VA loan assumptions through these erroneous requirements and gross negligence in hopes that any VA loan assumption application submitted will not close in a timely manner or will be unable to close at all through these unusual policies and requirements. \n\nIn delaying and effectively denying these assumptions through their erroneous and illegal requirements, the lender can originate a new loan making the company more profit. In extreme cases these delays can cause the loss of sale and a subsequent foreclosure in which the bank can seize the property and sell for an even greater profit. \n\nAssumptions are often used as a convenient and easy way for veterans to get out of a loan that they can no longer afford payments on. Therefore, if the DMI 's assumption process takes an unreasonable amount of time ( which from personal experience it does ) I suspect that actions such as this would be a natural consequence. I personally could have been forced into a foreclosure if DMI continued to refuse to cooperate in the assumption process and at the very least would most likely have lost my sale resulting in the personal loss of over {$100000.00} not to mention the costs I have had to hold while waiting for this assumption to close or the time and mental energy I have had to spend to attempt to close on this assumption.\n\nOverall, DMI 's assumption policies and procedures appear to be in violation of CFR and furthermore appear to be intentionally and specifically targeting veterans and their ability to use VA home loan assumption which is a fundamental feature of the VA loan.","date_sent_to_company":"2025-05-30T20:14:07.000Z","issue":"Closing on a mortgage","sub_product":"VA mortgage","zip_code":"89406","tags":"Servicemember","has_narrative":true,"complaint_id":"13804994","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2025-05-30T19:29:04.000Z","state":"NV","company_public_response":null,"sub_issue":"Delays with the closing process"},"highlight":{"complaint_what_happened":["Conclusion Based on my experience over the past 6 months with this mortgage servicer, I think overall their actions show that is engaged in <em>deceptive</em> and discriminatory <em>practices</em> against veterans. \n\nI imagine these same issues have negatively affected a large number of veteran <em>customers</em> who desire or have desired to use their VA loan assumption benefit."]},"sort":[11.817263,"13804994"]},{"_index":"complaint-public-v1","_id":"2764108","_score":11.58508,"_source":{"product":"Mortgage","complaint_what_happened":"Our issues with these companies started on XX/XX/XXXX and continued through until XX/XX/XXXX. All supporting documentation is attached in the form of PDF files. I started to mark up the email document with important items in RED and my notations in Green but did not finish all 342 pages ... .. \n\nFirst and foremost it is our sincerest desire to stop Core Mortgages and XXXX from continuing to harm others in the future as we have been harmed. We believe at the most basic level they should be held accountable for the deceptive practices they engage in and the undue stress and anxiety that they placed on us as a result. Their breach of fiduciary duty and negligence, not to mention the unethical and illegal tactics and actions of XXXX/Core Mortgages, should at an absolute minimum result in a 100 percent refund of all of our closing fees as well as the removal of PMI from our loan, and a refund of the entire rate lock extension fee. They put us through two ( 2 ) months of XXXX and if it was not for my wife 's exceptionally detail oriented analysis as gained by a XXXX XXXX, of XXXX XXXX numbers game/con, he would have made us a victim without recourse just as I am certain they have perpetrated on countless others. They should be held accountable and punished to the fullest extent allowed by law for the fact that they could easily destroy a persons financial solvency or financial potential with a bad 30 year mortgage contract. Not many people could have done what my wife did to protect us, and I suspect there is a long trail of victims if his files were investigated. In hindsight, while reviewing all 342+ pages of emails, it is evident that XXXX XXXX knew the potential repercussions of his actions based on his continual timely insulation of himself from the proceedings underway via quips of \" if you are not comfortable I suggest you go elsewhere '' as a response to an official document request or an explanation of math problems errors in his emails. He knew very well that the level of investment that he had pushed us into at the date of that statement was so immense and the carrot of XXXX interest rate he kept dangling in front of us was great that it would mean that we were too committed to walk away. This is the response of a highly skilled manipulator to questioning. \n\nThey forced us into a rate lock extension fee and simultaneously fabricated a parcel issue which the XXXX/Core then spent most all of the additional time that were paying for to decide if they would accept our property for a loan. At the end of our rate lock extension time frame is was presented to us that we were very fortunate to have received approval and we should hurry up and choose or the lender will charge you yet another fee. Oh and by the way we are changing the terms of your CD, sign the new CD quickly or else .... Their veritable gun to our heads. \n\nFrom the first interaction XXXX XXXX ( Core Mortgage Services LLC ) set us up for a bait and switch interest rate. Firstly he fabricated a property value of {$410000.00} in order to show us a better than realistic interest rate when our application stated an expected appraised value of {$370000.00} maximum. \n\nHe refused to provide us an industry standard LOAN ESTIMATE and would only give us a \" Fee Schedule '' which did not allow us accurate and reliable information to rate shop other vendors. We asked many, many times for this and all he would ever send us was a Fees Worksheet. He even had the audacity to tell us on the phone What are you afraid of? I sent you the Fees Worksheet, its the same thing? Of course, he being a master manipulator and con-artist, would not have put that into an email though he snuck an official estimate in via the electronic esign site which we were inundated with notifications for early on but were not told what these were for. We asked no less than 12 + times for an official estimate over the next 30+ days. He finally, nonchalantly point out that he did send us a LOAN ESTIMATE via the electronic disclosures website. Conveniently we never signed it and he never once pointed to it in all of the dozens of request for this document. In reality we never knew it existed until in the end, when we threatened legal action against Core Mortgages and XXXX, demanding that ALL electronic documents that were locked an un-viewable, be sent to us. \nHe masked this document and hide it from us by an information dump of emails from the esign site which when logged into subsequently was not able to view any previous documents, only sign new. So that each and every time we logged in to sign yet another document we were never able to view the last document and therefor understand that they had issued an official estimate with inaccurate numbers previously. He knew we would have caught his false numbers and he would be forced to correct or explain it away. We were unable to rate shop apples to apples with XXXX XXXX or any other alternative vendor because we were told by our current mortgage servicer ( XXXX XXXX ) that we \" must get an official loan estimate ''. Furthermore we sent what XXXX XXXX was sending us and told he can not do this. He MUST give you an official LOAN ESTIMATE. \n\nThe day following the application submittal we were inundated with demands for large amounts of documents, letters, and other info for them to process a loan approval. It is important to note that we had not committed to using Core Mortgage, on the contrary we had many, many questions to ask at that moment instead. They were setting us up to commit ourselves to using them due to a large amounts of time and effort investment. Our email chain shows the skilled manipulation of the XXXX XXXX to invest us without answering our questions. They diverted attention from what they as subject matter experts knew would have given us the ability to make an informed decision. We have, through exhaustive research, during and post loan process uncovered the beginnings of the illegal and fraudulent handling of our loan with XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. \n\nThe over 342+ pages of emails ( in short form too ) which we painstakingly assembled into a single document one by one, with Core Mortgages documents a clear pattern of mis-information, altered numbers, dismissed and unanswered questions regarding the numbers, overly complicating answers with screenshots of rate charts for the day and long written math problems designed to confuse customers even though we continually asked for official documentation that we could easily compare to past information that he provided and not his \" screenshots and math problems ''. We were relegated to reviewing hundreds of emails with Core Mortgages in order to attempt to capture a picture of what the true numbers were or might be. \n\nHe altered our Closing Disclosure several times without a valid Change in Circumstance. We signed one such CD on XX/XX/XXXX and were told a week later that they must issue another because PMI was not on the signed version. It is important to note that the appraisal was back and all numbers were know at the time of this CD issuance. There was not a valid reason for them to force us into a new CD as there was not a valid reason for issuance of a CIC for the PMI. If this was an error on the part of the XXXX XXXX, one of a countless number of errors in reality, then that single fact alone does not justify the CIC or the subsequent new CD and changed closing numbers. We point blank, in no uncertain terms, told him and XXXX in writing that this was illegal and they were bound to the signed document. There was not a CIC on our part. It was a lender / underwriter / mortgage broker error. We were finally forced into signing a new CD with extra PMI included as well as a reduced lender credit to us. We were told \" you have 2 options '', you pay for PMI OR it will be lender paid PMI, either way the previous CD was not valid anymore. Simultaneously we were under threat of a rate lock extension fee and told to choose quickly or it will cost you even more to close. A veritable gun to the head tactic to get what they wanted, without any regard for the Fiduciary Duty of Core Mortgages to Us, the Customer. \n\nAdditionally we incurred a previous rate lock extension fee due to the inability of Core Mortgages to answer questions clearly and timely. They would not provide the documentation we asked for so we kept trying to attain \" legally binding '' document ( s ) for what we were being told by XXXX XXXX. In the end. We paid for the appraisal based on the statement by Core Mortgages that no \" legally binding document '' would be available until after the appraisal came back. If he was transparent and truthful about the hidden legal document that he had previously issued, an official loan estimate then he could have simply said so and pointed to that hidden document and we would have gone forward with the appraisal weeks earlier, therefor not incurring the fees for a rate lock extension. There was ZERO good faith in what we were being told by Core Mortgages and that became very clear as this process drug on for weeks and months longer. XXXX XXXX in many instances made references to \" not being in the office '' in order to avoid providing timely answers to our questions, yet a simple XXXX search shows that he works out of his home. His intent is evident. \n\nIn summary, upon reviewing all of the attached supporting documents it will be clear that Core Mortgages and XXXX are both culpable and liable for violating our rights, breach of fiduciary duty, and/or negligence. \n\nBoth organizations MUST be held accountable so that they can not continue to harm others.","date_sent_to_company":"2018-01-31T15:04:53.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"254XX","tags":null,"has_narrative":true,"complaint_id":"2764108","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Core Mortgage Services, LLC","date_received":"2017-12-26T16:26:09.000Z","state":"WV","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["We believe at the most basic level they should be held accountable for the <em>deceptive</em> <em>practices</em> they engage in and the undue stress and anxiety that they placed on us as a result. Their breach of fiduciary duty and negligence, not to mention the unethical and illegal tactics and actions of XXXX/Core Mortgages, should at an absolute minimum result in a 100 percent refund of all of our closing <em>fees</em> as well as the removal of PMI from our loan, and a refund of the entire rate lock extension <em>fee</em>."]},"sort":[11.58508,"2764108"]},{"_index":"complaint-public-v1","_id":"4131633","_score":10.914344,"_source":{"product":"Student loan","complaint_what_happened":"In Wells Fargo 's response to complaints XXXX XXXX, XXXX and XXXX } dated XXXX XX/XX/XXXX, Wells Fargo instructs me to provide them with documentation of \" attendance '' of my internship activity. I supplied such documents as attachments to to complaint XXXX. Specifically, I supplied : 1 ) the image of myself with identification as an intern on the fellowship page, 2 ) W2 for XXXX listing the total sums earned over the summer internship for XXXX. Wells Fargo 's response to XXXX was : \" We have reviewed the documents you shared with regard to your internship forbearance request and regret to inform you that these documents are not sufficient to review your student loan account for an Internship/Residency or Fellowship forbearance. \" Wells Fargo provided no guidance on what type of documentation they would require to process and review such a request and what per their policy constitutes \" attendance at an internship activity. '' Wells Fargo willfully fails to understand that interns at a government facility are subject to the same rules governing the handling of UNCLASSIFIED/FOUO documents that may identify me with the internship. This applies to papers and emails I may generate, including communications between my internship supervisor, etc. Those practices help keep all of us safe. \n\nI would like to point out that if Wells Fargo allows internship forbearance requests over the phone, and if those requests follow the same format for in-school forbearance, then no documentation of the internship forbearance would have been required at the time of my internship and my information would be recorded. It is only now that Wells Fargo failed to make me aware that I was eligible for an internship forbearance that I am now subject to extra scrutiny. \n\nGiven the backdrop of the current XXXX pandemic, and Wells Fargo 's announcement of their intent to sell their student loan portfolio, no less during a time of economic despair for many, it seems likely that the consistent denials and stalling by Wells Fargo are tactics being employed to force my student loan into repayment so that their student loan portfolio looks that much better for ANY potential buyer of that portfolio. \n\nNow, I am attaching additional documentation proving that I was an intern at a government facility for both XXXX and XXXX. It shows that I was contractually obligated to conduct internship activities as a part of my fellowship program. Mainly, I am attaching the executed agreement between myself and my academic institution that indicates my agreement to participate in internship activities as a condition of my fellowship. Secondly, I am attaching two ( 2 ) pay-stubs from the first few weeks of my internship. Third, I am attaching a Letter of Intent from the DIRECTOR OF THE FACILITY that states specifically I was an intern for the summer of XXXX and that the facility intended to have me back for XXXX as an intern. Finally, I will reattach the W2, and the offer letters. \n\nNone of this behavior is new and a timeline of Wells Fargo 's behavior/ attempts to stall, fight, ignore forbearance request since XXXX of XXXX is hereafter. Furthermore, they have already admitted to furnishing inaccurate/incorrect information regarding my student loans to the credit reporting agencies. \n\nOn XXXX XX/XX/XXXX Ms. XXXX XXXX responded to complaint XXXX. Wells Fargo 's XXXX XX/XX/XXXX interim response was \" Wells Fargo needs additional time to research and respond to our customer '' In Ms. XXXX XXXX 's response she states : \" Please see the attached Bank response, '' and attaches a XXXX XX/XX/XXXX response. To clarify my complaint ( not concern ) against Wells Fargo is because they have refused to give me forbearance options I was entitled to per their policies. That is for the periods of XX/XX/XXXX thru XX/XX/XXXX, and the periods XX/XX/XXXX thru XX/XX/XXXX I was an intern at a government research lab. Wells Fargo has a specific deferment program for internships. If Wells Fargo offers forbearance for internships, then equal protection requires them to offer that forbearance option as well -- they did not. The denial matters because Wells Fargo EFS subsequently denied my request for an in-school forbearance for periods XX/XX/XXXX thru XX/XX/XXXX claiming that maximum in-school forbearance had been used. However, had Wells Fargo placed me in the internship forbearance, then the maximum amount of in-school forbearance time as granted XX/XX/XXXX would not have been exhausted, even if a manual review was conducted. Six ( 6 ) months of forbearance time would have been freed up from in-school forbearance and I would thus have been able to obtain an in-school forbearance thru XX/XX/XXXX. Combined with the forbearance offered commensurate with the CARES Act, I would have been able to push the payments out until XX/XX/XXXX, which was my initial request in XX/XX/XXXX that WF denied. The scheme here is quite obvious. On XXXX XX/XX/XXXX XXXX XXXX published an article quotes Wells Fargos website as stating beginning on XX/XX/XXXX, only customers with an outstanding balance on a Wells Fargo Private Student Loan are eligible to be borrowers on a new private student loan for the XXXX academic year. In the article XXXX XXXX, a spokesperson for Wells Fargo is quoted as saying Wells Fargo has decided to narrow its student-lending focus. On XXXX XX/XX/XXXX XXXX published an article stating that Wells Fargo is exploring a sale of its corporate-trust unit that could fetch more than {$1.00} XXXX and is considering whether to find a buyer for its student-loan portfolio, according to people familiar with the matter. The article goes on to say Wells Fargo holds a {$10.00} XXXX student-loan portfolio. The bank said earlier this month that it had notified customers of its planned exit from the student-lending business. As my payments began in XXXX of XXXX, WF is reporting adverse credit information to compel me, a student of non-traditional age, with a documented XXXX  XXXX, from a minority background, to obtain employment during a pandemic so that they can offset the XXXX  XXXX interest income losses of 19 percent. By forcing students into repayment during a pandemic they are attempting to hedge their losses due in the low-interest rate environment while they seek ways to divest themselves of their XXXX XXXX XXXX XXXX XXXX dollar student loan portfolio during the economic crisis to mitigate any additional losses that may affect their bottom line post-pandemic due to economic damage caused by the pandemic. \n\nOn XXXX XXXX my account was placed into a forbearance status due to COVID-19. As of XXXX XXXX Wells Fargo lists one sub-account as being paid on-time for XX/XX/XXXX. The second sub account lists a XXXX payment as late by XXXXhirty ( 30 ) days and Both sub accounts are due on the same day of each month. I have received zero bills since forbearance was initiated. I have confirmation of being placed in forbearance as of XXXX XX/XX/XXXX. The notion that I may somehow be able to retrieve an electronic bill even if I do not receive a bill in the mail presupposes that I have access to the internet at all times. It takes no note that I may not have internet access due to service interruptions caused by late payments due to loss or delay of financial deposits on account of the pandemic. Furthermore, CFPB statutes and enforcement require that a bill be mailed to me each month as a part of right of notice under due process. No notice can be received if the bill never reaches me. Further, a bill that is \" generated '' but never mailed by Wells Fargo. does not suffice as notice. Finally a bill that is generated outside of the established billing period, per the first bill, is not allowed under CFPB statutes and enforcement. Now, this mismanagement of account information by Wells Fargo is not new. On XXXX XX/XX/XXXX, Mr. XXXX XXXX responded to Wells Fargo complaints XXXX, XXXX, XXXX and XXXX. To date Wells Fargo has offered me no relief for improper billing practices, nor relief for improper credit reporting. In fact, XXXX XXXX contends that Wells Fargo is provided accurate information both to myself and the CRAs. XXXX XXXX concurs with my assertion regarding the timing of my first bill, \" Your first payment for loan account XXXX XXXX and XXXX was XX/XX/XXXX. On XX/XX/XXXX, a monthly billing statement was mailed to your attention, which stated your payment due date would be XX/XX/XXXX. '' However, he switches tactics when addressing all subsequent statement generation dates and instead refers to the date a payment is due, \" On XX/XX/XXXX, your monthly billing statement was mailed showing your payment due date of XX/XX/XXXX. On XX/XX/XXXX, your billing statement was mailed showing the payment due date of XX/XX/XXXX. On XX/XX/XXXX, you billing statement was mailed showing the payment due date of XX/XX/XXXX. On XX/XX/XXXX, your billing statement was mailed showing the payment due date of XX/XX/XXXX. I have enclosed copies for your review. '' He then excoriates me stating, \" our statement was mailed on XX/XX/XXXX, allowing you more than a 20-day notice before your first payment due date, as we provide our customers coming out of a loan forbearance additional time to make payment arrangements for their loan accounts. '' To further his point he writes regarding my MPN signed with a now defunct banking institution, \" 'I am not relieved of my responsibly and obligation to make such payments if I do not receive billing statements, and any other written payment notices from you. ' XXXX XXXX is tacitly attempting to provide an explanation as to why it is acceptable for Wells Fargo to be non-compliant with Consent Order XXXX and violate the CFPB interpretation of 12 CFR Part 1026 ( Regulation Z ) 1026.2 Definitions and rules of construction, effectively claiming that while Wells Fargo did not generate and provide me statements per Federal Law, their failure has no bearing on my payment history, status of my account, etc, because I am supposed to blindly make payments without consistent generation of statements. Effectively asserting, flaunting of federal law has caused no harm to me as a consumer even if their billing practices are illegal under 12 CFR Part 1026 ( Regulation Z ) 1026.2 Definitions and rules of construction. Now, under 12 CFR Part 1026 ( Regulation Z ) 1026.2 Definitions and rules of construction, while there is a permissible variance to account for weekends, holidays, and differences in the number of days in months, billing cycles MUST BE EQUAL. In this context equal requires that the actual date of EACH statement not vary by more than four ( 4 ) days from a fixed day or date. The interval between the statement with date XXXX XX/XX/XXXX and the next subsequent statement generated on XXXX XX/XX/XXXX clearly falls outside the statutory definition of equal as applied to billing cycles for my student loans. Again XXXX XXXX asserts that I have not been harmed. XXXX XXXX then goes on to assert that my payment history is accurate and provides dates from his computing system sowing when payments were made. In fact he is so confident with the screen dumb from the system which he uses for such data that he closed out complaint XXXX. Contrary to XXXX XXXX 's claim of reported payment history only furnished to the CRAs for XX/XX/XXXX, Wells Fargo is currently reporting history thru XX/XX/XXXX, which as stated in XXXX is causally impossible given XXXX XXXX 's acknowledgment of the due date of the twenty-seventh ( XXXX ) of each month. That is Wells Fargo is reporting history thru XXXX XX/XX/XXXX, when the date of this complaint is XXXX XX/XX/XXXX. So, contrary to XXXX XXXX 's claim regarding no harm to me as a consumer for their illegal billing practices, I have been harmed. The inconsistency in their statement generation as established by the first ( 1st ) billing statement generation on XXXX XX/XX/XXXX, and their second statement generation date on XXXX XX/XX/XXXX falls outside of the established date of XXXX day of each month and the harm caused by such is reflected in their system reporting causally impossible payment history to the CRAs. For example, Wells Fargo is supplying information to at least one ( 1 ) of the major three ( 3 ) CRAs in which my payment history goes from being reported to on-time for XX/XX/XXXX and XX/XX/XXXX, to suddenly being reported sixty ( 60 ) days past-due. Mr. XXXX XXXX 's statement to the CRA on XXXX XX/XX/XXXX are clear in that my first payment was not due until XXXX XX/XX/XXXX. So it is logically impossible that my payments would be suddenly past-due sixty ( 60 ) days for the period of XX/XX/XXXX. Nevertheless, Wells Fargo is reporting the inaccurate history to XXXX  and XXXX. This is in obvious contradiction to what Ms. XXXX XXXX claims WF is reporting to the CRAs. Moreover, WF is supplying payment history claiming that I am XXXX XXXX XXXX XXXX or more days late for the month of XXXX when the date for neither the payment due XXXX XX/XX/XXXX, nor the payment due XXXX XXXX would be thirty ( 30 ) days past-due -- today is XXXX XX/XX/XXXX. If this was a simple reporting error caused by the system of a single CRA, it would be one thing. Clearly this is inaccurate and unverifiable information that is being reported to at least all three ( 3 ) major CRAs. The somewhat seriousness, but hilarity in all of this is that there is a specific portion of XXXX XXXX 's response that acknowledges consent order violations, \" We appreciate your concern about the Consumer Financial Protection Bureau ( CFPB ) announcement ; we are taking all appropriate steps to remedy the concerns. Your feedback is very important to us. We hope to have a future opportunity to meet and exceed your service expectations.We are deeply committed to serving you and your financial needs. It is important for you to know that making things right and restoring the faith you have in us is the very top priority for our entire Wells Fargo leadership team. Nothing is more important than for you to experience the very best from us moving forward. '' So XXXX XXXX acknowledges that Wells Fargo is in violation of XXXX and that Wells Fargo is taking steps to remedy the non-compliance I pointed out. However, despite the illegal billing practices in violation of XXXX, and outside what is permissible under statute, Wells Fargo will do nothing to ameliorate the harm they have already caused me due to inaccurate reporting of payment history. These practices are not new, as the CFPB has issued consent orders in the past for this same behavior from Wells Fargo, specifically citing the following violations : ( 1 ) unfair and deceptive practices related to payment allocation in violation of Sections 1031 and 1036 of the Consumer Financial Protection Act of 2010 ( CFPA ), 12 U.S.C. 5531, 5536 ; ( 2 ) unfair practices related to payment aggregation in violation of Sections 1031 and 1036 of the CFPA, 12 U.S.C. 5531, 5536 ; ( 3 ) unlawful practices related to payment aggregation in violation of Section 623 of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681s-2 ( a ) ( 2 ), and Section 1022.42 of Regulation V, 12 C.F.R. 1022.42 ( a ) ; and ( 4 ) unfair practices related to the assessment of late fees in violation of Sections 1031 and 1036 of the CFPA, 12 U.S.C. 5531, 5536. Per CFPB consent order 2016-CFPB-0013, the negative account information that Wells Fargo is submitting to the CRAs is incorrect and must be immediately removed. At the end of the day, Wells Fargo is doing a dance. On one hand they admit they are outside of what is statutorily permissible. However, they insist that no harm has been done because \" I still have to make payments on my student loans. '' They fail to understand that the mysterious change in statement generation date between the first two ( 2 ) consecutive statements of XXXX XX/XX/XXXX and XXXX XX/XX/XXXX, presents itself causally impossible payment history thru XXXX XX/XX/XXXX that is supplied thru eOSCAR to the CRAs. Each time I attempt to dispute this fact with XXXX, XXXX, and XXXX, Wells Fargo 's computing system supplies the same erroneous information. The bottom line is that errors in Wells Fargo 's own systems has caused consistent damage to my credit files since XX/XX/XXXX. Any reasonable company would take efforts to correct the situation to make me whole. Wells Fargo appears not to want to do such. To date WF has not stated they will fix the problem regarding the supply of causally impossible payment history to the CRAs for my student loans. So it would seem that WF will continue to cause harm to me as a consumer, and perhaps other consumers, with full knowledge that they are doing such, while providing no relief to me. On one hand, Wells Fargo is will to partially acknowledge the errors, but then on the other hand claim that they are reporting factually accurate payment history, and seeking to deflect away from their own behavior by quoting a clause within my loan origination documents that they acquired from a now defunct banking institution. While the clause in the loan origination document is amorphous at best in that I may still owe the alleged amount on a loan, Mr. XXXX XXXX 's claim that the clause excuses WF compliance with federal statute is absurd. The CFPB 's interpretation of 12 CFR Part 1026 ( Regulation Z ) 1026 is clear. Wells Fargo is not absolved of compliance to consent orders/ consent decrees, nor shields Wells Fargo from the CFPB 's enforcement of applicable statute. Wells Fargo is exhibiting behavior that is non-compliant with XXXX and is admitting they are in violation of 12 CFR Part 1026 ( Regulation Z ) XXXX. Wells Fargo appears content not to correct the problems with the information they are supplying to the CRAs and thus are indifferent to the harm they have caused and will continue to cause to me as a consumer.","date_sent_to_company":"2021-02-11T01:20:41.000Z","issue":"Struggling to repay your loan","sub_product":"Private student loan","zip_code":"48104","tags":null,"has_narrative":true,"complaint_id":"4131633","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-02-10T23:36:10.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't temporarily delay making payments"},"highlight":{"complaint_what_happened":["related to payment aggregation in violation of Section 623 of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681s-2 ( a ) ( 2 ), and Section 1022.42 of Regulation V, 12 C.F.R. 1022.42 ( a ) ; and ( 4 ) unfair <em>practices</em> related to the assessment of <em>late</em> <em>fees</em> in violation of Sections 1031 and 1036 of the CFPA, 12 U.S.C. 5531, 5536."]},"sort":[10.914344,"4131633"]},{"_index":"complaint-public-v1","_id":"2967634","_score":10.196793,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/XXXX - Due to increased costs for my mom 's managed care my husband requested a disbursement from his retirement fund, now administered by Wells Fargo. \n\nAn electronic transaction was requested, but the Wells Fargo representative told him that they could not use EFT with our bank, XXXX XXXX XXXX XXXX. The representative refused to tell him why, just reiterated that it was not possible. \n\nHe was told that a paper check could be sent. When my husband again requested that the funds be disbursed by EFT as he didn't feel comfortable with a check that large being sent via regular, not registered or express mail as it couldnt be tracked, he was again refused with no reason other than that they could not communicate with XXXX electronically. \n\nHe was asked for his information to send the check. While giving his address he discovered that Wells Fargo had an incorrect zip code on file for us. The zip code they had on file for us is our old XXXX XXXX zip code, codes were changed 7 years ago or more. He corrected Wells Fargo 's representative but was told they couldn't correct the zip code for him. Mind you, they can disburse funds to an incorrect address, but can't correct the zip code! He agreed to the paper check as he didn't realize that the post office was no longer correcting for the zip code change. He was asked for the amount and asked if he wanted taxes deducted from the total. He gave them an amount and told them to deduct the taxes. \n\nXX/XX/XXXX - The check had not arrived and my husband called Wells Fargo and was told it would arrive in 10 business days and to wait till that amount of time had passed. He asked if they could tell him if the funds had been disbursed and the check mailed. He was told that the check had been mailed XX/XX/XXXX due to the XX/XX/XXXX holiday and given an amount of the disbursement. \n\nXX/XX/XXXX XXXX appx. We had reached 10 business days and the check hadn't arrived. My husband called Wells Fargo and was told that the check was mailed XX/XX/XXXX. This is not what he was told during the first call. He was also given an incorrect amount for the disbursement it didnt tally with the amount he was given during the first call. \n\nXX/XX/XXXX same call - I asked to speak to the representative and asked why they couldn't send an EFT to our credit union. They at first refused to tell me, but when I asked if it had to do with incoming and outgoing bank fees the representative said that it was actually because our credit union is not a subscriber to service called XXXX XXXX. THIS WAS NEVER DISCLOSED, IN PRINT, EMAIL OR ANY OTHER WAY TO CUSTOMERS OF WELLS FARGO. This was admitted by the representative on the call. \n\nXX/XX/XXXX same call - I asked to talk to a supervisor. Once connected I remarked that I hoped the call was recorded and was told that it would be. I heard no tone to indicate that it was being recorded. I asked to have the information on the XXXX XXXX   process and the list of institutions on it emailed to me. I was told that it couldn't be emailed. I asked for it to be sent via regular mail and was told that wasn't possible either. The supervisor said that if I went to the website earlywarning.com I would find all the information there. That's not true. I can't find a list of subscribing banks or financial institutions on the site. So Wells Fargo subscribes to a service that severely limits the institutions that it will transact with and does not at any time, unless openly confronted by an absolutely enraged customer, disclose this. When I pointed out that at no time was this method of doing business disclosed, and that in fact their policy actually constituted non-disclosure, I was coldly told that I could at any time go or have gone to earlywarning.com for the information I wanted. It is not my duty as a customer to anticipate and request disclosure of harmful or restrictive business practices. I would have absolutely no way of doing such a thing since I wouldnt know they were in place unless disclosed to me. Thats why disclosure laws exist. It simply wouldnt have been possible at any time prior to this call to have gone to XXXX XXXX since Wells Fargo had never disclosed to us that we were restricted in the institutions that we could use for electronic transactions. \n\nI asked the supervisor what would happen if I wanted to do a roll-over of the entirety of our funds by EFT to a banking institution on their list. I was told that Wells Fargo would not do an EFT for a rollover, even with one of their partner banks that subscribes to the XXXX XXXX service. They will cut and send a paper check for the entire amount. This is extremely risky and is not normal business practice in this day and age. I asked why they cant do an EFT with another financial institution subscribing to XXXX XXXX and was stonewalled. To send a huge check through the mail is simply reckless and endangers both the customer and the financial institution sending such a check. I admit I was pretty heated by this time and I hope you can get a copy of the supposedly recorded call, because the supervisor was not helpful, customer-oriented, solution-oriented, or in any way trying to de-escalate the situation. \n\nXX/XX/XXXX XXXX appx. We called our credit union to check on the accuracy of the information given to us on the funds transfer. Their representative told us that they definitely can accept incoming Wells Fargo transactions and that in fact they had credit union customers who were Wells Fargo employees and had their checks regularly electronically deposited. \n\nXX/XX/XXXX XXXX Went to the XXXX site to find the list of subscribing institutions that we were told by the Wells Fargo supervisor was posted there. There is NO search function and NO list of subscribing institutions. All information on the site is basically advertising and forms to dispute your credit check if you have been refused service by a member bank due to inaccurate credit reporting by XXXX XXXX. \n\nXX/XX/XXXX XXXX - Called the federal government to find the correct bank regulation authority and make a complaint. \n\nXX/XX/XXXX XXXX Called the CFPB to lodge a complaint. I explained the situation at some length and was given help. \n\nXX/XX/XXXX XXXX appx. - After determining which local branch of the post office would handle mail for our range of zip codes my husband physically went to the post office to see if the Wells Fargo check had arrived but not been sorted out due to the incorrect zip code. He was told by the post office branch manager that they no longer corrected for the XXXX zip code change and that mail with an incorrect zip code for the address would be automatically returned. \n\nXX/XX/XXXX XXXX - My husband returned home and called Wells Fargo back and asked to have the check voided and requested to have another one issued. Wells Fargo refused to void the check, stating that the zip code had to be corrected before they would void it and issue another check. NOTE THAT THEY ISSUED THE FIRST ONE AFTER REFUSING TO CORRECT THE ZIP CODE. When he asked them to correct the zip code they again refused to do it. He asked them if we could have the funds wired to my mothers Wells Fargo account and was told they could only be wired to an account with his name on it. \n\nXX/XX/XXXX XXXX appx. - We called my husband 's employer, XXXX XXXX, and asked them to correct the zip code as it proved to be impossible to correct on the Wells Fargo website or over the phone with them. His employer has now corrected the zip code. I explained the situation at some length, and complained that we had no issues till the funds were given to Wells Fargo to manage. Our employer was informed that we will be rolling over the 401K into another account. We were advised by HR that a representative for our Wells Fargo plan would contact us tomorrow ( XX/XX/XXXX ) in the morning. As they will have no power to regulate or change Wells Fargos restrictive manner of trade there is little to hope for from this interaction. \n\nXX/XX/XXXX XXXX We now realized we would have to wait till the following day to get the check voided and there will most likely be a waiting period before funds can be returned to our account. This point was not clarified by either of the representatives we talked to ; in fact we are still going to have to call them back yet again to get clarification. \n\nXX/XX/XXXX XXXX - We went to the web page for our retirement account, filtered for transactions between XX/XX/XXXX and XXXX and found the distribution transaction. Since we had been told two different things by two customer service representatives on  separate dates we didnt trust either the fact that a transaction had been made, or that the amount was correct. \n\nXX/XX/XXXX XXXX My husband called the local Wells Fargo branch to ask if it was possible to open an account and how long it would take for the account to be active and able to accept an EFT transaction. He was told that if he opened an account with {$25.00} before XXXX XXXX PST it would be instantly active. As it turned out this information was both untrue and deceptive. \n\nXX/XX/XXXX XXXX In order to pay for my moms care and not have her turned out of her retirement home my husband went to my sons credit union and borrowed money from him. Its now too late to deposit the funds into our credit union and we have received a very disturbing call from the retirement facility. \n\nXX/XX/XXXX after XXXX - In order to have an account available that can accept funds disbursed in an EFT, so they could be received as soon as possible after having the existing check voided, my husband then went to Wells Fargo and opened a checking account using {$25.00}. The intent was to only have this account open long enough to receive one transaction and then immediately withdraw all funds and close it. \n\nXX/XX/XXXX after XXXX My husband talked with the bank teller when he opened the account and was told that an EFT could not process through this account for two weeks. They had no information on what might cause the wait. I have now found evidence that the two week restriction is so that subscribing institutions can credit check through the XXXX XXXX service. This should have been disclosed by the Wells Fargo bank representative who opened the account for my husband. My husband called Wells Fargo customer service again and asked if they could see the zip code change. Since they could see the zip code change instantly when his employer corrected it, he asked if he could have the current check voided and a new check cut and mailed tomorrow, XX/XX/XXXX. I have absolutely no hope that it will arrive, or that the funds initially disbursed will be returned to our retirement account by Wells Fargo. \n\nXX/XX/XXXX XXXX appx. - At this point I decided to do some more research on the XXXX XXXX website and here is a direct quote from their site : XXXX XXXX is owned by XXXX XXXX XXXX , XXXX XXXX XXXX, XXXX XXXXXXXX, XXXX XXXX, and Wells Fargo. So in effect by using a service created and owned by them these banks are restricting the trade of other institutions that dont subscribe to the service. THIS IS RESTRAINT OF TRADE, AS THE ONLY WAY TO GET A TIMELY DISBURSEMENT BY EFT FROM OUR FUND NOW MANAGED BY WELLS FARGO IS TO OPEN AN ACCOUNT WITH WELLS FARGO OR ONE OF THEIR PARTNER BANKS. ( Please consult federal government and legal authorities on this point, but my immediate referral is to this link : XXXX XXXX XXXX ) In short, a restraint of trade is any activity that hinders someone else from doing business in the way that he would normally do it if there were no restraints. While federal, state, and local governments can pass laws and regulations that create obstacles for certain kinds of businesses, it is generally considered improper for individuals to restrain one anothers trade in certain ways. Someone who loses business or suffers another injury may have a tort case against another individual whose trade-restraining behavior injured him. I would definitely say that not being able to receive needed funds because of an undisclosed restrictive business practice that may cause my mother to lose her place in her care facility is harmful  behavior and has definitely caused very real injury, both financial and in the form of mental anguish. \n\nThe result of this is that we no longer trust Wells Fargo to act in a professional or ethical manner. We will be rolling over my husbands retirement account into another fund as we do not want to deal with Wells Fargo any longer. Not only do they restrict the trade of other banks by preventing them from using an accepted means of transaction, the EFT, they effectively restrict unknowing and unwilling consumers to using only certain banks if they need to exchange electronic transactions. In fact, this whole incident seems to point to a direct attempt by Wells Fargo to increase their own and partner banks business. Early Warning is a limited liability company owned by XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX,. Im sure any of those institutions would be an acceptable EFT partner, but we dont bank with any of them currently and will not be forced to by Wells Fargo to bank with either them or one of their partners in the future. The only solution if we want to make electronic transactions with our banking institution is to withdraw all funds from our 401K and find another fund in an institution not managed by, belonging to, or doing business with XXXX XXXX XXXXXXXX , XXXX XXXX XXXX, XXXX XXXXXXXX, XXXX XXXX, Wells Fargo or XXXX XXXX. This is a definite hardship and I would say extremely restrictive for the average consumer. \n\nHidden business practices that put their customers at a financial disadvantage or force them to change their financial institution are not only restrictive, they are unethical business practices obviously intended to forcefully increase the business of XXXX XXXX XXXXXXXX , XXXX XXXX XXXX, XXXXXXXX  XXXX, XXXX XXXX, Wells Fargo and XXXX XXXX at consumers expense. To have such bald disregard for the distress caused to the customer who has to uncover these restrictive practices during a family crisis is unconscionable. They effectively escalated what was a manageable situation with my mothers managed care by preventing us from receiving funds in a timely manner. Since this non-disclosure and hidden back checking is the standard practice of Wells Fargo we hope to be able to influence my husbands employer to seek other fund management. I also hope to be able to have my own employer change their fund management from Wells Fargo Advisors to the company that previously managed our retirement fund. Although we realize that this institution will in no way care or even notice the loss we still believe this will be in the best interest of the hapless employees now badly served by Wells Fargo.","date_sent_to_company":"2018-08-06T20:49:24.000Z","issue":"Confusing or missing disclosures","sub_product":"Domestic (US) money transfer","zip_code":"980XX","tags":"Servicemember","has_narrative":true,"complaint_id":"2967634","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-07-19T08:53:54.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["As it turned out this information was both untrue and <em>deceptive</em>. \n\nXX/XX/XXXX XXXX In <em>order</em> to pay for my moms care and not have her turned out of her retirement home my husband went to my sons credit union and borrowed money from him. Its now too <em>late</em> to deposit the funds into our credit union and we have received a very disturbing call from the retirement facility."]},"sort":[10.196793,"2967634"]},{"_index":"complaint-public-v1","_id":"17283431","_score":9.878149,"_source":{"product":"Mortgage","complaint_what_happened":"Freedom Mortgage has committed multiple servicing errors relating to my homeowners insurance, the handling of my escrow account, lender-placed insurance, and failure to properly respond to my written and electronic communications. These errors have resulted in two insurance lapses, loss of access to previous insurance coverage, financial harm, and a period of more than a year in which Freedom 's representatives alternately claimed I was covered under lender-placed insurance while their recent ( XX/XX/XXXX ) written correspondence stated no such policy existed. Note that I have never missed a mortgage payment, autopay all my bills, and have excellent credit. Documentation of all communication described below can be provided. \n\nTimeline of events : XX/XX/XXXX I received a notification of transfer letter from my prior mortgage servicer, XXXX Bank, describing the transfer to Freedom Mortgage effective XX/XX/XXXX. The letter specified that Information we have concerning required insurance on your property will be transferred to FREEDOM MORTGAGE CORPORATION and we will notify your insurance provider of the transfer. My insurance company was XXXX ( XXXX ). \n\nXX/XX/XXXX Freedom Mortgage sent me a letter ( written XX/XX/XXXX ) via mail stating that they had no evidence of me having hazard insurance on my home and that could result in force-placed insurance. The letter said that I should provide my insurance information to avoid having to pay Freedom Mortgage for any lender-placed insurance in the interim. \n\nXX/XX/XXXX Once I received/opened the previously described letter, I sent a message through the Freedom Mortgage online message portal inquiring about why I received a letter in the mail from Freedom Mortgage about a lapse in hazard insurance since I had an insurance policy. \n\nXX/XX/XXXX Freedom Mortgage responded that my insurance policy expired and that I needed to provide evidence of new coverage. \n\nXX/XX/XXXX I responded to Freedom that I had confirmed with XXXX XXXX that my policy was set up to be paid by the mortgage servicer from my escrow account and that they ( Freedom ) had failed to pay it resulting in the insurance expiration. \n\nXX/XX/XXXX I contacted XXXX XXXX to request my policy information. I confirmed that Freedom Mortgage was listed as the payee on my policy and received my proof of insurance via email. \n\nXX/XX/XXXX I sent my proof of homeowners insurance from XXXX XXXX XXXX Freedom Mortgage through their online message portal. The proof of insurance letter from XXXX lists Freedom Mortgage as the mortgagee. \n\nXX/XX/XXXX Freedom responded via the message portal confirming that they had received my proof of insurance XX/XX/XXXX Freedom reached out again through their online portal, confirming that they have XXXX XXXX XXXX listed as my provider, included the policy number and acknowledged the premium payment amount. \n\n-the following year- XX/XX/XXXX Having received an escrow reimbursement check for {$980.00} and a letter in the mail from Freedom that I was without hazard insurance ( again ), I attempted to access my XXXX XXXX policy online and was denied entry to the portal, saying that I didnt have a policy. I then called XXXX XXXX at XXXX. I gave them my policy number for my XX/XX/XXXX, XXXX XXXX, XXXX policy that they had provided me ( and that I had sent to Freedom in XX/XX/XXXX ). The XXXX representative said that the policy number I gave them was not active due to non-payment. Note that there had been no indication from XX/XX/XXXX when I provided that policy to Freedom until XXXX of XXXX that I was not insured by XXXX. \nI called Freedom Mortgage at XXXX, expressing my frustration that this was occurring again and that I needed them to find out what was going on. The representative I talked to said that he looked into it and that they had, in fact, failed to pay my homeowners insurance. He explicitly said that it was their error. He claimed that the issue was a name change, that the last name on the insurance did not match the last name on the mortgage but he acknowledged that that they failed to notify me that this was an issue. This, however, should not be the reason for their failure. The last name on my XXXX XXXX policy from Oct 2028, 2024 through XX/XX/XXXX was the same as the last name that was also on my mortgage until XX/XX/XXXX when I notified Freedom of my name change, and received confirmation of this update in their system. \nThe representative and I talked at length about how to correct this situation. He told me that I had been covered over the past year under their lender-placed insurance and that the premium for that was about {$1700.00} ( nearly twice as much as my XXXX policy ). He said that if I got my XXXX policy reinstated that they would reimburse me the difference between my XXXX policy and the more expensive lender-placed insurance premium. ( Note that I have not ever been billed for or paid any lender-placed insurance out of pocket. I assumed this was being withdrawn from my escrow account during this conversation ) I told him that XXXX was willing to reinstate my policy ( per my conversation with them earlier that afternoon ) but they needed immediate payment, and I was needing proof that I had the lender-placed insurance over the past year. I asked the Freedom representative to provide me with that documentation and he said that they would send that to me within the next day or two, then follow up with me via phone call on Monday ( XX/XX/XXXX ). \n\nXX/XX/XXXX I had received a call on XX/XX/XXXX from Freedom but was unable to answer. I checked my Freedom online message center and my email for the proof of lender-placed insurance and had received nothing. I sent a message in the portal to request that documentation and received an auto-confirmation that the message was received and they would post their response in the message center. \n\nXX/XX/XXXX Having still not received any documentation after my phone and message request the week prior, I called Freedom again at XXXX. This representative said that the proof of insurance I provided in XX/XX/XXXX arrived too late for them to pay it and was seemingly attempting to find ways for the error to have been mine. In my trying to get a handle on communication timelines and who owed what and when, he mentioned that the lender-placed insurance was not paid out of escrow. I asked again for proof of documentation and he said they would email it. I confirmed my email address with him. I wanted to wait on the line to receive it, but he said that their outgoing email was down and that his supervisor would send it at the end of the day. I asked if there was another way to get it, specifically whether they could just upload it to their online message portal. He said that he didnt have access to that. When I asked who did, he said I dont know. \n\nXX/XX/XXXX I did not receive the documentation the representative said they would send the evening prior. I sent a follow up message in the Freedom Mortgage message portal asking that we get this resolved ASAP. \nI called XXXX XXXX  to explain the issue with the documentation and see if we could just get a new policy set up so that I knew for sure I was insured. The representative warned me that since it would now have to be a new policy instead of a continuation of the prior one, that the premium would likely be higher than before. She tried to get a policy set for me twice but kept getting an error message. She connected with other colleagues to try to get the issues resolved, but ultimately they found that they were unable to provide me with a new policy since I was a risk due to the prior non-payments. The representative said she did everything she could knowing that the non-payment issue was the fault of Freedom and not me, but they were unable to override the system to allow it. She said I would have to wait about 6 months and show positive insurance payment record before Id be able to work with them again. I later received a letter in the mail confirming my ineligibility. \nNote that XXXX is also where I have my auto insurance, it was bundled, meaning that I am no longer receiving those discounts either. \n\nXX/XX/XXXX I got an online quote from XXXX for homeowners insurance it was nearly twice the cost as my original XXXX premium and for less coverage. However, I then received the same letter in the mail stating that I am not eligible for coverage for the same reasons XXXX gave. \n\nXX/XX/XXXX After XXXX weeks of requesting the lender-placed insurance documentation, I finally received a response from Freedom Mortgage in my online portal message box. Despite the Freedom representatives claiming/confirming that I was covered under their lender-placed insurance when I talked with them on the phone on both XX/XX/XXXX and XXXX, the message I received in my online portal on on XX/XX/XXXX stated that As of the date of this response a Lenders Placed Insurance is not active on the account, meaning that I have been uninsured for over a year, putting me at significant personal and financial risk due to their failures and dishonesty. \n\nI am attempting to acquire homeowner 's insurance on my own, but having been denied by multiple servicers already, I fear that Freedom Mortgage has obliterated my options, forcing me to purchase their lender-placed insurance. \n\nIn summary : Freedom Mortgage 's servicing failures have resulted in : ( 1 ) Two lapses of insurance coverage, ( 2 ) Loss of eligibility with my prior insurer, ( 3 ) Loss of bundled auto/home discounts, ( 4 ) Increased insurance premiums as quotes now double my prior rate, ( 5 ) Inability to acquire new coverage- I have been declined by 5 insurance companies so far and am still searching, ( 6 ) Over one year of uninsured risk, and ( 7 ) Administrative and emotional burden attempting to resolve Freedom 's errors, including loss of work hours while I communicate with Freedom and XXXX representatives and attempt to find a company who will now insure me. \n\nThere is also evidence to believe that Freedom Mortgage is engaging in deceptive practices with regard to late charges posted on mortgage statements in order to make additional profit off their customers. While I have never paid late or missed a payment, my monthly statement posts a {$40.00} \" unpaid late charge '' every month, starting with my very first billing statement until now. The \" Amount Due '' listed, in bold font, in three places on the statement includes this {$40.00} charge even though nothing has been paid late, and this is the first and only monthly statement provided over a month before the date at which the late fee should be applied. I am enrolled in Freedom 's auto-pay, so this late fee has never been extracted from my account, but I suspect other customers are getting scammed, particularly since there are multiple complaints on the XXXX  website about this issue.","date_sent_to_company":"2025-11-16T21:21:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"89503","tags":null,"has_narrative":true,"complaint_id":"17283431","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2025-11-16T18:54:37.000Z","state":"NV","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":["There is also evidence to believe that Freedom Mortgage is engaging in <em>deceptive</em> <em>practices</em> with regard to <em>late</em> charges posted on mortgage statements in <em>order</em> to <em>make</em> additional profit off their <em>customers</em>. While I have never paid <em>late</em> or missed a payment, my monthly statement posts a {$40.00} \" unpaid <em>late</em> charge '' every month, starting with my very first billing statement until now."]},"sort":[9.878149,"17283431"]},{"_index":"complaint-public-v1","_id":"13421583","_score":9.774731,"_source":{"product":"Mortgage","complaint_what_happened":"Hey Idiots.... Please Try Again..... I get the fact that you are uneducated XXXX but still not an acceptable excuse for not sending my check and reversing your illegal fraudulent mistakes. Let 's go ahead and give it another try huh : ) To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have XXXX intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional XXXX  months, XXXX XXXX, till XXXX of XXXX under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program.\n\nYou are Again, being DEMANDED to : 1 ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. 2 ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. 3 ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable REAL relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. \n\n\nXX/XX/XXXX FACTS. \n\nXXXX ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible.\n\n2 ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all 3 credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on XXXX XXXX. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you .. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XX/XX/XXXX 6 Months Later..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In Fact, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within XXXX minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the XXXX this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution.\n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me.\n\n2 ) You are being DEMANDED to contact ALL 3 Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan.\n\n3 ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. \n\n\nXX/XX/XXXX XXXX XXXX continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making XXXX attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury.... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the 3 credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional XXXX to XXXX months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID.","date_sent_to_company":"2025-07-02T17:45:28.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"13421583","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2025-05-09T19:28:33.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["I would appreciate any assistance CFPB can provide to bring justice to the illegal <em>practices</em> of this bank institution.\n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT <em>Fees</em> on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your <em>customer</em> representative that is due back to me.\n\n2 ) You are being DEMANDED to contact ALL 3 Credit Bureau 's to correct all misinformation that you have illegally"]},"sort":[9.774731,"13421583"]},{"_index":"complaint-public-v1","_id":"12135137","_score":9.774731,"_source":{"product":"Mortgage","complaint_what_happened":"Hey XXXX ..... Try again .... here 's another shot at it : ) To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have XXXX intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional 3 months, AS REQUESTED, till XXXX of XXXX under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program. You are Again, being DEMANDED to : XXXX ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. XXXX ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. XXXX ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable REAL relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. XX/XX/XXXX FACTS. XXXX ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible. XXXX ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all XXXX credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. UPDATED : XX/XX/XXXX Yet again.. The proof has fell on XXXX Ears. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you.. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. UPDATED : XX/XX/XXXX 6 Months Later ..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In XXXX, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within XXXX minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the XXXX this Bank XXXX has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution. XXXX ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. XXXX ) You are being DEMANDED to contact ALL XXXX Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan. XXXX ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. Kind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. XX/XX/XXXX United Community continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making Zero attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury .... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). Kind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. Kind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the XXXX credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional 7 to 8 months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID","date_sent_to_company":"2025-04-22T14:07:53.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"12135137","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2025-02-19T19:34:24.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XXXX ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT <em>Fees</em> on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your <em>customer</em> representative that is due back to me. XXXX ) You are being DEMANDED to contact ALL XXXX Credit Bureau 's to correct all misinformation that you have illegally documented on my account."]},"sort":[9.774731,"12135137"]},{"_index":"complaint-public-v1","_id":"10724423","_score":9.774731,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have XXXX intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional 3 months, AS REQUESTED, till XXXX of XXXX under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program. \n\nYou are Again, being DEMANDED to : XXXX ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. XXXX ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. XXXX ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable XXXX relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for XXXX. \n\n\nXX/XX/XXXX FACTS. \n\nXXXX ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible. \nXXXX ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all XXXX credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on XXXX XXXX Your Bank & Institution is Committing Fraud and Committing Clear Federal XXXX. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you.. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XX/XX/XXXX 6 Months Later ..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In XXXX, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within XXXX minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the Harm this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution. \n\nXXXX ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. \n\nXXXX ) You are being DEMANDED to contact ALL XXXX Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan. \n\nXXXX ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. \n\n\nXX/XX/XXXX United Community continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making Zero attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to XXXX  phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury .... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a XXXX, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the XXXX credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional XXXX to 8 months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID. \n\n\nXX/XX/XXXX Upadate : Since you decided you reply to my complaint with a completely IGNORANT, UNEDUCATED response, i figured i would give you another attempt XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2024-11-13T20:38:51.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"10724423","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2024-11-08T00:14:46.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XXXX ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT <em>Fees</em> on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your <em>customer</em> representative that is due back to me. \n\nXXXX ) You are being DEMANDED to contact ALL XXXX Credit Bureau 's to correct all misinformation that you have illegally documented on my account."]},"sort":[9.774731,"10724423"]},{"_index":"complaint-public-v1","_id":"11742761","_score":9.754217,"_source":{"product":"Mortgage","complaint_what_happened":"This Pile of XXXX XXXX of a company forgot to respond accordingly to my requests .... here 's another shot at it : ) To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have XXXX intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional XXXX months, AS REQUESTED, till XXXX of XXXX under the XXXX XXXX. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program. \n\nYou are Again, being DEMANDED to : XXXX ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. XXXX ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. XXXX ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable XXXX relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. \n\n\nXX/XX/XXXX FACTS. \n\nXXXX ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible. \nXXXX ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all XXXX credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on Deaf Ears. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you.. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XXXX XXXX  Months Later ..... I requested XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In Fact, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within XXXX minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the Harm this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution. \n\nXXXX ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. \n\nXXXX ) You are being DEMANDED to contact ALL XXXX Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan. \n\nXXXX ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. \n\n\nXX/XX/XXXX XXXX XXXX continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making XXXX attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury .... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX XXXX XXXX last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that XXXX XXXX has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the XXXX credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional XXXX XXXX XXXX months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID.","date_sent_to_company":"2025-02-05T16:00:03.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"11742761","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2025-01-25T01:21:46.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XXXX ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT <em>Fees</em> on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your <em>customer</em> representative that is due back to me. \n\nXXXX ) You are being DEMANDED to contact ALL XXXX Credit Bureau 's to correct all misinformation that you have illegally documented on my account."]},"sort":[9.754217,"11742761"]},{"_index":"complaint-public-v1","_id":"19206653","_score":9.753799,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX : This Trash Cesspool of a Bank is just delaying the inevitable..... Try again please : ) To Whom It XXXX Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have zero intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional 3 months, AS REQUESTED, till XXXX of XXXX under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program. \n\nYou are Again, being DEMANDED to : 1 ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. 2 ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. 3 ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable REAL relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. \n\n\nXX/XX/XXXX FACTS. \n\n1 ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible. \n2 ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all 3 credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on Deaf Ears. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you .. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XX/XX/XXXX 6 Months Later..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In Fact, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within 5 minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused PTSD since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the Harm this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution. \n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. \n\n2 ) You are being DEMANDED to contact ALL 3 Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan. \n\n3 ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. \n\n\nXX/XX/XXXX United Community continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making Zero attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury.... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the 3 credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional XXXX to 8 months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID.","date_sent_to_company":"2026-02-06T15:52:19.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"19206653","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2025-10-17T18:25:21.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["I would appreciate any assistance CFPB can provide to bring justice to the illegal <em>practices</em> of this bank institution. \n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT <em>Fees</em> on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your <em>customer</em> representative that is due back to me. \n\n2 ) You are being DEMANDED to contact ALL 3 Credit Bureau 's to correct all misinformation that you have illegally"]},"sort":[9.753799,"19206653"]},{"_index":"complaint-public-v1","_id":"7781507","_score":9.684775,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"ATTENTION: First off it seems that the business has been sold or has new ownership and has dropped the previous name of the dealership (XXXX XXXX) for a new one .\n\n\nIn the time frame of XXXX  to XXXX  I was in the market for a new XXXX  pickup truck. I wanted it a specific version of the XXXX XXXX namely I wanted that XXXX XXXX XXXX with a manual transmission. I was having some difficulty locating the vehicle with the manual transmission as XXXX only made very few of those trucks available in manual. \n\nI was approached by a friend of mine whom I went to high school with by the name of XXXX XXXX. XXXX XXXX  had recently taken a position as a salesman for a XXXX  dealership in XXXX XXXX. I may have approached him knowing he was working there to ask him about finding the particular options and color combination that I was looking for. Can't remember exactly if I approached him first or he approached me first, however I had attempted to acquire the truck from dealerships in XXXX XXXX where I live and I was having trouble finding the vehicle. After being unable to locate the truck in the color combination and options that I wanted I decided to give XXXX XXXX a chance to earn my business if he could help me locate the truck I was looking for. I came with a quote from another dealership and XXXX  XXXX  said that if he could match the offer would I then consider purchasing from him if he could source the vehicle through his dealership.\n\nI asked to make a special order in order to configure the truck as I wanted it with XXXX XXXX at his place of business XXXX XXXX in XXXX XXXX California. He said I could make the order and asked me to come into the dealership. I made the drive from XXXX XXXX to XXXX XXXX which is nearly 3 hours or more depending on traffic. I worked with him on the computer to confirm the options and color of the truck that I wanted. I then waited a period of time before checking in with him, he said he was working on it. However after trying to reconfirm with him and check on progress of the vehicle it came to my attention that he had not ordered the vehicle or was unable to for some reason. I then went back to attempting to source the vehicle from my local dealership in XXXX XXXX  called XXXX  XXXX XXXX as they were a large volume dealer and I had a quote in writing from a salesman there. He had the vehicle in stock however it was not the color I was looking for. I told the salesman at XXXX XXXX XXXX that I would be back to him after I had a chance to shop other dealerships hoping I could find the vehicle I wanted in stock in the color I wanted. I then received a phone call from XXXX XXXX  possibly because he was alerted through XXXX  that I was at a different dealership attempting to find the vehicle, I'm not sure if they have a system to track potential customers and a way to identify which salesman I had originally spoken with or something of that nature.\n\nXXXX XXXX contacted me and assured me that he could match the offer I currently had from the other dealership and get it in the color I was looking for.  After some back and forth communication I was told that I must make a deposit on the vehicle if he was to attempt to locate it for me.\n\nAgain I drove down to XXXX XXXX in XXXX XXXX California and spoke with XXXX XXXX at which time I made $XXXX  deposit on the vehicle being told that it would be ordered. Over a period of more than 6 months I would be frequently contacted by XXXX XXXX in which he would attempt to sell me a similar vehicle that they had in stock however it never matched exactly to what I had ordered from him. Eventually he called me and told me the dealership had acquired the vehicle I was looking for however it was in green instead of the cement gray color that I had specified. \n\nI went down to XXXX XXXX again and brought my credit report from 3 credit bureaus as I had been previously told that I would be able to get dealer financing at 4.29%  if my credit score was high enough. I think it may have been XXXX  credit score that they were looking for. At that time all three of the credit bureaus or reflecting my credit score to be at XXXX  or above, I believe the scores were XXXX, XXXX, and XXXX. \n\nIndeed he had the truck I was looking for in manual transmission however it was XXXX, I decided I would be okay with that because getting it in manual transmission with those trim package options was difficult enough and I want to just purchase the vehicle. We discussed that the offer that was made to me previously was still going to be good and I agreed to purchase it. However upon sitting down to start the paperwork I was presented with a much higher price for the vehicle. I reminded XXXX XXXX that we had a deal and I was expecting him to adhere to what we had agreed upon. He then said that he could not sell it for that price because the market would allow for a higher price tag and I should pay that higher price. I pointed out that the price that they were asking was much higher than the MSRP sticker price on the window paperwork.\n\nI stated that I was not interested in paying the inflated price that they were trying to charge and I would take my business elsewhere where I would receive the price originally agreed upon at the other dealership, I pointed out that XXXX XXXX  had agreed that he would match any price from any dealership that I was quoted and I produced the offer in writing from the other dealership. I said that I wanted them to honor that commitment. Now at this late juncture he said he could not honor that commitment and I would have to accept the inflated price. I said that would not be possible and I stated that I would take my business elsewhere and I needed to get my $XXXX  deposit back and I would be leaving. I was told that there was no way I would receive that money back and it would be forfeited if I did not go ahead with the purchase. I spent more than an hour attempting to go through the charges and I pointed out several items that were added on and I did not want and I wanted the vehicle delivered to me without any extras or up sales. I was told that there was no possible way to remove these extra charges. At this point I was starting to get tired and worn down and after making more than three trips down to the dealership from XXXX XXXX which had cost me more than $XXXX  in total in gas expense and calculated how much more driving and expense I would incur attempting to locate the vehicle elsewhere I rationed that I should just consider accepting the price.  I then said at the very least remove the extra $XXXX on top of everything else for the dealer destination charge that he said I must pay because they had incurred that price getting the vehicle delivered. I pointed out that this is not the vehicle I had ordered it was not the right color and therefore I did not cause them to incur any fees having this vehicle delivered. I went on to explain that every other vehicle I purchased the dealership was willing to if not remove the dealer destination fee to reduce it considerably. \nI was told that there would be no change in price whatsoever and if I did not purchase that vehicle right now then another patron whom they pointed to across the sales floor was prepared to purchase the vehicle immediately no questions asked and I would lose my deposit.\n\nAt this point I was becoming very angry and I felt completely betrayed and that I had been lied to at every turn in order to get me deeper and deeper into the deal where I had no choice but you accept these inflated prices and extra charges without any discount whatsoever. I did indeed want the vehicle in the configuration that it was in and I knew at the very best I would have to wait an unknown amount of time in order to get the vehicle elsewhere. And I had driven so far so many times and I only saw more trouble going forward trying to get my deposit back. So under protest I agreed to move forward with the purchase.\n\n\nAt that time I was moved into the finance manager's office to complete the sale. I knew that the finance guy would most likely try to extract more money from me in the form of other items and add-ons as well. Even though I was extremely tired at this point and it was getting late into the evening I tried to maintain my awareness and reminded myself to pay attention to the paperwork and the numbers.\n\nThat is when the contract was presented and they were trying to screw me on my deposit amount, they said in the paperwork that I only deposited $XXXX dollars but I had made a $XXXX deposit. Of course they pretended that I didn't but when I was able to show my bank records they reluctantly apologized and fixed the paperwork to reflect that. I was hoping for a smooth completion of the day and thought id be leaving soon , however there was other little XXXX  add-ons they tried to get away with totaling XXXX XXXX dollars which I had to insist on not being included. Like the $XXXX  destination charge which they tried to say that I had injured because of the order I put in , but I pointed out that they did not deliver on the special order that I wanted . I had ordered a different color and I wanted a premium stereo system, neither of which were included with the truck they had presented.After quite some time going back and forth I caved in and said that I would pay it under protest as I explained in all of my past vehicle purchases those costs were deleted after working the deal.\n\nThis is when I realized that they had switched my interest rate that I had been approved for earlier that day from 4.29% all the way up to around 8% ( it could be a little lower or possibly higher than 8% but I dont have the figures in front of me at the moment).  I pointed out that the interest rate was incorrect and the finance guy insisted that the current rate was the rate all along and I was wrong about it.  I pushed back and asked for the sales manager to come in. When he came in he said he was astonished that the rate was mis-applied and said he would be back and had to go to his desk for something and assured me he would fix it. The low interest rate was a big reason I was moving forward with this purchase . I had spent almost 2 years cleaning up my credit score( above XXXX  if I remember correctly) so I could qualify for the factory offered interest rate of 4.29% .  I was eventually told that yes I was approved for the lower rate earlier that day but now they could only get me a rate of 7.8 or something in that ballpark. Which I responded saying that I would've to come back in a day or 2 after I got my own car loan with a more reasonable rate and their response was that I would loose my deposit if I didn't move forward right then and they would put the truck back on the showroom for sale. It was suggested to me by them that I could just buy the vehicle that night with the higher interest rate but then go ahead and get the loan refinanced the next day or when ever I wanted. We calculated the total cost in finance charges for a $XXXX Loan multiplied by the life oft the loan even if I didn't refinance. I forget the exact amount that was agreed on but it was what you would expect using simple arithmetic based on a. APR and the total amount borrowed and the length of the loan and again I was reassured that, I could refinance \"any time \" without any problem.\n\nSo based on the conversations there in the finance office between myself the finance manager , the sales manager , and the salesman XXXX XXXX  keeping in mind what I was promised and told to be accurate I went forward with the purchase that night around midnight after being their in the midst of the deal for more than 12 hours and I just wanted to leave and get away from these terrible people\n\nSince that time I have come to understand that I was lied to and have been the victim of fraud at nearly every turn behind this purchase and financing the vehicle through Capital One.\n\nWhen I spoke with capital one a few days later about refinancing I was told I had to wait a month before I could refinance. So after waiting a month I was then told that I had to wait a year and then I could get it refined by capital one themselves where I wouldn't have to do anything but change the loan and then save the money every month with the new loan because of the lowered interest rate. I was not happy but decided id wait until the year was up and then make the refinance.  However just like every time before, when I called after that year was passed I was told that they dont ever refinance a loan that they had issued....\n\nSince then I have experienced nothing but the same tactics including repeated lies and misleading statements from capital one and its employees I was able to reach by phone. Capital One was and remains unwilling to do anything less than continue to exploit me and do everything they can to make things more difficult for me and try to get me further and further into debt . Even during covid-19 I. Explained that I had been left without employment and no income coming in, they would not work with me or do anything that would help me. They did however continue to try to profit from the situation by trying to mislead me into \"deferring\" the payments the end of the loan ( but not disclosing that those payments would continue to collect penalties and extra finance charges every single day until after every thing else had been paid off and then and only then could I start paying these postponed payments and the extra XXXX  of dollars added to each payment that was \"deferred\". I would not have been allowed to pay those payments early and catch up, they wouldn't allow you to get out from the insane criminal extra charges and fees. Until the loan was all paid up , then and only then could you get the extra fees and interest for each of the \"deferred\" payments to stop.  They continued to push that predatory offer on me over and over all the while claiming it would \"help \" me and never bothering to explain the details and high high extra costs and finance charges that would be added only at the end of the loan. Even paying off the entire loan still would not stop the extra finance charges and fees. And of course they would be holding the pink slip of your vehicle until after they had everything they wanted and might posibly be able to extort additionally.\n\nAs things have been during and after covid-19 I have not been able to return to my business and generate any income. Also at that time i became a father to a wonderful little boy and have had a significant amount of extra bills that I must be responsible for, and as a single father with no family in the area to rely on for babysitting I must devote the majority of my time to my son.  I tried to claim a hardship and asked if there was any changes that could be made to my vehicle payments but they declined to offer any Assistance.\n\nAt this point I have not been able to make any payments for going onto as year now, and of course they have been trying to repossess my truck and have threatened to sue me and force me to pay their lawyers costs. I have asked for an opportunity to negotiate with them or begin arbitration but again they refused all and any offers I made.  Including a $XXXX dollar offer (that I was going to borrow while using my camera equipment and assets as collateral)I made to them to consider the loan paid and satisfied that I have reiterated several times , however they declined and have instead continued to increase fines ,fees, and extra finance charges to artificially increase the amount due. \n\n\nFinally i must make it very clear that I was mislead as to the nature of this loan and how the interest would be compounded and accrued. I was simply asked if I had a car loan in the past and when I answered that I had financed vehicles in the past the finance manager said that \"this loan will be the same as the others you may have had when you purchased your other cars\"\nI then said I wanted to be clear so I asked if it would bd as straight Forward as making a simple calculation to involve the amount borrowed ,  the interest rate represented to me as APR , and the length of there loan. The finance manager and I worked out the total amount that my loan would cost me and I was told that is and will be the way my loan is calculating the interest I would be paying for the life of the loan.  Taking what he said as binding I reminded him that we were making a verbal agreement and therefor a binding verbal contract as is the law in California , and he agreed that it is binding and we would be bound by our agreement for the actual costs of the loan.  With that I made it clear that I was in no way happy with the situation and I am only moving forward with the explicit intent of refinancing the loan immediately and actually getting a loan that would be representative of my credit score of above XXXX  as it was any the time and I was entitled to but they had switched its during the deal at last minute as well as threatening me with the loss of my $XXXX  deposit if I didn't make the purchase and sign for the loan right there before I left the finance office. Additionally it was nearly midnight and I could not call any banks or my credit union or any other lenders to get a competitive offer.They clearly stated that I would loose the truck to another buyer who would get the benefit of my $XXXX  loan credited to them as it had already been paid if I failed to complete the deal and left the dealership at that time.\nOf course when I did call capital one the next day and attempted to take advantage of a refinance offer that I had just been approved for by capital oe via online application I was told that I had to wait a month before I could do that. When I then submitted another refinance offer after a month I was then told that I would have to wait a year, and then no surprise after waiting a year I tried again ad was told that capital one didn't do that and even if I got a refinance offer from another bank I would still be required to pay all the interest and fees anyway plus new fees and costs and interest payments to a new loan provider.So I continued on with them but as time went on I  was noticing many deceptive practices and unclear ways to save any money. I was told to use the online paymenty calculator that they  said was on the website, however I was not able to ever locate iota even after asking many times and asking them to help me find it while they were on the phone. Never saw it , I asked for a link to it they refused but assured me it was there.\n\nI went as far to make some complaints directly to the office of the president of the company and was called back by one of the assistants to the CVEO and president of Capital One in West Virginia. Even she was unable to help me locate any Resources that I could use to accurately understand how the interest was calculated between payments except to say that the length of time between making a payment and another payment would accrue interest inn that time but was unable to give me a strategy to avoid extra finance charges even if I paid everything onetime. I complained asbniut all the misleading statements and procedures that I was having problems with and the lies I was told about refinancing after a month then after a year but she offered no help or cart in the lies and misrepresentations endemic in the company.\n\nNow I dont know what to do. I need help I am a single father with a XXXX  year old little boy who is being hammered by child support even though after covid-19 I have no income and have my son half of the time . I pay for his needs and then also must somehow pay child support . I am trying to move forward and be self sufficient and pay my bills but I keep getting screwed and treated unfairly. I desperately need help ad humbly ask for assistance.  \n\nThank You","date_sent_to_company":"2023-11-01T17:05:24.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"902XX","tags":null,"has_narrative":true,"complaint_id":"7781507","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-11-01T00:07:46.000Z","state":"CA","company_public_response":null,"sub_issue":"Changes in terms mid-deal or after closing"},"highlight":{"complaint_what_happened":["When I then submitted another refinance offer after a month I was then told that I would have to wait a year, and then no surprise after waiting a year I tried again ad was told that capital one didn't do that and even if I got a refinance offer from another bank I would still be required to pay all the interest and <em>fees</em> anyway plus new <em>fees</em> and costs and interest payments to a new loan provider.So I continued on with them but as time went on I  was noticing many <em>deceptive</em> <em>practices</em> and unclear ways"]},"sort":[9.684775,"7781507"]},{"_index":"complaint-public-v1","_id":"2809491","_score":9.637877,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXX Documents JG Wentworth was supposed to follow XXXX XXXX   guidelines for Cap and Extend after the 90 day forbearance without prejudice or negative effect on credit. They are falsely stating people were denied when they did not process the loan modifications at all. There Chief Compliance Officer doesn't even know what cap and extend is and told me I had to do a Uniform Borrower Assistance Form. That's just not true. It is the Mortgage Assistance Application for disaster victims that myself and all disaster victims, for which they hold mortgages, need to complete. I had to find it online myself on the XXXX XXXX website. I am attaching it. I submitted it to the company and you can see highlighted at the bottom is a place for them to have inserted their servicer name, website, address and fax number. It is blank because they never gave me the correct modification form. I received online correspondence that I was in default even though I made my XXXX and XXXX payment. JG Wentworth is forcing me and other disaster victims into default. \n\nI should be making payments towards my trial period, except they never processed my Cap and Extend properly. \n\nJG Wentworths Senior VP of Compliance, XXXX XXXX, from JG Wentworth had no idea what Cap and Extend was when I spoke with him on the phone on XX/XX/XXXX. He also told me that I had to do a UNIFORM BORROWER ASSISTANCE FORM. He attempted to intimidate me by telling me he knew who I was and I was on his radar. I called him back right after our conversation to get his email so I could send him the documents JG Wentworth was required send to us ( since he was clueless ), but he didnt answer and has yet to return my call. \n\nI got a response from JG Wentworth on XX/XX/XXXX. Employee # XXXX called me XXXX XXXX, XX/XX/XXXX. She stated, verbally, that my interest and principle were going to go up, so I did not qualify for the cap and extend. That is not a legal reason for denial. She incorrectly stated that a notice was mailed to me about why I was denied. That never happened. We figured out that she was talking about the online notice that I have attached. That notice has no letterhead, no date and no reason for denial. That is illegal. I requested a legal notice be sent, but never received one. For your convenience, I am attaching all of XXXX XXXX violations and breach of contract. I have watermarked my concerns and observations. The proper procedures are accessible on XXXX XXXX website. I spoke with the NACA 's Members ' Assistance Program. The representative could not believe anyone gave XXXX XXXX a mortgage license. He said they were loan sharks and that he thought the reputable mortgage companies were complying with the law. XXXX XXXX has not gotten back to me with a resolution. JG Wentworth does have a license in FL, Texas and CA, all hit by disasters. That really concerns me. \n\nI am a XXXX XXXX XXXX. I work hard. I am not a banker or a finance manager, yet I understand the financial tools put in place to protect XX/XX/XXXX hurricane victims and their mortgages better than my mortgage servicer. Their criminal actions are putting disaster victims ' houses, credit, equity, and health in jeopardy. If myself and others are illegally forced to complete the Uniform Modification ( they have already ruined our excellent credit ratings by illegally putting us into default ) our modified mortgage interest rates and payments will go up. They are actually legally supposed to decrease interest rates. JG Wentworth is lying to their customers. That is fraud. They are trying to bully their customers in order to make money off of them. They are ruining credit- that's liable. They are in breach of contract. They never followed the correct procedures to process my loan in the 1st place, committing illegal predatory practices. I am sure there are thousands of us they are doing this to. They have to be doing this to every disaster victim that applied for a Cap and Extend. They certainly didn't process the requests correctly or at all in my case. This is going to disproportionately affect minorities, the poor and the elderly who have already suffered from disasters. JG Wentworth is illegally making money off of victims and their hardships. They are going to put me into foreclosure proceedings this month, even though I have submitted to them the correct form from XXXX XXXX website and have made my XXXX and XXXX payments. \n\nI can't believe that on XX/XX/XXXX XXXX XXXX, JG Wentworths Senior VP of Compliance put into writing on the Consumer Financial Protection Bureau that I was denied a cap and extend because my interest rate would go up. That is just not a reason for denial according to Fannie Mae 's regulations. They need to lower my interest rate to 4 % see XXXX XXXX Modification Interest Rate Exhibit XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX made them give me a Cap and Extend on XX/XX/XXXX. 4 days before XXXX XXXX,. JG Wentworths Senior VP of Compliance, made his fraudulent statement to the Federal Agency. XXXX XXXX   XXXX! XXXX This company is incompetent. The Cap and Extend was not even done correctly. Nowhere in the language does it state that ( because of JG Wentworth 's error processing our loan ) that the forbearance period was extended from XX/XX/XXXX-XX/XX/XXXX. I was told verbally by a representative from XXXX XXXX on XX/XX/XXXX that they were going to take my XXXX and XXXX payments ( I made to be in compliance with the trial period I was supposed to be on ) and they were going to tack them on to the XXXX and XXXX payment during the 90 day forbearance period. She said that I am delinquent on my XXXX and XXXX payments. I am really tired of trying to get this bank to comply with the law. The two payments that I made should go towards the principal and escrow and we should not be reported delinquent on the XXXX and XXXX payments. I need a document from JG Wentworth clarifying that the forbearance period was extended to cover the period between XX/XX/XXXX-XX/XX/XXXX and that the payments they received during the forbearance will go towards the principal and escrow. \n\nThe Cap and Extend paperwork that JG Wentworth sent me is missing the modified interest rate of 4 %. The trial payment is using an interest rate of 4.1250. That is not right. XXXX XXXX XXXX & XXXX XXXX XXXXXXXX It's also missing important post trial period loan modification terms, such as the length of the loan. I really need a competent mortgage company. Thanks for all your help. \n\nI spoke to JG Wentworth employee # XXXX yesterday XX/XX/XXXX. She informed that that JG Wentworth did not have to abide by the XXXX XXXX modifications set forth on the XXXX XXXX   website. She told me that JG Wentworth did not have to provide me with any terms of the modification ( the interest rate and the term of the loan ) in the Cap and Extend Modification Document that they issued to me onXX/XX/XXXX. I literally told her to go to the XXXX XXXX website and look at what they needed to provide to disaster victims. She pressured me to accept a modification without any terms on the phone. I will not be a victim of this fraud. They are knowingly misrepresenting the truth, providing false and misleading information, in order to induce me to act to my own detriment. JG Wentworths Senior VP of Compliance, XXXX XXXX, lied in his response to the Consumer Financial Protection Bureau, providing the Federal agency false representation of a material fact. I have provided you with that documentation. They are criminals, taking advantage of people who have been hit by a natural disaster. This is overt breach of contract, negligence and fraud. They are engaging in criminally deceptive, predatory practices. They have lied to me repeatedly and tried to force me into a choice between foreclosure or signing their bogus documents. They are intentionally obstructing the legal process to obtain a Cap and Extend. We would like to sign our Cap and extend, but we need the correct documents. I sent XXXX XXXX email accepting the Cap and Extend with the 4 % posted standard modification interest rate and 40 year term, but that is not who processes my loan. I am attempting to send it directly through XXXX XXXX for approval because JG Wentworth is incompetent and will not follow the law. The two payments that I made in XXXX and XXXX need to be applied to the principle and the escrow. JG Wentworth needs to correct and recalculate my trial period payments. They need to remove the late fees and the inspection fee. \nIf XXXX XXXXe continues to allow JG Wentworth to do this to people, they are culpable. This is truly causing me pain and suffering and has consumed hundreds of hours of my time. Please sanction and revoke JG Wentworths license and give their victims a competent and trustworthy servicer. We are not the only people they are doing this too. \n\n\" Soliciting a Borrower for a Cap and Extend Modification for Disaster Relief The servicer must mail the borrower a Streamlined Modification Trial Period Plan Notice Evaluation Notice ( Streamlined Modification Post-Disaster Forbearance Trial Period Plan Notice ) within five days of the servicers decision to offer a Cap and Extend Modification for Disaster Relief if the mortgage loan satisfies the requirements described in Determining Eligibility for a XXXX XXXX Cap and Extend Modification for Disaster Relief and Determining the XXXX XXXX Cap and Extend Modification for Disaster Relief Terms. '' It is supposed to have the terms and interest rates. XXXX XXXX XXXXXXXX Paragraph 2 of Evaluation Notice STREAMLINED MODIFICATION POST-DISASTER FORBEARANCE TRIAL PERIOD PLAN NOTICEdocument states Proposed Modification Terms If you successfully complete the Trial Period Plan by making the required payments, you will receive a modification with an interest rate of [ ENTER POSTED STANDARD MODIFICATION INTEREST RATE ] %, which will be fixed for 40 years from the date the modification is effective. If we determine that the unpaid balance of your Mortgage is more than 115 % of the value of your home, you will be eligible to have up to 30 % of your principal balance deferred, and the deferred amount will not be subject to any interest rate charges. Moreover, the deferred principal amount will not be due and payable until the earliest of ( i ) the end of the 40-year term of the modified mortgage, ( ii ) the interest-bearing balance of your loan has been paid off, ( iii ) any sale or transfer of your interest in the property, or ( iv ) a refinance of your mortgage loan. \n\nIf you do not want to modify your mortgage loan into a 40-year fixed rate loan, and believe that you can afford a monthly payment that is equivalent or almost equivalent to your current monthly principal and interest payment amount and would rather keep some of the existing terms of your loan, please read the first Frequently Asked Question below, and contact us immediately at [ SERVICER PHONE NUMBER ]. \nXXXX XXXX XXXX I want a competent mortgage Servicer. This has been really stressful. Its the 3rd time this co. has majorly messed up my mortgage. Twice they made duplicate payments to homeowners insurance companies. One time they paid it to two different companies, which was a disaster. I didnt realize for 6 months until they re-amertized the escrow raising my mortgage payment hundreds of dollars. JG Wentworth didnt want to pay me back until I complained to the state of FL. This company is incompetent and just causes me major headache after major headache. Also, their customer service is terrible and the people that run it are rude and unethical. I hope someone address this large scale problem. \nSincerely, XXXX XXXX Complaint made against XXXX XXXX XXXX XXXX XXXX Customer Service Department XXXX. XXXX XXXX XXXX, NJ XXXX ( XXXX ) XXXX","date_sent_to_company":"2018-02-10T05:57:50.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"32003","tags":null,"has_narrative":true,"complaint_id":"2809491","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"The J. G. Wentworth Company","date_received":"2018-02-10T00:46:56.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["JG Wentworth is lying to their <em>customers</em>. That is fraud. They are trying to bully their <em>customers</em> in <em>order</em> to <em>make</em> money off of them. They are ruining credit- that's liable. They are in breach of contract. They never followed the correct procedures to process my loan in the 1st place, committing illegal predatory <em>practices</em>. I am sure there are thousands of us they are doing this to. They have to be doing this to every disaster victim that applied for a Cap and Extend."]},"sort":[9.637877,"2809491"]},{"_index":"complaint-public-v1","_id":"16063060","_score":9.598133,"_source":{"product":"Credit card","complaint_what_happened":"To Whom It Concern for dispute resolution, I have experienced significant prejudice regarding American Express credit card dispute handling controls, which potentially violate the spirit and intent of Title X of the Dodd-Frank Wall Street Reform and Consumer Protection Act ( CFPA ). Title X of Dodd-Frank established the Consumer Financial Protection Bureau ( CFPB ) with the core mission of protecting American consumers from harmful practices within the financial industry. A critical aspect of this protection lies in the effective handling of credit card disputes, allowing consumers recourse when facing stubborn and unfaithful credit card issuers. I, XXXX XXXX, am currently being held liable for disputed charges despite providing strong evidence. I have concerns about inadequate training for XXXX  XXXX XXXX staff handling dispute resolutions. The shortcomings in the Amex dispute handling processes raise serious questions about their compliance with consumer protection standards and the principles underpinning the CFPB 's creation. The Dodd-Frank Act, through the establishment of the CFPB, aimed to empower consumers and hold financial institutions accountable for fair practices. Inadequate dispute resolution mechanisms directly undermine this objective. I, XXXX XXXX, respectfully request a full and permanent settlement of the dispute in my favor. \nAccording to Amex XXXX XXXX, XXXX. This code applies when the goods or services are not as advertised or described, making the cardholder feel deceived. XXXX Not As Described : This code is used when the received goods or services do not match the agreed-upon terms or quality. Services Not Received. This code is applicable when the cardholder did not receive the goods or services they paid for. According to Amexs terms of service, Amex encourages merchants to maintain high ethical standards and comply with Amexs rules and regulations. I respectfully request that these charges be disputed. I am requesting a full reversal of the misrepresented transactions. The Merchant has stopped communicating with me and makes no effort to provide services to me. \n\nI am burdened by financial and emotional distress as a result of XXXX XXXX 's deceptive practices. I am seeking justice and restitution for the damages incurred. Please grant me a reversal of transactions for my peace of mind and financial stability. I received no benefit and am a victim of unethical business practices. Please altruistically consider my circumstances. Your assistance is appreciated. \n\nI am requesting claims and defenses under Federal law 15 USC 1666i. This section specifies the cardholder 's liability is the value of the disputed transactions when the issuer is notified. Regulation Z, specifically 1026.12 of the TILA contains special credit card provisions that limit my liability. According to California Financial Code Section 2102, 17000 and Federal law principles. I reserve the right to refund. Consumers should be protected from financial loss. The Fair Credit Billing Act safeguards consumers from financial loss. I am requesting a reversal of multiple transactions due to material misrepresentation perpetrated by the merchant. I am withholding payment on the disputed charge ( s ) Please grant me a 100 % reversal because I was defrauded. I am now educating myself about these consumer laws, financial concepts, interest rates, credit card disputes, and Amex card member agreement. I was recently diagnosed with XXXX, which impaired my judgment and reaction time to this unconscionable activity. XXXX have sided with me, and I trust Amex will align with me. Thank you for your continued service and dedication to protecting customers The merchant, XXXX XXXX, perpetuates online mass marketing fraud with a wake of victims banding together. XXXX XXXX demonstrated a clear lack of ethical standards and has violated the Amex rules and regulations for merchants accepting their credit card customers. Due to his complete lack of communication and unauthorized use of credit card information, reconciliation is impossible. This is a common theme of victims of XXXX XXXX. I asked Amex to please reverse the transaction and let XXXX XXXX and me continue our dispute outside of Amex 's purview. \n\nAccording to Amexs terms of service, card issuers encourage merchants to maintain high ethical standards and comply with XXXX XXXX rules and regulations. XXXX XXXX, has demonstrated a clear lack of ethical standards and has violated XXXX rules and regulations. This is not a case of buyer 's remorse. I am exercising the chargeback right through my credit card issuer Amex. \n\n\n\n\nThe agreement states, \" XXXX XXXX XXXX agrees to return the full principal amount of {$41000.00}, along with the adjusted interest of {$1500.00}, totaling {$43000.00}, no later than 30 days from the date the capital was received by XXXX XXXX XXXX. In the event of failure to repay this amount by the agreed deadline, the XXXX acknowledges legal responsibility to pay the full amount and agrees that XXXX XXXX reserves the right to initiate a chargeback or take legal action to recover the outstanding balance. '' Its important to note I have reported the merchant to the regulating authorities for misuse of credit card information, misrepresentation, and mass marketing fraud. I have followed the Internet Crime Complaint Center, FTC and SEC suggestions for reporting this transaction to Amex as fraud. \n\nIve also connected with several others who were scammed in the same way. Theyve experienced the same : refund refusals, surprise fees, and unauthorized transactions. In many cases, when people posted bad reviews, they were pressured to remove them through threats of legal action, offers of partial refunds, or claims of fake reviews. \nPlease see the attached url and images of the reviews publicly online. \nXXXX XXXX XXXXXXXX Recent case law applicable to my dispute : XXXX XXXX  filled XX/XX/XXXX from the United States District Court Southern District of Florida , Federal Trade Commission VS Ecom Genie Consulting , et all pursuant to Sections 13 ( b ) and 19 of the FTC Act, 15 U.S.C . 53 ( b ), 57b, and the Business Opportunity Rule. 2. Defendants use deceptive earnings claims to lure consumers into investing tens of thousands of dollars times borrowed against consumers ' homes and retirement funds to purchase what Defendants advertise as a surefire business opportunity. Touting their \" track record of success '' and a \" money-back guarantee, '' Defendants claim that purchasers will earn substantial passive income from e-commerce stores managed by Defendants. In reality, the promised earnings rarely, if ever, materialize, and most consumers lose substantial amounts. 3. The Business Opportunity Rule is designed to help prospective purchasers evaluate the risks to investing in a new business by prohibiting misrepresentations and requiring sellers to disclose key information such as substantiation for any earnings claims, past litigation history, and contact information for prior purchasers. Defendants routinely misrepresent the company 's refund policy, and potential earnings and fail to make any of the required disclosures to prospective purchasers.\n\nXXXX XXXX filled Filed XX/XX/XXXX from the United States District Court Central District of Califonia , Federal Trade Commision VS Acend Capventures Inc , et all The FTC brings this action for Defendants violations of Section 5 ( a ) of the Federal Trade Commission Act ( FTC Act ), 15 U.S.C. 45 ( a ), the FTCs Trade Regulation Rule entitled Disclosure Requirements and Prohibitions Concerning Business Opportunities ( Business Opportunity Rule or Rule ), 16 C.F.R. Part 437, as amended, and the Consumer Review Fairness Act ( CRFA ), 15 U.S.C. 45b. For these violations, the FTC seeks relief, including a temporary, preliminary, and permanent injunction ; monetary relief ; and other relief, including an asset freeze, appointment of a receiver, and immediate access to Defendants business premises, pursuant to Sections 13 ( b ) and 19 of the FTC Act, 15 U.S.C. 53 ( b ), 57b, the Business Opportunity Rule, and the CRFA. After consumers invest, the promised gains never materialize, and consumers are left with depleted bank accounts and hefty credit card bills. Defendants scheme has defrauded consumers of at least {$25.00} million.\n\nXXXX XXXX Filed XXXX  from the United States District Court Eastern District of Pennsylvania , Federal Trade Commission VS ECOMMERCE EMPIRE BUILDERS et all . The FTC brings this action for Defendants violations of Section 5 ( a ) of the FTC Act, 15 U.S.C. 45 ( a ) ; the FTCs Trade Regulation Rule entitled Disclosure Requirements and Prohibitions Concerning Business Opportunities ( Business Opportunity Rule or Rule ) 16 C.F.R. Part 437, as amended ; and the Consumer Review Fairness Act ( CRFA ), 15 U.S.C. 45b. For these violations, the FTC seeks relief, including a temporary, preliminary, and permanent injunction, monetary relief, and other relief, pursuant to Sections 13 ( b ), and 19 of the FTC Act, 15 U.S.C. 53 ( b ), 57b ; the Business Opportunity Rule ; and the CRFA. Defendants market their business opportunities as Done For You Services, Case XXXX Filed XX/XX/XXXX from the United States District Court District of New Jersey , Federal Trade Commission VS THEFBAMACHINE INC et all , The FTC brings this action for Defendants ' violations of Section 5 ( a ) of the FTC Act, 15 U.S.C. 45 ( a ) ; the FTC 's Trade Regulation Rule entitled \" Disclosure Requirements and Prohibitions Concerning Business Opportunities '' ( \" Business Opportunity Rule '' or \" Rule '' ), 16 C.F.R. Part 437, as amended ; and the Consumer Review Fairness Act ( \" CRFA '' ), 15 U.S.C. 45b. For these violations, the FTC seeks relief, including a temporary, preliminary, and permanent injunction ; monetary relief ; and other relief, including an asset freeze, appointment of a receiver, and immediate access to Defendants ' business premises, pursuant to Sections 13 ( b ) and 19 of the FTC Act, 15 U.S.C. 53 ( b ), 57b ; the Business Opportunity Rule ; and the CRFA. \n\nCase XXXX Filled XX/XX/XXXX from the United States District For The Southern District of Florida Federal Trade Commission VS DK AUTOMATION LLC The FTC brings this action under Sections 5 ( a ), ( m ) ( 1 ) ( A ) - ( B ), 13 ( b ), and 19 of the Federal Trade Commission Act ( FTC Act ), 15 U.S.C. 45 ( a ), 45 ( m ) ( 1 ) ( A ) - ( B ), 53 ( b ) and 57b, which authorize the FTC to seek, and the Court to order, temporary, preliminary, and permanent injunctive relief, monetary relief, civil penalties, and other relief for Defendants acts or practices in violation of Section 5 ( a ) of the FTC Act, 15 U.S.C. 45 ( a ), the FTCs Trade Regulation Rule entitled Disclosure Requirements and Prohibitions Concerning Business Opportunities ( Business Opportunity Rule or Rule ), 16 C.F.R. Part 437, as amended, the Consumer Review Fairness Act of 2016 ( CRFA ), 15 U.S.C. 45b, and prior Commission determinations concerning unfair and deceptive acts or practices in commerce. The amended Business Opportunity Rule became effective on XX/XX/XXXX, and has since that date remained in full force and effect. \n\nI have enlisted the local San Jose police department, the California Department of Financial Innovation and Protection, the California Department of Justice, the California Department of Consumer Affairs, the Better Business Bureau, SEC, the Internet Crime Complaint Center, the Consumer Financial Protection Bureau, International Consumer Protection and Enforcement Network ( ICPEN ) California Privacy Protection Agency and the Federal Trade Commission. While these agencies may have different jurisdictions and specific mandates, they share common goals of protecting consumers like myself. \n\nWith clean hands and good faith, XXXX XXXX XX/XX/XXXX","date_sent_to_company":"2025-09-19T10:00:43.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"89139","tags":null,"has_narrative":true,"complaint_id":"16063060","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2025-09-19T08:07:03.000Z","state":"NV","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Part 437, as amended, the Consumer Review Fairness Act of 2016 ( CRFA ), 15 U.S.C. 45b, and prior Commission determinations concerning unfair and <em>deceptive</em> acts or <em>practices</em> in commerce. The amended Business Opportunity Rule became effective on XX/XX/XXXX, and has since that date remained in full <em>force</em> and effect."]},"sort":[9.598133,"16063060"]},{"_index":"complaint-public-v1","_id":"10898475","_score":9.208639,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX the XXXX, it is clear in your response that you have zero intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional 3 months, XXXX XXXX, till XXXX of XXXX under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program.\n\nYou are Again, being DEMANDED to : 1 ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. 2 ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. 3 ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable REAL relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. \n\n\nXX/XX/XXXX FACTS. \n\n1 ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible.\n\n2 ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all 3 credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on Deaf Ears. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you.. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXX of XXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XX/XX/XXXX 6 Months Later ..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In Fact, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within 5 minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the Harm this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution.\n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. \n\n2 ) You are being DEMANDED to contact ALL 3 Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan.\n\n3 ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXX XXXX ( XXXX ) XXXX UPDATED : XX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities.\n\n3/30/2024 United Community continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making Zero attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury .... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the 3 credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional 7 to 8 months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID. \n\nXX/XX/XXXX Update : This company continues to play ignorant and dumb which in fact they may very well be both, however, they are still held to a LEGAL RESPONSIBILITY to STOP committing FRAUD and FEDERAL CRIMES. You have been asked Repeatedly to FIX the enormously large number of errors embedded in those CRIMES and compensate me appropriately. The more you ignore the PROBLEM the larger it will get. Please hold this BANK INSTITUTION accountable and appropriately investigate.","date_sent_to_company":"2024-12-05T17:33:07.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"10898475","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2024-11-22T19:30:20.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["I would appreciate any assistance CFPB can provide to bring justice to the illegal <em>practices</em> of this bank institution.\n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT <em>Fees</em> on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your <em>customer</em> representative that is due back to me. \n\n2 ) You are being DEMANDED to contact ALL 3 Credit Bureau 's to correct all misinformation that you have illegally"]},"sort":[9.208639,"10898475"]},{"_index":"complaint-public-v1","_id":"7284893","_score":9.203736,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX weeks ago PNC was contacted about an account they had closed and the same account they have been previously reported on to lend credence to a prior complaint I filed and they responded to, that they were guilty of libel stating the reason for the closure was the use of inappropriate or offensive language. This is clearly not the behavior of an innocent party but of an institution that has something to hide. I have yet to receive the bank statements from PNC that I requested ; XXXX and XXXX XXXX. I am now adding XX/XX/XXXX. They have also falsely sent documents to a credit collector that I owed PNC over XXXX dollars after it was their employee who falsified records and took money out of a linked account. After being ordered to return it, someone decided to become creative and added false balances so in the end only {$50.00} out of the {$300.00} was returned when that individual caused overdraft fees to post to an account that they accessed over a false allegation that my account was frozen when it was active. He/she  also claimed a {$400.00} deficit on an account that did not exist prior if there was money transferred from the same account to the new account AND if it was in part returned making the allegations of a deficit a criminal act. This latest slight and PNC 's claim of conduct unbecoming as a reason for closure is nothing short of open racism and prejudice as financial institutions know they will be believed over the customer and abuse the power given for as long as they can. PNC 's regulations of code of conduct is a code of impunity that continues to defraud past and present customers based on reviews. However, it is not too big to fail. It is a XXXX-month cycle of harassment and discrimination levied against me that is personal and predatory in its bias. The checks will be returned after copies are made as they were deposited and rejected prior. I am thereby stating in writing that I will not succumb or allow the person or persons to continue the bigotry and hate by depositing another bad check. I know what was cleared and what was not. I asked for the same type of checking on the CLEARED accounts to be sent as a replacement and PNC has refused to comply to that demand letter sent. I am also requesting that this be sent to the regulatory body to prove that this institution is actively engaging in activities in direct and continued violations of a protected class and has behaved in a manner that I find both threatening and bigoted for personal gain t the financial expense of not one but TWO innocent parties to cover up a crime. I have always maintained and shown evidence of damaging behavior committed by this bank. PNC has not. They have changed their story several times, sent checks that will cause continued financial distress without refunding monies owed, lied about balances that if they were truthful would have resulted in records received, and not yet another complaint and now have again committed another violation under the FOIA act. This bank is racking up charge after charge and has made the victim who is not their customer, but a third party, suffer needlessly with deceptive business practices in order to undermine my integrity and, by refusing repeated letters of demand, is attempting to defend their actions by offending my intelligence. \n\nThat said, this is a letter of demand that ( 1 ) the institution remove this false allegation of a debt that they invented by contacting the collection company, XXXX, file no. XXXX within XXXX business days from today, XX/XX/XXXX to avoid records of this act being sent to the agency as proof of PNC 's intent to defraud along with ( 2 ) a letter of confirmation in writing mailed to my address of their contact. I also ( 3 ) demand that a direct deposit/wire transfer be set up to deposit funds owed including those not received within that 3 day timeframe which is a reasonable accommodation request. ( 4 ) Records requested of ALL banking activity from XX/XX/XXXX to XX/XX/XXXX is to be mailed and confirmed also within XXXX business days or intent will be established as fact. ( 5 ) PNC is ordered to cease any further attempts to entrap and/or undermine my credibility and ordered to comply with the law including direct funding requests made on three separate occasions after invoking ADA rights and all repeatedly ignored. Since the checks sent has a routing number that proves they do wire transfers, refusing to do so is against policy, code of ethics, and an overt act of discrimination due to XXXX. I also have observed a disturbing pattern employed by the department in question ; all implicated in this incident are female despite having spoken to various males within the same. I believe this is not accidental but a misogynistic approach of intimidation by gender. Therefore I believe the guilty party to be male as they are typically less scrutinized and with higher positions than their female counterparts in the same field and therefore generally see women as 'weak ' and less likely to ask questions. I had requested at the time records from XXXX that can prove without doubt violations did occur and records tampered with having removed the link between banks before any records can be changed. PNC can be reasonably assumed to be uncooperative knowing that disclosure was sent in an attempt to resolve the matter previously. To delay after confirmation was made they will be sent is an indication of guilt. However, it is also a violation of Federal law. That means the original reason, not the secondary alteration is still intact. PNC was well aware of the wrongdoing of their employee and decided that their only recourse to avoid scandal was to create a situation of their own making. It has not only failed ; they chose to behave in an unprofessional manner toward a third party and not their intended victim. There are now TWO witnesses to their actions. Replacement checks from PC are in violation of a request that the same account and routing numbers be used. All banks have different accounts, The excuse that was given when I contacted them on refusing to comply, but the customer should not be insulted to the degree that it is assumed the different accounts are not for specified actions. Yet PNC did just that. Consumers are also well aware of the dreaded internal email made evident by long pauses between question and answer and it is unfortunate that their employees chose themselves over the law. Doing so, gave weight to the opinions of their value in the workplace and certainly worked against them in advancing their own careers. But I digress. This is now the XXXX demand letter of non-compliance. \nThe checks will be returned as this violated the previous demand agreement and am without doubt that if deposited they too will be rejected. PNC 's continued treatment of customers who are receiving 100 % of their income from XXXX should not go unpunished or unnoticed. I am going on record to inform PNC that I will not be giving any reason to make their false claims of offensive language stick. I will lodge all my dissatisfaction and discrimination on this site and you will be dealt with through intervention only. In short, you will need to get your evidence on my conduct the old-fashioned way. I am very well-versed in the game being played here and why. PNC in refusing to do the right thing, in the continued mailing of rubberized tender, using the exact information that was rejected on a prior attempt to deposit forcing that account closure, in a dangerous and twisted attempt to undermine my credibility and nothing more and is now placed on notice. Doing so and closing a second account by their direct involvement also means they have no future access to it either and only solidifies my case as I have the direct link of their actions and the reaction it caused. I am certain the intent of PNC was not to clear my name as a victim but the end result proved just that. Unfortunately, banks do not reverse closures despite their claim but the industry through submissions like mine is changing. PNC has only strengthened my claim of discrimination with intent to defraud, slander, libel, violations of my civil rights as a consumer and citizen, and refusal under ADA law to several accommodation requests of direct deposit of funds after their check was rejected. It may even be classified as a hate crime. What it will NOT be, is successful. One or more of their employees committed conduct ethically unbecoming at a minimum and no amount of internal emails sent to offer no assistance will work in their favor. I will continue to fight indirectly and in a professional manner in writing to avoid any further slanderous accusations levied that describe perfectly their own conduct of manipulative and abusive behavior towards the public at large by refusing access to their own funds. I will also like to add here that the information on the accounts was NOT changed until they were forced to split the check via a letter of demand. It was only in response to the demand that the routing and account numbers became different. The original check, saved for my records, and in anticipation of discrimination later realized, had DIFFERENT account and routing numbers, the kind in all my checks that were accepted and cashed. These new numbers started after numerous phone calls to split as it was too large to deposit, were met with statements suggesting money laundering ( layering ) was in play by Verizon/Sedgwick . It is clearly and provable case of retaliation by PNC employees and I hope someone in one of these two institutions sees this posting claiming checks can not be split because it is 'layering ' when it could if it subsequently was. I am happy to post numerous emails sent by PNC and letters kept of their lies in written form. I will do so after day 3 to this or the governing body if no agreement to a wire transfer is made by PNC but there will be no entrapment via calls made when they are fully aware having spoken to that third party and continuing the harassment.","date_sent_to_company":"2023-07-22T01:00:13.000Z","issue":"Closing an account","sub_product":"Other banking product or service","zip_code":"30813","tags":null,"has_narrative":true,"complaint_id":"7284893","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2023-07-22T00:57:25.000Z","state":"GA","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["This bank is racking up charge after charge and has made the victim who is not their <em>customer</em>, but a third party, suffer needlessly with <em>deceptive</em> business <em>practices</em> in <em>order</em> to undermine my integrity and, by refusing repeated letters of demand, is attempting to defend their actions by offending my intelligence. \n\nThat said, this is a letter of demand that ( 1 ) the institution remove this false allegation of a debt that they invented by contacting the collection company, XXXX, file no."]},"sort":[9.203736,"7284893"]},{"_index":"complaint-public-v1","_id":"11355298","_score":9.193037,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX, I received a reply from this corrupt criminal institution, claiming they've done their best to correct any errors and believe they have resolved the issues. Please have ALL of your former XXXX XXXX employees that are currently employed with you, not pursue any further resolve to this concern and place it in the hands of the BEST employee you have there that doesn't have a criminal background or the education level of a XXXX XXXX You have broken laws and you have lied repeatedly ... ... isn't it obvious i'm not going to stop till you have stopped lying and breaking laws and have officially corrected your mistakes with compensation??? we can keep this going forever if you'd like, my burdens will be your burdens and i will drain your patience till it is resolved : ) To Whom It May Concern, Because it is apparent that you have failed in researching and addressing my complaints and Previous Letter From XX/XX/XXXX In response to your letter dated XXXX XXXX XXXX, it is clear in your response that you have zero intention in correcting your mistakes. If you were committed to fixing the errors you have caused, you certainly have had the time. This issue started after you failed to extend my Forbearance an additional 3 months, AS REQUESTED, till XXXX XXXX XXXX  under the Cares Act. You have had since then to reconcile all mistakes made by your team and adjust ALL balances and PAYMENTS as requested and required to bring the account in balance. You are in ERROR in stating that I transitioned from a Forbearance program and into a Deferral program on XX/XX/XXXX. Again, your representative STATED that a program did exist and that I could quality for a debt reduction and well as a possible interest rate reduction, however, I was under the FULL understanding and mindset to pursue an additional 3 Month Forbearance Extension, as it was MY RIGHT to do so under the Cares Act until XXXX of XXXX, and NOT to pursue and agree to alternative programs suggested by your representatives that would negate or override the rights to the already Enrolled Forbearance program. Any mistakes in communication were on You as a Bank as well as the Representatives that represent your Bank and the options and program details available for that program. Clearly, you have not fulfilled those obligations. If you have PROOF of me verbally, or in writing, accepting with full awareness and details of an alternative program to the Forbearance Program under the Cares Act, you are hereby being DEMANDED to provide LEGAL IRREFUTABLE PROOF of it as well as PROOF that I understood what I was agreeing to and the process that would unfold under that program. \n\nYou are Again, being DEMANDED to : 1 ) Adjust ALL PAYMENTS to PAID ON TIME, as I have clearly provided INDISPUTATIVE proof of. 2 ) Remove any NEGATIVE erroneous reporting that you have initiated to the Credit Bureaus. 3 ) You have also been sent an invoice bill that is to be paid immediately, for fraudulent charges, fees, and recovery amounts for the lengthy errors and mistakes that have been made by your bank. I suggest you take this matter seriously!! If there is not an equitable REAL relief to this matter, I will continue to adjust for further recovery & suffering of this matter. Please keep in mind that it is my belief, that this is a FAIR remedy that will be much more inexpensive on you should I pursue other Legal methods for Recovery. \n\n\nXX/XX/XXXX FACTS. \n\n1 ) I am DEMANDING PROOF of the Calls made to United Community Bank concerning my request for a FORBEARANCE EXTENTION under the Cares act in XXXX. You have failed to acknowledge this request or address it. If you are standing by what your claims are then PROVE IT!! Sending me paperwork for what I already know ; an initial Forbearance Request in XXXX, and not the follow-up request or proof that it did not exist as I have requested numerous times is simply avoiding your responsibility to that request. A call was made to you requesting the Forbearance Extension ( Recorded ) and it was verbally granted over the phone. You have been asked to make the necessary changes you have clearly made mistakes on concerning that large error made by your company but repeatedly avoid, deny, and make false, fraudulent claims about concerning the matter. This is unacceptable and you WILL be made responsible. \n2 ) You have caused substantial irreputable harm to both my credit and my ability to obtain additional credit by fraudulently reporting incorrect information to all 3 credit bureaus. Facts I have NEVER been late on ANY payments ( Outside of My Rights Under the Cares Act ) on the History of this Loan. You have been sent proof of this numerous times but continue to cause malice harm financially to me by avoiding and denying proof of all payments consecutively made throughout the life of the loan. You have been billed well below the amount of what costs could be incurred and imposed on you should other avenues for recovery be taken. I strongly encourage you to take the invoice seriously and make the full payment as it has been assessed and determined to be more than fair and reasonable based on the circumstances. \n\nUPDATED : XX/XX/XXXX Yet again.. The proof has fell on Deaf Ears. Your Bank & Institution is Committing Fraud and Committing Clear Federal Crimes. I have alerted you to the facts of your errors in an effort for you to fix the clearly pervasive and intentional attacks. I have DEMANDED to you.. if you have Proof That there was a late payment PROVE IT!! you have not. I DEMANDED to you.. Provide the phone conversation in either transcript form or audit that I DID NOT intent to extend the Forbearance Program under the Cares Act in XXXXXXXX XXXX XXXXXXXX and you REFUSE to Provide It. Please understand that you are not going to win this battle, and your continuation to blatantly lie will NEVER wear me down from going after the money that you have stolen from me as well as the damage you have caused financially to me that I will recover from you. \n\n\n\n\n\n\nUPDATED : XX/XX/XXXX 6 Months Later ..... I requested UNITED COMMUNITY BANK on XX/XX/XXXX to provide proof of Phone Call interactions to reveal ALL INFORMATION concerning my conversations that took place that are PROOF that I did NOT enter into ANY alternative payment programs OUTSIDE of the FOREBEARANCE program under the CARES ACT. Their direct reply to me was that the information was either non-accessible or would NOT be provided to me. This Bank is HIDING information and NOT WILLFULLY engaging in any reconcilable solutions that is required from them to with any good faith, reach a suitable resolve. In Fact, this bank has continued to attach erroneous, fraudulent fees to my mortgage account ; they have engaged in illegal direct attacks toward me by soliciting my phone number, engaging in direct threats and then after the phone calls, have within 5 minutes of the ending phone call, called me back from non-traceable phone numbers to threaten harm against my life. There is also major concern that this company has misallocated funds, used unethical accounting practices, and have disguised receiving principal / interest funds by means of multiple debit/credits that appear to be against normal accounting practices. This Bank Institution has caused irreputable harm to me financially, as well as has caused XXXX since the origin of this matter in XX/XX/XXXX. I am requesting direct assistance from CFPB to do a complete AUDIT of this companys accounting practices and to do a thorough internal investigation. I am seeking Attorney assistance as well to provide relief from the Harm this Bank Institution has caused since their hard-lined attacks and responses are clearly pervasive and of an intimidating manner. I would appreciate any assistance CFPB can provide to bring justice to the illegal practices of this bank institution. \n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT Fees on my Account and provide a check in the amount of {$1400.00} that is due to me from your bank institution for the XX/XX/XXXX over-payment that per your customer representative that is due back to me. \n\n2 ) You are being DEMANDED to contact ALL 3 Credit Bureau 's to correct all misinformation that you have illegally documented on my account. Directly, that I have missed payments, which has been provided to each institution that I have NOT missed a single mortgage payment as agreed on this loan. \n\n3 ) You are being DEMANDED to get with your Attorney 's to come up with a fair and equitable monetary \" RELEIF '' amount to reconcile the harm and damage that you have caused myself, my family, and my financial well-being. \n\n\n\nKind Regards, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX To whom it may concern, I have received from you, redundant, miscalculated, erroneous statements requesting additional funds and continuing your BOLD and MALICE attempts to defraud me of monetary funds. As clearly as can be said and on record : YOU ARE FRAUDS, YOU ARE COMMITING FEDERAL CRIMES, and I WILL NOT PAY YOU UNDER ANY CIRCUSTANCES!! Your replies, as committed as they may be, but for obvious deceptive reasons to not take accountability for your lies and lack of accountability, have been received. You have stated that you have no intention to resolve your discrepancies and mistakes and you have also documented clearly that you refuse to provide the requested proof due to the obvious evidence that would be unfolded and disclosed to penalize you for such misconduct and illegal activity. Baseless, erroneous letters, threatening phone calls from your representatives that hang up and call from private throw away phone numbers to threaten my life and family ONLY emboldens me to resist you further!!! You WILL NOT WIN and you Will NOT gain traction to continue threatening, harassing and attempting to defraud me. You have caused irreputable financial harm to me, my credit and my financial ability to obtain credit due to your falsification of payment history and penalties. Attached is a bill to be PAID IN FULL by you and you will continue to be billed as further financial harm is incurred as a result of your illegal activities. \n\n\nXX/XX/XXXX United Community continues to send out erroneous bills, letters and communication that is irrelevant and baseless. They are making Zero attempts at actually taking accountability for falsifying information, committing fraud and delaying further any reconciliation to their mistakes. They have additionally recommitted themselves to harassing phone calls, doubled-down on false credit reporting and new to the list of illegal falsifications, they have created bills with inaccurate balances. This company is CLEARLY laughing in the face of CFPB as well as myself at an attempt to wear me down and achieve their goals of stealing money and committing fraud. My assumption is that this will continue to go as long as they are able to continue working the system to delay, falsify and burry information and documents so that it can not be recovered. I will continue through the anticipated months and years to update this file as further threats and illegal activities continue. At some point, there will obviously be a lawsuit that will be brought before a judge & jury .... until that time, or most likely when the truth is brought to light by those with more money than me or a class action lawsuit, please continue sending me threatening letters and large packaged envelopes with large prepaid postage expenses : ). \n\n\nKind Regards, XXXX XXXX XX/XX/XXXX United Communities last response to my clearly issued factual complaint is yet, just another poor, pathetic attempt to transfer blame without ANY BASIS OR FACTS TO BACK UP THEIR CLAIMS. Their response that I changed my mind on extending the forbearance extension under the cares act is a sad weak approach that one takes when they have no other avenue to go. You have REFUSED to provide that proof and even went as far to communicate to me that it is not accessible without formal legal actions being taken against you to do so. As incredibly absurd as it is that you have no desire to simply reconcile this issue by revealing the TRUTH, it also clearly uncovers your liability and deliberate malicious attempts to cover up illegal activity and falsifications. Simply put, this will come to a conclusion at some point, regardless of your lies and pathetic claims. And you will be forced to take responsibility for it. As previously mentioned and in continuation, as a result of this banks illegal activities, my credit has been dramatically affected, my financial well being has been adversely impacted by credit denial, increased costs based off of a low credit store and false reporting as well as the stress and an overwhelming of false threats brought on by this bank institution including threats against myself and my family from customer service representatives calling from private or blocked numbers stating they will kill me and my family. This is a sick, disgusting group of pathetic individuals at this bank institution and I will STOP AT NOTHING till this bank is held accountable. \n\n\nKind regards, XXXX XXXX XX/XX/XXXX This is an Update that United Community has stood by their continuous commitment to lie and cause longstanding financial harm to me by FALSELY providing inaccurate data to the 3 credit bureau agencies as CLEAR attempts to force me into being voluntarily defrauded by their financial institution. To date, there has NEVER been a late payment and in fact, I am due a large monetary amount by this bank, separate from what is to be claimed as DAMAGES. Their FALSE claims that I simply Changed My Mind on extending, under the Cares Act, the Forbearance Program is an ABSLOUTE LIE and is the Basis for why I will NEVER PAY YOU CROOKED CRIMINAL THIEVES a single dollar of erroneous claimed amounts DUE. You are OWED NOTHING, and will paid NOTHING. You have had plenty of time to resolve this issue and know clearly well that you are in the wrong by not providing the easy documented phone call conversation outside of a court order to do so. That is your choice to NOT research and provide it, NOT mine. Please STOP lying and communicating to me that I Changed my Mind when all common sense and FACTS would clearly show that I could have easily Under the Cares Act extended the forbearance program an additional 7 to 8 months but chose not to do so. I Stand by the TRUTH of what was said on the Phone to the representative and you Screwed it up plain & simple and tried to cover that TRUTH and those FACTS by making FALSE CLAIMES. You will PAY for what you have done and continue to do to me in terms of financial harm My Promise to YOU!!! To date, there has been NO RESOLVE and ONLY further false documentation and Erroneous Fees that I fully contest and WILL NOT BE PAID.","date_sent_to_company":"2025-01-22T12:18:54.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30253","tags":null,"has_narrative":true,"complaint_id":"11355298","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2025-01-02T18:34:49.000Z","state":"GA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["I would appreciate any assistance CFPB can provide to bring justice to the illegal <em>practices</em> of this bank institution. \n\n1 ) You are being DEMANDED to reverse ALL ILLEGAL FRAUDULENT <em>Fees</em> on my Account and provide a check in the amount of {$1400.00} that is due to me from your 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