{"took":214,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":15,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4589023","_score":22.930794,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I have been XXXX XXXX military for 15 years, and, therefore, I am exempt from paying personal property taxes. I originally leased my XXXX XXXX in NC in XXXX  and recently paid off the remainder of the loan, meaning I now own the vehicle outright. Despite providing all the required documentation to verify my tax-exempt status from the time I started leasing the vehicle, Honda/Acura Financial Service continues to call me and tell me I owe payment for personal property taxes. I have reiterated to multiple agents that, by law, I do not in fact owe the tax and that if XXXX has been paying it unnecessarily on my behalf over the last 2 years, that is their problem to fix, not mine. \n\nHonda/Acura Financial Services has now reported my account to XXXX  as being delinquent based on this property tax issue, despite the fact that I own the vehicle and have no outstanding payments due. When I called their 1-800 number to dispute this debt, the representative was unable to put me through to a supervisor and told me it is my responsibility to contact the tax agency in the county where we purchased the vehicle to verify my tax-exempt status. Not only do I no longer live in NC anymore due to moving to my new XXXX XXXX over 2 years ago, but Honda/Acura Financial Services is essentially transferring the blame for their paperwork error to me, telling me I am responsible for fixing it, and damaging my otherwise perfect credit. The representative claimed I will receive a call-back from a supervisor within 24-48 hours. Meanwhile, this issue remains my responsibility to fix. To say I am upset and completely unimpressed with Honda/Acuras customer service is an understatement, and I do not intend to pay a tax I am legally exempt from paying.","date_sent_to_company":"2021-07-30T19:11:01.000Z","issue":"Managing the loan or lease","sub_product":"Lease","zip_code":"809XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4589023","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"AMERICAN HONDA FINANCE CORP","date_received":"2021-07-30T19:02:33.000Z","state":"CO","company_public_response":null,"sub_issue":"Problem with fees charged"},"highlight":{"complaint_what_happened":["When I called their 1-800 number to <em>dispute</em> this <em>debt</em>, the <em>representative</em> was <em>unable</em> to put me <em>through</em> to a <em>supervisor</em> and <em>told</em> me it is my <em>responsibility</em> to contact the tax agency in the county where we purchased the vehicle to verify my tax-exempt status."]},"sort":[22.930794,"4589023"]},{"_index":"complaint-public-v1","_id":"2642878","_score":14.731585,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"At the beginning of XX/XX/XXXXupon closing on our new home, I discovered that Iberia Bank was inaccurately reporting information regarding a previous auto account that had been repossessed. We made arrangements to repay the outstanding amount on the loan and accidently missed a XXXX payment and called at the end of XXXX to inform them of our oversight and our intentions to provide a double payment in XXXX To our shock, Iberia Bank stated they had already sent it to garnishment. My husband and I had no choice but to file bankruptcy although the defaulted auto loan was about the only debt we had. We were advised by our attorney that only one of us should file since we lived in a community property account and had been married for over 10 years. My husband filed and the debt mentioned in this report was included it in my husband 's bankruptcy.\n\nFor approximately a year after the bankruptcy Iberia Bank continuously called and harassed me. I eventually reached out to our attorney and a cease and desist letter was sent to Iberia Bank. In response to the letter they stopped calling but apparently turned thier attention to my credit history. In XX/XX/XXXXmy husband and I began the process of purchasing our first home. Naturally our underwriter requested information regarding the account. I reached out to the special assets department of Iberia Bank and was told to speak to a representative by the name of XX/XX/XXXX. I explained the situation regarding my husband 's bankruptcy and the fact that my debt was included under his bankruptcy according to community property state laws. My husband and I have been married for over 10 years and remain currently married as of today therefore my debt was included in his bankruptcy which was discharged inXX/XX/XXXX. XXXX would not give me any information and adamantly refused to give me anything in writing regarding my account. After speaking to XXXX on 2 different occasions and getting nowhere, I asked if I could speak to a supervisor. The supervisor told me that I was incorrect in my interpretation of community property laws however she would send me a letter stating the information regarding my account status with Iberia Bank. This request was made onXX/XX/XXXXXX/XX/XXXX The supervisor told me on the phone that she would be sending me a hard copy, she also asked for my address and also if I would like an electronic copy sent as well. The letter never showed up so I began calling again to which I was told that I would only be able to speak to a different supervisor by the name of XXXX XXXX. XXXX informed me that I would never ever receive a letter from Iberia Bank stating my account status and he had no record of my call with the previous supervisor or any of the previous failed dispute attempts. The supervisor I spoke to originally ironically did not give me her name. He then repeatedly told me to take it up with the credit bureaus. I explained that I have filed a total of six complaints towards Iberia Bank regarding this issue, hired a law firm and spent multiple hours on the phone trying to get this corrected.\n\nThe problem was each and every time I called to inquire about the account or ask questions, Iberia Bank immediately would update my account with 120 days past due. As stated above, this account was included in the bankruptcy therefore I was unable to even pay on the account much less, all of a sudden be 120 days past due. UntilXX/XX/XXXXXXXX this account was not reporting. The date of the first update wasXX/XX/XXXX and the second update was on XX/XX/XXXXwhich is the date of the letter promised by the other supervisor. The inaccuracies at this point included : foreclosure terminology instead of the correct repossession terminology, the account appeared open when it was supposed to be closed inXX/XX/XXXX and numerous late payments after the date of my initial inquiry into the account. I stated for three months repetitiously then I will need all three of these inaccuracies corrected and documentation to prove that such inaccuracies were updated correctly. They refused to correct the information & repeatedly stated you will have to take that up with the credit bureau 's ; to which when I called the credit bureaus they told me that Iberia Bank verified the information, the inaccurate information. I would then turn around and call Iberia Bank and he would repeatedly state that I needed to take it up with the credit bureaus.\n\nThis consumed over three months of a daily struggle, 6 to 8 hours a day desperately trying to get correct information reported to the credit bureau 's. We are in the middle of a house closing and the inaccuracies have caused this much strife and eventually cost us our house. Iberia Bank was made aware of all of this throughout the entire past four months however refused to budge on anything brought to their attention.\n\nAs a last resort, onXX/XX/XXXXXX/XX/XXXX I decided to walk into a local Iberia Bank branch and ask for information regarding my account. The branch manager immediately pulled up my information and low and the hold the requested letter from XX/XX/XXXXwas in my file. The branch manager printed it out and gave it to me however it only stated that the account has been charged off not closed as it should be reflected. I then attempted to call XXXX with the Special Assets Department of Iberia Bank back and hopes to get the correct information reported. He again defaulted to the statement you 'll have to take that up with the credit bureau 's and furthermore told me that the credit bureaus must be obtaining their information from the wrong address and I should provide them with the correct address so that the correct information would be reflected. As absurd as this actually was I followed through with his request and as expected the credit bureaus immediately told me that I could not provide such information it would have to be given by the bank self due to the fact that Iberia Bank subscribes to their service therefore they must provide information to the credit bureau 's.\n\nAfter many phone calls to all three credit bureau 's on a regular basis it became apparent that Iberia Bank was simply moving in accurate, illegal informati after many phone calls to all three credit bureau 's on a regular basis it became apparent that Iberia Bank was simply moving in accurate information from one credit bureau to another does making it almost impossible to keep up with/and or correct.\n\nOnXX/XX/XXXXXX/XX/XXXX after many persistent phone calls and threatening to report them to the FTC and to contact the president of Iberia Bank, XXXX XXXX and XXXX XXXX  agreed to send me a letter stating they were in fact reporting inaccurately. OnXX/XX/XXXX they provided me with a copy of the universal dataform that was supposed to reflect a triveta update to each of the credit bureaus.\n\nThe following information was to be corrected : no late payments past XX/XX/XXXX no foreclosure terminology and no open account. The changes were accurate however they were only reflected on my credit report for approximately 48 hours. Upon further investigation of the submitted Universal Data Form, it was brought to our attention that they also illegally change the responsibility from a joint account to an individual account and they also increased the total amount from {$9900.00} to approximately 13,000 and one day later increased the amount owed to approximately 19,000. They also added 76 late payments to my 72 month term account after sending documentation stating all late payments were to be removed pastXX/XX/XXXX All of which is false and illegally being reported to all three credit bureau 's. Iberia Bank has refused to correct the most recent inaccuracies and have defaulted back to staing that I need to contact the credit bureaus to which I called and supplied all of my letters however due to the time restraints of the situation it was in my best interest to contact CFPB. I can provide all documentation regarding the letters written to me from Iberia Bank stating the fact that they were in accurately reporting, the copy of the universal dataform and many screenshots of their reporting over the past 4 months. This situation has cost my family and I our home and the opportunity to even purchase a home. We will not be able to ever purchase a home without Iberia Bank correcting the information. As mentioned, I have spent approximately 6 to 8 hours daily to get this corrected.\n\nThe following INACCURATE information is showing on multiple credit reporting agencies : Account open, amount past due of {$19000.00}, joint account now shows individual account responsibility and 76 late payments.\n\nThe account should ACCURATELY reflect the account closed inXX/XX/XXXX, joint responsibility, and no late payments after XX/XX/XXXX.\n\nHowever, at this point, I would like the entire debt to be removed from all three credit bureau 's so that Iberia Bank has no means of accessing my Social Security number or any of my information in the future due to multiple failed opportunities to accurately and legally handled the situation. They have changed the information they are reporting on a daily bases and I have no faith that any information reported by them will be reported correctly and will not be changed in the future unbeknownst to me.","date_sent_to_company":"2017-08-23T22:41:35.000Z","issue":"Incorrect information on your report","sub_product":"Loan","zip_code":"710XX","tags":null,"has_narrative":true,"complaint_id":"2642878","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST HORIZON BANK - WEST CONGRESS STREET BRANCH","date_received":"2017-08-23T22:29:48.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["XXXX informed me that I would never ever receive a letter from Iberia Bank stating my account status and he had no record of my call with the previous <em>supervisor</em> or any of the previous failed <em>dispute</em> attempts. The <em>supervisor</em> I spoke to originally ironically did not give me her name. He then repeatedly <em>told</em> me to take it up with the credit bureaus."]},"sort":[14.731585,"2642878"]},{"_index":"complaint-public-v1","_id":"2642880","_score":14.722239,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"At the beginning of XX/XX/XXXX upon closing on our new home, I discovered that XXXX XXXX was inaccurately reporting information regarding a previous auto account that had been repossessed. We made arrangements to repay the outstanding amount on the loan and accidently missed a XX/XX/XXXX payment and called at the end of XX/XX/XXXXto inform them of our oversight and our intentions to provide a double payment in XX/XX/XXXX. To our shock, XXXX XXXX stated they had already sent it to garnishment. My husband and I had no choice but to file bankruptcy although the defaulted auto loan was about the only debt we had. We were advised by our attorney that only one of us should file since we lived in a community property account and had been married for over 10 years. My husband filed and the debt mentioned in this report was included it in my husband 's bankruptcy.\nFor approximately a year after the bankruptcy XXXX XXXX  continuously called and harassed me. I eventually reached out to our attorney and a cease and desist letter was sent to XXXX XXXX. In response to the letter they stopped calling but apparently turned thier attention to my credit history. In XX/XX/XXXXmy husband and I began the process of purchasing our first home. Naturally our underwriter requested information regarding the account. I reached out to the special assets department of XXXX XXXX and was told to speak to a representative by the name of XXXX. I explained the situation regarding my husband 's bankruptcy and the fact that my debt was included under his bankruptcy according to community property state laws. My husband and I have been married for over 10 years and remain currently married as of today therefore my debt was included in his bankruptcy which was discharged in XX/XX/XXXX. XXXX would not give me any information and adamantly refused to give me anything in writing regarding my account. After speaking to XXXX on 2 different occasions and getting nowhere, I asked if I could speak to a supervisor. The supervisor told me that I was incorrect in my interpretation of community property laws however she would send me a letter stating the information regarding my account status with XXXX XXXX. This request was made on XX/XX/XXXX. The supervisor told me on the phone that she would be sending me a hard copy, she also asked for my address and also if I would like an electronic copy sent as well. The letter never showed up so I began calling again to which I was told that I would only be able to speak to a different supervisor by the name of XXXX XXXX. XXXX informed me that I would never ever receive a letter from XXXX XXXX stating my account status and he had no record of my call with the previous supervisor or any of the previous failed dispute attempts. The supervisor I spoke to originally ironically did not give me her name. He then repeatedly told me to take it up with the credit bureaus. I explained that I have filed a total of six complaints towards XXXX XXXX regarding this issue, hired a law firm and spent multiple hours on the phone trying to get this corrected.\nThe problem was each and every time I called to inquire about the account or ask questions, XXXX XXXX immediately would update my account with 120 days past due. As stated above, this account was included in the bankruptcy therefore I was unable to even pay on the account much less, all of a sudden be 120 days past due. Until XX/XX/XXXX this account was not reporting. The date of the first update was XX/XX/XXXX and the second update was on XX/XX/XXXX which is the date of the letter promised by the other supervisor. The inaccuracies at this point included : foreclosure terminology instead of the correct repossession terminology, the account appeared open when it was supposed to be closed in XX/XX/XXXX, and numerous late payments after the date of my initial inquiry into the account. I stated for three months repetitiously then I will need all three of these inaccuracies corrected and documentation to prove that such inaccuracies were updated correctly. They refused to correct the information & repeatedly stated you will have to take that up with the credit bureau 's ; to which when I called the credit bureaus they told me that XXXX XXXX verified the information, the inaccurate information. I would then turn around and call XXXX XXXX and he would repeatedly state that I needed to take it up with the credit bureaus.\nThis consumed over three months of a daily struggle, 6 to 8 hours a day desperately trying to get correct information reported to the credit bureau 's. We are in the middle of a house closing and the inaccuracies have caused this much strife and eventually cost us our house. XXXX XXXX was made aware of all of this throughout the entire past four months however refused to budge on anything brought to their attention.\nAs a last resort, on XX/XX/XXXX, I decided to walk into a local XXXX XXXX XXXX and ask for information regarding my account. The branch manager immediately pulled up my information and low and the hold the requested letter from XX/XX/XXXX was in my file. The branch manager printed it out and gave it to me however it only stated that the account has been charged off not closed as it should be reflected. I then attempted to call XXXX with the Special Assets Department of XXXX XXXX back and hopes to get the correct information reported. He again defaulted to the statement you 'll have to take that up with the credit bureau 's and furthermore told me that the credit bureaus must be obtaining their information from the wrong address and I should provide them with the correct address so that the correct information would be reflected. As absurd as this actually was I followed through with his request and as expected the credit bureaus immediately told me that I could not provide such information it would have to be given by the bank self due to the fact that XXXX XXXX subscribes to their service therefore they must provide information to the credit bureau 's.\nAfter many phone calls to all three credit bureau 's on a regular basis it became apparent that XXXX XXXX was simply moving in accurate, illegal informati after many phone calls to all three credit bureau 's on a regular basis it became apparent that XXXX XXXX was simply moving in accurate information from one credit bureau to another does making it almost impossible to keep up with/and or correct.\nOn XX/XX/XXXX, after many persistent phone calls and threatening to report them to the FTC and to contact the president of XXXX XXXX, XXXX XXXX and XXXX  XXXX agreed to send me a letter stating they were in fact reporting inaccurately. On XX/XX/XXXX they provided me with a copy of the universal dataform that was supposed to reflect a XXXX update to each of the credit bureaus.\nThe following information was to be corrected : no late payments past XX/XX/XXXX, no foreclosure terminology and no open account. The changes were accurate however they were only reflected on my credit report for approximately 48 hours. Upon further investigation of the submitted Universal Data Form, it was brought to our attention that they also illegally change the responsibility from a joint account to an individual account and they also increased the total amount from {$9900.00} to approximately 13,000 and one day later increased the amount owed to approximately 19,000. They also added 76 late payments to my 72 month term account after sending documentation stating all late payments were to be removed past XX/XX/XXXX. All of which is false and illegally being reported to all three credit bureau 's. XXXX XXXX has refused to correct the most recent inaccuracies and have defaulted back to staing that I need to contact the credit bureaus to which I called and supplied all of my letters however due to the time restraints of the situation it was in my best interest to contact CFPB. I can provide all documentation regarding the letters written to me from XXXX XXXX stating the fact that they were in accurately reporting, the copy of the universal dataform and many screenshots of their reporting over the past 4 months. This situation has cost my family and I our home and the opportunity to even purchase a home. We will not be able to ever purchase a home without XXXX XXXX correcting the information. As mentioned, I have spent approximately 6 to 8 hours daily to get this corrected.\nThe following INACCURATE information is showing on multiple credit reporting agencies : Account open, amount past due of {$19000.00}, joint account now shows individual account responsibility and 76 late payments.\nThe account should ACCURATELY reflect the account closed in XX/XX/XXXX, joint responsibility, and no late payments after XX/XX/XXXX.\nHowever, at this point, I would like the entire debt to be removed from all three credit bureau 's so that XXXX XXXX has no means of accessing my Social Security number or any of my information in the future due to multiple failed opportunities to accurately and legally handled the situation. They have changed the information they are reporting on a daily bases and I have no faith that any information reported by them will be reported correctly and will not be changed in the future unbeknownst to me.","date_sent_to_company":"2017-08-23T22:41:40.000Z","issue":"Incorrect information on your report","sub_product":"Loan","zip_code":"710XX","tags":null,"has_narrative":true,"complaint_id":"2642880","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2017-08-23T22:41:37.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["XXXX informed me that I would never ever receive a letter from XXXX XXXX stating my account status and he had no record of my call with the previous <em>supervisor</em> or any of the previous failed <em>dispute</em> attempts. The <em>supervisor</em> I spoke to originally ironically did not give me her name. He then repeatedly <em>told</em> me to take it up with the credit bureaus."]},"sort":[14.722239,"2642880"]},{"_index":"complaint-public-v1","_id":"2642879","_score":14.722239,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"At the beginning of XXXX XXXX upon closing on our new home, I discovered that XXXX XX/XX/XXXXwas inaccurately reporting information regarding a previous auto account that had been repossessed. We made arrangements to repay the outstanding amount on the loan and accidently missed a XXXX payment and called at the end of XXXX to inform them of our oversight and our intentions to provide a double payment in XXXX. To our shock, XXXX XX/XX/XXXX stated they had already sent it to garnishment. My husband and I had no choice but to file bankruptcy although the defaulted auto loan was about the only debt we had. We were advised by our attorney that only one of us should file since we lived in a community property account and had been married for over 10 years. My husband filed and the debt mentioned in this report was included it in my husband 's bankruptcy. \n\nFor approximately a year after the bankruptcy XXXX XX/XX/XXXXcontinuously called and harassed me. I eventually reached out to our attorney and a cease and desist letter was sent to XXXX XX/XX/XXXX. In response to the letter they stopped calling but apparently turned thier attention to my credit history. In XXXX my husband and I began the process of purchasing our first home. Naturally our underwriter requested information regarding the account. I reached out to the special assets department of XXXX XX/XX/XXXX and was told to speak to a representative by the name of XXXX. I explained the situation regarding my husband 's bankruptcy and the fact that my debt was included under his bankruptcy according to community property state laws. My husband and I have been married for over 10 years and remain currently married as of today therefore my debt was included in his bankruptcy which was discharged in XXXX XXXX. XXXX would not give me any information and adamantly refused to give me anything in writing regarding my account. After speaking to XXXX on 2 different occasions and getting nowhere, I asked if I could speak to a supervisor. The supervisor told me that I was incorrect in my interpretation of community property laws however she would send me a letter stating the information regarding my account status with XXXX XX/XX/XXXX. This request was made on XXXX XXXX, XXXX. The supervisor told me on the phone that she would be sending me a hard copy, she also asked for my address and also if I would like an electronic copy sent as well. The letter never showed up so I began calling again to which I was told that I would only be able to speak to a different supervisor by the name of XXXX XXXX. XXXX informed me that I would never ever receive a letter from XXXX XX/XX/XXXXstating my account status and he had no record of my call with the previous supervisor or any of the previous failed dispute attempts. The supervisor I spoke to originally ironically did not give me her name. He then repeatedly told me to take it up with the credit bureaus. I explained that I have filed a total of six complaints towards XXXX XX/XX/XXXX regarding this issue, hired a law firm and spent multiple hours on the phone trying to get this corrected. \nThe problem was each and every time I called to inquire about the account or ask questions, XXXX XX/XX/XXXX immediately would update my account with 120 days past due. As stated above, this account was included in the bankruptcy therefore I was unable to even pay on the account much less, all of a sudden be 120 days past due. Until XXXX this account was not reporting. The date of the first update was XXXX XXXX and the second update was on XXXX XXXX, XXXX which is the date of the letter promised by the other supervisor. The inaccuracies at this point included : foreclosure terminology instead of the correct repossession terminology, the account appeared open when it was supposed to be closed in XXXX, and numerous late payments after the date of my initial inquiry into the account. I stated for three months repetitiously then I will need all three of these inaccuracies corrected and documentation to prove that such inaccuracies were updated correctly. They refused to correct the information & repeatedly stated you will have to take that up with the credit bureau 's ; to which when I called the credit bureaus they told me that XXXX XX/XX/XXXX verified the information, the inaccurate information. I would then turn around and call XXXX XX/XX/XXXX and he would repeatedly state that I needed to take it up with the credit bureaus. \nThis consumed over three months of a daily struggle, 6 to 8 hours a day desperately trying to get correct information reported to the credit bureau 's. We are in the middle of a house closing and the inaccuracies have caused this much strife and eventually cost us our house. XXXX XXXX  was made aware of all of this throughout the entire past four months however refused to budge on anything brought to their attention. \nAs a last resort, on XXXX XXXX XXXX, I decided to walk into a local XXXX XX/XX/XXXX branch and ask for information regarding my account. The branch XXXX immediately pulled up my information and low and the hold the requested letter from XXXX XXXX was in my file. The branch XXXX printed it out and gave it to me however it only stated that the account has been charged off not closed as it should be reflected. I then attempted to call XXXX with the XXXX XXXX Department XXXX XXXX XX/XX/XXXX back and hopes to get the correct information reported. He again defaulted to the statement you 'll have to take that up with the credit bureau 's and furthermore told me that the credit bureaus must be obtaining their information from the wrong address and I should provide them with the correct address so that the correct information would be reflected. As absurd as this actually was I followed through with his request and as expected the credit bureaus immediately told me that I could not provide such information it would have to be given by the bank self due to the fact that XXXX XX/XX/XXXX subscribes to their service therefore they must provide information to the credit bureau 's. \nAfter many phone calls to all three credit bureau 's on a regular basis it became apparent that XXXX XX/XX/XXXX was simply moving in accurate, illegal informati after many phone calls to all three credit bureau 's on a regular basis it became apparent that XXXX XX/XX/XXXX was simply moving in accurate information from one credit bureau to another does making it almost impossible to keep up with/and or correct. \nOn XXXX XXXX, XXXX, after many persistent phone calls and threatening to report them to the FTC and to contact the president of XXXX XX/XX/XXXX, XXXX XXXX and XXXX XXXX agreed to send me a letter stating they were in fact reporting inaccurately. On XXXX XXXX, XXXX they provided me with a copy of the universal dataform that was supposed to reflect a triveta update to each of the credit bureaus. \nThe following information was to be corrected : no late payments past XXXX, no foreclosure terminology and no open account. The changes were accurate however they were only reflected on my credit report for approximately 48 hours. Upon further investigation of the submitted XXXX XXXX XXXX, it was brought to our attention that they also illegally change the responsibility from a joint account to an individual account and they also increased the total amount from {$9900.00} to approximately XXXX and one day later increased the amount owed to approximately 19,000. They also added 76 late payments to my 72 month term account after sending documentation stating all late payments were to be removed past XXXX. All of which is false and illegally being reported to all three credit bureau 's. XXXX XX/XX/XXXX has refused to correct the most recent inaccuracies and have defaulted back to staing that I need to contact the credit bureaus to which I called and supplied all of my letters however due to the time restraints of the situation it was in my best interest to contact CFPB. I can provide all documentation regarding the letters written to me from XXXX XX/XX/XXXX stating the fact that they were in accurately reporting, the copy of the universal dataform and many screenshots of their reporting over the past 4 months. This situation has cost my family and I our home and the opportunity to even purchase a home. We will not be able to ever purchase a home without XXXX XX/XX/XXXXcorrecting the information. As mentioned, I have spent approximately 6 to 8 hours daily to get this corrected. \n\nThe following INACCURATE information is showing on multiple credit reporting agencies : Account open, amount past due of {$19000.00}, joint account now shows individual account responsibility and 76 late payments. \n\nThe account should ACCURATELY reflect the account closed in XXXX, joint responsibility, and no late payments after XXXX. \n\nHowever, at this point, I would like the entire debt to be removed from all three credit bureau 's so that XXXX XX/XX/XXXX has no means of accessing my Social Security number or any of my information in the future due to multiple failed opportunities to accurately and legally handled the situation. They have changed the information they are reporting on a daily bases and I have no faith that any information reported by them will be reported correctly and will not be changed in the future unbeknownst to me.","date_sent_to_company":"2017-08-23T22:41:40.000Z","issue":"Incorrect information on your report","sub_product":"Loan","zip_code":"710XX","tags":null,"has_narrative":true,"complaint_id":"2642879","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-08-23T22:41:37.000Z","state":"LA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["XXXX informed me that I would never ever receive a letter from XXXX XX/XX/XXXXstating my account status and he had no record of my call with the previous <em>supervisor</em> or any of the previous failed <em>dispute</em> attempts. The <em>supervisor</em> I spoke to originally ironically did not give me her name. He then repeatedly <em>told</em> me to take it up with the credit bureaus."]},"sort":[14.722239,"2642879"]},{"_index":"complaint-public-v1","_id":"2642662","_score":14.714731,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"At the beginning ofXX/XX/XXXXupon closing on our new home, I discovered that XXXX XXXX was inaccurately reporting information regarding a previous auto account that had been repossessed. We made arrangements to repay the outstanding amount on the loan and accidently missed a XXXX payment and called at the end of XXXX to inform them of our oversight and our intentions to provide a double payment in XXXX. To our shock, XXXXXXXX XXXX stated they had already sent it to garnishment. My husband and I had no choice but to file bankruptcy although the defaulted auto loan was about the only debt we had. We were advised by our attorney that only one of us should file since we lived in a community property account and had been married for over 10 years. My husband filed and the debt mentioned in this report was included it in my husband 's bankruptcy. \n\nFor approximately a year after the bankruptcy XXXXXXXX XXXX continuously called and harassed me. I eventually reached out to our attorney and a cease and desist letter was sent to XXXXXXXX XXXX In response to the letter they stopped calling but apparently turned thier attention to my credit history. In XXXX my husband and I began the process of purchasing our first home. Naturally our underwriter requested information regarding the account. I reached out to the special assets department of XXXXXXXX XXXX  and was told to speak to a representative by the name of XXXX. I explained the situation regarding my husband 's bankruptcy and the fact that my debt was included under his bankruptcy according to community property state laws. My husband and I have been married for over 10 years and remain currently married as of today therefore my debt was included in his bankruptcy which was discharged in XX/XX/XXXX XXXX would not give me any information and adamantly refused to give me anything in writing regarding my account. After speaking to XXXX on 2 different occasions and getting nowhere, I asked if I could speak to a supervisor. The supervisor told me that I was incorrect in my interpretation of community property laws however she would send me a letter stating the information regarding my account status with XXXXXXXX XXXX. This request was made onXX/XX/XXXX The supervisor told me on the phone that she would be sending me a hard copy, she also asked for my address and also if I would like an electronic copy sent as well. The letter never showed up so I began calling again to which I was told that I would only be able to speak to a different supervisor by the name of XXXX XXXX. XXXX informed me that I would never ever receive a letter from XXXX XXXX stating my account status and he had no record of my call with the previous supervisor or any of the previous failed dispute attempts. The supervisor I spoke to originally ironically did not give me her name. He then repeatedly told me to take it up with the credit bureaus. I explained that I have filed a total of six complaints towards XXXXXXXX XXXX regarding this issue, hired a law firm and spent multiple hours on the phone trying to get this corrected. \nThe problem was each and every time I called to inquire about the account or ask questions, XXXX XXXX immediately would update my account with 120 days past due. As stated above, this account was included in the bankruptcy therefore I was unable to even pay on the account much less, all of a sudden be 120 days past due. Until XXXX this account was not reporting. The date of the first update was XX/XX/XXXX and the second update was on XXXX XXXX, XXXX which is the date of the letter promised by the other supervisor. The inaccuracies at this point included : foreclosure terminology instead of the correct repossession terminology, the account appeared open when it was supposed to be closed in XXXX, and numerous late payments after the date of my initial inquiry into the account. I stated for three months repetitiously then I will need all three of these inaccuracies corrected and documentation to prove that such inaccuracies were updated correctly. They refused to correct the information & repeatedly stated you will have to take that up with the credit bureau 's ; to which when I called the credit bureaus they told me that XXXX XXXX verified the information, the inaccurate information. I would then turn around and call XXXX XXXX and he would repeatedly state that I needed to take it up with the credit bureaus. \nThis consumed over three months of a daily struggle, 6 to 8 hours a day desperately trying to get correct information reported to the credit bureau 's. We are in the middle of a house closing and the inaccuracies have caused this much strife and eventually cost us our house. XXXX XXXX was made aware of all of this throughout the entire past four months however refused to budge on anything brought to their attention. \nAs a last resort, onXX/XX/XXXX, I decided to walk into a local XXXXXXXX XXXX branch and ask for information regarding my account. The branch manager immediately pulled up my information and low and the hold the requested letter from XX/XX/XXXX was in my file. The branch manager printed it out and gave it to me however it only stated that the account has been charged off not closed as it should be reflected. I then attempted to call XXXX with the Special Assets Department of XXXX XXXX back and hopes to get the correct information reported. He again defaulted to the statement you 'll have to take that up with the credit bureau 's and furthermore told me that the credit bureaus must be obtaining their information from the wrong address and I should provide them with the correct address so that the correct information would be reflected. As absurd as this actually was I followed through with his request and as expected the credit bureaus immediately told me that I could not provide such information it would have to be given by the bank self due to the fact that XXXXXXXX XXXX  subscribes to their service therefore they must provide information to the credit bureau 's. \nAfter many phone calls to all three credit bureau 's on a regular basis it became apparent that XXXX XXXX was simply moving in accurate, illegal informati after many phone calls to all three credit bureau 's on a regular basis it became apparent that XXXX XXXX was simply moving in accurate information from one credit bureau to another does making it almost impossible to keep up with/and or correct. \nOn XXXX XXXX, XXXX, after many persistent phone calls and threatening to report them to the FTC and to contact the president of XXXX Bank, XXXX XXXX and XXXX XXXX agreed to send me a letter stating they were in fact reporting inaccurately. On XXXX XXXX, XXXX they provided me with a copy of the universal dataform that was supposed to reflect a triveta update to each of the credit bureaus. \nThe following information was to be corrected : no late payments past XXXX, no foreclosure terminology and no open account. The changes were accurate however they were only reflected on my credit report for approximately 48 hours. Upon further investigation of the submitted Universal Data Form, it was brought to our attention that they also illegally change the responsibility from a joint account to an individual account and they also increased the total amount from {$9900.00} to approximately XXXX and one day later increased the amount owed to approximately XXXX. They also added XXXX late payments to my 72 month term account after sending documentation stating all late payments were to be removed past XXXX. All of which is false and illegally being reported to all three credit bureau 's. XXXXXXXX XXXX has refused to correct the most recent inaccuracies and have defaulted back to staing that I need to contact the credit bureaus to which I called and supplied all of my letters however due to the time restraints of the situation it was in my best interest to contact CFPB. I can provide all documentation regarding the letters written to me from XXXXXXXX XXXX  stating the fact that they were in accurately reporting, the copy of the universal dataform and many screenshots of their reporting over the past 4 months. This situation has cost my family and I our home and the opportunity to even purchase a home. We will not be able to ever purchase a home without XXXX XXXX correcting the information. As mentioned, I have spent approximately 6 to 8 hours daily to get this corrected. \n\nThe following INACCURATE information is showing on multiple credit reporting agencies : Account open, amount past due of {$19000.00}, joint account now shows individual account responsibility and XXXX late payments. \n\nThe account should ACCURATELY reflect the account closed in XXXX, joint responsibility, and no late payments after XXXX. \n\nHowever, at this point, I would like the entire debt to be removed from all three credit bureau 's so that XXXX XXXX has no means of accessing my Social Security number or any of my information in the future due to multiple failed opportunities to accurately and legally handled the situation. They have changed the information they are reporting on a daily bases and I have no faith that any information reported by them will be reported correctly and will not be changed in the future unbeknownst to me.","date_sent_to_company":"2017-08-23T22:41:40.000Z","issue":"Incorrect information on your report","sub_product":"Loan","zip_code":"710XX","tags":null,"has_narrative":true,"complaint_id":"2642662","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2017-08-23T22:41:37.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I reached out to the special assets department of XXXXXXXX XXXX  and was <em>told</em> to speak to a <em>representative</em> by the name of XXXX. I explained the situation regarding my husband 's bankruptcy and the fact that my <em>debt</em> was included under his bankruptcy according to community property state laws."]},"sort":[14.714731,"2642662"]},{"_index":"complaint-public-v1","_id":"2979754","_score":12.988305,"_source":{"product":"Debt collection","complaint_what_happened":"To whom it may concern, In XX/XX/2017 I had gone to XXXX for their XXXX XXXX offer. When speaking with the salesman their at XXXX I was presented with the offer that I could give XXXX my phone from XXXX XXXX XXXX and that XXXX would payoff the remaining portion of my contract to XXXX XXXX XXXX. The rep was clear in communicating that only the contract portion would be paid and that any remaining balance for phone service would be my responsibility which I did pay. XXXX gave me a monthly price of what I would be paying for the exact same phone over the term of my contract along with the amount of my service monthly. The salesman did not at anytime indicate anything other than my monthly payment amount and that my remaining contract balance with XXXX XXXX XXXX would be paid in full. I spent 3 hours in the store waiting for the sales person to port my telephone number from XXXX XXXX XXXX to XXXX and provided them with a screen shot at the store of my remaining amount owed to XXXX XXXX XXXX {$590.00} at that time. I was told by the sales man that that was all they would need from me. When I reached home I received a text from the sales person stating that he needed me to send another screen shot of the remaining balance from XXXX XXXX XXXX which I did. The message I received in response was that everything was taken care of and that nothing further was needed from me.While in the store I was never told about the reimbersement coming in the form of a prepaid card virtual or otherwise this was all recent information provided by a response I received from an executive department and only AFTER I had submitted a complaint to the XXXX. I had given the XXXX salesman my account number and balance on the account along with my phone from XXXX XXXX XXXX. I was very much understanding that they would be paying off the contract per what the salesman told me. Months go by and I start to receive collection letters from a Sunrise Credit Service stating that I owe them for and outstanding balance for an XXXX XXXX XXXX account. I contacted XXXX XXXX XXXX to see why this was happening and was told that the collection is for the contract balance of my contract that was never paid off. I then contact XXXX to see why this was never done and they state that the information I provided which was the screen shot of my remaining balance to XXXX XXXX XXXX was not sufficient proof for me to qualify for them to payoff the account because my phone number was not on the screen shot that I sent them just my account number was I spent the next few minutes arguing with the representative that made no sense because XXXX had a screen shot from the XXXX XXXX XXXX billing app that was on the phone I gave to them, the same phone they ported my phone number from XXXX XXXX XXXX and that should have been more than sufficient \" proof '' that that was my account. I was told at that time that I needed to provided them with a statement from XXXX XXXX XXXX with the phone number not the account number. I contacted XXXX XXXX XXXX again waited almost two months to get this billing statement from XXXX XXXX XXXX something about not being able to put in a change of address more than twice within a certain time frame. I am currently and have been receiving harassing collection calls from the collection agency regarding this outstanding balance and have been told that Im in risk of them taking legal action on this account. I can not afford it to pay. When I received the statement finally I contacted XXXX to be told that time frame wise they are unable to go through with the reimbursement because too much time has lapsed. I explain that this was not my fault that I was not given correct information from the very beginning and that I would like this rectified. I m then told by a supervisor that all they would reimburse me for is for {$300.00} because a portion of the reimbursement was used to pay for the phone. I told the rep that I pay for the phone monthly along with my service and that was incorrect. The supervisor told me that that was the way that the contract was set up and that nothing more could be done. To this date I have a negative mark on my credit and an outstanding balance that is still currently owed to Sun Rise Credit Services which I have been told will soon go to garnishment if not paid total balance is now {$630.00}. Had I known that I would have any additional cost to XXXX XXXX XXXX because XXXX was not upfront about this Promotion and what they do to get you in the door I would have never changed providers. I have also communicated to XXXX that the only reason why I have not left their company is out of fear that another phone provider will do the same dishonest act and then I will have additional debt. I have communicated through a complaint to the XXXX  that the salesman at the XXXX was not forthcoming with any of the information that I have recently been provided with from the response that I received from XXXX XXXX in XXXX executive response department and I feel as if the information provided by the sales person was deceptive at best and I communicated this to Ms XXXX by stating what the basis of my complaint was in my response, \" Fraudulent misrepresentation occurs when a party to a contract knowingly makes an untrue statement of fact which induces the other party to enter that contract. Fraudulent misrepresentation also occurs when the party either does not believe the truth of his or her statement of fact or is reckless as regards to its truth. A claimant who has been the victim of alleged fraudulent misrepresentation can claim both rescission, and damages.as a consumer feel very taken advantage of and I also feel like Im not being heard and just bulldozed over. I communicated to Ms.XXXX that as a consumer I should not be carrying the financial burden when a representative from their company does not provide full disclosure of a promotion and only provides what is lucrative to a customer. I have also asked to find out if the employee benefited in commissions from me signing a contract with XXXX and that has not been addressed either. I do not feel that what I am asking from XXXX is unreasonable I have simply asked that the amount that is now owed to collections agency be paid in full so this collection agency does not start garnishing my wages. I now have a derogatory mark on my credit that will be there for at least seven years, yet XXXX still is receiving their monthly payment for not only the balance of my contract but also my phone service every month on time. The very least they could do is prevent me from having a garnishment on my credit due to their employees dishonestly or lack of knowledge.The information that Ms XXXX has provided as to how the XXXX XXXX  Promotion should have presented is not what I am disputing I am disputing that this was not what information was privided by the salesman employed by XXXX and had I been given ALL information regarding this plan I would never had signed a contract that left me owing more money I would have stayed with the current provider at that time.","date_sent_to_company":"2018-08-01T18:38:41.000Z","issue":"False statements or representation","sub_product":"Other debt","zip_code":"84118","tags":null,"has_narrative":true,"complaint_id":"2979754","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SUNRISE CREDIT SERVICES, INC","date_received":"2018-08-01T16:07:26.000Z","state":"UT","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":["I m then <em>told</em> by a <em>supervisor</em> that all they would reimburse me for is for {$300.00} because a portion of the reimbursement was used to pay for the phone. I <em>told</em> the rep that I pay for the phone monthly along with my service and that was incorrect. The <em>supervisor</em> <em>told</em> me that that was the way that the contract was set up and that nothing more could be done."],"product":["<em>Debt</em> collection"],"sub_product":["Other <em>debt</em>"]},"sort":[12.988305,"2979754"]},{"_index":"complaint-public-v1","_id":"7754816","_score":11.969708,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"False and/or Misleading Representation The response from a representative of Bridgecrest to my grievance contained misleading and false assertions. The representative alleged that I personally accessed the self-service portal and registered a new bank account and routing number. They further claimed that I used this unfamiliar payment method on XX/XX/XXXXXXXX  ( This is an inaccurate and misleading assertion ) Where is the proof indicating that I input this information in that manner? The following day, on XX/XX/XXXX, I reverted to my standard method of making two distinct payments ( This fact was established due to my account status reflecting 126 days of overdue payments ). My advisor recommended maintaining my arrears under 120 days despite my account status being in dispute at the time. After completing the payments, I realized that I was no longer able to access the account, leading to a phone call on XX/XX/XXXX. During my discussion with the representative over the phone, I was informed, \" The account is now fully paid off and closed. '' I asked the representative to confirm this, and they did, stating that the account was indeed \" fully settled '' and that it was not merely reflecting as such. About an hour later, I reached out to Bridgecrest once more, this time via text, for further confirmation. Once again, I was assured that the account was \" officially closed and marked as fully paid. '' I was also told when to expect the release of the title, with the date being no later than XX/XX/XXXX. However, The reply from Bridgecrest 's agent response to the CFPB complaint on XX/XX/XXXXXXXX  seems to be based on perceptions that the account is in a certain state, rather than the actual facts that the debt was completely cleared, but this is not depicted in the mailed transaction statements provided by Bridgecrest actual documentation. These statements unambiguously demonstrate that this account was paid in full. Moreover, evidence of manual adjustments to transactions I executed on XX/XX/XXXXXXXX  is apparent. Bridgecrests agents response does not recognize that this account was closed then manually reopened ; instead, they assert that the account was never officially cleared but merely appears so in the application, which is an inaccurate assertion. If this were the case, the account should not present a cleared XXXX  status on the transaction statement if the company verifies the funds ' definitive clearance before closing an account with a status of paid in full. Based on the transaction record supplied by Bridgecrest, it appears the expected repayment was not reversed on XX/XX/XXXXXXXX  as alleged by the Bridgecrest representative in their CFPB response letter, but actually on XX/XX/XXXX, which is a misleading representation. It was also observed that the dates of my payments, initially made on XX/XX/XXXX, were subsequently altered and recorded as posted on XX/XX/XXXX. This alteration was done without my permission or knowledge following the prior confirmation that my account was fully settled, constituting deceptive conduct. On XX/XX/XXXX, I unknowingly reached out to Bridgecrest once again inquiring whether they could electronically transfer the vehicle 's title due to its sale on the previous day, but my request was refused. The representative not only declined but also insulted me, labeling me \" XXXX  ''. However, they acknowledged my account was \" fully paid and closed '', but indicated Bridgecrest 's intention to re-open it based on some unidentified payment issue. I promptly raised my objection, stating they had no permission from me to re-open the settled account. I warned them that such an action would constitute a breach of the law, even if the fault lay with Bridgecrest which would result in Promissory Estoppel. The call was then disconnected Bridgecrest 's representative 's response to the CFPB complaint suggested that a backend audit was underway. The audit demonstrated that the account balance was at \" XXXX '' and had indeed been \" Discharged '', reiterating that the business had reactivated the account without my consent or any form of communication. On XX/XX/XXXX, XXXX XXXX the same agent who addressed the CFPB complaint, reached out to me by phone. The motive for her call was to discuss previously withdrawn CFPB complaints, contrary to what was indicated in the written CFPB response on XX/XX/XXXXXXXX  ( this account is false ). She tried to discuss account-related issues, but the call got cut off during her attempt, a violation of the pre-existing Cease and Desist order. I attempted to return her call to understand her concerns, but I didn't succeed as she didn't pick up ( Not as claimed by XXXX stating that I didn't respond - False Statement ). The Bridgecrest representative didn't make an effort to reconnect with me and didn't answer my call when I tried calling back ( four times ). On XX/XX/XXXX, in the CFPB reply letter by XXXX XXXX states that, according to the agent, my account was reopened on XX/XX/XXXXXXXX   without any prior notice or my approval. I realized on XX/XX/XXXXXXXX  that the account was active again and promptly contacted Bridgecrest. The representative first attempted to argue that the account was never settled and closed but ultimately confessed that it had been closed and XXXX. Revealing that someone had manually reopened the account, a non-compliant activity. I reiterated to him that this was done without my consent or knowledge. I also informed him that the car associated with this account had been sold as of XX/XX/XXXXXXXX  urging him to close my account immediately with a paid in full status and to notate on the account. Which shows false statement made by XXXX XXXX Bridgecrest 's rebuttal to the CFPB complaint also purportedly includes an assertion that I claimed bankruptcy. That is incorrect, I never made such a declaration ( Inaccurate Statement ). Given that I was unable to make contact with a customer service representative, I communicated with the Bankruptcy department and was then forwarded to a representative who informed me that my account was Manually reinstated. Bridgecrest 's representative 's response to the CFPB complaint is additionally deceptive, alleging that the account and payment history were discussed with me, which they were not ( Inaccurate Statement ). We only talked about the transactions that i confirmed I executed on XX/XX/XXXXXXXX  and the unknown payment made on XX/XX/XXXX, which I was distinctly unaware of, a fact I highlighted to the representative on our phone conversation on XX/XX/XXXX. On XX/XX/XXXX, the representative from Brigcrest responded to the CFPB complaint, stating that on XX/XX/XXXXXXXX  the account had been charged off due to \" non-payment '' which was within nine days of the acceptance of payments made on XX/XX/XXXX. I was not informed about any decision to \" write off '' or alter the status of the account ( Erroneous Claim and Retaliatory Approach ). The account was noted on XX/XX/XXXXXXXX  and was active until XX/XX/XXXX, which is when the account status reverted to the previous \" Closed '' status. In the complaint response made to the CFPB on XX/XX/XXXX, the Bridgecrest representative asserted that she had tried to contact me once more on XX/XX/XXXXXXXX  ( Deceptive Declaration and Cease and Desist Infringement ). The Bridgecrest agent 's assertions of accuracy are not my responsibility. As the Bridgecrest agent mentioned in the response to the CFPB complaint, I have submitted several notification letters through fax and Certified Mail without receiving any reply for my requests such as ( Validation Letter Request ( 1 ) ( 2 ), Notice of Insufficient Validation Documentation, Cease and Desist, Notice of Dispute, Cease and Desist of Defamation Acts, Satisfaction of Loan and Debt Release, Invoice of Final Payment in Accord and Satisfaction, Notice of Sale of Vehicle and Title Release, Immediate Closure of Account, Notice of Unlawful Practices, Notice of Estoppel ). XXXX XXXX, the representative from Bridgecrest who manages all responses to my CFPB complaints and my account operations singularly, has also directed Defamatory Acts against me and has refused to thoroughly address my concerns or complaints. I have been denied the opportunity to speak with any other representatives or superiors at Bridgecrest about my grievances or any transgressions carried out by this company. This infringes on my right to challenge inaccuracies and unjust procedures, and I am requesting to correspond with someone else at Bridgecrest who will consider my worries impartially. I would also like for XXXX XXXX XXXX to be involved in all future discussions. Moreover, I am requesting a thorough examination of all exchanges and inquiries that are alleged to have been conducted by this Bridgecrest representative. I feel I have been unfairly treated with regard to my concerns and that my rights have been breached. ( Attachments include Invoice of Final payment, Validation Requests ( 3 ), Bank Statement, Bridgecrest Transaction Report ) which shows account was discharged ( Attachments with Red marking indicates important information including response letter of false statements made by XXXX XXXX ) Please note that this will also be reported to the FTC and Texas Attorney General which may include legal action I ask the CFPB to investigate all actions taken by XXXX XXXX  and request a different agent and or supervisor of Bridgecrest to look into these actions taken against me. Also include communications to XXXX XXXX XXXX into all past and present complaints through the CFPB","date_sent_to_company":"2023-10-25T16:43:24.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"79705","tags":null,"has_narrative":true,"complaint_id":"7754816","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bridgecrest Acceptance Corporation","date_received":"2023-10-25T16:36:56.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Unable to receive car title or other problem after the loan is paid off"},"highlight":{"complaint_what_happened":["As the Bridgecrest agent mentioned in the response to the CFPB complaint, I have submitted several notification letters <em>through</em> fax and Certified Mail without receiving any reply for my requests such as ( Validation Letter Request ( 1 ) ( 2 ), Notice of Insufficient Validation Documentation, Cease and Desist, Notice of <em>Dispute</em>, Cease and Desist of Defamation Acts, Satisfaction of Loan and <em>Debt</em> Release, Invoice of Final Payment in Accord and Satisfaction, Notice of Sale of Vehicle and Title Release"],"sub_issue":["<em>Unable</em> to receive car title or other problem after the loan is paid off"]},"sort":[11.969708,"7754816"]},{"_index":"complaint-public-v1","_id":"7756211","_score":11.942167,"_source":{"product":"Debt collection","complaint_what_happened":"False and/or Misleading Representation The response from a representative of Bridgecrest to my grievance contained misleading and false assertions. The representative alleged that I personally accessed the self-service portal and registered a new bank account and routing number. They further claimed that I used this unfamiliar payment method on XX/XX/XXXX ( This is an inaccurate and misleading assertion ) Where is the proof indicating that I input this information in that manner? The following day, on XX/XX/XXXX, I reverted to my standard method of making two distinct payments ( This fact was established due to my account status reflecting 126 days of overdue payments ). My advisor recommended maintaining my arrears under 120 days despite my account status being in dispute at the time. After completing the payments, I realized that I was no longer able to access the account, leading to a phone call on XX/XX/XXXX. During my discussion with the representative over the phone, I was informed, \" The account is now fully paid off and closed. '' I asked the representative to confirm this, and they did, stating that the account was indeed \" fully settled '' and that it was not merely reflecting as such. About an hour later, I reached out to Bridgecrest once more, this time via text, for further confirmation. Once again, I was assured that the account was \" officially closed and marked as fully paid. '' I was also told when to expect the release of the title, with the date being no later than XX/XX/XXXX. However, The reply from Bridgecrest 's agent response to the CFPB complaint on XX/XX/XXXX seems to be based on perceptions that the account is in a certain state, rather than the actual facts that the debt was completely cleared, but this is not depicted in the mailed transaction statements provided by Bridgecrest actual documentation. These statements unambiguously demonstrate that this account was paid in full. Moreover, evidence of manual adjustments to transactions I executed on XX/XX/XXXX is apparent. Bridgecrests agents response does not recognize that this account was closed then manually reopened ; instead, they assert that the account was never officially cleared but merely appears so in the application, which is an inaccurate assertion. If this were the case, the account should not present a cleared Zeroed status on the transaction statement if the company verifies the funds ' definitive clearance before closing an account with a status of paid in full. Based on the transaction record supplied by Bridgecrest, it appears the expected repayment was not reversed on XX/XX/XXXX as alleged by the Bridgecrest representative in their CFPB response letter, but actually on XX/XX/XXXX, which is a misleading representation. It was also observed that the dates of my payments, initially made on XX/XX/XXXX, were subsequently altered and recorded as posted on XX/XX/XXXX. This alteration was done without my permission or knowledge following the prior confirmation that my account was fully settled, constituting deceptive conduct. On XX/XX/XXXX, I unknowingly reached out to Bridgecrest once again inquiring whether they could electronically transfer the vehicle 's title due to its sale on the previous day, but my request was refused. The representative not only declined but also insulted me, labeling me \" Stupid ''. However, they acknowledged my account was \" fully paid and closed '', but indicated Bridgecrest 's intention to re-open it based on some unidentified payment issue. I promptly raised my objection, stating they had no permission from me to re-open the settled account. I warned them that such an action would constitute a breach of the law, even if the fault lay with Bridgecrest which would result in XXXX XXXX. The call was then disconnected Bridgecrest 's representative 's response to the CFPB complaint suggested that a backend audit was underway. The audit demonstrated that the account balance was at \" XXXX '' and had indeed been \" XXXX '', reiterating that the business had reactivated the account without my consent or any form of communication. On XX/XX/XXXX, XXXX XXXX the same agent who addressed the CFPB complaint, reached out to me by phone. The motive for her call was to discuss previously withdrawn CFPB complaints, contrary to what was indicated in the written CFPB response on XX/XX/XXXX ( this account is false ). She tried to discuss account-related issues, but the call got cut off during her attempt, a violation of the pre-existing Cease and Desist order. I attempted to return her call to understand her concerns, but I didn't succeed as she didn't pick up ( Not as claimed by XXXX stating that I didn't respond - False Statement ). The Bridgecrest representative didn't make an effort to reconnect with me and didn't answer my call when I tried calling back ( XXXX times ). On XX/XX/XXXX, in the CFPB reply letter by XXXX XXXX states that, according to the agent, my account was reopened on XX/XX/XXXX without any prior notice or my approval. I realized on XX/XX/XXXX that the account was active again and promptly contacted Bridgecrest. The representative first attempted to argue that the account was never settled and closed but ultimately confessed that it had been closed and XXXX. Revealing that someone had manually reopened the account, a non-compliant activity. I reiterated to him that this was done without my consent or knowledge. I also informed him that the car associated with this account had been sold as of XX/XX/XXXX urging him to close my account immediately with a paid in full status and to notate on the account. Which shows false statement made by XXXX XXXX Bridgecrest 's rebuttal to the CFPB complaint also purportedly includes an assertion that I claimed bankruptcy. That is incorrect, I never made such a declaration ( Inaccurate Statement ). Given that I was unable to make contact with a customer service representative, I communicated with the Bankruptcy department and was then forwarded to a representative who informed me that my account was Manually reinstated. Bridgecrest 's representative 's response to the CFPB complaint is additionally deceptive, alleging that the account and payment history were discussed with me, which they were not ( XXXX XXXX ). We only talked about the transactions that i confirmed I executed on XX/XX/XXXX and the unknown payment made on XX/XX/XXXX, which I was distinctly unaware of, a fact I highlighted to the representative on our phone conversation on XX/XX/XXXX. On XX/XX/XXXX, the representative from XXXX responded to the CFPB complaint, stating that on XX/XX/XXXX the account had been charged off due to \" non-payment '' which was within XXXX days of the acceptance of payments made on XX/XX/XXXX. I was not informed about any decision to \" write off '' or alter the status of the account ( Erroneous Claim and XXXX XXXX ). The account was noted on XX/XX/XXXX and was active until XX/XX/XXXX, which is when the account status reverted to the previous \" Closed '' status. In the complaint response made to the CFPB on XX/XX/XXXX, the Bridgecrest representative asserted that she had tried to contact me once more on XX/XX/XXXX ( Deceptive Declaration and Cease and Desist Infringement ). The Bridgecrest agent 's assertions of accuracy are not my responsibility. As the Bridgecrest agent mentioned in the response to the CFPB complaint, I have submitted several notification letters through fax and Certified Mail without receiving any reply for my requests such as ( Validation Letter Request ( XXXX ) ( XXXX ), Notice of Insufficient Validation Documentation, Cease and Desist, Notice of Dispute, Cease and Desist of Defamation Acts, Satisfaction of Loan and Debt Release, Invoice of Final Payment in Accord and Satisfaction, Notice of Sale of Vehicle and Title Release, Immediate Closure of Account, Notice of Unlawful Practices, Notice of Estoppel ). XXXX XXXX, the representative from Bridgecrest who manages all responses to my CFPB complaints and my account operations singularly, has also directed Defamatory Acts against me and has refused to thoroughly address my concerns or complaints. I have been denied the opportunity to speak with any other representatives or superiors at Bridgecrest about my grievances or any transgressions carried out by this company. This infringes on my right to challenge inaccuracies and unjust procedures, and I am requesting to correspond with someone else at Bridgecrest who will consider my worries impartially. I would also like for XXXX XXXX XXXX to be involved in all future discussions. Moreover, I am requesting a thorough examination of all exchanges and inquiries that are alleged to have been conducted by this Bridgecrest representative. I feel I have been unfairly treated with regard to my concerns and that my rights have been breached. ( Attachments include Invoice of Final payment, Validation Requests ( XXXX ), Bank Statement, Bridgecrest XXXX Report ) which shows account was XXXX ( Attachments with Red marking indicates important information including response letter of false statements made by XXXX A ) Please note that this will also be reported to the FTC and Texas Attorney General which XXXX include legal action I ask the CFPB to investigate all actions taken by XXXX A and request a different agent and or supervisor of Bridgecrest to look into these actions taken against me. Also include communications to XXXX XXXX XXXX into all past and present complaints through the CFPB","date_sent_to_company":"2023-10-25T15:49:24.000Z","issue":"False statements or representation","sub_product":"Auto debt","zip_code":"79705","tags":null,"has_narrative":true,"complaint_id":"7756211","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bridgecrest Acceptance Corporation","date_received":"2023-10-25T12:40:14.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["As the Bridgecrest agent mentioned in the response to the CFPB complaint, I have submitted several notification letters <em>through</em> fax and Certified Mail without receiving any reply for my requests such as ( Validation Letter Request ( XXXX ) ( XXXX ), Notice of Insufficient Validation Documentation, Cease and Desist, Notice of <em>Dispute</em>, Cease and Desist of Defamation Acts, Satisfaction of Loan and <em>Debt</em> Release, Invoice of Final Payment in Accord and Satisfaction, Notice of Sale of Vehicle and Title"],"product":["<em>Debt</em> collection"],"sub_product":["Auto <em>debt</em>"]},"sort":[11.942167,"7756211"]},{"_index":"complaint-public-v1","_id":"7691884","_score":11.939138,"_source":{"product":"Debt collection","complaint_what_happened":"XX/XX/XXXX Consumer Financial Protection Bureau RE : Bridgecrest response to Complaint # XXXX ( XXXXXX/XX/XXXX. ) False and/or Misleading Representation The response from a representative of Bridgecrest to my grievance contained misleading and false assertions. The representative alleged that I personally accessed the self-service portal and registered a new bank account and routing number. They further claimed that I used this unfamiliar payment method on XX/XX/XXXX ( This is an inaccurate and misleading assertion ) Where is the proof indicating that I input this information in that manner? The following day, on XX/XX/XXXX, I reverted to my standard method of making two distinct payments ( This fact was established due to my account status reflecting 126 days of overdue payments ). My advisor recommended maintaining my arrears under 120 days despite my account status being in dispute at the time. \n\nAfter completing the payments, I realized that I was no longer able to access the account, leading to a phone call on XX/XX/XXXX. During my discussion with the representative over the phone, I was informed, \" The account is now fully paid off and closed. '' I asked the representative to confirm this, and they did, stating that the account was indeed \" fully settled '' and that it was not merely reflecting as such. About an hour later, I reached out to Bridgecrest once more, this time via text, for further confirmation. Once again, I was assured that the account was \" officially closed and marked as fully paid. '' I was also told when to expect the release of the title, with the date being no later than XX/XX/XXXX. \n\nHowever, The reply from Bridgecrest 's agent response to the CFPB complaint on XX/XX/XXXX seems to be based on perceptions that the account is in a certain state, rather than the actual facts that the debt was completely cleared, but this is not depicted in the mailed transaction statements provided by Bridgecrest actual documentation. These statements unambiguously demonstrate that this account was paid in full. Moreover, evidence of manual adjustments to transactions I executed on XX/XX/XXXX is apparent. Bridgecrests agents response does not recognize that this account was closed then manually reopened ; instead, they assert that the account was never officially cleared but merely appears so in the application, which is an inaccurate assertion. If this were the case, the account should not present a clearedXX/XX/XXXX status on the transaction statement if the company verifies the funds ' definitive clearance before closing an account with a status of paid in full. \n\nBased on the transaction record supplied by Bridgecrest, it appears the expected repayment was not reversed on XX/XX/XXXX as alleged by the Bridgecrest representative in their CFPB response letter, but actually on XX/XX/XXXX, which is a misleading representation. It was also observed that the dates of my payments, initially made on XX/XX/XXXX, were subsequently altered and recorded as posted on XX/XX/XXXX. This alteration was done without my permission or knowledge following the prior confirmation that my account was fully settled, constituting deceptive conduct. \n\nOn XX/XX/XXXX, I unknowingly reached out to Bridgecrest once again inquiring whether they could electronically transfer the vehicle 's title due to its sale on the previous day, but my request was refused. The representative not only declined but also insulted me, labeling me \" XX/XX/XXXX ''. However, they acknowledged my account was \" fully paid and closed '', but indicated Bridgecrest 's intention to re-open it based on some unidentified payment issue. I promptly raised my objection, stating they had no permission from me to re-open the settled account. I warned them that such an action would constitute a breach of the law, even if the fault lay with Bridgecrest which would result in Promissory Estoppel. The call was then disconnected Bridgecrest 's representative 's response to the CFPB complaint suggested that a backend audit was underway. The audit demonstrated that the account balance was at \" XXXX '' and had indeed been \" Discharged '', reiterating that the business had reactivated the account without my consent or any form of communication. On XX/XX/XXXX, XXXX XXXX the same agent who addressed the CFPB complaint, reached out to me by phone. The motive for her call was to discuss previously withdrawn CFPB complaints, contrary to what was indicated in the written CFPB response on XX/XX/XXXX ( this account is false ). She tried to discuss account-related issues, but the call got cut off during her attempt, a violation of the pre-existing Cease and Desist order. I attempted to return her call to understand her concerns, but I didn't succeed as she didn't pick up ( Not as claimed by XXXX stating that I didn't respond - False Statement ). The Bridgecrest representative didn't make an effort to reconnect with me and didn't answer my call when I tried calling back ( four times ). \n\nOn XX/XX/XXXX, in the CFPB reply letter by XXXX XXXX states that, according to the agent, my account was reopened on XX/XX/XXXX without any prior notice or my approval. I realized on XX/XX/XXXX that the account was active again and promptly contacted Bridgecrest. The representative first attempted to argue that the account was never settled and closed but ultimately confessed that it had been closed and discharged. Revealing that someone had manually reopened the account, a non-compliant activity. I reiterated to him that this was done without my consent or knowledge. I also informed him that the car associated with this account had been sold as of XX/XX/XXXX urging him to close my account immediately with a paid in full status and to notate on the account. Which shows false statement made by XXXX XXXX. \n\nBridgecrest 's rebuttal to the CFPB complaint also purportedly includes an assertion that I claimed bankruptcy. That is incorrect, I never made such a declaration ( Inaccurate Statement ). Given that I was unable to make contact with a customer service representative, I communicated with the Bankruptcy department and was then forwarded to a representative who informed me that my account was Manually reinstated. Bridgecrest 's representative 's response to the CFPB complaint is additionally deceptive, alleging that the account and payment history were discussed with me, which they were not ( Inaccurate Statement ). We only talked about the transactions that i confirmed I executed on XX/XX/XXXX and the unknown payment made on XX/XX/XXXX, which I was distinctly unaware of, a fact I highlighted to the representative on our phone conversation on XX/XX/XXXX. \n\nOn XX/XX/XXXX, the representative from Brigcrest responded to the CFPB complaint, stating that on XX/XX/XXXX the account had been charged off due to \" non-payment '' which was within nine days of the acceptance of payments made on XX/XX/XXXX. I was not informed about any decision to \" write off '' or alter the status of the account ( Erroneous Claim and Retaliatory Approach ). The account was noted on XX/XX/XXXX and was active until XX/XX/XXXX, which is when the account status reverted to the previous \" Closed '' status. \n\nIn the complaint response made to the CFPB on XX/XX/XXXX, the Bridgecrest representative asserted that she had tried to contact me once more on XX/XX/XXXX ( Deceptive Declaration and Cease and Desist Infringement ). The Bridgecrest agent 's assertions of accuracy are not my responsibility. As the Bridgecrest agent mentioned in the response to the CFPB complaint, I have submitted several notification letters through fax and Certified Mail without receiving any reply for my requests such as ( Validation Letter Request ( 1 ) ( 2 ), Notice of Insufficient Validation Documentation, Cease and Desist, Notice of Dispute, Cease and Desist of Defamation Acts, Satisfaction of Loan and Debt Release, Invoice of Final Payment in Accord and Satisfaction, Notice of Sale of Vehicle and Title Release, Immediate Closure of Account, Notice of Unlawful Practices, Notice of Estoppel ). \n\nXXXX XXXX, the representative from Bridgecrest who manages all responses to my CFPB complaints and my account operations singularly, has also directed Defamatory Acts against me and has refused to thoroughly address my concerns or complaints. I have been denied the opportunity to speak with any other representatives or superiors at Bridgecrest about my grievances or any transgressions carried out by this company. This infringes on my right to challenge inaccuracies and unjust procedures, and I am requesting to correspond with someone else at Bridgecrest who will consider my worries impartially. I would also like for XXXX XXXX XXXX to be involved in all future discussions. Moreover, I am requesting a thorough examination of all exchanges and inquiries that are alleged to have been conducted by this Bridgecrest representative. I feel I have been unfairly treated with regard to my concerns and that my rights have been breached. \n\n( Attachments include Invoice of Final payment, Validation Requests ( 3 ), Bank Statement, Bridgecrest Transaction Report ) which shows account was discharged ( Attachments with Red marking indicates important information including response letter of false statements made by XXXXXX/XX/XXXX ) Please note that this will also be reported to the FTC and Texas Attorney General which may include legal action I ask the CFPB to investigate all actions taken by XXXXXX/XX/XXXX and request a different agent and or supervisor of Bridgecrest to look into these actions taken against me. Also include communications to XXXX XXXX XXXX into all past and present complaints through the CFPB","date_sent_to_company":"2023-10-14T03:57:34.000Z","issue":"False statements or representation","sub_product":"Auto debt","zip_code":"79705","tags":null,"has_narrative":true,"complaint_id":"7691884","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bridgecrest Acceptance Corporation","date_received":"2023-10-14T03:25:35.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["As the Bridgecrest agent mentioned in the response to the CFPB complaint, I have submitted several notification letters <em>through</em> fax and Certified Mail without receiving any reply for my requests such as ( Validation Letter Request ( 1 ) ( 2 ), Notice of Insufficient Validation Documentation, Cease and Desist, Notice of <em>Dispute</em>, Cease and Desist of Defamation Acts, Satisfaction of Loan and <em>Debt</em> Release, Invoice of Final Payment in Accord and Satisfaction, Notice of Sale of Vehicle and Title Release"],"product":["<em>Debt</em> collection"],"sub_product":["Auto <em>debt</em>"]},"sort":[11.939138,"7691884"]},{"_index":"complaint-public-v1","_id":"3749267","_score":10.721612,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX we closed on the purchase of our home, located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. Every payment made to our mortgage company, United Wholesale Mortgage ( UWM ) was on time, and paid via autopay from our XXXX XXXX ( XXXX ) account. We chose to refinance for a lower interest rate. The refinance closed on XX/XX/XXXX. \n\nWe received our new loan statement [ Attachment 1 ], dated XX/XX/XXXX, which was also from UWM. I arranged for a new autopay through XXXX, and the first payment was processed on XX/XX/XXXX [ Attachment 2 ]. On XX/XX/XXXX, I called UWM at XXXX to ask a few questions [ Attachment 3proof of call ]. As we were in the process of completing our XXXX taxes, several topics were discussed, including : - What the stipulations were for UWMs COVID-19 forbearance program o Upon hearing the requirements associated with this forbearance program, I said that while I appreciated the information, we would not need to utilize the program, as we were financially comfortable. \n- I asked for our new loan number and any tax documents, so that I could provide them to our accountant. The representative stated that there was only one loan in XXXX, and that the new loan number had not yet been generated. \no At this point, I said, Oh, so I couldnt even make a payment right now, even if I wanted to? to which the representative laughed and agreed. \no During the course of this 14-minute call, I was not once informed that our XXXX mortgage payment was delinquent, even after I asked, is there anything else that I need to know? \nWe did not receive any further communication from UWM until I  received several letters at once, on XX/XX/XXXX : - Delinquent payment notice ( dated XX/XX/XXXX ) [ Attachment 4 ] - Loan statement ( dated XX/XX/XXXX ) stating that we owed {$6600.00} [ Attachment 6 ] - Letter from UWM attempting to collect upon a debt ( dated XX/XX/XXXX ) [ Attachment 7 ] - Notification of right to HUD counseling ( dated XX/XX/XXXX ) [ Attachment 8 ] Upon receiving these letters, I immediately called UWM at the number on our mortgage statement XXXX XXXX ) to address the issue. I called at XXXX XXXX on XX/XX/XXXX, and the call lasted 12 minutes. Upon hearing that they had not received our payments for XX/XX/XXXX and XX/XX/XXXX, I immediately logged into XXXX XXXX to send a payment while still on the phone with UWM. I asked to have the late fee waived, which they said could be done as a courtesy once every 12 months, so I sent a payment for {$6400.00} ( the full amount owed, minus the late fee of {$120.00} ). This late fee has still not been waived. \nIn addition to not informing me of the delinquent XXXX mortgage payment during the XX/XX/XXXX phone call, UWM made no attempt at live contact or early intervention at all, in direct opposition of 12 CFR 1024.39 ( a ) and 12 CFR 1024.31, respectively. XXXX XXXX guidance that servicers must, at minimum, make personal contact with the Borrower as early and as often as necessary to promptly cure the Delinquency was also ignored. [ Attachment 9 confirmation that our correct phone number, XXXX, had been provided ]. \nThe first notification we received was the Delinquent Notice, dated XX/XX/XXXXonly after they were legally allowed to assess a late fee [ Attachment 4 ]. \nOn XX/XX/XXXX, I called UWM at XXXX XXXX  to confirm that they had received the payment [ Attachment 5 ; proof of call ]. Upon learning that they had NOT yet received the online payment through XXXX, I immediately paid the full amount owed of {$6400.00} over the phone ( Confirmation # XXXX ). When I asked what to do in order to get our credit reports fixed, I was told that the only way to correct the negative reporting to the credit bureaus would be to file a dispute through the credit bureaus directly. \nOn XX/XX/XXXX, I again called UWM ( XXXX ) at XXXX XXXX   and was connected with XXXX. I asked her why, when I called on XX/XX/XXXX, the representative I spoke with did not tell me that our XXXX mortgage payment was delinquent. XXXX stated that while all calls are either recorded or notated, they had no record of my call on XX/XX/XXXX at all. It was during the course of this call that I finally learned that the phone number listed on our mortgage statements ( XXXX ) is actually the phone number for UWMs sub-servicer, XXXX XXXX. When I called UWM ( XXXX ) on XX/XX/XXXX, I was speaking with UWM directly, not the sub-servicer ( XXXX XXXX ). \nNeither UWM nor XXXX XXXX provided us with notice that our loan service was being transferred, in violation of 12 CFR 1024.33 ( b ) and page 10 of our Deed of Trust [ Attachment 10 ]. \n\nXXXX then transferred my call to Shantice ( XXXX XXXX ). XXXX began our call by stating that all calls were recorded, so I asked to hear the recording of my call to UWM on XX/XX/XXXX. XXXX then transferred me to XXXX at XXXX XXXX. XXXX stated that they would need to open an investigation, which would involve reviewing the transcript of all calls. XXXX stated that I would get a letter with the results within 5 to 7 business days. I never received a letter or any other follow up from UWM or XXXX XXXX regarding this request for an investigation. At no point was I informed that I would need to submit a request in writing in order for an investigation to be conducted, in violation of 12 CFR 1024.35. \nOn XX/XX/XXXX, I again called Cenlar ( XXXX ) to ask for the results of the investigation. I was told that the inquiry had no notes regarding my request for the transcript or recordings of the calls from XX/XX/XXXX, which is in direct violation of 12 CFR 1024.38 ( c ) ( 1 ) and 12 CFR 1024.38 ( c ) ( 2 ). I was told that no official investigation had been started, because only Loan Administration could initiate an investigation, and I had previously spoken with Customer Service. Again, at no point was I informed that I would need to submit a written request in order to have an investigation stated. I asked to speak with a supervisor, and was told that Mr. XXXX XXXX would call me back within 24 hours. I was also told that the investigation should be completed by XX/XX/XXXX. \n\nFollowing these conversations with XXXX, I reached out to our loan officer, XXXX XXXX at XXXX XXXX. He connected me with XXXX, one of his teams Customer Service Representatives. \n\nOn XX/XX/XXXX at XXXX XXXX, XXXX arranged a conference call to Cenlar ( XXXX ) [ Attachment 11XXXX bill showing call to XXXX at XXXX ]. During this 36-minute call, the representative I spoke with said, It looks like youre trying to blame us for something thats not our responsibility. I asked why I had not been called or emailed regarding the missed payments, and was told that the company, does not have time to reach out to customers over things like that. This is in blatant violation of CFR 1024.39 ( a ), as well as CFPB Bulletin 2013-12. The representative stated that Mr. XXXX XXXX would call me back by the end of the day. Once the representative from XXXX had hung up, I spoke briefly with XXXX about the call, and she stated that the tone of the representative, and the fact that she said that I was trying to blame them for something that wasnt their responsibility, indeed felt very predatory. \nMr. XXXX XXXX called me later on XX/XX/XXXX [ Attachment 11 ; XXXX ]. Mr. XXXX stated that all facts would be reviewed, and that only facts can lead to a credit retraction. He, too, was unable find record of the XX/XX/XXXX phone call that I placed to XXXX. When I provided the phone number I had called XXXX XXXX ), he stated that he works for XXXX, not UWM, and would not have access to those phone records. I asked for him to reach out to UWM to get those records for the investigation. Mr. XXXX said that it would be a minimum of 2 weeks to achieve a resolution, and said I would likely hear back around XX/XX/XXXX. \nOn XX/XX/XXXX at XXXX, I called Cenlar ( XXXX ) to find out the results of the investigation [ Attachment 12proof of call ]. I was told that the investigation was complete : our mortgage payments for XX/XX/XXXX and XX/XX/XXXX were received on XX/XX/XXXX, which would not provide any reason for them to change the reporting to the credit bureaus. We also received a generic template letter from UWM, stating the same [ Attachment 13 ]. I asked who had made the report to the credit bureaus, and was told that XXXX XXXX had done so on XX/XX/XXXX. I asked to review the transcript of recording of the call from XX/XX/XXXX, and was told that they did not have access to it, so it was not included in the investigation. This makes it clear that XXXX XXXX did not bother to conduct a reasonable investigation, in violation of 12 CFR 1024.38 ( e ). \nWhile still on the same XXXX XX/XX/XXXX call, I was transferred to UWM at XXXX XXXX. I asked if there was any record of an investigation into the call on XX/XX/XXXX, and was told no, in clear violation of their duty to maintain an accurate servicing file as set out by 12 CFR 1024.38. The representative stated that she could see that there was a call on XX/XX/XXXX, but that there was no record of a request to investigate it, and noted, that is very strange. \n\nI was then connected with XXXX at XXXX XXXX, while the previous representative was still on the line. I asked them both, If I called my mortgage company directly, why wouldnt they tell me that my XXXX mortgage payment was delinquent? XXXX said, I see what youre saying, but offered no other explanation. I asked for the transcript or recording of the XX/XX/XXXX call, and was told that a manager would have to request the call record. I was further told that I would  need a court order to receive a copy of the transcript. I asked them to send the recording or transcript to Cenlar, and was told that would also require a court order or subpoena, despite the fact that UWM had failed in its duties to transfer accurate and timely information relating to the servicing of our loan to the sub-servicer ( XXXX XXXX ), as stipulated by 12 CFR 1024.38 ( a ). Further, they did not provide notification, written or oral, that the records constituted confidential, proprietary, or privileged information before refusing to provide me with the telephone recording, a blatant violation of 12 CFR 1024.35 ( e ) ( 4 ). They offered to allow me to listen to the call, but I would have to wait until a manager could call me back to listen with me. No manager ever called me back.\n\nWe feel that it is important to call attention to the unfair, deceptive, and abusive acts that UWM and XXXX XXXX used to mislead us regarding who was actually servicing our loan, in order to ensure that other consumers are protected from their tactics. \n\n- Deceptive : o Following our refinance, the new loan mortgage statements that we received are so similar in style and structure that no reasonable person would think that anyone other than UWM was servicing our loan [ Attachment 14, Attachment 1, Attachment 2, Attachment 6 ] UWMs NMLS Number appears on every statement o The only time the words XXXX XXXX were found written anywhere was in the fine print at the very bottom of the new UWM website that was provided on the mortgage statement [ Attachment 15 ] The design and language of the website makes it impossible for any borrower to recognize that someone other than UWM was servicing the loan.\n\nPlease compare the screenshots of the new UWM website [ Attachment 15 ] to the previous UWM website we had accessed prior to our refinance [ Attachment 16 ]. \n- Unfair o This misrepresentation has caused us substantial injury, as shown by : The significant damage to our credit reportsour credit scores have dropped by approximately 125 points on each credit report [ Attachment 18XXXX Credit Reports ; Attachment 19XXXX Credit Reports ]. \nXXXX repeated denials for XXXX loans for his XXXX XXXX  for COVID relief. The stated reason for this denial was his credit score [ Attachment 20 ; XXXX Loan Denial ] - Abusive o We relied upon the fact that, upon speaking directly to a representative at our mortgage company, UWM, on XX/XX/XXXX for 14 minutes, said representative would act in our interests to tell us that our XXXX mortgage payment was delinquent so that we could act before we suffered substantial damage to our credit reports. \no These practices take unreasonable advantage of the fact that we, as consumers, have no choice in who services our loan, and are thus unable to protect ourselves by choosing a company with a reputation for taking care of its customers. \nFurther, by damaging our credit scores so substantially, we are no longer in a place to refinance or move to another mortgage lender, rendering us essentially dependent upon UWM and XXXX XXXX. \no It is evident that neither UWM nor XXXX XXXX feels any duty to act in the interests of the consumers. 12 CFR 1024.39 ( a )  specifically states that servicers must make good faith efforts to establish live contact no later than the 36th day of delinquency. Instead of contacting us, however, XXXX XXXX reported both of us to all three credit bureaus on the 35th day of delinquency ( XX/XX/XXXX ). \n\nFinally, please note that at no point were we financially unable to make our mortgage payments, as evidenced by the bank statements attached [ Attachment 17Bank statements showing financial stability ]. Please refer to the credit reports attached for both XXXX [ Attachment 18 ] and XXXX [ Attachment 19 ] ; you will find that we both have exceptional payment histories with every single account we have ever opened. The only missed payment on either of our credit reports is the one reported by XXXX XXXX, as the direct result of their deceptive practices. \n\nConsidering our excellent credit history and financial stability, there was absolutely no reason for us to knowingly skip a payment. No reasonable person would expect that their mortgage payment was 2 weeks delinquent following a direct conversation with his or her mortgage lender, during which the borrowers question of, Is there anything else I need to know? was laughed off. \n\nIn summary, UWM failed provide us with notification that our loan had been transferred to a sub-servicer ( 12 CFR 1024.33 ( b ) ( 3 ) ). XXXX XXXX failed to provide us with notice that they were now servicing our loan ( 12 CFR 1024.33 ( b ) ( 3 ) ). UWM did not provide timely and accurate information to XXXX XXXX that would have allowed us to fix this problem before it impacted our credit scores ( 12 CFR 1024.38 ( a ) and 12 CFR 1024.38 ( b ) ( 1 ) ). XXXX XXXX failed in its duty to reach out to UWM to retrieve missing records from our file ( 12 CFR 1024.38 ( b ) ( 4 ) ). Both UWM and XXXX XXXX have failed to retain accurate records regarding our recorded and/or transcribed phone calls ( 12 CFR 1024.38 ( c ) ( 1 ) ). An accurate servicing file was not maintained for our account ( 12 CFR 1024.38 ( c ) ( 2 ) ). UWM failed to inform us that our XXXX mortgage payment was delinquent during the XX/XX/XXXX phone call, and XXXX XXXX blatantly disregarded 12 CFR 1024.39 ( a ) when they made absolutely no good faith effort to contact us before sending negative reports to all three credit  bureaus. Both Cenlar XXXX and UWM failed to conduct reasonable investigations ( 12 CFR 1024.38 ( e ), did not inform us that we were required to submit requests for investigations in writing ( 12 CFR 1024.35 ), then further failed to provide the recordings or transcripts of the phone conversations ( 12 CFR 1024.36 ) without asserting that those calls were confidential, proprietary, or privileged information. UWM and XXXX XXXX have engaged in flagrantly unfair, deceptive, and abusive practices to hide who was really servicing our loan by making every document and website appear to be from UWM instead of XXXX XXXX, right down to the appearance of UWMs NMLS number on all of our loan statements. \n\nWe ask that you assist us in getting both of our credit scores, for all three credit bureaus, corrected so that the deceptive practices of XXXX XXXX and UWM will no longer affect our financial futures. Thank you.","date_sent_to_company":"2020-07-16T21:56:43.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"94901","tags":null,"has_narrative":true,"complaint_id":"3749267","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"United Shore Financial Services, LLC","date_received":"2020-07-16T21:49:10.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Upon learning that they had NOT yet received the online payment <em>through</em> XXXX, I immediately paid the full amount owed of {$6400.00} over the phone ( Confirmation # XXXX ). When I asked what to do in order to get our credit reports fixed, I was <em>told</em> that the only way to correct the negative reporting to the credit bureaus would be to file a <em>dispute</em> <em>through</em> the credit bureaus directly. \nOn XX/XX/XXXX, I again called UWM ( XXXX ) at XXXX XXXX   and was connected with XXXX."]},"sort":[10.721612,"3749267"]},{"_index":"complaint-public-v1","_id":"3377746","_score":8.770291,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I contacted XXXX XXXX XXXX/XXXX XXXX  XXXX after waiting almost 60 business days and still not receiving a response to my Error Resolution Letter. XXXX XXXX stated he would have a supervisor contact me within 24 hours to discuss the issues. \nOn XX/XX/XXXX, I received a call from XXXX XXXX ( not a supervisor, ) who is in the Ombudsman Dispute Department, in the Executive Office at XXXX   XXXX XXXX, asking about my issues. \nBefore I had a chance to talk I was reprimanded for calling their investor, XXXX XXXX XXXX XXXX. I was told all communication must go through XXXX. I explained to the representative, I had made many attempts to work with XXXX, and even called the Consumer Ombudsman department twice, whos representatives discounted the call twice. Either these employees are not trained to answer my specific questions, or just plain rude. \n\nI almost did not answer XXXX call because the was no caller ID naming XXXX, and because I get so many Scam calls, I usually do not answer the phone for unanimous callers. Today I received another call from XXXX, this time letting me know XXXX is working on my Error Letter. \nOn XX/XX/XXXX ( attached ) XXXX sent a letter, which I received on Monday the XXXX, answering my error resolution letter. XXXX call did not make sense until she said the reason for her call was new information was received, and she was calling to state it was being reviewed in the Dispute Department. When I asked, \" Where did the information come from ''? She stated it was the information I just sent in. Again, I am working with someone who did not know what they were talking about. After a few more questions I realized, the \" new '' information she spoke of was the complaint I had filed with the CFPB # XXXX. \n\nI explained, this is the same information I sent to XXXX, and waited 2 months for a response, when per the CFPB 30 business days is the allowed period to respond, + a 15-day extension if within the 30 days notice is sent with a valid reason for the extension. Instead, I was sent a notice stating XXXX needed a 30-day extension, ( even though CFPB states no more than 15 days, ) it was outside the 30 day dispute period, and without a valid reason. XXXX replied she is required to call when a dispute is filed. I asked her about the credit report mistakes discussed in our previous call on XX/XX/XXXX, and all she could say is we are working on it. I mentioned it took 2 months to reply to my first dispute and asked how long would it take to respond to the Credit Report Disputes, and she said she didn't know. Based on this discussion, and my desire to have my credit report corrected, I plan to file another complaint with the CFPB for the credit issues, and the carelessly put together response from XXXX to my \" Error resolution letter. \n\nPlease read the response XXXX subsequently made on XXXX, ( attached, ) and come to your own conclusion, why would a one-page response take 2 months to accomplish. It really didn't address any of my concerns, and what is really humorous is the letter is filled with misconstrued facts and conclusions. \n\nThe correspondence included an \" Applied Funds Table, '' along with pages of XXXX payment history, ( which I already had. ) As I reviewed the payment history ( supplied by XXXX, ) it became clear, I had been supplied with an internal form, based on the \" heading of each column. '' Such as \" XXXX '' which was not defined for the average consumer to understand. By comparing the payment history supplied by XXXX, to the actual history XXXX XXXX XXXX supplied with my final Escrow Analysis, the abbreviation was for \" Transaction Date. '' It is clear that the XXXX  payment history XXXX supplied, ( which neglected to include either the 13-page numbers for reference or an explanation as to why it was included, ) as it appears to have been thrown in as fluff. \n\nIf the \" Table '' and \" Payment History '' matched it would make sense. Instead, it conflicted with the '' Applied Funds Table, '' which fail to show my last payment made to XXXX on XX/XX/XXXX, nor did it include the correct payment amount of {$1300.00}. Which by law, must be posted and disbursed as of the date of receipt, ( in this case XX/XX/XXXX, ) not XX/XX/XXXX.Additionally, the table includes an \" Escrow Shortage '' payment of {$74.00} made on XX/XX/XXXX but fails to show the \" Escrow Shortage '' payment of {$5.00}, or the waving of the late charge of {$48.00} on XX/XX/XXXX. In fact, if my \" Error Letter '' had been read, it would be easy to see these mistakes clearly. How can a company come to an accurate conclusion without having or giving me information that is thoroughly reviewed and analyzed? I had the right to be explained why the table in the letter from XXXX did not match the XXXX loan history and how you came to the conclusions in the table. I am still in limbo because nothing has been corrected. \n\nParagraph two of the letter dated XXXX states, We are unable to comment on the escrow amounts collected by the prior servicer, as we collect the escrow information from the agencies after the loan was transferred to XXXX. Why isn't AGENCIES explained? What agencies are you talking about? XXXX has an obligation to be clear, and accurate. Why would I be supplied with XXXX XXXX internal form of my payment history with XXXX, only to tell me you can't comment about it? Should you really have sent me this form at all? Did the so-called \" Agencies '' make a mistake supplying it? Per 1024.38 38 ( a ) ( 1 ) ( ii ) -1 XXXX must have \" reasonable policies and procedures, '' and I have not seen this in attempts to work with this Servicer. \n\nLate Fee : One more Error made by XXXX  : For some reason, Ms. XXXX was under the impression that I questioned the late charge XXXX  had added to my XXXX payment. I questioned the accounting, XXXX mistakenly charged a late fee and waved it the same day. My concern about this charge was, being accurately credited for this fee. The payment history showed It posted as a charge on XXXX, and it also showed a credit 4 times the same day, but my balance was not adjusted. XXXX  XX/XX/XXXX letter explains I was charged a late fee on XX/XX/XXXX, but fail to state that this amount was credited back the same day, ( all they had to do was look at the payment history under total late fees. ) This question remains unanswered, I still want to see that I was credited. If the payment is held in a suspense or unapplied funds account, this fact must be reflected on future periodic statements, in accordance with 1026.41 ( d ) ( 3 ). When sufficient funds accumulate to cover a periodic payment, as defined in 1026.36 ( c ) ( 1 ) ( I ), they must be treated as a periodic payment received in accordance with 1026.36 ( c ) ( 1 ) ( I ). By being treated as a periodic payment the payment must be posted on the date received. \n\nPhone Call : I requested to be contacted by phone to explain the results of your investigation, I did not say this request was in lei of sending a written response. The XX/XX/XXXX letter states : \" We are unable to fulfill this request as it is our policy to respond by US Postal Service. '' One more blunder or failure to properly communicate what they mean. XXXX \" DID '' in fact call me, on XXXX and explained what was stated in the letter, ( hadn't yet been received ) and I was told what the conclusion was. The final paragraph of the letter states, \" Should you have any further questions, please call Customer Service. '' This conflicts with the prior statement XXXX made which began, \" We are unable to fulfill this request. '' It concludes : \" XXXX has reviewed and responded to your inquiries, ( I unequivocally disagree with such a statement. ) Then continues to say, \" We have provided all documentation relied upon to reach our determination, '' ( This explains and concurs, that there was little time spent investigating my concerns, ( even though it took 2 months to answer them. ) It is part of the reason there are so many mistakes, there was a lack of investigation by XXXX. ) The letter continues to say : \" If a document was not provided, it is because it is privileged or proprietary, '' ( such as in supplying an internal form, from XXXX. ) Isn't this statement in conflict with the prior one stating We have provided all documentation relied on? \n\nServicer 's use a computerized loan management system. The system XXXX uses should keep track of the borrowers account, and communications with the Servicer. What happened? Did the server at XXXX go down while this case was investigated? One of the main duties of a Servicer is to collect and process payments from the borrower, and have accurate accounting. When funds are applied improperly when the grace period is ignored, or there is a failure to credit funds to the principal balance, or escrow account there can be an artificial shortage, and XXXX is in violation of the terms in the deed of trust. Please remember, I was told there would not be another Escrow Analysis completed for a year on XXXX first, ( date of transfer, because XXXX had completed one a month and a half before the transfer. Yet, in XXXX I was sent a new Analysis by XXXX, knowing Federal Laws only allows one completed per year, unless I request to have one completed. I was told there was a shortage of {$130.00}, which triggered my letter of dispute. \n\nTHERE WAS NO PART OF THIS LETTER THAT HAD CREDIBILITY! It is frightening to know that I am stuck with this Servicer until I either sell my home or refinance. \n\nEscrow Closure : My request to close Escrow, and XXXX acknowledgment of closure on XX/XX/XXXX, was one more string of errors, ( see attached Escrow Payment change notice XXXX, Escrow Closure Request form, XXXX Acknowledgement XXXX, and Escrow Closing Notice/Notification Escrow Closing XXXX. ) The form was supplied by XXXX and clearly shows I no longer wanted \" both '' my Property Taxes and Insurance Impounded. I was sent a letter Acknowledging my escrow would close on XXXX if I didn't call and cancel this request. I called on XX/XX/XXXX to verify my escrow was closed and was told a check was sent for the balance of my Taxes, but the Insurance was still opened. I asked why and was told the Escrow Department would be contacted, and I would get a call within 3 days with an answer. How do you botch up something so simple, and with your own forms? \n\nI asked to speak with the escrow department and was told, I could only speak to Customer Service, who clearly did not understand the makings of an Escrow Account. I had never heard of a company that did not let you speak to this department. It is no wonder there are so many mistakes made. I asked to have the insurance check sent XXXX overnight since this was an error made by XXXX, and my insurance was coming due within a few weeks. Plus my form clearly stated it was not longer XXXX XXXX responsibility to pay taxes or insurance, ( even though they still held the insurance balance of my escrow account. ) I was told they would \" try '' to request the check and overnight it. I replied that is not good enough. \n\nTwo days later, I received a call from XXXX stating a check was request was made that day, and he would internally, e-mail my request to have my check overnighted. One week later I received the check regular mail. XXXX repeatedly has made mistakes, and taken shortcuts at every stage of the mortgage servicing process, costing me additional fees along the way. When an error was made in the servicing of my mortgage, XXXX must either correct the error I identified, called \" notice of error '', or investigate the alleged error. XXXX has routinely failed to properly acknowledge and investigate my complaints, or make necessary corrections. \n\nThis is probably a result of loading inaccurate and incomplete information into its servicing system, or even when their data is accurate, XXXX still generated errors, because of their system failures and deficient programming. \n\nInaccurate Credit Reporting : XXXX : The results of my dispute from my report dated XX/XX/XXXX arrived on XX/XX/XXXX ( see attached ) as certified accurate and unchanged. This is a gross misstatement and shows that XXXX either has untrained employees is too busy to verify and correct the information or is a company who skips through federal compliance regulations hoping not to get caught in an audit by the CFPB. \n\nLooking at the attachment, \" Experian Dispute with XXXX '' is noticeably & erroneous based on a status date of XX/XX/XXXX : it fails to show loan transferred/sold, a recent payment made of {$2600.00}, ( also shown in error on the attached XXXX  Account summary, ) which is the total of the individual payments I made for XX/XX/XXXX & XX/XX/XXXX in the amount of {$1300.00} the monthly payment, also shown in error on my report is shown as {$1300.00}, which was the payment I made in XXXX because of XXXX XXXX inaccurate Escrow Analysis, which has disputed as of XX/XX/XXXX, ( see attachment, XXXX Error Letter. ) The term is 40 years, with 32 years remaining, not 46 years. There is no 46-year term for mortgages. \n\nFinally, XXXX felt a need to add, ( in error ) a comment : \" Loan Modified under a Federal Government Plan. '' This is a negative reporting remark, which can not be made after 7 years, ( it has been almost 10 years, ) the Modification completed by XXXX, ( see attachments XXXX  XXXX Credit Report change, & XXXX XXXX Mod ) was disputed & removed from all credit reports in XXXX, and can not be added back. \n\nXXXX : On XX/XX/XXXX, I received the results of my dispute against XXXX   XXXX XXXX & XXXX ( see attachment, ). XXXX updated their information to now show the loan closed & transferred with the date of the last payment. \nXXXX  : XXXX, on the other hand, created the illusion I had two mortgages instead of one, & one of them was a new mortgage, ( dropping my credit scores. ) Account information '' it also needs many of the same corrections for based on the \" Date of last activity '' shown as XX/XX/XXXX, Loan Balance must be reduced to match \" Date of last Activity, '' but continues to state the original balance on transfer of my loan XX/XX/XXXX, \" Actual Payment, '' {$2600.00}, should match \" Scheduled Payment. '' The \" Months Reviewed '' state 2 payments reported it is should state 3 were reviewed, the monthly payment was updated but still wrong, since the status date remains unchanged at XX/XX/XXXX, the updated payment is based on my new payment as of XXXX, which no longer has an escrow account. \n\nUnder \" Historical Account information '' the months of XX/XX/XXXX & XX/XX/XXXX must be completed to show payment in the amount of {$1300.00} and XXXX XXXX payment must be corrected to show this payment as well. By failing to report the XXXX & XXXX payment amounts, that the payments made were \" Regular Payments '', not \" Trial Payments '' ( under a trial period for a loan modification, by failing to report the loan as transferred/sold, ( needs to be added, ) but most importantly by reporting a comment the \" Loan Modified under a Federal Government Plan, '' ( MUST remove outdated negative information. ) it has caused my credit score to drop 120 points. All of these mistakes contributed to lowering my overall credit score. \n\nTrans Union : Not only is Trans Union reporting the same errors as XXXX, but instead of showing a \" Historical Account information '' Trans Union 's format places a table under the \" Remarks '' \" Loan Modified under a Federal Government Plan. '' that \" RATES '' the payments for XXXX and XXXX as \" X '' which is defined as \" Unknown, '' once again indicating a \" Trial Payment '' under a Modification. Instead, it should have shown as \" OK '' under their Rating Key method. This is unreasonable, will not be tolerated misleading, uncalled for, and must be changed immediately. \n\nConcerning the above comments, I would like to add, I was not notified by SPS that they were reporting \" any '' information to the credit bureau 's, much less \" negative reporting '' concerning the type of mortgage I had. To reiterate ; when a loan is transferred there is a 60 day grace period before any credit reporting may be made. \n\nWhen an Error Resolution Letter such as the one XXXX received on XX/XX/XXXX, is received concerning mortgage payments, ( and XXXX had not even received all the data from BAC, ) SPS may not report during the resolution period, which is usually another 60 days. In my case, during the period discussed, my payment changed with XXXX 3 times, and XXXX just sent another notice dated XXXX, received XX/XX/XXXX. Stating they are again reviewing my concerns, yet XXXX choose to ignore the State and Federal law and incorrectly began reporting on XXXX. Additionally, outdated information/negative reporting over 7 years old must not be reported. \n\nUnder the FCRA ( Fair Credit Reporting Act ) prohibits false credit reporting of any type. A creditor must not supply information to a CRA that it knows ( or should know ) is inaccurate. That includes : misstating the balance due or reporting late payments when you paid timely. \n\nFailing to Follow Debt Dispute Procedures When you submit a written dispute about the accuracy of an item on your report, credit bureaus and your Servicer ( SPS ) must take certain actions in response. Their duties include conducting a reasonable investigation of your dispute, correcting any inaccurate information, or even removing the disputed debt from your credit report. There are a number of ways they can fall short of their duties. \n\nSome common violations by a CRA include failing to : Notify a creditor that you dispute the debt that it has reported, conduct a reasonable investigation of your dispute, or correct or delete any inaccurate, incomplete or unverifiable information within 30 days of the receiving notice of your dispute, refrain from continuing to submit information that it knows ( or should know ) is incorrect, conduct an internal investigation of your dispute within 30 days ( or 45 days if you supply additional information during the investigation. ) When a private investor such as XXXX XXXX XXXX XXXX owns the loan, the market drives the servicing fee. Generally, the fee depends on the underlying credit quality of the borrower. Servicing a loan with a higher quality credit rating brings in fewer fees because servicing costs are lower. Servicing a loan that has lower credit quality generates a higher fee because borrowers tend to default on this type of loan, which makes them more labor-intensive to service. How many borrowers have XXXX supplied inaccurate information, in an effort to drive their fees up to and cost the investor thousands of dollars, by misleading them? \n\nBecause I have no say over who services my mortgage, I must depend on the CFPB to remain vigilant to ensure I get fair treatment. '' I can only hope the CFPB uncovers substantial evidence that XXXX has engaged in significant and systemic misconduct, at nearly every stage of the mortgage servicing process. \nThe Dodd-Frank Wall Street Reform and Consumer Protection Act, protect consumers from unfair, deceptive, or abusive acts or practices, such as those described above. The CFPBs mortgage servicing rules require that servicer 's promptly credit payments and correct errors on request. \n\nI hope you take these remarks seriously by discussing these errors with XXXX and making sure the corrections are made immediately. The information on my credit report should be prioritized, and when completed the FCRA states I am to be notified within 5 days. I would be glad to discuss anything you feel is not clear.","date_sent_to_company":"2019-09-18T04:26:51.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"95630","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3377746","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2019-09-18T00:26:47.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["XXXX XXXX stated he would have a <em>supervisor</em> contact me within 24 hours to discuss the issues. \nOn XX/XX/XXXX, I received a call from XXXX XXXX ( not a <em>supervisor</em>, ) who is in the Ombudsman <em>Dispute</em> Department, in the Executive Office at XXXX   XXXX XXXX, asking about my issues. \nBefore I had a chance to talk I was reprimanded for calling their investor, XXXX XXXX XXXX XXXX. I was <em>told</em> all communication must go <em>through</em> XXXX."]},"sort":[8.770291,"3377746"]},{"_index":"complaint-public-v1","_id":"3377739","_score":8.770291,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I contacted XXXX XXXX XXXX/XXXX XXXX XXXX after waiting almost 60 business days and still not receiving a response to my Error Resolution Letter. XXXX XXXX stated he would have a supervisor contact me within 24 hours to discuss the issues. \nOn XX/XX/XXXX, I received a call from XXXX XXXX ( not a supervisor, ) who is in the Ombudsman Dispute Department, in the Executive Office at Select Portfolio Servicing, asking about my issues. \nBefore I had a chance to talk I was reprimanded for calling their investor, XXXX XXXX XXXX  XXXX. I was told all communication must go through SPS. I explained to the representative, I had made many attempts to work with SPS, and even called the Consumer Ombudsman department twice, whos representatives discounted the call twice. Either these employees are not trained to answer my specific questions, or just plain rude. \n\nI almost did not answer XXXX call because the was no caller ID naming SPS, and because I get so many Scam calls, I usually do not answer the phone for unanimous callers. Today I received another call from XXXX, this time letting me know SPS is working on my Error Letter. \nOn XX/XX/XXXX ( attached ) SPS sent a letter, which I received on Monday the XXXX, answering my error resolution letter. XXXX call did not make sense until she said the reason for her call was new information was received, and she was calling to state it was being reviewed in the Dispute Department. When I asked, \" Where did the information come from ''? She stated it was the information I just sent in. Again, I am working with someone who did not know what they were talking about. After a few more questions I realized, the \" new '' information she spoke of was the complaint I had filed with the CFPB # XXXX. \n\nI explained, this is the same information I sent to SPS, and waited 2 months for a response, when per the CFPB 30 business days is the allowed period to respond, + a 15-day extension if within the 30 days notice is sent with a valid reason for the extension. Instead, I was sent a notice stating SPS needed a 30-day extension, ( even though CFPB states no more than 15 days, ) it was outside the 30 day dispute period, and without a valid reason. XXXX replied she is required to call when a dispute is filed. I asked her about the credit report mistakes discussed in our previous call on XX/XX/XXXX, and all she could say is we are working on it. I mentioned it took 2 months to reply to my first dispute and asked how long would it take to respond to the Credit Report Disputes, and she said she didn't know. Based on this discussion, and my desire to have my credit report corrected, I plan to file another complaint with the CFPB for the credit issues, and the carelessly put together response from SPS to my \" Error resolution letter. \n\nPlease read the response SPS subsequently made on XXXX, ( attached, ) and come to your own conclusion, why would a one-page response take 2 months to accomplish. It really didn't address any of my concerns, and what is really humorous is the letter is filled with misconstrued facts and conclusions. \n\nThe correspondence included an \" Applied Funds Table, '' along with pages of XXXX payment history, ( which I already had. ) As I reviewed the payment history ( supplied by XXXX, ) it became clear, I had been supplied with an internal form, based on the \" heading of each column. '' Such as \" XXXX '' which was not defined for the average consumer to understand. By comparing the payment history supplied by SPS, to the actual history XXXX  XXXX XXXX supplied with my final Escrow Analysis, the abbreviation was for \" Transaction Date. '' It is clear that the XXXX payment history SPS supplied, ( which neglected to include either the 13-page numbers for reference or an explanation as to why it was included, ) as it appears to have been thrown in as fluff. \n\nIf the \" Table '' and \" Payment History '' matched it would make sense. Instead, it conflicted with the '' Applied Funds Table, '' which fail to show my last payment made to XXXX on XX/XX/XXXX, nor did it include the correct payment amount of {$1300.00}. Which by law, must be posted and disbursed as of the date of receipt, ( in this case XX/XX/XXXX, ) not XX/XX/XXXX.Additionally, the table includes an \" Escrow Shortage '' payment of {$74.00} made on XX/XX/XXXX but fails to show the \" Escrow Shortage '' payment of {$5.00}, or the waving of the late charge of {$48.00} on XX/XX/XXXX. In fact, if my \" Error Letter '' had been read, it would be easy to see these mistakes clearly. How can a company come to an accurate conclusion without having or giving me information that is thoroughly reviewed and analyzed? I had the right to be explained why the table in the letter from SPS did not match the XXXX loan history and how you came to the conclusions in the table. I am still in limbo because nothing has been corrected. \n\nParagraph two of the letter dated XXXX states, We are unable to comment on the escrow amounts collected by the prior servicer, as we collect the escrow information from the agencies after the loan was transferred to SPS. Why isn't AGENCIES explained? What agencies are you talking about? SPS has an obligation to be clear, and accurate. Why would I be supplied with SPS 's internal form of my payment history with XXXX, only to tell me you can't comment about it? Should you really have sent me this form at all? Did the so-called \" Agencies '' make a mistake supplying it? Per 1024.38 38 ( a ) ( 1 ) ( ii ) -1 SPS must have \" reasonable policies and procedures, '' and I have not seen this in attempts to work with this Servicer. \n\nLate Fee : One more Error made by SPS : For some reason, Ms. XXXX was under the impression that I questioned the late charge XX/XX/XXXX had added to my XXXX payment. I questioned the accounting, XX/XX/XXXXmistakenly charged a late fee and waved it the same day. My concern about this charge was, being accurately credited for this fee. The payment history showed It posted as a charge on XXXX, and it also showed a credit 4 times the same day, but my balance was not adjusted. SPS XX/XX/XXXX letter explains I was charged a late fee on XX/XX/XXXX, but fail to state that this amount was credited back the same day, ( all they had to do was look at the payment history under total late fees. ) This question remains unanswered, I still want to see that I was credited. If the payment is held in a suspense or unapplied funds account, this fact must be reflected on future periodic statements, in accordance with 1026.41 ( d ) ( 3 ). When sufficient funds accumulate to cover a periodic payment, as defined in 1026.36 ( c ) ( 1 ) ( I ), they must be treated as a periodic payment received in accordance with 1026.36 ( c ) ( 1 ) ( I ). By being treated as a periodic payment the payment must be posted on the date received. \n\nPhone Call : I requested to be contacted by phone to explain the results of your investigation, I did not say this request was in lei of sending a written response. The XX/XX/XXXX letter states : \" We are unable to fulfill this request as it is our policy to respond by US Postal Service. '' One more blunder or failure to properly communicate what they mean. SPS \" DID '' in fact call me, on XXXX and explained what was stated in the letter, ( hadn't yet been received ) and I was told what the conclusion was. The final paragraph of the letter states, \" Should you have any further questions, please call Customer Service. '' This conflicts with the prior statement SPS made which began, \" We are unable to fulfill this request. '' It concludes : \" SPS has reviewed and responded to your inquiries, ( I unequivocally disagree with such a statement. ) Then continues to say, \" We have provided all documentation relied upon to reach our determination, '' ( This explains and concurs, that there was little time spent investigating my concerns, ( even though it took 2 months to answer them. ) It is part of the reason there are so many mistakes, there was a lack of investigation by SPS. ) The letter continues to say : \" If a document was not provided, it is because it is privileged or proprietary, '' ( such as in supplying an internal form, from XXXX. ) Isn't this statement in conflict with the prior one stating We have provided all documentation relied on? \n\nServicer 's use a computerized loan management system. The system SPS uses should keep track of the borrowers account, and communications with the Servicer. What happened? Did the server at SPS go down while this case was investigated? One of the main duties of a Servicer is to collect and process payments from the borrower, and have accurate accounting. When funds are applied improperly when the grace period is ignored, or there is a failure to credit funds to the principal balance, or escrow account there can be an artificial shortage, and SPS is in violation of the terms in the deed of trust. Please remember, I was told there would not be another Escrow Analysis completed for a year on XXXX XXXX, ( date of transfer, because XXXX had completed one a month and a half before the transfer. Yet, in XXXX I was sent a new Analysis by SPS, knowing Federal Laws only allows one completed per year, unless I request to have one completed. I was told there was a shortage of {$130.00}, which triggered my letter of dispute. \n\nTHERE WAS NO PART OF THIS LETTER THAT HAD CREDIBILITY! It is frightening to know that I am stuck with this Servicer until I either sell my home or refinance. \n\nEscrow Closure : My request to close Escrow, and SPS acknowledgment of closure on XX/XX/XXXX, was one more string of errors, ( see attached Escrow Payment change notice XXXX, Escrow Closure Request form, SPS Acknowledgement XXXX, and Escrow Closing Notice/Notification Escrow Closing XXXX. ) The form was supplied by SPS and clearly shows I no longer wanted \" both '' my Property Taxes and Insurance Impounded. I was sent a letter Acknowledging my escrow would close on XXXX if I didn't call and cancel this request. I called on XX/XX/XXXX to verify my escrow was closed and was told a check was sent for the balance of my Taxes, but the Insurance was still opened. I asked why and was told the Escrow Department would be contacted, and I would get a call within 3 days with an answer. How do you botch up something so simple, and with your own forms? \n\nI asked to speak with the escrow department and was told, I could only speak to Customer Service, who clearly did not understand the makings of an Escrow Account. I had never heard of a company that did not let you speak to this department. It is no wonder there are so many mistakes made. I asked to have the insurance check sent XXXX overnight since this was an error made by SPS, and my insurance was coming due within a few weeks. Plus my form clearly stated it was not longer SPS 's responsibility to pay taxes or insurance, ( even though they still held the insurance balance of my escrow account. ) I was told they would \" try '' to request the check and overnight it. I replied that is not good enough. \n\nTwo days later, I received a call from SPS stating a check was request was made that day, and he would internally, e-mail my request to have my check overnighted. One week later I received the check regular mail. SPS repeatedly has made mistakes, and taken shortcuts at every stage of the mortgage servicing process, costing me additional fees along the way. When an error was made in the servicing of my mortgage, SPS must either correct the error I identified, called \" notice of error '', or investigate the alleged error. SPS has routinely failed to properly acknowledge and investigate my complaints, or make necessary corrections. \n\nThis is probably a result of loading inaccurate and incomplete information into its servicing system, or even when their data is accurate, SPS still generated errors, because of their system failures and deficient programming. \n\nInaccurate Credit Reporting : XXXX : The results of my dispute from my report dated XX/XX/XXXX arrived on XX/XX/XXXX ( see attached ) as certified accurate and unchanged. This is a gross misstatement and shows that SPS either has untrained employees is too busy to verify and correct the information or is a company who skips through federal compliance regulations hoping not to get caught in an audit by the CFPB. \n\nLooking at the attachment, \" XXXX Dispute with SPS '' is noticeably & erroneous based on a status date of XX/XX/XXXX : it fails to show loan transferred/sold, a recent payment made of {$2600.00}, ( also shown in error on the attached SPS Account summary, ) which is the total of the individual payments I made for XX/XX/XXXX & XX/XX/XXXX in the amount of {$1300.00} the monthly payment, also shown in error on my report is shown as {$1300.00}, which was the payment I made in XXXX because of SPS 's inaccurate Escrow Analysis, which has disputed as of XX/XX/XXXX, ( see attachment, SPS Error Letter. ) The term is 40 years, with 32 years remaining, not 46 years. There is no 46-year term for mortgages. \n\nFinally, SPS felt a need to add, ( in error ) a comment : \" Loan Modified under a Federal Government Plan. '' This is a negative reporting remark, which can not be made after 7 years, ( it has been almost 10 years, ) the Modification completed by XXXX, ( see attachments XXXX  XXXX Credit Report change, & XXXX XXXX Mod ) was disputed & removed from all credit reports in XXXX, and can not be added back. \n\nXXXX  : On XX/XX/XXXX, I received the results of my dispute against XXXX   XXXX XXXX & SPS ( see attachment, ). XXXX updated their information to now show the loan closed & transferred with the date of the last payment. \nXXXX : SPS, on the other hand, created the illusion I had two mortgages instead of one, & one of them was a new mortgage, ( dropping my credit scores. ) Account information '' it also needs many of the same corrections for based on the \" Date of last activity '' shown as XX/XX/XXXX, Loan Balance must be reduced to match \" Date of last Activity, '' but continues to state the original balance on transfer of my loan XX/XX/XXXX, \" Actual Payment, '' {$2600.00}, should match \" Scheduled Payment. '' The \" Months Reviewed '' state 2 payments reported it is should state 3 were reviewed, the monthly payment was updated but still wrong, since the status date remains unchanged at XX/XX/XXXX, the updated payment is based on my new payment as of XXXX, which no longer has an escrow account. \n\nUnder \" Historical Account information '' the months of XX/XX/XXXX & XX/XX/XXXX must be completed to show payment in the amount of {$1300.00} and XXXXXXXX XXXX payment must be corrected to show this payment as well. By failing to report the XXXX & XXXX payment amounts, that the payments made were \" Regular Payments '', not \" Trial Payments '' ( under a trial period for a loan modification, by failing to report the loan as transferred/sold, ( needs to be added, ) but most importantly by reporting a comment the \" Loan Modified under a Federal Government Plan, '' ( MUST remove outdated negative information. ) it has caused my credit score to drop 120 points. All of these mistakes contributed to lowering my overall credit score. \n\nXXXX XXXX : Not only is XXXX XXXX reporting the same errors as XXXX, but instead of showing a \" Historical Account information '' XXXX XXXX XXXX format places a table under the \" Remarks '' \" Loan Modified under a Federal Government Plan. '' that \" RATES '' the payments for XXXX and XXXX as \" X '' which is defined as \" Unknown, '' once again indicating a \" Trial Payment '' under a Modification. Instead, it should have shown as \" OK '' under their Rating Key method. This is unreasonable, will not be tolerated misleading, uncalled for, and must be changed immediately. \n\nConcerning the above comments, I would like to add, I was not notified by SPS that they were reporting \" any '' information to the credit bureau 's, much less \" negative reporting '' concerning the type of mortgage I had. To reiterate ; when a loan is transferred there is a 60 day grace period before any credit reporting may be made. \n\nWhen an Error Resolution Letter such as the one SPS received on XX/XX/XXXX, is received concerning mortgage payments, ( and SPS had not even received all the data from BAC, ) SPS may not report during the resolution period, which is usually another 60 days. In my case, during the period discussed, my payment changed with SPS 3 times, and SPS just sent another notice dated XXXX, received XX/XX/XXXX. Stating they are again reviewing my concerns, yet SPS choose to ignore the State and Federal law and incorrectly began reporting on XXXX. Additionally, outdated information/negative reporting over 7 years old must not be reported. \n\nUnder the FCRA ( Fair Credit Reporting Act ) prohibits false credit reporting of any type. A creditor must not supply information to a CRA that it knows ( or should know ) is inaccurate. That includes : misstating the balance due or reporting late payments when you paid timely. \n\nFailing to Follow Debt Dispute Procedures When you submit a written dispute about the accuracy of an item on your report, credit bureaus and your Servicer ( SPS ) must take certain actions in response. Their duties include conducting a reasonable investigation of your dispute, correcting any inaccurate information, or even removing the disputed debt from your credit report. There are a number of ways they can fall short of their duties. \n\nSome common violations by a CRA include failing to : Notify a creditor that you dispute the debt that it has reported, conduct a reasonable investigation of your dispute, or correct or delete any inaccurate, incomplete or unverifiable information within 30 days of the receiving notice of your dispute, refrain from continuing to submit information that it knows ( or should know ) is incorrect, conduct an internal investigation of your dispute within 30 days ( or 45 days if you supply additional information during the investigation. ) When a private investor such as XXXX XXXX XXXX XXXX owns the loan, the market drives the servicing fee. Generally, the fee depends on the underlying credit quality of the borrower. Servicing a loan with a higher quality credit rating brings in fewer fees because servicing costs are lower. Servicing a loan that has lower credit quality generates a higher fee because borrowers tend to default on this type of loan, which makes them more labor-intensive to service. How many borrowers have SPS supplied inaccurate information, in an effort to drive their fees up to and cost the investor thousands of dollars, by misleading them? \n\nBecause I have no say over who services my mortgage, I must depend on the CFPB to remain vigilant to ensure I get fair treatment. '' I can only hope the CFPB uncovers substantial evidence that SPS has engaged in significant and systemic misconduct, at nearly every stage of the mortgage servicing process. \nThe Dodd-Frank Wall Street Reform and Consumer Protection Act, protect consumers from unfair, deceptive, or abusive acts or practices, such as those described above. The CFPBs mortgage servicing rules require that servicer 's promptly credit payments and correct errors on request. \n\nI hope you take these remarks seriously by discussing these errors with SPS and making sure the corrections are made immediately. The information on my credit report should be prioritized, and when completed the FCRA states I am to be notified within 5 days. I would be glad to discuss anything you feel is not clear.","date_sent_to_company":"2019-09-18T00:26:44.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"95630","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3377739","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2019-09-17T23:31:11.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["XXXX XXXX stated he would have a <em>supervisor</em> contact me within 24 hours to discuss the issues. \nOn XX/XX/XXXX, I received a call from XXXX XXXX ( not a <em>supervisor</em>, ) who is in the Ombudsman <em>Dispute</em> Department, in the Executive Office at Select Portfolio Servicing, asking about my issues. \nBefore I had a chance to talk I was reprimanded for calling their investor, XXXX XXXX XXXX  XXXX. I was <em>told</em> all communication must go <em>through</em> SPS."]},"sort":[8.770291,"3377739"]},{"_index":"complaint-public-v1","_id":"3377745","_score":8.769102,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I contacted XXXX  XXXX  XXXX/XXXX  XXXX XXXX after waiting almost 60 business days and still not receiving a response to my Error Resolution Letter. XXXX XXXX stated he would have a supervisor contact me within 24 hours to discuss the issues. \nOn XX/XX/XXXX, I received a call from XXXX XXXX ( not a supervisor, ) who is in the Ombudsman Dispute Department, in the Executive Office at XXXX   XXXX XXXX, asking about my issues. \nBefore I had a chance to talk I was reprimanded for calling their investor, XXXX XXXX XXXX XXXX. I was told all communication must go through XXXX. I explained to the representative, I had made many attempts to work with XXXX, and even called the Consumer Ombudsman department twice, whos representatives discounted the call twice. Either these employees are not trained to answer my specific questions, or just plain rude. \n\nI almost did not answer XXXX call because the was no caller ID naming XXXX, and because I get so many Scam calls, I usually do not answer the phone for unanimous callers. Today I received another call from XXXX, this time letting me know XXXX is working on my Error Letter. \nOn XX/XX/XXXX ( attached ) XXXX sent a letter, which I received on Monday the XXXX, answering my error resolution letter. XXXX call did not make sense until she said the reason for her call was new information was received, and she was calling to state it was being reviewed in the Dispute Department. When I asked, \" Where did the information come from ''? She stated it was the information I just sent in. Again, I am working with someone who did not know what they were talking about. After a few more questions I realized, the \" new '' information she spoke of was the complaint I had filed with the CFPB # XXXX. \n\nI explained, this is the same information I sent to XXXX, and waited 2 months for a response, when per the CFPB 30 business days is the allowed period to respond, + a 15-day extension if within the 30 days notice is sent with a valid reason for the extension. Instead, I was sent a notice stating XXXX needed a 30-day extension, ( even though CFPB states no more than 15 days, ) it was outside the 30 day dispute period, and without a valid reason. XXXX replied she is required to call when a dispute is filed. I asked her about the credit report mistakes discussed in our previous call on XX/XX/XXXX, and all she could say is we are working on it. I mentioned it took 2 months to reply to my first dispute and asked how long would it take to respond to the Credit Report Disputes, and she said she didn't know. Based on this discussion, and my desire to have my credit report corrected, I plan to file another complaint with the CFPB for the credit issues, and the carelessly put together response from XXXX to my \" Error resolution letter. \n\nPlease read the response XXXX subsequently made on XXXX, ( attached, ) and come to your own conclusion, why would a one-page response take 2 months to accomplish. It really didn't address any of my concerns, and what is really humorous is the letter is filled with misconstrued facts and conclusions. \n\nThe correspondence included an \" Applied Funds Table, '' along with pages of XXXX payment history, ( which I already had. ) As I reviewed the payment history ( supplied by XXXX, ) it became clear, I had been supplied with an internal form, based on the \" heading of each column. '' Such as \" XXXX '' which was not defined for the average consumer to understand. By comparing the payment history supplied by XXXX, to the actual history XXXX XXXX XXXX supplied with my final Escrow Analysis, the abbreviation was for \" Transaction Date. '' It is clear that the XXXX payment history XXXX supplied, ( which neglected to include either the 13-page numbers for reference or an explanation as to why it was included, ) as it appears to have been thrown in as fluff. \n\nIf the \" Table '' and \" Payment History '' matched it would make sense. Instead, it conflicted with the '' Applied Funds Table, '' which fail to show my last payment made to XXXX on XX/XX/XXXX, nor did it include the correct payment amount of {$1300.00}. Which by law, must be posted and disbursed as of the date of receipt, ( in this case XX/XX/XXXX, ) not XX/XX/XXXX.Additionally, the table includes an \" Escrow Shortage '' payment of {$74.00} made on XX/XX/XXXX but fails to show the \" Escrow Shortage '' payment of {$5.00}, or the waving of the late charge of {$48.00} on XX/XX/XXXX. In fact, if my \" Error Letter '' had been read, it would be easy to see these mistakes clearly. How can a company come to an accurate conclusion without having or giving me information that is thoroughly reviewed and analyzed? I had the right to be explained why the table in the letter from XXXX did not match the XXXX loan history and how you came to the conclusions in the table. I am still in limbo because nothing has been corrected. \n\nParagraph two of the letter dated XXXX states, We are unable to comment on the escrow amounts collected by the prior servicer, as we collect the escrow information from the agencies after the loan was transferred to XXXX. Why isn't AGENCIES explained? What agencies are you talking about? XXXX has an obligation to be clear, and accurate. Why would I be supplied with XXXX 's internal form of my payment history with XXXX, only to tell me you can't comment about it? Should you really have sent me this form at all? Did the so-called \" Agencies '' make a mistake supplying it? Per 1024.38 38 ( a ) ( 1 ) ( ii ) -1 XXXX must have \" reasonable policies and procedures, '' and I have not seen this in attempts to work with this Servicer. \n\nLate Fee : One more Error made by XXXX : For some reason, Ms. XXXX was under the impression that I questioned the late charge XXXX had added to my XXXX payment. I questioned the accounting, XXXX  mistakenly charged a late fee and waved it the same day. My concern about this charge was, being accurately credited for this fee. The payment history showed It posted as a charge on XXXX, and it also showed a credit 4 times the same day, but my balance was not adjusted. XXXX XX/XX/XXXX letter explains I was charged a late fee on XX/XX/XXXX, but fail to state that this amount was credited back the same day, ( all they had to do was look at the payment history under total late fees. ) This question remains unanswered, I still want to see that I was credited. If the payment is held in a suspense or unapplied funds account, this fact must be reflected on future periodic statements, in accordance with 1026.41 ( d ) ( 3 ). When sufficient funds accumulate to cover a periodic payment, as defined in 1026.36 ( c ) ( 1 ) ( I ), they must be treated as a periodic payment received in accordance with 1026.36 ( c ) ( 1 ) ( I ). By being treated as a periodic payment the payment must be posted on the date received. \n\nPhone Call : I requested to be contacted by phone to explain the results of your investigation, I did not say this request was in lei of sending a written response. The XX/XX/XXXX letter states : \" We are unable to fulfill this request as it is our policy to respond by US Postal Service. '' One more blunder or failure to properly communicate what they mean. XXXX \" DID '' in fact call me, on XXXX and explained what was stated in the letter, ( hadn't yet been received ) and I was told what the conclusion was. The final paragraph of the letter states, \" Should you have any further questions, please call Customer Service. '' This conflicts with the prior statement XXXX made which began, \" We are unable to fulfill this request. '' It concludes : \" XXXX has reviewed and responded to your inquiries, ( I unequivocally disagree with such a statement. ) Then continues to say, \" We have provided all documentation relied upon to reach our determination, '' ( This explains and concurs, that there was little time spent investigating my concerns, ( even though it took 2 months to answer them. ) It is part of the reason there are so many mistakes, there was a lack of investigation by XXXX. ) The letter continues to say : \" If a document was not provided, it is because it is privileged or proprietary, '' ( such as in supplying an internal form, from XXXX. ) Isn't this statement in conflict with the prior one stating We have provided all documentation relied on? \n\nServicer 's use a computerized loan management system. The system XXXX uses should keep track of the borrowers account, and communications with the Servicer. What happened? Did the server at XXXX go down while this case was investigated? One of the main duties of a Servicer is to collect and process payments from the borrower, and have accurate accounting. When funds are applied improperly when the grace period is ignored, or there is a failure to credit funds to the principal balance, or escrow account there can be an artificial shortage, and XXXX is in violation of the terms in the deed of trust. Please remember, I was told there would not be another Escrow Analysis completed for a year on XXXX XXXX, ( date of transfer, because XXXX had completed one a month and a half before the transfer. Yet, in XXXX I was sent a new Analysis by XXXX, knowing Federal Laws only allows one completed per year, unless I request to have one completed. I was told there was a shortage of {$130.00}, which triggered my letter of dispute. \n\nTHERE WAS NO PART OF THIS LETTER THAT HAD CREDIBILITY! It is frightening to know that I am stuck with this Servicer until I either sell my home or refinance. \n\nEscrow Closure : My request to close Escrow, and XXXX acknowledgment of closure on XX/XX/XXXX, was one more string of errors, ( see attached Escrow Payment change notice XXXX, Escrow Closure Request form, XXXX Acknowledgement XXXX, and Escrow Closing Notice/Notification Escrow Closing XXXX. ) The form was supplied by XXXX and clearly shows I no longer wanted \" both '' my Property Taxes and Insurance Impounded. I was sent a letter Acknowledging my escrow would close on XXXX if I didn't call and cancel this request. I called on XX/XX/XXXX to verify my escrow was closed and was told a check was sent for the balance of my Taxes, but the Insurance was still opened. I asked why and was told the Escrow Department would be contacted, and I would get a call within 3 days with an answer. How do you botch up something so simple, and with your own forms? \n\nI asked to speak with the escrow department and was told, I could only speak to Customer Service, who clearly did not understand the makings of an Escrow Account. I had never heard of a company that did not let you speak to this department. It is no wonder there are so many mistakes made. I asked to have the insurance check sent XXXX overnight since this was an error made by XXXX, and my insurance was coming due within a few weeks. Plus my form clearly stated it was not longer XXXX XXXX responsibility to pay taxes or insurance, ( even though they still held the insurance balance of my escrow account. ) I was told they would \" try '' to request the check and overnight it. I replied that is not good enough. \n\nTwo days later, I received a call from XXXX stating a check was request was made that day, and he would internally, e-mail my request to have my check overnighted. One week later I received the check regular mail. XXXX repeatedly has made mistakes, and taken shortcuts at every stage of the mortgage servicing process, costing me additional fees along the way. When an error was made in the servicing of my mortgage, XXXX must either correct the error I identified, called \" notice of error '', or investigate the alleged error. XXXX has routinely failed to properly acknowledge and investigate my complaints, or make necessary corrections. \n\nThis is probably a result of loading inaccurate and incomplete information into its servicing system, or even when their data is accurate, XXXX still generated errors, because of their system failures and deficient programming. \n\nInaccurate Credit Reporting : Experian : The results of my dispute from my report dated XX/XX/XXXX arrived on XX/XX/XXXX ( see attached ) as certified accurate and unchanged. This is a gross misstatement and shows that XXXX either has untrained employees is too busy to verify and correct the information or is a company who skips through federal compliance regulations hoping not to get caught in an audit by the CFPB. \n\nLooking at the attachment, \" Experian Dispute with XXXX '' is noticeably & erroneous based on a status date of XX/XX/XXXX : it fails to show loan transferred/sold, a recent payment made of {$2600.00}, ( also shown in error on the attached XXXX Account summary, ) which is the total of the individual payments I made for XX/XX/XXXX & XX/XX/XXXX in the amount of {$1300.00} the monthly payment, also shown in error on my report is shown as {$1300.00}, which was the payment I made in XXXX because of XXXX XXXX inaccurate Escrow Analysis, which has disputed as of XX/XX/XXXX, ( see attachment, XXXX Error Letter. ) The term is 40 years, with 32 years remaining, not 46 years. There is no 46-year term for mortgages. \n\nFinally, XXXX felt a need to add, ( in error ) a comment : \" Loan Modified under a Federal Government Plan. '' This is a negative reporting remark, which can not be made after 7 years, ( it has been almost 10 years, ) the Modification completed by XXXX, ( see attachments XXXX XXXX Credit Report change, & XXXX XXXX Mod ) was disputed & removed from all credit reports in XXXX, and can not be added back. \n\nXXXX : On XX/XX/XXXX, I received the results of my dispute against XXXX   XXXX XXXX & XXXX ( see attachment, ). XXXX updated their information to now show the loan closed & transferred with the date of the last payment. \nXXXX : XXXX, on the other hand, created the illusion I had two mortgages instead of one, & one of them was a new mortgage, ( dropping my credit scores. ) Account information '' it also needs many of the same corrections for based on the \" Date of last activity '' shown as XX/XX/XXXX, Loan Balance must be reduced to match \" Date of last Activity, '' but continues to state the original balance on transfer of my loan XX/XX/XXXX, \" Actual Payment, '' {$2600.00}, should match \" Scheduled Payment. '' The \" Months Reviewed '' state 2 payments reported it is should state 3 were reviewed, the monthly payment was updated but still wrong, since the status date remains unchanged at XX/XX/XXXX, the updated payment is based on my new payment as of XXXX, which no longer has an escrow account. \n\nUnder \" Historical Account information '' the months of XX/XX/XXXX & XX/XX/XXXX must be completed to show payment in the amount of {$1300.00} and XXXX XXXX payment must be corrected to show this payment as well. By failing to report the XXXX & XXXX payment amounts, that the payments made were \" Regular Payments '', not \" Trial Payments '' ( under a trial period for a loan modification, by failing to report the loan as transferred/sold, ( needs to be added, ) but most importantly by reporting a comment the \" Loan Modified under a Federal Government Plan, '' ( MUST remove outdated negative information. ) it has caused my credit score to drop 120 points. All of these mistakes contributed to lowering my overall credit score. \n\nXXXX XXXX : Not only is XXXX XXXX reporting the same errors as XXXX, but instead of showing a \" Historical Account information '' XXXX XXXX XXXX format places a table under the \" Remarks '' \" Loan Modified under a Federal Government Plan. '' that \" RATES '' the payments for XXXX and XXXX as \" X '' which is defined as \" Unknown, '' once again indicating a \" Trial Payment '' under a Modification. Instead, it should have shown as \" OK '' under their Rating Key method. This is unreasonable, will not be tolerated misleading, uncalled for, and must be changed immediately. \n\nConcerning the above comments, I would like to add, I was not notified by XXXX that they were reporting \" any '' information to the credit bureau 's, much less \" negative reporting '' concerning the type of mortgage I had. To reiterate ; when a loan is transferred there is a 60 day grace period before any credit reporting may be made. \n\nWhen an Error Resolution Letter such as the one XXXX  received on XX/XX/XXXX, is received concerning mortgage payments, ( and XXXX had not even received all the data from XXXX, ) XXXX may not report during the resolution period, which is usually another 60 days. In my case, during the period discussed, my payment changed with XXXX 3 times, and XXXX just sent another notice dated XXXX, received XX/XX/XXXX. Stating they are again reviewing my concerns, yet XXXX choose to ignore the State and Federal law and incorrectly began reporting on XXXX. Additionally, outdated information/negative reporting over 7 years old must not be reported. \n\nUnder the FCRA ( Fair Credit Reporting Act ) prohibits false credit reporting of any type. A creditor must not supply information to a CRA that it knows ( or should know ) is inaccurate. That includes : misstating the balance due or reporting late payments when you paid timely. \n\nFailing to Follow Debt Dispute Procedures When you submit a written dispute about the accuracy of an item on your report, credit bureaus and your Servicer ( XXXX ) must take certain actions in response. Their duties include conducting a reasonable investigation of your dispute, correcting any inaccurate information, or even removing the disputed debt from your credit report. There are a number of ways they can fall short of their duties. \n\nSome common violations by a CRA include failing to : Notify a creditor that you dispute the debt that it has reported, conduct a reasonable investigation of your dispute, or correct or delete any inaccurate, incomplete or unverifiable information within 30 days of the receiving notice of your dispute, refrain from continuing to submit information that it knows ( or should know ) is incorrect, conduct an internal investigation of your dispute within 30 days ( or 45 days if you supply additional information during the investigation. ) When a private investor such as XXXX XXXX XXXX XXXX owns the loan, the market drives the servicing fee. Generally, the fee depends on the underlying credit quality of the borrower. Servicing a loan with a higher quality credit rating brings in fewer fees because servicing costs are lower. Servicing a loan that has lower credit quality generates a higher fee because borrowers tend to default on this type of loan, which makes them more labor-intensive to service. How many borrowers have XXXX supplied inaccurate information, in an effort to drive their fees up to and cost the investor thousands of dollars, by misleading them? \n\nBecause I have no say over who services my mortgage, I must depend on the CFPB to remain vigilant to ensure I get fair treatment. '' I can only hope the CFPB uncovers substantial evidence that XXXX has engaged in significant and systemic misconduct, at nearly every stage of the mortgage servicing process. \nThe Dodd-Frank Wall Street Reform and Consumer Protection Act, protect consumers from unfair, deceptive, or abusive acts or practices, such as those described above. The CFPBs mortgage servicing rules require that servicer 's promptly credit payments and correct errors on request. \n\nI hope you take these remarks seriously by discussing these errors with XXXX and making sure the corrections are made immediately. The information on my credit report should be prioritized, and when completed the FCRA states I am to be notified within 5 days. I would be glad to discuss anything you feel is not clear.","date_sent_to_company":"2019-09-18T04:26:51.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"95630","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3377745","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-09-18T00:26:47.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["XXXX XXXX stated he would have a <em>supervisor</em> contact me within 24 hours to discuss the issues. \nOn XX/XX/XXXX, I received a call from XXXX XXXX ( not a <em>supervisor</em>, ) who is in the Ombudsman <em>Dispute</em> Department, in the Executive Office at XXXX   XXXX XXXX, asking about my issues. \nBefore I had a chance to talk I was reprimanded for calling their investor, XXXX XXXX XXXX XXXX. I was <em>told</em> all communication must go <em>through</em> XXXX."]},"sort":[8.769102,"3377745"]},{"_index":"complaint-public-v1","_id":"3377743","_score":8.769102,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I contacted XXXX XXXX XXXX/XXXX XXXX XXXX after waiting almost 60 business days and still not receiving a response to my Error Resolution Letter. XXXX XXXX stated he would have a supervisor contact me within 24 hours to discuss the issues. \nOn XX/XX/XXXX, I received a call from XXXX XXXX ( not a supervisor, ) who is in the Ombudsman Dispute Department, in the Executive Office at XXXX   XXXX XXXX, asking about my issues. \nBefore I had a chance to talk I was reprimanded for calling their investor, XXXX XXXX XXXX XXXX. I was told all communication must go through XXXX. I explained to the representative, I had made many attempts to work with XXXX, and even called the Consumer Ombudsman department twice, whos representatives discounted the call twice. Either these employees are not trained to answer my specific questions, or just plain rude. \n\nI almost did not answer XXXX call because the was no caller ID naming XXXX, and because I get so many Scam calls, I usually do not answer the phone for unanimous callers. Today I received another call from XXXX, this time letting me know XXXX is working on my Error Letter. \nOn XX/XX/XXXX ( attached ) XXXX sent a letter, which I received on Monday the XXXX, answering my error resolution letter. XXXX call did not make sense until she said the reason for her call was new information was received, and she was calling to state it was being reviewed in the Dispute Department. When I asked, \" Where did the information come from ''? She stated it was the information I just sent in. Again, I am working with someone who did not know what they were talking about. After a few more questions I realized, the \" new '' information she spoke of was the complaint I had filed with the CFPB # XXXX. \n\nI explained, this is the same information I sent to XXXX, and waited 2 months for a response, when per the CFPB 30 business days is the allowed period to respond, + a 15-day extension if within the 30 days notice is sent with a valid reason for the extension. Instead, I was sent a notice stating XXXX needed a 30-day extension, ( even though CFPB states no more than 15 days, ) it was outside the 30 day dispute period, and without a valid reason. XXXX replied she is required to call when a dispute is filed. I asked her about the credit report mistakes discussed in our previous call on XX/XX/XXXX, and all she could say is we are working on it. I mentioned it took 2 months to reply to my first dispute and asked how long would it take to respond to the Credit Report Disputes, and she said she didn't know. Based on this discussion, and my desire to have my credit report corrected, I plan to file another complaint with the CFPB for the credit issues, and the carelessly put together response from XXXX to my \" Error resolution letter. \n\nPlease read the response XXXX subsequently made on XXXX, ( attached, ) and come to your own conclusion, why would a one-page response take 2 months to accomplish. It really didn't address any of my concerns, and what is really humorous is the letter is filled with misconstrued facts and conclusions. \n\nThe correspondence included an \" Applied Funds Table, '' along with pages of XXXX  payment history, ( which I already had. ) As I reviewed the payment history ( supplied by XXXX, ) it became clear, I had been supplied with an internal form, based on the \" heading of each column. '' Such as \" XXXX '' which was not defined for the average consumer to understand. By comparing the payment history supplied by XXXX, to the actual history XXXX  XXXX XXXX supplied with my final Escrow Analysis, the abbreviation was for \" Transaction Date. '' It is clear that the XXXX payment history XXXX supplied, ( which neglected to include either the 13-page numbers for reference or an explanation as to why it was included, ) as it appears to have been thrown in as fluff. \n\nIf the \" Table '' and \" Payment History '' matched it would make sense. Instead, it conflicted with the '' Applied Funds Table, '' which fail to show my last payment made to XXXX on XX/XX/XXXX, nor did it include the correct payment amount of {$1300.00}. Which by law, must be posted and disbursed as of the date of receipt, ( in this case XX/XX/XXXX, ) not XX/XX/XXXX.Additionally, the table includes an \" Escrow Shortage '' payment of {$74.00} made on XX/XX/XXXX but fails to show the \" Escrow Shortage '' payment of {$5.00}, or the waving of the late charge of {$48.00} on XX/XX/XXXX. In fact, if my \" Error Letter '' had been read, it would be easy to see these mistakes clearly. How can a company come to an accurate conclusion without having or giving me information that is thoroughly reviewed and analyzed? I had the right to be explained why the table in the letter from XXXX did not match the XXXX loan history and how you came to the conclusions in the table. I am still in limbo because nothing has been corrected. \n\nParagraph two of the letter dated XXXX states, We are unable to comment on the escrow amounts collected by the prior servicer, as we collect the escrow information from the agencies after the loan was transferred to XXXX. Why isn't AGENCIES explained? What agencies are you talking about? XXXX has an obligation to be clear, and accurate. Why would I be supplied with XXXX XXXX internal form of my payment history with XXXX, only to tell me you can't comment about it? Should you really have sent me this form at all? Did the so-called \" Agencies '' make a mistake supplying it? Per 1024.38 38 ( a ) ( 1 ) ( ii ) -1 XXXX  must have \" reasonable policies and procedures, '' and I have not seen this in attempts to work with this Servicer. \n\nLate Fee : One more Error made by XXXX : For some reason, Ms. XXXX was under the impression that I questioned the late charge XXXX had added to my XXXX payment. I questioned the accounting, XXXX mistakenly charged a late fee and waved it the same day. My concern about this charge was, being accurately credited for this fee. The payment history showed It posted as a charge on XXXX, and it also showed a credit 4 times the same day, but my balance was not adjusted. XXXX XX/XX/XXXX letter explains I was charged a late fee on XX/XX/XXXX, but fail to state that this amount was credited back the same day, ( all they had to do was look at the payment history under total late fees. ) This question remains unanswered, I still want to see that I was credited. If the payment is held in a suspense or unapplied funds account, this fact must be reflected on future periodic statements, in accordance with 1026.41 ( d ) ( 3 ). When sufficient funds accumulate to cover a periodic payment, as defined in 1026.36 ( c ) ( 1 ) ( I ), they must be treated as a periodic payment received in accordance with 1026.36 ( c ) ( 1 ) ( I ). By being treated as a periodic payment the payment must be posted on the date received. \n\nPhone Call : I requested to be contacted by phone to explain the results of your investigation, I did not say this request was in lei of sending a written response. The XX/XX/XXXX letter states : \" We are unable to fulfill this request as it is our policy to respond by US Postal Service. '' One more blunder or failure to properly communicate what they mean. XXXX \" DID '' in fact call me, on XXXX and explained what was stated in the letter, ( hadn't yet been received ) and I was told what the conclusion was. The final paragraph of the letter states, \" Should you have any further questions, please call Customer Service. '' This conflicts with the prior statement XXXX made which began, \" We are unable to fulfill this request. '' It concludes : \" XXXX has reviewed and responded to your inquiries, ( I unequivocally disagree with such a statement. ) Then continues to say, \" We have provided all documentation relied upon to reach our determination, '' ( This explains and concurs, that there was little time spent investigating my concerns, ( even though it took 2 months to answer them. ) It is part of the reason there are so many mistakes, there was a lack of investigation by XXXX. ) The letter continues to say : \" If a document was not provided, it is because it is privileged or proprietary, '' ( such as in supplying an internal form, from XXXX. ) Isn't this statement in conflict with the prior one stating We have provided all documentation relied on? \n\nServicer 's use a computerized loan management system. The system XXXX uses should keep track of the borrowers account, and communications with the Servicer. What happened? Did the server at XXXX go down while this case was investigated? One of the main duties of a Servicer is to collect and process payments from the borrower, and have accurate accounting. When funds are applied improperly when the grace period is ignored, or there is a failure to credit funds to the principal balance, or escrow account there can be an artificial shortage, and XXXX is in violation of the terms in the deed of trust. Please remember, I was told there would not be another Escrow Analysis completed for a year on XXXX XXXX, ( date of transfer, because XXXX had completed one a month and a half before the transfer. Yet, in XXXX I was sent a new Analysis by XXXX, knowing Federal Laws only allows one completed per year, unless I request to have one completed. I was told there was a shortage of {$130.00}, which triggered my letter of dispute. \n\nTHERE WAS NO PART OF THIS LETTER THAT HAD CREDIBILITY! It is frightening to know that I am stuck with this Servicer until I either sell my home or refinance. \n\nEscrow Closure : My request to close Escrow, and XXXX acknowledgment of closure on XX/XX/XXXX, was one more string of errors, ( see attached Escrow Payment change notice XXXX, Escrow Closure Request form, XXXX Acknowledgement XXXX, and Escrow Closing Notice/Notification Escrow Closing XXXX. ) The form was supplied by XXXX and clearly shows I no longer wanted \" both '' my Property Taxes and Insurance Impounded. I was sent a letter Acknowledging my escrow would close on XXXX if I didn't call and cancel this request. I called on XX/XX/XXXX to verify my escrow was closed and was told a check was sent for the balance of my Taxes, but the Insurance was still opened. I asked why and was told the Escrow Department would be contacted, and I would get a call within 3 days with an answer. How do you botch up something so simple, and with your own forms? \n\nI asked to speak with the escrow department and was told, I could only speak to Customer Service, who clearly did not understand the makings of an Escrow Account. I had never heard of a company that did not let you speak to this department. It is no wonder there are so many mistakes made. I asked to have the insurance check sent XXXX overnight since this was an error made by XXXX, and my insurance was coming due within a few weeks. Plus my form clearly stated it was not longer XXXX XXXX responsibility to pay taxes or insurance, ( even though they still held the insurance balance of my escrow account. ) I was told they would \" try '' to request the check and overnight it. I replied that is not good enough. \n\nTwo days later, I received a call from XXXX stating a check was request was made that day, and he would internally, e-mail my request to have my check overnighted. One week later I received the check regular mail. XXXX repeatedly has made mistakes, and taken shortcuts at every stage of the mortgage servicing process, costing me additional fees along the way. When an error was made in the servicing of my mortgage, XXXX must either correct the error I identified, called \" notice of error '', or investigate the alleged error. XXXX has routinely failed to properly acknowledge and investigate my complaints, or make necessary corrections. \n\nThis is probably a result of loading inaccurate and incomplete information into its servicing system, or even when their data is accurate, XXXX still generated errors, because of their system failures and deficient programming. \n\nInaccurate Credit Reporting : XXXX : The results of my dispute from my report dated XX/XX/XXXX arrived on XX/XX/XXXX ( see attached ) as certified accurate and unchanged. This is a gross misstatement and shows that XXXX either has untrained employees is too busy to verify and correct the information or is a company who skips through federal compliance regulations hoping not to get caught in an audit by the CFPB. \n\nLooking at the attachment, \" Experian Dispute with XXXX '' is noticeably & erroneous based on a status date of XX/XX/XXXX : it fails to show loan transferred/sold, a recent payment made of {$2600.00}, ( also shown in error on the attached XXXX  Account summary, ) which is the total of the individual payments I made for XX/XX/XXXX & XX/XX/XXXX in the amount of {$1300.00} the monthly payment, also shown in error on my report is shown as {$1300.00}, which was the payment I made in XXXX because of XXXX XXXX inaccurate Escrow Analysis, which has disputed as of XX/XX/XXXX, ( see attachment, XXXX Error Letter. ) The term is 40 years, with 32 years remaining, not 46 years. There is no 46-year term for mortgages. \n\nFinally, XXXX felt a need to add, ( in error ) a comment : \" Loan Modified under a Federal Government Plan. '' This is a negative reporting remark, which can not be made after 7 years, ( it has been almost 10 years, ) the Modification completed by XXXX, ( see attachments XXXX XXXX Credit Report change, & XXXX XXXX Mod ) was disputed & removed from all credit reports in XXXX, and can not be added back. \n\nEquifax : On XX/XX/XXXX, I received the results of my dispute against XXXX  XXXX XXXX & XXXX ( see attachment, ). XXXX updated their information to now show the loan closed & transferred with the date of the last payment. \nEquifax : XXXX, on the other hand, created the illusion I had two mortgages instead of one, & one of them was a new mortgage, ( dropping my credit scores. ) Account information '' it also needs many of the same corrections for based on the \" Date of last activity '' shown as XX/XX/XXXX, Loan Balance must be reduced to match \" Date of last Activity, '' but continues to state the original balance on transfer of my loan XX/XX/XXXX, \" Actual Payment, '' {$2600.00}, should match \" Scheduled Payment. '' The \" Months Reviewed '' state 2 payments reported it is should state 3 were reviewed, the monthly payment was updated but still wrong, since the status date remains unchanged at XX/XX/XXXX, the updated payment is based on my new payment as of XXXX, which no longer has an escrow account. \n\nUnder \" Historical Account information '' the months of XX/XX/XXXX & XX/XX/XXXX must be completed to show payment in the amount of {$1300.00} and XXXX XXXX payment must be corrected to show this payment as well. By failing to report the XXXX & XXXX payment amounts, that the payments made were \" Regular Payments '', not \" Trial Payments '' ( under a trial period for a loan modification, by failing to report the loan as transferred/sold, ( needs to be added, ) but most importantly by reporting a comment the \" Loan Modified under a Federal Government Plan, '' ( MUST remove outdated negative information. ) it has caused my credit score to drop 120 points. All of these mistakes contributed to lowering my overall credit score. \n\nXXXX XXXX : Not only is XXXX XXXX reporting the same errors as Equifax, but instead of showing a \" Historical Account information '' XXXX XXXX XXXX format places a table under the \" Remarks '' \" Loan Modified under a Federal Government Plan. '' that \" RATES '' the payments for XXXX and XXXX as \" X '' which is defined as \" Unknown, '' once again indicating a \" Trial Payment '' under a Modification. Instead, it should have shown as \" OK '' under their Rating Key method. This is unreasonable, will not be tolerated misleading, uncalled for, and must be changed immediately. \n\nConcerning the above comments, I would like to add, I was not notified by XXXX that they were reporting \" any '' information to the credit bureau 's, much less \" negative reporting '' concerning the type of mortgage I had. To reiterate ; when a loan is transferred there is a 60 day grace period before any credit reporting may be made. \n\nWhen an Error Resolution Letter such as the one XXXX received on XX/XX/XXXX, is received concerning mortgage payments, ( and XXXX had not even received all the data from XXXX, ) XXXX may not report during the resolution period, which is usually another 60 days. In my case, during the period discussed, my payment changed with XXXX 3 times, and XXXX just sent another notice dated XXXX, received XX/XX/XXXX. Stating they are again reviewing my concerns, yet XXXX choose to ignore the State and Federal law and incorrectly began reporting on XXXX. Additionally, outdated information/negative reporting over 7 years old must not be reported. \n\nUnder the FCRA ( Fair Credit Reporting Act ) prohibits false credit reporting of any type. A creditor must not supply information to a CRA that it knows ( or should know ) is inaccurate. That includes : misstating the balance due or reporting late payments when you paid timely. \n\nFailing to Follow Debt Dispute Procedures When you submit a written dispute about the accuracy of an item on your report, credit bureaus and your Servicer ( XXXX ) must take certain actions in response. Their duties include conducting a reasonable investigation of your dispute, correcting any inaccurate information, or even removing the disputed debt from your credit report. There are a number of ways they can fall short of their duties. \n\nSome common violations by a CRA include failing to : Notify a creditor that you dispute the debt that it has reported, conduct a reasonable investigation of your dispute, or correct or delete any inaccurate, incomplete or unverifiable information within 30 days of the receiving notice of your dispute, refrain from continuing to submit information that it knows ( or should know ) is incorrect, conduct an internal investigation of your dispute within 30 days ( or 45 days if you supply additional information during the investigation. ) When a private investor such as XXXX XXXX XXXX XXXX owns the loan, the market drives the servicing fee. Generally, the fee depends on the underlying credit quality of the borrower. Servicing a loan with a higher quality credit rating brings in fewer fees because servicing costs are lower. Servicing a loan that has lower credit quality generates a higher fee because borrowers tend to default on this type of loan, which makes them more labor-intensive to service. How many borrowers have XXXX supplied inaccurate information, in an effort to drive their fees up to and cost the investor thousands of dollars, by misleading them? \n\nBecause I have no say over who services my mortgage, I must depend on the CFPB to remain vigilant to ensure I get fair treatment. '' I can only hope the CFPB uncovers substantial evidence that XXXX has engaged in significant and systemic misconduct, at nearly every stage of the mortgage servicing process. \nThe Dodd-Frank Wall Street Reform and Consumer Protection Act, protect consumers from unfair, deceptive, or abusive acts or practices, such as those described above. The CFPBs mortgage servicing rules require that servicer 's promptly credit payments and correct errors on request. \n\nI hope you take these remarks seriously by discussing these errors with XXXX and making sure the corrections are made immediately. The information on my credit report should be prioritized, and when completed the FCRA states I am to be notified within 5 days. I would be glad to discuss anything you feel is not clear.","date_sent_to_company":"2019-09-18T04:26:51.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"95630","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3377743","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-09-18T00:26:47.000Z","state":"CA","company_public_response":null,"sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["XXXX XXXX stated he would have a <em>supervisor</em> contact me within 24 hours to discuss the issues. \nOn XX/XX/XXXX, I received a call from XXXX XXXX ( not a <em>supervisor</em>, ) who is in the Ombudsman <em>Dispute</em> Department, in the Executive Office at XXXX   XXXX XXXX, asking about my issues. \nBefore I had a chance to talk I was reprimanded for calling their investor, XXXX XXXX XXXX XXXX. I was <em>told</em> all communication must go <em>through</em> XXXX."]},"sort":[8.769102,"3377743"]},{"_index":"complaint-public-v1","_id":"2993365","_score":8.495064,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In early XX/XX/XXXX, I began the mortgage application process with XXXX XXXX  to refinance my home. I currently have a line of credit only on my home and it comes due soon and the payments almost tripled in XX/XX/XXXX ( due to having to start paying down the principle now ) so I need to refinance my home as soon as possible. In the course of working with XXXX, they started to collect my financial information and ordered copies of my credit reports so they could review my credit history. Within a few weeks of starting this process, I became aware of quite a few items on my credit report that did not belong to me ( including several addresses, a second social security number, and a Home Depot store credit card account ) and so I set about trying to clear up these false items so that I could move forward with the mortgage through XXXX. \n\nI want to say that I have not needed to access my credit reports until now because I never before now had an issue when I ( or my ex-husband and I ) went to obtain a mortgage or apply for credit. So, it is only since mid XX/XX/XXXX that I discovered all of these inaccuracies on my credit reports. In addition, the credit reporting agencies could not tell me how long Home Depot had been reporting to my credit history. Its possible they only just started recently in which case, I would not have been aware of this gross violation and, essentially, identity theft. \n\nXX/XX/XXXX I started calling the credit reporting agencies XXXX, XXXX  and XXXX. As I am sure you are aware, trying to communicate with the credit reporting agencies to clear up wrong information is a circus at best. I could not get answers about the erroneous information on my reports but was told they would \" look into it '' and told me to fill out my complaints online. After many MANY emails, phone calls and filing complaints online over the past 8 weeks, I have seen very few changes to my credit reports. I found out that the item that is causing the most harm to me is a credit card account that was titled \" THD/CBNA '' which took me some time ( and many phone calls ) to learn that it is a HOME DEPOT store credit card that was opened in XX/XX/XXXX by XXXX XXXX and that he used me as a named co-signer/joint card holder when he opened the account. The Home Depot card shows that there is {$9400.00} owed and currently has an {$11000.00} line of credit. The account is in good standing. No late or missed payments. However, the amount of this debt and revolving credit on my credit report is preventing me from being able to refinance my home. Additionally, the erroneous addresses, social security number and other accounts all belong to XXXX XXXX ... not to me. \n\nXX/XX/XXXX After receiving and going over my credit reports, I called Home Depot on XX/XX/XXXX ... in fact, I called and called and called trying to get someone to help me. I was told over and over that they couldn't do anything without an account number ( and, even though HD is holding me responsible for this account, they would not share the account number with me. ) When I did get someone that didn't harass me about not having the account number, those customer service people would tell me that too much time had passed and that there was no way they were going to take my name off this account or off my credit report or else they simply told me I was \" crazy '' to think that was possible after 18 years. I explained that I simply had no reason to look at my credit report before now and that I cant even be sure when Home Depot started reporting this to my credit report. I have had very few credit dealings until recently ( I had no credit cards and mortgages were with my ex-husband who handled the house financing, etc while we were married ). I asked them was this their policy? Was there a statute of limitation on investigating fraud?? I told them all about how this man ( XXXX XXXX ) who stole my information was an unsavory man in my past abusive and sneaky and I wasnt all that surprised to find that he had stolen my personal information 18 years ago since he was XXXX XXXX me back then. They simply said over and over they could not help me. I persisted.. \nI asked them to close the account. They refused. They said it wasnt mine to close. \nI asked them to send me a statement. They told me that they could only send statements to the address on file and they would not share that address with me. \nI asked them to send me the original application for credit so I could have the opportunity to review the signatures and prove it isnt my actual signature on it. They said that was impossible because they dont have those documents after so much time has passed. \nI asked them what the OPENING credit limit was that I was supposed to have agreed to be responsible for. They said they didnt have access to that information. \nI asked if they would ordinarily open an account for someone who little or no income at the time with a credit limit of {$11000.00}. They said they no, that was unlikely. \nI asked them to show me paperwork where I agreed to continue to take responsibility for the increasing line of credit. They said they couldnt do that. \nI asked them why I never received a card with my name on it or ANY statements EVER if I am a supposed to be a joint card holder. They didnt know the answer to that question either. \nWhen I asked to speak to a supervisor or someone who handles fraud, they told me that there were \" no phone numbers for those people '' and that I could only write to them and explain my reasons for wanting my name removed from this HD credit card debt and off my credit report. So I wrote the letter. On XX/XX/XXXX I mailed a letter ( I have included a copy with this complaint ) explaining all of this again to this address that they gave me ( where I was told they take no phone calls ) : Executive Response Unit ( ERU ) Presidential Communication XXXX XXXX XXXX XXXX, TN XXXX I never heard from anyone at the ERU. \n\nXX/XX/XXXX XXXX XX/XX/XXXX, I called Home Depot ( and called and called and was transferred many times again they couldnt help me not without an account number ( which they would still never give me because I was not the card holder, etc ) because too much time had passed ( even though they could not provide me such a policy in writing ). I was even told that they had never had a complaint like this before. Really? No one has ever been falsely used as a co-signer on a Home Depot card? Ever? ( It all felt like the movie XXXX XXXX where the medical insurance company made it their policy to deny claims ... EVERY claim EVERY time. ) After finally getting someone on the phone that day who COULD pull up my file and notes ( XXXX in the Security Operations Dept. ) and she told me that she did not see that I sent any sort of letter to them but she COULD see all the notes about my calls and complaint and that there was indeed an investigation. She said that the fraud investigator made notes that he spoke with Mr. XXXX and determined that there is no fraud. It is, in fact, Mr. XXXX card. \nAt that point, I was beside myself. I explained to XXXX that I wasnt disputing that this might be XXXX card I was disputing that I am named as co-signer and joint card holder when I NEVER AGREED TO BE NAMED ON ANYTHING WITH XXXX XXXX. I begged XXXX to help me and hear me out again. XXXX said she wanted to help me and she took down my whole story, I explained to XXXX that this credit card on my credit report is a mistake. I told her ( as I have told at least 15-20 of the 1900 customer care representatives who work for Home Depot Credit Services ) : I have never applied for a Home Depot card. \nI have never had/held a Home Depot card.\n\nI have never charged anything at Home Depot on a Home Depot credit card. \nI have never received any notices from Home Depot. \nI have never received any bills or statements from Home Depot. \nI have never paid a Home Depot bill on behalf of someone else. \nI never received notice of the application. \nI never received notices of increases to the line of credit. \n\nXXXX XXXX had clearly used my name and social security number to open an account that I had not only never agreed to, but also didn't know anything about until now. \nI went on to explain to XXXX that I had a few dates with XXXX XXXX in late XXXX XXXXearly XX/XX/XXXX but quickly realized that he was not a good guy and stopped seeing him. He was very sneaky and I had discovered he lied about almost everything and so I found him to be mentally unstable and scary and so I didn't want to date him any longer. When I broke it off, he was fine at first, but later started to stalk me at work and at my home. ( Although, for some time, I didn't know it was him. ) I also was receiving harassing phone calls at all hours and felt, on several occasions, that someone had been in my house while I was at work. It seemed that things had been moved around but I couldnt prove that anything was missing. At one point, my purse was stolen from my car behind the mall where I worked. Again, I didnt know this was all XXXX XXXX until many months later. \nI found out in early XXXX that I was pregnant. I had been trying to get pregnant by artificial insemination by donor for 18 months so I was not about to terminate this XXXX even though, at that time, I could not be sure that XXXX XXXX wasn't the father. \nI realize that this sounds like a wild story, but it is all true. After my baby was born in XX/XX/XXXX, XXXX begged to be a part of our daughters life and so I made an effort to have a PLATONIC relationship with him for the sake of our daughter. At that point, I didnt know then that XXXX was the one who had been stalking and harassing me. He moved in with me while he looked for a job and a place to live closer to me and the baby. But things quickly went downhill. ( I have attached relevant police reports. ) I went through a lengthy custody battle with XXXX and, after his XXXX evaluation and after I submitted to the court a videotape that I found that next spring of XXXX XXXX our XXXX XXXX old daughter, the judge stripped him of his parental rights and I was able to get on with my life. XXXX XXXX is not a good person. At least he was not a good person back then. I learned during the custody battle that he was the one stalking and harassing me for over a year. I NEVER OPENED A HOME DEPOT CREDIT CARD WITH XXXX XXXX. \nXXXX was the first person to help me at Home Depot Credit Services. In fact, XXXX was the first person to even be kind to me. She said she took down all of my information. She gave me a case number ( # XXXX ) and told me that she would make sure my complaint got into the right hands and that I should hear from someone within a few weeks. XXXX suggested that I try to gather any supporting documentation that would help my case and fax it in to them. She gave me a fax number and stipulated that I put the case number on EVERY page. \nI asked XXXX to please PLEASE put something in writing that I could show to the broker at XXXX so they would see that I was working on removing this erroneous debt from my credit report. At first she said she wasnt allowed to do that but that she would try. She called me back 45 minutes later to tell me that she was drafting a letter and putting it in the mail that day. A few days later, I received that letter stating that HD was investigating the account in question and that, if they found I did not apply for this credit card, they would request that it be removed from my credit reports ( see attached copy ). I was on the phone with HD for over and hour and a half that day. \nI really thought I was finally making progress. I set out that day to gather the copies of police reports, custody suit results and more. That, of course, also took weeks. \n\nXX/XX/XXXX I never heard anything more from Home Depot Security Services but I finally had the police and court records in hand, so I called Home Depot on XX/XX/XXXX to check in on the progress of the fraud investigation and make sure they had received the 19 documents I had just faxed to them. After 4 calls of getting nowhere ( with the I cant help you without the account number, maam, and dont care if you have a case number we cant use that to look up your case, and its too late, we cant help you you realize its been 18 years?! AGAIN ), I got XXXX on the 5th try. XXXX told me that nothing was happening with my case because it was submitted to the WRONG fraud team. ( OMG!!!! ) She said it should have gone to the high dollar investigation team and that she was going to get it to them and re-open the case. She also said that she did not see the fax and I should send it again. Apparently, my fax machine wasnt working correctly, so after work that day, I went to XXXX and faxed the documents again. I did call them the following morning and they confirmed that they had received the faxes. \nAgain, I waited weeks for a call from Home Depot, but heard nothing. \n\nXX/XX/XXXX On XX/XX/XXXX, I went through the usual number of unhelpful customer service representatives until I finally reached XXXX who very cheerily told me that she had my file in front of her and that the fraud investigation team had been working on it and that I should have a determination very soon and that someone from the fraud team would call me within 1 to 2 days. \nNo one called me. \nI took a break from this Home Depot nightmare and was on vacation with my children from XX/XX/XXXX to XX/XX/XXXX. But I had my cell phone with me at all times and Home Depot never did call me. I hoped there would be a letter waiting for me when I returned home with the fraud investigation results. But there was nothing. \n\nXX/XX/XXXX I called Home Depot again and got XXXX who insisted that she couldnt pull up my account ( naturally ). I called back and got XXXX who said they dont use case numbers. I called again and got XXXX who just hung up on me when I started begging her to ask her co-workers how to look up my complaint with a case number ( assuring her that it had been done before ). Then I finally got XXXX who said that there was no record of an investigation in my file. He said that the fraud team there doesnt handle this sort of dispute and that I would have to write a letter to the ERU. They dont have phones so he, therefore, cant connect me to the ERU. They cant, of course, accept faxes because they have no phones. And they do not accept emails. They only take complaints in writing. I told XXXX that I wrote to ERU back in XXXX and never heard from them. He said I should give it time. I told XXXX that my mortgage payment has tripled and I cant afford it and I am going to lose my home if I cant get some help with this fraud on my credit report so that I can refinance my home. He then told me there was nothing else he could do. \n\nXX/XX/XXXX I tried. I truly tired to find a way to reach the powers that be at Home Depot Consumer Credit Services and beseech someone to help me. I have spent hours and hours on this taking time away from my work and family. It has been a nightmare. Now I am paying three times the amount I can afford for my house  payments because I am unable to complete my refinance until this Home Depot card is removed from my credit report. \nIt seems that XXXX XXXX has always been on time with his payments to this card debt. And, given the fact that he has made all of the purchases and payments over the past 18 years, I do not understand why Home Depot will not release me from this debt. \nI called Maine Consumer Protection in XXXX and they were very helpful but said that Home Depot is run by Citibank and Citibank is regulated differently and I should contact the Consumer Financial Protection Bureau ( CFPB ) and so here is my story. \nI am attaching all relevant letters, cell phone records of my many calls to HD, police reports, court documents and any other relevant information. Thank you.","date_sent_to_company":"2018-08-16T16:01:19.000Z","issue":"Getting a credit card","sub_product":"Store credit card","zip_code":"048XX","tags":null,"has_narrative":true,"complaint_id":"2993365","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-08-16T14:28:14.000Z","state":"ME","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card opened as result of identity theft or fraud"},"highlight":{"complaint_what_happened":["When I asked to speak to a <em>supervisor</em> or someone who handles fraud, they <em>told</em> me that there were \" no phone numbers for those people '' and that I could only write to them and explain my reasons for wanting my name removed from this HD credit card <em>debt</em> and off my credit report. So I wrote the letter."]},"sort":[8.495064,"2993365"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":15,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":15}]}},"product":{"doc_count":15,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Vehicle loan or lease","doc_count":6,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan","doc_count":4},{"key":"Lease","doc_count":2}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":4}]}},{"key":"Debt collection","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Auto debt","doc_count":2},{"key":"Other debt","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Store credit card","doc_count":1}]}},{"key":"Mortgage","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":1}]}}]}},"issue":{"doc_count":15,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Incorrect information on your report","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Account status incorrect","doc_count":4}]}},{"key":"Problem with a credit reporting company's investigation into an existing problem","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Investigation took more than 30 days","doc_count":4}]}},{"key":"False statements or representation","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Attempted to collect wrong amount","doc_count":3}]}},{"key":"Getting a credit card","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card opened as result of identity theft or fraud","doc_count":1}]}},{"key":"Managing the loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with fees charged","doc_count":1}]}},{"key":"Problems at the end of the loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Unable to receive car title or other problem after the loan is paid off","doc_count":1}]}},{"key":"Trouble during payment process","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}]}},"timely":{"doc_count":15,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":15}]}},"company_response":{"doc_count":15,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":13},{"key":"Closed with non-monetary relief","doc_count":2}]}},"submitted_via":{"doc_count":15,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":15}]}},"company":{"doc_count":15,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Bridgecrest Acceptance Corporation","doc_count":3},{"key":"EQUIFAX, INC.","doc_count":2},{"key":"Experian Information Solutions Inc.","doc_count":2},{"key":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","doc_count":2},{"key":"AMERICAN HONDA FINANCE CORP","doc_count":1},{"key":"CITIBANK, N.A.","doc_count":1},{"key":"FIRST HORIZON BANK - 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