{"took":239,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":40,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6613487","_score":26.308926,"_source":{"product":"Mortgage","complaint_what_happened":"I refinanced with Rocket Mortgage and they admittedly miscalculated a payoff amount and entered the wrong payoff on my closing disclosure. They sent a payoff to my existing mortgage company that was roughly {$700.00} short and every day interest is accruing on that remaining balance. Rocket Mortgage wants me to be solely responsible for their error in incorrectly entering a payoff amount on my closing disclosure when they had the correct payoff amount from my former mortgage company the whole time. They are saying that the compliance agreement I signed at closing protects them from any liability in errors they make or for money they fail collect at closing. However the agreement does not cover my specific situation, nor does it itemize incorrectly disclosed figures on the closing disclosure. Rocket mortgage offered to pay some of the payoff shortage ( less than half ) but this is not an error that I should be responsible for. I read over my closing disclosure and trusted that it was accurate. I trusted Rocket Mortgage to handle my refinance with care ; however, I am extremely disappointed and worried about the consumer harm I will experience if they do not correct this issue. Interest is accruing daily and this is resulting in a larger remaining balance on the mortgage that I refinanced through Rocket Mortgage.","date_sent_to_company":"2023-02-24T18:01:10.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"368XX","tags":null,"has_narrative":true,"complaint_id":"6613487","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2023-02-24T17:40:12.000Z","state":"AL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Rocket Mortgage wants me to be solely responsible for their <em>error</em> in <em>incorrectly</em> <em>entering</em> a <em>payoff</em> <em>amount</em> on my closing disclosure when they had the correct <em>payoff</em> <em>amount</em> from my former mortgage company the whole time. They are saying that the compliance agreement I signed at closing protects them from any liability in <em>errors</em> they make or for money they fail collect at closing."]},"sort":[26.308926,"6613487"]},{"_index":"complaint-public-v1","_id":"20868113","_score":20.255272,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Table of Contents XXXX. Complaint Summary XXXX. Exhibit A XXXX of Servicing Errors XXXX. Exhibit B Summary of Errors and Consumer Harm XXXX. Exhibit C Corrected Balance Calculation XXXX. Exhibit D Corrected Payoff Comparison and GAP Impact Complaint Summary Servicing errors following XX/XX/XXXX, total loss. \nIncorrect payoff sent to XXXX due to missing warranty refunds. \nBackdated and misapplied payments after system conversion. \nXXXX attempted payoff but creditor could not provide balance. \nAccount charged off despite acknowledged errors. \n\nExhibit A Timeline XX/XX/XXXX Accident XX/XX/XXXX Principal only payment made by borrower applied to principal and interest XX/XX/XXXX Insurance payment issued XX/XX/XXXX Insurance payment deposited XX/XX/XXXX Insurance payment applied to loan XX/XX/XXXX GAP package submitted by XXXX before refunds XX/XX/XXXX GAP payment # XXXX issued XX/XX/XXXX Warranty refunds issued XX/XX/XXXX GAP payment # XXXX backdated to XX/XX/XXXX and applied XX/XX/XXXX GAP payment # XXXX issued XX/XX/XXXX Additional GAP payment # XXXX backdated to XX/XX/XXXX and applied XX/XX/XXXX Warranty refunds backdated to XX/XX/XXXX and applied to principal, interest, and XXXX. \nXX/XX/XXXX Charge-off reported Exhibit B Summary of Errors Incorrect payoff to GAP Backdated XXXX XXXX refund application Interest accrued due to servicer delay Failure to provide payoff Improper charge-off reporting Exhibit C Corrected Balance Total Credits : {$20000.00} These credits should have reduced the balance before interest accrued. \nXXXX should have been near {$0.00} if processed correctly. \n\n\n\nExhibit D Corrected Payoff Comparison, GAP Impact, and Servicer-Caused Balance Increase This exhibit demonstrates that the remaining balance on the account is the direct result of XXXX XXXX XXXX XXXX XXXX XXXX incorrect payoff amount to the GAP insurance provider and subsequently allowing additional interest and fees to accrue despite known servicing errors. \nDescription Amount ( $ ) Amount ( $ ) sent to GAP * Original Loan Balance ( enter from statement ) {$21000.00} {$20000.00} Payment from customer {$500.00} {$500.00} Insurance Payment {$16000.00} {$16000.00} GAP Payment # XXXX {$2100.00} {$2100.00} GAP Payment # XXXX {$280.00} {$280.00} Warranty Refunds {$1500.00} {$1500.00} Total Credits {$20000.00} {$20000.00} Corrected Balance {$1000.00} $ ( XXXX ) * Amount GAP shows as balance received from XXXX Original Loan Balance : {$21000.00} Credits Applied : Customer Payment : {$500.00} Insurance Payment : {$16000.00} GAP Payment # XXXX : {$2100.00} GAP Payment # XXXX : {$280.00} Warranty Refunds : {$1500.00} Total Credits Applied : {$20000.00} Remaining Balance ( initial shortfall ) : {$1000.00} ________________________________________ Current Reported Balance : Approximately {$1300.00} The increase from {$1000.00} to approximately {$1300.00} is the result of interest accrual and late fees added after XX/XX/XXXX, during a period in which : I had already requested a payoff amount and expressed my willingness to pay any remaining balance * XXXX XXXX XXXX XXXX was unable to provide an accurate payoff due to internal system errors Known servicing issues had not been resolved ________________________________________ Correct Application Scenario ( If Accurate Payoff Had Been Provided to GAP ) : If warranty refunds had been properly applied prior to submission of the GAP claim : The payoff balance submitted to the GAP provider would have been lower GAP would have paid the full and accurate remaining balance Result : Account Paid in Full ( estimated balance : {$0.00} or slight overpayment ) ________________________________________ Key Findings XXXX. XXXX XXXX XXXX XXXX submitted the XXXX claim before applying warranty refunds, resulting in an inflated payoff amount. \nXXXX. XXXX payments were calculated using incorrect information provided by XXXX. \nXXXX. Warranty refunds were delayed and incorrectly applied, further distorting the balance. \nXXXX. I attempted to obtain a payoff and resolve the account in XX/XX/XXXX but was unable to do so due to Nissans system conversion and processing errors. \nXXXX. Despite these known errors, XXXX continued to accrue interest and late fees. \nXXXX. The current balance of approximately {$1300.00} is inflated by charges that would not have existed had the account been correctly processed. \n\n\nConclusion Had XXXX XXXX XXXX XXXX : Properly applied warranty refunds when received, Provided an accurate payoff amount to the GAP insurer, and Provided a timely and accurate payoff upon request in XX/XX/XXXX, the GAP coverage would have satisfied the account in full, and no additional balance, interest, or fees would exist. \nThe remaining balance, accrued charges, collection activity, and charge-off reporting are the direct result of servicing errors and failure to properly administer the account. \nThis balance is disputed in its entirety. \n* I have called XXXX numerous times over the last year and requested return phone calls to which XXXX never returned a call, nor did they even attempt collection calls during the periods of time they reported to credit agencies XXXX day late payments. Cell phone logs, notes from phone calls, and Nissans recorded phone calls are all available should further investigation be needed.","date_sent_to_company":"2026-04-02T00:21:29.000Z","issue":"Incorrect information on your report","sub_product":"Loan","zip_code":"30117","tags":null,"has_narrative":true,"complaint_id":"20868113","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NISSAN MOTOR ACCEPTANCE COMPANY LLC","date_received":"2026-04-02T00:15:07.000Z","state":"GA","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["Exhibit A XXXX of Servicing <em>Errors</em> XXXX. Exhibit B Summary of <em>Errors</em> and Consumer Harm XXXX. Exhibit C Corrected Balance Calculation XXXX. Exhibit D Corrected <em>Payoff</em> Comparison and GAP Impact Complaint Summary Servicing <em>errors</em> following XX/XX/XXXX, total loss. \n<em>Incorrect</em> <em>payoff</em> sent to XXXX due to missing warranty refunds. \nBackdated and misapplied payments after system conversion. \nXXXX attempted <em>payoff</em> but creditor could not provide balance. \nAccount charged off despite acknowledged <em>errors</em>."],"issue":["<em>Incorrect</em> information on your report"],"sub_issue":["Account information <em>incorrect</em>"]},"sort":[20.255272,"20868113"]},{"_index":"complaint-public-v1","_id":"4059510","_score":19.910711,"_source":{"product":"Mortgage","complaint_what_happened":"Out mortgage company is TD Bank since we bought our house in XXXX. My husband and decided to refinance and chose to do so with XXXX XXXX. We closed with XXXX XXXX on XX/XX/XXXX. After the closing, I called XXXX XXXX  and obtained the Federal Reserve Confirmation Number received by XXXX XXXX after they paid the payoff amount owed to TD Bank. This payoff amount was given by TD Bank to XXXX XXXX. On XX/XX/XXXX, the mortgage balance was still showing on my online banking at TD Bank with a due date of XX/XX/XXXX and no later date than XX/XX/XXXX. Therefore, I called TD to question what was going on. After speaking with several representatives, I was told first that they never received the payoff from XXXX XXXX. However, the customer service representative was later able to find that the payment was received on XX/XX/XXXX using the confirmation number I obtained from XXXX XXXX. Although, she stated that the payment was not credited to the account yet. She also stated that the payoff amount given by TD to XXXX XXXX was incorrect amount ; it was short more than {$9000.00}. I was not very happy to hear that of course, however, my main concern was that I wanted TD Bank to work on fixing the error they made by contacting XXXX XXXX and that my husband and I should not be penalized by any service fees. In addition, no late payments should be reported on that {$9000.00} to the credit bureaus after the XX/XX/XXXX until XXXX XXXX  takes care of the difference. Because the representative I was speaking could not give me a defiant response, I asked to speak to her supervisor who still could not take assure me that there will be no late fees or penalty charged on my existing mortgage with TD Bank. I then spoke with another supervisor stated that the TD bank employee made a mistake by entering incorrect payoff date XX/XX/XXXX instead of XXXX which resulted in deducting one year of interest from the payoff amount given to XXXX XXXX. However, she still could not grantee that no charges will be reported to the credit bureau of the payment was not made by XX/XX/XXXX even though she confirmed their employee 's error. All what she cared about was making sure that it was clear to me that I am responsible to pay them the difference! I gave the TD bank supervisor the phone number of the loan office who was helping us in the refinance process at XXXX XXXX. After being on the phone with TD for over 2 hours, I called XXXX XXXX asking for help on fixing the error made by TD bank, and she stated that they were willing to work with TD bank. Few minutes later, the TD bank supervisor called me and claimed that she can not get in touch with the loan office at XXXX XXXX because the phone number I gave her was incorrect. I asked her to repeat the number I gave her and confronted her that I spoke with XXXX XXXX Loan Office on that number few minutes ago. Later in the day, TD Bank supervisor called me and claimed that she will work with XXXX XXXX  and they stopped the clock on my loan, however, the full mortgage amount still shows on my online banking with a due date of XX/XX/XXXX.","date_sent_to_company":"2021-01-11T08:48:31.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"08859","tags":null,"has_narrative":true,"complaint_id":"4059510","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2021-01-11T03:40:52.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I then spoke with another supervisor stated that the TD bank employee made a mistake by <em>entering</em> <em>incorrect</em> <em>payoff</em> date XX/XX/XXXX instead of XXXX which resulted in deducting one year of interest from the <em>payoff</em> <em>amount</em> given to XXXX XXXX. However, she still could not grantee that no charges will be reported to the credit bureau of the payment was not made by XX/XX/XXXX even though she confirmed their employee 's <em>error</em>."]},"sort":[19.910711,"4059510"]},{"_index":"complaint-public-v1","_id":"4873938","_score":19.263908,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern : 1. As Servicer of the above referenced Mortgage Loan, please treat this as a notice of error pursuant to the Real Estate Settlement Procedures Act, subject to the response time set out in Regulation X, 12 C.F.R. 1024.35 ( e ) ( 3 ) ( i ) ( B ).\n\n2. 1024.35 Borrower asserts an error relating to the servicing of a mortgage loan is a notice of error. 35 ( b ) ( 5 ) Imposition of a fee or charge that the servicer lacks a reasonable basis to impose upon the borrower.\n\n3. Error Resolution Notice under 12 C.F.R. 1024.35 and correcting the error or errors identified by the borrower and providing the borrower with a written notification of the correction, the effective date of the correction, and contact information, including a telephone number, for further assistance.\n\n4. ( ii ) Different or additional error. If during a reasonable investigation of a notice of error, a servicer concludes that errors occurred other than, or in addition to, the error or errors alleged by the borrower, the servicer shall correct all such additional errors and provide the borrower with a written notification that describes the errors the servicer identified, the action taken to correct the errors, the effective date of the correction, and contact information, including a telephone number, for further assistance. \n\n5. XXXX XXXX XXXX ( XXXX ) and XXXX XXXX illegal practices pose a detriment and these fees imposed were fraudulent in nature. This practice is unfair to us as borrowers and we are harmed by this illegal practices since the additional {$51.00}, XXXX was added to our original loan amount.. These practices are unfair, abusive, deceptive or predatory acts by the financial services company and its affiliatessuch as excessive fees, financial fraud or other illegal acts against me the consumer.\n\n6. I visited the property on two prior occasions and was provided incorrect codes to enter the property. I entered the property on a third occasion and took photograph ( see attachment ) of the entire house and all the damage within and throughout. It is evident that no work was performed for numerous years especially amounting to {$51000.00}. \n\n7. Select Portfolio Services incorrectly imposed preservation fees to my loan in the amount of approximately {$51.00}, XXXX from XX/XX/XXXX to XX/XX/XXXX. Photo documentation reflect the home has been in despair for awhile and deteriorated. XXXX and XXXX XXXX has added fees to the mortgage loan and no work or little work was performed.\n\n8. Payoff Errors : Select Portfolio Services provided an inaccurate mortgage payoff balance, since there was possible fraud by XXXX XXXX XXXX ( XXXX ) and XXXX XXXX. XXXX XXXX XXXX ( XXXX ) and Safeguard properties collected over {$51.00}, XXXX of monies for work not performed. \n\n9. I am requesting Select Portfolio Services Inc certified me through the documents that an error has occurred and credit my account. As a borrow I should be protected from these unfair deceptive practices.\n\n10. A servicer is generally required to respond to a written request for information from a borrower regarding the mortgage loan Here, Select Portfolio Servicing , Inc has erred by adding {$51000.00} of unreasonable fees or fees for work not performed which should be immediately credited. Also I am requesting that XXXX XXXX XXXX  ( XXXX  ) and XXXX XXXX no longer maintain the property on record nor try to make necessary repairs at this date or future date to rectify the fraudulent activity of the fees added. The family will be responsible for any future repair or work performed and once this error is rectified plan to cure any default once the payoff amount has been corrected.\n\nThank you for taking the time to respond to this Notice of Error within 5 business days. \n\n\n***** PLEASE SEND ALL CORRESPONDENCE TO ***** :","date_sent_to_company":"2021-11-03T04:25:07.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"4873938","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2021-11-03T04:12:40.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["I <em>entered</em> the property on a third occasion and took photograph ( see attachment ) of the entire house and all the damage within and throughout. It is evident that no work was performed for numerous years especially <em>amounting</em> to {$51000.00}. \n\n7. Select Portfolio Services <em>incorrectly</em> imposed preservation fees to my loan in the <em>amount</em> of approximately {$51.00}, XXXX from XX/XX/XXXX to XX/XX/XXXX. Photo documentation reflect the home has been in despair for awhile and deteriorated."]},"sort":[19.263908,"4873938"]},{"_index":"complaint-public-v1","_id":"18856096","_score":17.855534,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"On XX/XX/XXXX, I paid off my Upgrade personal loan in the amount of {$8300.00} using my Upgrade savings account. I was unable to add the savings account myself, so an Upgrade representative added it and processed the payment on my behalf. \n\nI later received confirmation that the loan was paid off. However, I was then informed the payment was reversed due to an internal error. Upgrade later acknowledged that the payment had been misapplied due to incorrect account information entered by their representative ( the loan number was used as the payment account ).\n\nThe payoff funds were ultimately withdrawn from my Upgrade savings account, but the loan was not fully closed. A small remaining balance ( approximately {$16.00} ) appeared due solely to interest and fees that accrued during Upgrades processing delays. \n\nI spoke with a supervisor who explicitly stated that this was Upgrades error and that Upgrade would pay the remaining balance and any accrued interest. This call was recorded. Despite this, as of today the loan remains open and continues to accrue interest, with no written resolution provided. \n\nI never received timely notice that the original payment was reversed, and I was given multiple inconsistent timelines ( 35 days ) that have not been met.","date_sent_to_company":"2026-01-20T14:14:42.000Z","issue":"Problem with the payoff process at the end of the loan","sub_product":"Installment loan","zip_code":"78641","tags":null,"has_narrative":true,"complaint_id":"18856096","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UPGRADE, INC.","date_received":"2026-01-20T14:01:46.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Upgrade later acknowledged that the payment had been misapplied due to <em>incorrect</em> account information <em>entered</em> by their representative ( the loan number was used as the payment account ).\n\nThe <em>payoff</em> funds were ultimately withdrawn from my Upgrade savings account, but the loan was not fully closed. A small remaining balance ( approximately {$16.00} ) appeared due solely to interest and fees that accrued during Upgrades processing delays."],"issue":["Problem with the <em>payoff</em> process at the end of the loan"]},"sort":[17.855534,"18856096"]},{"_index":"complaint-public-v1","_id":"11728582","_score":17.026854,"_source":{"product":"Mortgage","complaint_what_happened":"I am regarding the unsatisfied second XXXX which was paid off in XX/XX/XXXX but never satisfied. \n\nOn XX/XX/XXXX a Deed of Trust was recorded XXXX XXXX ) for a balance of {$150000.00}. As part of the same transaction a second XXXX was recorded ( XX/XX/XXXX in XXXX XXXX XXXX ) in the amount of {$39000.00}. \n\nOn XX/XX/XXXX there was Loan Modification agreement entered and recorded ( XXXX XXXX XXXX  ) and the corresponding second XXXX was also modified ( XXXX XXXX XXXX ) HOWEVER this second recorded XXXX modification named the incorrect original recorded XXXX as its source of title. I provided the original deeds and loan modification documents. \n\nMy belief is that when both these loans were transferred to the new servicer, they were lumped together as one. This was confirmed by the prior servicer who informed me to contact PHH. ALSO attached the Closing Disclosure from Borrowers XXXX refinance which shows a full payoff of {$260000.00}. That payoff amount paid to PHH in XXXX was for both XXXX. However as noted in the above paragraph and with the documentation proving the prior typographical error, ONLY the first XXXX was satisfied by Sat recorded on XX/XX/XXXX in XXXX XXXX XXXX \n\nI have repeatedly tried to explain this. PHH ( OcwenXXXX XXXX WAS the servicer for both loans. PHH ( Ocwen/XXXX  ) IS responsible for the satisfaction of both. WITH the proof documentation, I ask that you complete your research proving what I am showing you here and record a satisfaction for the second XXXX recorded XX/XX/XXXX in XXXX XXXX XXXX and modified XX/XX/XXXX in XXXX XXXXXXXX XXXX AS SOON AS POSSIBLE. At this time, you should have everything you need to prove this loan was with PHH as one combined loan and that BOTH loans were paid in full in XXXX.","date_sent_to_company":"2025-01-22T18:53:25.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"27604","tags":null,"has_narrative":true,"complaint_id":"11728582","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2025-01-22T18:19:32.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue with the loan closing"},"highlight":{"complaint_what_happened":["ALSO attached the Closing Disclosure from Borrowers XXXX refinance which shows a full <em>payoff</em> of {$260000.00}. That <em>payoff</em> <em>amount</em> paid to PHH in XXXX was for both XXXX. However as noted in the above paragraph and with the documentation proving the prior typographical <em>error</em>, ONLY the first XXXX was satisfied by Sat recorded on XX/XX/XXXX in XXXX XXXX XXXX \n\nI have repeatedly tried to explain this. PHH ( OcwenXXXX XXXX WAS the servicer for both loans."]},"sort":[17.026854,"11728582"]},{"_index":"complaint-public-v1","_id":"3004926","_score":16.672033,"_source":{"product":"Mortgage","complaint_what_happened":"I have been completely devastated for months attempting to work with Wells Fargo Home Mortgage. I initially purchased my home and borrowed and FHA Loan for the amount of $ XXXX. Years later, I suffered tremendous business and personal losses in XXXX - XX/XX/XXXX due to Hurricane Harvey and my mother being diagnosed with XXXX XXXX and having to have immediate and expensive treatments. I called to seek some relief on my home mortgage and I was quickly granted two months relief from paying my mortgage. After that time, I was asked to pay the months that I had missed all at once. When I told them that I could not afford this, they put me in their Home Preservation program. After reviewing my financial information, they told me that I had two options - pay {$8000.00} over the next six months to bring my loan current or to consider a short sale. Neither of which were ideal for my situation. My regular monthly mortgage payment was {$2000.00}. \n\nI declined the egregious payment plan and began the process of speaking to their short sale department in parallel to speaking with my realtor for a traditional sale. We immediately put my home on the market and received a purchase contract within 3 days with a closing scheduled for XX/XX/XXXX. The title company immediately requested a payoff on XX/XX/XXXX and received it on XX/XX/XXXX. The payoff quote received from Wells Fargo was in the amount of {$250000.00}. During the title search, they discovered at Partial Claim from HUD and asked me if I had every refinanced or modified the loan. I answered yes as it was done several years ago ( XXXX ). She told me that she needed to verify that the Partial Claim ( around XXXX ) was included in the amount. She called to verify that the total payoff quote included the Partial Claim Amount three separate times, each representative in that department said that it was and there were no additional monies owed. \n\n\nI ordered a separate payoff request on XX/XX/XXXX just to be absolutely sure. I was mailed an updated payoff quote in the amount of XXXX. The title company and myself called Wells Fargo again on XX/XX/XXXX in which we were told that no separate balance was due because of the partial claim and that those monies were included in the principal or unpaid balance on the payoff quote. \n\n\nOn XX/XX/XXXX, a representative from the short sale department who received 3 separate emails from me regarding the need to hold off on the short sale process due to the fact that I was paying off the full loan on XX/XX/XXXX, sends me an email stating that my house was moving from the short sale division to the foreclosure division because I had no completed the necessary short sale documentation. She also notified me that the title company had been trying to call and that the partial claim was NOT included in my payoff quote. \n\n\nWe are now 3 days away from the sale - the sales price was based on the inaccurate payoff amount given to me by Wells Fargo as well as the market value for the house. Wells Fargo verified the inaccurate amount to me 4 separate times ( 3 times from the payoff department and XXXX time from the foreclosure department ). We even called HUD to verify the payoff and cancellation of lien procedure on XX/XX/XXXX. They verified that Wells Fargo would receive the total payoff ( including the partial claim ) and would subsequently send funds to them which would trigger them notifying the county/parish to cancel the lien at which time the title company could request a copy of the cancellation for their records. \n\nI have spent thousands of dollars on repairs to prepare the home for a successful closing. My buyers have invested thousands of dollars and are slated to take occupancy of the home after closing on the XXXX. I had NO idea that the total amount that I owed would increase by almost XXXX because of Wells Fargo providing my inaccurate verbal and written information repeatedly. Had myself and the title company not inquired about the Parital Claim payoff, I still would not have been notified by Wells Fargo. To date ( XX/XX/XXXX ), I still have not received an updated payoff quote from Wells Fargo and we requested a payoff or the first time on XX/XX/XXXX. \n\n\nThis has put me in a devastating bind and over a full year of misinformation and battling with Wells Fargo, I have no other recourse but to report this company. Today, I stand to lose a sale to payoff my home mortage and also potentially incur lawsuits from the buyers and real estate agents whom have entered a contract with me. I have exhausted all of my savings during this process and do not have an extra {$20000.00} to remedy this issue. Wells Fargo provided me with two incorrect payoff quotes and 4 incorrect verbal payoff quotes to myself and my title company ( XXXX XXXX XXXX ). \n\n\nYesterday, my case was escalated to the \" executive office '' of the customer service group and after explaining my case the representative ( XXXX ) was extremely aggressive with me and essentially blamed me for not recalling all aspects of the loan modification documentation that was completed in XXXX. He chastised me for not understanding what a partial claim from HUD was. He said that I should have known that the payoff quote that they gave me did not include the full amount. He took no accountability for the XXXX Wells Fargo representatives that told me the payoff figure was accurate and it was the worst experience I have EVER had in every dealing with a financial institution. I was in tears during the majority of the call and had to seek immediate medical attention afterwards. No one should be treated the way I have been especially when I did not initiate the gross error. \n\n\nI am seeking an immediate resolution to this matter which has a devastating effect for so many parties involved. Wells Fargo should not treat any of their customers this way. I continue to be treated unfairly and illegally. I am asking for your help to quickly resolve this matter.","date_sent_to_company":"2018-08-29T15:24:56.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"77004","tags":null,"has_narrative":true,"complaint_id":"3004926","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-08-29T14:26:07.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Today, I stand to lose a sale to <em>payoff</em> my home mortage and also potentially incur lawsuits from the buyers and real estate agents whom have <em>entered</em> a contract with me. I have exhausted all of my savings during this process and do not have an extra {$20000.00} to remedy this issue. Wells Fargo provided me with two <em>incorrect</em> <em>payoff</em> quotes and 4 <em>incorrect</em> verbal <em>payoff</em> quotes to myself and my title company ( XXXX XXXX XXXX )."]},"sort":[16.672033,"3004926"]},{"_index":"complaint-public-v1","_id":"18298688","_score":16.607208,"_source":{"product":"Mortgage","complaint_what_happened":"Loan ID : XXXX I am ( XXXX XXXX ) submitting a complaint regarding my mortgage loan, which was originally with XXXX Bank and is now serviced by EMI Equity Mortgage , Inc . The issue involves a contractual loan modification agreement, misleading servicing practices, the imposition of unauthorized charges, and a failure to provide proper notification of the loans maturity date. \n\nI entered into a formal Payment Reduction Plan ( PRP ) agreement with XXXX Bank. \n\nThe agreement extended the loan term and established a final maturity date of XX/XX/XXXX. \n\nUnder the terms, on the maturity date, I was required to make a final monthly payment and a one-time lump-sum payment of {$2100.00} for \" other charges. '' The contract explicitly states this amount would not accrue interest during the life of the agreement. \n\nFailure to XXXX of XXXX : I received no written or verbal notification from the servicer regarding the approaching maturity date of XX/XX/XXXX, or the required lump-sum payoff amount. \n\nThe first communication about the loan maturing was a phone call on XX/XX/XXXX 38 days after the contractual maturity date had passed. \n\nServicer 's Misleading Acceptance of Payments : Despite the servicer 's current claim that the loan matured on XX/XX/XXXX, they accepted, processed, and retained my regular monthly payments on XX/XX/XXXX ( {$240.00} ) and XX/XX/XXXX ( {$240.00} ). \n\nThis created a reasonable expectation that the loan was still active and the payments were valid. \n\nImposition of Unauthorized and Incorrect Charges : On XX/XX/XXXX, the servicer issued a \" Payoff Statement '' that included several unauthorized charges : A \" Deferred Principal '' charge of {$2100.00}, which contradicts the contract 's term for \" other charges '' and improperly implies the amount accrues interest. \n\nA principal balance of {$2.00}, which could not legitimately be assessed after the loan 's maturity. \n\nInterest of {$0.00} on amounts that the contract states are interest-free. \n\nThese charges were imposed unilaterally and without any written modification to the original agreement, which requires mutual written consent for any changes. \n\nPattern of Obstructing Access to Account Information : Beginning in XX/XX/XXXX, I made multiple written requests via email to access my loan statements and payoff information through the servicers online portal and customer service. \n\nThese requests went unaddressed or were met with ineffective responses, preventing me from obtaining clear and timely account information as required by law. \n\nActions I Have Taken : On XX/XX/XXXX, I sent the servicer a formal \" Notice of Error and Request for Information '' under RESPA, detailing the errors and demanding correction. \n\nI have also filed a complaint with the local financial regulator ( XXXX - XXXX of the XXXX of XXXX XXXX ). \n\nTo date, the servicer has not provided a valid corrected payoff statement, refunded the improperly accepted payments, or provided a clear justification for the unauthorized charges. \n\nThe core issues are : Failure to provide required maturity notifications. \n\nMisleading acceptance of payments after the purported maturity date. \n\nImposition of charges not authorized by the loan modification contract. \n\nSystematic obstruction of my access to accurate account information. \n\nI am seeking intervention to ensure the servicer corrects the payoff statement, removes all unauthorized charges, refunds the improperly accepted payments, and complies with federal consumer protection laws.","date_sent_to_company":"2025-12-26T17:57:09.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"007XX","tags":null,"has_narrative":true,"complaint_id":"18298688","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EMI Equity Mortgage, Inc.","date_received":"2025-12-26T17:24:53.000Z","state":"PR","company_public_response":null,"sub_issue":"Paying off the loan"},"highlight":{"complaint_what_happened":["Imposition of Unauthorized and <em>Incorrect</em> Charges : On XX/XX/XXXX, the servicer issued a \" <em>Payoff</em> Statement '' that included several unauthorized charges : A \" Deferred Principal '' charge of {$2100.00}, which contradicts the contract 's term for \" other charges '' and improperly implies the <em>amount</em> accrues interest. \n\nA principal balance of {$2.00}, which could not legitimately be assessed after the loan 's maturity. \n\nInterest of {$0.00} on <em>amounts</em> that the contract states are interest-free."]},"sort":[16.607208,"18298688"]},{"_index":"complaint-public-v1","_id":"9061531","_score":15.927615,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XX/XX/XXXX, I was involved in a car accident. The police determined that the opposing driver was at fault. I reported my loss to XXXX on XX/XX/XXXX, after XXXX commenced an investigation where they accepted fault. XXXX requested a Market Valuation Report from XXXX XXXX, which determined the vehicle was worth {$22000.00}. ( Actual cash value = {$21000.00}, taxes = {$1400.00} XXXX fees = {$23.00} ). The vehicle was deemed a total loss. While payments to the appropriate parties were arranged, I maintained my monthly payments on my vehicle. \n\nOn XX/XX/XXXX, I accepted the evaluation for my XXXX XXXX XXXX and provided XXXX with my loan information. XXXX called Kia Finance, and XXXX received the payoff amount of {$9400.00}. \n\nDuring the process, I noticed that my account information was incorrect and contacted XXXX about the error. XXXX, Kia Finance, and I had a three-way call to explain the error, and a new payoff amount was issued with the corrected information. \n\nThe first check, for {$9400.00}, was issued to Kia Motors Finance on XX/XX/XXXX, and was voided due to incorrect account information. \n\nThe replacement payment of {$9400.00} was issued to Kia Motors Finance on XX/XX/XXXX, and cashed on XX/XX/XXXX. XXXX received the letter of guarantee from Kia Motors Finance on XX/XX/XXXX. \n\nOnce Kia confirmed that they received payment, I accepted the remaining balance of {$13000.00} on XX/XX/XXXX, when I stopped my payments to Kia Motors Finance. \n\nOn XX/XX/XXXX, I received a letter from Kia Motors Finance stating that the agreed-upon payoff amount of {$9700.00} between XXXX and Kia Motors Finance was not paid in full. Because the payment from my GAP provider was not received, this loan did not have gap coverage. GAP coverage is optional car insurance coverage that helps pay off your auto loan if your car is totaled. At the time of purchase of my vehicle, I put down {$6000.00} eliminating the need for GAP coverage and thus when offered it was declined. When I drove off of the lot, the car was worth more than I owed. It would have been silly of me to add an unnecessary cost. If this was done, it was done without my consent and thus fraudulently. At the time of the loss, I owed approximately {$9000.00} for a vehicle evaluated at {$21000.00}. I assumed this letter was sent in error. \n\nIf you notice the documents that I have sent, the loan had a credit after the loan was paid off. A credit that I never received. I can only assume that Kia or an individual at Kia kept the credit for themselves and thus created a fake cost to make it look like I as the consumer was negligent or irresponsible. \n\nIn XX/XX/XXXX, they proceeded to charge off my credit report. For an account at the time, it had XXXX missed payments. \n\nUpon noticing the significant dip in my credit score ( credit score in excess of XXXX dipped to the low XXXX ), I called Kia Motors Finance and XXXX to gather information on why there was a charge-off on my credit report. \n\nI filed a complaint on XXXX with the Office of the Commissioner of Insurance for the state of Georgia. They conducted their investigation and it was determined on XX/XX/XXXX that XXXX fulfilled all obligations required of them. This issue lies with Kia Motors Finance. \n\nLater, I called Kia Motors Finance. Kia Motors Finance stated that the payoff amount of {$9700.00} was not paid, so they charged me the remaining balance. They confirmed that they received XXXX 's payment of {$9400.00}. I was responsible for the remaining {$340.00}. \n\nI explained to Kia Motors Finance that the agreed-upon payoff amount they provided to me was {$9400.00}. I explained to Kia Motors Finance that the agreed-upon payoff amount provided by Kia Motors Finance was confirmed to be paid for in full by Kia Motors Finance . I explained to Kia Motors Finance once that the agreed-upon payoff amount provided was paid in full and that Kia Motors Finance would release the title to XXXX. The payoff amount was confirmed to be paid for in full and the title to the vehicle was released. \n\nI explained to Kia Motors Finance that I do not have GAP coverage on a vehicle for which I placed a substantial amount of money down. Kia disagreed with my assertions and stated that they were still owed money. \n\nI called Kia Multiple throughout the year in XXXX, and each time, I was informed that I still owed them money on a vehicle whose title they had already given away and a debt they had already charged off. \n\nI continued to call Kia Motors Finance to fix the issue, and every time, they did nothing. That is, until XXXX, when Kia Motors Finance admitted there was an issue on their side. I am possibly experiencing an error in their system. But no action has been taken to fix the error, nor has an apology been given. Every time I call Kia Motors Finance, I am told I still owe them money. On top of this nightmare, I now have a collection agency asking me for money on this debt - a debt that was never owed to Kia.\n\nI have always paid the few bills that I have faithfully and always on or before the date due. As stated earlier, I have never missed a payment on my loan with Kia and as a matter of fact, I. have always paid more than the actual payment due. The payments that I made in XXXX and XXXX even when I did not have a vehicle were never refunded to me - somehow they vanished into fraudulent thin air. After doing my research and pointing it out to Kia, the XXXX payment that was sent in XXXX was placed in a miscellaneous account and not properly applied to my loan. \n\nIt has been a nightmare dealing with Kia. We even tried to reach out to the corporate structure to no avail because this is a multinational company with their corporate office located in XXXX XXXX. I as a consumer feel strongly that someone at Kia or Kia has fraudulently created a charge to cover over a nefarious wrong doing on their part. The sad part about this whole ordeal is that Kia financed my new car that I purchased after receiving my insurance settlement as quickly as the information was punched in at the dealership, yet, I am such a bad consumer that you charged-off the loan for the XXXX Kia? \n\nI, as a consumer, am reaching out to you for help as I have no one else to turn to. My credit has never recovered. My score, even with me paying my debts faithfully, is still lingering in the XXXX. I studied hard in school, went to college graduating with honors and will be entering Georgia XXXX to pursue my XXXX XXXX. However, my biggest hope, the reason why I worked so hard to maintain an excellent credit profile, will never be realized. My hopes of purchasing my first home have been shattered. \n\nXXXX XXXX XXXX XXXX","date_sent_to_company":"2024-05-22T00:48:49.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Loan","zip_code":"30126","tags":null,"has_narrative":true,"complaint_id":"9061531","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HYUNDAI CAPITAL AMERICA","date_received":"2024-05-22T00:03:05.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["XXXX called Kia Finance, and XXXX received the <em>payoff</em> <em>amount</em> of {$9400.00}. \n\nDuring the process, I noticed that my account information was <em>incorrect</em> and contacted XXXX about the <em>error</em>. XXXX, Kia Finance, and I had a three-way call to explain the <em>error</em>, and a new <em>payoff</em> <em>amount</em> was issued with the corrected information. \n\nThe first check, for {$9400.00}, was issued to Kia Motors Finance on XX/XX/XXXX, and was voided due to <em>incorrect</em> account information."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[15.927615,"9061531"]},{"_index":"complaint-public-v1","_id":"3177179","_score":15.64238,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/XXXX, I processed a payment to be applied to reduce the principle amount to help payoff the XXXX XXXX loan. I submitted the payment incorrectly within the online website and called the company to help allocate the funds to the correct fields. I was told that they are not able to do that and all of the money paid will go to interest. I stated that that is unfair practice to take additional payments and place them to interest. When I am a good customer who is already paying the monthly fees and interest. All of the funds I pay extra should go to the principle. I committed to paying XXXX XXXX XXXX but as I was entering the funds I typed in {$150.00} dollars in error so I went in to pay the other {$50.00}. They called my and said they still would not apply the {$150.00} to the balance to help me pay the account down. I don't think this is far as I tried to call them within 10 minutes of making the payment and they still will not move the funds to reduce the balance. They did not tell me to hold off on paying the total amount of {$200.00}. They refused to fix the money and say they are keeping the money for interest leaving me with the same balance and on the XXXX they will take the same interest as if I pay nothing. XXXX XXXX, https : XXXX # x. XXXX XXXX XXXX, XXXX, TN XXXX XXXX. This is a unfair practice. This company wants me to continue to be in debt and it will take forever to pay them off if they keep continue to limit my option. I called them right away to help and they said their system was not able to fix the issue. It is not fair to have application where you can not correct the payment within the same day/hours.","date_sent_to_company":"2019-03-19T15:55:54.000Z","issue":"Unexpected or other fees","sub_product":"Check cashing service","zip_code":"37138","tags":null,"has_narrative":true,"complaint_id":"3177179","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Harpeth Financial Services, LLC","date_received":"2019-03-12T20:10:29.000Z","state":"TN","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/XXXX, I processed a payment to be applied to reduce the principle <em>amount</em> to help <em>payoff</em> the XXXX XXXX loan. I submitted the payment <em>incorrectly</em> within the online website and called the company to help allocate the funds to the correct fields. I was told that they are not able to do that and all of the money paid will go to interest. I stated that that is unfair practice to take additional payments and place them to interest."]},"sort":[15.64238,"3177179"]},{"_index":"complaint-public-v1","_id":"4138199","_score":14.877315,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/2020 I called Freedom Mortgage at XXXX for what in the past has been a simple payoff request which previous mortgage holders & financial institutions have been able to answer during a single call. The experience with Freedom Mortgage was an extreme outlier in comparison. In summary, it required 11 phone calls & several hours of being on hold, being transferred, being disconnected after being on hold for long periods, and conversations with numerous Customer Care Specialists, Supervisors, & Servicing Dept. employees who always stated that they were following procedures and this is the only way Freedom Mortgage can handle this request as well as we are not responsible for our errors. \n\nThe first person I spoke to was XXXX at XXXX on XXXX XXXX for payoff on XXXX XXXX. She informed me that the only way I could receive a payoff was to request it by phone and that I would receive an email ( to the only email address which Freedom Mortgage has on file for my account ) 3 days later on XXXX XXXX with the payoff amount & wire instructions and the per diem rate is {$45.00}. If I paid later than XXXX XXXX then all I would have to do is add the amount for additional days. \n\nI did not receive an email from Freedom Mortgage on the XXXX so on XXXX XXXX I called the number again & was connected with XXXX ( sp? ). She said according to the records an email was sent to me. I told her that I never received it but I have received all the junk emails which Freedom Mortgage had sent out in the last few days and that they must have sent it to another email address instead of the single correct address on file with them. She said she would expedite the request to resend the email and first told me it would be resent to me on Saturday, XXXX XXXX. She then put me on hold to do the expedite ; when she came back on the line told me it would be sent the morning of Mon. XXXX XXXX. I then filed a complaint with XXXX on XXXX XXXX but to date have not received a reply. \n\nXXXX XXXX XXXX I called again as I had not received an email & was connected with XXXX. She told me I could request online for a specific payoff date and that once requested, I could logon 30 min. later & look in the Statements section to find the payoff. I did the online request ( there was no option to enter a specific payoff date ) then checked back about 50 min. later and found the statement. I was shocked to see that the statement was generated for a payoff date one MONTH later & the statement included not only interest which would accrue for a month but also late fees of {$96.00} ( which did not exist ) in addition to two fees/charges for {$30.00} each. Apparently one of them was for the email which I never received. And below the payoff info. was a statement that if a wire was received for anything less than the full payoff amount in the statement that it would be returned. \n\nI called again & was connected with XXXX # XXXX. She told me that I would not be charged for either the late fees or the {$60.00} of other fees & that I could disregard those in making a payment. She also said any amount in excess of the full payoff would be refunded. I then asked to speak with a supervisor who just transferred me to the servicing dept. After being on hold for abt. 40 min. the call was disconnected. \n\nI called back immediately & spoke with XXXX # XXXX who put me on hold then transferred me to XXXX in servicing. I asked him why I had never received the email and he checked and found that someone at Freedom Mortgage had made a mistake and it had been sent to an email address which is not mine. I told him that it is outrageous the company would send a payoff statement for a date a full month away and he stated that it was according to company procedures. It is incredible that in 2020 the process of receiving a simple payoff amount is so antiquated at Freedom Mortgage. And the process can be as simple as taking the XXXX XXXX date ; adding 19 days of per diem & the recording fee. I first asked him what the company would do to make up for their mistakes which prevented me from sending the wire on XXXX XXXX ; he said he would check on escalation to see if I could make the payoff as of that date & he put me on hold. When he came back online he said that it would be impossible for me to make the payment for that date and that he could not send the XXXX XXXX payoff document to me as it was now invalid. I said that the mistakes Freedom Mortgage employees had made would cost me at least an additional {$270.00} and asked what Freedom Mortgage could do to compensate me. He said the company could not do anything and they were only following procedures. I asked him if the company took any responsibility or liability for their mistakes & he would not respond which effectively means NO. I then asked him for the exact payoff for XXXX XXXX & that I would be able to send the wire that day ; he said that payoff info. was provided by another department and that they would be unable to comply even after I pointed out how simple the calculation is. I then told him I would do that simple calculation and send the wire f ( which I did that day ) and asked him if the wire was more than the actual payoff, would Freedom Mortgage refund that excess and if so, how long would it take the company to refund it and would I receive interest on the excess. He told me it would take the company at least 14 days to issue a refund and there would be no interest. \n\nIt appears that the Customer Care Specialists & servicing department employees are either poorly trained or the company procedures direct employees to delay payoff as long as possible so Freedom Mortgage can continue to receive interest. In checking recent complaints against Freedom Mortage with the XXXX XXXX XXXX XXXXhere are numerous similar issues with poor customer care and misleading or incorrect information. \n\nOn XXXX XXXX, 2020 I mailed a letter regarding the above to the XXXX, XXXX XXXX ( along with the call logs ) to their HQ address in XXXX XXXX, NJ in which I stated I would be filing a complaint with the CFPB To date I have not received a response. \n\nI can provde the phone logs to CFPB if needed.","date_sent_to_company":"2021-03-04T15:52:52.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"4138199","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2021-02-13T18:15:27.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["She told me I could request online for a specific <em>payoff</em> date and that once requested, I could logon 30 min. later & look in the Statements section to find the <em>payoff</em>. I did the online request ( there was no option to <em>enter</em> a specific <em>payoff</em> date ) then checked back about 50 min. later and found the statement."]},"sort":[14.877315,"4138199"]},{"_index":"complaint-public-v1","_id":"3391305","_score":13.616349,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"To Whom it may concern, I am writing regarding my ongoing dispute with the company Credit Acceptance Corp. My Credit Acceptance account number is XXXX. I purchased a car ( a XXXX XXXX XXXX ) on XX/XX/XXXX from XXXX   XXXX XXXX, the price of the car was {$6000.00} ( attachment 1 ). I put {$2000.00} down, as the lender Credit Acceptance dictated. The dealership added a lender fee of {$450.00}, making the amount to be financed {$4500.00}. \nAs the salesman was going over the sales contract with me ( attachment 2 ), he advised me that if I kept the loan for the full 48 months, I would pay a total amount of {$6800.00} and that it would be in my best interest to pay off this loan as soon as possible. \nOn XXXX XXXX at XXXX, I called Credit Acceptance to obtain a payoff balance and was advised that amount was approximately {$6500.00}. I immediately advised the company that amount could not be correct. The company representative became belligerent and condescending. I advised the rep that I would like to file a dispute. The representative told me that he submitted my dispute and forwarded it to the complaint resolution department and that they would call me at a later date. \nI immediately called the auto dealership and spoke with the manager, XXXX. XXXX advised me that my figures were correct on the sale price of the car, and emailed me proof the cost ( attachment 1 ). XXXX was not able to provide a reason why the salesman entered the incorrect amount in the cash price box on the agreement that I did sign. XXXX also went to her accounting department and provided me with a copy of the payment from Credit Acceptance to XXXXXXXX XXXX XXXX  in the amount of {$4500.00} ( attachment 3 ). In addition, XXXX phoned Credited Acceptance to try to fix this error, but was told that I would be responsible for the amount entered into the cash price box of the contract AND further interest and fees on that amount. \nWith an already excessively high interest rate of 28 %, paying that rate on an additional and incorrect {$4000.00} is obscene, abusive and predatory. I have paid my monthly payments on time, every month without postponing a single payment. See attached payment history ( attachment 4 ) which includes additional interest charged to me. \nOn XX/XX/XXXX, I received a phone call from XXXX in the conflict resolution department of Credit Acceptance. During this 8 minute and 55 second call, she advised me to send in what documentation that I had to prove my dispute. I emailed my documents to her that evening and she returned my call the next day ( this call lasting 1 hour and 13 minutes ). XXXX said that based on the information that I submitted, there was a discrepancy but that they would not be making any changes to my account and the dispute was closed. During this call, I also spoke with supervisor XXXX, who also disregarded all of the documents that I submitted and advised that there would be no changes to my account. \nI have sent many emails and talked with XXXX  several times since then. I have not received a single written or email reply from this company. When I speak with XXXX on the phone, she hangs up and ends the conversation before all of my questions are answered. I have sent several email requests for the company to perform a real and actual investigation to no avail. I have asked for a written ( at least ) summary of their investigation and have been refused. \nDuring my phone calls with XXXX, I have been given deflective and deceptive answers to questions. For example, when I asked XXXX how many payments that I have made on my account, her answer was about 17, or maybe 20 to 25. When I asked her to add up the funds that I have sent in on all of my payments combined, her answer was well, if you financed {$8500.00} and your balance is now {$6500.00}, then you have paid in about {$2000.00}. When XXXX asked me if I had proof of what the car was selling for, I said yes, I have already sent this to you. Her reply was that is not a Credit acceptance contract, and then she promptly moved to another topic completely disregarding my answer AND the proof that she requested. \nI have made 17 payments for a total of {$4300.00} and been charged {$2300.00} in interest. All based on an incorrect sales price. I need to have my account recalculated with the correct sales price in place, and a financed amount of {$4500.00}. \nIf I had a loan for {$4500.00} with an interest rate of 28 % and total payments of {$260.00} per month, the total payoff over the length of the loan should be {$5800.00}. However, for a loan on the amount of {$6800.00} the total payments for the life of the loan would be {$11000.00}. Credit Acceptance only paid {$4500.00} to the dealer for the car ( see attachment 3 ). They are requesting that I pay approximately {$5500.00} in invalid fees. \nAll that I am asking for is what is fair, just and right. I would like an accurate balance on my account, so that I may pay off the car. I am not asking for a reduction in their abusive interest rate, nor even any sort of refund at this time, if my payments have over paid what I in actuality owe on this car. If, however, Credit Acceptance attempts to drag this dispute out and there is a large over payment on my part, I will ask to recoup that loss, with an interest rate of 28 %.\n\nIf Credit Acceptance insists that I pay on a loan of {$6800.00} with an interest rate of 28 %, and they only paid {$4500.00} to Incredible Auto, then I need them to make a payment to me in the amount of {$2300.00} plus 28 % interest for 16 months. This payment would insure that they would not be guilty of fraud. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2019-10-01T00:00:45.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"982XX","tags":null,"has_narrative":true,"complaint_id":"3391305","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CREDIT ACCEPTANCE CORPORATION","date_received":"2019-09-30T23:49:15.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fraudulent loan"},"highlight":{"complaint_what_happened":["In addition, XXXX phoned Credited Acceptance to try to fix this <em>error</em>, but was told that I would be responsible for the <em>amount</em> <em>entered</em> into the cash price box of the contract AND further interest and fees on that <em>amount</em>. \nWith an already excessively high interest rate of 28 %, paying that rate on an additional and <em>incorrect</em> {$4000.00} is obscene, abusive and predatory. I have paid my monthly payments on time, every month without postponing a single payment."]},"sort":[13.616349,"3391305"]},{"_index":"complaint-public-v1","_id":"14669571","_score":13.55034,"_source":{"product":"Credit card","complaint_what_happened":"Shady Connection Between XXXXXXXX XXXX XXXXXXXX : In XXXX of XXXX I purchased a plan with XXXX XXXX. Immediately there were errors with the plan, including it being listed twice in their system. I made multiple calls and emails over the next XXXX years regarding believing I was mischarged, and asking for the paperwork listing the exact details I purchased ( what areas, costs, etc ). When I would call XXXX they would refer me to XXXXXXXX XXXX XXXXXXXX would refer me to XXXX. ( I have followed up with them separately- but think they are working together ). \n\nIncorrect Payoff Date Given in a Call : In the fall of XXXX, I called XXXX for an exact payoff amount/schedule to ensure I paid within the promotional period. The XXXX rep told me XXXX of XXXX, which I entered into my calendar. I had to call because over the years I had CONSIDERABLE amount of trouble logging into my account. It would tell me the password was incorrect every time, even if I had it saved/written down. The \" remember me '' feature never worked. \n\nI had automatic payments set up, and every time I tried to log on it would give me error messages. It told me that I needed my account number, but I couldn't get my account number because I had only received the XXXX paper at the very start with my card ( that I couldn't find in my home ). When I called they said they would have to re-issue a new card instead of just helping me log into the account. They would tell me they couldn't give me information over the call ( such as my account number or username ). \n\nDiscovered Interest Accrual : I called to pay off the final balance on XX/XX/XXXX ( thinking I was paying it off XXXX months early ), only to receive a shock that on XX/XX/XXXX I was charged {$1700.00} interest charge. ( I was paying {$130.00} per month, well above the minimum due, but the charge was because I hadn't paid it off in full ). I was charged a total of {$1700.00} interest on something I charged for around {$3500.00}. \n\nThe person I spoke with assured me that it would be resolved ( after a lot of back and forth ) once disputed. At first he told me not to pay off the original amount owed- but I refused and insisted that it be paid. My payment was taken, but the numbers were switched ( their error - confirmed after XXXX calls on my part ), so the payment was denied and I was given a fee ( which after multiple calls they listed to that call and realized it was their error and returned the fee ). \n\nI later was told by another person ( when I called to check on it all ), that the dispute would for sure be denied, and that I would also get charged the interest on the amount still owed ( so thank goodness I at least paid the original amount - and called - and paid what was owed otherwise I would have had EVEN MORE charges ). \n\nI had multiple calls where they were no help at all, kept hanging up on me, said they would review the call and don't. XXXX person told me \" no one has the training to look into my concerns. '' Online it only lists statements starting in XXXX of XXXX, and you have to have acrobat reader to view them ( or call them to have it read to you ), so I can not review all of my statements from the start. \n\nThey keep saying that it is because it wasn't during the promotional period I had to pay the full interest, but they make it nearly impossible to access your information. They told me in an online message the \" plan expiration date '' was different then the \" promotional rate, '' but did not address the fact that when I called in the fall of XXXX, the person told me I would be paid in full in XX/XX/XXXX with my {$130.00} payments. I put it in my calendar the week before the due date to call and make sure the final payment matched the amount due. \n\nEven in their messages, they say the \" promotional date '' is on the XXXX page of the bill. \n\nI have taken several promotional loans over the past XXXX and I have NEVER had this problem. I always paid them off within the time period. The information was always clear, and the people I dealt with were transparent and reliable with information. I believe XXXX intentionally give you the run around, hangs up, give you the incorrect information, etc. to con people into paying outrageous fees. Even as I was trying to pay it all off, they were trying to convince me otherwise so that they could get even more money from me. \n\nThey should not be allowed to be a loan provider. \n\nI am requesting that some, if not all of those interest fees be returned to me ( I have already paid in full to avoid additional charges ). I understand that the information was in my account, but I was relying on incorrect information given BY THEM on the phone ( since I could not get onto my account ) and I feel they intentionally make it difficult to access both your account and the information. They have a \" promotional period '' and a \" plan period, '' and intentionally use that language and small print to trick people. \n\nThey are predatory, and rely on people not having the time or resources to follow up.","date_sent_to_company":"2025-07-21T14:35:38.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"Store credit card","zip_code":"60660","tags":null,"has_narrative":true,"complaint_id":"14669571","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2025-07-15T15:23:52.000Z","state":"IL","company_public_response":null,"sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["<em>Incorrect</em> <em>Payoff</em> Date Given in a Call : In the fall of XXXX, I called XXXX for an exact <em>payoff</em> <em>amount</em>/schedule to ensure I paid within the promotional period. The XXXX rep told me XXXX of XXXX, which I <em>entered</em> into my calendar. I had to call because over the years I had CONSIDERABLE <em>amount</em> of trouble logging into my account. It would tell me the password was <em>incorrect</em> every time, even if I had it saved/written down. The \" remember me '' feature never worked."]},"sort":[13.55034,"14669571"]},{"_index":"complaint-public-v1","_id":"3472400","_score":13.20813,"_source":{"product":"Debt collection","complaint_what_happened":"XX/XX/19 - After initiating contact with XXXX XXXX XXXX XXXX student loan department, I was informed that my Federal Perkins loan in default status, which \" accelerates the loan, which requires for the borrower to pay the loan in full ''. The XXXX loan representative directed me to the servicer, Heartland ECSI, so that I could inquire about the loan balance & reverse loan acceleration. \n\nXX/XX/19 - Heartland ECSI informed me that because the account was past due, it would not be able to reverse acceleration. XXXX XXXX representative confirmed the same and then directed me to set up payments with a separate collection agency, XXXX XXXX. \n\nXX/XX/19 - I received a 'Federal Perkins Loan Rehabilitation Agreement ' letter from XXXX XXXX which outlined the loan rehabilitation process & indicated a total due amount of {$3100.00}, with {$2400.00} in principal. This agreement also had several errors, including invalid payment due dates ( due dates were set on the XXXX of each month ) and the incorrect number of total payments ( 8, as opposed to 9 ). \n\nXX/XX/19 - I sent an email asking for clarification on the invalid figures above. \n\nXX/XX/19 - XXXX loan representative confirmed that the XXXX XXXX entered the invalid information and would send me a revised agreement. The XXXX representative also directed me to inquire about postponing the start of the rehabilitation process, since the XX/XX/19 rehabilitation agreement indicated the first payment was due on XX/XX/19. \n\nXX/XX/19 - I received a second letter itemizing this account. This letter showed a total due amount of {$2400.00}, with {$1900.00} in principal, which conflicted with the itemization I received on XX/XX/19. XXXX sent me a revised Loan Rehabilitation Agreement, but the first payment due date was still set to XX/XX/19. Due to the 20-day grace period for payments, I signed the revised Loan Rehabilitation Agreement and emailed it to XXXX. \n\nXX/XX/19 - I sent emails to both XXXX & XXXX XXXX regarding the discrepancies for the loan 's balance, which went unanswered. \n\nXX/XX/19 - I made my first payment and emailed both XXXX and XXXX requesting a signed copy of the Loan Rehabilitation Agreement, but both entities declined my request for a signed Loan Rehabilitation Agreement. \n\nXX/XX/19 - By this date, 7 of 9 rehabilitation payments were made. I requested a payment history from XXXX XXXX. \n\nXX/XX/19 - XXXX XXXX sent me two payment history reports. Both reports seemed to pertain to this account, but there were major discrepancies between the two reports. For example, the dates of all payments differed between the two. Additionally, the amount of each payment allocated towards accumulated interest differed as well. \n\nXX/XX/19 - I received a letter from Heartland ECSI, RE : Tax Offset for Student Loan Debts Owed to the University of XXXX. This mail informed me to make a payment online at Heartland ECSI 's website, which I was previously informed was not an option. \n\nUntil I received this letter, my understanding was that I had been making regular payments on the account - I had already made 7 on-time monthly payments to XXXX XXXX. I realized I had no real grasp on the state of this loan. \n\nThis Heartland ECSI letter reports a Payoff amount of {$2100.00}. The original loan principal was {$2400.00}, and I have made {$1100.00} in payments to date. I am devastated that this payment amount only reduced the remaining payoff amount by less than {$300.00}.","date_sent_to_company":"2019-12-18T13:47:01.000Z","issue":"False statements or representation","sub_product":"Federal student loan debt","zip_code":"90703","tags":null,"has_narrative":true,"complaint_id":"3472400","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HEARTLAND PAYMENT SYSTEMS INC","date_received":"2019-12-18T13:46:58.000Z","state":"CA","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["This Heartland ECSI letter reports a <em>Payoff</em> <em>amount</em> of {$2100.00}. The original loan principal was {$2400.00}, and I have made {$1100.00} in payments to date. I am devastated that this payment <em>amount</em> only reduced the remaining <em>payoff</em> <em>amount</em> by less than {$300.00}."],"sub_issue":["Attempted to collect wrong <em>amount</em>"]},"sort":[13.20813,"3472400"]},{"_index":"complaint-public-v1","_id":"3471582","_score":13.20813,"_source":{"product":"Debt collection","complaint_what_happened":"XX/XX/19 - After initiating contact with XXXX XXXX XXXX XXXX student loan department, I was informed that my Federal Perkins loan in default status, which \" accelerates the loan, which requires for the borrower to pay the loan in full ''. The XXXX loan representative directed me to the servicer, XXXX XXXX, so that I could inquire about the loan balance & reverse loan acceleration. \n\nXX/XX/19 - XXXX XXXX informed me that because the account was past due, it would not be able to reverse acceleration. XXXX XXXX representative confirmed the same and then directed me to set up payments with a separate collection agency, Alltran Education. \n\nXX/XX/19 - I received a 'Federal Perkins Loan Rehabilitation Agreement ' letter from Alltran Education which outlined the loan rehabilitation process & indicated a total due amount of {$3100.00}, with {$2400.00} in principal. This agreement also had several errors, including invalid payment due dates ( due dates were set on the XXXX of each month ) and the incorrect number of total payments ( 8, as opposed to 9 ). \n\nXX/XX/19 - I sent an email asking for clarification on the invalid figures above. \n\nXX/XX/19 - XXXX loan representative confirmed that the Alltran Collator entered the invalid information and would send me a revised agreement. The XXXX representative also directed me to inquire about postponing the start of the rehabilitation process, since the XX/XX/19 rehabilitation agreement indicated the first payment was due on XX/XX/19. \n\nXX/XX/19 - I received a second letter itemizing this account. This letter showed a total due amount of {$2400.00}, with {$1900.00} in principal, which conflicted with the itemization I received on XX/XX/19. Alltran sent me a revised Loan Rehabilitation Agreement, but the first payment due date was still set to XX/XX/19. Due to the 20-day grace period for payments, I signed the revised Loan Rehabilitation Agreement and emailed it to Alltran. \n\nXX/XX/19 - I sent emails to both XXXX & Alltran Education regarding the discrepancies for the loan 's balance, which went unanswered. \n\nXX/XX/19 - I made my first payment and emailed both XXXX and Alltran requesting a signed copy of the Loan Rehabilitation Agreement, but both entities declined my request for a signed Loan Rehabilitation Agreement. \n\nXX/XX/19 - By this date, 7 of 9 rehabilitation payments were made. I requested a payment history from Alltran Education. \n\nXX/XX/19 - Alltran Education sent me two payment history reports. Both reports seemed to pertain to this account, but there were major discrepancies between the two reports. For example, the dates of all payments differed between the two. Additionally, the amount of each payment allocated towards accumulated interest differed as well. \n\nXX/XX/19 - I received a letter from XXXX XXXX, RE : Tax Offset for Student Loan Debts Owed to the University of XXXX. This mail informed me to make a payment online at XXXX XXXX XXXX website, which I was previously informed was not an option. \n\nUntil I received this letter, my understanding was that I had been making regular payments on the account - I had already made 7 on-time monthly payments to Alltran Education. I realized I had no real grasp on the state of this loan. \n\nThis XXXX XXXX letter reports a Payoff amount of {$2100.00}. The original loan principal was {$2400.00}, and I have made {$1100.00} in payments to date. I am devastated that this payment amount only reduced the remaining payoff amount by less than {$300.00}.","date_sent_to_company":"2019-12-18T13:46:51.000Z","issue":"False statements or representation","sub_product":"Federal student loan debt","zip_code":"90703","tags":null,"has_narrative":true,"complaint_id":"3471582","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"URS Holding, LLC","date_received":"2019-12-18T12:34:23.000Z","state":"CA","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["This XXXX XXXX letter reports a <em>Payoff</em> <em>amount</em> of {$2100.00}. The original loan principal was {$2400.00}, and I have made {$1100.00} in payments to date. I am devastated that this payment <em>amount</em> only reduced the remaining <em>payoff</em> <em>amount</em> by less than {$300.00}."],"sub_issue":["Attempted to collect wrong <em>amount</em>"]},"sort":[13.20813,"3471582"]},{"_index":"complaint-public-v1","_id":"8885405","_score":13.004883,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"I am filing this complaint against Enerbank USA regarding unfair lending practices and inaccurate credit reporting. \n\nIn XX/XX/XXXX, I entered into a XXXX, 0 % interest, same-as-cash financing agreement with Enerbank USA. Around XX/XX/XXXX, I stopped receiving account statements for XXXX consecutive quarters ( nine statements ). \n\nUnaware Address Change : My investigation revealed that Enerbank had changed my mailing address without my knowledge or consent. This change prevented me from receiving statements and hindered my efforts to access my account online. \n\nAttempts to Contact Enerbank : In XXXX XXXX, I attempted to contact Enerbank via their website and phone to request statements, inquire about the final due date for the same-as-cash period, and request a payoff amount. Unfortunately, I was unable to verify my account due to the incorrect address on file. \n\nDue to a planned trip abroad, I contacted the vendor who facilitated the loan to assist with communication. Upon my return, both the vendor and Enerbank confirmed that my address had been changed to an unknown location. This error was the sole reason for my lack of statements and online access. \n\nRequest for XXXX XXXX : Despite acknowledging their error, Enerbank refused to honor the 0 % interest agreement and final payment attempts made two months before the original deadline. I had already paid {$3000.00} towards a loan of {$9800.00}. However, Enerbank demanded a total of {$9000.00}, resulting in a discrepancy of approximately {$12000.00}.\n\nIntervention by Attorney General 's Offices : I sought assistance from the Attorney General 's offices in Virginia and Alabama. Following this intervention, Enerbank agreed to extend the same-as-cash period to XX/XX/XXXX. They confirmed that paying the principal balance would eliminate interest and late charges. \n\nDisputed Late Fees : An additional {$180.00} in late fees was added to my account. I dispute these charges because timely payments would have been made had I received proper statements. \n\nUnfulfilled Promise : Enerbank representative XXXX XXXX verbally confirmed that paying the principal balance by XX/XX/XXXX, would eliminate interest and late fees. I fulfilled this obligation by making a payment on the Enerbank website on XX/XX/XXXX. \n\nUnexpected Charges : Despite fulfilling the agreement, Enerbank is now claiming over {$3000.00} in interest charges and requesting a {$60.00} settlement fee. \n\nReason for Complaint : I believe these actions by Enerbank constitute unfair lending practices. The company 's error in changing my address led to a series of issues, including missed payments, disputed fees, and inaccurate credit reporting.","date_sent_to_company":"2024-04-29T15:07:37.000Z","issue":"Problem when making payments","sub_product":"Installment loan","zip_code":"20152","tags":null,"has_narrative":true,"complaint_id":"8885405","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"REGIONS FINANCIAL CORPORATION","date_received":"2024-04-29T14:50:15.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Attempts to Contact Enerbank : In XXXX XXXX, I attempted to contact Enerbank via their website and phone to request statements, inquire about the final due date for the same-as-cash period, and request a <em>payoff</em> <em>amount</em>. Unfortunately, I was unable to verify my account due to the <em>incorrect</em> address on file. \n\nDue to a planned trip abroad, I contacted the vendor who facilitated the loan to assist with communication."]},"sort":[13.004883,"8885405"]},{"_index":"complaint-public-v1","_id":"3436258","_score":11.454408,"_source":{"product":"Mortgage","complaint_what_happened":"I have the funds to pay my mortgage payment and want to pay it, but PHH Mortgage is blocking me from paying my mortgage payment in every way possible ( online, auto draft, and with a check by mail ). I was on the auto debit program for a long time. It worked well for me and my payment always posted on the first of the month. On XX/XX/2019, PHH sent me a letter stating that my mortgage was near payoff and that direct debit had been automatically cancelled for my account. This is an error. I have 12 years left to pay on my mortgage, with a balance of over {$36000.00}. I called PHH and reported the error. The agent said the issue would be investigated. After that, I never heard anything about the issue from PHH. \nThe same agent said that, if I signed up for electronic statements, I would be able to pay my monthly mortgage payment online. I signed up for electronic statements in late XXXX, but when I try to pay online, the PHH online portal states : You can not make payments at this time. Please call XXXX. \nIn late XXXX, I signed up for direct debit again. PHH sent me a letter stating that my monthly payment would be direct debited from my bank account beginning XX/XX/2019. However, PHH created a new online account portal in early XXXX. In the new portal, my bank account information has deleted from my account, and I am no longer signed up for direct debit. \nOn XX/XX/2019, I mailed my XXXX mortgage payment to PHH from the U.S. Post Office in XXXX, Ohio. The check was for the total amount due for XXXX ( {$570.00} ). PHH will not cash this check, and as of XX/XX/2019, the funds have not been deducted from my bank account. I spoke to a PHH agent on XX/XX/2019. He stated that the check that I sent was in the amount of {$1.00}, and therefore my XXXX payment has not been paid. This is incorrect. Because PHH will not cash my check, my XXXX payment is now 11 days past due. Further, I am not able to see a copy of my check to verify the check amount, since PHH will not cash the check. If PHH would cash the check, I would be able to see a copy of the check in my online banking account. \nOn XX/XX/2019, the PHH agent said that PHH was not deliberately blocking me from paying my mortgage. However, I do not think it is probable or likely that a mortgage company would inadvertently block someone from paying their mortgage payment in every way possible. I believe the probability of this happening is very small. Since it is not possible for me to pay my XXXX mortgage payment, even though I have been trying very hard to pay by auto debit, online and by mail, I believe that PHH is  purposefully preventing me from paying my mortgage in an effort to collect late fees and additional interest. If the problem were to persist, I would enter into pre-foreclosure. \nIf my XXXX payment had been paid on XX/XX/XXXX, as it should have been since I was supposed to be enrolled in the direct debit program, I would have accrued less interest for the month of XX/XX/2019. Since it is now XX/XX/2019, and my mortgage payment has not been posted ( and I am not optimistic that it will be posted in a timely fashion ), I have accrued additional interest for the month of XX/XX/2019. \nFinally, if the blocking of payments is a concerted effort on the part of PHH, I am concerned that this may be happening to other PHH customers, putting them in danger of foreclosure.","date_sent_to_company":"2019-11-12T21:28:17.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"43224","tags":null,"has_narrative":true,"complaint_id":"3436258","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2019-11-12T20:46:28.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/2019, PHH sent me a letter stating that my mortgage was near <em>payoff</em> and that direct debit had been automatically cancelled for my account. This is an <em>error</em>. I have 12 years left to pay on my mortgage, with a balance of over {$36000.00}. I called PHH and reported the <em>error</em>. The agent said the issue would be investigated. After that, I never heard anything about the issue from PHH."]},"sort":[11.454408,"3436258"]},{"_index":"complaint-public-v1","_id":"4525408","_score":11.408573,"_source":{"product":"Mortgage","complaint_what_happened":"In XXXX of XXXX I entered into a contract with XXXX XXXX to build a home on a five acre lot that I own outright. They had a preferred lender, XXXX XXXX ( a partner agency with XXXX ), for the construction loan. I agreed to use XXXX XXXX, but they used GSF Mortgage for a construction to mortgage loan. At the time I was working and residing in XXXX NM, with plans to retire in XX/XX/XXXX. \nSince I was retiring and moving to the XXXX area, we listed and sold the home we had in XXXX. My intent was to use the proceeds from the home sale to pay down the construction loan/mortgage. I asked the loan officer, who worked for XXXX ( which was prior to them transferring the loan to GSF ) if I could pay the principal down. He informed me that I could do so ( see attached email ). \nI was approved for a loan amount up to {$440000.00}. GSF made a draw against the loan of {$17000.00} to cover closing costs and escrow. GSF place {$7600.00} into escrow to cover property tax and insurance through the construction loan and the first year of the mortgage after modification. The actual amount subject to interest should have been {$9300.00}. After reviewing my payment history, I found that I paid interest ( at 6 % ) from XX/XX/XXXX to loan modification on XX/XX/XXXX on {$17000.00} rather than {$9300.00}. Additionally, the first interest amount charged appeared to be high even for the {$17000.00}. I have attached the draw summary as well as my payment summary. Based on my computations the interest I should have paid for the initial draw is {$560.00} ( {$9300.00}. x 6 % APR ) over the course of one year, however it appears that GSF charged me for interest {$17000.00} over the course of one year, estimated at {$1000.00}, a discrepancy of {$460.00}. \nI received one or two statements at the beginning of the loan process, but after XXXX of XXXX I did not receive any statements, only payment notices. I paid several by check ( sent via USPS ), but the remainder I paid on the GSF site. The site did not permit me to see a summary of the draws, only the required payments and payment history. I had no visibility on the loan as a total either on line or via statements throughout the duration of the loan. I had to request information from the loan administrator, who only provided me with screenshots or emailed summaries. This lack of visibility made it extremely difficult to monitor the account to ensure it was correct. \nOn the GSF payment stub dated XX/XX/XXXX it shows that the total draw amount was {$400000.00}, however the actual total draw amount was {$390000.00} ( the payment stubs and the draw summary are attached ). GSF used the erroneous amount of {$400000.00} as the payoff amount once I refinanced ; they included {$6700.00} that was the amount in escrow. They believed that was a holdback for finishing a painting job ( see explanation below ), but the funds had already been drawn and were to be held from XXXX until they finished painting, not an additional amount charged to me. \nWe sold our home in XXXX in XXXX of XXXX and I immediately requested to pay the principal down. The loan administrator informed me that I could not pay the principal until the loan was modified into a 30 year mortgage. I explained that I was informed that I could pay the principal, but I was not permitted to do so. I have provided a copy of the email validating that I was informed I could pay the principal. I contacted the XXXX XXXX supervisor, who said I was misinformed. The GSF loan administrator then informed me that the modification would be for the full value of the loan ( {$440000.00} ) and that I would not be able to pay the principal until after modification. The loan could then be re-cast within 30 days, which is when I could pay down the principal. I had requested several times to pay the principal or make a down payment to reduce the loan amount, but was not permitted to do so. \nXXXX XXXX was significantly behind on the construction of the home ( it was due to be complete in XXXX of XXXX, but was not complete until XX/XX/XXXX ). As construction was completed, the loan was due to be modified. As it came due for modification the loan administrator asked if I had changed employers. I informed her I had retired and provided my income verification letter for my retirement pay. I again asked to pay the principal down, but was denied. She informed me that XXXX XXXX would not insure the loan because of the reduction in income. I informed her that if they would permit me to pay the principal down ( I intended to pay {$200000.00} ) that there would be no problem qualifying. Additionally, I informed her that I had not used {$45000.00} of the construction loan, therefore the balance due should have been {$400000.00}, not {$440000.00}. She informed me that the {$45000.00} had to be included because it was what the original loan agreement had. I informed her that should not be the case and that I should not pay interest on funds that I did not draw. She informed me that the amount would be removed after re-cast. \nOn XX/XX/XXXX the loan administrator contacted me stating that the loan could not be re-cast and again stated that XXXX XXXX would not insure the loan, but it had been modified. I again asked about the unused {$45000.00} and paying the principal down. I did not receive a firm answer, but was referred to the GSF assistance site. I sent an email explaining that I had just had a construction loan modified to a mortgage and asked if I could pay the principal. I was informed yes, so I paid {$200000.00} which was to be used for the first mortgage payment and to pay the principal down. The customer service rep ( only known to me as XXXX ) called me later the same day. He informed me over the phone ( there is no email traffic ) that I could not pay the principal down until a 10 digit loan number was applied to it and that it was likely that the finance section would not permit the payment. I expressed my displeasure overall with GSF and informed him that I was seeking a re-finance with another lender because of all of the problems I had with GSF. He informed me he would contact the loan administrator and promised to provide me with his contact information. \nThe following day I was contacted by the loan administrator, who asked how the {$200000.00} was to be allocated. I informed her that the first payment was to be paid from it and the residual used as a principal pay down. I never received an email back from XXXX with his contact information. \nI was aware that my property tax was due at the end of XXXX, so I checked the County website. The property tax had not been paid, so I asked the loan officer, on XX/XX/XXXX, to ensure it was paid. She informed me that it was not GSFs responsibility to pay the property tax and it was the borrowers responsibility. I checked my loan documents and saw that GSF was responsible for paying the property tax out of escrow and they had in fact put a significant amount of funds in escrow for property tax and insurance. I did not want to risk being late on my property tax so I paid it myself and expressed my displeasure. \nAfter my principal paydown and considering the unused portion of the construction loan, brought the principal balance to 38 % of the loan amount, I asked the loan officer to ensure that I was not charged mortgage insurance on XX/XX/XXXX. Her initial reply was that I would have to continue to pay ( see attached ). I sent a formal email on XX/XX/XXXX requesting the mortgage insurance be discontinued. GSF held their ground and stated that it was necessary for me to continue to pay mortgage insurance. I replied that they were violating the mortgage agreement as well as the Homeowners Protection Act, so they relented and reimbursed the mortgage insurance. Although resolved, it is concerning that the company would try to charge mortgage insurance when they should not. \nBecause of the myriad of problems with GSF and the fact they refused to recast the loan, even though they informed me that would happen, it was in my best interest to refinance through a different lender. I applied for a mortgage through XXXX XXXX XXXX XXXX and was approved. I had to pay closing costs on that loan that totaled {$7200.00}. \nI did a thorough review of the construction loan to mortgage. I have attached a spreadsheet with my findings. The discrepancies found include the {$5600.00} mentioned above, an overcharge of {$370.00} in interest post-loan modification, and {$460.00} paid in interest on funds held in escrow. The total discrepancy is {$6500.00}. \nThroughout the refinance process GSF provided four different payoff quotes, all of which showed a different amount. The principal amount used was incorrect on all of them ( addressed earlier ) and their computations were incorrect. They quoted a payoff amount of {$190000.00}. Based on my calculations the payoff amount should have been {$190000.00}, a difference of {$5600.00}. I informed the loan officer of this discrepancy on XX/XX/XXXX. She replied on XX/XX/XXXX and stated that my figures were incorrect, providing an inexplicable explanation. \nI reviewed my original loan agreement, the draws made, and my estimate of the escrow payments that should have been made. GSF had never provided me with a breakdown of any escrow payments throughout the course of the loan. I created a second spreadsheet, which resulted in the same principal information as the first, but there was a slight difference in the escrow holdover based on my estimate. I sent that spreadsheet, along with an explanation to the loan officer that the funds held in escrow for painting were due to XXXX, the builder, not finishing the painting. Those funds had already been drawn by XXXX. I asked for an accounting of the escrow payments and explained that {$7600.00} had been put in escrow at the beginning of the construction loan, but I had no information on how those funds were used. \nI have asked GSF on several occasions to have an independent person review the account as I believe that the loan officer does not want to admit that she made any errors. I have never received an itemization of my account from GSF, which raises great concerns, but also makes it difficult to reconcile the account. I request that a full accounting of the loan, from construction to mortgage be conducted and that my concerns be evaluated. Should they be substantiated, I request that GSF not only reimburse me for the errors they made, but also reimburse me for the cost of my refinance.","date_sent_to_company":"2021-07-08T18:21:35.000Z","issue":"Trouble during payment process","sub_product":"Other type of mortgage","zip_code":"990XX","tags":null,"has_narrative":true,"complaint_id":"4525408","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GSF MORTGAGE CORP","date_received":"2021-07-08T17:57:39.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Throughout the refinance process GSF provided four different <em>payoff</em> quotes, all of which showed a different <em>amount</em>. The principal <em>amount</em> used was <em>incorrect</em> on all of them ( addressed earlier ) and their computations were <em>incorrect</em>. They quoted a <em>payoff</em> <em>amount</em> of {$190000.00}. Based on my calculations the <em>payoff</em> <em>amount</em> should have been {$190000.00}, a difference of {$5600.00}. I informed the loan officer of this discrepancy on XX/XX/XXXX."]},"sort":[11.408573,"4525408"]},{"_index":"complaint-public-v1","_id":"6070467","_score":11.38777,"_source":{"product":"Mortgage","complaint_what_happened":"Overview : Specialized Loan Servicing is inflating a mortgage balance by adding forborne payments during COVID-related forbearance to the principal balance. They have added {$34000.00} to my principal balance, so that now after leaving COVID forbearance I actually owe more than I did when they began servicing my loan prior to COVID. \n\nDetails : Per the CARES Act of 2020 I applied for loan forbearance from my loan servicer, Specialized Loan Servicing. I was granted forbearance for a total of 17 months, with forborne payments ( including principal, interest and escrow amounts ) totaling {$34000.00}. I resumed normal payments on XX/XX/XXXX with forborne payments coming due at the end of the non-modified loan schedule and terms ( as a \" balloon payment '' ). My original principal balance with Specialized Loan Servicing was {$390000.00} when transferred to them on XX/XX/XXXX. My account has always been in good standing, and I have never missed a monthly payment. These amounts, the forbearance period of 17 months, and the complete payment history can be verified in attachments 1-2, Loan Verification and Payment Histories. I am not disputing the total amount of these forborne payments. And I am not disputing that they are payable as a \" balloon payment '' at the end of the loan schedule ( that they were not \" forgiven '' ). \n\nHowever, Specialized Loan Servicing has added these forborne payments toward my original principal balance of {$390000.00} to my principal balance. They are reporting that after the COVID-related forbearance I now owe more than my original principal balance. They are incorrectly reporting a payoff amount of {$410000.00} ( see attachment 3 ). They have added the amount of my forborne payments to my outstanding principal rather than subtracted it. During forbearance there is a pause of monthly payments, and my principal remained unchanged ( interest and escrow did accrue during this period ). When the forbearance ended I resumed making payments toward this principal balance, with the forborne payments that would have been paid over the 17 months being paid as a lump sum at the end of the loan term. Given that the account has always been in good standing I can not owe more than I originally financed and more than the amount that Specialized Loan Servicing originally began financing. \n\nThis is not the first time that Specialized Loan Servicing has reported an inaccurately high principal balance. After first making a dispute with the XXXX XXXX XXXX XXXX, I made a complaint with the CFPB on XX/XX/XXXX ( see attachment 4 ). At the time during the initial months of my forbearance period, they were reporting that my forborne payments totaling {$12000.00} were in addition to my principal balance, not payments toward my principal balance. So they were adding my forborne payments to my principal balance. After the complaint, they corrected their reporting to the XXXX  to reflect my then principal balance of {$390000.00} for several months ( see attachment 5 ). They did not explain why they had inaccurately inflated my principal balance and the complaint with CFPB was not satisfactorily resolved. \n\nThey again began reporting an inflated principal balance after three months. I attempted to resolve this issue by again disputing the amount of the principal balance with the XXXX but Specialized Loan Servicing responded that this inflated balance, with the forborne payments added to the outstanding principal balance, was accurate ( see attachments 6, 7 from XXXX and XXXX ). I then attempted to resolve this issue by contacting the company and speaking to two different customer representatives on XX/XX/XXXX. This did not resolve the issue as the representatives reiterated that the payments during forbearance \" were not forgiven '' and that I still owed them as a \" balloon payment. '' All of this is not in dispute, but Specialized Loan Servicing keeps repeating it rather than identifying the error of adding this deferred amount ( \" balloon payment '' ) to the principal balance, not as part of the principal balance. I then followed their formal \" notice of error '' procedure and made a written dispute ( attachment 8 ). Their response from XXXX ( ID # XXXX ) was to reiterate what is not in dispute, that the forborne payments of {$34000.00} were deferred ( attachment # 9 ). \n\nI am not disputing that these forborne payments are still owed to Specialized Loan Servicing. I am, however, disputing that they have added forborne payments to inflate my principal balance. These payments during COVID forbearance were toward my principal balance of {$390000.00} when I entered forbearance. Subsequently, since resuming normal monthly payments my outstanding principal balance is currently {$370000.00} ( as of XXXX XXXX, XXXX, see attachment 1 ). This deferred amount of XXXX is part of this outstanding principal balance of {$370000.00}, not a separate loan amount. There has been an accounting and/or clerical error. \n\nI am not asking for Specialized Loan Servicing to repeat these amounts, dates and the fact that the forborne payments are due as a lump sum at the end of my loan term. This is not in dispute. I would like CFPB to help Specialized Loan Servicing realize that they have added this amount to my principal balance, so that I now owe more than I did when they first began servicing my loan. While this may seem like an innocuous accounting/clerical error, reporting that a consumer now owes {$34000.00} more than they originally financed is egregious. And given my previous disputes and attempts to contact them directly to resolve this issue, this appears to be a pattern of practice with Specialized Loan Servicing. Given this apparent pattern, CFPB ought to investigate whether other consumers are having their mortgage balances incorrectly inflated by Specialized Loan Servicing. Particularly considering that these additional hardships are anathema to the intent of the CARES Act and the government 's attempt to provide relief to those whose employment was impacted by COVID. \nLet me reiterate because the company keeps repeating what I already know and what I am not disputing. Forborne payments made as part of paying the principal balance are now being added by Specialized Loan Servicing to the principal balance. These forborne payments during COVID relief should not increase consumers ' financial obligations. They should only be deferred as part of the original principal balance.","date_sent_to_company":"2022-10-10T16:55:50.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"80401","tags":null,"has_narrative":true,"complaint_id":"6070467","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2022-10-10T16:39:00.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["They are <em>incorrectly</em> reporting a <em>payoff</em> <em>amount</em> of {$410000.00} ( see attachment 3 ). They have added the <em>amount</em> of my forborne payments to my outstanding principal rather than subtracted it. During forbearance there is a pause of monthly payments, and my principal remained unchanged ( interest and escrow did accrue during this period )."]},"sort":[11.38777,"6070467"]},{"_index":"complaint-public-v1","_id":"5951294","_score":11.168203,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"XX/XX/XXXX received an email preapproved for small loan, applied for XXXX. After completing info online didn't understand the agreement as the terms werent not listed online. per site All we need is your signature on the Loan Agreement. I called the no Wise Loan/Essential Lending, Inc.XXXX & on hold for over 30 min as a new customer, I hung up called again on hold over 50. I hung up, online it shows you're approved, funds in your act by XXXX XXXX as it was approx XXXX cst. I went back online and chatted to let them know couldn't reach anyone, don't understand the terms, she's says you're approved for XXXX, I said I don't want XXXX, I want XXXX and where are the terms online, due date, rate? She said you already signed and approved. The next min I received a separate email ( Cust Ser Response ) Congratulations with 2 attachments XX/XX/XXXX at XXXX, notice the contract date is XX/XX/XXXX and fees start on this date ; also notice AMOUNT Financed and amount GIVEN Directly to me : {$400.00}. Funds were deposited that day after XXXX not by XXXXXXXX XXXX. First pmt due XX/XX/XXXX, APR 799 %, in 6 months total pmts = $ XXXXCFPB how is this legal? A lender can charge over 100 % rate, not a dime goes to interest or so called rip off fee \" CSO '' *I noticed immediately as I sent email to them regarding the errors. DATE, amt financed, and the APR, total of pmts didn't sound right and incorrect. Went back and forth via email with this unprofessional rude, incompetent reps, refuse to answer the phone line, chat dysfunction no longer working after loan approval. Contracts do not shows first payment due XX/XX/XXXX. I suddenly receive an email XXXX indicating my first payment due \" friendly reminder that you have a payment coming up in a few days '' -no where on either agreement this info was stated nor online. Nothing but a SCAM. being forced to pay amount while its Undisclosed online. See attached along with website, no tabs showing contract agmt, XXXX date, rate, etc. Most tabs don't open, receive a separate email to log in and dysfunctional indicates wrong password after entering correct password. Mo info re how to payoff loan as made multiple attempts to pay off loan since Friday XXXX as site would not allow me to sign in, I tried to reach this comp on XXXX XXXX and spoke with XXXX she REFUSED to tell me how to pay it off and said to call tomorrow. The reps cant answer any of your questions nor able to provide where this info is located online as its not online. This is unfair to me not being able to pay off this loan and with the excessively HIGH fees and 800 % rate daily is outrageous! Now I'm having to run this company down to figure out how to pay off early is flat out wrong. I shouldn't have to pay this company a dime due to the multiple violations. Due to their incompetence and dysfunctional website, refuse to connect, outrageous terms and excessive rate I request for this company to remove the full debt owed immediately. See docs attached","date_sent_to_company":"2022-09-29T22:45:29.000Z","issue":"Problem with the payoff process at the end of the loan","sub_product":"Payday loan","zip_code":"75067","tags":null,"has_narrative":true,"complaint_id":"5951294","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Essential Lending Inc","date_received":"2022-09-05T17:51:46.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Nothing but a SCAM. being forced to pay <em>amount</em> while its Undisclosed online. See attached along with website, no tabs showing contract agmt, XXXX date, rate, etc. Most tabs don't open, receive a separate email to log in and dysfunctional indicates wrong password after <em>entering</em> correct password."],"issue":["Problem with the <em>payoff</em> process at the end of the loan"]},"sort":[11.168203,"5951294"]},{"_index":"complaint-public-v1","_id":"3955766","_score":10.981604,"_source":{"product":"Mortgage","complaint_what_happened":"Entered forbearance program on ~XX/XX/2020 for an approved 3 months ( 90 days ). We explicitly stated at onset that if the only solution upon emergence from forbearance was going to increase my mortgage payments, I wasn't interested in using the program. I was ASSURED there would be other options. \n\nAfter the first \" forbearance '' approved payment statements were issued, we contacted Pennymac immediately. I had concerns regarding data on the statement ( s ) during the forbearance timeframe ( amounts stated past due, threatening letters, etc ). I repeatedly called proactively, and each time I was told \" all is ok '', it's automatic, and once you emerge from the forbearance period, all will be corrected. This matter continued to grow in dollars they claimed owed - somehow they got to 4 months, when we only missed 3 payments - again, after multiple concerned calls to the department handling this process, I was ASSURED this would all be corrected. \n\nAt the end of XXXX, I called to state I didn't need the forbearance program anymore and requested a termination of forbearance, and application to resolve the missed payments, reminding them I am unable to make higher payments. It was like pulling teeth to get them to allow me to me to exit from the program. Finally I received documents ( application ) to complete that would provide my current status, from which they could determine what solution would fit. Immediately we were told that we were approved to add the missed payments on top of the current mortgage payments, as if they never heard me the first 3x I said that wasn't an option. In a period of 45 days, I received an additional 2 \" approval '' documents saying that I was going to receive a deferment, moving all missed P & I into a non-interest bearing account separate from the mortgage. The first stating we had only missed 2 payments, which elicited yet another call to them, and a few weeks later stating 4 payments were being deferred and to continue to make our payments. We had already resumed payments in XX/XX/XXXX yet called again to try and correct the timelines and # of missed payments. \n\nWith each call, I was essentially told that this process finalization is taking around 60 days due to the high demand from distressed COVID borrowers. As time went on, into XXXX, I saw the timeline for this process, as shown on their website stuck at \" final stages '', yet we continued to get threatening notes, statements showing I was 4+ months past due, etc. At this point, I was making calls 2x-4x/month to proactively resolve this issue. \n\nMeanwhile, and unbeknownst to me, a job situation necessitated a relocation. I put my house on the market and notified Pennymac what had happened, requesting info on how this would impact the deferral. We were told multiple times it would not have any impact, but it did present some additional difficulty regarding numbers, etc., which I understood. \n\nBy the beginning of XXXX, the website status changed to completed, yet we had not receive formal written notice from Pennymac about process going forward. Multiple calls to customer service ( the XXXX team ) confirmed that we had been approved and they were in the process of correcting the balance sheets to reflect their contracted obligation to move the CORRECT amount into the deferral account. \n\nDuring this time, the house had been placed on the market - XXXX and sold within 14 days with a 45 day close. Title and escrow began requesting the appropriate documents from all parties : the initial payoff demand, fees, taxes, title, escrow amounts, expected payments from escrow during the contract period. Title immediately noticed that something was wrong when the first payoff demand was received with past due interest, and then the final demand included 157 days of past due interest, representing XXXX - XXXX. Please understand that the loan was in service from XX/XX/XXXX to XX/XX/XXXX - a period of 12 months and 6 days ( not 4 months ) wherein I made 9 payments in full with an additional $ XXXX/payment. The extra 6 days in Pennymac 's calculation of {$41.00} of interest per day XXXX the period from XXXX - XXXX ) amounted to ~ {$170.00} in the overall transaction. \n\nTitle wired the EXACT amount requested on the payment demand, still confused by large changes between the initial and final payoff demand letters that didn't reconcile with the time between the initial demand request and the final demand. Yet, this was a matter left for post close reconciliation. Again, title paid the final demand in full, wired the money and confirmed receipt on XX/XX/XXXX ( a full day before the payoff expired ). \n\nOn XXXX, title received a very strange call from Pennymac demanding an additional ~ {$1200.00} because they had supposedly made a property tax payment on XX/XX/XXXX. Title immediately stated that this was completely irregular because the tax payment should have been calculated into the final payoff demand which expired on XXXX, because the final payoff was requested prior to the payment XXXX yet 6 days after the payment had been made ). On my account activity page, it actually showed the tax payment was made on XX/XX/XXXX - 17 days earlier. \n\nSomewhere shortly thereafter, Pennymac again called title demanding another 4 days of interest because the loan wasn't actually paid in full until XXXX when they received the supposed \" escrow shortfall '' or the additional ~ {$1200.00}. Remember, daily interest on the FULL outstanding principle was $ XXXX/day. Pennymac demanded the FULL amount of daily interest, as if they had not received any prior wire from title essentially paying off the principal and the fraudulently calculated 157 days in past due interest. \n\nAs I understand it, escrow accounts are separate from the P & I on the mortgage - escrow accounts don't receive interest nor are they charged interest. So title argued with them, and refused to spend more time with a PennyMac rep, again on a voice call versus a fax or written demand, who couldn't explain how this had all happened - so they paid the interest out of their own pocket so they could just move on. \n\nSeparately, I couldn't understand why the loan wasn't closed properly on XXXX and, again, called PennyMac where I received another series of lies, fabrications, excuses, etc., each contradicting the prior - but insisting their calculations were proper and correct. Each time I ended the call with, if you can't explain these transactions, the issues, etc., how do you know they are correct and defensible? Awkward silence each time, saying they would work to get me an explanation on their calculations, but that the calculations were correct. I was never ONCE told it was a title/escrow issue. I had to call title to ask why they made so many wires to Pennymac, and initially accusing them of error ( s ). \n\nFrom the get go ( beginning of the forbearance program ) XXXX mad well over 70+ calls starting in XXXX - each handled by the SPOC XXXX the ones who handle forbearance programs and deferrals for distressed buyers ... These people are the ones who are supposed to be able to explain this stuff - the only difference from a year ago is that they had more volume due to COVID, but these processes were NOT new.\n\nMy final call to them on Friday ( XX/XX/XXXX ), a 3.5 hour long call, the XXXX SUPERVISOR stated very insistently that our Deferral had NEVER been approved and ALL prior reps were wrong, with apologies. Our response was - we have the deferment approval in writing, dated XXXX, a month after your website showed approved ( XXXX ). To which he stated that a VP had gotten involved and stated I wasn't really approved and all amounts were correct, essentially implying that the VP had stated this arbitrarily and with some amount of anger, and no explanation. This supervisor was also provided with multiple calculations showing that PennyMac was wrong, likely in violation of their contracts, and clearly in violation of multiple federal lending, consumer protections laws, and the CARES act ( suspicions confirmed by title ). \n\nI actually see the deferral amount being entered into my transaction history around XX/XX/XXXX ( a full month after the deferral approval appeared on the PennyMac website, 7 days after our written confirmation that the deferral had been approved, yet a full 24 hours before Pennymac knew that we were actually closing the loan based on the expiration of the final payoff demand ). The same amount was then backed out of our account some 2 weeks later!!!!! Interestingly enough, the written approval still showed FOUR MISSED PAYMENTS. \n\nWell, a ) it was never 4 months, and b ) they never actually processed our XXXX payment received by them on XX/XX/XXXX, in the amount of {$2500.00}. \n\nXXXX has now been supplied with payment history directly from our bank showing the 9 payments sent and received. Title confirms the loan only existed for 12 months and a 6 day period after the XXXX month - the latter six day amounts to about {$250.00} in interest ( XXXX payment would have been due XXXX, but late on XX/XX/XXXX ). \n\nAfter 70+ calls, proactively and then reactively, you'd think someone could explain this. Even the final supervisor we spoke with admitted that it shouldn't be this hard to reconcile but claimed that HE had more information that I was being shown on their own website 's transaction history. He also stopped short of making any direct comment that something was wrong ... A prior supervisor had already looked at this, weeks before, and stated something was clearly wrong, but couldn't determine what it was .... \n\nIn the end, I've provided Pennymac with calculation after calculation proving that even with the small amount of information they claim we have, that their principle payoff demands were incorrect, there's no explanation on how/why we were ever considered past due during an official forbearance program, and why, upon emergency, did 3 months of interest on the forbearance protected payments ( approx. {$3600.00} ) become $ XXXX dollars and 5+ months. The final supervisor stated it was because starting in XXXX, we hadn't been current : meaning my XXXX Payment applied to XXXX, the XXXX payment applied to XXXX, and the XXXX payment applied to XXXX. Still, showing the maximum amount we were EVER past due was 90 days, and still contractually protected from being considered late under the approved forbearance and the latter approved deferral. \n\nThe outstanding principal shown on Pennymac 's website 100 % reconciled with the correct outstanding principal amount throughout the loan, until XX/XX/XXXX - when it became clear the XX/XX/XXXX payment was never applied. \n\nTitle is now involved and will likely get involved with any civil or criminal lawsuits against Pennymac. Title clearly stated that the way this appears, and the lack of knowledge on the part of the department who is supposed to be responsible for this 24/7, proves we are NOT an isolated incident. \n\nIn reading over other pending litigation, including 2 class action suits, etc., against PennyMac this behavior does appear systemic but with slight nuances. All of these lawsuits seem to imply that PennyMac 's goal was to find a way to foreclose, any way they could - even successfully, in some cases - destroying people 's credit, lives, etc.\n\nPennymac has a banner on their website I paraphrase as \" We're here to help. '' That's just another lie. They claim they are researching things, but clearly not doing a thing - just appeasing us with people who say untruthful things, implying the fault is on the borrower in a nice way, like that would make any intelligent person just go away. \n\nHow many people have been a victim to this, especially during COVID, without even realizing it and being convinced by narratives that contradict themselves to try and get them to go away .... shameful. \n\nPlease also remember - Pennymac, as is stated at the beginning of every call, both when the XXXX answers as well as when the reps finally pick up, that they record all calls. As far as I can tell, multiple lawsuits against Pennymac show that these documents were subpoenaed and proven to show Pennymac 's fraud, deceit and attempts to cover up this behavior.","date_sent_to_company":"2020-11-30T16:40:53.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"94559","tags":null,"has_narrative":true,"complaint_id":"3955766","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2020-11-15T21:28:03.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I actually see the deferral <em>amount</em> being <em>entered</em> into my transaction history around XX/XX/XXXX ( a full month after the deferral approval appeared on the PennyMac website, 7 days after our written confirmation that the deferral had been approved, yet a full 24 hours before Pennymac knew that we were actually closing the loan based on the expiration of the final <em>payoff</em> demand ). The same <em>amount</em> was then backed out of our account some 2 weeks later!!!!!"]},"sort":[10.981604,"3955766"]},{"_index":"complaint-public-v1","_id":"20381474","_score":10.622183,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this update to my existing complaint ( Case # XXXX ) to add specific federal regulatory violations that have become clear in light of U.S. Bank XXXX XX/XX/XXXX and XX/XX/XXXX responses. \n\nXXXX U.S. BANK CAN NOT UNILATERALLY REVOKE A CONFIRMED SUCCESSOR IN INTEREST STATUS On XX/XX/XXXX, U.S. Bank issued a formal written confirmation on U.S. Bank letterhead stating that XXXX XXXX had been confirmed and recorded as Successor in Interest on the account for the property at XXXX XXXX XXXX XXXX, XXXX XXXX, MO XXXX ( Account XXXX ). This confirmation was issued pursuant to the CFPB 's XXXX mortgage servicing rules under Regulation X, 12 CFR 1024.31 and 1024.38.\n\nRegulation X contains no provision permitting a mortgage servicer to unilaterally revoke a confirmed Successor in Interest designation including on the basis of the servicer 's own internal processing error. U.S. Bank 's position that the XX/XX/XXXX confirmation letter was 'sent in error ' does not constitute a legally valid basis for revoking confirmed SII status under federal law. Once confirmed in writing, U.S. Bank was and remains legally obligated to treat XXXX XXXX as a confirmed SII with full borrower protections under RESPA 's servicing rules. \n\nThis is not a technicality. The irrevocability of confirmed SII status was a deliberate feature of the CFPB 's XXXX regulatory design, intended specifically to protect successors in interest from being stripped of their protections by servicer error or servicer convenience. \n\nII. FIVE YEARS OF CONDUCT CONSISTENT WITH CONFIRMED SII STATUS U.S. Bank 's own correspondence confirms a pattern of treating XXXX XXXX as authorized and as SII spanning nearly five years : - XX/XX/XXXX : U.S. Bank issues formal written SII confirmation to XXXX XXXX - XX/XX/XXXX : U.S. Bank writes to XXXX XXXX treating him as authorized on the account - XX/XX/XXXX : U.S. Bank issues a settlement letter explicitly addressed to XXXX XXXX XXXX Deceased ) and Successor In Interest XXXX XXXX XXXX for Account XXXX - XX/XX/XXXX : XXXX XXXX wires {$11000.00} in certified funds to U.S. Bank XXXX direct reliance on his written SII status - U.S. Bank accepts the {$11000.00} settlement payment - XX/XX/XXXX : U.S. Bank claims for the first time that SII status was always an error U.S. Bank accepted {$11000.00} from XXXX XXXX explicitly in his capacity as Successor in Interest and then only after receiving those funds informed him his SII status was invalid. This conduct is not consistent with a good faith correction of an administrative error. It is consistent with a servicer using a borrower 's funds and then denying the status upon which that transaction was premised.\n\nIII. PROMISSORY ESTOPPEL / DETRIMENTAL RELIANCE Even if this Bureau were to find that Regulation X permits revocation of a confirmed SII status in some circumstances, U.S. Bank is independently barred from doing so here under the doctrine of promissory estoppel. The elements are clearly established : 1. U.S. Bank made a clear and unambiguous written promise the XX/XX/XXXX XXXX confirmation letter XXXX. XXXX XXXX reasonably relied on that confirmation for nearly five years, including managing the account, making payments, and ultimately entering into an {$11000.00} settlement in XX/XX/XXXX XXXX. XXXX XXXX suffered concrete and measurable detriment {$11000.00} wired in certified funds based on represented SII status, and now approximately {$4000.00} in escrow refund withheld 4. Injustice results if U.S. Bank is permitted to retroactively deny the status upon which it accepted {$11000.00} IV. RESPA ESCROW REFUND VIOLATION The subject property at XXXX XXXX XXXX XXXX has been sold and the associated mortgage loan has been paid off and closed. Under 12 CFR 1024.34 ( b ), U.S. Bank is required to return any escrow balance within 20 business days of loan payoff. U.S. Bank has refused to issue the approximately {$4000.00} escrow refund in XXXX XXXX 's name. \n\nU.S. Bank 's stated reason that XXXX XXXX has not been established as SII is not a valid basis for withholding an escrow refund on a closed, paid-off loan. There is no longer a mortgage associated with this property. Demanding SII documentation as a condition of returning escrow funds on a closed account is circular, unsupported by Regulation X, and is functionally using the escrow refund as leverage in bad faith.\n\nV. PATTERN OF MISHANDLING ACKNOWLEDGED BY U.S. BANK IN WRITING U.S. Bank has acknowledged the following errors in its own XX/XX/XXXX responses to this complaint : - Issuing an erroneous SII confirmation letter dated XX/XX/XXXX - Incorrectly informing XXXX XXXX of his SII status during a phone call on XX/XX/XXXX during the exact period he was completing the {$11000.00} settlement - A representative on XX/XX/XXXX mistakenly discussing payoff information without proper verification - A representative on XX/XX/XXXX assisting XXXX XXXX without proper authorization These are not isolated incidents. They represent a multi-year pattern of misrepresentation and mishandling by U.S. Bank that has caused direct and documented financial harm to XXXX XXXX. \n\nVI. RELIEF REQUESTED I respectfully request the CFPB direct U.S. Bank to : 1. Recognize that the XX/XX/XXXX written SII confirmation constitutes a binding confirmation under 12 CFR 1024.31 that U.S. Bank lacks legal authority to unilaterally revoke 2. Immediately issue the escrow refund of approximately {$4000.00} in XXXX XXXX 's name as required under 12 CFR 1024.34 ( b ) 3. Acknowledge that the XX/XX/XXXX settlement was entered into and {$11000.00} accepted by U.S. Bank with XXXX XXXX explicitly designated as Successor in Interest 4. Provide a full written accounting of all funds received from XXXX XXXX and all escrow amounts currently held 5. Cease conditioning the escrow refund on SII documentation for an account that has been paid off and closed I have retained and am prepared to produce all relevant correspondence including the XX/XX/XXXX SII confirmation letter, the XX/XX/XXXX settlement letter, the XX/XX/XXXX and XX/XX/XXXX U.S. Bank response letters, and records of the {$11000.00} wire transfer.","date_sent_to_company":"2026-03-18T18:52:29.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"63118","tags":null,"has_narrative":true,"complaint_id":"20381474","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-03-18T18:43:29.000Z","state":"MO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Acknowledge that the XX/XX/XXXX settlement was <em>entered</em> into and {$11000.00} accepted by U.S. Bank with XXXX XXXX explicitly designated as Successor in Interest 4. Provide a full written accounting of all funds received from XXXX XXXX and all escrow <em>amounts</em> currently held 5."]},"sort":[10.622183,"20381474"]},{"_index":"complaint-public-v1","_id":"10123291","_score":10.454557,"_source":{"product":"Student loan","complaint_what_happened":"Please let this letter serve as my formal complaint about multiple problems and discrepancies with the way in which the Higher Education Loan Authority of the State of Missouri, also known as the Missouri Higher Education Loan Authority ( MOHELA ), has ( mis ) managed my Federal Direct Consolidation Loan since it was transferred from a previous servicer XXXX in XXXX. Since the transfer of my student loan to MOHELA took place, it has been incredibly difficult, if not impossible, for me to contact and effectively resolve any of the outstanding issues outlined below, which have only compounded since my student loan entered repayment in XX/XX/XXXX. Thus, I am respectfully requesting your assistance in reaching a resolution to each of these problems, including a comprehensive loan analysis and any corrections to credit agencies on my behalf, which I have requested from MOHELA on multiple occasions and have never received. \n\nOngoing Loan Balance Errors, Inaccurate Interest Accrual , Faulty Reporting, & Incompetence From XX/XX/XXXX, until XX/XX/XXXX, the U.S. Department of Education placed my Direct Consolidation Loan into an Administrative Forbearance, also known as the COVID-19 Emergency Relief Federal Payment Pause , with a 0 % interest rate. \n\nIn or around XXXX of XXXX, my loan was transferred from XXXX to MOHELA. At the time of this transfer, the total balance of the loan was {$160000.00}, as reported by MOHELA : this included two loan consolidation components in the amounts of {$25000.00} [ subsidized ] and {$130000.00} [ unsubsidized ], respectively. \n\nEven though my loan was in Administrative Forbearance with no interest accruing, MOHELA began showing that my loan balance was {$170000.00} and reporting this when the Federal Payment Pause ended in XX/XX/XXXX. \n\nThe discrepancy between my actual student loan balance at the time that loan repayment restarted in XX/XX/XXXX after no interest had accrued during the three and a half-year Federal Payment Pause, and what MOHELA showed/reported XXXX amounts to a {$11000.00} difference. This discrepancy has never been resolved nor explained by MOHELA, despite my repeated attempts to request assistance. \n\nSince I noted this discrepancy in XX/XX/XXXX, I have tried reaching MOHELA for assistance many times, only to often be kept on hold for hours with no resolution, to be disconnected by their phone system with no call-back, and/or to be told inaccurate information when I do manage to succeed in reaching someone and explaining the situation. \n\nDuring a recent attempt on Friday XX/XX/XXXX, to request a loan analysis and get this matter resolved, I waited on hold for over an hour and finally spoke to a supervisor XXXX, who offered to investigate and return my call during a scheduled call-back time the following Monday XX/XX/XXXX. She never called me back. \n\nTo date, no further follow up on MOHELAs part has been made despite my repeated requests for a loan analysis and my complaints to MOHELA/other parties including the Massachusetts Attorney Generals Office , Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX except to mail me paper copies of student loan history excerpts with no intelligible information nor explanation. When I attempted to reach MOHELA to inquire about these documents received in the mail, no one seemed to have any idea what I was talking about/what they sent. \n\nCurrently, the student loan balance showing on my account is $ {$170000.00}, which is still incorrect. It is my understanding that due to MOHELAs error and their miscalculation of my loan balance at the time that repayment on my loan started in XX/XX/XXXX, the loan has incorrectly accrued/compounded more interest over the past year than what is actually owed. \n\nIn addition, MOHELA continues to report my loan balance incorrectly to the credit bureaus. When I have requested that they correct the reporting, their customer service representatives deny any problem and simply state that MOHELA is reporting a payoff amount to the credit agencies, instead of the actual outstanding balance, as if this is a legitimate response to the problems that I have been trying to get them to correct over the last year. \n\nDenied Potential Right to a Refund On XX/XX/XXXX, I received the following message from MOHELA via email : As your federal loan servicer, we are contacting you to notify you about important information regarding your student loan account. Our records indicate that your XXXX billing statement was sent beyond the normal 21 days prior to the due date... .If you feel as through the amount you owed for the month of XXXX was incorrect or that no payment was due on your account, you may contact us within XXXX calendar days of the date of this notice to request a refund and forbearance will be applied for that month.We apologize for any confusion this may have caused. \n\nI followed up on this message as instructed to request a refund and ask that the refund amount be applied to an upcoming loan payment. During my call with customer service on XX/XX/XXXX, I was told this message did not apply to me so I could not receive a refund, but I was not given a full explanation as to why it did not apply. \n\nPredatory Interest Charges On XX/XX/XXXX, I was notified by MOHELA via email that they would be transitioning my account to a new loan servicing platform. They stated that this internal transition was expected to be finished by XX/XX/XXXX. \n\nFollowing the completion of the internal transition, I noted that interest had been charged on my account during the transition period. I called MOHELA on XX/XX/XXXX, to ask for an explanation as to why interest was accruing when my loan was essentially on hold so that they could complete this internal change. A customer service representative confirmed that MOHELA placed the loan on Administrative Forbearance during the internal transition and that given my concerns, she would refer my complaint to MOHELA for further review. I again have received no response. \n\nThank you very much for your time and attention to this matter, which has become a constant burden due to hundreds of lost hours working on this and a source of chronic stress for myself and my family. Please contact me with any questions. \n\nMost sincerely, XXXX XXXX XXXX","date_sent_to_company":"2024-09-14T20:44:13.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"02360","tags":null,"has_narrative":true,"complaint_id":"10123291","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MOHELA","date_received":"2024-09-14T20:35:20.000Z","state":"MA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Need information about your loan balance or loan terms"},"highlight":{"complaint_what_happened":["Currently, the student loan balance showing on my account is $ {$170000.00}, which is still <em>incorrect</em>. It is my understanding that due to MOHELAs <em>error</em> and their miscalculation of my loan balance at the time that repayment on my loan started in XX/XX/XXXX, the loan has <em>incorrectly</em> accrued/compounded more interest over the past year than what is actually owed. \n\nIn addition, MOHELA continues to report my loan balance <em>incorrectly</em> to the credit bureaus."]},"sort":[10.454557,"10123291"]},{"_index":"complaint-public-v1","_id":"18950212","_score":10.434483,"_source":{"product":"Debt collection","complaint_what_happened":"mortgage loan for the Property originated on or about XX/XX/XXXX, with a fixed interest rate of approximately 3.6 % and a regular principalandinterest payment of approximately XXXX XXXX twentyfour dollars ( {$520.00} ) per month. \nXXXX. A XXXX Form XXXX Mortgage Interest Statement issued to Defendant by XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) reflects that, as of XX/XX/XXXX, the outstanding mortgage principal balance was approximately {$100000.00} and that Defendant paid approximately {$3700.00} in mortgage interest during tax year XXXX. \nXXXX. XXXX servicing records reflect that XXXX received a total of ninetynine ( XXXX ) regular monthly mortgage payments from Defendant prior to the hardship that began in XXXX, evidencing a long history of ontime payments. \nXXXX. Defendant remained current on the mortgage for several years and did not miss any payment until XX/XX/XXXX, when he first experienced significant hardship and was unable to make the XX/XX/XXXX payment reasons related to XXXX. \nXXXX XXXX PAYMENT DEFERRAL AGREEMENT XXXX. On or about XX/XX/XXXX, Defendant entered into a written Payment Deferral Agreement with XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX  ( the Deferral Agreement ) regarding the mortgage loan secured by the Property. \nXXXX. Under the XXXX XXXX, XXXX agreed to defer XXXX ( XXXX ) principalandinterest payments, totaling approximately {$7300.00}, by moving those missed payments to the end of the loan as a deferred, noninterestbearing balance. \n3. The Deferral Agreement provided that the deferred amount would not be added to the interestbearing principal and would instead become due upon sale of the Property, payoff or refinance of the loan, or on the original maturity date of the note, without adding any new months to the loan term.\n\n4. The Deferral Agreement further provided that, once the deferral became effective, the correct interestbearing principal balance due under the loan documents would be approximately {$92000.00}, and that any thenoutstanding late charges would be waived by the servicer as per Covid rules and guidelines. \n5. Under the Deferral Agreement, regular payments were to resume with the XX/XX/XXXX installment ; however, Defendants Covid hardship continued, and he struggled to maintain payments after that date. \nD. TRANSFER TO XXXX XXXX XXXX, PRINCIPAL ERRORS XXXX. On or about XX/XX/XXXX, servicing of Defendants mortgage was transferred from XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \nXXXX. At the time of this transfer, there remained an outstanding delinquency of approximately XXXX ( XXXX ) monthly payments, ( XX/XX/XXXX XX/XX/XXXX ) totaling about {$3600.00}, in addition to the separate deferred balance of {$7300.00} that XXXX had already placed at the back of the loan pursuant to the Deferral Agreement. \nXXXX. From XX/XX/XXXX through XX/XX/XXXX, Defendant missed an additional twelve ( 12 ) monthly payments of {$520.00} each, totaling approximately {$6200.00}. Combined with the earlier seven missed payments, the total missed payments amounted to approximately {$9900.00}, separate and apart from the deferred balance. \nXXXX. The correct terms at the time XXXX began servicing in or about XX/XX/XXXX should have reflected : ( a ) an interestbearing principal balance of approximately {$92000.00} ; ( b ) a noninterestbearing deferred balance of {$7300.00} payable only at payoff, sale, or maturity ; ( c ) a regular principalandinterest payment of {$520.00} per month ; and ( d ) a fixed interest rate of approximately 3.6 %. \nXXXX. From the time XXXX began servicing the loan, the principal balance reflected on XXXX statements and records has been incorrect. XXXX treated all or part of the deferred amount and other charges as interestbearing principal and continued to inflate the principal balance by approximately {$520.00} each month, contrary to the Deferral Agreement and the note and mortgage. \n6. These servicing and accounting errors caused the stated principal balance, arrears, and payoff figures to be materially overstated and formed part of the basis for the acceleration and foreclosure against Defendant. \nE. PAHAF REINSTATEMENT ASSISTANCE 1. Due to the ongoing hardship, Defendant applied for assistance through the Pennsylvania Homeowner Assistance Fund ( PAHAF ), which is administered to help homeowners cure mortgage delinquencies and prevent foreclosure. \nXXXX. On or about XX/XX/XXXX, Defendant was approved for PAHAF reinstatement assistance. PAHAF issued a direct payment in the amount of approximately {$29000.00} to the servicer to reinstate the mortgage, pay all missed payments, and cure related tax deficiencies. Taxes total paid included XXXX, XXXX, XXXX totaling {$12000.00}. \nXXXX. The PAHAF reinstatement funds were intended to bring the loan fully current based on the correct interestbearing principal balance established by the XXXX Deferral Agreement and the actual number and amount of missed payments and tax obligations. \nXXXX. Instead of applying the PAHAF reinstatement funds in accordance with the Deferral Agreement and PAHAF program intent, XXXX applied those funds to an improperly inflated and overstated principal balance and other amounts that should not have been capitalized, leaving the account inaccurately reported and not properly reinstated. \nF. PAHAF FORWARD MORTGAGE ASSISTANCE 1. After the reinstatement, Defendant was also approved for PAHAF forward mortgage assistance. Under that approval, once the mortgage was reinstated, the outstanding delinquency was brought to zero, and forward assistance would be paid directly to the servicer to cover future monthly payments. \n2. Pursuant to this forward assistance approval, PAHAF sent to the servicer two bulk payments of approximately {$3600.00} each, totaling approximately {$7200.00}. These funds were expressly intended to cover multiple future monthly mortgage installments at the minimum principalandinterest payment of {$520.00} per month, plus applicable escrow. \n3. At that time, the regular principalandinterest payment remained {$520.00} per month, with an additional escrow amount for taxes and insurance collected along with the monthly mortgage payment.\n\n4. Under PAHAF rules, forward mortgage assistance is only approved when the mortgage and related property charges are current at the time forward assistance begins. Consequently, Defendants approval for forward assistance confirms that, following the PAHAF reinstatement, the mortgage and taxes were intended to be fully current. \nG. TRANSFER TO SHELLPOINT AND MISAPPLICATION OF PAYMENTS 1. After the PAHAF assistance was provided, the servicing rights were transferred from XXXX to Shellpoint Mortgage Servicing ( Shellpoint ), which assumed responsibility for the account.\n\n2. When Shellpoint took over servicing, it failed to properly credit the PAHAF reinstatement funds, the PAHAF forwardassistance bulk payments, and the {$7200.00} intended to cover monthly payments were not properly credited each month nor did Shellpoint acknowledge any previous accounting ledger regarding account. \n3. Shellpoint and XXXX XXXX XXXX continued to issue multiple statements reflecting different alleged amounts for the same months ; none of which correctly applied the PAHAF funds to the regular monthly payments and escrow or honored the XXXX  Deferral Agreement or correctly apply funds to the Principal Balance of {$92000.00}. \n4. both XXXX and Shellpoint misapplied the PAHAF reinstatement and forwardassistance funds, improperly capitalized amounts into principal, and failed to recognize that the account should have been current, leading to an artificially inflated principal balance, inaccurate arrears, and erroneous default status.\n\n5. Because of these errors, the loan has been wrongly treated as delinquent and placed into foreclosure even though substantial stateadministered funds were specifically provided to cure the arrears and maintain current payments.\n\nH. CURRENT HEMAP APPLICATION 1. In addition to the PAHAF assistance described above, Defendant has applied for relief under the Pennsylvania Homeowners Emergency Mortgage Assistance Program ( HEMAP ) through the Pennsylvania Housing Finance Agency. \n2. Defendant met with a housing counselor and submitted a HEMAP application in or about XX/XX/XXXX. The application is currently under review and processing, and Defendant is actively cooperating with all requests for information.\n\n3. If Defendants HEMAP application is approved, HEMAP funds are expected to bring the mortgage fully current and/or provide ongoing assistance, resolving the default and rendering a Sheriffs Sale unnecessary. \nI. XXXX FORM XXXX, TAXES, AND ACCOUNTING DISCREPANCIES XXXX. Defendant received a XXXX Form XXXX Mortgage Interest Statement from XXXX XXXX XXXX XXXX XXXX  ) showing that, for tax year XXXX, mortgage interest in the amount of approximately {$11000.00} was received, and real estate taxes in the amount of approximately {$12000.00} were paid from escrow. \nXXXX. As of XX/XX/XXXX, pastdue mortgage payments totaled approximately {$8200.00} and were reimbursed in full by the PAHAF reinstatement payment, and in or about XX/XX/XXXX, school taxes in the approximate amount of {$2900.00} were also paid, with no XXXX taxes paid from escrow. The taxes XXXX, XXXX ( {$8200.00} + {$2900.00} = approximately {$11000.00} ) do not match the {$12000.00} in taxes reported on the XXXX Form XXXX, creating an unexplained discrepancy of nearly {$1000.00} in reported tax disbursements. \n3. In total, the outstanding balance of missed payments prior to reinstatement was approximately {$9900.00}, and the XX/XX/XXXX PAHAF reinstatement paid approximately {$29000.00} to XXXX XXXX XXXX  When the correct amounts for missed payments and taxes are subtracted ( {$29000.00} {$9900.00} {$11000.00} ), approximately {$8500.00} should have remained available to apply to the loan in accordance with program terms. Instead, those funds appear to have been applied toward inflated principal and escrow figures even though XXXX taxes were never paid from escrow, leaving both the principal balance and escrow accounting inaccurate. \n4. PAHAF forward mortgage assistance was then approved and, as a condition of that forward assistance, the mortgage and property charges were required to be current at the time forward assistance began. After approval, two bulk payments of approximately {$3600.00} each ( totaling approximately {$7200.00} ) were sent to the servicer to cover future monthly payments in the minimum amount of {$520.00} per month, plus escrow, once the loan was current. \n5. When the servicing mortgage from XXXX XXXX XXXX to Shellpoint Mortgage Servicing in or about XX/XX/XXXX, the forwardassistance payments and the credits they represented were not properly carried over or applied correctly .. Shellpoint advised me that it did not have complete accounting for the prior servicers activity, and from that point forward Defendant began receiving conflicting statements showing differing amounts allegedly due for the same months, conflicting YTD amounts and not giving full credit for the XXXX forwardassistance funds. \nXXXX. In response, I sent a Qualified Written Request / Request for Information under federal mortgageservicing laws, asking Shellpoint to validate the debt and provide a detailed transaction history and explanation of how all payments, PAHAF funds, and escrow disbursements had been applied and proof that they had Chain of Title .. Shellpoints written response did not provide a complete, transactionlevel accounting or reconcile the inconsistencies in the Form XXXX, escrow activity, and principal balance, and instead further confused the status of the loan without offering a substantive correction. \n7. These unresolved discrepancies in the XXXX Form XXXX, escrow and tax disbursements, application of PAHAF reinstatement and forwardassistance payments, and incomplete responses to Defendants written accounting requests demonstrate that the current principal, interest, escrow, and arrears claimed by Plaintiff and its servicers are unreliable. Defendant therefore disputes the accuracy of the amounts underlying the foreclosure judgment and alleges that the foreclosure and scheduled Sheriffs Sale are based on erroneous and inflated figures. \nPractical next steps for you : J. PREMIATURE AND INEQUITABLE FORECLOSURE 1. The foreclosure and scheduled Sheriffs Sale are premature because : a. servicers have not accurately accounted for the XXXX Deferral Agreement and its resulting principal and deferred balances ; b. PAHAF reinstatement and forwardassistance funds, totaling tens of thousands of dollars, were misapplied ; c. There are multiple conflicting account statements with different alleged amounts due for the same periods ; and have failed provide proof that the Mortgage and the Note have not been separated along with a chain of title. \nd. Defendants HEMAP application is currently pending and, if approved, will resolve the delinquency.\n\n1. Proceeding with a Sheriffs Sale under these circumstances would cause irreparable harm by dispossessing Defendant of his home while the stateauthorized lossmitigation process is still pending and the true account status remains disputed.\n\n2. Servicer will suffer little or no prejudice from a short postponement of the Sheriffs Sale while HEMAP renders a decision and the servicing errors are reviewed, whereas Defendant faces the loss of his primary residence and the disruption of his household if the sale proceeds. \nXXXX. The discrepancies reflected in the XXXX Form XXXX, escrow activity, and servicer responses further show that the amounts used to support the foreclosure are inaccurate and overstated XX/XX/XXXX On XX/XX/XXXX, I entered into a Payment Deferral Agreement with XXXX XXXX XXXX XXXX XXXX XXXX regarding the abovereferenced mortgage loan. Under paragraph 5 of that agreement, the interestbearing principal balance due under the loan documents was fixed at {$92000.00} once the deferral became effective. The agreement also deferred XXXX pastdue installments totaling {$7300.00} without requiring monthly payments on the deferred balance until maturity, refinance, sale, or payoff","date_sent_to_company":"2026-01-23T12:17:32.000Z","issue":"False statements or representation","sub_product":"Mortgage debt","zip_code":"19604","tags":"Servicemember","has_narrative":true,"complaint_id":"18950212","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2026-01-23T12:17:06.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["The Deferral Agreement provided that the deferred <em>amount</em> would not be added to the interestbearing principal and would instead become due upon sale of the Property, <em>payoff</em> or refinance of the loan, or on the original maturity date of the note, without adding any new months to the loan term.\n\n4."],"sub_issue":["Attempted to collect wrong <em>amount</em>"]},"sort":[10.434483,"18950212"]},{"_index":"complaint-public-v1","_id":"3700319","_score":10.294342,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I have had a WellsFargo personal loan that originated XX/XX/XXXX. All payments have been made on time and account was up to date. \n\nXX/XX/XXXX : I called to get the early payoff amount and make a payment to close the account ( {$4000.00} principal plus {$260.00} interest ). The account I was paying from was a non-WellsFargo account. My information was collected and I was assured the payment would be processed. I was given a confirmation number and this was on a WellsFargo recorded line. As of this date, this account was not longer accessible through their customer online access so I could not access any activity to my account. \n\nXXXX XXXX XX/XX/XXXX : I routinely checked the debit account from which I had requested payment and the funds were never drawn. I had not received any communication from WellsFargo that there was an issue with the payment. \n\nXX/XX/XXXX : I contacted WellsFargo and was told that the previous agent that took my payment entered the debit account number incorrectly and the payment was not made. She took my payment information again, confirming on a WellsFargo recorded line that she would make the final payment and close the account. She also suggested we do a stop payment for the automatic payment that was scheduled for that day. I agreed to this as well assuming that the remaining balance and interest as of XX/XX/XXXX ( the original payment date ) would be made on XX/XX/XXXX and the account closed. She also reactivated access to this account through the customer online portal and noted that she had no idea why it would have been removed from my access. \n\nXX/XX/XXXX : I received an email from a case manager at WellsFargo stating they were looking into the issue. Case manager name and number was provided. XXXX XXXX. \n\nXX/XX/XXXX : I sent an email to XXXX asking about the status of the payment since the payment still had not processed and my account was now indicating it was past due. No reply. \n\nXX/XX/XXXX : I contacted XXXX to check the status as my payment had still not processed and the account was now past due. He stated he had not yet started on the case and I had to wait another \" few days '' and he would be in touch. \n\nXX/XX/XXXX : Sent another email to XXXX, expressing my concern that the account was saying past due and I was receiving multiple communications from WellsFargo that it was delinquent. I wanted to avoid any issues as I have never been delinquent on this account ( and because of the issues I had closing out the last Personal Loan at WellsFargo. No reply. \n\nXX/XX/XXXX : I called the local branch looking for help in resolving this issue and closing the account. They contacted the case manager and relayed that they had spoken with them and they were working on the issue. \n\nXX/XX/XXXX : The local branch called to confirm payment ( again ) in the payoff amount from XX/XX/XXXX. I confirmed the bank information and authorized payment ( again ) .As of this date there were no late fee assessments on my account. \n\nXX/XX/XXXX ( morning ) : Received an email from the local branch ( different person ) asking again for confirmation to make the payment. I again agreed, stating that the payment is only authorized for the amount due from XXXX XXXX.I checked the loan account on the WellsFargo platform and NOW there was a late fee charge with a transaction date of XX/XX/XXXX. This fee did not appear until XX/XX/XXXX but had a back date of XX/XX/XXXX. \n\nXX/XX/XXXX ( afternoon ) : I received a call from XXXX ( case manager ) who stated that he found NO evidence of a bank error and that I needed to rectify the account, including the additional interest and late payment fee. I sent him a screen shot of my online banking to illustrate exactly what happened. He stated he would need \" a few more days '' to pull the recordings. Also stated that if the erroneous late payment had already been submitted to the credit bureaus it would take awhile to get that corrected. I asked to speak to a supervisor and there were none available. He took my number to have a supervisor contact me directly. Meanwhile he agreed he would continue working on the case and agreed to be back in contact with me within 2 business days. \n\nAs of now this is still not resolved. The most concerning thing is this is exactly what happened with my previous personal loan. Prior to this account, I had a WellsFargo personal loan. A loan officer contacted me, offering a better rate. So I closed that personal loan and opened this one. The officer claimed that all interest and fees had been accounted for as it was more of a loan transfer than a new account. The original loan was removed from my customer online access. Several months later I received a notice from one of the credit bureaus that I had a delinquent account which I knew had to be an error. Upon further investigation, the original loan was NOT closed out, additional interest and fees were allocated after I was told the account was closed. They refused to waive any of the fees or take any responsibility. I paid the fees but the late payment is still on my credit report. They refused to take the necessary steps to remove it.","date_sent_to_company":"2020-06-15T22:16:44.000Z","issue":"Problem with the payoff process at the end of the loan","sub_product":"Personal line of credit","zip_code":"80602","tags":null,"has_narrative":true,"complaint_id":"3700319","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-06-15T21:37:05.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/XXXX : I contacted WellsFargo and was told that the previous agent that took my payment <em>entered</em> the debit account number <em>incorrectly</em> and the payment was not made. She took my payment information again, confirming on a WellsFargo recorded line that she would make the final payment and close the account. 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