{"took":194,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":28,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"17341168","_score":22.173006,"_source":{"product":"Checking or savings account","complaint_what_happened":"CONSUMER COMPLAINT - CHASE BANK Account Type : Checking Account Issue : Unauthorized debit caused by bank error and employee misrepresentation ; Chase refuses to correct Date of Issue : XX/XX/XXXX Amount : {$74.00} WHAT HAPPENED : On XX/XX/XXXX, I contacted Chase to cancel a scheduled {$74.00} payment from my checking account to my charged-off Chase credit card. The Chase representative I spoke with confirmed the cancellation was completed. \nHowever, Chase 's representative made a critical error : they canceled a completely different scheduled payment from XXXX - XXXX years in the future - instead of the XX/XX/XXXX payment I requested to cancel. I have screenshots and email confirmation proving Chase canceled the wrong payment. \nI did not notice this error in the confirmation email until today because I relied on the representative 's verbal confirmation that my cancellation request was completed. There was no reason to scrutinize the confirmation details when Chase 's representative explicitly told me the action was done. \nDespite this documented error, the {$74.00} payment from XX/XX/XXXX remains pending and multiple Chase representatives have confirmed it will post to my account. \n\nCHASE 'S CONTRADICTORY DEFENSES : Chase is now claiming the cancellation \" wasn't possible '' on XX/XX/XXXX because I called the same day as the scheduled payment. This defense is contradicted by Chase 's own actions and creates additional liability : The representative told me the cancellation was completed - They did not mention any same-day restriction, cutoff time, or impossibility. They confirmed the action was done. \nThe representative successfully canceled a different payment on XX/XX/XXXX - This proves same-day cancellations ARE possible in Chase 's system. Chase can not claim \" it wasn't possible '' while admitting their rep canceled a payment that same day. The fact that they canceled a XXXX payment instead of the correct XXXX payment demonstrates the error was in execution, not capability. \nI relied on the representative 's confirmation - I had no reason to believe the cancellation wasn't processed when Chase 's own employee told me it was complete. I trusted their verbal confirmation without scrutinizing the email confirmation details.\n\nChase failed to inform me of any restrictions- If same-day cancellation has cutoff times or limitations, Chase 's representative had a duty to explain this. Instead, they confirmed completion and successfully processed a cancellation ( albeit the wrong one ). \n\nChase can not retroactively claim their employee misled me about their capabilities and then refuse to correct the resulting unauthorized payment. The representative 's ability to cancel a XXXX payment on XX/XX/XXXX proves same-day cancellation functionality exists- they simply canceled the wrong payment. \n\nCHASE 'S REFUSAL TO CORRECT THEIR ERRORS : I contacted Chase multiple times to resolve this documented bank error. Each time I encountered the following problems : Transferred to wrong departments : Repeatedly sent to Collections, who can not handle charged-off accounts and have no authority over voluntary payments Denied access to proper department : Chase refused to transfer me to the Recovery Department , which actually handles charged-off credit card accounts Multiple representatives hung up on me during the resolution process Provided false information : Chase claimed \" we don't do ACH returns, '' which is factually incorrect. Banks can and do process ACH returns for erroneous debits and can manually reverse internal errors. \nDenied error dispute : Chase refused to process any form of error resolution claim despite my documented proof of their mistake Refused to reverse the payment : Even after acknowledging their representative 's error, Chase refuses to correct the unauthorized transaction WHY THIS IS CHASE 'S RESPONSIBILITY : This situation involves multiple Chase failures : Employee misrepresentation : Chase 's representative told me a cancellation was completed when it allegedly \" wasn't possible '' Operational error : Chase 's representative canceled the wrong scheduled payment - one from XXXX instead of XXXX, demonstrating a severe execution error System failure : If same-day cancellations have restrictions, Chase 's system should prevent them or alert representatives - yet the rep successfully canceled a different payment. The system clearly allows same-day cancellation ; the error was human, not systemic.\n\nReasonable reliance : I had every reason to trust Chase 's representative 's verbal confirmation. Customers should not need to verify that their bank executed the correct action when explicitly told it was completed.\n\nRefusal to remedy : Chase refuses to correct an unauthorized payment that exists solely due to their documented errors Important context : This payment is to a charged-off credit card account. Charged-off accounts have no legal collection mechanism through ACH - these are strictly voluntary payments that I control. Chase has no automatic right to debit these funds. The payment was only going to process because I originally scheduled it, and I properly canceled it based on Chase 's representative 's confirmation.\n\nI acted reasonably and in good faith. I trusted Chase 's representative when they confirmed my cancellation was processed. Chase is bound by what their representatives tell customers. Chase can not make up excuses after the fact and refuse to fix their own documented mistakes.\n\nCHASE 'S PATTERN OF OBSTRUCTION : Chase 's handling of this matter shows a pattern of refusing accountability : First, they blamed me for their rep 's error Then, they claimed same-day cancellation \" wasn't possible '' ( while admitting they canceled a XXXX payment that day, proving the capability exists ) They transferred me to departments without authority to help They refused access to the department that could actually resolve this They provided false information about their capabilities They hung up on me multiple times They denied my error dispute without legitimate justification This is not a customer error. This is not a timing issue. This is Chase making mistakes, misleading me about those mistakes, and then refusing to take responsibility. The fact that their representative canceled a payment from XXXX - XXXX years in the future - instead of the current date 's payment demonstrates a fundamental execution failure on Chase 's part. \n\nWHAT I'M REQUESTING : Immediate reversal of the {$74.00} payment - This payment should never process due to Chase 's documented errors Written confirmation that the reversal has been processed and the matter is resolved Call recordings from XX/XX/XXXX - XXXX request copies of all calls where Chase 's representative confirmed my cancellation was completed Correction of Chase 's internal procedures - Whatever failures allowed a representative to cancel a XXXX payment instead of a XXXX payment, mislead me about completion, and then allowed multiple departments to refuse resolution should be addressed SUPPORTING DOCUMENTATION : Screenshots showing Chase canceled a scheduled payment from XXXX instead of XX/XX/XXXX Email confirmation showing the wrong payment was canceled Screenshots showing the correct XX/XX/XXXX payment still pending Names, dates, and times of representatives who refused to help or hung up [ Include any reference numbers from calls ] SUMMARY : Chase 's representative made an egregious error - canceling a payment scheduled for XXXX instead of the XX/XX/XXXX payment I requested to cancel- and misled me by confirming the action was complete. I relied on that confirmation. The resulting unauthorized payment is entirely due to Chase 's failures- not mine. Chase has a legal and ethical obligation to correct their own documented mistakes. \nI am requesting CFPB 's assistance in compelling Chase to reverse this unauthorized {$74.00} payment and take responsibility for their errors. \nChase can not hide behind false claims of \" impossibility '' while admitting they performed same-day cancellation functionality ( on the wrong payment ). Chase can not blame customers for trusting their representatives ' explicit confirmations. Chase can not refuse to correct documented bank errors, especially XXXX as clear-cut as canceling a XXXX payment instead of a XXXX payment. \nI have exhausted all reasonable attempts to resolve this directly with Chase. I am now considering all available remedies, including small claims court if necessary, but am hoping CFPB intervention will compel Chase to simply do the right thing and reverse their error. \n\nADDITIONAL NOTES : This complaint represents : Bank operational error ( wrong payment canceled - XXXX instead of XXXX ) Negligent misrepresentation ( told cancellation was complete ) Detrimental reliance ( I trusted their confirmation ) Refusal to correct documented errors Obstruction of error resolution process Provision of false information about bank capabilities The severity of canceling a payment from four years in the future instead of the current date demonstrates a fundamental failure in Chase 's processes and employee training. This was not a subtle error- it was a mistake of multiple years that should have been immediately apparent to any competent representative. \nThank you for your attention to this matter.","date_sent_to_company":"2025-11-18T03:30:40.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92870","tags":null,"has_narrative":true,"complaint_id":"17341168","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-11-18T03:02:32.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["However, Chase 's representative made a critical <em>error</em> : they <em>canceled</em> a <em>completely</em> <em>different</em> <em>scheduled</em> <em>payment</em> from XXXX - XXXX years in the future - instead of the XX/XX/XXXX <em>payment</em> I requested to <em>cancel</em>. I have screenshots and email confirmation proving Chase <em>canceled</em> the wrong <em>payment</em>. \nI did not notice this <em>error</em> in the confirmation email until today because I relied on the representative 's verbal confirmation that my cancellation request was completed."]},"sort":[22.173006,"17341168"]},{"_index":"complaint-public-v1","_id":"7839057","_score":18.383331,"_source":{"product":"Student loan","complaint_what_happened":"I set up autopay well in advance of repayment going into effect. From the beginning I could not tell what was actually my minimum payment since different amounts were listed on every communication I received. I saw an amount of {$300.00} something in some places but when setting up autopay it said amount due monthly {$16.00}. To try and cover my bases I set my payment up for {$400.00} and received confirmation. In XXXX they withdrew my {$400.00} and then several days later withdrew another {$370.00} inexplicably. I sat on hold for XXXX hours just to be told that they couldn't see why that would happen and that it must be a random error but that it would take too long for them to back out the extra charge so I should dispute it with my bank. This didn't make any sense to me but I did it any way which was a tedious claim process that I had to provide documentation for. A couple days later I got an email saying my auto debit was cancelled because my payment was returned for insufficient funds. I was so annoyed because they had told me to dispute the charge. I called and sat on hold again for over XXXX hours because I wanted to make sure when setting up autopay again that everything was correct and I wouldn't be double charged again the following month. The guy seemed very confused and kept telling me different amounts were due on different days. I said I understand that but it clearly says on your site to call to have the loan due dates and amounts aligned and that even if there were different amounts, the payment I scheduled for auto debit was slightly above all those amounts combined so it should logically be covering everything and that how can I possibly make payments on different amounts when when I log in it shows my total due as {$16.00}?? He told me that made sense and after \" checking with a supervisor '' assured me I was setting it up correctly and that this was just a random error. Fast forward to XXXX and my {$400.00} autopay comes out and then the next day another {$370.00} comes out. I call and sit on hold for XXXX hours and then the line just randomly disconnects without me being able to speak to anyone. I give up hope of getting the extra payment refunded and I'm not going through the process of another bank dispute. I cancel my autopay because I do not trust this company. I emailed them a complaint yesterday and receive a notification this morning that I have a message in my account. I login and am positive there will be some resolution. Nope it's a notification that they received my request to setup autopay as of XXXX which makes no sense because I removed it on XXXX or XXXX when they double charged me. So now they are just authorizing things without permission. I am going to remove all payment methods from my account and will have to manually make payments every month but I don't even trust them to process those correctly. Now my amount due on my account again shows something completely different and I have no idea what my minimum monthly payment actually is. I have had to rearrange my other bills because I did not plan to pay nearly {$800.00} when I could barely afford to pay the amount I expected to be withdrawn.","date_sent_to_company":"2023-11-11T16:25:49.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"80234","tags":null,"has_narrative":true,"complaint_id":"7839057","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2023-11-11T16:19:41.000Z","state":"CO","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["I said I understand that but it clearly says on your site to call to have the loan due dates and amounts aligned and that even if there were <em>different</em> amounts, the <em>payment</em> I <em>scheduled</em> for auto debit was slightly above all those amounts combined so it should logically be covering everything and that how can I possibly make <em>payments</em> on <em>different</em> amounts when when I log in it shows my total due as {$16.00}??"]},"sort":[18.383331,"7839057"]},{"_index":"complaint-public-v1","_id":"6277371","_score":18.270306,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/22, I noticed a pending balance transfer in the amount of {$1900.00}, which I did not request, nor authorize. This transaction was scheduled to transfer a \" portion '' of the current balance on my XXXX XXXX XXXX account to my new Discover Card account. Upon applying for the Discover Card, I specifically requested a \" full '' balance transfer in the amount of {$6200.00} so as to fully pay-off my XXXX card XXXX Discover only approved me for {$2000.00}, & took it upon themselves to initiate a \" partial '' balance transfer of {$1900.00} with a fee of {$57.00}, without my consent! I immediately began chatting with, and calling numerous Discover agents to resolve the company 's error. First, I applied for a credit limit increase, but was denied, so I explained how I was only interested in completely paying my XXXX balance off, and not wanting to add an additional creditor with another monthly payment to my current situation, and if I couldn't be approved for the full amount that I applied for, then a complete rejection would be in order, because anything less would not be authorized by me. I proceeded to request that the pending transfer be cancelled/disputed, but each Discover agent I spoke with said that the transfer could not be cancelled/disputed while in a \" pending '' status, and that I must call back once it's actually posted. Later that evening, the transfer posted, and I resumed chatting and calling the next day, requesting once again that the transfer be cancelled/disputed, just to be misinformed by each agent over a few different days worth of very lengthy chat sessions and phone calls. The final straw for me, was on XX/XX/22 at XXXX pm, when chatting with XXXX in Utah, he told me that \" since the creditor received the funds, we aren't able to help dispute the transfer! '' Please review the enclosed supporting documents, as well as the above-mentioned chat sessions in my account.","date_sent_to_company":"2022-12-04T05:39:52.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"85120","tags":null,"has_narrative":true,"complaint_id":"6277371","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2022-12-04T04:31:37.000Z","state":"AZ","company_public_response":null,"sub_issue":"Problem with balance transfer"},"highlight":{"complaint_what_happened":["I immediately began chatting with, and calling numerous Discover agents to resolve the company 's <em>error</em>."]},"sort":[18.270306,"6277371"]},{"_index":"complaint-public-v1","_id":"1807005","_score":17.044489,"_source":{"product":"Credit card","complaint_what_happened":"1 ) Using Citi 's online banking system I scheduled a payment to be processed on Saturday XXXX XXXX, 2016 to pay my XXXX statement in full for the amount of {$3900.00}, withdrawing the funds from my credit union. The funds were to be obtained on Monday XXXX XXXX, as Saturday was not a business day. \n2 ) On XXXX XXXX my dog died and I completely forgot to deposit the funds into my account. \n3 ) On Wednesday XXXX XXXX I realized I had made the error of not depositing enough money. I contacted Citi immediately by telephone and via the customer service representative I paid the XXXX statement in full from a different bank account, from a different bank ( not the credit union ). I thought I was doing the right thing by paying it in XXXX transaction and that by taking immediate action the debt would be resolved. I paid the XXXX statement amount in full : {$3900.00}, and my Citi account reflects that the payment was made that same day. \n4 ) Unfortunately the automatic system was not notified. On XXXX XXXX Citi 's automated system tried to withdraw the original transaction scheduled for XXXX XXXX once again, even though the statement had already been paid in full on XXXX XXXX. \n-I thought it was odd that Citi was trying to obtain the funds from my credit union since I had already paid the XXXX statement in full ; I went online and saw that when I made the payment by phone the funds actually went towards my XXXX statement, and that the XXXX statement was still in arrears. \n- I immediately spoke to a representative on the phone and he told me that it was impossible to cancel the automatic payment and that Citi would continue to try and obtain the funds from my credit union until XXXX XXXX. \n-Based on the information from the representative I immediately deposited {$3900.00} into my credit union account in anticipation that Citi would once again try to obtain the funds using the automated system. \n5 ) The evening of XXXX XXXX I received an email from Citi saying that the funds were returned as unpaid from the credit union account and that if the information was n't accurate I was to call Citi immediately at XXXX ( TTY/TDD : XXXX ). \n6 ) The morning of XXXX XXXX I phoned Citi to resolve the issue immediately ( again ) and paid by phone ( again ) the amount of {$3900.00}. \n7 ) One hour later I went to the grocery store to make a purchase and my Citi credit card was declined. \n8 ) I immediately phoned Citi and was informed that my account had been closed, even though I had just spoken one hour earlier to a representative and my account was open at the time of our conversation. \n9 ) Today XXXX XXXX I received a letter from Citi informing me my account is closed and that it can not be reopened unless I provide a letter from my bank saying the payment was returned by mistake.","date_sent_to_company":"2016-02-27T03:38:35.000Z","issue":"Other","sub_product":null,"zip_code":"98102","tags":null,"has_narrative":true,"complaint_id":"1807005","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2016-02-27T03:38:34.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["1 ) Using Citi 's online banking system I <em>scheduled</em> a <em>payment</em> to be processed on Saturday XXXX XXXX, 2016 to pay my XXXX statement in full for the amount of {$3900.00}, withdrawing the funds from my credit union. The funds were to be obtained on Monday XXXX XXXX, as Saturday was not a business day. \n2 ) On XXXX XXXX my dog died and I <em>completely</em> forgot to deposit the funds into my account. \n3 ) On Wednesday XXXX XXXX I realized I had made the <em>error</em> of not depositing enough money."]},"sort":[17.044489,"1807005"]},{"_index":"complaint-public-v1","_id":"3824551","_score":14.361354,"_source":{"product":"Mortgage","complaint_what_happened":"My loan is a VA Guaranteed loan and it is a Re-Fi. My first payment was due on XX/XX/XXXX. Although I did not receive a statement I did contact Freedom Mortgage before my payment was due to find out how much my payment is and where to send the payment. \nI did get my first re-fi payment to Freedom Mortgage on XXXX however the payment was due on XX/XX/XXXX. I was told that the payment was still within the \" grace period '' of 15 days and everything would be fine and no negative entries would be made into my credit record. \n\nTo this day I still do not receive a statements in time to make my payment on time. In fact most of the time I do not receive statements at all to make my payment. \n\n\nThe following is when my problems started with Freedom Mortgage : The onset of this problem started on XX/XX/2020 when a representative from Freedom Mortgage stated that their institution did not receive a payment from me from the month of XXXX. With that being said I sent a payment. A couple of hours later I deciede to check with my bank only to find that I did make a payment on XX/XX/XXXX. \nI called Freedom Mortgage and explained to them what happened ( above paragraph ) and requested my duplicate payment for the month of XXXX back. I was told that they would send the payment back to me in 2 days. I did not receive my payment in the stated two days and requested my payment once again. \n\nAfter weeks later with hours and hours spent on the phone with Freedom Mortgage, I finally received a check from Freedom Mortgage to replace my duplicate payment on or near XX/XX/XXXX. I deposited this amount back into my checking Account with XXXX. \n\nThe above is what I believe started the problem with Freedome Mortgage tracking my scheduled payments and they have claimed since XXXX that I have been delinquent or behind in my payments. At this point let me say that I have made every scheduled payment and I have all of the bank records. I have even spoke with my banking institution for verification that Freedom has received every scheduled payment and that they have cashed my payments. \n\nFreedom Mortgage still insists that I owe for the month of XX/XX/2020 even though I have proof that the payment has been made. I have spent approximately 28 hours on the telephone with Freedom Mortgage trying to straighten out their mishandling of my account. I have emailed to them all of my cancelled checks and financial transactions made with them concerning my account which shows I have made all of my payment however I normally get a different person each time and everything has to be explained all over again. Sometimes the person I speak with gets it and sometimes they can't figure it out.\n\nI spoke with one woman named XXXX who said she would fix the account because she found their mistake however I never heard from her again after she said she would send a detailed explanation to the correct department within their institution explaining where the problem is or was. She also stated I do not owe on my account and that I was completely correct. \n\nAfter 60+ days Freedom Mortgage still claims I owe them a payment and I have received letters that they are charging me late fees more than once however I can not receive a statement from them to make my payment. \n\nAgain, I have all bank documentation proving that I do not owe Freedom Mortgage and that I am current in my payments. I also have every telephone conversation recorded with Freedom Mortgage recorded backing up everything I have stated in this complaint. \nAfter 60+ days of Freedom Mortgage not being able to understand that I have made all of my payments I am beginning to believe that this is intentional and harassing a XXXX veteran for whatever reason. \n\nI am in my XXXX 's and I am very ill. I am getting ready to sell this property to move my wife close to her family because of my poor health caused from fighting in XXXX. I am sick and tired of the harassment and or the continuous errors made by Freedom Mortgage. \n\nProfessionally, XXXX XXXX XXXX","date_sent_to_company":"2020-09-01T18:30:06.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"435XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3824551","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2020-09-01T16:52:41.000Z","state":"OH","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":["I have emailed to them all of my <em>cancelled</em> checks and financial transactions made with them concerning my account which shows I have made all of my <em>payment</em> however I normally get a <em>different</em> person each time and everything has to be explained all over again. Sometimes the person I speak with gets it and sometimes they can't figure it out."],"issue":["Trouble during <em>payment</em> process"]},"sort":[14.361354,"3824551"]},{"_index":"complaint-public-v1","_id":"7004959","_score":14.165997,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have a longstanding monthly installment plan with Apple Card ( {$530.00} ) that is paid automatically from my XXXX XXXX checking account. At the very end of XXXX, XXXX, I learned that fraud was being committed on the XXXX XXXX checking account, so I closed the account. Knowing that Apple Card would not get its regularly scheduled payment on XX/XX/XXXX, I called them and told them about the fraud and gave Apple Card the information to \" pull '' payment from a different bank account of mine for the XXXX payment and for all subsequent payments. Apple Card was appreciative the notice, and they successfully obtained a timely {$530.00} payment from XXXX XXXX. I thought all was well until I looked at my XX/XX/XXXX statement. \n\nOn XX/XX/XXXX, Apple Card made a \" balance adjustment '' to my Apple Card balance and charged me {$530.00}. The consequence of this charge would be that they were going to charge me a double payment at the end of XXXX ( {$1000.00} ) plus interest. I was alarmed by this and called Apple Card immediately. \n\nThe Apple Card specialists were as mystified by the \" balance adjustment '' as I was. They could see that my XXXXXXXX XXXX payment was cancelled. They could see that my XXXXXXXX XXXX picked up payments timely, so they were not able to explain to me why they had made the {$530.00} \" balance adjustment. '' I disputed the charge and they said they would try to fix it. They extra large payment was deferred temporarily. \n\nTwo weeks later I received an email claiming that the \" balance adjustment '' was correct. This is what the Apple Card email said : \" Your Inquiry has been investigated. You contacted us on XX/XX/XXXX regarding a payment to your Apple Card account. Goldman Sachs Bank USA has investigated your Inquiry and determined that no error occurred. Your payment of {$530.00} was refunded to your bank account ending in XXXX as requested on XX/XX/XXXX. Your bank then returned the payment on XX/XX/XXXX, which increased your outstanding balance by {$530.00}. You can view your payment history, monthly balance, minimum payment due, and payment due date in Wallet by tapping on your Apple Card or by accessing your most recent statement. '' This email is deranged and inexplicable. So I again called Apple Card. After several more phone calls, I learned the following : 1. When I told Apple Card that they would not receive the regularly scheduled payment from my cancelled checking account, Apple Card WITHOUT MY ADVICE, AUTHORIZATION OR CONSENT sent {$530.00} to XXXXXXXX XXXX! They call this the \" refund cycle '' and it is an automated event that they claim they can not control. ( They explained that ordinarily when these \" late '' payment cancelations occur, the money still comes in from the paying bank because it can not be stopped in time, so they refund the money back as a customer service. ) Of course, in my case, NO MONEY WAS EVER SENT from XXXXXXXX XXXX to Apple Card, because I had locked down that account due to fraud and then subsequently closed it entirely. \n\n2. Because Apple Card was now {$530.00} poorer, by their voluntarily sending {$530.00} off to a closed XXXX XXXX Checking account, they decided to make themselves whole by taking the money from me ( the \" balance adjustment '' ). \n\n3. I have never received the {$530.00} erroneously send by Apple Card to my defunct and closed XXXX XXXX  checking account. \n\n4. Apple Card says now that they were \" expecting '' that XXXX XXXX would just \" send the money back '' on their own, but since XXXXXXXX XXXX did not, Apple Card stole ( defrauded, embezzled ) the funds from me via a unilateral \" balance adjustment. '' 5. Losing {$530.00} by Apple Card programming error is bad enough, but then Apple Card unilaterally recovering the lost funds from their customer is even worse. Indeed, it is a crime in my home state of Washington. \n\n6. Insult on injury, Apple Card has assessed me interest charges on the {$530.00} ; {$8.00} on XX/XX/XXXX and growing. \n\nBefore I complain to the Washington State Attorney General that Apple Card is stealing from me, I thought I might let you ( CFPB ) see if you can get Apple Card to reverse the unauthorized \" balance adjustment. '' They won't even reverse it TEMPORARILY while they try to find the \" lost '' money they sent off into wild, so I expect them to extract {$1000.00} from my XXXX XXXX at the end of this month. ( I should not have to say how burdensome it is to pay an additional {$530.00}. ) My last communication ( the sixth ) with Apple Card was XX/XX/XXXX for nearly an hour. And while the Apple Card Supervisors are all professional and apologetic, they are also completely powerless to help me. And they tell me there is no one \" higher '' that I can complain to at Apple Card or get assistance from. Well, there certainly is : you. \n\nI have suffered the indignity of multiple hours of lost time ( I am on vacation in XXXX BTW, so this is eating up my vacation fun ) to try and \" stop the steal '' : ) Can you help me?","date_sent_to_company":"2023-05-20T06:21:15.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"98115","tags":null,"has_narrative":true,"complaint_id":"7004959","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2023-05-20T05:18:16.000Z","state":"WA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["When I told Apple Card that they would not receive the regularly <em>scheduled</em> <em>payment</em> from my <em>cancelled</em> checking account, Apple Card WITHOUT MY ADVICE, AUTHORIZATION OR CONSENT sent {$530.00} to XXXXXXXX XXXX!"]},"sort":[14.165997,"7004959"]},{"_index":"complaint-public-v1","_id":"9681206","_score":14.01392,"_source":{"product":"Debt collection","complaint_what_happened":"In XX/XX/year>, I canceled an XXXX internet service account with XXXX XXXX their website customer service chat. I received confirmation via email from XXXX on XX/XX/year> which stated the last day of service would be Wednesday, XX/XX/year>. I received an email with an identical subject line the next day, XX/XX/year>, with a different disconnection date, this time for Thursday, XX/XX/year>. \n\nOn XX/XX/year>, I received a reminder email from XXXX which stated the final day of service was scheduled to be XX/XX/XXXX. \n\nOn Friday, XX/XX/XXXX, I received email confirmation from XXXX that my final bill would be processed automatically as had ALL my prior payments on this account, which was set to automatic payments on my XXXX. XXXX confirmed receipt of my final payment on XX/XX/XXXX, via automatic payment on my XXXX in the amount of {$87.00}, all of which was as expected. Regardless of XXXX records of the last day of service, whether it was XX/XX/XXXX or XX/XX/XXXX, both dates were fully covered within the billing period of this XX/XX/XXXX payment and this should have been my final payment. Service was canceled, I had fully paid for all prior service, and I had no XXXX equipment to return. \n\nStarting XX/XX/year> records including emails sent from XXXX and charges to my XXXX indicate that XXXX did not properly manage the disconnection of my canceled service on this account nor did they properly end automatic payments. The debt XXXX eventually reported for this period was a result of their failure to stop the charges after I canceled my service and the debt is therefore completely illegitimate and must be removed from my credit reports with XXXX and all other agencies. \n\nOn XX/XX/year> I disputed an erroneous XX/XX/XXXX {$87.00} transaction with XXXX. XXXX never defended the charge and XXXX resolved XXXX dispute in my favor and credited me the full amount on XX/XX/year>. \n\nOn XX/XX/year>, I disputed an erroneous XX/XX/XXXX {$87.00} transaction with XXXX. XXXX never defended the charge and XXXX resolved XXXX dispute in my favor and credited me the full amount on XX/XX/year>. I informed XXXX via the dispute that the charges were for service that was canceled and no longer in use and I expected no further charges or bills after this, but instead XXXX continued to send erroneous bills and charges. \n\nXXXX sent another erroneous automatic payment notice concerning the canceled service, this time stating that I would be billed in the amount of {$180.00} on XX/XX/XXXX. \n\nOn XX/XX/year>, XXXX sent an email with the subject : XXXX receiving a refund to your XXXX. The refund was described as in the amount of {$87.00} and the stated processing date was XX/XX/year>. There was no further explanation for why I was receiving the refund, such as which bill it was meant to be refunding. The refund never appeared on my XXXX statement. \n\nOn XX/XX/XXXX XXXX sent another erroneous automatic payment notice : Your next monthly automatic payment will process on XX/XX/year>. \n\nOn XX/XX/XXXX, XXXX emailed me to say Your XXXX  services have been suspended. The body of the email stated : Make a payment to stay connected Your XXXX  services have been suspended due to a past due balance of {$170.00}. \nAt this point this was the first mention from any communications from XXXX that I owed a balance on the account, despite my having canceled the service and XXXX previously confirming the cancellation back in XXXX. The debt referenced in this email message was clearly an error and I never, at any time, owed any amount in past due balance to XXXX. \nWhats more, this email was misleading as to the nature of the communication. The email asked for payment to stay connected and keep services going that I was not actually using. The main text of the message says : You can restart your service by paying your past due balance or see if you are eligible for flexible payment options. Because I had already canceled the service, there was no reason to restart it by making any payment. Further down the email message, under the fold, which I have to scroll to see, is text saying This is an attempt to collect a debt. Any information obtained will be used for that purpose. This appears to be a dark pattern design that conceals this relevant information by hiding it below the fold where the user is unlikely to see it. I have attached a screenshot illustrating this dark pattern on my high resolution laptop computer monitor. \n\nOn XX/XX/year> XXXX attempted to charge me yet another erroneous charge, this time in the amount of {$270.00}, and I received the following email message that the payment did not go through : Your automatic payment of {$270.00} was declined by your bank for the card ending in XXXX. \nSince your payment did not process, you will need to make a payment to avoid any late fees or service interruption. \nAgain, this was for a canceled account, there was no service interruption since there was no service. My understanding is that XXXX correctly declined the payment due to my XXXX prior disputes with XXXX asking XXXX to refuse any attempted charges by XXXX for this canceled account. \n\nOn XX/XX/year>, XXXX emailed me another erroneous bill on the canceled account for {$360.00} with a due date of XX/XX/year>. \n\nOn XX/XX/year>, XXXX emailed me with the subject Your XXXX  services have been disconnected. The body of the email stated : We have attempted to contact you regarding your past due balance. Your XXXX  services have been disconnected because your past due balance remainsunpaid. \nIf you do not want to have your XXXX services reconnected, please return your XXXX equipment to an XXXX store or XXXX XXXX location within 10 days to avoid an unreturned equipmentcharge. This email was a clear error since I never had XXXX  equipment so owed no charges for unreturned equipment, and I owed no service charges, as I had already canceled the account in XXXX and they had confirmed this multiple times including confirmation that the last day of service was XX/XX/year>. This email contained no notice that XXXX considered the erroneous balance a debt to be collected. \n\nOn XX/XX/year> XXXX sent an email stating that We haven't received yourpayment : Your XXXX  service was recently disconnected, but you still have an outstanding balance of {$230.00}. If you do not pay this balance, your account will be placed with a collection agency. Please note that while your balance may contain fees for unreturned equipment, only your bill amount before unreturned equipment fees will be turned over tocollections. \nAgain this was in error as XXXX confirmed cancelation of the account in XXXX AND XXXX multiple times and the outstanding balance referenced here was regarding charges XXXX erroneously billed me after the final date of service which was XX/XX/XXXX. \n\nOn XX/XX/year> XXXX sent another erroneous email regarding the illegitimate debt : We've tried reaching you regarding your outstanding balance of {$230.00}. * Because we haven't received your payment, your account will soon be placed with a collection agency and may negatively impact your credit rating. You can prevent this by paying {$230.00} no later than XX/XX/year>. Please note that while your balance may contain fees for unreturned equipment, only your bill amount before unreturned equipment fees will be turned over to collections.","date_sent_to_company":"2024-08-01T23:35:42.000Z","issue":"Attempts to collect debt not owed","sub_product":"Telecommunications debt","zip_code":"19147","tags":null,"has_narrative":true,"complaint_id":"9681206","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SUNRISE CREDIT SERVICES, INC","date_received":"2024-08-01T21:30:17.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["Starting XX/XX/year> records including emails sent from XXXX and charges to my XXXX indicate that XXXX did not properly manage the disconnection of my <em>canceled</em> service on this account nor did they properly end automatic <em>payments</em>. The debt XXXX eventually reported for this period was a result of their failure to stop the charges after I <em>canceled</em> my service and the debt is therefore <em>completely</em> illegitimate and must be removed from my credit reports with XXXX and all other agencies."]},"sort":[14.01392,"9681206"]},{"_index":"complaint-public-v1","_id":"2174218","_score":13.127352,"_source":{"product":"Mortgage","complaint_what_happened":"This response is filed on behalf of Clear Recon Corp ( \" CRC '' ), an affiliate of Aldridge Pite , LLP ( \" AP '' ), to CFPB Consumer Complaint XXXX ( \" CFPB Complaint '' ) filed by XXXX XXXX ( the \" Consumer '' ) .This response does not purport to make any representations on behalf of any other entities, nor should it be construed as a statement of CRC regarding the actions of any other entities.A brief history of the foreclosure action is as follows : The subject loan was secured by a Deed of Trust recorded on XXXX/XXXX/XXXX as Instrument XXXX in the XXXX XXXX XXXX XXXX Records.As a result of the Consumer 's subsequent default on the loan in XXXX XXXX, the loan was referred to AP for foreclosure in XX/XX/XXXX.Thereafter, CRC caused to be recorded a Substitution of Trustee on XXXX/XXXX/XXXX as Instrument XXXX Notice of Default initiating the foreclosure was caused to be recorded on XXXX/XXXX/XXXX as Instrument XXXX Notice of Sale was recorded XXXX/XXXX/XXXX as Instrument XXXX scheduling the trustee 's sale date for XX/XX/XXXX.However, the trustee 's sale was postponed and ultimately canceled- Response provide cancellation notice ( never received ) and explanation of cancellation. \n\nA second notice of sale was recorded on XXXX/XXXX/XXXX as Instrument XXXX scheduling the trustee 's sale date for XXXX/XXXX/XXXX ; however, it was postponed until XXXX/XXXX/XXXX and was further postponed until XXXX/XXXX/XXXX. - Response provide the amount due on NOD recorded related to cancellation. \n\n.The issues alleged by the Consumer in the CFPB Complaint appear to be related to the Consumer 's dispute of the debt. Specifically, the Consumer asserts that she has not received \" the corrected accounting, '' and that the amount of the debt as stated in the notice of sale is incorrect due to XXXX payments she made in XXXX the amIn addition, she requests the name of the current beneficiary as well as copies of any and all assignments.As to the Consumer 's request for the name of the current beneficiary and copies of any and all assignments, a review of CRC 's foreclosure file indicates that on XXXX/XXXX/XXXX, CRC mailed to the Consumer 's authorized agent a letter providing the name of the current beneficiary in addition to copies of the promissory note, deed of trust and assignment of deed of trust.- Response what was sent to agent was never sent to me and stated a completely different amount. \n\nThe Consumer alleges Moreover, pursuant to California Civil Code section XXXX ( b ), a trustee \" shall incur no liability for any good faith error resulting from reliance on information provided in good faith by the beneficiary regarding the nature and the amount of the default under the secured obligation, deed of trust, or mortgage. \" Therefore, as the foreclosure trustee, XXXX may rely on the amounts provided in good faith by the servicer in the current foreclosure proceedings. \n\nResponse what amounts were provided XXXX vs XXXX? \n\nXXXX was from original servicers Bank XXXX- less than what was provided to agent and myself XXXX alleged debt was provided by XXXX XXXX which appears to be deceptive to obtain more than what original creditor provided for principle - more than original servicer provided not including rears The Consumer requests a detailed payment accounting, an explanation of amounts considered \" tender '' under the Fair Debt Collection Practices Act ( \" FDCPA '' ), and a rescission of the notice of default and the notice of sale. - Response until debt is confirmed I am requesting recession in good faith. \n\nResponse As the collection company you appear to be attempting to deceive me by providing inaccurate accounting - XXXX to me and another to agent regarding principle amount not including rears. \n\nResponse as the debt collector provide original creditor documents from XXXX only with alleged debt.","date_sent_to_company":"2016-10-22T18:47:38.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional fixed mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2174218","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Aldridge Pite, LLP","date_received":"2016-10-22T18:47:37.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["mailed to the Consumer 's authorized agent a letter providing the name of the current beneficiary in addition to copies of the promissory note, deed of trust and assignment of deed of trust.- Response what was sent to agent was never sent to me and stated a <em>completely</em> <em>different</em> amount."]},"sort":[13.127352,"2174218"]},{"_index":"complaint-public-v1","_id":"8219987","_score":13.10849,"_source":{"product":"Credit card","complaint_what_happened":"I bought a total of four ( 4 ) round-trip airline tickets using my Apple credit card by Goldman Sachs for myself and my partner, from the XXXX  online travel company XXXX through their XXXX packages. The first two ( 2 ) airline tickets were purchased on XX/XX/XXXX for flights from XXXXXXXX XXXX XXXXXXXX, XXXX to XXXX, XXXX, scheduled for XX/XX/XXXX to XX/XX/XXXX. The payment number/order is XXXX. The amount paid for these two ( 2 ) tickets was US {$610.00}. \n\nThe next two ( 2 ) airline tickets were purchased on XX/XX/XXXX for flights from XXXXXXXX XXXX XXXX XXXX to XXXX, Florida, scheduled for XX/XX/XXXX to XX/XX/XXXX. The payment number/order is XXXX. The amount paid for these two ( 2 ) tickets was US {$800.00}. \n\nThe companys promo tickets work in the following way : the customer pays a discounted price for roundtrip airline tickets departing on a specific date. The company then waits until approximately two ( 2 ) weeks before the selected departure date to then issue the customer their roundtrip tickets and inform them what airline they will be traveling on and what the flight schedule will be. The company also required that customers be flexible when choosing their departure and return dates by a margin of + or - 1 day. For example, if you decide to purchase a roundtrip ticket from XX/XX/XXXX- XX/XX/XXXX, you would have to be willing to travel during the following dates : leaving anytime from XXXX XXXX and returning anytime from XXXX XXXX. \n\nOn XX/XX/XXXX, XXXX announced on their website that they would not fulfill or provide any flights that were purchased under their Promo packages ; in other words, all of my purchased airline tickets with the company were cancelled. \n\nThe company also announced that the amounts I paid ( as well as the amounts that everyone else paid ) would not be refunded to my original form of payment, but rather, they ( XXXX ) would provide customers with vouchers to use on their website in the future for limited flight options that would be at significantly higher prices. Needless to say, I did not accept any vouchers. I did not agree to receive any vouchers nor did I agree to pay a different and higher price for tickets that I had already paid for. I agreed to purchase and receive airline tickets for the original amounts that I paid. If the company decided not to honor the commitment it made to provide those flights, then I want ( and deserve ) my money back; refunded to my original form of payment, my Apple credit card by Goldman Sachs. \nI contacted the company XXXX on numerous occasions, via XXXX and via email, and they completely ignored all of my attempts to resolve this matter by issuing me a refund. \n\nAfter XXXX made it clear that they would not issue me a refund, I contacted my credit card companys bank Goldman Sachs and disputed the aforementioned charges. I submitted ample information and evidence to Goldman Sachs proving that XXXX cancelled the flights that I purchased and refused to refund the money I paid them ; including the announcement they made on their website on XX/XX/XXXX. Since the announcement the company made on their website was in XXXX, I also submitted a separate English translation. \n\nAdditionally, the XXXX  governments Justice Department has stated that the company XXXX can not oblige customers to accept vouchers as a form of refund for cancellations of purchases that the company made voluntarily. The company XXXX is being sued by hundreds of thousands of customers for breach of contract and for refusal to refund customers funds to their original form of payment. They are also being investigated by the XXXX  governments Justice Department. \n\n\nOn XX/XX/XXXX, I received two emails from Goldman Sachs regarding the outcome of the disputes I had opened with them regarding the charges from XXXX. To my surprise, Goldman Sachs decided against me and allowed the charges to remain on my account. They sided with XXXX because, in Goldman Sachs words : The evidence we received shows the merchandise purchased was delivered undamaged or services purchased were provided as described. \n\nThe first week of XXXX, XXXX I contacted Goldman Sachs and informed them that XXXX had blatantly lied because the airline tickets that I had purchased were cancelled by them in XXXX, XXXX and I never received any tickets/products. Since Goldman Sachs noted in their e-mail to me that the company had provided evidence claiming that I received the airline tickets, I requested that the evidence be sent to me so I could review it. I was told that I would receive the merchants evidence in a few weeks. I also reopened both dispute cases in the hopes that someone would correct the error made in deciding the previous cases against me. \n\nI never received any merchant evidence from Goldman Sachs. In XXXX, XXXX, I called Goldman Sachs again and inquired as to why I never received the purported evidence that they used to decide against me in my dispute case with XXXX. Several different managers and supervisors from Goldman Sachs informed me that they had no record of any evidence that the merchant had sent them and they could not explain to me why I was told that there was evidence. I then made another request to receive all the evidence that XXXX sent to Goldman Sachs and that was used in deciding the dispute case against me. To this date, I have still not receive any such evidence. \n\nOn XX/XX/XXXX and on XX/XX/XXXX Goldman Sachs sent me two ( 2 ) separate e-mails where, yet again, they decided against me in the two ( 2 ) dispute cases that I had reopened against XXXX in XXXX, XXXX. Interestingly, the reason listed in the e-mails from Goldman Sachs this time was different from the one they listed on XX/XX/XXXX. This time, Goldman Sachs noted that I lost the dispute against XXXX for the following reason : We further investigated the dispute and reviewed any additional information t\n\nhat may have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim. I have been dealing with this issue for almost six ( 6 ) months now. I am exhausted, frustrated, perplexed, confused, sad and downright indignant! This is not a complicated nor nuanced case. This is a case of right and wrong ; a case of what is just and unjus\nt. At its very core this is a simple case of consumer rights- the right of a consumer to receive a product or service for monies paid ; the right to be heard and to be treated fairly ; the right to be protected from undue hardship ; the right to seek and to receive a fair resolution to grievances. These rights have been denied to me by the very company that was supposed to uphold them - my bank Goldman Sachs. \n\nMy only recourse now is to take legal action in the hopes that this will level the playing field in this unjust ongoing dispute that I am having with Goldman Sachs.","date_sent_to_company":"2024-01-25T06:40:11.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"32828","tags":null,"has_narrative":true,"complaint_id":"8219987","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2024-01-25T06:03:49.000Z","state":"FL","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The first two ( 2 ) airline tickets were purchased on XX/XX/XXXX for flights from XXXXXXXX XXXX XXXXXXXX, XXXX to XXXX, XXXX, <em>scheduled</em> for XX/XX/XXXX to XX/XX/XXXX. The <em>payment</em> number/order is XXXX. The amount paid for these two ( 2 ) tickets was US {$610.00}. \n\nThe next two ( 2 ) airline tickets were purchased on XX/XX/XXXX for flights from XXXXXXXX XXXX XXXX XXXX to XXXX, Florida, <em>scheduled</em> for XX/XX/XXXX to XX/XX/XXXX. The <em>payment</em> number/order is XXXX."]},"sort":[13.10849,"8219987"]},{"_index":"complaint-public-v1","_id":"3911933","_score":13.021858,"_source":{"product":"Mortgage","complaint_what_happened":"I initiated a mortgage refinance loan with Sofi on XX/XX/2020 and was told that it would take approximately 60 days to close ; however the loan is still not closed due to repeated mistakes on their part. I am not submitting any documents or records for this complaint, since all of the issues I am describing can be verified by documents in my Sofi account portal and through emails with Sofi staff that have handled my loan. \n\nI submitted all required paperwork for the loan to them on XX/XX/XXXX and had the home inspection was completed by XX/XX/XXXX. We received conditional approval for the loan on XX/XX/XXXX, on which day we also submitted contact information for employment verifications. At that time I was told that no additional paper work or information was needed from me and that the loan would go through regular processing channels ; however from that point forward until today Sofi has made error after error which has resulted in a routine mortgage refinance taking almost 6 months. Below is a summary list of the issues that we have had with Sofi : 1 ) Staff do not routinely return phone calls, voice mails or emails. They do not acknowledge receipt of paperwork, information or requests for assistance/clarifications.\n\n2 ) Staff routinely lose or fail to file paperwork and information that they collect ( employer verifications, documents that come to them directly from current mortgage holder etc ), which results in the applicant needed to follow up on their behalf and to request the same documents/information multiple times from employers, mortgage companies, city tax offices etc.\n\n3 ) The process for managing the loan is completely unclear and staff are unable/unwilling to explain who/which offices or departments are responsible for the loan during different points in the timeline. The initial \" loan officer '' is a person that seem to have no actual engagement with the loan after the preliminary paperwork is signed. He is the only point of contact for whom an email and phone number are provided, yet he is completely unreachable. I had to comb through the Sofi website and make dozens of calls to any phone number I could find on the website to get connected to managers of the various departments that handle the process. The amount of effort I have had to exert to get information and feedback from this company is ridiculous.\n\n4 ) Despite Sofi senior staff admitting that they have made major mistakes with my loan, they do not seem to have capacity to oversee the processing to ensure that it moves forward efficiently and effectively. Each time there was a problem they assured me that they would address it immediately ; however even if they resolved one issue, others arose due to staff who seemed inexperienced and/or did not review the information diligently. At various times it seems that the staff managing the process lost track of my application or were so overwhelmed with other work that they could not follow up with me for weeks. This resulted in the interest rate being extended five times and my family having to submit 12 sets of paystubs and 6 months of mortgage and bank statements ( so far ).\n\n5 ) Some of the most egregious problems that have occurred so far include what may be considered as predatory lending practices ; 1 ) failure of Sofi to send us ANY closing documents until 3pm of the day that we were scheduled to sign the documents in front of a notary at 5pm ; 2 ) the closing documents that were sent were incomplete and did not contain information on the monthly payment that was due ; 3 ) the closing documents stated that we needed to provide {$2600.00} cash at close, which was not what had been agreed upon in multiple earlier conversations and emails ; 4 ) the failure of Sofi to provide a SINGLE person who could answer any of our questions after we received the incomplete and inaccurate CD ( two staff that were responsible for my loan were on leave and the other was unreachable ) ; 5 ) inability on the part of Sofi to cancel the notary appointment ( that they scheduled ) after I emailed everyone to let them know that we could not sign the documents since we had not been able to review them fully or get answers to our questions ; 6 ) pressure from the notary that they hired to sign the documents ( he claimed that he could not leave my house without either the signed documents or instructions from the loan officer - of course he could not get in touch with the loan officer ) and ; 7 ) learning after the closing fiasco that the {$2600.00} cash at closing was to cover city taxes- which had already been paid in full by the current mortgage company.","date_sent_to_company":"2020-10-21T20:40:24.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"22304","tags":null,"has_narrative":true,"complaint_id":"3911933","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Social Finance, Inc.","date_received":"2020-10-21T19:35:39.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["unclear and staff are unable/unwilling to explain who/which offices or departments are responsible for the loan during <em>different</em> points in the timeline."]},"sort":[13.021858,"3911933"]},{"_index":"complaint-public-v1","_id":"8811331","_score":12.507354,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I made a future payment to Kohls. Before the payment was able to post, my debit card was stolen and I had to close it. This is all verifiable through XXXX and the details were all sent to Kohls a year ago to prove that this happened. Because my card had to be closed and the payment was linked to that account, Kohls was unable to draft my payment and they did NOT contact me to let me know. With all of the commotion going on, I didn't even realize that was on the horizon. I was unaware that they were not able to draft the payment and it went delinquent. Instead of calling me or sending a letter or email to try to collect the payment and make it right, they let it go and then reported it to the credit bureau. I have had my account with Kohls for 20 years, never having a 30 day late payment. This was truly an oversight due to the theft on my checking account. I asked them to remove it in good faith since I was able to prove that I had theft and they refused. I feel that this is unfair to me, since I made the payment and it didn't go through by no fault of my own. My credit report speaks for itself. I should not be penalized for the next 7 years because someone stole from me. Kohl 's has treated me terribly and I will never shop there again. I have closed my account, which was oldest and longest standing account. I have spent a lot of my hard earned money supporting Kohls. I was a XXXX member. Due to the extremely poor way they have handled this, I will never go there again. I have cancelled my card. I have cut up my husband 's card up. My kids will never wear their clothes and I won't buy from Kohls for family or friends ever again, even if that is what is on the registry. The recipient will get cash. Kohl 's will never get another XXXX from me due to the way they mishandled this situation. I do not understand how they feel it is ok to make someone pay for a mistake that was not their own. At any point their collection department could have reached out to me to ask for another payment method or even let me know the payment failed. They took XXXX responsibility for this. Every other creditor that I work with calls if a payment does not go through for any reason. Why wouldn't Kohls? Why do they go to the extreme of just reporting it instead of calling a long time customer and seeing if there is a problem? This was in such poor taste and I couldn't be more disappointed in a company than I am with Kohls. \nTo make matters worse, I reached out XXXX times to the vice president of Kohl 's through email as well, asking for her consideration with no regard or reply. My emails went completely ignored. To say that they do not care about their customers, is a complete understatement. \nI would like someone to really look at my credit, my payment history, and to reconsider this biased terrible and unfair decision that was made. It simple was not right. I'm not sure who they have in management there, but it's a joke. Who makes these decisions? They need to be trained differently. I'm still in awe at how this was handed. Even a year later, I can't let it go. Keeping this on my credit for the next XXXX years when it was NOT my fault just isn't right. I would like this to be reconsidered by someone that can truly look at my history and see that I don't make late payments, that I had a payment scheduled, and that it WAS NOT my fault! My card was stolen and I can't help that the world has turned into what it has. Kohl 's should have called me after a week to let me know the payment was not made, just like any other creditor would have done, and this would have never happened. They didn't do their part. Instead, they just sent my account to the credit bureau and refused to fix the error. It's sick and sad.","date_sent_to_company":"2024-04-19T18:21:26.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"60540","tags":"Servicemember","has_narrative":true,"complaint_id":"8811331","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-04-19T17:31:54.000Z","state":"IL","company_public_response":null,"sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["Instead, they just sent my account to the credit bureau and refused to fix the <em>error</em>. It's sick and sad."]},"sort":[12.507354,"8811331"]},{"_index":"complaint-public-v1","_id":"8626147","_score":12.411278,"_source":{"product":"Student loan","complaint_what_happened":"MOHELA - I am enrolled in PSLF and IDR with repayments beginning XX/XX/XXXX. Despite having created my account and enrolling in auto debit in XX/XX/XXXX they messed that up and I had to manually pay on XX/XX/XXXX which I did in the full amount owed, XXXX. Auto-debit began from my bank account to MOHELA XX/XX/XXXX and continued to pay on the exact XXXX date of every month : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. On XX/XX/XXXX I received an email and letter from MOHELA stating that I missed my XX/XX/XXXX payment. My bank statement said I paid and the account online stated I paid but claims the payment posted on XX/XX/XXXX. When I called MOHELA on XX/XX/XXXX I spoke to XXXX who apologized for the errors and stated that my account had posted payment on XX/XX/XXXX. I also received an email letter from MOHELA stating that they received my payment on XX/XX/XXXX. I have never once missed a payment on IDR and PSLF since enrolling XX/XX/XXXX through all now 4 different servicers. ONLY MOHELA is problematic. In addition to claiming I did not pay, they added a late fee of {$67.00}. I was informed by XXXX on XX/XX/XXXX that this would be rectified and removed by end of business on XXXX. It was not. In fact, on XX/XX/XXXX my online account showed that I owed {$1200.00}. I called to inquire and s/w XXXX who was very incompetent and gaslit me telling me i never paid in XXXX and I owed {$1200.00} as my regular payment. I am in IDR and auto debit for XXXX. She then confirmed I was correct and repeatedly put me on hold to talk to her supervisors and team lead but was adamant to me that I was not allowed to s/w them as they arent allowed to come on the phone. Then it was confirmed to me that I did make my XXXX payment on the XX/XX/XXXX date in full and it was auto debit. Then I was told I still owed the {$1200.00}. Then I was told that the reason my payment was so high was because I paid too much at once. I was confused by this. She then told and and I saw on my online account that all my monthly payments from XX/XX/XXXX through XX/XX/XXXX were paid on XX/XX/XXXX. This is fraud. I have bank statements to prove this and on XX/XX/XXXX my account did not show that but showed the actual dates I paid. I sadly do not have a screenshot of that but should have taken one I knew it. They refuse to fix my account. Calling them is always 1-3 hours on hold and then another hour on the phone to not resolve anything. I was told a supervisor would call back the next day. AT XXXX I received a call from an automated machine telling me that I missed a call. How?! I answered it. So they had XXXX intent to follow up and the automated machine told me i missed the call I answered and then also I had to call back the main XXXX number which is another 3 hours on hold to not even speak to someone who can help me. We go round and round for weeks with the same nonsense and nothing gets resolved. Additionally, my IDR plan was scheduled to change for payments on XX/XX/XXXX coming up - I had applied when mine was due- the reapplication in XX/XX/XXXX. MOHELA did not touch it yet my other loan company did in XXXX. I was told this would be expedited. As of XX/XX/XXXX I was informed my IDR was denied and also cancelled. My account shows both and no reasoning as to why this happened. No one could answer this for me when I called and wasted another 3 hours of my life on hold. Federal student aid states all IDR was put on hold b/c MOHELA needed to catch up. Well my account in one section states my IDR is still XXXX and not scheduled to renew until XX/XX/XXXX. However, my account now also says I was denied XXXX and that my XX/XX/XXXX payment is XXXX and ALSO that i owe {$1200.00}. I do not owe this. I can not pay this. I have never missed payments for XXXX. This is absurd and no one at MOHELA will fix this or take care of it at all. I have to work and can't call daily. Every time you call it's extreme absurd hold times and everyone gives a different answer ; it's bordering weaponized incompetence. I can't have this amount of money taken every month, that is a whole paycheck and then I can't pay rent or eat. They refuse to work with me and my income and family size has not changed since pre-covid so how they are denying and also fraudulently messing my account up is beyond me! They seem to clearly be trying to reap as much repayment as possible since i'm almost done with PSLF and trying to boot me out of it on purpose so that I am trapped. This is completely absurd. I also went to a predatory lending school and am already in a nightmare on top of this nightmare. ALL OF THE DOCUMENTS OF EVIDENCE I WOULD LIKE TO UPLOAD HAVE PRIVATE INFORMATION ABOUT MY ACCOUNT OR MY BANK ACCOUNT SO I CAN NOT UPLOAD THEM BUT AM HAPPY TO SHARE WHEN SOMEONE TAKES MY CASE.","date_sent_to_company":"2024-03-25T16:43:38.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"60634","tags":null,"has_narrative":true,"complaint_id":"8626147","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MOHELA","date_received":"2024-03-25T16:26:07.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I received an email and letter from MOHELA stating that I missed my XX/XX/XXXX <em>payment</em>. My bank statement said I paid and the account online stated I paid but claims the <em>payment</em> posted on XX/XX/XXXX. When I called MOHELA on XX/XX/XXXX I spoke to XXXX who apologized for the <em>errors</em> and stated that my account had posted <em>payment</em> on XX/XX/XXXX. I also received an email letter from MOHELA stating that they received my <em>payment</em> on XX/XX/XXXX."]},"sort":[12.411278,"8626147"]},{"_index":"complaint-public-v1","_id":"7323332","_score":11.356138,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I took out a small installment loan to help build up my credit on XX/XX/XXXX with the company Possible Finance for a principal amount of {$180.00}. The amount I owed was {$210.00} after interest and fees. I had fallen behind on the loan due to financial hardship and Covid ultimately prolonging the hardship causing me to default. \n\nI was trying to take care of my outstanding loan balance in XX/XX/XXXX which I had tried to pay in full several other times but was unable to due to their app not working and not being able to speak with a customer service rep given their phone number they provide is automated and hangs up on you. They only communicate through email which are untimely, uninformative, and do not address any real concerns or issues of the customer in my experience. They also make you provide your SSN and DOB in the email before they will respond to you which is NOT SECURE so the fact that they do not provide a way to communicate with customer service over the phone is very sketchy. \n\nI went to pay my balance in full on XX/XX/XXXX and it showed me owing {$210.00}. and when I confirmed submission of my payment the {$210.00} was also displayed. After I went back to the home page, it said my payment was processing for {$280.00} which I did not authorize. I emailed the cust. serv. rep explaining the situation and asked him to cancel my payments until the amount was verified. They would not cancel my payments nor could tell me why {$69.00} extra dollars was added which is FRAUD. They were extremely rude and THREATENED to keep harming my credit. I had to reach out to my bank and have them stop the transactions. To be clear, I made possible finance aware of this BEFOREHAND, stating I wanted verification of the {$69.00} charge. \nPossible Finance then went and reported a negative remark to my credit report and said I was late by {$280.00} when for two consecutive years {$210.00} has been reported every month. They also dont report until the last day of the month. This was reported on XX/XX/XXXX. \n\nMy contract specifically states in my loan agreement that the interest and monthly maintenance fee are already included in my finance charge which comes out to {$210.00} when added to the {$180.00} principal loan amount. My contract also states PROMISE TO PAY. You promise to pay us the sum of {$210.00}, which includes the loan Principal Amount shown above, plus the Finance Charge stated above, in installments. I had asked them to send me a breakdown of the accounting to verify and refused. They were reporting scheduled payments of {$110.00} every month to my XXXX credit report which wasnt accurate. I had not had a scheduled payment since XX/XX/XXXX for {$54.00}. Also the status showed with an attorney when it was never with an attorney and I never received one communication from them besides an automated email that my loan was in default and payments were frozen until I updated my payment information in which I couldnt update any information due to their app not allowing me to. My account also never showed any indication that it was closed even though they reported it as closed and changed the closed dates several times in which I have documented screenshots of. I can log in right now and it doesnt even show my account closed after the fact. When I tried to log into the app in XX/XX/XXXX it kept giving me an error message and to contact customer service at the phone number that is AUTOMATED and hangs up on you. It took almost two months from XXXX of XXXX to the end of XX/XX/XXXX to finally make my payment in full. I had to wait while they were looking into and trying to fix the issue for me to pay my balance in full. Meanwhile, Possible Finance continued to report NEGATIVE AND INACCURATE information during those two months when THEY WERE FULLY AWARE I could not pay until they fixed the issue further violating my rights and the directly in violation with the FCRA. The timeline of events is all provided in the email chain attached. \n\nI have tried to have my credit updated for over a year by this company as they are stilll reporting inaccurate and unverifiable information. I sincerely believe that this company has KNOWINGLY continued to furnish inaccurate information to my credit causing extensive damage. I also believe this inaccurate information has been erroneously verified by the major credit bureaus despite my multiple attempts at correction with documentation provided that completely dispute the accuracy of the account in question. \n\nI have sent email after email with documentation attached showing the inconsistencies, I have asked numerous times in writing for them to provide me with verification of the accuracy on what they are reporting in which I have never received a single thing nor have they bothered to try and clarify things. I have asked for transparency on how this account is being investigated when my documentation shows the accounts are NOT ACCURATE. My concerns have continued to be ignored and I continue to be gaslit by both Possible Finance and the Credit Bureaus. The timeline of events is all provided in the email chain attached. \n\nI have meticulously documented my credit files including dates, status changes, amounts, etc which have seemed to randomly change from month or month with no explanation. My account was never in a charge-off status until AFTER I reached out to make my payment in full on XX/XX/XXXX. My account was reporting as Seriously past due date/ assigned to attorney, collection agency, or credit grantor 's internal collection department up until XX/XX/XXXX. Possible Finance directly stated in an email to me that says word for word \" We do not send customers to collections and we do not work with any 3rd party collection agencies. You are correct, your loan is not handled by an attorney/collections agency. '' How can you report that on my credit file for almost two years and get away with it? I filed a complaint with the Ohio AG on XX/XX/XXXX Complaint # XXXX in which I also provided documentation of what my credit reports showed. In turn, this company lied in their response to a government agency, when the documentation provided directly conflicts with their statements of what they have been reporting on my credit file. \n\nMy credit file shows that Possible Finance furnishes updated information to the bureaus at the END OF EACH MONTH. In all the automated emails I have from them they also state We report to 2 of the 3 major credit bureaus, XXXX and XXXX, on the last day of each month. The month of XXXX in particular, Possible went in and updated my report TWICE. Once at the beginning of the month on XX/XX/XXXX where they erroneously updated my balance to {$280.00} and reported as a NEGATIVE remark to my credit in which I got notifications on all platforms ( I was never notified prior to this of negative remarks from any of the credit monitoring apps I use ) .. Coincidently, that was two days after I reached out on XX/XX/XXXX about paying my balance in full where they refused to cancel my payments until the extra {$69.00} was verified. It was IN FACT A SYSTEM ERROR AND I NEVER OWED {$280.00}. They then again reported at the end of the month on XX/XX/XXXX which was when they regularly reported to the bureaus every month. This provides very convincing suspicion that this was an INTENTIONAL act to harm my credit even further. The fact that they state \" the report will take time to reflect as we update at the end of the month '' provides more proof that Possible Finance intentionally accessed my report off their normal schedule of reporting to report negative information which they refused to verify, also threatening to continue harming my credit, further violating my consumer rights. \n\nI have the email chain of reps, yes more than one, threatened to continue to harm my credit when I physically could not pay off my account due to the app not allowing me and the total illiteracy of this company to verify and provide me proper documentation upon request. I tried to pay it in XX/XX/XXXX and again, the app would not let me log in, and there is no one you can call to speak with. Emails go unanswered for days to weeks at a time and are more one-sided than anything. \n\nThey have continuously violated the FCRA and my consumer rights by reporting erroneous information to the bureaus. I have asked for documentation over and over which is very well documented, for them to verify the accuracy of their reporting and still will not provide me anything. My XXXX and XXXX accounts are reporting completely different. My XXXX is reporting the account number XXXX which I have no association to and my XXXX is reporting the account number as XXXX which I also have no association to. The closed dates have changed multiple times, the dates of alleged collections have changed, the status has changed multiple times, etc. I have detailed records and screenshots of every instance that are timestamped. \n\nI also just came across an ACH authorization document on my account which appears to be FRAUDULENTLY SIGNED. It says the document was electronically signed by XXXX XXXX on XX/XX/XXXX and right underneath it, it shows the date CREATED WAS XX/XX/XXXX. THAT IS FRAUD AND I DID NOT SIGN THIS DOCUMENT OR AUTHROIZRE IT. If you refer to the email chain on XX/XX/XXXX, the same day this document in question was fraudulently signed via electronic sig, I said I was sending in a money order. There was no mention of me paying via ACH. My loan agreement also has an address on it that I did not live at upon acquiring this loan, and the loan agreement is signed as XXXX XXXX which I have asked previously for verification on and has been ignored. I also have email proof of that. To be clear, I never sign anything as XXXX XXXX I always sign XXXX XXXX XXXX reading some of the other complaints it raises the suspicion that documents are being altered or created fraudulently.","date_sent_to_company":"2023-07-29T22:10:55.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"44512","tags":null,"has_narrative":true,"complaint_id":"7323332","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Possible Financial Inc","date_received":"2023-07-29T22:05:12.000Z","state":"OH","company_public_response":"Company believes the complaint provided an opportunity to answer consumer's questions","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["I went to pay my balance in full on XX/XX/XXXX and it showed me owing {$210.00}. and when I confirmed submission of my <em>payment</em> the {$210.00} was also displayed. After I went back to the home page, it said my <em>payment</em> was processing for {$280.00} which I did not authorize. I emailed the cust. serv. rep explaining the situation and asked him to <em>cancel</em> my <em>payments</em> until the amount was verified. They would not <em>cancel</em> my <em>payments</em> nor could tell me why {$69.00} extra dollars was added which is FRAUD."]},"sort":[11.356138,"7323332"]},{"_index":"complaint-public-v1","_id":"3882357","_score":11.2997,"_source":{"product":"Mortgage","complaint_what_happened":"Below is a copy of the Notice of Error sent to M & T Bank : XX/XX/XXXX To : M & T Bank c/o M & T Bank-Mortgage Payoffs XXXX XXXX XXXX XXXX XXXX XXXX. \nXXXX XXXX  XXXX, MD XXXX From : *name and address* NOTICE OF ERROR XXXX Re : Error Resolution Notice under 12 C.F.R. 1024.35 Mortgage Loan Number : **** I am writing to request correction of the error described below in regard to the mortgage on my property at *property address*.\n\nEnclosed is a copy of the response from you, M & T Bank, to the  XX/XX/XXXX request for payoff figures, sent to third party, XX/XX/XXXX, with a copy received by me via USPS today,  XX/XX/XXXX. \n\nEscrow Errors : On Pg. 3 of the enclosed document under the ESCROW section is stated as follows : According to our records, listed below are your next tax and/or insurance items to be paid :  {$780.00} XX/XX/XXXX HUD-risk Based Ins Prem {$1100.00}XX/XX/XXXX XXXX County {$1.00} XXXX XXXX XXXX  The HUD-risk Based Ins Prem item for {$780.00} is the error that needs to be corrected. \n\nThe above outlined error is Force-Placed Insurance, which under the guidelines of Federal Law, you have no right to impart on this account. Under Federal Law, the servicer must reasonably believe that the borrower has failed to maintain insurance coverage on the home before purchasing a Force-Placed Insurance policy. Furthermore, under Federal Law, the servicer must send the first  notice at least 45 days before purchasing a force-placed insurance policy. The servicer must then send a second noticea reminder noticeno earlier than 30 days after the first notice and at least 15 days before charging the borrower for force-placed insurance coverage. This notice must include the cost of the force-placed insurance or a reasonable estimate of the cost. ( 12 C.F.R. 1024.37 ).\n\nYou have followed none of the above outlined Federal Law requirements for Force-Placed Insurance.\n\nThe enclosed Response to theXX/XX/XXXX request for Payoff is the first document that states the cost of the Force-Placed Insurance. No previous notice with the cost or a reasonable estimate was provided prior to this Payoff letter, as is required by Federal Law.\n\nInsurance coverage on my property has remained the same for the past 14 years, renewing each year in XXXX, with a renewal Certificate of Insurance provided by my insurance agent via fax to the mortgage service provider at the time of renewal each year. There has been no lapse in coverage, non-payment, cancellation or expiration of coverage during the last 14 year period, leaving no reason for the lender to believe I as the borrow have failed to maintain insurance coverage before purchasing Force-Placed Insurance as stated by Federal Law.\n\nI have submitted evidence of coverage multiple times to M & T Bank over the last several months, using various methods of communication. The insurance agent has faxed a copy of the  Certificate of Insurance multiple times, I have uploaded a copy on the website more times than I can count, and I have even mailed a copy via USPS.\n\nDue to the egregious violation of Federal Law with the Force-Placed Insurance applied to my account, I will be submitting a copy of this Notice of Error with a formal complaint to the Consumer Financial Protection Bureau ( CFPB ), and I do expect a response on this matter from M & T Bank.\n\n*************************************************************************************************** I would like to add that I am in the process of refinance with a new mortgage lender provider and that the payoff of the loan with M & T Bank will occur within the next few days. However, as this is an ongoing issue with M & T Bank over the course of many months,  beginning in XX/XX/XXXX and continuing to the present, with threatening letters and the addition, and then the subsequent removal of Force-Placed Insurance on my account, I am requesting intervention. \n\nI have carried insurance on my property for the past 14 years since original purchase that has not lapsed, been cancelled, expired, or changed. Evidence of this coverage has been sent to the various lenders over the last 14 years, including M & T Bank. I have had two loans with M & T Bank, leading to a refinance of one M & T Bank loan to the current M & T Bank loan in XXXX. During the last 14 year period, covering the span of two loans with M & T Bank, there has never been an issue with insurance coverage, with either M & T Bank or any of the previous lenders. My new mortgage provider, XX/XX/XXXX, scheduled to close this week, has verified and confirmed my insurance coverage with no issue, which is the exact same insurance coverage that has been provided to M & T Bank time and time again over the course of the last few months. \n\nI have received several notices from M & T Bank stating that my insurance coverage has expired or been cancelled and threatening to add the Force-Placed Insurance if I do not provide evidence of coverage. These threats began only this year, XXXX, the first of which occured in XX/XX/XXXX, although there have been no changes to my insurance over the course of two loans with M & T Bank, the  current loan dating back to XX/XX/XXXX. Each time, my insurance agent faxes the certificate of insurance, I upload a copy to the website provided in the letter, and I have even gone so far as to mail a physical copy. I then receive notification that the coverage has been accepted, and the Force-Placed Insurance will be removed. A few weeks later another threatening letter arrives stating the insurance has expired or been cancelled, and they cycle continues. \n\nObviously, this is some pathetic employee at M & T Bank trying to justify their position during the Covid-19 pandemic, but I HAVE HAD ENOUGH. I became so frustrated with the never ending cycling of verifying insurance coverage, that I chose to refinance through a completely different lender and sever all ties with M & T Bank. \n\nMy last communication from M & T Bank was in XX/XX/XXXX, another letter stating insurance has expired or been cancelled. I had just provided an updated copy of my XXXX in XX/XX/XXXX, as did my insurance agent, via multiple methods of communication, as the policy renews in XXXX each year. At this point, my insurance agent will not even fax another copy to M & T Bank as she has done so repeatedly and they do not stop requesting. She has stated the dates she has faxed the policy, and the renewal and will no longer entertain this nonsense, and I can not blame her for that. I uploaded copies to the website and put a copy in the mail and thought that would be the end of it, since I am refinancing with a new lender anyway. \n\nI then received the copy of the Payoff which was requested by XX/XX/XXXX on XX/XX/XXXX. My copy arrived via USPS on XX/XX/XXXX. On the Payoff letter is a charge for Force-Placed Insurance in the amount of {$780.00} to be charged from my Escrow account on XX/XX/XXXX. \n\nM & T Bank has violated several Federal Laws regarding Force-Placed Insurance with this Payoff statement, as outlined in the Notice of Error I sent to them. \n\nIn addition to the countless times and various methods I have sent evidence of continued insurance coverage to M & T Bank, XX/XX/XXXX has also verified and confirmed the coverage in order to proceed with my refinance. There is NO QUESTION here as to my insurance coverage, and M & T Bank is completely out of line and in violation of Federal Law for adding the Force-Placed Insurance to my account. \n\nI fully expect my loan with M & T Bank to be paid in full by the new mortgage service provider,XX/XX/XXXX, before the charge listed on the Payoff statement can be processed on XX/XX/XXXX. However, as the charge would be paid from my Escrow account, of which the balance is to transfer to the new loan as funds for payment of property taxes, I am taking no chances with M & T Bank fraudulently withholding funds from my Escrow account to pay for Force-Placed Insurance that I do not require, and I am requesting a review of this matter with you, the Consumer Financial Protection Bureau. \n\nM & T Bank is a disgrace to the hard-working American consumer and should be punished accordingly for their flagrant disregard for Federal Law.\n\nThank you for your time and attention to this matter.","date_sent_to_company":"2020-10-05T22:45:58.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"29707","tags":null,"has_narrative":true,"complaint_id":"3882357","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"M&T BANK CORPORATION","date_received":"2020-10-05T21:26:49.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["A few weeks later another threatening letter arrives stating the insurance has expired or been <em>cancelled</em>, and they cycle continues. \n\nObviously, this is some pathetic employee at M & T Bank trying to justify their position during the Covid-19 pandemic, but I HAVE HAD ENOUGH. I became so frustrated with the never ending cycling of verifying insurance coverage, that I chose to refinance through a <em>completely</em> <em>different</em> lender and sever all ties with M & T Bank."],"issue":["Trouble during <em>payment</em> process"]},"sort":[11.2997,"3882357"]},{"_index":"complaint-public-v1","_id":"8445697","_score":11.270882,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XX/XX/XXXX, I purchased a XXXX XXXX XXXX vehicle with XXXX miles from XXXX Auto Sales in XXXX, NJ. At this time I was a full-time student and was receiving unemployment under XXXX relief. A major part of the reason I decided to finance a vehicle instead of buying XXXX outright was that I was determined to build my credit. I had no idea financing through Credit Acceptance, a company I'd never heard of at the time, would cause me so many problems in the long run. At the dealership, while looking at the loan agreement in front of me ( which I will attach here ), I specifically remember asking the man at the dealership, \" why does it say the amount financed is around $ XXXX but my total financing cost ( appears on contract as \" total of payments : the amount you will have paid after you have made all payments as scheduled '' ) shows $ XXXX? '' The man said that the only reason it said $ XXXX was that that would have been my final cost at the END of the loan IF I had only paid the minimum payment for the ENTIRE LOAN TERM, and that at that point every payment I ever made would have equaled $ XXXX. I trusted that he was being honest, and that the company I was financing with, Credit Acceptance, would be honest. The man at the dealership suggested either refinancing the vehicle in XXXX year to cut down on interest or selling it after a year so that I have it long enough to build my credit up, so I intended to wait a year and sell the car. I paid every payment on time, then just over a year later, I started exploring my options to sell the car, including getting offers from companies like XXXX and XXXX. When I accepted XXXX of their offers ( in XXXX or XX/XX/XXXX ), I would have been able to pay just a few XXXX on top of what they offered me, and would have gotten out of my loan with better credit than when I started the loan. However, when the time came for either Credit Acceptance or the dealership I bought the car from to produce the title for the company that wanted to buy my car, they \" couldn't find it. '' I dealt with this for months ( I believe this lasted from XX/XX/XXXX to XX/XX/XXXX ), and even involved the XXXX, who eventually gave them a time limit to either produce the title, or to cancel my loan, refund me all the money I'd paid toward the car, and come pick the car up ( I believe they were given 30 days ). On the LAST day they were allowed to produce the title, I called the XXXX and told them that I still had not received word that the title had been found. By this point, I had of course realized that the \" lost title '' was just them stalling to try to keep me stuck in the loan for as long as possible, and to get as much money out of me that they could, probably hoping I'd give up and say \" it's ok I'll just keep the car. '' But miraculously, the title was \" found '' .... on the last day they were allowed to produce it. I remember saying to the XXXX agent on the phone that it seemed suspicious that the title was found on the last allowed day ( after I'd been trying for months to get this issue figured out ) and asked if there was any way to make sure that the title wasn't forged or something ( something like this never would have crossed my mind if the whole situation hadn't been so odd ) ; I believe the agent agreed that it was pretty odd and that the title must have been confirmed valid. Unfortunately, since the company that had originally wanted to buy my car had already waited months and used car values had changed, their offer had also changed and I was offered significantly less for my car. I decided that at this point ( summer XXXX ), I should probably just keep the car until used car values went back up ; Credit Acceptance had succeeded in keeping me stuck in their horrible and predatory loan agreement. By XX/XX/XXXX, my financial status had changed, and I was no longer able to make my car payments on time regularly, and the value of my car had only gotten lower. After the company calling me countless times per day ( if I remember correctly, it was usually over XXXX times per day ), even after XXXX at times, from multiple different phone numbers each day, and almost taking the car XXXX  unless I paid them in front of the tow truck driver ( expecting payment to stop the repossession process is understandable of course ), I decided a voluntary repossession would be in my best interest, I gave the car back to Credit Acceptance ( my account history shows that this happened in XX/XX/XXXX ). Now, in XX/XX/XXXX, I'm trying to build my credit back up and pull my credit report ; I notice that numerous accounts are reporting inaccurately, including this auto loan through XXXX XXXX. I saw that they were reporting a different Date of Last Activity to each credit bureau, and a different payment history ( I will attach this section of my XXXX credit report ). I also saw that they were reporting that I owe {$18000.00}, which I thought was suspiciously high since the total of all monthly payments I made equals about {$11000.00}. I disputed these inaccuracies a few times with the credit bureaus, and contacted XXXX XXXX by phone on XX/XX/XXXX to request that the account information and the amount that they say I owe be mailed to me. During this phone call, the agent I spoke with offered me a settlement amount of \" 80 % off '', or {$3600.00}, which I requested also be mailed to me so that I had it in writing -- he said it would be, but I did not receive the settlement offer in the mail, only the account balance and payment history. ( I did record this phone call and can send it to CFPB if it would be helpful at all ). A couple days ago I received the information I requested in the mail ( I will attach it here ) ; It says that my \" INITIAL BALANCE '' was actually {$32000.00} and not the {$18000.00} that my loan contract stipulated, that my \" remaining balance '' is {$16000.00}, and that my auto loan is {$18000.00} past due ( this last amount is not indicated anywhere else ). I am horrified that a company would do this to people. There is absolutely no way I would have ever taken that loan if I'd known they'd try to force me into paying almost {$32000.00} for that car, I never agreed to that and never would have agreed to it under any circumstances, and it was indicated ( both verbally and on my loan agreement ) that I would only ever pay that amount if I'd kept the car for the entire loan term and only paid the minimum payment for the entire term. So to me it appears that XXXX XXXX violated the Truth In Lending Act, the FDCPA, and FCRA. They hid costs in my loan agreement and completely misrepresented the loan terms, used predatory and illegal debt collection practices, and refused to produce the title to the car when it appeared they'd lose out on more money from me if I had been able to sell the car. They reported XXXX different dates of last activity to each credit bureau and XXXX different payment histories, and reported an incorrect balance owed. Judging by everything I have read about XXXX XXXX, I believe each XXXX of these deceptive and predatory acts were done completely intentionally. It's heartbreaking knowing that I took this car loan thinking it'd be an opportunity to improve my credit and finding out the hard way that doing business with XXXX XXXX ultimately only hurt my credit, prevented me from pursuing certain job opportunities, and made my financial situation worse. I truly just want to be done with this predatory company -- - I want the loan to be completely removed from my credit report and blocked from ever being reported again. I tried disputing the account 's information with all XXXX bureaus for the severity of the errors/inaccuracies and inconsistencies, both by mail and online dispute, but nothing has been done by the bureaus as a result of any of these disputes.","date_sent_to_company":"2024-02-29T20:26:42.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"044XX","tags":null,"has_narrative":true,"complaint_id":"8445697","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CREDIT ACCEPTANCE CORPORATION","date_received":"2024-02-29T18:14:57.000Z","state":"ME","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees charged"},"highlight":{"complaint_what_happened":["They hid costs in my loan agreement and <em>completely</em> misrepresented the loan terms, used predatory and illegal debt collection practices, and refused to produce the title to the car when it appeared they'd lose out on more money from me if I had been able to sell the car. They reported XXXX <em>different</em> dates of last activity to each credit bureau and XXXX <em>different</em> <em>payment</em> histories, and reported an incorrect balance owed."]},"sort":[11.270882,"8445697"]},{"_index":"complaint-public-v1","_id":"8092096","_score":11.186198,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/XXXX, my husband XXXX XXXX and I ( XXXX XXXX XXXX received a letter from Loan Depot informing us that we had a shortage in our escrow account connected to loan number XXXX, for a total of {$10000.00}. The letter also informed us we had the option to make a lump sum payment of XXXX to keep our mortgage payments at {$3700.00}. \n\nOn XX/XX/XXXX, my husband XXXX requested a Cashiers check from our bank for XXXX and he mailed it via USPS certified mail to the Loan Depot XXXX XXXX in XXXX, California, including the tear-off instructions we received in the mail from Loan Depot XXXX \n\nStarting on XX/XX/XXXX, Loan Depot started debiting biweekly mortgage payments from our bank account with the adjusted, higher mortgage amount of {$2300.00} ( for a monthly total of {$4600.00} ). We realized this was occurring by XXXX XXXX. I contacted Loan Depot on XX/XX/XXXX and a Customer Service associate by the name of XXXX XXXX confirmed that Loan Depot had not received our check for the lump sum payment. We proceeded to check the USPS tracking number, and at that time, it showed the envelope was still in transit. We then went to our bank, and they advised that Cashier checks can not be stopped or cancelled before 90 days had passed. This meant that the earliest we could cancel the check- which at this point we thought was lost in transit- was XX/XX/XXXX. Loan Depot continued debiting the updated, higher mortgage amount from our account during this time. Between XX/XX/XXXX and XX/XX/XXXX, Loan Depot debited 9 biweekly payments for {$2300.00}, totaling {$20000.00}. \n\nIn XXXX, my husband and I returned to our bank after the 90 days had passed from check issuance, and we are able to secure a printout confirming that our check was indeed received by Loan Depot on XX/XX/XXXX, seven days after it was originally mailed by us on XX/XX/XXXX. I contacted Loan Depot on XX/XX/XXXX and a Customer Service Representative then confirmed that our check was received and incorrectly applied to our mortgage payment ( and to our principal ) instead of to the escrow shortage as it was intended. They explained that this happened because checks are processed automatically and if a reference to the escrow is not included in the check, Finance doesnt know where to apply the payment. In reviewing the initial letter we received from Loan Depot in XX/XX/XXXX with the option to make a lump sum payment, there were no specific instructions about memos to include in the check when paying for the escrow difference. Nonetheless, we had included the tear-off instructions we received in the escrow shortage notification letter from Loan Depot along with our mailed check.\n\nAfter my discussion with the Customer Service Representative, she transferred me to her supervisor, XXXX XXXX XXXX. I recounted the situation to him and he confirmed he would begin the process to rectify the payments, apply our check to the escrow shortage and then credit the payments we had made in excess to our XXXX and XXXX mortgage payments. XXXX stated that the process would take some time and that he would keep me informed. He provided his contact number at XXXX. \n\nIn XX/XX/XXXX, we received a letter from Loan Depot dated XX/XX/XXXX stating that we have missed our mortgage payment and need to get in touch with Loan Depot. This came as an unpleasant surprise to us, given our engagement and communication with Loan Depot up until this point. On XX/XX/XXXX I contacted XXXX XXXX XXXX and he confirmed that such letters are sent via an automated process. He further stated that we could ignore the notifications and that we still did not need to make any payments at this point, given the lump payment already made and the payment rectification in-process. XXXX explained that in order to rectify the situation, Loan Depot would reissue the check for our full lump sum payment of {$10000.00}. Then, XXXX would request a stop on the check so that the amount could be applied to our XXXX and XXXX mortgage payments. We would then be receiving a check for the remaining amount that we had paid in excess. XXXX stated he would contact me at that time to set up new, recurring mortgage payments, as they had been scheduled up until this point. During this call, I provided verbal authorization to go ahead with this plan of action. This is the last time that I spoke to XXXX XXXX XXXX directly, although the expectation was for him to be a direct point of contact. I and other Loan Depot representatives have attempted to contact him on multiple occasions. \n\nBetween XX/XX/XXXX and XX/XX/XXXX I called XXXX XXXX XXXX 6 times, leaving voicemails every time requesting a call back. He has not called me back ever since our XX/XX/XXXX conversation. \n\nIn early XX/XX/XXXX, it came to our attention that Loan Depot had now reported us as delinquent on our mortgage payments to the US Credit Agencies. Our previously excellent credit took a hit of XXXX points and is now rated as poor at XXXX points as of XX/XX/XXXX. I contacted Loan Depot once again to request an explanation and rectification as we have been following Loan Depots instructions while they resolve our issue, which was Loan Depots mistake to begin with. The Customer Representative confirmed that Loan Depot will begin proceedings to update the Credit Agencies and remediate our credit. The Representative also confirms to me that Loan Depot has mailed the lump sum check to us, which we had not received. She provides me with the tracking number, and I am able to see that the check was delivered incorrectly to another home as the picture showed a completely different doorway and entry. I reconfirmed my address to the Customer Service Representative, which she confirmed is the same on file with Loan Depot. She confirms that I should hold from making any payments until the situation is settled and we schedule a call to speak again on XX/XX/XXXX. I never receive a call back from this Loan Depot representative either. Meanwhile, my husband and I go around our neighborhood by foot and in a car looking for the distinct door in the picture and are able to locate the house where the check was mailed to, about a mile away from our house. After getting in touch with the homeowner, who has fortunately kept the incorrectly delivered envelope, we locate the check and deposit it into our bank account on XX/XX/XXXX. We continued to await updates from Loan Depot. \n\nOn XX/XX/XXXX I contacted Loan Depot once again to request an update on the correction of our credit report, as my husband and I are beginning our house search process again. I speak to XXXX XXXX, who confirms that our request has been put on hold until we bring our mortgage payments to current. This is the first time that I hear of this step being required. XXXX also informs me that the guidance I received from XXXX XXXX XXXX that we did not need to make payments due to the lump sum received and rectification in-process was incorrect, and that we are contractually obligated to continue making payments. I then proceed to give verbal authorization to debit {$13000.00} from our bank account to bring payments current. XXXX confirms that the earliest our credit could be rectified is the end of XX/XX/XXXX, which prevents our ability to get preapproved on a mortgage for a new home, and we lost a chance to finalize a home that we were hoping to secure for our familys move. We are still unable to consider moving options, take advantage of our historically excellent credit for any financing opportunities or be considered for homes that we would be eligible for, if not for the mistakes and misguidance on behalf of Loan Depot. \n\nAs my family and I returned from our holiday travels, in addition to all of the above, we were welcomed home on XX/XX/XXXX with an incredibly upsetting notification from Loan Depot that we are being put on Notice of Intention to Foreclosure. I check our Loan Depot portal and see that the payment authorized on XX/XX/XXXX for {$13000.00} has been manually cancelled by Loan Depot. I once again contact Loan Depot and speak to XXXX XXXX XXXX, XXXX XXXX XXXX on XX/XX/XXXX. I recounted the situation to her and she confirmed that the payment was stopped due to the process going on internally at Loan Depot. She also mentioned that there is an internal note, dated XX/XX/XXXX that the credit repair process is on hold until we make the payment. I told her that I never received this information and she confirmed she can see that as they are internal notes only. XXXX advises that she will request the Credit department to put a stop to their process and call me back on XX/XX/XXXX to attempt making the lump sum payment over the phone once again. \n\nThis issue has been ongoing for over 6 months. Every time I have contacted Customer Service at Loan Depot, I have received different and incomplete pieces of information, including when speaking to supervisor XXXX XXXX XXXX. Loan Depot has never followed through on their commitments to call me back and provide updates on our case. The sheer number of phone calls I have had to make, and hours I have had to spend on the phone explaining the issue to a different person over and over again, has been one of the most frustrating and infuriating customer experiences I have had in my entire life. Loan Depot has been in possession of over $ XXXX of our money for months, while at the same time being unable to rectify their own mistakes, significantly damaging our credit and our familys ability to secure a new home in the process. It is my sincere hope that you will look into this complaint and identify the multiple process gaps and misinformation that this company has displayed in running their business, and the disregard they have for homeowners vulnerability to their errors.","date_sent_to_company":"2024-01-03T04:16:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"07307","tags":null,"has_narrative":true,"complaint_id":"8092096","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2024-01-03T03:41:27.000Z","state":"NJ","company_public_response":null,"sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["She provides me with the tracking number, and I am able to see that the check was delivered incorrectly to another home as the picture showed a <em>completely</em> <em>different</em> doorway and entry. I reconfirmed my address to the Customer Service Representative, which she confirmed is the same on file with Loan Depot. She confirms that I should hold from making any <em>payments</em> until the situation is settled and we <em>schedule</em> a call to speak again on XX/XX/XXXX."],"issue":["Trouble during <em>payment</em> process"],"sub_issue":["<em>Payment</em> process"]},"sort":[11.186198,"8092096"]},{"_index":"complaint-public-v1","_id":"14389952","_score":10.060703,"_source":{"product":"Mortgage","complaint_what_happened":"Against : XXXX XXXX XXXX XXXX XXXX XXXX XXXX U.S. Bank as Trustee Summary of Complaint : I am submitting this complaint regarding a manufactured home loan originated and serviced by XXXX XXXX XXXX XXXX, later XXXX, with assignments involving U.S. Bank as trustee for a securitized trust. In XXXX  day refused XXXX from the XXXX XXXX and proceeded to foreclose. I countered because they failed too send a certified letter saying that I did not qualify for a loan modification and also the fact that they sold my home while it was still under review for a loan modification.They sold my home XXXX XXXX I was still under the review for a loan modification on XXXX XXXX. US Bank file for the deed, knowing that they did not send a certified letter which is confirmed by their servicer from XXXX point saying that they knew they did not send the letter but yet they still proceeded to file for the deed to the property confirmed by their servicer XXXX XXXX through a signed affidavit. They had XXXX different attorneys admitted that they couldnt prove they sent a certified letter so they admitted that the foreclosure should be Void. The case stalled for XXXX years ( in which Summary judgment should have been granted ) went by then Act 1108 was passed & the judge allowed the bank to amend their complaint, & because I didnt countersue within the XXXX  day window ( WAS NOT A LAW ) at that time, the Judge cancelled our third scheduled jury trial & allowed Act 1108 to affect my vested & Constitutional rights.The Supreme Court had ruled that unconstitutional retroactive law could not affect a persons vested rights & leave him/her defenseless. in XXXX our home insurance issued a XXXX check for a stolen XXXX XXXX XXXX XXXX, I was to sign it and send it to XXXX for their endorsement in which I did but to this day weve never heard anything back about the check or whatever happened to it so we went for XXXX  years without central heat and air. If they would have applied it to our payment, we would never have went into XXXX  or have been foreclosed on.The promissory note and contract for this loan contain multiple inconsistencies and potentially fraudulent terms that have harmed me and caused a wrongful foreclosure against my home.The letter from XXXX about my QWR request states at the last paragraph on how we were current on payments in XXXX but the following XXXX we were XXXX behind!!! The XXXX Deed the banks attorney acted on behalf of the trustee & bid on the property which is against the Arkansas foreclosure laws, which states that a trustee is not allowed to bid on a property for themselves only for the beneficiary. They also did not have a licensed auctioneer or realtor, which is also required by law. They also claim that I assigned them my property which is completely false!! How could the trustee be the servicer also? which is attached at the end of the securitized name. On the property record USBank doesnt have the securitized name attached under the property owner in which states USBank XXXX XXXX XXXX the XXXX!! They were not signed in to the servicing pool by the closing date & also did not have the note & the deed on their person. XXXX of the assignments was not signed in until XXXX years later & XXXX is signed by XXXX XXXX a well known XXXX  XXXX well as many more issues The Retail Installment Contract shows a principal balance of {$43000.00} with an interest rate of 10.25 %. \nThe Promissory Note, however, discloses an Annual Percentage Rate ( APR ) of 10.51 % and a finance charge of {$77000.00} on the same transaction. \nThis enormous finance charge is nearly double the disclosed principal, raising questions of truth-in-lending accuracy, unfair or deceptive practices, and possible fraud. \nThese conflicting rates and terms made it impossible to accurately determine my monthly obligation, which directly led to a loan default, foreclosure, and the loss of my home. \nThere are also concerns about robo-signing of the assignment documents, errors in the legal description, and unexplained discrepancies in the trustees recorded ownership compared to the note and trust documents. \n\n\n\nEmergency Statement : Since XX/XX/XXXX, we have been evicted from our home of 27 years due to this foreclosure, and the property has now been sold while these serious errors remain unresolved. We are currently homeless, living on the street, while the bank proceeds with the sale of our property based on a potentially defective note and contract. \n\nWe urgently request immediate intervention to : Halt any transfer or resale of the property Freeze the foreclosure sale, if still possible Investigate the discrepancies in the note and contract Restore our right to occupy our home while the investigation is pending Investigate the bank and servicer for wrongful foreclosure In addition, our pets remain on the property and are in danger of being permanently removed or harmed because we have been barred from accessing the home. They have repeatedly returned to the property seeking shelter and food. We have no other safe place to house them while homeless. \n\nWe are pleading with the CFPB to step in to protect our rights, safeguard our pets, and help restore our home while these violations are investigated. This is an emergency humanitarian situation in addition to a consumer fraud matter, and we request priority attention.","date_sent_to_company":"2025-08-28T16:47:51.000Z","issue":"Trouble during payment process","sub_product":"Manufactured home loan","zip_code":"720XX","tags":"Servicemember","has_narrative":true,"complaint_id":"14389952","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-07-01T17:00:08.000Z","state":"AR","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Interest rate"},"highlight":{"complaint_what_happened":["They had XXXX <em>different</em> attorneys admitted that they couldnt prove they sent a certified letter so they admitted that the foreclosure should be Void."],"issue":["Trouble during <em>payment</em> process"]},"sort":[10.060703,"14389952"]},{"_index":"complaint-public-v1","_id":"2768198","_score":9.575694,"_source":{"product":"Mortgage","complaint_what_happened":"I am writing because of my recent experience with Loan Depot & their deceptive, bait and switch business practices. I have been working with Loan Depot since XX/XX/XXXX. Throughout this process there have been several human errors, which I have caught. The latest has caused me request to cancel my loan with them. Throughout this process, I have been in contact with 4 people from Loan Depot on the phone and/or by email. ( XXXX XXXX, Mortgage Banker, NLMS # XXXX ; XXXX XXXX, Sales Manager NMLS # XXXX, XXXX XXXX XXXX. Account Manager ( underwriting ) & XXXX XXXX , Processing Manager ). \nI am seeking your assistance to ensure that I am in fact able to cancel, without cost to me and awarded any damages that I may be entitled to in accordance with the law, relative to fraudulent/deceptive lending practices. They have my credit card number. My banking information, my mothers maiden name, and an affidavit for a limited power of attorney. I am very concerned at this point for potential fraud & identity theft practices ( Note : my banking institution has been notified ). \nBackground : I am able to meet my mortgage payments, but have a high interest rate. I had my mortgage sold several times and ultimately have been with XXXX for a number of years now. XXXX is not licensed to sell mortgages in my state, therefore I have not been able to refinance with them. About 3-4 years ago, I attempted to refinance with XXXX XXXX. I paid for an appraisal and it came in much lower, despite several improvements to my home. Thus, making us upside down in LTV. I was looking for a refinance to drop my existing rate which is 6.875 %. I ultimately decided to try this again. I received several calls, and ended up working with Loan Depot. \nXX/XX/XXXX : I spoke to XXXX on the phone several times. I had been told over the course of several conversations that my payment would be reduced, that my loan years would reduce and that I would be refunded money from both this loan at closing and from XXXX. My portions from XXXX were the escrow funds, and any payment which had not yet been applied ( since I was in a bi-weekly payment plan ). We discussed that I wanted to be in a bi-weekly mortgage, he also informed me that my first payment would be XX/XX/XXXX, so that I would be going 2 months with no Mortgage payment. By the endno two months skipped, no bi-weekly program, no cash out & increased closing costs. Overall more than 5,000 difference in the loan, and money in partial payment from XXXX was going to Loan Depot. \nA notary came to my house on XX/XX/XXXX to sign paperwork, which I was led to believe were the final closing documents. I was told I would be receiving my cash back in three business days, both by the representatives of Loan Depot, and the Notary. I never received a copy of any of my signed documents. My copies are blank & not notarized. \nIn my packet was a right to cancel form. It states & the notary made sure to confirm with us, that we had until midnight on XX/XX/XXXX to cancel. On XX/XX/XXXX, we received a notice that our documents were missing a date and we needed to re-sign digitally. When I opened the document, there was a new Closing Disclosure, and once again our loan had changed. Our closing costs increased by over {$2000.00}, and our cash back to borrower decreased by over {$2400.00}, meaning the overall loan that had been promised, had changed by close to {$4500.00}. \nI have 4 different closing disclosures, which are attached that show what has occurred from the initial loan application until the date I was set to close. Throughout the process, the deal included several pieces that did not change, they will also be shown. Loan Depot is now claiming that my original loan estimate and loan application are what they are basing my final loan, and the recent changes ( XX/XX/XXXX ) off of, excluding all of the promises and things they demonstrated in between, essentially bargaining in bad faith, with me as the victim. There are several problems with this loan, as I mentioned above that I caught including PMI, incorrect property tax amount, trying to charge for an appraisal after they said it would be waived. \nXXXX XXXX : Deceptive tactics : 1. Attempts to charge PMI after stating I would not have to pay PMI, in accordance with program. ( paperwork attached ) 2. Not disclosing points used to secure my rate. Describing it as a credit. \n3. Not telling me this was a HARP loan until I asked. ( verbal ) 4. Telling me that there would not need to be an appraisal, and then adding it in & attempting to add this to the charges. ( Verbal, text message & email ) 5. Changing the amount of closing fees after the paperwork was signed, and decreasing the amount of money that was going to be refunded to me by over 2,000. ( paperwork attached ) The closing packet contained the following documents note : the notary did not stamp and sign these documents in front of us, provide a business card, or give us any copies of signed documents. She arrived at XXXX XXXX. She told us she had two other stops that night, and left our house, in the snow at around XXXX XXXX XXXX. The documents were glazed over very quickly. \nThe following documents were in my package : I have attached several of these that are problematic and show the deceptiveness that occurred. This will show the sheer volume of the paperwork as well. \n1. Notice to remain current in obligations ( dated XX/XX/XXXX ) 2. LOAN DEPOT fact sheet ( 2 pages ) 3. NYS Tax Escrow form RP-954 ( 1/95 ) 2 pages 4. Service Provider List 5. Borrowers Certificate and Authorization 6. Undisclosed Debt form ( 2 pages ) 7. Quality Control Release ( 1 page ) 8. NY  Property tax Insurance Escrow form ( 1 page ) 9. Property Inspection Waiver form ( 1 page ) 10. Notice of right to cancel ( 4 pages ) dates XX/XX/XXXX at top & XX/XX/XXXX at bottom ( by midnight ) 11. First payment letter ( payment due XX/XX/XXXX & amount ) 12. Hardship letter ( 1 page ) 13. Impound Authorization ( 1 page ) 14. IRS 4506 T request for tax information ( 2 pages ) 15. Affiliated business disclosure ( NOTE : not ever informed during process that Loan Depot has ownership in all other companies listed ). \n16. Legal Description of my property ( 1 page ) 17. NY Lock in Agreement rate & term correct incorrectly still showing PMI required ( 3 pages ) dated XX/XX/XXXX 18. NOTE : 3 pages details payment, due date & maturity date ( does not include a PMI amount ) 19.  Amortization schedule which does not show PMI ( 4 pages ) 20. NY fair credit reporting act ( 1 page ) 21. W9 for XXXX XXXX ( 1 page ) 22. Federal Equal Credit Opportunity Act 23. FACT Act notice 24. Payoff schedule ( to XXXX ) 25. Errors and omissions/compliance agreement 26. Hazard Insurance requirement form 27. Flood Insurance Determination form 28. Flood Insurance form ( subject to change notice ) 29. Occupancy statement 30. USA Patriot Act Disclosure 31. Demographic Addendum ( one for each of us ) 32. Civil Union/Domestic partnership form 33. 5 pages of Closing USA documents ( directed by Notary we did not have to fully complete ) 34.  List of credit counseling services ( 3 pages ) 35. Credit score information ( 7 pages ) 36. Affidavit for special survey coverage ( 1 page ) 37. Lien indemnity form ( 2 pages ) 38. Title form show no hazardous spills or liens ( 1 page ) 39. Limited power of attorney for corrections ( 1 page ) 40. Addendum to closing disclosure ( 1 page ) 41. Initial Escrow disclosure statement ( 1 page ) 42. Residential Loan Application which showed lower loan amount did not disclose that there was a change in the discount. \n43. Right to receive a copy of the appraisal report waiver for waiting period ( we have no appraisal?? ) 44. Errors and omission compliance form from closing USA ( 1 page ) 45.  Client proceeds & post closing refunds ( this is where I provided a voided check ) 46.  Line of credit closeout form 47. New Mortgage doc ( 18 pages ) 48. Itemization of fees ( still shows what was assumed discount ) 49. NY notice of right to select an attorney 50. NY insurance disclosure 51. XXXX statement still shows {$2600.00} to borrower, dated XX/XX/XXXX also shows that XX/XX/XXXX taxes are to be paid by escrow account. \n52. Application disclosure dated XX/XX/XXXX ( 2 pages ) 53. Closing instructions dated XX/XX/XXXX ( 6 pages ) 54. Signature name affidavit ( 2 pages ) 55.  Authorization to be contacted re : market changes ( 1 page ) On XX/XX/XXXX, one day after the right to cancel had purportedly passed, I got an email after XXXX XXXX from XXXX XXXX stating that I needed to re-sign a document that had a wrong date. Expecting to see one page, I was shocked to see 18 pages. When I looked at it, the terms of what I had agreed to had been changed. This led me to delve into the documents above and determine that I was a victim of deceptive lending practices. Several documents that I signed at the fake closing on XX/XX/XXXX are contradictory, misleading, and fraudulent. \nI contacted XXXX, who could not explain it very well, just kept saying that this was due to the aggregate adjustment. She stated that they were paying my tax bill for XX/XX/XXXX. When I explained that they were ALWAYS planning to pay my tax bill for XX/XX/XXXX,  she was basically saying all they did was move the money from the escrow to the closing, and that the aggregate therefore decreased. She went on to tell me that the loan program I was in did not allow for cash out of XXXX, that I had been quoted. I was infuriated at this point, since I had to ask what program I was in & confirm it was a HARP loan with XXXX. She did not seem to understand that the overall cost of my loan was changing significantly. She transferred me to her manager. Of course it went to voicemail. \nThis really gave me the opportunity to look closely at the paperwork, and to XXXX  aggregate adjustment. What XXXX said, versus what I read did not add up to the same thing. \nWhen I spoke to XXXX XXXX, XXXX supervisor, he too kept stating that this was due the fact that they paid my taxes. When I explained to him that one of the documents that I reviewed show that they knowingly were having me sign documents that they prepared, which they are now claiming are illegal, was deceptive & fraudulent there was a long pause. I consistently was able to invalidate what he was stating, by quoting the documents I had in my possession. He said that he wasnt explaining it clearly, and that he would transfer me to XXXX XXXX. XXXX had XXXX on the phone. \nThey too began claiming that the changes to the closing fees were unexpected tax bill. So, once again, I start quoting from the documents. Explaining that they knew the bill was coming, and what it was, and that they explained that my escrow was front loaded ( 14 months ). My documents show this. XXXX then said that there are laws that prohibit this from happening, to which I asked then why did you do it? You are the bankers & are now quoting the lawso if you did the paperwork, and you told me what I was going to be getting through this loan, and you are now telling me you violated the law. AND I am looking at contradictory paperwork that shows you knowingly attempted to do this! \nThen the story shiftedsomehow it became human error. The offer to fix it was to increase what they could pay out to me from XXXX to XXXX. I was repeatedly told, that it was a mistake, and they have to do it this way, and I just wasnt understanding what they were saying. They never offered to removed the points, or any other modification to make the loan work. \nI told them, I understand completely, that my closing costs are increasing, and that will mean additional finance charges on top of the increase. I offered to pay my XX/XX/XXXX tax independent of them, and they said NO! Claiming they would have to re-do all the paperwork, and they would have to explain how I had the money to do this, and where it was coming from NOTE : I have NEVER said I was having difficulty paying my bills or my mortgage, my original Uniform Loan Application from XX/XX/XXXX shows that there are liquid assets, but the new one they presented on XX/XX/XXXX, which they professed at the fake closing only showed the decrease in the loan, actually removed the amount I disclosed. \nI have submitted my right to cancel signed documents to the email provided, and I also uploaded the document to my Loan Depot dashboard. I also will be emailing all of the parties who have been involved at this point, to ensure that there is NO attempt to continue services between us, or to do work that they may later attempt to bill for. After I sent the cancellation notice by email, the dashboard updated that they are working on the next step in the loan. On a Saturday, when yesterday, no one answered my call.","date_sent_to_company":"2017-12-30T20:41:34.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"127XX","tags":null,"has_narrative":true,"complaint_id":"2768198","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2017-12-30T18:56:12.000Z","state":"NY","company_public_response":"Company believes complaint is the result of an isolated error","sub_issue":null},"highlight":{"complaint_what_happened":["NOTE : 3 pages details <em>payment</em>, due date & maturity date ( does not include a PMI amount ) 19.  Amortization <em>schedule</em> which does not show PMI ( 4 pages ) 20. NY fair credit reporting act ( 1 page ) 21. W9 for XXXX XXXX ( 1 page ) 22. Federal Equal Credit Opportunity Act 23. FACT Act notice 24. Payoff <em>schedule</em> ( to XXXX ) 25. <em>Errors</em> and omissions/compliance agreement 26. Hazard Insurance requirement form 27. Flood Insurance Determination form 28."],"company_public_response":["Company believes complaint is the result of an isolated <em>error</em>"]},"sort":[9.575694,"2768198"]},{"_index":"complaint-public-v1","_id":"6052350","_score":9.357309,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XX/XX/22 - My vehicle was broken into on XX/XX/22. My credit cards and cash were stolen, but my purse and wallet left behind. I immediately contacted Bank of America that same day to cancel all of my cards and report the fraudulent transactions. I also filed a police report that same day with the XXXX XXXX XXXX XXXX in the city of XXXX XXXX, CA. ( Police Report # XXXX ) The fraudulent charges on my account were credited back and I was assured I would not be responsible for them. \n\nXX/XX/22 - The fraudulent charges were quietly added back to my account ( {$850.00} and {$860.00} ) I was not provided any form of correspondence about this or notification. To this day I still have not received a letter or anything as to why this happened. \n\nXX/XX/22 - Is when I noticed the charges and contacted BOA fraud dept for answers. During that call no answers were provided as to why my claim was ultimately denied and reversed almost 2 months after initiating the claim. They only offered to re-open the claim for re-investigation. I offered to provide the police report information and any other documentation necessary, and I did so that day. I was told that once the claim was officially reopened for investigation then the fraudulent charges would again be cleared from my account during this time. I was told this could take up to 48hrs to show. \n\nXX/XX/22 - The charges were still shown on my account. I contacted the fraud dept again to inquire. This time I was told different information. I was told that the charges would not be cleared off during the second investigation. I was told I could either pay the charges and hope to expect a refund at the close of the investigation which could take upwards of 2 months, or let the charges sit in my account and accrue interest and fees. I was told there must have been a filing error on BOAs behalf and that is why the claim must have been denied and the process indefinitely elongated. Despite this admission of fault, BOA has offered no timely or expedited resolution. \n\nXX/XX/22 - I received a letter in the mail from BOA Claims Resolution Dept dated XX/XX/22, stating that the matter is resolved in my favor and my account credited for the fraudulent charges. However, this is not the case or reflected in my account. I will attach the letter for reference. ( This still remains to be the only letter Ive ever received on the matter of my claim ) XX/XX/22 - Severely disappointed with the service and lack of resolution over the phone with the fraud dept up to this point, I went into my local BOA branch in XXXX XXXX, CA with letter in hand to seek answers and resolution. I worked with associate XXXX XXXX. She contacted the fraud dept while I was there, explained the situation, and referenced the letter I received. She was told by the dept that my account will be credited and the situation rectified by XX/XX/22. Because of the confusion, inconsistency and mistreatment I had experienced up till this point, XXXX scheduled me a standing appointment for XX/XX/22 at XXXX in her branch to come in if the credit wasnt shown by that date so she could follow up with the dept. \n\nXX/XX/22 - The credit has not shown. I came to my appointment. XXXX attempted to call the fraud dept and discovered it closed at XXXX on weekdays, so was unable to assist the situation that day. She apologized for the inconvenience and said she would call them first thing in the morning and give me a call with an update. \n\nXX/XX/22 - After not hearing from XXXX, I became in contact with the branch XXXX XXXX XXXX. I explained the situation. She said she would contact the dept to attempt resolution and call me back. She did call me back that day and said she requested escalation of the matter, but still didnt have any answers or a timeline of when my account would be credited. I expressed my frustration with the situation, and emphasized that I dont want to have to pay charges I do not owe in order to avoid penalties, fees, and late payments which would effect my credit. I mentioned to her that perhaps I should involve a XXXX party such as an attorney or the Consumer Financial Protection Bureau to get results. She empathized and said shes done all she can to help the situation but her powers are limited as a branch XXXX, and ultimately the fraud department needs to resolve this. \n\nXX/XX/22 - I called the fraud dept and spoke with XXXX from Tennessee. She stated that my claim shows still under investigation and being reviewed. I explained the whole background and situation to her. She stated she sees noted on the account that the matter is to be escalated as of XXXX. It was unclear if this means the issue is due to be resolved. She stated after escalation the credit will be due to appear back on my account within 2-5 business days. She took my phone number and said she could follow up on the status to make sure and call me back in a few days. This left me feeling not confident in the information of pending resolution she just provided. I informed her that such promises have already been made to me and not followed through on, so I have completely lost trust in BOA and promises made. I let her know I will likely be filing a complaint against BOA to assist in resolution. \n\nTo this date I still havent received any letters about my claims, status or decisions made, except for the one letter stating the claim was resolved in my favor. BOA has completely mismanaged the claim from the start and has failed to provide any proper documentation which as a customer I am entitled to.","date_sent_to_company":"2022-10-05T19:05:00.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"91773","tags":null,"has_narrative":true,"complaint_id":"6052350","timely":"No","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-10-05T17:48:50.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["This time I was told <em>different</em> information. I was told that the charges would not be cleared off during the second investigation. I was told I could either pay the charges and hope to expect a refund at the close of the investigation which could take upwards of 2 months, or let the charges sit in my account and accrue interest and fees. I was told there must have been a filing <em>error</em> on BOAs behalf and that is why the claim must have been denied and the process indefinitely elongated."]},"sort":[9.357309,"6052350"]},{"_index":"complaint-public-v1","_id":"2710901","_score":8.838362,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX, and XXXX XXXX completely mishandled my loan application. Repeatedly asked for information that had already been submitted, claimed they were not aware I had a Chapter XXXX bankruptcy until a month after I applied, apparently withdrew my application w/o my knowledge and reopened it after I recvd approval from court for purchase, disclosed my personal credit info to the seller 's realtor, pulled hard inquiry on my CR 4 times in three weeks, lowering my credit score, delayed processing of application and treated me unfairly, different from others by repeatedly requesting specific letters from student loan processors and bk atty when payment history and status documents which are normally sufficient had been provided, claimed my middle score was XXXX  even though I received a credit disclosure letter from Angel Oak stating my middle credit score was XXXX, refused to give me a copy of my CREDIT report or scores from the 4 times they pulled the report, Did n't get my consent to pull my report 3 of the 4 times, refused to provide me with a conditional approval when they claimed there was one in the file but instead tried to make me liquidate my 401K account and deposit it in my checking account prior to getting a loan approval, attempted to charge excessive closing cost and refused to explain these cost and ignored numerous calls and emails from me, my attorney and my realtor for status on the account. The result was that after almost 3 months of extensions the sellers cancelled the contract which resulted in my losing {$1000.00} on appraisal and inspection and I am still waiting on refund of the {$1000.00} Earnest money. I incurred hotel costs due to the fact I was supposed to close on the houseXX/XX/XXXX and committed to move from house I was renting. The landlord gave me an extension until XX/XX/XXXXbut when the loan still was n't closed I had to move with my XXXX  children and dog to a hotel. The details of exactly are explained below. On XX/XX/XXXX I submitted mortgage application on lending tree. I immediately received a call from XXXX XXXX XXXX XXXX XXXX of Angel Oak Home loans stating I had been pre-qualified and could start looking for a home to purchase. He sent me a letter with the documents I need to submit to get the approval. I returned these documentsXX/XX/XXXX and received a Pre-approval letter. I submitted a contract to purchase home on XX/XX/XXXX. OnXX/XX/XXXX I received email from Appraisal Company XXXX  which Angel Oak uses advising I needed to pay for appraisal and have it scheduled. I paid {$490.00} for appraisal and it was done XX/XX/XXXX. On XX/XX/XXXX my realtor contacts XXXX to see if appraisal was ok to get seller concession. XXXX advised realtor he would check on it. OnXX/XX/XXXX loan officer XXXX tells me I need to get approval from bankruptcy court to get mortgage. I called BK atty made arrangements called XXXX back to advise Bankruptcy atty will go to court XX/XX/XXXXto get approval My attorney sent letter advising everyone we had received an extension until XX/XX/XXXX. XX/XX/XXXX I emailed the court order to XXXX XXXX XXXX  ( XXXX ) and XXXX XXXX at Angel Oak home loans. The week of XX/XX/XXXX I was told by XXXX the loan was delayed because they were not aware of my bk but they were expediting it now. This was strange because my bankruptcy atty emailed the bankruptcy petition to XXXX and myself. XX/XX/XXXX we were told get extension until XX/XX/XXXXI was told the loan was suspended until I could provide bk, payment history, student loan status and payment history, child support court order and payment history. I submitted those the same day.XX/XX/XXXX XXXX spoke to the sellers realtor and disclosed info personal credit information to the listing agent without my consent.XX/XX/XXXX we were told I needed to show funds to close in my account before loan could be approved. But we were told there was a conditional approval in the file.XX/XX/XXXX we were told there were disputed items on my credit report that the underwriter wanted removed. XX/XX/XXXX we were told my credit score had dropped to XX/XX/XXXXso I needed to pay off some items. I paid these and sent proof. XX/XX/XXXX I received a credit score disclosure from Angel Oak in the mail showing XXXX but when I asked XXXX he said that was a mistake and my score was still XXXX. It is worth noting however on the denial letter XXXX emailed me on XX/XX/XXXX it still shows only the credit score disclosure of XX/XX/XXXX showing my middle score of XXXX. There is no indication that my score ever dropped to XXXX as I was told onXX/XX/XXXX by XXXX and then again on XX/XX/XXXXby XXXX. On XX/XX/XXXX I was told they needed an actual letter from credit card company showing balance. XX/XX/XXXX I was told the loan would be sent to processor. XX/XX/XXXX received an email from XXXX with info from processor requesting proof of funds to close.XX/XX/XXXX I spoke to processor and advised that I wanted to get an approval before liquidating my 401k. She agreed. XX/XX/XXXXXXXX sent email saying underwriter had all the documents but was questioning bk payment history document and student loan history doc and wanted an actual letter from Student Loan company and bk atty. I called my BK atty they advised the lender was being ridiculous and the docs I provided were all that is available. BK atty advised me to tell underwriter to call the atty and they would verify info or answer questions but there was nothing else to provide. I advised XXXX and XXXX what my BK atty had stated. XX/XX/XXXX spoke with XXXX who told me without the child support ( {$610.00} ) my DTI was 2 % higher than what is needed for program but we might be able to get around it on the \" front end ''. I asked what were they considering because I have not debt. He says Student loans but they should be able to get around it on the friont end. I began to ask about the excessive closing cost and errors in funds to close statement and he advised he had to go to a meeting and ended the conversation. XX/XX/XXXX XXXX sends email stating we have reached the end or the road and if I refused to liquidate my 401k nothing else could be done. XX/XX/XXXX The seller did not agree to another extension and cancelled the contract.XX/XX/XXXX I received an email from XXXX stating my loan was denied due to DTI being to high.","date_sent_to_company":"2017-10-24T16:36:34.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"60532","tags":null,"has_narrative":true,"complaint_id":"2710901","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Angel Oak Home Loans LLC","date_received":"2017-10-24T15:43:36.000Z","state":"IL","company_public_response":"Company believes the complaint is the result of a misunderstanding","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX XXXX, and XXXX XXXX <em>completely</em> mishandled my loan application."]},"sort":[8.838362,"2710901"]},{"_index":"complaint-public-v1","_id":"16060707","_score":7.580736,"_source":{"product":"Credit card","complaint_what_happened":"XX/XX/XXXX I am filing this complaint because my credit card company XXXX Synchrony Bank XXXX has failed to resolve a billing dispute with XXXX XXXX located at XXXX XXXX XXXX, XXXX, NJ XXXX, despite my repeated attempts to provide proof and seek a resolution. I am requesting immediate correction of the billing error and accountability from both the credit card issuer and the merchant. For transparency, I am submitting this letter to the following agencies : the XXXX XXXX XXXX, the NJ Department of Consumer Affairs, the Consumer Financial Protection Bureau, and filing a claim in small claims court, to ensure the issue is resolved promptly and fairly. The following are all the details of the matter : XXXX made purchase of mattress, bed, and bamboo mattress cover. \nXXXX went into the store on Monday, XX/XX/XXXX ( the store was closed on Sunday, and I had to work on Saturday so I couldnt go on Saturday ). Please note-this is within XXXX hours of the original purchase and within their store policy, as per the signed paperwork ( please see the bottom right of the signed paperwork that is attached ). I told XXXX, the store manager who originally sold me the items, that I decided I no longer want the bed frame I ordered, as it did not appear to be sturdy and worth {$1200.00}. I told him I was seeking to cancel the order or purchase a different bed frame. I looked around the store and did not find anything I liked. I told him I wanted to cancel the order for the bed frame. He said he would send me pictures of other bed frames to see if there were any others I liked and if I didnt like any of them, he would cancel the order for the bed frame and issue a refund. \nXXXX XXXX XXXX me texts of other options. \nXXXX he told me I could go to the store, and he would show me other options. I asked him to send pictures, as I was busy working. \nXXXX I texted him again to follow up again on the status of the delivery date for the mattress and to see about the bed- whether he had other options and, if not, I would just cancel the bed. He said he received the mattress and asked me to stop by to finalize the bed situation. ( see attached text messages ). \nI went to the at XXXX pm on XX/XX/XXXX. After looking through several catalogues, I chose another bed frame. He said the one I chose would be the same price as the one I originally chose ( {$1200.00} ). He said he would order that bed frame in place of the original one and no changes needed to be made to the original purchase. He said the bed would be in the store on Monday and he could schedule the delivery after that. \nOn XX/XX/XXXX, at XXXX pm ( the same day of the sleigh bed purchase, which is within their store policy of a XXXX hour cancellation with refund ), I tried to call the store several times at XXXX to confirm that the message was received but it just rang, an automated message came on, and it automatically hung up. I then texted XXXX stating that I ultimately decided to cancel the sleigh bed order and just keep the order for the mattress and the bamboo mattress cover. He confirmed that he received my text message and stated that he would call me the following week to deliver the mattress. \nXXXX I again tried to call the store and the same thing happened-automated message and it hung up several times. I then texted XXXX at XXXX am asking for a copy of the refund for the bed frame XXXX am XXXX responded and said the mattress delivery would be Saturday and that the cancellation for the bed frame was already in their system. \nXXXX Only the mattress was delivered. The bed frame was not delivered nor was the bamboo mattress cover that I ordered. I wrote on the receipt that the delivery men had me sign that I did not receive the bed frame or the bamboo cover, as those items were still listed on the delivery receipt but were not delivered to me. I also wrote that I am requesting a refund of those items since they were never received upon delivery ( the attached delivery receipt that the store also has a copy of shows that I wrote this on it and the bottom left of the receipt states their store policy is as follows : If the merchandise ordered by you is not delivered by the promised date, signature furniture must offer you the choice of ( XXXX ) canceling your order with a prompt, full refund of any payments you have made or ( XXXX ) accepting delivery at a specific later date. ( please see attached receipt ). I had canceled the bed frame before the delivery, which is why I had not received it. This confirms that XXXX canceled the order but neglected to issue a refund despite telling me several times in person and via text that he did issue a refund. The bamboo mattress cover was also not received upon delivery. XXXX called me at XXXX pm on the same date and said that his delivery drivers left their drill at my house and asked me if I could bring it into the store. I went into the store and told him that the bamboo mattress cover was never delivered and he said he would give me one. He did give me a mattress cover but I later realized it was not a bamboo mattress cover and I had no use for it. \nXXXX I asked XXXX XXXX text if I could exchange the mattress cover for something else, especially because it was not a bamboo mattress cover, instead a cheap plastic cover. I also told him that I called Synchrony ( the credit card company ) because I still did not receive the refund that he said he processed. \nXXXX responded via text and said XXXX has the flu and would not be back in until Monday. \nXXXX went into the store to see if I could speak to someone else and get a copy of the refund that was processed as well as exchange or return the plastic mattress cover. To my surprise, XXXX was there working despite having told me he was out with the flu. I gave him the mattress cover back and he said he would issue a refund. He also acknowledged it was not a bamboo mattress cover, which is what I ordered. He wrote on the original receipt ( please see attached ) that it was returned and told me he was processing a refund for this as well. He reassured me that he also issued a refund for the bed that I canceled beforehand and never received. He stated I will receive the refund via th XXXX XXXX company ( Synchrony ) by XX/XX/XXXX. \n\nXXXX I followed up via text with XXXX XXXX he said I would receive the refund for the bed and the mattress cover by this date. It was almost a month and the charges still appeared on my credit card statement. He texted me ( see attached text messages ) and said he was going to text me on Monday but figured I received revised information. He said he was picking merchandise at the moment and if I did not hear from him that day, it is because he did not get back in time. But he also promised via text to clear this up by tomorrow with some kind of reference number or something from Synchrony bank. \nXXXX followed up with XXXX and asked for the reference XXXX for the refund or the bed and the mattress protector. No answer from XXXX. I then went into the store. He said he did not know why the credit card did not issue the refund, as he processed it. He said to wait until XX/XX/XXXX and he gave me an email address to send an email. I did not send the email, as I had opened a dispute with Synchrony Bank XXXX days later on XX/XX/XXXX by this time and XXXX advised me to let them handle it and that there is no need for me to send an email or follow up anymore. \nXXXX XXXX dispute through Synchrony Bank XXXX opened by me. I called Synchrony Bank to file a dispute and was told ( on a recorded line recorded by Synchrony ) no further information was needed by me, as the representative said they gathered all the information needed at that time and if they needed something else from me, they would follow up and let me know. That call was recorded by Synchrony, as I was informed that I was on a recorded line with them. Since they told me that they did not need further information at that time and that I should not follow up with the store anymore, as they would handle it now, I did not follow up and send any emails. \nXXXX I still didnt receive the refund despite XXXX saying XXXX should receive it first by XX/XX/XXXX and then by XX/XX/XXXX. I decided to text XXXX again since he claimed I should receive the refund by XX/XX/XXXX and despite the dispute already having been entered. I texted XXXX and told him it has been over XXXX months and asked for him to confirm he submitted the refund like he said he did. No response. \nXXXX the dispute was denied by Synchrony Bank XXXX as the store responded to the dispute and said that I signed for the items on the date of the purchase. The store also send documentation of both the credit card application and the same receipt that I had a copy of, which had my statement clearly written on it that I only received the XXXX upon delivery and that was requesting a refund of the bed frame and the bamboo mattress cover, XXXX items that I did not receive. \nXXXX After learning that my dispute claim was denied by Synchrony, I called Synchrony immediately. They confirmed the dispute was denied. I asked them to reopen the dispute again on this date, again telling them that I did not receive the items in dispute. While on the phone with the representative from Synchrony, I drove to XXXX XXXX and spoke to XXXX. At the beginning of the call with Synchrony, I was again told that I was on a recorded line. If the call was in fact recorded, then they would have a recording of XXXX saying that he issued a refund and that it was up to the bank to resolve it now. The representative from Synchrony also confirmed that she heard him say that while I was on the phone with her and in person in the store with XXXX. XXXX then got very nasty and stated This is why customers should not pay with credit, they should pay with cash. He added that he submitted the refund, as he told me several times before, and that it is up to the bank to issue the refund on their end. The bank then confirmed with me that they never received a refund from him. Then, he said he had given me an email and asked if I ever sent an email to the email address he gave me last time. Is said I did not and he again directed me to send an email to signature furniture so his boss, XXXX, receives it. The bank again said further correspondence between me and the store is not necessary since there is a second dispute that the bank would be investigating. Because of the lack of investigation and effort from the bank the first time, I decided to still send an email. Since these conversations with Synchrony are on recorded lines, I am asking that Synchrony refer back to those recordings as part of their investigation. I was then told by Synchrony that I had to wait another 60 days for the dispute to be resolved. \nXXXX I wrote an email to Signature XXXX ( please see attached ), as XXXX XXXX me to despite Synchrony telling me I didnt have to, as they would handle the dispute. \nXXXX I sent another email to the same email address XXXX XXXX to follow up on my XX/XX/XXXX email. No response at all despite XXXX claiming they would respond and resolve it if I send an email. \nXXXX I had been closely monitoring the outcome of my dispute with Synchrony. Upon waking up in the morning, I went online and learned that my dispute with Synchrony was denied for a second time. I called the bank and was on the phone for XXXX minutes with a supervisor who seemed to be siding with the furniture company and was very rude. I think her name was XXXX, but I am not completely sure. She stated that it was denied. I asked for documentation related to the reason it was denied and she said it is not yet available, as the denial just happened today. She said the reason it was denied again was because the store wrote back and said that I signed for the items and there is no record of the store issuing a refund. I told her I attached text messages, emails, the delivery receipt indicating the items were never delivered, and written documentation of everything. I also told her I was on the phone with Synchrony on XX/XX/XXXX on a recorded line when I went into the store and the representative on the phone heard me speaking to XXXX and heard him say he issued a refund. She then said there is no proof from the store or from me that a refund was issued. She said she can not confirm who the text messages were from and said how do we know he text messages were between you and the store XXXX and not between you and someone else? I responded and asked her if, during their investigation, they reached out to the store via phone or if they attempted to call XXXX on the number from the text messages. Because if they had done their due diligence and properly investigated, they would learn that the store number goes to an automated system and automatically hangs up and XXXX number is in fact XXXX number and not some made up text messages that I sent just to waste hours of my time and everyone elses. Then she said she sees what could have happened. She went on to say that the bottom of the receipt indicates that the order must be canceled within XXXX hours of purchase to be refunded fully. She went on to say, I see your signature on XXXX different dates on the receipt with XXXX different XXXX inks and it is not within XXXX hours of the purchase. It seemed as though she was questioning me and scrutinizing me more than she put effort into reviewing the facts of the case and way more than she investigated the stores business practices. I then asked her if that was the stores response to my dispute and she said, no, it was not. I am just assuming that it could be a reason why you would not receive a refund and would instead receive store credit, which would have nothing to do with the credit card company. I then asked her to please stop assuming and instead go by facts. She was concentrating on how she believed I did not deserve a refund due to her assumption of me possibly not being in the policy of XXXX hours for a refund ( when I actually was in fact well within that time frame anyway ) but failed to mention that the left side of that receipt indicates that : If the merchandise ordered by you is not delivered by the promised date, signature furniture must offer you the choice of ( 1 ) canceling your order with a prompt, full refund of any payments you have made or ( 2 ) accepting delivery at a specific later date. ( please see attached receipt ) .She also said that me writing on the receipt that I never receive the items was not enough. I told her that the store had the same copy of the receipt, as they sent it in response to my disputes. If they saw that I was claiming that I did not receive the items and I in fact did receive the items, then I want them to provide proof of them delivering the items to me. I asked the manager to reopen the dispute and she did. She said it would take another 60 days. I am not waiting another 60 days with a chance that Synchrony will again deny my dispute. As such, I am moving forward with notifying the XXXX XXXX XXXX, the NJ Department of Consumer Affairs, the Consumer Financial Protection Bureau, and filing a claim in small claims court. I will also be sending a certified demand letter to XXXX XXXX and will upload confirmation to Synchrony under my dispute. \nAfter work on XX/XX/XXXX, I called Synchrony back and was on the phone another XXXX minutes with a manager whose name was XXXX ( I think the original supervisor I spoke to was also XXXX but I am not sure but it was XXXX different people ). I asked XXXX to make sure that the correct amount of the dispute was listed as follows : {$1200.00} for the bed that I did not receive upon delivery {$79.00} for the XXXX cover {$84.00} for NJ sales tax on these XXXX items ( 6.625 % ) Total in dispute : XXXX I also asked XXXX to provide me with the reason for the denial of the second dispute, and she said she had to wait for a letter to be generated to be able to send it to me. I also asked her if she could have her investigative team actually investigate the furniture company and simply ask them for a copy of their delivery invoice for the day of the delivery. Delivery people and companies have to keep track of what items were delivered through their own inventory or invoices of merchandise. I asked her if Synchrony could simply ask the company whether or not they delivered the items. And if they claim that they delivered the items ( which they did not ), they should be able to provide proof, including serial numbers for the items as well as inventory and delivery invoices from the warehouse. Instead of scrutinizing me like the supervisor from Synchrony did, I would like to know what steps they actually took to deny my dispute a second time and side with the furniture company when they clearly did not provide the goods that I was charged for, which is against the law. \nThis dispute has caused significant hardship for me. I have spent hours on the phone ( over XXXX hours to be exact, as evidenced by my phone bill with XXXX ), with Synchrony, made multiple trips to the store in person, and submitted documentation multiple times, only for the issue to remain unresolved. This has created not only financial strain, but also wasted time, emotional stress, and unnecessary frustration. I am requesting immediate correction of the billing error and full accountability from the credit card issuer and the merchant. If this dispute is not resolved in my favor before I receive a court date for small claims court, I will be also requesting additional compensation for court costs and the time I spent on preparing everything, and I have a detailed breakdown of all time and money I had to spend, and I can account for all unnecessary time I spent through phone records and timers on my computer that calculate how long it took to prepare documentation. I currently work as a registered nurse and make {$55.00} per hour. I will be respectfully requesting that the XXXX order the company to pay me {$55.00} for every hour of my time spent on this if it makes it to small claims court. \nLastly, I have XXXX credit cards with Synchrony Bank. I have never had XXXX issue like this in the past. I pay my bills and have good credit. I am a responsible person. Signature Furnitures reviews online, which I looked at only after this happened to me, indicate that other consumers have experienced similar things, which I think may be worth looking into further. \n\n\n\nCC : XXXX XXXX XXXX Consumer Financial Protection Bureau NJ Department of Consumer Affairs Synchrony Bank Small Claims Court ( separate demand letter will be sent directly to XXXX XXXX via certified mail and confirmation of reciept will be provided once received )","date_sent_to_company":"2025-09-19T11:56:59.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"07644","tags":null,"has_narrative":true,"complaint_id":"16060707","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2025-09-19T11:24:27.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I told him I was seeking to <em>cancel</em> the order or purchase a <em>different</em> bed frame. I looked around the store and did not find anything I liked. I told him I wanted to <em>cancel</em> the order for the bed frame. He said he would send me pictures of other bed frames to see if there were any others I liked and if I didnt like any of them, he would <em>cancel</em> the order for the bed frame and issue a refund. \nXXXX XXXX XXXX me texts of other options."]},"sort":[7.580736,"16060707"]},{"_index":"complaint-public-v1","_id":"2794698","_score":7.410648,"_source":{"product":"Mortgage","complaint_what_happened":"This response should be sent to XXXX XXXX, Vice President, XXXX. \n\nMy name is XXXX XXXX, age XXXX, senior citizen, XXXX XXXX. On XX/XX/XXXX, I signed a Virginia Purchase Agreement for property located on Lot # XXXX, at XXXX 's XXXX   XXXX ( XXXX XXXX XXXX XXXX, XXXX, VA XXXX. I love and want my house, but I have been juggled, confused, and misguided, manipulated throughout this venture with XXXX XXXX. I did not have a realtor to assist me because my realtor was no longer a realtor agent, even though she was my realtor on record from XX/XX/XXXX-XX/XX/XXXX.  However, I had no one to guide me through this process and XXXX XXXX and the XXXX XXXX XXXX Lender, XXXX XXXX, do I did not know anything about mortgage procedures. \n\nMy complaint is with XXXX XXXX/NVR Inc. and XXXX XXXX, XXXX XXXX XXXX, who will not return my closing cost money of {$4400.00} that I worked hard to get and it was not easy. XXXX XXXX/NVR Inc refuses to return my money, even though XXXX, has the money. On XX/XX/XXXX, XXXX XXXX, Vice President of XXXX XXXX, sent me a default letter. The letter states that I have failed to complete my obligations based on Paragraph 13 of the Purchase Agreement. I feel that XXXX XXXX should return my money because they made an erroneous error. I did everything XXXX XXXX, XXXX XXXX XXXX lender asked me to do. It should have been contingent on financing and not that I failed to complete my obligations. I did everything my lender asked me to do, but it was unsuccessful. Through this mortgage process, I dealth with the following persons : XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX, XXXX XXXX/NVR Inc., and XXXX XXXX, XXXX XXXX XXXX. \n\nI believe I was not qualified in XX/XX/XXXX for an XXXX loan through the XXXX XXXX XXXX at the very beginning of the loan process. I did not receive a pre-qualification letter, spreadsheet, or XXXX findings that showed my original application received XXXX XXXX approval. I started asking XXXX in XX/XX/XXXX at the time of my application to provide me with figures dealing with housing to debt ratio, closing costs, etc ( like XXXX XXXX, NVR Mortgage Lender gave me ( see history below ). Based on lenders from XXXX XXXX, XXXX XXXX, and NVR Mortgage Lenders, who were unable to qualify me for a XXXX loan told me that my ratios were too high to qualify. What did XXXX from XXXX, see that the previous lenders did not? I understand that when you apply for a XXXX   loan, they are very tight on their ratios. I believe that I did not qualify and XXXX XXXX Lender XXXX simply missed this. \n\nThis has been very stressful and a financial hardship for me. My hair is falling out. I am very XXXX, and can not sleep at night because of all the threats from XXXX and XXXX during this endeavor. I have been waiting to get the house built from XX/XX/XXXX to XX/XX/XXXX. I have moved four times since starting this home process. There is no assistance for the consumer. XXXX and XXXX continuously said that they were trying to help me, but XXXX could not get me a decrease in the purchase price or a lower rate, so how could they possibly help me or than threatening me. I got to the point that I did not want to speak to either of them again, so I started communicating with XXXX and his supervisor from XXXX XXXX. XXXX tried to get a friend from XXXX to get my name removed from the car, but, at that point, my son was tired of contacting dealerships and his credit getting constantly hit. In XX/XX/XXXX, XXXX started threatening me. \n\nXXXX said that I am at default because I added {$6000.00} ( $ XXXX/month ) to my debts ; however, he continued to ask me to get rid of my sons car where I am the co-signer. The XXXX car balance is {$13000.00}. He also said that I needed to come up with {$12000.00} which is the balance for XXXX XXXX XXXX, which is a bill I had prior to completing the application and I was paying $ XXXX/month ( balance {$6000.00} ). I kept asking XXXX why was he asking me to get rid of a {$13000.00} or a {$12000.00} loans when I only added {$6000.00} to my debts. \n\nXXXX and XXXX insisted that I pay appraisal and home inspection fees before I was approved for financing. I asked them should I wait, but they said No! \n\nXXXX scheduled closings on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, but he was still asking me to get my name removed from the XXXX and placed in my son 's name. He was also asking me to get {$12000.00} from my family or have my family borrow {$12000.00} from XXXX XXXX XXXX to pay off my debt, but when they get the payment plan, then I would make the payments to XXXX XXXX XXXX. \n\nI had not been approved for financing, yet XXXX kept scheduling closing dates on the house and threaten me with having to pay penalty costs from the closing dates and not getting my deposit reimbursement. The representatives from XXXX and XXXX XXXX put me through a lot of stress, and now they want to keep my hard-earned money that it took me a long time to get ( see payment plan ). XXXX XXXX makes have $ 100s and $ 100s of dollars, but they want to keep this XXXX year old senior citizen, deposit of {$4400.00} after all they put me through since XX/XX/XXXX. \n\nBackground History I first visited XXXX XXXX in XX/XX/XXXX to discuss the procedures to purchase a new construction. My house was scheduled to be built in XX/XX/XXXX, and later changed to XX/XX/XXXX and later to XX/XX/XXXX. The house was completed on XX/XX/XXXX. On XX/XX/XXXX, I gave XXXX XXXX my Earnest Money Deposit ( EMD ) in the amount of {$1000.00}. \n\nOn XX/XX/XXXX and XX/XX/XXXX, I asked XXXX to send me the name of her lender. On XX/XX/XXXX, XXXX sent me XXXX XXXX, NVR Mortgage, XXXX who is XXXX XXXX Lender. XXXX prepared a spreadsheet which showed a breakdown of cash I would need at closing and calculations from three grant programs that I could apply for with different low down payment options. He also stated that the spreadsheet was based on my income of {$78000.00} per year or XXXX monthly and {$1800.00} for social security. However, my XXXX is now XXXX/month. XXXX said that my credit score would allow me to apply for each program, but he was concerned about my debt-to-income ratio. He explained that my debt to income ratio is a calculation of my monthly debt divided by my total monthly income. He also said that XXXX will allow for a grant but the income limit is {$97000.00} per year. He stated that based on the calculations on the spreadsheet, my income is too high for several grants. He even removed my son 's car payment of $ XXXX/month from the ratios, but he at the first beginning of the loan process said that I needed to pay off some debts to get in other loan programs. His final remarks to me were that I needed to pay {$11000.00} or {$16000.00} for closing cost to purchase a house. On his spreadsheet, he lists the same debts that I had when XXXX XXXX transferred my closing cost of {$5000.00} to XXXX XXXX, XXXX XXXX XXXX. I told XXXX that if I had to pay {$11000.00} or {$16000.00} closing costs, then I would wait to next year to purchase a house. I also asked him to send me my denial letter so I could get my EMD reimbursement. XXXX could not get me qualified so I wanted my EMD returned to me. XXXX said that purchasing a house through XXXX XXXX was contingent on my paying off two to three bills and/or paying down an extremely large down payment, instead of the {$5000.00} on the worksheet, which is the same thing XXXX said to me in XX/XX/XXXX, instead of mentioning this to me in XX/XX/XXXX. \n\nOn XX/XX/XXXX, XXXX said that the original calculations that XXXX prepared for the XXXX   grant on the worksheet were incorrect. XXXX said the calculations were correct. She said that even though it did not reflect the other debts that was okay because most people can not remember everything that they owe. She told me not to worry because there are multiple other lenders and she wanted me to explore other options before I cancel that there are plenty things that XXXX XXXX could do. \n\nXX/XX/XXXX - Sent email to XXXX because I had been trying to reach XXXX all week and did not receive response. \nI wanted him to send me a pre-qualification letter, figures, closing costs, before I moved from XXXX to XXXX. \n\nXX/XX/XXXX - XXXX looking for XXXX to get closing cost transferred to his bank. NVR, her lender, needed a full application from me to issue a denial letter that's how she moved the closing cost over to XXXX. \n\nOn XX/XX/XXXX XXXX XXXX, XXXX, XXXX wrote : Yes I did speak to him don't worry everything 's okay. I am trying to get my closing cost assistance transferred over to his bank. My lender needs a full application from you in order to issue a denial letter that's how I move the closing costs over. If you do not want to do the full application to get your denial I understand ... I will work with XXXX to figure out closing costs if you decide not to complete the full application with my bank. It will not mess up your credit to apply through both creditors, they know that you were shopping for a mortgage so it will only count as one hard credit pull. What do you want to do? XXXX can get you financed that's no problem so I don't want you to worry about that. I just want to make sure I get you the most money possible are you willing to finish the app at my bank I believe you can do most of it online. and don't worry they know that you are just completing the app so that I can transfer over closing costs. \n\nXX/XX/XXXX @ XXXX XXXX : Email from XXXX : I just wanted to follow up with you about the loan app so I can get you your closing costs moneyI need you to complete the app with XXXX, I know thats no fun but this way I can get you the closing costs money. Also, XXXX has been trying to reach out to you, can you please give him a call. Let me know what your schedule looks like so we can get this thing wrapped up with XXXX, sorry for all of the back and forth, well get all taken care of. \nI do not understand her message above or what she was referring to. I asked for a denial letter and the return of my EMD earlier. \n\nXX/XX/XXXX - Sent my documents for processing to XXXX, XXXX XXXX XXXX. \n\nI sent an email to XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, I sent an email asking for a denial letter and EMD reimbursement long before XXXX 's Vice President signed the purchase contract and all the other XXXX documents that were sent to me on XX/XX/XXXX. \n\nOn XX/XX/XXXX, I received the following message from XXXX XXXX : On XX/XX/XXXX you were outside of your 3 day right of rescission, you signed the contract on XX/XX/XXXX. You were not denied for a loan, you can not request a denial, you must actually be denied for a loan. You can withdraw your application but you can not request to be denied. You never completed a full application either to receive a denial. You must complete an application to be denied. My manager had reached out to you to explain all of this as well but she was unable to reach you. Unfortunately, the earnest money deposit is nonrefundable at this point. Best of luck in your home search. \n\nOn XX/XX/XXXX-XX/XX/XXXX, XXXX transferred my closing cost to XXXX and said that I no longer had to deal with XXXX and I was switched over to XXXX XXXX, XXXX XXXX XXXX Bank. XXXX is a close friend of XXXX, so XXXX XXXX gave XXXX authorization to transfer the incentive of {$5000.00} closing cost over to XXXX 's bank. \n\nXXXX, XXXX XXXX Conversation with me In XXXX when I first started working with XXXX XXXX, XXXX told me that there are thousands of banks out there and not all of them have the same rules and it is completely normal I have had people go through three and four different lenders before we got to the best one. \n\nI found another lender in XXXX, but in XX/XX/XXXX, XXXX would not allow me time to complete my paperwork with XXXX to get approved for the house at XXXX XXXX XXXX XXXX. He said that if I did not go with XXXX then they will cancel my contract and send me a default letter and would not return my money. Since XXXX could not get me approved for XXXX with payments being {$2300.00}, XXXX then tried FHA plus loan and my payments would be $ XXXX/month. I did not want to pay the $ XXXX/mo, so I certainly did not want a higher monthly payment, so I told XXXX that I do not want those high monthly payments. XXXX also said that it would take XXXX another 45 days to get me approved and they can not wait that long. They have waited long enough. I have waited for XXXX XXXX since XX/XX/XXXX, almost a year ago, but they could not wait for me to seek another lender 's figures. \n\nXXXX XXXX, XXXX XXXX XXXX As mentioned earlier, I did not hear from XXXX until XX/XX/XXXX. At that time, XXXX should have reviewed my credit report and noticed that I had incurred an additional debt of {$6000.00} ( $ XXXX/mo ) with XXXX XXXX XXXX before he set up a closing date. In XX/XX/XXXX, XXXX asked me to get the XXXX XXXX car that is in my name and transfer it to my son 's name since I had accrued a {$12000.00}. XXXX did not send me a video on house purchasing until mid-XX/XX/XXXX which stated that I should not have accrued any other debts. I should have been given the information in XX/XX/XXXX by XXXX XXXX XXXX. Starting in XXXX, XXXX would call me after his working hours from XXXX XXXX to XXXX XXXX and say to me that I needed to get the above-named car out of my name by going to dealerships or to my son 's bank. Well, my son and I did all that. We spent almost every weekend in XXXX and XXXX trying to get the name removed from the car, but was unsuccessful. We have about 6 letters from car dealerships banks and XXXX XXXX XXXX XXXX denying my son approval to place the car in his name. I even tried to get my XXXX XXXX car payment lowered by training it in. Both cars have upside down payments, which makes it hard to get rid of the cost. \n\nI had access to the XXXX XXXX from XXXX to XX/XX/XXXX and I could have gotten my name off the car by having my father use the XXXX as a trade in, but XXXX did not contact me until XX/XX/XXXX. \n\nIn XXXX and XXXX, XXXX and XXXX would call me after XXXX XXXX at night and threatened me with a default letter if I did not make my son get rid of the car. They said that my family should stick with me and help me get a house. My son is XXXX years old, the car payments were not delinquent, the car was not in my possession, I did not have any control over the car and I kept informing XXXX and XXXX, but they did not listen. They had me crying on the telephone. \n\nI did not know that I was not to add additional amounts to my monthly bills because no one told me. XXXX sent me a video in XXXX which told me not to add additional pills. As I mentioned before, XXXX kept changing the date my house would be built, and by XXXX, I had to move, needed to pay off my income tax, etc. which I will explain later in the history on the additional expense I incurred while waiting for my house to be built. \n\nSupervisor to lower the cost of the house or lower my interest rate so I could close on the house, but she would not hear of that. I ask XXXX the same information since everyone kept saying that we are trying to help you. Often during the evening time, XXXX would call me and merge XXXX in to the call, and they both would threaten me that I was in default because I added an additional {$12000.00} to my debts.I kept telling him that I incurred {$6000.00} w/additional $ XXXX/month, but why was he asking me to get rid of the XXXX car that was {$13000.00} and/or the XXXX XXXX XXXX Debt for $ XXXX/a month. \n\nI need to send my attachments under separate cover because I can not save them. Please send me an email where to send all my attachments.","date_sent_to_company":"2018-02-05T19:16:04.000Z","issue":"Closing on a mortgage","sub_product":"Other type of mortgage","zip_code":"225XX","tags":null,"has_narrative":true,"complaint_id":"2794698","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NVR INC.","date_received":"2018-01-26T17:34:40.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["He said that if I did not go with XXXX then they will <em>cancel</em> my contract and send me a default letter and would not return my money. Since XXXX could not get me approved for XXXX with <em>payments</em> being {$2300.00}, XXXX then tried FHA plus loan and my <em>payments</em> would be $ XXXX/month. I did not want to pay the $ XXXX/mo, so I certainly did not want a higher monthly <em>payment</em>, so I told XXXX that I do not want those high monthly <em>payments</em>."]},"sort":[7.410648,"2794698"]},{"_index":"complaint-public-v1","_id":"4763795","_score":5.7576594,"_source":{"product":"Mortgage","complaint_what_happened":"We are reopening our complaint against Chase CFPB complaint # XXXX The response from Chase was a lie. They have their calls on a recorded line. What we have stated here is fact and can be verified by reviewing the phone calls Chase mad to us. They promised to reimburse us for their errors now have declined to reimburse us. \n\nFact Chase approved us for the purchase of a 2nd home in XX/XX/XXXX with 100 % of the down payment as gift funds Fact Since Chase approved our loan structure - We incurred expenses travelling from XXXX to XXXX and found a home but cancelled the contract after inspections we done Fact We found another house and Chase re-approved us for the purchase of a 2nd home with 100 % of the funds from gift funds. \nFact The loan officer - XXXX XXXX confirmed with us multiple times on the phone and written communications that 5 % of borrower funds were not required. \nFact We incurred non-refundable expenses related to the purchase of the property based on the approval Chase provided us. \nFact The {$15000.00} XXXX was non-refundable 21 days from the contract date. \nFact XX/XX/XXXX - XXXX XXXX told us 21 days after the contract date that he made a mistake and indeed 5 % was required to be provided by XXXX. As he stated on a recorded phone call - XXXX had a strategy session with him manager to fix his mistake and his manager suggested we change occupancy from 2nd home to primary residence. XXXX specifically stated we had 2 options ( my 401k funds or provide a joint bank statement ) but XXXX suggestion of changing occupancy would be a 3rd option. XXXX stated the 401k needed to be liquidated and he didnt know we had a joint account. There was no reason to provide this because until that phone call we were approved to close with gift funds. \nFact XXXX pitched us on the option to change occupancy and went over what was needed. XXXX provided the option and explained that I needed to get a letter from my job stating I can work XXXX which was provided at his request. Chase even called my manager to confirm that I can work XXXX and approved the loan for primary residency. \nFact Since we started looking for a 2nd home- my employer closed the corporate office so I am now 100 % a remote employee and can work anywhere in the world. I am no long required to be in the XXXX area. \nFact - Chases response to the original CFPB complain is a complete lie and further deception. Chase is trying to shift the blame to XXXX. Chase should provide the recorded phone call so everyone can hear how XXXX planned it out to cover up his mistake then presented us with an option that was approved by his manager. XXXX never spoke with any Chase managers about changing the occupancy. XXXX presented the option not XXXX. According to XXXX, his manager was involved so multiple Chase employees were advising us to change the occupancy. \nFact As a Chase XXXX XXXX should have known what he was presenting to us was not allowed. His Manager should have known this was not allowed and should not have told XXXX to present it to us. This is outright malpractice on multiple levels. Chase should be held financially responsible for improper knowledge and training if their employees. Their advice cost us thousands of dollars and we lost the home we wanted to purchase. \nFact - XX/XX/XXXX We already had scheduled the final walk through and once again incurred expenses to travel from XXXX to XXXX. \nFact XX/XX/XXXX - Chase issued an approval as a primary residence. \nFact On XX/XX/XXXX - {$17000.00} was wired from our joint account to title company even after multiple confirmations from XXXX stating 5 % borrower contributions were not required this satisfied the 5 % requirement for the purchase of a 2nd home. \nFact Chase declined the loan days later. \nFact Chase declined a loan that meets guidelines for both a 2nd home or as a primary residence because we wired money from our joint account to the closing agent. We provided the wire confirmation but Chase suspended the loan. \nFact I have escalated my complaint through several departments at Chase. Members from the Chase Executive Team responded and confirmed with us that Chase is in the wrong. They mistakenly approved us to use 100 % gift funds on 2 applications, they mistakenly told us multiple times that 5 % was not needed from me, they stated they will do the right thing for us They were making transcripts of the calls XXXX had with us. \nFact We followed up day after day and got no response or kept being told people were on vacation that needed to be present to make a decision on our loan. \nFact Because of delays by Chase, closing was postponed. We already had travel arrangements from XXXX to XXXX. I was flying in straight from a convention and XXXX was driving. So we incurred yet more expenses due to Chase 's scam. \nFact Instead of closing on XX/XX/XXXX, we were still waiting for answers. Instead of furniture and movers delivering our purchases to the new house- we had to set up a storage unit to accept deliveries and pick up of non-refundable furniture we purchased for the house. \nFact We had to get multiple extensions from the sellers because Chase continued to drag out the process beyond the XXXX of XXXX only to come back and say they are declining the loan for the occupancy change which is what XXXX convinced us to do. \nFact Chase made multiple mistakes on our loan and admitted to it multiple time by multiple people. We met all guidelines and still got declined for both 2nd home and primary residence. There is no valid reason for declining our loan. If we changed the occupancy to an investment property then no one would have even gave it a second thought. So change in occupancy is an orchestrated excuse to decline the loan to cover their mistakes. \nFact We satisfied all guidelines so if Chase felt like we did not meet XXXX guidelines then there is no reason Chase could not have held the loan in their portfolio since they were the ones who made all the mistakes on the file. \nFact The Sellers refused additional extensions to allow us to start all over with a new lender and held our deposit and the additional funds we sent to the title company for closing until they found a new buyer. We could not even look for another property because we had over $ XXXX in funds being held hostage due to Chases misrepresentation. \nFact When the Sellers found another buyer they kept {$5000.00} of our deposit. We did not get our money returned until the first week of XXXX which prevented us from looking at different properties. Now there are no homes in the exact area we wanted to be in. \nFact We incurred more expenses going back to Georgia to empty the storage unit to bring our purchases back home since we can not return any of it. \nFact We continue to incur expenses for storage unit here at home. \nFact The Chase Executive Team confirmed Chase is liable and would be reimbursing our expenses and requested we submit receipts. \nFact The Chase Executive Team invited us to submit our expenses for reimbursement and provided an email address. \nFact We submitted out expenses but Chase waited until after our 60 day response period expired before communicating that they will not reimburse us for the expenses we incurred based on their mistakes. So we are reopening this case. We are not going away because they apologized for their mistakes. \nFact - If they can decline loans that meet all guidelines then the guidelines, lending laws, and consumer protection agencies are completely worthless. \nFact - We did what we were told to do and Chase keeps dodging responsibility for it. \nFact We have notified Chase to retain all forms of communication ( emails, online messages, phone calls and transcripts ) they have between us and them. The facts laid our here are 100 % accurate and can easily be verified by reviewing the communications between us, XXXX and the Executive Team. \n\nTelling us to change the occupancy then declining us for changing the occupancy is beyond deceptive it is blatant fraud! Promising to reimburse us then declining to reimburse us is further proof of their continued dishonesty and deceptive business practices.","date_sent_to_company":"2021-09-29T15:48:35.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"60074","tags":null,"has_narrative":true,"complaint_id":"4763795","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-09-29T14:59:53.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They promised to reimburse us for their <em>errors</em> now have declined to reimburse us. \n\nFact Chase approved us for the purchase of a 2nd home in XX/XX/XXXX with 100 % of the down <em>payment</em> as gift funds Fact Since Chase approved our loan structure - We incurred expenses travelling from XXXX to XXXX and found a home but <em>cancelled</em> the contract after inspections we done Fact We found another house and Chase re-approved us for the purchase of a 2nd home with 100 % of the funds from gift funds."]},"sort":[5.7576594,"4763795"]},{"_index":"complaint-public-v1","_id":"5962240","_score":5.5906696,"_source":{"product":"Mortgage","complaint_what_happened":"We were referred to Gateway Mortgage by our real estate agent since XXXX had already approved the builder of the home we were in contract to purchase with. \n\nI first spoke with XXXX XXXX on XX/XX/XXXX and he informed me of their one-time close construction to perm product. I was told that I would just need to do one initial closing and that the loan product was a 20 % down, 12-month construction loan that would convert into a permanent loan automatically at the end of the construction period. I was told that there was a second loan that came a long term rate lock that ran concurrently with the construction loan and came with an approximately {$5000.00} extended lock fee that got reimbursed when I modified to the second portion of the loan, I was told they take this fee to ensure I do not try to work with any other lenders during the construction period and that I would lose that fee if I switched lenders. I asked XXXX what would happen if construction ran behind the 12-month schedule and was informed that the loan would be extended typically in 3-month increments but that there would be an extension fee associated with any extensions. There were items in the loan documents that outlined the costs of extension so I had no reason to question what XXXX had told me. This information provided by XXXX was further confirmed by the marketing material advertising this product on Gateway Mortgage Websites. XXXX and XXXX underwriting were providing our construction contract that outlined a 8-12 month build project and signed a contract with the builder outlining the same timeframe. \n\nWe received our closing disclosure on XX/XX/XXXX which I sent back due to an error in the loan amount. It showed the wrong amount but the correct term of 30 years and a fixed rate of XXXX with the first 11 months being interest only and principal being applied to start in month XXXX. \n\nXX/XX/XXXX I received notification from XXXX XXXX that I had actually been approved to only put 10 % down so they were increasing my loan amount to approximately $ XXXX in order to reduce my cash to close. I agreed that this was ok and reviewed the closing disclosure which again stated 30 years and a fixed rate of 3.625 % with the first 11 months being interest only and principal being applied starting in month XXXX. \n\nXX/XX/XXXX I received an email from XXXX team that said the below Please find the attached final CD for your closing. The amount you need for closing is {$82000.00}, to wire the funds, you will need to contact the title company for them to give you the wiring instructions. Their information is below : Thanks, and let us know if you have any questions. Again this was the same disclosure I had signed that stated Closing Disclosure Stated I was receiving a 30-year loan with a Fixed 3.625 % interest rate that could not increase after closing. Since I was told this was a onetime close and I had a closing disclosure confirming had a 30-year fixed rate mortgage I had no reason for concern. \n\nOur loan closed the next day on XX/XX/XXXX At no point during the research of XXXX  materials for this product, discussion with loan officer, or during the closing process was I made aware that there was a risk of not get the locked interest rate, nor was their any mention of any risk of my payments nearly doubling. I was told that this was a XXXX time close loan that would modify at the end of the construction period. My construction to permanent change notification document states Rate for final modification is locked prior to closing the construction phase. Your end rate will be the same or lower, as your construction rate. When I received a closing disclosure that said I was receiving a 30 year loan with fixed rate that would not increase. I had no reason to question this because this is what I had been told from the beginning of the process. \n\nOn their website XXXX describes this loan as Perfect for homebuyers with good credit, stable job and income history, and are seeking to build their dream home with the flexibility of conventional financing combined with the cost savings and convenience of one loan closing. \n\nIn XXXX brochure they describe the modification process as below : MODIFICATION PROCESS : Although your builder has completed the project and has received the final draw, the modification process must be completed before you move into your new home. \nXXXX. Rate : You must lock your permanent interest rate. If you locked during construction, this step is complete. If you have not locked, please contact your Loan Originator to discuss your lock. Afterwards, your Loan Originator will inform our modification desk of your loans particulars. \nXXXX. Updating Credit Information : Depending on your XXXX and credit score, XXXX may require updated income and credit documentation to ensure the best rate possible. \nXXXX. Document Signing : Once your rate is locked, we will contact you to arrange a time for you to sign the modification documents. \nXXXX. Funds Due at Signing : Expenses due at modification may include the following : Construction interest due up to time of signing. Prepaid interest due on the permanent loan. Escrow setup ( property taxes, insurance, and mortgage insurance ). Any shortages in the inspection fees. Any unforeseen costs not paid from the initial closing. \n\n\n\n\nOn approximately XX/XX/XXXX. I was notified by the builder of my project that they were running approximately one month behind the estimated 12-month timeline due to issues with XXXX, a large fire in the area combined with supply chain issues on a couple of the materials needed for the home. My builder reached out to the loan administrator at Gateway Mortgage with the same information and was told on XX/XX/XXXX they are being fairly lenient because of Covid with extensions. She said when the loan is within about 30 days of expiring, the loan officer will send a letter asking if you need an extension. \n\nAfter receiving this information I reached out to my loan officer XXXX XXXX along with the other assistants involved in my initial loan transaction to notify them with as much notice as possible of the potential delay and to prepare for anything that would be needed for an extension. I did not receive any response from XXXX and still have not received any word from him as of today XX/XX/XXXX. \n\nOn XXXX I reached out to XXXX XXXX who sends my monthly statements because I still had not had any response from anyone at XXXX regarding an extension. At this point, I was provided with the information that XXXX XXXX was no longer with the company and that my new loan officer was XXXX XXXX. I immediately called the number that she provided and the phone was answered by an assistant of XXXX XXXX. At this point I was first informed that the permanent loan would only be extended up to 30 days. I asked him what happened if the rate expired and I was no longer able to qualify for the permanent loan. His response was that his advice is to make as much income as possible and wait to see what happens. I informed him that with only a couple of months left to convert the loan it was unlikely that I would be able to add enough income to offset an approximately {$18000.00} annual increase in payments based on current rates and approximately {$540000.00} over the life of the loan. I again asked him what options I had if I dont qualify for the new loan payments and was told that he would call me back. \n\nOn the afternoon of XX/XX/XXXX I still did not have a response from XXXX XXXX 's assistant so I sent an email requesting a call from XXXX to review my concerns and to prepare for what we needed to do to have a successful modification from the construction to perm loan. I received a call back from XXXX the same day but we were not able to connect until the next morning XX/XX/XXXX. \n\nOn XXXX I made contact with XXXX XXXX XXXX At this time I was first informed that my rate lock had already expired a few days earlier on XX/XX/XXXX. He expressed frustration with XXXX XXXX for doing this to dozens of borrowers where he locked the rate long before the loan actually closed causing the permanent loan to expire months before our construction loan without explaining that impact to the borrowers. This decision left us with a rate lock that expired before our estimated completion date of the build. According to XXXX this now requires us to get a new loan at current rates that we can not afford. At todays rates the new payment is approximately {$1600.00} per month higher or over 60 % higher than what we were quoted and under the impression was locked and fixed since we had closed our loan months before. All of XXXX ' promotional materials for this loan product stating that once you \" lock the rate this step was complete '' are completely false. I asked XXXX why I was not contacted prior to our rate lock expiring as we were told would happen 30 days prior by multiple people at XXXX and he stated that he is very busy with hundreds of files. I also asked XXXX if he or XXXX had ever informed me that he was my new loan officer to which he had no response. Had I been informed that I had a new loan officer I would not have lost several weeks trying to get a response from XXXX and would have had the opportunity to extend my lock the initial 30 days per XXXX policy. I again asked what options I have if I can not afford the new payment since I am now a couple of months away from having a {$620000.00} loan that needs to be paid off and XXXX is not willing to honor the rate for the modification I was given at closing on the XXXX close mortgage. I even restated that I was willing to pay the lock extension fees for the extensions which I was originally told I would incur. XXXX response was that he can not speak for the board at XXXX but that they would probably not want to foreclose. I again asked XXXX if there were any options to work together for a solution that was not foreclosure since I am willing and able to pay the amount originally locked and would have never taken the loan if I had known there was no option to extend due to COVID delays and he stated that there were not any other solutions and that it was not his fault my builder was running behind. He also stated that there are hundreds of people at XXXX in the same position as me. I asked him if that isnt there a problem with their practices if they have hundreds of people with no ability to repay the loans that XXXX generated. To Which he had no response. He lastly stated that if I have a problem with Gateways policies I can give the owner of XXXX, XXXX XXXX a call. XXXX told me that he was the head of XXXX for TN and there was no branch manager above himself that I could speak with. \n\n\nIn my opinion, there are many unfair and predatory practices involved in XXXX One Time Close Product that by XXXX XXXX 's own admission are harming hundreds of their consumers. \n\nXXXX. Admittedly they have a loan officer that was explaining the XXXX rate lock as running concurrently with the construction loan which it did not. They have documents in the loan package stating the rate for the modification will be the same or lower than the initial rate. Since other banks offer true onetime close loans the loan officer has an incentive to mislead the borrower into thinking that this is the same or very similar product. They also had my build contract showing a 12-month build, which was reviewed by the loan officer and I assume the underwriter and not one mention was made that I would not have the option to extend the rate to the projected length of the build. Essentially negating any benefit I would have gotten from choosing this product. \nXXXX. They blatantly disregarded any fiduciary duty or duty of care and fair dealings owed to me as a client of a closed loan with them. They avoided contact prior to the expiration of my rate lock. I attempted to make contact with my loan officer prior to the lock expiration and got no response. Not only that the new loan officer responsible for my file did not attempt to make me aware that he was my new contact. He also stated that he was the manager and was aware that this was a problem happening with many of XXXX XXXX 's files and still no communications. This shows an attempt at deception to allow the lock to expire so that they would not have to honor their commitment or their policy. \nXXXX. Their advertising materials blatantly mislead the borrower regarding the true facts and risks of this product. Nowhere does it state that it is possible for rates and payments to double at the end of 12 months or in my case at the end of 10 months. \nXXXX. In combination with misleading advertising and statements to send a closing disclosure that states a 30-year conventional fixed-rate loan in which the interest rate can not increase after closing and then 10 months after the closing inform me that that was not correct and that they can double that rate is false and misleading. \nXXXXThey have the borrowers in a very tough spot after closing the initial loan because XXXX. The builder has to be approved which takes time so finding an alternative that meets the criteria during the allotted time frame is not really a option if there are any issues with the builder. \nXXXXThey also have the borrowers in a pinch after closing because even though they supposedly closed both loans at the closing table if there are any delays in the timeline they are able to cancel and make more by denying the borrowers an extension and forcing them to take out a new loan at a higher rate causing a drastic increase in payment that they may not be able to afford. If the borrower does not qualify for the new rate then they have no ability to repay the construction portion of the loan making their one-time close loan not really a one-time close loan. \nXXXX. Multiple people within this institution use the fact that there are two different loans with two different terms to selectively and falsely answer questions from the consumer. For example, I asked multiple people, multiple times regarding extending my loan and was told that before during, and after closing my loan I would be contacted 30-60 days prior and given an option to extend at a cost. When it came down to it they are now telling me that is true but only on the construction portion of the loan. If a consumer asks a question about a one-time close and a lender chooses to only answer the question about one-half of that loan and not make mention that it does not apply to the other portion, that is dishonesty and deception. This is also a problem within the loan documents. Since there are essentially two different loans that supposedly close at the same time modify later there are a lot of documents involved in the closing. They blur the lines between those two loans to create confusion for the borrowers. There is a page in my note that outlines the cost and process of extension that matches what XXXX originally told me. When I point to that after the fact they again state well that it was only for the construction loan and now tell me that they do not need to honor that for the loan modification. \n\nI feel that XXXX Mortgage employed a multitude of deceptive and unfair tactics in generating this loan. When making the branch XXXX aware of the problem I was not offered a single solution other than wait and hope they choose not to foreclose. I feel that both my original and current loan officers were clearly not working in my best interest and breached the fiduciary responsibility that they had to me.","date_sent_to_company":"2022-09-08T22:29:29.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"92886","tags":null,"has_narrative":true,"complaint_id":"5962240","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GATEWAY FIRST BANK","date_received":"2022-09-08T21:58:12.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["At todays rates the new <em>payment</em> is approximately {$1600.00} per month higher or over 60 % higher than what we were quoted and under the impression was locked and fixed since we had closed our loan months before. All of XXXX ' promotional materials for this loan product stating that once you \" lock the rate this step was complete '' are <em>completely</em> false."]},"sort":[5.5906696,"5962240"]},{"_index":"complaint-public-v1","_id":"2711903","_score":5.526928,"_source":{"product":"Mortgage","complaint_what_happened":"Green Treen/Ditech has been claimiing to be my Servicer since XX/XX/XXXX ... Green Tree was fined XXXX XXXX by the CFPB for exactly what I complained about ... failing/refusing to Review Loan-mod Applications for over 6+yrs ( 8yrs total when including XXXX XXXX ) , and several hundred 200+ harassing calls to demanding payments or get out, and credit agency assaults against me that was detrimental to renew my security clearance, etc ... So, after 6 years with their unconscionable servicing failures and foreclosure threats while refusing to review my loan-mod application ... I found out about the CFPB consent order and called CFPB to complain and beg for help and relief ... CFPB told me, I was not in the Green Tree 's database, sorry! ( COMPLAINT Tracking Number # XXXX ) No help, nor relief from CFPB ... I 'm asking again for help! \n\nNow, my house was wrongfully/fraudulently foreclosed 4 months ago, on XX/XX/XXXX ... Although, I am still in the house at this moment ... \n\n-- Combining these facts seems to mean that my house was either foreclosed on by someone who is not really my servicer, or my servicer can hide their dirty laundry and deeds from federal-oversight at will ... That just does n't seem right ... Read further about the crimes they get away with ... Any thoughts? ... Comments? \n\n- I had a small victory in the Virginia 's XXXX Gen Dist Court on XX/XX/XXXX defeating an Unlawful Detainer ( UD ) against the people who bought my home at Trustee-sale ... Using the Virginia Supreme Ct ruling, in the Parrish case ... Because this is \" not a Landlord-Tenet issue '' but rather \" Lender-Servicer defrauding Homeowner issue '' and unjustly enriching themselves while committing crimes and violations of several State and Federal statutes and regulations, and to the detriment of this homeowner, government oversight and denial of homeowners due process have all taken a black-eye ... Went to XXXX public Aid because I 've been financially broken but they do n't do fraud cases because they 're not chartered for it, but could help file bankruptcy case though ... Most useless! \n\n-- Now Served with XXXX / Ejection complaint in XXXX Circuit Ct. - Served Thursday, XX/XX/XXXX with 21 days to respond ... \n\n- Below I identify several issues including several title issues and FDCPA, RESPA, FCRA, etc ... \n\n- Briefly, the Parrish case was useful to layout title issue and the elements of Servicers failure to review Loan Mod App, which was never reviewed ( Never denied because it simply was Not-ever reviewed, in 8-yrs ) ... There are Many title issues some of which follow ... \n\n- FDCPA / RESPA / TILA / CFPA Violations ... \n\n- Breach of Deed-of-Trust ( DOT ) contract ( many ) ... \n\n- Threatened with foreclosure at least 6-7 times which Servicer voluntarily withdrew once reminded of pending review of loan-mod app ( but was never reviewed for determination ) ... \n\nXXXX County Property Records is crime scene ( Forged DOT ( Different from Closing Docs ), failed & missing & void Assignments and void Appointments of DOT ) ... \n\n- Defaulted in XX/XX/XXXX & subTrustee Appointed ... \n\n- Loan Mod App in XX/XX/XXXX ... \n\n- DOT Accelerated in XX/XX/XXXX/XX/XX/XXXX subTrustee sale ... \n\n- Ch-XXXX BK blocked subTrustee sale in XX/XX/XXXX ... \n\n- Mortgage was NOT reaffirmed in BK and Acceleration was Never rescinded over 8-yrs ... \n\n======= - XXXX XXXX had completely ignored my Loan-mod App, and XXXX XXXX who XXXX sent to get my Loan-Mod Application request for review ... They acknowledged receipt of application, but would not review - NOTE : later I discover nearly half the XXXX REMICs being serviced by XXXX were bankrupted empty shells and were seized, by FED or/and FDIC and half of all loans were scheduled for foreclose while the other half were frozen ) ... \n\n- XXXX locked me out of my online Account login in XX/XX/XXXX ... \n\n- XX/XX/XXXX - subTrustee sent Notice again scheduling foreclosure for XX/XX/XXXX and ... funny thing is subTrustee Notice also acknowledged previous acceleration ( XX/XX/XXXX/XX/XX/XXXX ), and stated they were \" accelerating again '' ... I do n't believe they can accelerate the Deed-of-Trust contract again ... Moot legal impossibility! \n\n- Hope Now/HAMP App online in XX/XX/XXXX ... I had to hire an lawyer to be the honest-broker because XXXX blew me off ... He contacted the subTrustee After and after 3-days on the phone and searching XXXX 's website to no avail, Attorney XXXX XXXX told me to file another 'fresh ' application for loan-mod on the \" Hope Now '' website because they are Approved by HUD , Treasury , XXXX , XXXX , etc ... and can be the honest broker to document and force XXXX to perform as required ... \n\n- Hope Now/HAMP application was completed online and their representative called me, verified data, and initiated 3-way conference call to XXXX ... XXXX representatives ' eventually acknowledged receipt of application but stated there was no loss-mitigation rep assigned ... Hope Now reps called me 3-days in a row to conference with XXXX Loss-Mitigation folks to no avail ... No one at XXXX was ever assigned to review application. Over the next few weeks there were several more efforts to no avail ... They did not review Loan-mod App ... \n\n\n- XX/XX/XXXX - subTrustee explained in phone-call that Servicer halted Trustee sale due to HAMP ... \n\n- XX/XX/XXXX - subTrustee recycled the same forreclosure paperwork to give Notice and initiated foreclosure again, then canceled after advertising and sale, then at the last minute claiming in FAX that Servicer halted Trustee sale \" due to HAMP '' ... \n\n- XX/XX/XXXX Green Tree sent Notice of Default ... \n\n- NOTE : XXXX County Property records show that a Secretary of an unknown Law firm, \" XXXX XXXX XXXX XXXX XXXX '' claiming to be Attorney-in-Fact for XXXX secretly ( without Notice ) Assigned loan to Green Tree Servicing in XX/XX/XXXX ... However this assignment is void because No Power-of-Attorney ( POA ) accompanied the assignment. Without POA the Assignment is Void-ab-Initio When  XXXX Loan/MIN account goes into Default or files Bankruptcy, the MIN/account is Deactivated and transferred out of XXXX System and XXXX status is reported as INACTIVE. XXXX will make no more assignments unless/until MIN Account is REACTIVATED by Lender/note holder. \n\n- XX/XX/XXXX Green Tree Appoints another subTrustee \" Commonwealth Trustee '' stating that XXXX XXXX is owner of the Note and Appointed Green Tree as Servicer ... That is FRAUDULANT ... As explained above, XXXX XXXX 's secretary assigned and recorded without including the POA. [ Property Description recited in appontment has minor errors ( Survey-line point location, is at Lot XXXX, not XXXX, etc ) ] Did not review Loan-mod App ... \n\n\n======= - Virginia Statute of Limitations ( SOL ) after Acceleration of written DOT contract is 5yrs ( VA Code 8.01-246 ( 2 ) ) ... \n\n- Commonwealth Trustees initiated Foreclose again in XX/XX/XXXX, but canceled for undisclosed reasons FRAUD NOTE : XX/XX/XXXX Ditech employees delibert frauds ... created, signed, wired or mailed and then recorded a void Assignment setting-up XXXX for fraud and using XXXX name even though ( 1 ) XXXX account remains \" Deactivated '' since XXXX and was never \" Reactivated '' ... MIN Status=INACTIVE since XXXX due to being removed from XXXX System and thus beyond XXXX  purview as required by XXXX Serving Manuals , due to homeowner Default and Bankruptcy in XXXX. The loan was never \" Reinstated '', ( nor de-accelerated ) and therefore the loans MIN Acct could never be \" Reactivated '' therefore this XXXX assignment is both legally an impossibility ... \n( 2 ) Using XXXX name to create a back-dated missing assignment by more than 6-yrs to fill chain-of-title gap where XXXX ( loan originator ) transferred/Assigned/or sold to XXXX because chain-of-Title was broken ... \n( 3 ) Still, Ditech used the Wrong dates and therefore left a 2+yrs gap and the broken title-chain remains ... \n( 4 ) The Address used for XXXX and XXXX belong to neither, but rather belong to Green Tree and Ditech, as a means to intercept communications ... \n( 5 ) This void assignment also violate VA Supreme Court ruling that After-Acquired title doctrine applies only to original parties ( not Ditech ) ... \n\n- Commonwealth Trustees Foreclosed for Ditech on XX/XX/XXXX which is more than 3+yrs beyond expiration of Virginia Statute-of-Limitations ( SOL ) on accelerated written contract ... This is fraud too right! ... Virginia Supreme court says Deed-of-Trust is a contract ... \n\nNO Loss-Mitigation activity in 8-years - I wanted to convert or refinance to a VA-Loan at fair market value and I was punished for 8+ years ... Who are the people? \n\n-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - NOTE : Servicer 's failure ( delay & ultimate refusal ) to Review and make determination of my Loan-Mod App has financially crippled me and homeowners nationwide ( re : SIG-TARP report, to congress XX/XX/XXXX - XXXX XXXX XXXX XXXX XXXX ] ) - Servicers Green Tree and Ditech ( by merger ) knew about Ch-XXXX BK but continued making improper derogatory entries to Credit Reporting Agencies ( CRA ), harassing me with hundreds of phone calls ( one message told me to payup or get out ), and continued sending monthly billing statements throughout the 8-yrs of this Loan-Mod review process ( to punish me? ) ... But they would not review the Loan-Mod Application - Servicers, I think are not permitted to report to CRA 's after BK Ch-XXXX ( because Note [ debt ] is discharged ), and CFPB regs supposedly halt/bar credit reporting during and for 60-days during/following loan-mod review processing ... Virginia SOL gives creditors 5-yrs to collect on the written contract which they did not do in time ... \n\n- Hardship letter as part of the Loan-mod App explained ... Wife 's XXXX XXXX and that although separated, I had to help with expense during her surgeries, recovery and resulting unemployment and living expenses ... AND this house I bought from XXXX XXXX REO should have been condemned not resold AS-IS ... just to move in, I had to borrow and spend nearly $ 40K in all to fix crawlspace-foundation flooding and Black-mold removal ... Still both return regularly ... A/C, clothes-washer, and dish- washer and shed in back was falling over ... They stuck-it-to-me good ... \n\n- Deed came from XXXX XXXX as Trustee for XXXX XXXX, a bankrupt XXXX REMIC Trust being sued by everyone for looting and sell the properties entrusted, i.e. hedge funds XXXX and XXXX XXXX, etc ... \n\n- My effort in XX/XX/XXXX was to refinance into a VA-Loan to get rid of escrowing PMI and they insisted on a loan-mod and they even sent XXXX XXXX to my house with an Loan-Mod Application ... Then they ignore both of us and never reviewed the App ... \n\n- Unconscionable Loan-Origination and Servicing failures has destroy my credit and financial reputation and caused serious economic harm because I am not able to continue career in the military and civilian XXXX XXXX ( XXXX ) XXXX XXXX ( XXXX ) as XXXX XXXX and XXXX XXXX which requires maintaining XXXX National Security clearance the until this is resolved and my reputation is restored gainful employment is not possible at best ... \n\n-- The XX/XX/XXXX Ch-XXXX BK was a \" XXXX XXXX XXXX '' which was understandable and defendable to my employer because it resulted from Server threatening foreclosure in spite of no Loss-Mitigation communication ( none assigned ), and the yet outstanding Loan Mod App review, and then subTrustee Accelerating the loan and scheduling and advertising sale for XX/XX/XXXX and since the property value dropped 45 %, this threat included a {$160000.00} Deficiency Judgment which was terrifying ... But this exact scenario created lucrative windfalls for servicers at the expense of Investors and homeowners nationwide ... This un-regulated servicing industry trapped homeowners in Loan-Mod scam and failed to perform the fundamental due-diligence of \" Loan-mod reviews '' as required by Treasury Dept 's TARP agreements giving them XXXX ... \n================= - Instead of helping homeowners, Servicers captured homeowner ( s ) in a fraudulent Loss-Mitigation cycle of double-cross ( which was later coined \" dual-tracking '' ), denying any communication, options, etc ... \n\n- I was harmed by this whole Financial Crises and then Foreclosure crises, like a lot of people, but failing to review my loan-mod app for 8-yrs should be considered a crime upon the Treasury 's contract with Servicers and the Treasury paid them in advance with TARP funds using taxpayer 's money to fund Servicers contract and commitment to review loan-modifications Apps, which they refused to do, ever! ... these Servicing failures is a fraud on the US and local economies and communities, the Treasury was directly defrauded, and I was directly harmed for my belief and I had a reasonable expectation that a government sponsored Loan-Mod App Review would be harmless ... \n\n- FINAL RANT : Banking and Financial Institutions quickly began dumping their servicing business onto unregulated rogue and abusive servicers in response to new regulations passed by congress and then the DOJ, SEC, FED 's OCC, Treasuries OTS, and other Reg agencies gave Non-Prosecution agreements to banking executives and financial corps alike ( including XXXX ) in return for Consent Orders and fines ( which seem to be the DOJ 's cut ) never amounting to little more than fractions of 1 % of the looted-booty which proved this crises and response is an excellent business-model for the next bubble generation ...","date_sent_to_company":"2017-10-25T11:24:59.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"20111","tags":"Servicemember","has_narrative":true,"complaint_id":"2711903","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ditech Financial LLC","date_received":"2017-10-25T10:35:39.000Z","state":"VA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":[". \n\n======= - XXXX XXXX had <em>completely</em> ignored my Loan-mod App, and XXXX XXXX who XXXX sent to get my Loan-Mod Application request for review ... They acknowledged receipt of application, but would not review - NOTE : later I discover nearly half the XXXX REMICs being serviced by XXXX were bankrupted empty shells and were seized, by FED or/and FDIC and half of all loans were <em>scheduled</em> for foreclose while the other half were frozen ) ..."]},"sort":[5.526928,"2711903"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":28,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":28}]}},"product":{"doc_count":28,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":15,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":7},{"key":"VA mortgage","doc_count":4},{"key":"Conventional fixed mortgage","doc_count":1},{"key":"FHA mortgage","doc_count":1},{"key":"Manufactured home loan","doc_count":1},{"key":"Other type of 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