{"took":305,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":76798,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"9921109","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage loan was transferred from XXXX to Shellpoint Mortgaging Services effective XX/XX/XXXX. My XX/XX/XXXX mortgage payment was paid to XXXX. My XXXX mortgage payment was paid online to Shellpoint Mortgaging Services on XX/XX/XXXX. On XX/XX/XXXX I received an Annual Escrow Account Disclosure Statement - Account History showing s contractual payment of {$730.00} with an increase to {$890.00} due on XX/XX/XXXX. On XX/XX/XXXX I received a Mortgage Statement with {$2200.00} due on XX/XX/XXXX. XXXX XXXX XXXX/XXXX/XXXX - XX/XX/XXXX indicates no activity. included in {$2200.00} was a fee of {$830.00}. The {$830.00} was listed as \" Other Fee '' balance ( details below ). XXXX XXXX : Code Violation. XXXX has not indicated that there was any code violation or fee owed of {$830.00}. In dispute this charge as well as the statement on the form of overdue payment. So far in the span of 2 weeks my mortgage has gone from {$730.00} to {$830.00} ( XX/XX/XXXX ) to {$2200.00} ( due XX/XX/XXXX ) .I was with XXXX XXXX XXXX for XXXX  years and never had the problems I'm having with Shellpoint XXXX XXXX XXXX","date_sent_to_company":"2024-08-26T21:50:48.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"60653","tags":"Older American","has_narrative":true,"complaint_id":"9921109","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2024-08-25T20:26:03.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["XXXX XXXX XXXX/XXXX/XXXX - XX/XX/XXXX indicates no activity. included in {$2200.00} was a <em>fee</em> of {$830.00}. The {$830.00} was listed as \" Other <em>Fee</em> '' balance ( details below ). XXXX XXXX : Code Violation. XXXX has not indicated that there was any code violation or <em>fee</em> owed of {$830.00}. In dispute this charge as well as the statement on the form of overdue payment."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9921109"]},{"_index":"complaint-public-v1","_id":"9797943","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX, I attempted to refinance to get away from Select Portfolio Servicing, as my mom had trouble with them for many years prior. My loan processing was going through until Select Portfolio added on a {$56000.00} processing fee that killed the loan. Further, at the time, the amount left on the loan was {$42000.00}, which is important to remember based upon the current issue. I also wanted to get the loan into my name, as my grandmother left me the house and everything is in my name. XXXX XXXX XXXXXXXX, the original lender, had me as a party on the account, but Select Portfolio kept removing me and making me run through hoops to get put back on ( my grandma is now deceased and I am in charge of the estate ). In XXXX of XXXX, due to my condo association not accepting cash payments, Select Portfolio started paying my condo fee and changed my escrow/p and I payment to XXXX. Of this, XXXX was for principal and interest, XXXX was for taxes, XXXX was for the condo fee, and the rest, or roughly XXXX was to pay back the negative XXXX in my escrow. It was assumed that after 10 months, my escrow would be back to positive ; however, Select Portfolio kept this payment going until XX/XX/XXXX when they raised my payment to XXXX a month AND said my principal and interest was raised to XXXX a month. When I asked them to run an audit and explained I was owed money ( it took them 4 years to even talk to me, as they kept saying I needed to fill another form or they lost this one and 15 phone calls ), they instead sent me a letter saying their calculation was correct and my escrow, which I have overpaid, was negative XXXX! I asked for a full breakdown of everything going in and out of the escrow to find out they were taking money and not crediting my payments anywhere, with XXXX here, XXXX there, XXXX another time, all adding up to the negative they were claiming but it was going nowhere. I wrote to them to do an audit this time, after they refused to acknowledge my request the first time ( on recording ) and, when calculating what was owed back to me on overpayments was nearly {$13000.00}. Then, I saw my balance was up from XXXX to now XXXX ( meaning they didn't credit payments at all ) and the {$56000.00} was now an advance, even though there was no advance to the account for anything and no explanation. Further, because they refused to fix my payments, even though I would make multiple payments a month, they started charging late fees that are erroneous. AND, they constantly make mistakes on my condo association fee, which was the whole issue in the first place, where they're constantly late on payments or send in the wrong amount.","date_sent_to_company":"2024-08-14T21:59:22.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"63141","tags":null,"has_narrative":true,"complaint_id":"9797943","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2024-08-14T21:33:35.000Z","state":"MO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["In XXXX of XXXX, due to my condo association not accepting cash payments, Select Portfolio started paying my condo <em>fee</em> and changed my escrow/p and I payment to XXXX. Of this, XXXX was for principal and interest, XXXX was for taxes, XXXX was for the condo <em>fee</em>, and the rest, or roughly XXXX was to pay back the negative XXXX in my escrow."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9797943"]},{"_index":"complaint-public-v1","_id":"9779136","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"My bank is BMO Harris Corporate office in XXXX XXXX Illinois My HELOC just went into repayment mode. Total borrowed is {$42000.00}. Payback time is 20 years at 9.49 % interest. They say me monthly payment is {$490.00}. If I look up any repayment schedule that has interest compounded daily, my payment should be {$390.00}. I contacted BMO about this matter both in their customer line and local bank. They will not give me any paperwork or figures on how they arrived at their math computations.","date_sent_to_company":"2024-08-09T16:37:08.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"545XX","tags":"Older American","has_narrative":true,"complaint_id":"9779136","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BMO BANK NATIONAL ASSOCIATION","date_received":"2024-08-09T16:01:10.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fees charged"},"highlight":{"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9779136"]},{"_index":"complaint-public-v1","_id":"9773214","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"I received a check from Wells Fargo stating there was an error on my approved and finalized loan modification. \nThe amount of the check is {$1000.00}. \nHow do I know if this is the total amount of the errors, or if this amount is some type of settlement. \nIt states I can participate in mediation if I do not agree with the amount. However, I have no idea how they arrived at the amount that was sent to me. \nDo I just assume the amount is correct and deposit the payment? \nI have never been contacted previously regarding any of this information.","date_sent_to_company":"2024-08-10T16:41:38.000Z","issue":"Trouble during payment process","sub_product":"Other type of mortgage","zip_code":"080XX","tags":null,"has_narrative":true,"complaint_id":"9773214","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-08-10T16:26:01.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fees charged"},"highlight":{"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9773214"]},{"_index":"complaint-public-v1","_id":"9753983","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"In XXXX of XXXX they purchased our loan and we received our first statement on XX/XX/XXXX. \n\nIssue number XXXX ( XX/XX/XXXX- XX/XX/XXXX ) - Charging insurance to our account beginning XX/XX/XXXX. We have had full and complete coverage, but Newrez decided to add coverage to our property. They added charges accordingly. Notifications were sent to an old address, so we never received any notification. We are not sure how the addressed changed from when they took over the account to XXXX, but they reverted to an old address. Because of their incorrect address change, this went on like this for several months. We are autopay, so all we knew was that they were receiving our payments. By XXXX of XXXX they had finally called us and we immediately provided the necessary XXXX documentation and expected this to be resolved. They were using our mortgage payment to escrow for insurance and taxes that we did not owe. \n\nIssue number XXXX - ( XX/XX/XXXX- XXXX ) By XXXX they had indicated that our account was overdue and for us to avoid a credit impact, we were requested to pay additional funds while they were figuring this out. We decided to pay the additional money, even though we had never missed a payment and did not actually owe any money. But we did not want our credit affected from a mistake that NewRez had made. \n\n- XX/XX/XXXX - XXXX check was sent from NewRez for {$560.00} which was supposed to be a reversal of escrow and money we had overpaid. We deposited the check on XX/XX/XXXX. \n\n- XX/XX/XXXX- Newrez issued a 2nd check for {$560.00} which we never received, they put a stop payment on the check during XXXX and then charged us late fees and NSF fees associated with this. \n\nIssue number 3 - Address - XX/XX/XXXX - XX/XX/XXXX- the correct mailing address was used - it is a Texas address - XX/XX/XXXX - XXXX XXXX- the incorrect mailing address was used - it is a Florida address and is about XXXX XXXX XXXX. \n- XX/XX/XXXX - current - the correct mailing address is being used. This could not have been changed by us, we were out of the country for an extended time. \n\nWe have had several calls and letters exchanged with the company and while the supervisors understand the issue, it remains unsolved. \n\nWe need some help please! \n\nWe were never late, We always had insurance, We never changed our address and we had to pay extra and it still is not resolved.","date_sent_to_company":"2024-08-08T21:32:04.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"76034","tags":null,"has_narrative":true,"complaint_id":"9753983","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2024-08-08T20:45:05.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["- XX/XX/XXXX- Newrez issued a 2nd check for {$560.00} which we never received, they put a stop payment on the check during XXXX and then <em>charged</em> us late <em>fees</em> and NSF <em>fees</em> associated with this. \n\nIssue number 3 - Address - XX/XX/XXXX - XX/XX/XXXX- the correct mailing address was used - it is a Texas address - XX/XX/XXXX - XXXX XXXX- the incorrect mailing address was used - it is a Florida address and is about XXXX XXXX XXXX. \n- XX/XX/XXXX - current - the correct mailing address is being used."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9753983"]},{"_index":"complaint-public-v1","_id":"9603930","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"New York State Department of State Division of Consumer Protection Consumer Assistance Unit XXXX XXXX XXXX XXXX, New York XXXX To Whom It May Concern : I'm writing this complaint about Shellpoint/newrez ( they took over my mortgage XX/XX/XXXX ) but my first payment to Shellpoint/new rez was XX/XX/XXXX XXXX \n\nI went to the Shellpoint/new rez website to pay my mortgage and could not do so because there was a {$30.00} home inspection fee pending on my account. I was never consulted about this fee. Shellpoint/new rez never notified or contacted me of this home inspection. Shellpoint/new rez is the first mortgage servicing company ( I have ever dealt with ) to charge such a fee and I am very \" FRUSTRATED '' to say the least. I'm also filing a complaint with my Attorney General 's office and with the Department of Financial Services, Consumer Assistance Unit, XXXX XXXX XXXX, XXXX XXXX, NY XXXX. \n\nI had to call customer service and wait XXXX on hold only to be told Shellpoint/new rez is charging me for a home inspection done to my property without telling me. I am asking for the return of this bogus and predatory practice {$30.00} fee ASAP. \n\nThank you, XXXX XXXX XXXX Email : XXXX XXXX","date_sent_to_company":"2024-08-07T14:15:16.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"10801","tags":null,"has_narrative":true,"complaint_id":"9603930","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2024-07-24T21:14:17.000Z","state":"NY","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["I am asking for the return of this bogus and predatory practice {$30.00} <em>fee</em> ASAP. \n\nThank you, XXXX XXXX XXXX Email : XXXX XXXX"],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9603930"]},{"_index":"complaint-public-v1","_id":"9525837","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/year> I entered into a XXXX XXXX Loan where they give me an equity loan and the repayment is based on an amount of the value the equity of the home has grown between start and payoff. I was told that I could make payments on this loan or I didnt have to. I was told I could refi my house and pay it off or sell my house and pay it off. I recently opened a second mortgage to consolidate debt and XXXX XXXX required me to pay this point loan off. I ordered a payoff statement from XXXX. They sent a payoff schedule that the rates change on from week to week. 1 month after payoff schedule was sent, XXXX XXXX sent a layoff check to XXXX. XXXX returned the check stating that they do not take partial payments ( account has to be paid in full ) but their system makes it almost impossible to pay in full as the amounts change almost daily. XXXX  ALSO GOES OFF OF ITS OWN INTERNAL APPRAISAL for properties, meaning they attach their own values to your home. For example, when I started this process they valued my home at {$XXXX}. Fast forward XXXX years and theyre valuing my home at {$XXXX}. And I have to pay a percentage of the difference. Which they decide and if I dont pay in full they wont accept the payment. I feel like I am trapped by this point loan. Im trying to make the right decision but with their assessed value changing so often I cant even save up enough money to get it paid off. They undervalued my home at the time of the loan, by about {$XXXX} so immediately they made money off me.","date_sent_to_company":"2024-07-16T23:11:31.000Z","issue":"Trouble during payment process","sub_product":"Other type of mortgage","zip_code":"80504","tags":null,"has_narrative":true,"complaint_id":"9525837","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RoundPoint Mortgage Servicing LLC","date_received":"2024-07-16T22:56:23.000Z","state":"CO","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9525837"]},{"_index":"complaint-public-v1","_id":"9503887","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"Using my banks XXXX XXXX process. My bank sent the payments to the po box shown on the mortgage statement for where to send payments well in advance of the grace period, usually the XXXX. Bank also shows deliveries on or before the XXXX of the month. \n\nVillage Capital & Investment LLC NMLS ID XXXX then forwards all the mail from that po box in XXXX and forwards to another payment processing location in Nevada. \n\nThey do not cash my checks until after the XXXX and charged me multiple late fees. The checks are dated by the bank prior to the XXXX grace period, and I have proof. They usually cash the checks after the XXXX, and this is intentional to extract late fees from me. Otherwise, they would honor the date on the check and count the payments on time. \n\nThis has been happening since XX/XX/year>. They have wrongfully charged me {$330.00} to date. \n\nAll Village Capital did when I called them to resolve this was offer to waive one late fee and encourage me to use their website bill payment system for future payments. I have a right and a choice on how I make my mortgage payments and I prefer using my bank to mail checks to them. \n\nThis is predatory and needs to stop.","date_sent_to_company":"2024-07-13T03:12:53.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"95991","tags":"Servicemember","has_narrative":true,"complaint_id":"9503887","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Village Capital & Investment LLC","date_received":"2024-07-13T02:55:16.000Z","state":"CA","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["They do not cash my checks until after the XXXX and <em>charged</em> me multiple late <em>fees</em>. The checks are dated by the bank prior to the XXXX grace period, and I have proof. They usually cash the checks after the XXXX, and this is intentional to extract late <em>fees</em> from me. Otherwise, they would honor the date on the check and count the payments on time. \n\nThis has been happening since XX/XX/year>. They have wrongfully <em>charged</em> me {$330.00} to date."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9503887"]},{"_index":"complaint-public-v1","_id":"9498638","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"PNC Bank is the mortgage servicer on one of my mortgages. I recently request to close my escrow account at PNC Bank and manage my insurance and property taxes myself without an escrow account. PNC Bank is requesting that I pay a fee of over {$750.00} in order to close my escrow account with them. The justification for this fee from PNC Bank was that I received a discount at closing for have an escrow account and they are attempting to recover that initial discount cost. First point, I never received any discounts for having an escrow account when i opened my mortgage. The escrow account was mandatory. Second point, PNC Bank was not my mortgage initiator. PNC Bank is the third mortgage servicer for my mortgage so they had nothing to do with my initial mortgage. Third point, I have 4 mortgages in total being serviced by XXXX, XXXX XXXX, PNC Bank and XXXX XXXX. I requested to close my escrow account with all my mortgage servicers and all agree, with no fee, except for PNC Bank who is attempting to extort an unnecessary and exorbitant fee in order to allow me to manage my own insurance and property taxes. Also, the mortgage was previously managed by XXXX XXXX before it was transferred to PNC Bank. XXXX XXXX charges no fees to close escrow accounts. Lastly, I reviewed my initial mortgage closing documents and found not discounts for having an escrow account, or any fees related to closing an escrow account. I would like to close my PNC Bank escrow account, with no fees, and continue to pay my mortgage as i always have. Thank you.","date_sent_to_company":"2024-07-12T13:51:28.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33196","tags":null,"has_narrative":true,"complaint_id":"9498638","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2024-07-12T13:30:01.000Z","state":"FL","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["I requested to close my escrow account with all my mortgage servicers and all agree, with no <em>fee</em>, except for PNC Bank who is attempting to extort an unnecessary and exorbitant <em>fee</em> in order to allow me to manage my own insurance and property taxes. Also, the mortgage was previously managed by XXXX XXXX before it was transferred to PNC Bank. XXXX XXXX charges no <em>fees</em> to close escrow accounts."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9498638"]},{"_index":"complaint-public-v1","_id":"9456177","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"During the month of XXXX I received letters from the bank stating I needed flood insurance. After a spate of three or four letters I received one final letter stating I did not need flood insurance. The letter was from the bank and dated XX/XX/XXXX. Based on that letter and the fact it was the last one I received and it was a complete reversal from the other letters stating I did need flood insurance, I did not bother investigating flood insurance. A few weeks later I received letters and an invoice from the bank stating they had purchased flood insurance on my behalf. After numerous calls, including one where I was told that the letter stating I did not need flood insurance never existed and that it wasn't in their files and basically told that I was wrong and I didn't receive such a letter, I was handed off to a very sweet woman who helped me look at the flood insurance purchasing aspect. She found the letter within a few seconds and, paraphrasing, said from what it says it does not look like you need flood insurance. A subsequent call to PNC and I was told that I did need it and subsequently scrambled to purchase flood insurance. Apparently at some point from their purchase and mine there is a gap in coverage that I'm being charged {$200.00} and some dollars for. Being that the two letters I received from PNC which stated I did and then I didn't need flood insurance, and the last letter I had received stating that I did not need flood insurance, I don't feel that this charge is correct and should be rescinded immediately. After receiving conflicting information via phone calls to PNC as well, I only believe the strengthens my case and I should be refunded that money immediately. I have never missed a payment, I have always overpaid my bill, and I have been nothing but a good mortgagee. As it seems that all of these complaints is routed through the executive client relations department and are typically the only way I can get a timely response, I am hoping this is seen by other people in that department. I have left numerous messages, sent numerous emails to XXXX XXXX ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) and some to XXXX XXXX ( XX/XX/XXXX ) and with few exceptions, have never received any replies. I can document every date that I sent an email and received nothing. Numerous people have said they will call back and never have. With so many empty promises and never returned emails in reference to what is essentially my paying for their mistake, my faith in PNC and it's executive client relations department is nil.","date_sent_to_company":"2024-07-08T16:08:15.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"34109","tags":null,"has_narrative":true,"complaint_id":"9456177","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2024-07-08T15:44:46.000Z","state":"FL","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["Apparently at some point from their purchase and mine there is a gap in coverage that I'm being <em>charged</em> {$200.00} and some dollars for. Being that the two letters I received from PNC which stated I did and then I didn't need flood insurance, and the last letter I had received stating that I did not need flood insurance, I don't feel that this charge is correct and should be rescinded immediately."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9456177"]},{"_index":"complaint-public-v1","_id":"9399463","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"I sent in my XXXX mortgage payment. I have a XXXX grace period on the payment and I sent the payment on XX/XX/XXXX from XXXX, AZ which XXXX have arrived by XX/XX/XXXX at the PNC XXXX XXXX XXXX, CA. On XX/XX/XXXX, I noticed the check debit wasn't in my account. I called PNC the morning of XX/XX/XXXX about my payment and they said not to worry. When I looked at the mail later that day I saw a letter postmarked XX/XX/XXXX that was returned from PNC. I called PNC back and informed them of the situation. They said send the payment to the same address as before would be fine. They said they would ensure I didn't have a late fee. Well, I notice a late fee on my account. I called them today and they said they can't remove the late fee because they removed one on XX/XX/XXXX. Well, I actually didn't ask them to do that during XXXX. Why are they charging me a late fee when this is all their fault? This isn't fair. I want this late fee removed. {$92.00} is excessive. Also, how do I know that they don't return payments sent within the grace period on purpose so that we pay extra fees?","date_sent_to_company":"2024-07-01T19:19:24.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"85203","tags":null,"has_narrative":true,"complaint_id":"9399463","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2024-07-01T18:52:10.000Z","state":"AZ","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["They said they would ensure I didn't have a late <em>fee</em>. Well, I notice a late <em>fee</em> on my account. I called them today and they said they can't remove the late <em>fee</em> because they removed one on XX/XX/XXXX. Well, I actually didn't ask them to do that during XXXX. Why are they charging me a late <em>fee</em> when this is all their fault? This isn't fair. I want this late <em>fee</em> removed. {$92.00} is excessive."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9399463"]},{"_index":"complaint-public-v1","_id":"9389071","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"Penfed Credit Union erroneously charged XXXX late fees between XX/XX/XXXX and XX/XX/XXXX equaling {$3000.00}. \n\nThese late fees were applied in error as payments were rendered in advance for far greater amounts than required. These payments were incorrectly applied as payments for prior months due to what was communicated as PenFed system limitations by customer support resulting in the erroneous late fees. Customer support acknowledged these issues and stated they could only credit the most recent late fee as the additional would require supervisor authorization. Multiple supervisor requests for the remainder late fees had been submitted to remove the late fees. I have not received any acknowledgement back from supervisor of these requests and still see the erroneous late fees on my statements. This formal complaint is to escalate for immediate removal.","date_sent_to_company":"2024-06-30T22:53:57.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"49301","tags":null,"has_narrative":true,"complaint_id":"9389071","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENTAGON FEDERAL CREDIT UNION","date_received":"2024-06-30T22:22:58.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["Penfed Credit Union erroneously <em>charged</em> XXXX late <em>fees</em> between XX/XX/XXXX and XX/XX/XXXX equaling {$3000.00}. \n\nThese late <em>fees</em> were applied in error as payments were rendered in advance for far greater amounts than required. These payments were incorrectly applied as payments for prior months due to what was communicated as PenFed system limitations by customer support resulting in the erroneous late <em>fees</em>."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9389071"]},{"_index":"complaint-public-v1","_id":"9377943","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"My central complaint is that the company which services my mortgage ( PNC ) received my full monthly payment, withdraws the funds from my checking account, but then waits for multiple business days to apply the funds to my mortgage account, resulting in a late payment, for which a late fee is charged. \n\nAs long as I've owned my home ( XX/XX/XXXX ) I have always followed the same process for paying my mortgage : I use the online bill pay service provided by my credit union to schedule payment to post 1-2 business days before the date upon which my mortgage statement indicates that a late fee would apply. In these 6+ years and at least 4 different mortgage companies every one of them has properly applied my payment until, to my great dismay, PNC bought my mortgage and began delaying application of my payments. \n\nIn the past when PNC has held my payment and delayed application of the funds to my account, leading to a late charge, I have called and they have apologized and waived the late charge. In XX/XX/XXXX PNC proactively waived the late fee before I even called to complain, however in XX/XX/XXXX when I called about the late fee I was told that they have already waived the fee as many times as they were able to so it would have to be escalated. I advised PNC that the late fee was illegitimate and \" waiving '' it implies that the fee was correct, but being waived in the interest of customer service. \n\nHere is a chronology of events over the past few months ( confirmed by logging into my personal checking account and the posted transaction record on my mortgage account ) : XX/XX/XXXX : PNC applied {$1800.00} payment to my account ( 4 business days/7 calendar days after the funds were withdrawn from my account ) XX/XX/XXXX : PNC assessed {$65.00} Late Charge XX/XX/XXXX : Payment of {$1800.00} to PNC was debited from my checking account XX/XX/XXXX : Payment of {$1800.00} to PNC was sent from my checking account XX/XX/XXXX : PNC applied {$1800.00} payment to my account XX/XX/XXXX : PNC waived {$65.00} Late Charge XX/XX/XXXX : PNC assessed {$65.00} Late Charge XX/XX/XXXX : Payment of {$1800.00} to PNC was debited from my checking account XX/XX/XXXX : Payment of {$1800.00} to PNC was XXXX from my checking account XX/XX/XXXX : PNC applied {$1800.00} payment to my account XX/XX/XXXX : PNC waived {$65.00} Late Charge XX/XX/XXXX : PNC assessed {$65.00} Late Charge XX/XX/XXXX : Payment of {$1800.00} to PNC was debited from my checking account XX/XX/XXXX : Payment of {$1800.00} to PNC was sent from my checking account XX/XX/XXXX : PNC applied {$1800.00} payment to my account XX/XX/XXXX : Payment of {$1800.00} to PNC was debited from my checking account 03/11/24 : Payment of {$1800.00} to PNC was XXXX from my checking account","date_sent_to_company":"2024-06-28T21:35:13.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"97220","tags":null,"has_narrative":true,"complaint_id":"9377943","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2024-06-28T20:14:26.000Z","state":"OR","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["My central complaint is that the company which services my mortgage ( PNC ) received my full monthly payment, withdraws the funds from my checking account, but then waits for multiple business days to apply the funds to my mortgage account, resulting in a late payment, for which a late <em>fee</em> is <em>charged</em>."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9377943"]},{"_index":"complaint-public-v1","_id":"9350073","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"I paid my XX/XX/year> mortgage payment within the grace period on XX/XX/year>, but Newrez LLC dba Shellpoint Mortgage Servicing ( f/k/a Specialized Loan Servicing LLC XXXX XXXX ID XXXX ) charged me a late fee, because they said since the payment was made on a weekend, they did not process the payment until the next business day.","date_sent_to_company":"2024-07-01T17:04:03.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"191XX","tags":null,"has_narrative":true,"complaint_id":"9350073","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2024-06-26T19:31:39.000Z","state":"PA","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["I paid my XX/XX/year> mortgage payment within the grace period on XX/XX/year>, but Newrez LLC dba Shellpoint Mortgage Servicing ( f/k/a Specialized Loan Servicing LLC XXXX XXXX ID XXXX ) <em>charged</em> me a late <em>fee</em>, because they said since the payment was made on a weekend, they did not process the payment until the next business day."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9350073"]},{"_index":"complaint-public-v1","_id":"9211642","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"I closed out on a HELOC with Lendage on XXXX XXXX XXXX Who in turn sold the loan to Achieve, Specialized Loan Services XXXX XXXX XXXX The amount of the LOC was {$54000.00} at a 12 % interest rate. They consistently emphasized my loan was 12 % APR, never did they say the daily per diem would continued to be assessed. I was told the per diem of {$17.00} - {$18.00} per day would be charged through XXXX day of of which my XXXX payment was made. However, in reviewing my loan statement on XXXX XX/XX/year>. I noticed I was still being charged per diem. \n\nMy monthly payment is {$64000.00}. approximately {$140.00} XXXX goes to principle and approximately {$480.00} goes to finance charges *which are the daily per diem charges. \n\non XXXX XX/XX/year>, I contacted Achieve, and spoke to the customer services member who explained because I have an opened ended line of credit, I'm subject to a continual per diem until the \" close '' of the loan, meaning the maturity of the loan in XXXX. Apparently, because I can potentially withdraw for the available LOC, I'm being charged a per-diem even if I never withdraw any additional money. \n\nI informed her that I don't recalling signing anything that stated I agreed to the daily per diem charged. So, on XXXX XX/XX/year>, I filed a consumer complaint with the Colorado Attorney General, who in turn as provided guidance for me to file a complaint with this office as well. \n\nTherefore, I'm paying a 12 % interest on the original withdraw plus a daily per-diem for the life of the loan, because it is considered an open loan not closed. This is misleading representation and fraud. When they expressed \" closed '' they led me to beleive the close was on XXXX XXXX XXXX as a XXXX veteran with a VA mortgage, I would have never agreed to these type of excessive fees on a monthly basis to place my mortgage under lean and risk. I feel these additional finance charges are illegal and usury. Request these excessive finance charges and daily per diem fees cease and any money I paid in excess to the original 12 % interest charge be refunded. \n\nI pray this company is fully investigated to ensure this is not a pattern and that other people are not affected by this company.","date_sent_to_company":"2024-06-07T14:43:46.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"302XX","tags":"Servicemember","has_narrative":true,"complaint_id":"9211642","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2024-06-07T13:04:36.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["When they expressed \" closed '' they led me to beleive the close was on XXXX XXXX XXXX as a XXXX veteran with a VA mortgage, I would have never agreed to these type of excessive <em>fees</em> on a monthly basis to place my mortgage under lean and risk. I feel these additional finance charges are illegal and usury. Request these excessive finance charges and daily per diem <em>fees</em> cease and any money I paid in excess to the original 12 % interest charge be refunded."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9211642"]},{"_index":"complaint-public-v1","_id":"9211374","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXXXXXX On XX/XX/year>, I applied for an AmeriSave loan to refinance and cash out a loan on my home. One step to completing the loan application was to pay a {$500.00} fee, and I was led to believe by XXXX XXXX that this was to secure a locked rate. On XX/XX/XXXX, I was asked to provide bank statements to verify I have {$26000.00} in funds. I notified AmeriSave that we do not have the requested funds in our account. However, I became concerned about the lack of an appraisal on our home and inquired when the appraisal of my home would be done. \nOn XX/XX/year>, a request to cancel this application was sent to AmeriSave due to the fact we would not be able to meet their demand. They are trying to say that no refund is due because I canceled the application. However, on XX/XX/year>, I received a voicemail from XXXX XXXX concerning the cancellation and I wanted to discuss a new program to save money. \nAmeriSaves attempt to run out the clock and not request an appraisal for our house to justify not refunding the {$500.00} appraisal fee we paid.","date_sent_to_company":"2024-06-08T15:54:28.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"75098","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"9211374","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERISAVE MORTGAGE CORPORATION","date_received":"2024-06-08T15:42:21.000Z","state":"TX","company_public_response":"Company believes the complaint provided an opportunity to answer consumer's questions","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["AmeriSaves attempt to run out the clock and not request an appraisal for our house to justify not refunding the {$500.00} appraisal <em>fee</em> we paid."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9211374"]},{"_index":"complaint-public-v1","_id":"9199945","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"Service of my Mortgage was recently transferred from XXXX to Freedom Mortgage. The subject of my complaint began with XXXX, but Freedom Mortgage has refused to assist me. \n\n\nIn brief, I repeatedly encountered errors attempting to make my mortgage payments in late XXXX through the first half of XXXX. XXXX never alerted me to these issues I only found out when I got a letter in the mail saying I hadnt paid them ( including them charging me late fees ), or by happenstance the next time I logged in to their web portal. I diligently and regularly made my monthly payments, and I even made attempts to re-issue payments when I found there had been an issue. All the while, I repeatedly called and emailed XXXX customer support asking for a solution. I was told time after time that things were being worked on, that this was a known error, and that I was one of many customers experiencing the same issue. Regardless of those assurances, the issues persisted month after month.\n\nPrior to service of my mortgage being transferred to Freedom, there were two long outstanding issues that XXXX never rectified : 1 ) While XXXX records alleged return payments, my bank does not agree. There were multiple times in XXXX when XXXX said they had only received *1* payment from me due to the aforementioned payment system issues, but *2* or even *3* payments had left my bank balance as I repeatedly tried to successfully make my payment. To this day, my bank account reflects many payments to XXXX they claim to have never received. \n2 ) Despite XXXX repeatedly acknowledging the error causing the misapplied payment error was known and on their end, I was repeatedly assessed late fees and return check fees. At first, I assumed that I must have made an error and paid some of those fees ; however, I quit doing so after XXXX advised it was a known issue, and when they kept promising me they were working on fixing things.\n\nAfter my mortgage was transferred to Freedom, upon logging in for the first time I immediately noticed that the erroneous fees were still charged against my account. I called Freedoms customer help line, and they told me they should be able to remove the fees if I sent them numerous documents detailing the issues with XXXX. I did so via their web portal promptly after, including a lengthy write up describing the issues and my previous effort to remedy the problem with XXXX. \n\nIn their first reply, Freedom sent me a copy of XXXX payment ledger, which reflected the same info I had sent to them regarding the erroneous charges. They told me that they would not waive the fees due to that ledger. I responded that this did not make sense, as the info they had sent me supported my account of the past payment issues and errors on XXXX end. \n\nIn their second response, Freedom told me that they could not waive the fees since they were assessed by a prior servicer. In response, I asked for Freedom to tell me why specifically they are unable to waive fees that *they* are asking I pay *to them*. Freedom has yet to respond.","date_sent_to_company":"2024-06-06T20:33:50.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"97220","tags":null,"has_narrative":true,"complaint_id":"9199945","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2024-06-06T20:10:51.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["After my mortgage was transferred to Freedom, upon logging in for the first time I immediately noticed that the erroneous <em>fees</em> were still <em>charged</em> against my account. I called Freedoms customer help line, and they told me they should be able to remove the <em>fees</em> if I sent them numerous documents detailing the issues with XXXX. I did so via their web portal promptly after, including a lengthy write up describing the issues and my previous effort to remedy the problem with XXXX."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9199945"]},{"_index":"complaint-public-v1","_id":"9135341","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"Despite my account being current, a week before the inspection, my Mortgage servicer charged me an inspection fee, which was not mutually agreed upon, nor was a prior notice sent to me. They state the inspection happened on XX/XX/year>, and I had no visitors to the property that day, nor do I have anyone on video. The company will not provide the time-stamped photos that were supposedly taken that day. \nCross Country Mortgage continually refuses to provide information regarding my mortgage servicer, stating they are the servicer. According to the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX is the servicer. XXXX XXXX is a XXXX for XXXX. After some back and forth with an online agent, I was able to get enough information about the company the VA has on file. My concern regarding the refusal to provide this information is they might be defrauding the XXXX XXXX XXXX XXXX XXXX in order to financially harm XXXX.","date_sent_to_company":"2024-05-30T19:43:19.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"032XX","tags":"Servicemember","has_narrative":true,"complaint_id":"9135341","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CrossCountry Mortgage LLC","date_received":"2024-05-30T19:20:51.000Z","state":"NH","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["Despite my account being current, a week before the inspection, my Mortgage servicer <em>charged</em> me an inspection <em>fee</em>, which was not mutually agreed upon, nor was a prior notice sent to me. They state the inspection happened on XX/XX/year>, and I had no visitors to the property that day, nor do I have anyone on video. The company will not provide the time-stamped photos that were supposedly taken that day."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9135341"]},{"_index":"complaint-public-v1","_id":"9063227","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"Fees applied for invalid reason. Strikes me as fraud. This lender is the 3rd holder of my mortgage and I have signed zero contracts with them. Unwilling to remove, waive or write fees off.","date_sent_to_company":"2024-05-21T20:48:57.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"84105","tags":null,"has_narrative":true,"complaint_id":"9063227","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-05-21T20:42:06.000Z","state":"UT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["<em>Fees</em> applied for invalid reason. Strikes me as fraud. This lender is the 3rd holder of my mortgage and I have signed zero contracts with them. Unwilling to remove, waive or write <em>fees</em> off."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9063227"]},{"_index":"complaint-public-v1","_id":"9001220","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"Violations of The Fair Debt Collection Practice Act and The Truth in Lending Act 1968 the Equal Credit Opportunity Act. There is abundant evidence of the use of abusive, deceptive and unfair practices. 15 US Code Section 1692 D harassment or abuse. ( 4 ) the advertisement for sale of any debt to coerce payment of the debt, And false and Misleading misrepresentation","date_sent_to_company":"2024-05-14T22:54:29.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"9001220","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Brock & Scott, PLLC","date_received":"2024-05-14T22:43:34.000Z","state":"NC","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"9001220"]},{"_index":"complaint-public-v1","_id":"8994061","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"My online account with Carrington currently shows {$270.00} due in uncollected fees. I am contacting to raise awareness and share my sentiment that this is an outrageous amount of fees to collect for late payments of all things. \n\nFirst, {$30.00} worth of late fees were charged in XXXX and XXXX, respectively even after I received a letter explicitly stating \" no fees for escrow penalties will be assessed to your account for payments that come due during the declaration period ( ending XX/XX/2024 ). This is, frankly, extremely deceptive to tell borrowers \" no late fees '' only to go on to assess late fees. \n\nSecond, a late fee in the amount of {$95.00} was assessed in both XXXX and XXXX. Frankly. any late fee in excess of {$25.00} is ridiculous. But fees nearing {$100.00} are unconscionable and should be illegal. How am I supposed to get current on my mortgage when I am now nearly {$300.00} in the hole with fees? Please look into this and consider a policy change.","date_sent_to_company":"2024-05-13T23:24:59.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"60656","tags":null,"has_narrative":true,"complaint_id":"8994061","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2024-05-13T23:04:25.000Z","state":"IL","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["First, {$30.00} worth of late <em>fees</em> were <em>charged</em> in XXXX and XXXX, respectively even after I received a letter explicitly stating \" no <em>fees</em> for escrow penalties will be assessed to your account for payments that come due during the declaration period ( ending XX/XX/2024 ). This is, frankly, extremely deceptive to tell borrowers \" no late <em>fees</em> '' only to go on to assess late <em>fees</em>. \n\nSecond, a late <em>fee</em> in the amount of {$95.00} was assessed in both XXXX and XXXX."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"8994061"]},{"_index":"complaint-public-v1","_id":"8926283","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"Mortgage servicing company Fay Servicing stole {$4000.00} of my money that I wired to them in order to reinstate my mortgage at XXXX XXXX XXXX XXXX XXXX pa XXXX the property is still up for auction and they have not produced a received receipt for my wire. \n\nI have been working with this company for XXXX  years now and it has really effected my life in so many ways. \n\nplease if someone can help me with reporting them and help with keeping my house from being foreclosed","date_sent_to_company":"2024-05-03T15:29:15.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"19139","tags":null,"has_narrative":true,"complaint_id":"8926283","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2024-05-03T15:18:15.000Z","state":"PA","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"8926283"]},{"_index":"complaint-public-v1","_id":"8923080","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"The loan payment for XX/XX/2024 was paid from an account with XXXXXXXX XXXX XXXX  XXXX ending in XXXX. The payment was made through the online system with Fay Servicing. There have been multiple payments made through this process. I was informed by Fay that the payment was not processed due to something wrong with the account. There was no change of the account number and now Fay is running late payment and default interest. I emailed my dispute and am now talking with the servicer as writing this after they called before XXXX XXXXXXXX XXXX  I am unable to change the account number in the system so not an issue I created. I am asking that late payment and default be adjusted.","date_sent_to_company":"2024-05-04T15:25:05.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"92807","tags":null,"has_narrative":true,"complaint_id":"8923080","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2024-05-04T15:11:52.000Z","state":"CA","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"8923080"]},{"_index":"complaint-public-v1","_id":"8887420","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"I first refinanced my mortgage from XXXX XXXX XXXX XXXX to XXXX XXXX XXXX  This occurred in XXXX before I left for XXXX basic combat training. While I was in XXXX, the company I refinanced with sold the mortgage to NationStar/Mr. Cooper Mortgage Co. I have had nothing but a nightmare ever since. I didn't know at the time anything about the XXXX. When I returned from XXXX and ended up leaving my job in 2009, due to XXXX  for enlisting in the service, I was brought onto orders for my unit. I contacted NationStar Mortgage and was sent refinancing papers. Not understanding the papers, I called to get help. The representative at the time told me to either sign the papers or don't, it was my choice. I sent them a copy of my orders and the XXXX request in order for my interest rate to be capped at 6 %. They did cap my interest rate at 6 %, but in doing so, they also charged me a lot of money, approximately XXXX for doing so. This was the reason for the refinance. According to the XXXX, they were not supposed to refinance my mortgage when they apply the 6 % cap to my loan. In doing so they violated my XXXX rights. Over time I have had financial issues. In 2011, I was XXXX XXXX from XXXX. Upon returning home I did not have employment. I contacted NationStar several times for assistance. I was referred to my loan servicer XXXX XXXX or XXXX XXXX. They referred me back to NationStar. After several phone calls, I gave up playing phone tag from each company. On the website there were options for assistance to servicemembers, but neither company bothered to know anything about them. Over the years I have been charged property inspection fees to include times I was not behind on payments and while I was XXXX to which they had my orders. I messaged them several times, but just get an automated reply to contact them if I had any questions. They have been a true nightmare. I am still on XXXX XXXX and they are still charging me property inspection fees even though I am not behind on payments nor have I been for several months, nearly a year. I honestly do not trust NationStar whatsoever. At one point the XXXX XXXX XXXX assisted in my mortgage. They sent the check directly to NationStar to catch up my mortgage payments. It took longer than a week for them to process the check. Once the check processed, NationStar sent the check back saying it didn't clear. Then they charged me for the insufficient funds fee. The check came from a XXXX XXXX  XXXX, XXXX XXXX out of Oklahoma. There is absolutely no way that check did not clear. NationStar simply saw this as a chance to take advantage to collect more money and so they did. Toward the end of 2022, NationStar and I had an agreement that I had to make 3 on time payments in order to be on a program. I made all of my payments on time as agreed. It was a trial workout plan. I made my payments on time and they still showed me as being behind. I never received the paperwork they were supposed to send me and I XXXX in XXXX as the orders show. I sent the mortgage company a copy of my orders along with XXXX request. They knew I was XXXX and while they knew I was XXXX, they took advantage of having the property inspected all while knowing I would not be at the property and while my payments were being made. Now, Nationstar reports to the credit bureaus that they've had my loan since XX/XX/XXXX. That is simply not true. I refinanced with XXXX in XXXX XXXX. NationStar took over sometime a few months later. However, even though they report this, they do not have the payment history to show for any of it.","date_sent_to_company":"2024-05-02T21:38:14.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"401XX","tags":"Servicemember","has_narrative":true,"complaint_id":"8887420","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2024-04-30T02:09:49.000Z","state":"KY","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["Over the years I have been <em>charged</em> property inspection <em>fees</em> to include times I was not behind on payments and while I was XXXX to which they had my orders. I messaged them several times, but just get an automated reply to contact them if I had any questions. They have been a true nightmare. I am still on XXXX XXXX and they are still charging me property inspection <em>fees</em> even though I am not behind on payments nor have I been for several months, nearly a year."],"sub_issue":["<em>Fees</em> <em>charged</em>"]},"sort":[15.097967,"8887420"]},{"_index":"complaint-public-v1","_id":"8842901","_score":15.097967,"_source":{"product":"Mortgage","complaint_what_happened":"I had many problem free years with my mortgage through XXXX until recently they were acquired by Newrez and my mortgage servicing was transferred to Newrez. Since then, I have been unable to access basic account information, statements, etc. online and the company has been unresponsive in attempts to resolve. \n\nBut the complaint relates to erroneous, predatory, lender placed insurance that recently appeared on my account. At the beginning of XXXX, I noticed that {$2000.00} had been debited from my account as part of the automatic monthly payment that I have set up, whereas my monthly payment for my mortgage had always been {$1700.00}. I called the company on XX/XX/XXXX seeking an explanation and correction. They claimed to have sent me communication by snail mail informing me that without proof of insurance they would put lender placed insurance on my loan. I never received this communication and they admitted they never attempted to contact me at the email address or phone number that they have on file. I explained to them that I am not a homeowner, but a shareholder in a cooperative, that the hazard insurance lives with the co-op, and that my requirement is to insure that which is inside the walls, which is a modest policy that a ) I have maintained active and b ) costs less than {$300.00} a year due to the limited protection required. Of course, the cooperative has actively maintained all required hazard insurance, etc. as well. I was assured someone from the insurance department would reach out to me to confirm the active policies within XXXX days, which never happened. \n\nI have since called multiple times to try and resolve, most recently on XX/XX/XXXX, and every time I call they have no record of any of my prior conversations or attempts to remedy the issue. I have sent proof of my own policy covering the interior of the apartment as well as the policy maintained by the coop and have received no response. They claim to have attempted to verify insurance but no one -- not at the coop or any of the insurance providers has any record of correspondence from the lender. \n\nIf you search reviews of the lender, it's clear that this is a common predatory practice. 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