{"took":189,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":237,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"13559707","_score":20.780653,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"On XX/XX/XXXX, I attended XXXX XXXX XXXX XXXX XXXX in XXXX, TX. for treatment of XXXX XXXX XXXX XXXX XXXX XXXX I signed a document stating that I was required to attend XXXX  treatments that would last approximately three months, which ended in XX/XX/XXXX. I signed a contract for {$6100.00} and I began paying XXXX XXXX monthly. My last payment was in XX/XX/XXXX, leaving me with {$2400.00} owed. I called the bank in XX/XX/XXXX at XXXX to inform them that I was experiencing financial difficulties because I was unemployed and only receiving Social Security benefits because I was retired. I also informed them that I would have to attend XXXX XXXX in XXXXXXXX XXXX  for tests for XXXX XXXXXXXX. That XXXX was already performed on XX/XX/XXXX of this year. I also spoke to Synchrony Bank with XXXX on XX/XX/XXXX and with XXXX on XX/XX/XXXX of this year, and they told me they could not help me. I must wait six weeks for a full recovery and then start looking for work. I am XXXX XXXX XXXX, and it's not easy for me to find work and pay off other overdue debts. I only ask, if possible, that you help me avoid paying this debt, which, to my surprise, has increased from {$2400.00} to {$5600.00} for this XXXX. I simply can't pay anymore. \nWhen necessary I will attachI a copy of the contract and the last bill from Synchrony Bank. \nI appreciate your kind attention.","date_sent_to_company":"2025-05-16T18:46:06.000Z","issue":"Problem when making payments","sub_product":"Personal line of credit","zip_code":"75041","tags":"Older American","has_narrative":true,"complaint_id":"13559707","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2025-05-16T17:53:11.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I must wait six weeks for a <em>full</em> recovery and then start looking for <em>work</em>. I am <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>, and it's not easy for me to find <em>work</em> and pay off other overdue debts. I only ask, if possible, that you help me avoid paying this debt, which, to my surprise, has increased from {$2400.00} to {$5600.00} for this <em>XXXX</em>. I simply can't pay anymore. \n<em>When</em> necessary I will attachI a copy of the contract and the <em>last</em> bill from Synchrony Bank. \nI appreciate your kind attention."],"issue":["Problem <em>when</em> making payments"]},"sort":[20.780653,"13559707"]},{"_index":"complaint-public-v1","_id":"9080106","_score":20.558645,"_source":{"product":"Mortgage","complaint_what_happened":"I have successfully paid on a mortgage at multiple companies for over XXXX years. I have NEVER been an XXXX before. I began paying closer to the XXXX last year in XXXX or XXXX when my XXXX began because my work cut back my income while on XXXX and I had to begin paying for my XXXX bills at XXXX hospitals. My wife got into a car accident and now has her own bills for a concussion and is going through the insurance process to find a new car right now. We have depleted our savings and called XXXX for the first time we've ever called anyone and they outright refuse to offer an extension of the XXXX house payment. This option is offered and utilized by many companies, such as XXXX mortgage where I used to work at for 6 years and processed these myself. This allows customers to get back on their feet without their credit being affected because of extenuating circumstances. Sometimes things get out of our control, but the phrase \" I'm sorry but '' is extremely unhelpful from a mortgage company. This being the biggest and most important expense means that when I genuinely needed help this one time, it is also the most stressful situation. I've never had such a negative experience but the account rep and their supervisor ( on their recorded line ) repeatedly explained they will not offer anything to avoid my credit being affected if I don't complete the full payment this month. So, this being the first time I ever called them is the last time they are allowed to call me. I placed a \" do not call '' on the entire account for me and my spouse, And that really should never happen the first time a customer speaks to their mortgage company with a genuine need. It blows my mind that they are unwilling to help somebody.","date_sent_to_company":"2024-05-24T01:20:58.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"37804","tags":null,"has_narrative":true,"complaint_id":"9080106","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2024-05-24T01:02:59.000Z","state":"TN","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["I have successfully paid on a mortgage at multiple companies for over <em>XXXX</em> years. I have NEVER been an <em>XXXX</em> before. I <em>began</em> paying closer to the <em>XXXX</em> <em>last</em> <em>year</em> in <em>XXXX</em> or <em>XXXX</em> <em>when</em> my <em>XXXX</em> <em>began</em> because my <em>work</em> cut back my income while on <em>XXXX</em> and I had to begin paying for my <em>XXXX</em> bills at <em>XXXX</em> hospitals. My wife got into a car accident and now has her own bills for a concussion and is going through the insurance process to find a new car right now."]},"sort":[20.558645,"9080106"]},{"_index":"complaint-public-v1","_id":"2586298","_score":19.88596,"_source":{"product":"Mortgage","complaint_what_happened":"I refinanced into my current loan in XX/XX/XXXX. We were very conservative when taking out this new loan because our home is our families biggest investment. At that time we were a 2 income household and the increased payment was very affordable. Several years later, my loan was assigned over and over again to many banks due to them going out of business after the mortgage industry imploded. We stayed current and always communicated with our new banks. A couple years ago my husband was laid off from his job of several years and our now adult children were able to help out with our household expenses. We maintained until my son was in a car accident and was unable to work. We incurred expensive medical bills associated from this accident. This along with lessened work hours for me at work and the lack of income from my husband caused us to fall behind. We were now with SPS and this is when our troubles began. We reached out for help with our missed mortgage payments and in XX/XX/XXXX we applied for a modification. I was unable to complete the application due to not having the documents they were requesting. Our hardship was still very present-my husband still looking for work and my son 's therapy expenses taking a big chunk of my now full time income. As of today we are all doing much better. My Husband has found a great job and I am full time, my son is almost back to his old self. We reapplied for a modification on XX/XX/XXXX and shortly after I received a letter from SPS denying me for all retention options because we have a foreclosure sale within 27 days of the date of our application. This letter was dated XX/XX/XXXX, one day after they received our application- it was not reviewed at all just denied. When I called into SPS to go over the details of the denial I encountered a very rude representative that was just compassion-less. She was very difficult to speak with and combative when I asked her basic questions about my application. Again I am just seeking clarity on this denial as I do not do this for a living. I was reminded about how we applied last year and the file was incomplete. The representative basically advised that they are unwilling to help me today because there is a sale date on my property, that they already offered me a review and I didnt complete it. That was last year and my circumstances today are better than they were last year. I felt as though this person was very unnecessarily rude towards a homeowner that is only seeking to keep their home. I submitted a complete package and it wasnt even reviewed by them after all of our troubles this was very un-expected.","date_sent_to_company":"2017-07-26T20:02:20.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"93705","tags":null,"has_narrative":true,"complaint_id":"2586298","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2017-07-26T18:56:44.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["We maintained until my son was in a car accident and was unable to <em>work</em>. We incurred expensive medical bills associated from this accident. This along with lessened <em>work</em> hours for me at <em>work</em> and the lack of income from my husband caused us to fall behind. We were now with SPS and this is <em>when</em> our troubles <em>began</em>. We reached out for help with our missed mortgage payments and in XX/XX/<em>XXXX</em> we applied for a modification."]},"sort":[19.88596,"2586298"]},{"_index":"complaint-public-v1","_id":"2277227","_score":19.612717,"_source":{"product":"Mortgage","complaint_what_happened":"I have owned my home for nearly 25 years and am facing a foreclosure sale due to a non responsive lender, Fay Servicing. I have tried repeatedly the last couple of years to resolve my mortgage delinquency with Fay, but my requests for help have been ignored, reviews have not been opened, they have sent people out to shake me down -- one time they actually had a company come and break into my home and shut off the power and disconnect the utilities!! They have done everything except what they are supposed to do, which is WORK WITH ME! I make a good living, I am a self employed entrepreneur and never had any issues making my payments until I had major problems due to XXXX. I was in and out of the hospital and literally missed a full year of work. On top of that the medical bills were devastating and I fell behind on all of my payments. \n\nI wanted to save my home and since I had a XXXX loan I believed that my lender would work with me. I began the process of review for a modification but before the review could be completed my loan was transferred to another company. I began the process again and submitted the necessary documentation for review and was starting to get traction when once again my loan was transferred to another company ( Fay Servicing ). This was beyond frustrating as the delinquent amount continued to grow. Fay Servicing told me they would not work with me and that I needed to pay the full past due amount to them or I was going into foreclosure. I am not in a position to reinstate the loan, but I do make a good living and I have been told there are multiple programs available for struggling homeowners through XXXX program, yet Fay Servicing has never ONCE reviewed me for any of these programs or given me the opportunity to be considered for help. Fay Servicing was also the recipient of {$70.00} XXXX dollars in bailout funds and I thought they were required to consider me for the government modification programs. I have tried multiple times to resolve this matter and work towards a solution, but feel that I have been obstructed at every turn. I am asking for the actual opportunity to be reviewed for all programs so that I can save my home.","date_sent_to_company":"2017-01-05T23:02:28.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional adjustable mortgage (ARM)","zip_code":"071XX","tags":null,"has_narrative":true,"complaint_id":"2277227","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2017-01-05T23:02:27.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I make a good living, I am a self employed entrepreneur and never had any issues making my payments until I had major problems due to <em>XXXX</em>. I was in and out of the hospital and literally missed a <em>full</em> <em>year</em> of <em>work</em>. On top of that the medical bills were devastating and I fell behind on all of my payments. \n\nI wanted to save my home and since I had a <em>XXXX</em> loan I believed that my lender would <em>work</em> with me."]},"sort":[19.612717,"2277227"]},{"_index":"complaint-public-v1","_id":"8624666","_score":19.499992,"_source":{"product":"Mortgage","complaint_what_happened":"I have a major problem with my mortgage company Penny Mac. I have owned my home for XXXX years and never had a problem making the mortgage payment until last year when XXXX and a serious case of XXXX kept me out of work for a full month. I have a USDA loan backed by the government and Penny Mac is supposed to provide options for struggling homeowners to address their delinquent payments. Penny Mac has denied access to these options and despite multiple attempts to try and get a review or program considered I am turned down and told that the only option is full reinstatement which is currently about {$9000.00} which I do not have. A sale date has now been set for XX/XX/XXXX. After missing one payment I was able to make the following months payment and I opened a new bank account and added Penny Mac in as automatic debit for the mortgage payment each month. I had also changed my phone number and did not receive any calls or notifications from Penny Mac relating to the mortgage payment. Apparently these payments were NOT being deducted from my bank account and once I realized it ( after 3 months ) I began frantically contacting Penny Mac to try and work something out. I tried to make 5 payments at once {$5400.00} to get back on track in XXXX but was told that was not enough money and that I needed reinstate the full past due amount. So I tried to engage with the loss mitigation department and eventually they sent me the forms to fill out but then I became XXXX XXXX XXXXXXXX again and was out of work for two months. Once I was back on my feet I contacted Penny Mac to apply for homeowner assistance options but on multiple occasions I was told that option was no longer available and I must pay back the full past due amount. \n\nI have worked as a XXXX XXXX XXXX  on and off for the last 10 years. I had built up my own XXXX XXXX XXXX which was doing so well that I put XXXX on hold but then XXXX hit and I lost almost all of my customers within a year. I struggled but was able to get back into XXXX and keep up with the mortgage payment. My fiance now lives with me and he works in XXXX XXXX and makes a good living and between the two of us we have more than enough money to make the monthly mortgage payment. The problem is that since the issue began in XXXX XXXX XXXX Penny Mac has obstructed the process and denied access to government homeowner assistance programs that they are required to offer. This is an avoidable foreclosure, I have the ability to pay and have attempted to pay but have been unable to cut through the red tape at Penny Mac. \n\nWe received foreclosure paperwork from Penny mac and their Attorney but we never received information about the state mediation program, which Penny mac is required to provide and offer. I dont understand why this is happening to me ; I have the ability to pay, I have 75 % of the past due amount in my bank account to try and resolve this matter but I just run into a brick wall with Penny Mac","date_sent_to_company":"2024-03-25T19:21:00.000Z","issue":"Struggling to pay mortgage","sub_product":"USDA mortgage","zip_code":"156XX","tags":null,"has_narrative":true,"complaint_id":"8624666","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2024-03-25T19:16:19.000Z","state":"PA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["I have owned my home for <em>XXXX</em> years and never had a problem making the mortgage payment until <em>last</em> <em>year</em> <em>when</em> <em>XXXX</em> and a serious case of <em>XXXX</em> kept me out of <em>work</em> for a <em>full</em> month. I have a USDA loan backed by the government and Penny Mac is supposed to provide options for struggling homeowners to address their delinquent payments."]},"sort":[19.499992,"8624666"]},{"_index":"complaint-public-v1","_id":"3537557","_score":19.40485,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dear CPFB I am complaining about M & T Bank where I have a joint with my daughter. \n\nWithin the last year, I went to the XXXX Branch of M & T Bank and met with Assistant Manager XXXX XXXX. I asked to be removed from the account. As I watched, he worked on his PC, and told me I was off the account. I asked if I had to sign anything, he said no and I left thinking I was no longer an account holder. \n\nImagine my shock when on XX/XX/XXXX, I received an email for insufficient funds notice. Turns out this was my first notice but the the last one before the bank blocked the account and began their collection process. \n\nSo I had no knowledge but looked into it further and a small matter, less than {$100.00} for a purchase, the first membership fee, and an overdraft let to almost {$300.00} owed. My daughter chose to NOT have her card overdraw her account for everyday purchases. I further learned that the gym is a recurring transaction and not impacted by this choice. \n\nThe account is negative almost {$300.00}. Is it reasonable for 6 fees of {$38.00} for two items overdrawing the account {$62.00}?\n\nIt seems convenient that my wishes to be removed did not happen, and M & T only bothered to contact me when the account was a mess. \n\nShe paid M & T bank last year a total of {$610.00} in fees I have since learned researching this matter. She stopped using the account, and a charge for XXXX XXXX XXXX  XXXX XXXX  overdrew before she could close the account. \n\nIm contacting the CPFB to make sure you are aware of M & T Bank and the fees it charges account holders. How a customer can pay over {$600.00} last year, and this year two items can cause another {$230.00} in fees. And only when a sufficiently large balance is racked up, do they contact everyone on the account? \n\nWhen I contacted the bank, I was told that I remain an account holder and responsible, the account needed to be closed to remove my liability, and that I need to pay in full. Im willing to pay a reasonable amount on behalf of my daughter. \n\nPlease help me in this matter, thank you.","date_sent_to_company":"2020-02-20T07:16:40.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"17078","tags":null,"has_narrative":true,"complaint_id":"3537557","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"M&T BANK CORPORATION","date_received":"2020-02-20T01:45:18.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fee problem"},"highlight":{"complaint_what_happened":["Within the <em>last</em> <em>year</em>, I went to the <em>XXXX</em> Branch of M & T Bank and met with Assistant Manager <em>XXXX</em> <em>XXXX</em>. I asked to be removed from the account. As I watched, he <em>worked</em> on his PC, and told me I was off the account. I asked if I had to sign anything, he said no and I left thinking I was no longer an account holder. \n\nImagine my shock <em>when</em> on XX/XX/<em>XXXX</em>, I received an email for insufficient funds notice."]},"sort":[19.40485,"3537557"]},{"_index":"complaint-public-v1","_id":"4507558","_score":19.402203,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"The situation with Ally Auto began last year during covid. We were offered more than XXXX extension last year due to covid and none of them were honored. It became evident when it started showing up on our credit report. During communication with their customer service, we would repeatedly ask if our account was current and were reassured that we were only to find out later, usually beyond the 30 day past due mark, that it was not. This issue has been continuously ongoing for the past year. Our vehicle ended up in XXXX status in the month of XXXX. Ok, we will make arrangements to pay, catch up and clear our account so that it will not further damage our credit. We worked with a gentleman from their XXXX dept and were given the amounts we were to pay for our account to come out of XXXX status and become current. We made al the agreed upon payments, at the time we were scheduled to make them only to find out today, XX/XX/XXXX, that our account was not current in XXXX, XXXX and XXXX. I honestly think that it is a result of the covid extensions not being honored that has had a ripple effect to now because we have been making monthly payments to this company, in the full amount. I am tired of this company telling me something different every single time I call them. It is ruining our credit and the frustration at this point is inexplicable. No one will help me other than to keep pushing the notion that I am late. I need help and resolution because they are single handedly ruining our credit.","date_sent_to_company":"2021-07-15T19:04:48.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"78414","tags":null,"has_narrative":true,"complaint_id":"4507558","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2021-07-01T15:42:01.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["The situation with Ally Auto <em>began</em> <em>last</em> <em>year</em> during covid. We were offered more than <em>XXXX</em> extension <em>last</em> <em>year</em> due to covid and none of them were honored. It became evident <em>when</em> it started showing up on our credit report. During communication with their customer service, we would repeatedly ask if our account was current and were reassured that we were only to find out later, usually beyond the 30 day past due mark, that it was not. This issue has been continuously ongoing for the past <em>year</em>."]},"sort":[19.402203,"4507558"]},{"_index":"complaint-public-v1","_id":"2956932","_score":19.301594,"_source":{"product":"Mortgage","complaint_what_happened":"I have been trying to get my mortgage company Ocwen to work with me to resolve late payments on my home loan for the last few years. This has proved next to impossible as they are constantly losing my paperwork, transferring me from one department to the next, and often assigning me to agents from a foreign country who speak little to no English. We have owned our home for 18 years and my wife and I both work full time and have the means to fix this mess but we continue to get the runaround from Ocwen. Late last year we were FINALLY approved for a trial program. We made the first two payments as agreed, but Ocwen received the third payment ONE DAY LATE. As a result, our modification was terminated and we were kicked back to the curb and back into foreclosure. We have tried repeatedly since then to fix this problem with Ocwen and to get them to conduct a new review. We have been assigned a contact person at Ocwen, but despite numerous attempts to speak with them have never been able to reach them and never gotten a call back. Our financial circumstances have changed and we deserve the chance to fix this problem. There are significant issues with this loan based on misrepresentations and improprieties at the time of origination by the agents from XXXX ( bad actor from subprime crisis ) who put us into a loan we did not understand and manipulated the application so that we would qualify. We were not aware of how quickly and how high the rate and payment would go on this adjustable loan and this ended up being a big problem for us. \n\nWhen we entered into this loan the rate was low and affordable. However, in a matter of a couple of years the rate and payment began to drastically increase and this coincided with the great recession. At that time I had a used car sales lot and repair shop and was making a solid living. The recession hit my business hard and over the next two years I struggled financially until the business was eventually shut down. At that time we immediately began reaching out to our lender to try and fix this problem ( XXXX was out of business ) and began a slow and excruciating dance. Paperwork would be submitted, three, four or five times, often the exact same documents. Paperwork would get lost or misplaced or we would need to continue to supply more documents, oftentimes documents we had already supplied. We made hundreds of phone calls to the Ocwen loss mitigation department trying to lock down some type of review and get a modification offer so we could try and resolve our delinquent payments. In many instances we dealt with agents from a foreign country who were difficult to understand. Other times we would be told we had a dedicated contact who would work with us but it was impossible to get this person on the phone. \n\nAfter years of fighting and going back and forth we were in a very solid place financially -- -I work as a XXXX at my XXXX XXXX XXXX and my wife works as a XXXX XXXX. Although our homes value has dropped significantly it is still our home and we want to keep it. We were very encouraged when we were offered a modification last year, and then crushed when our payment got to Ocwen one day late and our entire process was shut down. Ocwen needs to realize that this is a predatory adjustable rate loan that was originated under questionable circumstances and that if a further review was conducted of the paperwork it would indicate significant improprieties on the part of XXXX. There are major issues with this loan that is tied to our home and that makes it difficult for Ocwen and the investor to rightfully foreclose or insure title. For those reasons, as well as the fact that our financial circumstances have changed, Ocwen needs to work with us to resolve this matter.","date_sent_to_company":"2018-07-08T20:46:35.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"34104","tags":null,"has_narrative":true,"complaint_id":"2956932","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2018-07-08T20:40:14.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We were very encouraged <em>when</em> we were offered a modification <em>last</em> <em>year</em>, and then crushed <em>when</em> our payment got to Ocwen one day late and our entire process was shut down. Ocwen needs to realize that this is a predatory adjustable rate loan that was originated under questionable circumstances and that if a further review was conducted of the paperwork it would indicate significant improprieties on the part of <em>XXXX</em>."]},"sort":[19.301594,"2956932"]},{"_index":"complaint-public-v1","_id":"2352235","_score":19.016376,"_source":{"product":"Mortgage","complaint_what_happened":"I have owned my home in XXXX, MO for close to 7 years. I took out an FHA mortgage loan through PNC Bank to buy the property. I have run into some financial difficulties in the past year and have missed some mortgage payments. I am filing this complaint because PNC Bank has been difficult to deal with, has not given me requested information, has not completed reviews and seems to be purposely trying to stop me from getting reviewed for government programs. The only option they are providing is to reinstate the full past due amount which is now close to {$7000.00}. I am not able to do this and believe there are other options available, but PNC Bank is saying there is nothing I can do except make the full payment or they will foreclose. \n\nI began struggling financially a few years ago. I am a XXXX, and when there are jobs the pay is very good. But there was a period where they jobs were few and far between and I began using all of my reserves to keep up with the mortgage loan. In that same time frame my brother passed away and this was a financial and emotional burden and put me in a deeper hole. I reached out to the agents at PNC at that time to see if I could be considered for any type of assistance and it was a very difficult process. I submitted the same documents over and over and seemed to get no traction with PNC and was eventually told that I did not qualify for any help. \n\nI continued paying as agreed, but last year when I had some down time from work again there was no money left to pay the mortgage payment and I fell behind. I could not make any progress with PNC so I began working with a third party to attempt to get some type of resolution. I was told again that I do not qualify for help. I asked for a solution and was told that I had to pay the full past due balance, PNC would not accept a regular mortgage payment from me. \n\nNow I am getting harassing letters from PNC Bank stating I will be going into foreclosure if I do n't reinstate the loan. However, I know there are MANY programs available for homeowners with FHA loans that would give me the chance to save my home -- modification, forbearance agreement, partial claim, repayment plan etc. I am not that far behind and I make a pretty good living -- I just ca n't understand how there are no possible programs that I qualify for? It just does not make sense. PNC Bank did not issue a written denial detailing what programs I was reviewed for and why I supposedly \" do not qualify. '' Additionally, they repeatedly scrutinized the documents that were submitted and made me submit and resubmit over and over and made me feel like I had to jump through hoops to even get the time of day from them. \n\nI have put a lot of money and sweat equity into my home and do not want to lose it and want PNC Bank to work with me.","date_sent_to_company":"2017-02-21T01:01:32.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"FHA mortgage","zip_code":"63031","tags":null,"has_narrative":true,"complaint_id":"2352235","timely":"Yes","company_response":"Closed","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2017-02-21T01:01:31.000Z","state":"MO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I continued paying as agreed, but <em>last</em> <em>year</em> <em>when</em> I had some down time from <em>work</em> again there was no money left to pay the mortgage payment and I fell behind. I could not make any progress with PNC so I <em>began</em> working with a third party to attempt to get some type of resolution. I was told again that I do not qualify for help. I asked for a solution and was told that I had to pay the <em>full</em> past due balance, PNC would not accept a regular mortgage payment from me."]},"sort":[19.016376,"2352235"]},{"_index":"complaint-public-v1","_id":"17077383","_score":18.87866,"_source":{"product":"Mortgage","complaint_what_happened":"I have been proceeding with loss mitigation assistance for 370 days now. When this process began Mr Cooper did not put anything in writing. I then delt with XXXX XXXX services to get the actual legal work done to avoid foreclosure, including paying them for 6 months while the foreclosure was supposed to be on hold. On XX/XX/year> I received a letter from the foreclosing attorney stating that my home was scheduled for sale on XX/XX/year>. I called Mr Cooper the following day to find out what was happening because the last i knew my loss mitigation had been approved. They \" escalated the matter '' to see what was going on. I received no documentation or confirmation that anything was happening so I called back on XX/XX/year>. This is when I was told that my loss mitigation was denied due to lack of payment, however i had made said payments in full. Now that my sale date is approaching Mr Cooper refuses to send me anything via mail, email or through the online portal confirming any details as to the past to payments I owe nor the fees associated with reinstatement. I have requested this information twice now and they only say \" we do not provide that, you just write down what we tell you ''. I also am told that i have to call them in \" 2-3 business days '' to confirm the reinstatement amount as they will not call me or provide that information to me otherwise.","date_sent_to_company":"2025-11-06T16:42:37.000Z","issue":"Struggling to pay mortgage","sub_product":"USDA mortgage","zip_code":"667XX","tags":null,"has_narrative":true,"complaint_id":"17077383","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-11-06T16:25:18.000Z","state":"KS","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["<em>When</em> this process <em>began</em> Mr Cooper did not put anything in writing. I then delt with <em>XXXX</em> <em>XXXX</em> services to get the actual legal <em>work</em> done to avoid foreclosure, including paying them for 6 months while the foreclosure was supposed to be on hold. On XX/XX/<em>year</em>> I received a letter from the foreclosing attorney stating that my home was scheduled for sale on XX/XX/<em>year</em>>. I called Mr Cooper the following day to find out what was happening because the <em>last</em> i knew my loss mitigation had been approved."]},"sort":[18.87866,"17077383"]},{"_index":"complaint-public-v1","_id":"2558065","_score":18.839321,"_source":{"product":"Debt collection","complaint_what_happened":"I had credit card debt with the company called XXXX XXXX. The debt was approximately {$3500.00}. At the time I obtained the credit card I was married and was paying everything on time. Unfortunately shortly after, I got divorced, changed my last name back to my fathers and stopped paying my credit card debt. Many years later the company called Pressler and Pressler bought my debt from the bank XXXX XXXX. In approximately XXXX Pressler and Pressler began contacting me constantly but it was to my old last name, which was my ex-husbands last name. Eventually they put a link on my social security and continued calling me to pay. Years later they sued me again but this time to my correct last name. Pressler and Pressler also began garnishing my checks, taking 10 % of my pay per week. After about a year or so my pay drastically dropped and they could n't continue garnishing my checks because of how little I was now making. About two years later a court sheriff came to collect my tenants rent which was when I decided to get a lawyer. We tried settling but they refused all negotiations. Eventually my lawyer made a deal with them to pay {$2500.00} off the bat and {$500.00} every month until the total of {$5400.00} was paid. I decided to pay it through my lawyer to make sure everything was accounted for. After the last payment was made my layer called them to confirm that I did n't owe anything else and they told him everything was paid off. Many months later another sheriff came to collect my tenants rent with a new court order. About a week later I received a letter with the same sue asking for the same amount of money I originally owed. The only difference now is that the envelop contained my first name followed by my ex-husbands last name and inside the letter had my first name followed by my ex-husbands followed by \" - '' followed by my actual full name with my father 's last name. We have proof and copies of ALL checks that were sent to them, copies of my divorce papers, and copies of the company I worked for when they garnished my checks.","date_sent_to_company":"2017-06-24T23:49:17.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"07087","tags":null,"has_narrative":true,"complaint_id":"2558065","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Pressler & Pressler, LLP","date_received":"2017-06-24T21:24:16.000Z","state":"NJ","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["The only difference now is that the envelop contained my first name followed by my ex-husbands <em>last</em> name and inside the letter had my first name followed by my ex-husbands followed by \" - '' followed by my actual <em>full</em> name with my father 's <em>last</em> name. We have proof and copies of ALL checks that were sent to them, copies of my divorce papers, and copies of the company I <em>worked</em> for <em>when</em> they garnished my checks."]},"sort":[18.839321,"2558065"]},{"_index":"complaint-public-v1","_id":"19623173","_score":18.55441,"_source":{"product":"Credit card","complaint_what_happened":"Company : Discover Bank Product : Credit card Issue : Credit card company isn't resolving a dispute about a purchase Date of incident : XX/XX/year> Account number ( last 4 digits ) : XXXX ________________________________________ Incident : I filed a dispute with Discover Bank for a transaction with XXXX  ( Order # XXXX ) totaling {$590.00}. I canceled this order on the same day it was placed - within 7 hours of order confirmation - before any work began or products shipped. Despite providing clear documentation of the cancellation, Discover closed their investigation accepting only a partial merchant refund of {$460.00}, leaving me {$120.00} short of the full amount owed. \nTimeline : XX/XX/year>, XXXX XXXX  : Order # XXXX confirmed by XXXX  for {$590.00} ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) - Business was closed. \nXX/XX/year>, XXXX XXXX : I emailed XXXX requesting cancellation : \" Disregard this order. Please cancel it. '' ( same day, only 7 hours after order confirmation ) -Business was closed. \nXX/XX/year>, XXXXXXXX XXXX  : I sent follow-up email confirming cancellation before placing corrected order XX/XX/year> : Merchant issued partial refund of only {$460.00} ( not the full {$590.00} ) Late XXXX XX/XX/year> : I filed dispute with Discover providing complete documentation XX/XX/year> : Discover closed case ( Case # XXXX ) accepting the inadequate partial refund Documentation Provided to Discover : XXXX. Order confirmation email showing {$590.00} total charge XXXX. My cancellation email sent same day at XXXX XXXX  ( 7 hours after order ) 3. My follow-up email on XX/XX/XXXX confirming cancellation 4. Timeline showing order was canceled before any assembly or shipment began ________________________________________ Legal Violations : XXXX XXXX refusal to provide a full refund violates multiple consumer protection laws, and Discover 's acceptance of this partial refund represents a failure of their legal obligations : Federal - FTC Mail/Internet Order Merchandise Rule ( 16 CFR Part 435 ) : This rule requires merchants to provide full refunds when orders are canceled before shipment. Specifically, when a customer cancels before shipment, the merchant must provide a full refund within 7 business days ( or one billing cycle for credit card charges ). Since I canceled within 7 hours of ordering - before any assembly or shipment- I am entitled to a complete refund of {$590.00} under federal law.\n\nFederal - Fair Credit Billing Act ( 15 U.S.C. 1666 ) : This Act requires credit card issuers to conduct reasonable investigations of billing disputes and properly investigate consumer complaints about charges for goods not accepted or not delivered as agreed. Discover violated this obligation by accepting a partial refund without adequately investigating that my order was canceled the same day before any fulfillment occurred. \nXXXX XXXX XXXX  Deceptive and Unfair Trade Practices Act ( Fla. Stat. 501.204 ) : XXXX operates in XXXX and is subject to FDUTPA, which prohibits unfair or deceptive acts in commerce. Retaining {$120.00} for an order canceled the same day before any work was performed constitutes an unfair practice and unjust enrichment under XXXX  law. \nXXXX XXXX XXXX  Deceptive Trade Practices Act ( Wis. Stat. 100.18 ) and Wisconsin Consumer Act ( Wis. Stat. 427.104 ) : As a XXXX  consumer, I am protected by Wisconsin law from unfair business practices by out-of-state merchants. XXXX  law requires merchants to refund payments when goods or services are not delivered. XXXX 's failure to provide a full refund violates my rights as a XXXX  consumer. \nCommon Law - Unjust Enrichment : XXXX received {$590.00} but provided zero goods or services. The order confirmation stated they were \" getting it ready for creation '' - meaning no work had begun. Retaining {$120.00} for work never performed constitutes unjust enrichment. \n________________________________________ The Problem : Discover 's investigation was grossly inadequate and failed to meet their obligations under the Fair Credit Billing Act. The order was canceled the same day - within 7 hours - before any work was performed or products shipped. This should have resulted in a full refund of {$590.00}, not a partial refund of {$460.00}. \nDiscover 's resolution letter ( dated XX/XX/year>, Case # XXXX ) states : \" The merchant has issued refund ( s ) totaling {$460.00} as of XX/XX/year> '' and notes that merchants may \" not refund shipping and handling charges or may impose a restocking fee on returned goods. '' This logic is fundamentally flawed and doesn't apply to my situation because : 1. Nothing was shipped - I canceled 7 hours after ordering, same day 2. Nothing was assembled - The order confirmation explicitly states \" we're getting it ready for creation. We will notify you when the assembly starts. '' No assembly notification was ever sent because I canceled before work began 3. No restocking applies - No product should have been created, manufactured, or returned 4. I never received any product or service- Zero value was delivered to me 5. Same-day cancellation - This was not a return of delivered goods ; this was a cancellation before fulfillment The merchant has no legitimate basis to retain {$120.00}. They performed no work, shipped nothing, and incurred no costs specific to my order beyond standard business overhead because both cancelations arrived simultaneously with the order.\n\nDiscover 's Failure to Investigate : Despite my providing clear, time-stamped documentation proving same-day cancellation, Discover failed to : Question why a partial refund was appropriate for an unfulfilled order Request merchant documentation showing what work was performed or costs incurred Apply the FTC Mail Order Rule requiring full refunds for pre-shipment cancellations Recognize that \" restocking fees '' and \" shipping/handling '' retention only apply to returned goods, not canceled orders Protect my rights as a consumer under federal law This represents a systematic failure of Discover 's dispute resolution obligations under the Fair Credit Billing Act. \n________________________________________ Request : 1. Immediate credit of {$120.00} to my Discover account ending in XXXX 2. Reopening of Case # XXXX with proper investigation applying the FTC Mail Order Rule 3. Explanation of why Discover accepted a partial refund when federal law and my documentation clearly showed entitlement to full refund 4. Assurance that Discover will properly train dispute investigators to recognize same-day cancellations vs. product returns ________________________________________ Fair resolution : Full credit of {$120.00} to my Discover account ( ending in XXXX ) for the remaining balance owed Acknowledgment that Discover failed to adequately investigate this dispute Confirmation that same-day cancellations before fulfillment should result in full refunds under the FTC Mail Order Rule Assurance of improved dispute resolution procedures I have been a responsible Discover cardholder for many years and provided complete documentation. Discover failed to adequately investigate my dispute and wrongly closed the case despite clear evidence - both documentary and legal - that I am owed the full amount. \n\n\nRespectfully, XXXX XXXX","date_sent_to_company":"2026-02-19T16:24:44.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"545XX","tags":"Servicemember","has_narrative":true,"complaint_id":"19623173","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2026-02-19T16:14:50.000Z","state":"WI","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Company : Discover Bank Product : Credit card Issue : Credit card company isn't resolving a dispute about a purchase Date of incident : XX/XX/<em>year</em>> Account number ( <em>last</em> 4 digits ) : <em>XXXX</em> ________________________________________ Incident : I filed a dispute with Discover Bank for a transaction with <em>XXXX</em>  ( Order # <em>XXXX</em> ) totaling {$590.00}. I canceled this order on the same day it was placed - within 7 hours of order confirmation - before any <em>work</em> <em>began</em> or products shipped."]},"sort":[18.55441,"19623173"]},{"_index":"complaint-public-v1","_id":"2816996","_score":18.236097,"_source":{"product":"Student loan","complaint_what_happened":"I have 2 loans serviced through AES since XX/XX/XXXX. My mother is a cosigner on one, and my understanding was she was only a cosigner on one as she was only ever contacted for payment requested for 1 of the two loans on my account. \n\nI contacted AES in XX/XX/XXXX and XX/XX/XXXX last year to let them know I would be unable to pay the full 500+ payment per month until I passed my XXXX boards and began working. I asked if there was any way to significantly lower the payments until XX/XX/XXXX when I was anticipated to be employed and I was informed, both times, that I was responsible for the entire amount due every month and if it was not paid in full I would be reported to the credit bureau. \n\nI attempted to make smaller payments XX/XX/XXXX andXX/XX/XXXX but both my mother, my cosigner, and I both received 8-10+ phone calls everyday, 7 days a week, even after answering and explaining the situation. \n\nMy mother was diagnosed with XXXX XXXX in XX/XX/XXXX and she is unable to assist in any way at this time as she is unable to work full time. When she cosigned my loans she was not sick and there was no way to foresee this unfortunate diagnosis at that time. \n\nI failed my boards in XX/XX/XXXX and was unable to work until I could pay the {$600.00} and pass my exam, which was done two months later and I became employed in XX/XX/XXXX. When I realized I would be unable to pay I contacted AES and informed them, and they again informed me I was currently behind and still would be required to pay in full or continue to be reported. \n\n\nOnce I began working I was contacted by XXXX XXXX on my past debts owed to AES,  and was asked to set up a payment plan to bring myself current, which I paid {$900.00} a month towards that was directly drawn from my account. I was under the impression this would bring my past loans current by this month, XX/XX/XXXX. \n\nI logged into AES to check my account once all the payments were complete and saw one loan had defaulted 5 days prior, without my knowledge. I contacted AES immediately, XX/XX/XXXX, and was told there was nothing I could do, when I asked for further information they simply told me XXXX, and gave me a phone number. XXXX ( XXXX ) XXXX. The company was open during only hours I work XXXX, so I left a message which was not returned. Tuesday, XX/XX/XXXX I received a call from XXXX XXXX XXXX stating they were contacting me about a debt, but I did not return the call as I had never heard of this company and did not believe i owed them anything. They did not state they were in any way attached to XXXX or AES. \n\nThey called from a different number Wednesday, XX/XX/XXXX and I answered and spoke with a woman whom informed me she was calling in regards to my debt. When I informed her of the situation and that I would be more than happy to pay whatever the past due amount was to bring the account back to good standing she stared there was nothing that could currently be done. \n\n\nI was very diligent when I realized I would not be able to pay AES and did my best to set up payments to keep them paid and current. However they continued to make multiple calls, all days of the week, with no payment options or options in general even though my family was in two very difficult hardships. Once I began working I also was required to begin Federal student loan repayment and my available income did not allow for me to pay any more than the {$900.00} a month I was already paying, thinking it was taking care of both loans, and once I did contact them I was misdirected to a company that doesn't even directly deal with consumers? \n\nI received calls from tel:XXXX XXXX XXXX XXXX ( XXXX ) XXXX Just within the last month, at least 7 times a day, beginning as early at XXXX and going as late as XXXX, including on Saturday and Sundays, again even AFTER contacting AES multiple times to let them know the situation. They were not helpful in any way in trying to find a feasible financial plan or in directing me to who to deal with even after the default was presented. \n\nMy mother is so stressed about this situation, and I've pleaded with callers to please not continue to contact her as when she stresses it causes XXXX XXXX, yet they continue to contact her at all hours. This is incredibly unethical. \n\nI understand a debt is owed but the unethical practices that were attempted to collect it should not go unnoticed.","date_sent_to_company":"2018-02-17T09:13:22.000Z","issue":"Struggling to repay your loan","sub_product":"Private student loan","zip_code":"60067","tags":null,"has_narrative":true,"complaint_id":"2816996","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AES/PHEAA","date_received":"2018-02-17T03:25:56.000Z","state":"IL","company_public_response":null,"sub_issue":"Can't get other flexible options for repaying your loan"},"highlight":{"complaint_what_happened":["I have 2 loans serviced through AES since XX/XX/<em>XXXX</em>. My mother is a cosigner on one, and my understanding was she was only a cosigner on one as she was only ever contacted for payment requested for 1 of the two loans on my account. \n\nI contacted AES in XX/XX/<em>XXXX</em> and XX/XX/<em>XXXX</em> <em>last</em> <em>year</em> to let them know I would be unable to pay the <em>full</em> 500+ payment per month until I passed my <em>XXXX</em> boards and <em>began</em> working."]},"sort":[18.236097,"2816996"]},{"_index":"complaint-public-v1","_id":"3837370","_score":18.230864,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"In 2018 we couldnt keep up with credit card interest and contacted Freedom Debt Relief speaking with XXXX XXXX. I asked before I signed up what would happen if I became unemployed again which is the reason I needed their services. Construction was bad and I fell into debt supporting my family. XXXX said if I lost my job I would just stop paying and pick up where I left no charge. First they settled with XXXX which was about $ XXXX and began settling with other smaller creditors until told them to slow down because my original $ XXXX monthly payment soon became almost {$1200.00}. I was fortunate to work incredible overtime to barely keep up last year. I was sued by XXXX XXXX XXXX, XXXX, and XXXX XXXX  and FDR provides attorney XXXX XXXX from XXXX who didnt reduce my debt I ended up with payments that increase in time that I have no idea how I will pay them when they go up. This year construction started out slow and then Covid19 hit so since the end of XXXX I have only worked a few weeks. Our savings was disappearing so I asked FDR to ask my creditors for Covid19 relief which they did not do so I called XXXX myself. XXXX said since they sued me they only speak to XXXX XXXX that called me minutes later. He was able to get me a 2 month break but now XXXX XXXX XXXX wants past due in full even though I wasnt working. I asked FDR customer service to stop withdrawing from my checking account and they continued until I threatened them with the XXXX because I was advised to do this by XXXX XXXX whom they appointed. FDR still has never spoken to XXXX XXXX about Covid19 relief and now I am lucky to work part time and am trying to pay FDR even though it might lead me to bankruptcy. XXXX XXXX is the last FDR Representative that I tried to communicate with. FDR costumer service is terrible. I feel like I am set up for failure after being promised they would work with me if unemployment was an issue.","date_sent_to_company":"2020-09-16T15:07:51.000Z","issue":"Problem with customer service","sub_product":"Credit repair services","zip_code":"630XX","tags":null,"has_narrative":true,"complaint_id":"3837370","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FREEDOM FINANCIAL NETWORK","date_received":"2020-09-09T16:34:38.000Z","state":"MO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["First they settled with <em>XXXX</em> which was about $ <em>XXXX</em> and <em>began</em> settling with other smaller creditors until told them to slow down because my original $ <em>XXXX</em> monthly payment soon became almost {$1200.00}. I was fortunate to <em>work</em> incredible overtime to barely keep up <em>last</em> <em>year</em>."]},"sort":[18.230864,"3837370"]},{"_index":"complaint-public-v1","_id":"4860069","_score":18.027323,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern, I have proof from my banking institution that my mortgage holders successfully received every payment in full through to this date. When the previous mortgage company, XXXX XXXX, changed hands to Shellpoint, my ongoing problem began on XX/XX/XXXX. \n\nShellpoint has consistently, month after month, claimed I was a month behind in my mortgage payments, charging me a late fee and affecting my credit. I have regularly called and written to Shellpoint to provide adequate proof of every payment they have questioned thus far. Shellpoint never assigned a solitary account representative to work with me to see this through to a resolution. The response is always, if you have any further questions, feel free to reach out to us. \n\nIn our last communication dated XX/XX/XXXX, Shellpoint responded : that they rectified the XXXX payment in question, but now XX/XX/XXXX, was made in short, which is not the case. This situation has been ongoing for over a year now. I can not continue to go through this anymore. Shellpoint continues to give me the runaround. Shellpoint has yet to claim the missing payment ( since there isn't one ) but continues to charge me late fees. I made all of my mortgage payments on time. \n\nRegarding the XX/XX/XXXX payment that I made to XXXX XXXX, I sent a partial payment to match the funds in my Suspense account. In XXXX, the following statement from XXXX XXXX showed the XXXX payment I made was payment in full.","date_sent_to_company":"2021-10-30T21:15:56.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"117XX","tags":null,"has_narrative":true,"complaint_id":"4860069","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2021-10-30T19:34:31.000Z","state":"NY","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["To Whom It May Concern, I have proof from my banking institution that my mortgage holders successfully received every payment in <em>full</em> through to this date. <em>When</em> the previous mortgage company, <em>XXXX</em> <em>XXXX</em>, changed hands to Shellpoint, my ongoing problem <em>began</em> on XX/XX/<em>XXXX</em>. \n\nShellpoint has consistently, month after month, claimed I was a month behind in my mortgage payments, charging me a late fee and affecting my credit."]},"sort":[18.027323,"4860069"]},{"_index":"complaint-public-v1","_id":"2574588","_score":17.879494,"_source":{"product":"Student loan","complaint_what_happened":"InXX/XX/XXXX, I was deemed XXXX XXXX after dealing with a violent situation at work. It was for XXXX XXXX and XXXX XXXX  that began after handling an incident where one of my employees was XXXX XXXX XXXX XXXX by a customer. Not receiving income began to make a tidal wave of problems on my finances as I struggled to pay for my basic living expenses from not receiving income. Forced to return to work to earn money against my doctors wishes to keep a roof over my head, my employment was terminated the first week of XXXX that same year.\n<P/>\nXX/XX/XXXXI tried reaching out to XXXX XXXX servicing to inquire about deferring my student loan. At this time, I learned that my loan was now with a company called XXXX. I contacted XXXX, explained that I was unemployed and that I was XXXX XXXX and I was unsure as to whether or not I could return to work, and did n't know when I would be able to return to work, and that I needed to make an arrangement to stop my payments until I returned to work and my income was stabilized. im really not sure what they offered me, but it was something that would include my past due payments to show I am up to date and I would n't have to pay for a year. I made the over the phone agreements through their automated system and I never heard or received anything from them ever again.\n<P/>\nWithout medical insurance, I was left over one year untreated for XXXX conditions that had lead to my unemployment. Dealing with an untreated XXXX issue, I was struggling to deal with keeping a roof over my head and eat. My student loan was definitely not being paid, just two credit card companies who had agreed to take {$10.00} per month until I began working again. I assumed I was still covered on the deferment, and never received any information otherwise.\n<P/>\nI was XXXX as XXXX with XXXX XXXX and XXXX inXX/XX/XXXXand began treatment for XXXX XXXX 2x per week. OnXX/XX/XXXX, I became employed full time, finally. In XXXX XXXX, I received a call unexpectedly from someone who did n't identify themselves at my place of employment. They asked for me by my maiden name, and then threatened to garnish up to 50 % of my wages to pay back my student loan. After laughing at him, and informing him that he 's probably have to stand in line for garnishing wages after the IRS, who has not received a payment on the $ XXXX I owe them, I asked them to not call me at work. I to this day have not received any mail from whom ever that called me regarding this debt. Nor do I know whom the person represented. Nor have they garnished my wages, nor received any communication about them garnishing my wages, so I 'm not even sure if it was a legit call. I have managed to pay down $ XXXX on my IRS debt, leaving a $ XXXX  balance after interest and {$2500.00} off my credit card debt, leaving $ XXXX more to go. Not bad for working only 7 months now.\n<P/>\nI have now been employed for six months and am tackling the debts that were left unpaid for two years while I was XXXX. To help me with, I contacted each of the credit bureaus to obtain my annual free credit report. Buried in my credit report I began to unravel the torrid journey my student load has been on through the last few years.\n- it was sold twice without my knowledge, so good luck to me to find out where I even owe money to - the agreement I made was n't applied to my account apparently - the balance has gone up {$3000.00} in two and a half years - the loan is now with a company called American Student Assistance, of which I 've never had any communication from I wish the following would 've happened : - I was given an option to take in to account that I was XXXX for an undetermined amount of time, which meant I was unable and incapable of paying for an undetermined amount of time.\n- I received clear communication as to the status of my loan regularly, whether it was notification of payments when I was making them or when an agreement was made, so I was n't left with zero knowledge as to what 's going on with my loan - I received information when my loan was sold and to whom, and that I received communication from the place that now had my loan I will fully admit that I did n't have my \" life together '' for those two years, I was a total mess. The actions, or inactions, and poor advice and planning on these lenders seem like they were being managed by someone with the XXXX XXXX of me at the time, but I 'm not sure if a lender/corporation can claim XXXX XXXX for managing their accounts so poorly.\n<P/>\nNow, I feel helpless. The loan is not even with the company I first made the agreement to postpone payments with. The balance has gone up significantly. My credit is totally ruined for this.","date_sent_to_company":"2017-07-14T17:08:32.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"21702","tags":null,"has_narrative":true,"complaint_id":"2574588","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"American Student Assistance","date_received":"2017-07-14T15:57:11.000Z","state":"MD","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I contacted <em>XXXX</em>, explained that I was unemployed and that I was <em>XXXX</em> <em>XXXX</em> and I was unsure as to whether or not I could return to <em>work</em>, and did n't know <em>when</em> I would be able to return to <em>work</em>, and that I needed to make an arrangement to stop my payments until I returned to <em>work</em> and my income was stabilized. im really not sure what they offered me, but it was something that would include my past due payments to show I am up to date and I would n't have to pay for a <em>year</em>."]},"sort":[17.879494,"2574588"]},{"_index":"complaint-public-v1","_id":"7341408","_score":17.530872,"_source":{"product":"Student loan","complaint_what_happened":"As part of temporary public student loan forgiveness ( tpslf ), loan companies are supposed to count qualifying payments on XXXX loans prior to consolidation and XXXX forgiveness when XXXX qualifying payments are reached. I consolidated to XXXX loans in XXXX and applied for XXXX in XXXX of XXXX. My qualifying payment count under the waiver updated in XXXX of XXXX but only includes payments on XXXX loans back to XXXX despite paying on these loans without interruption since XXXX. I began the process to try to correct this last XX/XX/XXXX. I contacted MOHELA, my new loan servicer and was told I needed to wait for updates for counts to include all eligible waiver payments. When nothing updated after 4 months, I contacted them a second time on XX/XX/XXXX of XXXX. I was told they would reprocess my tpslf application but it would take another XXXX business days to get counts accurate. I contacted the company again in XXXX of this year and was told I needed to wait the full 90 days, So after XXXX days when nothing happened, I contacted them again in XXXX and was told they werent sure why they didnt update or what happened, so they would count them again and I needed to wait another XXXX business days. I waited, contacted them in XXXX after XXXX business days, and still no update. Then I was told I needed to submit another form to get credit for my work during years XXXX. I did this, and my counts updated a little to XXXX, but this was never the issue. I should have over XXXX qualifying payments if they counted my payments to XXXX XXXX, which date back to XXXX. I have sent payment history that I received from XXXX  ( servicer of former XXXX loans ) to XXXX XXXX, I have uploaded it to the website, I have submitted a reconsideration request to XXXX, I have contacted MOHELA 5 times, and they still have not resolved my issue. I began this process of forgiveness almost XXXX years ago when I consolidated my loans in XXXX. I have waited through countless business days of reprocessing. This issue should be resolved by now.","date_sent_to_company":"2023-08-02T21:31:17.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"12901","tags":null,"has_narrative":true,"complaint_id":"7341408","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MOHELA","date_received":"2023-08-02T20:46:55.000Z","state":"NY","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I contacted the company again in <em>XXXX</em> of this <em>year</em> and was told I needed to wait the <em>full</em> 90 days, So after <em>XXXX</em> days <em>when</em> nothing happened, I contacted them again in <em>XXXX</em> and was told they werent sure why they didnt update or what happened, so they would count them again and I needed to wait another <em>XXXX</em> business days. I waited, contacted them in <em>XXXX</em> after <em>XXXX</em> business days, and still no update. Then I was told I needed to submit another form to get credit for my <em>work</em> during years <em>XXXX</em>."]},"sort":[17.530872,"7341408"]},{"_index":"complaint-public-v1","_id":"9385594","_score":16.831287,"_source":{"product":"Mortgage","complaint_what_happened":"I am a victim of wrongful foreclosure. This property has been in my wifes family ( XXXX XXXX ) since XXXX. When my mother in law passed away we were approved for a VA loan to put the property in my name. I am XXXX XXXX XXXX XXXX veteran of the XXXX XXXX. XXXX is also XXXX and we live together in the house with her sister. We are facing eviction because we feel that our lender Mr. Cooper did a terrible job handling the servicing of our mortgage loan and did not keep us informed of options and deadlines and as a result we wound up facing a last minute sale date. We were told to submit information for review which we did. Then we were told sorry, the sale date is in less than XXXX  days so forget what we just said. Then a few days before our home went to foreclosure auction we got a letter from Mr. Cooper that someone decided that they WOULD review the information but they claimed that we did not provide information on the frequency of pay for my sisters XXXX job at University XXXX Minnesota. This did not make any sense because she is not a teacher, she is a full time nurse. So the letter said we were denied for incomplete application even though the missing information was a non-issue because she was not a teacher and was paid like any other regular employee. ( attached ) It seems like an example of Mr. Cooper playing dirty. Our home went to foreclosure auction on XX/XX/XXXX. We had turned things around financially a few months earlier and had resolved our financial hardship from XXXX and health issues. We are currently fighting eviction in court by the VA and at this time my wife and I are both XXXX and unable to move. We have a family member that is in the process of getting pre-approved for a mortgage loan so that our family can purchase the property back from the VA. If we are unable to work things out then we will be taking these arguments for wrongful foreclosure to court against Mr. Cooper. \n\nAfter serving in XXXX I went on to work for the XXXX for XXXX plus years. I retired in XXXX and receive pension and VA XXXX income. My wife worked for the state of Minnesota for many years and then became a full time caretaker for her mother in XXXX until she passed. She now receives XXXX due to issues with her back. Her sister XXXX lives with us and she is a registered nurse at University XXXX Minnesota XXXX, as well as receiving XXXX and a pension. We began struggling during XXXX when XXXX hours were cut and my wife began having issues with her back which led to increased medical bills as well as some major and necessary home repairs. We contacted Mr. Cooper about the situation and eventually were approved for the CARES forbearance for XXXX  months. After that ended they told us they would work with us to resolve the past due payments, but then everything went sideways. We were advised to use the online portal but this was difficult for us because we are not savvy with technology. We would think we had done things correctly then they would tell us we were denied because the information had not been received even though we tried to upload this. We kept sending in documents and their agents would say we are not going to start looking at this until we have everything and it seemed like their agents kept changing what was needed and it was hard to get everything in to their office. The whole process was very confusing and we spent over a year trying to get reviewed. When we finally got everything in we were told that it was too late because it was less than XXXX  days till the sale date. Then somehow they decided to review it a few days before the sale and came up with a questionable reason for not sending it in to the underwriter because of a so called issue regarding how many months a year a registered nurse gets paid. \n\nThis is no way to treat XXXX veterans, it is no way to treat senior citizens and it is a sad story about corporate greed.","date_sent_to_company":"2024-06-29T18:06:47.000Z","issue":"Struggling to pay mortgage","sub_product":"VA mortgage","zip_code":"553XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"9385594","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2024-06-29T18:02:05.000Z","state":"MN","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["If we are unable to <em>work</em> things out then we will be taking these arguments for wrongful foreclosure to court against Mr. Cooper. \n\nAfter serving in <em>XXXX</em> I went on to <em>work</em> for the <em>XXXX</em> for <em>XXXX</em> plus years. I retired in <em>XXXX</em> and receive pension and VA <em>XXXX</em> income. My wife <em>worked</em> for the state of Minnesota for many years and then became a <em>full</em> time caretaker for her mother in <em>XXXX</em> until she passed. She now receives <em>XXXX</em> due to issues with her back."]},"sort":[16.831287,"9385594"]},{"_index":"complaint-public-v1","_id":"2866950","_score":16.50585,"_source":{"product":"Mortgage","complaint_what_happened":"I am contacting your organization to file a formal complaint against Freedom Mortgage. I bought my home with an FHA loan that is now held by Freedom Mortgage. After a bad injury on the job I went through some hard times and missed some payments. My hardship is over and I am trying to work things out with Freedom Mortgage. At first they were very helpful and told me that I would qualify for an assistance program. Several months later I am still waiting as they continue to misplace my documents, tell me they have not received paperwork that I send to them via certified mail ( so I know they have received it ) and tell me that I have no options. When I offered to make a large lump sum payment in order to fix this problem they tell me that the amount I owe has increased several thousand dollars due to late fees, Attorney fees, inspection fees and junk fees and that I can only pay the full amount. they have now set a foreclosure sale date for XX/XX/XXXX. I make a good living and have the means to pay my mortgage -- I am certain that I would qualify for one of the government programs such as modification, repayment plan, partial claim or special forbearance but Freedom won't even give me a chance. \n\nI bought my house almost one year ago. I have a large family ( wife and XXXX kids between the ages of XXXX and XXXX  months ) and we were excited to have our own place. I had a good paying job working with the state of Idaho for the last 20 years and there was no reason to think that there would be any problems with making the monthly payment. About 4 months later I was injured on the job -- I XXXX XXXX XXXX XXXX and all of my XXXX and was in extreme pain. Due to doctor visits and the pain my working hours were limited. I had to go from doctor to doctor to figure out exactly what the problem was ( my XXXX  had been XXXX XXXX XXXX XXXX ) and how to fix it and finally an XXXX was done and I went in for XXXX. I missed a few weeks of work after the XXXX and they put me on some heavy pain medication. This led to additional problems and XXXX which also cut into my ability to work. \n\nI contacted Freedom Mortgage shortly after I defaulted and explained my situation and was assured that there were programs available and that I qualified. I then began the process of sending in the application documents and began a vicious cycle because Freedom continually lost the documents. I got sick of faxing and began sending the documents through the USPS with tracking numbers in order to ensure that Freedom received the documents. I would get the receipt showing it was received, and then when I would follow up their loss mitigation department would say that they never received the documents. I was eventually told that I did not qualify for any programs, although no specific details were given relating to what programs I was reviewed for, what income was used in the calculation etc. or if a full review was even conducted. \n\nI then discussed a large lump sum payment of {$6000.00} in order to get me back into good standing. Their agents told me that this was not good enough, because when they added in the late fees and Attorney fees and the junk fees the total amount owed was closer to {$10000.00}. I am contacted often by their agents now, but it is not to offer help or to conduct a review of my current and correct financial circumstances. It is to harass me and to tell me that if I don't make a lump sum payment of {$10000.00} that they are going to take my home away from me. A sale date has been scheduled for XX/XX/XXXX. \n\nMy hardship is over, and I make more than enough income to qualify for these homeowner assistance programs. The issue is that Freedom won't give me a seat at the table. This is wrong, and I believe they are violating FHA and HUD guidelines.","date_sent_to_company":"2018-04-06T17:25:25.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"83404","tags":null,"has_narrative":true,"complaint_id":"2866950","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2018-04-06T17:21:54.000Z","state":"ID","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 bought my house almost one <em>year</em> ago. I have a large family ( wife and <em>XXXX</em> kids between the ages of <em>XXXX</em> and <em>XXXX</em>  months ) and we were excited to have our own place. I had a good paying job working with the state of Idaho for the <em>last</em> 20 years and there was no reason to think that there would be any problems with making the monthly payment. About 4 months later I was injured on the job -- I <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> and all of my <em>XXXX</em> and was in extreme pain."]},"sort":[16.50585,"2866950"]},{"_index":"complaint-public-v1","_id":"1356194","_score":16.27754,"_source":{"product":"Student loan","complaint_what_happened":"I went to XXXX universities with the promise that I would get a job that would enable me to make good on my investment in student loans. XXXX My family took good care of me and wanted me to be successful, and I strove for that -- especially in the wake of my parents ' divorce. I was high school XXXX, ran XXXX, XXXX in school XXXX, etc. I had XXXX and XXXX GPAs at my universities, respectively. I am a good person, and I pay my bills on time. I currently have a full-time non-profit job. However, my credit score -- which is terrible on account of delinquent student loans -- is holding me back from obtaining everything my peers have obtained by this age, my parents obtained, and the generation before them obtained. It is made more tragic by the fact that at XXXX, when I was out of college and XXXX, that I began to have a breakdown. I was attempting XXXX I was facing. During this time, student loan companies began asking me for amounts of money that even with a full-time job I could not afford to pay. I ended up having to take extended XXXX leave and eventually resign my XXXX position. I was unemployed for a while, and could not keep up with any of my student loan bills. Years went by. I picked myself up, got work, sought ways to make myself better XXXX, and to become a productive member of society. I did all these things. Yet the companies that now own my student loan debt are holding me back from everything I spent the last 20 years of my life working for. Any amount of money I could even send them will not pay them off. It is hopeless, and it is wrong. I was a victim of my circumstances, I still suffer from bouts of XXXX, and I have XXXX documentation to prove it. I am asking for understanding and empathy. I am asking to be judged as the whole person, and not by sad events that happened when I was still practically a teenager. I am asking for all delinquent records to be expunged from my record. Permanently. I want this to then be communicated to all the major credit bureaus so that my score can increase. I want to be able to contribute to the XXXX economy by doing things like buying a home, buying a new car, etc. It is my right as an XXXX to enjoy the fruits of my labor. I worked hard as a teenager in school, then as an adult at every job I 've had. It is immoral to judge my ability as a consumer based on a downward spiral of events that happened XXXX. I am a good person. I have people who can attest to it. I 've never committed a crime, I 'm not mean to people, I donate to charity regularly. I never asked to be rich. I never asked to make XXXX figures a year, but it seems that 's the only way I would ever be able to pay back this debt. But the economy in this country does n't work that way, and people who struggle just to get out of bed in the morning like me ca n't even begin to process the insurmountable delinquent student loan debt I have. I suffered XXXX, and it is a direct cause of me being delinquent on my loans in the XXXX place. I am attaching a doctor 's report to prove this. Thank you for your time and consideration, and XXXX bless.","date_sent_to_company":"2015-05-01T13:04:39.000Z","issue":"Can't repay my loan","sub_product":"Non-federal student loan","zip_code":"152XX","tags":null,"has_narrative":true,"complaint_id":"1356194","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Continental Services Group, Inc. d/b/a ConServe","date_received":"2015-05-01T13:04:38.000Z","state":"PA","company_public_response":null,"sub_issue":"Can't get flexible payment options"},"highlight":{"complaint_what_happened":["It is made more tragic by the fact that at <em>XXXX</em>, <em>when</em> I was out of college and <em>XXXX</em>, that I <em>began</em> to have a breakdown. I was attempting <em>XXXX</em> I was facing. During this time, student loan companies <em>began</em> asking me for amounts of money that even with a <em>full</em>-time job I could not afford to pay. I ended up having to take extended <em>XXXX</em> leave and eventually resign my <em>XXXX</em> position. I was unemployed for a while, and could not keep up with any of my student loan bills. Years went by."]},"sort":[16.27754,"1356194"]},{"_index":"complaint-public-v1","_id":"1356195","_score":16.247599,"_source":{"product":"Student loan","complaint_what_happened":"I went to XXXX universities with the promise that I would get a job that would enable me to make good on my investment in student loans. My whole life I have also struggled with XXXX. My family took good care of me and wanted me to be successful, and I strove for that -- especially in the wake of my parents ' divorce. I was high school XXXX, XXXX, XXXX, etc. I had XXXX and XXXX GPAs at my universities, respectively. I am a good person, and I pay my bills on time. I currently have a full-time non-profit job. However, my credit score -- which is terrible on account of delinquent student loans -- is holding me back from obtaining everything my peers have obtained by this age, my parents obtained, and the generation before them obtained. It is made more tragic by the fact that at XXXX, when I was out of college and XXXX at a XXXX in XXXX, that I began to have a XXXX. I was XXXX, XXXX, XXXX, XXXX I was facing. During this time, student loan companies began asking me for amounts of money that even with a full-time job I could not afford to pay. I ended up having to take extended medical leave and eventually resign my XXXX position. I was unemployed for a while, and could not keep up with any of my student loan bills. Years went by. I picked myself up, got work, sought ways to make myself better XXXX, and to become a productive member of society. I did all these things. Yet the companies that now own my student loan debt are holding me back from everything I spent the last 20 years of my life working for. Any amount of money I could even send them will not pay them off. It is hopeless, and it is wrong. I was a victim of my circumstances, I still suffer from bouts of XXXX, and I have medical documentation to prove it. I am asking for understanding and empathy. I am asking to be judged as the whole person, and not by sad events that happened when I was still practically a teenager. I am asking for all delinquent records to be expunged from my record. Permanently. I want this to then be communicated to all the major credit bureaus so that my score can increase. I want to be able to contribute to the American economy by doing things like buying a home, buying a new car, etc. It is my right as an American to enjoy the fruits of my labor. I worked hard as a teenager in school, then as an adult at every job I 've had. It is immoral to judge my ability as a consumer based on a downward spiral of events that happened as a result of a XXXX. I am a good person. I have people who can attest to it. I 've never committed a crime, I 'm not mean to people, I donate to charity regularly. I never asked to be rich. I never asked to make XXXX figures a year, but it seems that 's the only way I would ever be able to pay back this debt. But the economy in this country does n't work that way, and people who struggle just to get out of bed in the morning like me ca n't even begin to process the insurmountable delinquent student loan debt I have. I suffered a XXXX in my XXXX, and it is a direct cause of me being delinquent on my loans in the first place. I am attaching a doctor 's report to prove this. Thank you for your time and consideration, and God bless.","date_sent_to_company":"2015-05-05T13:17:54.000Z","issue":"Can't repay my loan","sub_product":"Non-federal student loan","zip_code":"152XX","tags":null,"has_narrative":true,"complaint_id":"1356195","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LTD Financial Services, L.P.","date_received":"2015-05-01T13:07:15.000Z","state":"PA","company_public_response":null,"sub_issue":"Can't get flexible payment options"},"highlight":{"complaint_what_happened":["I currently have a <em>full</em>-time non-profit job. However, my credit score -- which is terrible on account of delinquent student loans -- is holding me back from obtaining everything my peers have obtained by this age, my parents obtained, and the generation before them obtained. It is made more tragic by the fact that at <em>XXXX</em>, <em>when</em> I was out of college and <em>XXXX</em> at a <em>XXXX</em> in <em>XXXX</em>, that I <em>began</em> to have a <em>XXXX</em>. I was <em>XXXX</em>, <em>XXXX</em>, <em>XXXX</em>, <em>XXXX</em> I was facing."]},"sort":[16.247599,"1356195"]},{"_index":"complaint-public-v1","_id":"1662095","_score":16.056837,"_source":{"product":"Student loan","complaint_what_happened":"I attended University of XXXX XXXX in XXXX WA, and graduated in XXXX 2013 with a XXXX. In order to attend this private school, I took out private student loans with my main bank Wells Fargo, today costing in the range of {$150000.00} of debt. Upon graduation I was able to pay a very small monthly portion with my parents help, but the payments soon proved difficult to manage, and I was unemployed. With the help of my parents, who are my cosigners, I asked Wells Fargo for payment assistance, either forbearance, postponement, or smaller monthly payments so I that I would be able to handle the payments, especially when I did get full time employment. The response I got in the beginning was \" We will get back to you. '' Now, their calls are frequent and harassing, asking for payments. When I tell them, repeatedly, that I can not make the payment and would like to discuss options, I am told \" there is nothing we can do '' and then they ask for the payment again. At one point, I began to receive calls at my place of work, from the work phone, a number I never provided to Wells Fargo. I asked where they got the work number and they did not disclose a source, at which point I told them to erase the number and that I did not want to receive calls on the work phone as it is reserved for business call only. Last spring, my mother was finally able to speak to a representative in their Student Loan Payment Assistance team and I was sent a packet to fill out. This was the first time I had heard of the Payment Assistance Team, after over a year of asking for assistance over the phone. I filled out the paperwork, sent in my paystubs and paperwork by mail, and heard from my parents that they too sent in their information. I never received a response, and continued to receive phone calls and letters requiring payments. After a few weeks, I received a letter stating that they never received all of the paperwork and my assistance request was denied. My mother resent the materials by fax, and received the same response. Since then, we have sent in the paperwork a total of 6 more times, with the fax receipts to prove it, and zero response from Wells Fargo. I am beginning to doubt the validity of the Payment Assistance Team, and have no faith in Wells Fargo to offer help or assistance. When I have explained over the phone to Wells Fargo employees the fact that my monthly payment is not enough to cover this Student Loan payment, as well as rent, my Federal Student Loan payments, utilities, and personal necessities ( i.e. food, clothing, toiletries ), I am met with no offer of help or options that I can choose from. When I mention I am working with the Payment Assistance Team, the debt collectors often do not know what I mean and can not transfer me between departments. Overall, the lack of help and assistance is frustrating, as well as the lack of constructive communication between Wells Fargo and myself.","date_sent_to_company":"2015-11-18T01:20:25.000Z","issue":"Can't repay my loan","sub_product":"Non-federal student loan","zip_code":"99654","tags":null,"has_narrative":true,"complaint_id":"1662095","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2015-11-18T01:20:24.000Z","state":"AK","company_public_response":"Company chooses not to provide a public response","sub_issue":"Can't decrease my monthly payments"},"highlight":{"complaint_what_happened":["<em>When</em> I tell them, repeatedly, that I can not make the payment and would like to discuss options, I am told \" there is nothing we can do '' and then they ask for the payment again. At one point, I <em>began</em> to receive calls at my place of <em>work</em>, from the <em>work</em> phone, a number I never provided to Wells Fargo."]},"sort":[16.056837,"1662095"]},{"_index":"complaint-public-v1","_id":"7987571","_score":16.024275,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX I made a payment on my Chase Freedom card in the amount of {$5300.00}. On the XXXX and XXXX transactions were made on the card, then an additional payment was made on the card bringing the balance back to a XXXX balance. \n\nAfter the XXXX of XXXX, I began to receive declined notifications from various accounts I have on auto-pay, this would take place for over week, with no notification from Chase advising of any form of issue or concern with my account, no text, push messages, emails, or phone calls. Only after I called on the XXXX of XXXX was I advised that it \" may '' be because I made a large payment from a different account, causing my card to be frozen. When questioned about the reason for no notification about the account status, I was given no reason. On this call I was informed that my restriction would be lifted and I would be able to use my card again, yet the next day my card was decline again when attempting to make a transaction, although my balance showed a credit, due to my last payment and points redeemed. \n\nOn the XXXX of XXXX I would spend almost another hour on the line with Chase, being transferred unexpectedly, and still not receiving answers as to why my card wasn't working or why it was frozen to begin with. While this freeze was taking place, my Chase Saphire card worked with no issue. The last party I spoke with stated that the payment amount made was higher than my normal payments, so it appeared it was why their fraud team froze my card. I advised the agent that if my amount was reviewed they would see that I make numerous payments a month in various amounts, from XXXX to XXXX dollars, and at least once a year if I have a large balance it will be paid in one full, as I did previously in early 2023. \n\nChase not only failed to communicate with me about my account, they also caused me multiple inconveniences and issues with various accounts due to accounts becoming past due and the correlating cost. If had not contacted Chase it is unclear when I would have been notified, if ever. This is totally unacceptable behavior on behalf of Chase, if a customer failed to pay due to an issue beknowst to Chase, it would not be met with concessions, they would hold the customer accountable for paying what they owe. \n\nIn lieu of this poor handling of my account and the even poorer customer service I received over the course two days, I expect some form of gesture to make this right on behalf of Chase.","date_sent_to_company":"2023-12-13T03:02:10.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"75070","tags":null,"has_narrative":true,"complaint_id":"7987571","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-12-13T02:19:22.000Z","state":"TX","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["I advised the agent that if my amount was reviewed they would see that I make numerous payments a month in various amounts, from <em>XXXX</em> to <em>XXXX</em> dollars, and at least once a <em>year</em> if I have a large balance it will be paid in one <em>full</em>, as I did previously in early 2023. \n\nChase not only failed to communicate with me about my account, they also caused me multiple inconveniences and issues with various accounts due to accounts becoming past due and the correlating cost."]},"sort":[16.024275,"7987571"]},{"_index":"complaint-public-v1","_id":"20790110","_score":15.947712,"_source":{"product":"Mortgage","complaint_what_happened":"Application Background and Initial Guidance XXXX XXXX initially began the loan application process with HomeAmerican Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX He was informed that he would likely be denied based on work history. Following this, I was added to the application in order to strengthen the loan profile, as I have nearly XXXX years of stable employment history at the same place of employment. We proceeded with a full joint application based on this guidance. \n\nApplication Submission and Credit Inquiry On XX/XX/year>, we completed a full mortgage application. My credit was pulled on XX/XX/year>. \n\nRepresentations and Loan Expectations We chose to work with this lender based on representations that they could offer more favorable financing terms, including a temporary interest rate buydown. Based on these representations, we evaluated a higher purchase price than we had previously considered. \n\nLack of Clear Preapproval Decision After submitting a complete application and documentation, we expected a timely and clearly communicated preapproval decision. Instead, we received inconsistent and informal statements that we would likely be denied, without any formal preapproval decision, written explanation, or breakdown of how our application was evaluated. \n\nUnclear Debt-to-Income Explanation We were informed that the loan would not qualify due to a high debt-to-income ratio. However, we were not provided with a written breakdown of the income and debt calculations used or a clear explanation of how this determination was reached. XXXX does not carry significant ongoing debt obligations, as his vehicle is paid off, he has no student loans, and his credit card balances are paid in full each month. While we understand that income and underwriting guidelines may affect eligibility, we were not given sufficient information to understand how our application was evaluated or what factors led to this conclusion. \n\nAttempts to Contact the Loan XXXX On XX/XX/year>, I made multiple attempts to contact the loan XXXX XXXX XXXX XXXX : called directly, no answer I then called company support lines and spoke with a representative who was unable to provide meaningful assistance regarding our loan The loan portal chat feature was not functioning Assurance of Action Without Follow-Through Shortly after these attempts, at approximately XXXX XXXX, I received a message stating : Im working on your loan today and will get your preapproval out today. However, no preapproval was provided. \n\nAbrupt Call Termination At approximately XXXX AM, the loan XXXX called me. The call lasted approximately XXXX seconds and ended abruptly when I attempted to document the discussion. \n\nNo Formal Credit Decision Provided Despite representations that the loan was being actively worked on, no preapproval decision was ever provided. No written approval, denial, or formal explanation was provided. We did not receive a formal adverse action notice or written credit decision following submission of our application.\n\nConfusing Loan Status The loan portal continued to show Application in Review, which created confusion about whether any meaningful review was occurring. \n\nGood Faith Efforts to Resolve We made multiple good faith attempts to obtain updates, clarification, and a preapproval decision before escalating this matter. Despite these efforts, we were not provided with clear, consistent, or complete information regarding our application status or evaluation. \n\nImpact of Delay Due to the lack of a timely and clear decision, we lost valuable time in a rising interest rate environment and were unable to proceed efficiently with alternative financing options. Our credit was also impacted as part of this process.","date_sent_to_company":"2026-03-30T22:53:42.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"20790110","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Home American Mortgage Corp","date_received":"2026-03-30T22:20:58.000Z","state":"UT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Delays in the application process"},"highlight":{"complaint_what_happened":["Application Background and Initial Guidance <em>XXXX</em> <em>XXXX</em> initially <em>began</em> the loan application process with HomeAmerican Mortgage Corporation <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> He was informed that he would likely be denied based on <em>work</em> history. Following this, I was added to the application in order to strengthen the loan profile, as I have nearly <em>XXXX</em> years of stable employment history at the same place of employment. We proceeded with a <em>full</em> joint application based on this guidance."]},"sort":[15.947712,"20790110"]},{"_index":"complaint-public-v1","_id":"15646130","_score":15.902556,"_source":{"product":"Checking or savings account","complaint_what_happened":"There are multiple complaints of egregious conduct by BECU and one of its employees. The conduct has no words to describe it except absolute insanity. It goes beyond all bounds of decency. \n\nUpon attempting to kindly discuss and notify BECU of the issues and breaches, it began to act completely insane. It first closed down my debit card on my personal account after previously refusing to perform contractual duties while purporting to manage my funds that I own. The closing down of the card occurred approximately five minutes after I called and spoke to a different agent about another issue of BECU, after informing them of the issues kindly and how much time it was taking me to try to rectify. \n\nIt then began escalated conduct and none of my debit cards are working. \n\nI am currently on a medical leave and not supposed to be working. The insane and harassing conduct of BECU has caused severe medical injury. \n\nBECU also made transfers I expressly did not authorize in an effort to make interest money. When I called them about it, they stated it would not happen again, and then it did. This is also all documented. \n\nBECU further owes funds for work done in attorneys fees it unilaterally stole and withdrew after the work was performed, attempting to convert it to its own. This totals {$3000.00}, and occurred earlier this year in XXXX or in XXXX. When speaking to BECU about it and after filing applicable reports, BECU attempted to blame me for its errors and therefore cause me to suffer and take my funds unilaterally instead of taking responsibility for its conduct. \n\nIt also misreported the amount on my card as of the date of the last statement to credit bureaus, affecting my credit score falsely. I looked at the BECU app and screenshotted the statement amount it showed and then went to XXXX XXXX where it stated something else higher. I then had to file a dispute, which was added to the Complaint and additional time spent. After disputing the same, today I received notification it misreported the statement amount today as over three times the statement balance, causing my credit score to lower. \n\nThis is not only shocking how blatantly unlawful someone at BECU is acting, it is deeply disturbing. I tried to call BECU yesterday to make sure no one did anything unlawful to my credit card as I intended to pay the full balance off yesterday for the statement as I am in the process of getting a mortgage. This is because the state government has told me I need to move unfortunately because of a safety issue at the current house due to having worked as an attorney on a case involving dangerous and violent persons and unlawful activity having occurred at my house the past XXXX months. \n\nBECU 's further blatantly unlawful conduct beyond all bounds of decency and the false reported caused XXXX XXXX to state my score dropped XXXX points, instead of raising. I tried again to call them on the phone. \n\nThis is clearly unacceptable and unlawful. The conduct escalated after the more recent notice of the claim for prior unlawful conduct and attempts to resolve it on the phone with BECU, on XX/XX/XXXX. \n\nThis must immediately be rectified and fixed, with all applicable damages BECU 's misconduct incurred being dealt with.","date_sent_to_company":"2025-10-09T16:32:17.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"982XX","tags":null,"has_narrative":true,"complaint_id":"15646130","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BOEING EMPLOYEES' CREDIT UNION","date_received":"2025-09-01T18:49:41.000Z","state":"WA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["BECU further owes funds for <em>work</em> done in attorneys fees it unilaterally stole and withdrew after the <em>work</em> was performed, attempting to convert it to its own. This totals {$3000.00}, and occurred earlier this <em>year</em> in <em>XXXX</em> or in <em>XXXX</em>. <em>When</em> speaking to BECU about it and after filing applicable reports, BECU attempted to blame me for its errors and therefore cause me to suffer and take my funds unilaterally instead of taking responsibility for its conduct."]},"sort":[15.902556,"15646130"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":237,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":237}]}},"product":{"doc_count":237,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":87,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":37},{"key":"FHA mortgage","doc_count":20},{"key":"Other type of mortgage","doc_count":12},{"key":"VA mortgage","doc_count":7},{"key":"Conventional fixed 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