{"took":142,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":313,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3829698","_score":21.624489,"_source":{"product":"Mortgage","complaint_what_happened":"Rushmore Loan Servicer as of XX/XX/2020 has 1. stopped sending monthly statements, 2. refused to speak on the phone with us regarding the missing statements and 3. regarding our modification application. Rushmore, even though is our Servicer, said we must only speak with their attorneys XXXX, XXXX XXXX XXXX. We refuse to speak with any adversaries at a law firm and demand the Servicer, Rushmore, speak with us the customer and provide monthly statements as required.","date_sent_to_company":"2020-09-03T14:02:25.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"088XX","tags":null,"has_narrative":true,"complaint_id":"3829698","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RUSHMORE LOAN MANAGEMENT SERVICES LLC","date_received":"2020-09-03T13:48:11.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Rushmore Loan Servicer as of XX/XX/2020 has 1. stopped sending <em>monthly</em> <em>statements</em>, 2. <em>refused</em> to speak on the phone with us regarding the <em>missing</em> <em>statements</em> and 3. regarding our modification application. Rushmore, even though is our Servicer, said we must only speak with their attorneys XXXX, XXXX XXXX XXXX. We <em>refuse</em> to speak with any adversaries at a law firm and demand the Servicer, Rushmore, speak with us the customer and provide <em>monthly</em> <em>statements</em> as required."]},"sort":[21.624489,"3829698"]},{"_index":"complaint-public-v1","_id":"5923998","_score":20.267178,"_source":{"product":"Mortgage","complaint_what_happened":"NOVAD Management Consulting is the servicer for my FHA-insured Home Equity Conversion Mortgage ( HECM ) reverse mortgage that has been assigned to HUD. NOVAD stopped sending me Monthly Statements beginning XX/XX/XXXX thru present date without explanation. For a year and a half the servicer has left me in the dark about my own mortgage. My inquiries were never answered. NOVAD is unreachable by phone & do not reply or respond to my mailed written correspondence. All questions are ignored & left unanswered. I requested the backlog of missing monthly statements & they refuse to provide telling me my HECM went into default back in XX/XX/XXXX and statements are withheld until the default is cured. That is absurd. I was never notified regarding any default. I dispute the amount NOVD is requesting & asked for an itemized accounting. They have refused that request too telling me I should ask somebody else. I discovered an unexplained charge on a statement, they refuse to identify it. NOVAD is not qualified to be a mortgage servicer for HUD. in XX/XX/XXXX the state of Nevada served NOVAD with a Cease & Desist Order for mortgage servicing without a license. There are numerous complaints about NOVAD on the internet. Get me my missing statements please.","date_sent_to_company":"2022-08-27T11:02:44.000Z","issue":"Trouble during payment process","sub_product":"Reverse mortgage","zip_code":"934XX","tags":"Older American","has_narrative":true,"complaint_id":"5923998","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"NOVAD Management Consulting, LLC","date_received":"2022-08-27T09:22:40.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Get me my <em>missing</em> <em>statements</em> please."]},"sort":[20.267178,"5923998"]},{"_index":"complaint-public-v1","_id":"2138780","_score":18.90266,"_source":{"product":"Student loan","complaint_what_happened":"My student loan company, ACS Education Services, has given me a choice : I can receive monthly statements about my account, or I can enroll in an auto-pay program that results in a 0.25 % interest rate reduction. Obviously I want to reduce my loans as much as possible, and auto-pay is a great way to avoid missing a payment. So I took that option. \n\nHowever, without a monthly statement, I can not easily see how I am doing on this loan from month to month. For instance, I can not tell exactly how much I am paying in interest each month. There are \" informational '' webpages I can access, which seem to provide a snapshot of the loan at that particular moment, but those webpages do not provide a monthly status report the way a statement does. Nor can I keep records of my ACS statements, as I do with my loans from another servicer. \n\nMy question is : Is it appropriate and legal for ACS to refuse to provide monthly statements to borrowers unless we agree to forego the lower interest rates and auto-pay? Should n't they be required to provide monthly statements to everyone? It does not seem fair to force borrowers to effectively pay more, and lose auto-pay, just to have a monthly statement.","date_sent_to_company":"2016-09-29T13:14:17.000Z","issue":"Dealing with my lender or servicer","sub_product":"Non-federal student loan","zip_code":"07801","tags":null,"has_narrative":true,"complaint_id":"2138780","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ACS Education Services","date_received":"2016-09-29T13:14:17.000Z","state":"NJ","company_public_response":null,"sub_issue":"Need information about my balance/terms"},"highlight":{"complaint_what_happened":["There are \" informational '' webpages I can access, which seem to provide a snapshot of the loan at that particular moment, but those webpages do not provide a <em>monthly</em> status report the way a <em>statement</em> does. Nor can I keep records of my ACS <em>statements</em>, as I do with my loans from another servicer. \n\nMy question is : Is it appropriate and legal for ACS to <em>refuse</em> to provide <em>monthly</em> <em>statements</em> to borrowers unless we agree to forego the lower interest rates and auto-pay?"]},"sort":[18.90266,"2138780"]},{"_index":"complaint-public-v1","_id":"5938248","_score":18.413662,"_source":{"product":"Mortgage","complaint_what_happened":"The mortgage company has the incorrect amounts for our taxes for our escrow reconciliation causing our monthly payment to be higher than it should be. They show our county taxes as {$2800.00} when they are actually {$2500.00}. They show our city taxes as {$9200.00} when they are actually {$7900.00}. They show our solid waste as {$2300.00} when it is actually {$560.00}. We have provided all of the documentation showing the correct amounts due in the form of the actual tax assessments and they refuse to update the escrow calculation with the correct amounts until they actually pay the taxes months from now. Part of the incorrect calculation is for a supposed escrow shortage however the statement doesn't actually show where the shortage occurs because that month is missing completely. Our escrow reconciliation statement is missing the month of XX/XX/2022 completely as well as the tax payments for the current year causing the numbers on the statement not to balance. The statement they provided shows an actual escrow balance of {$7900.00} in XX/XX/2022 and skips XXXX completely and picks up with an estimated escrow balance of {$3700.00} in XX/XX/2022 without explaining how you get from one amount to the other. We have requested a full statement with all months and tax payments and they have refused to provide.","date_sent_to_company":"2022-09-02T14:29:06.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30318","tags":null,"has_narrative":true,"complaint_id":"5938248","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BSI Financial Holdings, Inc.","date_received":"2022-09-02T13:39:42.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We have requested a full <em>statement</em> with all months and tax payments and they have <em>refused</em> to provide."]},"sort":[18.413662,"5938248"]},{"_index":"complaint-public-v1","_id":"1875362","_score":18.027365,"_source":{"product":"Mortgage","complaint_what_happened":"I have a mortgage with Seterus. They took it over from XXXX and it is a XXXX mortgage. I am being told that my first payment with XXXX was used to implement the mortgage. Therefore I am behind XXXX payment. When I asked for the statement showing where the money went, they cant or wont produce it. I have all the statements from XXXX and the statements show a normal monthly payment. Seterus tells me to stop asking for this information. I have statements from Seterus that are absolutely inaccurate and ridiculous. I have told them show me where the statement, closing statement, loan origination statement and they refuse to do that. This is now five years old and they are about to foreclose on our home. I have written them and explained to them, just show me the statement and I will immediately send the missing payment and all the late fees that have originated in the last five years. I have never been foreclosed on and have not missed any payments. There most likely will be a court hearing and at that hearing I will present my letters asking for this XXXX item from Seterus. I even sent them a bank statement showing all my payments. Not XXXX is missing.","date_sent_to_company":"2016-04-12T18:34:58.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional adjustable mortgage (ARM)","zip_code":"32707","tags":"Older American","has_narrative":true,"complaint_id":"1875362","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Seterus, Inc.","date_received":"2016-04-12T18:34:57.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["When I asked for the <em>statement</em> showing where the money went, they cant or wont produce it. I have all the <em>statements</em> from XXXX and the <em>statements</em> show a normal <em>monthly</em> payment. Seterus tells me to stop asking for this information. I have <em>statements</em> from Seterus that are absolutely inaccurate and ridiculous. I have told them show me where the <em>statement</em>, closing <em>statement</em>, loan origination <em>statement</em> and they <em>refuse</em> to do that."]},"sort":[18.027365,"1875362"]},{"_index":"complaint-public-v1","_id":"2044212","_score":18.000124,"_source":{"product":"Mortgage","complaint_what_happened":"Seterus continues to refuse to provide paper monthly statements mailed to my household, which was agreed upon over 14 months ago and after numerous complaints still agreed to the statements mailed monthly to my household. Seterus again has removed all account information and previous history on my account online. Seterus also eliminated and prevented digital monthly statements online. These issues never have been resolved no longer that a month or so then back too varying degrees of missing account information, no online or mailed statements received. I have no ability to have a history of account activity, nothing stated on account online how much my payment is or due date. These reoccurring issues have been going on over 4 years now.. I contacted Seterus on XXXX and was put on hold again XXXX XXXX stated a work order was generated and I will receive statements next month. Same action every time but no solution ever. I am certain 100 % that next month nothing will be corrected and Seterus will take 6 months to correct this after responding to this complaint, and after the correction the following month the problems will be back ... ..LOOK AT PREVIOUS COMPLAINTS ... ... ... .HELP ME.","date_sent_to_company":"2016-08-03T18:16:18.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"481XX","tags":null,"has_narrative":true,"complaint_id":"2044212","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Seterus, Inc.","date_received":"2016-08-03T18:16:17.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Seterus continues to <em>refuse</em> to provide paper <em>monthly</em> <em>statements</em> mailed to my household, which was agreed upon over 14 months ago and after numerous complaints still agreed to the <em>statements</em> mailed <em>monthly</em> to my household. Seterus again has removed all account information and previous history on my account online. Seterus also eliminated and prevented digital <em>monthly</em> <em>statements</em> online."]},"sort":[18.000124,"2044212"]},{"_index":"complaint-public-v1","_id":"6720396","_score":17.65938,"_source":{"product":"Mortgage","complaint_what_happened":"I received an Escrow summery from Freedom Mortgage Company on XX/XX/XXXX showing they were increasing my monthly mortgage payment due to insufficient funds in my escrow account. They were stating I was short {$1900.00} and will be increasing my mortgage payments an addition {$300.00} a month starting XX/XX/XXXX. I reviewed all my statements and the summaries they provided and found there should be {$660.00} surplus. I have contact them twice now trying to get this resolved but they refuse to review this error. I have created a spreadsheet showing what was reported each month on my monthly statements and what they reported on their yearly summery reports. There are 2 months every year since XXXX no funds were entering my escrow account. Every month I receive a bill statement showing a specific amount going to the escrow account to include the missing months on their summery. I would request an immediate review of this account and an official letter of apology once they correct these funds.","date_sent_to_company":"2023-03-20T20:23:28.000Z","issue":"Struggling to pay mortgage","sub_product":"Other type of mortgage","zip_code":"254XX","tags":"Servicemember","has_narrative":true,"complaint_id":"6720396","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2023-03-20T20:02:51.000Z","state":"WV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have contact them twice now trying to get this resolved but they <em>refuse</em> to review this error. I have created a spreadsheet showing what was reported each month on my <em>monthly</em> <em>statements</em> and what they reported on their yearly summery reports. There are 2 months every year since XXXX no funds were entering my escrow account. Every month I receive a bill <em>statement</em> showing a specific amount going to the escrow account to include the <em>missing</em> months on their summery."]},"sort":[17.65938,"6720396"]},{"_index":"complaint-public-v1","_id":"21910374","_score":17.119068,"_source":{"product":"Debt collection","complaint_what_happened":"I am filing this complaint against Portfolio Recovery Associates , LLC regarding the XXXX account ending in XXXX. \n\nPRA claims it verified this account and purchased it from XXXX on or about XX/XX/year>, but PRA has not provided complete documentation proving ownership, assignment, or the accuracy of the balance being reported. PRAs response only states that the account was verified. It does not include the actual documents needed to resolve the dispute. \n\nThe validation packet previously provided is incomplete. It shows a prior XXXX statement balance of {$1200.00}, but PRA is reporting and attempting to collect {$1500.00}. PRA has not provided the missing monthly statements, charge-off statement, payment history, interest and fee breakdown, or itemized ledger showing how the balance increased by {$350.00}.\n\nPRA also has not provided the actual bill of sale, purchase agreement, assignment schedule, or account-level transfer record proving this specific account was legally sold or assigned to PRA. A general statement that PRA purchased the account is not enough to prove ownership or authority to report this account to the credit bureaus.\n\nPRA also stated it will not conduct another investigation because it believes the dispute is substantially the same. However, the reason the dispute remains open is because PRA still has not provided the specific documents requested. Refusing to reinvestigate without addressing missing documentation does not resolve the dispute.","date_sent_to_company":"2026-05-05T21:53:10.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"90505","tags":null,"has_narrative":true,"complaint_id":"21910374","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Portfolio Recovery Associates, LLC","date_received":"2026-05-05T21:50:06.000Z","state":"CA","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["It shows a prior XXXX <em>statement</em> balance of {$1200.00}, but PRA is reporting and attempting to collect {$1500.00}. PRA has not provided the <em>missing</em> <em>monthly</em> <em>statements</em>, charge-off <em>statement</em>, payment history, interest and fee breakdown, or itemized ledger showing how the balance increased by {$350.00}.\n\nPRA also has not provided the actual bill of sale, purchase agreement, assignment schedule, or account-level transfer record proving this specific account was legally sold or assigned to PRA."]},"sort":[17.119068,"21910374"]},{"_index":"complaint-public-v1","_id":"3539565","_score":16.507786,"_source":{"product":"Mortgage","complaint_what_happened":"in XX/XX/XXXX I paid to cardinals financial theamount of {$5500.00} due to payments missing. After that month I been paying the monthly payments. On XX/XX/XXXX I was notified that my loan again was in process for foreclouse. I contact their deparment and i was informed that my loan only was missing XX/XX/XXXXand XX/XX/XXXX payment. I contacted their law fim XXXX XXXX XXXX and they send me reinstament quote for the amount of {$9100.00} per their statement I am behing 666  payments which does not make sense. Their refuse to give me a history of payment starting from XX/XX/XXXX to now to see how and what payments are missing. I was told by this law firm that I have to pay this, but why if I dont own them this amount. the loan # XXXX with Cardinals fiancial ( XXXX ). their aw firm is XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX XXXX XXXX XXXX XXXX | XXXX, XXXX  XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. \nXXXX XXXX XXXX, GA XXXX Fax : XXXX XXXX XXXX","date_sent_to_company":"2020-02-24T18:43:08.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"85396","tags":null,"has_narrative":true,"complaint_id":"3539565","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP","date_received":"2020-02-21T17:06:46.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I contacted their law fim XXXX XXXX XXXX and they send me reinstament quote for the amount of {$9100.00} per their <em>statement</em> I am behing 666  payments which does not make sense. Their <em>refuse</em> to give me a history of payment starting from XX/XX/XXXX to now to see how and what payments are <em>missing</em>."]},"sort":[16.507786,"3539565"]},{"_index":"complaint-public-v1","_id":"22683882","_score":16.176813,"_source":{"product":"Credit card","complaint_what_happened":"I am requesting a review of improper interest charges, payment allocation, missing disclosures, and lack of account transparency on my Citi Best Buy credit card. I am willing to pay for the items I purchased, but I am requesting that Citi remove the interest charges. I am not trying to get anything for free. I simply want to pay for what I bought without interest that resulted from miscommunication, missing statements, and payment allocation issues outside my control. \n\nI opened this Best Buy Citi card around XXXX. At the time of purchase, the Best Buy salesperson told me that once the interestfree promotion ended, I would only pay interest on the remaining balance, not the full purchase amount. This was incorrect. I was never told the promotion end date, and I never received monthly statements in the mail. Best Buy/Citi told me they didnt know I wasnt receiving statements because nothing was returned to sender. \n\nBecause I never received statements, I had no way to know the promotion deadline, the balance, or how my payments were being applied. I also can not see my complete payment or purchase history on the Citi account page. I can not verify when the account was closed or when my last purchase was ( I believe the last purchase was in XXXX ). Without full statements or transaction history, I can not verify how Citi calculated the promotional balance, interest charges, or payment allocation. \n\nI have been making payments on this account for approximately six years, including consistent monthly payments of {$200.00} and occasional larger payments. Despite this, my overall account balance has fluctuated between approximately {$3800.00} and {$5000.00} for years and has never meaningfully decreased. This indicates that my payments were not being applied to the principal balance or promotional purchase. \n\nMy monthly payment is {$200.00}, but Citi applies {$160.00} to the minimum payment ( mostly interest ) and only {$35.00} to the highest APR balance. None of my payments were applied to the promotional purchase. I was never told that I needed to call Citi to direct payments to the promotional balance. Customer service only told me this recently.\n\nThe promotional balance amounts I listed earlier were only the remaining amounts from the original promotional purchase at the time the promotion ended. These amounts fluctuated in ways that do not make sense, even accounting for a few additional purchases. For example, the promotional balance was {$210.00} in XX/XX/XXXX, {$280.00} in XX/XX/XXXX, {$120.00} in XX/XX/XXXX, and {$400.00} in XX/XX/XXXX. Promotional balances should not go up and down like this. This suggests improper payment allocation or billing errors. \n\nI have not used the card in years, and the account was closed years ago, yet in XX/XX/XXXX I was charged {$1300.00} in interest. I do not understand how this interest was calculated, especially on a closed account with no new purchases. \n\nI contacted customer service, supervisors, escalations, hardship, collections, and collections escalations. Every department refused to review or adjust the interest charges, refused to offer a payment plan, and refused to provide a full account history. I was told the time has expired and that I should contact a government report agency, which I now understand is the CFPB. \n\nI am simply asking for fairness. I want to pay for the items I purchased, but I am requesting that Citi remove the interest charges that resulted from misrepresentation, missing statements, lack of access to my account history, improper payment allocation, and retroactive interest on a closed account. I am requesting a full review and correction of the account.","date_sent_to_company":"2026-05-29T00:55:32.000Z","issue":"Fees or interest","sub_product":"Store credit card","zip_code":"96815","tags":null,"has_narrative":true,"complaint_id":"22683882","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-05-29T00:24:37.000Z","state":"HI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["I was never told the promotion end date, and I never received <em>monthly</em> <em>statements</em> in the mail. Best Buy/Citi told me they didnt know I wasnt receiving <em>statements</em> because nothing was returned to sender. \n\nBecause I never received <em>statements</em>, I had no way to know the promotion deadline, the balance, or how my payments were being applied. I also can not see my complete payment or purchase history on the Citi account page."]},"sort":[16.176813,"22683882"]},{"_index":"complaint-public-v1","_id":"10410871","_score":15.778522,"_source":{"product":"Mortgage","complaint_what_happened":"Since Fay Servicing took over as our servicer in XXXX, they have charged us Inspection Fees, Other Fees and Charges, and Recoverable Corporate Advancement Fees. Every single month. Sometimes totaling up to {$5000.00}. I have statements since XXXX XXXX. \nOur First Modification in XXXX took 3 times. each time missing paperwork. Never complete. Each time as new agreement with higher mortgage payments and Notice of Trustee Sales put on our Door. While Modification was still in process.\n\nWhen modification agreement was completed, they put the outstanding payments behind the loan but also charged us as late payments each month. Using our monthly mortgage payments as a partial payment and applying nothing to our mortgage. When asked why they never would respond and suddenly we were in foreclosure for not making mortgage payments even though we were. We obtained a lawyer got out of foreclosure, did a modification they had refused to accept from me by myself, and were past our trial period. Then the same thing happened again. Suddenly the agreement was not final. We were missing a page. The modification payment got raised. Our house is in foreclosure. \nAll the while since XXXX, the continues fees and partial payments they charged, have added up tremendously. I have my bank statements and Fay Servicing Payment history and they do not match.","date_sent_to_company":"2024-10-10T20:30:34.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"95776","tags":null,"has_narrative":true,"complaint_id":"10410871","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2024-10-10T19:34:18.000Z","state":"CA","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":["Using our <em>monthly</em> mortgage payments as a partial payment and applying nothing to our mortgage. When asked why they never would respond and suddenly we were in foreclosure for not making mortgage payments even though we were. We obtained a lawyer got out of foreclosure, did a modification they had <em>refused</em> to accept from me by myself, and were past our trial period. Then the same thing happened again. Suddenly the agreement was not final. We were <em>missing</em> a page."]},"sort":[15.778522,"10410871"]},{"_index":"complaint-public-v1","_id":"3849973","_score":15.774022,"_source":{"product":"Debt collection","complaint_what_happened":"My XXXX XXXX credit card account, originally at XXXX XXXX XXXX, had missing statements ; address was being changed without notifying me, the cardholder. Amazing amounts of charges appeared & my requests for information as to what/when purchases were made, etc., were ignored. I ordered the account closed in XXXX & about $ XXXX in new charges suddenly appeared. Several monthly statements were still missing & I kept paying for the items I knew about, based on my records at that time. The bank & the account were bought by XXXX and the problem continued. There were several harassing phone calls each day, but I finally finished paying what I had owed, in XXXX. XXXX still refused to let me see what the fraudulent charges were for, and tried to sue me, until the alleged debt case was dismissed in XXXX Civil Court in XXXX. Several times since, different people have contacted me to claim I somehow owed them $ XXXX for this long-closed account. Now this XXXX Solutions company keeps having collectors try to intimidate me into paying what I can not owe. The XXXX demand form letter was delivered to an address I have never been associated with, and was recently forwarded to me by a concerned resident from the location it was delivered to. This looks like a criminal action on XXXX 's part.","date_sent_to_company":"2020-09-22T19:37:25.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"232XX","tags":null,"has_narrative":true,"complaint_id":"3849973","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"USI Solutions Inc.","date_received":"2020-09-16T01:13:44.000Z","state":"VA","company_public_response":null,"sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["My XXXX XXXX credit card account, originally at XXXX XXXX XXXX, had <em>missing</em> <em>statements</em> ; address was being changed without notifying me, the cardholder. Amazing amounts of charges appeared & my requests for information as to what/when purchases were made, etc., were ignored. I ordered the account closed in XXXX & about $ XXXX in new charges suddenly appeared. Several <em>monthly</em> <em>statements</em> were still <em>missing</em> & I kept paying for the items I knew about, based on my records at that time."]},"sort":[15.774022,"3849973"]},{"_index":"complaint-public-v1","_id":"21189339","_score":15.739738,"_source":{"product":"Student loan","complaint_what_happened":"We made monthly payment to Mohela for {$250.00} every month On XX/XX/XXXX, we got a late payment notification that flagged me. I immediate called because we had made monthly. I realized that they were not showing our payments from XX/XX/XXXXXXXX  to XX/XX/XXXX. ( XXXX payments made and cashed but not showing up by Mohela ) The Approximate missing payments totaling {$3000.00} XX/XX/XXXXXXXX  I called about our missed payments XX/XX/XXXX : I Uploaded bank statements evidence with payment proof and details XX/XX/XXXX XXXX call to Mohela I Filed research investigation I was given a Verbal Forbearance by administrative dept 120 days- 4 months Forbearance Ending XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX * I told them I would not make another payment until my year of lost payments were credited to my account. \n\nXX/XX/XXXXXXXX   Called Mohela for update- On research investigation Still Missing monthly payments from XXXXXXXX  until XXXXXXXX  for monthly amounts of {$240.00} or XXXX  She said ongoing investigation I sent evidence from my bank - XXXX  copy of payments submitted to Mohela XX/XX/XXXXXXXX  Talked to XXXX ( a specialist ) ( On phone an hour ) Acct still in same situation I submitted the acct number XXXX  had which was Mohela to him. \n\n* As of XX/XX/XXXX investigation is still in process and says forbearance ended so payment due XXXXXXXXI said I would not make a payment until my year of missing payments were found & credit report was fixed. \nWe did another forbearance. \n* He said to send money to Mohela NEW acct number which I refused because they were still not showing my XXXX of payments I made. \n\nI told them I would not make another payment until my lost payments for over a year were found. \n\nHe put an expedite on investigation and I should hear back within 10 days. \nIf not solved request another forbearance to stall payment before XX/XX/XXXX. \nOnce again, I had NO RESPONSE at all form Mohela XX/XX/XXXXXXXX  Called AGAIN- after I got an email saying I was late on payment. \nOn phone 1 hr 13 min She said she needed a copy of bank statements to prove payment went through.\n\nI agreed to do so AGAIN and call back in week or 2 ... if needed we will do another forbearance.\n\nI then Uploaded all highlighted bank statements from XX/XX/XXXXXXXX  to XXXX. \n\nXX/XX/XXXX Called Mohela for update Missing payments XXXX XXXX XX/XX/XXXX She can see where I uploaded statements Request 2 more months in forbearance- ( Available-30 more months of forbearance ) She stated as of XXXX next payment due XXXX XXXX I Re-uploaded Mohela bank history and bank statements where payments cleared. I highlighted payments. \n\nCalled XX/XX/XXXX To check status of missing payments. \nSpoke to XXXX. ( A supervisor ) Gave Mohela account XXXX sent payment to -Mohela XXXX XXXX XXXX for her to look into. \nPayments of XXXX for 1 year missing after 30 min call w XXXX Transfer to supervisor and I was told a supervisor would call me back XXXX called back, a supervisor So she says my account number is a number that was 1 digit off from the account number we had made payments to for the last 7 years. All of a sudden I supposedly had a new account number. \nOnce again, I told them I would not make any payments to Mohela until my year of paid payments were found. \n\nIn addition, I called my bank- XXXX  - for detailed evidence. \nBank Statements with all my information and Mohela 's information to prove payments I uploaded the evidence again. \n\nXX/XX/XXXXXXXX  Received notification that my payment was past due. I was not notified of payment investigation update. Got online and noticed letter on XX/XX/XXXXXXXX  that they were investigating. \nFirst response since I uploaded every payment again- on XX/XX/XXXX","date_sent_to_company":"2026-04-13T16:17:58.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"30125","tags":null,"has_narrative":true,"complaint_id":"21189339","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"MOHELA","date_received":"2026-04-13T15:33:01.000Z","state":"GA","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["XX/XX/XXXX Called Mohela for update <em>Missing</em> payments XXXX XXXX XX/XX/XXXX She can see where I uploaded <em>statements</em> Request 2 more months in forbearance- ( Available-30 more months of forbearance ) She stated as of XXXX next payment due XXXX XXXX I Re-uploaded Mohela bank history and bank <em>statements</em> where payments cleared. I highlighted payments. \n\nCalled XX/XX/XXXX To check status of <em>missing</em> payments."]},"sort":[15.739738,"21189339"]},{"_index":"complaint-public-v1","_id":"4026568","_score":15.71168,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My ex-wife and I had a co-signed credit card account with USAA. My ex-wife filed for chapter XXXX bankruptcy and the account was included in her bankruptcy. I was not a party to the bankruptcy and it should not affect my credit report. USAA stopped my automatic monthly payments without notice to me and deleted the account from their website so I was unable to view any status. Upon my noticing the account was missing from my view on their website, I called them and their customer service representatives were unable to process a payment via phone. It took XXXX hours over a series of phone calls before it was determined how it was possible for me to make payments. I have continued making payments monthly. USAA refuses to send me monthly statements and I have to call their bankruptcy department via phone to make sure my payments are received. The balance is now lower but USAA is reporting this account to the credit reporting agencies as a serious delinquency/missed payments with past due amount of the original balance that was included in my ex-spouse 's bankruptcy filing. I have disputed this status with all three credit reporting agencies, but USAA response is that the account is accurately reported. The bankruptcy department representatives that I have spoken with via phone say they can not help me and that I should pay for a lawyer to pursue this with USAA.","date_sent_to_company":"2020-12-22T15:22:00.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"165XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4026568","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2020-12-22T14:59:45.000Z","state":"PA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["USAA <em>refuses</em> to send me <em>monthly</em> <em>statements</em> and I have to call their bankruptcy department via phone to make sure my payments are received. The balance is now lower but USAA is reporting this account to the credit reporting agencies as a serious delinquency/missed payments with past due amount of the original balance that was included in my ex-spouse 's bankruptcy filing."]},"sort":[15.71168,"4026568"]},{"_index":"complaint-public-v1","_id":"3316154","_score":15.633654,"_source":{"product":"Mortgage","complaint_what_happened":"1. Problems obtaining loan modification, paperwork was always missing on their end. This occurred for 2 years before we had to finally file bankruptcy to avoid 2 foreclosure sales on our home. Countless faxing of information they said never was received. \n2. We've had a loan modification for almost 2 years now and have never received our payment book. \n3. We have never received our monthly or periodic statement the entire time. We were informed we had to sign paperwork to receive our statements. \n4. Our loan amount went from owing XXXX to a loan mod of nearly 750,000 due to lawyers fees, late charges, penalties and missed payments. \n5. Servicer refused to take payments from us when we became behind in mortgage in the year XX/XX/XXXX, thus adding the new owed amount. \n6. Servicer refuses to help us make late payments because we're in a bankruptcy. \n7. month and a half ago we asked for statement and they refused, we told them they wont get paid until we receive our statement, still haven't received a statement. \n8. Was told on XX/XX/XXXX they had our automatic stay lifted and was signed by a judge. we and our bankruptcy attorney have no knowledge of this and were never notified. \n9. Our servicer foreclosed on our home twice, never by our note holder. \n10. Payments have been misplaced for weeks by servicer or lost. We call 3-4 days a week and are told something different every time. \n11. I'm now on anxiety medication due to constant stress and fear of foreclosure. All we want is to save our home, servicer refuses to help. \n12. Just want to save home and figure out why we went from owing XXXX to over 700,000 because servicer refused to take our payments.","date_sent_to_company":"2019-07-23T22:13:05.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"20886","tags":null,"has_narrative":true,"complaint_id":"3316154","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2019-07-23T21:35:10.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Problems obtaining loan modification, paperwork was always <em>missing</em> on their end. This occurred for 2 years before we had to finally file bankruptcy to avoid 2 foreclosure sales on our home. Countless faxing of information they said never was received. \n2. We've had a loan modification for almost 2 years now and have never received our payment book. \n3. We have never received our <em>monthly</em> or periodic <em>statement</em> the entire time."]},"sort":[15.633654,"3316154"]},{"_index":"complaint-public-v1","_id":"2720837","_score":15.614468,"_source":{"product":"Mortgage","complaint_what_happened":"American Financial took two payments from us during transfer of mortgage to XXXX. They sent one payment to the new mortgage but not the second. We have tried numerous times to resolve this between both companies. Sending bank statements of payments, email confirmations of payments with no resolve. Numerous hrs on the phone explaining this story to several people and our money is still missing.payments made to American Financial on XX/XX/XXXX and XX/XX/XXXX. First payment finally transferred to XXXX on XX/XX/XXXX. Second payment American Financial admitted to sending back to themselves instead of sending to XXXX. They refuse to solve this matter and both companies are not communicating with each other. Our money is gone from our account and had not been applied to our account for monthly payment of mortgage. American Financial should never have taken our payment if they transferred us without proper notification.","date_sent_to_company":"2017-11-04T20:10:11.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"857XX","tags":null,"has_narrative":true,"complaint_id":"2720837","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"American Financial Resources, Inc.","date_received":"2017-11-04T19:22:19.000Z","state":"AZ","company_public_response":"Company believes complaint is the result of an isolated error","sub_issue":null},"highlight":{"complaint_what_happened":["Sending bank <em>statements</em> of payments, email confirmations of payments with no resolve. Numerous hrs on the phone explaining this story to several people and our money is still <em>missing</em>.payments made to American Financial on XX/XX/XXXX and XX/XX/XXXX. First payment finally transferred to XXXX on XX/XX/XXXX. Second payment American Financial admitted to sending back to themselves instead of sending to XXXX. They <em>refuse</em> to solve this matter and both companies are not communicating with each other."]},"sort":[15.614468,"2720837"]},{"_index":"complaint-public-v1","_id":"10158445","_score":15.614468,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I previously filed a complaint about missing information in my Experian Credit Report. Their assessment of my credit says it is average to poor as I have no mortgage loan or recurring auto loan or debt. I repeatedly provided \" Boost '' access to my bank which has had my mortgage since XXXX of XXXX ( never late ) but they refuse to add that mortgage to my information. The same bank account pays my monthly auto lease, yet Experian still says I have no auto payment even though they do show the credit inquiry when the lease was granted! \nI have attached a bank statement, with bank names and account numbers redacted, for XX/XX/XXXX showing payments of each of these recurring accounts. \nI am very disappointed in the quality of their reporting that repeatedly removes me from more favorable credit terms!","date_sent_to_company":"2024-09-18T21:12:11.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"85255","tags":"Older American","has_narrative":true,"complaint_id":"10158445","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-09-18T20:34:45.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information is missing that should be on the report"},"highlight":{"complaint_what_happened":["I previously filed a complaint about <em>missing</em> information in my Experian Credit Report. Their assessment of my credit says it is average to poor as I have no mortgage loan or recurring auto loan or debt. I repeatedly provided \" Boost '' access to my bank which has had my mortgage since XXXX of XXXX ( never late ) but they <em>refuse</em> to add that mortgage to my information."],"sub_issue":["Information is <em>missing</em> that should be on the report"]},"sort":[15.614468,"10158445"]},{"_index":"complaint-public-v1","_id":"2290646","_score":15.460209,"_source":{"product":"Mortgage","complaint_what_happened":"Loan # XXXX Property : XXXX XXXX XXXX XXXX, XXXX XXXX, WA XXXX This is an addition to Complaint/Case # XXXX despite repeated payment of my Mortgage due on XX/XX/XXXX, Nationstar Mortgage returned the payment without any reason. First off, I have been hospitalized since XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX. Consequently, I am not in the US. I am in XXXX. The address of my family is the following : XXXX. XXXX, XXXX XXXX, XXXX Tel : XXXX XXXX XXXX. \nNow, Nationstar Mortgage has absolutely no reason to refuse the monthly payment. I am XXXX Veteran. My ONLY source of income is my VA XXXX and an allowance from the Social Security Administration. \nI became eligible and approved for a Permanent HAMP-Making Home Affordable Program. Consequently, the amount due/Mortgage Payment is PERMANENT for a period of six years, providing that I do not miss any payments. This is exactly what Nationstar Mortgage is trying to achieve, by refusing the monthly payment Nationstar Mortgage has made repeated attempts claiming that I have missed payments, because this will automatically cause me to lose this Permanent HAMP Program. However, the XXXX immediately sent Nationstar Mortgage Bank Statements clearly indicating that absolutely no monthly payment was missing. All payments are automatically sent on a recurring basis. Nationstar continued their extremely aggressive campaign of calling my house several times during the day and night-repeatedly, non-stop with claims of missed payment. In XX/XX/XXXX, I received an email and phone calls that my house was broken into. XXXX, I flew home. However, I XXXX had to be rushed back to the hospital. Once more, I have a permanent HAMP Loan. Nationstar Mortgage can not increase the Loan or refuse Payment. XXXX, and XXXX willing, I am hoping to be back in the US in XX/XX/XXXX/XX/XX/2017. Nationstar Mortgage has a history of repeatedly trying to force Foreclosure Proceedings, claiming that monthly payments were missing. This is the fourth time that I have filed a grievance or complaint, and they simply ignore the complaint, and after a while, they start the harassment all over again. I am XXXX Veteran, XXXX years old, very sick and unemployable. I can not afford an Attorney. Please, please help me to end this terribly nightmare. You must insist that they reply to this complaint. They have failed to reply to all of the other complaints made. This XXXX has caused serious setbacks, XXXX. If this keeps up, it will eventually XXXX. Please, XXXX help me.","date_sent_to_company":"2017-01-16T14:44:38.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Other mortgage","zip_code":"98023","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2290646","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2017-01-16T14:44:38.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is exactly what Nationstar Mortgage is trying to achieve, by <em>refusing</em> the <em>monthly</em> payment Nationstar Mortgage has made repeated attempts claiming that I have missed payments, because this will automatically cause me to lose this Permanent HAMP Program. However, the XXXX immediately sent Nationstar Mortgage Bank <em>Statements</em> clearly indicating that absolutely no <em>monthly</em> payment was <em>missing</em>. All payments are automatically sent on a recurring basis."]},"sort":[15.460209,"2290646"]},{"_index":"complaint-public-v1","_id":"1602660","_score":15.4135275,"_source":{"product":"Mortgage","complaint_what_happened":"My wife and I filed and received a chapter XXXX bankruptcy in XXXX XXXX. We continued to pay Specialized Loan Servicing outside of the bankruptcy, however they refused to send monthly statements and they removed my ability to see my account on-line. In XXXX XXXX, we apparently failed to make the monthly payment, a complete oversight on our behalf. SLS then began showing that we were 30 days late, we were completely unaware, and they continued this until the discharge of the bankruptcy. They also, during this entire time, reported to the credit bureaus that we were paying on time, again making us believe everything was OK. Then suddenly when the discharge took place in XXXX XXXX, they updated all the credit bureaus to reflect that we had been 30 days late every month XXXX 48 months XXXX. We should have been shown 30 days late XXXX time in XXXX of XXXX ... XXXX time, but instead they decided to punish us and show us late for four years. In my opinion this was a willful act to blemish our credit and reputation. When we were notified of the oversight ( missing payment ) we made it good, along with fees, but this was not good enough for SLS. To me it is an unfair practice to not supply a statement to a customer and not allow them access to their account, but then you want to smear their credit when you do not receive a payment.","date_sent_to_company":"2015-10-12T18:21:32.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Home equity loan or line of credit","zip_code":"410XX","tags":null,"has_narrative":true,"complaint_id":"1602660","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2015-10-12T18:21:30.000Z","state":"KY","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["We continued to pay Specialized Loan Servicing outside of the bankruptcy, however they <em>refused</em> to send <em>monthly</em> <em>statements</em> and they removed my ability to see my account on-line. In XXXX XXXX, we apparently failed to make the <em>monthly</em> payment, a complete oversight on our behalf. SLS then began showing that we were 30 days late, we were completely unaware, and they continued this until the discharge of the bankruptcy."]},"sort":[15.4135275,"1602660"]},{"_index":"complaint-public-v1","_id":"4745834","_score":15.363913,"_source":{"product":"Mortgage","complaint_what_happened":"I am writing this letter in hope of recovering a missing mortgage payment I have made to Wells Fargo on XX/XX/2021 through my checking account aXXXX XXXX  XXXX XXXX On XX/XX/2021. I have always made my regular monthly Mortgage payment to Wells Fargo, yet they claim I am one month behind. \nProblem : When contacted to inquire about the missing payment, Wells Fargo claims, my XX/XX/XXXX payment was returned to my checking account at XXXX XXXX XXXX on XX/XX/XXXX as Revoked, and no further explanation was provided to why. According to my checking statement, no payments were returned by Wells Fargo. When contacted XXXX  XXXX XXXX about the returned payment, XXXX XXXX have denied ever receiving a returned payment. ( Please see the evidence ) Please note, prior to my XX/XX/2021 mortgage payment, my checking account at XXXX XXXX XXXX had more than enough money to cover the mortgage payment. \nAs of today, Wells Fargo has closed all my claims against the missing mortgage payment, and informed me I am currently one month behind on my mortgage payment due to a revoked payment on XX/XX/XXXX. Also, XXXX  XXXX XXXX refused to open a new case to find the missing payment. \nI have all the evidence to prove that I have paid all of my mortgage payments since the mortgage was created. At this point, either the XXXX XXXX XXXX or Wells Fargo are holding one mortgage payment in the amount of {$3400.00} and not returning to me. \nPlease help! \nXXXX XXXX","date_sent_to_company":"2021-09-22T19:44:59.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"070XX","tags":"Older American","has_narrative":true,"complaint_id":"4745834","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-09-22T19:06:40.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I am writing this letter in hope of recovering a <em>missing</em> mortgage payment I have made to Wells Fargo on XX/XX/2021 through my checking account aXXXX XXXX  XXXX XXXX On XX/XX/2021. I have always made my regular <em>monthly</em> Mortgage payment to Wells Fargo, yet they claim I am one month behind."]},"sort":[15.363913,"4745834"]},{"_index":"complaint-public-v1","_id":"12166278","_score":15.242559,"_source":{"product":"Credit card","complaint_what_happened":"In XXXX of 2024 there was approximately {$7000.00} worth of fraudulent charges on my Citibank Mastercard account. \nAfter investigation with their Citibank 's Fraud Department, it was determined to have been the result of a security breech in their system with a fraudulent XXXX account. I was subsequently refunded the complete amount due this security breech. due to these bogus charges. \nI contacted Citibank XXXX XXXX again, requesting refund of missing XXXX Points and they denied and gave me phone number to XXXX, when I called XXXX they have no record of these charges. ( Again, these where fraudulent XXXX charges as previously confirmed when I was refunded for bogus {$7000.00} XXXX charges. ) However, during the same time period there was XXXX \" ThankYou Points '' equal to {$840.00} deducted from my account, also issued to XXXX that they refuse to refund. \nCitibank does not offer monthly statements to continuously monitor XXXX XXXX  at all..","date_sent_to_company":"2025-02-21T20:19:31.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"124XX","tags":"Older American","has_narrative":true,"complaint_id":"12166278","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-02-21T19:25:17.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["Citibank does not offer <em>monthly</em> <em>statements</em> to continuously monitor XXXX XXXX  at all.."]},"sort":[15.242559,"12166278"]},{"_index":"complaint-public-v1","_id":"2218479","_score":15.203184,"_source":{"product":"Mortgage","complaint_what_happened":"Servicing of my mortgage was assigned to a temporary servicer pending completion of the paperwork for the investor to acquire it. The investor took possession and assigned their servicer before the first payment was due, but the temporary servicer continues to send monthly statements, late statements, and collection letters despite several hours spent on the phone with their collections and customer service groups, and a formal inquiry to their research department. I have made all required payments to the investor, but the temporary servicer refuses to contact the investor who owns it, and has spent 30+ days without contacting the originator. \n\nI have also been informed by the temporary servicer that it is my responsibility to acquire the documents they are missing ( including servicing transfer notices ), provide them contact information at both the investor and originator, and fax them documents regarding the transfer of my mortgage. Even after providing them with the name and phone number of the secondary market contact at the originator, they told me it would be 15-20 additional days at a minimum before I should expect them to attempt to resolve this, even though they are sending notices attempting to collect 2 months of payments and I submitted a formal inquiry a month ago to have this resolved.","date_sent_to_company":"2016-11-22T03:54:47.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"60647","tags":null,"has_narrative":true,"complaint_id":"2218479","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2016-11-22T03:54:46.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The investor took possession and assigned their servicer before the first payment was due, but the temporary servicer continues to send <em>monthly</em> <em>statements</em>, late <em>statements</em>, and collection letters despite several hours spent on the phone with their collections and customer service groups, and a formal inquiry to their research department."]},"sort":[15.203184,"2218479"]},{"_index":"complaint-public-v1","_id":"2399595","_score":15.108421,"_source":{"product":"Student loan","complaint_what_happened":"For the past month I have tried applying for an income-driven repayment plan. I have met all the requirements and completed all requests necessary for this repayment plan as required by Nelnet. \nWhen I first applied, I was told to submit a self-certification letter stating the name of XXXX agencies I do work for, pay frequency, hourly pay, and to state in the letter that taxes are not taken from my paychecks as a XXXX. I submitted the self-certification letter with all that information and a few days later they sent me an email saying that I needed to resubmit the letter because pay frequency was missing, which was not. I called them and they told me to write the letter again but to include a statement saying that taxes are not taken from my paychecks ( that is not what the email said ). I wrote the letter again and today I got the exact same email again, saying that my self-certification letter is missing pay frequency, so they 're asking me to rewrite the letter and include that information, which I already did in the previous two letters. I called Nelnet and they told me that this time I need to include a sentence that says that I get paid once a month ( as opposed to every three weeks, which is what I wrote in my previous two letters ) and to exclude the sentence that says that taxes are not taken from my paychecks. First of all, the email they sent me is requesting something completely different from what they told me on the phone. Second of all, now they are asking me to NOT include the statement about my taxes when previously they denied my letter precisely because the letter did NOT include such a statement. The people at Nelnet are just simply refusing to accept my letter and process my request. This is discrimination. I kindly request that you help me resolve this discrimination issue. This act of discrimination is not only wrong in itself but it is also affecting my account because it is already showing as past due since my first monthly payment is now due and because they have refused to process my repayment plan request it will give me bad credit history.","date_sent_to_company":"2017-03-23T03:37:18.000Z","issue":"Can't repay my loan","sub_product":"Federal student loan servicing","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2399595","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2017-03-23T03:37:17.000Z","state":"CA","company_public_response":null,"sub_issue":"Can't temporarily postpone payments"},"highlight":{"complaint_what_happened":["This act of discrimination is not only wrong in itself but it is also affecting my account because it is already showing as past due since my first <em>monthly</em> payment is now due and because they have <em>refused</em> to process my repayment plan request it will give me bad credit history."]},"sort":[15.108421,"2399595"]},{"_index":"complaint-public-v1","_id":"18167187","_score":15.002352,"_source":{"product":"Credit card","complaint_what_happened":"I applied for an American Express \" Bread Cashback '' credit card from Comenity Capital Bank, last XXXX, at which time I requested MAILED monthly statements. \nI used the card for a short period in XXXX and XX/XX/year> ( possibly XXXX ). \n\nI applied to get my monthly statements via XXXX, and received only the XX/XX/year> statement, which I paid in full. \nI did not receive an XXXX statement, or any further statement until XXXX XX/XX/year>, when a statement arrived claiming ; XXXX My account was suspended for lack of payment ; XXXX My card had been charged fees of {$160.00} in XXXX. \nXXXX My account had been charged interest of {$12.00} I immediately called the BreadFinancial phone line [ XXXX ] and was told charges were made on this card -- - which I had not used after XXXX -- - XXXX at least for {$760.00} in XXXX along with other charges. \nWhen I told the customer rep that I suspected fraud, she transferred me to \" XXXX '', who told be that his records showed all my statements had been mailed to my address. He further volunteered that he knew of other cases of fraud and intercepted mailings via the the XXXX XXXX. I requested he mail me the months of missing statement so I could dispute the charges, fees, and penalties. HE REFUSED. \nHe stated I had to log in to my BreadFinancial online account, which had been blocked. \nHe tried various ways to let me log in to my account. None worked. \nAfter XXXX minutes of \" customer service '', XXXX stated he'd spent enough time with me and hung up. \nI need your help to get Bread Financial to send me the statements and investigate fraudulent usage of their credit card -- - which those statements should confirm.","date_sent_to_company":"2025-12-04T17:19:29.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"11226","tags":"Servicemember","has_narrative":true,"complaint_id":"18167187","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2025-10-14T14:50:41.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["I applied for an American Express \" Bread Cashback '' credit card from Comenity Capital Bank, last XXXX, at which time I requested MAILED <em>monthly</em> <em>statements</em>. \nI used the card for a short period in XXXX and XX/XX/year> ( possibly XXXX ). \n\nI applied to get my <em>monthly</em> <em>statements</em> via XXXX, and received only the XX/XX/year> <em>statement</em>, which I paid in full."]},"sort":[15.002352,"18167187"]},{"_index":"complaint-public-v1","_id":"2634000","_score":14.989231,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"In XX/XX/XXXX we received our first bill from XXXX XXXX for XXXX. ( attached ) We promptly paid the bill. Again, in XX/XX/XXXX we paid our second bill for XXXX. Again, both on time. Then when XX/XX/XXXX statement came we were billed XXXX. My husband called XXXX XXXX to find out what the issue was. We were told there was a loan shortfall caused by us paying XXXX ( the amount we were billed ) and that our loan was re-amoritized. I argued I had a fixed rate loan, had never missed a payment, had never made a late payment, and paid exactly what was billed. Well, after double checking my promissory note ( attached ) and TILA ( attached ) I was to always be billed XXXX. XXXX changed the monthly payment and thus caused a shortfall. When I told them this information they refused to correct the shortfall. Not only did they not correct the mistake they refused to return my calls or emails to provide answers for these issues. Around 90 days later and this issue still exists and they still refuse to answer. Additionally I offered to make up the shortfall myself by offering a check for the missing amount and they just applied it to interest. Thus the shortfall still exists. The extra amount would have gone directly to principal. Additionally, in XX/XX/XXXX we made an extra payment amount on top of the monthly payment. This was made all at the same time. The letter we sent contained directions to only apply extra payments beyond the monthly requirement be applied to principal and not the next months payment. This was ignored. Then XXXX \" a higher up '' as she calls herself lied and told me it went to principal when clearly it did not. We requested this be fixed and it has not been done. No one has offered to fix anything either. A certified letter is attached that I mailed. I also made dozens of calls.","date_sent_to_company":"2017-08-16T13:29:20.000Z","issue":"Problem when making payments","sub_product":"Installment loan","zip_code":"740XX","tags":null,"has_narrative":true,"complaint_id":"2634000","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2017-08-09T15:52:18.000Z","state":"OK","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX changed the <em>monthly</em> payment and thus caused a shortfall. When I told them this information they <em>refused</em> to correct the shortfall. Not only did they not correct the mistake they <em>refused</em> to return my calls or emails to provide answers for these issues. Around 90 days later and this issue still exists and they still <em>refuse</em> to answer. 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