{"took":272,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":29878,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"1973152","_score":12.869677,"_source":{"product":"Mortgage","complaint_what_happened":"I was supposed to close on my house in Nebraska with Movement Mortgage on Friday, XXXX XXXX, 2016, however, my mortgage company failed to provide me with a closing disclosure form. This delayed our mortgage over the weekend. The Wednesday prior to close, I was contacted by Movement Mortgage and informed the lady who had worked on my mortgage was sick and her manager was filling in to complete the process. Today, Thursday, I was contacted by another Movement Mortgage representative and informed the lady who was \" sick '' is now \" AWOL '' from the company and never sent me the closing disclosure form on time, which meant we had to push back our closing date- impacting all prior arrangements a day before the closing date. \n\nAs of this time, we are set to close at the later date, but this failure on the part of Movement Mortgage is unacceptable.","date_sent_to_company":"2016-06-16T19:46:45.000Z","issue":"Application, originator, mortgage broker","sub_product":"VA mortgage","zip_code":"68510","tags":"Servicemember","has_narrative":true,"complaint_id":"1973152","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Movement Mortgage LLC","date_received":"2016-06-16T19:46:44.000Z","state":"NE","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was supposed to <em>close</em> on my house in Nebraska with Movement <em>Mortgage</em> on Friday, XXXX XXXX, 2016, however, my <em>mortgage</em> company failed to provide me with a <em>closing</em> disclosure form. This delayed our <em>mortgage</em> over the weekend. The Wednesday prior to <em>close</em>, I was contacted by Movement <em>Mortgage</em> and informed the lady who had worked on my <em>mortgage</em> was sick and her manager was filling in to complete the process."],"product":["<em>Mortgage</em>"],"issue":["Application, originator, <em>mortgage</em> broker"],"company":["Movement <em>Mortgage</em> LLC"],"sub_product":["VA <em>mortgage</em>"]},"sort":[12.869677,"1973152"]},{"_index":"complaint-public-v1","_id":"2123786","_score":12.703956,"_source":{"product":"Mortgage","complaint_what_happened":"I applied for a mortgage refinance with New York Community bank XX/XX/XXXX with a 60 day rate lockin. No one from the mortgage department communicated me the status on the loan after repeated attempts. Finally after speaking to management my loan was approved and closing was confirmed for XX/XX/2016, however, even after confirming the closing time, date and place the bank representative did not show up at closing and never bothered to communicate to us that closing would have to be postponed. ( UNPROFESSIONAL on the part of bank and Title company ). NYCB mortgage company points a finger at the Title company ; maybe it was the title company but NYCB mortgage still failed to communicate to me the customer that the closing would have to be postponed. I went to the bank branch for a closing with the appropriate documents and closing money and no one at the bank had any idea about a closing to be done at that branch, ( again NYCB mortgage department failed to communicate with the NYCB bank branch ). NYCB Mortgage Company operates in a very unprofessional, unethical and incompetent manner. I ended up cancelling my mortgage application and went with a mortgage broker and got better service.","date_sent_to_company":"2016-09-21T14:40:52.000Z","issue":"Application, originator, mortgage broker","sub_product":"Other mortgage","zip_code":"08820","tags":null,"has_narrative":true,"complaint_id":"2123786","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Flagstar Bank, National Association","date_received":"2016-09-21T14:40:51.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["NYCB <em>mortgage</em> company points a finger at the Title company ; maybe it was the title company but NYCB <em>mortgage</em> still failed to communicate to me the customer that the <em>closing</em> would have to be postponed. I went to the bank branch for a <em>closing</em> with the appropriate documents and <em>closing</em> money and no one at the bank had any idea about a <em>closing</em> to be done at that branch, ( again NYCB <em>mortgage</em> department failed to communicate with the NYCB bank branch )."],"product":["<em>Mortgage</em>"],"issue":["Application, originator, <em>mortgage</em> broker"],"sub_product":["Other <em>mortgage</em>"]},"sort":[12.703956,"2123786"]},{"_index":"complaint-public-v1","_id":"1928962","_score":12.620504,"_source":{"product":"Mortgage","complaint_what_happened":"At the time of closing, there was no mortgage insurance listed on our closing disclosure and documents. When we received our first mortgage payment statement, the amount due was {$92.00} more. I emailed our mortgage broker with XXXX XXXX and asked if he could explain the discrepancy. He responded 2 days later explaining that \" for some reason, the payment letter and such given at closing did not include the mandatory Mortgage Insurance '' and encouraged us to pay the amount with the mortgage insurance from the payment statement. I do n't feel we need to pay the amount with mortgage insurance as this was omitted on our official closing documents we signed at closing. I emailed and mailed a complaint letter to both XXXX XXXX and XXXX Mortgage on XXXX XXXX, 2016 with a deadline of XXXX XXXX, 2016 to respond or I will file a complaint. I did not hear a response from either one of them and I am reporting our mortgage broker with XXXX XXXX. I did make our first mortgage payment on time for the amount we signed at closing ( {$1900.00} ).","date_sent_to_company":"2016-05-18T02:30:28.000Z","issue":"Settlement process and costs","sub_product":"Conventional fixed mortgage","zip_code":"680XX","tags":null,"has_narrative":true,"complaint_id":"1928962","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"STONEGATE MORTGAGE CORPORATION","date_received":"2016-05-18T02:30:27.000Z","state":"NE","company_public_response":"Company believes complaint is the result of an isolated error","sub_issue":null},"highlight":{"complaint_what_happened":["At the time of <em>closing</em>, there was no <em>mortgage</em> insurance listed on our <em>closing</em> disclosure and documents. When we received our first <em>mortgage</em> payment statement, the amount due was {$92.00} more. I emailed our <em>mortgage</em> broker with XXXX XXXX and asked if he could explain the discrepancy."],"product":["<em>Mortgage</em>"],"company":["STONEGATE <em>MORTGAGE</em> CORPORATION"],"sub_product":["Conventional fixed <em>mortgage</em>"]},"sort":[12.620504,"1928962"]},{"_index":"complaint-public-v1","_id":"9498638","_score":12.60507,"_source":{"product":"Mortgage","complaint_what_happened":"PNC Bank is the mortgage servicer on one of my mortgages. I recently request to close my escrow account at PNC Bank and manage my insurance and property taxes myself without an escrow account. PNC Bank is requesting that I pay a fee of over {$750.00} in order to close my escrow account with them. The justification for this fee from PNC Bank was that I received a discount at closing for have an escrow account and they are attempting to recover that initial discount cost. First point, I never received any discounts for having an escrow account when i opened my mortgage. The escrow account was mandatory. Second point, PNC Bank was not my mortgage initiator. PNC Bank is the third mortgage servicer for my mortgage so they had nothing to do with my initial mortgage. Third point, I have 4 mortgages in total being serviced by XXXX, XXXX XXXX, PNC Bank and XXXX XXXX. I requested to close my escrow account with all my mortgage servicers and all agree, with no fee, except for PNC Bank who is attempting to extort an unnecessary and exorbitant fee in order to allow me to manage my own insurance and property taxes. Also, the mortgage was previously managed by XXXX XXXX before it was transferred to PNC Bank. XXXX XXXX charges no fees to close escrow accounts. Lastly, I reviewed my initial mortgage closing documents and found not discounts for having an escrow account, or any fees related to closing an escrow account. I would like to close my PNC Bank escrow account, with no fees, and continue to pay my mortgage as i always have. Thank you.","date_sent_to_company":"2024-07-12T13:51:28.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33196","tags":null,"has_narrative":true,"complaint_id":"9498638","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2024-07-12T13:30:01.000Z","state":"FL","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["Lastly, I reviewed my initial <em>mortgage</em> <em>closing</em> documents and found not discounts for having an escrow account, or any fees related to <em>closing</em> an escrow account. I would like to <em>close</em> my PNC Bank escrow account, with no fees, and continue to pay my <em>mortgage</em> as i always have. Thank you."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.60507,"9498638"]},{"_index":"complaint-public-v1","_id":"16214562","_score":12.581566,"_source":{"product":"Mortgage","complaint_what_happened":"I was originally contacted in XXXX because I was eligible for a refinance on my current home loan through Freedom Mortgage. I was told that it would be a simple process and I wouldn't have to pay that months Mortgage payment. It was originally never explained to me that I would need to hold on to the Mortgage payment for closing costs. \n\nI scheduled a closing date ( to which they cancelled without telling me ). When i contacted Freedome Mortgage, I was transferred 4 times. None of which could tell me what was going on. I finally got to closing with the title company and they showed me the disclosure which asked for around {$1100.00} in closing. I obviously did not have that or know i was supposed to bring that to closing. I delayed closing until after I got paid again later in the month. \n\nI was notified by the title company that my cost would be around {$1000.00} on my next closing XX/XX/XXXX. I had to move the closing day, XXXX days later so my wife could be there. I was notified the DAY before ( by the title company, not freedom mortgage ) that my closing cost went up to {$1600.00}. I did not have an extra {$500.00} so I did not close. \n\nNow I am a month behind on my mortgage with no way to catch up due to horrible communication on Freedom Mortgages part and they now will not close until I make the late payment.","date_sent_to_company":"2025-09-26T22:04:50.000Z","issue":"Closing on a mortgage","sub_product":"VA mortgage","zip_code":"824XX","tags":"Servicemember","has_narrative":true,"complaint_id":"16214562","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2025-09-26T21:46:48.000Z","state":"WY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Closing disclosure or other related disclosures"},"highlight":{"complaint_what_happened":["I was notified the DAY before ( by the title company, not freedom <em>mortgage</em> ) that my <em>closing</em> cost went up to {$1600.00}. I did not have an extra {$500.00} so I did not <em>close</em>. \n\nNow I am a month behind on my <em>mortgage</em> with no way to catch up due to horrible communication on Freedom <em>Mortgages</em> part and they now will not <em>close</em> until I make the late payment."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["VA <em>mortgage</em>"],"sub_issue":["<em>Closing</em> disclosure or other related disclosures"]},"sort":[12.581566,"16214562"]},{"_index":"complaint-public-v1","_id":"3862040","_score":12.533913,"_source":{"product":"Mortgage","complaint_what_happened":"We refinanced our VA mortgage with Freedom Mortgage in XXXX. We were sent several versions of closing statement before closing. Each with increasing costs of closing. The loan officer we dealt with at Freedom Mortgage said that they would pay the closing costs except for fee to VA for loan ( approx {$1000.00} ) and a fee to them of approx {$1000.00}. \n\nThe notary that came to our home in XXXX had a different set of closing documents and no copy to leave with us. We had been trying to refinance this loan since XXXX and with COVID 19 issues were just closing in XXXX - so in frustration and without options of getting ahold of the loan officer on a Sunday, we signed closing documents. Now our loan increased by approx {$5000.00}! \n\nI have made several phone calls and sent several emails to Freedom Mortgage since the closing in XXXX with no response or promises to send documents within the week - now we are almost 3 months later and still no documents. I have no idea what the closing costs were on this refinance and Freedom Mortgage refuses to send the documents. I feel we have been overcharged by Freedom Mortgage and were mislead regarding the costs of the closing.","date_sent_to_company":"2020-09-23T17:13:25.000Z","issue":"Closing on a mortgage","sub_product":"VA mortgage","zip_code":"32086","tags":"Servicemember","has_narrative":true,"complaint_id":"3862040","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2020-09-23T16:57:02.000Z","state":"FL","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":["We refinanced our VA <em>mortgage</em> with Freedom <em>Mortgage</em> in XXXX. We were sent several versions of <em>closing</em> statement before <em>closing</em>. Each with increasing costs of <em>closing</em>. The loan officer we dealt with at Freedom <em>Mortgage</em> said that they would pay the <em>closing</em> costs except for fee to VA for loan ( approx {$1000.00} ) and a fee to them of approx {$1000.00}. \n\nThe notary that came to our home in XXXX had a different set of <em>closing</em> documents and no copy to leave with us."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["VA <em>mortgage</em>"]},"sort":[12.533913,"3862040"]},{"_index":"complaint-public-v1","_id":"10464516","_score":12.524879,"_source":{"product":"Mortgage","complaint_what_happened":"The attached letter requests the signed version of the allonge that was not provided in my paperwork at the time of closing. It is believed that there are many forms that Paramount Residential Mortgage Group did not provide me at closing and possibly signed after the closing of my mortgage without me present therefore causing a breach of the mortgage contract. I am asking the CFPB to intervene in this matter and promote Paramount Residential to provide me ALL forms that were signed after the closing of my mortgage.","date_sent_to_company":"2024-10-15T08:13:13.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"92392","tags":null,"has_narrative":true,"complaint_id":"10464516","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PARAMOUNT RESIDENTIAL MORTGAGE GROUP","date_received":"2024-10-15T07:52:46.000Z","state":"CA","company_public_response":null,"sub_issue":"Closing disclosure or other related disclosures"},"highlight":{"complaint_what_happened":["The attached letter requests the signed version of the allonge that was not provided in my paperwork at the time of <em>closing</em>. It is believed that there are many forms that Paramount Residential <em>Mortgage</em> Group did not provide me at <em>closing</em> and possibly signed after the <em>closing</em> of my <em>mortgage</em> without me present therefore causing a breach of the <em>mortgage</em> contract."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["PARAMOUNT RESIDENTIAL <em>MORTGAGE</em> GROUP"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Closing</em> disclosure or other related disclosures"]},"sort":[12.524879,"10464516"]},{"_index":"complaint-public-v1","_id":"4566630","_score":12.503416,"_source":{"product":"Mortgage","complaint_what_happened":"1- Around XX/XX/XXXX I was contacted by Freedom Mortgage regarding a zero fee refinance. I had previously opted out of all solicitations by Freedom Mortgage. \n\n2- Repeated requests were made by me, the borrower, to bring cash to closing so as not to increase the value of the loan. Representatives of Freedom Mortgage always acknowledged the requests and ensured that all costs would be due at the time of closing. Representatives of Freedom Mortgage never followed through on those requests despite providing proof of funds on XX/XX/XXXX & XX/XX/XXXX. All associated costs were rolled into the loan which increased our total loan cost and added additional interest. \n\n3- After receiving a final closing disclosure on XX/XX/XXXX and being explicitly told by two freedom mortgage representatives that no conditions would change prior to closing, Freedom Mortgage issued a revision to the closing disclosure on XX/XX/XXXX, the date that closing was scheduled. The closing notary arrived at our house at which point I identified the discrepancies. At no point prior to closing was the revised closing disclosure provided to us as borrowers. \n\n4- No resolution has been achieved regarding false statements made from Freedom Mortgage staff, misrepresentation of terms of the refinance, cash to close discrepancies, bait and switch tactics, or other consumer protection violations that are likely occurring. As young borrowers of relatively low means, I believe this loan was designed to target us as vulnerable candidates to predatorily pursue.","date_sent_to_company":"2021-07-23T18:49:06.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"048XX","tags":null,"has_narrative":true,"complaint_id":"4566630","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2021-07-23T18:04:20.000Z","state":"ME","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["1- Around XX/XX/XXXX I was contacted by Freedom <em>Mortgage</em> regarding a zero fee refinance. I had previously opted out of all solicitations by Freedom <em>Mortgage</em>. \n\n2- Repeated requests were made by me, the borrower, to bring cash to <em>closing</em> so as not to increase the value of the loan. Representatives of Freedom <em>Mortgage</em> always acknowledged the requests and ensured that all costs would be due at the time of <em>closing</em>."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.503416,"4566630"]},{"_index":"complaint-public-v1","_id":"19132695","_score":12.467991,"_source":{"product":"Mortgage","complaint_what_happened":"Issue : Problem with closing on a mortgage Unexpected denial after approval / Closing Disclosure issued Credit decision based on inaccurate or inconsistent information I am filing a complaint regarding a postClosing Disclosure mortgage denial by Lennar Mortgage , LLC that appears to violate federal mortgage disclosure and credit decision requirements. \n\nI was pre-approved for a mortgage loan in XX/XX/XXXX. At the time of application, I fully disclosed that my prior mortgage was in a forbearance program related to a government shutdown. All documentation was provided and reviewed by underwriting. \n\nOn XX/XX/XXXX, Lennar Mortgage issued a Closing Disclosure, reflecting finalized loan terms, cash to close, escrow calculations, and approval to proceed toward a scheduled closing on XX/XX/XXXX. I relied on this disclosure in continuing the transaction. \n\nOn XX/XX/XXXX after the Closing Disclosure was issued Lennar Mortgage informed me that the loan was denied. I was initially told verbally that the denial was due to the forbearance. I was then told the denial was due to alleged late fees on my prior mortgage. \n\nThat same day, Lennar Mortgage issued an Adverse Action Notice citing delinquent past or present credit obligations with others and stating the decision was based on credit bureau information from XXXX XXXX and XXXX \n\nHowever, the credit information relied upon in the Adverse Action Notice pre-existed the Closing Disclosure. There was no new credit event, no change in employment, income, assets, liabilities, or credit profile between XX/XX/XXXX and XX/XX/XXXX that would justify withdrawing approval after disclosure. \n\nAdditionally, another lender has since pulled my credit report and confirmed that no mortgage late payments or late fees appear on my credit report, directly contradicting the basis cited by Lennar Mortgage. \n\nThe denial reasons provided verbally and in writing have been inconsistent, and the timing strongly suggests that Lennar Mortgage issued a Closing Disclosure before completing proper underwriting, then attempted to retroactively justify the denial using pre-existing or inaccurately interpreted information. \n\nI believe this conduct represents a failure to follow proper mortgage disclosure procedures and may constitute an inaccurate or inconsistent credit decision under federal law.","date_sent_to_company":"2026-01-30T15:58:39.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"27587","tags":null,"has_narrative":true,"complaint_id":"19132695","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Lennar Financial Services, LLC","date_received":"2026-01-30T15:46:40.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Application denials"},"highlight":{"complaint_what_happened":["Issue : Problem with <em>closing</em> on a <em>mortgage</em> Unexpected denial after approval / <em>Closing</em> Disclosure issued Credit decision based on inaccurate or inconsistent information I am filing a complaint regarding a post<em>Closing</em> Disclosure <em>mortgage</em> denial by Lennar <em>Mortgage</em> , LLC that appears to violate federal <em>mortgage</em> disclosure and credit decision requirements. \n\nI was pre-approved for a <em>mortgage</em> loan in XX/XX/XXXX."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[12.467991,"19132695"]},{"_index":"complaint-public-v1","_id":"1574955","_score":12.381248,"_source":{"product":"Mortgage","complaint_what_happened":"Prospect Mortgage was the mortgage company that we worked with to close on our new construction home. Throughout the build process my wife and I worked extensively with Prospect Mortgage and the home builder to expedite paperwork, timelines, and decisions so that there were no issues with the timeline. We were to close on the property XXXX XXXX, all parties ( Builder, Prospect Mortgage, wife and myself ) knew this date well in advance to that day. Around XXXX XXXX, Prospect Mortgage contacted us and stated that we would not be able to close on XXXX XXXX because the XXXX party Appraisal company that THEY hired ( and which we never had any contact with ), the appraiser made an error on the appraisal. At this time we provide this information to the builder and they stated as long as we closed before XXXX XXXX, we would not have to pay a late close fee. Prospect Mortgage, the builder, and my wife and I signed a contract to close on the property XXXX XXXX. During this period between XXXX XXXX - XXXX XXXX, we stayed in constant contact with the builder and Prospect Mortgage, due to state law we had no access to the Appraisal company. The Appraiser made multiple errors on the appraisal document, and also took vacation during the time we needed the finalized appraisal for us to close before XXXX XXXX. This delayed us into XXXX, and we were told by the builder that we had to pay a 1 % fee of the property, due to closing late. \nAt this time the communication from Prospect Mortgage was that we were to take the appraiser or the appraisal company to court and have him legally pay the fees because it was their sole issues that caused my wife and I to close late. Within XXXX, Prospect Mortgage also had multiple people away from the office for various reasons and delayed our close even further. After we close and received the keys to the property, we contacted the appraiser. His statement was the following, \" I am not at liberty to speak to you as you are not the client, please speak further to the client regarding your issue ''. We relayed this information to Prospect Mortgage and were then transferred to a person in the Compliance Resolution department. After we provided all the information to the this person over the course of a few days, their final statement was.. \nThey represented the appraisal company and any and all communication regarding the appraisal company must be completed through Prospect Mortgage. If they felt that the appraisal company was wrong in any situation, that Prospect Mortgage would take full responsibility. Also that Prospect Mortgage is unable to provide us with any funds after the close because it was illegal, and that the party for us to battle with would be the builder, as they did not ask for the funds at closing. \nAt this time, the builder is stating that they are able to put a lien on our property since it is stated within the contract that we my wife and I were not to close on time that we were to pay a 1 % fee. \nMy wife and I want to file a compliant, as we worked extensively with all parties to complete all of our paperwork and deadlines well before the due dates. Prospect Mortgage who represents the XXXX party Appraisal company advised us that we were to take action again the appraisal company after the close, then after the close stated that we were on our own and that we should battle with the builder regarding the fee. Not only did they fail in completing to meet the deadline for the close, this occurred multiple times and caused plenty of stress between my wife and I. Now I am in a contract battle with the builder, that Prospect Mortgage has caused, and Prospect Mortgage conveniently stated its not their issue and stepped to the side for us to handle it on our own.","date_sent_to_company":"2015-09-22T21:52:59.000Z","issue":"Application, originator, mortgage broker","sub_product":"Conventional adjustable mortgage (ARM)","zip_code":"78254","tags":"Servicemember","has_narrative":true,"complaint_id":"1574955","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Prospect Mortgage, LLC","date_received":"2015-09-22T21:52:58.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Prospect <em>Mortgage</em> was the <em>mortgage</em> company that we worked with to <em>close</em> on our new construction home. Throughout the build process my wife and I worked extensively with Prospect <em>Mortgage</em> and the home builder to expedite paperwork, timelines, and decisions so that there were no issues with the timeline. We were to <em>close</em> on the property XXXX XXXX, all parties ( Builder, Prospect <em>Mortgage</em>, wife and myself ) knew this date well in advance to that day."],"product":["<em>Mortgage</em>"],"issue":["Application, originator, <em>mortgage</em> broker"],"company":["Prospect <em>Mortgage</em>, LLC"],"sub_product":["Conventional adjustable <em>mortgage</em> (ARM)"]},"sort":[12.381248,"1574955"]},{"_index":"complaint-public-v1","_id":"6613487","_score":12.381034,"_source":{"product":"Mortgage","complaint_what_happened":"I refinanced with Rocket Mortgage and they admittedly miscalculated a payoff amount and entered the wrong payoff on my closing disclosure. They sent a payoff to my existing mortgage company that was roughly {$700.00} short and every day interest is accruing on that remaining balance. Rocket Mortgage wants me to be solely responsible for their error in incorrectly entering a payoff amount on my closing disclosure when they had the correct payoff amount from my former mortgage company the whole time. They are saying that the compliance agreement I signed at closing protects them from any liability in errors they make or for money they fail collect at closing. However the agreement does not cover my specific situation, nor does it itemize incorrectly disclosed figures on the closing disclosure. Rocket mortgage offered to pay some of the payoff shortage ( less than half ) but this is not an error that I should be responsible for. I read over my closing disclosure and trusted that it was accurate. I trusted Rocket Mortgage to handle my refinance with care ; however, I am extremely disappointed and worried about the consumer harm I will experience if they do not correct this issue. Interest is accruing daily and this is resulting in a larger remaining balance on the mortgage that I refinanced through Rocket Mortgage.","date_sent_to_company":"2023-02-24T18:01:10.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"368XX","tags":null,"has_narrative":true,"complaint_id":"6613487","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2023-02-24T17:40:12.000Z","state":"AL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Rocket <em>Mortgage</em> wants me to be solely responsible for their error in incorrectly entering a payoff amount on my <em>closing</em> disclosure when they had the correct payoff amount from my former <em>mortgage</em> company the whole time. They are saying that the compliance agreement I signed at <em>closing</em> protects them from any liability in errors they make or for money they fail collect at <em>closing</em>."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["Rocket <em>Mortgage</em>, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.381034,"6613487"]},{"_index":"complaint-public-v1","_id":"6779128","_score":12.367834,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/2023 I have closed on XXXX XXXX XXXX, XXXX, MA XXXX taking a mortgage from Rocket Mortgage. \nOn XX/XX/2023 I have locked the loan. That rate lock had LLPA hit XXXX XXXX for DTI > 40 %. \nOn XX/XX/2023 I have learned that FHFA has delayed that charge until XX/XX/2023, so the Rocket mortgage announced that XXXX fee will be removed. \nOn XX/XX/2023 Rocket mortgage has posted the Closing Disclosure for the closing date XX/XX/2023 without removing LLPA hit XXXX On XX/XX/2023 I have asked to update the Closing Disclosure to remove XXXX fee. \nOn XX/XX/2023 I have received the answer : To close As Is with the XXXX hit or the loan has to be removed from the closing to get wire adjusted, which would result in the closing being moved back a day or two. Since removing from the closing wasnt the option for me I would be in the position for breaching XXXX & XXXX contract and default I asked to be reimbursed after the closing. \nI was told that Rocket Mortgage will not reimburse me after the closing. \nOn the closing date XX/XX/2023 Rocket Mortgage posted an updated rate lock which is still indicating XXXX hit for DTI > 40 % after the official removal letter. \n\n\nIm asking you to help me to get XXXX pts = XXXX x 0.375 % = {$2100.00} which Rocket Mortgage had Charged me.","date_sent_to_company":"2023-03-31T16:13:37.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"024XX","tags":null,"has_narrative":true,"complaint_id":"6779128","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2023-03-31T16:00:07.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Since removing from the <em>closing</em> wasnt the option for me I would be in the position for breaching XXXX & XXXX contract and default I asked to be reimbursed after the <em>closing</em>. \nI was told that Rocket <em>Mortgage</em> will not reimburse me after the <em>closing</em>. \nOn the <em>closing</em> date XX/XX/2023 Rocket <em>Mortgage</em> posted an updated rate lock which is still indicating XXXX hit for DTI > 40 % after the official removal letter."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["Rocket <em>Mortgage</em>, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.367834,"6779128"]},{"_index":"complaint-public-v1","_id":"9791835","_score":12.360191,"_source":{"product":"Mortgage","complaint_what_happened":"\" Cornerstone First Mortgage '' claimed that they will secure a conventional loan on a property we were trying to purchase. \nAfter weeks of lengthy underwriting process, the underwrite approved our mortgage and we signed all the closing documents and wired the closing funds to escrow. \n\nAfter closing and wiring of closing funds, \" Cornerstone First Mortgage '' did not fund the loan and came up with new loan conditions. \n\nThe sellers cancelled the deal and we lost the contract due to lack of performance of \" Cornerstone First Mortgage ''. \n\nWe lost a very lucrative deal because \" Cornerstone First Mortgage '' is a scam company.","date_sent_to_company":"2024-08-10T20:53:44.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"92009","tags":null,"has_narrative":true,"complaint_id":"9791835","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Cornerstone First Mortgage, Inc.","date_received":"2024-08-10T20:37:30.000Z","state":"CA","company_public_response":"Company believes the complaint is the result of a misunderstanding","sub_issue":"Changes in loan terms during or after closing"},"highlight":{"complaint_what_happened":["\" Cornerstone First <em>Mortgage</em> '' claimed that they will secure a conventional loan on a property we were trying to purchase. \nAfter weeks of lengthy underwriting process, the underwrite approved our <em>mortgage</em> and we signed all the <em>closing</em> documents and wired the <em>closing</em> funds to escrow. \n\nAfter <em>closing</em> and wiring of <em>closing</em> funds, \" Cornerstone First <em>Mortgage</em> '' did not fund the loan and came up with new loan conditions."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["Cornerstone First <em>Mortgage</em>, Inc."],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["Changes in loan terms during or after <em>closing</em>"]},"sort":[12.360191,"9791835"]},{"_index":"complaint-public-v1","_id":"3026924","_score":12.339695,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX this year I closed on a home in XXXX, MI, with CrossCountry Mortgage Inc. as my mortgage provider. During the closing process, CrossCountry Mortgage Inc. failed to accurately disclose my closing costs, omitting some {$8000.00} for summer taxes ( my mortgage includes an escrow account with a monthly payment toward property taxes and homeowner 's insurance ).\n\nI was assured by CrossCountry Mortgage Inc. that all necessary costs were included at closing and that I would have a fixed monthly payment moving forward. I based my future monthly expenditures on that assurance, trusting that CrossCountry Mortgage Inc. had correctly calculated my closing costs and future monthly payments.\n\nCrossCountry Mortgage Inc. then sold my mortgage to XXXX Bank. In XXXX, XXXX informed me there was a shortfall on my escrow account of around {$7500.00}, as the bank had paid the summer taxes, which should have been included in my closing costs. \n\nI approached CrossCountry Mortgage Inc. and the title company involved, XXXX XXXX XXXX ( based in XXXX XXXX, Michigan ) about this issue. XXXX XXXX XXXX responded by admitting there had been an error, saying that my closing costs should have included {$8000.00} in summer property taxes and that amount should have been disclosed to me. \n\nXXXX XXXX XXXX admitted their part in the error, adding that it was the responsibility of CrossCountry Mortgage Inc. to correctly calculate how much money I owed in closing costs. For their part in the error, XXXX XXXX XXXX refunded me the fee of {$570.00} that I paid them at closing. \n\nCrossCountry Mortgage Inc. has yet to acknowledge error in this matter. But it is quite clear that if it is the mortgage provider 's responsibility to accurately calculate my closing costs, they failed to do so. This is gross negligence on their part. I am now due to pay XXXX an unexpected amount of {$7500.00} because of CrossCountry Mortgage Inc. 's gross negligence in this matter.\n\nAgain, I planned my own expenditures based on faith in CrossCountry Mortgage Inc. 's ability to do the job it is licensed and regulated at the state and federal level to do. I am attaching emails from XXXX XXXX XXXX, with representatives of CrossCountry Mortgage Inc. copied, addressing this matter.","date_sent_to_company":"2018-09-23T15:46:55.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"48220","tags":null,"has_narrative":true,"complaint_id":"3026924","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CrossCountry Mortgage LLC","date_received":"2018-09-23T15:34:02.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX this year I closed on a home in XXXX, MI, with CrossCountry <em>Mortgage</em> Inc. as my <em>mortgage</em> provider. During the <em>closing</em> process, CrossCountry <em>Mortgage</em> Inc. failed to accurately disclose my <em>closing</em> costs, omitting some {$8000.00} for summer taxes ( my <em>mortgage</em> includes an escrow account with a monthly payment toward property taxes and homeowner 's insurance )."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["CrossCountry <em>Mortgage</em> LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.339695,"3026924"]},{"_index":"complaint-public-v1","_id":"4276551","_score":12.33897,"_source":{"product":"Mortgage","complaint_what_happened":"The companies involved are XXXX XXXX XXXX XXXX XXXX, Chase Mortgage and XXXX XXXX XXXX. These companies have consistently charged me for FHA Mortgage Insurance over the course of my mortgage loan servicing that is different than the agreement we signed and the closing documents. They have ignored the loan closing documents and applied methods not specified anywhere my loan closing documents and in fact their methodology has resulted in FHA Insurance Premiums that are more than {$9000.00} higher than either amortization schedule ( provided shortly after closing ) or FHA Insurance Premium documents ( included in my loam closing documents ). I believe these overcharged fees are excessive, illegal and a violation of the mortgage loan closing agreement! \n\nXXXX Mortgage 's response indicates that they do not care what the loan closing documents say. In fact, their response spelled out a method that was not mentioned or included in my loan documents. They refused to clarify why my loan documents said one thing, yet they consistently do something else every month when they charge my account! \n\nThis mortgage loan was originated by XXXX XXXX XXXX in XXXX and sold the Chase Mortgage ( XX/XX/XXXX XXXX, who serviced it until XX/XX/XXXX. XXXX has been servicing this loan since XX/XX/XXXX.","date_sent_to_company":"2021-04-07T06:32:13.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"35242","tags":null,"has_narrative":true,"complaint_id":"4276551","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-04-07T02:21:16.000Z","state":"AL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The companies involved are XXXX XXXX XXXX XXXX XXXX, Chase <em>Mortgage</em> and XXXX XXXX XXXX. These companies have consistently charged me for FHA <em>Mortgage</em> Insurance over the course of my <em>mortgage</em> loan servicing that is different than the agreement we signed and the <em>closing</em> documents."],"product":["<em>Mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[12.33897,"4276551"]},{"_index":"complaint-public-v1","_id":"3754721","_score":12.319084,"_source":{"product":"Mortgage","complaint_what_happened":"I have been trying to refinance my mortgage for over 90 days. The mortgage provider has promised ( in writing ) a credit to my account which it is intentionally omitting from the closing document. The mortgage company has sent the closing documents with the wrong information on the closing date several times and in every time I am told the problem has been fixed an additional amount is added to the closing statement. The company is misleading regarding the stated changes in the closing documents which are normally sent on the day of the closing leaving very little time for review and change.","date_sent_to_company":"2020-07-20T21:03:34.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"11581","tags":null,"has_narrative":true,"complaint_id":"3754721","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2020-07-20T20:32:28.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have been trying to refinance my <em>mortgage</em> for over 90 days. The <em>mortgage</em> provider has promised ( in writing ) a credit to my account which it is intentionally omitting from the <em>closing</em> document. The <em>mortgage</em> company has sent the <em>closing</em> documents with the wrong information on the <em>closing</em> date several times and in every time I am told the problem has been fixed an additional amount is added to the <em>closing</em> statement."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.319084,"3754721"]},{"_index":"complaint-public-v1","_id":"2211315","_score":12.314856,"_source":{"product":"Mortgage","complaint_what_happened":"I received and signed the attached loan estimate and closing disclosure statements with this lender for a mortgage which stated a monthly mortgage insurance rate of {$220.00}. The final closing disclosure statement increased the monthly mortgage insurance rate to {$270.00} with no explanation or change in circumstances XXXX days before our closing. This means that tomorrow I will be forced to accept this last minute increase so that I do not lose the home or I have to forego the closing and I do n't really know what would happen to my paid deposits, appraisal fees, inspection fees, etc. It should not be legal to change the mortgage insurance once the closing disclosure is signed.","date_sent_to_company":"2016-12-04T18:05:17.000Z","issue":"Settlement process and costs","sub_product":"Conventional fixed mortgage","zip_code":"33060","tags":null,"has_narrative":true,"complaint_id":"2211315","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LAND HOME FINANCIAL SERVICES","date_received":"2016-11-16T19:04:19.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I received and signed the attached loan estimate and <em>closing</em> disclosure statements with this lender for a <em>mortgage</em> which stated a monthly <em>mortgage</em> insurance rate of {$220.00}. The final <em>closing</em> disclosure statement increased the monthly <em>mortgage</em> insurance rate to {$270.00} with no explanation or change in circumstances XXXX days before our <em>closing</em>."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional fixed <em>mortgage</em>"]},"sort":[12.314856,"2211315"]},{"_index":"complaint-public-v1","_id":"9041505","_score":12.310913,"_source":{"product":"Mortgage","complaint_what_happened":"I have informed Equity Prime mortgage that I have decided not to close and complete the closing process with Equity Prime mortgage and have been asking/requesting them to close my file, but they are continue to give me the run around refusing to acknowledge my request to close my account. I have been requesting Equlity Prime mortgage to perform a Lender-to-Lender process to remove them from my appraisal report so that my new lender with a different mortgage company can use my appraisal report that I have already paid for.","date_sent_to_company":"2024-05-19T01:45:04.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"07106","tags":null,"has_narrative":true,"complaint_id":"9041505","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUITY LOANS LLC","date_received":"2024-05-19T01:22:17.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Changes in loan terms during or after closing"},"highlight":{"complaint_what_happened":["I have informed Equity Prime <em>mortgage</em> that I have decided not to <em>close</em> and complete the <em>closing</em> process with Equity Prime <em>mortgage</em> and have been asking/requesting them to <em>close</em> my file, but they are continue to give me the run around refusing to acknowledge my request to <em>close</em> my account."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["Changes in loan terms during or after <em>closing</em>"]},"sort":[12.310913,"9041505"]},{"_index":"complaint-public-v1","_id":"4473259","_score":12.28158,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/21, PNC Mortgage issued me a closing disclosure that showed my seller negotiated closing costs correctly as {$8500.00} ( 3 % of {$280000.00} ). Doc attached. \n\nTwo hours before closing on XX/XX/21, PNC Morgage revised the closing documents to show that the seller negotiated closing costs incorrectly as {$7700.00}. PNC Mortgage did not inform me of this change, my title company did. \n\nWhen I asked the title company rep about the reason, she said that PNC Mortgage said they couldn't make the numbers work. This is unacceptable and forced me to have to bring an additional {$820.00} to closing. \n\nI have made multiple attempts to get resolution from PNC Mortgage with no success. They are no longer communicating with me.","date_sent_to_company":"2021-06-18T21:18:54.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"63379","tags":null,"has_narrative":true,"complaint_id":"4473259","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2021-06-18T20:50:40.000Z","state":"MO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/21, PNC <em>Mortgage</em> issued me a <em>closing</em> disclosure that showed my seller negotiated <em>closing</em> costs correctly as {$8500.00} ( 3 % of {$280000.00} ). Doc attached. \n\nTwo hours before <em>closing</em> on XX/XX/21, PNC Morgage revised the <em>closing</em> documents to show that the seller negotiated <em>closing</em> costs incorrectly as {$7700.00}. PNC <em>Mortgage</em> did not inform me of this change, my title company did."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[12.28158,"4473259"]},{"_index":"complaint-public-v1","_id":"10837811","_score":12.278109,"_source":{"product":"Mortgage","complaint_what_happened":"During the month of XXXX we were working with our current mortgage company, Freedom Mortgage on a \" streamline refinance ''. We were originally scheduled to close on XX/XX/XXXX. After minimal communication with the scheduled notary, they did not show up on the closing date. We planned the closing at the end of the month in order to keep the \" cash to close '' low as we are already struggling financially. After multiple phone calls with both Freedom mortgage and the title/closing company ( XXXX XXXX  ) we were told we would close XX/XX/XXXX with the same numbers/amounts. Freedom mortgage could not get the documentation dates updated in time, so we then rolled into XXXX. Since in XXXX, the \" cash to close '' amount went way up. We then requested assistance from both Freedom Mortgage and XXXX XXXX to help cover the \" cash to close ''. After rescheduling to close on XXXX XXXX ( cancelled by Freedom ), XX/XX/XXXX ( cancelled by Freedom ), and now XX/XX/XXXX, neither Freedom mortgage or XXXX  XXXX will offer assistance in the extra XXXX $ we have to come up with for the current \" cash to close '' amount. Multiple closing dates and \" cash to close '' amounts were discussed over multiple phone calls and emails with Freedom Mortgage. Over the last 4 weeks, multiple people have refused to take our phone calls and/or refused to call us back with information about what was happening. Many people could not/ would not give a straight answer and many departments working on our loan were not reachable via phone calls. This is by far the worst experience and worst customer service I have ever had. As of no fault of our own, we now have to come up with money we do not have in order to close this refinance process.","date_sent_to_company":"2024-11-19T20:35:17.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"550XX","tags":null,"has_narrative":true,"complaint_id":"10837811","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2024-11-19T19:38:41.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fees or costs during the application process"},"highlight":{"complaint_what_happened":["After multiple phone calls with both Freedom <em>mortgage</em> and the title/<em>closing</em> company ( XXXX XXXX  ) we were told we would <em>close</em> XX/XX/XXXX with the same numbers/amounts. Freedom <em>mortgage</em> could not get the documentation dates updated in time, so we then rolled into XXXX. Since in XXXX, the \" cash to <em>close</em> '' amount went way up. We then requested assistance from both Freedom <em>Mortgage</em> and XXXX XXXX to help cover the \" cash to <em>close</em> ''."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[12.278109,"10837811"]},{"_index":"complaint-public-v1","_id":"2675217","_score":12.272313,"_source":{"product":"Mortgage","complaint_what_happened":"The mortgage broker failed to provide accurate closing escrow numbers on loan payment, taxes and insurance. These number were also verified by the mortgage company before the closing. Almost 2 years later the mortgage company is claiming an error was made at the closing in calculating the escrow accounts which is resulting in a significant increase in my mortgage payment which I can no longer afford due to a fixed SS income. Investigation into these companies has revealed numerous complaints of the same instance of escrow fraud at closing.I have requested an investigation by the person handling the loan and he will not cooperate with me. My mortgage payment has gone from {$540.00} a month to {$710.00} a month which I can not afford.","date_sent_to_company":"2017-09-15T17:37:40.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"48081","tags":null,"has_narrative":true,"complaint_id":"2675217","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TOWNE MORTGAGE COMPANY","date_received":"2017-09-15T16:34:50.000Z","state":"MI","company_public_response":"Company believes complaint is the result of an isolated error","sub_issue":null},"highlight":{"complaint_what_happened":["The <em>mortgage</em> broker failed to provide accurate <em>closing</em> escrow numbers on loan payment, taxes and insurance. These number were also verified by the <em>mortgage</em> company before the <em>closing</em>. Almost 2 years later the <em>mortgage</em> company is claiming an error was made at the <em>closing</em> in calculating the escrow accounts which is resulting in a significant increase in my <em>mortgage</em> payment which I can no longer afford due to a fixed SS income."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["TOWNE <em>MORTGAGE</em> COMPANY"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[12.272313,"2675217"]},{"_index":"complaint-public-v1","_id":"11035163","_score":12.260462,"_source":{"product":"Mortgage","complaint_what_happened":"We are ready to close, have a buyer, paperwork sent and asked for the clear to close on the short sale, without an extension, the deed is signed but we are waiting for the bank we are ready to close and emailed them ( PHH mortgage company ) short sale department for the clear to close without asking for an extension. My attorney made all of the corrections on the HUD that the PHH mortgage company requested and we sent the title commitment, per their request. We have been actively working with the Short sale dept at PHH Mortgage company collectively and now that we are ready and sent everything need to them, We have been asking for the clear to close. And the PHH mortgage company are not responsive and now a day before the auction date.","date_sent_to_company":"2024-12-05T17:32:12.000Z","issue":"Struggling to pay mortgage","sub_product":"Reverse mortgage","zip_code":"02368","tags":"Older American","has_narrative":true,"complaint_id":"11035163","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2024-12-05T17:12:27.000Z","state":"MA","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":["We are ready to <em>close</em>, have a buyer, paperwork sent and asked for the clear to <em>close</em> on the short sale, without an extension, the deed is signed but we are waiting for the bank we are ready to <em>close</em> and emailed them ( PHH <em>mortgage</em> company ) short sale department for the clear to <em>close</em> without asking for an extension. My attorney made all of the corrections on the HUD that the PHH <em>mortgage</em> company requested and we sent the title commitment, per their request."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Reverse <em>mortgage</em>"]},"sort":[12.260462,"11035163"]},{"_index":"complaint-public-v1","_id":"21423824","_score":12.251507,"_source":{"product":"Mortgage","complaint_what_happened":"I established a refinance loan application with Better Mortgage through XXXX XXXX. After my application was accepted, I was provide a closing clost estimate, and then a final closing cost disclosure for loanXX/XX/XXXXXXXX for a 15 year mortgage. \n\nThe date of closing was XX/XX/XXXX, which was known by all involved at Better Mortgage, including : Loan Consultant : XXXX XXXX Processing Expert : XXXX XXXX Loan Originator : XXXX XXXX XXXXXX/XX/XXXXXXXX / XXXX Payment was provided for closing to Mortgage Connect, a title company, in the amount of {$12000.00} on XX/XX/XXXX. \n\nOn XX/XX/XXXX, i received an email from XXXX XXXX XXXX XXXX Mortgage XXXX, stating that there was a balance of {$580.00} required to complete the payoff. The balance was reportedly due to HOI and taxes being paid through escrow. However, these payments were distributed on XX/XX/XXXX and XX/XX/XXXX, respectively, and were known prior to the closing costs. I have reached out to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and Freedom Mortgage. However, no one has been able to clarify why these additional costs were assessed weeks after the date of closing, despite having no changes to the escrow after the closing disclosure was provided. \n\nIn addition to reaching out on XX/XX/XXXX at XXXX, I was informed by Mortgage XXXX that additional costs would accumulate at {$64.00} per day starting XX/XX/XXXX until this unexpected {$580.00} balance was paid. However, XXXX was not available when i called Mortgage Connect to ask clarifying questions about the costs, Better Mortgage was unable to explain the unexpected cost, and XXXX Mortgage was also unable to provide an explanation. \n\nI paid the balance of {$580.00} on XX/XX/XXXX to XXXX Mortgage, and notified Mortgage XXXX and XXXX XXXX. However, I have not received confirmation that the balances have been applied as of this writing. \n\nGiven the misleading closing disclosure provided by Better Mortgage, and practices of requesting additional funds beyond what was disclosed 2 weeks after closing without explanation ( after my window to cancel the refinance application with them had expired ), with penalties being assessed starting the following day, I am requesting reimbursement of {$580.00} and an apology from Better Mortgage for their misleading practices.","date_sent_to_company":"2026-04-21T01:56:36.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"60614","tags":null,"has_narrative":true,"complaint_id":"21423824","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Better Mortgage, Inc.","date_received":"2026-04-21T01:35:25.000Z","state":"IL","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["I established a refinance loan application with Better <em>Mortgage</em> through XXXX XXXX. After my application was accepted, I was provide a <em>closing</em> clost estimate, and then a final <em>closing</em> cost disclosure for loanXX/XX/XXXXXXXX for a 15 year <em>mortgage</em>."],"product":["<em>Mortgage</em>"],"company":["Better <em>Mortgage</em>, Inc."],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.251507,"21423824"]},{"_index":"complaint-public-v1","_id":"2892885","_score":12.250717,"_source":{"product":"Mortgage","complaint_what_happened":"Our mortgage company, Mortgage Capital Associates, delayed closing on our home loan due to negligence and sheer ineptitude. My wife and I were scheduled to close Monday, XX/XX/XXXX. We had an appointment scheduled for XXXX and our loan officer and her manager were not ready to close what-so-ever and had not correctly prepared Closing Documents by the date required to close. This delay caused loss of income to my wife and I, since we were unable to report to work. They rescheduled to close early in the morning, XX/XX/XXXX. However, Mortgage Capital Associates had still failed to furnish documents to our title company due to, once again, sheer negligence and ineptitude. Serious delays to our closing cost our family time and money. Mortgage Capital Associates has no business furnishing capital to anyone. They are unprofessional, incapable, and most importantly, in breech of contract. I would like to advise the Consumer Finance Protection Bureau, as well as the general public, of their unfair business practices regarding my mortgage.","date_sent_to_company":"2018-05-01T21:53:39.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"75070","tags":null,"has_narrative":true,"complaint_id":"2892885","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"MORTGAGE CAPITAL ASSOCIATES, INC.","date_received":"2018-05-01T21:36:33.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Our <em>mortgage</em> company, <em>Mortgage</em> Capital Associates, delayed <em>closing</em> on our home loan due to negligence and sheer ineptitude. My wife and I were scheduled to <em>close</em> Monday, XX/XX/XXXX. We had an appointment scheduled for XXXX and our loan officer and her manager were not ready to <em>close</em> what-so-ever and had not correctly prepared <em>Closing</em> Documents by the date required to <em>close</em>. This delay caused loss of income to my wife and I, since we were unable to report to work."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["<em>MORTGAGE</em> CAPITAL ASSOCIATES, INC."],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.250717,"2892885"]},{"_index":"complaint-public-v1","_id":"18873374","_score":12.244936,"_source":{"product":"Mortgage","complaint_what_happened":"Company : Freedom Mortgage Product : Mortgage refinance Property location : Tennessee I am filing this complaint regarding Freedom Mortgages handling of my refinance application, which involved repeated disclosure errors, misrepresentation of loan costs, a failed scheduled closing, refusal to provide a payoff statement, inaccurate statements regarding credit inquiries, and resulting financial and credit harm. \n\nIn XX/XX/XXXX, I spoke by phone with Freedom Mortgage representative XXXX XXXX, who explicitly represented that this refinance would be a {$0.00} cost loan. During that conversation, and repeatedly afterward both verbally and in writing, I clearly stated that under no circumstances did I want any fees added to my loan balance. I expressly told Freedom Mortgage that if there were any fees associated with the refinance, I would bring cash to closing instead.\n\nFreedom Mortgage later included fees associated with the refinance by rolling them into the principal balance of the loan, contrary to what was represented. These fees were not transparently disclosed as being added to my loan balance and were effectively hidden within the loan structure. This directly contradicts the {$0.00} cost representation made by Freedom Mortgage and ultimately my repeated instructions that fees were not to be financed.\n\nMy refinance application then extended for nearly three months and was repeatedly delayed due to incorrect loan figures provided by Freedom Mortgage.\nDespite numerous communications, the lender failed to provide a clear explanation for these discrepancies. A closing was ultimately scheduled for XX/XX/XXXX. \n\nOn XX/XX/XXXX, at XXXXXXXX XXXX I was verbally informed that my loan amount would be {$190000.00} and that my required cash to close would be {$730.00}. However, I was never provided Closing Disclosures for review or acknowledgment prior to the scheduled closing. The title company/closing agent did not receive the Closing Disclosures until approximately XXXXXXXX XXXX on XX/XX/XXXX, the day of the scheduled closing. The documents presented at closing contained materially different figures than those previously represented to me on XX/XX/XXXX, and the closing could not proceed. The closing agent had not been provided with any point of contact or contact information for the lender and could not reach out to attempt a correction.\n\nBecause the closing failed due to Freedom Mortgages errors, my rate lock expired on XX/XX/XXXX. I was forced to remain in my existing higher-interest loan and incurred additional interest that would not have accrued had the refinance closed as scheduled. I was also forced to pursue financing with a new lender, resulting in an additional hard credit inquiry and a documented credit score decline of approximately 30 points.\n\nAfter the failed closing, I requested escalation and resolution. Freedom Mortgage did not provide timely or meaningful responses. In subsequent written communication, a Freedom Mortgage representative denied that Freedom Mortgage performed a hard credit inquiry on my credit report. This statement is incorrect. Freedom Mortgage did perform a hard inquiry on my credit report, for which I have documentation. The second inquiry occurred only because Freedom Mortgages failure to close forced me to seek a new lender.\n\nAdditionally, Freedom Mortgage refused to provide a payoff statement to my new lender when requested, despite my having provided a signed authorization expressly permitting the release of payoff information. This refusal further delayed my refinance and caused additional financial harm. I believe this refusal violates servicing obligations under Regulation X.\n\nDespite my explicit verbal request to XXXX XXXX that the application be canceled on XX/XX/XXXX at XXXX XXXX XXXX Freedom Mortgage has left the application open and unresolved. The continued existence of this open application has created confusion, prolonged the dispute, and further demonstrates Freedom Mortgages failure to properly service and close out the transaction.\n\nAdditionally, after receiving verbal and written confirmation from Freedom Mortgage on XX/XX/XXXX that my ACH payments had been canceled per my request, my bank account was debited {$910.00} on XX/XX/XXXX. When I contacted Freedom Mortgage about this issue, I was told there was nothing they could do. I had to dispute this charge with my bank in order to get have the funds returned. \n\nFreedom Mortgages conduct reflects misrepresentation of loan costs, failure to provide accurate and timely disclosures, failure to comply with required closing and servicing timelines, inaccurate statements regarding credit inquiries, refusal to provide payoff information after authorization, and failure to properly cancel an application upon request. These actions caused direct financial loss, credit damage, and ongoing emotional and financial harm.\n\nI am requesting that the CFPB review Freedom Mortgages disclosure practices, representations regarding loan costs, servicing conduct, refusal to provide payoff information, handling of credit inquiries, and failure to properly resolve and close my application.","date_sent_to_company":"2026-01-20T22:21:28.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"377XX","tags":null,"has_narrative":true,"complaint_id":"18873374","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2026-01-20T21:57:31.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Loan estimate or other related disclosures"},"highlight":{"complaint_what_happened":["After the failed <em>closing</em>, I requested escalation and resolution. Freedom <em>Mortgage</em> did not provide timely or meaningful responses. In subsequent written communication, a Freedom <em>Mortgage</em> representative denied that Freedom <em>Mortgage</em> performed a hard credit inquiry on my credit report. This statement is incorrect. Freedom <em>Mortgage</em> did perform a hard inquiry on my credit report, for which I have documentation."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.244936,"18873374"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":37629,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":29878},{"key":0,"key_as_string":"false","doc_count":7751}]}},"product":{"doc_count":29878,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":24210,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":11558},{"key":"FHA mortgage","doc_count":4494},{"key":"VA mortgage","doc_count":2609},{"key":"Conventional 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