{"took":241,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":480,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5213670","_score":29.525505,"_source":{"product":"Mortgage","complaint_what_happened":"Hi, the problem with this mortgage services is that even paying the mortgage, also the home Insurance, the mortgage company refused to pay the damages on the house caused for a water leak, this incident is already reported to the XXXXXXXX city water services and the water service is cut off. Mortgage XXXX # XXXX. \nThe water leak was reported on the first week of XX/XX/2022, the incident was reported to the water services and Carringtonm mortgage services LLC.\n\nI WILL NOT RECOMED THIS MORTGAGE COMPANY SERVICES FOR FUTURE HOME BUYERS.","date_sent_to_company":"2022-02-25T16:27:30.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"752XX","tags":"Older American","has_narrative":true,"complaint_id":"5213670","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2022-02-12T00:17:43.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Hi, the problem with this <em>mortgage</em> services is that <em>even</em> <em>paying</em> the <em>mortgage</em>, <em>also</em> the <em>home</em> <em>Insurance</em>, the <em>mortgage</em> company <em>refused</em> to <em>pay</em> the damages on the house caused for a water leak, this incident is already reported to the XXXXXXXX city water services and the water service is cut off. <em>Mortgage</em> XXXX # XXXX. \nThe water leak was reported on the first week of XX/XX/2022, the incident was reported to the water services and Carringtonm <em>mortgage</em> services LLC."],"product":["<em>Mortgage</em>"],"company":["CARRINGTON <em>MORTGAGE</em> SERVICES, LLC"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[29.525505,"5213670"]},{"_index":"complaint-public-v1","_id":"12848413","_score":27.552336,"_source":{"product":"Mortgage","complaint_what_happened":"Our mortgage lender is Newrez LLC. We refinanced with them back in XXXX of XXXXwe were set up at our previous lender to pay into our escrow account for both our home insurance premium, and our taxes. In late XXXX our home insurance company reached out to us to let us know Newrez was refusing to pay the insurance premium. I have been trying to get this issue remedied since XXXX of XXXX, but Newrez is stating although we are paying in to our Escrow account for both taxes and escrow, we did not sign a \" certain paper '' at closing that indicated we wanted our insurance escrowed. They told me I need to submit a request to have our insurance set up for escrow in the \" back end '' of their system, which I did in XXXX of XXXX. They are refusing to communicate since, and have stated my request is in \" review ''. I have had to make monthly payments out to our insurance company so our home insurance does not lapse, as Newrez is also sending us threatening letters in the mail stating that they will obtain new home insurance for us that will drive up the cost of our mortgage if we let our covereage lapse, but they REFUSE to pay it for us even though the moneys in escrow. At this point, they have stolen thousands of dollars from us by charging us insurance costs monthly in our escrow balance, but then not paying our XXXX XXXX home insurance with this money. \n\nThis is all documented ( or so they say ), under case # XXXX. We have spoken specifically to a XXXX and a XXXX XXXX. \n\nEvery time we call in for help, we are transferred around and around and the calls end up being hours long where nothing gets done. Please please help us.","date_sent_to_company":"2025-04-06T14:57:23.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"042XX","tags":"Servicemember","has_narrative":true,"complaint_id":"12848413","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-04-06T14:41:51.000Z","state":"ME","company_public_response":"Company believes complaint represents an opportunity for improvement to better serve consumers","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["I have had to make monthly payments out to our <em>insurance</em> company so our <em>home</em> <em>insurance</em> does not lapse, as Newrez is <em>also</em> sending us threatening letters in the mail stating that they will obtain new <em>home</em> <em>insurance</em> for us that will drive up the cost of our <em>mortgage</em> if we let our covereage lapse, but they <em>REFUSE</em> to <em>pay</em> it for us <em>even</em> though the moneys in escrow."],"product":["<em>Mortgage</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[27.552336,"12848413"]},{"_index":"complaint-public-v1","_id":"4903504","_score":27.184235,"_source":{"product":"Mortgage","complaint_what_happened":"I had some XXXX  XXXX  and my family member also got sick with XXXX  XXXX.. I asked if we could a deferment. The mortgage company told me I could go 6 months to a year with no problem that the president signed a program to help families with XXXX  XXXX and its no problem. They called it a forbearance. I was so delighted they would work with me. Since the beginning they have harrased me. I'm XXXX XXXX XXXX veteran and my income is XXXX from the VA and XXXX. Now my home owners insurance was included in my payment. I changed insurance companies back in XXXX. Shortly after that the insurance company XXXX explained they are not being paid by my mortgage company. It was set up at closing to be paid by the mortgage companies. A manager helped me with a 3 way call. The mortgage company has been refusing to pay and put forced place insurance in my home. Even though I found out there is an overage in my escrow account the mortgage company told me they don't set up escrow to pay insurance only taxes. They told XXXX they will now pay them as of yet I have been paying my homeowner insurance as they have still lied over and over about paying it. They collected it though. I don't want to lose my house but I'm getting to the end of my rope with this mortgage company.","date_sent_to_company":"2021-11-12T06:08:48.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"986XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4903504","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2021-11-12T05:39:24.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Now my <em>home</em> owners <em>insurance</em> was included in my payment. I changed <em>insurance</em> companies back in XXXX. Shortly after that the <em>insurance</em> company XXXX explained they are not being paid by my <em>mortgage</em> company. It was set up at closing to be paid by the <em>mortgage</em> companies. A manager helped me with a 3 way call. The <em>mortgage</em> company has been <em>refusing</em> to <em>pay</em> and put forced place <em>insurance</em> in my <em>home</em>."],"product":["<em>Mortgage</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[27.184235,"4903504"]},{"_index":"complaint-public-v1","_id":"6938595","_score":26.77405,"_source":{"product":"Mortgage","complaint_what_happened":"Mortage company will not stop ignoring me. \nWas forced into a bankrupcty that should never have happened in XXXX due to false billing. \nThey refuse to answer any and all questions relating to the bankruptcy. But I am not calling to discuss the bankruptcy. \n\nI want to know why they refuse to pay my property insurance. It is incluoded in the monthly mortage payments. \n\nMy home insurance defaulted and I had to pay it out of pocket. I cant ask them why since they refuse to answer any questions saying I need a 3rd party lawyer to contact them. \n\nAgain I am not calling them in regards to the bankruptcy and they keep hiding behind that excuse. \nI am calling about the mortgage. \n\nThe bankruptcy lawyers do nothing or s ay they dont believe me. \n\nI have the phone calls on recording leading up to my insuarnce being defualted due to the mortgage lender. \n\nBeen ignoring me on this situation since XX/XX/XXXX. \n\nThis is one of dozens of examples of harrassment Ive had to go through due to the mortageg lender either lying about information or simply black listing me and refusing to answer any questions due to there own actions, Mortage company also stated they can remove any money owed to me every 90 to 60 days. \nWhy would they even say that? \nIts there responsiblility to pay the home insurance. \n\nThey are trying to sabotage my home loan. \n\nThe forced bankruptcy was due to them lying as well and false billing me.","date_sent_to_company":"2023-05-08T10:41:01.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"23513","tags":"Servicemember","has_narrative":true,"complaint_id":"6938595","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Aspen Yo LLC","date_received":"2023-05-08T10:18:53.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is one of dozens of examples of harrassment Ive had to go through due to the mortageg lender either lying about information or simply black listing me and <em>refusing</em> to answer any questions due to there own actions, Mortage company <em>also</em> stated they can remove any money owed to me every 90 to 60 days. \nWhy would they <em>even</em> say that? \nIts there responsiblility to <em>pay</em> the <em>home</em> <em>insurance</em>. \n\nThey are trying to sabotage my <em>home</em> loan."],"product":["<em>Mortgage</em>"],"issue":["Struggling to <em>pay</em> <em>mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[26.77405,"6938595"]},{"_index":"complaint-public-v1","_id":"3060314","_score":26.737015,"_source":{"product":"Mortgage","complaint_what_happened":"My home was damaged by a massive tornado and hail in XXXX. I have been very sick and out of work since XX/XX/XXXX. I used my mortgage payments to pay for removal of massive trees that were uprooted and thrown on my home due to safety concerns along with repairs to deck railings. The insurance company sent funds to mortgage company and mortgage company will not pay my arrearages nor will they return my funds to me to pay them. They keep giving me different stories and holding my funds. There are still Thousands of dollars in repairs to be done, but contractors will not even come out for estimates now because they know they will not get paid and they cant afford to wait 6 months for their money either. This is fraud on part of the mortgage and insurance company. \n\nCaliber loss draft department XXXX XXXX XXXX XXXX, oh. XXXX XXXX The insurance company also sent another check that I refuse to endorse, because my ex husband is no longer on the deed. They already put a stop payment on it. {$1700.00}. They want we to send it back to them????? \nXXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2018-10-30T12:16:39.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"305XX","tags":null,"has_narrative":true,"complaint_id":"3060314","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Caliber Home Loans, Inc.","date_received":"2018-10-30T10:39:29.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My <em>home</em> was damaged by a massive tornado and hail in XXXX. I have been very sick and out of work since XX/XX/XXXX. I used my <em>mortgage</em> payments to <em>pay</em> for removal of massive trees that were uprooted and thrown on my <em>home</em> due to safety concerns along with repairs to deck railings. The <em>insurance</em> company sent funds to <em>mortgage</em> company and <em>mortgage</em> company will not <em>pay</em> my arrearages nor will they return my funds to me to <em>pay</em> them. They keep giving me different stories and holding my funds."],"product":["<em>Mortgage</em>"],"issue":["Struggling to <em>pay</em> <em>mortgage</em>"],"company":["Caliber <em>Home</em> Loans, Inc."],"sub_product":["FHA <em>mortgage</em>"]},"sort":[26.737015,"3060314"]},{"_index":"complaint-public-v1","_id":"15233058","_score":26.709873,"_source":{"product":"Mortgage","complaint_what_happened":"I have requested multiple times to remove the mortgage insurance from my mortgage as I have more than 20 % equity. The latest occurrences was in XXXX and XX/XX/year>2025. I have messages and voicemails from them wanting to give me cash out for the equity in my home but they refuse to remove the mortgage insurance. I have even sent them documentation of the equity in my home. My loan balance is {$170000.00}. The estimated home value is over $ XXXX. My loan number with them is XXXX. I have been billed monthly for {$66.00} for mortgage insurance that I'm not required to pay due to the equity in my home. After numerous attempts to ask them to remove this and them ignoring me, I'm now opening this complaint to have this removed and all the overpayments refunded to me. I also am requesting they stop contacting me for a loan. They have also called trying to persuade me to cash out the equity and refinance my mortgage balance into a higher interest rate. When I told them I wasn't interested in doing that as why would I pay a higher interest rate, their response was that alot of people do this and then refinance when rates come down. I'm in finance as a living so I know better, but if they are recommending people do this, this is bad advice. They should not be giving financial advice to people so they can make more money.","date_sent_to_company":"2025-08-12T16:43:04.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"15044","tags":null,"has_narrative":true,"complaint_id":"15233058","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2025-08-12T16:16:26.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Private mortgage insurance (PMI)"},"highlight":{"complaint_what_happened":["I have requested multiple times to remove the <em>mortgage</em> <em>insurance</em> from my <em>mortgage</em> as I have more than 20 % equity. The latest occurrences was in XXXX and XX/XX/year>2025. I have messages and voicemails from them wanting to give me cash out for the equity in my <em>home</em> but they <em>refuse</em> to remove the <em>mortgage</em> <em>insurance</em>. I have <em>even</em> sent them documentation of the equity in my <em>home</em>. My loan balance is {$170000.00}. The estimated <em>home</em> value is over $ XXXX. My loan number with them is XXXX."],"product":["<em>Mortgage</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"],"sub_issue":["Private <em>mortgage</em> <em>insurance</em> (PMI)"]},"sort":[26.709873,"15233058"]},{"_index":"complaint-public-v1","_id":"5306957","_score":26.4943,"_source":{"product":"Mortgage","complaint_what_happened":"We have our tax and home insurance escrowed with our mortgage company ( Ameris Bacnk ) so our monthly payment incudes mortgage, tax and insurance. In XXXX of this year, we received a notice from our home/auto insurance company that our policy was to be cancelled for lack of payment. Since we do not pay our home insurance directly we contacted our mortgage company to see what was going on. After hours on the phone they deferred us to the insurance company that makes payments for them. After more hours on the phone, we discovered our mortgage account was on hold, not from our lack of payment ( we have never missed a payment and pay extra every month ), but because the mortgage company was selling our mortgage to another. Thus, the paying insurance company said the could not make a payment while the account was on hold, even though they had the money to do so. We also discovered our account had been on hold since XX/XX/2021 and we were just now finding out about it. \n\nWe immediately contacted our insurance co. so they were aware of the situation. We were told that it should be cleared up within the week. Fast forward a month filled with hours upon hours of phone calls and transfers, the paying insurance co. still would not pay, nor refund our money so we could pay and so our home insurance was cancelled. Now, my home was no longer protected, but my auto insurance went up because we no longer had the \" bundle discount ''. \n\nAfter two more weeks the hold was finally released on our account. But now we had to set up a new policy with our insurance provider. We did only to find our home insurance costs were going up about $ XXXX now due to market increases. Regardless, we created the policy and the paying insurance co. finally paid. \n\nThen, Ameris Bank send us a letter telling us that since WE allowed our home insurance to elapse, WE had to carry hazard insurance now that would add and extra {$3000.00} a year to our payment. We obviously argued that our insurance would not elapsed if they had not put a hold on our account and not paid it with the money we had already given them. At this moment, they have reduced that {$3000.00} payment down to {$700.00}, but I refuse to pay it. They promptly threatened to send me to a collections agecy. Please be aware that in all of this we have still not missed a payment. We feel helpless and cheated.","date_sent_to_company":"2022-03-10T17:09:26.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"29678","tags":null,"has_narrative":true,"complaint_id":"5306957","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERIS BANCORP","date_received":"2022-03-10T14:17:09.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["After more hours on the phone, we discovered our <em>mortgage</em> account was on hold, not from our lack of payment ( we have never missed a payment and <em>pay</em> extra every month ), but because the <em>mortgage</em> company was selling our <em>mortgage</em> to another. Thus, the <em>paying</em> <em>insurance</em> company said the could not make a payment while the account was on hold, <em>even</em> though they had the money to do so. We <em>also</em> discovered our account had been on hold since XX/XX/2021 and we were just now finding out about it."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[26.4943,"5306957"]},{"_index":"complaint-public-v1","_id":"3657342","_score":25.987772,"_source":{"product":"Mortgage","complaint_what_happened":"Purchased this home in XXXX. Mortgage obtained from XXXX. Mortgage was based on principal and interest only, with taxes and insurance paid by me. \n\nAt some point, mortgage was purchased by Provident Funding. \n\nBeginning on XX/XX/XXXX, Provident is now requiring an escrow account, with the payment now being an additional {$360.00} in monthly escrow beyond the {$1000.00} payment per the terms of my loan. They have refused to accept the correct payment of {$1000.00}, and will not accept any payment that does not include the additional escrow. \n\nThey also falsely state on my account information that they purchased the XXXX flood insurance. I have attached copies of the flood insurance declarations page as well as my payment receipt, as well as the information and receipts for the homeowners and flood insurance, and taxes. Thus, I have met the requirements of the loan. \n\nI have also included a page from when the loan originated, stating that there is no escrow account. \n\nI incurred a charge of {$18.00}, which per the terms of the loan I am required to pay. However, instead of billing me for this amount, or even giving me the option to pay it, they have instead raised my monthly payment {$360.00}, or approximately {$4400.00} annually. \n\nI sent them a letter on XX/XX/XXXX disputing their changing the terms of the loan, but they have refused to revert back to the agreed upon payment.","date_sent_to_company":"2020-05-18T18:58:05.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"77024","tags":null,"has_narrative":true,"complaint_id":"3657342","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PROVIDENT FUNDING ASSOCIATES","date_received":"2020-05-18T18:24:25.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["I have <em>also</em> included a page from when the loan originated, stating that there is no escrow account. \n\nI incurred a charge of {$18.00}, which per the terms of the loan I am required to <em>pay</em>. However, instead of billing me for this amount, or <em>even</em> giving me the option to <em>pay</em> it, they have instead raised my monthly payment {$360.00}, or approximately {$4400.00} annually."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[25.987772,"3657342"]},{"_index":"complaint-public-v1","_id":"17816134","_score":25.961803,"_source":{"product":"Mortgage","complaint_what_happened":"I called M & T bank MULTIPLE TIMES from Customer services, supervisors and management they ALL admitted theres more than {$1500.00} escrow over but all refused to release. I recently lost my job and have another in XXXX. I need the funds to pay my mortgage so I dont miss a payment they refused and kept telling me they will do it end of XXXX when they are ready even though lots of things change. Home taxes went down, home owners insurance also. My attorney advised report them they are suppose to do escrow analysis when you request it. I just need my money I paid to pay next payment and eat this XXXX. Thanks.","date_sent_to_company":"2025-12-08T01:04:36.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"78228","tags":null,"has_narrative":true,"complaint_id":"17816134","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"M&T BANK CORPORATION","date_received":"2025-12-08T00:49:51.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I called M & T bank MULTIPLE TIMES from Customer services, supervisors and management they ALL admitted theres more than {$1500.00} escrow over but all <em>refused</em> to release. I recently lost my job and have another in XXXX. I need the funds to <em>pay</em> my <em>mortgage</em> so I dont miss a payment they <em>refused</em> and kept telling me they will do it end of XXXX when they are ready <em>even</em> though lots of things change. <em>Home</em> taxes went down, <em>home</em> owners <em>insurance</em> <em>also</em>."],"product":["<em>Mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["Escrow, taxes, or <em>insurance</em>"]},"sort":[25.961803,"17816134"]},{"_index":"complaint-public-v1","_id":"3970954","_score":25.465202,"_source":{"product":"Mortgage","complaint_what_happened":"From the first month our mortgage was bought by Town Mortgage we have had multiple issues. Those include : taking off of auto pay without knowledge, if you go to make a payment it takes days, when you call the phone hangs up, or you will be on hold for hours. I have sat on the phone with my wife to witness that we are the phone for 2 hours plus attempting to pay. They will transfer to the department and the call drops. I have also received no correspondence via mail or email. They will call at times and leave no voicemail. This is an impossible company to even talk too. My biggest issue is 2 major fraud issues. I have written documentation of both of them. The first was in XXXX of 2018. I had noticed the payment was sent back to me. When I called them Town Mortgage stated that I requested the return. When I called and stated that I did no such thing. Town Mortgage then stated that \" It was actually your Credit Union sent us a letter to return payment. '' I contacted my credit union and they also stated no such thing. I asked them to do an investigation into the account which they sent an official and notarized form that no such thing had occurred. Town Mortgage stated they had the form from my bank, and sent it to me. I sent that to the bank and they stated that is not a form they have ever used, and the form was clearly made on XXXX with no letter head, no explanation and is clearly false and my bank verified it was false. This is a common practice with town mortgage. At the time I had the bank check, Town Mortgage had stated this has happened 4 times. My bank verified with their investigations department there was not one time. \n\nThe other form of fraud was that also in 2018 they refused to pay the escrow amount that is supposed to cover taxes and home insurance. It was built into the loan and to this day they refuse to tell me what happened to this money. I had to pay additional taxes and home insurance. I had my insurance broker attempt to contact them about this money and escrow policy. They also refused to talk to him or explain where the money is. I also have a certified letter from the broker stating in 30 years he has never seen this, or dealt with a company that was very easily hiding money or altering a federal loan, and refused to communicate with. So they take escrow money refuse to talk about it, and they send payments back and falsify your own bank documents to try to get you to pay late fees. This type of practice needs to be investigated on a large scale. i was also contacted by an employee via email that stated everything that has happened is true.","date_sent_to_company":"2020-12-04T20:24:31.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"84015","tags":null,"has_narrative":true,"complaint_id":"3970954","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TOWNE MORTGAGE COMPANY","date_received":"2020-11-23T17:15:25.000Z","state":"UT","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["This is a common practice with town <em>mortgage</em>. At the time I had the bank check, Town <em>Mortgage</em> had stated this has happened 4 times. My bank verified with their investigations department there was not one time. \n\nThe other form of fraud was that <em>also</em> in 2018 they <em>refused</em> to <em>pay</em> the escrow amount that is supposed to cover taxes and <em>home</em> <em>insurance</em>. It was built into the loan and to this day they <em>refuse</em> to tell me what happened to this money. I had to <em>pay</em> additional taxes and <em>home</em> <em>insurance</em>."],"product":["<em>Mortgage</em>"],"company":["TOWNE <em>MORTGAGE</em> COMPANY"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[25.465202,"3970954"]},{"_index":"complaint-public-v1","_id":"3662528","_score":25.441101,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/2020, a major hail storm severely damaged our home. An insurance claim was filed that night. The Adjuster came to inspect the home on XX/XX/XXXX. He sent us the report on XX/XX/XXXX. We received the check that weekend. \n\nThe following week, we contacted Movement Mortgage, asking them to endorse the check, as their name was also on it. They refused to endorse it. They verbally told us the insurance company could write a new check just to the homeowners, but they would not put this in writing, so the insurance company could not do anything. \n\nOne of Movement Mortgages managers called us and instead of speaking to us professionally, was incredibly rude and spoke down to us. He ended up hanging up the phone on us. \n\nThe next Monday, we called Movement Mortgages Regional Director, but instead of calling us back himself, he had another Manager call us. He still refused to sign the check and claimed he couldnt because it was over $ XXXX. He couldnt give a reason other than its policy. \n\nHe kept pushing it off on to XXXX, who was set to take over the servicing of the loan. While he did pay for the check to be overnighted to XXXX, we are no closer to having our house repaired. \n\nOur house has been sitting with holes in it for 2.5 weeks, and XXXX is now saying it will be a total of 3.5 weeks before they even know if their Processing Department has the check ( that we overnighted ). XXXX refuses to expedite the process. \n\nMeanwhile, our house continues to sit without repairs being done even though our contractor is ready.","date_sent_to_company":"2020-05-21T18:15:34.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"293XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3662528","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Movement Mortgage LLC","date_received":"2020-05-21T17:51:58.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/2020, a major hail storm severely damaged our <em>home</em>. An <em>insurance</em> claim was filed that night. The Adjuster came to inspect the <em>home</em> on XX/XX/XXXX. He sent us the report on XX/XX/XXXX. We received the check that weekend. \n\nThe following week, we contacted Movement <em>Mortgage</em>, asking them to endorse the check, as their name was <em>also</em> on it. They <em>refused</em> to endorse it."],"product":["<em>Mortgage</em>"],"company":["Movement <em>Mortgage</em> LLC"],"sub_product":["VA <em>mortgage</em>"]},"sort":[25.441101,"3662528"]},{"_index":"complaint-public-v1","_id":"1849640","_score":24.7047,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage company foreclosed on my home while I was in the modification process. I received confirmation they received my paperwork for review and then I was foreclosed on 6 weeks later. I later found out that my mortgage company Nationstar purchased my home via a third party. I had planned on giving all the info to the courts on my status hearing date of XXXX/XXXX/2016 and when I got back into the country ( my mother was ill I was in the XXXX taking care of her since XXXX ). I found that my status conference had been cancelled. I also found out that my same mortgage company was involved in illegal insurance scams and as a matter of course I had a flood in my basement which my insurance ( given to me by my mortgage company ) refused to pay for mold damage of several thousand dollars, I in fact have yet to receive even any monies for the burst pipes and broken window that occurred when the water hit the window and broke it. Nationstar is a predatory lender and should be put out of commission.","date_sent_to_company":"2016-03-25T20:22:16.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional fixed mortgage","zip_code":"21702","tags":null,"has_narrative":true,"complaint_id":"1849640","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2016-03-25T20:22:15.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>also</em> found out that my same <em>mortgage</em> company was involved in illegal <em>insurance</em> scams and as a matter of course I had a flood in my basement which my <em>insurance</em> ( given to me by my <em>mortgage</em> company ) <em>refused</em> to <em>pay</em> for mold damage of several thousand dollars, I in fact have yet to receive <em>even</em> any monies for the burst pipes and broken window that occurred when the water hit the window and broke it. Nationstar is a predatory lender and should be put out of commission."],"product":["<em>Mortgage</em>"],"company":["NATIONSTAR <em>MORTGAGE</em> LLC"],"sub_product":["Conventional fixed <em>mortgage</em>"]},"sort":[24.7047,"1849640"]},{"_index":"complaint-public-v1","_id":"15070425","_score":24.632612,"_source":{"product":"Mortgage","complaint_what_happened":"I have a mortgage with Penny Mac on one property ( XXXX  XXXX XXXX ) and insurance on that property is through XXXX XXXX XXXX. Each month I remit payment and part of it goes to escrow. I purchased a different home ( XXXX XXXX XXXX ) on XX/XX/XXXX using a different mortgage company and XXXX XXXXXXXX XXXX XXXXXXXX. So Penny Mac should not in any way be involved in this transaction. Some time near XX/XX/XXXX ( I don't recall the exact date ), I received a call from Penny Mac stating they had somehow received the policy for my new property on XXXX XXXX XXXX and paid it using my escrow funds for the XXXX  XXXX XXXX home. Now my escrow account is short and they won't put the money back. They never should have received the policy ( they state the XXXX XXXX sent it to them and they just blindly paid it assuming it was for my XXXX XXXX XXXX home that I do mortgage with them. Although they admit they erroneously paid it, they refuse to put the money back. I've requested the insurance company pay back Penny Mac but they refuse and Penny Mac says they won't do anything about it. I've called multiple times and am always told to take it up with my insurance company but the insurance company states to take it up with Penny Mac. All I know is Penny Mac never should have paid it, so why they refuse to put the money back is frustrating. I'm attaching my loan activity with Penny Mac that shows where they have now paid for two policies in the last two months, and one is not even for my property I mortgage with them! Also combined in that document is my XXXX XXXX insur policy, clearly showing the property insured is not the same as the mortgaged property.","date_sent_to_company":"2025-08-04T21:22:34.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"731XX","tags":null,"has_narrative":true,"complaint_id":"15070425","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2025-08-04T20:28:04.000Z","state":"OK","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Although they admit they erroneously paid it, they <em>refuse</em> to put the money back. I've requested the <em>insurance</em> company <em>pay</em> back Penny Mac but they <em>refuse</em> and Penny Mac says they won't do anything about it. I've called multiple times and am always told to take it up with my <em>insurance</em> company but the <em>insurance</em> company states to take it up with Penny Mac. All I know is Penny Mac never should have paid it, so why they <em>refuse</em> to put the money back is frustrating."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"],"sub_issue":["Escrow, taxes, or <em>insurance</em>"]},"sort":[24.632612,"15070425"]},{"_index":"complaint-public-v1","_id":"2755589","_score":24.581314,"_source":{"product":"Mortgage","complaint_what_happened":"Dear Sir or Madam, Im contacting you to request assistance with the release of funds paid by my flood insurance carrier to repair damages to my home from a flood in XXXX 2016. My home at - Louisiana was severely damaged by flooding. I do have an existing mortgage held by Specialized Loan Servicing ( loan # ) that are holding funds needed to repair the home.The mortgage company has required the funds to be managed by XXXX. I have had continued resistance with the service and now after a year and four months they have halted disbursement of any funds again with another excuse.I find it frustrating to get a different story on wether they will issue funds every time I call. \nXXXX issued two checks totaling roughly 23,000 in XXXX for materials and work done.They now say they dont have the adjusters reports to match the amount of money they are holding. They state the report they have is for XXXX but the checks total XXXX. They will not issue any funds even though I have provided the required documentation and receipts for material and labor.They also refuse to advance any funds to me unless I finance the materials and or labor first. \nThere seems to be every effort to force me into further hardship if not default. I have just been notified that FEMA is requiring we vacate the temporary housing they placed on the property and now Im getting further resistance on funds paid to repair my home. I do not understand how the home owner is denied any right to funds paid by insurance the home owner pays for. I have been asked to finance the rebuilding of a home when the mortgage company sits on the insurance money. \nI dont expect the mortgage company to release the entire insurance check. I do think however it is reasonable to issue a portion of the funds that can be accounted for with receipts as used.As it stands I now have a material provider that has provided all documents including lien waivers but has not been paid by the mortgage company. They are willing and able to file liens for said materials. Ironically the mortgage refused to issue funds to anyone without lien waiver and its the mortgage company defaulting on payment. \nAs it stands now I feel I will need legal representation if I am to repair my home. I have included the initial letter I wrote to my mortgage company last XXXX as well as documentation they have as per their website.Thank you for any assistance you may give in this matter. \n\n\n\nThankyou, XXXX","date_sent_to_company":"2017-12-15T07:02:39.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"707XX","tags":null,"has_narrative":true,"complaint_id":"2755589","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2017-12-15T00:45:58.000Z","state":"LA","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 do not understand how the <em>home</em> owner is denied any right to funds paid by <em>insurance</em> the <em>home</em> owner <em>pays</em> for. I have been asked to finance the rebuilding of a <em>home</em> when the <em>mortgage</em> company sits on the <em>insurance</em> money. \nI dont expect the <em>mortgage</em> company to release the entire <em>insurance</em> check."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[24.581314,"2755589"]},{"_index":"complaint-public-v1","_id":"9129500","_score":24.473362,"_source":{"product":"Mortgage","complaint_what_happened":"I have received a letter from Mr. Cooper claiming I did not purchase home insurance. I purchased my insurance in XXXX and the payment needs to come out of my escrow. My insurance company has yet to be paid even though I sent them proof of insurance. \n\nMr. Cooper has tons of phone numbers on their letters/website/statements but NO LIVE PERSON will ever answer the phone. They are trying to force me to pay for ANOTHER insurance policy claiming I don't have XXXX which is untrue. \n\nI also tried chatting with them online but you can do it because there is nowhere in the chat session to actually type information. Its like they are purposely not wanting to speak to any of their customers. \n\nIts not o.k. that I can't speak to a live person at my mortgage company. I have heard horrible things about this company and I know there have been class action lawsuits as well. My mortgage was sold to them by XXXX XXXX so I am stuck with them for now. \n\nI want to know why they refuse to speak to me on phone or chat and what your agency can do to force them to allow their customers access to LIVE PEOPLE In the XXXX years I have owned various homes I have never experienced such a stressful and unprofessional situation.","date_sent_to_company":"2024-05-29T14:16:01.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"60076","tags":null,"has_narrative":true,"complaint_id":"9129500","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2024-05-29T14:06:49.000Z","state":"IL","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["Cooper claiming I did not purchase <em>home</em> <em>insurance</em>. I purchased my <em>insurance</em> in XXXX and the payment needs to come out of my escrow. My <em>insurance</em> company has yet to be paid <em>even</em> though I sent them proof of <em>insurance</em>. \n\nMr. Cooper has tons of phone numbers on their letters/website/statements but NO LIVE PERSON will ever answer the phone. They are trying to force me to <em>pay</em> for ANOTHER <em>insurance</em> policy claiming I don't have XXXX which is untrue."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[24.473362,"9129500"]},{"_index":"complaint-public-v1","_id":"16053364","_score":24.437672,"_source":{"product":"Mortgage","complaint_what_happened":"Our mortgage servicer, HomeLoanServ, has made the same significant error with our escrow account for two consecutive years. This has resulted in the improper withholding of our funds, an incorrect increase to our monthly payment, and ongoing financial distress. \n\nIn XX/XX/XXXX, we switched our homeowner 's insurance from a builder-provided XXXX policy to XXXX XXXX . HomeLoanServ was notified of this change. \n\nDespite this notification, HomeLoanServ erroneously paid the policy renewal to XXXX in both XX/XX/XXXX and XX/XX/XXXX. The XXXX error resulted in our annual surplus refund check being shorted by {$930.00}, and we also never received the prorated refund we were due from the initial policy cancellation. \n\nThe more recent XXXX error created a {$1400.00} artificial shortage, causing our monthly mortgage payment to increase from {$2700.00} to {$2900.00}, effective XX/XX/XXXX. \n\nWe have contacted HomeLoanServ multiple times. On XX/XX/XXXX, their representative acknowledged the XXXX error in writing but explicitly refused to apply a temporary credit to correct our monthly payment. \n\nTo compound these errors, the servicer also repeatedly sent us notices during this period threatening to \" force-place '' insurance due to a supposed lack of coverage, even while they were paying for two policies.\n\nHomeLoanServ received our formal 'Notice of Error ' via USPS Certified Mail on XX/XX/XXXX, and still refused to provide an immediate remedy.","date_sent_to_company":"2025-09-19T17:47:21.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"754XX","tags":null,"has_narrative":true,"complaint_id":"16053364","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Idaho Housing And Finance Association","date_received":"2025-09-19T17:13:47.000Z","state":"TX","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["We have contacted <em>Home</em>LoanServ multiple times. On XX/XX/XXXX, their representative acknowledged the XXXX error in writing but explicitly <em>refused</em> to apply a temporary credit to correct our monthly payment. \n\nTo compound these errors, the servicer <em>also</em> repeatedly sent us notices during this period threatening to \" force-place '' <em>insurance</em> due to a supposed lack of coverage, <em>even</em> while they were <em>paying</em> for two policies."],"product":["<em>Mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["Escrow, taxes, or <em>insurance</em>"]},"sort":[24.437672,"16053364"]},{"_index":"complaint-public-v1","_id":"3606753","_score":24.406445,"_source":{"product":"Mortgage","complaint_what_happened":"I closed on a loan for my house in XXXX of 2006 with XXXX XXXX XXXX XXXX at {$650.00} a month ( 30 year variable ). I had also closed on a secondary mortgage for the property with XXXX XXXX  XXXX at {$210.00} a month ( 30 year fixed ) After settling a class action lawsuit for discriminatory higher lending rates to minorities ( I was recipient ) ; XXXX  XXXX eventually sold my loan to XXXX  XXXX XXXX. XXXX XXXX XXXX adjusted my monthly payment to the amount of {$650.00} and serviced my loan ; but eventually tried to coerce me into making an escrow payment for hazard insurance as well ( XXXX XXXX XXXX ). I refused to make the extra hazard property insurance payment, ( I already was paying it on my own to XXXX XXXX XXXX ) but I did continue to make the mortgage payments. \nA class action lawsuit was filed against XXXX  XXXX XXXX for the hazard insurance being forced upon many customers. XXXX  XXXX XXXX did settle the lawsuit based on terms that I myself did not endorse, and they made no effort to re-adjust my loan. XXXX   XXXX XXXX did sale my loan to Select Portfolio Services before the settlement payments were issued to the customers. Select Portfolio Services paid the lawsuit amount, but has only sought to collect certain amount of the unlawful hazard escrow, and has continually charged me late fees as well as excess high interest rates on my loan. I think it's because I refuse to pay on the bogus forced insurance and I only pay the mortgage amount. \nI have never fell behind 1 month on mortgage. I have payed off the secondary mortgage, and no longer owe XXXX XXXX  anything. I only owe the first mortgage now, but I am being coerced by many letters and phone calls and bad credit reports from Select Portfolio to extort excessive payment from me. My mortgage interest rates are already far too high above prime lending rates ( it's over 7.5 %! ) Yet they raised my mortgage payment to over {$700.00} a month now, and they also want me to pay that unnecessary insurance. \nSelect Portfolio Servicing has sabotaged my mortgage and has caused error on my credit rating with their unlawful activity. As of lately, I refuse to pay more than {$650.00} on my mortgage because I feel abused by this activity on my mortgage by Select Portfolio Services ... Again ; I have never fell behind, not even one month 's payment on any history of the home loan since it started in XX/XX/2006!","date_sent_to_company":"2020-04-15T06:19:06.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"48198","tags":null,"has_narrative":true,"complaint_id":"3606753","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2020-04-15T00:28:40.000Z","state":"MI","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":[") Yet they raised my <em>mortgage</em> payment to over {$700.00} a month now, and they <em>also</em> want me to <em>pay</em> that unnecessary <em>insurance</em>. \nSelect Portfolio Servicing has sabotaged my <em>mortgage</em> and has caused error on my credit rating with their unlawful activity. As of lately, I <em>refuse</em> to <em>pay</em> more than {$650.00} on my <em>mortgage</em> because I feel abused by this activity on my <em>mortgage</em> by Select Portfolio Services ..."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[24.406445,"3606753"]},{"_index":"complaint-public-v1","_id":"5248541","_score":24.385227,"_source":{"product":"Mortgage","complaint_what_happened":"Last year I was struggling to make payments due to a burdensome XXXX XXXX  obligation. My mortgage company sent a letter to my insurance company stating that the home was in foreclosure and that I no longer occupied it. Neither of these were true. This resulted in my insurance company cancelling my renewal and my mortgage company force placing insurance on the house. The insurance company asked for a letter stating that the home was no longer in foreclosure and the mortgage company refused, stating that they don't send out letters of that nature. They also denied sending the letter to my insurance company. ( See attachments ). In addition, the mortgage company makes paying the mortgage online so complex that I am rarely able to accomplish it. They do this by making you verify your phone number/computer/etc. by placing the code that they send you into the password area of the log-in. Of course, this means that you can't save your password. Even after they send one, the website is very confusing by dint of the phraseology they use. Do you want to \" continue '' or \" reset ''? I am a Certified Fraud Examiner and it is my belief that they do these things deliberately in order to a ) force you to make your payment over the phone ( {$15.00} charge ) b ) actively encourage late payments, in order to late charge fees AND keep you from re-financing somewhere else at a much cheaper interest rate. c ) They also reject your payment if you don't listen to the recording to the very end. I've talked to my collections people and they tell me that the only reason a system would be set up this way is to take advantage of the consumers, especially, older, less tech. savvy people. This is an extremely predatory company.","date_sent_to_company":"2022-02-22T19:12:36.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"37211","tags":"Servicemember","has_narrative":true,"complaint_id":"5248541","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2022-02-22T19:03:08.000Z","state":"TN","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["My <em>mortgage</em> company sent a letter to my <em>insurance</em> company stating that the <em>home</em> was in foreclosure and that I no longer occupied it. Neither of these were true. This resulted in my <em>insurance</em> company cancelling my renewal and my <em>mortgage</em> company force placing <em>insurance</em> on the house. The <em>insurance</em> company asked for a letter stating that the <em>home</em> was no longer in foreclosure and the <em>mortgage</em> company <em>refused</em>, stating that they don't send out letters of that nature."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[24.385227,"5248541"]},{"_index":"complaint-public-v1","_id":"8139831","_score":24.24799,"_source":{"product":"Mortgage","complaint_what_happened":"We purchased a mobile home in XXXX and financed it through Ocwen. Well, in XXXX, the mobile home burned ; we were having a lot of financial difficulties at the time and, therefore, only had a lender place insurance through Ocwen on the property. Well, the County in XXXX, GA, was telling us to clean up the property, or we would be fined $ XXXX, which we couldn't afford. We called the Ocwen insurance rep and tried to get them to come take a look for several weeks, which the insurance rep kept putting off. We finally called and told them we had to do something now, and the County wasn't having it. The insurance rep told us to go ahead and do what was necessary, and he would file the information on his end to let the company know ( insurance company ) and it would all be fine. Well, it wasn't fine ; the insurance company supposedly ( according to Ocwen ) refused to pay because they didn't get to look at the trailer. Then, before we even found out about the insurance denial, Ocwen sold our mortgage to another company, which has now done so, I think, 2 more times. Then we find out that Ocwen and the other companies that they sold our mortgage to are all within the same organization. Same building, same workers, etc. We were getting the runaround and shafted as they still want us to pay on a loan that we firmly believe has been paid off. They won't provide us with any documents to show that we ever gave permission for our mortgage to be sold. Also, we have since moved a house onto the property that is included in with the mortgage but the house we paid cash for and are remodeling the home. They are trying to claim that they will forclose on our home that we paid cash for since we moved in to that property and they claim legally they can. No one will go up against this company in GA because of the money they bring to GA but, GA government is as XXXX and XXXX as they come. It's like mob or something. Our Loan number is XXXX with XXXX PHH Mortgage. They are illegally stealing our money. We need help!!!! My phone number is XXXX and please leave a message.","date_sent_to_company":"2024-01-10T15:04:43.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30736","tags":null,"has_narrative":true,"complaint_id":"8139831","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2024-01-10T14:37:28.000Z","state":"GA","company_public_response":null,"sub_issue":"Loan sold or transferred to another company"},"highlight":{"complaint_what_happened":["Well, it wasn't fine ; the <em>insurance</em> company supposedly ( according to Ocwen ) <em>refused</em> to <em>pay</em> because they didn't get to look at the trailer. Then, before we <em>even</em> found out about the <em>insurance</em> denial, Ocwen sold our <em>mortgage</em> to another company, which has now done so, I think, 2 more times. Then we find out that Ocwen and the other companies that they sold our <em>mortgage</em> to are all within the same organization. Same building, same workers, etc."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[24.24799,"8139831"]},{"_index":"complaint-public-v1","_id":"2829044","_score":24.208765,"_source":{"product":"Mortgage","complaint_what_happened":"At the end if XXXX I received my mortgage escrow analyse. It appears that there was a shortage of {$800.00} on my escrow account. My payment was going to go up {$150.00} this year which I could not really afford. I called my mortgage company on XX/XX/XXXX of this year to ask about the shortage. They told me they mistakenly had left off my home owners insurance payment and that caused the shortage. They told me I could repay it back with in 24 months. I told them do that and that I would also like the bank to pay part of that shortage because it was their mistake. Throughout XXXX they never changed the repayment to 24 even after several phone calls and they refuse to reimburse for their mistake.","date_sent_to_company":"2018-02-28T19:10:32.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33578","tags":null,"has_narrative":true,"complaint_id":"2829044","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2018-02-28T18:39:22.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I told them do that and that I would <em>also</em> like the bank to <em>pay</em> part of that shortage because it was their mistake. Throughout XXXX they never changed the repayment to 24 <em>even</em> after several phone calls and they <em>refuse</em> to reimburse for their mistake."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[24.208765,"2829044"]},{"_index":"complaint-public-v1","_id":"16898285","_score":24.100763,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"My loan was sold to XXXX XXXX earlier this year and since they received the loan they have increased my mortgage payment- to incorrect amounts, they also stated my loan amount had increased from XXXX to XXXX because they erroneously paid my old home owners insurance and then a week later paid the new correct insurance causing a shortage in my escrow ( which according to the state attorney generals office is illegal unless I actually do an increase or loan for my mortgage it is what it is, I have turned the complaint into trans union XXXX  times and they refuse to fix/ correct the wrong amoutn/ increased shown on my mortgage, even after is ent them the current loan amount/ balance showing the XXXX, they did not furnish me with any documentations from the loan company showing I accepted or added anything to my loan, also the loan company has not correxted adding tax to my loan when i am 100 % XXXX and pay no tax and they have had the documents for XXXX XXXX  sgowing that, XXXX is basically a bunch of clowns, so I am going to file with the state AGs office for fraudulent practices, and a few others things they stated they would add, the loan company needs to be held accountable for false information and not correcting it/ lying to the credit agency and the credit agency needs to be held accountable for refusing to correct the error even after I gave them the current loan amount on the statement from the loan company,","date_sent_to_company":"2025-10-29T17:48:56.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"394XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"16898285","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-10-29T17:48:32.000Z","state":"MS","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["My loan was sold to XXXX XXXX earlier this year and since they received the loan they have increased my <em>mortgage</em> payment- to incorrect amounts, they <em>also</em> stated my loan amount had increased from XXXX to XXXX because they erroneously paid my old <em>home</em> owners <em>insurance</em> and then a week later paid the new correct <em>insurance</em> causing a shortage in my escrow ( which according to the state attorney generals office is illegal unless I actually do an increase or loan for my <em>mortgage</em> it is what it is, I have"]},"sort":[24.100763,"16898285"]},{"_index":"complaint-public-v1","_id":"1467426","_score":23.991104,"_source":{"product":"Mortgage","complaint_what_happened":"I recently sold my home, but the mortgage company refuses to properly credit my mortgage, zero out the loan, and refund my impound account. NationStar Mortgage has been in receipt of XXXX from an insurance claim, plus the title company sent them the additional funds required to zero out the loan, however they improperly applied the wire from the title company. They have not adjusted the principle to use the insurance funds, even though they are in receipt of the affidavit that expressly states that I wish the funds to be applied to the principle on the loan and their own acknowledgement says that they would do so on XXXX/XXXX/2015. \n\nAdditionally after my home sold they disbursed funds from escrow to pay for hazard insurance/taxes, which should not have happend after the close. \n\nSeveral times in the past I have had issues with NationStar Mortgage not properly applying payments, but this has but far been the worst. \n\nIn this case they also broke up the single bank wire payment from the title company into several monthly installments, and a principle payment. I have called and spoken to them 3 times, and each time they promise that they will fix the issue, and yet it has still not been done. \n\nEach time I have been told that they can not do it immediately but they will fix the issue in a business day ... then nothing is done. I simply want them to fix their mistakes, and refund me the escrow amount back to me.","date_sent_to_company":"2015-07-14T17:16:00.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"92064","tags":null,"has_narrative":true,"complaint_id":"1467426","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2015-07-14T17:15:59.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I recently sold my <em>home</em>, but the <em>mortgage</em> company <em>refuses</em> to properly credit my <em>mortgage</em>, zero out the loan, and refund my impound account. NationStar <em>Mortgage</em> has been in receipt of XXXX from an <em>insurance</em> claim, plus the title company sent them the additional funds required to zero out the loan, however they improperly applied the wire from the title company."],"product":["<em>Mortgage</em>"],"company":["NATIONSTAR <em>MORTGAGE</em> LLC"],"sub_product":["Conventional fixed <em>mortgage</em>"]},"sort":[23.991104,"1467426"]},{"_index":"complaint-public-v1","_id":"6044010","_score":23.962439,"_source":{"product":"Mortgage","complaint_what_happened":"I signed insurance funds to Flagstar mortgage in the amount of XXXX the HAF program also gave XXXX on my behalf to pay mortgage off according to payoff statement provided by Flagstar. Flagstar has on processed the half payment and not my Insurance payment advising they now want an additional XXXX and now still have me behind 2 payments. They sit interest as well as attorney fees ( the latter should have definitely been included in the payoff and the interest is ridiculous as the payoff amount has only changed a few XXXX dollars since XXXX but somehow I am XXXX short. They advised me they are awaiting attorney fees which they should already have. How can they offer me a payoff and then process the funds in a way that does not allow me to pay it off. They keep charging me interest even though they are responsible for the extended time it has taken by not supplying me with the payoff statement in a timely manner and then once check was sent to HAF they could not find and none of this is being taken into consideration. If you look at the payoff letters they have sent me more than once the funds they have are more than enough to payoff my house. There should be no more attorney fees. The foreclosure case was closed and I have been dealing with Flagstar directly for over a month now. I would like my home to be paid off and in a timely matter. I also requested a copy of the letter from the state telling Flagstar how to apply the funds. I have requested this three times in writing and I have yet to receive. If anything due to the many errors Flagstar has made ny account should be paid off immediately. They refused to apply the intestacy laws published by the cfpb to allow me to assume my mortgage and now refuse to pay off ny loan even though they provided the documentation to HAF and my myself informing us that this was enough to cover the complete mortgage.","date_sent_to_company":"2022-10-03T20:59:17.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"33510","tags":null,"has_narrative":true,"complaint_id":"6044010","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Flagstar Bank, N.A.","date_received":"2022-10-03T20:31:30.000Z","state":"FL","company_public_response":"Company believes complaint caused principally by actions of third party outside the control or direction of the company","sub_issue":null},"highlight":{"complaint_what_happened":["They <em>refused</em> to apply the intestacy laws published by the cfpb to allow me to assume my <em>mortgage</em> and now <em>refuse</em> to <em>pay</em> off ny loan <em>even</em> though they provided the documentation to HAF and my myself informing us that this was enough to cover the complete <em>mortgage</em>."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[23.962439,"6044010"]},{"_index":"complaint-public-v1","_id":"3531279","_score":23.457502,"_source":{"product":"Mortgage","complaint_what_happened":"Mr. Cooper a mortgage holder for my home loan also manages an escrow account used to pay my property taxes, and insurance. On XXXX, my wife contacted Mr. Cooper and requested our property taxes be paid. They are currently due to the county of XXXX XXXX, and will be past due on XX/XX/2020. We are refinancing our home loan with another lender and communicated this to Mr. Cooper 's escrow department. She even spoke with a supervisor of the escrow department and was informed they would only pay the current taxes 10 days prior to XX/XX/2020. Mr. Cooper was reminded that they were within the 60 days and should be paid the taxes now. They refused to provide the monetary payment to the county of  XXXX XXXX. I called Mr. Cooper and also attempted to request they pay our tax bill on XXXX. Again they refused and would not discuss their refusal to pay XXXX XXXX County other than \" it is our policy to wait until 10 days prior to your bill being delinquent to pay. '' We requested that our escrow account by closed and the monies returned to us, so we could make the payment. They insisted our debt ratio was to high, I informed their staff our home had a recent certified appraisal completed and was below the 80 percent threshold the State of California required to close the escrow account. They refused to accept a certified appraisal and would only look at the amount of monies their company financed four years ago. When they were reminded the value of property had increased they would not listen or allow for an adjustment.","date_sent_to_company":"2020-02-13T20:07:12.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"923XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3531279","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2020-02-13T19:13:22.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Cooper a <em>mortgage</em> holder for my <em>home</em> loan <em>also</em> manages an escrow account used to <em>pay</em> my property taxes, and <em>insurance</em>. On XXXX, my wife contacted Mr. Cooper and requested our property taxes be paid. They are currently due to the county of XXXX XXXX, and will be past due on XX/XX/2020. We are refinancing our <em>home</em> loan with another lender and communicated this to Mr. Cooper 's escrow department."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[23.457502,"3531279"]},{"_index":"complaint-public-v1","_id":"2804683","_score":23.425745,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX I placed a claim with my company. The claim remained open and in XX/XX/XXXX we had a situation with one of our bathrooms and another claim was entered To the insurance. First claim was paid but now we got a second claim open and our insurance was canceled. We were told that we had to open claims for home mortgage and that we can not get insurance. The second claim remained open until XX/XX/XXXX and Wells Fargo home mortgage went ahead and placed mortgage placed forced insurance on our property since we were unable to obtain insurance because of our open claims. We worked with an attorney and the claim was closed and we were not notified by that attorney or by Wells Fargo that the second claim was closed. Our mortgage payments went from $ XXXX {$2600.00}. Six months later it went from XXXX and we were unable to make those high mortgage payments so we continue to pay the {$2600.00} .and we were uvia letter from Wells Fargo that that included the insurance plus additional money in case we went over for the escrow. Today the payments are XXXX and were in a negative escrow {$15000.00}. In XX/XX/XXXX I found out that the claim has been closed and that everyone had gone paid so I called my attorney and I found out why Ive wasnt informed of this why nobody told me and I went ahead and paid for my new insurance info and I gave the money to Wells Fargo so that they can sign the check so I can retrieve my insurance money. It is now XX/XX/XXXX and I have yet to receive a dime because Wells Fargo is holding onto {$45000.00} that I have received from the insurance to Fix my bathroom. Whenever I call they ask me for new paperwork and new paperwork paperwork that I just dont have its impossible to have Ive spoken to everybody and they refused to let a dime go. Also they still have forced placed insurance on my home even though the policy has been paid since XX/XX/XXXX and full and theyre telling me that they never received any paperwork even though my insurance agent and myself have fax it over twice. They have also ruin my credit because they still have an outstanding escrow account and I have hired attorneys to help me with this and theyre telling me that the burden is on me to prove that they forced placed insurance because I had open claims. Wells Fargo is claiming that they never left open claims on my record and that if I wanted to get insurance I shouldve been able to do so. I have been speaking with my insurance agent to get some type of paperwork that said that I had open claims on their placed on by Wells Fargo but the problem is that once the claim closes everything goes away and its very difficult for them to obtain anything that says that I have an open claim because there is no open claim. so as of today I have not received any of the money that I received from the insurance the {$45000.00} I have a - {$15000.00} escrow account and I still have forced placed insurance on my home aside from the insurance that I paid and my credit went from a XXXX till XXXX because they have me as pay late because they had me with an escrow for the forced place insurance. Can someone please help me with this?","date_sent_to_company":"2018-02-05T16:11:35.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33323","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2804683","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-02-05T15:32:20.000Z","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":["Whenever I call they ask me for new paperwork and new paperwork paperwork that I just dont have its impossible to have Ive spoken to everybody and they <em>refused</em> to let a dime go. <em>Also</em> they still have forced placed <em>insurance</em> on my <em>home</em> <em>even</em> though the policy has been paid since XX/XX/XXXX and full and theyre telling me that they never received any paperwork <em>even</em> though my <em>insurance</em> agent and myself have fax it over twice."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[23.425745,"2804683"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":480,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":480}]}},"product":{"doc_count":480,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":403,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":197},{"key":"FHA mortgage","doc_count":62},{"key":"VA mortgage","doc_count":49},{"key":"Conventional fixed mortgage","doc_count":29},{"key":"Other type of mortgage","doc_count":29},{"key":"Home equity loan or line of credit (HELOC)","doc_count":14},{"key":"Conventional adjustable 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