{"took":469,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":64,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5213670","_score":34.56783,"_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 <em>damages</em> 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":[34.56783,"5213670"]},{"_index":"complaint-public-v1","_id":"2755589","_score":27.385574,"_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":[27.385574,"2755589"]},{"_index":"complaint-public-v1","_id":"3037959","_score":26.12567,"_source":{"product":"Mortgage","complaint_what_happened":"Tracking number # : XXXX Mortgage Company : Caliber Home Loans I had a pip break in my kitchen on XX/XX/2018 and I had to file a claim with my homeowners insurance company and settled the claim in late XXXX. We received payment for the repairs of the house however, our finance company is listed. I contacted my mortgage company right away for the steps to take in order to have the payment endorsed. They are requiring a contractor to fix the house in order for them to release payment to the contractor after the repairs are done. The problem is that my husband and I have met with several contractors and non of them are willing to repair my house for the amount the insurance company settled for. I told Caliber Home loans that I would like to have the payment released to us for self repair as it is too expensive to hire a general contractor to repair my home. After numerous documentation forward to them and numerous contacts caliber still insist that their is not they can do for us and we have to get a general contractor even if its more money to fix the house. The resolution specialist that has been handling our claim states that the only way they can release the payment to us is if we send them receipts of the repairs ... .... how can we repair the house if we dont have money??! She even went as far as telling my husband to get a loan to repair the in the meanwhile they may decide to release the funds to us. I have a hole on the outside wall of my house where water is still coming in through, its been a nightmare with this mortgage company. They refuse to make an exception. I need to repair my house because we are still in Hurricane season and XXXX forbid one comes and damages the property even more. Caliber Home Loans has hindered myself and family from living a health and happy life in our home just because they are not willing to make an exception. They also want us to pay for the post appraisal to the residence after its repaired for a fee of {$30.00}. If its documentation that is needed for their file, we as the borrowers should have to pay it. I pay enough. Im going through a hardship now where Ive even lost my job and they still wont help me. All I want is for them to approve my claim and endorse the payment in order to fix my house. I just want to fix my house! Please help me!","date_sent_to_company":"2018-10-04T22:39:26.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33322","tags":null,"has_narrative":true,"complaint_id":"3037959","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Caliber Home Loans, Inc.","date_received":"2018-10-04T22:20:15.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Caliber <em>Home</em> Loans has hindered myself and family from living a health and happy life in our <em>home</em> just because they are not willing to make an exception. They <em>also</em> want us to <em>pay</em> for the post appraisal to the residence after its repaired for a fee of {$30.00}. If its documentation that is needed for their file, we as the borrowers should have to <em>pay</em> it. I <em>pay</em> enough. Im going through a hardship now where Ive <em>even</em> lost my job and they still wont help me."],"product":["<em>Mortgage</em>"],"company":["Caliber <em>Home</em> Loans, Inc."],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[26.12567,"3037959"]},{"_index":"complaint-public-v1","_id":"2270653","_score":23.74788,"_source":{"product":"Mortgage","complaint_what_happened":"Bank of America ( BofA ) wrongfully sold my property and home having full knowledge I am pending in the loss mitigation process at the time my property and home were sold. \nBank of America has America has committed multiple violations of the law. Bank of America chose not to modify or foreclose upon receipt of request for mortgage assistance or upon first deliquency. Even after multiple approvals for mortgage assistance, Bank of America chose to make material misrepresentations and refused to place me in a trial payment plan ( TPP ) while simultaneously increasing their efforts to separate me from my home on the tax payers dime through the use of TARP funds. Bank of America has purposely prolonged and extended the loss mitigation process for profit benefiting themselves and their business partners. Bank of America and their cohorts have engaged in business practices indicative of a Racketeer Influenced Corrupt Organization ( RICO ) and continue to do so in an undisguised manner lacking fear of any possible consequences of their business activities relating to real property, mortgages and mortgage backed securities. \nXXXX ) Adverse Possession. \nXXXX ) XXXX Requirements. \nAll previously mentioned resolutions for the injury and harm caused are desired and mandatory, including all statutory, exemplary, and punitive damages plus an addtional XXXX percent and an immediate reimbursement of all amounts applied and assessed to this mortgage account at a compounded daily interest rate of ten percent via cashier 's check not drawn on Bank of America or any of their affiates, or on a bank that does not conduct business within the state of California. Not only must Bank of America pay me back, to include mesne profits ( sold at auction amount, mortgage values to include both principal and interest, and rents ), Bank of America must also repay the tax payers all amounts associated with this account. This includes, but is not limited to, TARP, MHA, HHF funds since 2007. \nDamages are calculated as followsXX/XX/XXXX : STATUTORY : {$50000.00} for every household member, mesne profits, plus Median Property Value ( MPV ) and all amounts ever assessed on or associated with the real property and home loan mortgage account, personal property of at least {$300000.00} or actual value, whichever is greater, and all litigation costs. Household pets and livestock are an additional {$50000.00} each, plus ; EXEMPLARY : Payment of all property taxes and insurances for a minimum of fifty ( 50 ) years and three ( 3 ) times statutory damages, plus ; PUNITIVE : The statutory and exemplary damages for each instance of every cause of action listed, plus an additional XXXX % of the total monetary damages ( statutory, exemplary, and punitive ). \n*Death claims are an additional trebling of calculated total damages for each instance. \n**XXXX and XXXX persons are entitled to any additional damages allowed by law for each eligible household member. \n***Next of kin may bring a private right of action provided there is first hand knowledge and next of kin status can be proven. First hand knowledge is assumed if next of kin was a member of the household. \nI did not default on Bank of America. \nBank of America defaulted on me! \nBank of America must stop themselves from defaulting on consumers of mortgage related products and services.","date_sent_to_company":"2016-12-31T08:49:13.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Other mortgage","zip_code":"92101","tags":null,"has_narrative":true,"complaint_id":"2270653","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2016-12-31T08:49:12.000Z","state":"CA","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":["<em>Even</em> after multiple approvals for <em>mortgage</em> assistance, Bank of America chose to make material misrepresentations and <em>refused</em> to place me in a trial payment plan ( TPP ) while simultaneously increasing their efforts to separate me from my <em>home</em> on the tax payers dime through the use of TARP funds. Bank of America has purposely prolonged and extended the loss mitigation process for profit benefiting themselves and their business partners."],"product":["<em>Mortgage</em>"],"sub_product":["Other <em>mortgage</em>"]},"sort":[23.74788,"2270653"]},{"_index":"complaint-public-v1","_id":"2501822","_score":23.627798,"_source":{"product":"Mortgage","complaint_what_happened":"My complaint is in regards to my mortgage company  US  Bank withholding my insurance funds from a  Home Owner 's Insurance c laim that began in  XXXX  of  XXXX . The amount of the claim grew substantially due to a sewer backup and the lines under my home, in their entirety, had to be replaced. In the beginning my insurance company was the one playing games and would n't release funds. I was then notified payments were to be made payable to both myself and my mortgage servicer. Work had stopped several times due to non-payment, yet out of sheer luck I was able to get a line of credit that allowed me to pay the plumbing company so work could continue.  <P/> US Bank entered the scene in early  XXXX , after the plumbing and concrete companies had already completed their work and had been paid in full by myself. Since that time,  US Bank 's Loss Draft  Department has refused to release the monies my insurance company allocated to me to continue renovation work on my home.  US Bank was the one n ow playing games, not satisfied with the receipts I provided and actually requested I have the plumbing company rewrite them. Of course the plumbing company refused. After several weeks, I was finally able to ge t US  Bank to release a portion of the insurance funds, however the amount was barely enough to payoff the line of credit I was forced to acquire in  XXXX  of  XXXX . As I was getting pressure from my insurance company to get out of the hotel rooms, much work was still needed to be completed on my home. I had to finish at least  one  bathroom before  XXXX  to be able to move back in.  <P/> Since that time, due to  US Bank 's Loss Draft Departments  refusal to release insurance funds, I have had to dip into my personal savings to continue the renovations to my home. I understand  one  of the issue s US B ank is having is that I do not have a Gener al Contractor. I vetted six ( 6 )   General Contractor  's since  XXXX  of  XXXX , and with the amount my insurance company agreed to pay for the damages, no G.C. in my area would agree to take the job. This is something completely out of my control. So after hitting several brick walls, as  one  not to meekly sit in the corner on my hands, I took it upon myself to continue with the renovations on my own.  <P/> Fast-forward to today. It is now  XXXX  of  XX/XX/XXXX and my home is still not completed. I have exhausted my personal savings and  US Bank 's Loss Draft D epartment continues to play games. I am at risk at not being able to pay my mortgage t o US Ba nk due to their own L oss Draft De partment withholding these funds, and have had to borrow from friends and family to keep afloat. I have submitted every document and paperwork they have requested, and complied with two inspections. I have submitted estimates, invoices and receipts showing all of my out-of-pocket expenses over the pas t six ( 6 )  months and where the remaining funds are to be spent.  US  Bank also refuses to branch endorse a final payment I received from my insurance company after much deliberation. Since the mess  US  Bank has caused and the complete distrust I have for them, I refuse to mail this check off so they can just hold these monies  hostage  too, all the while earning interest and keeping me in limbo.  <P/>  US Bank  has caused severe non-use and loss of enjoyment to my home since  XXXX  of  XXXX . I have no kitchen to speak of, master bedroom or bath and have been living without flooring since before even then.  US Ban  k 's Loss Draft Dep artment keeps changing their rules, and at  one  time they stated that repairs needed to be at 70 % before they would release further insurance funds. When it was evaluated at 73 %, they then said it had to be 80 %. Now they are saying it 's 90 %. How do I get to 90 % without insurance funds? I should n't have to front these renovations ; nevertheless I have and as stated before, I am now completely tapped out and can not continue forward with the renovations without the funds from my insurance company.  <P/> To make matters worse, my insurance company dropped me  ( naturally ), a nd am in need of  Home Owner 's Insurance  by  XX/XX/XXXX . I have already inquired with several companies, but seeing as I have an open claim no one will cover me. I 'm not entirely sure how  Home Owner 's Insurance  works, seeing as this is my first home, but I know there are consequences whenever one has a lapse in merely auto insurance.  <P/> I 'm in an impossible and endless loop with  US Ba nk with no end in sight. I need help most desperately.","date_sent_to_company":"2017-06-06T14:19:07.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"89169","tags":null,"has_narrative":true,"complaint_id":"2501822","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2017-06-05T16:39:23.000Z","state":"NV","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":["My complaint is in regards to my <em>mortgage</em> company  US  Bank withholding my <em>insurance</em> funds from a  <em>Home</em> Owner 's <em>Insurance</em> c laim that began in  XXXX  of  XXXX . The amount of the claim grew substantially due to a sewer backup and the lines under my <em>home</em>, in their entirety, had to be replaced. In the beginning my <em>insurance</em> company was the one playing games and would n't release funds. I was then notified payments were to be made payable to both myself and my <em>mortgage</em> servicer."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[23.627798,"2501822"]},{"_index":"complaint-public-v1","_id":"5274675","_score":23.31837,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint against JPMorgan Chase ( Chase ) because, as will be explained in detail below, Chase missed payment on my homeowners insurance premium, resulting in a lapse in insurance coverage between XX/XX/XXXX and XX/XX/XXXX; failed to notify me of the lapse in coverage for three months ; and is now attempting to charge me outrageous fees for retroactive insurance coverage. I have spent hours on the telephone with various representatives at Chase attempting to resolve this issue. However, Chase refuses to accept any responsibility for its own errors and omissions, and has instead provided nothing but conflicting and contradictory excuses for this egregious mistake. Ultimately, my home was not insured for three months through no fault of my own, without my knowledge, and without my ability to resolve or mitigate the issue. I respectfully request that the CFPB review these unfair acts and practices committed by Chase, and that CFPB conduct a careful review of Chases internal policies and procedures that, as my experience makes clear, inadequately protect Chases customers. \n\n* * * I purchased my home in XX/XX/XXXX, obtaining my mortgage through a local mortgage provider. They subsequently sold my mortgage to Chase, which became my servicer effective XX/XX/XXXX. \n//// My home insurance policy came up for renewal on XX/XX/XXXX. Chase failed to pay the premium, resulting in the policys cancellation. Chase made no effort to communicate with me during this period, and I did not realize that I lacked home insurance until XX/XX/XXXX, when Chase sent me a letter, dated XX/XX/XXXX, informing me that they needed proof of my home insurance. On XX/XX/XXXX I contacted my insurance agent and asked her to send Chase the requested documentation. She quickly identified that my insurance had been canceled and immediately took out a new policy for me, effective XX/XX/XXXX. My insurance company charged me a {$50.00} fee to account for the gap in my coverage. \n//// Chase sent me a second letter, dated XX/XX/XXXX, informing me that although they now had proof of my current insurance, they still needed proof that I had homeowners insurance during the three-month period between when my first policy was cancelled and when I took out the new policy. In the absence of such evidence, Chase said that they would take out their own policy for the gap period, charging me a premium of {$830.00}, which is approximately twice the premium I pay for my other insurance over a three-month period. This makes little sense. First, a retroactive insurance policy is, by definition, for a period of time that has already passed, and so can never be subject to an insurance claim ; it thus serves no practical purpose, and yet would create a windfall for the insurance company that sold the policy. Second, and most importantly, the gap that Chase wanted to charge me to fill was caused by Chases own failure to pay my premium in XX/XX/XXXX. \n//// I received the XX/XX/XXXX letter on Saturday, XX/XX/XXXX, and I called Chases customer service line for the first time on Monday, XX/XX/XXXX. Chases representatives proceeded to tell me three different, inconsistent stories for why they did not pay my insurance premium, and continued to insist that they would charge me $ 800+ unless I could somehow take out a retroactive insurance policy to cover the gap. \n//// First, Chases Insurance groups representative took the position that Chase had no obligation at all to pay my home insurance premium in XX/XX/XXXX. In her telling, Chase had only acquired my mortgage in XX/XX/XXXX, and was not responsible for paying my premium until Chase had serviced my mortgage for at least a year, sometime after XX/XX/XXXX. By this logic, I was responsible for directly paying my insurance premium until it came due for the third time in XX/XX/XXXX. This, despite the fact that Id been paying insurance premiums into my escrow since XX/XX/XXXX. She seemed to see no difference between Chases obligations if it had originated a mortgage in XX/XX/XXXX, compared to Chases obligations when it acquired a mortgage with a preexisting escrow account. I asked the Chase representative when Chase had ever informed me of my responsibility to pay my second years premium, and she dodged the question. \n//// The representative then connected me to a second representative, from Chases Mortgage group , so that the three of us could better understand what had happened. At that point I was given the second version of why Chase had failed to pay my premiumthat in XX/XX/XXXX Chase had attempted to contact the insurance company to pay my premium, but had difficulty getting the insurance company to call them back. I was told that, in the face of this communication issue, Chase let my coverage lapse ; and it didnt take the most obvious step to mitigate the situationcontact me so I could help them resolve their difficulties and ensure that my home remained insured. \n//// Nevertheless, Chases representatives told me that this was MY fault. They said they suspected that my insurance company was not responsive to them because it did not know that I had a new mortgage servicer, and that I should have contacted my insurance company to tell them to send my XX/XX/XXXX bill to Chase. This position directly contradicted the statements that Chase had made to me in its XX/XX/XXXX welcome letter, informing me that they would begin servicing my mortgage. The letter said, among other things : //// Insurance Do I need to update my homeowners, hazard or flood insurance policy? \nNo, your previous mortgage loan servicer will notify your insurance company of your new account number and to change the mortgage clause on your policy ( s ) to the information below. \n//// Accordingly, Chases position appeared to be that its failure to pay was my fault because I had not done something that Chase previously told me I did not have to do. \n//// The Chase representatives ' statements are also at odds with documentation that I have received from the insurance company that indicate that the company had identified Chase as the mortgagee prior to my premium 's due date. \n//// I responded on the phone that their arguments did not make sensethat their first position, that Chase had no responsibility at all to pay my premium, was inconsistent with Chases own actions in XX/XX/XXXX to try to pay the premium ; surely the efforts in XX/XX/XXXX indicated that, on some level, Chase believed itself to be responsible for paying the premium. Second, I took issue with the fact that Chase, upon meeting some resistance, decided to give up and let my insurance lapse, rather than contact me and work with me to resolve the situation. The representatives offered to escalate my situation to an account executive who could assess whether Chase had any fault. I said that my ask was that Chase either waive the requirement that I fill the gap in insurance, or else cover the cost of the gap. I was told that I would receive a response in 3-5 business days. \n//// On Saturday, XX/XX/XXXX, nearly two weeks after my phone call with Chaseand having never received a follow-up message as promisedI received another letter from Chase, dated XX/XX/XXXX XXXX This letter informed me that this was my second and final notice to provide proof of insurance covering the three-month gap. And, again, that absent such evidence Chase would charge me {$830.00} to fill the gap. I called Chase once again, on Monday, XX/XX/XXXX, to inquire about the status of my request from XX/XX/XXXX. \n//// I was told that my request for a waiver had been denied. I was also told a third version of why Chase had failed to pay my premium in XXXX. In Version # 3, Chase did in fact speak to someone at my insurance companya woman named XXXXand according to Chases internal notes, XXXX said that my insurance was paid in full. Of course, it wasn't paid in full, and Chase now concedes that fact. But Chase apparently never asked for written confirmation, and they never contacted me or took any other steps to verify it. They simply stopped trying to pay the premium despite the fact that my mortgage requires them to pay the premium on my behalf, and despite the money that had accumulated in my escrow account for the purpose of paying my insurance premium. It is obvious in retrospect that there was some sort of miscommunication between Chase and the insurance company in that phone call. However, because Chases notation falsely states ( per XXXX ) that my premium had been paid in full, Chase has determined that it is absolved of all responsibility. Chase instead takes the position that I am liable for the effects of its nonpayment, even though I was not even aware of these conversations happening at the time. \n//// On XX/XX/XXXX, I contacted my insurance agent, and through her the insurance company, to try to verify and understand what Chase had told me. I was told that their records show Chase was sent an invoice and simply never paid it. The insurance company has no notes of communications with Chase, such as the conversation with XXXX. However, I did learn that the company classifies my billing plan as Mortgagee Direct Bill Pay In Full, meaning that the mortgage servicer is directly billed for my premium and is expected to pay the premium in full. It is possible that, in conveying that information to Chase, the Chase representative either misunderstood the insurance representative, or took unclear notes regarding the billing plan that are now being misinterpreted by Chase. Finally, in an effort to avoid Chases high fees, I asked if the insurance company could backdate my current policy to cover the gap from XX/XX/XXXX ; I was told that was not possible to do, and that a retroactive insurance policy does not serve any purpose. \nXXXX// Section 1031 of the Dodd-Frank Act prohibits mortgage servicers such as Chase from engaging in unfair XXXX deceptive, or abusive acts or practices. According to the CFPBs exam manual, it considers an act or practice to be unfair where it causes or is likely to cause substantial injury to consumers ; the injury is not reasonably avoidable by consumers ; and the injury is not outweighed by countervailing benefits to consumers or to competition. \nXXXX Chase, through its incompetence and/or inadequate internal policies and procedures, failed to pay my insurance premium, causing its cancellation. This resulted in significant risk to my home and my family, as we lived in an uninsured home for three months without knowing it. It has also caused me substantial monetary damages, as Chase is now charging me $ 800+ to fix its mistake by requiring me to purchase what amounts to a junk insurance policy. Throughout this entire period, Chase kept me in the darkI could not stop the cancellation of my policy, nor mitigate the risks and damages Chase caused me, because Chase left me unaware that there were any problems with payment of my premium. \n//// My request is that Chase simply take responsibility for its own actions and omissions, and not leave me to suffer the consequences of miscommunications and errors that I had nothing to do with, and about which I was not aware. Thank you very much for your consideration. Please feel free to contact me if I can provide any additional information.","date_sent_to_company":"2022-03-02T06:41:30.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"028XX","tags":null,"has_narrative":true,"complaint_id":"5274675","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-03-02T00:47:55.000Z","state":"RI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX Chase, through its incompetence and/or inadequate internal policies and procedures, failed to <em>pay</em> my <em>insurance</em> premium, causing its cancellation. This resulted in significant risk to my <em>home</em> and my family, as we lived in an uninsured <em>home</em> for three months without knowing it. It has <em>also</em> caused me substantial monetary <em>damages</em>, as Chase is now charging me $ 800+ to fix its mistake by requiring me to purchase what amounts to a junk <em>insurance</em> policy."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[23.31837,"5274675"]},{"_index":"complaint-public-v1","_id":"12861607","_score":23.061535,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/XXXX, just XXXX months after purchasing my XXXX home, I experienced an XXXX incident when XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX As I had never filed an XXXX XXXX before, I immediately informed my mortgage lender, XXXX  ( also known as Mr. Cooper ), about the incident. I was incorrectly told by a representative that I didnt need to make my monthly mortgage payment, as it would be covered by the insurance check. \nHowever, by the next month, I was contacted by a different representative at Mr. Cooper, who informed me that I would need to either adjust my loan or pay the past-due balance. At that point, I had already XXXX XXXX for immediate XXXX XXXX. I attempted to catch up on payments and mistakenly sent the insurance check for ( {$4000.00} ) to Mr. Coopers office in XXXX I notified the XXXX XXXX Department about the mix-up and explained that I needed the funds for XXXX XXXX. Unfortunately, the money was never returned. I called several times to follow up, as I had already arranged for small contractors to begin repairs, but I was repeatedly told that the funds would be sent back eventually. \nOn XX/XX/XXXX, I spoke to a representative who told me that the funds would not be released to me. They explained that the money had been sent to another account but refused to specify which one. When I pressed the representative for more details, they responded with, What are you going to do about it, sue us? At that point, I ended the call. \nIn the following months, I continued to struggle with Mr. Coopers automated system, which only sent me payment reminders, but no one was available to address my concerns regarding the insurance funds. On XX/XX/XXXX, I reached out to a licensed insurance agent who is a friend and contacted Mr. Coopers XXXX XXXX Department again. After explaining the increased damage to my home, the representative seemed to recognize the error and promised to issue a check. They also apologized for the confusion. \nAt this point, I had been making payments but was struggling with worsening home issues and health problems, which made it increasingly difficult to stay current on payments and handle the repairs. In XX/XX/XXXX, I received a check for ( {$4000.00} ) from the lender, but it included a release of funds request. This request stated that I would not hold the lender accountable for damages incurred to the property, which made me uncomfortable, as the damage had worsened due to the delay. Additionally, I was asked to send the new insurance check for ( {$40000.00} ), which I was not comfortable endorsing. I mailed the check unsigned along with a letter requested that Mr. Cooper endorse it first to ensure the funds could be used for repairs. They refused and sent me a letter asking me to sign the endorsement and agree not to sue them for any damages. When I spoke with someone in the XXXX XXXX Department, I expressed my concerns about the liability clause, but the representative refused to remove it. They also insisted that by cashing the check they had sent me for ( {$4000.00} ), I was legally agreed to the terms and could not pursue further legal action. However, I never signed or cashed that check that the representative spoke of. \nOver the following months, I became more frustrated. My health continued to decline, and I sought help from local law offices and professionals, though many advised that I try to resolve the issue directly with Mr. Cooper, as they didnt believe I had a strong case. Despite my repeated complaints to the collection department, no one seemed to address my concerns, and they only continued to push for payment. \nIn XX/XX/XXXX, I was involved in a car accident, which set me back significantly. I was unable to work or address my home issues. I also stayed with family due to my health problems, and during this time, my home was occupied by others who were looking after it. I notified the lender about the accident, and they assured me that the account was noted. However, from XX/XX/XXXX until XX/XX/XXXX, I was unable to speak with a representative. Every time I tried calling, the calls dropped, and when I used the automated system, it only requested payments without connecting me to a person. \nIn XX/XX/XXXX, I learned that Mr. Cooper had started foreclosure proceedings, cleared the XXXX XXXX  ( which I never endorsed ), and that my insurance claim had been closed. Despite ongoing issues at my homeincluding XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  company has stated they will not re-open the claim and will not get involved in any disputes between me and Mr. Cooper. I contacted the XXXX back in XX/XX/XXXX, informing them about the actions of my mortgage lender. While they expressed sympathy for the situation, they made it clear that once the check was cleared, they had no further involvement in the matter. \n\nSince these incidents I have felt defeated, weak, and lost all hope in feeling as though I can do anything. I do not know what crimes have been committed but all I know is, the money was never put in the escrow account, I never signed the insurance check of ( {$40000.00} ) and it was cleared anyways into an account I do not know, and I never cashed the check from the lender that they sent me for ( {$4000.00} ), and I never signed the statement to not sue them for damages. I have fallen behind on payments due mounting health problems, becoming XXXX, and XXXX XXXX have not even started. I had insurance to help with Mortgage payments in the event I become XXXX from another insurance company, but they also are refusing to help or get involved.","date_sent_to_company":"2025-04-07T16:59:58.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"551XX","tags":"Servicemember","has_narrative":true,"complaint_id":"12861607","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-04-07T16:42:14.000Z","state":"MN","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I had <em>insurance</em> to help with <em>Mortgage</em> payments in the event I become XXXX from another <em>insurance</em> company, but they <em>also</em> are <em>refusing</em> to help or get involved."],"product":["<em>Mortgage</em>"],"sub_product":["VA <em>mortgage</em>"],"sub_issue":["Escrow, taxes, or <em>insurance</em>"]},"sort":[23.061535,"12861607"]},{"_index":"complaint-public-v1","_id":"2772990","_score":22.45181,"_source":{"product":"Mortgage","complaint_what_happened":"On XXXX XXXX, XXXX, our home received significant damge from a hail storm. Our homeowners insurance sent out an adjuster to note damage and estimate cost of repairs. Once the process began other damage was noted. Our homeowners insurance company never sent the adjuster back to our home. They only requested photos of damage not listed on the adjusters original damages worksheet and estimates to repair that damage. I sent in a few to several including costs to demo and replace kitchen, dining & entry way tile. Cost to repaint bedroom walls, columns in the front of the house and more. They sent us and Wells Fargo Bank, XXXX, supplement checks. Again, no additional worksheets were done by our homeowners insurance. Wells Fargo required maintaining control of all our repair funds totaling over {$27000.00}. We have repeatedly requested them to send out an inspector again to document repairs and for us to get reimbursed for work done. Our kitchen, entry way & dining room tile has been demod. Were living in a house with only bedreom carpet for flooring. On each iccasion until XXXX XXXX, each person at Wells Fargo stated theyd have an inspector contact us to come out. When after weeks, no one did each time, Id call back. There was always some lame excuse. I was told all repairs had to be done for them to send out an inspector. Once we fought that, recently XXXX, XXXX both in Property Loss Departments have repeatedly refused to send an inspector, stating they will not send one due to Wells Fargo policy stating, since there was no worksheet or itemized list sent by our homeowners insurance on the breakdown of costs for material & labor on repairs pertaining to the supplemental checks issues, they will not send anyone nor pay for the repairs. This is our money. Money they draw interest on. Not us. After almost two years, this is just being disclosed to us. After almost two years of holding our money. Money that came to them for said repairs. They cashed those checks, without any request for this worksheet & breakdown of what it was for. So after almost two years, are we not only living in a destroyed home. A home we were given money by our insurance company to repair, and spent our own money to also repair, its horrific. Not only that, after almost two years, the costs of material and labor has gone up significantly. I asked XXXX at Wells Fargo & XXXX, so what, because our homeowners insurance cant produce something that never wxisted almost two years ago in this worksheet, we never get our money that youve stolen, we have to continue to live in our ruined home? They acknowledged YES! I asked why tbey cant simply send an inspector & theyll see the work thats been done & to pay for material with our money to repair our home. They refuse. So its more stealing and ripping off their customers! I even filed a complaint with tbe Arkansas Attorney generals Office regarding issues over a year ago. It resolved nothing. Conflict Resolution Specialist at Wells Fargo were nasty and not helpful. Even calling me a liar. We also received a letter from Wells Fargo acknowledging we can spend the restricted eacrow amount on our hose for other items not part of the damage. So that is another issue. Now they claim we cant. So we spent money on items tbey wont reimburse us for. Such as a hot water heater and some painting. It also reinforces the fact that nothing was ever said anout needing a worksheet for us to get OUR money to make or be reimbursed for repairs. \nOver the past two years they have also received additional payments on our mortgage that was specified to be applied to principle. Yet they have refused to apply it to that. They have refused having an auditor look at when those affitional principle funds were paid, and adjust our interest amounts based on tbe date & amount overpayments were made. The amount paid was not much, however, on an amortization schedule, thousands of dollars in interest payments are not being saved by us. Once again giving unethical funds to Wells Fargo that arent theirs. Not only that, but on a few or more occasions, when I called in to make the monthly payment, they insisted on less money than our monthly payment amount being due. And if that amount was paid, theyd then later charge us with a late fee for not paying the full amount of that monthly payment! So theres a second escrow fund with that money sitting there theyve misappropriated!","date_sent_to_company":"2018-01-05T16:10:59.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2772990","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-01-05T15:19:35.000Z","state":"AR","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":["On XXXX XXXX, XXXX, our <em>home</em> received significant damge from a hail storm. Our homeowners <em>insurance</em> sent out an adjuster to note damage and estimate cost of repairs. Once the process began other damage was noted. Our homeowners <em>insurance</em> company never sent the adjuster back to our <em>home</em>. They only requested photos of damage not listed on the adjusters original <em>damages</em> worksheet and estimates to repair that damage."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[22.45181,"2772990"]},{"_index":"complaint-public-v1","_id":"8291506","_score":22.293755,"_source":{"product":"Mortgage","complaint_what_happened":"Between XXXX and XXXX of XXXX I attempted to refinance my primary residence through Quicken Loans/ Rocket Mortgage. Closing documents were brought to my house on XX/XX/XXXX for me to sign. These closing documents did not match the closing disclosure that I had previously been provided. I was told by the person that brought the documents that she could not correct the numbers, but if i sign them I would have three days to cancel the loan if I was not able to get the error resolved. \nOn XX/XX/XXXX, I decided to cancel the refinance as this was not the first time mathematical mistakes were made by rocket mortgage in their own favor. Due to this established pattern I was not interested in doing business with the company I could not trust. I sent the notice of cancellation electronically and via mail. I also followed up via e-mail to confirm that the notice was received. The fact of my timely cancellation is not disputed. \nXXXX I received a refund check ( {$4.00} ) for the closing fees from QuickenXXXX attached to a letter that stated No other action is required of you.. That was the last communication I ever received from Quicken and I considered my business with them concluded. \nAt the end of XX/XX/XXXX I started receiving documents in the mail such as the released lien on my home and the released note on my loan. I attempted to contact my mortgage servicing company, XXXX XXXX, regarding these irregularities several times In early XX/XX/XXXX, I was finally put in touch with XXXX XXXX VP of Customer Relations, XXXX XXXX. She informed me that quicken had dispersed the funds for the payoff ( even though they were not supposed to ), but they had issued a stop-payment on the transfer. She told me they did not have Quickens money and that the release of the lien and the release of the Note was a mistake by XXXX XXXX. At this point, with my mortgage account having been closed ( and reflected on my credit report ), I was not able to continue making payments. I insisted that a new documents ( new note and a new lien ) be sent to me so that I could sign them and reestablish my mortgage account. \nOn XX/XX/XXXX XXXX XXXX assured me that I still had an active loan with them and this would be corrected with the credit reporting agencies and that the title company was working to reinstate the lien. \nOn XX/XX/XXXX I was contacted via telephone by XXXX XXXX who said she was calling to introduce herself as Quickens attorney. She made no mention to me of any money that had not been returned to quicken or of any pending lawsuit. When I asked her what does quicken have to do with this? she told me that Quicken were helping XXXX XXXX to fix the mistakes that was caused by their accidental payment. I repeated my request to her, Ill tell you the same thing I told XXXX XXXX : Bring me new lien paperwork and a new note for the previous principal balance, so I can sign them and we can get everything back on track. She told me that's what they working to do and ended the short phone call. \nThe next day ( XX/XX/XXXX ) I was served with a lawsuit from Quicken for not giving them their money back, claiming I am somehow responsible for all of this. Not only did they disperse money that they were not supposed to, but they did so without informing me of their mistake, into an account that I do not control. There was no attempt made by Quicken to resolve this prior to seeking the courts intervention, or to mitigate damages. \nQuicken also claims to have paid about {$1200.00} to my homeowners insurance that had already been paid the month prior. Not only was I not party to this or any other financial transaction with quicken, but even if I had not cancelled refinance, the there was no reason that they should have been sending money for homeowners insurance when it wasn't due again for 11 months. Furthermore, the following XXXX I was billed again for homeowners insurance ( from my insurance company ). This means that there was no overpayment credit remaining in the account from any ( claimed ) extra payment the year before. Due to an absence of communication for this and other unrelated issues, I did not continue business with farmers homeowners insurance ; I changed companies the following year ( XXXX ). \nTo date, the only money I have ever received from Quicken is the {$4.00} that was refunded to me from the closing costs in XXXX of XXXX. \nAfter finding out about the lawsuit, I attempted to log into my XXXX XXXX account only to find that my access to my own mortgage account had been removed. I have not gotten any response from XXXX XXXX since I was served with the lawsuit. \nOver the next several months quicken continued attempts to circumvent my right to cancel my mortgage ( refinance ) with them. Every offer they presented to me included me paying more money to them than what my principal had previously been. They refused to pay for any attorneys fees or damages that were result of their negligent dispersal. Not only did they attempt to take more money from me with every offer but many of them required that I allow them to incorrectly report my mortgage as delinquent to the VA even though I had never had an account with Quicken, nor had a late payment for the entirety of my mortgage with any other mortgage servicer or lender. \nNot only was that requesting that my loan be reinstated before I ever knew of quickens involvement or the lawsuit, but I repeatedly offered to pay quicken the amount that was paid off on my home minus the damages that were caused by the mistake that they made. Quicken refused all of my counter-offers. They continued to claim that it was somehow my job to chase down the people they gave money to and get it back for them. \nI also had money go unaccounted for as a result of Quickens interruption of my mortgage account. The balance of my escrow account was never returned to me or applied to any of the costs that the escrow was for ; it just disappeared. In XXXX (? ) I was reviewing the documents that I provided to the plaintiffs attorney, XXXX XXXX, for discovery. I found that the money I was missing and some of the money quicken was missing was taken by XXXX XXXX and reported to the IRS as interest paid during the year. When I contacted XXXX XXXX to let him know where his clients money was, his response to me was if XXXX XXXX has your money, you need to take it up with them. It seems the same rules dont apply to all of us. \nNow, due to quickens negligence and XXXX  XXXX fraud regarding the application of that negligent payment, I have an unjust judgment against me for almost {$450000.00} and a lien on my home for over {$330000.00} ( which exceeds what the payoff on my home was by several XXXX dollars ). All of this is in addition to almost {$120000.00} in damages that I have already incurred. As of XX/XX/XXXX my total damages are {$940000.00}.","date_sent_to_company":"2024-02-07T05:03:29.000Z","issue":"Closing on a mortgage","sub_product":"VA mortgage","zip_code":"75069","tags":"Servicemember","has_narrative":true,"complaint_id":"8291506","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2024-02-07T04:49:56.000Z","state":"TX","company_public_response":null,"sub_issue":"Fees or costs after closing"},"highlight":{"complaint_what_happened":["They <em>refused</em> to <em>pay</em> for any attorneys fees or <em>damages</em> that were result of their negligent dispersal. Not only did they attempt to take more money from me with every offer but many of them required that I allow them to incorrectly report my <em>mortgage</em> as delinquent to the VA <em>even</em> though I had never had an account with Quicken, nor had a late payment for the entirety of my <em>mortgage</em> with any other <em>mortgage</em> servicer or lender."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"company":["Rocket <em>Mortgage</em>, LLC"],"sub_product":["VA <em>mortgage</em>"]},"sort":[22.293755,"8291506"]},{"_index":"complaint-public-v1","_id":"1486341","_score":21.28677,"_source":{"product":"Mortgage","complaint_what_happened":"I received yet another XXXX page pile of papers from Ocwen, designed to confuse and baffle customers to the point of insanity. In XX/XX/XXXX I was cancelled by my insurance company for simply putting in a claim for damages caused by a XXXX tornado in XXXX, NY. That is such a strange occurrence that it was on the national news, featuring my very street and house. After taking six months to repair minimal damages, the insurance company cancelled my policy ; before I could make other arrangements Ocwen placed XXXX on the home. Okay, fair enough. In XX/XX/XXXX, I took my retirement from XXXX XXXX XXXX in a \" lump sum '', in order to get out of debt with EVERYONE I owed anything to. In XXXX, I called Ocwen XXXX at this point I had no idea how convoluted this corporation is ), and asked this simple question ( to a person located in XXXX reading from a script ) HOW MUCH DO I OWE YOU? I knew I was XXXX payment behind, from XX/XX/XXXX. The mortgage is supposed to be {$740.00}, and I was given a figure of {$1800.00}. That was supposed to be the mortgage for the missing month, XXXX XX/XX/XXXX XXXX, the mortgage for XXXX PLUS {$370.00} in \" fees ''. Okay, I paid it, and the check cleared. The bill I received in XXXX was still highly inflated, so I called AGAIN, and talked to yet another person in XXXX who I could barely understand. They were adding in the LPI, so I asked HOW MUCH to pay that off entirely. I was given the figure XXXX, which was supposed to be {$760.00} to pay for the insurance for THE YEAR, plus the mortgage payment for XXXX. AGAIN, I was told to send this to the payment center in XXXX XXXX, IL. XXXX I did not know at that time that Ocwen has different \" departments '' all over the country and all over the globe. The home office is in XXXX, research department in XXXX XXXX XXXX, Insurance Department in XXXX XXXX, call centers in XXXX XXXX primarily ), XXXX So obviously, as Ocwen is so famous for doing, the {$760.00} for insurance was \" lost '', and to this day they are trying to collect it, along with thousands of dollars in \" fees ''. Since calling Ocwen XXXX, once in XX/XX/XXXX, and once in XX/XX/XXXX and asking for a TOTAL of monies owed, and I have proof of them clearing and have not missed a payment since, why oh why are they still harassing me? The latest was attempting to raise the mortgage by {$150.00} a month for insurance which we supposedly did not buy in XX/XX/XXXX even though our insurance agent has provided proof XXXX times, to the point whereas I am embarrassed to ask him to do it YET again. Copies have also been mailed to your organization and to XXXX as well. As inept as this company is, I REFUSE to attempt to communicate with anyone associated with them any longer. I have lost two years of my life attempting to do so. They have an \" ombudsman '' who works for them whom I am supposed to contact. Yeah, right. They lose checks, misappropriate funds, I have received over half a dozen letters stating that they have not received payment for the month when the check has cleared. The letters are all dated AFTER the check has cleared, so it 's not a mail issue. Speaking of mail, up until I learned what kind of company Ocwen was, I used to send my payments regular mail, and no matter when they were mailed, XXXX weeks would inevitably elapse before the check cleared. They sat in a box until the late fee could be added. I used to say they used XXXX XXXX. Then I began sending them certified, same time as always, and a miracle happened. Since I could PROVE when I had mailed them, they could no longer attach the late fee! There is a \" grace period '' until the XXXX. I WISH I could provide \" proof of insurance '' for XX/XX/XXXX-XX/XX/XXXX, but I paid it to OCWEN, and it is obviously lost in outer space or in some employees or CEOs pocket.","date_sent_to_company":"2015-07-25T15:39:52.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"12306","tags":"Older American","has_narrative":true,"complaint_id":"1486341","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2015-07-24T18:11:38.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The latest was attempting to raise the <em>mortgage</em> by {$150.00} a month for <em>insurance</em> which we supposedly did not buy in XX/XX/XXXX <em>even</em> though our <em>insurance</em> agent has provided proof XXXX times, to the point whereas I am embarrassed to ask him to do it YET again. Copies have <em>also</em> been mailed to your organization and to XXXX as well. As inept as this company is, I <em>REFUSE</em> to attempt to communicate with anyone associated with them any longer. I have lost two years of my life attempting to do so."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional fixed <em>mortgage</em>"]},"sort":[21.28677,"1486341"]},{"_index":"complaint-public-v1","_id":"6802859","_score":20.982502,"_source":{"product":"Mortgage","complaint_what_happened":"My current mortgage company, Click n Close (FKA Mid America Mortgage) neglected to pay for my homeowners insurance policy out of my escrow account (although, the account showed the payments coming out). I found this out when I called the insurance company to make a claim after the hurricane. I have been in a 6-month long battle with them to get my home covered with the same level of coverage that I had. As of 3 weeks ago, I was told that they had secured a matching policy on my home  when I asked for a copy so that I could make the claim, they were unable to provide (because it didnt exist). 3 weeks later, they provided me with a copy of the same hazard policy that I have been telling them is not acceptable for the last 6 months. There is also a whole mess going on with a deferral vs. a forbearance. Per the attached recording, I very clearly called and requested a 3-month deferral where 3 payments are moved to the end of my mortgage. I found out in XXXX that they had placed a forbearance on my account and that 4 payments would be coming due on XXXX. Upon further discussion, I was told that, since the forbearance period had already occurred, that we could now get the deferral. At the very end of XXXX, I was notified that this deferral was rejected because there are unrepaired damages to my home from the hurricane (which have not been repaired due to their negligence in paying my insurance premium and then their ongoing delay in putting equivalent coverage on my home. At that time, they said we could do an extension while we continued to work everything out. \nClick n Close has continued to use bait and switch tactics throughout the last 6 months. I have 6 months worth of documented emails, letters, recordings that very clearly reflect their admittance of negligence and their continued abuse of power. I recently was told that a full coverage policy, matching my original policy, had been secured for my home. When I asked for a copy of the policy so that I could move forward with a claim, there was no response for weeks. At this time, Click n Closes lawyer stepped in and told me that I was only getting the hazard policy, that I have continued to reject. \nI have been working in a good faith effort with Click n Close for the last 6 months to resolve these issues, but it has become clear that they are going to continue to make this an impossible situation for me. I am currently in a home that has no coverage on any of my personal belongings, damage from the hurricane, and an increasing debt because of their deceitful practices with the deferral. They have also held on to my Flood insurance check because my account is in default, after I was told that my account was not in default and was given a disbursement agreement that clearly stated they would cash the check and send it back to me. \nI am hesitant to bring my account with them current because I do not want it to appear that I am agreeing to the forbearance (I do have the funds to bring the account current set aside and could easily do so). I do not want to submit a claim with the hazard policy because I do not want it to appear that I agree to accepting that policy either. My hands are tied, the hit to my credit with the forbearance is an attack. \n__________\nTimeline:\n\tNotified of Flood insurance lapse due to non-payment XXXX XXXX\n\tFlood insurance reinstated once Click n Close made payment\n\tConfirmed that other policies were in place and roof was covered\n\tPayment significantly increased, determined that escrow assessment was done and insurance was included twice, payment refund issued\n\tIncorrect payment again, refund issued\n\tIncorrect payment for third time (post hurricane), refund issued\n\tHurricane Ian  called to make insurance claim with home owners insurance, informed there was no payment made so insurance lapsed in XXXX\no\tEscrow account reflects homeowners insurance premium payments, payments never received by XXXX XXXX (multiple letters and notices sent to mortgage company during this time)\no\tSpent 5 weeks trying to connect with someone that would help me, no calls returned, no resolution\n\tEmail sent to XXXX XXXX, owner of mortgage company  XXXX  instructed XXXX  to take over\n\tRequest to have policy equal to (same coverage/cost) original homeowners policy  request met with Hazard policy that only covers building, higher cost, Click N Close only payee on policy (received subsequent email that they would cover any damage that would have fallen under original policy but that they could not issue it in a policy)\n\t4 months post hurricane, no equitable solution identified  suggested that Click N Close pay for damages directly and then take it up with their own liability insurance. \n\tDeferral requested and issued (3 months payments moved to end of mortgage)\n\tContinued receipt of late payment notices, told to ignore\n\tReceipt of hand delivered late payment notification - Called and was told I was on a forbearance, not a deferral, that 4 payments would come due on XXXX. \no\tRequest for call recording regarding deferral  not received to date\no\tClick n Close insists on forbearance, not deferral  will not make right\n\tI have obtained a recording of the call with Click n Close where the deferral was agreed upon\no\tTold that now that forbearance has been processed, can apply for formal deferral, will be approved\no\tLast week of XXXX, notified that deferral was not approved due to damage to home during hurricane  must repair damages before deferral can be issued\no\tUpon suggestion from Click n Close, extended forbearance so that repairs could be made and then deferral put in place\no\tFlood insurance check issued with homeowner and click n close listed as payees. Instructed to sign check, send to click n close  per disbursement schedule, they would cash check and send back for repairs to be made. \no\tCheck signed and sent to Click n Close in good faith  upon follow-up, was notified that they would be keeping the funds because account is past due (because of forbearance). \n\tUpon questioning, XXXX supplied a DIFFERENT disbursement schedule from the one received via mail and downloaded from site which states they will keep funds (contradicting original schedule). \n\tSo  Cant get out of forbearance to deferral (which was original agreement, not forbearance) until repairs are made, cant make repairs until flood check is cashed and funds sent back, wont send back funds because account is past due because of forbearance, cant move from forbearance etc, etc, etcstuck in a loop. \n\tConfirmation from XXXX XXXX on XXXX XXXX XXXX that I will have ongoing coverage equal to the coverage of the your insurance policy on your home until all necessary work has been completed\no\tWhen asked for a copy of the above policy, none was provided\no\tAfter multiple requests, a copy of the hazard policy was sent\n\tXXXX XXXX XXXX - New party assumes relationship from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX)\nXXXX XXXX provides copy of deferral conversation recording. Recording validates my claim regarding deferral and not forbearance. \no\tIn response to above finding, email was sent to XXXX  requesting a fair resolution ASAP: \n\tThe beginning of Fair Resolution (this list is not exhaustive and may continue to grow as more information is revealed): \n\tClick n Close should pay me outright for my damages from the hurricane and then leverage their own liability insurance on the back-end due to their error. No coverage was on my house at the time of the hurricane, this is due 100% to their negligence. \n\tClick n Close needs to provide me with a full coverage homeowners policy naming me, XXXX XXXX, as the payee immediately. Policy should match the policy that I had in place for the same cost. \n\tClick n Close should be responsible for helping me to secure long term homeowners insurance once the repairs to my home are complete, again matching original policy. Should a similar policy/cost not be available, Click n Close should, for a period of time, be responsible for the difference in cost. \n\tClick n Close needs to be held to the deferral agreement that was made over the phone post hurricane Ian (recording of call is available and clearly states that I requested a deferral). 6 payments should be shifted to the end of my mortgage, I will begin making regular payments again on XXXX. \n\tI refuse to work with Click n Close anymore and insist that my mortgage be moved to a more reputable company. I have a relatively low interest rate on my home, Click n Close should pay me outright for the difference in cost of my current interest rate vs. new interest rate for the lifetime of my loan. \n\tClick n Close needs to immediately release the funds that they are holding from my Flood Insurance to me and no longer needs to monitor the repairs to my home. \n\tAn audit should be done within Click n Close to determine if other homeowners are at risk of the same or similar situation due to negligence. Also, to determine where the funds showing as paid via an escrow account are ending up since it is obviously not always to the intended recipient.\n\tClick n Close should be held liable for XXXX XXXX XXXX XXXX, lost time at work. \n\tIn the event that long term medical issues or additional damages arise in the future as a result of mold/leakage/damages from hurricane, Click n Close should be held financially responsible for those damages. \no\tResponse received from XXXX XXXX contradicting prior confirmations and statements:\nFrom: XXXX XXXX  \nSent: XXXX XXXX XXXX XXXX XXXX XXXX\nTo: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   After providing you with a copy of the insurance declaration and the recording of a previous telephone call with a Click n Close agent, you responded by asking that you be named as the insured.  Please note, the insurance is a force placed policy.  Because it was acquired by Click n Close, then Click n Close is rightfully the insured.  We did contact XXXX  to explore the possibility of a policy addendum that might alleviate some of your concern of either lacking or losing coverage.  During a meeting with XXXX  to discuss your situation, however, a few things came to light:\n \n1)\tDuring an investigation of the property post-storm, the claims adjuster noted that the only damage found was for external wind damage.  Specifically, the adjuster reported wind damage to roof tiles, window shutters, screens, and an\nexterior light. The interior inspection did not find evidence of any storm related damage. There were no damages to the insured individual unit.\n2)\tThereafter, you were sent correspondence requesting a copy of your Covenants, Conditions, and Restrictions XXXXCC&Rs) for coverage review of any items the association does not cover.  \n3)\tTo date, you have not supplied the documentation necessary to move forward.\n \nWe are happy to expedite delivery of this information on your behalf so XXXX can proceed with consideration of a claim.  Please provide at your earliest opportunity.\n Further, as was previously explained (and what you observed in listening to the recorded phone call), your loan was placed in forbearance.  As such, and unless other interim amounts have been tendered, your payment would not go toward the XXXX XXXX payment.  I have asked customer service to provide you with updated figures so you have a clear understanding of what amounts are outstanding.  \n Please let me know if you have any questions upon review of the updated figures.  In the interim, I will anticipate receipt of your CC&Rs. \n Thank you.\n\tWith regard to points XXXX: the claims adjuster came out before the entirety of the issue with the insurance was revealed. At this point in time, I was made to believe that they would be covering my house with the same level of coverage provided by my original insurance company. It came to light after the fact that a sub-par hazard policy with XXXX  as the payee was actually what they were putting on the house. This is not acceptable to me and the reason that I have not proceeded further with the claim. I do not want to give the impression that I accept this policy. \n\tAlso, the adjuster never went into the roof to check for mold/other damages and it would be reasonable to believe that any damages observed immediately after the hurricane have likely gotten worse during the 6 month delay. \n\tReceived amount due on account which included 4 inspection fees. Inspection documents contain falsified information. \no\tAny information in these documents stating that the exterior or interior of my house was inspected are false, per their own notes in the document. They state that no access was granted, then state that the inspection was completed without issue. They state that they looked in my windows and saw window coverings, interior furniture, personal items, appliances, yet all pictures provided are of the guard station, there are none provided of my house. The document then goes on to confirm again in the additional comments section that access was not granted. \n\tAdditional errors: The property is under HOA, however the inspection notes otherwise. The document states that my roof is asphalt shingle, it is tile. It reflects the market value of my home as XXXX, it is XXXX. In addition, my flood insurance check was not even received by you until XXXX, so I certainly do not trust the validity that an inspection was even attempted in December. It reflects no exterior work needed and per your very own email, the adjuster reported wind damage to roof tiles, window shutters, screens, and an exterior light...\n\tI did receive calls from customer service to schedule inspections, to which I replied that they should halt any inspection activity due to the unresolved issues with my case and the fact that it was not clear to me how things would be proceeding (no inspections were ever scheduled). \n\nCurrent Status: \nBACK TO THE START, no advancement in over 6 months. Now dealing with Lawyer who is back tracking on any progress made.\n\tStill no resolution to homeowners insurance policy. Need roof replacement and other damages repaired  unable to do so. \n\tI should not be held to the limits and stipulations associated with a hazard policy given Click n Closes negligence. \n\tHouse is currently only covered by hazard policy which is not equitable to policy held  should another disaster occur before repairs can be made and a different policy put into place, I am left with less than acceptable insurance. \n\tWill likely be unable to secure a full coverage insurance policy in the future due to negligence of Click N Close. Suggested that it is their responsibility to find me equitable insurance and put that in place (cost/coverage match  Click N close not listed as Payee due to dishonesty, negligence, overall lack of reputability). \n\tCurrently living in a house with mold growing in cupboards and potentially walls/furniture  unable to repair, detrimental to health. \n\tI refuse to remain with this mortgage company once these issues are settled, however, if I switch to a new bank, I will lose the current interest rate that I have. \n\tClick n Close has noted the forbearance on me credit report inflicting further damage.\nI have consulted with a lawyer and have been told that it would not benefit me to engage with a lawyer because I have real damages that will need to be paid for. It will put me at a disadvantage to have to pay for a lawyer out of any settlement  this would leave me with less funds than required for repairs (if I were suing an insurance company, the situation would be different, and the insurance company would have to pay for legal fees). \n\nEmail sent to XXXX XXXX (XXXX)\nHello XXXX, \nMy name is XXXX XXXX and I currently hold a mortgage with Click n Close (account: XXXX). I was impacted by hurricane Ian 3 weeks ago and sustained damage to both the inside and outside of my home (flooding, wind damage, etc..). My house is within XXXX XXXX of the XXXX XXXX XXXX and XXXX XXXX XXXX, my area was a direct hit. Following the hurricane, I called my insurance company to file a claim and was informed that they do not have a policy for me, that they had never received payment from my mortgage company/escrow, so they let my policy lapse back in XXXX. Understandably, I was shocked and immediately overcome with panic. I have seen what appears to be the payments coming out of my escrow account the whole time. My insurance agent forwarded me emails from them, requesting payment, with copies of the policy documents. After spending hours on the phone per day for the remainder of that week, going in a customer service circle, I finally was able to get someone on the phone that sounded like they would be able to help me. Since that time, I have not received one single call back regarding this. I have called and called, spent more hours on the phone being transferred from this person to that person and then back to the first person, I have requested call backs, I have requested to be escalated, I have begged for someone to just please help me  and here I am, three weeks later with mold growing in my walls, unable to submit a claim to FEMA because I have to be able to identify my insurance company on the claim, very late to the game with hiring contractors (which means I will need to sit with this for weeks/months before I will be able to get someone here to do the work), mentally and physically exhausted from the clean-up, traumatized by what Ive seen from the hurricane, waking up with panic attacks in my sleep, and absolutely no further along than I was 3 weeks ago.\nI want to call out, I had a similar issue with my flood insurance back in XXXX (Click N Close didnt pay the premium and it had lapsed), luckily, we caught that, and we were able to have a check sent immediately and they were able to back-date the policy so I had no lapse in coverage. At that time, I asked if everything was all set with my homeowners policy and was told that it was. \nI was told that a forced policy would be put on my house, but that it would be the minimum coverage  this is unacceptable to me. Attached is the policy that I should have had on my home, I demand that the coverage I receive matches this. In addition, the insurance pay out checks need to go directly to me  in no way, based on my recent experience, do I believe Click N Close (with whomever their insurance company and whomever the escrow company is) is competent or responsive enough to make payments to my vendors in a reasonable manner (timely, correctly, etc..). This is my home and my life  I know that sounds histrionic, but my Mother was diagnosed with a XXXX XXXX XXXX not long ago which originated from XXXX XXXX, she has since had a XXXX XXXX XXXX  I take this very seriously. \nI also want to add that in XXXX I noticed that my mortgage payment (automate draft) had increased significantly. I called to speak with someone about that and was told that it was because they reassessed my escrow and my insurance premiums had changed. I asked to see the documentation, and upon reviewing, saw that my insurance was being counted twice! So, not only was it not being paid, but I was also being billed for it twice. At that time, they said that they would send a check to reimburse the difference and that it would be corrected going forward. Surprisingly, the payments were still incorrect for my next few drafts. In addition to all of that, my drafts were put on a deferral/forbearance due to the hurricane for 3 months. Surprisingly, a payment was still drafted out of my account last week, the automatic draft never got updated when the deferral was activated. As it stands today, I have spent (again) hours on the phone to get this resolved and have been reimbursed for all but the very first one, I am still owed for that incorrect draft. \nI know I am going ALL THE WAY up the chain by reaching out to you directly, I feel like I have no other choice, no one is helping me, no one will escalate my case, I have no visibility into what is going on  I need someone to fix this now. Secondary to all of this, you should know that the customer experience has been awful. I work for XXXX, in the customer experience world  managing change to ultimately ensure that our customers have the best experience possible, I know that this feedback would be impactful to our leadership team, I hope it is to you as well.\nI thank you in advance for your time and consideration  \nXXXX XXXX\nSecond Email sent to XXXX XXXX XXXX:\nXXXX XXXX, \nYou may remember that we communicated back in XXXX after my home was impacted by Hurricane Ian; as a reminder, upon calling my insurance company, I was notified that my policy had lapsed some months ago due to Click n Closes negligence in their fiduciary duty to pay my homeowners insurance premium out of my escrow account. I want to make you aware that, at nearly 5 months after the hurricane, there has been no equitable resolution to this issue  as a matter of fact, the issues continue to pile up. I am being met with dishonesty and proposals for resolution that are not acceptable. I have been more than willing to work with Click n Close to come to an agreeable path forward, but that does not seem to be happening as I am being met with one bait and switch issue after another and with proposed resolutions that benefit Click n Close while leaving me at a significant disadvantage. I should not have to be held to a hazard policy (with Click n Close listed as the only payee) with its stipulations, and limits. The fact is that there was no policy on my house at the time of the hurricane due to Click n Closes negligence. Due to a lack of reasonable action, I insist that Click n Close is liable for the repairs due to the negligence in paying my policy premium, should pay me out in full based on estimates, and then leverage your own insurance to recoup on your loss. I would also suggest that Click n Close is responsible for finding me a full insurance policy that matches the policy that I held and at the same rate (or less). Finding insurance in Florida after the storm will be nearly impossible and it is absolutely Click n Closes negligence that has put me in this position. I will not be able to find equitably insurance, especially not if I am put on a hazard policy to make a claim. I am very concerned that, at this time, there is only hazard insurance covering my house  again, this puts me at a significant level of risk should any other issues arise, which may require insurance intervention. I have also been unable to begin repairs to my home since the hurricane due to this ridiculous situation that I have been put in. I am left living in a home with mold growing in my cupboards, floors, and walls and have been sick for months. \nI am disgusted with how this issue is being handled. I have continued to act in good faith and have been met with dishonesty, incompetence, and a blanket disregard for your fiduciary duty as the holders of my mortgage/managers of my escrow. I have absolutely zero trust that your company will do the right thing at this point due to my dealings to date. I would like to schedule a call with you so that we can discuss an acceptable path forward. If we are unable to come to a path forward, I will proceed with additional action, that is not the route that I want to go, but it is becoming clear to me that I am being left with little choice. \nThank you for your time, consideration, and prompt response. \nXXXX XXXX XXXX sent to FL Insurance Commissioner: \nI have been left in a unique situation after Hurricane Ian that I have been trying to resolve for months now but cannot seem to come to an agreement on. I am a homeowner in FL, my mortgage company Click N Close (formerly XXXX XXXX) is supposed to pay my insurance premium from my escrow account. Upon being hit by Hurricane Ian, I called my insurance company and was told that I do not have an active policy, that it had lapsed due to non-payment. The payments appeared to have been coming out of my escrow account and were just never reaching the insurance company. The insurance company sent them multiple requests for payment, only to receive no response. Important to note, this same issue occurred with my Flood insurance earlier in the year, I caught that at the time and was able to resolve the issue right away; at that time I also asked for confirmation that there were no issues with my other policies. Unfortunately, in the case of the homeowners insurance, it had been too long since the lapse in coverage and the insurance company was not willing to reinstate the policy. \nThe mortgage company has admitted fault in this matter (after I had to reach out directly to the owner of the mortgage company, I had been stuck in a customer service loop for over a month). The owner put me in touch with someone in the escrow department. Their resolution offer is to back date a hazard policy on my house and to use that to cover any damages. Of course, this policy does not cover what my original policy covered and lists them as the only payee of the policy. The did provide an email to the effect that any additional damages, hurricane related, they would pay for outside of the policy. Ultimately, I am not OK with this resolution. As it stands, I currently have less than acceptable coverage of my property (hazard only) because I cannot get a new policy with the outstanding hurricane damage being in a state of disrepair. I do not want to make a hazard policy claim as that will negatively impact me and I believe cause me to not be able to find affordable coverage in the future. I also believe that it will be nearly impossible for me to get the same level of coverage that I had at the same cost due to this lapse in coverage and potentially having to make a hazard claim. \nI have spoken with a lawyer and understand that suing my mortgage company would not be the best path to go as I have real damages that need to be paid for, even if I were to win, I would end up at a deficit because I would have to pay the lawyer myself. \nI really do not know what to do  there is MUCH more to this story (multiple other mistakes made by the mortgage company) and I have documentation of everything. I know you arent the mortgage commissioner, but I need help to secure adequate coverage on my property immediately and I believe it should be at the cost of my mortgage company (I also think they should have to pay for my repairs out of pocket and then take it up with their own liability insurance to recoup their costs).\nAny direction would be much appreciated  Im desperate to begin making the needed repairs on my home before we start the rainy/hurricane seasons again. \n\n3rd Email sent to XXXX XXXX XXXX XXXX, \nYou should be aware of the practices that your team are leveraging as it relates to your clients. I have been met with contradictions and dishonesty at every single turn. This is disgusting, especially given the complete mess that Click n Close has caused me due to negligence in fiduciary duties. We are currently nearing 6 months post Hurricane Ian and still have no resolution to the below:\nI am requesting your assistance to resolve the below issues immediately (NOTE: all email interactions are included in the body of this email should you wish to review in context):\n\tHomeowners Insurance Policy (I currently do not have a policy on my home due to Click n Closes negligence, should there be a catastrophe, I lose everything that I own):\no\tPer XXXX  on XXXX XXXX: I personally contacted the insurer and received confirmation that you will have ongoing coverage equal to the coverage of your insurance policy on your home until all necessary work has been completed.  Please note, you will need to procure another insurance policy for your home immediately following completion. \n\tUpon receipt of the above, I requested a copy of the declarations page that reflects me listed as the payee on it (as I was with my original insurance coverage that you are matching). I have yet to receive a copy of the insurance policy, I do not understand the delay if the policy is real and in place. \n\tDisbursement of flood insurance:\no\tI was mailed a disbursement letter that had very different language from what I am being held to regarding the release of my funds (attached you will find the disbursement schedule that was originally sent to me vs. the schedule that XXXX sent to me after keeping my funds). Per XXXX, my account is in default due to the forbearance; also, per XXXX (see screenshot below), my account is not in default because I have a forbearance in place. The letter that was sent to me was sent while the forbearance was already in place, so there is no excuse as to why the letter that I received would not be the disbursement schedule that I am being held to (Per the Disbursement Schedule and Procedure that was sent to me, upon receipt of the required documents, Click n Close will deposit the claim check and send me a check for XXXX XXXX of the total claim funds, or the claim funds minus my unpaid principal balance  whichever is greater). Given that the check was for less than XXXX, I insist the entire amount to be cashed and sent back payable to me ASAP based on the language in your Disbursement Schedule and Procedure. \n\tDeferral vs. Forbearance:\no\tI insist upon reviewing the recording of the call where the deferral (forbearance) was agreed upon. I hold fast that a deferral is what was agreed upon, and if this is the case, Click n Close should stand by that. If I did agree to a forbearance, then we will move forward from there. \n\tTo date, I have received zero response to my multiple requests to review the call. Review of this call will definitively settle this matter. \n\tAccount Status:\no\tThe forbearance (again, in dispute) period on my loan ends on XXXX XXXX  I need to know how to proceed based on XXXX cryptic email below. \n\tMy initial request (in response to XXXX  note that they were keeping my flood funds due to my account being in default, which, to be clear, I am disputing per the above): I would like confirmation that if I bring my house payments current and out of the forbearance (that should have been a deferral), that the remainder of the funds for my flood insurance will be released to me. I certainly do not want to assume, given the bait and switch with the disbursement schedule letters.","date_sent_to_company":"2023-04-07T01:14:39.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"33908","tags":null,"has_narrative":true,"complaint_id":"6802859","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Click n' Close, Inc.","date_received":"2023-04-07T00:36:10.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>also</em> believe that it will be nearly impossible for me to get the same level of coverage that I had at the same cost due to this lapse in coverage and potentially having to make a hazard claim. \nI have spoken with a lawyer and understand that suing my <em>mortgage</em> company would not be the best path to go as I have real <em>damages</em> that need to be paid for, <em>even</em> if I were to win, I would end up at a deficit because I would have to <em>pay</em> the lawyer myself."],"product":["<em>Mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[20.982502,"6802859"]},{"_index":"complaint-public-v1","_id":"20025416","_score":19.483316,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing a complaint regarding delays by M & T Bank in releasing insurance claim funds needed for repairs to my property. \nMy property experienced significant damage affecting XXXX kitchens, a basement area, and a hallway, with total damages exceeding {$15000.00}. My insurance company issued funds related to this claim, and the insurance check was sent to M & T Bank as the mortgage holder so that it could be endorsed and repair funds released. \nM & T Bank has had the insurance funds and required documentation for more than XXXX weeks. During this time, I have contacted the bank repeatedly, approximately XXXX to XXXX times per week, requesting updates on the status of the funds. Each time I call, I receive different information and timelines such as XXXX hours, several days, or XXXX days, yet the repair funds have not been released. \nAn inspection of the property has already been completed. However, instead of releasing the repair funds, M & T Bank continues to delay the process and has even scheduled additional inspections while refusing to provide a clear timeline or escalation contact. \nThe bank did release approximately {$2100.00} related to personal property ( appliances ) that my insurance company included on the check. However, it took XXXX weeks for this amount to be released. When I requested an itemized explanation of what the payment represented, no representative could provide a clear answer or breakdown of the amount. I even requested that a representative review prior calls, and I recorded XXXX of the conversations because I was unable to obtain clear information regarding the payment. \nMy insurance company issued approximately {$3500.00} for personal property, but I was forced to use those funds to pay my contractor in order to keep repairs moving because M & T Bank has not released the repair funds needed for the project. \nIn total, I have now paid more than {$6000.00} out of pocket for materials, appliances, and supplies in order to begin repairs and maintain safe living conditions for my tenants while waiting for the insurance funds to be released. \nBecause of the delay, the XXXX kitchens in the building have been unusable for approximately XXXX weeks, significantly impacting my tenants. I have had to discount rent and address tenant complaints about the lack of functioning kitchens, and some tenants have expressed that they may terminate their leases due to the ongoing situation. \nI am also a XXXX XXXX, and I have had to remain home to coordinate repairs, inspections, and contractor work because of these delays. As a result, I have missed more than XXXX weeks of work and income while trying to resolve this issue. \nThe continued delays have now caused significant financial hardship. I have exhausted my personal funds trying to maintain the property and keep my tenants in place. As a result, I am now at risk of being unable to make my mortgage payment on time, and my contractor can not continue work without payment because the repair funds are still being held by M & T Bank. \nDespite multiple requests, representatives have not provided a clear timeline for releasing the remaining funds or contact information for a supervisor or corporate escalation department. \nI am requesting that M & T Bank immediately release the remaining insurance repair funds so that repairs can proceed and my tenants living conditions can be restored.","date_sent_to_company":"2026-03-06T03:19:36.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"60617","tags":"Servicemember","has_narrative":true,"complaint_id":"20025416","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"M&T BANK CORPORATION","date_received":"2026-03-06T02:27:10.000Z","state":"IL","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 am filing a complaint regarding delays by M & T Bank in releasing <em>insurance</em> claim funds needed for repairs to my property. \nMy property experienced significant damage affecting XXXX kitchens, a basement area, and a hallway, with total <em>damages</em> exceeding {$15000.00}. My <em>insurance</em> company issued funds related to this claim, and the <em>insurance</em> check was sent to M & T Bank as the <em>mortgage</em> holder so that it could be endorsed and repair funds released."],"product":["<em>Mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["Escrow, taxes, or <em>insurance</em>"]},"sort":[19.483316,"20025416"]},{"_index":"complaint-public-v1","_id":"4451058","_score":18.922783,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX  XXXX XXXX IL owned by XXXX XXXX XXXX aka XXXX  XXXX XXXX, sold mobile home to me XXXX of XX/XX/XXXX backdated paperwork to XX/XX/XXXX then XXXX XXXX  XXXX refused to give me copies after signing ( I was already moved in and paid XXXX dwnpymt, utilities deposits, expenses to move etc ) and said XXXX would mail me copies but then approx. few days later she called saying I initialed wrong and sign again but whole new contract and refused to give me the original contract signed and again they would mail me copies ( mailed to me XX/XX/XXXX, recvd XX/XX/XXXX ). 30 days to report anything for repairs but maintenance had been fired and two weeks later another man XXXX hired and half of repairs never done nor power washing of exterior. XXXX drawn out repairs saying parts not here yet, parts not available then just dropped it all after a year of waiting went by. That is when pandemic had began and a work injury with XXXX  and XXXX XXXX etc I had to go thru and wasnt returned to full duties at my employment until two months ago. I had tried to hire an XXXX but no one in this county wants to take any kind of case against XXXX. XX/XX/XXXX XXXX raised lot rent again and also trash service as well. XX/XX/XXXX, recvd letter XXXX was being sold or assigned ( believed to be sold ) along with their other XXXX XXXX XXXXXXXX XXXX in XXXX IL where XXXX was promoted to ( a bigger park ) the end of last year. Sold to 21st Mortgage taking effect XX/XX/XXXX. In XXXX despite all residences of both parks residents having paid their trash service, trash was not picked up for two and half weeks - assumed that XXXX did not pay the last month trash service for both XXXX XXXX, thus stealing money and harming tenants. XXXX sent letters of the upcoming sell and chg of where mortgage pymts to be made beginning XX/XX/XXXX AND that the contracts and all remained the same just who being paid would chg. 21st Mortgage started sending spam letters to sell insurance for the mobile homes to all residents. Then XX/XX/XXXX I received two different envelopes each with same one page letter dated XX/XX/XXXX from 21st mtg stating I had to have insurance and they were going to provide and charge me for it back dated to XX/XX/XXXX. I made copies of the contract page 3 of 5 showing I am not required to have insurance on the XXXX. Also, I made a copy of letter from XXXX XXXX highlighting the contract stated the same. Further, I made a copy of another page Additional terms of contract and security agreement Homeowners Insurance Acknowledgment Retsil Installment Contract Amendment that states specifically NOT requiring me to have/provide insurance on mobile home and I have the right to not insure it if I so choose. I mailed these copies along with a copy of XXXX Mtg threat letter recvd XX/XX/XXXX as stated previously by priority mail last Monday. While I was at work today, voicemail was left by 21st insurance dept that my mail had been recvd by them and that it no longer applied because they 21st, required insurance and I had contract with them now. I do not have a new contract nor did I agree to any of this. A year after purchase I found out this trailer had from previous tenant had hole cutout of huge part of kitchen floor. This was all remodeled with floor put in which apparently covered two heat/cooling vents that caused serious problems unable to heat when this year late winter our temp dropped to more than 20 below zero and stayed like that for approx 3 weeks. Also this sell of contract and reviewing contract and talking with new neighbor in XXXX  next door that originally XXXX had said was exact same size and model make of trailer but the neighbors XXXX  is slightly bigger and is a contract for 14x60. My contract is for a XXXX XXXX XXXX. Interior I measured at least 7 times, and it is 13x59. The kitchen cabinets have XXXX XXXX but another neighbor said they put those in. Further, the taxes to XXXX co Illinois I pay every year shows 14x64, 896 sq ft, XXXX XXXX but it is all a lie. The original paperwork during going to purchase mailed me shows a XXXX 14x60 is XXXX value for financing and a XXXX 14x64 is XXXX. So they committed fraud and changed measurements so I am paying on a trailer that doesnt exist and paying XXXX more than what it should have been. The trailer can not be insured because all the paperwork is fraudulent. I cant sell because this trailer doesnt match the contract size and sq ft. Disclosure wasnt given that if a trailer is 15 years or older and resident wants to sell, they have the discretion to refuse. Further the value fraud and increasing loan XXXX dollars more makes it impossible to sell because the size is falsified and incorrect and the value is almost half what I was charged. I tried to make police report and the XXXX p.d. Said no they wouldnt come out because it is a civil matter and no crime has been committed that they take care of. The sale paperwork is by another company affiliated with XXXX XXXX under same umbrella, The XXXX XXXX who sent paperwork Good Faith Estimate that states same interest rate and loan term with pymts of XXXX per month. The contract has same interest and loan term with pymts of XXXX. The paperwork now going over it, doesnt even match. It states in GFE there is no prepayment penalty but then the contract penalizes me if I pay off early that no interest is refundable. This prepayment nonrefundable interest also was never disclosed. The extreme damages and flooring replaced with a board put across not actually fixed correctly which shows now on the floor after two years living here and I am the only one here. I am a divorced single female over XXXX  years of age near XXXX. At this point I have an uninsurable trailer that is unsellable because the trailer I am in doesnt exist and It is possible this isnt even as new as a XXXX, maybe not even an XXXX XXXX. I believe the fraudulent contract is criminal. Then XXXX unloaded their criminal actions onto 21st mtg who is slimy serpent in their claims they dont have to honor the contract not requiring insurance. I have not contacted 21st that this trailer is not as stated in the contract thus uninsurable because the trailer specified in the contract doesnt exist. It is obvious XXXX lied about size to up their profits. No one can make this trailer be four feet longer. The walls are four inches thick so it isnt even 14x 60 on the outside measuring it including siding and everything its short 1/3 ft. This is a 13x59 which and nothing like the 14x60 next door I seen last week the interior. They pulled those kitchen cabinets and replaced with new but not used from another trailer which is what I believe they did with this one. Yet their contract purchase is for a 14x60. Their trailer looking larger than mine inside may be the paperwork for this trailer at 14x60 and mine 14x64 May be their paperwork or maybe all their trailers are falsified to gain higher sales prices. The county doesnt check anything just takes whatever is mailed filed with the county as true apparently.","date_sent_to_company":"2021-06-11T08:55:29.000Z","issue":"Trouble during payment process","sub_product":"Other type of mortgage","zip_code":"61401","tags":null,"has_narrative":true,"complaint_id":"4451058","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"21ST MORTGAGE CORP.","date_received":"2021-06-11T07:22:12.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX sent letters of the upcoming sell and chg of where <em>mortgage</em> pymts to be made beginning XX/XX/XXXX AND that the contracts and all remained the same just who being paid would chg. 21st <em>Mortgage</em> started sending spam letters to sell <em>insurance</em> for the mobile <em>homes</em> to all residents."],"product":["<em>Mortgage</em>"],"company":["21ST <em>MORTGAGE</em> CORP."],"sub_product":["Other type of <em>mortgage</em>"]},"sort":[18.922783,"4451058"]},{"_index":"complaint-public-v1","_id":"3142608","_score":18.870716,"_source":{"product":"Mortgage","complaint_what_happened":"To Consumer Financial Protection Bureau Re : All Participating 3rd Parties Associated with Home Equity Closed-End Loan : Wells Fargo Bank Financial In XX/XX/XXXX, a pipe burst inside the wall of my house. It flooded about 70 % of my house and the insurance denied the claim and would not pay for the damages. The only choice I had was to apply for a Home Equity loan using my resident as collateral - to pay for the repairs and damages. I applied for a Closed-end Home equity Loan secured by my separate property dwelling I purchased XX/XX/XXXX. \n\nThis information was told to the loan office XXXX XXXX at the time I applied for the loan, however, XXXX told me I did not qualify for a Home Equity Loan because I did not want to include my estranged husband on the Loan, Mortgage, Deed of Trust and Title because this was my separate residence I bought before I had known and married my estrange husband. \n\nI told XXXX XXXX, I did not want to apply for the Home Equity Loan if he ( my estranged husband ) had to be included on the Loan and Deed of Trust and the Property Title because we were estranged ... I immediately terminated the loan request. I told XXXX, I did not want to apply for the loan because I was not deeding my property over to my estrange husband I terminated request. \n\n( While you can get a home equity loan without your spouse as a co-borrower, I will have to have his consent even if his name is not on the deed. The property used as collateral is my separate residence I bought before I had known and married my estrange spouse ). My estranged spouse signed document stating he did not have any interest in the property or the loan.\n\nNevertheless, approximately two ( 2 ) hours later ( after I refused to apply for the loan ), I received a call from XXXX XXXX at Wells Fargo Bank Financial stating that she had spoken to her Supervisor ( at Wells Fargo Bank ) and she ( XXXX ) was told by her Supervisor ( Wells Fargo Bank ) that I could get the loan and deed of trust and Property Title in my name ONLY since I had bought the property in XX/XX/XXXX. \n\nXXXX stated her Supervisor ( Wells Fargo Bank ) told her ( XXXX ) that my estrange husband had to sign a Waiverstating he ( my estrange husband ) have NO CLAIM to the property and His name will not appear on the Loan, Mortgage, Deed of Trust, and Property Title, with this being told to me by XXXX and her supervisor, I felt confident and I proceeded with the loan. \n\nWe ( myself and estranged spouse ) signed those document at the request of XXXX XXXX stating he ( my estrange husband ) were waiving his interest in the property and waiving any rights for Loan, Deed of Trust, Mortgage and Title all interest was waived. \n\nI was deceived and my property was fraudulent recorded with my estranged husband name on the Deed of trust and Title. This must be corrected. This a very serious Deception because of the deceptiveness practice by Wells Fargo Bank. \n\nI applied for a loan modification and I am refusing to sign the loan modification documents because of the information on the title and I disagree, so I CAN NOT sign these documents for fear of deception. When the title is corrected, I will proceed with the signing of the documents, because this is not fair to be misinformed. \n\nAlso Wells Fargo Bank deceivingly had documents to give my estranged husband Power of Attorney to my Property and this Property has been WILLto my ONLY CHILD because it was awarded to me through the Court in the State of Texas. XXXX and Wells Fargo have created a horrible deceptive incident that need correcting the title need to be recorded in my name ( ONLY ) as promised upon closing. \n\nI was mislead and deceived, this is theft by deception, fradulent. XXXX deceived me by putting my estrange husband on the Deed of Trust and Title giving him ( my estranged husband ) Power of Attorney over my property, when she assured me this would not happen if both clearly sign document to waive his right. \n\nI If I had known XXXX were deceiving me, I would have never accepted the loan. XXXX XXXX deception is a violation of Regulation G issued by the Bureau of Consumer Financial Protection to comply with the Secure and Fair Enforcement for Mortgage License Act ( S.A.F.E ) Act. I am aware that the SAFE Act was put in place to monitor all participating parties to the transaction ; enhancing consumer protections ; supporting anti-fraud measures ; and providing consumers with easily accessible information. \n\nI am not requesting or claiming any type of monetary damages and hopefully I will not in the near future, I only want my estranged husband name taken off my property Deed of Trust and Property Title. \n\nMy belief is XXXX XXXX deceive me to make her monthly production quota in order to make her monthly bonus ... at my expense causing unnecessary legal challenges.","date_sent_to_company":"2019-02-05T00:04:06.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"77067","tags":null,"has_narrative":true,"complaint_id":"3142608","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2019-02-04T23:22:11.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["To Consumer Financial Protection Bureau Re : All Participating 3rd Parties Associated with <em>Home</em> Equity Closed-End Loan : Wells Fargo Bank Financial In XX/XX/XXXX, a pipe burst inside the wall of my house. It flooded about 70 % of my house and the <em>insurance</em> denied the claim and would not <em>pay</em> for the <em>damages</em>. The only choice I had was to apply for a <em>Home</em> Equity loan using my resident as collateral - to <em>pay</em> for the repairs and <em>damages</em>."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"sub_product":["<em>Home</em> equity loan or line of credit (HELOC)"]},"sort":[18.870716,"3142608"]},{"_index":"complaint-public-v1","_id":"2948248","_score":18.819881,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX I was threaten to sign a fraudulent mortgage loan that was a predatory loan scheme that was with deception, misleading information, deceit that was with threats, because everything a broker name XXXX promised was with misrepresentation, lies to force me to sign the fraudulent note with four fake attorneys who did conduct the threats for a XXXX the claim bank/lender. I was told my mortgage payment was to be lower than my XXXX XXXX XXXX Equity Line of Credit mortgage loan from XXXX XXXX that I have been with since XX/XX/XXXX where my Equity line loan payments was aright around {$680.00}. I was with a mortgage Equity Line Credit of {$140.00}, XXXX from XX/XX/XXXX to a XX/XX/XXXX over 18 months of this payment where the balance was approx {$140000.00} that went to a {$170000.00} with the fraudulent loan with a {$1300.00} affordable unlawful fraudulent force to pay where I was under duress and threats from fake attorneys claiming there is attorney fees and brokers fee and other debt payout to get over {$30000.00} plus added that was indeed fraud. I refused to sign but was threaten that it was too late they have already pay off XXXX XXXX and yes this sound odd but this was my first home and I was lost and knew nothing on what to do they forced me to sign and so start the fraudulent mortgage. The next part is a XXXX never got the to pick up the loan they went bankrupt so my loan that should have went back to XXXX XXXX did not because these fraudsters who already theft, steal money off my Equity line by fraudulently skimming off my Equity line of Credit in disguise of over {$30000.00} so I was left out in the mortgage pool no one funding but paying still with a fraudulent created note and mortgage where months later a servicer name Select Portfolio Servicing start sending mail fraud that I must now start paying them ( question here is who are these thieves ) when they had no bank or investor until I had to file for protection XX/XX/XXXX and in XX/XX/XXXX SPS fraudulently claim a XXXX XXXX XXXX XXXX is my claim bank when a XXXX had no lawful rights to assign and because of that they created a second mortgage on the same XXXX note fraudulently also using the same XXXX Id to pretend and continue the fraud claiming to be the first when a second mortgage can not be with the same note or XXXX identification without changing the note completely and changing the XXXX Id they kept the pretense to keep forcing me to pay because such unlawful it will and is fraud. My filing for Bankruptcy in XXXX for protection never happen I was never protected they never prove they own the note even when I was paying the Bankruptcy court the fraudulent claim of escrow shortage and still paying them forced past due escrow and unfavorable affordable mortgage with even living breath hard earn real money that was with a SPS fraudulently claims. I was paying also the claim past due that was all lies, and I had no choice from the bankruptcy court that they needed to go to jail because communication was to be with the bankruptcy court trustee and attorneys who I know find out was in the alliance a XXXX attorney firm when another attorney after all explain to me that I was being defraud. I fired that attorney on my Chapter XXXX and had no choice but to file a Chapter XXXX for further protection where my property under the protection 522 law is with and for exemption that is federal and states., It was where I was hoping that the Court will request all endorsement for note ownership only to be left alone no one cared because today bankruptcy courts are all in this alliance so I was still left with the unlawful forced to pay even after Bankruptcy Discharge of mortgage where the note if no real bank, or investor if there was a fraudulent second note to impaired the first all transaction is VOID, INVALID. I was only to be told the amount of discharge mortgage went up when if anything else this was to be a negotiable discharge for Fair Market deductions and all bankruptcy computerization calculations where with no collateral or equity left to pay the frauds all is VOID. But I am to pay the same fraudulent discharge mortgage with no help whatsoever from law keepers and a note that is indeed void and frauds that never got caught and today the court and title office is with alliances, government officials and all court in fear of breaking the alliances will not help, so I am left with paying money laundering to a fake bank/lender for now over 11 years still fighting the courts from the lower court to the federal courts to now hoping the Supreme Court of Georgia see this is a big ponzi scheme to defraud home owners, the real banks, the government and defraud the United States. I am in a world pool that is I am being defraud, a XXXX XXXX XXXX XXXX with the use of fake servicers SPS a  XXXX Superior Court tile office, Judges, attorneys, Sheriffs, Polices, insurance agents, title tax appraisals agents, maybe the FBI, just about all law keepers today is with this alliance to not have anyone expose this huge ciaos of economy destruction mortgage fraud scheme and I am a victim of this fraud in the United States and someone has to put a stop I am a single mother who is with this getting dismiss from every court not wanting to help me, and today I am paying as a tenant in my own home where there is wrongful filing for foreclosure a fake XXXX XXXX   with fraudulent amounts and no matter what documents I submit as proof an attorney comes to court with fake, misleading and their assign judge in the alliance to play the game of befriends unlawful cover-up scheme to defraud me even threaten me to be put in jail for 10 days taking too much of the cover-up in a XXXX Magistrate fake court room malicious intentions performances in front of XXXX of my children witness me being threaten that I did not prove the property is mine when my name is at the XXXX XXXX XXXX paying property tax since tax year XXXX and I still live there never abandon my property ans still paying the fraud under duress and threats, HELP! HELP!! HELP!!! HELP!!!!! this XXXX XXXX XXXX XXXX, with SPS attorneys, judges, superior title office of XXXX are FRAUDS. It is time I get some real lawful Help I am being deprived of my Constitutional rights the due process of laws are my Constitutional Law Rights. I am still unlawfully force to pay thieves, criminals, fraudsters all this alliances must stop for me the predatory lending is going on 16 years with the amount of payments made under threats through fraud and my Georgia Exemption of over {$20000.00} I have paid my home off and today still is force to pay fraud because no one wants to break the law keepers alliances of the mortgage fraud in this country cal USA. I seek justice, and hope to help others who have lost their homes through XXXX fraudulent claims, the fraudulent mortgage pool that no one is the real note holder it is then fraud. The Government is paying off the wrong people not the fake corporation it is giving back the innocents that have been abuse and violated of their Constitutional Law rights to own property without be defraud, no one have rights to remove a homeowner off any title with two notary stamp and fake deed of trust without the proper documents of who did endorse and that must be real documents not the fake claim of lost, and then recreate to show the assign judicial misconduct judges who will be with the alliance to continue fraud it is unlawful, and damages lives of the innocent who is with identity fraud for the mortgage fraud ponzi scheme. What is the Government plans I want to help this is the biggest fraud scheme that needs all law keepers to join force and rid the place of those who did form alliances to defraud the people of this country and land, defraud the court system, defraud the court, defraud the Government, defraud the United States it is all FRAUD in all areas of FRAUD, real estate contract fraud, bank loan investment fraud, claim security interest fraud, money laundering fraud, local and international fraud, documentation fraud, money exchange fraud with deception, identify theft fraud, social security fraud, department of labor fraud with the fraudulent claims of predatory lending scheme with made up income to defraud the innocent home seekers wanting a family home, fraud on the Sheriff department to issue fake warrants, fraud on the courts to be in alliances with fake judges that is assign, fraud on the court for mockery, legal abuse, wrongful use of the court is fraud on the court.","date_sent_to_company":"2018-06-27T20:21:40.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"30039","tags":null,"has_narrative":true,"complaint_id":"2948248","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2018-06-27T17:18:21.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>refused</em> to sign but was threaten that it was too late they have already <em>pay</em> off XXXX XXXX and yes this sound odd but this was my first <em>home</em> and I was lost and knew nothing on what to do they forced me to sign and so start the fraudulent <em>mortgage</em>."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[18.819881,"2948248"]},{"_index":"complaint-public-v1","_id":"3551230","_score":17.715635,"_source":{"product":"Mortgage","complaint_what_happened":"In XXXX XX/XX/XXXX I informed XXXX  by telephone call with loss draft department that our home had sustained damage during the XXXX XXXX  in California, A Presidentially declared disaster I was sent Loss Draft Procedure documents in XX/XX/XXXX, I called to get clarification of procedures multiple occasions each time, my calls went unanswered. \nIn XXXX of XXXX I began working on loss mitigation application while awaiting insurance funds. \nNine months passed before we received our first homeowners insurance payment. The insurance company illegally combined payments for loss of use, personal property cleaning, dry cleaning, separate structures, and landscaping onto a single check listed as Dwelling A Yet there was no structural damage. This was outlined along with breakdown of funds on check Again acting in bad faith and against California Fair Settlement procedure during Qualified Presidentially declared disaster my personal loss of use, ( hotels in excess of 50,000, cleaning of homes personal contents, pet boarding had been comingled jointly issued to XXXX and myself. Despite my best efforts the insurance company refused to reissue payment directly to me and in accordance with California state law. ( The California Department of Insurance has been a complete waste of time and received no help ) Reluctantly, I endorsed and overnighted the check to XXXX along with the insurance estimates detailing the comingling of proceeds with the promise from XXXX that personally related funds would be immediately disbursed. \nLoss Draft procedure state : Funds will be disbursed within XXXX business days ( See attached ) XXXX failed to honor policy claiming funds would not be released because our mortgage wasnt current. \nloss draft policy, If loan is current at time of disaster payments they will issue disbursement within 5 business days. But first it takes them a minimum of them of 72 hours to review documents. Another 48 hours to receive a phone call back after follow up calls to confirm receipt of endorsed check and Insurance ESTIMATE. Then they have another 5 working days to acknowledge documents and even more time to release funds. Not what it states in policy XXXX disregarded our personal property, loss of use, content cleaning etc. and released only 2 check jointly to contractors estimate. We had not even selected contractor as we had only estimates of work pertaining to landscaping and other structues, No Dwelling despite the way the check was issued. XXXX  along with the insurance estimates detailing the comingling of proceeds with the promise from XXXX that personally related funds would be immediately disbursed. \nLoss Draft procedure state : Funds will be disbursed within XXXX business days ( See attached ) XXXX attempted to stale disbursement claims we weren't current but to we certainly were at time of disaster Only insurance estimates had been submitted in report and there had as we had not decided on who we would be using, no contracts had been signed or work started yet but the check was jointly was made out to the contractor listed on estimate. Leaving no choice but to use contractor. \nSimultaneously seeking payment forbearance due to disaster. Spouses unemployment and complete depletion of all retirement and savings accounts because of failure to receive insurance money directly for reimbursement of money out of pocket and additional costs related to work to repair home from fire all directly from me XXXX has kept the remaining balance in a restricted escrow account. \nOur assigned loss draft specialist, XXXX assured us all personally related to expenses that should not have been issued under dwelling would be incurred would be dispersed and issued in my name ONLY as I had already spent the money and this was just partial insurance reimbursement. \nOur Loss Draft specialist XXXX was never reachable by phone or email, the hours she kept were Midwest hours and she would be done with work by XXXX CST and we live west coast time. Our contractor was also delayed due to inability to speak with her .Julia informed our contractor she never checked her messages. \nWe then requested an immediate new point of contact to take over the claim. This is when we were assigned XXXX.. \nOn XX/XX/XXXX, We wrote to XXXX informing loss draft all work had been completed. We sent all required documents. We again requested they immediately release the remaining {$53000.00} theyve illegally been holding in escrow for 6 moths XXXX was oblivious to the fact that XXXX had only issued a single disbursement of insurance proceeds XXXX acknowledged they were in receipt of all required documents on XX/XX/XXXX. Then proceeded to tell us they would first need to order home inspection to verify work was completed as outlined. And would release balance once they received confirmation that work was 100 % complete. \nIt then took another 8 days for a home inspector to get scheduled Again going against loss drafts policy to disburse funds within 5 days On XX/XX/XXXX XXXX inspector came to our home, inspected everything and completed his report. The report was sent back to XXXX same day but remember it can take 5 days to review paperwork. This practice needs to be regulated and there servicers need to be fined for causes undue delays. \nOn XX/XX/XXXX once again we called and emailed requesting final distribution since inspection was completed showed 100 percent complete. Out money has also now has accrued interest. Yet unsuccessful at reaching XXXX and no body but her would give us information pertaining to our claim. \nOn Friday, XX/XX/XXXX we called to inquire about the disbursement and was abruptly informed they no longer serviced out loan and that it had been transferred to Rushmore loan management on XX/XX/XXXX. This was the very first we had ever heard of it. The representative did confirm inspection showed 100 percent complete and funds were scheduled for disbursement that day but they no longer our servicer. transferred. \n. Our loan servicer was transferred one day prior to the schedule release of our funds. Also, coinciding with our loss mitigation application that XXXX would accept because they said it was incomplete when I have HUD certifying it was complete. Giving the facts of the Qualified loss and Presidential disaster HUD doesnt require a complete application for review yet we were not afforded any help after such massive devastation even with a complete application that I have already sent in to the CFPB for verification. XXXX even refused to accept payment of mortgage on our behalf from the XXXX XXXX who had requested a completed W-9 so they could pay mortgage oun our behalf. One lie after another with that company. \nWe were told to call Rushmore as XXXX no longer had access to our files. \nWe then immediately called Rushmore who informed us that it would be roughly 15 days for them to receive all documents pertaining to our loss draft claim Adding more unnecessary delay and declining economic status. \nRushmore was sent documents on XX/XX/XXXX and had all requested documents from us on XX/XX/XXXX at which point they would release money. \nWe reiterated the immediate need of the funds held by XXXX who was FINALLY set to cut check but all of a sudden transferred servicers the day before. that should From XX/XX/XXXX to today, XX/XX/XXXX we are still waiting, needlessly suffering. We have made approximately 5 calls a day to Rushmores loss draft department requesting status. We sent in prepaid envelope, we did everything requested. We were also told they would follow what our previous servicer and I had agreed upon. We were told they had all documents and it was complete. \nXXXX also has a policy of 5 days for disbursements of final claims once inspections have been completed. \nRushmore failure caused irreparable harm and caused my daughter to lose her XXXX  spot university due funds not being released within promised time under their own statement. Rushmores has only had our loan since the XXXX and is using unfair and deceptive tactics. Misleading and false information. \nIt is XX/XX/XXXX and Rushmore is stating that the completed loss draft packet is sitting at corporate waiting for yet another approval.This is wholly unacceptable. Rushmore is acting with disregard for out prior agreement with our servicer, is acting irresponsible and Rushmores failure to act accordingly with California State Law and fair business practices has caused irreparable harm to my family. Causing extensive financial damages. \nIf not immediately resolved I am retaining an attorney and will file suit for numerous violations of the Californias Homeowners Bill of Rights as well as Fraudulent RESPA information and unfair business practices causing financial devastation against the three companies XXXX, Rushmore as well as out new loan owner XXXX XXXX.","date_sent_to_company":"2020-03-02T12:35:30.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"91301","tags":null,"has_narrative":true,"complaint_id":"3551230","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RUSHMORE LOAN MANAGEMENT SERVICES LLC","date_received":"2020-03-02T11:11:10.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX <em>even</em> <em>refused</em> to accept payment of <em>mortgage</em> on our behalf from the XXXX XXXX who had requested a completed W-9 so they could <em>pay</em> <em>mortgage</em> oun our behalf. One lie after another with that company. \nWe were told to call Rushmore as XXXX no longer had access to our files. \nWe then immediately called Rushmore who informed us that it would be roughly 15 days for them to receive all documents pertaining to our loss draft claim Adding more unnecessary delay and declining economic status."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[17.715635,"3551230"]},{"_index":"complaint-public-v1","_id":"2660080","_score":17.604412,"_source":{"product":"Mortgage","complaint_what_happened":"I would like to ask for your kind assistance with BB & T who has wrongfully and aggressively pursued a foreclosure, together with illegitimate forced place insurance and junk fees, to exploit the equity in our familys home. This situation was entirely caused by BB & T refusing to speak to me, a rightful person on the mortgage, in almost all instances and inform me about the status of my account as they are by law obligated to do, despite my many efforts to communicate. I believe BB & T has illegally denied me access to my account details and used the passing of my mother, who was the primary borrower, for their own financial gain.\nTo start, inXX/XX/XXXX my Mother initiated a home equity line of credit with XXXX XXXX. I jointly owned the home with my Mother, therefore, my Mother was the borrower and both of us were listed as grantors on the mortgage note with XXXX XXXX. Tragically, my Mother passed away in XX/XX/XXXX and since I was a co-owner of the property, I began to make my Mothers mortgage payments on the loan. The loan balance was approximately {$51000.00}.\nSoon after my Mothers passing, I contacted XXXX XXXX. I submitted the original death certificate and the title of the property with my name on it as a co-owner to a XXXX XXXX branch in FL and they acknowledged me as the person responsible for and in charge of the account. As a result, I successfully continued making my Mothers monthly mortgage payments to XXXX XXXX. In XX/XX/XXXX, XXXX XXXX merged with BB & T, at which point BB & T changed my account. When I called BB & T to ask for my account number and insurance forwarding information, they told me that BB & T could not give me any information about this account because my name was not listed on the loan. I was very surprised since XXXX XXXX had all my information and had no issues communicating with me. I called BB & T several times and talked to several BB & T representatives who refused to speak to me. I was told that BB & T did not see my name on the account to which I responded that my Mother had XXXX XXXX and I was the co-owner of the property and a person listed on the mortgage note. BB & T still insisted that they could not see my name in their system. The phone calls to BB & T caused me much distress since I had to bring to BB & T attention every time that my Mother XXXX XXXX and revisit the traumatic experience of losing my Mother.\nAt all times, I continued making payments to XXXX XXXX and my payments were accepted and credited to the loan by BB & T. I also continued sending the proof of property hazard and flood insurances to the XXXX XXXX account every year, which were accepted every year. In early XX/XX/XXXX, I decided to call BB & T again to inquire about the account status. I was hoping to have a better luck this time and that they could locate my information, but the problem persisted. I called multiple times and made a lot of efforts to communicate and resolve the misunderstanding, untilXX/XX/XXXX when finally a BB & T representative answered who had the appropriate knowledge and patience to take the time and search deeper in the system and found my name and all the documents that I had presented to XXXX XXXX. She then made a note on the account stating my name as a speaker on the BB & T account and assured me the problem was resolved. The BB & T representative also said I needed to call other BB & T departments to change my mailing address and request online access. I was relieved at that time, but to my utmost surprise when I called the other BB & T departments a few days later they could not see my name on the account again or locate any notes from a few days before! I called back the BB & T customer service, but the note and all information about me had magically disappeared.\nAt that point, I did not receive any BB & T correspondence since they had not allowed me to change my address to my new one, access the account online, and BB & T mortgage statements and notices were sent to the wrong address. Nevertheless I continued making monthly payments to XXXX XXXX. InXX/XX/XXXX, the line of credit matured, but I only found out about it a few months later when attempting to call BB & T back and talk to someone at BB & T. When I called, BB & T only told me the loan had matured with no further explanations about my options because I was not on the account. When I insisted, the BB & T representative suggested that I go to a branch, which I did not have access to in my new state. At that stage, I tried calling the equity loan experts in several branches in FL, where the loan was initiated. I tried to discuss options to make monthly payments until I could find refinancing options or sell the property, since due to the lack of communication on BB & T side I did not have a chance to do so earlier. Then in XX/XX/XXXX, BB & T finally replied to my email stating that I should call a number provided to get more information. The number turned out to be the foreclosure department, where I was told a foreclosure was already filed with court and I should talk to BB & Ts attorney now. Ironically, for the first time, BB & T acknowledged me as an account holder, after BB & T filed the foreclosure action against our family home.\nIt was in that moment that BB & Ts motive became very clear to me, so I hired an attorney. The attorney recommended that I probate the property and he agreed to help me try to make an agreement with BB & T to settle the BB & T debt without litigation. My attorney immediately requested a payoff balance. When we received the BB & T payoff after a long wait time, it was largely inflated by illegal forced placed BB & T flood insurance charges for the past 5 years and other junk charges/fees. There was a 20 % increase in the principal balance due to these charges!\nThe imposed charges/fees are as follows : 1 ) Five years of force placed flood insurance when the property was already insured ( XX/XX/XXXX-XX/XX/XXXX ). I have provided BB & T proof of flood insurance for all of the years, which had been sent to XXXX XXXX every year prior because BB & T had refused to speak to me and provide me with the account information. BB & T acquired XXXX XXXX, so they are the same Bank. After speaking to the only one helpful representative inXX/XX/XXXX, the proofs of insurances were then sent directly to BB & T. BB & T attorney has received these proofs and forwarded it to BB & T and they have been trying to look into it and make a decision for the past few months, while continuing to accumulate interest and even more charges during this time. Please note that in addition to flood insurance, the proof of hazard insurance and the monthly payments were also sent to XXXX XXXX during these years, which have been accepted successfully. If BB & T could not receive the proof of flood insurance, they should also not have received the proof of hazard insurance and any of the payments, but they did. 2 ) BB & T attorney fees and foreclosure costs were incurred as a result of BB & Ts own negligence and withholding time sensitive information about the account status from a person on the loan. 3 ) After maturation of the loan in XX/XX/XXXX till this date, BB & T has been accruing interest on the balance even though they went on accepting my monthly payments until XX/XX/XXXX 4 ) I have also been forced to hire an attorney simply to communicate with BB & T, which has led to additional costs.\nIn XX/XX/XXXX, I personally sent BB & T a letter, as the personal representative of my Mothers estate, asking for the amount of the debt and removal of all incorrect charges and interests. Further, my attorney scheduled a conciliatory conference with BB & Ts attorney and a BB & T corporate representative on XX/XX/XXXX, after much back and forth via e-mail, in the hopes of negotiating a resolution that would satisfy both sides to avoid wasting additional time and resources. At the meeting, BB & T refused to discuss anything with us in terms of resolving the mortgage. The BB & T corporate representative only stated that they were still looking into insurances and that they will not provide a payoff at this time. She mentioned that BB & T would not take less than what BB & T declares because BB & T knows my property has equity. For that reason, I really feel it is BB & Ts aim to accumulate added interest and/or charges on my Mothers account, while they purposefully prolong the negotiation process that has been ongoing sinceXX/XX/XXXX. BB & T is demanding an unreasonably inflated payoff and trying to get their hands on our family property, which my Mother had managed to purchase single handedly after years of hard work and left for her children after she XXXX.\nAs a result, my attorney advised me to write to CFPB and reviewed my letter. My evidence is the call logs and possible recordings that BB & T possesses. My husband, aunts, brother and father have witnessed my diligent attempts to resolve this ongoing issue despite my time restrictions and large emotional burden and stress. Had I known that I had to pay the entire amount right after maturation, I would have prepared the appropriate funds in advance and easily avoided the foreclosure. To date, I am still awaiting a BB & T payoff that reflects the true outstanding amount of my mothers debt, without added interest, charges on the account and expensive BB & T forced place insurances. The foreclosure remains pending in court and I have not been served.\nI really need your help. I know the CFPB central mission is to make markets for consumer financial products and services work for Americans. I believe I have been treated unfairly. BB & T has refused to speak to me and provide loan related information after they merged with XXXX XXXX right through the maturity of the loan and, in my opinion, has illegally engaged in equity theft of our family home. BB & T knowingly violated CFPB procedures regarding successors-in-interest of a deceased borrower. I feel that only the government can protect consumers like me from this type of banking abuse. BB & T has stubbornly refused to speak to me and continues to add interest and charges to my account, causing me further damages. I can not afford to continue waiting for BB & T because I am incurring additional costs to get the correct amount of my Mothers debt, every day. BB & T caused all of this.\nI anxiously await your prompt response to this request. Thank you in advance!","date_sent_to_company":"2017-09-07T04:44:52.000Z","issue":"Struggling to pay mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"02472","tags":null,"has_narrative":true,"complaint_id":"2660080","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BB&T CORPORATION","date_received":"2017-09-07T02:34:02.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I would like to ask for your kind assistance with BB & T who has wrongfully and aggressively pursued a foreclosure, together with illegitimate forced place <em>insurance</em> and junk fees, to exploit the equity in our familys <em>home</em>. This situation was entirely caused by BB & T <em>refusing</em> to speak to me, a rightful person on the <em>mortgage</em>, in almost all instances and inform me about the status of my account as they are by law obligated to do, despite my many efforts to communicate."],"product":["<em>Mortgage</em>"],"issue":["Struggling to <em>pay</em> <em>mortgage</em>"],"sub_product":["<em>Home</em> equity loan or line of credit (HELOC)"]},"sort":[17.604412,"2660080"]},{"_index":"complaint-public-v1","_id":"11272708","_score":17.358635,"_source":{"product":"Mortgage","complaint_what_happened":"21ST MORTGAGE CORPORATION The address of the property is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \n\nUrgent Request for Investigation and Enforcement of Legal Violations by Mortgage and Insurance Companies Good Afternoon, My name is XXXX XXXX, and I am the owner of a property management company based in XXXX XXXX, XXXX. I am reaching out to bring attention to a series of unlawful actions taken against my business and properties by 21st Mortgage Corporation and our insurance provider, XXXX XXXX XXXX XXXX, which have severely disrupted our operations and threatened our financial stability. These actions have left us facing significant losses and jeopardized our ability to operate. \nBackground Due to the devastation caused by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ), we sought assistance from 21st Mortgage Corporation for the loans we hold. The President declared a major disaster for XXXX XXXX XXXX XXXX XXXX in response to the damage caused by these storms. Despite filing insurance claims promptly, we have yet to receive any payments for necessary repairs on our properties. \nHowever, instead of assisting us in our recovery, 21st Mortgage Corporation has initiated numerous foreclosure actions against us, causing a significant financial loss. 21st Mortgage Corporation has imposed excessive fees, sent notices indicating a lack of active insurance policies, and refused to process our claims, claiming they could not proceed without updated insurance information.\n\nFurthermore, property preservation companies, hired by 21st Mortgage Corporation, have unlawfully entered our properties, changed locks without permission, and disturbed tenantsactions that have harmed both our business operations and tenant relationships. These violations have continued despite our bankruptcy filings and compliance with all relevant bankruptcy provisions. \nIssues with Insurance Companies Fraud and Statutory Violations by Insurance Companies XXXX XXXX XXXX XXXX has committed fraud by withholding funds and refusing to pay out claims for our properties. Despite legitimate claims and verified damages, they have delayed payments, withheld insurance funds for years, and failed to disburse any payments for necessary repairs. \nThe actions of our insurance company constitute clear violations of state and federal insurance regulations, including : XXXX XXXX XXXX XXXXXXXX ( Prompt Payment of Claims ) This statute requires insurers to initiate an investigation within XXXX days and conclude investigations within 90 days. The insurers extended delay and refusal to pay for legitimate claims constitute clear violations of this statute. \no XXXX Unfair Insurance Trade Practices Act ( XXXX ) This statute prohibits unfair claims practices, including failing to promptly settle claims where liability is clear and committing acts of bad faith. The insurers delay in disbursing funds or communicating timelines is a violation of this statute. \nCurrent Issues with 21st Mortgage Corporation Foreclosure Actions and Fees Instead of assisting us during this difficult time, 21st Mortgage Corporation has initiated numerous foreclosure actions against us, causing a significant financial loss. These actions have resulted in the imposition of excessive fees and late charges, placing further strain on our business. Additionally, they have sent notices claiming that the lack of an active insurance policy has prevented them from processing our claims, despite the fact that we have valid insurance in place. \nUnlawful Entry by XXXX XXXX XXXX 21st Mortgage Corporation engaged XXXX XXXX XXXX, which unlawfully entered our properties, changed locks without permission, and disturbed tenants. These actions have further harmed our business, especially as we were under a bankruptcy plan. These violations have been exacerbated by the financial hardship caused by the hurricane damage and the failure of mortgage companies to provide assistance. \nFurther Damage from Recent Hurricanes Our business suffered additional damage from Hurricanes XXXX ( XX/XX/XXXX ) and XXXX ( XX/XX/XXXX ), which has severely disrupted the repairs we were able to initiate after the previous storms. The ongoing damage from these hurricanes has compounded the difficulties we are facing, and we are still awaiting necessary insurance payouts to begin repairs. \nLegal Violations We have documented several violations of federal law committed by 21st Mortgage Corporation, insurance providers, and their agents. These include : 1. Bankruptcy Plan Violations These companies have violated discharge injunctions by sending default notices, initiating foreclosure procedures, charging excessive fees, and hiring property preservation companies to trespass on our properties. This constitutes a direct violation of the protections afforded to us under bankruptcy law. \nXXXX. Violations of Automatic Stay ( Sections 5, 6, and 7 of Section 362 of the Bankruptcy Code ) o 21st Mortgage Corporation has refused to accept our payments, returned checks, and ignored requests for assistance. \no They have added unjustified fees to loans during the active bankruptcy plan. \no They have sent default notices despite our compliance with the terms of the plan, including making timely payments. \nXXXX. Failure to Meet Obligations Under Federal and State Laws Post-Disaster o Our mortgage lenders have failed to provide loan term modifications, as required by the Consumer Financial Protection Bureau ( CFPB ) and the XXXX XXXXXXXX XXXX XXXX XXXX in disaster scenarios. \no They withheld insurance funds, even though checks were payable to me, XXXX XXXX. \no They have not provided any loss mitigation or forbearance options during or after the hurricanes, in direct contravention of the CARES Act provisions. \nLegal Basis for Violations In addition to the violations noted above, several other legal provisions have been breached, including : Trespass to Property o Legal Basis : XXXX law defines trespass as unauthorized entry onto another persons property, especially where \" No Trespassing '' signs are posted. \no Violation Details : Property preservation companies entered properties without consent, despite visible \" No Trespassing '' signs, resulting in unauthorized access. \nIllegal Lock Changes and Tenant Interference o Legal Basis : Under XXXX Residential Landlord and Tenant Act, unauthorized lock changes and interference with tenants possession of the property are illegal without a court order. \no Violation Details : Locks were forcibly changed on multiple properties while tenants were legally in possession, disrupting tenant rights and property control. \nCivil Theft and Conversion o Legal Basis : Conversion occurs when unauthorized actions deprive the property owner of their personal property. Civil theft involves intentional control or deprivation of property.\n\no Violation Details : Property preservation companies removed personal property, including \" For Rent '' signs, and changed locks without authorization, depriving us of rightful control.\n\nBreach of Peace in Enforcement Actions o Legal Basis : XXXX law mandates that any enforcement actions, including repossessions or foreclosures, must occur without a breach of peace. \no Violation Details : Breaking into homes, forcibly changing locks, and creating disturbances constitute breaches of peace during property enforcement actions. \nXXXX  and Federal Statutes Governing Repetitive and Excessive Actions XXXXXXXX Statutes : o XXXX : Establishes the statute of limitations for foreclosure claims. \no XXXX : Governs illegal actions such as unauthorized lockouts or interference with tenants ' rights. \nFederal Laws : o Fair Debt Collection Practices Act ( FDCPA ) : Prohibits harassment, unfair practices, and repetitive legal actions by creditors or their agents attempting to collect debts. \no XXXX XXXX : Requires mortgage servicers to follow strict procedures when handling properties, especially in foreclosure, including respecting legal stays and avoiding excessive or unlawful property entries. \nNOTE : This mortgage company has closed their foreclosures cases for at least XXXX times and re opened them during XXXX XXXX XXXX bankrupty, also with XXXX major hurricanes in XXXX and XXXX. \n\nRequest for Enforcement Despite our efforts to engage attorneys and resolve these matters, 21st Mortgage Corporation and XXXX XXXX XXXX XXXX have continued to violate our rights, causing severe damage to our business operations. We are on the brink of failure due to these actions, and we urgently request government enforcement to hold these companies accountable. \nThe impact of these violations has left us without income, severely damaged our ability to operate, and further delayed our recovery from the hurricanes. We ask for your immediate intervention to ensure these companies face the appropriate consequences for their actions. \n\nPlease feel free to contact me directly at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Thank you in advance for your attention to this urgent matter.","date_sent_to_company":"2024-12-23T18:43:28.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"321XX","tags":null,"has_narrative":true,"complaint_id":"11272708","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"21ST MORTGAGE CORP.","date_received":"2024-12-23T18:30:31.000Z","state":"FL","company_public_response":null,"sub_issue":"An existing modification, forbearance plan, short sale, or other loss mitigation relief"},"highlight":{"complaint_what_happened":["Issues with <em>Insurance</em> Companies Fraud and Statutory Violations by <em>Insurance</em> Companies XXXX XXXX XXXX XXXX has committed fraud by withholding funds and <em>refusing</em> to <em>pay</em> out claims for our properties. Despite legitimate claims and verified <em>damages</em>, they have delayed payments, withheld <em>insurance</em> funds for years, and failed to disburse any payments for necessary repairs."],"product":["<em>Mortgage</em>"],"issue":["Struggling to <em>pay</em> <em>mortgage</em>"],"company":["21ST <em>MORTGAGE</em> CORP."],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[17.358635,"11272708"]},{"_index":"complaint-public-v1","_id":"3576184","_score":17.334946,"_source":{"product":"Mortgage","complaint_what_happened":"I have a 10 page letter of complaint with at least 58 enclosures against Nationstar Mortgage dba Mr. Cooper of all the things they have done to me since they took over servicing of my loan in XX/XX/XXXX. I sent my complaint to every government agency I can think of, including CFPB, a several years ago, to no avail. They all referred me to another government agency that I had already sent my complaint to. Nationstar just lied about everything, even though I had documentation to back up all my complaints. The level of incompetence of this company continues to get worse. \n\nMy most recent complaint is that they're claiming they didn't receive my XX/XX/XXXX mortgage payment, which I sent on XX/XX/XXXX with three money orders, amounting to {$2800.00}, like I have done since they modified my loan in XX/XX/XXXX. When I received my XXXX mortgage statement, it showed a payment due of {$5700.00}, which was for the XXXX and XXXX payment, plus a late fee. \n\nI filed a request to XXXX XXXX to investigate what happened to the money orders to see if they had been cashed, and found out, so far, that the {$800.00} money order was cashed on XX/XX/XXXX, but the other two {$1000.00} money orders had not been cashed yet, and nothing has been applied to my mortgage. I know Mr. Cooper received the payment and somehow it didn't get applied to my account, but I have to wait for XXXX XXXX to complete their investigation to confirm that they cashed the money order, and to prove that they are in possession of the other two money orders. \n\nI then had to send another payment for XXXX along with my XXXX payment, until I have proof of what happened to my payment. I sent both payments with two cashiers checks on XX/XX/XXXX, certified mail, return receipt. I received conformation of receipt of my payments on XX/XX/XXXX, showing that it was received and signed for on XX/XX/XXXX by XXXX XXXX XXXX, I.D . # XXXX. \n\nI received two letters from Mr. Cooper offering to help me by having me contact a dedicated loan specialist, because I was behind on my mortgage payments, but when I call I never get to talk to anyone. Only one time did anyone call me back, and I was on the road so I asked the woman to call me back in an hour, and she said it was my responsibility to call her, which I had already done. Then on XX/XX/XXXX, I received a call from Mr. Cooper, saying they did not receive my XXXX payment and that I was now two months behind, and to avoid foreclosure, I must call and make the payments immediately. I called the Mr. Cooper escalation dept. and spoke to XXXX, and I faxed her the proof of receipt of my payment. I asked XXXX to call me and confirm that she received the fax, but she never called back, even though I called the next two days, and left messages, asking for a call back. I also called my bank to check the status of the cashiers checks, and they have not been cashed yet. \n\nBecause they failed to apply one of the {$1000.00} money orders to my account for a mortgage payment in XXXX, ( of which I have proof ), until I threatened to sue them, and then they found it, I suspect that they have all three of the payments sitting somewhere on someone's desk, but no one cares enough to do their job. It had to have been them that cashed the one money order, because, first of all it was made out to Mr. Cooper and if someone could actually get away with fraudulently cashing the one for {$800.00}, why wouldn't they cash the other {$1000.00} money orders. None of it makes sense, except that I have had to deal with so much of these kinds of issues with this company that I can deduce that they have possession of all of the payments. \n\nWhen they took over servicing of my loan XX/XX/XXXX, they took out a homeowners insurance policy with Foremost Insurance, without notifying me, even after I provided proof that I had a policy with XXXX. Nationstar claimed my policy didn't cover their interest in the property. I had to have XXXX write them a letter, explaining that the coverage is not based on their interest in the property, but on the the cost of replacement for any damages to the home or property. I had to cancel the policy because they didn't. Three violations of the RESPA Servicing Rule. \n\n4. Force-placed insurance ( 2013 RESPA Servicing Final Rule ). Servicers are prohibited from charging a borrower for force-placed insurance coverage unless the servicer has a reasonable basis to believe the borrower has failed to maintain hazard insurance, as required by the loan agreement, and has provided required notices. An initial notice must be sent to the borrower at least 45 days before charging the borrower for force-placed insurance coverage, and a second reminder notice must be sent no earlier than 30 days after the first notice. The rule contains model forms that servicers may use. If a borrower provides proof of hazard insurance coverage, they must cancel any force-placed insurance policy and refund any premiums paid for overlapping periods in which the borrowers coverage was in place. \n\nI also read the complaints that the XXXX  filed with the government against Nationstar Mortgage dba Mr. Cooper, and among other complaints they were held accountable for charging property inspection fees, and had to make restitution to the mortgagors. They have been been trying to charge me {$760.00} property inspection fee, since they took over servicing of my loan in XXXX. I have refused to pay the fee because I know they can not access that on my account. \n\nI haven't attached any documentation with my complaint, but I can provide anything needed to prove everything I have stated in my complaint.","date_sent_to_company":"2020-03-24T17:10:01.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"92028","tags":"Older American","has_narrative":true,"complaint_id":"3576184","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2020-03-23T03:25:03.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["When they took over servicing of my loan XX/XX/XXXX, they took out a homeowners <em>insurance</em> policy with Foremost <em>Insurance</em>, without notifying me, <em>even</em> after I provided proof that I had a policy with XXXX. Nationstar claimed my policy didn't cover their interest in the property. I had to have XXXX write them a letter, explaining that the coverage is not based on their interest in the property, but on the the cost of replacement for any <em>damages</em> to the <em>home</em> or property."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[17.334946,"3576184"]},{"_index":"complaint-public-v1","_id":"3128793","_score":16.19125,"_source":{"product":"Mortgage","complaint_what_happened":"My wife and I were trying to build a new home in XX/XX/2018. We contacted USAA and were assigned a mortgage agent named XXXX XXXX. From the very beginning we informed XXXX that we wanted to construct a new home. We also informed him that we have a POA which allows me to collect my wifes income for the purpose of paying and obtaining new debts. The POA is a general durable POA which names me as my wifes official payee to collect all of her income as if it were my own. ( Since putting the POA in place, I have been able to pay down my wifes debt and raise her credit scores quickly ). We spoke with XXXX about our unique income situation on recorded calls several times. We discussed our hesitation to apply for a loan unless our POA would be recognized and our income would be recognized as my own. My wife and I are both XXXX veterans and receive VA XXXX income. My wife is XXXX XXXX XXXX and recieves more VA income than me. We also work part time as independent contractors for food delivery services for extra income. After emailing our VA XXXX award letter amounts and POA to his email we were verbally informed over the phone that he would have his underwriters and attorney review the POA and whether our income would be recognized as my own. After some time we received verbal confirmation that documents were shown to the underwriters and attorney and that there wasnt a problem with the POA. My wife and I then decided to get preapproved and look for a home. USAA and XXXX XXXX ran our credit and preapproved us for {$180000.00}. At this point, in XX/XX/2018, we informed him that we were interested in building a home. We found a property and travelled to its location to make sure the property was as advertised online and that we wanted to live there. We found out that we needed to use a contractor that has a VA builder ID. We found one. We emailed XXXX the VA builder ID for our contractor. We were told by the owner of the property that we needed to put earnest money down on the vacant land in the amount of XXXX $ and that we would have to hire civil engineers to create a lot exhibit and residential land survey. We paid {$360.00} for the land survey and {$120.00} for the lot exhibit. We also had to travel from Illinois to South Dakota to meet with VA contractor twice to discuss where the best location to build the home would be and to draft up the instruction contract estimate for XXXX XXXX. At this point, XXXX had recieved all documents and knew exactly what our intentions were. In good faith we shared all this information with XXXX and send him emails informing him that the cost would be closer to {$200000.00}. XXXX informed us that the borrowed amount could be increased. I asked again if our income and POA were going to be okay and was verbally told on a recorded line that it looked okay and that our income was okay. We paid the engineers and the earnest money to the seller. When it came time to apply for the mortgage, I was told on the phone that USAA doesnt do construction loans I would have to find a construction loan. This was a shock for my wife and I because he knew from the beginning that we were constructing a home and we had already provided him with our contractors VA builder ID. My wife and I were referred to XXXX XXXX XXXX XXXX by our VA contractor. After speaking XXXX XXXX at XXXX, we were told that they were not going to give us a loan or recognize our POA for income. This was XX/XX/2018 and one month before closing. My wife and I asked WHY our POA was not being honored and XXXX refused to put into writing why they were discriminating our POA. They stopped answering our calls and we lost the property. My wife and I were devastated. We had already lost {$1000.00} from travel and civil engineering expenses. Our preapproval expired on XX/XX/XXXX. My wife and I feel that we were mislead from the very beginning because he knew that we were building a home and he told us that USAA doesnt fund construction loans. \nXXXX said we could find an existing home instead but our preapproval expired XX/XX/XXXX. On XX/XX/XXXX we found a different home and made an offer on XX/XX/XXXX. We contacted the realtor and put {$1000.00} earnest money down the new house we found. We paid {$300.00} for the home inspection and {$180.00} for the radon test. We also found home insurance and changed insurance companies to satisfy the closing. XXXX said that we had to suffer ANOTHER hard inquiry in order to process our mortgage application. My wife and I were very upset about this because we had already suffered a hard inquiry for the preapproval. Before this whole process my scores were XXXX XXXX and XXXX. We were told by one of XXXX underwriters that the application itself was hard inquiry. And we were forced to run our credit again if we wanted to purchase the home and submit the loan. I told the underwriter my concerns over the recorded phone call that I didnt want to submit to another credit check unless everything else with our application was okay ie : the POA and our imcome. The underwriter said that he couldnt do anything unless we filled out the mortgage application. I recieved a call from XXXX and I asked about underwriting and the POA. He informed me over the phone that everything was looked at by his office attorney and that the POA was good and our income was good. We suffered another hard inquiry credit check. After the credit check, I recieved my credit scores in the mail and an email stating that his underwriters were not recognizing my wifes income. I was shocked AGAIN because from the very beginning he recieved our POA and our VA award letters. His office had these documents since XX/XX/XXXX and it was now XX/XX/2018 and two weeks before closing. We were denied our mortgage and are in danger of losing this property as well. We feel that he dragged out this process unlawfully and wasnt truthful about showing his underwriters the POA prior to this process because I recieved a phone call from one of the underwriters stating I couldnt claim my wifes income. I feel that this office acted unlawfully by telling us different information over the phone to make my wife and I feel that everything was okay when Im fact they were not recognizing my income or the POA because the direct deposited checks have my wifes name on them and she wasnt on the loan due to her credit score even though we had be assured by XXXX verbally for months that the POA to claim my wifes income was okay. We are now in danger of losing this home TOO because of gross misconduct by XXXX XXXX and his XXXX office. My wife and I are in danger of losing this home and an additional {$480.00} on top of the {$1000.00} in damages we already suffered from the previous construction property. My wife and I have submitted every document requested by XXXX and his office, answered all questions asked of us truthfully and to the best of our ability and paid all money to all parties involved in good faith and based off of the information given to us by XXXX XXXX and his office. \nI am attaching a copy of the POA which has been in his offices possesion since XX/XX/2018. Its 9 pictures in order of each page of the POA. I am also enclosing copies of the contractor invoices.","date_sent_to_company":"2019-01-19T09:04:36.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"VA mortgage","zip_code":"60510","tags":"Servicemember","has_narrative":true,"complaint_id":"3128793","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2019-01-19T01:36:35.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["My wife and I were trying to build a new <em>home</em> in XX/XX/2018. We contacted USAA and were assigned a <em>mortgage</em> agent named XXXX XXXX. From the very beginning we informed XXXX that we wanted to construct a new <em>home</em>. We <em>also</em> informed him that we have a POA which allows me to collect my wifes income for the purpose of <em>paying</em> and obtaining new debts."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[16.19125,"3128793"]},{"_index":"complaint-public-v1","_id":"12975224","_score":16.017704,"_source":{"product":"Mortgage","complaint_what_happened":"STATE OF NEW YORK\nWESTCHESTER COUNTY\n--------------------------------------\t\t\t\t   \n\n1.\tThe post office address of the claimant is 148 Clove Road, New Rochelle, NY 10801.\n(Plaintiff herewith listed is also known as, her, she, me, my, I, and claimant.)\n\n2.\tThese claims arises from the acts and omissions of the defendants The State of New York. Details of said acts and omissions are as follows:\n\n\n3.\tCAUSES OF ACTIONS: (CoA)\nThe Plaintiffs Cause(s) of action is a legal claim that allows her to seek judicial relief. These CoAs gives the Plaintiff the legal right to seek a remedy and relief from the State of New York because of acts of omission, failure to perform duty to protect, and the breach of the States obligation to keep its citizen, the Plaintiff, from harm, the harm that is still existing and still being allowed by the defendant(s), and that is being perpetuated on the Plaintiff by immoral groups, companies, entities, and individual persons, that has committed fraud, and illegal transactions against the Plaintiffs mortgage, and is still stealing from the Plaintiff, and that has brought severe financial and emotional harm to the plaintiff. The Plaintiffs CoA is also for the group of operative facts that is giving rise to more than one basis for suing; factual situations and matters that entitles me, the Plaintiff, to obtain a remedy and relief in court from my New York State, that failed to protect me and has been derelict in the duty to protect me from fraud, harm, destruction, illegal dealings, and abuse from these bad entities.\nThe CoAs listed are the Mortgage frauds and the fraudulent transactions and theft of over $500,000.00 from the Plaintiffs home and equity done by misconduct to her mortgage and escrow through fraud and deliberate theft by: Countrywide, XXXX XXXX XXXX New York Bank of Mellon, XXXX XXXX XXXX XXXX XXXX servicers. The loan numbers listed below are the loan numbers that was used to force illegal foreclosures, and then into illegal modifications. They used multiple loan numbers to divert the system, with ambiguity sidetracking, using these multiple loan numbers, by first, illegally applying, immediately, $5,000.00, to Plaintiffs loan stating the Plaintiffs original loan was $445,000.00, when in fact, the Plaintiffs original purchase price is only $440,000.00. The fraud to the Plaintiffs mortgage began immediately after she was already the victim of a Countrywide mortgage scam, and then immediately became victim to the XXXX XXXX XXXX, New York Bank of Mellon, and their servicers: XXXX XXXX XXXX and XXXX XXXX  Their  increases added to the Plaintiffs mortgage balance is transactional fraud, stealing, and deliberate theft. These bad acts began happening during the financial takeovers of the Plaintiffs mortgage from each entity, starting with XXXX XXXX XXXX transaction from Countrywide. Plaintiff was then illegally forced, immediately, into an illegal and secret foreclosure and modification with illegal secret and hidden fees, illegal balloons, that forced the Plaintiff into her escrow being managed by these new banks and servicers, who then began adding their illegal fees, and illegal interest, and increased interest rate into the Plaintiffs mortgage loan, and stealing escrow funds, all together stealing over $XXXX in funds and equity. These are the Loan numbers: XXXX XXXX XXXX XXXX Loan XXXX XXXX XXXX XXXX and Loan XXXX XXXX XXXX XXXX\na. CoA: Every month that Plaintiff makes a mortgage payment, plaintiff is forced to pay for the illegal inflated XXXX, and now the illegal ballooned balance of XXXX mortgage balance, that has risen, even more now in the year XXXX  Plaintiff bought her home in XXXX, and the purchase price was only XXXX (NOT XXXX, AS THESE 2-BANKS AND THEIR SERVICERS LISTS AS PLAINTIFFS ORIGINAL  MORTGAGE BALANCE). Before Countrywide defaulted and went under, Plaintiffs original mortgage balance purchase was only XXXX NEVER XXXX. WHERE DID THIS EXTRA XXXX  ADDED TO PLAINTIFFS MORTGAGE BALANCE COME FROM? The Plaintiff has been overcharged illegally since the Countrywide default and since these other 2-banks and their servicers took over the Plaintiffs mortgage and escrow. This has been and still is illegal, and Plaintiff has been and still is being forced to pay an illegal and inflated mortgage payment and escrow on an illegal balance. Twenty-two (22) years later, due to fraud, Plaintiffs mortgage has illegally increased to over XXXX. This is an abusive and outrageous derelict of duty allowed by the State of New York and its agencies that the Plaintiffs New York State government will not take notice of nor assist in the Plaintiffs many, many pleas for their help against this fraud and theft. The Plaintiffs mortgage should be less than XXXX, in XXXX, which is XXXX  years into my homes mortgage loan. I am XXXX  years old and should be retired, but I cannot retire because I have to pay for this illegal inflated mortgage. The Plaintiff has been placed into an extremely dire situation, by fraud, with no help, or remedy, or assistance for relief from her New York State government. I have a 30-year fixed mortgage in year 22 of my 30-year mortgage. The mortgage balance has risen taking the Plaintiffs home extremely higher in the mortgage balance instead of decreasing for a 30-year payoff.\nb. CoA: Countrywide was Plaintiffs mortgage bank that went under due to fraud. Her original mortgage was with Countrywide for XXXX that went under, due to fraud, became compromised and no one from the State of New York, nor the NYS Banking Department, nor the NYS Consumer Fraud Protection Bureau, nor the NYS courts, nor the Office of the Attorney General, would help the Plaintiff with this matter to determine the next steps or what to do with her abandoned Countrywide loan, even though she asked all of the agencies and the defendant(s) for help repeatedly. Plaintiff had no missed payments, and she was still paying her loan via the Countrywide website on time and still paying her own escrow on time. The Plaintiff was not aware or informed of Countrywides default by any government agency nor The State of New York as a homeowner, the victim of a Mortgage scam.\nc. CoA: The Plaintiff was not informed about this Countrywide fraud and their bank scam becoming invalid and in default or defunct by any State of New York agency. The Plaintiff  and her loan was left abandoned. The State of New York was and is derelict in duty to the Plaintiff.\nd. CoAXXXX XXXX XXXX XXXX XXXX took over Plaintiffs mortgage loan, but did not contact the Plaintiff immediately to inform her that they were her newly replacement mortgage holders, a very delayed harmful action. The State of New York still has done nothing about this delay by XXXX, who then began to deal fraudulently with the Plaintiff. The plaintiff asked and requested repeatedly for the State of New York and its agencies to look into this transaction transfer and nothing was done. The defendant(s) was and is still derelict in their duty.\ne. CoA XXXX  illegally damaged Plaintiffs credit and FICO score immediately taking over her mortgage loan. The Plaintiff only found out that XXXX  took over her loan, because when XXXX  took over, XXXX  immediately damaged Plaintiffs credit and FICO score, even though the Plaintiff  had never missed any payments, and was still paying her own escrow timely. The Plaintiff learned that BOA was her new mortgage bank  because the 3-credit bureaus informed the Plaintiff that her credit was listing derogatory information by the mortgage bank: XXXX. This is how the Plaintiff found out XXXX  was her new mortgage loan company, and this negative information was listed by XXXX, in the excessive amount of over XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX  had not contacted the Plaintiff at all prior to their bad derogatory information listed on her credit file or to inform the Plaintiff they were her new mortgage bank. The purchase price of Plaintiffs mortgage in XXXX XXXX was only XXXX All 3-credit bureaus investigated her complaint and dispute of the credit damage and excessive amount, but XXXX  upheld the XXXX  balance stating the mortgage balance was correct. I made numerous complaints to my state agencies and government, but no one from any New York State Agency or government office would contact me back or communicate with the Plaintiff at all. A derelict of their duty to the Plaintiff. Especially, after the Countrywide mortgage scam.\nf. CoA: XXXX XXXX XXXX XXXX  then immediately added an illegal balloon onto the Plaintiffs mortgage loan along with secret, and hefty illegal fees, illegal interest, and a high interest rate, done, after destroying the Plaintiffs creditworthiness. A fraudulent and illegal act that my State of New York has still not helped to protect the Plaintiff from of help remedy with a relief.\ng. CoA: XXXX  will not give Plaintiff the information that states why they applied these secret and illegal actions: ballon, fees, excessively added interest, high interest rate, and illegal damaging derogatory information to the credit reports, against the Plaintiff and her loan, and to date, XXXX,  is still avoiding and refusing to give this exact financial accounting for the breakdown of these illegal add-ons and the balloon. Just that there is a ballon, and I have to pay it, was their customer services response to the Plaintiff. The State of New York and its agencies allowed these banks and their servicers to send out erroneous information and documents and did nothing to stop the fraud and theft. The act of omission and dereliction of duty to the Plaintiff by her State of New York and its agencies.\nh. CoA: The Plaintiff asked the State of New York and its agencies for help; they did nothing to assist or help her with this illegal situation or in an investigation: (The NYS Banking Department, The NYS Consumer Fraud Protections Bureau, The NYS Office of the Attorney General, the NYS courts, [and the Federal Court who I will also list a CoA for in this Claim.]. These New York state agencies gave no help or remedy or relief to the Plaintiff. The act of omission and a dereliction of duty.\ni. CoA: XXXX  then tried to secretly foreclose on the Plaintiffs loan. When the Plaintiff proved that she had never missed payments, XXXX  then forced the Plaintiff into an illegal modification that also added more illegal hidden fees and illegal interest and an even higher interest rate. The NYS courts would not stop this illegal action against the Plaintiff and would not allow me to appear in court to state my case with evidence. The State of New York did nothing to investigate or help the Plaintiff in this fraud and scam. The Stat of New Yorks bad acts of omission and dereliction of duty. The Judicial system would not help, even with evidence of proof from the Plaintiff. \nj. CoA: The Plaintiffs State of New York agencies and NYS courts would not help me or stop this harm and abuse of fraud. Plaintiff will show that she hired a law firm of attorneys for help: The Radow Law Group, that stole Plaintiffs retainer funds and lied about a litigation they never started and that never happened, and that they had never filed court papers, and never appeared in any courtroom on behalf of the Plaintiff. But this Radow Law Group billed Plaintiffs retainer for these fees. Nothing was ever done, just additional fraud to the Plaintiff by these attorneys. The Plaintiff know these Radow attorneys never did anything because the court and judge told the Plaintiff that the court had never heard of these attorneys, and they were never in any New York State court about my mortgage case, or for the Plaintiff, for any reason, and that Plaintiffs case was never filed and there was no motions or appearances by these attorneys: Radow Law Group. [I will list and show the cause of action against the State of New York in reference to this Radow Law Group in this claim  See exhibits.] When I tried to get help with these fraudulent attorneys, while still trying to get help with the fraudulent mortgage, the State of New York and its agencies did nothing to help. The act of omission and a dereliction of duty.\nk. CoA: XXXX XXXX XXXX immediately damaged Plaintiffs credit report so she could not refinance elsewhere after finding out about the Countrywide fraudulent scam and the (Plaintiff has the XXXX  apologizing letter for damaging her credit that was issued much too late), because the Plaintiff presented refinance documents from another bank (Peopless Bank), the bank that was going to help Plaintiff refinance away from the XXXX  fraud, and because Plaintiff was able to present to Peoples Bank her on time mortgage and escrow payments, and credit history before the Countrywide scam and XXXX  takeover of her mortgage, Peoples Bank was willing to refinance the Plaintiff, but the damages done by XXXXXXXX  and XXXX  deliberate slowness to correct the Plaintiffs credit reporting, caused delays for the refinance, and made the Plaintiff lose her good interest rate from Peoples bank, and lose out on the refinance because Peoples Bank could not wait for such a delay waiting for XXXX  correction, and XXXX  duty to respond promptly. The State of New York did nothing to help with this matter. The act of omission and a dereliction of duty.\nl. CoA: XXXX  fraud: hidden fees, illegal ballon, excessive fees, excessive interest and increase interest rates, and damages to Plaintiffs credit, prohibited the Plaintiff from being able to refinance away to stop the fraud and drove Plaintiffs other credit obligations into a dire situation, including Plaintiffs employment. The NYS Office of the Attorney General, nor the NYS agencies, nor the NYS courts, [and the Federal Court who Plaintiff will also list as a CoA for in this Claim,] is the defendant(s) act of omission and a dereliction of duty\nm. CoA: XXXX  then immediately sold Plaintiffs mortgage to New York BANK OF MELLON  (NY-BOM), before correcting Plaintiffs credit, who then also added their NY-BOM fraudulent and hidden fees, illegal balloon, illegal interest, and illegal fees, interest, and high interest rate to Plaintiffs mortgage that was already subjected to fraud and theft. Plaintiff  continually asked the State of New York and its agencies for help; they did nothing to assist or help the Plaintiff with this illegal situation or launch a viable investigation: not (The NYS Banking Department, The NYS Consumer Fraud Protections Bureau, The NYS Office of the Attorney General, nor the NYS courts, [and the Federal Court who Plaintiff will also list as a CoA for in this Claim.] The defendant(s) act of omission and a dereliction of duty.\nn. CoA: Both XXXX XXXX XXXX and New York Bank of Mellon used the mortgage servicer: XXXX XXXX XXXX XXXX who then put their XXXX  servicers fraudulent hidden fees, illegally forced Plaintiff into another escrow that they took over. The NY-BOM and XXXX  then began to charge illegal escrow fees to the plaintiff by force with unlawful, illegal interest into the Plaintiffs mortgage loan and then began to steal the funds from the Plaintiffs escrow account, that she was forced into with a new and illegal modification from NY-BOM, along with XXXX  additional hidden fees. The State of New York and its agencies still has not helped the Plaintiff and is still allowing the Plaintiff to be harmed, abused, and subjected to severe fraud and theft. The Plaintiff was suffering trying to hold onto her family home. The act of omission and dereliction of duty by the State of New York to the Plaintiff.\no. CoA: These three (3) banks: Countrywides fraud, XXXX XXXX XXXX  Fraud, New York Bank of Mellons fraud, and the servicers: XXXX XXXX XXXX  and now XXXX, has to date: XXXX XXXX  stolen over $500,000.00 (Five hundred thousand US dollars), in funds and equity from the Plaintiff, the Plaintiffs home, and equity by their fraudulent activities and excessive thefts. The Plaintiffs New York State government, the State of New York agencies, courts, and NYS Office of the Attorney General still has done nothing to protect the plaintiff from this fraud, harm, abuse, and theft with no remedy or relief. An act of omission and a dereliction of duty.\np. CoA: XXXX theft of Plaintiffs escrow funds is still continuing, and XXXX  continue to demand more and more funds. XXXX  demanded so much excess funds for my escrow, they started taking my mortgage payment, illegally, to pay my escrow instead of my mortgage loan. By doing this they tried to place the Plaintiff into a foreclosure, again, and then they placed the Plaintiff into another new modification again, with hidden fees, and adding more illegal fees. The State of New York did nothing to stop this and allowed this abuse, harm, fraud, and theft. An act of omission and a dereliction of duty to the Plaintiff. The Plaintiff has continually asked for help.\nq. CoA: SLS then rejected Plaintiffs mortgage loan payments when she complained and asked for a forensic financial accounting, and for a request to escrow-out as they had promised to do, once the Plaintiff proved they were stealing her escrow funds, but the Plaintiffs State of New York has still done nothing to address this fraud, abuse, theft, and harm to the Plaintiff. An act of omission and a dereliction of duty to the Plaintiff by the State of New York.\nr. CoA: SLS stated they took the mortgage payments to pay Plaintiffs escrow, (an escrow that Plaintiff had always paid: her taxes and HO insurance, herself, with not problems and never late). These SLS servicers late payments continued that eventually initiated the tax assessor to contact me because the SLS was not paying the taxes out or on time. SLS told bogus lies about the escrow funds they were stealing from the Plaintiff escrow account. SLS said that the Plaintiffs taxes went up and the insurance premiums increased. These were lies that Plaintiff proved in writing to the State of New York agencies, NYS banking Department, the CFPB, and the OAG. But these agencies and government offices did absolutely nothing to stop these lies and fraud. An act of omission and a dereliction of duty to the Plaintiff.\ns. CoA: The Plaintiff proved SLSs fraud and lies for the escrow thefts, but still the State of New York did nothing to help the Plaintiff or her mortgage. Plaintiff proved that she had grieved her own taxes, (something these servicers would never do), and by the Plaintiff being a senior citizen her age brought her taxes down (documents available in exhibits). Plaintiff proved that SLS lied about the homeowners (HO) insurance premiums. SLS stated they were told by the insurance agent that the Plaintiffs premiums increased and SLS presented false insurance documents, not knowing that the Plaintiff was the insurance agent on her policy and is still the writing insurance agent for her own homeowners insurance policy, since 2003. But, the State of New York, its agencies, NYS courts, or NYS government did nothing about these lies and thefts. So, Plaintiffs mortgage payments and escrow was continually (and is still continually be stolen). These escrows payment are the means that helps SLS and its banks steal funds and equity from the Plaintiff and her mortgage. (Documents of evidence available) An act of omission and a dereliction of duty by the State of New York to protect the Plaintiff.\nt. CoA I, XXXX XXXX  Plaintiff, was just billed by XXXX, now SXXXX XXXX an illegal charge to the escrow for school taxes. Shellpoint demanded more escrow dollars from me to make this payment. I had just had a demand for more escrow dollars in  XXXX from XXXX, before XXXX  took over servicing for XXXX to pay taxes that are fraudulent demands. When XXXX  demanded more excessive funds from me again, four months later in XXXX  I called the tax assessors office who told me that my taxes were now in XXXX XXXX XXXX XXXX because I am XXXX  years old and my taxes has been reduced from over XXXX and this is the balance that was billed to my mortgage.  The tax assessor also sent me the document they sent to XXXX  that clearly indicated this information and that the bill would only be XXXX  and not the payment of XXXX because it has been reduced, and the new payment is only $2,352.07 (documents available in the exhibits). SLS/Shellpoint was charging the Plaintiffs escrow illegally and stealing the funds from the escrow account). (Document from assessor tax letter). Where are these funds stolen from the escrow? NOW IN XXXX XXXX XXXX XXXX FOR THE XXXX  IS ASKING FOR MORE FUNDS FOR THE ESCROW ACCOUNT. Again, where are the funds from the XXXX that has been stolen? The State of New York and its agencies still has done nothing to remedy these thefts of abuse and has not helped in any relief from this harm to the Plaintiff. An act of omission and a dereliction of duty.\nu. CoA: The Plaintiff has been asking: XXXX, The State of New York, The Consumer Fraud Protection Bureau, The NYS OAG for help, to find out where these stolen funds from the Plaintiffs escrow are that has been disappearing, because these dollars are no longer in her escrow account up to the date XXXX XXXXXXXX  is still demanding more escrow funds from the plaintiff: XXXX XXXX. WHERE ARE THESE STOLEN FUNDS? The State of New York and its agencies still has done nothing to remedy these thefts of abuse and has not helped in any relief from this harm to the Plaintiff. An act of omission and a dereliction of duty.\nw. CoA: To date: XXXX XXXX each and every time that Plaintiff makes a mortgage payment, since Countrywide defaulted on their fraudulent scam mortgage loan, the Plaintiff  has been subject to even more severe, scam, fraud, financial abuse, and emotional abuse, that has placed her in financial and emotional harm and her State of New York, its agencies, Courts, NYS OAG has done nothing to protect or assist her in getting back the equity and funds stolen and to finally stop this continued theft of the Plaintiff and her mortgage. The State of New York and its agencies still has done nothing to remedy these thefts of abuse and has not helped in any relief from this harm to the Plaintiff. An act of omission and a dereliction of duty.\nXXXX. CoA: The Plaintiff had just recently tried to hire a forensic audit company. I requested the service of this forensic accountant (listed below), to audit my mortgage. He was ready and avidly pursuing my audit request. At a $10,000.00 fee. He was: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX  Try the Loan Calculator\nRecommended by the American Bar Associations Guide to Homeownership\n\nBut, when I told him I would be ready to start a case to go into court with him and his findings, once he completed the audit, he said he only does the forensic, he does nothing in court and would give me his findings on paper. I told him I will hire an attorney to help me in court and for him to communicate the audit findings with the attorney that I hire to take into court. Immediately this XXXX XXXX then sent me an email saying he could no longer help me. I have not been able to contact him since.\n\nAll the Plaintiff did was offer to hire an attorney to assist the forensic mortgage audit and take the information he concluded in his audit into court. Plaintiff believes she, once again, was about to become a victim of dishonesty, theft, and fraud. The State of New York has repeatedly allowed the Plaintiff to be subjected to fraudulent abuse. An act of omission and a dereliction of duty.\n\ny. CoA: The Plaintiff just recently file a lawsuit, as pro se, because all efforts to hire a professional representative became subjected to fraud. The court case that was recently filed is the followingXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX interceded and help me with this dishonest judge. But XXXX  does not litigate. There are also multiple cases that I had filed in the Supreme Court in White Plains, but they cannot seem to find the state docket numbers, even though I paid the filing fees, motion fees, and XXXX  fees. The XXXX XXXX XXXX  never filed my action, I had too. This XXXX fraud almost sent me into a foreclosure and forced another modification with hidden fees and excessive interest. I still have not received any help about this fraud from my State of New York, or its agencies. An act of omission and a dereliction of duty.\nz. CoA: The defendant(s) dereliction of duty to the Plaintiff constitutes extreme and outrageous conduct. But for the dereliction of duty and bad acts and omissions by Plaintiffs State of New York and its agencies to the Plaintiff, who has been severely harmed and abused by these mortgage banks, their servicers: XXXX and the XXXX XXXX XXXX et al, the Plaintiff would have been remedied. Today, XXXX  the XXXX XXXX just raised my mortgage payment by over XXXX per month, because they are trying to force their PSI insurance company into my home insurance at XXXX, annually, with their fees per installment and my XXXX  insurance is only XXXX. Additionally, XXXX  states that my taxes have increased when I proved that my taxes, due to my XXXX XXXX XXXX  as a senior, has decreased. WHERE ARE THE XXXX  FUNDS THAT XXXX  DEBITED FROM MY ACCOUNT A FEW MONTHS AGO: ILLEGALLY? XXXX  MADE THE PROMISE TO ALLOW THE PLAINTIFF TO ESCROW OUT AND PAY HER OWN ESCROW AFTER PLAINTIFF MADE 12-MONTH OF ON TIME PAYMENTS. THE PLAINTIFF HAS MADE YEARS OF ON TIME PAYMENTS SINCE THE LAST ILLEGAL FORCED MODIFICATION, AND THE PLAINTIFF IS STILL BEING FORCED TO PAY THE ILLEGAL ESCROW THAT THE BANK & SERVICERS ARE MANIPULATING TO THEIR BENEFIT WITH ILLEGAL DEMANDS FOR MORE AND MORE FUNDS AND FEES. THE ESCROW MUST BE REMOVED FROM THE BANK AND SERVICER AND BACK TO THE PLAINTIFF.\nPlaintiff states here in this legal complaint these causes of action and request for remedy, relief, and immediate help from the State of New York, the defendant(s).\nAdditionally, but for the purposes of the intentional infliction of financial fraud, emotional distress and abuse, the extreme and outrageous illegal dealings and conduct of the mortgage banks, servicers, and law firms, it is these entities actions that is so severely inappropriate, and illegal, and harmful to the Plaintiff, that it is outside of the bounds of what is tolerated by anyone in society, and the Plaintiff request a remedy and relief from the defendant(s), from the State of New Yorks due to the dereliction of duty and bad acts of omission to the Plaintiff. These entities thefts and frauds are so unacceptable that it is not okay by the Plaintiff, according to society's standards, to be abused and harmed and subject to such financial fraud and scams and that it is the defendant(s) dereliction of duty that should not have allowed the Plaintiff to be so unjustly harmed. The Plaintiff has had no protection from the State of New York, its agencies, and governments. The Defendant(s) bad acts of omission and dereliction of duty to the Plaintiff.\nBut for the State of New York and its agencies, who still has done nothing to remedy these thefts of abuse, scams, and harm to Plaintiffs financial situation by these frauds, her stolen equity in the amounts of over $500,000.00, and being forced to pay an illegal and excessive mortgage payment, still monthly and illegal escrow funds, still to date: XXXX XXXX  on the fraudulent balance of oveXXXX XXXX  the State of New York is in a very bad act and omission and dereliction of duty to the Plaintiff for no help at all and has failed to help the Plaintiff receive any remedy and relief from the bank, servicers, New York State agencies, courts, or the NYS OAG, from these fraudulent entities. This leaves the Plaintiff heavily burdened and unable to find justice, even in her own out-of-pocket by hiring professionals with retainer fees, due to the lack of help from the State of New Yorks failure to protect and enforce laws to ensure legal dealing for the Plaintiff, and her right to justice.\nThe Plaintiff, therefore, is seeking a remedy and relief from the State of New York in the amount of XXXX  (Eight million, and five hundred thousand US dollars). This calculation is for the harm the State of New York allowed mortgage banks, entities, and others to operate illegally against the Plaintiff with illegal dealings and who committed repeated fraud against the Plaintiff, with the intent to commit fraud causing harm to the Plaintiff, that has been allowed due to the State of New Yorks dereliction of duty and bad acts of omission, that is still forcing the plaintiff to continue to payout to these corrupt organizations; who has been committing fraud against the Plaintiff and her home, for over 1XXXX years and is still continuing to do so in XXXX.\nThe Plaintiff respectfully request the remedy and relief or whatever relief the courts deems fair and faithful for the stolen funds and equity, and for the harm and abuse due to the bad acts of omission and dereliction of duty by the State of York to protect the Plaintiff. \nThat the Defendant(s) and its agencies in their bad acts of omission and dereliction of duty to the Plaintiff, allowed bad entities and their agents, and other individuals listed in this complaint to intentionally, maliciously, and without just cause, knowingly commit fraud and abuse to the Plaintiff and her mortgage that caused her irreparable harm.\nThat as a result of the Defendant(s) lack of actions to protect XXXX XXXX Plaintiff is forced to bring this lawsuit, pro se, with hopes of finally receiving justice, restitution, and an amicable remedy and relief.\nThe Plaintiff, XXXX XXXX XXXX pray for such remedy and relief as in law or equity that she may also be entitled.\n_","date_sent_to_company":"2025-04-15T11:38:05.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"10801","tags":"Older American","has_narrative":true,"complaint_id":"12975224","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF NEW YORK MELLON CORPORATION, THE","date_received":"2025-04-15T11:19:23.000Z","state":"NY","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["CoA: Every month that Plaintiff makes a <em>mortgage</em> payment, plaintiff is forced to <em>pay</em> for the illegal inflated XXXX, and now the illegal ballooned balance of XXXX <em>mortgage</em> balance, that has risen, <em>even</em> more now in the year XXXX  Plaintiff bought her <em>home</em> in XXXX, and the purchase price was only XXXX (NOT XXXX, AS THESE 2-BANKS AND THEIR SERVICERS LISTS AS PLAINTIFFS ORIGINAL  <em>MORTGAGE</em> BALANCE)."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"],"sub_issue":["Escrow, taxes, or <em>insurance</em>"]},"sort":[16.017704,"12975224"]},{"_index":"complaint-public-v1","_id":"2765807","_score":15.846174,"_source":{"product":"Mortgage","complaint_what_happened":"Re : Wells Fargo bank sells fraudulent foreclosures with fake Title Insurances policies.\n\nDear CFPB : I want to follow up on fraudulent foreclosure mill operated by Wells Fargo bank and other criminal financial institutions who launder dark money through Illinois Courts ; along with {$2.00} XXXX in funds diverted by IL  XXXX XXXX XXXX from settlements with banks which only benefited XXXX XXXX family and friends. \n\nPlease be kindly informed that Wells Fargo bank sells stolen in the Court properties with fatally defective property Titles and provide FAKE Title Insurances for those properties. Proof attached. \n\nIn XXXX XXXX acting as XXXX XXXX filed foreclosure case XXXX, XXXX XXXX as Trustee for XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX, et. al. Property address XXXX XXXX. XXXX XXXX. XXXX. This case was based on false statements and accompanied by forged Assignment of Mortgage ( but not the Note ) into a non-existing XXXX XXXX XXXX about six years after its Closing Day. The Note lacked any chain of Assignments ( I checked this case ) and was not transferred to the Trust at all. \n\nYet, it was favorably decided by XXXX XXXX XXXX XXXX, who acted in excess of jurisdiction and trespassed all applicable laws. ( I dont know who needs those laws our judges have absolutely no intention to follow any of them ) In XXXX I was looking for an affordable property and found a unit which was listed by XXXX XXXX XXXX XXXX. According to the listing, it was NEWLY RENOVATED LARGE 3 BEDROOM AND 2 BATH CONDO UNIT HAS NEW APPLIANCES, REFINISHED FLOORS, UPDATED KITCHEN AND BATHS, SUNROOM. SOLD \" AS IS '' Buyers should obtain a free prequalification letter from Wells Fargo Home Mortgage ( WFHM ) or an entity which is a joint venture with WFHM by working directly with a mortgage consultant. See additional information attached. Additional information included property taxes, assessments, ect. The listing did not mention that this property is a foreclosure. It only demanded a pre-qualification from WFHM. I reviewed sale documents again and again did not found disclosures about foreclosure. The Seller was XXXX XXXX XXXX  Without suspecting a scam ( in XXXX I had no idea who is XXXX XXXX XXXX, and they did not mentioned any affiliation with XXXX ), I purchased the unit. On XXXX XXXX, XXXX XXXX XXXX XXXX. as Trustee for XXXX XXXX XXXX XXXX XXXX ( XXXX ),  who claimed to be duly authorized to transact business in Illinoisprepared a Special Warranty Deed acting under \" authority of its Board of Directors or Trustees ''. At the same time, I was given a number of Forms and documents stating that I am receiving XXXX XXXX XXXX XXXX policy for this property for {$1300.00}. \n\nAs soon as I got possession of the unit, I realized that something is really wrong with it. So, I decided to do more detailed review of the background of this unit just to realize that I became a victim of a scam committed by Wells Fargo Bank, this property sale is a fraud where all documents are forged ; and the Seller is a fake who lacks any authority since it is not existing entity ; and \" authorized officers '' appear to be fakes as well. I first checked IL Secretary of State for XXXX XXXX status as Trustee for XXXX and found no records. My worries escalated. I searched public records for XXXX XXXX XXXX XXXX XXXX and find out that here is a huge foreclosures fraud and forgeries operated by XXXX XXXX. \n\nI checked the Assignment of Mortgage into the Trust. It was dated XXXX XXXX, XXXX. This Trusts Closing Day was XXXX XXXX at the latest ( under IRS Rule XXXX assignment must be done in 90 days ). So, under no circumstances this Assignment of Mortgage into XXXX XXXX 6 years after its Closing Day can be a legitimate Assignment. Note, that all these tasks must be done by Judges before they reward XXXX fraud upon their Courts in violation of all laws. \n\nAccording to SEC website and IRS Publication 938, from XXXX to present time XXXX did not make any SEC or IRS filings which is a mandatory requirement for a legitimate Trust ; and XXXX XXXX has no signs of its physical existence as a legal entity at all. I was not able to find any Board of Directors for this Trust either. The Assignment was prepared by well-known Wells Fargo bank robo-signers XXXX XXXX and XXXX XXXX XXXX, thus it is a forgery. XXXX Attorney-in-Fact XXXX XXXX who signed XXXX  appears to be a fake person. I only find one XXXX XXXX who was associated with XXXX - and he does not work for Wells Fargo since XXXX. \n\n\" Trust Officer '' XXXX XXXX. XXXX is actually XXXX XXXX XXXX. XXXX XXXX XXXX is XXXX XXXX XXXX  who also worked for XXXX XXXX XXXX ( XXXX ), a XXXX XXXX. According to IL Secretary of State, XXXX does not have registration to conduct real estate business in IL while XXXX has a very questionable status. According to the record, XXXX filed for registration with the State in XXXX. The last annual report was filed in XXXX. \n\nThe President, XXXX XXXX XXXX XXXX, since XXXX works for XXXX XXXX XXXX, XXXX insurance branch,  currently under investigation for fraud and facing license suspension in California. See attached. I also found an article that XXXX, XXXX and their agents intentionally lie to property buyers. \n\nWhen I contacted a Title Insurance Company, XXXX XXXX XXXX who received {$1300.00} for the Title insurance on my property, they advised me that they do n't have any records on my policy. \n\nOn or about XXXX XXXX, XXXX I mailed XXXX XXXX a direct letter asking for verification of its status as Trustee ; legitimacy of XXXX XXXX and their ability to accept securities ( mortgages and Notes ) into this Trust 6 years after its closing day ( worth to mention, the Assignment only transferred the mortgage, not the Note ) ; copy of the original Note with full chain of Assignment ; contact information for XXXX XXXX XXXX XXXX ; and validity of the Deed. XXXX XXXX failed to respond. \n\nOn XXXX XXXX, XXXX I filed a complaint with Consumer Financial Protection Bureau. On XXXX XXXX, XXXX XXXX XXXX representative XXXX XXXX XXXX responded with a runaround letter and advised me to talk with Wells Fargo bank, who was a Servicer for this mortgage. This letter created even more concerns. First, XXXX XXXX failed to state his position with XXXX XXXX  and provide his contact information, which looks suspicious to the best. Second, I found information that here are numerous identical letters prepared by XXXX XXXX, which also caused reasonable doubts for other customers that these letters are fabricated and coming from the other source, not XXXX XXXX. The link to this information is below. \n\nAs of today XXXX XXXX XXXX failed to follow up with me on this matter. XXXX sent me their usual runarounds that they need more time to research on my inquiry ; XXXX lawyer XXXX XXXX ( whose XXXX XXXX XXXX ( merged with XXXX ) operates a huge mill in your Court ) blocked my email after I demanded explanations regarding fake Title Insurance policy ; and XXXX XXXX sent me a runaround which is publicly known as pure fabrication and forgery. \n\nI respectfully demand explanations from XXXX based on which authority they filed fraudulent foreclosures for a fake plaintiff based on forged documents and defrauded me with fatally defective Titles and fake Title Insurance policies. \n\nXXXX created a new financial crisis at the size of XXXX since I am not the only one whom judges and XXXX bank defrauded with a defective Title which is accompanied by a fake Title insurance policy. Here are hundreds of thousands similar sales, all of which have absolutely no property rights and no Title insurances, only unsecured huge lines of credit called mortgages. \n\nPlease order XXXX to compensate me in the amount of {>= $1,000,000} ( XXXX XXXX ) for all damages I suffered due XXXX fraudulent conduct. \n\nPlease be kindly informed that if CFPB will refuse to order XXXX pay me a compensation, I will proceed with the legal case against XXXX for fraud ; and against CFPB for aiding and abetting Wells Fargo bank fraud in astronomical proportions. Millions of fraudulent property Titles with FAKE Insurance policies are not even comparable damages to millions of fake accounts. \n\nRegards. \n\nXXXX XXXX","date_sent_to_company":"2017-12-28T10:16:41.000Z","issue":"Closing on a mortgage","sub_product":"Other type of mortgage","zip_code":"606XX","tags":"Servicemember","has_narrative":true,"complaint_id":"2765807","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-12-28T10:06:33.000Z","state":"IL","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":["Please be kindly informed that if CFPB will <em>refuse</em> to order XXXX <em>pay</em> me a compensation, I will proceed with the legal case against XXXX for fraud ; and against CFPB for aiding and abetting Wells Fargo bank fraud in astronomical proportions. Millions of fraudulent property Titles with FAKE <em>Insurance</em> policies are not <em>even</em> comparable <em>damages</em> to millions of fake accounts. \n\nRegards. \n\nXXXX XXXX"],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["Other type of <em>mortgage</em>"]},"sort":[15.846174,"2765807"]},{"_index":"complaint-public-v1","_id":"11272641","_score":15.80884,"_source":{"product":"Mortgage","complaint_what_happened":"PHH MORTGAGE SERVICES SHELLPOINT The address of each property is : XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX. \n\nXXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX - XXXX XXXX XXXX, XXXX XXXX, FL XXXX XXXX - XXXX XXXX XXXX, XXXX XXXX, FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX - XXXX XXXX Terrace XXXX XXXX XXXX XXXX FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX - XXXX XXXX XXXX, XXXX XXXX XXXX FL XXXX XXXX \n\nXXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX. \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX. \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX. \n\nXXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX. \n\nUrgent Request for Investigation and Enforcement of Legal Violations by Mortgage and Insurance Companies Good Afternoon, My name is XXXX XXXX, and I am the owner of a property management company based in XXXX XXXX, Florida. I am reaching out to bring attention to a series of unlawful actions taken against my business and properties by PHH Mortgage Services and our insurance provider, XXXX XXXX XXXX XXXX, which have severely disrupted our operations and threatened our financial stability. These actions have left us facing significant losses and jeopardized our ability to operate. \nBackground Due to the devastation caused by Hurricanes XXXX ( XX/XX/XXXX ) and XXXX ( XX/XX/XXXX ), we sought assistance from PHH Mortgage Services for the loans we hold. The President declared a major disaster for Florida on XX/XX/XXXX, in response to the damage caused by these storms. Despite filing insurance claims promptly, we have yet to receive any payments for necessary repairs on our properties. \nHowever, instead of assisting us in our recovery, PHH Mortgage Services has initiated numerous foreclosure actions against us, causing a significant financial loss. PHH Mortgage Services has imposed excessive fees, sent notices indicating a lack of active insurance policies, and refused to process our claims, claiming they could not proceed without updated insurance information. \nFurthermore, property preservation companies, hired by PHH Mortgage Services, have unlawfully entered our properties, changed locks without permission, and disturbed tenantsactions that have harmed both our business operations and tenant relationships. These violations have continued despite our bankruptcy filings and compliance with all relevant bankruptcy provisions. \nIssues with XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX has committed fraud by withholding funds and refusing to pay out claims for our properties. Despite legitimate claims and verified damages, they have delayed payments, withheld insurance funds for years, and failed to disburse any payments for necessary repairs. \nThe actions of our insurance company constitute clear violations of state and federal insurance regulations, including : o Florida XXXX XXXX ( Prompt Payment of Claims ) This statute requires insurers to initiate an investigation within 14 days and conclude investigations within 90 days. The insurers extended delay and refusal to pay for legitimate claims constitute clear violations of this statute. \no Florida Unfair Insurance Trade Practices Act ( XXXX ) This statute prohibits unfair claims practices, including failing to promptly settle claims where liability is clear and committing acts of bad faith. The insurers delay in disbursing funds or communicating timelines is a violation of this statute. \nCurrent Issues with PHH Mortgage Services Foreclosure Actions and Fees Instead of assisting us during this difficult time, PHH Mortgage Services has initiated numerous foreclosure actions against us, causing a significant financial loss. These actions have resulted in the imposition of excessive fees and late charges, placing further strain on our business. Additionally, they have sent notices claiming that the lack of an active insurance policy has prevented them from processing our claims, despite the fact that we have valid insurance in place. \nUnlawful Entry by XXXX XXXX XXXX PHH Mortgage Services XXXX XXXX XXXX XXXX, which unlawfully entered our properties, changed locks without permission, and disturbed tenants. These actions have further harmed our business, especially as we were under a bankruptcy plan. These violations have been exacerbated by the financial hardship caused by the hurricane damage and the failure of mortgage companies to provide assistance. \nFurther Damage from Recent Hurricanes Our business suffered additional damage from Hurricanes XXXX ( XX/XX/XXXX ) and XXXX ( XX/XX/XXXX ), which has severely disrupted the repairs we were able to initiate after the previous storms. The ongoing damage from these hurricanes has compounded the difficulties we are facing, and we are still awaiting necessary insurance payouts to begin repairs. \nLegal Violations We have documented several violations of federal law committed by PHH Mortgage Services, insurance providers, and their agents. These include : Bankruptcy XXXX Violations These companies have violated discharge injunctions by sending default notices, initiating foreclosure procedures, charging excessive fees, and hiring property preservation companies to trespass on our properties. This constitutes a direct violation of the protections afforded to us under bankruptcy law.\n\nViolations of Automatic Stay ( Sections 5, 6, and 7 of Section 362 of the Bankruptcy Code ) o PHH Mortgage Services has refused to accept our payments, returned checks, and ignored requests for assistance. \no They have added unjustified fees to loans during the active bankruptcy plan. \no They have sent default notices despite our compliance with the terms of the plan, including making timely payments. \nFailure to Meet Obligations Under Federal and State Laws Post-Disaster o Our mortgage lenders have failed to provide loan term modifications, as required by the Consumer Financial Protection Bureau ( CFPB ) and the Florida Office of Financial Regulation in disaster scenarios.\n\no They withheld insurance funds, even though checks were payable to me, XXXX XXXX. \no They have not provided any loss mitigation or forbearance options during or after the hurricanes, in direct contravention of the CARES Act provisions.\n\nLegal Basis for Violations In addition to the violations noted above, several other legal provisions have been breached, including : Trespass to Property o Legal Basis : Florida law defines trespass as unauthorized entry onto another persons property, especially where \" No Trespassing '' signs are posted.\n\no Violation Details : Property preservation companies entered properties without consent, despite visible \" No Trespassing '' signs, resulting in unauthorized access. \nIllegal Lock Changes and Tenant Interference o Legal Basis : Under Floridas Residential Landlord and Tenant Act, unauthorized lock changes and interference with tenants possession of the property are illegal without a court order. \no Violation Details : Locks were forcibly changed on multiple properties while tenants were legally in possession, disrupting tenant rights and property control. \nCivil Theft and Conversion o Legal Basis : Conversion occurs when unauthorized actions deprive the property owner of their personal property. Civil theft involves intentional control or deprivation of property.\n\no Violation Details : Property preservation companies removed personal property, including \" For Rent '' signs, and changed locks without authorization, depriving us of rightful control.\n\nBreach of Peace in Enforcement Actions o Legal Basis : Florida law mandates that any enforcement actions, including repossessions or foreclosures, must occur without a breach of peace. \no Violation Details : Breaking into homes, forcibly changing locks, and creating disturbances constitute breaches of peace during property enforcement actions. \nFlorida and Federal Statutes Governing Repetitive and Excessive Actions Florida Statutes : o XXXX : Establishes the statute of limitations for foreclosure claims. \no XXXX : Governs illegal actions such as unauthorized lockouts or interference with tenants ' rights. \nFederal Laws : o Fair Debt Collection Practices Act ( FDCPA ) : Prohibits harassment, unfair practices, and repetitive legal actions by creditors or their agents attempting to collect debts. \no XXXX XXXX : Requires mortgage servicers to follow strict procedures when handling properties, especially in foreclosure, including respecting legal stays and avoiding excessive or unlawful property entries. \n\nOcwen, headquartered in XXXX XXXX XXXX, XXXX, is XXXX of the nations largest nonbank mortgage servicers. As of XXXX XXXX, XXXX, Ocwen serviced almost XXXX XXXX loans with an aggregate unpaid principal balance of {$200.00} XXXX. It services loans for borrowers in all XXXX states and the District of Columbia. A mortgage servicer collects payments from the mortgage borrower and forwards those payments to the owner of the loan. It handles customer service, collections, loan modifications, and foreclosures. Ocwen specializes in servicing subprime or delinquent loans. \nThe CFPB uncovered substantial evidence that Ocwen has engaged in significant and systemic misconduct at nearly every stage of the mortgage servicing process. The CFPB is charged with enforcing the XXXX XXXX XXXX Reform and Consumer Protection Act, which protects consumers from unfair, deceptive, or abusive acts or practices, and other federal consumer financial laws. In addition, the XXXX adopted common-sense rules for the mortgage servicing market that first took effect in XX/XX/XXXX. The XXXX mortgage servicing rules require that servicers promptly credit payments and correct errors on request. The rules also include strong protections for struggling homeowners, including those facing foreclosure. \n\nNOTE : We didnt have knowledge about this when we first contacted them in XXXX. They have been doing this to other people for more than XXXX years. \n\nRequest for Enforcement Despite our efforts to engage attorneys and resolve these matters, PHH Mortgage Services and XXXX XXXX XXXX XXXX have continued to violate our rights, causing severe damage to our business operations. We are on the brink of failure due to these actions, and we urgently request government enforcement to hold these companies accountable. \nThe impact of these violations has left us without income, severely damaged our ability to operate, and further delayed our recovery from the hurricanes. We ask for your immediate intervention to ensure these companies face the appropriate consequences for their actions. \nPlease feel free to contact me directly at ( XXXX ) XXXX or via email at XXXX. Thank you in advance for your attention to this urgent matter.","date_sent_to_company":"2024-12-23T18:21:38.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"321XX","tags":null,"has_narrative":true,"complaint_id":"11272641","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2024-12-23T17:55:06.000Z","state":"FL","company_public_response":null,"sub_issue":"An existing modification, forbearance plan, short sale, or other loss mitigation relief"},"highlight":{"complaint_what_happened":["Issues with XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX has committed fraud by withholding funds and <em>refusing</em> to <em>pay</em> out claims for our properties. Despite legitimate claims and verified <em>damages</em>, they have delayed payments, withheld <em>insurance</em> funds for years, and failed to disburse any payments for necessary repairs."],"product":["<em>Mortgage</em>"],"issue":["Struggling to <em>pay</em> <em>mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[15.80884,"11272641"]},{"_index":"complaint-public-v1","_id":"5657129","_score":15.159785,"_source":{"product":"Mortgage","complaint_what_happened":"Subject of the complaint : A notice dated XX/XX/XXXX from Bank of America was mailed to XXXX XXXX stating that the interest rate of our mortgage loan that they own and service will increase by 0.750 % for 272 months and a final balloon payment of {$250000.00}. We adamantly state again that this mortgage loan modification issued by XXXX XXXX  XXXX in XXXX is fraudulent. The original loan was {$330000.00} and the loan modification exploded it to {$720000.00} which includes a balloon payment of {$210000.00} has a 44 yr. term with escalating interest rates. Additionally, without notifying us, Bank of America extended the loan term to 52 years. We state that the mortgage loan is fraudulent because of documented proof that it was derived from mortgage fraud consisting of unlawful financial policies, manipulated processing times, misrepresentation of information and illegal business practices. \nPurpose of the complaint : We are again appealing to Bank of America on legal, moral, ethical and humane grounds to stop perpetuating this mortgage crime and grave injustice done against the XXXX family. There is urgency to this complaint because Bank of America is about to implement the most formidable and financially damaging period of our mortgage loan. As a hard working family of XXXX descent with roots in XXXX and XXXX we are living in our home for the past 27 years. However we attribute this achievement and our survival from losing our home not only to our persistent tenacity to fight against the injustice done against us but primarily to our faith in the power of Almighty God. \nWe are aware that Bank of America has stated exemption from any blame of mortgage fraud related to the mortgage loan that they currently own and service on our home. Their basis for this claim is that it was not them, but XXXX XXXX XXXX that processed the terms and conditions of our loan. But to us their position is analogous to thieves laundering their stolen money in a bank that benefits from the profits and when confronted about the crime they claim innocence or ignorance. Similarly, the case with our home is analogous to a hard working, honest, individual who was criminally and purposefully setup for theft of {$720000.00} and was sentenced to 52 years of punishment for a crime they did not commit. \nOur perspective : We are among the thousands of US citizens, and particularly those of XXXX descent who were victimized by massive mortgage financial crimes committed in XXXX. Our current monthly payments continue to feed the greed of investors with dividends from our fraudulent mortgage loan that was encased in a toxic asset titled XXXX XXXX XXXX XXXX, XXXX for XXXX XXXX  XXXX XXXX XXXX Pass-Through Certificates, Series XXXX. The illegal business strategy all servicers applied to our loan over the 10-yr period was implemented on several levels. First was the abusive and premature action to begin the foreclosure process after only two missed payments and while we were making full monthly payments. Second was the persistent practice of ignoring phone calls and letters about our loan. Third, were the incessant requests by servicers for the exact documents that we had previously submitted. Fourth was the repeated submission of loan modification applications with no approval. Fifth was the practice of changing servicers who regularly demanded starting over the application process. However, the most pervasive strategy was the purposeful and unconscionable manipulation of processing time to extend it so that the excessive charges, missed payments and miscellaneous fees including monthly inspections of the property will accumulate to a financially insurmountable amount. The ultimate goal was for us lose our home. \nSynopsis of the complaint : All information is backed by documentation ) Prior to responding to a solicitation to refinance in XXXX, we had lived in our home for ten ( 10 ) years. The loan was originally made to XXXX XXXX and spouse XXXX XXXX in XXXX each with 50 % ownership certificates to XXXX XXXX. \nXXXX we refinanced for {$330000.00} at 10 % for 30 yrs. with XXXX XXXX XXXX. There were two closings. The loan was finally made to XXXX XXXX and son, XXXX XXXX. Interest rate was to be lowered if we paid the {$2500.00} on time for 6 months and we did. But also six months later the former owners sued the title company XXXX XXXX for issuing a fraudulent title deed with their forged signatures. Refer to court XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX. We incurred {$25000.00} in legal fees to litigate clearing of the title. \nXXXX XXXX XXXX - Countrywide XXXX XXXX. Two periods of unemployment and legal costs caused us to miss two mortgage payments. XXXX XXXX resumed work in XX/XX/XXXX and XXXX soon also after. Payments resumed from XXXX. Our request to put the two payments at the end of the loan was repeatedly refused. \nXXXX Countrywide  returned mortgage payments made in XX/XX/XXXX and XX/XX/XXXX stating that our home was in foreclosure proceedings. We sent the first letter requesting mortgage forbearance or any other applicable loan modification option. Countrywide  did not respond. \nXXXX we sent six letters to Countrywide  XXXX  XXXX requesting mortgage forbearance or any other applicable loan modification option. No response. \nXXXX The case involving title deed, lasted 3 yrs and was settled with the title cleared and plaintiffs receiving {$25000.00}. We requested an application from Countrywide  for the Home Affordable Mortgage Program offered by the Obama administration for which we more than qualified. Total income was {$82000.00} per yr. No response. We also contacted Senator XXXX for assistance. He responded but was not able to change conditions. \nXXXX XXXX XXXX Bank of America XXXX Countrywide  XXXX XXXX. The same problem of no response to our request for a HAMP loan modification application continued. Instead, they offered in-house loan modification programs for {$2800.00} to {$4000.00} monthly. We declined offers and continued to request application for HAMP program that was developed for home owners like us. \nXXXX - New servicer- a ) XXXX XXXX XXXX offered HAMP application but maintained the same business policy of repeatedly requesting the same documents with no loan approval. b ) XXXX XXXX XXXX XXXX, XXXX for XXXX Mortgage XXXX XXXX XXXX Pass-Through Certificates, Series XXXX filed a status report for foreclosure action against us. We responded XXXX XXXX requesting with stated reasons that the court dismiss the plaintiffs action with prejudice. The foreclosure case was placed on hold. \nXXXX a ) On legal advice XXXX XXXX XXXX for bankruptcy to qualify for approval under a loan modification program in Florida. The program required paying XXXX XXXX XXXX and XXXX {$1400.00} per month through bankruptcy court and attending mediation for XXXX weeks. We complied with both, and paid a total of {$30000.00}. b ) On XX/XX/XXXX when XXXX denied the loan modification application stating insufficient income. This was most offensive because XXXX purposefully disregarded repeated submission of combined income from XXXX resident family members. They chose to isolate XXXX 's income and use for evaluation. Combined income was {$60000.00}. \nXXXX a ) XXXX XXXX XXXX told our attorney to have XXXX XXXX XXXX XXXX bank statements showing that we pay rent to him. We absolutely refused on the legal grounds of falsifying documents and violating the citys residential code about property. b ) XXXX asked the attorney to have XXXX father deposit his social security check into XXXX bank account. We again refused this illegal request, and mutually ended legal services. We filed our XXXX Consumer Financial Protection Bureau complaint against Select Portfolio Servicing for their illegal business practices with purposeful delays in processing approval of our XXXX loan modification application. \nXXXX a ) We received a notice from the court that XXXX XXXX XXXX XXXX XXXX XXXX for XXXX XXXX  XXXX XXXX XXXX XXXX XXXX, Series XXXXXXXX had withdrawn the foreclosure action. b ) We filed a second CFPB complaint against XXXX because they continued the same pattern of illegal business practices of purposeful delay tactics to make our indebtedness impossible to regain and retain ownership of our home. c ) XXXX notified us by telephone that they had approved our HAMP loan modification. But no forms were sent for signatures. Our calls about the matter were ignored for weeks. But in late XX/XX/XXXX, XXXX XXXX XXXX notified us that our loan and processing was transferred to a new servicer. This was vitriolic. \nXXXX New servicer XXXX XXXX  XXXX . a ) On contact with XXXX  about our approved HAMP loan modification from XXXX XXXX XXXX they told us that we had to start over the application process. b ) We filed a first CFPB complaint against XXXX XXXX XXXX. They responded that XXXX  reported our application as incomplete and that the HAMP program ended on XX/XX/XXXX. XXXX  stated that they can only offer us an in-house loan modification program. Again this was clearly a collaborative reaction. c ) But We completed and returned the application to XXXX. ( d ) On XX/XX/XXXX we received a letter from XXXX XXXX  XXXX informing us of impending foreclosure proceedings on behalf of their client, XXXX. ( XXXX ) On XX/XX/XXXX we filed a second CFPB complaint against XXXX  and XXXX because it was clear that they were determined to use fraudulent and illegal means to forcefully rob us of our home. ( f ) In late XX/XX/XXXX XXXX XXXX called from XXXX XXXX  XXXX about approval of a loan modification with a trial date of XXXX. But he added that we must pay {$10000.00} to begin the trial period. What ensued was a high volume response from me telling him that his company is attempting to extort money illegally from us, and our intent is to file another CFPB complaint. He quickly got off the telephone and returned soon after with perfuse apologies that he was mistakenly looking at another clients file. \nXXXX a ) We accepted the loan modification from XXXX XXXX XXXX with a written statement that we adamantly deny owing the fraudulent loan balance of {$720000.00}. 27 and we were accepting it under duress. b ) We were convinced that had we rejected it, XXXX would sell our property to a predatory investor for a fraction of what they were demanding from us. During this period It was routine for cars to stop in front of our home and look until we came out our cell phones in hand. We firmly believed then and now that the {$10000.00} demand and enormous loan balance were calculated to force us to reject the loan offer and abandon our home. c ) We contacted XXXX XXXX XXXX and spoke XXXX XXXX about our concerns with the loan and followed up with a letter as well as emails to the XXXX Loss Mitigation and Escalation departments. d ) We asked for a 90-day grace period to appeal the XXXX standard loan modification. XXXX XXXX XXXX responded with a letter stating that our loan was owned by XXXX XXXX XXXX XXXX, XXXX for XXXX XXXX  XXXX XXXX XXXX Pass-Through Certificates, Series XXXX and ignored our requests. \nXXXX New servicer Bank of America XXXX This was our second and now current involvement with this bank. ( a ) They charged us {$8500.00} for lender placed hazard insurance on XX/XX/XXXX. We contacted BOA by on-line message to point out the major discrepancy with their price and that of the prior servicer, XXXX XXXX  XXXX  who purchased the LPI for the period XXXX period at {$3700.00}, making Bank of Americas cost over 200 % more. Bank of America stated that it was due to LPI coverage calculated on the loan balance of {$710000.00}. b ) We pointed out that XXXX XXXX  XXXX documented that the LPI was based on the current appraised home value not on the loan balance. We got no response but later noticed a refund of {$8500.00} on the account, and since then the LPI costs are under {$4000.00}. ( b ) In XXXX we filed a CFPB complaint for Bank of America to extend access to a COVID-19 loan deferral program to us. This was done. \nConclusion : Below are the main damages sustained in our fight for justice and to retain our home. 1 ) Intense emotional and mental stress. Writing tens of letters, and making numerous phone calls with no response, as well as filing complaints are very distressing mentally and emotionally. 2 ) Severe financial damage and losses : - This mainly applies to the fraudulent and illegal 52-year loan balance of {$720000.00}, with yearly increasing interest rates. But it also includes the significant costs of almost {$70000.00} we incurred for the legal and business services we used in our struggle to obtain a loan modification and preserve ownership of our home. 3 ) Currently, there is no path for us to access equity in our home or to sell it for a profit due to the colossal mortgage balance. Therefore at XXXX XXXX XXXX and still in grief for my husband who passed away on XX/XX/XXXX, this situation with our home is ominous, but for Gods presence in my life. This severe injustice put the dream of passing on our home free and clear to our sons at risk, unless circumstances change. 4 ) Devastation of our credit : - Even if I wanted to accept a reverse mortgage on my home, I do not qualify for obvious reasons. Yet we remain confident that we will be vindicated and receive justice, whether it comes from a judge in a court of law or by the power of Almighty God.","date_sent_to_company":"2022-06-10T19:27:50.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33617","tags":"Older American","has_narrative":true,"complaint_id":"5657129","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-06-10T19:01:12.000Z","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":["Therefore at XXXX XXXX XXXX and still in grief for my husband who passed away on XX/XX/XXXX, this situation with our <em>home</em> is ominous, but for Gods presence in my life. This severe injustice put the dream of passing on our <em>home</em> free and clear to our sons at risk, unless circumstances change. 4 ) Devastation of our credit : - <em>Even</em> if I wanted to accept a reverse <em>mortgage</em> on my <em>home</em>, I do not qualify for obvious reasons."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[15.159785,"5657129"]},{"_index":"complaint-public-v1","_id":"5158148","_score":15.051622,"_source":{"product":"Mortgage","complaint_what_happened":"The options given for Step 1 and Step 2 don't exactly describe my issues but here 's a long explanation of everything that has been going on. \n\nThis is a dual complaint against Mr. Cooper - their Mortgage Division ( loan # XXXX ) and against XXXX ( Claim Tracking Number : XXXX ) which is one of their subsidiaries. XXXX handles all homeowners claims. Mr. Cooper has too many addresses per se and I didnt know which one to use. I havent dealt directly with them in years. The lawyer representing Mr. Cooper in my modification case is XXXX XXXX and here is his contact information : XXXX XXXX XXXX, XXXX. \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MA XXXX ( XXXX ) XXXX ( XXXX ) XXXX ( direct ) ( XXXX ) XXXX ( facsimile ) I will provide XXXX  XXXX info when I get to that part of the complaint. \n\nI want to clarify that I am not currently represented by an attorney but I would like to be. I was represented for the past five years by XXXX XXXX for the purposes of filing a bankruptcy and negotiating a settlement. Litigation at that point was off the table for financial reasons and because I didnt think XXXX XXXX was invested enough in the case to pull it off. I know it probably wouldve been less stressful ( or not? ) to extend XXXX XXXX representation but without getting into too many details, he made too many mistakes and other than filing the bankruptcy, he didnt do much else. Im still very grateful for his service and support though. \n\nThis is my pathetic story. My name is XXXX XXXX. In XXXX, I bought my first home located at XXXX XXXX XXXX in XXXX, MA ( XXXX ) and Ive lived there ever since ; this is my mailing address as well. WIthout any notice, the mortgage companies changed a few times through the years with the last one being NationStar dba Mr. Cooper and thats when my nightmare began. \n\nBack in XXXX, a modification was offered and approved. I successfully completed the trial period and for no reason and without an explanation, they then denied it. I refused to pay the new slightly higher mortgage payments until they honored the modification agreement. Trying to get anybody to speak to me to straighten out the modification issue was impossible. I gave up and when I tried to pay the mortgage payments I had missed, they refused to accept them. Shortly after, I got a foreclosure sale notice in the mail from Mr. Cooper. Mr. Coopers unjustified and unnecessary actions forced me to get legal representation and to file bankruptcy when I shouldnt have had to. Im a teacher and I live paycheck to paycheck and what I had to do to save my house ruined my credit and ruined me financially, which to this day I still havent recovered. The emotional pain and suffering that I have endured since is immeasurable. \n\nDue to the constant stress I was under, I couldnt focus, I was sick often and I was unjustly let go of my job of 17 years as a teacher in the XXXX. Even though the Unemployment Dept reversed my employers decision, the damage was done and it was about to get worse. The unemployment benefits were only a percentage of my salary and I couldnt keep up with Mr. Coopers payment demands. Against everyone 's advice, I withdrew my retirement benefits early to pay for what I owed. Not only did I lose every cent I had saved for my retirement but I lost about {$35000.00} during that transaction due to penalties related to the early withdrawal. I was honest with the Unemployment Division and when I told them that I had withdrawn my retirement benefits, the benefits ceased. I guess they considered my retirement benefits as income. I probably couldve contested their decision but I was too emotionally drained to fight it and in all honesty, they came through for me when I needed it the most so I just let it go. This was the lowest point of my life and Mr. Cooper continued to push but I managed to pay for every cent I owed up to that point and more afterwards ( I have copies of the checks ). \n\nMy payments altogether total about $ XXXX. To make matters worse, the $ XXXX went missing ; that money was never credited to my account which Ive come to find out seems to happen a lot with Mr. Cooper XXXX My lawyer even missed that and when I pushed him to question them, Mr. Coopers lawyer admitted to it. While Im very surprised that he admitted to their oversight, I dont buy it. To me, missing one payment may be considered an honest mistake. Missing crediting my account on six different occasions ( or more ) is no different than illegally withdrawing money from borrowers without their consent, one of the many charges Mr. Cooper has been found guilty of. I have no idea where that money is but thats one of the stipulations that need to be clarified in the settlement.\n\nI believe during or shortly after Mr. Coopers big indictment in XXXX, XXXX XXXX approached my lawyer to negotiate a settlement. A whole year went by and nothing happened. XXXX XXXX didnt contact my lawyer and my lawyer didnt follow up to him either until I insisted. My lawyer finally sent XXXX XXXX a short letter on XX/XX/XXXX and XXXX XXXX responded shortly after, on XX/XX/XXXX, saying that he would get back to him soon. And that was almost a month ago? He has already taken another month to reply and before that he took over a year! What can I possibly do at this point? I dont know if taking months, a year to respond is standard procedure in this type of case and/or amongst lawyers but as my level of anxiety keeps rising, I dont know how much longer I can wait. I dont trust Mr. Cooper - Im scared that they will take back what they said they would include in their settlement, and attempt to force me out of my house again. Their MO is so predictable! and they continue acting this way because they know they can get away with it when their accuser '' is somebody like me, a divorced teacher with no legal representation, and no direction.\n\nAnd thats where Im at with this part of the case. I may be wrong but I dont think their lawyer is going to get back to me any time soon, especially knowing now that Im no longer represented. XXXX XXXX from the DOB suggested I file a complaint through you and I truly hope you can assist me.\n\nLike I said, for years, we have tried to reach an agreement with Mr. Cooper so things can go back to normal but nothing has gotten done, for one reason or another. In order for me to agree to a settlement, Mr. Coopers lawyer would have to 1 ) agree to honor the modification they had agreed on almost five years ago and later withdrew 2 ) pay my former lawyer XXXX XXXX legal fees ( they kind of agreed to that but they don't know the amount ) and XXXX ) offer monetary compensation for my emotional distress. 4 ) He would also have to put in writing that they have waived the mortgage payments in arrears ( he also agreed to that as well but I obviously want him to agree to an amount and put it in writing along with the other conditions ) and 5 ) deposit my $ 33k ( approxly ) into an escrow account or apply it towards my mortgage balance ( as they were supposed to but never did ). \n\nUnfortunately, there is more to complain about. Back on XX/XX/XXXX, my kitchen caught on fire. The kitchen was destroyed and the smoke and soot went all over the house. Ive been living in a hotel since then and its been the opposite of Heaven. Here we are, 9 months later and my house is still not fixed because XXXX, a subsidiary of Mr. Cooper has simply decided to keep the money. Not only they havent released any of the funds but they havent given me an explanation as to why they are doing that either- is that even legal? \n\nThe check from the insurance company I received in XXXX to repair my home was made payable to me and Mr. Cooper. Based on their track history of losing money, I didnt want them to have the check. I tried asking them to endorse it so I could keep it but they refused. I tried to figure out other options with XXXX and that didnt work either. When I asked XXXX XXXX for information about where to send the check, he told me to just send it to him and that he would figure out where to send it. I refused and demanded to have in writing the name and contact info of whoever would be handling my case and a description of their claim procedures. I never got any detailed information from XXXX XXXX about their procedures ; all he gave me was the name XXXX and the address and that took months! Assurants addresses are : Regular Mail Overnight Mail Mr. Cooper Mr. Cooper Attn : Loss Drafts Attn : Loss Drafts XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, OH XXXX XXXX, OH XXXX Ph # XXXX While waiting for some kind of response from XXXX XXXX, the original check from XXXX expired and I had to contact the insurance company to get another check issued. XXXX was not aware that the home repairs had not yet begun and needless to say, they were appalled. Thats when I was notified by XXXX that my ALE benefits that are currently paying for my hotel stay while my house was supposed to be getting repaired will be terminated at the end of XXXX. Since five months had already passed at this point and with the fear of becoming homeless soon, I felt I had no choice but to send the check to XXXX and hope for the best. \n\nOn XX/XX/XXXX, I reluctantly forwarded a check in the amount of {$26000.00} to XXXX. As I mentioned earlier, this check was issued by XXXX with the sole purpose of repairing the damages done to my property by the kitchen fire. Along with the aforementioned check, I included the insurance repair estimates, the contractor 's report and a Declaration of Intent to Repair form. As its their usual tactic to delay things, they asked me yet for another Intent to Repair form through their website. I immediately filled it out and submitted it and I still havent heard from them once ; not a letter, not a phone call - nothing. Ive also been checking their useless website for updates and there is nothing there either. Not only it doesnt have an updated status but the information is contradicting and deceitful. In one section, it says Were going to take you to Step 3 : Receive Partial Claim Funds. Then the next screen says : Claim Funds Sent to you but when I scroll down, in smaller print, it says funds not yet sent. Again, no explanations. ( I have pictures of the screens ). \n\nI decided to call their Customer Service Dept and that was another nightmare in itself. One of the many reps I spoke to informed me that none of the Customer Service reps could discuss the case with me because my case is coded LITIGATION. Nobody can discuss the case with you, she said. My own case! She then proceeded to give me a list of generic emails to file complaints about Mr. Cooper to Mr. Cooper ( the links on the website to file a complaint, www.mrcooper.com/legal/complaints, don't even work! I also have the pictures of the error messages. ) When I demanded the name of someone with authority that I could speak to about my case, she simply replied that she had no names to give me. This is all so unfair, so wrong. I have never encountered a situation like this where a company wont inform me of whats going on with my own claim and then tells me that theres nobody I could speak to about the situation! \n\nI tried to explain to the CS rep that there is no litigation '' going on, that Ive been involved in a serious situation with Mr. Coopers Mortgage Division for the past 4+ years about a shady modification offer and an unjustified attempt to foreclose on my home but that we are not battling it in court nor am I being represented by a lawyer. I explained further that negotiations for a settlement with Mr. Coopers legal counsel XXXX XXXX XXXX, XXXX on the mortgage case have begun and that I hoped to reach a final resolution soon, one way or another. My explanations didnt matter ; she just kept saying file a complaint with Mr. Cooper . I cant waste my time with Mr. Cooper aymore so here I am, I decided to file my complaints where they matter and where I may have a chance to get some kind of resolution. \n\nAs I mentioned above, my insurance company will no longer pay for my hotel stay after XXXX which means Mr. Cooper is pushing me into homelessness once again. To avoid this from happening, my house would have to be deemed safe and livable for me to move back in and the only way to accomplish that is if the contractor starts working on my house now and finish all major repairs within a very unrealistic short amount of time and with non-existent building materials or appliances as I havent been able to order any of them. And thats if he is available to work. He has been waiting to start this project since I got the first check back in XXXX. Being aware of the situation and Mr. Cooper 's reputation, my contractor will not do any work until I can confirm that the entire {$26000.00} is available to him and that there will be no more issues if and when additional funds are needed. And the same goes for any contractor in the area. \n\nWithout that money, my house wont get repaired - plain and simple. And their unjustified and intentional delays have not only affected everybody involved but the condition of my home continues to deteriorate as its still covered with smoke residue and soot. At this point, when so much time has passed and nothing has gotten done, a partial disbursement or half of the funds now and the second half later is not acceptable. The entire amount is needed now to complete all the major repairs at once and as fast as possible. ( 6 ) They also need to have the LITIGATION code removed from my claim case immediately. ( 7 ) This is something Im sure Mr. Coopers lawyer could request but Im even more sure that it wont happen unless somebody with more knowledge and power intervenes on my behalf. \n\nBecause of the pending settlement negotiations, I have taken a closer look at my case and I was really embarrassed because Mr. Coopers deceptions were very obvious from the beginning and a more aggressive approach shouldve been taken. I started doing my research and thats when I realized that what Ive experienced with Mr. Cooper, thousands of consumers have gone through it as well : the shady modification offers, unjustified foreclosures, repetitive requests for the same information, lost documents/payments, among other unfair and deceptive practices. To their long list, I can add failure to communicate ( a year+ on one case and 60 days on the other ) and misappropriation of funds, for wrongfully keeping the insurance funds that I need to repair my home. I hope you can help me put an end to this nightmare once and for all! I would be eternally grateful!","date_sent_to_company":"2022-01-28T08:23:27.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"016XX","tags":null,"has_narrative":true,"complaint_id":"5158148","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2022-01-28T03:07:48.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>refused</em> to <em>pay</em> the new slightly higher <em>mortgage</em> payments until they honored the modification agreement. Trying to get anybody to speak to me to straighten out the modification issue was impossible. I gave up and when I tried to <em>pay</em> the <em>mortgage</em> payments I had missed, they <em>refused</em> to accept them. Shortly after, I got a foreclosure sale notice in the mail from Mr. Cooper. Mr."],"product":["<em>Mortgage</em>"],"issue":["Struggling to <em>pay</em> <em>mortgage</em>"],"sub_product":["Conventional <em>home</em> <em>mortgage</em>"]},"sort":[15.051622,"5158148"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":64,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":64}]}},"product":{"doc_count":64,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":41,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":18},{"key":"VA mortgage","doc_count":7},{"key":"FHA mortgage","doc_count":5},{"key":"Home equity loan or line of credit (HELOC)","doc_count":5},{"key":"Other type of mortgage","doc_count":3},{"key":"Conventional fixed mortgage","doc_count":1},{"key":"Other mortgage","doc_count":1},{"key":"Reverse mortgage","doc_count":1}]}},{"key":"Debt 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