{"took":636,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":539,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"16921504","_score":15.900563,"_source":{"product":"Mortgage","complaint_what_happened":"Consumer Financial Protection Bureau XXXX. XXXX XXXX Washington , DC XXXX Subject : Request for Assistance Improper Mortgage Charges by NewRez Mortgage / Shellpoint Mortgage Dear Sir or Madam, I am writing to request the assistance of your office regarding improper and possibly predatory actions by NewRez Mortgage, an affiliate of Shellpoint Mortgage, which currently holds my mortgage. I am XXXX XXXX XXXX, and I believe the companys recent actions may represent targeted or unfair treatment of senior citizens.\n\nDespite multiple telephone calls and written correspondence, I have been unable to engage in any substantive discussion or achieve resolution of these matters with the company. Therefore, I am seeking the Consumer Financial Protection Bureaus intervention.\n\nIssues 1. Escrow Account Improper Charge Please refer to my correspondence dated XX/XX/XXXX, addressed to XXXX XXXX XXXX and others ( copy attached ). To date, I have received no response from the company.\n\nThis is a time-sensitive matter, as failure to pay the improper escrow charge included in the monthly bill due XX/XX/XXXX could negatively impact my credit rating ( Very Good ). On XX/XX/XXXX, I paid the monthly mortgage bill, excluding the new escrow charge of {$130.00}, which I dispute as improper.\n\n2. Additional Insurance Improper Charge Please refer to my correspondence dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, also directed to XXXX XXXX and others. The company has replied with three non-substantive and identical form letters dated XX/XX/XXXX, and XXXX, XXXX ( copy of the XX/XX/XXXX letter attached ). These responses failed to address the substance of my complaint.\n\nRequested Action I respectfully request that the CFPB engage NewRez/Shellpoint Mortgage on these matters and require that they : 1. Discontinue all improper and fraudulent billing and collection activities, including the disputed escrow and insurance charges ; and 2. Provide written confirmation that these charges have been removed from my account and that no adverse credit reporting will occur as a result of my disputing them.\n\nIt is my belief that this conduct may represent a broader pattern by Shellpoint/NewRez to improperly extract additional funds from borrowers, particularly those with lower-rate mortgages ( mine is 4.375 % ).\n\nThank you for your attention and assistance in this matter.\n\nWith appreciation,","date_sent_to_company":"2025-10-30T18:34:08.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"011XX","tags":"Older American","has_narrative":true,"complaint_id":"16921504","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-10-30T18:12:05.000Z","state":"MA","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":["XXXX XXXX Washington , DC XXXX Subject : Request for Assistance <em>Improper</em> <em>Mortgage</em> Charges by NewRez <em>Mortgage</em> / Shellpoint <em>Mortgage</em> Dear Sir or Madam, I am writing to request the assistance of <em>your</em> office regarding <em>improper</em> and possibly predatory actions by NewRez <em>Mortgage</em>, an affiliate of Shellpoint <em>Mortgage</em>, which currently holds my <em>mortgage</em>. I am XXXX XXXX XXXX, and I believe the companys recent actions may represent targeted or unfair treatment of senior citizens."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[15.900563,"16921504"]},{"_index":"complaint-public-v1","_id":"8005359","_score":13.866824,"_source":{"product":"Mortgage","complaint_what_happened":"I am writing to lodge a formal complaint against Shellpoint Mortgage Servicing for its alarming and unfair practices during the COVID-19 forbearance period, as well as its improper foreclosure filing. This situation has placed an undue burden on me, and I believe Shellpoint Mortgage Servicing has violated key regulations set forth by your agency. \n\nDuring the COVID-19 forbearance, I entered into an agreement with Shellpoint Mortgage Servicing to temporarily pause my mortgage payments due to pandemic-related financial challenges. Despite my willingness and ability to make payments, I encountered significant barriers intentionally set by Shellpoint Mortgage Servicing. Specifically, the company has a practice of not allowing online payments, a crucial method that many homeowners rely on. Moreover, Shellpoint Mortgage Servicing failed to proactively provide viable options for making payments or communicate the end of the forbearance period. \n\nIn my attempts to address these issues, I communicated both in writing and over the phone with Shellpoint Mortgage Servicing, explicitly stating my challenges with making online payments. Unfortunately, Shellpoint Mortgage Servicing did not take appropriate steps to accommodate my needs or provide any alternative solutions nor the necessary information to avoid potential negative consequences. \n\nTo my dismay, I discovered that Shellpoint Mortgage Servicing improperly reported my account as past due and initiated foreclosure proceedings against my property. This unjust action has not only damaged my credit but has added an unnecessary burden on homeowners like myself who are fully capable and willing to make payments but face intentional barriers set by the lender.\n\nI am formally requesting that the Consumer Financial Protection Bureau thoroughly review this matter and take decisive action to ensure Shellpoint Mortgage Servicing complies with your agency 's guidelines. This practice not only jeopardizes the financial well-being of homeowners but also goes against the spirit of the protections put in place during the COVID-19 pandemic.\n\nEnclosed with this complaint, you will find relevant documentation, including records of communication with Shellpoint Mortgage Servicing, foreclosure notices, and any other pertinent information that may assist in your investigation. \n\nI implore the Consumer Financial Protection Bureau to intervene and address these unjust practices promptly. Your attention to this matter is crucial in protecting the rights and financial stability of homeowners facing challenges during these unprecedented times.","date_sent_to_company":"2023-12-14T18:07:56.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"76107","tags":null,"has_narrative":true,"complaint_id":"8005359","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2023-12-14T17:26:28.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["Unfortunately, Shellpoint <em>Mortgage</em> Servicing did not take appropriate steps to accommodate my needs or provide any alternative solutions nor the necessary information to avoid potential negative consequences. \n\nTo my dismay, I discovered that Shellpoint <em>Mortgage</em> Servicing <em>improperly</em> <em>reported</em> my account as past due and initiated foreclosure proceedings against my property."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[13.866824,"8005359"]},{"_index":"complaint-public-v1","_id":"2191992","_score":13.691138,"_source":{"product":"Credit reporting","complaint_what_happened":"To whom it may concern : I submitted a complaint to all XXXX credit bureaus in regards to damages on my credit report caused by improper and negligent reporting by multiple mortgage servicers/debt collectors over the years. I received a reply only from XXXX and that reply was not satisfactory and did not completely straighten out my credit report. \nI have attached my follow up letter to Equifax for your reference, as well as my lawyer 's XXXX Demand Letter to all mortgage servicers involved in erroneous credit reporting on my credit. \n\nThank you, XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX","date_sent_to_company":"2016-11-02T15:44:54.000Z","issue":"Incorrect information on credit report","sub_product":null,"zip_code":"01960","tags":null,"has_narrative":true,"complaint_id":"2191992","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2016-11-02T15:44:53.000Z","state":"MA","company_public_response":null,"sub_issue":"Account status"},"highlight":{"complaint_what_happened":["To whom it may concern : I submitted a complaint to all XXXX credit bureaus in regards to damages on my credit <em>report</em> caused by <em>improper</em> and negligent <em>reporting</em> by multiple <em>mortgage</em> servicers/debt collectors over the years. I received a reply only from XXXX and that reply was not satisfactory and did not completely straighten out my credit <em>report</em>."],"issue":["Incorrect information on credit <em>report</em>"]},"sort":[13.691138,"2191992"]},{"_index":"complaint-public-v1","_id":"2191317","_score":13.691138,"_source":{"product":"Credit reporting","complaint_what_happened":"To whom it may concern : I submitted a complaint to all three credit bureaus in regards to damages on my credit report caused by improper and negligent reporting by multiple mortgage servicers/debt collectors over the years. I received a reply only from XXXX and that reply was not satisfactory and did not completely straighten out my credit report. \n\nI have attached my follow up letter to TransUnion for your reference, as well as my lawyer 's XXXX Demand Letter to all mortgage servicers involved in erroneous credit reporting on my credit. \n\nThank you, XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX","date_sent_to_company":"2016-11-02T15:47:56.000Z","issue":"Incorrect information on credit report","sub_product":null,"zip_code":"01960","tags":null,"has_narrative":true,"complaint_id":"2191317","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2016-11-02T15:47:56.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status"},"highlight":{"complaint_what_happened":["To whom it may concern : I submitted a complaint to all three credit bureaus in regards to damages on my credit <em>report</em> caused by <em>improper</em> and negligent <em>reporting</em> by multiple <em>mortgage</em> servicers/debt collectors over the years. I received a reply only from XXXX and that reply was not satisfactory and did not completely straighten out my credit <em>report</em>."],"issue":["Incorrect information on credit <em>report</em>"]},"sort":[13.691138,"2191317"]},{"_index":"complaint-public-v1","_id":"4560548","_score":13.651496,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have submitted a complaint against Citizens One Home Loans for improper management of my Mortgage Account and my Mortgage Balance that is paid on time all the time. Now Citizens One is messing with our excellent Credit History on both my wife 's credit report and my excellent credit reports. Citizen One Home Loans is saying I am late with my Mortgage Payment. In close to 30 years of owning a mortgage I have never ever been treated like this by a mortgage company. They are now affecting our lively hoods with their false statements and lies. I have a bank history of payments that are paid religiously on time, every time the mortgage payment is due. Now Citizens One Home Loans has improperly lied and reported my wife and myself for their own accounting issues and their mistakes which is costing me time & money. \n\nI have reported them to you for their unfair documentation and their false monthly statements. I can prove to you with my banks history of my payments that I do not owe anything past due. I need your help to hold Citizens One accountable for their accounting mistakes and their false statements. I can't afford an attorney right now to sue them for damages as this is my work slow season right now. I have a bank payment history to prove they are the liable party here. Please help me save my wife 's and my our excellent credit history from being destroyed by this horrible mortgage lending company. Please \" Do Not '' let them get away with their bad customer service and their illegal accounting practices. They need to be held accountable for their illegal actions.","date_sent_to_company":"2021-07-20T12:31:50.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"339XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4560548","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2021-07-20T11:59:52.000Z","state":"FL","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I have submitted a complaint against Citizens One Home Loans for <em>improper</em> management of my <em>Mortgage</em> Account and my <em>Mortgage</em> Balance that is paid on time all the time. Now Citizens One is messing with our excellent Credit History on both my wife 's credit <em>report</em> and my excellent credit <em>reports</em>. Citizen One Home Loans is saying I am late with my <em>Mortgage</em> Payment. In close to 30 years of owning a <em>mortgage</em> I have never ever been treated like this by a <em>mortgage</em> company."],"sub_issue":["Their investigation did not fix an error on <em>your</em> <em>report</em>"]},"sort":[13.651496,"4560548"]},{"_index":"complaint-public-v1","_id":"2191039","_score":13.527734,"_source":{"product":"Credit reporting","complaint_what_happened":"XXXX XXXX, 2016 To whom it may concern : I submitted a complaint to all three credit bureaus in regards to damages on my credit report caused by improper and negligent reporting by multiple mortgage servicers/debt collectors over the years. I received a reply only from XXXX and that reply was not satisfactory and did not completely straighten out my credit report. \nI have attached my follow up letter to TransUnion for your reference, as well as my lawyer 's XXXX Demand Letter to all mortgage servicers involved in erroneous credit reporting on my credit. \n\nThank you, XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX","date_sent_to_company":"2016-11-02T15:27:57.000Z","issue":"Incorrect information on credit report","sub_product":null,"zip_code":"01960","tags":null,"has_narrative":true,"complaint_id":"2191039","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2016-11-02T15:27:57.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status"},"highlight":{"complaint_what_happened":["XXXX XXXX, 2016 To whom it may concern : I submitted a complaint to all three credit bureaus in regards to damages on my credit <em>report</em> caused by <em>improper</em> and negligent <em>reporting</em> by multiple <em>mortgage</em> servicers/debt collectors over the years. I received a reply only from XXXX and that reply was not satisfactory and did not completely straighten out my credit <em>report</em>."],"issue":["Incorrect information on credit <em>report</em>"]},"sort":[13.527734,"2191039"]},{"_index":"complaint-public-v1","_id":"2191958","_score":13.227613,"_source":{"product":"Credit reporting","complaint_what_happened":"XXXX XXXX, 2016 TO : Consumer Financial Protection Bureau - on line complaint To whom it may concern : I submitted a complaint to all XXXX credit bureaus in regards to damages on my credit report caused by improper and negligent reporting by multiple mortgage servicers/debt collectors over the years. I received a reply only from XXXX and that reply was not satisfactory and did not completely straighten out my credit report. \n\nI have attached my follow up letter to Equifax for your reference, as well as my lawyer 's XXXX Demand Letter to all mortgage servicers involved in erroneous credit reporting on my credit. \n\nThank you, XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX","date_sent_to_company":"2016-11-02T15:22:12.000Z","issue":"Incorrect information on credit report","sub_product":null,"zip_code":"01960","tags":null,"has_narrative":true,"complaint_id":"2191958","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2016-11-02T15:22:11.000Z","state":"MA","company_public_response":null,"sub_issue":"Account status"},"highlight":{"complaint_what_happened":["I have attached my follow up letter to Equifax for <em>your</em> reference, as well as my lawyer 's XXXX Demand Letter to all <em>mortgage</em> servicers involved in erroneous credit <em>reporting</em> on my credit. \n\nThank you, XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX"],"issue":["Incorrect information on credit <em>report</em>"]},"sort":[13.227613,"2191958"]},{"_index":"complaint-public-v1","_id":"19360210","_score":13.160347,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Dc XXXX XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX  XXXX DC XXXX Subject : Complaint Regarding Improper Collection and Foreclosure Threats on a Zombie Second Mortgage To Whom It May Concern, I am submitting this complaint regarding a second mortgage loan that has recently resurfaced after many years of inactivity. The creditor or debt collector is attempting to collect on what appears to be a timebarred, dormant, or previously resolved second mortgage, commonly referred to as a zombie mortgage. Their actions raise serious concerns under the Fair Debt Collection Practices Act ( FDCPA ), the Real Estate Settlement Procedures Act ( RESPA ), and CFPB guidance issued in XXXX regarding timebarred mortgage debt. \nBackground The alleged second mortgage or HELOC was originated on or around : XXXX The loan has been dormant for approximately XXXX  years. \nI received no statements, notices, or communication from the creditor or servicer during this period. \nI believed the loan was resolved during modification. \nOn XXXX XXXX, I was contacted by PHH Mortgage services, demanding payment of the full balance plus accumulated interest and fees. \nThey have threatened foreclosure / initiated foreclosure / reported negative information/ refused to validate the debt. \nConcerns The creditors actions appear to violate federal law and CFPB guidance, including : Attempting to collect or threaten foreclosure on a timebarred mortgage debt, which the CFPB has stated may violate the FDCPA. \nFailing to provide required validation and documentation upon request. \nFailing to provide accurate and timely servicing information, as required under RESPA. \nAttempting to collect amounts that may not be legally owed.\n\nRequested Action I respectfully request that the CFPB : XXXX. Investigate the creditors attempts to collect on this dormant second mortgage. \nXXXX. Determine whether the debt is legally enforceable or timebarred under applicable state law. \nXXXX Review whether the creditors conduct violates the FDCPA, RESPA, or CFPB regulations. \nXXXX. Require the creditor to cease collection and correct any improper reporting or foreclosure activity. \nSupporting Documentation I am prepared to provide copies of : The collection letters or foreclosure notices My loan modification documents or bankruptcy discharge Payment history or servicer communications Any other relevant records Please advise if additional information is needed. \n\nThank you for your attention to this matter. I look forward to your review and assistance. \n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2026-02-09T18:51:50.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"20010","tags":"Older American","has_narrative":true,"complaint_id":"19360210","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2026-02-09T18:44:15.000Z","state":"DC","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["Thank you for <em>your</em> attention to this matter. I look forward to <em>your</em> review and assistance. \n\nSincerely, XXXX XXXX XXXX"],"product":["<em>Mortgage</em>"],"sub_issue":["Trying to communicate with the company to fix an issue while managing or servicing <em>your</em> loan"]},"sort":[13.160347,"19360210"]},{"_index":"complaint-public-v1","_id":"3689563","_score":13.128568,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX  XXXX has been falsely reporting Mrs. XXXX XXXX   mortgage as delinquent by utilizing an improper loan which does not exist. Therefore, the false credit reporting should have never occurred. On XX/XX/2019 XXXX XXXX XXXXXXXX XXXX XXXXXXXX sent Mrs. XXXX a letter stating they reported account status information to the consumer reporting agencies when reporting should have stopper ; We've notified the consumer reporting agencies and have asked them to update your credit report.","date_sent_to_company":"2020-06-09T04:44:24.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"194XX","tags":null,"has_narrative":true,"complaint_id":"3689563","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RUSHMORE LOAN MANAGEMENT SERVICES LLC","date_received":"2020-06-09T00:44:21.000Z","state":"PA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["XXXX XXXX XXXX XXXX  XXXX has been falsely <em>reporting</em> Mrs. XXXX XXXX   <em>mortgage</em> as delinquent by utilizing an <em>improper</em> loan which does not exist. Therefore, the false credit <em>reporting</em> should have never occurred. On XX/XX/2019 XXXX XXXX XXXXXXXX XXXX XXXXXXXX sent Mrs. XXXX a letter stating they <em>reported</em> account status information to the consumer <em>reporting</em> agencies when <em>reporting</em> should have stopper ; We've notified the consumer <em>reporting</em> agencies and have asked them to update <em>your</em> credit <em>report</em>."],"issue":["Incorrect information on <em>your</em> <em>report</em>"]},"sort":[13.128568,"3689563"]},{"_index":"complaint-public-v1","_id":"3689555","_score":13.125174,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX has been falsely reporting Mrs. XXXX 's mortgage as delinquent by utilizing an improper loan which does not exist. Therefore, the false credit reporting should have never occurred. On XX/XX/2019 XXXX XXXX XXXX XXXX XXXX sent Mrs. XXXX a letter stating they reported account status information to the consumer reporting agencies when reporting should have stopper ; We've notified the consumer reporting agencies and have asked them to update your credit report.","date_sent_to_company":"2020-06-30T12:07:37.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"194XX","tags":null,"has_narrative":true,"complaint_id":"3689555","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RUSHMORE LOAN MANAGEMENT SERVICES LLC","date_received":"2020-06-08T23:49:09.000Z","state":"PA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["XXXX XXXX XXXX XXXX XXXX has been falsely <em>reporting</em> Mrs. XXXX 's <em>mortgage</em> as delinquent by utilizing an <em>improper</em> loan which does not exist. Therefore, the false credit <em>reporting</em> should have never occurred. On XX/XX/2019 XXXX XXXX XXXX XXXX XXXX sent Mrs. XXXX a letter stating they <em>reported</em> account status information to the consumer <em>reporting</em> agencies when <em>reporting</em> should have stopper ; We've notified the consumer <em>reporting</em> agencies and have asked them to update <em>your</em> credit <em>report</em>."],"issue":["Incorrect information on <em>your</em> <em>report</em>"]},"sort":[13.125174,"3689555"]},{"_index":"complaint-public-v1","_id":"5892641","_score":13.061662,"_source":{"product":"Mortgage","complaint_what_happened":"1. My mortgage paid out two Homeowners policies on the same day. They stated Nationwide did not meet coverage and denied the policy but then paid Nationwide the same day as XXXX ( policy coverage accepted them ) OUT OF MY ESCROW ACCOUNT. \n\n2. Nationwide stated they sent MY MORTGAGE COMPANY a reimbursement check last week. Why isnt it posted to my account? {$1000.00} 3. My coverage with XXXX was effective 7/22. Why was I only reimburse partially for THE FIRE COVERAGE MY MORTGAGE COMPANY ACQUIRED?\n\n4. April 2021 WAS NOT A LATE PAYMENT. MY MORTGAGE COMPANY applied it IMPROPERLY. WhenTHEY FINALLY corrected it, they stated they could not change the date they post it in the computer but they would NOT report to the credit bureaus due to THEIR ERROR. Its all noted on my account and I have copies. I have disputed this with my credit report several times and they keep denying the correction.\n\n5. THEY have the balance on my account on my credit report as 25k, when in fact its 17K. I have disputed this with my credit report several times and they keep denying the correction.\n\n6. All late payments this year was due to YOUR COMPANY WORKING WITH XXXX XXXX XXXXXXXX XXXX XXXX, which has paid them over XXXX XXXX. I have a SEVERAL letters from you all stating the follow : If your correspondence is related to a payment application please be advised that XXXX will suspend adverse reporting on your loan for 60 days from the date of receipt. \nAGAIN, I have disputed this with my credit report several times and you all keep denying the correction. \n\n7. Why is my account being charged a $ 20 monthly fee when XXXX is paying my current payments? What is the {$20.00} charge for? My mortgage company states inspection. Why are they inspecting my property monthly. \n\nI have tried with XXXX for ANY DECENT CUSTOMER SERVICE. THEY HAVE EFFECTED MY LIFE AND CREDIT TO THE POINT OF A LAWSUIT NEEDED. \n\nI Made MANY credit bureau disputes and even called them all MANY TIMES to discuss. Per phone calls, they are correcting it. Per disputes thru XXXX and XXXX, they deny the dispute. \n\nI would appreciate answers and properly handling of my account. ** PLEASE NOTE THERE IS A CURRENT CLASS ACTION LAWSUIT AGAINST XXXX FOR SENDING IMPROPER DEFAULT/ACCELERATION/FORECLOSURE STATEMENTS.","date_sent_to_company":"2022-08-18T22:29:08.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"28227","tags":null,"has_narrative":true,"complaint_id":"5892641","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2022-08-18T22:08:28.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["MY <em>MORTGAGE</em> COMPANY applied it <em>IMPROPERLY</em>. WhenTHEY FINALLY corrected it, they stated they could not change the date they post it in the computer but they would NOT <em>report</em> to the credit bureaus due to THEIR ERROR. Its all noted on my account and I have copies. I have disputed this with my credit <em>report</em> several times and they keep denying the correction.\n\n5. THEY have the balance on my account on my credit <em>report</em> as 25k, when in fact its 17K."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[13.061662,"5892641"]},{"_index":"complaint-public-v1","_id":"9636016","_score":12.988508,"_source":{"product":"Mortgage","complaint_what_happened":"I am writing to report significant mortgage fraud identified through a forensic audit of my home mortgage. The audit revealed that my mortgage note was improperly securitized and sold to investors, resulting in the unlawful separation of the note and deed of trust. This separation has created legal uncertainties and potential fraud, making it unclear who has the legal standing to enforce the loan and initiate foreclosure. The audit also uncovered that the mortgage note was turned into a security without proper documentation and transparency, violating multiple federal and state laws, including the Truth in Lending Act ( TILA ), Real Estate Settlement Procedures Act ( RESPA ), and relevant provisions under the Uniform Commercial Code ( UCC ). \n\nI request your immediate investigation into these fraudulent practices, which have jeopardized my financial stability and legal rights as a homeowner. The actions of the involved parties, including the lender, servicer, and securitization entities, have likely violated regulations set forth by the Consumer Financial Protection Bureau ( CFPB ), Office of the Comptroller of the Currency ( OCC ), and state-specific laws. I seek restitution for the financial harm caused and enforcement of legal penalties against the responsible parties to prevent further abuse of the mortgage securitization process. Thank you for your prompt attention to this matter.","date_sent_to_company":"2024-07-28T23:23:57.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"10550","tags":null,"has_narrative":true,"complaint_id":"9636016","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2024-07-28T22:43:00.000Z","state":"NY","company_public_response":null,"sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["I am writing to <em>report</em> significant <em>mortgage</em> fraud identified through a forensic audit of my home <em>mortgage</em>. The audit revealed that my <em>mortgage</em> note was <em>improperly</em> securitized and sold to investors, resulting in the unlawful separation of the note and deed of trust. This separation has created legal uncertainties and potential fraud, making it unclear who has the legal standing to enforce the loan and initiate foreclosure."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.988508,"9636016"]},{"_index":"complaint-public-v1","_id":"14896929","_score":12.806017,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern, I am writing to formally request a thorough investigation into the practices of Select Portfolio Servicing ( SPS ) regarding my mortgage account. Over an extended period, I have encountered multiple irregularities and abusive practices that appear fraudulent and financially harmful. These concerns include, but are not limited to, the following : Failure to Post Monthly Payments Properly : Despite submitting timely monthly payments, SPS has repeatedly failed to credit these payments to my account. I have retained copies of bank statements and photographic evidence confirming that payments were made and received. I have 2 recorded conference phone calls between me, my bank account representative, and the SPS customer services representative.\n\nUnexplained Increase in Loan Amount : My loan balance has inexplicably increased over time, despite making regular payments and applying additional principal payments of more than {$14000.00} within XXXX months. SPS has not provided a clear accounting or explanation for these increases, raising serious concerns of improper loan servicing. \nThreats of Collections Despite Timely Payments : I have received communications threatening to refer my account to collections. These threats are distressing, unfounded, and appear coercive, even more for a person with an XXXX XXXX XXXX. \nImproper Late Fees and Charges : SPS has assessed multiple late fees and penalties despite documented evidence that the payments were not late. These charges are unjustified and constitute financial harm to the borrower.\n\nPattern of Consumer Complaints Online : Numerous complaints from other consumers have been posted online, reporting similar misconduct by SPS, including mishandling of payments, improper fees, and abusive collection practices. This pattern suggests systemic issues that warrant federal review and investigation.\n\nI respectfully request your agency to : Initiate a formal investigation into SPSs servicing practices.\n\nRequire SPS to provide a full accounting of my loan history, including payment applications, fee assessments, and balance calculations.\n\nReview whether these actions violate federal lending and consumer protection laws.\n\nProvide guidance on remediation of improper charges and prevention of further harm.\n\nI am prepared to submit detailed documentation, including monthly statements, payment confirmations, and photographs, to support these claims. Please advise on the best way to provide this evidence to support your investigation.\n\nThank you for your immediate attention to this matter and for protecting consumers from predatory and fraudulent mortgage servicing practices.","date_sent_to_company":"2025-07-26T11:38:34.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33134","tags":null,"has_narrative":true,"complaint_id":"14896929","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2025-07-26T11:29:09.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["Please advise on the best way to provide this evidence to support <em>your</em> investigation.\n\nThank you for <em>your</em> immediate attention to this matter and for protecting consumers from predatory and fraudulent <em>mortgage</em> servicing practices."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.806017,"14896929"]},{"_index":"complaint-public-v1","_id":"18279673","_score":12.76486,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"To the Consumer Financial Protection Bureau, I am submitting this complaint against my mortgage servicer for improper credit reporting during a federally protected mortgage forbearance period. Company : freedom mortgage Account Number : xxxx. My mortgage was placed into an approved forbearance due to financial hardship. Despite this, the servicer reported late payments to the credit bureaus during the forbearance period. The loan was later modified, resolving any alleged delinquency. Reporting late payments during an approved forbearance is inconsistent with the CARES Act and constitutes inaccurate credit reporting under the Fair Credit Reporting Act. I have disputed this information with the credit bureaus ; however, the servicer has failed to correct or remove the inaccurate late payment history. Resolution Requested : - Removal of all late payment notations reported during the forbearance period - Correction of the account to reflect compliant and accurate reporting - Written confirmation of the correction This inaccurate reporting has caused significant harm to my credit profile and continues to impact my ability to obtain fair credit terms. Thank you for your assistance in resolving this matter. Sincerely, XXXX XXXX","date_sent_to_company":"2025-12-25T04:36:22.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"77357","tags":"Servicemember","has_narrative":true,"complaint_id":"18279673","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2025-12-25T04:24:48.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["To the Consumer Financial Protection Bureau, I am submitting this complaint against my <em>mortgage</em> servicer for <em>improper</em> credit <em>reporting</em> during a federally protected <em>mortgage</em> forbearance period. Company : freedom <em>mortgage</em> Account Number : xxxx. My <em>mortgage</em> was placed into an approved forbearance due to financial hardship. Despite this, the servicer <em>reported</em> late payments to the credit bureaus during the forbearance period. The loan was later modified, resolving any alleged delinquency."],"issue":["Incorrect information on <em>your</em> <em>report</em>"],"company":["Freedom <em>Mortgage</em> Company"]},"sort":[12.76486,"18279673"]},{"_index":"complaint-public-v1","_id":"17752040","_score":12.666037,"_source":{"product":"Mortgage","complaint_what_happened":"Please treat this submission as a separate XXXX  and independent claim, not a duplicate of the prior CFPB complaint. \n\nSelene Finance is required to provide a complete copy of my original mortgage loan contract, including the full promissory note and security instrument from closing. \n\nSelene Finance must also provide a complete copy of any mortgage note they claim designates this loan as conventional, including : The full signed note My wet signature All pages, riders, and disclosures The date and time the alleged loan-type change occurred I am requesting this because no refinance was ever completed and I never signed any document authorizing a conversion from FHA to conventional. Any document showing a conventional loan must therefore be investigated for forgery, alteration, or unauthorized modification. \n\nAll mortgage companies involved XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and Selene XXXX  ) have already been issued formal XXXX letters requiring them to provide this information and to document when and how this loan was allegedly switched to conventional without my consent. \n\nThis CFPB claim seeks enforcement of those requests and investigation into the loan-type misclassification and possible document irregularities. \nPlaintiff incorporates the following statement as the factual foundation for all legal claims asserted herein : I Demond that Selene finance cease and desist with in forcing their illegal pending fourcluse that was done illegally and not based on fha guideline Selene finance will be ask in court to present the original mortgage note that must prove my wet signature not a copy because a copy can easily be tampered with that mortgage note must show proof that it is a conventional loan and not a fha like their claiming it is I have my full closing document with my wet signature proof that this loan was originate as on fha and no reference was taken please are any type of agreement to convert my loan to conventional loan, you have also recently denied me for a loan modification base of private investor guid line on fha a loan Can not be held under a private investor this is a violation, XXXX also done on loan modification in the past that was base off on conventional loan which raises my interest rate from 3.7 % to 8 % this is not required under on fha XXXX XXXX demanding that you re convert my loan back to the original loan because you done it illegal and did not fallow the fha guideline outline in my promisery note mortgage died XXXX also disputing the amount you claim owed because your incurate illegal 8 % rate increase my monthly pay XXXX $ there fore it accrue extra charges. This statement is incorporated as factual allegations supporting Plaintiffs claims for statutory damages, emotional distress, wrongful foreclosure, and injunctive relief. \nMy original loan documentsincluding the mortgage note, the promissory note that Selene Finance is currently operating under, and all recorded loan agreementsconfirm that my mortgage originated as an FHA-insured loan governed under FHA guidelines XXXX I have never refinanced, never authorized, and never signed any agreement converting this FHA loan into a conventional loan. This XXXX  is submitted to dispute multiple servicing errors, improper loan classification issues, inaccurate reporting, and unauthorized modification activity. \n\nAn FHA-insured loan can not be terminated, converted, or reclassified as a conventional loan unless the FHA loan is fully paid off through a refinance or the borrower signs a clear, explicit agreement consenting to the conversion. I never refinanced, never authorized any conversion, and never signed any document converting my FHA loan into a conventional loan.\n\nAny attempt to change the loan type without those required steps is unauthorized, improper, and constitutes a servicing error, a breach of contract, and a violation of HUD/FHA servicing requirements.\n\nSelene Finance, You have all the evidence in your possession confirming that this account was illegally and improperly switched from an FHA-insured loan to a conventional loan without my knowledge, consent, or any valid FHA termination XXXX \n\nYou also have my signed FHA loan documents on record, which clearly contradict the loan type you are currently operating under. Your servicing records, modification files, and the original note all prove that you are servicing an FHA loan as if it were conventional and placing it under a private investor, which is a serious servicing violation. \n\nI am demanding that Selene Finance immediately review all evidence I have provided, along with all documents already in your own file, which show that this loan remains an original FHA loan and was never converted, refinanced, or legally reclassified as conventional. \n\nAt this point, I am willing to resolve this matter outside of court if Selene Finance corrects the servicing errors and acknowledges the improper loan classification. \nIf not, I am fully prepared to proceed with formal legal action and pursue all remedies available under Federal and State law. \n\nPlease conduct your full review and respond promptly. \n\nPlease see attached for further details","date_sent_to_company":"2025-12-04T14:24:54.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"34747","tags":null,"has_narrative":true,"complaint_id":"17752040","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2025-12-04T14:02:54.000Z","state":"FL","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["This XXXX  is submitted to dispute multiple servicing errors, <em>improper</em> loan classification issues, inaccurate <em>reporting</em>, and unauthorized modification activity. \n\nAn FHA-insured loan can not be terminated, converted, or reclassified as a conventional loan unless the FHA loan is fully paid off through a refinance or the borrower signs a clear, explicit agreement consenting to the conversion."],"product":["<em>Mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["Trying to communicate with the company to fix an issue while managing or servicing <em>your</em> loan"]},"sort":[12.666037,"17752040"]},{"_index":"complaint-public-v1","_id":"6561752","_score":12.653184,"_source":{"product":"Mortgage","complaint_what_happened":"Unfair practice, improper handling of my mortgage loan assistance, accounting error on total income my husband and I reported on application caught their error after approving a trial modification they denied. XXXX XXXX transferred our loan to Selene on XXXX of XXXX my documents had not been received by Selene on XXXX of XXXX. Selene collections of Forbearance plan approved by XXXX XXXX sending default letters Selene didnt know I had a forbearance approval. After this the night mare started and I have complained to your Bureau. Please see attached letter to Selene Finance dated XX/XX/XXXX. This situation is making us sick. Thank you for your help!!","date_sent_to_company":"2023-02-13T03:04:47.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"33145","tags":"Older American","has_narrative":true,"complaint_id":"6561752","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2023-02-13T02:45:27.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Unfair practice, <em>improper</em> handling of my <em>mortgage</em> loan assistance, accounting error on total income my husband and I <em>reported</em> on application caught their error after approving a trial modification they denied. XXXX XXXX transferred our loan to Selene on XXXX of XXXX my documents had not been received by Selene on XXXX of XXXX. Selene collections of Forbearance plan approved by XXXX XXXX sending default letters Selene didnt know I had a forbearance approval."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.653184,"6561752"]},{"_index":"complaint-public-v1","_id":"15017726","_score":12.595664,"_source":{"product":"Mortgage","complaint_what_happened":"Subject : Request for Review and Settlement in Light of CFPB Action Against Wells Fargo To Whom It May Concern, I am writing to formally request that the Consumer Financial Protection Bureau ( CFPB ) review my case involving Wells Fargo Bank, N.A., in light of the XX/XX/year> consent order issued by your agency. My experience appears to fall directly within the scope of the CFPBs findings regarding Wells Fargos unlawful mortgage servicing practices. \nAs documented in the CFPBs action, Wells Fargo engaged in unfair and abusive conduct by improperly denying mortgage loan modifications and miscalculating fees and other charges. These actions resulted in wrongful foreclosures and significant harm to borrowers, including loss of homes. My case involved a similar denial of a mortgage loan modification by Wells Fargo under circumstances that I believe were unjust and, based on the findings of your investigation, may have violated the Consumer Financial Protection Acts prohibitions on unfair, deceptive, or abusive acts or practices ( UDAAPs ). \nAccording to reports, including coverage by XXXX XXXX XXXX XXXXXXXX, the CFPB required Wells Fargo to pay {$3.00} XXXX in penalties and restitution due to misconduct across mortgage servicing, auto lending, and deposit accounts. Thousands of borrowers were affected by wrongful mortgage decisions, some of whom, like myself, suffered foreclosure and long-term financial and emotional harm. \nI respectfully urge the CFPB to re-examine my case under the consent orders framework and to consider my eligibility for redress. I believe a settlement is warranted, given that my experience mirrors the patterns of misconduct identified in your findings. \nI have included relevant documentation regarding my mortgage history with Wells Fargo and details of the denied loan modification for your reference. Please let me know if additional information is required to facilitate a review of my case. \nThank you for your time and for your continued efforts to hold financial institutions accountable.","date_sent_to_company":"2025-08-03T14:35:14.000Z","issue":"Struggling to pay mortgage","sub_product":"Reverse mortgage","zip_code":"76119","tags":null,"has_narrative":true,"complaint_id":"15017726","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-08-03T14:24:52.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["As documented in the CFPBs action, Wells Fargo engaged in unfair and abusive conduct by <em>improperly</em> denying <em>mortgage</em> loan modifications and miscalculating fees and other charges. These actions resulted in wrongful foreclosures and significant harm to borrowers, including loss of homes."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Reverse <em>mortgage</em>"]},"sort":[12.595664,"15017726"]},{"_index":"complaint-public-v1","_id":"11449790","_score":12.577484,"_source":{"product":"Mortgage","complaint_what_happened":"I am writing to file a formal complaint against Cross Country Mortgage for violating my rights under the Servicemembers Civil Relief Act ( SCRA ) by reporting late payments on my mortgage while I was on XXXX XXXX. Despite notifying the mortgage company of my military service and providing the necessary documentation, my calls and correspondence were ignored, and they continued to report late payments to the three major credit bureaus ( XXXX, XXXX, and XXXX ). \n\nDetails of the Complaint : Protection Under SCRA : The SCRA ( 50 U.S.C. 3937 ) provides active-duty servicemembers with financial protections, including provisions to avoid penalties for late payments on certain financial obligations, such as mortgages. I notified Cross Country Mortgage of my XXXX  status and submitted all required documentation to invoke my rights under this law. However, the company failed to honor these protections. \n\nImproper Credit Reporting : Cross Country Mortgage reported late payments on my mortgage to the credit bureaus, despite being informed of my XXXX  status. This action violates the FCRA ( 15 U.S.C. 1681c-2 ), which requires accurate and fair reporting of credit information, especially when federal protections like the SCRA are in place. \n\nIgnored Communications : I made multiple attempts to resolve this issue directly with Cross Country Mortgage, including phone calls, emails, and submission of supporting documents. My efforts were disregarded, leaving me with no choice but to file this complaint. \n\nHarm Caused : The improper reporting of late payments has negatively impacted my credit score and financial standing, causing significant stress and hindering my ability to secure credit and other financial opportunities. \n\nRelief Requested : I request the immediate removal of all late payments reported during my active-duty service from my credit reports with the three major credit bureaus. \n\nI request that Cross Country Mortgage provide a written explanation and acknowledgment of their failure to comply with the SCRA and their commitment to ensuring compliance in the future. \n\nI request that the CFPB investigate this matter and take appropriate action to ensure Cross Country Mortgage adheres to federal laws protecting servicemembers. \n\nProposed Resolution : To address this issue, Cross Country Mortgage must fulfill its obligations under the SCRA and the FCRA by promptly removing all late payment records from my credit reports. Failure to comply will leave me with no alternative but to explore further legal options to safeguard my rights. \n\n\n\nThank you for your immediate attention to this matter.","date_sent_to_company":"2025-01-09T23:20:54.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"330XX","tags":"Servicemember","has_narrative":true,"complaint_id":"11449790","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CrossCountry Mortgage LLC","date_received":"2025-01-09T22:57:40.000Z","state":"FL","company_public_response":null,"sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["<em>Improper</em> Credit <em>Reporting</em> : Cross Country <em>Mortgage</em> <em>reported</em> late payments on my <em>mortgage</em> to the credit bureaus, despite being informed of my XXXX  status. This action violates the FCRA ( 15 U.S.C. 1681c-2 ), which requires accurate and fair <em>reporting</em> of credit information, especially when federal protections like the SCRA are in place."],"product":["<em>Mortgage</em>"],"company":["CrossCountry <em>Mortgage</em> LLC"],"sub_product":["VA <em>mortgage</em>"]},"sort":[12.577484,"11449790"]},{"_index":"complaint-public-v1","_id":"15791120","_score":12.567857,"_source":{"product":"Mortgage","complaint_what_happened":"Date : XX/XX/XXXXXXXX  Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX D.CXXXX XXXX Subject : Formal Complaint Mortgage Overcharges and Falsified Documentation To Whom It May Concern, I am submitting this complaint regarding my mortgage account, which has been mishandled since I signed on XX/XX/XXXX. My mortgage company has overcharged me by nearly {$20000.00} and repeatedly reported false information, causing severe financial and personal harm. \n\nSpecifically, I am disputing an overcharge of {>= $1,000,000} for insurance coverage that was never in place on my property and request a full refund of all overcharges. Additionally, the mortgage company has : * Charged property taxes before I moved in, creating the false impression that I was behind on escrow. \n* Applied improper charges and unexplained increases, including the {>= $1,000,000} discrepancy. \n* Harassed me with repeated foreclosure threats despite timely payments. \n* Falsely reported a mortgage modification, later admitted as their paperwork error. \n* Forced foreclosure in XXXX and bankruptcy in XXXX, which I paid in full in XXXX. \n* Mismanaged escrow and insurance, failing to provide proof of coverage or issue refunds from XXXX. \n* Reported false information to credit bureaus, severely damaging my credit. \n\nThese practices have caused significant financial losses and personal hardship, including health issues and family strain. I have repeatedly requested documentation, account audits, and proof of insurance, but the mortgage company has failed to provide accurate records.\n\nI respectfully request that the CFPB : 1. Conduct a full investigation into my mortgage companys practices.\n\n2. Require them to provide a complete and accurate accounting of my loan, escrow, and insurance records.\n\n3. Order reimbursement for overcharges and improperly applied funds.\n\n4. Ensure corrections are made to my credit reports.\n\nAccording to their records, the insurance policy did not start until XX/XX/XXXX. I request clarification and documentation for insurance payments between XX/XX/XXXX, and XX/XX/XXXX, when my previous policy with XXXX should have been active, as this XXXX remains unaccounted for. \n\nThank you for your immediate attention to this matter.","date_sent_to_company":"2025-09-09T00:40:28.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"43213","tags":"Servicemember","has_narrative":true,"complaint_id":"15791120","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Neighborhood Capital Funding, Inc.","date_received":"2025-09-08T23:39:07.000Z","state":"OH","company_public_response":"Company disputes the facts presented in the complaint","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["Order reimbursement for overcharges and <em>improperly</em> applied funds.\n\n4. Ensure corrections are made to my credit <em>reports</em>.\n\nAccording to their records, the insurance policy did not start until XX/XX/XXXX. I request clarification and documentation for insurance payments between XX/XX/XXXX, and XX/XX/XXXX, when my previous policy with XXXX should have been active, as this XXXX remains unaccounted for. \n\nThank you for <em>your</em> immediate attention to this matter."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.567857,"15791120"]},{"_index":"complaint-public-v1","_id":"21205611","_score":12.484882,"_source":{"product":"Mortgage","complaint_what_happened":"Subject : Formal Notice of Error, Demand for Immediate Payment Suspension, and XXXX XXXX XXXX : XXXX XXXX Loan Number : XXXX Property Address : XXXXXXXX XXXX XXXX XXXX Email : XXXX Phone : XXXX To : / Shellpoint Mortgage Servicing FORMAL NOTICE OF ERROR AND QUALIFIED WRITTEN REQUEST ( QWR ) This letter serves as a formal Notice of Error and Qualified Written Request ( QWR ) under the * * ( 12 U.S.C. 2605 ) * * and Regulation X ( 12 C.F.R. 1024 ). \nSTATEMENT OF FACTS AND LIABILITY I have been informed by XXXX XXXX XXXX XXXX that they may have improperly billed premiums that should not have been charged. This establishes that the root cause of this issue originates with XXXX XXXX. \nHowever, your company, NewRez, is also directly complicit in the financial harm caused to me. \nFor clarity : My homeowners insurance historically averaged approximately {$1800.00} annually. \nYour company suddenly disbursed approximately {$16000.00} for insurance premiums. \nThis is not a minor discrepancyit is an extreme and obvious irregularity that should have immediately triggered review and verification procedures. \nDespite this, NewRez released escrow funds without question, verification, or reasonable due diligence. \nA competent mortgage servicer exercising even basic oversight would have recognized that a jump from {$1800.00} to {$16000.00} is facially unreasonable and indicative of error or fraud. \nPOSITION Let me be unequivocally clear : XXXX XXXX is at fault for initiating improper billing. \nNewRez is equally at fault for negligently disbursing escrow funds without verifying the legitimacy of those charges. \nI, the borrower, am not responsible for errors created by either company. \nI maintained continuous insurance coverage and acted in good faith at all times. \nIMPACT As a direct result of these failures : My escrow account has been artificially inflated A massive and unjustified escrow shortage has been created My monthly mortgage payment has dramatically increased This financial burden is entirely the result of third-party error and servicing negligence, not borrower action. \nFORMAL DEMANDS Effective immediately, I demand : Immediate suspension ( freeze ) of all mortgage payments related to the disputed escrow shortage until this matter is fully resolved A complete escrow audit and accounting of all insurance disbursements Immediate reversal of all improper or duplicate insurance payments Correction of my escrow balance and monthly payment to reflect accurate and lawful amounts Written confirmation that my account will not be reported negatively to any credit bureau during this dispute A detailed explanation of why such an extreme payment increase was not flagged or prevented by your internal controls LEGAL NOTICE Your failure to detect and prevent this obvious error, and your subsequent attempt to pass the financial consequences onto me, may constitute violations of : Regulation X ( Error Resolution Procedures ) Applicable state consumer protection laws Additionally, this letter serves as a formal demand for preservation of all records, including but not limited to : Internal servicing notes Escrow analyses Insurance communications Payment authorization records Call logs and correspondence DEADLINE FOR RESPONSE You are required by federal law to acknowledge and respond within statutory timeframes. I expect a substantive written response within 30 days. \nRESERVATION OF RIGHTS I reserve all rights to escalate this matter, including filing formal complaints with : The The Arizona Attorney General and pursuing all available legal remedies. \nThis situation was caused by XXXX XXXX improper billing and NewRezs failure to exercise due diligence. I will not accept financial responsibility for either partys errors. \nI expect immediate corrective action. \nSincerely, XXXX XXXX","date_sent_to_company":"2026-04-13T23:06:02.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"85122","tags":null,"has_narrative":true,"complaint_id":"21205611","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2026-04-13T23:02:09.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["FORMAL DEMANDS Effective immediately, I demand : Immediate suspension ( freeze ) of all <em>mortgage</em> payments related to the disputed escrow shortage until this matter is fully resolved A complete escrow audit and accounting of all insurance disbursements Immediate reversal of all <em>improper</em> or duplicate insurance payments Correction of my escrow balance and monthly payment to reflect accurate and lawful amounts Written confirmation that my account will not be <em>reported</em> negatively to any credit bureau during"],"product":["<em>Mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[12.484882,"21205611"]},{"_index":"complaint-public-v1","_id":"13141979","_score":12.325514,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint to report serious concerns regarding XXXX c/o PHH Mortgage Services and their ongoing mishandling of my mortgage account, including the improper retention of debt securities submitted for settlement, deceptive loan modification practices, and coercive debt collection tactics. \n\nBackground : On XX/XX/XXXX, I sent a debt security in the amount of {$32000.00} via mail to bring my mortgage account current. Under the Mailbox Rule ( Restatement ( Second ) of Contracts XXXX ), this payment should be considered made as of the date sent. \n\nDespite timely submission, the security was not applied until XX/XX/XXXX. This delay directly resulted in PHH forcing me into a loan modification, finalized on XX/XX/XXXX, under the threat of foreclosure and extreme pressureconditions that amounted to duress, coercion, and undue influence. \n\nI believe these actions violate : 15 U.S.C. 1692d ( Fair Debt Collection Practices Act ) Prohibiting abusive or coercive debt collection, 12 U.S.C. 5531 ( Dodd-Frank Act ) Prohibiting unfair, deceptive, or abusive acts or practices ( UDAAPs ). \n\nOngoing Issue : On XX/XX/XXXX, I sent another security instrument ( Security # XXXX ) via XXXX XXXX Mail # XXXX for the purpose of settling ongoing monthly payments under the terms of the modification. \n\nAs of this complaint, PHH Mortgage has not applied this security to my account. Instead, they have retained the security and allowed my account to fall into default status. I submitted a formal written request for review and resolution, which has been ignored. \n\nThese actions appear to be deliberate, as the only previous time a payment was applied correctly ( in XXXX ) was after I threatened to report their practices to the SEC. \n\nRequested Resolution : I am seeking the CFPBs assistance to : Investigate the improper retention of securities submitted to settle my mortgage balance. \n\nRequire XXXX c/o PHH Mortgage Services to apply all properly assigned payments to my account.\n\nRemove any wrongful default or negative credit reporting caused by their failure to apply payments.\n\nRe-examine the legitimacy of the mortgage modification entered under duress and coercion.\n\nEnsure compliance with federal consumer protection laws moving forward.\n\nI am prepared to submit copies of the securities, certified mail receipts, correspondence, and the modification agreement upon request. \n\nThank you for your time and for protecting consumers like myself from these abusive practices.","date_sent_to_company":"2025-04-23T19:12:26.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"33029","tags":null,"has_narrative":true,"complaint_id":"13141979","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2025-04-23T19:01:29.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["I am submitting this complaint to <em>report</em> serious concerns regarding XXXX c/o PHH <em>Mortgage</em> Services and their ongoing mishandling of my <em>mortgage</em> account, including the <em>improper</em> retention of debt securities submitted for settlement, deceptive loan modification practices, and coercive debt collection tactics. \n\nBackground : On XX/XX/XXXX, I sent a debt security in the amount of {$32000.00} via mail to bring my <em>mortgage</em> account current."],"product":["<em>Mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[12.325514,"13141979"]},{"_index":"complaint-public-v1","_id":"3957580","_score":12.317027,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I recently submitted a complaint to your bureau about Shellpoint Mortgage servicing improperly reporting two mortgages I have with them as delinquent on my credit report during a period in which they were under COVID forbearance. They responded that they had indeed reported those accounts improperly, and that they would be removing them altogether from my credit report. I have a third loan with them as well. It is loan number XXXX. This loan was also under COVID forbearance from XX/XX/XXXX to XX/XX/XXXX. When I filed the last complaint about the other two loans, there were no late payments reported on this loan in my credit report. So I did not include this third loan in my previous complaint. In fixing the two loans from my previous complaint, however, Shellpoint went back to XXXX and reported that I was 90 days delinquent on this third loan. Firstly, I was under their Covid 19 forbearance. Secondly, they didnt even bother reporting those dates correctly. They reported a random 90 day delinquency and all months before and after it are pays as agreed. And they need to fix the late fees they have been charging me for periods when I was either under forbearance or being transferred to deferment. I had to call 10 times before I was able to make a payment because they dont respond to email, or voicemails, and they dont pick up calls. They completely blocked me from making automated payments online and over the phone for many months. It was due to repeated emails that I was even able to make any payments once I came out of deferment.","date_sent_to_company":"2020-11-16T07:15:53.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"601XX","tags":null,"has_narrative":true,"complaint_id":"3957580","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2020-11-16T06:50:59.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I recently submitted a complaint to <em>your</em> bureau about Shellpoint <em>Mortgage</em> servicing <em>improperly</em> <em>reporting</em> two <em>mortgages</em> I have with them as delinquent on my credit <em>report</em> during a period in which they were under COVID forbearance. They responded that they had indeed <em>reported</em> those accounts <em>improperly</em>, and that they would be removing them altogether from my credit <em>report</em>. I have a third loan with them as well. It is loan number XXXX."],"issue":["Incorrect information on <em>your</em> <em>report</em>"]},"sort":[12.317027,"3957580"]},{"_index":"complaint-public-v1","_id":"3732086","_score":12.2369995,"_source":{"product":"Mortgage","complaint_what_happened":"For the past couple of weeks I have not been able to logoin to sls.net to see my mortgage. Specialized Loan Servicing customer service is not equipped to assist. They make you hold forever and have no answers. I get the below error message from XXXX browser as I attempt to login \" Network error. Please try again later. '' I understand this could be a temporary issue but for weeks on end with no communication? \n\nOther browsers will not even connect to the login website such as XXXX XXXX and XXXX XXXX. Here is the error from XXXX/XXXX browser \" Your connection is not secure The owner of www.sls.net has configured their website improperly. To protect your information from being stolen, XXXX has not connected to this website. \n\nLearn more Report errors like this to help XXXX identify and block malicious sites ''","date_sent_to_company":"2020-07-06T22:14:20.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"84005","tags":null,"has_narrative":true,"complaint_id":"3732086","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2020-07-06T22:03:09.000Z","state":"UT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Here is the error from XXXX/XXXX browser \" <em>Your</em> connection is not secure The owner of www.sls.net has configured their website <em>improperly</em>. To protect <em>your</em> information from being stolen, XXXX has not connected to this website. \n\nLearn more <em>Report</em> errors like this to help XXXX identify and block malicious sites ''"],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.2369995,"3732086"]},{"_index":"complaint-public-v1","_id":"18373281","_score":12.15004,"_source":{"product":"Mortgage","complaint_what_happened":"Complaint Against Statebridge Company , LLC Regarding False Claim of Second Mortgage and Improper Collection Activity I am submitting this complaint to report what I believe to be false, deceptive, and potentially fraudulent mortgage servicing activity by Statebridge Company , LLC. \n\nBackground Approximately one year ago, I received a letter stating that my mortgage had been sold and transferred from my original lender, XXXX XXXX, to Statebridge Company , LLC, and that I should begin directing my mortgage payments to Statebridge. \n\nBecause the letter appeared to be legitimate and contained what appeared to be my lenders letterhead, I contacted Statebridge to confirm the transfer. \n\nStatebridges Conduct For approximately two months, Statebridge representatives repeatedly informed me that : They did not have an account for me, and They had no record of any mortgage transfer involving my loan. \n\nDespite stating that no account existed, Statebridge representatives repeatedly requested and collected my personal identifying information, including my name and Social Security number. I provided this information only because I had received a written notice stating my mortgage had been transferred. \n\nVerification With Original Lender Concerned by the inconsistencies, I contacted XXXX XXXX, my original lender. XXXX informed me that : My mortgage had not been sold or transferred to Statebridge, The letter I received did not originate from XXXX, and I should continue making payments only to XXXX, which I did. \n\nXXXX explicitly advised me that the letter purporting to transfer my mortgage was fraudulent. \n\nCurrent Issue Despite this, Statebridge is now claiming that I owe them approximately {$100000.00} on a second mortgage. \nI have never taken out a second mortgage with Statebridge, have never signed any loan documents with them, and have never received any funds from them. \n\nThis claim is entirely false. \n\nBasis of Complaint I am requesting CFPB review and intervention based on the following concerns : False representation of a mortgage debt Improper and misleading collection activity Collection and retention of my personal identifying information under false pretenses Potential identity-based mortgage fraud Failure to validate or substantiate an alleged debt Possible violations of the Fair Debt Collection Practices Act ( FDCPA ) and consumer protection laws Requested Resolution I respectfully request that : Statebridge be required to immediately cease all collection activity related to this alleged second mortgage. \n\nStatebridge be required to provide full written validation of any claimed debt, including signed loan documents and proof of disbursement. \n\nAny incorrect or fraudulent reporting to credit bureaus be corrected or prevented. \n\nCFPB investigate how Statebridge obtained and used my personal identifying information. \n\nI receive written confirmation that no valid mortgage obligation exists between myself and Statebridge. \n\nI am prepared to provide documentation, including correspondence from XXXX XXXX, upon request. \n\nThank you for your attention to this matter. \n\nSincerely, XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2025-12-30T17:33:18.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"11550","tags":"Servicemember","has_narrative":true,"complaint_id":"18373281","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Statebridge Company","date_received":"2025-12-30T17:17:19.000Z","state":"NY","company_public_response":null,"sub_issue":"Loan sold or transferred to another company"},"highlight":{"complaint_what_happened":["Complaint Against Statebridge Company , LLC Regarding False Claim of Second <em>Mortgage</em> and <em>Improper</em> Collection Activity I am submitting this complaint to <em>report</em> what I believe to be false, deceptive, and potentially fraudulent <em>mortgage</em> servicing activity by Statebridge Company , LLC."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.15004,"18373281"]},{"_index":"complaint-public-v1","_id":"13441716","_score":12.095509,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"RE : XXXX XXXX. XXXX Improper Charges, Overpayment, Misrepresentation, and Reaffirmation Agreement Obstruction Dear XXXX XXXX, I write to you not only as a customer of Rocket Mortgage but also as a debtor seeking transparency, accountability, and lawful treatment during the course of my bankruptcy proceedings under Case No. XXXX, which is currently discharged before the United States Bankruptcy Court for the XXXX XXXX XXXX XXXX XXXX \nWhat began as a simple inquiry regarding the status of my mortgage account has evolved into a matter requiring executive, legal, and regulatory attention. I have encountered repeated administrative failures, unexplained charges, shifting excuses, and, most recently, what can only be described as an abdication of Rocket Mortgages legal responsibilities under federal bankruptcy law. \nTo date, your company has added over {$1200.00} in \" corporate expenses '' and penalties to my accountcharges that were never part of our original intended and negotiated agreement, which were never explained despite direct requests, and used as a barrier to finalizing a Reaffirmation Agreement. That agreement has been delayed for more than nine months due to Rocket Mortgages failure to produce it in a timely or accurate manner. These unexplained charges and delays rendered the agreement impossible for me to sign, as acknowledged by both myself and Rocket Mortgages legal representative.\n\nDespite that, I brought my account fully current. In fact, I have now paid over {$5000.00} more than what was contractually required over the past fifteen monthsyet my account reflects no such credit or reconciliation. I demand to know where this overage has gone and why it is not reflected on my account balance. \nTo make matters worse, I was informed by XXXX XXXX XXXX, Executive Servicing Escalation Specialist, that it was now my duty to draft a Reaffirmation Agreement for Rocket Mortgages benefit. This is an absurd and indefensible position. I am a pro se debtornot a corporate attorney. It is both procedurally improper and legally untenable to suggest that an individual in bankruptcy must draft binding agreements for a major mortgage lender to avoid Rocket Mortgage incurring legal costs. The legal and ethical implications of such a demand are staggering. \nCompounding the concern, Rocket Mortgage has reported to credit agencies that my account is both Closed and Pays As Agreed with remarks indicating a Reaffirmation of Debt. This is demonstrably false. No such agreement exists or has been filed with the court. This misreporting is misleading at bestand a violation of fair credit reporting standards at worst. \nI never requested that XXXX XXXX find or infer that no Reaffirmation Agreement existedI expected that Rocket Mortgage, as a sophisticated party in a federally regulated industry, would already know its legal obligations. And yet, this misinformation now appears to be shaping your companys policy decisions. \nAccordingly, I demand the following immediate actions : 1. A full reconciliation of my account, including a line-item accounting of the XXXX XXXXXXXX in overpayments made since the Reaffirmation Agreement was first discussed. \n2. An explanation of all fees, penalties, and corporate expenses levied against my accountincluding who authorized them and under what contractual authority. \n3. A proper Reaffirmation Agreement, drafted and submitted by Rocket Mortgages counsel, for my review and potential filing with the Bankruptcy Court.\n\n4. A review of Rocket Mortgages handling of this matter by your internal legal and compliance departments, and a formal response outlining any remedial steps you intend to take. \nThis letter constitutes a good faith and formal effort to resolve these issues prior to further regulatory complaint or legal escalation. I have copied this correspondence to my bankruptcy trustee and to the Consumer Financial Protection Bureau for their awareness and potential intervention. \nI expect a written response within fifteen ( 15 ) days of receipt. Should Rocket Mortgage fail to respond in good faith, I will explore additional remedies as permitted under law.","date_sent_to_company":"2025-05-10T10:19:25.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"74066","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"13441716","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2025-05-10T09:53:17.000Z","state":"OK","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["Compounding the concern, Rocket <em>Mortgage</em> has <em>reported</em> to credit agencies that my account is both Closed and Pays As Agreed with remarks indicating a Reaffirmation of Debt. This is demonstrably false. No such agreement exists or has been filed with the court. This misreporting is misleading at bestand a violation of fair credit <em>reporting</em> standards at worst."],"issue":["Incorrect information on <em>your</em> <em>report</em>"],"company":["Rocket <em>Mortgage</em>, LLC"]},"sort":[12.095509,"13441716"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":539,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":539}]}},"product":{"doc_count":539,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":220,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":118},{"key":"FHA mortgage","doc_count":43},{"key":"VA mortgage","doc_count":31},{"key":"Other type of mortgage","doc_count":11},{"key":"Home equity loan or line of credit (HELOC)","doc_count":9},{"key":"Conventional fixed mortgage","doc_count":3},{"key":"Reverse 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