{"took":125,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":5789,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"1781868","_score":23.537277,"_source":{"product":"Mortgage","complaint_what_happened":"LoanDepot broke the law regarding releasing the escrow balance from my account after i paid the loan in full. \nThe requirement is 20 days total, not 15 business days as stated by them. \nMy mortgage was paid in full on XXXX XXXX, 2016. Today is the XXXX day, and i still did not receive the escrow funds. \n\nXXXX Timely escrow payments and treatment of escrow account balances. \n( a ) Timely escrow disbursements required. If the terms of a mortgage loan require the borrower to make payments to the servicer of the mortgage loan for deposit into an escrow account to pay taxes, insurance premiums, and other charges for the mortgaged property, the servicer shall make payments from the escrow account in a timely manner, that is, on or before the deadline to avoid a penalty, as governed by the requirements in XXXX ( XXXX ). \n( b ) Refund of escrow balance. ( 1 ) In general. Except as provided in paragraph ( b ) ( 2 ) of this section, within 20 days ( excluding legal public holidays, Saturdays, and Sundays ) of a borrower 's payment of a mortgage loan in full, a servicer shall return to the borrower any amounts remaining in an escrow account that is within the servicer 's control.","date_sent_to_company":"2016-02-11T00:00:59.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"FHA mortgage","zip_code":"94544","tags":null,"has_narrative":true,"complaint_id":"1781868","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2016-02-11T00:00:59.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["If the terms of a <em>mortgage</em> <em>loan</em> require the borrower to make payments to the <em>servicer</em> of the <em>mortgage</em> <em>loan</em> for deposit into an <em>escrow</em> <em>account</em> to pay taxes, insurance premiums, and other charges for the <em>mortgaged</em> property, the <em>servicer</em> shall make payments from the <em>escrow</em> <em>account</em> in a timely manner, that is, on or before the deadline to avoid a penalty, as governed by the requirements in XXXX ( XXXX ). \n( b ) Refund of <em>escrow</em> balance. ( 1 ) In general."],"product":["<em>Mortgage</em>"],"issue":["<em>Loan</em> <em>servicing</em>, payments, <em>escrow</em> <em>account</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[23.537277,"1781868"]},{"_index":"complaint-public-v1","_id":"17287068","_score":23.24262,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage loan ( Loan # XXXX ) for my property at XXXX XXXX XXXX XXXX XXXX XXXXXXXX is a non-escrow loan, but RoundPoint Mortgage Servicing added an escrow account without my authorization or any valid notice. I have always paid my property taxes and homeowners insurance directly and on time. \n\n\n\nI did not request escrow and was never notified that escrow would be added. This is improper mortgage servicing and violates RESPA servicing rules. I requested removal of escrow, explanation, and documentation, but the issue was not resolved. \n\n\n\nI am requesting : Removal of the unauthorized escrow account Reimbursement of all escrow funds collected Written proof of any taxes or insurance allegedly paid by RoundPoint A full escrow ledger Restoration of my non-escrow loan status I attached a full complaint letter and documentation.","date_sent_to_company":"2025-11-17T02:16:47.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"77494","tags":null,"has_narrative":true,"complaint_id":"17287068","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"RoundPoint Mortgage Servicing LLC","date_received":"2025-11-17T02:08:50.000Z","state":"TX","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["My <em>mortgage</em> <em>loan</em> ( <em>Loan</em> # XXXX ) for my property at XXXX XXXX XXXX XXXX XXXX XXXXXXXX is a non-<em>escrow</em> <em>loan</em>, but RoundPoint <em>Mortgage</em> <em>Servicing</em> added an <em>escrow</em> <em>account</em> without my authorization or any valid notice. I have always paid my property taxes and homeowners insurance directly and on time. \n\n\n\nI did not request <em>escrow</em> and was never notified that <em>escrow</em> would be added. This is improper <em>mortgage</em> <em>servicing</em> and violates RESPA <em>servicing</em> rules."],"product":["<em>Mortgage</em>"],"company":["RoundPoint <em>Mortgage</em> <em>Servicing</em> LLC"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[23.24262,"17287068"]},{"_index":"complaint-public-v1","_id":"18564101","_score":22.84406,"_source":{"product":"Mortgage","complaint_what_happened":"I attempted to have my escrow waived on my mortgage and the end of XXXX, which i meet all the requirements for. Rocket mortgage refused to remove it until the XXXX property taxes had been disbursed without any legal right to do so. Im attaching the email i sent them. \n\nloan # XXXX I am filing a complaint regarding Rocket Mortgages refusal to remove my escrow account despite my satisfaction of escrow eligibility requirements and the absence of any contractual basis for a multi-year escrow mandate. \n\nRocket Mortgage has asserted that my escrow account can not be removed until XXXX because property taxes are being paid from escrow. However, my executed loan documents do not contain any provision requiring escrow to remain in place beyond the payment of current tax and insurance obligations, nor do they establish a fixed duration for escrow maintenance. \n\nRocket Mortgage has not identified : - any specific provision of my mortgage or note requiring escrow to remain until XXXX ; - any applicable investor or insurer servicing guideline mandating continued escrow ; or - any loan-type restriction ( such as FHA or VA requirements ) that would prohibit escrow removal. \n\nInstead, Rocket appears to be relying on internal servicing policy rather than contractual or regulatory authority. While I acknowledge the servicers right to disburse escrow funds for taxes already due or in process, such disbursement does not authorize indefinite continuation of escrow absent clear authority. \n\nI have requested that Rocket Mortgage provide written justification citing the exact contractual or investor basis for its refusal. If none exists, escrow should be removed and any remaining balance refunded. \n\nI am requesting that the CFPB review whether Rocket Mortgages actions constitute improper mortgage servicing, including failure to accurately apply loan terms and failure to provide adequate justification for escrow account retention.","date_sent_to_company":"2026-01-08T14:32:27.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"45150","tags":null,"has_narrative":true,"complaint_id":"18564101","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2026-01-08T14:17:28.000Z","state":"OH","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I am requesting that the CFPB review whether Rocket <em>Mortgages</em> actions constitute improper <em>mortgage</em> <em>servicing</em>, including failure to accurately apply <em>loan</em> terms and failure to provide adequate justification for <em>escrow</em> <em>account</em> retention."],"product":["<em>Mortgage</em>"],"company":["Rocket <em>Mortgage</em>, LLC"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[22.84406,"18564101"]},{"_index":"complaint-public-v1","_id":"9681898","_score":22.639534,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage was sold to PHH Mortgage from XXXX XXXX XXXX and Im trying to cancel my escrow account. My XXXX on this conventional loan is about 76 %. XXXX says they cant do it because theyre not servicing my loan anymore and PHH Mortgage says they require an escrow account to be established for 12 months before closing the account. PHH mortgage is violating my original loan agreement that doesnt state any limitations on closing an escrow account.","date_sent_to_company":"2024-09-03T15:33:16.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"68046","tags":null,"has_narrative":true,"complaint_id":"9681898","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2024-08-01T21:55:01.000Z","state":"NE","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["My <em>mortgage</em> was sold to PHH <em>Mortgage</em> from XXXX XXXX XXXX and Im trying to cancel my <em>escrow</em> <em>account</em>. My XXXX on this conventional <em>loan</em> is about 76 %. XXXX says they cant do it because theyre not <em>servicing</em> my <em>loan</em> anymore and PHH <em>Mortgage</em> says they require an <em>escrow</em> <em>account</em> to be established for 12 months before closing the <em>account</em>. PHH <em>mortgage</em> is violating my original <em>loan</em> agreement that doesnt state any limitations on closing an <em>escrow</em> <em>account</em>."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[22.639534,"9681898"]},{"_index":"complaint-public-v1","_id":"15672000","_score":22.634872,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint against my current mortgage servicer, Mr. Cooper ( Nationstar Mortgage LLC, doing business as Lakeview Loan Servicing ), regarding what I believe to be unfair and deceptive escrow practices that have resulted in a steep and unreasonable increase in my monthly mortgage payment. My mortgage loan has now been transferred four times between different servicers, and with each transfer, the servicing practices have become more confusing and burdensome. Since Mr. Cooper took over the servicing of my loan, I have received a notice that my monthly mortgage payment will increase sharply to {$1700.00} effective XX/XX/year>, due to what they allege is an escrow shortage of {$1600.00}. \nThis increase is a significant hardship and seems unjustified, given that : 1. I have never missed a mortgage payment and have always paid on time.\n\n2. My mortgage loan has been transferred four times between different servicers, and I believe this repeated servicing transfer has contributed to accounting errors or mismanagement of my escrow account.\n\n3.The servicer has not provided a clear, transparent explanation of how the escrow shortage was calculated. \n4.Instead of offering shortage repayment options ( such as spreading repayment beyond 12 months ) or hardship assistance, they are imposing a sudden spike in my monthly obligation.","date_sent_to_company":"2025-10-14T19:25:24.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"23320","tags":null,"has_narrative":true,"complaint_id":"15672000","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-09-02T17:45:04.000Z","state":"VA","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["My <em>mortgage</em> <em>loan</em> has been transferred four times between different <em>servicers</em>, and I believe this repeated <em>servicing</em> transfer has contributed to <em>accounting</em> errors or mismanagement of my <em>escrow</em> <em>account</em>.\n\n3.The <em>servicer</em> has not provided a clear, transparent explanation of how the <em>escrow</em> shortage was calculated. \n4.Instead of offering shortage repayment options ( such as spreading repayment beyond 12 months ) or hardship assistance, they are imposing a sudden spike in my monthly obligation."],"product":["<em>Mortgage</em>"],"sub_product":["VA <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[22.634872,"15672000"]},{"_index":"complaint-public-v1","_id":"2923906","_score":22.500116,"_source":{"product":"Debt collection","complaint_what_happened":"Received 90 Demand letter dated XX/XX/XXXX while in active bankruptcy # XXXX. Contacted BayView Loan Servicing regarding mortgage loan # XXXX status. BayView Loan servicing did confirm status of account and could not explain why i am receiving phone calls and active attempts to collect debt. I sent in a formal dispute but to this date activity continues. \n\nNext, mortgage transferred from XXXX to Bayview on or about XX/XX/XXXX. There are at least 2 missing  payments and escrows have been overprojected over 1/6 above escrow pad. total Escrow balance they claim i owe is {$4900.00}. \n\nFinally, i contacted BayView Loan Servicing and was informed that BayView, in fact, does not have an escrow account set up for my mortgage when, in fact, i signed loan paperwork authorizing escrows with XXXX years ago. Until now, i've always had an active escrow account for XXXX XXXX XXXX XXXX, MA XXXX, my primary residence.","date_sent_to_company":"2018-06-01T16:41:06.000Z","issue":"Attempts to collect debt not owed","sub_product":"Mortgage debt","zip_code":"010XX","tags":null,"has_narrative":true,"complaint_id":"2923906","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)","date_received":"2018-06-01T16:14:54.000Z","state":"MA","company_public_response":null,"sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["Contacted BayView <em>Loan</em> <em>Servicing</em> regarding <em>mortgage</em> <em>loan</em> # XXXX status. BayView <em>Loan</em> <em>servicing</em> did confirm status of <em>account</em> and could not explain why i am receiving phone calls and active attempts to collect debt. I sent in a formal dispute but to this date activity continues. \n\nNext, <em>mortgage</em> transferred from XXXX to Bayview on or about XX/XX/XXXX."],"company":["Community <em>Loan</em> <em>Servicing</em>, LLC (formerly known as Bayview <em>Loan</em> <em>Servicing</em>, LLC)"],"sub_product":["<em>Mortgage</em> debt"]},"sort":[22.500116,"2923906"]},{"_index":"complaint-public-v1","_id":"10603096","_score":22.472313,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage was sold by XXXX XXXX  on approximately XXXX to Specialized Loan Servicing.\n\nSpecialized Loan Servicing erroneously paid an insurance bill ( previously paid by XXXX XXXX  ) which resulted in an escrow shortfall. I received a refund from the insurance carrier and sent those funds back to Specialized Loan Servicing to be deposited into our escrow account. Those funds were deposited into our escrow- thus curing the deficit. \n\nHowever, Specialized Loan Servicing had already requested an increase in our payments to cover the escrow shortfall. The new payment amount was {$1800.00}. \n\nSpecialized Loan Servicing transferred our loan to Shellpoint Mortgage approximately XX/XX/XXXX. \n\nAfter numerous contacts, I requested a new escrow analysis and received a new payment statement from Shellpoint Mortgage indicating that as of XX/XX/XXXX, our monthly payment would be {$1600.00}. ( After having paid the erroneous higher payment amount for 3 months. ) Since XX/XX/XXXX, the following payments were made : XXXX XXXX, XXXX to Specialized Loan Servicing = {$1600.00} for XXXX, XXXX XXXX XXXX, XXXX to Specialized Loan Servicing = {$1600.00} for XXXX, XXXX XX/XX/XXXX to Specialized Loan Servicing = {$1600.00} for XXXX, XXXX XX/XX/XXXX to Specialized Loan Servicing = {$1600.00} for XXXX, XXXX XX/XX/XXXX to Specialized Loan Servicing = {$1600.00} for XXXX, XXXX Received notice of new erroneous payment amount from Shellpoint. \nXX/XX/XXXX to Specialized Loan Servicing = {$1800.00} for XXXX, XXXX XX/XX/XXXX to Specialized Loan Servicing = {$1800.00} for XXXX Shellpoint claims to have refused or not received the XXXX XXXX payment from Specialized Loan Servicing Received notice from Shellpoint Mortgage of new payment amount of {$1600.00} as of XX/XX/XXXX XX/XX/XXXX to Shellpoint Mortgage = {$1600.00} for XXXX ( unapplied to account ) XX/XX/XXXX to Shellpoint Mortgage = {$1600.00} for XXXX ( unapplied to account ) XX/XX/XXXX additional payment to Shellpoint Mortgage = {$1800.00} for XXXX because Shellpoint 's escrow notice had led me to believe that no payment was due for XXXX. \nXX/XX/XXXX to Shellpoint Mortgage = {$1600.00} for XXXX ( unapplied to account ) Shellpoint continues to claim that I owe an additional {$460.00} - and they say that their computer system will not allow my regular monthly payments to be \" applied '' until the additional {$460.00} is paid. I do not owe an additional {$460.00}. \n\nI have spoken with three different representatives at Shellpoint Mortgage since XX/XX/XXXX in an effort to clear up the mathematical problem. I was told that Shellpoint was running a new escrow analysis which could take quite some time to complete. \n\nBecause Shellpoint has not deposited my payments for XXXX, XXXX, or XXXX against my principal and into my escrow account ( and are holding those funds as \" unapplied '' ), my escrow account will soon appear to be in deficit - allowing Shellpoint to send me another \" escrow increase '' notice. \n\nWe have received written notifications from Shellpoint of our rights in the event of foreclosure. \n\nI haven't checked our credit report, but will be doing so.","date_sent_to_company":"2024-10-28T19:56:55.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"37415","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"10603096","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2024-10-28T18:38:31.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["My <em>mortgage</em> was sold by XXXX XXXX  on approximately XXXX to Specialized <em>Loan</em> <em>Servicing</em>.\n\nSpecialized <em>Loan</em> <em>Servicing</em> erroneously paid an insurance bill ( previously paid by XXXX XXXX  ) which resulted in an <em>escrow</em> shortfall. I received a refund from the insurance carrier and sent those funds back to Specialized <em>Loan</em> <em>Servicing</em> to be deposited into our <em>escrow</em> <em>account</em>. Those funds were deposited into our <em>escrow</em>- thus curing the deficit."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[22.472313,"10603096"]},{"_index":"complaint-public-v1","_id":"6169576","_score":22.428009,"_source":{"product":"Mortgage","complaint_what_happened":"RE : Error Resolution Notice ( ESCROW FRAUD ), LOAN accounting FRAUD ESCROW FRAUD, LOAN FRAUD, CFPB GUIDELINES VIOLATIONS, VIRGINIA STATE LAW VIOLATION, ILLEGAL UNLAWFUL FORECLOSURE XXXX Error resolution procedures. ( a ) Notice of error this letter serves as legal notice of ERROR MUST comply with this notice. \nShellpoint Mortgage servicing is ILLEGALLY overcharged and added unverified Fraudulent ESCROW AMOUNT/charges to LOAN. These charges need to be removed from amount owned on LOAN and Foreclosure Notice. \nShellpoint Mortgage servicing must cancel/stop this Illegal unlawful Foreclosure sale date of XX/XX/XXXX as this involves intentional ESCROW FRAUD amount of {$76000.00} - upon receipt of this notice of error within 24 hours : Shellpoint Mortgage servicing is involved in Escrow calculation FRAUD based on LOAN history statement received ( attached ). Shellpoint Mortgage servicing must acknowledge following fraudulent transaction and accounting FRAUD : a. FUNDS OWED BY BORROWER DETAILS as stated in Loan history statement Escrow Only Payment {$140000.00} ( complete FRAUD and unverified and ILLEGAL ) b. Based on LOAN history statement TOTAL taxes paid ( owed ) = {$28000.00} and INSURANCE PAID ( owed ) = {$34000.00} ( ESCROW TOTAL OWED = {$63000.00} ( VERIFIED by LOAN history statement attached ) Shellpoint Mortgage servicing is violating LAWS by overcharging ESCROW AMOUNT AND ILLEGALLY ADDING- Fraudulent amount of {$76000.00} as ESCROW amount proof attached. \nShellpoint Mortgage servicing must remove illegal ESCROW amount of {$76000.00} from Loan, all dual tracking illegal FEES and late charges from attached disputed statements. \nTHIS FORECLOSURE MUST BE STOPPED upon receipt of this dispute letter according to applicable LAW CFR 1024.38 ( b ) ( 1 ) ( v ), Debt Collection, Foreclosure, Mortgage and Virginia State LAWS. \n\nILLEGAL ESCROW AMOUNT IS ADDED in PAST DUE BALANCE SHOWN IN FORECLOSURE is incorrect and violates LAW CFR 1024.38 ( b ) ( 1 ) ( v ) Submit documents or filings required for a foreclosure process, including documents or filings required by a court of competent jurisdiction, that reflect accurate and current information and that comply with applicable law ; SHELLPOINT MORTGAGE servicing must respond in accordance to applicable Laws and cancel current foreclosure sale upon receipt of this error resolution notice. ALL debt involved is unverified, illegal and involves ESCROW accounting FRAUD. \n\nADDING illegal Escrow amounts to account is complete FRAUD, illegal and unlawful action violates mortgage servicing guidelines and all applicable laws Failure to comply will result in lawsuit. \n\nShellpoint Mortgage servicing is violating CFPB guidelines by not proving LEGAL VALIDATION OF amount owed or DEBT MENTIONED IN FORECLOSURE NOTICE. \nShellpoint Mortgage servicing must provide valid legal loan history statement from inception of loan and provide valid accounting of LOAN. \nForeclosure notice and response seeking payment due XX/XX/XXXX but loan history statement is missing any history prior to XXXX. \nLegal validation requires Shellpoint Mortgage servicing to provide loan/mortgage history statements up to XXXX. \n\nTHIS FORECLOSURE MUST BE STOPPED upon receipt of this dispute letter according to applicable Debt Collection, Foreclosure, Mortgage and Virginia State LAWS. \n\nI already disputed any debt involved in this process. SHELLPOINT MORTGAGE servicing must respond in accordance to applicable Laws and cancel current foreclosure sale. \nI am disputing all debt shown in this UNLAWFUL, ILLEGAL and WRONGFUL FORECLOSURE Notice attached. I am writing in regards to the above-referenced debt to inform you that I am disputing all DEBT involved in this loan/foreclosure violating Virginia state LAWS INFORMATION IN THIS NOTICE IS UNLAWFUL, ILLEGAL and FRADULENT, incorrect, no records are provided on qualified written request ( QWR ). This notice VIOLATES CFR 1024.38 ( b ) ( 1 ) ( v ) and 8.3A-118 ( a ) Virginia State Statute of limitations. \nTotal amount of Principal, Interest, cost and fees due in arrears = {$780000.00} includes ILLEGAL ESCROW OVERCHARGE ( ILLEGAL UNLAWFUL AND FRAUDULENT CHARGES ) Unpaid Principal balance of LOAN = {$630000.00} ( unverified ) Original amount recorded in clerks office = {$590000.00} Date of last payment received by servicer XX/XX/XXXX = {$9400.00} ( UNVERIFIED ) I dispute NOTE/loan involved in this process. SHELLPOINT MORTGAGE servicing must respond in accordance to CFPB Guidelines, Virginia State Laws and cancel current foreclosure sale. \nNOTE/LOAN VALIDATION FAILED following Law : 8.3A-118 ( a ). Statute of limitations - Virginia Law - Please verify the LOAN/NOTE as required by the statue of LIMITATIONS set forth by VIRGINIA STATE LAWS- Foreclosure filling required assignment with VALID, ENFORCABLE, Legal NOTE with unexpired Statute of limitations 8.3A-118 ( a ). - Virginia Law Shellpoint Mortgage servicing is violating CFPB guidelines by not proving LEGAL VALIDATION OF amount owed or DEBT MENTIONED IN FORECLOSURE NOTICE.","date_sent_to_company":"2022-11-07T03:48:19.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"221XX","tags":null,"has_narrative":true,"complaint_id":"6169576","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2022-11-07T03:33:42.000Z","state":"VA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["Shellpoint <em>Mortgage</em> <em>servicing</em> must provide valid legal <em>loan</em> history statement from inception of <em>loan</em> and provide valid <em>accounting</em> of <em>LOAN</em>. \nForeclosure notice and response seeking payment due XX/XX/XXXX but <em>loan</em> history statement is missing any history prior to XXXX. \nLegal validation requires Shellpoint <em>Mortgage</em> <em>servicing</em> to provide <em>loan</em>/<em>mortgage</em> history statements up to XXXX."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[22.428009,"6169576"]},{"_index":"complaint-public-v1","_id":"8124014","_score":22.222143,"_source":{"product":"Mortgage","complaint_what_happened":"Payoff of the mortgage amount was made XXXX XXXX, XXXX. Taxes and insurance on the property were escrowed. In the settlement statement escrow balances were omitted from the statement. On XX/XX/XXXX, we paid directly the real estate taxes of {$11000.00}. Mortgage company had not sent escrow statements or calculations for several years. In addition, we had never received account statements for several years. These were requested multiple times over this several years. Without response. Statements were not available for our account or escrow account online. However monthly we had made our payments timely online. We had hired a law office XX/XX/XXXX of XXXX  as the mortgage servicing company Bayview loan servicing which became Community loan servicing in Florida, would never respond to any types of communication although communication to the loan servicing entities had been constant and consistent. For many years we had continued problems with the loan servicing company of various types. According to our attorney, The loan servicing company had violated several state and federal laws. Eventually, we paid off the loan which unfortunately cured much of the loan servicing company 's violations. The last matter became the escrow accounts which they refused to communicate upon. At this time we hope that your communication will accomplish a response with regard to what we believe is a XXXX to {$15000.00} matter in escrow that no accounting was given.","date_sent_to_company":"2024-01-11T13:05:27.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"641XX","tags":"Older American","has_narrative":true,"complaint_id":"8124014","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)","date_received":"2024-01-08T23:10:35.000Z","state":"MO","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Statements were not available for our <em>account</em> or <em>escrow</em> <em>account</em> online. However monthly we had made our payments timely online. We had hired a law office XX/XX/XXXX of XXXX  as the <em>mortgage</em> <em>servicing</em> company Bayview <em>loan</em> <em>servicing</em> which became Community <em>loan</em> <em>servicing</em> in Florida, would never respond to any types of communication although communication to the <em>loan</em> <em>servicing</em> entities had been constant and consistent."],"product":["<em>Mortgage</em>"],"company":["Community <em>Loan</em> <em>Servicing</em>, LLC (formerly known as Bayview <em>Loan</em> <em>Servicing</em>, LLC)"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[22.222143,"8124014"]},{"_index":"complaint-public-v1","_id":"20616637","_score":22.217152,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing a complaint regarding improper mortgage servicing, including misapplication of payments and escrow handling errors. \n\nMy mortgage loan is at the final payoff stage. The remaining balance was {$3.00}, which I paid in full. That payment cleared my bank account and was received by the servicer. I then submitted an additional {$0.00} payment to ensure the balance was fully satisfied. Both payments have cleared my bank account and have been received by the servicer. \n\nDespite receiving sufficient funds to satisfy the loan, the servicer continues to : Misapply payments Redirect funds to escrow without my authorization Maintain a {$0.00} balance Prevent the loan from being closed The remaining balance exists solely due to how the servicer has applied the payments, not because of an actual unpaid principal balance. \n\nAdditionally, the escrow shortage referenced by the servicer appears to stem from improper disbursement of escrow funds. Specifically, escrow funds were used to pay homeowners insurance, while the escrow account was established for flood insurance. This raises concern that the escrow shortage was created by the servicers own handling of the account rather than a standard escrow deficiency. \n\nThis is not the first time I have experienced issues with escrow handling on this account. Similar discrepancies occurred previously, which raises concern regarding the consistency and accuracy of servicing practices. Please see the screenshots of the discrepancies of insurance that they have made on several occasions that is NOT part of my mortgage escrow! \n\nI have made multiple attempts to resolve this directly with the servicer, including providing documentation and requesting correction. However, the issue remains unresolved. \n\nI am requesting that the servicer : Correct the application of my payments Apply all received funds appropriately Mark the loan as paid in full Provide confirmation of lien release Provide a full accounting of escrow activity, including all disbursements","date_sent_to_company":"2026-03-26T13:45:08.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"561XX","tags":"Servicemember","has_narrative":true,"complaint_id":"20616637","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2026-03-26T13:20:08.000Z","state":"MN","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Paying off the loan"},"highlight":{"complaint_what_happened":["I am filing a complaint regarding improper <em>mortgage</em> <em>servicing</em>, including misapplication of payments and <em>escrow</em> handling errors. \n\nMy <em>mortgage</em> <em>loan</em> is at the final payoff stage. The remaining balance was {$3.00}, which I paid in full. That payment cleared my bank <em>account</em> and was received by the <em>servicer</em>. I then submitted an additional {$0.00} payment to ensure the balance was fully satisfied. Both payments have cleared my bank <em>account</em> and have been received by the <em>servicer</em>."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["Paying off the <em>loan</em>"]},"sort":[22.217152,"20616637"]},{"_index":"complaint-public-v1","_id":"19024859","_score":22.163107,"_source":{"product":"Mortgage","complaint_what_happened":"Dear CFPB, I am filing a complaint regarding mismanagement of my escrow account and an unauthorized increase in my mortgage payment after Freedom Mortgage became my loan servicer. \n\nLoan Information Loan Address : XXXX XXXX XXXX, XXXX XXXX, RI Loan Originator : XXXX XXXX XXXX XXXXXXXX XXXX  Current Servicer : Freedom Mortgage Timeline of Events XX/XX/XXXX Closed mortgage with XXXX XXXX XXXX XXXX XXXX Loan was structured for quarterly property tax payments, as confirmed by my lender. \n\nXX/XX/XXXX Freedom Mortgage became my mortgage servicer and paid the full year of property taxes in a single payment, despite quarterly payments being allowed and consistent with my original loan agreement. \n\nXX/XX/XXXX My monthly mortgage payment increased by {$200.00}. I received no notice or explanation before this change. \n\nXX/XX/XXXX Contacted Freedom Mortgage. They stated the annual payment was required by the tax agency. My lender confirmed that quarterly payments are allowed and Freedom Mortgages schedule was not required.\n\nIssues Freedom Mortgage changed my escrow schedule without my consent from quarterly to annual. \n\nThey created an artificial escrow shortage. \n\nThey increased my mortgage payment by {$200.00} without proper notice. \n\nTheir claim that the tax agency requires annual payment is incorrect according to my lender. \n\nThese actions appear to violate RESPA and Regulation X Requested Resolution Recalculate my escrow account based on the original quarterly payment schedule.\n\nAdjust my monthly mortgage payment to reflect the corrected escrow.\n\nCredit or refund any overpayments resulting from the artificial shortage and payment increase. \n\nProvide written confirmation that these corrections have been made. \n\nSupporting Documentation Emails with Freedom Mortgage Escrow analysis provided by Freedom Mortgage Timeline of payments and loan closing Lender confirmation of quarterly payment schedule Summary Freedom Mortgage unilaterally altered my escrow terms, created a shortage, and increased my mortgage payment without proper notice. I am seeking corrective action, repayment of overcharges, and written confirmation that my account reflects the original loan terms. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-01-27T02:13:03.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"029XX","tags":null,"has_narrative":true,"complaint_id":"19024859","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2026-01-27T01:36:17.000Z","state":"RI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Loan sold or transferred to another company"},"highlight":{"complaint_what_happened":["Dear CFPB, I am filing a complaint regarding mismanagement of my <em>escrow</em> <em>account</em> and an unauthorized increase in my <em>mortgage</em> payment after Freedom <em>Mortgage</em> became my <em>loan</em> <em>servicer</em>. \n\n<em>Loan</em> Information <em>Loan</em> Address : XXXX XXXX XXXX, XXXX XXXX, RI <em>Loan</em> Originator : XXXX XXXX XXXX XXXXXXXX XXXX  Current <em>Servicer</em> : Freedom <em>Mortgage</em> Timeline of Events XX/XX/XXXX Closed <em>mortgage</em> with XXXX XXXX XXXX XXXX XXXX <em>Loan</em> was structured for quarterly property tax payments, as confirmed by my lender."],"product":["<em>Mortgage</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Loan</em> sold or transferred to another company"]},"sort":[22.163107,"19024859"]},{"_index":"complaint-public-v1","_id":"2860944","_score":22.08585,"_source":{"product":"Mortgage","complaint_what_happened":"Note that this complaint is actually about the loan servicer XXXX XXXX ( XXXX XXXX XXXX XXXX : XXXX XXXX XXXX, XXXX, NJ XXXX ) which is servicing the Loan for SecutiryNational Mortgage Company. \n\nI was on a federal declared disaster area forbearance plan related to Hurricane Harvey for 5 XXXX XXXX loans. These loans did not originally have escrow accounts and have never had an escrow account associated with them. I have records to prove that the insurance, taxes and HOA fees have always been paid on time. When we started the trial period there was no mention of adding an escrow account to the loans. In addition, the trial period payments did not include funds for escrow. Escrow accounts were then added to the loan at some point during the trial period without any notification. I have since brought all loans current and requested that the escrow accounts be removed from the mortgage accounts. XXXX XXXX owns the loans and requires that the borrower be notified during the trial period that an escrow account will be added and that the escrow amount be included in the trial payments. XXXX violated XXXX XXXX   rules in servicing these loans by not notifying the borrower and by not adding the escrow amounts to the trial period payments. I have also contacted XXXX XXXX and they confirmed the violation and they are starting a claim with XXXX regarding these loans. Despite several phone calls and sending in the required documents XXXX is continuing to add escrow requirements to the loans.","date_sent_to_company":"2018-04-01T16:52:45.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"77494","tags":null,"has_narrative":true,"complaint_id":"2860944","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Security National Financial Corp","date_received":"2018-04-01T16:30:57.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Note that this complaint is actually about the <em>loan</em> <em>servicer</em> XXXX XXXX ( XXXX XXXX XXXX XXXX : XXXX XXXX XXXX, XXXX, NJ XXXX ) which is <em>servicing</em> the <em>Loan</em> for SecutiryNational <em>Mortgage</em> Company. \n\nI was on a federal declared disaster area forbearance plan related to Hurricane Harvey for 5 XXXX XXXX <em>loans</em>. These <em>loans</em> did not originally have <em>escrow</em> <em>accounts</em> and have never had an <em>escrow</em> <em>account</em> associated with them."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[22.08585,"2860944"]},{"_index":"complaint-public-v1","_id":"8017514","_score":22.082785,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage is through XXXX XXXX Mortgage and I just found out that my loan was being sub-serviced by Dovenmuhle Inc, from Respa documents submitted on XX/XX/XXXX transferring the servicing back to Cross Country Mortgage. To the best of my knowledge I was never notified of that another company was sub-servicing my loan and no notice was sent when the transfer to Dovenmuhle Inc. occurred. While, servicing my loan Dovenmuhle Inc. has violated several Respa statues to include : not running an escrow analysis when they were informed of the exemption of property taxes/ Dovenmuhle inc. forwarded funds from escrow putting account in deficit. Dovenmuhle Inc also continues to charge us more than XX/XX/XXXX of our annual escrow payment and is holding more than XXXX of a cushion in XXXX. Currently, my escrow account has {$1500.00} and there are no other escrow items are due for this year. They continue to charge me {$1000.00} each month for my escrow account and refuse to conduct an escrow analysis. I have tried to fix these issues numerous times with this company but they deny any wrong doing and refuse to do anything but charge me more and more money.","date_sent_to_company":"2023-12-20T21:18:50.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"324XX","tags":"Servicemember","has_narrative":true,"complaint_id":"8017514","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2023-12-18T15:53:01.000Z","state":"FL","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["My <em>mortgage</em> is through XXXX XXXX <em>Mortgage</em> and I just found out that my <em>loan</em> was being sub-<em>serviced</em> by Dovenmuhle Inc, from Respa documents submitted on XX/XX/XXXX transferring the <em>servicing</em> back to Cross Country <em>Mortgage</em>. To the best of my knowledge I was never notified of that another company was sub-<em>servicing</em> my <em>loan</em> and no notice was sent when the transfer to Dovenmuhle Inc. occurred."],"product":["<em>Mortgage</em>"],"company":["Dovenmuehle <em>Mortgage</em>, Inc."],"sub_product":["VA <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[22.082785,"8017514"]},{"_index":"complaint-public-v1","_id":"20150201","_score":22.072178,"_source":{"product":"Mortgage","complaint_what_happened":"Issue : Mortgage Servicing Unauthorized Escrow Account and Improper Foreclosure Action I am filing a complaint against Shellpoint Mortgage Servicing regarding serious mortgage servicing errors. \n\nMy mortgage agreement does not include an escrow requirement for property taxes. However, the servicer unilaterally created an escrow account without my consent and paid property taxes fiscal year XXXX to XXXX XXXX XXXX XX/XX/XXXX which was not even delinquent on XX/XX/XXXX and XX/XX/XXXX. \n\nThey then added the amount and all other penalties with attorney fees to my mortgage balance and restructured my monthly mortgage payment and forced me to sign a new loan document on XX/XX/XXXX. \n\nI formally disputed this action, but the company has refused to correct the account. Instead, they continued to add penalties, escrow shortages, and late fees. \n\nDespite the ongoing dispute, the company recorded a Notice of Default and initiated pre-foreclosure proceedings.\n\nI believe this constitutes improper mortgage servicing and an unauthorized escrow account creation.\n\nI request that the servicer : Remove the unauthorized escrow account Correct the mortgage payment calculation Reverse all related penalties and escrow shortages Withdraw the Notice of Default filed against my property I also request a full investigation into this matter.","date_sent_to_company":"2026-03-11T00:54:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"92833","tags":"Older American","has_narrative":true,"complaint_id":"20150201","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2026-03-11T00:15:41.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Issue : <em>Mortgage</em> <em>Servicing</em> Unauthorized <em>Escrow</em> <em>Account</em> and Improper Foreclosure Action I am filing a complaint against Shellpoint <em>Mortgage</em> <em>Servicing</em> regarding serious <em>mortgage</em> <em>servicing</em> errors. \n\nMy <em>mortgage</em> agreement does not include an <em>escrow</em> requirement for property taxes. However, the <em>servicer</em> unilaterally created an <em>escrow</em> <em>account</em> without my consent and paid property taxes fiscal year XXXX to XXXX XXXX XXXX XX/XX/XXXX which was not even delinquent on XX/XX/XXXX and XX/XX/XXXX."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[22.072178,"20150201"]},{"_index":"complaint-public-v1","_id":"2838548","_score":22.060207,"_source":{"product":"Mortgage","complaint_what_happened":"I have two loans with XXXX and the mortgage service provider is refusing to provide payment history for both loans. I have called 7 times and requested payment history and the company will not send it to me. Also I found a mistake in my escrow account and requested that mortgage service provider perform a new escrow analysis and it has been more than a month and nothing has been done. The service provider is PHH Mortgage Services located at XXXX XXXX  XXXX XXXX XXXX NJ XXXX.","date_sent_to_company":"2018-03-09T19:04:59.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"11229","tags":null,"has_narrative":true,"complaint_id":"2838548","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PHH Mortgage Services Corporation","date_received":"2018-03-09T18:47:56.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have two <em>loans</em> with XXXX and the <em>mortgage</em> <em>service</em> provider is refusing to provide payment history for both <em>loans</em>. I have called 7 times and requested payment history and the company will not send it to me. Also I found a mistake in my <em>escrow</em> <em>account</em> and requested that <em>mortgage</em> <em>service</em> provider perform a new <em>escrow</em> analysis and it has been more than a month and nothing has been done. The <em>service</em> provider is PHH <em>Mortgage</em> <em>Services</em> located at XXXX XXXX  XXXX XXXX XXXX NJ XXXX."],"product":["<em>Mortgage</em>"],"company":["PHH <em>Mortgage</em> <em>Services</em> Corporation"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[22.060207,"2838548"]},{"_index":"complaint-public-v1","_id":"1869922","_score":22.04241,"_source":{"product":"Mortgage","complaint_what_happened":"I have been in a 30 year fixed loan for 18 months. Within the 18 month period my payment has changed twice. Once it was lowered by {$300.00} and this month it was raised by {$1000.00}. The mortgage servicer says the escrow account was in deficit and to restore the deficit they increased the mortgage payment. The mortgage servicer explained that this was due to a change in taxes and the deficit in the escrow account ; however, I feel like an 80 % increase in mortgage payment is unreasonable and that there could have been better and earlier communication to hedge against such a large impact. Upon closing on the mortgage the escrow account was in order and my mortgage includes fees for taxes and insurance. I want to verify that the mortgage servicer is treating me fairly ( i.e., did they make a mistake that I am paying for now ) and that they acted in good faith to service my loan. I would also like to better understand my options in this situation.","date_sent_to_company":"2016-04-07T15:18:04.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"30060","tags":null,"has_narrative":true,"complaint_id":"1869922","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2016-04-07T15:18:03.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have been in a 30 year fixed <em>loan</em> for 18 months. Within the 18 month period my payment has changed twice. Once it was lowered by {$300.00} and this month it was raised by {$1000.00}. The <em>mortgage</em> <em>servicer</em> says the <em>escrow</em> <em>account</em> was in deficit and to restore the deficit they increased the <em>mortgage</em> payment."],"product":["<em>Mortgage</em>"],"issue":["<em>Loan</em> <em>servicing</em>, payments, <em>escrow</em> <em>account</em>"],"company":["NATIONSTAR <em>MORTGAGE</em> LLC"],"sub_product":["Conventional fixed <em>mortgage</em>"]},"sort":[22.04241,"1869922"]},{"_index":"complaint-public-v1","_id":"14954272","_score":22.036331,"_source":{"product":"Mortgage","complaint_what_happened":"Valon Mortgage failed to pay my taxes upon becoming my loan servicer despite me paying into my escrow account. Despite escrow account being set up appropriately to pay my taxes with previous mortgage servicer","date_sent_to_company":"2025-07-29T15:26:38.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"29115","tags":null,"has_narrative":true,"complaint_id":"14954272","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Valon Technologies, Inc.","date_received":"2025-07-29T15:19:11.000Z","state":"SC","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Valon <em>Mortgage</em> failed to pay my taxes upon becoming my <em>loan</em> <em>servicer</em> despite me paying into my <em>escrow</em> <em>account</em>. Despite <em>escrow</em> <em>account</em> being set up appropriately to pay my taxes with previous <em>mortgage</em> <em>servicer</em>"],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[22.036331,"14954272"]},{"_index":"complaint-public-v1","_id":"3171845","_score":22.006506,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am disputing my Principal Mortgage Balance that Bayview Loan Servicing is reporting. There are three issues in question. \nFirst Issue : XX/XX/XXXX I received an alert from XXXX Credit Bureau that Bayview Loan reported a Balance Increase First Mortgage, to {$280000.00}, the previous balance was {$280000.00}. \nSecond Issue : XXXX, XXXX, XXXX Bayview Loan Servicing - XXXX Mortgage Interest Statement stated the Outstanding Mortgage Principal was {$280000.00} - Principal applied {$2700.00} bringing the balance to {$280000.00} ending Balance. \nThird Issue : XX/XX/XXXX Mortgage Statement reports the Principal Balance to be {$280000.00} with Principal & Interest & Escrow total Amount Due {$1000.00}. \nXXXX I received a letter from XXXX  XXXX  XXXX  and learned that Bayview Loan Servicing transferred my mortgage to XXXX XXXX XXXX. XXXX XXXX XXXX is reporting a negative escrow shortage of {$200.00} I want a full accounting detail to explain the mortgage increase that Bayview Loan Servicing reported to XXXX Credit Bureau. I want an full accounting detail to explain the Principal & Interest & Escrow Shortage.","date_sent_to_company":"2019-03-07T00:34:47.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"75224","tags":null,"has_narrative":true,"complaint_id":"3171845","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)","date_received":"2019-03-06T23:35:44.000Z","state":"TX","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["XXXX I received a letter from XXXX  XXXX  XXXX  and learned that Bayview <em>Loan</em> <em>Servicing</em> transferred my <em>mortgage</em> to XXXX XXXX XXXX. XXXX XXXX XXXX is reporting a negative <em>escrow</em> shortage of {$200.00} I want a full <em>accounting</em> detail to explain the <em>mortgage</em> increase that Bayview <em>Loan</em> <em>Servicing</em> reported to XXXX Credit Bureau. I want an full <em>accounting</em> detail to explain the Principal & Interest & <em>Escrow</em> Shortage."],"company":["Community <em>Loan</em> <em>Servicing</em>, LLC (formerly known as Bayview <em>Loan</em> <em>Servicing</em>, LLC)"],"sub_issue":["<em>Account</em> information incorrect"]},"sort":[22.006506,"3171845"]},{"_index":"complaint-public-v1","_id":"12565620","_score":21.992636,"_source":{"product":"Mortgage","complaint_what_happened":"Formal CFPB Complaint Letter Against PNC Bank For Unjustified Escrow Deletion Fee Company Information Company Name : PNC Bank Loan Account Number : XXXX Company Address : XXXX XXXX XXXX, XXXX, PA XXXX Subject : Complaint Against PNC Bank for Imposing an Undisclosed Escrow Deletion Fee Dear Consumer Financial Protection Bureau XXXX CFPB ), I am filing this complaint against PNC Bank regarding an unjustified and undisclosed escrow deletion fee of {$1200.00}, which they have imposed on my mortgage loan account XXXX. This fee was never disclosed in my original mortgage loan agreement with XXXX XXXX XXXX, from whom PNC Bank acquired the servicing rights to my loan. \n\n\nUpon requesting the removal of my escrow account, I was informed that PNC Bank was imposing this fee under Section 13 : Extension of Credit Charges in my loan agreement. However : 1. This Clause Does Not Explicitly Mention an Escrow Deletion Fee : The language in Section 13 allows for certain charges, such as attorneys fees and property inspections, but does not specifically authorize an escrow deletion fee. \n\nPNC Bank is misinterpreting this clause to justify an arbitrary fee that was never disclosed at closing. \n\n\n\nXXXX. My Loan Transfer Notice States Nothing Else About Your Mortgage Loan Will Change When my loan servicing was transferred from XXXX XXXX XXXX to PNC Bank, I received a Loan Transfer Notice dated XX/XX/year>, stating : Nothing else about your mortgage loan will change. \n\nSince XXXX XXXX  did not charge this fee, PNC Bank should not have the right to introduce it post-transfer. \n\n\n\n3. The Escrow Deletion Fee Was Never Disclosed in My Closing Documents I have reviewed my Closing Disclosure, Loan Estimate, and Mortgage Loan Agreement from SecurityNational Mortgage, and none of these documents disclose an escrow deletion fee. \n\nUnder RESPA ( Real Estate Settlement Procedures Act ), mortgage servicers are required to clearly disclose fees related to loan servicing. \n\n\n\n4. PNC Banks Actions May Violate Consumer Protection Laws The introduction of this fee post-loan transfer appears to be an unfair and deceptive practice, potentially violating : RESPA ( 12 U.S.C. 2601 et seq. ), which prohibits hidden or excessive servicing fees.\n\nUDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ) guidelines enforced by the CFPB. \n\nRequested Resolution : I am requesting that PNC Bank : Immediately waive and remove the {$1200.00} escrow deletion fee. \nProvide a written explanation of why they believe this fee is justified under my original loan terms. \nCease the practice of imposing undisclosed fees on transferred mortgage accounts. \n\nI appreciate your time in reviewing this matter and look forward to your prompt response. Please let me know if additional information is needed. \n\nSincerely,","date_sent_to_company":"2025-03-19T14:17:08.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"75254","tags":null,"has_narrative":true,"complaint_id":"12565620","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2025-03-19T13:53:36.000Z","state":"TX","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["The <em>Escrow</em> Deletion Fee Was Never Disclosed in My Closing Documents I have reviewed my Closing Disclosure, <em>Loan</em> Estimate, and <em>Mortgage</em> <em>Loan</em> Agreement from SecurityNational <em>Mortgage</em>, and none of these documents disclose an <em>escrow</em> deletion fee. \n\nUnder RESPA ( Real Estate Settlement Procedures Act ), <em>mortgage</em> <em>servicers</em> are required to clearly disclose fees related to <em>loan</em> <em>servicing</em>. \n\n\n\n4."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[21.992636,"12565620"]},{"_index":"complaint-public-v1","_id":"15194116","_score":21.983444,"_source":{"product":"Mortgage","complaint_what_happened":"I have forwarded numerous, qualified notices of error to MidFirst Bank XXXXXXXX XXXX ( see attached summaries ). The entities have not resolved any of their servicing errors and fail to comply with rules, regulations and laws related to FHA mortgage loan servicing, including dispute and error resolution.\n\nTherefore, the service errors are intentional and with intent to defraud and embezzle loan funds from the mortgage and escrow accounts by misapplying mortgage payments, partial payments, interest payments, principal payments, escrow payments and and by reporting fraudulent loan information to the federal government.\n\nThe figures reported on the Annual Tax and Interest Statements ( Forms 1098 ) and the Annual Escrow Statements substantiate the claim, and the supporting documents are attached.","date_sent_to_company":"2025-09-04T13:21:59.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"63031","tags":"Older American","has_narrative":true,"complaint_id":"15194116","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MIDFIRST BANK","date_received":"2025-08-10T20:54:05.000Z","state":"MO","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":["Therefore, the <em>service</em> errors are intentional and with intent to defraud and embezzle <em>loan</em> funds from the <em>mortgage</em> and <em>escrow</em> <em>accounts</em> by misapplying <em>mortgage</em> payments, partial payments, interest payments, principal payments, <em>escrow</em> payments and and by reporting fraudulent <em>loan</em> information to the federal government.\n\nThe figures reported on the Annual Tax and Interest Statements ( Forms 1098 ) and the Annual <em>Escrow</em> Statements substantiate the claim, and the supporting documents are attached."],"product":["<em>Mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[21.983444,"15194116"]},{"_index":"complaint-public-v1","_id":"7922665","_score":21.946,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting a complaint against my current mortgage servicer, Freedom Mortgage. I originated and closed a loan with XXXX XXXX  on XX/XX/2023. My loan was then transferred to Freedom Mortgage on XX/XX/2023. \n\n\nI had received a tax bill in the mail and had reached out to XXXXXXXX XXXX regarding this as we have an escrow account within our mortgage to have taxes and insurance paid out by the mortgage company. I also provided my most current mortgage statement to them, and after further looking into the statement, it shows that Freedom Mortgage was only collecting for Insurance and not taxes. \n\n\n\nAfter looking at our Closing paperwork, myself, and a representative from XXXX XXXX reached out to Freedom Mortgage to see as to why they are not collecting for Taxes. Freedom admitted that it was a servicing error on their end that taxes were removed from escrow. Freedom did not have an answer as to why they had removed taxes from the escrow account. Freedom will now start to escrow for taxes for the future and have the current tax bill be paid out of my escrow. However, Freedom confirmed that an escrow analysis will be ran next year in XXXX and because I was paying a lower amount into escrow, I will now have a shortage in my escrow account, which will impact my payment and increase it.","date_sent_to_company":"2023-11-30T00:04:31.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"242XX","tags":"Servicemember","has_narrative":true,"complaint_id":"7922665","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2023-11-29T23:58:33.000Z","state":"VA","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 submitting a complaint against my current <em>mortgage</em> <em>servicer</em>, Freedom <em>Mortgage</em>. I originated and closed a <em>loan</em> with XXXX XXXX  on XX/XX/2023. My <em>loan</em> was then transferred to Freedom <em>Mortgage</em> on XX/XX/2023. \n\n\nI had received a tax bill in the mail and had reached out to XXXXXXXX XXXX regarding this as we have an <em>escrow</em> <em>account</em> within our <em>mortgage</em> to have taxes and insurance paid out by the <em>mortgage</em> company."],"product":["<em>Mortgage</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[21.946,"7922665"]},{"_index":"complaint-public-v1","_id":"2758885","_score":21.929373,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage servicer was recently changed to XXXX ( specialized loan servicing llc ) mortgage servicing. They acquired my mortgage from XXXX XXXX in XXXX. I have a conventional loan with a loan to value ratio of more than XXXX percent. This means that I do not need an escrow account at all and I signed the closing documents showing this. \n\nBack in XXXX of XXXX I purchased a flood insurance policy as requested by XXXX XXXX and gave them the proof of food insurance. I purchased a policy starting in XXXX and ending in XXXX. Specialized loan service was faxed a copy and verified they do have it on file. They still increased my fixed mortgage payment, ( which was XXXX XXXX & increased it to XXXX. They created a escrow account and are now charging me as if I dont have flood insurance. Ive attempted over 4 times to speak with them over the phone but they hang up on me or leave on hold for several hours. I feel this is illegal especially since I have proof of my paid off flood insurance policy and paperwork showing I would not have an escrow account when created the loan. I am requesting a full internal review of this company who seem to prey their customers. \n\nXXXX refuses to work with me or help me with this issue. They can not force escrow upon me for a service I already have! I already have flood insurance active since XXXX XXXX! This is before they were servicing my loan!!","date_sent_to_company":"2017-12-19T06:49:16.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"78541","tags":null,"has_narrative":true,"complaint_id":"2758885","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2017-12-19T01:22:04.000Z","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":["My <em>mortgage</em> <em>servicer</em> was recently changed to XXXX ( specialized <em>loan</em> <em>servicing</em> llc ) <em>mortgage</em> <em>servicing</em>. They acquired my <em>mortgage</em> from XXXX XXXX in XXXX. I have a conventional <em>loan</em> with a <em>loan</em> to value ratio of more than XXXX percent. This means that I do not need an <em>escrow</em> <em>account</em> at all and I signed the closing documents showing this. \n\nBack in XXXX of XXXX I purchased a flood insurance policy as requested by XXXX XXXX and gave them the proof of food insurance."],"product":["<em>Mortgage</em>"],"company":["Specialized <em>Loan</em> <em>Servicing</em> Holdings LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[21.929373,"2758885"]},{"_index":"complaint-public-v1","_id":"3837000","_score":21.901665,"_source":{"product":"Mortgage","complaint_what_happened":"hello sirs, I have a conventional mortgage that was taken out with XXXX XXXX, they sold it to other servicers, i never had any prior issues, as i pay my mortgage timely monthly and pay for years now my property taxes and insurance directly to the state and insurance company as is agreed upon in the mortgage documents, all of a sudden a new servicer took over the loan servicing, dovenmuehle mortgage loan servicing, and i was harassed immediately on them opening an excrow account to pay my taxes, i responded to them in writing telling them that i did not authorized any escrow account on my mortgage and that i would pay the taxes directly as i done for years, they did not respect my wishes and opened an escrow account paid the taxes with out my consent and are doubling my monthly mortgage payment to {$4600.00} dollars monthly from {$2300.00} and taxes are only {$490.00} dollars per month etc expenses and want to escrow over {$10000.00} dollars in escrow. this is all done to force me to default and loose my property in an unclean hands action against me.. where fore i need the CFPB to investigate this matter and take actions against this mortgage servicer.","date_sent_to_company":"2020-09-09T12:29:45.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33463","tags":null,"has_narrative":true,"complaint_id":"3837000","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2020-09-09T12:13:50.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["hello sirs, I have a conventional <em>mortgage</em> that was taken out with XXXX XXXX, they sold it to other <em>servicers</em>, i never had any prior issues, as i pay my <em>mortgage</em> timely monthly and pay for years now my property taxes and insurance directly to the state and insurance company as is agreed upon in the <em>mortgage</em> documents, all of a sudden a new <em>servicer</em> took over the <em>loan</em> <em>servicing</em>, dovenmuehle <em>mortgage</em> <em>loan</em> <em>servicing</em>, and i was harassed immediately on them opening an excrow <em>account</em> to pay my taxes, i"],"product":["<em>Mortgage</em>"],"company":["Dovenmuehle <em>Mortgage</em>, Inc."],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[21.901665,"3837000"]},{"_index":"complaint-public-v1","_id":"18415454","_score":21.894402,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing a complaint regarding my mortgage servicer, CMG Home Loans, related to improper mortgage servicing on Loan Number : XXXX ( CMG Case Number : XXXX ). \n\nWithout my consent and without any prior written or verbal communication, CMG Home Loans initiated or modified an escrow account, which directly caused an increase in my monthly mortgage payment. Had I been notified, I would have immediately provided proof of fully paid property taxes and continuous homeowners insurance to prevent escrow from being started or adjusted. \n\nMy original monthly mortgage payment was {$2500.00}. In XXXX, CMG increased my payment to {$2900.00}, and beginning XXXX and continuing thereafter, my required monthly payment has been {$2800.00}. These increases were implemented without advance notice, consent, or a written explanation. I have never missed a mortgage payment and have never missed any property tax or insurance payment. \n\nI have a conventional mortgage loan and have demonstrated that : My homeowners insurance has been continuously active with no lapse or gap in coverage, and premiums are fully paid. \n\nMy property taxes have been paid in full. \n\nI have an excellent payment history with no delinquencies. \n\nMy loan-to-value ratio meets CMGs stated criteria for escrow waiver. \n\nDespite this, CMG Home Loans increased my payment and continues to collect escrow without justification. I have repeatedly requested a written escrow accounting and itemized explanation showing the basis for these payment changes, but none has been provided.\n\nSince the escrow account was initiated, I have submitted more than four escrow removal requests through CMGs online portal and sent more than ten separate emails, each time attaching proof of paid insurance and property taxes. CMG has not provided a single written response to any of these requests.\n\nIn multiple phone calls, CMG representatives verbally stated that the escrow account would be removed, yet no action has been taken. The escrow account remains active, my payment has not been restored to {$2500.00}, and no refund of escrow funds has been issued. \n\nI am also unable to access my full payment history and account documents in CMGs online portal due to persistent system errors, further preventing me from verifying escrow activity or payment changes.\n\nCMG Home Loans actions constitute improper mortgage servicing, including initiating escrow without notice or consent, increasing monthly payments without explanation, failing to respond to repeated written communications, providing misleading verbal assurances, and continuing to collect unauthorized escrow funds.\n\nI am requesting that the CFPB require CMG Home Loans to : Immediately remove the escrow account for Loan Number XXXX ; Restore my monthly mortgage payment to the original amount of {$2500.00} ; Refund all escrow funds collected to date as a result of the unauthorized escrow account ; and Provide a complete written escrow accounting and itemized explanation of all escrow-related charges and collections. \n\nPlease have CMG Home Loans contact me by email or phone only. I do not consent to communication by physical mail or letters. \n\nI am seeking prompt resolution and written confirmation.","date_sent_to_company":"2026-01-02T07:07:59.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"18415454","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CMG Financial Services, Inc.","date_received":"2026-01-02T06:31:20.000Z","state":null,"company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I am filing a complaint regarding my <em>mortgage</em> <em>servicer</em>, CMG Home <em>Loans</em>, related to improper <em>mortgage</em> <em>servicing</em> on <em>Loan</em> Number : XXXX ( CMG Case Number : XXXX ). \n\nWithout my consent and without any prior written or verbal communication, CMG Home <em>Loans</em> initiated or modified an <em>escrow</em> <em>account</em>, which directly caused an increase in my monthly <em>mortgage</em> payment."],"product":["<em>Mortgage</em>"],"company":["CMG Financial <em>Services</em>, Inc."],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[21.894402,"18415454"]},{"_index":"complaint-public-v1","_id":"3431225","_score":21.89421,"_source":{"product":"Mortgage","complaint_what_happened":"I received a settlement check from my homeowners insurer to settle a homeowners claim on XX/XX/XXXX in the amount of {$45000.00}. The check was made payable to me and my mortgage servicer at the time, XXXX. XXXX was holding the insurance claim funds in escrow pending completion of repairs. On XX/XX/XXXX, before repairs were completed, my mortgage including the insurance claim escrow account were transferred to a new servicer LoanCare LLC. I contacted LoanCare LLC on XX/XX/XXXX and spoke to XXXX XXXX who confirmed that LoanCare LLC received the insurance claim escrow account with a remaining balance of {$35000.00} ( some of the repairs were completed and paid from the escrow account before it was transferred to LoanCare LLC ). XXXX XXXX also advised me that once the mortgage is paid in full, the entire balance in the insurance claim escrow account would be released in the form of a flat disbursement to me. I have now sold the property in question and paid off the mortgage with LoanCare LLC in full on XX/XX/XXXX. I paid for pending repairs to the property with my own funds to avoid delay in closing on the sale of the property. I contacted LoanCare LLC on XX/XX/XXXX to request disbursement of the funds they were holding in the insurance claim escrow account and spoke to XXXX XXXX who informed me that LoanCare LLC WILL NOT disburse the funds in the account to me.","date_sent_to_company":"2019-11-07T13:34:06.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"321XX","tags":null,"has_narrative":true,"complaint_id":"3431225","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2019-11-07T13:07:38.000Z","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":["The check was made payable to me and my <em>mortgage</em> <em>servicer</em> at the time, XXXX. XXXX was holding the insurance claim funds in <em>escrow</em> pending completion of repairs. On XX/XX/XXXX, before repairs were completed, my <em>mortgage</em> including the insurance claim <em>escrow</em> <em>account</em> were transferred to a new <em>servicer</em> <em>Loan</em>Care LLC."],"product":["<em>Mortgage</em>"],"company":["<em>Loan</em>Care, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[21.89421,"3431225"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":5789,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":5789}]}},"product":{"doc_count":5789,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":5312,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":2970},{"key":"FHA mortgage","doc_count":909},{"key":"VA mortgage","doc_count":593},{"key":"Conventional fixed mortgage","doc_count":399},{"key":"Other type of 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