{"took":189,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":5093,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"1781868","_score":26.177761,"_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 <em>payments</em> 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 <em>payments</em> 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>, <em>payments</em>, <em>escrow</em> <em>account</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[26.177761,"1781868"]},{"_index":"complaint-public-v1","_id":"10603096","_score":25.292173,"_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":["However, Specialized <em>Loan</em> <em>Servicing</em> had already requested an increase in our <em>payments</em> to cover the <em>escrow</em> shortfall. The new <em>payment</em> amount was {$1800.00}. \n\nSpecialized <em>Loan</em> <em>Servicing</em> transferred our <em>loan</em> to Shellpoint <em>Mortgage</em> approximately XX/XX/XXXX."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Payment</em> process"]},"sort":[25.292173,"10603096"]},{"_index":"complaint-public-v1","_id":"19024859","_score":25.187557,"_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> <em>payment</em> 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 <em>payments</em>, as confirmed by my lender."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"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":[25.187557,"19024859"]},{"_index":"complaint-public-v1","_id":"15672000","_score":25.066654,"_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":["I am filing this complaint against my current <em>mortgage</em> <em>servicer</em>, Mr. Cooper ( Nationstar <em>Mortgage</em> LLC, doing business as Lakeview <em>Loan</em> <em>Servicing</em> ), regarding what I believe to be unfair and deceptive <em>escrow</em> practices that have resulted in a steep and unreasonable increase in my monthly <em>mortgage</em> <em>payment</em>. My <em>mortgage</em> <em>loan</em> has now been transferred four times between different <em>servicers</em>, and with each transfer, the <em>servicing</em> practices have become more confusing and burdensome. Since Mr."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["VA <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[25.066654,"15672000"]},{"_index":"complaint-public-v1","_id":"20616637","_score":24.991749,"_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 <em>payments</em> 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 <em>payment</em> cleared my bank <em>account</em> and was received by the <em>servicer</em>. I then submitted an additional {$0.00} <em>payment</em> to ensure the balance was fully satisfied. Both <em>payments</em> have cleared my bank <em>account</em> and have been received by the <em>servicer</em>."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["Paying off the <em>loan</em>"]},"sort":[24.991749,"20616637"]},{"_index":"complaint-public-v1","_id":"15194116","_score":24.916403,"_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> <em>payments</em>, partial <em>payments</em>, interest <em>payments</em>, principal <em>payments</em>, <em>escrow</em> <em>payments</em> 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>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["<em>Payment</em> process"]},"sort":[24.916403,"15194116"]},{"_index":"complaint-public-v1","_id":"4245757","_score":24.77594,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Per XXXX customer service, I disputed this account with each credit bureau several times, requesting that the 30 day late payment be removed. For each dispute, the 30 day late payment was verified as accurate. I recently received a letter stating that after review of my account, it was determined the information was reported as accurate. I strongly dispute the recorded 30 day late payment in XXXX. \n\nA payment was made on XX/XX/2020 and two payments were made XX/XX/2020 and XX/XX/2020. During this period in time, the escrow on my loan was in the process of being removed. \n\nA bit of background : when the loan was originated, I opted out of escrow. However, several months ago, escrow was added to my account, causing my loan payment to increase. I repeatedly requested to have the escrow removed, as Ive elected to pay my home owners insurance and property taxes separate from my mortgage loan. After speaking with the escrow department and several customer service representatives, as documented by XXXX  representatives, I followed the process to have the escrow removed ( satisfying the escrow balance and sending signed letters to request that escrow be waived ). I was assured that escrow would be corrected and removed. I was then instructed to make my normal mortgage payment, sans escrow. \n\nOn XX/XX/2020, XXXX  received my mortgage payment sans escrow. XXXX has a 17 day grace period where as a payment is considered late if it is received after the XXXX of the month. A late fee was was charged to my account ( and later waived ) because of the initial back and forth with customer service representatives instructing me to wait before paying my mortgage payment until escrow was properly removed. I was told that paying a different amount than what the system was displaying may cause my payment to be returned to me. The XX/XX/2020 loan payment was subsequently returned to me because the escrow had not been removed from my loan as I was assured and my account still showed that I owed a loan amount which included escrow. \n\nUpon contacting XXXX about the returned payment, they assured me that the escrow had been removed from my account and I could resubmit the payment, sans escrow. I resubmitted my payment and on XX/XX/2020, XXXX received and applied my XXXX mortgage payment to my account. On XX/XX/2020, XXXX received and applied my XXXX mortgage payment to my account. \n\nSince this loan was originated, I have made each of my mortgage payments timely and have never been 30 or more days late. While dealing with the effects of COVID-19, I have worked extremely hard to stay afloat and not let any of my financial responsibilities fall behind or suffer adversely. Receiving a 30 day late payment on my XXXX mortgage account ( I have never been late for any accounts that are reported on my credit ) has ruined my credit and has caused creditors to decrease my credit lines on several of my accounts because my credit scores severely suffered with the 30 day late payment that is currently being incorrectly reported on my mortgage account with XXXX.","date_sent_to_company":"2021-03-25T20:57:03.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"30013","tags":null,"has_narrative":true,"complaint_id":"4245757","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2021-03-25T20:56:57.000Z","state":"GA","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":["The XX/XX/2020 <em>loan</em> <em>payment</em> was subsequently returned to me because the <em>escrow</em> had not been removed from my <em>loan</em> as I was assured and my <em>account</em> still showed that I owed a <em>loan</em> amount which included <em>escrow</em>. \n\nUpon contacting XXXX about the returned <em>payment</em>, they assured me that the <em>escrow</em> had been removed from my <em>account</em> and I could resubmit the <em>payment</em>, sans <em>escrow</em>. I resubmitted my <em>payment</em> and on XX/XX/2020, XXXX received and applied my XXXX <em>mortgage</em> <em>payment</em> to my <em>account</em>."],"sub_issue":["<em>Account</em> information incorrect"]},"sort":[24.77594,"4245757"]},{"_index":"complaint-public-v1","_id":"18415454","_score":24.774488,"_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> <em>payment</em>."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["CMG Financial <em>Services</em>, Inc."],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[24.774488,"18415454"]},{"_index":"complaint-public-v1","_id":"3394496","_score":24.700777,"_source":{"product":"Mortgage","complaint_what_happened":"There is a serious mishandling of our escrow account. The mortgage payment on our house is originally {$1400.00}. We bought our own Flood insurance policy for our house in XXXX XX/XX/XXXX and submitted the documents to Specialized Loan Services so they would have them on file. This Flood insurance was paid in full by us the homeowner and so there would not be a payment that would come out of our escrow account to pay for it. Specialized Loan Services still ending up sending out a payment to the Flood insurance company from our escrow account which put us into a deficit. We spoke with them on Mon, XXXX XXXX to let them know they had made and error as we had already paid our Flood policy in full. They should not of made a payment and they would need to credit that amount back into our escrow account. They had us pay our regular payment of {$1400.00}. Specialized Loan Services said it would be fixed it and it would not affect our mortgage payment. We then received a letter from Specialized Loan Services in XXXX that our XXXX mortgage payment would be {$1600.00}. due to the deficit in escrow. We called and spoke with them on Tue, XX/XX/XXXX and they told us they would run an escrow analysis and to just go ahead and pay the {$1600.00}. They assured us they would have this issue fixed by the time our next mortgage payment came. We again have received another statement that our mortgage payment for XXXX will be {$1600.00}. We called them today XX/XX/XXXX to discuss the errors in escrow and it seems this company just can not get it together. They never ran a new escrow analysis when we spoke to them last like they said they would. The company said they would really run it this time. I can not afford to keep paying an extra XXXX $ a month for their errors. I am on a tight budget as it is and I am afraid I will not be able to afford my mortgage payment this month if they can not fix this error.","date_sent_to_company":"2019-10-03T17:33:30.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"337XX","tags":null,"has_narrative":true,"complaint_id":"3394496","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2019-10-03T16:15:14.000Z","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":["Specialized <em>Loan</em> <em>Services</em> said it would be fixed it and it would not affect our <em>mortgage</em> <em>payment</em>. We then received a letter from Specialized <em>Loan</em> <em>Services</em> in XXXX that our XXXX <em>mortgage</em> <em>payment</em> would be {$1600.00}. due to the deficit in <em>escrow</em>. We called and spoke with them on Tue, XX/XX/XXXX and they told us they would run an <em>escrow</em> analysis and to just go ahead and pay the {$1600.00}. They assured us they would have this issue fixed by the time our next <em>mortgage</em> <em>payment</em> came."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["Specialized <em>Loan</em> <em>Servicing</em> Holdings LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[24.700777,"3394496"]},{"_index":"complaint-public-v1","_id":"4246138","_score":24.695599,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Per Amerihome customer service, I disputed this account with each credit bureau several times, requesting that the 30 day late payment be removed. For each dispute, the 30 day late payment was verified as accurate. I recently received a letter stating that after review of my account, it was determined the information was reported as accurate. I strongly dispute the recorded 30 day late payment in XXXX. \n\nA payment was made on XX/XX/2020 and two payments were made XX/XX/2020 and XX/XX/2020. During this period in time, the escrow on my loan was in the process of being removed. \n\nA bit of background : when the loan was originated, I opted out of escrow. However, several months ago, escrow was added to my account, causing my loan payment to increase. I repeatedly requested to have the escrow removed, as Ive elected to pay my home owners insurance and property taxes separate from my mortgage loan. After speaking with the escrow department and several customer service representatives, as documented by Amerihome representatives, I followed the process to have the escrow removed ( satisfying the escrow balance and sending signed letters to request that escrow be waived ). I was assured that escrow would be corrected and removed. I was then instructed to make my normal mortgage payment, sans  escrow. \n\nOn XX/XX/2020, Amerihome received my mortgage payment sans escrow. Amerihome has a 17 day grace period where as a payment is considered late if it is received after the XXXX of the month. A late fee was was charged to my account ( and later waived ) because of the initial back and forth with customer service representatives instructing me to wait before paying my mortgage payment until escrow was properly removed. I was told that paying a different amount than what the system was displaying may cause my payment to be returned to me. The XX/XX/2020 loan payment was subsequently returned to me because the escrow had not been removed from my loan as I was assured and my account still showed that I owed a loan amount which included escrow. \n\nUpon contacting Amerihome about the returned payment, they assured me that the escrow had been removed from my account and I could resubmit the payment, sans escrow. I resubmitted my payment and on XX/XX/2020, Amerihome received and applied my XXXX mortgage payment to my account. On XX/XX/2020, Amerihome received and applied my XXXX mortgage payment to my account. \n\nSince this loan was originated, I have made each of my mortgage payments timely and have never been 30 or more days late. While dealing with the effects of COVID-19, I have worked extremely hard to stay afloat and not let any of my financial responsibilities fall behind or suffer adversely. Receiving a 30 day late payment on my Amerihome mortgage account ( I have never been late for any accounts that are reported on my credit ) has ruined my credit and has caused creditors to decrease my credit lines on several of my accounts because my credit scores severely suffered with the 30 day late payment that is currently being incorrectly reported on my mortgage account with Amerihome.","date_sent_to_company":"2021-03-25T20:56:52.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"30013","tags":null,"has_narrative":true,"complaint_id":"4246138","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AmeriHome Mortgage Company, LLC","date_received":"2021-03-25T19:33:11.000Z","state":"GA","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["The XX/XX/2020 <em>loan</em> <em>payment</em> was subsequently returned to me because the <em>escrow</em> had not been removed from my <em>loan</em> as I was assured and my <em>account</em> still showed that I owed a <em>loan</em> amount which included <em>escrow</em>. \n\nUpon contacting Amerihome about the returned <em>payment</em>, they assured me that the <em>escrow</em> had been removed from my <em>account</em> and I could resubmit the <em>payment</em>, sans <em>escrow</em>. I resubmitted my <em>payment</em> and on XX/XX/2020, Amerihome received and applied my XXXX <em>mortgage</em> <em>payment</em> to my <em>account</em>."],"company":["AmeriHome <em>Mortgage</em> Company, LLC"],"sub_issue":["<em>Account</em> information incorrect"]},"sort":[24.695599,"4246138"]},{"_index":"complaint-public-v1","_id":"4245756","_score":24.695599,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Per XXXX customer service, I disputed this account with each credit bureau several times, requesting that the 30 day late payment be removed. For each dispute, the 30 day late payment was verified as accurate. I recently received a letter stating that after review of my account, it was determined the information was reported as accurate. I strongly dispute the recorded 30 day late payment in XXXX. \n\nA payment was made on XX/XX/2020 and two payments were made XX/XX/2020 and XX/XX/2020. During this period in time, the escrow on my loan was in the process of being removed. \n\nA bit of background : when the loan was originated, I opted out of escrow. However, several months ago, escrow was added to my account, causing my loan payment to increase. I repeatedly requested to have the escrow removed, as Ive elected to pay my home owners insurance and property taxes separate from my mortgage loan. After speaking with the escrow department and several customer service representatives, as documented by XXXX representatives, I followed the process to have the escrow removed ( satisfying the escrow balance and sending signed letters to request that escrow be waived ). I was assured that escrow would be corrected and removed. I was then instructed to make my normal mortgage payment, sans escrow. \n\nOn XX/XX/2020, XXXX received my mortgage payment sans escrow. XXXX has a 17 day grace period where as a payment is considered late if it is received after the XXXX of the month. A late fee was was charged to my account ( and later waived ) because of the initial back and forth with customer service representatives instructing me to wait before paying my mortgage payment until escrow was properly removed. I was told that paying a different amount than what the system was displaying may cause my payment to be returned to me. The XX/XX/2020 loan payment was subsequently returned to me because the escrow had not been removed from my loan as I was assured and my account still showed that I owed a loan amount which included escrow. \n\nUpon contacting XXXX about the returned payment, they assured me that the escrow had been removed from my account and I could resubmit the payment, sans escrow. I resubmitted my payment and on XX/XX/2020, XXXX received and applied my XXXX mortgage payment to my account. On XX/XX/2020, XXXX received and applied my XXXX mortgage payment to my account. \n\nSince this loan was originated, I have made each of my mortgage payments timely and have never been 30 or more days late. While dealing with the effects of COVID-19, I have worked extremely hard to stay afloat and not let any of my financial responsibilities fall behind or suffer adversely. Receiving a 30 day late payment on my XXXX mortgage account ( I have never been late for any accounts that are reported on my credit ) has ruined my credit and has caused creditors to decrease my credit lines on several of my accounts because my credit scores severely suffered with the 30 day late payment that is currently being incorrectly reported on my mortgage account with XXXX.","date_sent_to_company":"2021-03-25T20:57:03.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"30013","tags":null,"has_narrative":true,"complaint_id":"4245756","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2021-03-25T20:56:57.000Z","state":"GA","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["The XX/XX/2020 <em>loan</em> <em>payment</em> was subsequently returned to me because the <em>escrow</em> had not been removed from my <em>loan</em> as I was assured and my <em>account</em> still showed that I owed a <em>loan</em> amount which included <em>escrow</em>. \n\nUpon contacting XXXX about the returned <em>payment</em>, they assured me that the <em>escrow</em> had been removed from my <em>account</em> and I could resubmit the <em>payment</em>, sans <em>escrow</em>. I resubmitted my <em>payment</em> and on XX/XX/2020, XXXX received and applied my XXXX <em>mortgage</em> <em>payment</em> to my <em>account</em>."],"sub_issue":["<em>Account</em> information incorrect"]},"sort":[24.695599,"4245756"]},{"_index":"complaint-public-v1","_id":"4245755","_score":24.695599,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Per XXXX customer service, I disputed this account with each credit bureau several times, requesting that the 30 day late payment be removed. For each dispute, the 30 day late payment was verified as accurate. I recently received a letter stating that after review of my account, it was determined the information was reported as accurate. I strongly dispute the recorded 30 day late payment in XXXX. \n\nA payment was made on XX/XX/2020 and two payments were made XX/XX/2020 and XX/XX/2020. During this period in time, the escrow on my loan was in the process of being removed. \n\nA bit of background : when the loan was originated, I opted out of escrow. However, several months ago, escrow was added to my account, causing my loan payment to increase. I repeatedly requested to have the escrow removed, as Ive elected to pay my home owners insurance and property taxes separate from my mortgage loan. After speaking with the escrow department and several customer service representatives, as documented by XXXX representatives, I followed the process to have the escrow removed ( satisfying the escrow balance and sending signed letters to request that escrow be waived ). I was assured that escrow would be corrected and removed. I was then instructed to make my normal mortgage payment, sans escrow. \n\nOn XX/XX/2020, XXXX received my mortgage payment sans escrow. XXXX has a 17 day grace period where as a payment is considered late if it is received after the XXXX of the month. A late fee was was charged to my account ( and later waived ) because of the initial back and forth with customer service representatives instructing me to wait before paying my mortgage payment until escrow was properly removed. I was told that paying a different amount than what the system was displaying may cause my payment to be returned to me. The XX/XX/2020 loan payment was subsequently returned to me because the escrow had not been removed from my loan as I was assured and my account still showed that I owed a loan amount which included escrow. \n\nUpon contacting XXXX about the returned payment, they assured me that the escrow had been removed from my account and I could resubmit the payment, sans escrow. I resubmitted my payment and on XX/XX/2020, XXXX received and applied my XXXX mortgage payment to my account. On XX/XX/2020, XXXX received and applied my XXXX mortgage payment to my account. \n\nSince this loan was originated, I have made each of my mortgage payments timely and have never been 30 or more days late. While dealing with the effects of COVID-19, I have worked extremely hard to stay afloat and not let any of my financial responsibilities fall behind or suffer adversely. Receiving a 30 day late payment on my XXXX mortgage account ( I have never been late for any accounts that are reported on my credit ) has ruined my credit and has caused creditors to decrease my credit lines on several of my accounts because my credit scores severely suffered with the 30 day late payment that is currently being incorrectly reported on my mortgage account with XXXX.","date_sent_to_company":"2021-03-25T20:57:03.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"30013","tags":null,"has_narrative":true,"complaint_id":"4245755","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-03-25T20:56:57.000Z","state":"GA","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":["The XX/XX/2020 <em>loan</em> <em>payment</em> was subsequently returned to me because the <em>escrow</em> had not been removed from my <em>loan</em> as I was assured and my <em>account</em> still showed that I owed a <em>loan</em> amount which included <em>escrow</em>. \n\nUpon contacting XXXX about the returned <em>payment</em>, they assured me that the <em>escrow</em> had been removed from my <em>account</em> and I could resubmit the <em>payment</em>, sans <em>escrow</em>. I resubmitted my <em>payment</em> and on XX/XX/2020, XXXX received and applied my XXXX <em>mortgage</em> <em>payment</em> to my <em>account</em>."],"sub_issue":["<em>Account</em> information incorrect"]},"sort":[24.695599,"4245755"]},{"_index":"complaint-public-v1","_id":"2838548","_score":24.620373,"_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 <em>payment</em> history for both <em>loans</em>. I have called 7 times and requested <em>payment</em> 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>"],"issue":["Trouble during <em>payment</em> process"],"company":["PHH <em>Mortgage</em> <em>Services</em> Corporation"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[24.620373,"2838548"]},{"_index":"complaint-public-v1","_id":"1869922","_score":24.617146,"_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 <em>payment</em> 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> <em>payment</em>."],"product":["<em>Mortgage</em>"],"issue":["<em>Loan</em> <em>servicing</em>, <em>payments</em>, <em>escrow</em> <em>account</em>"],"company":["NATIONSTAR <em>MORTGAGE</em> LLC"],"sub_product":["Conventional fixed <em>mortgage</em>"]},"sort":[24.617146,"1869922"]},{"_index":"complaint-public-v1","_id":"1348397","_score":24.55342,"_source":{"product":"Mortgage","complaint_what_happened":"Due to a financial hardship when I purchased and had installed a new furnace I requested a loan modification in XXXX XXXX through XXXX ( XXXX ) with IndyMac Mortgage Company. IndyMac requested from me the same documention and information over and over again, with no resolution as of XXXX XXXX. Due to the financial hardship my mortgage was behind by XXXX payments. Upon sending my XXXX payment which was late the payment was returned. The lender was not working with me, would not accept my payments and by XXXX XXXX I received foreclosure documentation to be effective XXXX XXXX, XXXX. One week prior to foreclosure I received a XXXX alternative trial loan modification with IndyMac in XXXX XXXX on an original loan balance of {$72000.00} with a monthly payment of {$700.00}. The trial loan modification required that I paid {$500.00} for XXXX to XXXX and a permanent modification would be granted if I was in full compliance. A full modification was granted in XXXX XXXX with an unpaid principal balance now of {$77000.00}. There was an escrow shortage in the amount of {$1100.00} with the monthly payment of this shortage to be paid over a five-year ( 60 months ) period. This monthly payment has been already included in the monthly escrow payment. Review of OCWEN 's Annual Escrow Account Disclosure Statement Account History now reflects a NewLoan Setup Fee and which there should be no modification fee. This is not a new loan and assignment or transfer of this loan from the previous servicer, IndyMac to Ocwen effective XXXX XXXX, XXXX does not warrant the fee assessed to this loan. My escrow is to be used for taxes and insurance and this servicer by federal lending guidelines are now violating fair lending laws and are exhibiting predatory violations. Communication with OCWEN has been tedious and frustrating because I initially responded in XXXX and their response in XXXX XXXX is as follows. Please be advised that the servicing of the loan was relocated from XXXX Ocwen servicing location to another on XXXX XXXX, XXXX, with a negative escrow balance of {$790.00}. OCWEN caused the negative escrow balance when charged the NewLoan Setup Fee. This is not a new loan and relocation from XXXX Ocwen servicing location to another is an OCWEN charge not a charge to the consumer or customer. This act is predatory and the loan modification clearly states that the escrow shortage on this loan is included in my current payment. Additionally, my mortgage payment changed, in XXXX, it was {$500.00} and in XXXX it went down to {$490.00}. OCWEN 's attempt to assess 18 months later an unauthorized charge to my escrow that only allows for taxes and insurance is a predatory act and blatant violation of Fair Housing, Fair Lending and Mortgage Servicing Laws and is illegal. In summary the prior Loan Servicer, IndyMac Mortgage Services verified that this is a loan transfer effective XXXX/XXXX/XXXX and transfer of the servicing of this loan does not affect any term or condition of the mortgage contract.","date_sent_to_company":"2015-04-27T17:30:02.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"631XX","tags":null,"has_narrative":true,"complaint_id":"1348397","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2015-04-27T17:30:01.000Z","state":"MO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["There was an <em>escrow</em> shortage in the amount of {$1100.00} with the monthly <em>payment</em> of this shortage to be paid over a five-year ( 60 months ) period. This monthly <em>payment</em> has been already included in the monthly <em>escrow</em> <em>payment</em>. Review of OCWEN 's Annual <em>Escrow</em> <em>Account</em> Disclosure Statement <em>Account</em> History now reflects a New<em>Loan</em> Setup Fee and which there should be no modification fee."],"product":["<em>Mortgage</em>"],"issue":["<em>Loan</em> <em>servicing</em>, <em>payments</em>, <em>escrow</em> <em>account</em>"],"sub_product":["Conventional fixed <em>mortgage</em>"]},"sort":[24.55342,"1348397"]},{"_index":"complaint-public-v1","_id":"2860944","_score":24.467997,"_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":["When we started the trial period there was no mention of adding an <em>escrow</em> <em>account</em> to the <em>loans</em>. In addition, the trial period <em>payments</em> did not include funds for <em>escrow</em>. <em>Escrow</em> <em>accounts</em> were then added to the <em>loan</em> at some point during the trial period without any notification. I have since brought all <em>loans</em> current and requested that the <em>escrow</em> <em>accounts</em> be removed from the <em>mortgage</em> <em>accounts</em>."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[24.467997,"2860944"]},{"_index":"complaint-public-v1","_id":"11929261","_score":24.36698,"_source":{"product":"Mortgage","complaint_what_happened":"We have always had an escrow account with our loan. Shockingly, at some point when PHH Mortgage took over as the servicer for my loan, they started to misapply my escrow payments towards principal reductions. There was no reason for this, other than bank error. This led to creating an escrow shortage in my account and increasing my monthly payment when they did their escrow analysis.\n\nWhen we discovered that payments were mis-applied, i called my previous servicer, PHH Mortgage , to resolve the issue. At this point, they said that it wasn't their responsibility anymore since servicing had been transferred to XXXX XXXX. Then I called XXXX XXXX to have my loan corrected and they said it wasn't their responsibility since the errors were made by the previous servicer. \n\nAfter doing some research and comparing my amortization schedule with my current principal balance, there is {$2800.00} in principal reductions that never should have taken place. These mortgage servicers have admitted fault but provided no resolution to the problem. \n\nPlease see mortgage statement dated XX/XX/year> attached. Specifically look at the explanation/breakdown of amount due. Then look at how the past payment was applied.","date_sent_to_company":"2025-02-04T19:13:58.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"40502","tags":null,"has_narrative":true,"complaint_id":"11929261","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2025-02-04T18:28:20.000Z","state":"KY","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":["We have always had an <em>escrow</em> <em>account</em> with our <em>loan</em>. Shockingly, at some point when PHH <em>Mortgage</em> took over as the <em>servicer</em> for my <em>loan</em>, they started to misapply my <em>escrow</em> <em>payments</em> towards principal reductions. There was no reason for this, other than bank error. This led to creating an <em>escrow</em> shortage in my <em>account</em> and increasing my monthly <em>payment</em> when they did their <em>escrow</em> analysis."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["Trying to communicate with the company to fix an issue while managing or <em>servicing</em> your <em>loan</em>"]},"sort":[24.36698,"11929261"]},{"_index":"complaint-public-v1","_id":"19117499","_score":24.315132,"_source":{"product":"Mortgage","complaint_what_happened":"Issue : Problems with mortgage servicing / Escrow / Incorrect information on credit report / Loan transfer issues I am experiencing serious and unresolved errors related to the servicing and transfer of my mortgage loan to PHH Mortgage. Despite making payments consistently, my account reflects inaccurate information, and key aspects of the loan transfer and escrow handling do not make sense and have not been explained. \n\nThe primary issues are as follows : XXXX. Improper or unclear loan transfer : My mortgage was transferred to PHH Mortgage ; however, PHH does not appear on my credit report at all, despite PHH claiming servicing authority and issuing delinquency-related communications. This inconsistency raises serious concerns about reporting accuracy and servicing legitimacy. \n2. Escrow and insurance discrepancies : My homeowners insurance is paid through escrow. When I contacted my insurance company ( XX/XX/XXXX), I was informed that my prior servicer paid my annual homeowners insurance for the period XXXX, even though the loan had already been transferred to PHH. XXXX has no record of PHH as my mortgagee or billing party, which is highly irregular and has not been explained. \nXXXX. Failure to correct errors after Notice of Error : I submitted a formal Notice of Error to PHH Mortgage disputing account inaccuracies, escrow handling, and payment application. To date, I have not received a complete, clear, or corrective response. \n4. Incorrect delinquency information : I am disputing alleged late or missing payments that do not reflect my actual payment history. I have also filed disputes with the credit bureaus to remove any inaccurate late-payment reporting.\n\n5. Financial harm and risk : These servicing errors have directly interfered with my ability to qualify for new financing to build a home and have caused significant financial and emotional distress.\n\nGiven the lack of transparency, contradictory information, and failure to properly account for escrow, payments, and reporting, I am extremely concerned that PHH Mortgage is not complying with its obligations under RESPA and the Fair Credit Reporting Act.","date_sent_to_company":"2026-01-29T23:01:10.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"VA mortgage","zip_code":"49221","tags":"Servicemember","has_narrative":true,"complaint_id":"19117499","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2026-01-29T22:44:49.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["Issue : Problems with <em>mortgage</em> <em>servicing</em> / <em>Escrow</em> / Incorrect information on credit report / <em>Loan</em> transfer issues I am experiencing serious and unresolved errors related to the <em>servicing</em> and transfer of my <em>mortgage</em> <em>loan</em> to PHH <em>Mortgage</em>. Despite making <em>payments</em> consistently, my <em>account</em> reflects inaccurate information, and key aspects of the <em>loan</em> transfer and <em>escrow</em> handling do not make sense and have not been explained. \n\nThe primary issues are as follows : XXXX."],"product":["<em>Mortgage</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[24.315132,"19117499"]},{"_index":"complaint-public-v1","_id":"3557550","_score":24.3098,"_source":{"product":"Mortgage","complaint_what_happened":"Loancare completed an escrow analysis on my home mortgage XX/XX/XXXX. However, the escrow analysis was inaccurate and will result in an increased escrow payment and a higher mortgage payment. The anticipated escrow disbursement for the period of XX/XX/XXXX through XX/XX/XXXX ( 12 months ) is {$5900.00}. This amount includes property taxes in the amount of {$4800.00} and hazard insurance in the amount of {$1000.00}. The projected beginning escrow balance as of XX/XX/XXXX is {$3200.00}. This results in a required escrow amount/escrow shortage of {$2700.00}. Loancare 's escrow analysis statement erroneously indicates a required escrow amount of {$2400.00} ( a difference of {$230.00} ). The required escrow amount of {$2700.00} 12 months results in a new escrow payment of {$220.00}. The two month required escrow cushion is {$220.00} XXXX months equals an additional escrow cushion payment of {$37.00} for 12 months. This results in a new total escrow payment of {$260.00} for the period of XX/XX/XXXX through XX/XX/XXXX. On the contrary, Loancare 's escrow analysis indicates a projected escrow payment of {$490.00} a difference of + {$230.00}. This amount was derived by spreading the anticipated escrow disbursement for the period of XX/XX/XXXX through XX/XX/XXXX over 12 months ( {$5900.00} XXXX {$490.00} XXXX. Please be advised this algorithm/calculation does not reduce or subtract the projected escrow amount/balance of {$3200.00}. In addition, this calculation would result in Loancare holding escrow funds in the amount of {$9200.00} an amount substantially greater than the projected escrow disbursement of {$5900.00}. \n\n\nTo further complicate the servicing of my home loan, it appears Loancare is in the process of issuing an escrow refund in the amount of {$760.00} although the escrow account has a required escrow balance/shortage of {$2700.00}. This is improper servicing of my mortgage loan and should be remediated expeditiously. \n\n\nDue to the inconvenience, I would prefer Loancare stop payment on the expected escrow refund disbursement in the amount of {$760.00} as I will not deposit the funds into my personal account. I would like the escrow analysis to be redone with the appropriate trial balances and the new escrow payment and mortgage payment adjusted accordingly and correctly. It is my recommendation that Loancare review it's escrow analysis process and algorithm to ensure consumers are not impacted by inaccurate data and calculations. Unfortunately, servicing errors such as this commonly result in borrowers defaulting on their mortgage loan due to unnecessary increases in the mortgage payment amount.","date_sent_to_company":"2020-03-07T00:00:53.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"75104","tags":null,"has_narrative":true,"complaint_id":"3557550","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2020-03-06T23:50:35.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["To further complicate the <em>servicing</em> of my home <em>loan</em>, it appears Loancare is in the process of issuing an <em>escrow</em> refund in the amount of {$760.00} although the <em>escrow</em> <em>account</em> has a required <em>escrow</em> balance/shortage of {$2700.00}. This is improper <em>servicing</em> of my <em>mortgage</em> <em>loan</em> and should be remediated expeditiously."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["<em>Loan</em>Care, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[24.3098,"3557550"]},{"_index":"complaint-public-v1","_id":"18441086","_score":24.306423,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint with the Consumer Financial Protection Bureau ( CFPB ) against Shellpoint Mortgage Company regarding a pattern of mortgage servicing errors that have caused inaccurate escrow calculations, unjustified increases in my monthly mortgage payment, and ongoing financial harm. \n\nLoan Information - Servicer : Shellpoint Mortgage Servicing - Property Type : Three-story duplex property ( not a condominium ) - Loan Status : Current, payments made in good faith - Issue Type : Escrow mismanagement, insurance misapplication, servicing errors, improper appraisal reliance Summary of the Problem Shellpoint has XXXX mishandled my loan through compounded servicing errors, including escrow miscalculations, failure to properly adjust insurance disbursements, reliance on a materially inaccurate appraisal, and obstruction of loss-mitigation review. These errors have resulted in artificial escrow shortages and escalating mortgage payments that do not reflect my actual obligations. \n\n\nDetailed Timeline of Issues XXXX. Loan Modification / Hardship Review Failure ( XX/XX/XXXX ) On XX/XX/XXXX, I requested a loan modification due to financial hardship. Shellpoint repeatedly claimed my documentation had not been received, despite the documents being notarized and sent via express mail. \n\n- Documents were never uploaded to the portal - I was denied a trial payment option of approximately {$1200.00} per month - I was told that if my loan-to-value ratio met a stated threshold, I would automatically qualify by XX/XX/XXXX. \n\nXXXX. Materially Incorrect Appraisal Shellpoint relied on an appraisal that misclassified my three-story duplex property as a single-level condominium, reducing the stated value by approximately {$300000.00}. This inaccurate appraisal eliminated equity that Shellpoint had previously stated was key to qualification for relief. \n\nXXXX. Insurance Change and Escrow Misapplication ( XX/XX/XXXX ) On XX/XX/XXXX, I changed homeowners insurance to a less expensive policy. I was informed that escrow disbursements would be adjusted accordingly. \n\nInstead, Shellpoint : - Paid the full annual premium without proper escrow recalibration - Failed to clearly credit or account for my prior insurance refund- Did not timely or accurately adjust escrow assumptions XXXX. Escrow Analysis and Payment Shock ( XX/XX/XXXX ) Shellpoint conducted an escrow analysis that stacked : - repayment of a disputed escrow shortage, - increased future escrow contributions, and - an escrow cushion This resulted in a sudden and excessive payment increase that does not accurately reflect my insurance costs or escrow balance. \n\nWhy This Is a Servicing Error These issues reflect : - failure to properly credit payments and refunds, - inaccurate escrow accounting, - reliance on a materially defective appraisal, and - failure to conduct loss-mitigation review in good faith. \nThe resulting payment increases are the product of servicer error, not borrower nonpayment or default. \n\nResolution Requested I am requesting that Shellpoint be required to : XXXX. Provide a full escrow transaction history ( XXXX XXXX ) XXXX. Provide the escrow analysis worksheet and assumptions used XXXX. Correctly account for insurance changes and any refunded premiums XXXX. Issue a corrected escrow analysis based on accurate figures XXXX. Adjust my monthly payment accordingly XXXX. Cease using the materially incorrect appraisal for any servicing decisions Good Faith Statement I have continued to make payments in good faith. I dispute the accuracy of the escrow analysis and payment increases derived from these servicing errors. \n\nI am requesting CFPB assistance to ensure Shellpoint Mortgage Servicing complies with federal mortgage servicing standards and corrects these errors promptly. Thank you for your review.","date_sent_to_company":"2026-01-03T09:20:21.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"20011","tags":null,"has_narrative":true,"complaint_id":"18441086","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2026-01-03T08:48:31.000Z","state":"DC","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":["<em>Loan</em> Information - <em>Servicer</em> : Shellpoint <em>Mortgage</em> <em>Servicing</em> - Property Type : Three-story duplex property ( not a condominium ) - <em>Loan</em> Status : Current, <em>payments</em> made in good faith - Issue Type : <em>Escrow</em> mismanagement, insurance misapplication, <em>servicing</em> errors, improper appraisal reliance Summary of the Problem Shellpoint has XXXX mishandled my <em>loan</em> through compounded <em>servicing</em> errors, including <em>escrow</em> miscalculations, failure to properly adjust insurance disbursements, reliance on a materially inaccurate"],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[24.306423,"18441086"]},{"_index":"complaint-public-v1","_id":"1851537","_score":24.30335,"_source":{"product":"Mortgage","complaint_what_happened":"My loan documents show tax payments due in XX/XX/XXXX and XX/XX/XXXX. The current servicer, Wells Fargo Home Mortgage, has changed the XX/XX/XXXX tax payment to XX/XX/XXXX ( though there is no difference in when it is due ) in their escrow analysis and now claims that the escrow has a deficiency. My tax and insurance obligation have changed by less than {$30.00} per year from when the loan was made, but Wells Fargo Home Mortgage is now claiming an escrow deficiency of over {$400.00}. It is clear by making the calculations that this is due solely to their changing accounting methods and using XX/XX/XXXX instead of XX/XX/XXXX for the tax payment date despite there having been no change in when it is due from the time the loan was let. Wells Fargo Home Mortgage ( who are not the original servicer ) claims that they can not make a tax payment by XXXX XXXX without accounting for it as a XX/XX/XXXX payment, but XXXX XXXX XXXX, the original servicer, had no problem doing so, as evidenced by the original loan documents. I do n't believe Wells Fargo Home Mortgage is allowed to change the accounting method without notice, and that notice would have been due within 60 days of the change in servicer, and was never given. I complained to Wells Fargo Home Mortgage by phone, and after review they have indicated they will not change their escrow analysis.","date_sent_to_company":"2016-03-27T04:12:00.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"FHA mortgage","zip_code":"22101","tags":null,"has_narrative":true,"complaint_id":"1851537","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2016-03-27T04:11:59.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["My <em>loan</em> documents show tax <em>payments</em> due in XX/XX/XXXX and XX/XX/XXXX. The current <em>servicer</em>, Wells Fargo Home <em>Mortgage</em>, has changed the XX/XX/XXXX tax <em>payment</em> to XX/XX/XXXX ( though there is no difference in when it is due ) in their <em>escrow</em> analysis and now claims that the <em>escrow</em> has a deficiency. My tax and insurance obligation have changed by less than {$30.00} per year from when the <em>loan</em> was made, but Wells Fargo Home <em>Mortgage</em> is now claiming an <em>escrow</em> deficiency of over {$400.00}."],"product":["<em>Mortgage</em>"],"issue":["<em>Loan</em> <em>servicing</em>, <em>payments</em>, <em>escrow</em> <em>account</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[24.30335,"1851537"]},{"_index":"complaint-public-v1","_id":"19046894","_score":24.272316,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing a complaint regarding serious mortgage servicing and escrow errors by my loan servicer, United Wholesale Mortgage that acquired my loan from XXXX XXXX, that have remained unresolved for approximately six months following the closing and/or servicing transfer of my loan. \n\nSince that time, my monthly payment amount and escrow account have been incorrect. Despite numerous attempts to resolve this through customer service, the servicer has failed to correct the errors. These issues include, but are not limited to : Incorrect escrow balance and/or escrow analysis Incorrect monthly payment amount Failure to properly apply payments Failure to correct known servicing errors after notice I submitted a formal Notice of Error under RESPA ( Regulation X, 12 CFR 1024 ) requesting investigation and correction. The servicer has failed to provide a meaningful response or resolution.\n\nIn addition, the servicer has engaged in obstructive and deceptive behavior, including providing representatives with unverifiable or inconsistent names, refusing to provide accountable supervisors, and preventing escalation. This has made it impossible to resolve the matter through normal channels.\n\nBecause of the servicers failures, I do not know what my true payment should be, whether my escrow is accurate, or whether my account is being improperly reported. This has caused financial harm, XXXX, and fear of wrongful default or credit damage. \n\nI am requesting that United Wholesale Mortgage be required to : Perform a full and correct escrow analysis Correct all servicing errors from current and past servicers Remove any fees, shortages, or negative credit reporting caused by their errors Provide written confirmation that my account is accurate and current The servicers continued failure to correct these issues constitutes a violation of federal mortgage servicing requirements.","date_sent_to_company":"2026-01-27T19:49:41.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"990XX","tags":"Servicemember","has_narrative":true,"complaint_id":"19046894","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"United Shore Financial Services, LLC","date_received":"2026-01-27T19:29:49.000Z","state":"WA","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I am filing a complaint regarding serious <em>mortgage</em> <em>servicing</em> and <em>escrow</em> errors by my <em>loan</em> <em>servicer</em>, United Wholesale <em>Mortgage</em> that acquired my <em>loan</em> from XXXX XXXX, that have remained unresolved for approximately six months following the closing and/or <em>servicing</em> transfer of my <em>loan</em>. \n\nSince that time, my monthly <em>payment</em> amount and <em>escrow</em> <em>account</em> have been incorrect. Despite numerous attempts to resolve this through customer <em>service</em>, the <em>servicer</em> has failed to correct the errors."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["United Shore Financial <em>Services</em>, LLC"],"sub_product":["VA <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[24.272316,"19046894"]},{"_index":"complaint-public-v1","_id":"21173323","_score":24.246675,"_source":{"product":"Mortgage","complaint_what_happened":"This complaint concerns mortgage servicing issues involving escrow accounting errors, force-placed insurance charges, inaccurate payment application, and failure to adequately respond to requests for information. \n\nThe loan originated on XX/XX/XXXX with XXXX XXXX XXXX XXXX. Servicing was later handled by Ditech Financial LLC and eventually transferred to NewRez LLC in XXXX. \n\nBeginning in XXXX, mortgage statements reflected irregular escrow activity and insurance charges that appeared inconsistent with actual disbursements. On XX/XX/XXXX, force-placed insurance associated with XXXX XXXX Insurance Company appeared on the account despite evidence that insurance coverage already existed. These charges increased the escrow balance and monthly payment. \n\nMortgage statements during this period also reflected inconsistent payment amounts and unexplained changes to the total amount due. Payments appear to have been misapplied or not properly credited, which contributed to the account being reported as in default. \n\nOn XX/XX/XXXX, a servicer response to a borrower inquiry reflected inconsistent account balances and late fees. \n\nIn XX/XX/XXXX, the servicer issued a disaster-related forbearance due to a XXXX event . After the forbearance period ended, the loan was still reported as in default despite payments being made during that time. \n\nOn XX/XX/XXXX, a written request was submitted to the servicer requesting verification of the loan account, including escrow charges, insurance premiums, and payment application. The responses received did not fully address the discrepancies. \n\nAlthough servicing transferred to NewRez in XXXX, the escrow and accounting issues remain unresolved. \n\nFrom XXXX to the present, foreclosure activity has continued while these servicing disputes remain unresolved. \n\nThese issues appear to violate obligations under the Real Estate Settlement Procedures Act related to escrow management, force-placed insurance procedures, and responding to borrower requests for information. \n\nClosing Because these servicing disputes remain unresolved and foreclosure activity has continued despite prior requests for clarification and correction, regulatory review is requested to ensure the mortgage account is properly audited, errors are corrected, and the servicer complies with federal mortgage servicing requirements.","date_sent_to_company":"2026-04-12T18:24:31.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"33311","tags":null,"has_narrative":true,"complaint_id":"21173323","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2026-04-12T17:48:05.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["After the forbearance period ended, the <em>loan</em> was still reported as in default despite <em>payments</em> being made during that time. \n\nOn XX/XX/XXXX, a written request was submitted to the <em>servicer</em> requesting verification of the <em>loan</em> <em>account</em>, including <em>escrow</em> charges, insurance premiums, and <em>payment</em> application. The responses received did not fully address the discrepancies. \n\nAlthough <em>servicing</em> transferred to NewRez in XXXX, the <em>escrow</em> and <em>accounting</em> issues remain unresolved."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[24.246675,"21173323"]},{"_index":"complaint-public-v1","_id":"20150201","_score":24.203201,"_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":["I believe this constitutes improper <em>mortgage</em> <em>servicing</em> and an unauthorized <em>escrow</em> <em>account</em> creation.\n\nI request that the <em>servicer</em> : Remove the unauthorized <em>escrow</em> <em>account</em> Correct the <em>mortgage</em> <em>payment</em> calculation Reverse all related penalties and <em>escrow</em> shortages Withdraw the Notice of Default filed against my property I also request a full investigation into this matter."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Escrow</em>, taxes, or insurance"]},"sort":[24.203201,"20150201"]},{"_index":"complaint-public-v1","_id":"3767931","_score":24.188702,"_source":{"product":"Mortgage","complaint_what_happened":"On or about XXXX of XXXX I became a senior citizen and my property tax where frozen. The BANK continues overcharging me on my escrow and had increased my payment every other month. The Bank XXXX was not happy with me questioning the escrow to the point where we prove the mistake and gave me the excuse that I had some expenses paid back in XXXX. In XXXX I did not have an escrow with XXXX and therefore couldn't have any expense on my loan. The bank got upset and they did nothing but sold my loan to a servicer known as XXXX and then Carrington Mortgage services. \nToday Carrington Mortgage Services has my loan but for the past 4 years, they have committed predatory practices to make me late on my escrow account and be negative and then take me to foreclosure court. They also have bogus charges on my mortgage statement such as \" overdue payment '' of {$75.00} and I never been late in my payments. I have explained to them I'm sending {$37.00} dollars extra on my payment and I'm still negative on my escrow account.","date_sent_to_company":"2020-07-28T20:43:14.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"60632","tags":null,"has_narrative":true,"complaint_id":"3767931","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2020-07-28T18:11:06.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Today Carrington <em>Mortgage</em> <em>Services</em> has my <em>loan</em> but for the past 4 years, they have committed predatory practices to make me late on my <em>escrow</em> <em>account</em> and be negative and then take me to foreclosure court. They also have bogus charges on my <em>mortgage</em> statement such as \" overdue <em>payment</em> '' of {$75.00} and I never been late in my <em>payments</em>. I have explained to them I'm sending {$37.00} dollars extra on my <em>payment</em> and I'm still negative on my <em>escrow</em> <em>account</em>."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"company":["CARRINGTON <em>MORTGAGE</em> <em>SERVICES</em>, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[24.188702,"3767931"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":5093,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":5093}]}},"product":{"doc_count":5093,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":4670,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":2584},{"key":"FHA mortgage","doc_count":823},{"key":"VA mortgage","doc_count":535},{"key":"Conventional fixed 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