{"took":111,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":272,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2760052","_score":23.696959,"_source":{"product":"Mortgage","complaint_what_happened":"***NATIONSTAR IS REFUSING TO COMPLY WITH ACCOUNT INFORMATION REQUESTS*** WIRE FRAUD **** MAIL FRAUD *** COMPUTER FRAUD **** INTENTIONALLY DEFRAUDING A FEDERAL FINACIAL INSTITUTION, XXXX SEC FRAUD XXXX ILLEGAL FORECLOSURE *** THEFT *** MORE > ... *** MR COOPER / NATIONSTAR WAS PROVIDED YET ANOTHER REQUEST FOR A LIST OF ITEMS IN THE LAST CFPB COMPLAINT ... WE ARE MAKING A SECOND REQUEST HERE WITH THE CFPB COPIED .. FOR ALL OF THOSE ITEMS AND FULL COMPLIANCE THEY ARE REFUSING TO RELEASE INFORMATION ON OUR ACCOUNT IN VIOLATION OF STATE AND FEDERAL LAW SPECIFICALLY WE ASKED FOR VOICE RECORDINGS OF FRAUDULENT CRIMINAL ACTS, PROOF OF PROPER LOAN DISCLOSURE, AND SEVERAL OTHER ITEMS AS WE PREP FOR A LAWSUIT AGAINST THEM. \n\nWE ALSO ARE SEEKING THE IDENTITY OF THEIR LEGAL TEAM FOR DISBARMENT. \n\nPLEASE NOTE THAT NATIONSTAR HAS ALMOST 18,000 CFPB COMPLAINTS FOR FRAUD AND, SOMEHOW, THEY ARE STILL HOLDING A LICENSE TO OPERATE WITH FEDERAL TAX DOLLARS .... AND THEY GET SEVERAL CFPB COMPLAINTS ... EVERY DAY. \n\nWE WILL SEE WHICH EMPLOYEE IS XXXX ENOUGH TO COMMIT FRAUD YET AGAIN, WE WILL ADD THEM TO THE LIST, AND THEY GET ADDED TO THE LAWSUIT. \n\nHERE ARE JUST SOME OF THE 17,772CURRENT COMPLAINTS AGAINST THESE XXXX DISGUISED AS A BUSINESS. ~ XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : CA Product Mortgage Sub-product : Other type of mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : AZ Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : GA Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : CA Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : CT Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : SC Product Mortgage Sub-product : Conventional home mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : CA Product Mortgage Sub-product : Other type of mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : CA Product Mortgage Sub-product : Conventional home mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : CA Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : CA Product Mortgage Sub-product : Conventional home mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : NY Product Mortgage Sub-product : Conventional home mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : PA Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : PA Product Mortgage Sub-product : Conventional home mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : MO Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : NY Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : NC Product Mortgage Sub-product : FHA mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : NV Product Mortgage Sub-product : Conventional home mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : WA Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : MI Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : IN Product Credit reporting, credit repair services, or other personal consumer reports Sub-product : Credit reporting Issue Incorrect information on your report Sub-issue : Account status incorrect XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : IL Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : VT Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : CA Product Mortgage Sub-product : Conventional home mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : LA Product Mortgage Sub-product : Conventional home mortgage Issue Struggling to pay mortgage XXXX Company name NATIONSTAR MORTGAGE Company response to consumer Closed with explanation Timely response? \nYes Date received : XXXX/XXXX/XXXX Consumer 's state : DC Product Mortgage Sub-product : Conventional home mortgage Issue Trouble during payment process Previous Next Page number 1 out of711Go","date_sent_to_company":"2017-12-19T06:06:17.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"34293","tags":"Servicemember","has_narrative":true,"complaint_id":"2760052","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2017-12-19T05:41:14.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Yes Date received : XXXX/XXXX/XXXX Consumer 's state : AZ Product <em>Mortgage</em> Sub-product : Conventional home <em>mortgage</em> Issue <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> XXXX Company name NATIONSTAR <em>MORTGAGE</em> Company response to consumer Closed with explanation Timely response?"],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"company":["NATIONSTAR <em>MORTGAGE</em> LLC"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[23.696959,"2760052"]},{"_index":"complaint-public-v1","_id":"3559706","_score":23.604353,"_source":{"product":"Mortgage","complaint_what_happened":"I have not heard from BoA even though I was promised a response over a month ago. \n\nI have filed complaints with CFPB and still have not heard from BofA. See complaints below. \n\nXXXX XXXX XXXX Conventional home mortgage Trouble during payment process Bank of America XX/XX/2020 XXXX XXXX XXXX Conventional home mortgage Trouble during payment process BANK OF AMERICA HOME LOAN XX/XX/2020 Personnel at BoA have repeatedly promised me responses including the staff named in my previous complaint. I have not heard one peep from them -- either by email, mail, or phone.","date_sent_to_company":"2020-03-09T17:36:54.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"20016","tags":null,"has_narrative":true,"complaint_id":"3559706","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2020-03-09T17:29:19.000Z","state":"DC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX XXXX XXXX Conventional home <em>mortgage</em> <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> Bank of America XX/XX/2020 XXXX XXXX XXXX Conventional home <em>mortgage</em> <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> BANK OF AMERICA HOME LOAN XX/XX/2020 Personnel at BoA have repeatedly promised me responses including the staff named in my previous complaint. I have not heard one peep from them -- either by email, mail, or phone."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[23.604353,"3559706"]},{"_index":"complaint-public-v1","_id":"3183480","_score":22.874516,"_source":{"product":"Mortgage","complaint_what_happened":"Dear cfpb, COMPLAINT ID XXXX SUBMITTED ON XX/XX/2019 PRODUCT Mortgage ISSUE Trouble during payment process Unfortunately the respond coming from my Mortgage Company ( Dovenmuehle ) about my dispute is not correct, because I don't have an Issue ( Trouble during payment process ), and because they didn't addressed my issue about the Appraiser report mistakes, they just back and forth many times about I'm not qualify to remove the PMI now, which is I know that, but they still didn't want to go to the main issue ( the Appraiser Report ). So, please, if you could let them know about my concern. \n\nWith my all Appreciation. \n\nThanks. \n\nXXXX XXXX XXXX","date_sent_to_company":"2019-03-25T17:01:33.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"22033","tags":null,"has_narrative":true,"complaint_id":"3183480","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2019-03-18T21:53:12.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Dear cfpb, COMPLAINT ID XXXX SUBMITTED ON XX/XX/2019 PRODUCT <em>Mortgage</em> ISSUE <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> Unfortunately the respond coming from my <em>Mortgage</em> Company ( Dovenmuehle ) about my dispute is not correct, because I don't have an Issue ( <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> ), and because they didn't addressed my issue about the Appraiser report mistakes, they just back and forth many times about I'm not qualify to remove the PMI now, which is I know that, but they still didn't want to go to the"],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"company":["Dovenmuehle <em>Mortgage</em>, Inc."],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[22.874516,"3183480"]},{"_index":"complaint-public-v1","_id":"4748499","_score":20.061556,"_source":{"product":"Mortgage","complaint_what_happened":"Please see attached complaint. Step 2 of 5 does not capture my complaint. I chose \" Trouble during payment process '' but that is not the issue and the other choices do not apply either. Our situation involves an insurable loss to our residence. We can not get BSI to pay out insurance funds we were required to endorse over to BSI so they could control payments to contractors to repair our kitchen after a fire.\n\nThe Company is currently operating under a Consent Order with the CFPB for traditional mortgage servicing activies.","date_sent_to_company":"2021-09-23T18:42:55.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"94506","tags":null,"has_narrative":true,"complaint_id":"4748499","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BSI Financial Holdings, Inc.","date_received":"2021-09-23T18:15:18.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I chose \" <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> '' but that is not the issue and the other choices do not apply either. Our situation involves an insurable loss to our residence. We can not get BSI to pay out insurance funds we were required to endorse over to BSI so they could control <em>payments</em> to contractors to repair our kitchen after a fire.\n\nThe Company is currently operating under a Consent Order with the CFPB for traditional <em>mortgage</em> servicing activies."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[20.061556,"4748499"]},{"_index":"complaint-public-v1","_id":"2977032","_score":19.396116,"_source":{"product":"Mortgage","complaint_what_happened":"I called about getting a loan modification back in XX/XX/2015 when our mortgage payment jumped to {$200.00} more a month. I explained the financial troubles we were in and they suggested a loan modification. I was told they would be contacting me with some paper work that they would need. We were not late on any payments before or after the loan modification was done. During the modification I was told to not make any payments as this would mess up the process. I asked several times if this would effect our credit report and was told no repeatedly. The modification was approved and we started making the payments right away. When going over my credit report I noticed they did state that we were over 120 days late in our payments. I have called them explaining what I was told to do during the modification process. I was recently informed that because they do not have any voice record of the conversation they will not change our credit score because they believe them to be accurate and true. Though they did correct some months due to the fact that they had the paperwork but did not have it inputted into the system. Even though our payments show we were never late until the modification was started. I would like the negative report to be removed as we only did as the company asked of us. I would have never stopped paying on my mortgage if they hadn't instructed me to do so. I was told just this past week I could speak to someone at the Chairman 's Line ; who basically asked me nothing but my loan information and then sent me the same letter that they sent to me prior. I am attaching the letters that were sent to me. I have also spoken to people that I know that work in the mortgage field and they have all told me the same thing, that during the loan modification process they can not process payments as it screws up the paperwork.","date_sent_to_company":"2018-07-30T17:35:31.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Conventional home mortgage","zip_code":"141XX","tags":null,"has_narrative":true,"complaint_id":"2977032","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BB&T CORPORATION","date_received":"2018-07-30T16:48:25.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["I have also spoken to people that I know that work in the <em>mortgage</em> field and they have all told me the same thing, that <em>during</em> the loan modification <em>process</em> they can not <em>process</em> <em>payments</em> as it screws up the paperwork."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[19.396116,"2977032"]},{"_index":"complaint-public-v1","_id":"2684759","_score":19.395147,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I started this loan with XXXX XXXX in XX/XX/2017, once my loan was processed the company explained to me my payments would come out of my account during my bi-weekly pay period. At this time I asked if the payment could come out once a month, I was told, they go by my pay period. From there I started to have trouble the next month with paying my mortgage which I pay at the beginning of the month. I have been getting late fees from my mortgage company, my bank and other bills due to this. I have had to close my XXXX account which I will have to pay the {$200.00} fee. My mortgage company there is a {$35.00} fee each time I am late ( I have a 1st and 2nd mortgage ). I have attached bills that have been late along with letters of late notices.","date_sent_to_company":"2017-09-26T14:01:17.000Z","issue":"Struggling to pay your loan","sub_product":"Payday loan","zip_code":"23227","tags":null,"has_narrative":true,"complaint_id":"2684759","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ENOVA INTERNATIONAL, INC.","date_received":"2017-09-26T13:08:58.000Z","state":"VA","company_public_response":"Company disputes the facts presented in the complaint","sub_issue":null},"highlight":{"complaint_what_happened":["I started this loan with XXXX XXXX in XX/XX/2017, once my loan was <em>processed</em> the company explained to me my <em>payments</em> would come out of my account <em>during</em> my bi-weekly pay period. At this time I asked if the <em>payment</em> could come out once a month, I was told, they go by my pay period. From there I started to have <em>trouble</em> the next month with paying my <em>mortgage</em> which I pay at the beginning of the month. I have been getting late fees from my <em>mortgage</em> company, my bank and other bills due to this."]},"sort":[19.395147,"2684759"]},{"_index":"complaint-public-v1","_id":"2684772","_score":19.363005,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I started this loan with Cashnet USA this in 2017, once my loan was processed the company explained to me my payments would come out of my account during my bi-weekly pay period. At this time I asked if the payment could come out once a month, I was told, they go by my pay period. From there I started to have trouble the next month with paying my mortgage which I pay at the beginning of the month. I have been getting late fees from my mortgage company, my bank and other bills due to this. I have had to close my XXXX account which I will have to pay the {$200.00} fee. My mortgage company there is a {$35.00} fee each time I am late ( I have a 1st and 2nd mortgage ). I have attached bills that have been late along with letters of late notices.","date_sent_to_company":"2017-09-26T16:09:44.000Z","issue":"Struggling to pay your loan","sub_product":"Payday loan","zip_code":"23227","tags":null,"has_narrative":true,"complaint_id":"2684772","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ENOVA INTERNATIONAL, INC.","date_received":"2017-09-26T15:54:52.000Z","state":"VA","company_public_response":"Company disputes the facts presented in the complaint","sub_issue":null},"highlight":{"complaint_what_happened":["I started this loan with Cashnet USA this in 2017, once my loan was <em>processed</em> the company explained to me my <em>payments</em> would come out of my account <em>during</em> my bi-weekly pay period. At this time I asked if the <em>payment</em> could come out once a month, I was told, they go by my pay period. From there I started to have <em>trouble</em> the next month with paying my <em>mortgage</em> which I pay at the beginning of the month. I have been getting late fees from my <em>mortgage</em> company, my bank and other bills due to this."]},"sort":[19.363005,"2684772"]},{"_index":"complaint-public-v1","_id":"7592968","_score":19.066753,"_source":{"product":"Mortgage","complaint_what_happened":"I tried switching to biweekly mortgage payments in XXXX and XXXX of this year. The correspondence that Citizens Bank of XXXX XXXX, VA sent me during this process was unclear and not forthcoming. This resulted in me missing a payment and being assessed a late fee of {$56.00}. Once that issue was resolved, the biweekly auto draft started coming out of my account. Fast forward to end of XXXX early XXXX and my auto draft biweekly payments stopped. I called citizens customer service and spoke to several individuals and they have no idea as to why this occurred. I am deeply troubled and concerned with the way this Bank operates. I think they have dishonest business practices and are intentionally making it hard for me.","date_sent_to_company":"2023-09-22T15:42:53.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"58501","tags":null,"has_narrative":true,"complaint_id":"7592968","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2023-09-22T15:20:14.000Z","state":"ND","company_public_response":null,"sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["I tried switching to biweekly <em>mortgage</em> <em>payments</em> in XXXX and XXXX of this year. The correspondence that Citizens Bank of XXXX XXXX, VA sent me <em>during</em> this <em>process</em> was unclear and not forthcoming. This resulted in me missing a <em>payment</em> and being assessed a late fee of {$56.00}. Once that issue was resolved, the biweekly auto draft started coming out of my account. Fast forward to end of XXXX early XXXX and my auto draft biweekly <em>payments</em> stopped."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["Conventional home <em>mortgage</em>"],"sub_issue":["<em>Payment</em> <em>process</em>"]},"sort":[19.066753,"7592968"]},{"_index":"complaint-public-v1","_id":"5006763","_score":19.025944,"_source":{"product":"Mortgage","complaint_what_happened":"I feel i was discriminated against during my process of buying a house. \nI started the process back in XXXX of XXXX and finally culminated with a denial in XXXX of XXXX. \nDuring the process I was given plenty of hurdles to jump through, which is normal in the home buying process, and I successfully managed every hurdle i was given. \nI provided every bit of paperwork and documentation that was asked for. The mortgage company did not accept all of my documents for an unknown reason. \nThey had an issue with my earnest money and the way it was sent to them. \nThey made me send in my closing cost and down payment before funding for my loan was secured. I have never heard of a company doing that before. \nI was given a closing date and bought a ticket to fly out to sign documents for my home and that did not happen. I paid for an appraisal and Termite inspection. Roughly {$1300.00} in total. \nMy credit was pulled too many times by the mortgage company causing my credit score to drop almost 100 points. I have had so much trouble trying to get my score up again to try to buy another home. \nI was told by the manager of the Mortgage company that I would be ok and the issue would be resolved but that was not the case. They were just stringing me along in order to find something to get my loan denied. \nWhen my closing date came and went i tried to get financing through another company and that's when the First mortgage company hit me with a denial letter.","date_sent_to_company":"2021-12-14T18:29:48.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"94603","tags":null,"has_narrative":true,"complaint_id":"5006763","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LAND HOME FINANCIAL SERVICES","date_received":"2021-12-14T17:34:43.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I feel i was discriminated against <em>during</em> my <em>process</em> of buying a house. \nI started the <em>process</em> back in XXXX of XXXX and finally culminated with a denial in XXXX of XXXX. \n<em>During</em> the <em>process</em> I was given plenty of hurdles to jump through, which is normal in the home buying <em>process</em>, and I successfully managed every hurdle i was given. \nI provided every bit of paperwork and documentation that was asked for. The <em>mortgage</em> company did not accept all of my documents for an unknown reason."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[19.025944,"5006763"]},{"_index":"complaint-public-v1","_id":"2740969","_score":18.75904,"_source":{"product":"Mortgage","complaint_what_happened":"I was foreclosed on during remodification process. I was led to believe that I was being processed in XXXX with documentation from the servicer with contact numbers that would not except my calls or relay me to an extension of the rep. whom was handling my case when trying to contact and follow up. Ultimately I was given a 3 day notice of eviction by the Sheriff ( XXXX XXXX XXXX @ XXXX ). I had filed for bankruptcy protection and the law firm went to court to have it lifted as I was awaiting a modification. I later was informed by NACA ( 3rd party entity ) helping with the modification that the home had been sold in XXXX XXXX. It was XXXX when I received the modification documentation. I was receiving billing statements monthly throughout this year. \n\nThe servicer did not : Quickly resolve complaints and share information. \n\nHave and follow good customer service policies and procedures. \n\nContact you to help you when youre having trouble making your payments. \n\nWork with you, if you are having trouble paying your mortgage, before starting or continuing foreclosure. \n\nAllow you to seek review of the mortgage servicers decision about your loan workout request. \nI am now leaving the home with a XXXX and XXXX under XXXX  circumstances.","date_sent_to_company":"2017-11-29T17:29:38.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"39110","tags":null,"has_narrative":true,"complaint_id":"2740969","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ditech Financial LLC","date_received":"2017-11-29T17:02:16.000Z","state":"MS","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["Contact you to help you when youre having <em>trouble</em> making your <em>payments</em>. \n\nWork with you, if you are having <em>trouble</em> paying your <em>mortgage</em>, before starting or continuing foreclosure. \n\nAllow you to seek review of the <em>mortgage</em> servicers decision about your loan workout request. \nI am now leaving the home with a XXXX and XXXX under XXXX  circumstances."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[18.75904,"2740969"]},{"_index":"complaint-public-v1","_id":"4048880","_score":18.17102,"_source":{"product":"Mortgage","complaint_what_happened":"My household had to apply for a forbearance plan due to a furlough. Once the forbearance period was set to end I opted to have all the missed payments added to the end of our mortgage for an extra 6 months of payments past the initial 30 year plan. I submitted on the website to go this route, sign and notarized paperwork to go this route, and yet despite that someone at LoanCare hit the wrong button and performed a completely unauthorized motion for us to go with a repayment plan instead of the loan deferral. I have called them 6+ times trying to take care of this until finally a supervisor today told me we are essentially stuck doing the unauthorized repayment plan despite there being notes in our account of approved claims for the deferral. I think they are trying to add a loan of missed payments to the end of our initial loan AND make us pay back what we missed during the forbearance as a way to double dip on a family that had unexpected financial troubles related to the pandemic. Now we can't even pay our normal what would have been due mortgage payment on XX/XX/XXXX because \" their system is still processing ''. Well, it's been \" processing '' for over 2 months now. They deserve to be sued into oblivion, I hope they go out of business.","date_sent_to_company":"2021-01-05T21:14:41.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"75077","tags":null,"has_narrative":true,"complaint_id":"4048880","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2021-01-05T21:03:00.000Z","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":["I think they are trying to add a loan of missed <em>payments</em> to the end of our initial loan AND make us pay back what we missed <em>during</em> the forbearance as a way to double dip on a family that had unexpected financial <em>troubles</em> related to the pandemic. Now we can't even pay our normal what would have been due <em>mortgage</em> <em>payment</em> on XX/XX/XXXX because \" their system is still <em>processing</em> ''. Well, it's been \" <em>processing</em> '' for over 2 months now."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[18.17102,"4048880"]},{"_index":"complaint-public-v1","_id":"4209332","_score":18.036242,"_source":{"product":"Mortgage","complaint_what_happened":"Guild Mortgage is not helping with forbearance during covid repeated troubles with them. They refuse to be transparent in process. I wanted forbearance under CARES ACT. On their website it asks for written documents to prove need for forebearance. I was told we only need ATTEST of financial hardship under CARES act. So i never applied in beginning as of their lying website Almost impossible to reach loan servicer. Hours of waiting on hold which i think they do on purpose. Then phone hangs up many times and give up exhausted. Finally reached loan servicer who was snotty and said she can not promise if payments would be put to back of loan as I begged for and she said i may need to pay lump sum at end of forebearance which terrified me. So, frightened as to WHAT my future mortgage would BE i refused forebearance. Did not take forbearance for months as their web site has videos declaring need documents proof of exact hardship. Afraid they will foreclose. I want to put 3 months payment to end of mortgage they refuse and act very rude and make wait hold for hours. Contacting attorney general now. I can not trust Guild mortgage and heard they do this to many","date_sent_to_company":"2021-03-21T20:34:47.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"85142","tags":null,"has_narrative":true,"complaint_id":"4209332","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Guild Holdings Company","date_received":"2021-03-12T05:16:33.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Guild <em>Mortgage</em> is not helping with forbearance <em>during</em> covid repeated <em>troubles</em> with them. They refuse to be transparent in <em>process</em>. I wanted forbearance under CARES ACT. On their website it asks for written documents to prove need for forebearance. I was told we only need ATTEST of financial hardship under CARES act. So i never applied in beginning as of their lying website Almost impossible to reach loan servicer. Hours of waiting on hold which i think they do on purpose."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[18.036242,"4209332"]},{"_index":"complaint-public-v1","_id":"2918193","_score":17.952154,"_source":{"product":"Mortgage","complaint_what_happened":"My fiancee and I have a joint mortgage that we got through Wells Fargo Home Mortgage. A condition of getting this mortgage was enabling auto-debit, so our mortgage payments are automatically taken out of our bank account every month. \n\nDuring the month of XXXX, my fiancee and I opened a joint checking account. We updated our bank account information in Wells Fargo online banking. At no point did I see an option to enable or disable auto-debit, and at no point was I ever warned that auto-debit would be disabled. When looking over my bank statement at the end of the month, I realized that no mortgage payment was taken out of my account. I logged in to see that I had my XX/XX/XXXX payment >30 days past due and my XX/XX/XXXX payment several days past due. \n\nI called Wells Fargo, who informed me that when you switch checking accounts, you need to call them to have them manually re-enable auto debit. I was not warned of this at any point during the process. Wells Fargo also assured me that this wouldn't be reported to any of the credit reporting agencies. I made both payments and I am current on my mortgage. \n\nDuring the 30+ days my mortgage was past due, Wells Fargo made no attempt to call me, email me, or send me a letter to let me know I was past due on my mortgage. They did, during that very period of time, call me to offer me credit cards, deposit accounts, and investment services. \n\n2 days later I received a notice from XXXX that my credit score had dropped from the mid-700 's ( pristine credit ) to XXXX because I was delinquent on my mortgage. I have called Wells Fargo several times over the past three weeks and have been told \" well, I don't know what you want us to do ''. They also said that they had no phone number for me. No phone number ... .the same bank that called me not 1 week prior to say \" because you have been a great customer of Wells Fargo Mortgage , we would like to offer you a special rate on a credit card! '' I have spent a lifetime making debt payments on time. Not one blemish, not one late payment, not one single reason to think I am anything short of being as creditworthy as the US government. My fiancee and I make over {$300000.00} a year combined. These payments are literally no trouble at all for us to make. I need Wells Fargo to remedy this situation, which was entirely their fault.","date_sent_to_company":"2018-05-25T17:50:25.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"023XX","tags":null,"has_narrative":true,"complaint_id":"2918193","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-05-25T17:25:14.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I made both <em>payments</em> and I am current on my <em>mortgage</em>. \n\n<em>During</em> the 30+ days my <em>mortgage</em> was past due, Wells Fargo made no attempt to call me, email me, or send me a letter to let me know I was past due on my <em>mortgage</em>."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[17.952154,"2918193"]},{"_index":"complaint-public-v1","_id":"3733088","_score":17.947287,"_source":{"product":"Mortgage","complaint_what_happened":"Approximately XXXX XXXX I was contacted by my mortgage holder ( Freedom Mortgage ) to re-finance my current mortgage at a lower rate. I took them up on this offer and they stated it would close before my XX/XX/2020 payment was due. This didn't happen. We tried to close before XX/XX/2020 payment was due. This didn't happen. Since this process began back in XXXX, ( now approaching 90 days ) I have had trouble trying to contact Freedom Mortgage for the status on my loan. In XX/XX/2020, I was told that a subordination agreement was sent out to XXXX XXXX XXXX ( my bank ) to  sign. Again in mid XXXX I was told a subordination agreement was sent out. Last week in XXXX I was told again, by the loan processor, that a subordination was sent out. Each time I have contacted XXXX to check if they had received a subordination agreement. Each time their answer was NO. For the past four weeks I can not get the loan officer to return any of my calls. I have asked to speak to a supervisor on four occasions, but get voicemail and no return phone calls. I even sent an email to the CEO XXXX XXXX with no results. I call their phone number and you get please hold or enter your phone number for a call back. I have done this at least 6-8 time during the past 3 weeks with no return phone call. Since this process began, the only thing I have received is 5 change in terms, of which the last one had an error. Too many lies and untruths from this institution. I'm a retired banker and know the process.","date_sent_to_company":"2020-07-17T15:31:58.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"VA mortgage","zip_code":"91730","tags":"Servicemember","has_narrative":true,"complaint_id":"3733088","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2020-07-07T17:09:27.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Approximately XXXX XXXX I was contacted by my <em>mortgage</em> holder ( Freedom <em>Mortgage</em> ) to re-finance my current <em>mortgage</em> at a lower rate. I took them up on this offer and they stated it would close before my XX/XX/2020 <em>payment</em> was due. This didn't happen. We tried to close before XX/XX/2020 <em>payment</em> was due. This didn't happen. Since this <em>process</em> began back in XXXX, ( now approaching 90 days ) I have had <em>trouble</em> trying to contact Freedom <em>Mortgage</em> for the status on my loan."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"company":["Freedom <em>Mortgage</em> Company"],"sub_product":["VA <em>mortgage</em>"]},"sort":[17.947287,"3733088"]},{"_index":"complaint-public-v1","_id":"5364304","_score":17.91448,"_source":{"product":"Mortgage","complaint_what_happened":"On COMPLAINT ID XXXX SUBMITTED ON XX/XX/2021 PRODUCT Mortgage ISSUE Trouble during payment process I contacted this department before in regard with trying to get an Itemization from the company. They had refused to answer the attorney General and XXXX, XXXX a staff requested that I contact this department for assistance. A decision was ruled in my favor. Since this decision the company continued to harass me stating that I'm falling behind and threatening to take me to court. They have constantly heard me. The loan is a VA loan with a general grace period. I mail the check a week earlier so it would get there on time. There is a week or two grace period couple that the check is sent a week prior. The bank is bullying me into trying to change bank. I have a low-interest loan which I pay {$2000.00} to lower the interest unless they can find another bank willing to take the mortgage with the same interest rate. I will not change bank","date_sent_to_company":"2022-03-25T05:39:32.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"87144","tags":"Servicemember","has_narrative":true,"complaint_id":"5364304","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CrossCountry Mortgage LLC","date_received":"2022-03-25T01:23:46.000Z","state":"NM","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On COMPLAINT ID XXXX SUBMITTED ON XX/XX/2021 PRODUCT <em>Mortgage</em> ISSUE <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> I contacted this department before in regard with trying to get an Itemization from the company. They had refused to answer the attorney General and XXXX, XXXX a staff requested that I contact this department for assistance. A decision was ruled in my favor. Since this decision the company continued to harass me stating that I'm falling behind and threatening to take me to court."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"company":["CrossCountry <em>Mortgage</em> LLC"],"sub_product":["VA <em>mortgage</em>"]},"sort":[17.91448,"5364304"]},{"_index":"complaint-public-v1","_id":"8441183","_score":17.356167,"_source":{"product":"Mortgage","complaint_what_happened":"I purchased my home in XX/XX/XXXX for {$100000.00}, with a loan amount of {$98000.00}. Shortly after closing, I encountered financial hardship and proactively sought a mortgage modification from my servicing company, XXXX XXXX XXXX ( XXXX ). Despite my timely approach, I was erroneously informed that I did not qualify due to my mortgage being current. Advised to skip payments to initiate the modification process, I endured significant hardships. \n\nThe process of modification proved tortuously protracted, with XXXX taking over a year to commence active review, during which time my loan was erroneously referred to foreclosure, incurring unjustifiable fees. It took XXXX/Wells Fargo almost three years to finalize the modification, during which I incurred exorbitant fees and accrued capitalized interest totaling {$24000.00}, significantly inflating my principal loan balance from {$98000.00} to {$130000.00}. \n\nConsequently, my loan balance has exceeded my home 's value since modification, thwarting my ability to refinance or sell my home, perpetuating my financial distress. Despite attempts to capitalize on the housing boom during XXXX, I have been thwarted by the disparity between my outstanding balance and my home 's market value. \n\nThese egregious errors and delays not only exhibit negligence but also border on criminality, necessitating urgent redress. My predicament underscores the urgent need for accountability and corrective measures to rectify the gross mishandling of my mortgage modification. My application for mortgage modification languished far beyond the duration of my initial financial hardship, which lasted a mere three months. Despite my proactive approach to seeking assistance before my mortgage became delinquent or faced foreclosure, the modification process inflicted undue strain, ultimately compelling my husband and me to file for bankruptcy to stave off foreclosure. \n\nIt's crucial to underscore that all foreclosure fees incurred were a direct consequence of XXXX XXXX XXXXXXXX XXXX ( XXXX ) failure to promptly process my application, and the excessive capitalized interest accrued was likewise a result of XXXXXXXX XXXX delays. These errors not only precipitated financial turmoil but also had cascading effects on my credit score, necessitating bankruptcy filing and leading to increased rates on credit cards and auto loans. \n\nThe Emergency Economic Stabilization Act of XXXX, which birthed the Troubled Asset Relief Program ( TARP ) and subsequently the Home Affordable Modification Program ( HAMP ), aimed to provide financial support to banks and incentivize successful homeowner assistance programs during the economic downturn. XXXX XXXX egregious mishandling of my case stands in stark contrast to the intent of such programs, underscoring the urgent need for accountability and redress.","date_sent_to_company":"2024-02-28T23:05:40.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"454XX","tags":null,"has_narrative":true,"complaint_id":"8441183","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-02-28T22:31:12.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["Shortly after closing, I encountered financial hardship and proactively sought a <em>mortgage</em> modification from my servicing company, XXXX XXXX XXXX ( XXXX ). Despite my timely approach, I was erroneously informed that I did not qualify due to my <em>mortgage</em> being current. Advised to skip <em>payments</em> to initiate the modification <em>process</em>, I endured significant hardships."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[17.356167,"8441183"]},{"_index":"complaint-public-v1","_id":"12956452","_score":17.35181,"_source":{"product":"Mortgage","complaint_what_happened":"Servicer : Servisolution Issue : Incorrect handling of mortgage account, refusal to accept payments, and mailing to wrong address. \nCategory : Mortgage Trouble during payment process or loss mitigation I am filing this complaint as a borrower on a mortgage serviced by Servisolution for the property located at, XXXX XXXX XXXX My name is XXXX, and I moved to XXXX XXXX XXXX XXXX Despite properly updating my address, Servisolution continued to send important loss mitigation and default letters to my old Alabama address. \n\nOn XX/XX/XXXX, with my autorization my wife, she called a phone call with an agent who approved a repayment plan of XXXX XXXX However, when she called back to update my housing expenses which were not asked during the original evaluation the agreement was immediately revoked. This was punitive and unjust, especially since I was trying to provide accurate information. \n\nIn good faith, I made a payment of {$2300.00} on XX/XX/XXXX, and another payment of {$3100.00} on XX/XX/XXXX, which represents five months of mortgage payments. Despite this, XXXX XXXX XXXX from Servisolution refused to accept the second payment, stating I must pay the entire delinquency. Only after I explained that I had not received any default notices, and she confirmed that Servisolution had been mailing letters to the wrong address, did she speak with a supervisor and accept the payment. \n\nThree collection letters dated XX/XX/XXXX, were delivered to my new Utah address only on XX/XX/XXXX, after I made the payment. These letters do not reflect my XX/XX/XXXX payment and seem backdated to cover up a prior mailing error. \n\nFurthermore, I was never provided a written repayment plan for the agreement discussed in XX/XX/XXXX, which is a violation of transparency and proper mitigation procedure. \n\nServisolution is now pressuring me to pay an additional {$1800.00} by XX/XX/XXXX, despite already having received significant payments and despite the property being under a signed purchase agreement with a scheduled closing for XX/XX/XXXX. \n\nThis handling has caused enormous stress and confusion, and I believe Servisolution is violating my rights under the RESPA ( Real Estate Settlement Procedures Act ) by : Failing to communicate properly ; Refusing to accept partial payments during loss mitigation ; Not providing a written agreement for the repayment plan ; Mailing default letters to the incorrect address. \n\nI am respectfully requesting CFPB intervention to : Prevent any foreclosure proceedings while the home sale is pending. \n\nReview Servisolutions loss mitigation process. \n\nEnsure proper communication and recordkeeping compliance under federal law. \n\nThank you for your attention to this matter.","date_sent_to_company":"2025-04-12T09:24:49.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"84020","tags":null,"has_narrative":true,"complaint_id":"12956452","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Alabama Housing Finance Authority","date_received":"2025-04-12T08:57:16.000Z","state":"UT","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Paying off the loan"},"highlight":{"complaint_what_happened":["Category : <em>Mortgage</em> <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> or loss mitigation I am filing this complaint as a borrower on a <em>mortgage</em> serviced by Servisolution for the property located at, XXXX XXXX XXXX My name is XXXX, and I moved to XXXX XXXX XXXX XXXX Despite properly updating my address, Servisolution continued to send important loss mitigation and default letters to my old Alabama address."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[17.35181,"12956452"]},{"_index":"complaint-public-v1","_id":"2811908","_score":17.260511,"_source":{"product":"Mortgage","complaint_what_happened":"The original loan for a new home purchase was through XXXX XXXX  who then sold off the loan to XXXX. My wife was qualified on her own for the mortgage initially and then her job and income changed dramatically due to unforeseen circumstances. Once we had trouble meeting the mortgage we contacted XXXX to explain the situation and the change in income. They offered us a forbearance plan for 3 months which we met the conditions and paid the required amount on time for the 90 day period. XXXX then said they wanted to work on a '' Loan Modification '' for us which started in XX/XX/XXXX. When I went to make the monthly mortgage payment we were blocked from paying through the website as we had done in the past. When I called them to make the payment I was told by them that no payment can be accepted during the Loan modification process. I again tried to pay n XX/XX/XXXX and was told again they could not accept. We just got a notice from them that the Loan modification was denied for the reason we did not respond in time. We responded immediately and on time to every request we had from them and have records and copies of everything showing we did. They have allowed a large debt to grow for failure to accept the payments we attempted to make every month. They are all over the internet for fraud and deceptive business practices and feel they are trying to set us up to take our home.","date_sent_to_company":"2018-02-12T17:01:53.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"85298","tags":null,"has_narrative":true,"complaint_id":"2811908","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2018-02-12T16:40:19.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["When I went to make the monthly <em>mortgage</em> <em>payment</em> we were blocked from paying through the website as we had done in the past. When I called them to make the <em>payment</em> I was told by them that no <em>payment</em> can be accepted <em>during</em> the Loan modification <em>process</em>. I again tried to pay n XX/XX/XXXX and was told again they could not accept. We just got a notice from them that the Loan modification was denied for the reason we did not respond in time."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[17.260511,"2811908"]},{"_index":"complaint-public-v1","_id":"1795665","_score":17.20828,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage company is actively trying to delay or block my home mortgage refinance with another company. I initiated a mortgage refinance with a broker in XXXX. The last step is for me to provide a 24 month verification of mortgage payments. I provided my broker with signed authorization to obtain this information on my behalf. The first request was on XXXX XXXX. After repeated requests for this information, the mortgage company still has not provided my broker with payment history, and even told them it may be after XXXX XXXX!!! My loan interest rate is locked in until XXXX XXXX, and I just received a letter stating that they received my request and that it would take place after XXXX XXXX. I may lose my loan interest rate and may even have to start the process over due to my mortgage company failing to fulfill my request withing the XXXX business day period they told me it would take when I inquired about if over the phone in XXXX. My broker urged me to file a complaint and stated that this activity is illegal. The request for mortgage payment history should not be delayed for months. I have been having trouble with my mortgage company improperly handling situations for years now. In XXXX I applied for a mortgage loan modification after the economy downturn, I was unable to afford the extremely high payments for a house that lost half it 's value. My mortgage company dragged it 's feet until I finally had to file for bankruptcy in XXXX. During my bankruptcy planning process, the mortgage company finally sent me documentation approving my loan modification. I decided to file chapter XXXX instead of chapter XXXX because I believed that they were acting in good faith. This proved to be a mistake. After I met all the qualifications during the 3 month trial period for the loan modification, I heard nothing from my mortgage company. I called to find out why my modification had not been finalized. My loan specialist advised me to keep making the new lower modified payment until they were able to find out why the process was not complete. This went on for 7 months and then I was told suddenly with no reason at all that the mortgage company was not going to do the modification and that I am now way behind on my mortgage due to paying the lower amount that they advised me to do. I believe they fraudulently sent me approval for loan modification that they had no intention of fulfilling so that I would not file chapter XXXX and they would be stuck with the house. I would have filed chapter XXXX if they had not sent me loan modification approval. My mortgage company continues to petition the court to modify the loan amount I agreed to in my bankruptcy plan. I do n't see how they are able to do this without my approval or agreement. They even advised me over the phone that there is a motion to dismiss the bankruptcy so they can continue collection activities, even though I am still under bankruptcy protection. I do n't know where else to turn for help against them. I have attempted to contact an attorney, but am having difficulty determining what type of lawyer handles these types of cases and could give me advise.","date_sent_to_company":"2016-02-19T15:44:04.000Z","issue":"Application, originator, mortgage broker","sub_product":"FHA mortgage","zip_code":"30294","tags":null,"has_narrative":true,"complaint_id":"1795665","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2016-02-19T15:44:03.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have been having <em>trouble</em> with my <em>mortgage</em> company improperly handling situations for years now. In XXXX I applied for a <em>mortgage</em> loan modification after the economy downturn, I was unable to afford the extremely high <em>payments</em> for a house that lost half it 's value. My <em>mortgage</em> company dragged it 's feet until I finally had to file for bankruptcy in XXXX. <em>During</em> my bankruptcy planning <em>process</em>, the <em>mortgage</em> company finally sent me documentation approving my loan modification."],"product":["<em>Mortgage</em>"],"issue":["Application, originator, <em>mortgage</em> broker"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[17.20828,"1795665"]},{"_index":"complaint-public-v1","_id":"22457800","_score":17.16184,"_source":{"product":"Mortgage","complaint_what_happened":"Trouble during payment process/ struggling to pay mortgage My mortgage is backed by XXXX XXXX and serviced by Onity mortgage. I am currently experiencing a documented financial hardship due to active unemployment. To prevent falling behind, I proactively submitted a complete hardship forbearance application while my account was fully current. \n\nThirty days later XXXX XXXX XXXX XXXX XXXX XXXX  phone conversation with Onity representative XXXX XXXX XXXX XXXX XXXX  ) Onity verbally informed me that my application was denied purely because my account is currently up to date. The agent further claimed that I have \" no option to appeal '' the decision. Onity is also withholding my formal written denial notice, blocking my ability to review the decision. \n\nOnity 's actions are a direct violation of XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX guidelines strictly mandate that servicers evaluate current borrowers for a temporary hardship forbearance if they face an \" imminent default '' due to verified hardships like unemployment [ XXXX ]. \n\nI request that the CFPB compel Onity Mortgage to : XXXX. Formally evaluate my application under XXXX XXXX XXXX XXXXmminent Default guidelines [ XXXX ] XXXX. Immediately provide the written denial notice with the required aphanumeric denial codes. \nXXXX. Approve a temporary hardship forbearance so I can safely pause my payments without credit damage while searching for employment.","date_sent_to_company":"2026-05-22T02:41:44.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"98682","tags":null,"has_narrative":true,"complaint_id":"22457800","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2026-05-22T02:05:09.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu"},"highlight":{"complaint_what_happened":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>/ struggling to pay <em>mortgage</em> My <em>mortgage</em> is backed by XXXX XXXX and serviced by Onity <em>mortgage</em>. I am currently experiencing a documented financial hardship due to active unemployment. To prevent falling behind, I proactively submitted a complete hardship forbearance application while my account was fully current."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[17.16184,"22457800"]},{"_index":"complaint-public-v1","_id":"6796678","_score":17.097088,"_source":{"product":"Mortgage","complaint_what_happened":"Completed grant application in XXXX from PAHFA # XXXX, requested help resulting from Covid Hardship, fell behind in making payments. After several months of paperwork and waiting in process, was awarded the grant/ {$7900.00} received documentation via email of the amount that would help to bring account current/ assist during this hardship. Had to sign receipt of grant acceptance notification of amount /along with XXXX  . Grant funds awarded would be sent directly to Mortgage company in amount {$560.00} monthly and has up until recent months. PAHFA has not communicated as to why payments has not been sent from the grant that i was awarded for XXXX XXXX, just stopped according to Mortgage company sending grant payments. Mortgage company claim they don't have any communication from PAHFA of termination nor have i received any communication from PAHFA other than system migrating when I called had no other information nor help, told to email PAHFA, tried emailing unsuccessful in attempts. Meanwhile, I just received a default notice from XXXX about my home status being in trouble, when grant funds awarded is in positive balance. I am at loss as to what is going on, can get no understanding from XXXX PAHFA can't email nor communicate with team that can help with this problem. Please help [","date_sent_to_company":"2023-05-08T19:46:05.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"19124","tags":null,"has_narrative":true,"complaint_id":"6796678","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNSYLVANIA HOUSING FINANCE AGENCY","date_received":"2023-04-05T22:43:39.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Grant funds awarded would be sent directly to <em>Mortgage</em> company in amount {$560.00} monthly and has up until recent months. PAHFA has not communicated as to why <em>payments</em> has not been sent from the grant that i was awarded for XXXX XXXX, just stopped according to <em>Mortgage</em> company sending grant <em>payments</em>."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[17.097088,"6796678"]},{"_index":"complaint-public-v1","_id":"3910154","_score":17.04981,"_source":{"product":"Mortgage","complaint_what_happened":"Bank - Huntington When the pandemic first began, we placed our loan into forbearance as we were quickly losing work and, subsequently, income. On several occasions, Huntington representatives confirmed that payments missed during forbearance would either be owed in full at the end of the forbearance period OR payments would be added to the \" back '' of the loan, thus changing the loan maturity date. Huntington is now forcing us to either pay the loan or accept a subordination loan, claiming that despite misinforming us throughout the entire forbearance process, our loan is an FHA loan and the modification we were initially told would happen was offered in error. We requested that a supervisor pull and review calls. We were told that this was, in fact, done and that we were misled and misinformed. \n\nCurrently, our loan is showing as 6 months behind. We would have never entered into forbearance had we known we would be forced to accept an additional loan. We are now attempting to refinance our current mortgage and are unable to do anything as our loan is not current. At this time, we have been advised that we will likely have trouble obtaining a refinance with both a mortgage and subordination loan.","date_sent_to_company":"2020-10-21T14:03:17.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"461XX","tags":null,"has_narrative":true,"complaint_id":"3910154","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HUNTINGTON NATIONAL BANK, THE","date_received":"2020-10-21T13:52:06.000Z","state":"IN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On several occasions, Huntington representatives confirmed that <em>payments</em> missed <em>during</em> forbearance would either be owed in full at the end of the forbearance period OR <em>payments</em> would be added to the \" back '' of the loan, thus changing the loan maturity date."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[17.04981,"3910154"]},{"_index":"complaint-public-v1","_id":"5444470","_score":16.754307,"_source":{"product":"Mortgage","complaint_what_happened":"Hello, FLAGSTAR BANK is repeating the exact error that I've already submitted to the CFPB - and the bank claimed to have resolved. \nHere is the 1st complaint filed and resolved 5 months ago to the day. \n\nXXXX XXXX XXXX XXXX XXXX XXXX mortgage Trouble during payment process FLAGSTAR BANK XX/XX/2021 Closed Company responded I have attached my original complaint and the resolution letter from FLAGSTAR BANK> I also included a snapshot of the new letter I received today - restarting this whole nightmare over again. \n\nI'm also submitting a new complaint that I have logged in and selected paperless delivery about 4 times yet I continue to receive a hard piece of snail mail, including statements, about every 3 days from FLAGSTAR BANK. I need the bank to implement paperless delivery as I have requested multiple times online.","date_sent_to_company":"2022-04-14T01:06:56.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"80231","tags":"Servicemember","has_narrative":true,"complaint_id":"5444470","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Flagstar Bank, N.A.","date_received":"2022-04-14T00:53:50.000Z","state":"CO","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":["XXXX XXXX XXXX XXXX XXXX XXXX <em>mortgage</em> <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> FLAGSTAR BANK XX/XX/2021 Closed Company responded I have attached my original complaint and the resolution letter from FLAGSTAR BANK> I also included a snapshot of the new letter I received today - restarting this whole nightmare over again."],"product":["<em>Mortgage</em>"],"issue":["<em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[16.754307,"5444470"]},{"_index":"complaint-public-v1","_id":"15919626","_score":16.699753,"_source":{"product":"Mortgage","complaint_what_happened":"We were looking to refinance our house because the mortgage payment has gotten out of hand. XXXX was the lender that we were given. XXXX was very helpful during the process ( turning in paperwork, communication during the process, etc ). Because Im a XXXX, she even paid for our appraisal! Well, I hope they did anyway? If we end up with a bill, Ill let you know!\n\nAfter turning in ALL the paperwork, signing all the documents, and the appraisal, the communication was SHUT OFF. No other documents were sent for closing after our appraisal? Was it because our house is worth more than they thought?? We dont know. We wont ever get answers as to where this loan went? They even checked our credit, with lowers our credit, and now we are going to have to get our credit checked again if we want to apply for another and lower it even more! Its not fair!\n\nAnd this is the SECOND loan that we have tried with Carrington!? The first loan was with XXXX. It didnt go through after the appraisal as well??? But he at least told us that it didnt work out for whatever reason? He never responded back to us after that though. \n\nBack to the second loan, we werent supposed to pay XXXX mortgage because of this new payment, and now we are having to pay for XXXX and we are still paying the amount that we are having trouble with in the first place! \nWe are stuck! We have been trying to contact XXXX AND her manager! We have left numerous voicemails! We have called Carrington numerous times and we just get transferred to different people that transfer us to voicemails.\n\nIs this for real?? What kind of company is this!? And how do we get out of it??! They are fraudulent and we want out! Help!","date_sent_to_company":"2025-09-13T12:49:15.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"72704","tags":null,"has_narrative":true,"complaint_id":"15919626","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2025-09-13T12:26:55.000Z","state":"AR","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue with the application process"},"highlight":{"complaint_what_happened":["We were looking to refinance our house because the <em>mortgage</em> <em>payment</em> has gotten out of hand. XXXX was the lender that we were given. XXXX was very helpful <em>during</em> the <em>process</em> ( turning in paperwork, communication <em>during</em> the <em>process</em>, etc ). Because Im a XXXX, she even paid for our appraisal! Well, I hope they did anyway? If we end up with a bill, Ill let you know!\n\nAfter turning in ALL the paperwork, signing all the documents, and the appraisal, the communication was SHUT OFF."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"company":["CARRINGTON <em>MORTGAGE</em> SERVICES, LLC"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["Trying to communicate with the company to fix an issue with the application <em>process</em>"]},"sort":[16.699753,"15919626"]},{"_index":"complaint-public-v1","_id":"17255706","_score":16.648354,"_source":{"product":"Mortgage","complaint_what_happened":"* Issue : Trouble during payment process or applying for assistance * Company : Select Portfolio Servicing , Inc. ( SPS ) * What happened : I am a federal employee impacted by the ongoing government shutdown and submitted my official hardship letter from my employer to SPS through their online portal in the first week of XX/XX/year>XXXX  to request mortgage assistance due to reduced income. \nAfter more than ten days without a response, I called SPS and was told my hardship documentation was received and that I would be mailed available assistance options. No such letter ever arrived. Instead, on XX/XX/year>, when I tried to make a double payment ( funds borrowed from relatives ) to bring my account current, I found that my online payment access was XXXX and my loan had been placed in foreclosure status. \nAn SPS representative confirmed that this was a human action, meaning the foreclosure was deliberately initiated while my hardship request was still pending. This violates the spirit of RESPA and federal mortgage servicing guidelines, which require servicers to act in good faith and evaluate hardship or loss-mitigation requests before pursuing foreclosure. \nSPS gave conflicting information, failed to acknowledge my application, and blocked my payment attempt actions that appear unethical and predatory, especially toward federal employees facing verified shutdown-related hardship.","date_sent_to_company":"2025-11-14T17:23:19.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"33024","tags":null,"has_narrative":true,"complaint_id":"17255706","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2025-11-14T16:58:15.000Z","state":"FL","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["* Issue : <em>Trouble</em> <em>during</em> <em>payment</em> <em>process</em> or applying for assistance * Company : Select Portfolio Servicing , Inc. ( SPS ) * What happened : I am a federal employee impacted by the ongoing government shutdown and submitted my official hardship letter from my employer to SPS through their online portal in the first week of XX/XX/year>XXXX  to request <em>mortgage</em> assistance due to reduced income."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[16.648354,"17255706"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":272,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":272}]}},"product":{"doc_count":272,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":238,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":122},{"key":"FHA mortgage","doc_count":50},{"key":"VA 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