{"took":1717,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":14,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6048941","_score":23.688091,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/2022 - I requested to close my Health Savings Account at Optum , Inc ( https : //employer.optumfinancial.com/ ) and transfer all the funds ( $ XXXX ) to XXXX. \n\nXX/XX/2022 - Optum claimed that they issued a check to XXXX. \n\nXX/XX/2022 - XXXX told me they still haven't received any check or notifications about the transfer. Then I contacted Optum again and they told me that they will reissue a new check to XXXX. \n\nXX/XX/2022 - When I tried to contact Optum to inquire about the status, I was told that the case was closed and there's no resolution. The customer service basically told me there's nothing they can do and can't wait to get rid of me by \" Is there anything else I can help you with today? '' At this point, my HSA funds at Optum was basically scammed. It's been 1.5 months since I requested the HSA account transfer via mail ( which is another pain point ) and my funds ended up swallowed by Optum. I'll have to take legal action against Optum if this can't be resolved.","date_sent_to_company":"2022-10-04T21:25:08.000Z","issue":"Closing an account","sub_product":"Other banking product or service","zip_code":"980XX","tags":null,"has_narrative":true,"complaint_id":"6048941","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"OPTUM BANK, INC.","date_received":"2022-10-04T21:00:02.000Z","state":"WA","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["XX/XX/2022 - I requested to close my Health <em>Savings</em> Account at Optum , Inc ( https : //employer.optumfinancial.com/ ) and transfer all the funds ( $ XXXX ) to XXXX. \n\nXX/XX/2022 - Optum claimed that they issued a <em>check</em> to XXXX. \n\nXX/XX/2022 - XXXX told me they still haven't received any <em>check</em> or notifications <em>about</em> the transfer. Then I contacted Optum again and they told me that they will reissue a new <em>check</em> to XXXX."],"product":["<em>Checking</em> or <em>savings</em> account"]},"sort":[23.688091,"6048941"]},{"_index":"complaint-public-v1","_id":"16064216","_score":16.265537,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXXI open a account with PayPal about 3 years ago the same transactions an activities occur on this account just a month ago one consumer double charged my account i cancel the transaction because I was charged twice from the same company reported it PayPal they credit my account back then another incident happened where as though I didn't want XXXX  services no more so I reported to PayPal I was to cancel a upcoming payment from them I have a screenshot of the conversation with PayPal chat representative that says I cancel/ block upcoming payment from XXXX  so whenever the payment was due PayPal still allowed this payment to be withdrawn out my  checking account it contacted them to inform them thst payment wasn't supose to taken out because 4days before the payment was due I spoke to a PayPal representative who assured me that payment would be block well XXXX  charged a payment plus additional fees i complain about it PayPal credited my account dollars an sum cents & told me they couldn't credit the other portion of XXXX  money that was taken from my checking account & after viewing my complaint they said did i have any additional proof before they closed thst claim i never responded because the screenshot is showed them about the conversation with their representative they basically over looked it trying to put blame on me then out of nowhere they then put permanent limitations on the account & want release my savings funds of XXXX I contacted the PayPal representative 3 times about i just wanted my savings money i don't want their business one representative assured me she let another set of eyes look at this account & solved this matter i waited 1wk as she told me but noone got in touch with me then I call them again complaining about the situation why my money was being helded they tried saying I violated the PayPal rules and regulations I said how all i did was put in a claim against the merchant for withdrawal of funds from my account after me reporting to them  before this merchant took a payment from my checking account well I then put in a complaint to PayPal customer service didn't get the proper answer so I filed a complaint with the XXXX  their response was basically on paypal side trying to say they was a advocate about the matter & she was a PayPal advocate from paypal so I then put in another complaint against her decision with her an she still refuses to release my savings account money saying I violated i had negative balances & fraudulent transactions which is a lie never happened i exchange words with this person telling her shes a liar who's trying to defend paypal due to their negligence an fraudulent lies trying to protect them with putting false information on me & all i wanted was my funds from my savings account she says nothing has changed with the decision made so I contacted this service so I can just get my savings funds from paypal they saying I have to wait until nxt yr for them to release my savings funds its XXXX 2025 & this happened in XXXX  2025 its against the law for paypal to hold savings account money due to me when they have permanent limitations terminated my account due to no fault of mines but they trying to say I violated their policy because I defended myself after I put in a claim not even XXXX  $ an reported a claim of XXXX  which was supose to be blocked from XXXX  not withdrawing out my account i had a checking an savings account with them  I transfer the balance of checking account to savings account thinking I can withdraw all the savings account to my new account through XXXX  but paypal had it where I was blocked an  couldn't do it after the  fact when XXXX  2025 came my automatic payments was due on this paypal account I had to reroute all automatic payments to my XXXX  new account & zip payment was due I had that payment paid through another account so thats why they are saying my account had negative balances which is a lie the same day that zip payment was paid just not through then an i have proof of thst payment the same day from another account i have not had any other automatic payment due to this paypal account because I had to reroute all my automatic payments to a new account through XXXX  this is distress and caused me a lot of tension & pain an suffering paypal just figured they can just do customers any kind of way just because they are a big company & file false information on their customers pointing them as the bad person using their policy as a cover up that the customer violated or broke company policy all so to make them true an customer a liar i have proof it tried to solve this matter I just want my savings account money if u put a permanent hold on my money release my funds while hold them for 6months saying that they have to hold them due to merchant claims which i have no business account these ate all transactions that was on the account & if there was a problem before I put in a claim which didn't they give me a warning I was doing something wrong on the account all transactions are legit and none fraudulent transactions they trying to say they are fraudulent which is a lie anymore can view my account & transactions & see all transactions was legit & sum of the representative said paypal was putting a permanent limitations terminated on the account because it was a business lies lies lies the only transactions on that account was every month automatic payments of my bills sending money to friends/family & basics transactions of food etc.. none of those transactions dealing with business & my XXXX  deposit each month & i was never notify until I put in that claim only i just want justice & I have been through enough with PayPal just release my funds instead of holding my funds due to me\"","date_sent_to_company":"2025-09-19T08:29:19.000Z","issue":"Closing an account","sub_product":"Savings account","zip_code":"27260","tags":null,"has_narrative":true,"complaint_id":"16064216","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2025-09-19T07:14:15.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["in XXXX  2025 its against the law for paypal to hold <em>savings</em> account money due to me when they have permanent limitations terminated my account due to no fault of mines but they trying to say I violated their policy because I defended myself after I put in a claim not even XXXX  $ an reported a claim of XXXX  which was supose to be blocked from XXXX  not withdrawing out my account i had a <em>checking</em> an <em>savings</em> account with them  I transfer the balance of <em>checking</em> account to <em>savings</em> account thinking"],"product":["<em>Checking</em> or <em>savings</em> account"],"sub_product":["<em>Savings</em> account"]},"sort":[16.265537,"16064216"]},{"_index":"complaint-public-v1","_id":"3200645","_score":15.680431,"_source":{"product":"Checking or savings account","complaint_what_happened":"To whom it may concern : There is someone stealing from my bank accounts at Wells Fargo, XXXX XXXX, and the XXXX XXXX XXXX XXXX. They are using XXXX XXXX, XXXX XXXX and other sources to transfer money. I do not know how they retrieved my personal information. Maybe, they stole mail from my street. I receive weird letters with different addresses and names. \n\nI am very saddened that this is happening. I am older, vision impaired, and in pain daily. I can not go to the bank every time that there is a problem or money is stolen. This account belongs to me, however, my daughter is a beneficiary on several accounts. My daughter has been on taxes, since XXXX, we were involved in accidents in the XXXX 's and she ( XXXX XXXX ) assists me daily with care. We have accumulated a lot of wealth. \n\nThe police have also been recently harassing us. They were harassing my daughter for no reason and they have destroyed her property, worsening our health. My daughter is severely depressed. They ruined her vehicle to the point she has to associate with dangerous people while travelling. The police might be stealing personal information to ruin me and my daughter 's life. I do not speak to any other people in regards to my checking or savings account except my daughter XXXX XXXX. The people who are hacking my account are strange people who I have no affiliation with. I am very anxious and nervous since these problems continue to occur. \n\nMy daughter has several complaints here also. Please send me correspondence of this complaint. Someone else also has hacked my telephone number as well as my daughter 's trying to steal money from our accounts. I never talk to this people. Telemarketers and scammers might make calls occasionally. Please help me with this matter. The police might have also caused some of these problems and there is even a stolen check that was in my daughter 's vehicle that, XXXX XXXX, my daughter 's previous finance company has stolen. \n\nBasically, someone is hacking my phone numbers, debit cards, bank accounts and other information to steal money online through different banks. \nPlease email my daughter with correspondence about this case. Note : hackers are hacking me and my daughters phone numbers. They are using identity fraud. Who has are numbers? \nMy name is XXXX XXXX Daughter 's name XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2019-04-03T15:05:16.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"086XX","tags":"Older American","has_narrative":true,"complaint_id":"3200645","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2019-04-03T14:40:58.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["They ruined her vehicle to the <em>point</em> she has to associate with dangerous people while travelling. The police might be stealing personal information to ruin me and my daughter 's life. I do not speak to any other people in regards to my <em>checking</em> or <em>savings</em> account except my daughter XXXX XXXX. The people who are hacking my account are strange people who I have no affiliation with. I am very anxious and nervous since these problems continue to occur."],"product":["<em>Checking</em> or <em>savings</em> account"],"sub_product":["<em>Checking</em> account"]},"sort":[15.680431,"3200645"]},{"_index":"complaint-public-v1","_id":"18211576","_score":14.833582,"_source":{"product":"Credit card","complaint_what_happened":"I have two credit cards with Capital One with credit card account number XXXX. I open up this account in XXXX. It is {$1000.00} secure credit card I have made over {$8000.00} in payments. Ive never missed a payment I never was late on a payment however, I was having problems with my external bank XXXX  XXXX XXXX with transferring my funds to an account that they informed me it would take one to two business days so I will schedule a credit card payment with Capital One the third or fourth business day when Capital One took or tried to take the money out the funds were not available. This happened a couple times. Therefore I came up with an idea to open up a Capital One check in and save his account which took 10 business days in order to get approved due to some fraud activities that was on my profile years ago that I didnt know about however they approved me for savers account since then my payments have been on time. No payments has been kicked back. I got another secure credit card for {$500.00} account XXXX. I am making payments with Capital One check-in and save this account as well is to the point that the check-in and savers account are not allowing me to add money onto the account before I got approved for the checking account. Capital One denied me several times therefore I was only able to use my XXXX XXXX external account and other external accounts to make my payments when I inform Capital One that Im only need a checking account because the savers account that they gave me is not allowing me to make instant transfers from other accounts that I have and I informed them that I will only be using Capital One savings and checking account just to make my credit card payments in the meantime, payments are getting kicked back and account number ending in XXXX when I got approved for capital one checking account. The problem has stopped. I am making my payment good and on time and set. I am overpaying my accounts and I never missed a payment. I have a total of {$900.00} ended in account number XXXX just yesterday I withdraw {$100.00} out the ATM for some reason {$100.00} payment in account ended in XXXX got sent back. I had the money into my Capital One savers account. Therefore I dont have no idea why it got sent back so this morning Sunday they closed both of my accounts including account ending in XXXX. That has the {$900.00} available credit limit still in there. This is gon na cost me foreseeable pain and suffering for the simple fact, I have a contract with Aviss rental car that allows me to go back-and-forth to work because my car is down they put {$860.00} that was pending back into my account and Capital One is same to me I have to wait 5 to 10 business days to get this money refunded back to me in a paper check which is gon na cost me not to only pay for my rental car at XXXX, but its gon na cost me to lose my job and everything because that credit card that I have was the credit card getting me my vehicle so I can get back-and-forth to work. I havent had a problem with credit card ended in XXXX ever since I got the check and savers account but due to the new account of a payment that got sent back ended in XXXX they took action enclose both of my accounts with money still in there. This disclosure of my account ended in XXXX is gon na cause my life to go all the way downhill I have explained this to capital one even the XXXX was curious that it shows that Ive been making payments not just on time but overpayments havent missed not XXXX payment and why did the other account infect the other one and its gon na cost me pain and suffering because I have to wait 10 business days for that {$900.00} to come back to me in the paper check form and that wasnt how the payment was given. The payment was given strictly off of my Capital One card so therefore Im gon na have {$900.00} thats just not gon na be available and its gon na cost me to be default. Cost me my job cost me with bad problems with XXXX rental car and everything. I explained this to Capital one that why would they treat me like this when they see? Im a valuable customer and a manager couldnt believe it so I had no choice but they contact","date_sent_to_company":"2025-12-22T04:14:33.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"08081","tags":null,"has_narrative":true,"complaint_id":"18211576","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-12-22T03:50:12.000Z","state":"NJ","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I am making payments with Capital One <em>check</em>-in and save this account as well is to the <em>point</em> that the <em>check</em>-in and savers account are not allowing me to add money onto the account before I got approved for the <em>checking</em> account."]},"sort":[14.833582,"18211576"]},{"_index":"complaint-public-v1","_id":"3544429","_score":13.594493,"_source":{"product":"Checking or savings account","complaint_what_happened":"My account had several checks placed in the savings account it was done without our acknowledgement and when they froze our accounts I agreed to pay the amount because it was valid and I could see it in my account. However, at this time all the amounts have been paid on the account in the amount of {$1500.00} we have {$410.00} left in the XXXX account and a XXXX balance in all the other accounts. However, they will not allow my husband to remove the money in the XXXX account saying that I am a joint owner in the account although we have a XXXX balance and do not owe any money to the bank right now. My husband also has money set to deposit to the account in the next 1-2 days to the account as well as my tax refund is also set to deposit to the account tomorrow XX/XX/2020 in XXXX. The lady in the security department is saying claims made on the account are being reversed that are over 30-60 days old, as well as they will be be reversed until XX/XX/2020. At this point I would like all my money out of the accounts, my husbands deposit that is coming in the next few days as well as my entire tax refund that is hitting my account tomorrow. The representative I spoke with on the phone today told me that it would be ok if I took some of the money out the account right after we got off the phone with account services and if they listen to the call they can hear it. Now they are refusing to take my call in the security services department and they are not willing to release any money. I am actively talking to an attorney in reference to this situation and not wanting to release my husbands money on his account. I am XXXX and I was just awarded my XXXX as they can see the {$12000.00} that hit my account last month. The stress that Navy Federal is causing on me not being able to feed my children and grandchildren, not being able to go to my medical appointment I had in XXXX, NC this morning because I don't have the gas to go there and not being able to get my medications due to this stress of not being able to get my money. If we can not come to a reasonable accommodation my attorney will be glad to proceed with filing a lawsuit and get me all the pain and suffering this undue stress is causing me as well as zero out everything that Navy Federal is trying to make us pay. I paid what they asked me to pay and if we have a XXXX balance on all accounts now then why cant we receive our monies? We have a gas bill that we agreed to pay today and we cant pay it because they wont release our money and we have bills that we cant pay now. Once our taxes hit tomorrow we would like our money and to walk away and not look back we do not plan on dealing with Navy Federal again and I plan on telling others about how we were treated and now they wont even take our call. Navy Federal started off good but how can you freeze someone money and they don't owe you anything right now? We cant look at the future we have to look at the right now even if something is going to be reversed its not reversed yet nor is it showing negative on the account. I would strongly recommend if they have this bank to change asap. I cant get gas, pay bills, go to my medical appointments, get my medications, pick up my kids from school, or even buy groceries for my house because the money in the account is frozen. We went ahead and used my husbands 1st retirement pay to clear up the accounts and that money was for bills specifically and for me to go to my medical appointments but now I cant go. Your more than welcome to call XXXX XXXX to confirm that I had an appt today and now one tomorrow I cant go to. I'd like my money from this bank and when the money is reversed on XX/XX/2020 my attorney, Navy federal and my husband and sit down at that point and talk about it and see if it can offset my pain, suffering and stress its causing me. I cant even get my anxiety meds because they wont release my money. \n\nNavy Federal is now refusing my call and would not speak with me at all!","date_sent_to_company":"2020-02-25T16:11:46.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"28303","tags":"Servicemember","has_narrative":true,"complaint_id":"3544429","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2020-02-25T15:25:59.000Z","state":"NC","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I'd like my money from this bank and when the money is reversed on XX/XX/2020 my attorney, Navy federal and my husband and sit down at that <em>point</em> and talk <em>about</em> it and see if it can offset my <em>pain</em>, suffering and stress its causing me. I cant even get my anxiety meds because they wont release my money. \n\nNavy Federal is now refusing my call and would not speak with me at all!"],"product":["<em>Checking</em> or <em>savings</em> account"],"sub_product":["<em>Checking</em> account"]},"sort":[13.594493,"3544429"]},{"_index":"complaint-public-v1","_id":"7928575","_score":13.156707,"_source":{"product":"Credit card","complaint_what_happened":"Bank of the west took {$12000.00} from me for a secured credit card in XX/XX/2023. They also gave me a personal checking and a business checking and two savings accounts this bank merged with bank of Montreal in the beginning of XX/XX/2023 between the time of my opening the accounts and the merger my cards were stolen. My bank accounts were compromised and a lot of my money was taken. Ive provided timely complaints/claims disputes on those items and bank of the west did not process the claims correctly asked me to wait for provisional credits and while I waited, trusting that they had processed everything correctly, according to policies and procedures that they explained to me while I waited trusting them my bank accounts continually got compromised and by the time the claims were processed they were processed incorrectly and did not include everything that I had claimed this was escalated to a manager. I have proof by emails and phone calls, recorded, conversations, etc. the manager never contacted me back. The claims were miss handled. My accounts were miss handled during the merger. I had lost use of my accounts because of these issues that the bank was having there was nobody in charge. Theres nobody helping me I filed new claims which they took reluctantly, and tried to tell me that I was too late, even though the claims were already filed, I went into a bank because the credit card claims and debit card claims had me XXXX down financially and because the only claims that the bank of Montreal decided they had personnel competent to process were the credit card claims and I needed to get my credit card closed and take my money out because this was {$12000.00} they were holding of my money and then suddenly there were new policies and whether they were new or whether they were old the fact that they tried to charge me cash advance fees, and {$160.00} interest on cash advances where they were holding my {$12000.00} and only gave me {$.00} interest on that money then charged me $ XXXX on the same money thats mine, the personnel didnt know how to close the account forced me to have to keep my money in the bank and then charge me all these fees and now theyve said they process my claims and sent me all my money back which I still dont have, and that they think that theyre valid and keeping charges against me for cash advances and get an interest on cash advances is a crime. The bank has held my money XXXX and has punished me for having fraud claims and now have closed all my accounts and forced me for the checks that I do have to have to cash them at a check cashing company and pay {$2500.00} fees for cashing them because the bank said they dont have enough money to cash their own checks. My two savings accounts are missing. I have no idea what theyve done with them. They just have been missing on my app. I have no clue where they are. I dont know anything about them theyre just gone they have unprofessionally handled every account. They have double charged me on cash advance fees and interest on cash advances when they told me they were going to be credited to my account and now they sent me a letter that they sent me a {$9000.00} check which I dont have but theyre going to keep those fees which is unacceptable and proves to the consumer, financial protection bureau and the FDIC, that this financial institution and this merger between financial institutions is mishandling peoples money. This is serious. I want the government to investigate their books because they have double charged me fees after they were supposed to give me credit and I have complained several times to this financial institution that this has happened and no one has paid attention but instead they have decided to choose whatever numbers they chose to pay me back whatever members they chose to credit me and now theyre saying that they have a right to keep these in interest that they charge me and they dont they do not I dont even trust the amount of money that they have returned to me are correct until I have them audited myself, and because I have been forced into this position at this point is because of the banks mistakes, and because the bank is ignoring the fact that they even just double charged me when the person told me, she was crediting the account and they arent even paying attention to what I said instead of saying, they have rights to these fees proves clearly that they have no idea what theyre doing and you cant trust them with your money I can not trust this bank with my money whatsoever. Its a big game its like a joke its so incompetent. I cant believe it. On top of that Im being discriminated against there was no discussion about anything with my savings account. Theres no discussion about them closing my business account and there was no discussion that they werent going to issue new account numbers they just decided to have the branch issue me two cashiers checks for whatever numbers they decided they were going to give me and that the bank was not gon na cash them for me and force me to pay {$2500.00} in fees at a check cashing place. When the person in the front investigation unit told me that they were going to issue checks to me she didnt even offer the {$12000.00} that they were holding in my security count. She told me that there was a {$9000.00} approximate credit on my credit card account and that shes going to close the account and send me the {$9000.00} and then I had to ask her what about the {$12000.00} youre holding You have to give me that too and then she put me on hold and came back and told me that I could get that from the bank so she didnt even realize that that was part of it. Theres no possible way that this financial institution is taking care of peoples money correctly. I would be not surprised at all if somebody in the bank is stealing money, or that a lot of people like myself, start popping up with this financial institution Theres no reason for them to keep any more of my money. They double charged me when they said they were crediting me on fees and interest on cash advances. They forced me to have to take those cash advances then they double charged me when they said they were crediting me, and I want it all paid back to me every dime! Theres no way anyone has audited that or done anything about it they just want me to, except what theyve done they charge me XXXX for withdrawal fees. They charge me interest on my money for cash advances and refused to close the account because they said they didnt know how to but now theyve done it now that theyve been placed under review with a CFPB I think that you need to pay attention to the fact that theres no accountability to anything that this financial institution is doing theres no consistent policies theres nobody managing someone else every person doesnt know how to escalate anything I have gone through XXXX months of XXXX while the bank held my money XXXX, refused to give it back to me, and then charge me fees and enormous interest on my having to use my own money and because they didnt know how to process claims and then finally only knowing how to process Credit Card claims and not debit card claims which forced me to have to close my credit card account but they couldnt do it but then forced me to have to use whatever cash I could get out of it because they wouldnt process my other claims. This is their fault, and I want all of my money every XXXX back and I want damages, I feel like you need to have their legal department review what theyve done to my life and now forcing me to let them double charge me and give them money for fees because they made mistakes and abandoned the rules and laws and policies and procedures that are in place for a financial institution to exist and ignore the fact that I told them over and over that they just double charged me for something that their personnel said they were going to credit me and then from them to make me except the fact that they want to keep all the rest of the fees and interest and everything else that they charge me, and then force me to have to go to a check cashing company because they tell me that the branch doesnt have enough money to cash the cashiers checks that they just handed me I want all that money back. I want somebody to be accountable in this financial institution for what theyve done to me and stop trying to punish me because on top of all of that now they discriminate against me didnt talk to me at all took away my savings account and closed all my accounts and told me this is what were gon na give you, and theres no accountability for them and I want every XXXX back every single XXXX. It is easy to see how Ive been treated and punished by this bank for the banks mistakes because the bank didnt know how to take a claim correctly and because the bank wants to cause people who are victims of fraud more pain intentionally instead of helping the customer because the bank is supposed to be a trusted financial institution where people can keep their money and trust that the bank has their best interest in mind, but this bank does not care about anyone, but their own money and what they get from people they dont care how they treat people they dont care about training people, they dont care about policies and procedures, and I dont feel like this financial institution is professional whatsoever. I want all of my money back every fee every charge every interest you charge me everything that you took from me everything and for the damages you put on my life. To be accountable, but I want my money back the bank hasnt even take a notice to the fact that I keep saying when the woman said she was going to give me back {$160.00} cash advance interest and a cash advance fee because that was her limit that day she charged my account instead of crediting it thats double charging and youre not even paying attention to that point there whatsoever instead you sent me a letter that you sent me some {$9000.00} check on XX/XX/XXXX, which I dont have and that youre keeping all these fees including the double charging me fees thats unacceptable and I want my money NOW","date_sent_to_company":"2023-11-30T23:31:28.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"89123","tags":null,"has_narrative":true,"complaint_id":"7928575","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BMO BANK NATIONAL ASSOCIATION","date_received":"2023-11-30T22:53:56.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["On top of that Im being discriminated against there was no discussion <em>about</em> anything with my <em>savings</em> account. Theres no discussion <em>about</em> them closing my business account and there was no discussion that they werent going to issue new account numbers they just decided to have the branch issue me two cashiers <em>checks</em> for whatever numbers they decided they were going to give me and that the bank was not gon na cash them for me and force me to pay {$2500.00} in fees at a <em>check</em> cashing place."]},"sort":[13.156707,"7928575"]},{"_index":"complaint-public-v1","_id":"13755286","_score":13.03321,"_source":{"product":"Mortgage","complaint_what_happened":"The origination date of our loan was XX/XX/XXXX with XXXX. We were scheduled to close on XX/XX/XXXX. I received a welcome letter dated XX/XX/XXXX from Shellpoint stating that they would be servicing our loan. The letter was addressed to \" XXXX XXXX and XXXX XXXX ''. \nMy legal name has been XXXX XXXX XXXX since XX/XX/XXXX. At the time of signing, I brought up that \" XXXX '' is my maiden name and not my legal name, but I was dismissed and was told that wouldn't be an issue. Initially the entirety of our funds was transferred into our bank account totaling {$100000.00} on XX/XX/XXXX although we did not request the funds at that time. I wrote a check totaling {$90000.00} returning the majority of the funds on XX/XX/XXXX. I explained that we wanted to only use the funds when needed. I then explained once again that my legal name is \" XXXX '' and not \" XXXX '' - at which point we were told we would need to resign papers in my legal name. Checks had been sent in my maiden name at that point, and I was told those checks would be canceled. I received a second set of checks in my maiden name shortly after that, which was also cancelled. It was at that time that I begin to inquire about my name change. \nIn XXXX, my husband and I decided we would use our XXXX funds to purchase a hot tub to address his pain associated with his XXXX diagnosis and VA XXXX. We paid the deposit with our own cash funds but intended to use the HELOC funds to pay the remaining cost. \nOn XX/XX/XXXX we went to an open house and decided to make an offer on the house. Our offer was accepted, and we intended to use our HELOC funds to close on the home and pay a painter to go into our prior home to paint so that we could get ready to rent or sell the property on XXXX XXXX. \nI hired a painter to paint the house the last week of XXXX because we had a planned vacation out of state that week, which would make it easier for him to complete the task. He emailed me a quote for {$6000.00}, which I knew we could cover with the HELOC funds. \nA closing date was set for XX/XX/XXXX for our new home at XXXX XXXX XXXX XXXX. In order to get our loan fully approved, the bank needed to see the funds for the closing in our bank account. I wrote a check for {$40000.00} from our our HELOC and deposited it into our XXXX checking account on XX/XX/XXXX, which did not go through bc the checks had been cancelled by Shellpoint at that point after I had reached out to Shellpoint to tell them that we had not received the checks in my legal name yet. On XX/XX/XXXX I wrote another check ( we received checks from Shellpoint in the mail ) for {$40000.00} to deposit, which also did not go through because those checks had ALSO been canceled by Shellpoint. This happened a third time on XX/XX/XXXX. By this time I had made numerous calls to Shellpoint and several complaints. I was told the checks were on their way time-and-time again. \nOnce XXXX came around, we were getting nervous about getting access to our funds in time for the closing. Our hot tub was delayed, so we didnt have to pay that bill yet. As the closing date drew closer, we realized we had to have a back up plan. On XX/XX/XXXX, I was told by Shellpoint that our checks were mailed out and would arrive in 6-10 business days. \nI reached out to my father who said he would gift us the funds temporarily, but he said he needed the funds back in his account by the first week of XXXX. On XX/XX/XXXX, my father wired {$40000.00} into our checking account to be used to finalize our loan and prepare for closing. Because we knew my father was going to need those funds, and because we knew Shellpoint had been completely unreliable at this point, we reached out to a friend of ours who was willing to loan us the {$40000.00} to give back to my father, and then we would owe her instead. She took {$10000.00} out of her savings and depleted her own HELOC in order to get us those funds. I continued to reach out to Shellpoint, and they continued to tell me that our checks were on the way. \nThankfully, to our family and friends, we were able to close on our new house on XX/XX/XXXX. We moved out of our home on XXXX XXXX and into our new home on XXXX XXXX XXXX. At this point we owed {$40000.00} to our friend. Our HELOC checks still had not arrived. \nOn XX/XX/XXXX, I called Shellpoint and told them that we still had not received checks. I told them not to cancel the prior checks but to send out another set in the meantime as it was imperative that we have access to our funds so that we can make payments. The painter went into the XXXX XXXX house and painted while we were out of town - the bill totaled {$5500.00}. It was due XX/XX/XXXX. I had to reach out to the painter and explain that we were having a problem with the HELOC checks and could not pay him until it got resolved. In the meantime, my friend received a bill for her HELOC, and she reached out to us to pay that bill on XX/XX/XXXX. Also during this time, a spot was prepared on our lawn for our new hot tub and it was delivered. We received a bill for {$10000.00} to XXXX XXXX and {$2700.00} to XXXX XXXX for his services preparing the yard. These were both due XX/XX/XXXX. We wrote checks praying that this matter with our HELOC would be resolved, but it wasnt. The check to XXXXXXXX XXXX  bounced, and my husband reached out to them to explain that we were having issues with our HELOC checks. Luckily, we had the funds in our account to cover the other subcontractor. \nIn the few weeks, my husband has been on the phone with people from Shelllpoint and then he contacted XXXX directly, and the matter still has not been resolved. I found out XX/XX/XXXX that all of the checks except the last set have been cancelled. We have maxed out our credit card while we have been waiting on our funds totaling and a balance of {$10000.00}. \nThe amount of money we owe IN TOTAL as a result of this unresolved issue is {$66000.00}. That does not include the continued frustration we are dealing with and the ramifications affecting us and those around us who have helped support us through this process. \nI will be sending additional related copies pertaining to my complaint. \nLast Friday XX/XX/XXXX, I spent most of my work day on the phone with Shellpoint- a woman named XXXX XXXX or XXXX ) Rushing. She told me she activated a check that I already had in hand and that I could write the deposit for the remainder of the loan to myself - approximately {$90000.00}. I confirmed the check number, then drove to my local bank to make the deposit. She said Shellpoint could not overnight a check or write funds directly to me. I was told I would have to wait while my bank put a hold on the funds for 6 or more days. More than two checks have failed to go through from Shellpoint into my bank account, so I understand why my local bank put the hold on the funds. XXXX XXXX was rude to me throughout this process despite my understandable frustration with the situation. This morning, XX/XX/XXXX, when I logged into my local bank acct online, I saw that the check failed to go through again and my account was once again overdrawn. This problem continues to escalate and cause us further problems, and I am simply at a loss for how to move forward. \nKeep in mind that this account is a simplified version of the total events that have occurred.","date_sent_to_company":"2025-05-28T13:17:53.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"032XX","tags":"Servicemember","has_narrative":true,"complaint_id":"13755286","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-05-28T12:52:59.000Z","state":"NH","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["I received a second set of <em>checks</em> in my maiden name shortly after that, which was also cancelled. It was at that time that I begin to inquire <em>about</em> my name change. \nIn XXXX, my husband and I decided we would use our XXXX funds to purchase a hot tub to address his <em>pain</em> associated with his XXXX diagnosis and VA XXXX. We paid the deposit with our own cash funds but intended to use the HELOC funds to pay the remaining cost."]},"sort":[13.03321,"13755286"]},{"_index":"complaint-public-v1","_id":"5322137","_score":12.426786,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I began being on hold with my cell phone at 45 % it is currently at 6 % and typically they hang up on me or my battery will die prior to getting any service I have been on hold now for over XXXX Minutes and I have check payday loans that I have to her and I have a house note that I have to pay housing I have electricity yet I have to have medically I have water that I have to pay I have groceries that I have to pay and if I don't pay a payday loan they charge me extra if I don't pay my house note they charge me extra and the whole point of being on social security for all those basic that I just meant that you're on a fixed budget these people can not afford to mess up what do not look forward to take the longest break possible because it's inhumane treatment. Is malfeasance in office. It's a failure for duty to care. I have filled out this Consumer Protection Bureau report wow I have been on hold wish they have a general time frame on how long it even takes to complete this form. I have been on hold and abusively mystery by Direct Express. If I'm unable to use my card and I can not pay for food housing Transportation water electricity payday loans then it appears that I'm committing a crime and I am not. It is bad enough that they have already released all mentally ill people and all expiring from the prison that have signed me up for checks all over the United States and I have not signed up for a checking account but they write me up for checking accounts and credit union account and I have never signed up for such. So now by a legitimate business and without any other body out nobody else to help me nobody else to give me money nobody else to pay my bills no saying you could have a savings for such mishaps with the federal government from their bad contractual service and I believe that they the Gators against on this because they're causing harm and it can make me homeless it can make me XXXX it can make me suffer in pain from having not having access to my friends. Security of having to answer all three questions in my PIN number I text me an address every account that I can have because their stuff has all my information. Because of government is hiring such people as well it's a security risk. It's bad enough when you walk into a store they can read your card when you go to the double doors and there's no security either so I need help can't get any money I can't go to the welfare office because it meant to say you have money on your card. XXXX. Direct Express XXXX Direct Express is a service market for the US Department of Treasury to Comerica Bank however it is a independent business add the treasury explain to me with no competitors. I have {$20.00} or more missing off of my card sometimes sometimes up to {$100.00} for {$200.00} I'll add my complaint and when I make my complaint they mail it back later checking into it and stated that was as a result I got my refund just because they took the complaint and gave me a notice that they had received it. Today is XX/XX/2022 and I was on hold XX/XX/XXXX for XXXX hours and on XX/XX/2022 and then on hold for her they say minimum of XXXX minutes and I'm still on hold. The problem is that they when they confirm I called when the staff answers they ask for my card number they ask for my PIN number and I am not able to use my pain I feel like it is a breach of security for them to ask me my PIN number which defeats the whole purpose of security and violate my privacy. They also when they send me a new card like the card for this month I'm just unable to use it I have to call them to tell them my PIN number to register it and it's not because the car is not working they have always been like this. They transferred my card from the other initial card number telephone number and I am a healthy mentally and emotionally person I have a physical injury and other people that I know that have physical XXXX we were all on one card and they separated my card and they were not supposed to. Don't let it ruin the issue is they asked me for my PIN number on calling in to talk about whatever number to the issue is when I get a new card the tell me to call them to register a new number and I lost my card and don't let me use it if it's problem number XXXX and tell me to call them to give them my PIN number it is not a hacker is that you direct express staff. Number for as a result I have been having a problem with him and I'm not able to withdraw money to eat to have transportation heat water electricity and to pay my bills and I have no other source of income due to my health and I have a check payday rooms and stuff like that and how do you pay for and they don't answer the phone line it seems that your attitude is your unemployed and unemployable anyway so we'll make you wait from XXXX minutes to a few hours and then often time I had to call right back for the same issue for it has not been handled. I already called them on this issue she said she reset my card and that I should be able to punch in a PIN number and use my card and I'm not able to. For the fact that they have so many people using my voice change where they can change their voice different dialects your people rate in the XXXX that are scamming people for their cars and I have a problem with this that no one 's doing anything about it to just type the FDIC or the FCC dispose listen to radio Transmissions is not paying attention to those people that are using software to change your voice is in the XXXX. XXXX problems","date_sent_to_company":"2022-03-14T22:52:21.000Z","issue":"Trouble using the card","sub_product":"Government benefit card","zip_code":"48197","tags":null,"has_narrative":true,"complaint_id":"5322137","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Comerica","date_received":"2022-03-14T22:27:33.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem using the card to withdraw money from an ATM"},"highlight":{"complaint_what_happened":["So now by a legitimate business and without any other body out nobody else to help me nobody else to give me money nobody else to pay my bills no saying you could have a <em>savings</em> for such mishaps with the federal government from their bad contractual service and I believe that they the Gators against on this because they're causing harm and it can make me homeless it can make me XXXX it can make me suffer in <em>pain</em> from having not having access to my friends."]},"sort":[12.426786,"5322137"]},{"_index":"complaint-public-v1","_id":"9056021","_score":10.463141,"_source":{"product":"Checking or savings account","complaint_what_happened":"Ill start by saying that I am on disability and every month on the 3rd I receive a check that is directly deposited into my checking account from XXXX ( Social Security XXXX XXXX ) in the amount of {$XXXX}. This is my only source of income. Ive been banking with XXXX for over 10 years. I am from XXXX but reside in XXXX. Since the move last year, everything has gone down. XX/XX/XXXX was the ignition of this escapade where I stayed at a hotel with my partner with unsecured Wi-Fi and my information was stolen from my computer and destroyed it. Soon after ; odd calls, weird emails, new accounts, and withdrawals from my XXXX account. I realized that I had become a victim of identity theft. Over the course the holiday season last year my account was constantly attack. Around XX/XX/XXXX I reported this to the FBI, Federal Trade Commission, Social Security, and Identiytheft.gov. My account was constantly attacked with charges and transfers, even go as far to gaining access to my mothers credit card accounts that I am joint with. Up in till XXXX, my account would go up and down. Id get my XXXX check in and XXXX or half would automatically offset the overdraft that built up, then it would go in the red again. I had to put in several disputes, some were received, most were chargebacks or XXXX did not favor my side of the dispute even though it was fraud. All the while my XXXX  is constantly being affected by having to spend more money for things I shouldnt have to pay like overdraft fees. In XXXX, as a stop gap measure, I decided to re-route my XXXXI check to a new account that I had opened, XXXX XXXX, to keep it safe. XX/XX/XXXX or so, I made the change with the Social Security XXXX to re-route my check from XXXX to XXXX. In XXXX, I received it in my new account in XXXX. XX/XX/XXXX I was hospitalized for XXXX days. XX/XX/XXXX, I log into my banking app and found out that my XXXX check had been deposited into XXXX. Out of {$XXXX}, only {$XXXX} was left after part of my check went to pay for items that were disputed but charged-back to my account and overdraft fees. I called XXXX and the agent explained to me that they have the right to keep the check and use it to offset the balance owed, and she confirmed with me that they called the Social Security XXXX to have them re-route the check back to XXXX. After the phone call using XXXX I was trying to transfer {$XXXX} to XXXX I had amount left because I paid {$XXXX} for my cell phone bill. The transfer failed, not sure why. This part is peculiar, I went into my XXXX account to try to transfer with XXXX and I had successfully processed a transfer of the {$XXXX} to XXXX from XXXX, stating that it was completed but on hold till the XXXX. Stumped, I tried to log back in to XXXX to check to see if the transfer went through XXXX side but all of a sudden, I couldnt log back into my XXXX account. It came up with an error message, tried multiple times. So I called XXXX back and they stated that the account was locked, they could not speak with me and that I needed to go in a branch to speak about my account. XXXX  XX/XX/XXXX, my partner and I went to the main branch here in town and spoke with a branch XXXX letting us know that the XXXX department had locked the account and noted that I come into a branch to be verified. The lady there was nice and explained to us the status of the account. She verified me. I explained to her what had been going on with the account and what their agents over the phone have been saying. She vehemently denied it was XXXX that had the check re-routed back to them. At one point while reviewing the account the note that she read implored her to make a phone call to fraud to verify that I am at the branch. She spoke with some guy from XXXX, couldnt remember his name and hung up. As the course of the conversation continues, she is making notes on my account as we are talking about the situation the lead up the chaos of the account. I didnt want to have the accounts closed and was worried that they were. I asked her if there is a department to talk to about that other then fraud. She gave me a phone number for a department to help with mitigation of the accounts, I have XXXX XXXX accounts. XXXX opened in XXXX had a - {$XXXX} and the new XXXX account was - {$XXXX}, some disputes were chargebacks, overdraft fees, both accounts where hacked. We even went as much as to come back the next day. XX/XX/XXXX went back to the same branch to add my partner to my second XXXX account. There we sat and spoke with another lady. I chatted with her about the situation, that I was frauded, account was hacked, and I was here yesterday. Again, I asked her how the account is doing, asked her if the account slated to closed, can I still fix it. She said everything looks fine. THE NEXT DAY, XX/XX/XXXX I woke up and log into XXXX and saw that my old account was showing a XXXX balance. I checked XXXX to see if the transfer went through, and no it had not. I called XXXX and they said that they cant talk to me and that I needed to go into a branch. I informed them that I was just there yesterday and the day before. The agent stated that the fraud department noted that I never showed up. In haste I told him that I did fact show up to the branch on that XXXX  he gave me the impression he didnt believe me. He said that I did not go to the bank as I was told to. I told him that is a straight up dam lie! I asked him to connect me to the fraud department and replied he couldnt do that, asked why, he stated there isnt a phone for the fraud department. I then asked for a supervisor, and he replied that they are not allowed to talk to me about the account and that I need to go the branch like I was told to. I was upset and he mentioned I would like him to file a report and I said yes. The conversation tapered off there and we eventually hung up. ( How could I have not been there at the branch when it shows that I withdrew {$XXXX} on XXXX XX/XX/XXXX? XXXX you see that withdraw in the system being done at that branch? ) He got quiet and said to me that he is not allowed to talk to me about it. He then said that he would finish the report and said goodbye. He hung up on me. Serval days pass still with no money in XXXX, almost XXXX weeks of not having any money for food and bills. I still have no access to XXXX, they keep telling me to go the branch and I keep telling them that I already have. I call XXXX on a daily basis asking them about the hold. XXXX said the hold was there because they are still waiting for XXXX to release those funds for the transfer. I am afraid now that XXXX is holding the transfer till I get my XXXX  check next month to offset the second account or wait till the XXXX when the transfer either has to clear and be sent back. That XXXX will wait till then to request the transfer back to use the {$XXXX} to offset that balance. This is illegal. That would mean they have used more the 75 % of my XXXX check for offsetting. From what I know is that they can only use XXXX of the check or have to leave XXXX of it left but not nearly all of it. I believe that XXXX is behind the rerouting of my XXXX  check, effectively putting my money on a constant merry-go-round of endless doubt, where will it be this month or will I have access to it or lock it. They locked my account XXXX times since XXXX, and its been when my benefits check is to be deposited. They are causing confusion, duress, pain and suffering to a point where Ive developed panic attacks and XXXX outs. I have become nonfunctional in the sense I am and who I am supposed to be towards my family and friends. I dont enjoy life anymore. Why should I? They chose not to help me in a time of crisis when I first arrived here in XXXX, staying at a hotel of horrors for XXXX months with my partner invested with roaches and bed bugs. Resulting in bites all over my partners feet and a horrible fall. Where I feel victim to identity theft that started this entire mess. Their so-called code of ethics failed me in my disputes to recover the funds for services not rendered. Quite the opposite, their brochure should read $ XXXX visits are free. I was being defrauded and explained to them the situation, I emailed the only pictures I had saved before my XXXX computer and my XXXX were destroyed by the cyber-attack. Disputing {$XXXX} charged on XX/XX/XXXX, {$XXXX} on XX/XX/XXXX, {$XXXX} on XX/XX/XXXX denied, denied, denied. A wench has better luck winning a game on a monopoly board with its XXXX corners than me getting any help. They didnt help me with a case where I was bamboozled by XXXX for {$XXXX} charged XX/XX/XXXX and {$XXXX} on XX/XX/XXXX in a case where an illegal lease was involved for a new place. With nothing left to find another place, I am forced to sleep in my partners RV. XXXX has ruined my life, I feel my health has worsened migraines and still recovering from being septic from the hotel. With their constant attack on my funds to show their arsenal of punishments by locking my card, freezing my account, or holding my check as long as legally possible only to describe loosely as their common business practice with their clients. This chicanery just shows their disdain for me that I am disabled or not rich to have any impact to their bottom line for their intended growth. Their noses long as stretchers cover the high class but not the mass. They dont care if they destroy a disabled persons life, and they dont care if that person is then tossed to the streets as long as they get to satisfy their own selfish greed but yet keep that faade. They pretend to stand high behind their morality and good faith in their business. They skirt the word of XXXX twisting their XXXX values to suit their duplicitous nature, all the while hiding behind a veil of their false ideology. They do not give a thought to me or anyone as they nyxlings feed off the shadows of us in lusts evil by temptations perpetuated by the XXXX and those minions of which they represent. I must repudiate this notion of acceptance of such injustice and call for Humanitarian Consideration. Agencies like the XXXX XXXX XXXX XXXX, I implore your office to consider the living conditions of myself in determining the wrong that has been done. To see me as a person. I plea that your office recognizes my living in such drapid circumstances, I require assistance for basic sense, they left me with nothing. I have no savings, I do not have any money left out. I have been without my XXXX check for a month now, I have no money to survive.","date_sent_to_company":"2024-05-20T23:32:13.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"729XX","tags":"Servicemember","has_narrative":true,"complaint_id":"9056021","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ARVEST BANK GROUP, INC.","date_received":"2024-05-20T23:16:08.000Z","state":"AR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I have no <em>savings</em>, I do not have any money left out. I have been without my XXXX <em>check</em> for a month now, I have no money to survive."],"product":["<em>Checking</em> or <em>savings</em> account"],"sub_product":["<em>Checking</em> account"]},"sort":[10.463141,"9056021"]},{"_index":"complaint-public-v1","_id":"4495827","_score":5.4012394,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Attention : Executive Re : ID Theft, Fraud, Gift Card Fraud, Payment Fraud, Account Take Over From : XXXX XXXX XXXX Card # XXXX Card # XXXX ( Identity Theft, Account Take Over, Gift Card Fraud, and Payment Fraud ) Dear Executive Team : Myself and my family are victims of Identity Theft, Gift Card Fraud and Payment Fraud! \n\nWe are in contact with all of our bankcards companies as all were hit by this ring of fraudsters. \n\nLet me provide you with some context : 1. My laptop was stolen from my XXXX XXXX  Room in XXXX, FL XX/XX/XXXX. At this time, the XXXX contacted the XXXX Police and both they and the police questioned all employees who had been in out of my room. They report that they did not believe any were involved in the theft, closing the case for the XXXX. \n2. I met with the police officer, providing him an account of what happened and that the next day, after going out for dinner the night before, the Laptop came up missing, along with the backpack and other items that were in the bag. ( This report is in with these docs ). This caused my initial incidents of fraud. This all needs to be handled, as do the bounced ACH payments since they all came from XXXX, XXXX XXXX ( with XXXX ), XXXX and XXXX XXXX XXXX XXXX ( with others ) where I dont have any checking or savings accounts! This was not at all me and I have proven as much. In fact, if your bank wants to have me on the phone or needs 3rd party authorization, you may have it and you can verify this all yourself as well. Before This all started, I had a XXXX XXXX credit score, I am XXXX years old, and I dont play around with my credit at all! \n3. I contacted XXXX upon having my laptop stolen had them promptly place a lock on my XXXX account, asking if anyone had attempted to access my XXXX  account in the previous 24-48 hours ( during hotel and police investigation ). I was informed yes and that someone was in it at the very time we spoke. I then asked if they could identify an IP address but they could not and that it appeared it may be an unsecured public Wi-Fi. At that point they terminated access knowing it was not me that was in my XXXX account. After purchasing a new computer, I reset my XXXX  but purchased an upgrade for XXXX XXXX which requires three password3, picture of myself from my computer at the time of login, and a thumbprint scan that is available on my XXXX XXXX. This may sound like overkill, but I do not want this to over happen again. This new service costs me $ XXXX and in the long-run I know it will be worth it! \nThis is where the fraud gets worse. Note : I am a XXXX ( XXXX XXXX XXXX ), and a certified XXXX XXXX XXXX via ( XXXX ). I am not going to go into my job details, but I spend a lot of time on the road and/or over-seas working with various banks and authorities to track down and stop major XXXX XXXX and XXXX XXXX rings. The police ( reports included or you can order updates ) and I believe these fraudsters came after me hard due potentially to finding out what I do for a living ( trying to teach me a lesson ) and stop me from investigating rings of bad people. \n\n4. From XX/XX/XXXX XX/XX/XXXX I was in XXXX XXXX on a job assignment. This is when the bulk of the fraud took place! The police believe the fraudsters were watching me through the dark web, through hacks into my network and through calls I regularly make through my computer ( XXXX, XXXX, XXXX for XXXX, etc. ) 5. The fraud started to hit early in my stay in XXXX XXXX and the police/my cell carrier both believe I was spoofed ( first I heard of this practice was from the police ). The reason for this is that one of the police investigators texted me two times and it didnt come through. Then he texted my wife and it did. Finally he texted me again and nothing! He then asked that we call my cell carrier ( XXXX ). We spoke to a Rep and one of the things he remarked on was that I had recently removed my International calling. I place it on or off depending if I am traveling abroad for work. He said, It says here that you were to be in XXXX XXXX ( XXXX  ) for much of XXXX and XXXX? I told him I was and that I had recently returned so I shut it off. Then he said, There is some strange activity while you were gone because there are calls received/outgoing in the US and texts being received in the US as well. Then he said I think you have been spoofed! The cop nodded in agreement and said, I see this all the time. I had heard of this but never actually seen it first-hand and now it was happening to me! The Rep sent me to their fraud team and they added some additional controls to help stop this but admitted they are not perfect but should help a bit. One of the Technicians said, These guys are so technical and always seem to be one step ahead of us. \n6. As you will see there are a bunch of charges at places like XXXX and XXXX XXXX. I have been told by one creditor that the fraudsters even called in pretending to me. This is creepy! Then I heard from my wife that XXXX had called both her and my daughter to verify my identity???? Yes, they really called my XXXXyo daughter! They both validated my identity, my daughter didnt know what for, but my wife figured that since I was in XXXX the bank was just performing due diligence. All around very strange though. Anyhow these fraudsters ran up a bunch of debt on all of my bankcards using gift-card fraud! \n7. As has been validated by my itinerary attached, I came home on XX/XX/XXXX from XXXX to an absolute mess I found out about on XX/XX/XXXX. I went though everything and all of my major cards had been hit! I couldnt believe what I was seeing and it scared me! I couldnt believe the banks and the stores had allowed this and knew it was going to be a pain for me in the near future, so I called all my credit card companies, reported it, and they sent out new cards. I also gathered a ton of evidence and completed my 2nd police report but this one for fraud. Chases card numbers are included at the top of this letter. \n8. I next filed fraud warnings on all three bureaus and placed a freeze on all of my familys credit files, including my XXXX yo! When I found out that someone was impersonating me, I quickly filed a report with the TX Attorney General, the Federal trade Commission and filed another police report but this time for Identity Theft. All of this has been kept up to date with the officers and agencies I contacted. I also disconnected everything from XXXX, etc. but was shocked and mortified because I have always been very careful! \n9. I next contacted the Texas State XXXX and made arrangements for my entire family to get new drivers licenses and due to Covid we had to drive as a family, 3+ hours each way to take care of this right away. The cost of each license was {$48.00} per person x 4 people = {$190.00}. We were all supplied all new License numbers and had new pictures taken. Finally, I also contacted the Passport office in XXXX, making an appointment, during Covid restrictions again, got new pictures of each of us completed, and headed to their office in Downtown three days later. I had to ask for rushes on them because I wanted to be sure my family was as safe as possible. The cost for each is as follows ( passport Book and Card for myself and my wife {$140.00} each x2, passport book for my son {$110.00} x 1, Passport book for my minor daughter {$110.00} x1 and 4 x {$60.00} for the expedited fees ). The total for this is = {$740.00}. We all now have new Passport numbers. Keep in mind since these are replacements and new passport numbers, we only get the remaining number of years left, so mine, for instance, is due for renewal in 4 years, rather than 10 years. Lousy but I feel a bit safer now. I can say this, if we were allowed to change our Social Security Numbers and adjust our birth certificates, I would have done this as well. Of course, this is not possible. \n10. Then the evidence I collected, and the processes I followed, were gathered and given to every creditor, whether I had an open account or not! So, you know, as of today I have sent my evidence to Chase 8 times via fax including this letter and evidence! Chase still has not indicated that they received our information, so I am faxing it again. This is so terrible and I lose sleep over it nightly. I also found the banks separate departments can not read each-others notes and unless requested, another department is not privy to any of the documentation I had sent in. This has made the process horrendous and now more fraud in different areas has taken place! The executive closure team??? has now closed my card because they just dont have access to the notes, nor do they have access to the documentation and there have been so many errors in the process along the way! Your team still hasnt been able to let me know if you have received my docs and what is actually taking place. \n11. The reason that I have been given for closure of my Visa account with Chase is that I have had too many returned ACH payments. I knew that when I contacted the bank and I let you know what was transpiring. This is ludicrous since you all seem so disparate and dont appear to have a good communication process when items of such importance are handed off. I am scared now that my information is circulating the bank or in trash cans so that others can make things even worse than they have already gotten. This is a very nerve-racking issue and I want it solved as it pertains to me and my family right away. Today I also contacted the CFPB to get involved to help because not many appear to care and I feel like I am being treated as a criminal, when in fact I am far from it! \nFinally, these are the items I am including with this letter : Remember I am handling ID Theft, Fraud, Payment Fraud and Account Take Over and have proved all of these items with one to all of my creditors per my documentation trail that I have provided over and over. Nearly all of the Fraud took place while I was in XXXX XXXX for work XX/XX/XXXX XXXX, a smaller amount in XXXX and again in XXXX, including my Credit Union XXXX XXXX XXXX, and XXXX account takeovers. The thieves cleaned out my checking account at my credit union and kept posting fraudulent ACH payments to my Chase, XXXX XXXX and XXXX accounts, compounding the issue! THESE PAYMENTS ARE NOT AUTHORZED BY ME AND DO NOT COME FROM ANY BANK ACCOUNTS I AM A SIGNOR ON! \n\nI am supplying all of the following docs 1. Police report from XXXX XX/XX/XXXX 2. 2 Police report cards ( front and back ) and if you want copies, you can order them as they have been updated 3. My flight itineraries from XXXX XXXX ( I was not here during the vast majority of fraud period! ) 4. The Police officer 's names, badge numbers and email addresses - All will testify for me as needed but they would like XXXX XXXX XXXXXXXX to resolve before I have to go there. I love my relationships, but they need to back me up in my time of need! \n5. Texas Attorney General Report 6. Credit report portion showing I filed my ID theft and fraud with all 3 bureaus ( included my wife and my kids as well ) 7. Report log and letter from the FTC I would like a call from leadership on all of this! I want my credit/credit lines restored and Im pleading for assistance as I have always been a customer in good standing! The Fraudsters came after me this hard because of what I do for work and the pattern is so obvious. My job is not that of a normal banker and thats obvious! The thieves are trying to take me out so that I stop going after them. Closing my accounts is not the solution! You will get my XXXX XXXX removed, and I will have to file bankruptcy, all because of bad people! I am not going to let fraudsters of any sort ruin my excellent credit history in the long-run, and if I must go to court with XXXX XXXX XXXX ( dont want this ), I will allow a judge to see everything in black and white! As for the payments returned to my account on, I have contacted the authorities and done all I can as a consumer. All I asked is Chase stand behind me in this time of trouble and it has been one heck of a nightmare that continues. I ask that you allow me to do what I do as a XXXX  and go after these fraudsters together! All I am asking is for help and assistance to help clear all of this up since NONE of the ACH returns came from any of my accounts. This is simply fraudsters doing everything they can to ruin me and right now Chase is allowing it! \n\nI am far from being a fraudster, never having issues of this magnitude as a consumer to deal with, and I have just been caught up in situations beyond my control. From what I can see, I have not done anything wrong. Its evident to myself, my wife, the police and my attorney that I have been defrauded and then not assisted by so many people, after finally being able to really do my job with my major travel bans being lifted in XXXX due to Covid, and therefore cracking down on some large fraud rings with local, national and international authorities. All I ask is to be understood since I am hurt very badly at this point! \n\nPlace yourself in my shoes for a moment. I have had to be provided prescriptions for XXXX XXXX XXXX and XXXX because of all of this and trying to get it under control. To this point Chase and others are making it worse, not better and you have not communicated with me at all unless I call you! I really need assistance here since I have great supporting documentation and an excellent timeline of all events that I can present to anyone. Due to all of this stress, I am sure I have been confused or misspoken a few times, especially as what was thought to have happened changed as evidence was received. This is awful and trying to go through every area as I have come to learn about it has been increasingly stressful as a consumer and the bank is not helping me clear this all up. Gosh darn it! This fraud, etc. has not been perpetrated by me and I need to be able to function again as a normal human being! Please HELP ME!","date_sent_to_company":"2021-06-26T20:35:33.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"77095","tags":null,"has_narrative":true,"complaint_id":"4495827","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-06-26T20:25:49.000Z","state":"TX","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["This all needs to be handled, as do the bounced ACH payments since they all came from XXXX, XXXX XXXX ( with XXXX ), XXXX and XXXX XXXX XXXX XXXX ( with others ) where I dont have any <em>checking</em> or <em>savings</em> accounts! This was not at all me and I have proven as much. In fact, if your bank wants to have me on the phone or needs 3rd party authorization, you may have it and you can verify this all yourself as well."]},"sort":[5.4012394,"4495827"]},{"_index":"complaint-public-v1","_id":"4495856","_score":5.1079826,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Attention : Executive Re : ID Theft, Fraud, Gift Card Fraud, Payment Fraud, Account Take Over From : XXXX XXXX XXXX Card # XXXX ( Identity Theft, Account Take Over, Gift Card Fraud, and Payment Fraud ) Dear XXXX Fraud Team : Myself and my family are victims of Identity Theft, XXXX XXXX XXXX and Payment Fraud! \n\nWe are in contact with all of our bankcards companies as all were hit by this ring of fraudsters. \nLet me provide you with some context : 1. My laptop was stolen from my XXXX XXXX XXXX in XXXX, FL XX/XX/XXXX. At this time, the XXXX contacted the XXXX Police and both they and the police questioned all employees who had been in out of my room. They report that they did not believe any were involved in the theft, closing the case for the XXXX. \n2. I met with the XXXX XXXX, providing him an account of what happened and that the next day, after going out for dinner the night before, the Laptop came up missing, along with the backpack and other items that were in the bag. ( This report is in with these docs ). This caused my initial incidents of fraud. This all needs to be handled, as do the bounced ACH payments since they all came from BofA, XXXX XXXX ( with BofA XXXX, XXXX and XXXX XXXX XXXX XXXX  ( with others ) where I dont have any checking or savings accounts! This was not at all me and I have proven as much. In fact, if your bank wants to have me on the phone or needs XXXX party authorization, you may have it and you can verify this all yourself as well. Before This all started, I had a XXXX XXXX XXXX XXXX, I am XXXX XXXX XXXX, and I dont play around with my credit at all! \n3. I contacted XXXX upon having my laptop stolen had them promptly place a lock on my XXXX account, asking if anyone had attempted to access my cloud account in the previous XXXX hours ( during hotel and police investigation ). I was informed yes and that someone was in it at the very time we spoke. I then asked if they could identify an XXXX address but they could not and that it appeared it may be an unsecured public Wi-Fi. At that point they terminated access knowing it was not me that was in my XXXX account. After purchasing a new computer, I reset my cloud but purchased an upgrade for Secured XXXX  which requires XXXX XXXX, picture of myself from my computer at the time of login, and a thumbprint scan that is available on my XXXX XXXX. This may sound like overkill, but I do not want this to over happen again. This new service costs me $ XXXX and in the long-run I know it will be worth it! \nThis is where the fraud gets worse. Note : I am a XXXX XXXX XXXX XXXX XXXX ), and a XXXX XXXX XXXX XXXX via ( XXXX ). I am not going to go into my job details, but I spend a lot of time on XXXX XXXX and/or XXXX working with various banks and authorities to track down and stop major XXXX XXXX and XXXX XXXX rings. The police ( reports included or you can order updates ) and I believe these fraudsters came after me hard due potentially to finding out what I do for a living ( trying to teach me a lesson ) and stop me from investigating rings of bad people. \n\nXXXX. From XX/XX/XXXX XX/XX/XXXX I was in XXXX XXXX on a job assignment. This is when the bulk of the fraud took place! The police believe the fraudsters were watching me through the XXXX XXXX, through hacks into my network and through calls I regularly make through my computer XXXX XXXX, XXXX, XXXX for XXXX, etc. ) XXXX. The fraud started to hit early in my stay in XXXX XXXX and the police/my XXXX XXXXXXXX both believe I was spoofed ( first I heard of this practice was from the police ). The reason for this is that one of the police investigators texted me XXXX times and it didnt come through. Then he texted my wife and it did. Finally he texted me again and nothing! He then asked that we call my XXXX  XXXX ( XXXX XXXX. We spoke to a Rep and one of the things he remarked on was that I had recently removed my XXXX calling. I place it on or off depending if I am traveling abroad for work. He said, It says here that you were to be in XXXX XXXX XXXX XXXX  ) for much of XXXX and XXXX? I told him I was and that I had recently returned so I shut it off. Then he said, There is some strange activity while you were gone because there are calls received/outgoing in the XXXX and texts being received in the XXXX as well. Then he said I think you have been spoofed! The cop nodded in agreement and said, I see this all the time. I had heard of this but never actually seen it first-hand and now it was happening to me! The Rep sent me to their fraud team and they added some additional controls to help stop this but admitted they are not perfect but should help a bit. One of the Technicians said, These guys are so technical and always seem to be one step ahead of us.\n\n6. As you will see there are a bunch of charges at places like XXXX  and XXXX XXXX. I have been told by one creditor that the fraudsters even called in pretending to me. This is creepy! Then I heard from my wife that XXXX had called both her and my daughter to verify my identity???? Yes, they really called my XXXX XXXX! They both validated my identity, my XXXX didnt know what for, but my XXXX figured that since I was in XXXX  the bank was just performing due diligence. All around very strange though. Anyhow these fraudsters ran up a bunch of debt on all of my bankcards using gift-card fraud! \n7. As has been validated by my itinerary attached, I came home on XX/XX/XXXX from XXXX to an absolute mess I found out about on XX/XX/XXXX. I went though everything and all of my major cards had been hit! I couldnt believe what I was seeing and it scared me! I couldnt believe the banks and the stores had allowed this and knew it was going to be a pain for me in the near future, so I called all my credit card companies, reported it, and they sent out new cards. I also gathered a ton of evidence and completed my XXXX XXXX XXXX but this one for fraud. Bank of Americas card number is included at the top of this letter. \n8. I next filed fraud warnings on all three bureaus and placed a freeze on all of my familys credit files, including my XXXX yo! When I found out that someone was impersonating me, I quickly filed a report with the TX Attorney General, the Federal trade Commission and filed another police report but this time for Identity Theft. All of this has been kept up to date with the officers and agencies I contacted. I also disconnected everything from XXXX, etc. but was shocked and mortified because I have always been very careful! \n9. I next contacted the Texas XXXX XXXX and made arrangements for my entire family to get new XXXX XXXX and due to XXXX we had to drive as a family, XXXX hours each way to take care of this right away. The cost of each license was {$48.00} per person x XXXX people = {$190.00}. We were all supplied all new XXXX numbers and had new pictures taken. Finally, I also contacted the Passport office in XXXX, making an appointment, during XXXX restrictions again, got new pictures of each of us completed, and headed to their office in Downtown three days later. I had to ask for rushes on them because I wanted to be sure my family was as safe as possible. The cost for each is as follows XXXX XXXX  XXXX and XXXX for myself and my XXXX {$140.00} each x2, passport book for my son {$110.00} x 1, Passport book for my minor daughter {$110.00} x1 and 4 x {$60.00} for the expedited fees ). The total for this is = {$740.00}. We all now have new Passport numbers. Keep in mind since these are replacements and new passport numbers, we only get the remaining number of years left, so mine, for instance, is due for renewal in 4 years, rather than 10 years. Lousy but I feel a bit safer now. I can say this, if we were allowed to change our Social Security Numbers and adjust our birth certificates, I would have done this as well. Of course, this is not possible. \n10. Then the evidence I collected, and the processes I followed, were gathered and given to every creditor, whether I had an open account or not! So, you know, as of today I have sent my evidence to BofA 8 times via fax including this letter and evidence! BofA still has not indicated that they received our information, so I am faxing it again. I also noticed that BofA added back these fraud items. First of all they are not from me or my family, 2nd why has nobody contacted me for proof, and 3rd how can anyone make decisions without the documentation showing proof I could not have done this? This is so terrible and I lose sleep over it nightly. I also found the banks separate departments can not read each-others notes and unless requested, another department is not privy to any of the documentation I had sent in. This has made the process horrendous and now more fraud in different areas has taken place! The XXXX closure team??? has now closed my card because they just dont have access to the notes, nor do they have access to the documentation and there have been so many errors in the process along the way! Your team still hasnt been able to let me know if you have received my docs and what is actually taking place. \n11. The reason that I have been given for closure of my XXXX account with BofA is that I have had too many returned ACH payments. I knew that when I contacted the bank and I let you know what was transpiring. This is ludicrous since you all seem so disparate and dont appear to have a good communication process when items of such importance are handed off. I am scared now that my information is circulating the bank or in trash cans so that others can make things even worse than they have already gotten. This is a very nerve-racking issue and I want it solved as it pertains to me and my family right away. Today I also contacted the CFPB to get involved to help because not many appear to care and I feel like I am being treated as a criminal, when in fact I am far from it! \nFinally, these are the items I am including with this letter : Remember I am handling ID Theft, Fraud, Payment Fraud and Account Take Over and have proved all of these items with one to all of my creditors per my documentation trail that I have provided over and over. Nearly all of the Fraud took place while I was in XXXX XXXX for work XX/XX/XXXX XXXX, a smaller amount in XXXX and again in XXXX, including my Credit Union XXXX XXXX XXXX, and XXXX account takeovers. The thieves cleaned out my checking account at my credit union and kept posting fraudulent ACH payments to my XXXX, XXXX XXXX and XXXX accounts, compounding the issue! THESE PAYMENTS ARE NOT AUTHORZED BY ME AND DO NOT COME FROM ANY BANK ACCOUNTS I AM A XXXX ON! \n\nI am supplying all of the following docs 1. Police report from XXXX XX/XX/XXXX XXXX. XXXX Police report cards ( front and back ) and if you want copies, you can order them as they have been updated 3. My XXXX XXXX from XXXX XXXX ( I was not here during the vast majority of fraud period! XXXX 4. The XXXX XXXXXXXX 's names, badge numbers and email addresses - All will testify for me as needed but they would like Bank of America to resolve before I have to go there. I love my relationships, but they need to back me up in my time of need! \n5. Texas Attorney General Report 6. Credit report portion showing I filed my ID theft and fraud with all 3 bureaus ( included my wife and my kids as well ) 7. Report log and letter from the FTC I would like a call from leadership on all of this! I want my credit/credit lines restored and Im pleading for assistance as I have always been a customer in good standing! The Fraudsters came after me this hard because of what I do for work and the pattern is so obvious. My job is not that of a normal banker and thats obvious! The thieves are trying to take me out so that I stop going after them. Closing my accounts is not the solution! You will get my government credentials removed, and I will have to file bankruptcy, all because of bad people! I am not going to let fraudsters of any sort ruin my excellent credit history in the long-run, and if I must go to court with Bank of America ( dont want this ), I will allow a judge to see everything in black and white! As for the payments returned to my account on, I have contacted the authorities and done all I can as a consumer. All I asked is Bofa stand behind me in this time of trouble and it has been one heck of a nightmare that continues. I ask that you allow me to do what I do as a professional and go after these fraudsters together! All I am asking is for help and assistance to help clear all of this up since NONE of the ACH returns came from any of my accounts. This is simply fraudsters doing everything they can to ruin me and right now BofA is allowing it! \n\nI am far from being a fraudster, never having issues of this magnitude as a consumer to deal with, and I have just been caught up in situations beyond my control. From what I can see, I have not done anything wrong. Its evident to myself, my wife, the police and my attorney that I have been defrauded and then not assisted by so many people, after finally being able to really do my job with my major travel bans being lifted in XXXX due to Covid, and therefore cracking down on some large fraud rings with local, national and international authorities. All I ask is to be understood since I am hurt very badly at this point! \n\nPlace yourself in my shoes for a moment. I have had to be provided prescriptions for XXXX XXXX XXXX and XXXX because of all of this, and trying to get it under control. To this point Bofa and others are making it worse, not better and you have not communicated with me at all unless I call you! I really need assistance here since I have great supporting documentation and an excellent timeline of all events that I can present to anyone. Due to all of this stress, I am sure I have been confused or misspoken a few times, especially as what was thought to have happened changed as evidence was received. This is awful and trying to go through every area as I have come to learn about it has been increasingly stressful as a consumer and the bank is not helping me clear this all up. Gosh darn it! This fraud, etc. has not been perpetrated by me and I need to be able to function again as a normal human being! Please HELP ME!","date_sent_to_company":"2021-06-26T21:06:50.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"77095","tags":null,"has_narrative":true,"complaint_id":"4495856","timely":"No","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-06-26T20:58:47.000Z","state":"TX","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["This all needs to be handled, as do the bounced ACH payments since they all came from BofA, XXXX XXXX ( with BofA XXXX, XXXX and XXXX XXXX XXXX XXXX  ( with others ) where I dont have any <em>checking</em> or <em>savings</em> accounts! This was not at all me and I have proven as much. In fact, if your bank wants to have me on the phone or needs XXXX party authorization, you may have it and you can verify this all yourself as well."]},"sort":[5.1079826,"4495856"]},{"_index":"complaint-public-v1","_id":"3398039","_score":4.900114,"_source":{"product":"Mortgage","complaint_what_happened":"I am a current customer of Rocket Mortgage. I wanted to refinance my mortgage while rates are so good. I Rocket called and got a broker names XXXX. XXXX. He assured me in writing 9 times, via text that he would create a 23 year \" Yourgage '' at 3.75 % Zero points. He repeatedly told me that 3.75 at zero points was agreed on, however, he would post a totally different disclosures at 3.75 % with points from 1.5 to 3 points, and then he'd defend that decision saying that is the best the market can do, but hed then tell me several times again Id get 3.75 I'd get zero points. XXXX also has never posted a final loan estimate packet, which is easiest to read, instead he posted 3 separate and different loan re-disclosure forms which are not easy to read. It is my OPINION XXXX delayed posting these interest rate disclosures and he refused to post the Loan Estimate packet because he was likely waiting until rates increased again before releasing the document, at which time I would be stuck, and hed still be compliant by eventually giving me the documents required by law. I started this process on Monday XX/XX/XXXX and I withdrew my application for refinance Friday XX/XX/XXXX. I just wanted someone to know that Rocket Mortgage in my opinion deceived me on at least 9 occasions, and I am concerned if it is not just me who else are they taking advantage of. Here is a transcript, unedited of all my texts between me and XXXX at Rocket Loans. Note as I got more and more upset, I began to just call him Liar. Not my best moments. \nText Exchange, unedited : -- -- -- Monday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) Let me know if you need any help with e-signatures. \n\nMe ( XXXX XXXX ) Will do XXXX Me ( XXXX XXXX ) All signed, pay stub emailed. \n\nMe ( XXXX XXXX  ) Please confirm nothing else needed from me thanks XXXX ( XXXX XXXX ) We are good to go! Keep an ear by the phone, appraiser will be reaching out next Me ( XXXX XXXX ) Ok, sounds great Me ( XXXX XXXX ) XXXX, what appraised value on out home gets us to the next pricing tier? Was it XXXX???? I did not write that down. \n\nMe ( XXXX XXXX ) Our home XXXX ( XXXX XXXX ) yup! XXXX Me ( XXXX XXXX ) Hey j looked thru the loan estimate and I was totally shocked to see 3 origination points out there. That is a ton, especially if I look outside of Rocket where I see tons of rates for my situation under 3.75 at 1 point for that? I even called a local bank I was told over the phone they could beat the 3.75 and do no points. XXXX in points for someone in my situation and 3.75 seems really really high as I look at the details. This is causing me to pause. \n\nMe ( XXXX XXXX ) XXXX honestly I am literally out the door shopping today if what I am being told outside of rockets estimate is firm and accurate XXXX ( XXXX XXXX ) I'm going to make sure we take good care of you throughout this process, again I want to be as conservative as possible. My pricing director is going to take care of us when it comes to pts. We just want a firm value to work with XXXX ( XXXX XXXX ) post appraisal XXXX ( XXXX XXXX ) I'll make sure to send a re-disclosure out. I want to let everything fall in place post appraisal. When it comes to the pts I'll make sure we get you the best approved pricing possible. \n\n\nXXXX ( XXXX XXXX ) Other lenders will tell you anything to get foot in the door. I'd rather be conservative and honest on what I can close on in a worse case scenario. \n\nMe ( XXXX XXXX ) Ok thanks XXXX, 3 points really shocked me. Let 's stay the course for now and see where the appraiser lands and go from there. \n\nXXXX ( XXXX XXXX ) I'm not going to have you pay 3 pts on this, even if the home appraises lower. We want to make sure we keep you right here at QL with the best possible refi option. \n\nMe ( XXXX XXXX ) Thanks XXXX I appreciate it! \n\nMe ( XXXX XXXX ) Screenshot_20190916-230608_Adobe_Acrobat.jpg 625.6 kB Hi XXXX, late text, I paid zero points to you when I originated my loan at a higher rate. I really would expect zero points for this refi. \n\nMe ( XXXX XXXX ) No need to call tomorrow, the more I think of it, in this market points paid by the borrower at 3.75, any points is throwing money away. That said before I pay for an appraisal I do need this portion ironed out on paper, or I will need to do my due diligence and walk over to the bank who quoted me today, zero points and possible better rate. No offense, this is cash out of pocket. So please let me know the deal in points we can talk rate after an appraisal. Almost 14k in points is simply insane. \n\nMe ( XXXX XXXX ) XXXX, the delta on my interest rate on my current loan and apr on my current loan is ... .... \n.009 %. The delta on the refi between interest rate and apr is a HUGE .357 %! I am hopeful these texts are arriving not on your phone but at work. My day is packed and I have little time. \n\nMe ( XXXX XXXX ) So I closing tonight. Tomorrow, I need confirmation that I will have zero points, or I will need to pause and start making other calls. I need this decided for me tomorrow. If you look back at my prior almost refi, this is not bluff, I walked 1 half way thru the process, I just won't waste XXXX bucks to an appraiser to figure it out first. Sorry XXXX, time is short and I need rush this through QL or start asking around. XXXX XXXX in  points is just plain insane. \n\n-- -- -- Tuesday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) XXXX, thanks for the feedback. I'll take a look at a no point option. Again, any lender in America has to base pricing off the final appraised value. You are a serviced client of ours, we are going to do everything we can to get you the best XXXX ( XXXX XXXX ) possible option. Would you be open to a slightly higher rate at 0 points? Let me know what you think, I want to make sure this is perfect for you and the fam Me ( XXXX XXXX ) Hi XXXX if you could let me know the best QL can offer relative to points at 3.75? \n\nXXXX ( XXXX XXXX ) Based off the conservative value we would be able to get down to 1.5. However at 70 % LTV we could cover all points. This is the beauty of being a direct lender, we can assess the risk base pricing upfront. \n\nXXXX ( XXXX XXXX ) I'm going to do everything on my end to make sure we get you the best loan to close with the easiest process. \n\nMe ( XXXX XXXX ) So if the appraiser comes back giving us 70 % we could be 0 points and if XXXX, 3.625, 0 points? \n\nMe ( XXXX XXXX ) Otherwise as is, 1.5 points if XXXX on the value still? \n\nXXXX ( XXXX XXXX ) correct, the final pricing is all dictated on the appraised value. Like I said, I want to be as conservative on pricing up front and let things fall into place as we close -- -- -- Wednesday, XX/XX/2019 -- -- -- Me ( XXXX XXXX  ) Hi XXXX. The appraiser will be out tomorrow. I also saw the fed cut rates another 1/4 point today affecting mortgage rates, will QL react and lower rates overall and will it affect my application, refi? \n\n-- -- -- Thursday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) I'm going to see if the pricing will be affected, if there is any discount I can apply due to a pricing cut by feds I'll surely apply for you guys Me ( XXXX XXXX ) Thanks XXXX, from your most pain in the XXXX customer. I really do appreciate your patience. \n\nXXXX ( XXXX XXXX ) No way! you're the man : ) Me ( XXXX XXXX ) I get wound up in the details man. I appreciate your patience! \n\nMe ( XXXX XXXX ) Appraiser just left, any idea how long before it comes in? Ie what is the norm? \n\nXXXX ( XXXX XXXX ) next couple days, I'll keep an eye out -- -- -- Monday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) Hey XXXX, appraisal came back at XXXX! I am in meetings All day tomorrow. Could you send me best rate, hopefully no points, given ltv and my personal situation? Obviously no pmi, lower rate I think and no points? \n\nMe ( XXXX XXXX ) I may ask for a bot more cash out depending on what you and me, so please text or update the good faith estimate in docs. Thanks man! \n\nMe ( XXXX XXXX ) But Me ( XXXX XXXX ) Bit -- -- -- Wednesday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) I can get us a 3.5 % fixed rate at 2.5 pts ( half a pt less in cost! ) OR I can keep the 3.75 % and cover pts on that. pricing has definitely improved with the higher value : ) Me ( XXXX XXXX ) Is 2.5 points the absolute best you can do at 3.5 %? I can not understand 2.5 % in points for a .25 % improvement in rate. Can you explain that, it makes no sense. \n\nMe ( XXXX XXXX ) Generally in my experience 1 point in rate equals 1 origination point. \n\nXXXX ( XXXX XXXX ) I haven't submitted to my pricing director yet,  we are going to get it down as low as humanly possible. I should know within the day. \n\nMe ( XXXX XXXX ) I please check and look at my history. In XXXX I walked away from a refi with you, when I reached an impasse, I'll do the same here. Except I will move on to another lender. \n\nMe ( XXXX XXXX ) I need 0 points. When I took my loan out, a selling point was other than fixed costs, closing costs at RM would not be repeated, I clarified this as points. Maybe I misunderstood. I PROMISE. look at my history last spring I will walk. I PROMISE. perfect credit, no debt, nice LTV, your risk is nil with me Me ( XXXX XXXX ) The only difference between now and last spring is I will leave XXXX Me ( XXXX XXXX ) 2.5 points paid for a quarter point is INSANE XXXX ( XXXX XXXX ) Ok, I'll take care of it. \n\nMe ( XXXX XXXX ) Thanks XXXX, I do appreciate it. \n\nXXXX ( XXXX XXXX ) So do we want no points at the 3.75 %? This would increase the cash out significantly and essentially eliminate the cost OR we could look at a little lower interest, I don't know if I can promise it will be ZERO points. \n\nMe ( XXXX XXXX ) I was looking for 0 points at 3.5. How can there be 2.5 points to reduce the rate by .25 percent?? That makes zero sense to me. \n\nMe ( XXXX XXXX ) If you can not, please tell me and I will pause and look elsewhere to confirm I am am correct. If i am, i and I can get 3.5 at 0 points I walk. \n\nXXXX ( XXXX XXXX ) Pricing is dictated by the federal reserve. We have to understand 3.75 % or 3.5 % is insanely lower fixed interest. It's good we locked in when we did, pricing has only increased since this impeachment stuff has taken place. \n\nXXXX ( XXXX XXXX ) I'm going to give you the best possible pricing available on a fixed rate mortgage whether it's the 3.75 % or the 3.5 %. The lower rate is more of a buydown. I'd take 3.75 % with more cash out and cost essentially eliminated Me ( XXXX XXXX ) I get it is a buy down, but what I do not understand is 1 quarter point equaling 2.5 origination points. \nSo I hear you, I respectfully can not agree that this is equitable. \n\nMe ( XXXX XXXX ) I'll start making some calls. Time is short for me here. \n\nMe ( XXXX XXXX ) What is the apr on 3.5 with 2.5 points? \n\nXXXX ( XXXX XXXX ) Like I said, let me have my pricing director make adjustments. I don't know what the final buy down is with the updated value. I hope you can respect and appreciate my honesty and transparency. \n\n\nMe ( XXXX XXXX ) I do my friend, I am in my business mode, so do not take my directness as offense, please. I just need facts. \n\nXXXX ( XXXX XXXX ) All I have is facts, like I said we are going to get you the industry best on pricing. We will also be able to close very quick Me ( XXXX XXXX ) Very good. Just let me know, I need to know apr of 3.5 percent at 2.5 origination points. I suspect it is equal or greater than 3.75 no points. \n\nXXXX ( XXXX XXXX ) I'll let you know ASAP my friend -- -- -- Thursday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) Thanks XXXX, was travelling the balance of the day yesterday and on calls most of this morning. Again, you are great man, so do not take my tone as one of  dissatisfaction. \n\nXXXX ( XXXX XXXX ) You're the man! I'm working on final pricining with VP now XXXX ( XXXX XXXX ) pricing* Me ( XXXX XXXX ) Thanks XXXX XXXX I appreciate your efforts! \n\nMe ( XXXX XXXX ) And I do get wound up, my apologies for that. Something I work on NOT doing! \n\n-- -- -- Friday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) HXXXX XXXX, just checking in to see where you were relative to your inquiries with the VP of pricing. Thanks in advance. \n\n-- -- -- Monday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) Hey XXXX, time is passing and I've not heard from you guys in a bit. Please advise the status XXXX ( XXXX XXXX ) I've been out sick the last couple days. Good news, we are good to go at 3.625 % ( lower rate ) at 1.75 pts. This takes you out of the 3.75 % at 3 points. You are saving over 10k on cost with a lower rate! \n\n\nXXXX ( XXXX XXXX ) Cash back to you has also increased Me ( XXXX XXXX ) 1 question, earlier you still stated in this thread 3.75 and 0 points. Is that still an option? \n\nMe ( XXXX XXXX ) From you last Wednesday : Me ( XXXX XXXX ) So do we want no points at the 3.75 %? This would increase the cash out significantly and essentially eliminate the cost OR we could look at a little lower interest, I don't know if I can promise it will be ZERO points. \n\nMe ( XXXX XXXX ) I can get us a 3.5 % fixed rate at 2.5 pts ( half a pt less in cost! ) OR I can keep the 3.75 % and cover pts on that. pricing has definitely improved with the higher value : ) XXXX ( XXXX XXXX ) I can submit that option again, I want to make sure I'm getting the most amount of savings on interest over the life of the loan while getting you the necessary cash out XXXX ( XXXX XXXX ) the 3.625 % will get you XXXX cash at close. You think this will be enough? \n\nMe ( XXXX XXXX ) No, I had asked for XXXX out if you recall, let me know on the 3.75 no points. You told me that was available to me 5 days ago, I expect that to be honored. I need to know now also, I'm waiting no more on this. You all budged nothing o what I was asking, I asked for for you say XXXX cash out. You offer 3.75 no points and now you imply you have to ask again. XXXX this is very disappointing. I feel like this is a textbook bait and switch. \n\nMe ( XXXX XXXX ) And based on the new pricing I may want more than XXXX out. Now i am truly frustrated. \n\nMe ( XXXX XXXX ) Resized_Screenshot_20190930-102313_Messages.jpeg 510.5 kB XXXX I do not know which way is up. I read back and I asked a direct question, you gave me a direct answer. You said 3.625 and no points would happen I'd my appraisal exceeded XXXX. Here is our exchange. If you give me any other answer, I need to speak to a vp of pricing and Express my dissatisfaction with these inconsistencies. \n\nXXXX ( XXXX XXXX ) I'll submit 3.75 % at zero pints. I'm letting you know exactly what I can close on. I need you to make a decision on which way you want to go. Like I stated upfront pricing has gotten significantly better post appraisal. \n\nMe ( XXXX XXXX ) So if pricing has gotten better post appraisal and as your text seem to say copied above 3.625 no points, I am at a loss. Submit what you will, I'll not pay a point. I am out of here under 2 conditions, if I do not hear back today by XXXX, I walk, if I do not hear the rate I want, by XXXX, I walk. This process honestly has been terrible. I prior XXXX out and highlighted the contradictions in this text stream and I'm pretty shocked. \n\nXXXX ( XXXX XXXX ) I have you approved for 3.75 % covering the points getting you XXXX cash at close. Let 's get this loan closed. \n\nMe ( XXXX XXXX ) Am I able to get any more than XXXX out? \n\nMe ( XXXX XXXX ) I mean what is the max i can take out? \n\nXXXX ( XXXX XXXX ) If we exceed 70 % LTV pricing will adjust again. Like I said from day one ... your cost has decreased over 10k due to higher value, this money is being allocated towards your cash out. I'm getting you pricing I could not even get approved on. \n\nXXXX ( XXXX XXXX  ) I can technically get you an additional XXXX, this will take loan to 80 % LTV. I can't do 80 % LTV for zero points and this will increase he monthly payment. \n\nMe ( XXXX XXXX ) Ok 3.75 0 points. Max the cash out as close to 70 percent ltv as possible. Please send me the loan estimate when able with the locked in munbers. \n\nXXXX ( XXXX XXXX ) Will do -- -- -- Tuesday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) Any update on the loan estimate package so I can see all that we discussed on paper? \n\nXXXX ( XXXX XXXX ) Yes, disclosure should be available this evening. \n\nMe ( XXXX XXXX ) Nothing has posted, I am specifically looking for the loan estimate package, good faith estimate, the breakdown of costs please. I need it in writing asap. We are 2 weeks in I believe. \n\n-- -- -- Wednesday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) I'll resubmit. The rediscloses should be updated Me ( XXXX XXXX ) Ok Me ( XXXX XXXX ) And to be clear, I really want the break down of costs, a good faith estimate, whatever yall call it. Loan estimate package? I need to know exactly where all money is allotted well prior to closing. \n\nXXXX ( XXXX XXXX ) Absolutely, by law I need to provide you the entire breakdown of the loan. Documents will look exactly like initial ones Me ( XXXX XXXX ) Great thanks. \n\nMe ( XXXX XXXX ) Fyi, still no new information posted. \n\nXXXX ( XXXX XXXX ) I'll contact my tech guys, disclosures should be posting Me ( XXXX XXXX ) Thanks Me ( XXXX XXXX ) Still nothing -- -- -- Thursday, XX/XX/2019 -- -- -- Me ( XXXX XXXX ) Still nothing and to clarify, I will get all of the numbers to view today?? I can not wait until 2 days before closing. It took you 24 hours to create this last time, can you do the same today. Please? \n\nXXXX ( XXXX XXXX ) There seemed to be an issue loading docs into your Rocket Account, I should have everything uploaded by XXXX XXXX Me ( XXXX XXXX ) Fyi, approaching XXXX day 4, still nothing Me ( XXXX XXXX ) After 3. Still nothing. I am not even upset or surprised anymore. All I want are the figure we discussed, I writing. Email me. Text me. Forget the app. I just need to see the figures. \n\nMe ( XXXX XXXX ) The form, not just the rough figures. I need to know every penny I am spending Me ( XXXX XXXX ) Oh well. Nothing. Well, rates seem to be dropping again, I am shopping again. Would appreciate your good faith estimate at some point. If I get a better rate with a prior broker I've used, I'm gone. \n\nMe ( XXXX XXXX ) Of no better rate, I will stay. If I do get a better rate though, that is between me and my broker and I will not initiate a bidding contest, I'll just be gone. This really has not been easy, it has not been fun. \n\nMe ( XXXX XXXX ) We've been texting for 19 days for heaven sake and I can not even get a piece of paper to see what you are charging me. \n\n-- -- -- Friday, XX/XX/2019 -- -- -- XXXX ( XXXX XXXX ) My apologies, we had a company meeting yesterday. Disclosures were sent out at noon yesterday. Everything is updated Me ( XXXX XXXX ) I am working with my former broker now, I'll know shortly whether I stay or move my loan Me ( XXXX XXXX  ) Still nothing posted by the way. \n\nMe ( XXXX XXXX ) Nothing. Good lord. \n\nMe ( XXXX XXXX ) Resized_Screenshot_20191004-092202_Adobe_Acrobat.jpeg 894.8 kB I dont even know what this is. \n\nMe ( XXXX XXXX ) 3.5 %? \n\nMe ( XXXX XXXX ) And another disclosure, where dis this discount fee come from, it wasn't on my original loan application process? \n\nMe ( XXXX XXXX ) Resized_Screenshot_20191004-092202_Adobe_Acrobat.jpeg 894.8 kB XXXX ( XXXX XXXX ) I sent the docs out for the 3.75 % yesterday. You are probably looking at old disclosure aT 3.5 % Me ( XXXX XXXX ) What about the points, the alleged new one shows me paying over 7k o. Points dated XX/XX/XXXX? This redisclosure show you sneaking by almost 1.5 points. I am disgusted. If I was less educated or careful and didn't understand youd be screwing me every way you can. I am out bud. \n\nMe ( XXXX XXXX ) Ought to be ashamed of yourselves. \n\nMe ( XXXX AM ) Delay the loan estimate package until the final hour, sneak almost 1.5 point by me in this redisclosure package, hope I dont see if and hope rates are so high at closing I am screwed? Ok I am out. Your strategy is clear. Do NOTHING MORE ON THIS REFI. MY LOAN WILL BE PAID ON FULL IN 30BDAYS OR LESS. CROOKS. \n\nMe ( XXXX XXXX ) Company meeting at Rocket. Hmmm. How to steal cash from customers. I got it. \n\nMe ( XXXX XXXX ) I've got to put the phone down after this, but you expect me to believe that you had a company meeting where all work stopped across the country for 8 hours? \n\nMe ( XXXX XXXX ) XXXX Me ( XXXX XXXX ) Do NOT text me back, ever. I am done with you and your den of thieves. Another message will juat make my head explode I am so furious with you and your crooked company Me ( XXXX XXXX ) Why would you treat a person like this? I am shaking I am so furious thinking about all of the elderly or uneducated or folks ignorant of the process you XXXX gleefully daily I expect. \n\nMe ( XXXX XXXX ) By the way my broker beat your rate and is giving me a written float down guarantee. Crooks. \n\nXXXX ( XXXX XXXX ) I told you the pricing would shift in your favor if the home appraised for more, the home appraised for more and the pricing shifted in your favor. I have you approved on the best possible pricing I can get. You can shop all you want but I have XXXX ( XXXX XXXX ) applied as many discounts to this as possible. You can't just demand a certain rate at 0 points, it's not home mortgages are priced. I'm giving you the best I possibly can. \n\nMe ( XXXX XXXX ) Stop it. You liar. You lied. You told me youd cover all points. Now go away and do not condescend to me kid. Go XXXX an easier mark. Read your XXXX texts. You liar XXXX ( XXXX XXXX ) You were asking for 3.5 % at zero points, I've got the best possible pricing approved. If you want to shop go for it, I can withdraw the loan application. It's up to you, the loan accomplishes all your goals. It's pricing I couldn't even get on my hom Me ( XXXX XXXX ) Nope liar. 3.75 percent 0 points is what we agreed to monday. Read your text. \n\nMe ( XXXX XXXX ) Resized_Screenshot_20191004-101829_Messages.jpeg 428.5 kB Me ( XXXX XXXX ) Oh yes, withdraw my application pack of thieves. \n\nXXXX ( XXXX XXXX ) I submitted for 0 points, I cant control the pricing on a mortgage ... I have it approved the best I can at that rate. I'll withdraw the loan. This is about as good of pricing that you'll find, if you want to shop you can but I can keep this on ice Me ( XXXX XXXX ) Why did you lie to me. Read your words withdraw this loan app and never talk to me again. I'll be posting this text stream on social media XXXX ( XXXX XXXX ) I submitted the loan for 0 points, I apologize I really do. I wish I could do the 3.5 % at 0 pts but I have to offer what the bond market provides. I wouldn't have you close or sign on anything without visibility. This is the best I can offer. \n\nXXXX ( XXXX XXXX ) I should never have talked about pricing before my team got back, I do apologize. This is the best I can possibly do at the 3.75 %. I understand if you want to stop the process. \n\nMe ( XXXX XXXX ) Dude, 3.75 at 0 points. Dont pretend we are still talking about 3.5. Your last redisclosure from yesterday is 3.85 at almost 1.5 points. Withdraw my loan liar. \n\nMe ( XXXX XXXX ) Liar. Bait and switch. Wait until the end before I discover your lie. Too late then. \n\nMe ( XXXX XXXX ) Liar. \n\nMe ( XXXX XXXX ) Withdraw the loan. Now. My broker has already beaten your best lie, in writing. \n\nXXXX ( XXXX XXXX ) XXXX, you haven't signed anything, the loan actually has gotten significantly better since when we first started. \n\nXXXX ( XXXX XXXX ) Ok no problem, I wish you the best. \n\nMe ( XXXX XXXX ) Poor XXXX Rocket customers. I will tell this story everywhere With draw the loan liar. \n\nMe ( XXXX XXXX ) Oh and I downloaded another disclosure from Monday zero points. 3.75. You guys are awful people XXXX ( XXXX XXXX ) Yes I submitted it for you. and the pricing got declined XXXX ( XXXX XXXX ) I've been honest with you, I've been trying. \n\nXXXX ( XXXX XXXX ) But it sounds like you have an even better offer approved. \n\nMe ( XXXX XXXX ) An honest one Me ( XXXX XXXX ) You must've known it was not approved then, why did you wait for me to discover it. Hoping I would not notice? Liar. \n\nXXXX ( XXXX XXXX ) Ok enough with the name calling. If you have a better offer go with it. I've tried to submit for 0 pts on 3.75 %, it got declined. I've given you the best I've got. \n\nMe ( XXXX XXXX ) Goodbye. You know what you are Me ( XXXX XXXX ) 9 times in this thread you assured me in my situation 3.75 at 0 points. I can not wait to post this entire exchange on XXXX, XXXX, send it to the XXXX, your ceo. Wow. I hope you can sleep at night. Couldn't help but point out the 9 lies you told me I can count. My broker said that he get 4 or 5 customers a month telling him the same story about Rocket.  Sneaking points and costs by. And I thought you were just bad at your job. Maybe you are really good at lying. Good night.","date_sent_to_company":"2019-10-07T16:09:47.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"24060","tags":null,"has_narrative":true,"complaint_id":"3398039","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2019-10-07T15:18:55.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Me ( XXXX XXXX ) Generally in my experience 1 <em>point</em> in rate equals 1 origination <em>point</em>. \n\nXXXX ( XXXX XXXX ) I haven't submitted to my pricing director yet,  we are going to get it down as low as humanly possible. I should know within the day. \n\nMe ( XXXX XXXX ) I please <em>check</em> and look at my history. In XXXX I walked away from a refi with you, when I reached an impasse, I'll do the same here. Except I will move on to another lender. \n\nMe ( XXXX XXXX ) I need 0 points."]},"sort":[4.900114,"3398039"]},{"_index":"complaint-public-v1","_id":"3764286","_score":4.673999,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX : A brief history I was born and raised in Colorado. After a few tries at college I decided to try a career as an XXXX XXXX. Growing up I had a flair for decorating. I had some initial success working for an XXXX XXXX XXXX in XXXX XXXX and before the age of 21, 2 of my projects were published in the Sunday home section of my local newspaper. \nI decided to attend a 2-year program to become a XXXX XXXX XXXX. To pay for my schooling I went to work for a XXXX in XXXX XXXX. I feel in love with the profession. I worked for several florists in XXXX XXXX before moving to XXXX, Colorado. I was fortunate to work for Special event florists that recognized my talents and I began refining my personal style. In XXXX I won the XXXX XXXX of the XXXX XXXX  at the State florists convention. \nI met my partner XXXX after moving to XXXX Colorado in XXXX. He worked for XXXX XXXX, a grocery wholesaler. He was on the fast track to move to home office which meant we would be moving for several years. We moved to XXXX, New Mexico in XXXX, then back to XXXX for a few months then we moved again to XXXX, Alabama in XXXX. \nFor a few years I worked at a flower shop in XXXX, but I yearned to be part of the XXXX flower scene. XXXX has a storied flower culture. The wealthy ladies of XXXX went to XXXX to learn flower design and brought back the techniques that when coupled with the local greenery created an extraordinary culture of flowers and an iconic look called the XXXX XXXX. A handful of the original ladies who learned from their English teachers were even featured in a book entitled XXXX XXXX XXXX  published by the XXXX XXXX XXXX. It would be XXXX in XXXX where I would I opened a tiny 400 sq. ft shop in XXXX XXXX. I drove an hour each way from XXXX to be part of that scene. \nThe shop in XXXX was only meant to be a way to express myself and keep myself busy as XXXX and I would be moving again. In XXXX XXXX found out he was XXXX positive. After an agonizing year of treatment that left him severely debilitated, he passed away in XXXX. At 30 years I lost the person who believed in me and my talent. Before he died, he borrowed money from his mother against what would have been his inheritance, together with savings and credit cards I was able to open my XXXX XXXX. He also knew the darker side of my personality. Back then I had what some might call a short fuse. I often quit many of the florists I worked for out of frustration and anger. There was something at work inside of my brain that I couldnt control or comprehend. When I went to work for myself everything suddenly changed. I had a handle on my mental health for the first time in many years. \nThe owner of the 400 sq. ft building I rented added on an additional 300  sq. Ft to accommodate my growing business. By XXXX I had moved from the 700 sq. ft location to a 1500 sq. ft storefront in XXXX XXXX on XXXX XXXX, eventually moving to a 3000 sq. ft space. Again in XXXX XXXX. By this time, I was an in-demand XXXX providing flowers for social events. \nI had many firsts for a XXXX XXXX man in XXXX, providing the dcor/designs for : XXXX XXXX, providing floral content for XXXX XXXX XXXX, XXXX XXXX, XXXX   magazine and others. \nXXXX XXXX XXXX XXXX, traveling with them to their yearly conventions throughout the United States XXXX XXXX, publisher of XXXX XXXX among other magazines. \nXXXX XXXX XXXX XXXX XXXX XXXX most prestigious fundraiser in XXXX. \nThe XXXX XXXX XXXX An Alabama XXXX inauguration Alabama XXXX XXXX XXXX XXXX XXXX And many weddings and social events. The people and many corporations in XXXX had embraced me and my work. \nWhen I told my parents, I was moving to XXXX they were very concerned. They had a secret they never told me. I was not XXXX at all. I was half XXXX XXXX XXXX. My parents had adopted me after I was placed in their foster home. My birth mother, XXXX was born to a family in XXXX, Utah. When she was XXXX years old her mother passed away. Her father was overwhelmed with his 7 children and the decision was made to put the children up for adoption. She and her brothers and sisters were sent to live with various families. My mother and her sister XXXX were sent to XXXX and XXXX XXXX. They did not want/like my mother. In fact, she was sent back to her father 2 times. At XXXX years old my mother gave birth to a still-born baby girl. The father was XXXX XXXX, her adoptive father. He had been XXXX XXXX her for years. When she was XXXX years old, they decided to get rid of her and she was sent to the XXXX XXXX XXXX XXXX. There was nothing wrong with her but during that period in Colorado there were no social services for children. People would simply leave unwanted children with them. When she was XXXX, she was XXXX by an XXXX American orderly, my father. I was taken from her at birth and placed in a foster home run by XXXX and XXXX XXXX. I was later adopted by XXXX and XXXX. At XXXX years old I found out I was adopted. The origin of my beginnings gave me great anxiety. I wondered why my mother did not want me. Why did she give me up? At the age of XXXX I finally understand my emotions and anxiety all those years. I was always looking for love and acceptance. \nWhen I opened my shop and through the subsequent years, I found the love and acceptance I had always been searching for. The everyday operations kept my mind busy and alert and the planning and execution of large events gave me a sense of accomplishment. I have a box that I have keep with me with notes from my clients. The overall theme of each note focuss not only on the professional work I performed but also the pleasure of getting to know me, with many expressing what a kind man I was. I felt blessed to be recognized as a good steward of the resources entrusted to me. \n\nMy Dream In XXXX I had saved enough money to buy a piece of property in XXXX, Alabama. The property was offered by XXXX and XXXX XXXX, a local couple who owned XXXX, a small eatery in XXXX. \nThe property was a perfect fit for me. I could run the business in the back and have a showroom for my event decor. Eventually when I retired, I planned to rent the property so that I could retire and be able to travel and pass the property to my family. This was my American Dream. I understood that financial freedom would allow me to pursue many opportunities that had alluded my own parents like traveling. \nIn XXXX I signed the mortgage for the project with a construction budget of XXXX from XXXX bank with an interest rate of 6.5 %. At the time I owned a home in XXXX that I purchased in XXXX for XXXX. I improved the property adding a new kitchen and an extensive garden that included a koi pond. The Garden was chosen as a stop on the exclusive XXXX XXXX XXXX XXXX XXXX and was also featured on the cover of XXXX XXXX. I sold the property for XXXX and realized a profit of XXXX. Selling my home was a requirement of the loan. XXXX XXXX, my loan consultant was adamant I use that money to purchase merchandise to sell in my new store. \nWhen the building was finished in XXXX the builder, XXXX builders revealed they went over the construction budget by XXXX. I had been required by XXXX to hire a construction supervisor and was also required to give them a XXXX contingency fee should the builder go over budget. I thought I done everything right. By this time XXXX had merged with Regions. XXXX, my contact at XXXX XXXX left before the merger and I was given a new contact at Regions, XXXX. It was shortly after that when I heard from XXXX. She advised me that Regions would fund the extra XXXX, but my interest rate would change from 6.5 % to 8.5 %. My mortgage payment would go from XXXX a month to over XXXX a month. A difference of XXXX! WOW! I had proven I could afford the XXXX a month but XXXX for 20 years would be a real stretch. I tried reasoning with XXXX. I proposed adding the XXXX to the mortgage, adding the XXXX to the back of the loan, anything but changing the interest. She wouldnt budge. I tried obtaining a new loan from other sources but with no luck. Even though I did everything right I was punished because the builder went over budget. For so many years I had given XXXX everything I had. Whenever I was asked to donate, I donated. Whenever anyone needed help, I helped. I thought all the good will I had shown my customers and XXXX at-large would come back to me. I took this action personally. This did not seem like the XXXX I knew. A place where despite the history of oppression, those who valued my work opened their arms to me. \nThe anxiety that I had been able to keep in check for years became unbearable. I remember the day shortly after I had moved into the new building when XXXX showed up unannounced. She told me that unless I signed the new mortgage, I would lose my building. Backed into a corner I unwittingly signed the mortgage. I always understood that when one is in business everything is at-risk. Anything can happen, but I never dreamed that an institution whose very business is to aid borrowers would treat me with such ill regard. \nOne problem after another came my way. That same year XXXX XXXX XXXX forgot to put my listing in the phone book. People still used the phonebook in XXXX. No new customers for a year. Many of my customers thought I went out of business. Little annoyances became big issues. I had to cut the hours of my assistant XXXX who took orders and did some of the book work. She got upset and went to work for XXXX. She called my customers and told them I fired her. More than 50 % of my customers left. Then the XXXX recession hit. Barring what happened with XXXX which was a result of this issue highlights what can happen in business, why everything is always at risk. I had weathered many storms over the years but coupled with my crippling mortgage these problems created a nightmare situation. \nUp until this nightmare I felt so blessed and thankful. This black-brown kid from a poor family with a humble beginning raised by parents with a XXXX grade education had finally made it. The sense of satisfaction I had from owning my own business was such a grounding force for me. But before I knew it, I was clinically depressed. I started using anti-depressants and stimulants to keep me going. By XXXX my whole demeanor had changed. I was angry, battling side effects from the prescribed drugs and constantly contemplating suicide. I had always been a social drinker, but I even tried drinking during the day. I tried anything to escape. I knew that drugs and alcohol were the refuge of the disaffected, but I was powerless. My partner XXXX was a recovered alcoholic. He had been sober for 10 years when we met. The reason he had become an alcoholic was from an early business failure he went through. We had talked about the conditions that had contributed to the demise of his business. We had discussed at length the issues I might encounter when I opened the business. I thought I had covered all my bases, but like many minority businesss I had always been underfunded. I didnt have multiple streams of income ; I did not have family to borrow from like XXXX had been able to do. Through the lens of time I can see things differently. \nBy XXXX I was so angry I went to the Regions corporate building in downtown XXXX a few days before XXXX and demanded to talk to the president of the bank. I was eventually escorted upstairs and talked with several people from Regions. I was reassured I would receive help after the first of the year. I did but it was too little, too late. The bank would eventually sell the loan to a debt collector who would call me and say things to put me on the defensive. Telling me what a shame it would be to lose such a nice building. I listed the building in XXXX and it eventually sold in XXXX. I remember the scene at the lawyers office so clearly. The lawyer handling the closing made a point of sharing that the owner would be receiving a special interest rate thanks to a special program. My heart was so heavy. I had been begging for years for help and it seemed like the only people who received help where the ones who didnt need it. \nWe can look back at the interest rates being charged in XXXX and see that they were in the 6 % range. If you are white and well connected or rich maybe they were even lower. What I do know is that 8.5 % was too high. It was punitive. \nThe events leading up to this time in history helped me to find my voice. One of the worst things that happen to people who are marginalized is that they lose their voice. \n\nThe cries of XXXX XXXX that he could not breath went unheeded by those in charge. \nXXXX XXXX killed XXXX XXXX by putting his knee on XXXX XXXX neck for XXXX minutes and Regions had their Knee on mine for 6 years. Its difficult to put into words the despair brought on by the wounds of unfairness. Whats worse than losing your life? I would argue losing your dream! Death is difficult for those who are left behind. But once you are dead you feel no pain. I had to relive my pain every day. \nXXXX XXXX from XXXX, Our struggle is not the struggle of a day, a week, a month or a year, it is the struggle of a lifetime. \nDreams sometimes take a lifetime to achieve. Mine took 40 years. And yet almost overnight it was destroyed. To have ones life work dematerialize before your very eyes is demoralizing in every sense of the word. \nRegions and XXXX, XXXX XXXX XXXX I challenge you to listen and take up my cause. Your bank has announced that it wants to use its resources to address XXXX XXXX, inclusivity and advancement. \nFrom an XXXX article. Regions XXXX and XXXX XXXX XXXX said it is the companys responsibility to use our resources and expertise in ways that address disparities and create positive change. \nI submit to you that the actions your bank took by raising my interest rate was neither fair nor reasonable. Raising the interest rate on my loan put an undue burden on my business that in turn put an undue stress on both my physical and mental health. Borrowers like me have systematically been forced to accept unfair treatment by financial institutions who back their customers into a corner. Neither public interest nor the interest of the borrower is served by such treatment. The people you serve both black/brown or white deserve better. Their dreams matter as should the dreams of all who live and strive to provide a build a better XXXX and a better world for themselves.","date_sent_to_company":"2020-07-25T22:38:20.000Z","issue":"Trouble during payment process","sub_product":"Other type of mortgage","zip_code":"92021","tags":null,"has_narrative":true,"complaint_id":"3764286","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"REGIONS FINANCIAL CORPORATION","date_received":"2020-07-25T22:10:04.000Z","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":["But once you are dead you feel no <em>pain</em>. I had to relive my <em>pain</em> every day. \nXXXX XXXX from XXXX, Our struggle is not the struggle of a day, a week, a month or a year, it is the struggle of a lifetime. \nDreams sometimes take a lifetime to achieve. Mine took 40 years. And yet almost overnight it was destroyed. To have ones life work dematerialize before your very eyes is demoralizing in every sense of the word. \nRegions and XXXX, XXXX XXXX XXXX I challenge you to listen and take up my cause."]},"sort":[4.673999,"3764286"]},{"_index":"complaint-public-v1","_id":"3181801","_score":3.2399464,"_source":{"product":"Mortgage","complaint_what_happened":"On or about XX/XX/XXXX, I received XXXX XXXX on my right XXXX  to repair XXXX XXXX and XXXX. Shortly thereafter, on or ab out XX/XX/XXXX, I was admitted into the XXXX XXXX XXXX XXXX XXXX after experiencing XXXX related issues. I was placed in the intensive care unit for a number a days and thereafter, released from the hospital. Thereafter, on or about XX/XX/XXXX, I was wrongfully terminated from my place of employment that I held for approximately ten years. \n\nAfter experiencing three major life-changing experiences and being unemployed, I continued to make my mortgage payments via my personal savings. Thereafter, I requested assistance from then Washington Mutual, which was later purchased by JP Morgan Chase Bank and or Chase Home Financing all to no avail. I was instructed to continue making my mortgage payments and received absolutely no assistance from either bank! Thereafter, I learned that Chase Bank and or Chase Home financing signed a \" Servicer Participation Agreement for the Home Affordable Modification Program '' ( \" the HARP contract '' ) on XX/XX/XXXX with XXXX XXXX ( see-attached document labeled exhibit A ) on information and belief Chase Home Finance, LLC also signed a HAMP contract with XXXX   XXXX on XX/XX/XXXX. \n\nWith this newfound knowledge, I demand assistance from JP Morgan Chase Bank and or Chase Home Finance with negative results. Over 95 % of the time I attempted to contact Chase by telephone, I faced long periods of holding time and whenever I attempted to leave a message with their assigned representative, the service providers mailbox would inform me that it was \" full '' and can not accept any messages. In addition, Chase routinely gave false statements by stating that my documents were never received, but failed to specify what documents. \n\nChase Home Finance stated in a letter to Plaintiff, \" A review of our records indicates that Chase made numerous, unsuccessful contact attempts in order to try and facilitate a short sale. '' However, Plaintiff taped recordings tells a different story. The recordings shows Chase Home Finance had Plaintiffs correct telephone number, but intentionally and deliberately called the wrong number to prevent Plaintiff from receiving any assistance. \n\nTheir criminal practice carried on routinely and I submitted overwhelming documents and taped telephone conversations to prove that Chase Bank intentionally and deliberately failed to assist me. They continuously and repeatedly lied by alleging they did not receive any of the my documents TO AVOID PROVIDING THE ME WITH ANY RELIEF OR APPROVE A SHORT SALE BECAUSE SERVICING THE MORTGAGE WAS MORE LUCRATIVE TO THEM THAN PROVIDING ME WITH ANY RELIEF. \n\nJP Morgan Chase and/or Chase Home Finance are intentionally ignoring a grave fact that I sent the requested documents and they INTENTIONALLY LIED by stating that they never received my documents. As a direct result, I was forced into bankruptcy, my property went into foreclosure and my requests for assistance were denied for alleged insufficient documentation. Although, I have records to disprove their false statements and prove that the documents were sent to the defendants via certified mail RR, express mail, postal mail and facsimile ( Please see attached ). \n\nChase Home Finance also state in their letter to Plaintiff, \" Indications are that the property is fire damaged. '' Plaintiff vehemently disputed defendants false accusations and obtained a letter from the City of XXXX, New Jersey Fire Chief XXXX XXXX. In his letter ( See attached ) to Chief XXXX XXXX, Chief XXXX states that there have been no responses to the property in question during the periods I owned the property. In addition, Plaintiff took numerous photographs of the property, which clearly showed that there is absolutely no evidence of fire damage. \n\nContinuing with their misconduct, Chase called me at my home telephone number and left a message on the evening prior to the short-sale. At XXXX, XXXX XXXX ( phonetic ) of Chase Home Finance called from telephone No. XXXX and left a message on my voicemail stating that the short sale would be declined due to insufficient documentations that were never submitted. Plaintiff sent the documents via certified mail, express mail & facsimile. ( Please see attached receipts ) Beginning in the XXXX of XXXX, the federal government instituted several measures to try to stabilize the housing and credit markets and assist troubled homeowners. In XX/XX/XXXX, the Emergency Economic Stabilization Act of 2008 ( EESA ) was passed to promote stability and liquidity in the financial system. Among other things, EESA authorized the Secretary of the Treasury to establish the Troubled Asset Relief Program ( TARP ). TARP funds were used, in part, to promote various mortgage loan modification programs. \n\nThese programs were, The Making Home Affordable ( MHA ) Program, Home Affordable Modification Program ( HAMP ), \" The Home Price Decline Protection Incentives ( HPDP ) initiative, The Principal Reduction Alternative ( PRA ), The Home Affordable Unemployment Program ( UP ), The Home Affordable Foreclosure Alternatives Program ( HAFA ), The Second Lien Modification Program ( 2MP ), The FHA-HAMP Program, The Treasury/FHA Second-Lien Program ( FHA2LP ), The FHA Refinance for Borrowers with Negative Equity ( FHA Short Refinance ) Program, Housing Finance Agency Hardest Hit Fund ( HHF ) Despite the voluminous number of programs available, Chase Bank and or Chase Home Finance did not recommend nor offer any of the programs. Instead, they allowed me to go further into debt, foreclosure and then bankruptcy, while defendants continued profiting from servicing Plaintiffs mortgage and receiving credit from the United States Government. \n\nFurthermore, Chase Home Finance states, \" Chase did not receive the necessary documents in order to conduct a short sale review. '' Once again, Chase Home Finance intentionally and deliberately gave false statements in order to manipulate their requirements of the signed contract agreement with XXXX XXXX and other signed consent agreements with the United State government and the state of New Jersey. However, the facts will show that Chase Home Finance received their requested documents via express mail, certified mail and facsimile ( see attached documents ). \n\nChase Home Finance also state in their letter, \" Indications are that the property is fire damaged. '' Once again, this is a false statement. Attached hereto is a letter ( See attached document ) from the City of XXXX, New Jersey Fire Chief XXXX XXXX to Fire Official XXXX XXXX. In his letter to Chief XXXX XXXX, Chief XXXX states that there have been no responses to the property in question during the periods I owned the property. More importantly, I have taken numerous photographs of the property, which clearly shows that there is absolutely no evidence of fire damage. \n\nTo make it appear as though they made an effort to provide me with relief, Chase Home Finance called me at my home telephone number and left a message on the evening prior to the short-sale. At XXXX, XXXX XXXX ( phonetic ) of Chase Home Finance called me from telephone No. XXXX left a message on my voicemail stating that the short sale would be declined due to insufficient documentations that were never submitted. However, Mrs. XXXX statement that documents were never submitted is contradicted by my attached documents that prove otherwise. \n\nOn or about XX/XX/XXXX, the City of XXXX, New Jersey adopted a vacant property registration ordinance in which they began charging fees to register vacant homes ( See attached ). Unbeknownst to me, I paid the City of XXXX {$500.00} for the first initial registration fee, and {$1500.00} for the second registration fee. ( See attached documents ). \n\nOn or about XX/XX/XXXX, I responded to City of XXXX, NJ, spoke with Mrs. XXXX XXXX XXXX, and advised her that I could no longer afford to make the vacant property registration payments. Mrs. XXXX advised me to submit my statements in a letter addressed to her and as she requested, the letter was sent to her via priority mail. On or about XX/XX/XXXX, I received an email from a City of XXXX, New Jersey official, XXXX XXXX from the Department of Economic Housing Development Department. Mr. XXXX wrote to enquire about my payment of the vacant property registration fee. ( See attached ) I responded to Mr. XXXX email ( See attached ) and advised Mr. XXXX of the following : Attached hereto is a copy of the letter I sent to your office via priority mail # XXXX dated XX/XX/XXXX. It is in response to a letter from your office dated XX/XX/XXXX. Thereafter, I receive a telephone call from your office stating that Chase Bank is responsible for making the vacant property payments and that I would be receiving a refund. Since then, I have NOT received a refund or call from your office in regards to my refund, except your email in regards to XXXX XXXX XXXX XXXX on or about XX/XX/XXXX. \n\nI am XXXX and CAN NOT afford to make the payments, in addition, Chase Bank REFUSES to liquidate the property and they have refused to make the REQUIRED vacant property payments and somehow, your office is deciding to go after the XXXX person with NO FUNDS and Chase Bank has BILLIONS of dollars and refuses to pay! \n\nPlease help/assist me in resolving this matter because I can not afford these payments. In addition, I am anticipating a refund from your office, not a notice to payment with penalties. \n\n\nCoincidently, Chase Bank released their lien to the property ( XXXX XXXX XXXX XXXX XXXX, NJ ) on or about XX/XX/XXXX, in order to avoid paying the City of XXXX, New Jersey the vacant Property registration fee. Unfortunately, I was not given notice from Chase Bank until AFTER XX/XX/XXXX. \n\nChase Bank is fully aware they are responsible for making the vacant property registration payment with the City of XXXX, New Jersey, however they intentionally failed to do so. I received numerous tickets on the property and made numerous court appearances because Chase Bank refused to maintain the property. \n\nI filed a complaint with the Consumer Financial Protection Bureau, more succinctly on or about XX/XX/XXXX. ( See attached ) Chase Bank responded with THREE separate letters addressed to me, admitting they owed XXXX XXXX {$2000.00}. We previously agreed to reimburse you {$2000.00} for certain fees based on the receipts you submitted in XX/XX/XXXX. WE WERE RESPONSIBLE FOR ALL REGISTRATION PERIODS UNTIL THE LIEN WAS RELEASED. \n\nChase Bank requested that I sign a release agreement that did not include any reimbursement for my cost of cleaning up the debris, reimbursement for paid back taxes, reimbursement for travel & cost for several court appearances because Chase Bank refuse to maintain the property or have it secured, nor did the document have a date in which I would be paid for my cost, so I refused because Chase Bank was not negotiating in good faith. \n\nOn or about XX/XX/XXXX, I filed a Complaint, alleging various violations of New Jersey 's Consumer Fraud Act ( CFA ), which protects consumers from deceptive, false, or fraudulent business practices because Chase Bank refused to pay. The Complaint alleges that Defendants falsely, erroneously and deceptively, denied Plaintiff any relief with respect to his mortgage loan with the defendants. ( See attached ) Chase Bank responded by lying to the court and denying owing me any monies. ( See attached brief by Chase Bank outside attorneys ) Chase Bank denied owing me the money for the vacant property registration fees and they denied having a responsibility to provide me with any relief with my property DESPITE SIGNING CONSENT AGREEMENTS WITH THE FEDERAL AND STATE GOVERNMENTS STATING THAT THEY WOULD PROVIDE HOMEOWNERS LIKE MYSELF RELIEF! INSTEAD, CHASE BANK CHOSE TO INTENTIONALLY, WILLFULLY & KNOWINGLY LIE IN A SUPERIOR COURT OF NEW JERSEY. \n\nFurthermore, there is no right to a loan modification under New Jersey Law and a servicer can not be compelled to accept a short sale. The crux of Plaintiffs Complaint appears to be loss mitigation. It is well accepted that \" there is no right to a loan modification under New Jersey law. '' Plaintiff also claims that Chase should be required to reimburse him for fees he paid to the City of XXXX for Vacant Property Registration and expenses paid to have the Property secured and debris removed. See Complaint, Prayer for Relief 6-7. However, Plaintiff entirely fails to present a cognizant basis as to why Chase should be responsible for these fees. \n\nFurthermore, there is no right to a loan modification under New Jersey Law and a servicer can not be compelled to accept a short sale. The crux of Plaintiffs Complaint appears to be loss mitigation. It is well-accepted that \" there is no right to a loan modification under New Jersey law. '' The Banks Unfair, Deceptive, and Unlawful Loan Modification and Loss Mitigation Processes Under the States consumer protection laws, Chase Bank is prohibited from engaging in unfair or deceptive practices with respect to consumers. \nPursuant to HUD regulations and FHA guidance, FHA-approved mortgage lenders and their servicers are required to engage in loss-mitigation efforts to avoid the foreclosure of HUD-insured mortgages. E.g., 24 C.F.R. 203.500 et seq. ; Mortgagee Letter 2008-07 ( Treble Damages for Failure to Engage in Loss Mitigation ) ( XXXX XXXX, XXXX ) ; Mortgagee Letter 1996-25 ( Existing Alternatives to Foreclosure -- Loss Mitigation ) ( XX/XX/XXXX ). Thus, when acting as a servicer, Chase Bank was required to refrain from foreclosing on any FHA insured mortgage where a default could be addressed by modifying the terms of the mortgage or other less-costly alternatives to foreclosure were available. \n\nUnder the Treasurys various rescue and stimulus programs, Chase Bank received monetary incentives from the Federal government in exchange for the commitment to make efforts to modify defaulting borrowers residential mortgages. See, e.g., Making Home Affordable Handbook v.1.0, ch. 13 ( Incentive Compensation ) ( XXXX XXXX, XXXX ). Under the programs, Chase Bank agreed to fulfill requirements set forth in program guidelines and servicer participation agreements. \n\nChase Bank regularly conducts or manages loan modifications on behalf of the entities that hold the loans and mortgages and that hired the Banks as servicers. In the course of their servicing and oversight of mortgage loans, Chase Bank violated federal laws, program requirements and contractual requirements governing loss mitigation. \n\n\nChase Bank attorneys statements in the briefs to the Superior Court of New Jersey Plaintiff also  claims that Chase should be required to reimburse him for fees he paid to the City of XXXX for Vacant Property Registration and expenses paid to have the Property secured and debris removed. See Complaint, Prayer for Relief 6-7. However, Plaintiff entirely fails to present a cognizant basis as to why Chase should be responsible for these fees. \n\nIn no event shall JPMC or XXXX request or require any borrower to execute a waiver of any claims against JPMC or XXXX ( including any agent of JPMC or XXXX ) in connection with any payment or Foreclosure Prevention assistance provided pursuant to paragraphs 3 or 4 of this Order. However, nothing herein shall operate to bar JPMC or XXXX from asserting in the future in any separate litigation, or as part of a settlement related to JPMCs or XXXX XXXX foreclosure and servicing practices, any right that may exist under applicable law to offset the amounts received by a borrower through the distribution process set forth above. Nothing herein shall operate to amend or modify in any respect any preexisting settlement between JPMC, XXXX, or an affiliate of either and a borrower in the In-Scope Borrower Population. By Order of the Board of Governors. \n\nLoss Mitigation Requirements. \n\nSERVICER SHALL BE REQUIRED TO NOTIFY POTENTIALLY ELIGIBLE BORROWERS OF CURRENTLY AVAILABLE LOSS MITIGATION OPTIONS PRIOR TO FORECLOSURE REFERRAL. Upon the timely receipt of a complete loan modification application, Servicer shall evaluate borrowers for all available loan modification options for which they are eligible prior to referring a borrower to foreclosure and shall facilitate the submission and review of loss mitigation applications. The foregoing notwithstanding, Servicer shall have no obligation to solicit borrowers who are in bankruptcy. \n\nServicer shall offer and facilitate loan modifications for borrowers rather than initiate foreclosure when such loan modifications for which they are eligible are net present value ( NPV ) positive and meet other investor, guarantor, insurer and program requirements. \n\nAs indicated in paragraph I.A.18, Servicer shall send a statement to the borrower outlining loss mitigation efforts undertaken with respect to the borrower prior to foreclosure referral. If no loss mitigation efforts were offered or undertaken, Servicer shall state whether it contacted or attempted to contact the borrower and, if applicable, why the borrower was ineligible for a loan modification or other loss mitigation options. \n\nServicer shall ensure timely and accurate communication of or access to relevant loss mitigation status and changes in status to its foreclosure attorneys, bankruptcy attorneys and foreclosure trustees and, where applicable, to court-mandated mediators. \n\nSingle Point of Contact 4. The SPOC SHALL, at a minimum, provide the following services to borrowers : a. Contact borrower and introduce himself/herself as the borrowers SPOC ; b. Explain programs for which the borrower is eligible ; c. Explain the requirements of the programs for which the borrower is eligible ; d. Explain program documentation requirements ; e. Provide basic information about the status of borrowers account, including pending loan modification applications, other loss mitigation alternatives, and foreclosure activity ; f. Notify borrower of missing documents and provide an address or electronic means for submission of documents by borrower in order to complete the loan modification application ; g. Communicate Servicers decision regarding loan modification applications and other loss mitigation alternatives to borrower in writing ; h. Assist the borrower in pursuing alternative non-foreclosure options upon denial of a loan modification ; i. If a loan modification is approved, call borrower to explain the program ; j. Provide information regarding credit counseling where necessary ; k. Help to clear for borrower any internal processing requirements ; and l. Have access to individuals with the ability to stop foreclosure proceedings when necessary to comply with the MHA Program or this Agreement. \nThe SPOC shall remain assigned to borrowers account and available to borrower until such time as Servicer determines in good faith that all loss mitigation options have been exhausted, borrowers account becomes current or, in the case of a borrower in bankruptcy, the borrower has exhausted all loss mitigation options for which the borrower is potentially eligible and has applied. \n\nServicer shall ensure that a SPOC can refer and transfer a borrower to an appropriate supervisor upon request of the borrower. \nServicer shall ensure that relevant records relating to borrowers account are promptly available to the borrowers SPOC, so that the SPOC can timely, adequately and accurately inform the borrower of the current status of loss mitigation, loan modification, and foreclosure activities. \nServicer shall designate one or more management level employees to be the primary contact for the Attorneys General, state financial regulators, the Executive Office of U.S. Trustee, each regional office of the U.S. Trustee, and federal regulators for communication regarding complaints and inquiries from individual borrowers who are in default and/or have applied for loan modifications. Servicer shall provide a written acknowledgment to all such inquiries within 10 business days. Servicer shall provide a substantive written response to all such inquiries within 30 days. Servicer shall provide relevant loan information to borrower and to Attorneys General, state financial regulators, federal regulators, the Executive Office of the U.S. Trustee, and each U.S. Trustee upon written request and if properly authorized. A written complaint filed by a borrower and forwarded by a state attorney general or financial regulatory agency to Servicer shall be deemed to have proper authorization. \nServicer shall establish and make available to Chapter XXXX trustees a toll-free number staffed by persons trained in bankruptcy to respond to inquiries from Chapter XXXX trustees. \nServicer shall consider partnering with third parties, including national chain retailers, and shall consider the use of select bank branches affiliated with Servicer, to set up programs to allow borrowers to copy, fax, scan, transmit by overnight delivery, or mail or email documents to Servicer free of charge. \n\nDevelopment of Loan Portals. \n\n1. Servicer shall develop or contract with a third-party vendor to develop an online portal linked to Servicers primary servicing system where borrowers can check, at no cost, the status of their first lien loan modifications. \n2. Servicer shall design portals that may, among other things : a. Enable borrowers to submit documents electronically ; b. Provide an electronic receipt for any documents submitted ; Provide information and eligibility factors for proprietary loan modification and other loss mitigation programs ; and c. Permit Servicer to communicate with borrowers to satisfy any written communications required to be provided by Servicer, if borrowers submit documents electronically. \n3. Servicer shall participate in the development and implementation of a neutral, nationwide loan portal system linked to Servicers primary servicing system, such as Hope LoanPort to enhance communications with housing counselors, including using the technology used for the Borrower Portal, and containing similar features to the Borrower Portal. \n4. Servicer shall update the status of each pending loan modification on these portals at least every 10 business days and ensure that each portal is updated on such a schedule as to maintain consistency. \n\nLoan Modification Timelines. \n\n1. Servicer shall provide written acknowledgement of the receipt of documentation submitted by the borrower in connection with a first lien loan modification application within 3 business days. In its initial acknowledgment, Servicer shall briefly describe the loan modification process and identify deadlines and expiration dates for submitted documents. \n2. Servicer shall notify borrower of any known deficiency in borrowers initial submission of information, no later than 5 business days after receipt, including any missing information or documentation required for the loan modification to be considered complete. \n3. Subject to section IV.B, Servicer shall afford borrower 30 days from the date of Servicers notification of any missing information or documentation to supplement borrowers submission of information prior to making a determination on whether or not to grant an initial loan modification. \n4. Servicer shall review the complete first lien loan modification application submitted by borrower and shall determine the disposition of borrowers trial or preliminary loan modification request no later than 30 days after receipt of the complete loan modification application, absent compelling circumstances beyond Servicers control. \n5. Servicer shall implement processes to ensure that second lien loan modification requests are evaluated on a timely basis. When a borrower qualifies for a second lien loan modification after a first lien loan modification in accordance with Section 2.c.i of the General Framework for Consumer Relief Provisions, the Servicer of the second lien loan shall ( absent compelling circumstances beyond Servicers control ) send loan modification documents to borrower no later than 45 days after the Servicer receives official notification of the successful completion of the related first lien loan modification and the essential terms. \n6. For all proprietary first lien loan modification programs, Servicer shall allow properly borrower financials to be used for 90 days from the date the documents are received, unless Servicer learns that there has been a material change in circumstances or unless investor requirements mandate a shorter time frame. \n\nIndependent Evaluation of First Lien Loan Modification Denials. \n\nExcept when evaluated as provided in paragraphs IV.B.8 or IV.B.9, Servicers initial denial of an eligible borrowers request for first lien loan modification following the submission of a complete loan modification application shall be subject to an independent evaluation. Such evaluation shall be performed by an independent entity or a different employee who has not been involved with the particular loan modification. \n\nServicer shall not, in the ordinary course, require a borrower to waive or release claims and defenses as a condition of approval for a loan modification program or other loss mitigation relief. However, nothing herein shall preclude Servicer from requiring a waiver or release of claims and defenses with respect to a loan modification offered in connection with the resolution of a contested claim, when the borrower would not otherwise be qualified for the loan modification under existing Servicer programs. \n\nShort Sales 1. Servicer shall make publicly available information on general requirements for the short sale process. \n2. Servicer shall consider appropriate monetary incentives to underwater borrowers to facilitate short sale options. \n3. Servicer shall develop a cooperative short sale process, which allows the borrower the opportunity to engage with Servicer to pursue a short sale evaluation prior to putting home on the market. \n4. Servicer shall send written confirmation of the borrowers first request for a short sale to the borrower or his or her agent within 10 business days of receipt of the request and proper written authorization from the borrower allowing Servicer to communicate with the borrowers agent. The confirmation shall include basic information about the short sale process and Servicers requirements, and will state clearly and conspicuously that the Servicer may demand a deficiency payment if such deficiency claim is permitted by applicable law. \n\n5. Servicer shall send borrower at borrowers address of record or to borrowers agent timely written notice of any missing required documents for consideration of short sale within 30 days of receiving borrowers request for a short sale. \n6. Servicer shall review the short sale request submitted by borrower and communicate the disposition of borrowers request no later than 30 days after receipt of all required information and third-party consents. \n7. If the short sale request is accepted, Servicer shall contemporaneously notify the borrower whether Servicer or investor will demand a deficiency payment or related cash contribution and the approximate amount of that deficiency, if such deficiency obligation is permitted by applicable law. If the short sale request is denied, Servicer shall provide reasons for the denial in the written notice. If Servicer waives a deficiency claim, it shall not sell or transfer such claim to a third-party debt collector or debt buyer for collection. \n\nServicer shall develop and implement policies and procedures to ensure that REO properties do not become blighted. \n\nE. Potential Violations and Right to Cure 1. A Potential Violation of this Consent Judgment occurs if the Servicer has exceeded the Threshold Error Rate set for a Metric in a given Quarter. In the event of a Potential Violation, Servicer shall meet and confer with the Monitoring Committee within 15 days of the Quarterly Report or Monitor Report indicating such Potential Violation. \n2. Servicer shall have a right to cure any Potential Violation. \n3. Subject to Section E.4, a Potential Violation is cured if ( a ) a corrective action plan approved by the Monitor ( the Corrective Action Plan ) is determined by the Monitor to have been satisfactorily completed in accordance with the terms thereof ; and ( b ) a Quarterly Report covering the Cure Period reflects that the Threshold Error Rate has not been exceeded with respect to the same Metric and the Monitor confirms the accuracy of said report using his or her ordinary testing procedures. The Cure Period shall be the first full quarter after completion of the Corrective Action Plan or, if the completion of the Corrective Action Plan occurs within the first month of a Quarter and if the Monitor determines that there is sufficient time remaining, the period between completion of the Corrective Action Plan and the end of that Quarter. \n4. If after Servicer cures a Potential Violation pursuant to the previous section, another violation occurs with respect to the same Metric, then the second Potential Violation shall immediately constitute an uncured violation for purposes of Section J.3, provided, however, that such second Potential Violation occurs in either the Cure Period or the quarter immediately following the Cure Period. \n\n5. In addition to the Servicers obligation to cure a Potential Violation through the Corrective Action Plan, Servicer must remediate any material harm to particular borrowers identified through work conducted under the Work Plan. In the event that a Servicer has a Potential Violation that so far exceeds the Threshold Error Rate for a metric that the Monitor concludes that the error is widespread, Servicer shall, under the supervision of the Monitor, identify other borrowers who may have been harmed by such noncompliance and remediate all such harms to the extent that the harm has not been otherwise remediated. \n\nIn conclusion, Chase Bank and or Chase Home Finance has breached their contract with me, violated the terms of their various signed consent decrees with the United States and state governments and intentionally drove me into foreclosure and bankruptcy because it was more lucrative for me to fail than to provide me with any relief. \n\nJP Morgan Chase Bank sent me THREE SEPARATE letters admitting that they owe me the money for the vacant property registration and refuse to reimburse me for the back taxes, clean up & multiple court appearances. Thereafter, they hired outside attorneys to lie for them in the Superior Court of New Jersey and state that they do not owe me any money for vacant property fees and they do not have to reimburse me for any of my cost and expense. JP Morgan Chase Bank auctions are criminal! \n\nI believe I have provided overwhelming documents that proves ; Chase Bank received ALL of my requested documents and they intentionally lied and ignored my repeated request for assistance because they knew they were going to be compensated by servicing the loan AND receiving credits from the federal government. \n\nI am requesting full reimbursement and to be made whole for the following reason : 1. Full reimbursement for vacant property fees 2. Full reimbursement for paid taxes/back taxes 3. Full reimbursement for court appearances and parking 4. Pain & Suffering 5 Intentional infliction of emotional distress 6. Negligent infliction of emotional distress 7. Committing malice in their wrongful conduct 8. Breach of Contract 9. Lost of Property","date_sent_to_company":"2019-03-16T16:29:15.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"07103","tags":null,"has_narrative":true,"complaint_id":"3181801","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-03-16T15:08:47.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Pain</em> & Suffering 5 Intentional infliction of emotional distress 6. Negligent infliction of emotional distress 7. Committing malice in their wrongful conduct 8. Breach of Contract 9. Lost of Property"]},"sort":[3.2399464,"3181801"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":14,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":14}]}},"product":{"doc_count":14,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":3},{"key":"Other banking product or service","doc_count":1},{"key":"Savings account","doc_count":1}]}},{"key":"Mortgage","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":1},{"key":"FHA mortgage","doc_count":1},{"key":"Home equity loan or line of credit (HELOC)","doc_count":1},{"key":"Other type of mortgage","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2},{"key":"Government benefit card","doc_count":1}]}},{"key":"Credit card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2}]}}]}},"issue":{"doc_count":14,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closing your account","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company closed your account","doc_count":3}]}},{"key":"Closing an account","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company closed your account","doc_count":1},{"key":"Funds not received from closed account","doc_count":1}]}},{"key":"Managing an account","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits and withdrawals","doc_count":2}]}},{"key":"Trouble during payment process","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Payment process","doc_count":1}]}},{"key":"Closing on a mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Fees or interest","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with fees","doc_count":1}]}},{"key":"Problem with a lender or other company charging your account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Transaction was not authorized","doc_count":1}]}},{"key":"Struggling to pay mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Trouble using the card","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem using the card to withdraw money from an ATM","doc_count":1}]}}]}},"timely":{"doc_count":14,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":13},{"key":"No","doc_count":1}]}},"company_response":{"doc_count":14,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":12},{"key":"Closed with monetary relief","doc_count":2}]}},"submitted_via":{"doc_count":14,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":14}]}},"company":{"doc_count":14,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"JPMORGAN CHASE & CO.","doc_count":2},{"key":"ARVEST BANK GROUP, INC.","doc_count":1},{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":1},{"key":"BMO BANK NATIONAL ASSOCIATION","doc_count":1},{"key":"CAPITAL ONE FINANCIAL CORPORATION","doc_count":1},{"key":"Comerica","doc_count":1},{"key":"NAVY FEDERAL CREDIT UNION","doc_count":1},{"key":"OPTUM BANK, INC.","doc_count":1},{"key":"REGIONS FINANCIAL CORPORATION","doc_count":1},{"key":"Rocket Mortgage, LLC","doc_count":1},{"key":"SYNCHRONY FINANCIAL","doc_count":1},{"key":"Shellpoint Partners, LLC","doc_count":1},{"key":"WELLS FARGO & COMPANY","doc_count":1}]}},"state":{"doc_count":14,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"NJ","doc_count":3},{"key":"NC","doc_count":2},{"key":"TX","doc_count":2},{"key":"AR","doc_count":1},{"key":"CA","doc_count":1},{"key":"MI","doc_count":1},{"key":"NH","doc_count":1},{"key":"NV","doc_count":1},{"key":"VA","doc_count":1},{"key":"WA","doc_count":1}]}},"company_public_response":{"doc_count":14,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":5},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":2}]}},"tags":{"doc_count":14,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Servicemember","doc_count":3},{"key":"Older American","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}