{"took":132,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":16,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3237378","_score":16.714409,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My complaint is harassment  and penalizing  treatment by Midland Mortgage aka Midfirst Mortgage aka Midland Bank, incorrect information reported to credit reporting agencies, misuse of escrow funds, over charges of escrows, forced insurance purchase, not abiding by established mortgage terms after purchase of loan from XXXX XXXX. \n\nXXXX XXXX XXXX Midland Mortgage purchased my mortgage from XXXX XXXX. Hurricaine Florence hit XXXX XXXX my area was declared a disaster area by FEMA and the President. I requested a deferment from XXXX, and was granted a via letter dated XXXXforbearance thru XX/XX/XXXX w/ my loan being current the next payment due XX/XX/XXXX for a total of 3 payments. Immediately upon being notified of the new mortgage servicer Midland I contacted them early XX/XX/XXXX and sent copy of the granted forbearance. From that point I have received countless letters stating I was delinquent despite the approved deferment/forebearance. They sent me a letter on or about XX/XX/XXXX my wind and hail ( extra insurance NOT REQUIRED by XXXX ) was expired. That Midland purchased w/my escrows Wind and Hail from their Ins. Co., ( Force Purchase, Midland a party to a past class action suit force purchasing Ins. for homeowners ) I on XXXX XXXX XXXX provided proof of Wind and Hail I purchased good thru XX/XX/XXXX and was paying for in good standing. This forcing Midland to cancel their Forced Purchase. Midland at that point Took funds from my Escrow Acct. and purchased Wind and Hail again at full price of {$1700.00} ( I was already paying for causing Duplicating payments ) ) causing my Escrows to go in arrears. They also are demanding xtra escrow above the needed balance to pay the bills. My monthly escrow payment went from {$240.00} to {$650.00}. \nMidland Mortgage pressured me to apply for a Loan Modification and sent applicable plan which increased my Mortgage Interest rate to more than 5.4 % from a 3.8 % I currently had. This would have given Midland more than {$100000.00} over the life of the loan. I refused the modification and informed Midland I would pay up what I owe n my own. I spoke w a male supervisor who threatened me if I did not accept the Modification plan that they would report to the credit reporting agencies late payments. I rebuffed and stated the previous forbearance d/t disasters should not report the forbearance as late or delinquent. I subsequently expressed Midland was unfair, harrassing  and deceptive in not explain consequences of a forbearance in my initial notification to them. I paid all owed mortgage payments w/I 3 months. and am current in my mortgage since. Midland reported to the credit agencies 90, 60 and 60 days late payment even though I pain all owed. All conversations and calls to them  have been recorded by them. I had an attorney sent a letter w/no resolution.","date_sent_to_company":"2019-05-17T13:12:14.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"285XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3237378","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"MIDFIRST BANK","date_received":"2019-05-09T19:06:37.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I paid all owed <em>mortgage</em> payments w/I 3 months. and am current in my <em>mortgage</em> since. Midland reported to the credit agencies 90, 60 and 60 days late payment even though I <em>pain</em> all owed. All conversations and calls to them  have been recorded by them. I had an attorney sent a letter w/no resolution."]},"sort":[16.714409,"3237378"]},{"_index":"complaint-public-v1","_id":"3237510","_score":16.056644,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My complaint is harassment and penalizing treatment by XXXX XXXX aka XXXX XXXX aka XXXX XXXX, incorrect information reported to credit reporting agencies, misuse of escrow funds, over charges of escrows, forced insurance purchase, not abiding by established mortgage terms after purchase of loan from XXXX XXXX. \n\nXXXX XXXX XXXX XXXX XXXX purchased my mortgage from XXXX XXXX. Hurricaine Florence hit XXXX XXXX my area was declared a disaster area by FEMA and the President. I  requested a deferment from XXXX, and was granted a via letter datedXX/XX/XXXXforbearance thru XX/XX/XXXX w/ my loan being current the next payment due XX/XX/XXXX for a total of 3 payments. Immediately upon being notified of the new mortgage servicer XXXX I contacted them early XX/XX/XXXX and sent copy of the granted forbearance. From that point I have received countless letters stating I was delinquent despite the approved deferment/forebearance. They sent me a letter on or about XX/XX/XXXX my wind and hail ( extra insurance NOT REQUIRED by XXXX ) was expired. That XXXX purchased w/my escrows Wind and Hail from their Ins. Co., ( Force Purchase,  XXXX a party to a past class action suit force purchasing Ins. for homeowners ) I on XXXX XXXX XXXX provided proof of Wind and Hail I purchased good thru XX/XX/XXXX and was paying for in good standing. This forcing XXXX to cancel their Forced Purchase. XXXX at that point Took funds from my Escrow Acct. and purchased Wind and Hail again at full price of {$1700.00} ( I was already paying for causing Duplicating payments ) ) causing my Escrows to go in arrears. They also are demanding xtra escrow above the needed balance to pay the bills. My monthly escrow payment went from {$240.00} to {$650.00}. \nXXXX XXXX pressured me to apply for a Loan Modification and sent applicable plan which increased my Mortgage Interest rate to more than 5.4 % from a 3.8 % I currently had. This would have given XXXX more than {$100000.00} over the life of the loan. I refused the modification and informed XXXX I would pay up what I owe n my own. I spoke w a male supervisor who threatened me if I did not accept the Modification plan that they would report to the credit reporting agencies late payments. I rebuffed and stated the previous forbearance d/t disasters should not report the forbearance as late or delinquent. I subsequently expressed XXXX was unfair, harrassing and deceptive in not explain consequences of a forbearance in my initial notification to them. I paid all owed mortgage payments w/I 3 months. and am current in my mortgage since. XXXX reported to the credit agencies 90, 60 and 60 days late payment even though I pain all owed. All conversations and calls to them have been recorded by them. I had an attorney sent a letter w/no resolution.","date_sent_to_company":"2019-05-09T20:09:28.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"285XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3237510","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-05-09T20:09:23.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I paid all owed <em>mortgage</em> payments w/I 3 months. and am current in my <em>mortgage</em> since. XXXX reported to the credit agencies 90, 60 and 60 days late payment even though I <em>pain</em> all owed. All conversations and calls to them have been recorded by them. I had an attorney sent a letter w/no resolution."]},"sort":[16.056644,"3237510"]},{"_index":"complaint-public-v1","_id":"11062396","_score":14.509303,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/year> To : Shellpoint Mortgaging Service This Complaint is to Report Fraudulent Fees {$6300.00} Indiscriminately Added to my XX/XX/year> Mortgage Statement, and to request they be removed immediately. \n\nThis is also to report Underhanded, Misleading Behavior and Actions on the part of Shellpoint Mortgage Loan Servicing Employees, ie Customer service and loss mitigation personnel, et al over the last 2.5 months. \n\nRE : Shellpoint/ NewRez On XXXX, XXXX, XXXX  my mortgage account was reinstated with Shellpoint XXXX \n\nDays before the reinstatement my seasoned NY attorney asked Shellpoint attorneys for the full amount of all charges and fees for Shellpoint, Forward and Back. They emailed her back the Final amount, which she emailed to me.\n\nAt that point, my attorney also requested the reinstatement payment date be pushed back a couple days. She knew I was about to receive a {$20000.00} XXXX  towards reinstatement fees. From a Government agency that was helping me due to my illness.\n\nShe informed Shellpoint attorneys I had written confirmation from the XXXX, which confirmed XXXX  would be dispersed in the next seven days. \n\nBut Shellpoint attorneys refused to give the small extension to receive the XXXX that was to be mailed directly to them. \n\nThey said the reinstatement payment must be received and all completed by XX/XX/XXXX. \n\nI paid the final reinstatement amount by the due date they gave us. \n\n* Shellpoints refusal to allow a couple days more for payment caused me to lose enormous financial assistance. That would have made a BIG DIFFERENCE going forward, for ease in mortgage payments. XXXX I wouldnt be asking for lower monthly payments now!!! \n\n\n\n\n\nXXXX XXXX XXXX XXXXXX/XX/year>, I contacted Shellpoint to let them know I have my own insurance policy, and would be sending it to them in the next two days, which I did. \n\nThe associate I spoke with XXXX pulled up my account and said I see you owe fees of {$6300.00} on your account. \n\nI said thats not possible. What are those fees for? \n\nHe said he didnt know, but most likely for foreclosure and reinstatement fees I said NO WAY!!! \n\nI knew immediately this was wrong and they were being deceitful. \n\nI contacted my attorney. \n\nI told her Shellpoint was trying to charge me more for the reinstatement and/or foreclosure fees. \n\nShe said Thats Unbelievable. I asked them for All Charges! \n\n*See attorney email response enclosed. \n\nXXXXThis is Unacceptable and Deceptive. They need to remove those fees immediately. \n\nXXXX XXXX and XXXX mortgage statements enclosed here. \n\nXXXXFURTHER MORE : On XX/XX/year> I applied for a loan modification/lower monthly payments with a Shellpoint associate over the phone. He said I will hear back in XXXX to 7 days. \n\nOn XX/XX/year> I called Shellpoint and got my XXXX, ( Single point of contact ) and I inquired about the XX/XX/XXXX loan modification application status. \n\nHe said he wasnt aware of any XX/XX/year> loan application call & no record of it. \n\nHe then told me that he/Shellpoint had put me in forbearance without my permission?!!\n\nHe said because I was in default they put me on forbearance right away.\n\nI said I dont understand why you would do this this?\n\nI simply asked for a loan modification, not a Forbearance. \n\nAnd Its only XX/XX/XXXX. \n\nIm not default.\n\nI still have time to make a timely payment before the grace period ends.\n\nI asked about the loan modification again.\n\nHe told me I needed to be in default for three months before I could apply for a loan modification, and also emailed this as a reminder to me. \n\nSomething didnt seem right to me, so I took a moment to try and understand. \n\nWithin an hour, on the same day, XX/XX/year>, I call Shellpoint again and got an associate named XXXX XXXX. \n\nI told him I was put on forbearance without my permission and I want to be taken off. He said I think its too late. I said what do you mean its too late? I never gave permission for this. \n\nHe said he would speak to an associate to see what they could do, but thinks its too late to cancel the forbearance. \n\nHe put me on hold, and came back-and-forth several times telling me he needed more time to look into this. \n\nAfter 40 minutes of me holding, he hung up on me! The automated message that came on said Please try your call again another time Horrible!!\n\nI was unable to call back then. But I emailed Shellpoint loss mitigation about the forbearance matter immediately after.\n\nAs Im dealing with a debilitating illness that causes massive fatigue, pain and brain fog, This is very stressful and a lot to process in the middle of all of that.\n\nMy XXXX  continued to tell me and email me I needed to wait three months before applying for a loan modification. \n\nI ended up agreeing to the forbearance only out of exhaustion and confusion. \n\nAfter that, the same XXXX  that put me into forbearance without my permission, had the audacity to tell me that I could not apply for a loan modification if I was in forbearance!!! \n\nSo it appears this was a scheme for him/them to put me in forbearance to slow down my ability to get a loan modification. \n\nThis is deceptive practices. \n\nHe also told me that my XXXX XXXX  loan does not allow loan modifications before three months of default. \n\nI called XXXX XXXX and spoke to an executive there and she said thats incorrect what the XXXX said. \n\nShe said I could apply for a loan modification at any point if there is Imminent Default. Which is exactly why I was applying. \n\nI told her they had put me in a forbearance. \n\nShe said you can still apply for modification after the second half of your forbearance, in this case towards the end of XXXXbeginning of XXXX. \n\nIn complete contrast to what my XXXX was telling me. \n\nShe also said, The amount accumulated during the forbearance can be rolled into the modification amount. \n\n( I also emailed all the above to the loss mitigation department of Shellpoint on XX/XX/year> ) XX/XX/year> : Shellpoint has now confirmed by letter that on XX/XX/year> they received my loan modification application and they dont need any further documents from me. \n\nXXXX 2024 : I called both customer service and loss mitigation at Shellpoint XXXX confirm the confirmation letter, and when I would hear about my request for loan modification/ lower monthly payments. \n\nThe supervisor I spoke XXXX, tried to tell me it wasnt a loan modification I was requesting, it was a \" Loan Refinancing, and I needed to go elsewhere for that. \n\nI said That is ABSOLUTELY NOT what Im asking for!! \n\nI read to her the language directly from the new Rez/Shellpoint website my attorney sent me about their loan modification, Shellpoint Loan Modification : Usually your missed mortgage payments, get added to your total principal balance and become due at the maturity date of the loan. It is common for loan modifications to offer reductions in interest rates, extended maturity dates, and sometimes they lower the monthly mortgage payments. \n\nThis, right there in the language of their website! \n\nHere again a Shellpoint associate/supervisor, giving more misleading and wrongful information! \n\nWHY? To drag me through the mud and throw me off with my modification request every way they could? \n\nThis is Harassment, As Well as Financial Exploitation. \n\nNOTE : *All phone calls I refer to above were recorded, dated and saved by me, Ive also emailed, sent certified letters, faxes, and in writing to specific departments for dispute and loan modification. Everything is documented. Supporting documents are enclosed or will be forwarded if needed. \n\n*Reminder to Shellpoint/New Rez : They need to remember they are privileged to be able to make money from our asset. This is my asset not yours, I hope to see you make the amends I have requested here. \n\nThank you.","date_sent_to_company":"2024-12-06T03:08:10.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"10014","tags":null,"has_narrative":true,"complaint_id":"11062396","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2024-12-06T01:56:48.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["But I emailed Shellpoint loss mitigation <em>about</em> the forbearance matter immediately after.\n\nAs Im dealing with a debilitating illness that causes massive fatigue, <em>pain</em> and brain fog, This is very stressful and a lot to process in the middle of all of that.\n\nMy XXXX  continued to tell me and email me I needed to wait three months before <em>applying</em> for a loan modification. \n\nI ended up agreeing to the forbearance only out of exhaustion and confusion."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[14.509303,"11062396"]},{"_index":"complaint-public-v1","_id":"5260773","_score":14.050084,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I had my information compromised as part of a data bridge & due to my personal information be leak it resulted in someone trying to apply for a mortgage in my name & 3 inquiries resulted from this fraudulent activity. I sent in the paper I received in the via certified mail to all 3 credit bureaus. XXXX & XXXX delete right away because the had the proof in front of them. Equifax refused to delete the inquiries. Imagine a company like Equifax that has put us all in harms way when they had there data bridge & know the harm it can bring to one REFUSE to delete. They ask me for a police report when the have a letter direct from the insurance company. \n\nSecondly Equifax is one of the most difficult Of all 3 credit bureaus. They think they can create their own rules & not follow the ones already in place. I have a collection reporting to Equifax that I have disputed over 4 times by certified mail. The account is reporting as an Individual account but when I did my own investigation its a jointly own account. The reason I did my own investigation is because I had no knowledge of how the account came about & gave no authorization to anyone to add me to such account. Also the reporting date was changed by the company to prolong the account for their own personal gain. I sent in the dispute letter to show how much a collection agency can lie & deceive even the credit bureaus. I pin point every inaccuracies that the reporting agency is reporting & once again Equifax realize that the benefit more with a incorrect account that doesnt belong to me on my credit report than it being off. Its all a money making scheme for the credit bureau with the main one being Equifax. The will sell your information to the highest bidder & turn around & act like there was no fraud committed against you. Equifax is such a pain that I have written a letter to Congress recently because Each dispute I ask for the results from there investigation in writing & I have never received such report ever!!! The reason why I request this report is because I know they are not investigating anything. Imagine the biggest fraudsters are the credit Bureaus & they are in charge of our credit. I had to explain to Congress I want them investigated & someone needs to shut them down & hire more honest people to do the job.","date_sent_to_company":"2022-02-25T06:05:48.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"32818","tags":null,"has_narrative":true,"complaint_id":"5260773","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2022-02-25T05:21:54.000Z","state":"FL","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I had my information compromised as part of a data bridge & due to my personal information be leak it resulted in someone trying to <em>apply</em> for a <em>mortgage</em> in my name & 3 inquiries resulted from this fraudulent activity. I sent in the paper I received in the via certified mail to all 3 credit bureaus. XXXX & XXXX delete right away because the had the proof in front of them. Equifax refused to delete the inquiries."]},"sort":[14.050084,"5260773"]},{"_index":"complaint-public-v1","_id":"4987142","_score":12.387769,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/2021 My name is XXXX XXXX and I live at XXXX XXXX XXXX XXXX, OH XXXX. I feel I have been discriminated against, misled and retaliation has been taken because of a complaint I filed. I was not given Covid assistance when I requested it from my lender, my credit report has incorrect damaging information and my health has drastically been affected by the treatment I have received. I was unable to get help and my situation worsened in the process from acts done by Shellpoint Newrez. \n\nI have been on XXXX for years now due to XXXX XXXX, XXXX XXXX and XXXX. I explained the situation to numerous people and begged for help that was offered to all. I still have not received any help and I have no hope of this situation being resolved. After all my efforts I now have lost a credit card ( due to incorrect information from Shellpoint/Newrez ). My credit score has gone down over 100 points due to their information inaccurately being reported to credit bureaus. I had worked for years to have a good credit score, my score was XXXX until Shellpoint reported incorrect information to the credit bureau. All I have asked is what the government offered to everyone and I have not received any help or assistance with this matter. I have been ignored, given inaccurate information and been treated rudely during this whole process. \n\nI ask that someone help me with this inequality in the system. I have listed dates and information below. I was given multiple people as my loss mitigation specialist, I was tossed around and not given respect or help. I also attached emails and letters NewRez sent regarding my complaint against them. My credit score took over a 100 point loss after this due to NewRez reporting incorrect information, In XXXX I got approval through XXXX XXXX XXXX for 6 months house payments, the information was sent to NewRez and it is now XXXX, my house payment was taken out and no response regarding XXXX XXXX XXXX from NewRez. \n\nI also found my credit report was hurt by NewRez incorrectly reporting a partial payment in XXXX, which is incorrect. This brought my credit score down over 130 points and my XXXX credit card was revoked. This information I found out this first week of XXXX. \n\nBelow I have pasted several things I have found that lead me to believe I would be able to get help with no problem. I don't understand why this has turned into such a life altering situation.None of what is stated below was made available to me. \n\nI am hoping my mortgage will get the modification it was entitled to in XX/XX/2021, adjusting my mortgage balance to reflect the monies that would have gone to principal had I received the modification. I want my credit report fixed- this should be done regardless. I want Shellpoint to mail a letter to me and XXXX explaining their error and following through till it is corrected. I don't think this is too much to ask since lawyers are offering pain and suffering due to mortgages and banks not living up to their responsibilities. My XXXX, XXXX and XXXX are through the roof. I have not been able to deal with these multiple issues because I am unable to concentrate when all of these factors are present and it has taken me this long to reach out to someone to make them accountable. \n\nThank you for your time and consideration with this matter. Should you have any questions I can be reached at XXXX. Please leave a message as I am receiving scam calls since I reached out to request help. \n\n\nSincerely, XXXX XXXX XX/XX/2021 I called NewRez after seeing the XXXX XXXX XXXX program online and was told it was not offered. \n\nXX/XX/2021 Talked to XXXX XXXX explaining I was struggling and Im with XXXX XXXX and was requesting a loan modification to avoid going into foreclosure. He said since housing values have gone down, having an appraisal to get the loan modification would possibly make my interest rate and payment go up. I told him that would only make matters worse. I have borrowed money, used credit cards to keep up. My son has had XXXX twice, my daughter-in-law has XXXX and has had XXXX twice and I have had my granddaughter and I need assistance. \n\nXX/XX/2021 XXXX I called in to NewRez and was routed to a loss mitigation specialist for financial hardship - XXXX XXXX from customer service transferred me to XXXX XXXX who only looks at delinquent loans and mine is current. A hardship form will be mailed out. \n\nXX/XX/2021 Assigned XXXX XXXX as point of contact. \n\n\nXX/XX/2021 Point of contact now XXXX XXXX. Spoke with him and he stated it should be no problem to get loan modification lowering my interest rate and keeping the same terms. He would send it up and should get back to me by the end of week. \nI did not hear from him after sending multiple emails : XX/XX/2021 XXXX XXXX. I spoke with XXXX XXXX and sent a paper thru email to fill out and to send proof of income ( XXXX XXXX XXXX ) and payments or bank statements using loan ID XXXX and he would send up for an approval on loan modification. Also had me enclose a hardship letter. I explained I was paying over 40 % of my income on my mortgage. \n\nXX/XX/2021 Finally reached XXXX at XXXX XXXX. and he said he still hasn't heard anything and he couldn't tell me anything as it was taken out of his hands. I questioned this and he had me hold and came back and said his supervisor took over. It was being processed and that was all he could tell me right now. He would let me know something by the end of the week. \n\nXX/XX/2021 Spoke with XXXX at CFPB at XXXX and explained I had started asking for help in XXXX and I was ignored, given incorrect information. She said option 1 was to file a complaint and 2 I could ask for mortgage assistance elsewhere. \n\nXX/XX/2021 I called in again as I had not heard from XXXX and was told I was offered an extended term of 40 years and I only have 23 years left currently. I was not agreeable to that option after all this time of being told differently. I was told that I could have a 6 month deferral but all of it was due at the end of the 6 months. I explained that if I couldn't pay it now how would I possibly pay it at the end of 6 months. \n\nXX/XX/2021 Sent complaint to Consumer Finance ID # XXXX XX/XX/2021 Contacted XXXX XXXX, spoke with XXXX and he sent a packet to sign. I was unable to print. At this point my XXXX and XXXX were uncontrollable and this went to the wayside. \n\n\nThe CFPB enforces several laws, such as the Truth in Lending Act and the Real Estate Settlement Procedures Act. Examples of common mortgage complaints include : Refinancing or modifying a mortgage loan Misreporting mortgage account status to you or to credit reporting agencies for those homeowners who do not have federally financed mortgages, the CARES Act provides mortgage forbearance by giving those homeowners the right to request and obtain a forbearance for up to 180 days. Additionally, once that 180 days runs out, the Cares Act provides for that homeowner to request and apply for another 180 day extension. The Act provides that no additional fees, penalties, or interest will apply. Furthermore, no additional documentation needs to be submitted other than your basic claim that you are experiencing financial hardship due to COVID-19 and are unable to make your monthly mortgage payment. \n\nA COVID-19 payment deferral allows you to bring your mortgage current by delaying repayment of forbearance amounts without changing other terms of your mortgage. This option may be available if you can not afford a reinstatement or repayment plan. You will not be charged interest on the forbearance amounts, which will be due and payable at the maturity of the mortgage loan or earlier whenever you sell or transfer of the property, refinance the mortgage loan, or pay off the interest-bearing unpaid principal balance. Talk to your mortgage servicer about how escrow payments will be handled for this option. \n\nI was never offered this option and I did send information in to XXXX If you are a homeowner, have your financial information handy and contact your mortgage servicer ( the company listed on your monthly statement ) to request help if youre concerned about your mortgage payments. And, if XXXX XXXX owns your mortgage loan, our XXXX XXXX XXXX ( XXXX ) can help you navigate the mortgage relief process and address other financial challenges. Visit XXXX to learn about our available mortgage assistance and relief options. \n\nFHFA Expands Use of Interest Rate Reduction to Help Borrowers with a COVID-19 Hardship Reduce Their Monthly Mortgage Payment Changes to loan modification terms will help borrowers stay in their homes FOR IMMEDIATE RELEASE XX/XX/2021 Washington, D.C. Today , the Federal Housing Finance Agency ( FHFA ) announced changes to loan modification terms for COVID-19 impacted borrowers with mortgages backed by XXXX XXXX or XXXX XXXX XXXX XXXX  XXXX ) needing payment reduction for successful home retention. The updated terms are specifically for borrowers with permanent COVID-19 hardships and respond to the unprecedented nature of the pandemic. \nFlex Modification terms will be adjusted for COVID-19 hardships making interest rate reduction possible for eligible borrowers, regardless of the borrower 's loan-to-value ratio. Previously, only borrowers with mark-to-market loan-to-value ( MTMLTV ) ratios greater than or equal to 80 percent were eligible for a possible interest rate reduction. MTMLTV is a ratio that compares the balance remaining on the mortgage to the current market value of a home. \nAllowing more families to qualify for an interest rate reduction will prevent unnecessary foreclosures, help strengthen the Enterprises ' books of business, and make sustainable homeownership a reality for more families currently living with the uncertainty of forbearance, '' said Acting Director XXXX XXXX XXXX. \nToday 's action is just the latest step FHFA has taken to benefit homeowners and the mortgage market during the pandemic. FHFA continues to monitor the effect of the COVID-19 servicing policies on borrowers, the XXXX and their counterparties, and the mortgage market. FHFA may extend or sunset its policies based on updated data and health risks. Homeowners and renters can visit consumerfinance.gov/housing for up-to-date information on their relief options, protections, and key deadlines.","date_sent_to_company":"2021-12-08T13:09:58.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"443XX","tags":null,"has_narrative":true,"complaint_id":"4987142","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2021-12-08T13:03:55.000Z","state":"OH","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["Additionally, once that 180 days runs out, the Cares Act provides for that homeowner to request and <em>apply</em> for another 180 day extension. The Act provides that no additional fees, penalties, or interest will <em>apply</em>. Furthermore, no additional documentation needs to be submitted other than your basic claim that you are experiencing financial hardship due to COVID-19 and are unable to make your monthly <em>mortgage</em> payment."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.387769,"4987142"]},{"_index":"complaint-public-v1","_id":"2607690","_score":11.8840475,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/XXXX, XXXX XXXX sold my mortgage loan to Fay Servicing.  I received a letter from Fay Servicing stating that an “Account Manager” would be assigned to my loan to service the loan and that this person would be my contact for any questions or problems I would encounter because they would become familiar with my situation and loan.   At the time that my loan was transferred to Fay Servicing,  I had submitted a complete Modification Package to XXXX that was under review and I was instructed by XXXX not to make any mortgage payments while the modification was being reviewed.  I informed Fay Servicing about this situation and was told that modification paperwork had not been transferred to them with the loan documents.  Fay Servicing then sent me a new Modification Package, which I immediately filled out since I had copies from the paperwork I had submitted to XXXX.  Several weeks passed and I did not hear anything from Fay Servicing regarding the status of the modification so I called the “Account Manager” who had been assigned to service my loan.  I explained my financial situation with him and I was told that I could make payments of XXXX a month.  I was concerned about the repercussions of during this, such as late fees, increased interest, a penalty being assessed on the mortgage, or my loan going into a default status.  I was told that none of these options would apply and there would not be a problem as long as I made the XXXX/month payment.  I asked if the shortage in the mortgage payment amount would be added to the principle amount owing on the loan and I was told that the shortage would be added to the mortgage amount as long as I made the XXXX monthly payment.  No paperwork was given to me to document this.  The following month when the payment of XXXX was due, I called my “Account Manager” to make sure that everything was the same.  After leaving several messages for a week and not receiving a return call, I called the main number for Fay Servicing and was told that my “Account Manager” had been changed.  I did not receive any type of notification about this change.  I called the “2nd Account Manager” and asked about sending the payment of XXXX and I was told that a signed and authorized Forbearance Agreement was required for this type of payment agreement.  When I received the Forbearance Agreement, I immediately signed and returned it.  The “2nd Account Manager” said that there was no modification paperwork in the system, so I was sent a second package, which I again immediately completed and returned.  Again, I was told not to make any payments while the modification was in review.    I did not receive any information regarding the status of the modification, which I assumed was in review, so I called the “2nd Account Manager”, left several messages, did not get a response, so I once again called the main number and was told that my “2nd Account Manager” had been changed and again, I received no notice of this change.  To follow up on the status of the modification review, I called the “3rd Account Manager” and was told that documents that were needed for the modification were missing from the modification package.  I did not receive any type of notification that documents were missing from the package.  The needed documents were sent to me and I immediately signed and returned them.  Again, I was instructed not to make any type of payment while the loan was being reviewed for modification.  I then received a notice saying that nothing more was needed to complete the modification package.  After several weeks, the modification was denied and I received a letter stating that my loan was in default and a foreclosure status was being initiated.  I called my “3rd Account Manager” to discuss why foreclosure was in process and I was told that my loan was being referred to another “Account Manager” that specialized in bankruptcy and foreclosure cases.  This was the 4th change of “Account Managers” and again, I was not informed of any change.  At this point, I was forced to retain the services of an attorney in order to prevent foreclosure as I am XXXX, have no children or family to help me and I would be rendered homeless. My attorney tried several times to reach my “Account Manager” and encountered the same problem I had.  The attorney then took this issue to court before a judge to postpone the foreclosure and advised me to sell the property as soon as possible because the postponement was temporary and my locks could be changed after this temporary delay.  I was extremely afraid of loosing my personal belongings, so I took the first offer that was made to sell my property.  It was sold below market value because of this situation.  Also, I had to place all of my furniture in a consignment store, I could not afford a storage unit to accommodate all of the furniture.  After a short period of time, the “4th Account Manager” returned my loan to the previous manager who had been handling the loan.  This was the 5th change of “Account Managers.”  Due to the fact that my loan had been placed into a foreclosure status in the county records, I could not qualify for a mortgage to purchase something else to live in or rent an apartment.  I was forced to stay with a friend until I had time to find someone to finance a place for me to live.  I am currently living in a mobile home financed by the previous owners.  I have a medical condition that affects my nerves and as a result of the stress, my pain medication had to be increased.  The equity in my home and my furniture was all that I had left for retirement.  I do not have an IRA or any type of insurance policy, only a small pension of XXXX a month, because all was lost when the market fell in XX/XX/XXXX. I am XXXX years old and this situation has caused me mental/physical health issues due to the XXXX and urgency to move quickly.I have documented all transactions pertaining to this loan and my attorney and the judicial system also has a record of everything pertaining to this mortgage loan.  My attorney advised me that Fay Servicing had performed “Mortgage Misrepresentation”.","date_sent_to_company":"2017-08-17T20:09:19.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33928","tags":"Older American","has_narrative":true,"complaint_id":"2607690","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2017-08-17T18:46:43.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was concerned <em>about</em> the repercussions of during this, such as late fees, increased interest, a penalty being assessed on the <em>mortgage</em>, or my loan going into a default status.  I was told that none of these options would <em>apply</em> and there would not be a problem as long as I made the XXXX/month payment."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[11.8840475,"2607690"]},{"_index":"complaint-public-v1","_id":"5605042","_score":11.235697,"_source":{"product":"Mortgage","complaint_what_happened":"I have contacted Liberty as usual the response is they are escalating this matter. In issues I had before the end ( closing ) they did the same thing- they are escalating, I was handled. \n\nElder Abuse and Manipulation that occurred in the Reverse Mortgage application with Liberty Reverse Mortgage In XX/XX/XXXX I finally realized that I had been scammed by a self-professing XXXX woman. Based on this womans lies I had gotten myself in debt renovating my home. For most of my adult life I have lived within my means and gone without to survive. I understand the difference between needs and wants having gone without court ordered child support without a college education and not on welfare raising XXXX children. I was in debt from this event about {$30000.00} and had the potential of losing my home. My dishonest scammer was very very good at the manipulation that occurred. \n\nI might have been able to pay this debt leaving me barely able to squeeze by. I had decided to look in to Reverse Mortgage programs designed for the elderly. I was turning XXXX in a year and felt that my health was only going to deteriorate as I get older. By the time I would have any relief from this debt I would not have the health to do things that I wanted or dreamed to do. My thinking was that I could do a reverse mortgage to pay this debt off and then I would just live within my means as I have done in my life. \n\nThe first organization I called was XXXX. I was just trying to get an estimate for how much my would be available to me if my home was worth x amount of money providing I met all the requirement of the program stating that I understood it was not a set figure. The person would not give me any dollar amount or provide me with an example of formulas used to determine an amount. I needed to find out if the dollar amount would even make it worth me pursuing this. They asked for extreme personal details of information without providing hardly any information ( so I an elderly person is giving up very detailed and personal information ). Information that could be used to manipulate a person by someone knowing what situation you are in or how urgently help is needed. \n\nWith the amount of fraud taking place today, I felt it was not appropriate information to be disclosed at this level until I made a decision formally make an application. \n\nI was not getting any information from XXXX so I searched for other reverse mortgage companies. I ran across the name of Liberty Reverse Mortgage. Alongside the names of the companies were comment s and I remember it saying for people with good credit. Since I have had good credit scores ( XXXX + as high as XXXX ) I decided to call Liberty Reverse mortgage. Each time you call you are given a message that the phone call is recorded. \nPhone calls to Liberty Reverse Mortgage- I made close to 70 phone calls to Liberty Reverse Mortgage. I have a list of 48 dates although there were more between XX/XX/XXXX & XX/XX/XXXX when I formally made the application and a few more that werent logged due to the stressful situation I was dealing with. I was under so much stress the person who was dishonest was causing problems with my family members and her church people did not leave my home when I told them to leave and I ended up calling the police. See attachments A & B. \n\nIt was in those 2 months ( XXXX XXXX XXXX ) that I had talked extensively to XXXX XXXX about the terms of the loan. We also discussed how long it would take to close once I applied. I was told 1 2 months. \n\nIt took 8 months to get this reverse mortgage, 6 months from the time I formally applied in XX/XX/XXXX. I jumped every hoop they demanded. I had provided all the information they wanted, scheduled the counseling for XX/XX/XXXX which was the earliest date I could get. I wanted to close the loan soon after counseling. \n\nIn XX/XX/XXXX when I applied the interest rate was just under 2 % interest, max increase 2 % per year and capped at 10 %. This was the only plan XXXX and I verbally spoke about. Quite honestly I thought once you identified what type of reverse mortgage you choose, this was the offer for that plan. It never occurred to me that there were options. \n\nI have close to 5 inches of paperwork of things sent to me. One example is shortly after I officially applied for the reverse mortgage with Liberty. The package I received was 92 double sided pages, single line, not double lined, printed in 10pt and smaller type ( equating to 184 pages ). It covered all the types of reverse mortgages. If a company wants to bury or minimize information, it could easily be done in that package. A person would have to know what to ask to get down to what would apply to their loan. I am not a banker and do not know all the acronyms. \n\nThe differences if I went to a bank to get a loan : A bank would not take 6 8 months to complete the process. You would submit the information they require. In my previous mortgages the interest rate was locked in when you made the application. \nA bank would be give able to give you print outs of the financial information. More specific to your loan numbers given at the time. \nA person would not be isolated. Again 70 calls, containing 100 200 hours of conversation. \nThe amount and depth of personal information would not be disclosed in a bank situation.\n\nYou would know what institutions you are dealing with. For instance Liberty Reverse Mortgage is a dba, several of the other institutions who are involved ( dbas ) in this process. And how many of these other entities are owned or associated with Liberty Reverse Mortgage. In a conventional loan I would have a choice of the XXXX, the title company and I would know what company is managing the loan. \nIt is XX/XX/XXXX and I still do not have a Welcome Package. I dont know where to return the excess money they sent me although I am paying interest on it, or how to request more money if I wanted it. I have requested this information multiple times but never received it. \nLiberty is very aware that I am very stressed about having this {$190.00}?? XXXX money in my bank account if someone gets access to my account it could be stolen. \nI could choose the title company you I wanted to use and be given the cost. With the reverse mortgage process you are not able to have those choices. \nI paid for the appraisal via a screen with no cover page, just a place to authorize a {$550.00} payment to XXXX. There was no ability to ask for a receipt or get a copy of the transaction. XXXX also included a statement that additional charges for the appraisal could be charged. In a bank setting you would receive dated receipts for transactions ( not be sent a form to sign to charge your credit card and not provide a way to get a receipt. See attachment D. \nThe company who is overseeing the reverse mortgage has unlimited access to the checkbook. Some of the fees you are charged are outrageous and I have no say or ability to seek out more reasonable venders to provide the service. \nA senior should not receive communications in 5 point type or letters in 7 point type. I had to use 2 devices to be able to read these documents. Readers and magnifying devices. See attachment C. \nYou would get answers, not be told that they will escalate the issues to never addressed ( the person then says they are not authorize to do anything ). Knowing that each time you go over the information it is creating stress, health issues and despair being so manipulated and these companies have the checkbook. The lack of humanity is astounding. At a bank you would have those answers before you left the bank. \nAt the time of closing the loan there are not additional requirements that would have been resolved before you got to the closing part. The 1st time I tried to close I was given the additional requirement the Thursday before I was going to close the following week. See attachments G & H. \nThe 2nd time to close the loan papers, I was presented with different financial rates of at least 2 times plus the amount of interest that had been discussed and in place at the time I applied for the loan. \nIt seems in the reverse mortgage process, seniors dont seem to have a right to get receipts, a copy of the appraisal I paid for, and I had to request it from Liberty. This includes getting financial statements/receipts in a timely manner. The only thing I seem to get in a timely manner is the bill of the monies they are adding to my debt. In a traditional bank setting I would have all issues resolved and information given within hours, at most days. \n\nOther practices that have occurred with Liberty Reverse Mortgage In a feedback communication email sent to me from Liberty Reverse Mortgage. See attachment I. I have asked Liberty Reverse Mortgage for a copy of all the phone recordings ( every time you call them they tell you that they are recording everything. I implore you to ask for a copy of the voice recordings for the following reasons 1 ) You will see how manipulation is used to divert the focus from questions that ones asked. In my case there is well over 100 - 200 hours of discussions that took place and would demonstrate how a senior is manipulated.\n\n2 ) There is very personal information recorded that could be sold, or used to target elderly people for other scams 3 ) The amount of personal information that can be used to confuse or suggest that one doesnt remember things. This would not happen if a person goes to a bank to get a conventional loan. This was done to me when XXXX presented 3 different loan programs to me. I told XXXX that XXXX and I only spoke about 1 loan package. 3 ) The phone recordings would demonstrate how easy it is to run elderly people in circles, avoid answering questions and use personal information and fears to close the loan which is what happened to me. \n\n2 examples : 1 ) When XXXX ( processor from Liberty Reverse Mortgage ) told me that Liberty would not consider the information I sent ( XXXX XXXX, XXXX ) via email to Liberty information about the flood insurance, I requested to speak with the Compliance officer from Liberty. I was diverted to several other personal but never got to speak to a compliance officer, although it was being escalated. \na. I immediately called about getting this insurance. XXXX national flood insurance would cost me an additional {$2700.00} a year. Why wasnt I told that in XXXX when I submitted the application with information regarding my home insurance policy? I would have not gone any further with the reverse mortgage. I submitted to Liberty via email information from the XXXX flood site to Liberty so you could see that my home sits uphill and was not in the flood plan. In the XXXX flooding that occurred in XXXX, this property did not flood. Also information stating that flood insurance is for the structure, not dirt which is where the tips of my property lie in a 100 yr. flood plan. I also informed Liberty that I was filing an amendment with XXXX that can determine the home does not sit in the flood area and can be exempt from the requirement. \nXXXX I spent hours and hours the next weeks contacting ( often multiple calls to these departments ) XXXX XXXX, XXXX XXXX Department, XXXX XXXX Department XXXX XXXX XXXX Department, XXXX XXXX Map XXXX, XXXX XXXX, XXXX of Flood Plan, XXXX XXXX and XXXX XXXX, Getting quotes for cost of Elevation Certificate from surveyors in XXXX XXXX ( {$1600.00} and up ). Filed for amendment with XXXX when they told me I didnt have to have the elevation certificate to file ( application # XXXX ) although it might be required later. XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FHA  XXXX XXXX, FHA XXXXXXXX, XXXX XXXX for FHA, XXXX XXXX XXXX. At one point I waited 2 hours and 45 minutes on hold just to talk to someone. \ni. NOTE : I had applied for an amendment with XXXX because my home is on a hill on my property, did not flood in the XXXX XXXX floods. On XX/XX/XXXX I received notification from XXXX stating that the XXXX insurance was not required on my home this was almost 2 weeks after I closed. \n\nXXXX ) In XXXX XXXX I received a call from XXXX ( processor ) informing me that the Flood insurance would not be required, no explanation was given. I asked to close ASAP. At the 2nd attempt to close XXXX sent me 3 financial packages. I had told her I wanted to use XXXX to put some formulas in to extend out the figures 10 yrs. or more. Note : She offered to send me some examples. This is the 1st time I was offered examples of financial information specifically related to my loan. She did tell me that they were not exactly the final numbers. I remember in a conversation after I received this information XXXX talking more about the value of my home going up, the ability to pay more fees in the future should interest rates go below what I was now being offered. I just want to XXXX  in my home, at this point sometimes I feel the sooner the better. I dont care about the value of my home going up. I cared about after paying off the debt I incurred and not drawing additional funds, would I have enough money left in the account after 10 years to pay for services if I became fragile and could not do domestic activities. At this point I dont think I will live that long ( due to stress and manipulation ) and I wonder will there be any money to draw from after the bank draws their share. Diverting my attention to other information. \na. All the home mortgages I have gotten in the past, once the application was formally submitted the interest rate was locked in. I met the demands in a timely manner and LIberty changed the terms. Loans may not always exist with the locked in rate, but in my time my loans did. Reverse mortgages are for senior people who probably have had the same experience ( XXXX years ). NOTE : I recently checked with a local bank in XX/XX/XXXX and was told that loans can still be locked into a rate when a person applies. \n\nHow I have been treated after the ReversXXXX Mortgage was signed. \nAt closing the notary called a number provided by Liberty if there were any questions. He ( the notary ) called the number 2 times. I spoke on speaker phone with a person from the Title company ( recorded, try getting that recording ). She told me they would look into the figures that were incorrect and that I would get a copy of the changes to sign and send back. Never received any copy of the correction to sign, nor did I receive an email stating the changes and figures. \nWhen the check was deposited into my account the entire {$29000.00} was received again no statement or email accompanying this deposit. I knew that XXXX requirement of this loan was that the XXXX XXXX XXXX I had with XXXX Bank ( my banking institute ) had to be paid off. I received the money on Friday XX/XX/XXXX. I had been told they would pay it off, but then again I have been told a lot of things. I paid the XXXX XXXX XXXX off that day. This also means additional {$190.00}?? money is on my loan. I have only asked for {$29000.00}. Now I am paying interest on this money that I did not request. \nOn XX/XX/XXXX I talked to XXXX ( XXXX ) from the Title Company ( closing ) and she said I had to call Liberty Reverse Mortgage about the discrepancies. \nOn XX/XX/XXXX I called XXXX and left a message asking her to call me immediately and left a brief message of what it was about. To this day I have not received any return call from XXXX. \nBefore closing I had asked XXXX how I would get information about the account, how to withdraw additional funds, statements etc. she had said I would receive a Welcome package after closing. I have not received this package so I dont know where to send the additional funds they put on my account. Yet I am paying interest on it. \nI did not receive a statement regarding my loan from Liberty Reverse Mortgage until the week of XX/XX/XXXX more than 1 month after closing. This statement was printed in 5 point type I am a senior and had to use 2 devices so I could read it. \nThe same week I had received what looked like a check from my bank, XXXX. It was for the amount of the payoff of my XXXX XXXX Account. It looked so much like a check so I went to the bank to ask them what it was. It took them that day to figure it out and called later that day to tell me it was a refund, the account had been paid. Again no paperwork or email had been received until XX/XX/XXXX. \nOn XX/XX/XXXX I sent a feedback in response from Liberty Mutual to provide them feedback on my experience with Liberty Reverse Mortgage. Again no ability to have a copy of the feedback. \nOn XX/XX/XXXX or XXXX I received a call from XXXX XXXX (? ) asking me if I wanted to add any more to the complaint. I told her what I wrote in that complaint was about what I felt was Libertys failure to do business in a timely manner and feel that I am paying over twice because of their delays. There are quite a few issues I have with how seniors are treated and the manipulation used in this process is not only ethically wrong but it is morally wrong. XXXX said that she could not do anything but she would escalate it. I had been told that before and nothing happened. I told her that having almost {$20000.00} in my bank account is making me nervous, that I wanted to send the money back and felt I should not be charged interest on it. I also told her that repeating again and again these issues is causing me physical problems and affecting me mentally. I am exhausted. See attached voice recording of the conversation XXXX. \nOn XX/XX/XXXX or XXXX I receive a call XXXX the ( operation XXXX and XXXX the sales department from Liberty- they are going to escalate it. XXXX said she would email me the welcome package and the information I requested. I received a package of some of the information. The Welcome package still hasnt been received. Enough people at Liberty know this it is stressing me out to have these funds ( where I feel it is vulnerable ) and are affecting my health, they know that I am not sleeping, my health has been severely affected and I am mentally exhausted. I have stated that many times in XXXX in conversations that I feel like I am XXXX XXXX XXXX. The emotional trauma is literally killing me. See attached voice recording XXXX. \nThen the week of XX/XX/XXXX I received a letter in the mail. Get this 7 point type. See attachment F. \nI guess things are being elevated. I believe they are just trying to delay and do not intend to respond. Knowing this is affecting my health. Maybe XXXX XXXX how many seniors have they put in their graves? By this neglect and strategy ignore the person. \nThis company needs to be held responsible. Although I do not think this conduct is isolated just to Liberty but to XXXX Mortgage companies. \n\nSuggestions Get copies of the recorded phone calls, these recordings will clarify everything. \nHave the recordings evaluated by a XXXX  for elder abuse and the isolation. I was exhausted by the time I closed I couldnt take any more. They isolated me, figured out my weakness at that point- my fear that interest rates were going to go up. As I was reminded in several conversations that rates changes occur on Tuesday of each week. \nI would like to know all the dbas that have been involved and how many of them are subsidiaries or the relationship with Liberty Mutual. \nI would like to have the Welcome package that was promised, the funds returned and the associated interest be returned to m. \n\nMy health has been severely affected by this experience. I am a person who rarely has XXXX I have them daily. Experience very disturbed XXXX XXXX I feel suffocated and often find myself XXXX XXXX  in which I need to sit up to calm my body. I have lost 2 crowns on my teeth because of the grinding. My XXXX and XXXX  track is in pain daily ( XXXX, XXXX, XXXX XXXX and more. I have also developed the XXXX XXXX instead of XXXX  normally. \n\nThe mental stress and XXXX ( which is why it has taken me so long to put this complaint together ) is fought daily the conduct and lack of humanity these companies use is something that will never leave me. I wonder how many other seniors have experienced the conduct of this company, and have just given up. It is too overwhelming. \n\nI think the reverse mortgage program had good intentions, but never considered the greed of these corporations that have turned it into something so completely vulgar. If this had gone as presented, I would now be able to be kind to people and live my life I am filing this complaint because no senior should go through this. \n\nNOTE : There are 2 - MP3 files that I would like to send- either I already hit the limit on the size or I don't know how to send them. The are important.","date_sent_to_company":"2022-06-16T15:37:22.000Z","issue":"Closing on a mortgage","sub_product":"Reverse mortgage","zip_code":"37013","tags":"Older American","has_narrative":true,"complaint_id":"5605042","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2022-05-26T20:13:31.000Z","state":"TN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I remember in a conversation after I received this information XXXX talking more <em>about</em> the value of my home going up, the ability to pay more fees in the future should interest rates go below what I was now being offered. I just want to XXXX  in my home, at this <em>point</em> sometimes I feel the sooner the better. I dont care <em>about</em> the value of my home going up."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["Reverse <em>mortgage</em>"]},"sort":[11.235697,"5605042"]},{"_index":"complaint-public-v1","_id":"12165235","_score":9.956005,"_source":{"product":"Mortgage","complaint_what_happened":"Background Information : Penny Mac has been my mortgage lender since XXXX My house is owned by myself and my mother is my co-signer XXXX XXXX I requested via phone a brief forbearance period due to sudden financial/personal crisis. \n\nRequest for Forbearance/Initial Phone Consult on Penny Mac Recorded Line : Below are some points from my initial communication I had with a Penny Mac representative on their recorded phone line. Some of the general information I received outlined below. \n\n-I was told I can apply for their forbearance relief program due to my sudden financial crisis. \n-The first thing I asked about were any penalties involved and I was informed that I may acquire penalties on my account during the forbearance period but not to worry because after my forbearance concludes and I resume with a payment, they would be removed and it would be as if they were never there. I was assured I wouldnt have to worry about any fees or penalties, that it is just a brief pause in payments and those payments can be paid in full upon completion of forbearance or tacked on to the end of my loan. \n- I was specifically assured multiple times that me and my co-signers credit would not be impacted by this program and that if it was effected it would only be temporary and would be removed once I resumed paying after forbearance program. I asked more than once as I was specifically concerned with effecting my mothers credit and I was assured zero fall out from completing this brief pause/relief program. \n\nAdvice I Received During Initial Call Once I Wanted to Apply For Forbearance : - I was specifically instructed to make sure NO payments go through on my end from this point forward as that would result in termination of my forbearance application. \n- He reviewed my account to check for auto-pay enrollment, to which I informed him I am on auto pay but through XXXX XXXX XXXX XXXX not through Penny Mac . \n- He offered me some conventional steps that can typically be used to disable an auto-pay feature via online banking - The representative informed me that he will formally initiate the forbearance application proceedings once I can confirm that my Penny Mac auto bill pay setting via XXXX XXXX XXXXXXXX banking has been disabled. He helped to walk me through the process best he could and I was able to successfully deactivate auto pay setting to avoid a disqualification due to error. \n- This call closed with him informing me of next steps which was to anticipate their application paperwork in the mail which would need to be completed, signed and notarized by both me and my mom/co signer. I requested that all mailed correspondence to be sent to my mothers address. \n\nApplication Process : The application process began after that first phone consult and without many hiccups. \nWe quickly completed, signed, notarized, and returned application packet via prepaid shipping label all still within month of XXXX. \nThey notified me via costumer online portal when they received the completed packet. \nThis is also where Penny Mac would send over their document requests for me and my mom to add to our application file and each request had a deadline to meet. \nWe were able to meet all deadlines except for one record request assigned to my mom regarding her social security information. Because the delay was out of our control, and no fault to us, Penny Mac granted a brief extension.\n\nOnce we satisfied Penny Macs requests for documentation, we were instructed again via phone call to standby and to continue being delinquent with payments until decision is made. \n\nApplication Decision : In XXXX, my application was approved with forbearance until XXXX. \nThe approved payback agreement was that the XXXX missed payments during the forbearance program-XXXX, XXXX, XXXX, XX/XX/XXXX, were to be tacked on to the end of my loan and would be paid in full if/when I sell my house or pay off, etc. \nXXXX ended my forbearance relief and I resumed making my normal mortgage payment that month. \n\nPost Forbearance Relief/The Aftermath : Penny Mac received my first post forbearance payment in XXXX I happened to notice in my account via Penny Macs online portal, they posted XXXX $ late fees for every month during forbearance. XXXX and XXXX each had their own but In XXXX, the month they approved my application until XXXX, they charged a double late fee I assume is for XXXX and XXXX since there was no late fee charge posted in XXXX. Not only was I not supposed to receive any late charges at all especially since my account was current when I reached out requesting brief forbearance relief going forward but how can a business post a late fee in advance? Late fee posted a whole month prior to when the payment wouldve been made doesnt seem right. \n\nNot only did they charge late fees they werent supposed to but my co-signers credit score went from in the XXXX down over XXXX points! My credit report was also damaged tremendously due to Penny Mac submitting delinquent payments for 3 months to the credit bureau! \n\nWhen my mom and I reached out via messaging in user portal asking when they were going to remove the erroneous delinquent payments reports they sent to the credit bureaus since it is impacting us financially in devastating ways they tell me it was not an error and I was delinquent! But I was on forbearance and they told me to be delinquent!! Same ridiculous response regarding erroneous late fees as well when the representative claimed they accurately reported my late fees because I was delinquent. I was delinquent bc of forbearance and Penny Macs advice!! \n\nAfter that ridiculous reply I did some investigating via internet to see if I was alone in this issue. I found that I was very far from alone in this issue. This prompted me to stop trying to convince random Penny Mac representatives why and how they are wrong because its clear I will not get anywhere doing that. Seems to be a pattern, from many forums Ive read through, Penny Mac only fixes their mistakes after hearing from CFPB and thats why Im reaching out. \n\nI came to them as a loyal, good standing customer to ask if their is any temporary relief due to unforeseen crisis in life and they assured me that itll be ok bc they offer this great forbearance program for brief relief and tell me I should apply. Most outrageous piece is how I was instructed to NOT pay my mortgage at all while going through the process, but that I am safe and will not be penalized only to have me and my mom get hit with devastating, crippling undeserved penalties and financial pain. This feels to me almost like a bait and switch move and its concerning. \n\nOn top of this, another disturbing part is that I can no longer access any of my pdf documents in my file the portal. When you try to open any of the pdf documents from the forbearance process it says its not available. PLEASE HELP!","date_sent_to_company":"2025-02-21T21:31:35.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"077XX","tags":null,"has_narrative":true,"complaint_id":"12165235","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2025-02-21T21:07:05.000Z","state":"NJ","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["Advice I Received During Initial Call Once I Wanted to <em>Apply</em> For Forbearance : - I was specifically instructed to make sure NO payments go through on my end from this <em>point</em> forward as that would result in termination of my forbearance application. \n- He reviewed my account to check for auto-pay enrollment, to which I informed him I am on auto pay but through XXXX XXXX XXXX XXXX not through Penny Mac ."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[9.956005,"12165235"]},{"_index":"complaint-public-v1","_id":"5158148","_score":9.671808,"_source":{"product":"Mortgage","complaint_what_happened":"The options given for Step 1 and Step 2 don't exactly describe my issues but here 's a long explanation of everything that has been going on. \n\nThis is a dual complaint against Mr. Cooper - their Mortgage Division ( loan # XXXX ) and against XXXX ( Claim Tracking Number : XXXX ) which is one of their subsidiaries. XXXX handles all homeowners claims. Mr. Cooper has too many addresses per se and I didnt know which one to use. I havent dealt directly with them in years. The lawyer representing Mr. Cooper in my modification case is XXXX XXXX and here is his contact information : XXXX XXXX XXXX, XXXX. \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MA XXXX ( XXXX ) XXXX ( XXXX ) XXXX ( direct ) ( XXXX ) XXXX ( facsimile ) I will provide XXXX  XXXX info when I get to that part of the complaint. \n\nI want to clarify that I am not currently represented by an attorney but I would like to be. I was represented for the past five years by XXXX XXXX for the purposes of filing a bankruptcy and negotiating a settlement. Litigation at that point was off the table for financial reasons and because I didnt think XXXX XXXX was invested enough in the case to pull it off. I know it probably wouldve been less stressful ( or not? ) to extend XXXX XXXX representation but without getting into too many details, he made too many mistakes and other than filing the bankruptcy, he didnt do much else. Im still very grateful for his service and support though. \n\nThis is my pathetic story. My name is XXXX XXXX. In XXXX, I bought my first home located at XXXX XXXX XXXX in XXXX, MA ( XXXX ) and Ive lived there ever since ; this is my mailing address as well. WIthout any notice, the mortgage companies changed a few times through the years with the last one being NationStar dba Mr. Cooper and thats when my nightmare began. \n\nBack in XXXX, a modification was offered and approved. I successfully completed the trial period and for no reason and without an explanation, they then denied it. I refused to pay the new slightly higher mortgage payments until they honored the modification agreement. Trying to get anybody to speak to me to straighten out the modification issue was impossible. I gave up and when I tried to pay the mortgage payments I had missed, they refused to accept them. Shortly after, I got a foreclosure sale notice in the mail from Mr. Cooper. Mr. Coopers unjustified and unnecessary actions forced me to get legal representation and to file bankruptcy when I shouldnt have had to. Im a teacher and I live paycheck to paycheck and what I had to do to save my house ruined my credit and ruined me financially, which to this day I still havent recovered. The emotional pain and suffering that I have endured since is immeasurable. \n\nDue to the constant stress I was under, I couldnt focus, I was sick often and I was unjustly let go of my job of 17 years as a teacher in the XXXX. Even though the Unemployment Dept reversed my employers decision, the damage was done and it was about to get worse. The unemployment benefits were only a percentage of my salary and I couldnt keep up with Mr. Coopers payment demands. Against everyone 's advice, I withdrew my retirement benefits early to pay for what I owed. Not only did I lose every cent I had saved for my retirement but I lost about {$35000.00} during that transaction due to penalties related to the early withdrawal. I was honest with the Unemployment Division and when I told them that I had withdrawn my retirement benefits, the benefits ceased. I guess they considered my retirement benefits as income. I probably couldve contested their decision but I was too emotionally drained to fight it and in all honesty, they came through for me when I needed it the most so I just let it go. This was the lowest point of my life and Mr. Cooper continued to push but I managed to pay for every cent I owed up to that point and more afterwards ( I have copies of the checks ). \n\nMy payments altogether total about $ XXXX. To make matters worse, the $ XXXX went missing ; that money was never credited to my account which Ive come to find out seems to happen a lot with Mr. Cooper XXXX My lawyer even missed that and when I pushed him to question them, Mr. Coopers lawyer admitted to it. While Im very surprised that he admitted to their oversight, I dont buy it. To me, missing one payment may be considered an honest mistake. Missing crediting my account on six different occasions ( or more ) is no different than illegally withdrawing money from borrowers without their consent, one of the many charges Mr. Cooper has been found guilty of. I have no idea where that money is but thats one of the stipulations that need to be clarified in the settlement.\n\nI believe during or shortly after Mr. Coopers big indictment in XXXX, XXXX XXXX approached my lawyer to negotiate a settlement. A whole year went by and nothing happened. XXXX XXXX didnt contact my lawyer and my lawyer didnt follow up to him either until I insisted. My lawyer finally sent XXXX XXXX a short letter on XX/XX/XXXX and XXXX XXXX responded shortly after, on XX/XX/XXXX, saying that he would get back to him soon. And that was almost a month ago? He has already taken another month to reply and before that he took over a year! What can I possibly do at this point? I dont know if taking months, a year to respond is standard procedure in this type of case and/or amongst lawyers but as my level of anxiety keeps rising, I dont know how much longer I can wait. I dont trust Mr. Cooper - Im scared that they will take back what they said they would include in their settlement, and attempt to force me out of my house again. Their MO is so predictable! and they continue acting this way because they know they can get away with it when their accuser '' is somebody like me, a divorced teacher with no legal representation, and no direction.\n\nAnd thats where Im at with this part of the case. I may be wrong but I dont think their lawyer is going to get back to me any time soon, especially knowing now that Im no longer represented. XXXX XXXX from the DOB suggested I file a complaint through you and I truly hope you can assist me.\n\nLike I said, for years, we have tried to reach an agreement with Mr. Cooper so things can go back to normal but nothing has gotten done, for one reason or another. In order for me to agree to a settlement, Mr. Coopers lawyer would have to 1 ) agree to honor the modification they had agreed on almost five years ago and later withdrew 2 ) pay my former lawyer XXXX XXXX legal fees ( they kind of agreed to that but they don't know the amount ) and XXXX ) offer monetary compensation for my emotional distress. 4 ) He would also have to put in writing that they have waived the mortgage payments in arrears ( he also agreed to that as well but I obviously want him to agree to an amount and put it in writing along with the other conditions ) and 5 ) deposit my $ 33k ( approxly ) into an escrow account or apply it towards my mortgage balance ( as they were supposed to but never did ). \n\nUnfortunately, there is more to complain about. Back on XX/XX/XXXX, my kitchen caught on fire. The kitchen was destroyed and the smoke and soot went all over the house. Ive been living in a hotel since then and its been the opposite of Heaven. Here we are, 9 months later and my house is still not fixed because XXXX, a subsidiary of Mr. Cooper has simply decided to keep the money. Not only they havent released any of the funds but they havent given me an explanation as to why they are doing that either- is that even legal? \n\nThe check from the insurance company I received in XXXX to repair my home was made payable to me and Mr. Cooper. Based on their track history of losing money, I didnt want them to have the check. I tried asking them to endorse it so I could keep it but they refused. I tried to figure out other options with XXXX and that didnt work either. When I asked XXXX XXXX for information about where to send the check, he told me to just send it to him and that he would figure out where to send it. I refused and demanded to have in writing the name and contact info of whoever would be handling my case and a description of their claim procedures. I never got any detailed information from XXXX XXXX about their procedures ; all he gave me was the name XXXX and the address and that took months! Assurants addresses are : Regular Mail Overnight Mail Mr. Cooper Mr. Cooper Attn : Loss Drafts Attn : Loss Drafts XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, OH XXXX XXXX, OH XXXX Ph # XXXX While waiting for some kind of response from XXXX XXXX, the original check from XXXX expired and I had to contact the insurance company to get another check issued. XXXX was not aware that the home repairs had not yet begun and needless to say, they were appalled. Thats when I was notified by XXXX that my ALE benefits that are currently paying for my hotel stay while my house was supposed to be getting repaired will be terminated at the end of XXXX. Since five months had already passed at this point and with the fear of becoming homeless soon, I felt I had no choice but to send the check to XXXX and hope for the best. \n\nOn XX/XX/XXXX, I reluctantly forwarded a check in the amount of {$26000.00} to XXXX. As I mentioned earlier, this check was issued by XXXX with the sole purpose of repairing the damages done to my property by the kitchen fire. Along with the aforementioned check, I included the insurance repair estimates, the contractor 's report and a Declaration of Intent to Repair form. As its their usual tactic to delay things, they asked me yet for another Intent to Repair form through their website. I immediately filled it out and submitted it and I still havent heard from them once ; not a letter, not a phone call - nothing. Ive also been checking their useless website for updates and there is nothing there either. Not only it doesnt have an updated status but the information is contradicting and deceitful. In one section, it says Were going to take you to Step 3 : Receive Partial Claim Funds. Then the next screen says : Claim Funds Sent to you but when I scroll down, in smaller print, it says funds not yet sent. Again, no explanations. ( I have pictures of the screens ). \n\nI decided to call their Customer Service Dept and that was another nightmare in itself. One of the many reps I spoke to informed me that none of the Customer Service reps could discuss the case with me because my case is coded LITIGATION. Nobody can discuss the case with you, she said. My own case! She then proceeded to give me a list of generic emails to file complaints about Mr. Cooper to Mr. Cooper ( the links on the website to file a complaint, www.mrcooper.com/legal/complaints, don't even work! I also have the pictures of the error messages. ) When I demanded the name of someone with authority that I could speak to about my case, she simply replied that she had no names to give me. This is all so unfair, so wrong. I have never encountered a situation like this where a company wont inform me of whats going on with my own claim and then tells me that theres nobody I could speak to about the situation! \n\nI tried to explain to the CS rep that there is no litigation '' going on, that Ive been involved in a serious situation with Mr. Coopers Mortgage Division for the past 4+ years about a shady modification offer and an unjustified attempt to foreclose on my home but that we are not battling it in court nor am I being represented by a lawyer. I explained further that negotiations for a settlement with Mr. Coopers legal counsel XXXX XXXX XXXX, XXXX on the mortgage case have begun and that I hoped to reach a final resolution soon, one way or another. My explanations didnt matter ; she just kept saying file a complaint with Mr. Cooper . I cant waste my time with Mr. Cooper aymore so here I am, I decided to file my complaints where they matter and where I may have a chance to get some kind of resolution. \n\nAs I mentioned above, my insurance company will no longer pay for my hotel stay after XXXX which means Mr. Cooper is pushing me into homelessness once again. To avoid this from happening, my house would have to be deemed safe and livable for me to move back in and the only way to accomplish that is if the contractor starts working on my house now and finish all major repairs within a very unrealistic short amount of time and with non-existent building materials or appliances as I havent been able to order any of them. And thats if he is available to work. He has been waiting to start this project since I got the first check back in XXXX. Being aware of the situation and Mr. Cooper 's reputation, my contractor will not do any work until I can confirm that the entire {$26000.00} is available to him and that there will be no more issues if and when additional funds are needed. And the same goes for any contractor in the area. \n\nWithout that money, my house wont get repaired - plain and simple. And their unjustified and intentional delays have not only affected everybody involved but the condition of my home continues to deteriorate as its still covered with smoke residue and soot. At this point, when so much time has passed and nothing has gotten done, a partial disbursement or half of the funds now and the second half later is not acceptable. The entire amount is needed now to complete all the major repairs at once and as fast as possible. ( 6 ) They also need to have the LITIGATION code removed from my claim case immediately. ( 7 ) This is something Im sure Mr. Coopers lawyer could request but Im even more sure that it wont happen unless somebody with more knowledge and power intervenes on my behalf. \n\nBecause of the pending settlement negotiations, I have taken a closer look at my case and I was really embarrassed because Mr. Coopers deceptions were very obvious from the beginning and a more aggressive approach shouldve been taken. I started doing my research and thats when I realized that what Ive experienced with Mr. Cooper, thousands of consumers have gone through it as well : the shady modification offers, unjustified foreclosures, repetitive requests for the same information, lost documents/payments, among other unfair and deceptive practices. To their long list, I can add failure to communicate ( a year+ on one case and 60 days on the other ) and misappropriation of funds, for wrongfully keeping the insurance funds that I need to repair my home. I hope you can help me put an end to this nightmare once and for all! I would be eternally grateful!","date_sent_to_company":"2022-01-28T08:23:27.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"016XX","tags":null,"has_narrative":true,"complaint_id":"5158148","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2022-01-28T03:07:48.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["with the other conditions ) and 5 ) deposit my $ 33k ( approxly ) into an escrow account or <em>apply</em> it towards my <em>mortgage</em> balance ( as they were supposed to but never did )."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[9.671808,"5158148"]},{"_index":"complaint-public-v1","_id":"4543558","_score":8.6717205,"_source":{"product":"Mortgage","complaint_what_happened":"When COVID-19 hit we would never have dreamed that we would be out of work for longer than a couple of weeks. In XXXX it became a hard realization that we would not be working for a while. We are both self-employed XXXX. XXXX is also a XXXX  and we had just completed our XXXX attached to our home to rent for an XXXX. We are both on Social Security XXXX and as of XX/XX/XXXX we began running our new XXXX out of our home. \n\nIn the beginning of Covid when everything shuttered we were very insecure about what would happen financially so we applied for unemployment and someone also told me that in response to these unprecedented times caused by the COVID-19 pandemic, Congress and the President of the United States passed the Coronavirus Aid, Relief, and Economic Security Act, H.R. 748 ( CARES Act ) on XX/XX/XXXX, to provide relief to Americans and American businesses suffering from the resulting health and economic crisis. \n\nI called Dovenmuehle and was able to obtain forbearance for three months for XXXX, XXXX and XXXX of XXXX. At the end of XXXX when I finally started collecting unemployment, my husband began to do more work and we got our first guest in our XXXX  so we decided that we would finish out our 90 day forbearance and resume paying our mortgage payments starting XX/XX/XXXX. We made our payments and have done so ON TIME since that day. \n\nWhen we resumed paying our mortgage I talked to an agent who referred me to lost mitigation at Dovenmuehle to begin the process of helping us file for a loan modification and partial claims for the missed 3 months of payment which was readily offered as an option. \n\nWe felt confident in the government program as well as the help we initially received from Dovenmuehle Loan Servicing Company until they dropped the ball completely and proved to us over and over again these past 12 months that their business practices, mishandled paper work and break in their chain of communication are the worst weve ever experienced. It has taken a year to get through the loan modification process through their Loss Mitigation department. \n\nIt took THREE TIMES just to apply as they continued to lose my documents, close out my application and denying me because of my supposed lack of getting documents to them fast enough. We sent many documents over and over again through the mail, e mail and uploading onto their document center only to find that they had not received them. This missing documents issue caused so much anguish during the worst time of my life during Covid-19. No work. No job. No unemployment money until late XXXX. They lost my application that I mailed in a packet with all the required documents the first time and then told me I sent in an incomplete application. YET, somehow they managed to have in their possession my tax returns, income statements and other certain private documents like social security forms. \n\nAt the end of XXXX I was told that I was no longer in loss mitigation and they closed my file because I did not send my documents in a timely manner. YET, they certainly took their time12 months to give me answers and process my claim! According to a friend of mine who is a mortgage broker, I am allowed a certain amount of time to put my documents together. And in fact I sent them all the documents that they had asked for. ( see photos of computer timeline in evidence ) This company continued to lose documents even when I emailed them. I uploaded them onto their website on their docu-center and called well over 40 times during these last few months. In XXXX we decided to start fresh again and sent a completely new packet which was approved in XX/XX/XXXX. \n\n\nGratefully I have documented every call and every person I have talked to since XX/XX/XXXX and a partial list starting in XX/XX/XXXX. \n\nOne thing that was very upsetting is that every time I called I would get a different person. I was never appointed one supervisor or processor on my case. Each time I called I had to talk to a new person and catch them up on what was going on. I began to see a pattern and realize that these people really didnt know what was really going on internally in the big picture. They never officially gave me a point of contact except in their letters we got a name but they never returned our phone calls in the last 8 months! \n\nI called Loss Mitigation one day and spoke to someone about a missing document and she said she had it right there. A little while later I called back and talk to a different person who said she didnt have that particular document in her file. And then when I called a third time that same day another agent said that everything is in order and it looks like all your documents are here only to find out the next day that they were still missing documents. Simple documents like our award letters from Social Security that I sent at least four times including in the initial first packet I sent via USPS paying {$15.00} in postage. \n\nThey also made unreasonable requests wanting monthly bank statements asking explaination for all the in-coming money {$500.00} or more in my account INCLUDING any deposits that equaled {$500.00}, so {$100.00} deposit from my Aunt for birthday, {$60.00} for sister who is on our phone plan etc ... all deposits adding up to {$500.00}. I had to give an explanation of where it came from. Im sure some of these practices are common but some of these requests seemed unreasonable and add having to send it again and again then told over and over again that they have not received the document, imagine the frustration! \n\nAnother thing is their collection department called relentlessly, ocassionally two times in one day. I finally started documenting it and have it documented that I got a call XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. How intrusive and completely inappropriate to do this while working on a loan modification! unrealistic as well! \n\nFinally, after 4 months of anguish, pain, suffering, XXXX XXXX XXXX, intense stress, worry and harassment while continually being asked for the SAME DOCUMENTS over and over again and daily calls from the debt collection department demanding payment of the 3 past due payments I was sent a letter that all of my documents were received and acknowledged on XX/XX/XXXX and that I would receive an answer within 30 days. ( see documents XXXX ) I was also finally able to get the phone calls stopped although they continued to send me letters in the mail demanding payment. Certified mail by the way. As per the letter I was awaiting my instructions well the 30 days ticked by. \n\nOn XX/XX/XXXX I received a phone call from a woman who said she was from XXXX. She explained to me that there would be 30 days review and then I would be getting a new payment schedule for my mortgage and a three month trial pay period. After that I would I have a new lower payment! \nI was ecstatic. I asked so the loan modification went through? and she said yes this is happening! \nShe explained how the loan modification worked, what was going to happen and to expect a packet from Dovenmuehle in a couple weeks. NO PACKAGE EVER CAME!! \n\nI have yet to get anything from them except for statements demanding payment, harassing letters, misinformation, and now a letter DECLINING our loan modification for no reason. Icing on the cake I received yet another letter thanking me for speaking with us about your mortgage and as we discussed youre approved for a payment deferral on my 3 month forbearance last year during Covid. As we discussed?? WE NEVER DISCUSSED THIS!! The letter arrived just three days after receiving a letter of DFENIAL dated XX/XX/XXXX. The deferral letter is dated XX/XX/XXXX and says I must sign these papers and send them by XX/XX/XXXX. The quirky thing about this letter is that I receive the letter XX/XX/XXXX and its postmarked XX/XX/XXXX yet theyre telling me to sign it and get it in by XX/XX/XXXX? Is this how they do business? Even if I did receive the letter that was dated XXXX XXXX what banking institution doing a mortgage deferral gives their customers 5 days to get something this important out to them? Again so unprofessional and very intimidating! \n\nI called them XX/XX/XXXX and spoke to another woman named XXXX and I asked her about the deferral letter and she claimed that Dovenmuehle sent deferral papers in the mail and also said theyre records showing that they talked to us on XX/XX/XXXX and we agreed to do this deferral. And according to my phone records I did speak to someone on XX/XX/XXXX at XXXX XXXX. This was from a person in Loss Mitigation named XXXX. She told me that my case was still in review and that it was looking very positive. I told her I was concerned that maybe Dovenmuehle was dragging their feet about all of this and waiting until XXXX when the Cares Act is no longer in effect. She told me she didnt believe that anything like that would happen at this point. So according to XXXX, I was being offered a payment deferral and sent a letter of decline on XX/XX/XXXX but speaking to XXXX, yet another agent in the same department four days later on the XXXX is TELLING ME A COMPLETELY DIFFERENT SCENARIO!! \n\nBy the way, we never received deferral papers, spoke about deferral payment regarding our loan and I never agreed to anything. I would never agree to anything without talking it over with my husband and also I have saved every single document that they have sent to me and theres nothing in any document talking about a deferral. Nor in my email. XXXX claims that her team leader XXXX said these papers were sent to us in the mail and in email form. \n\nWhen XXXX Returned on the phone after speaking to their team leader XXXX she said that we were getting our loan modification and she described the difference between a deferral and a loan modification. She went on to tell me that all the paperwork that I received in the mail was simply backed up communication that was being sent in the wrong order of timeline and that they had documents on their end that were lost from their department. She also went on to tell me that I would be getting my loan modification and that the deferral would mean putting the money I owe on the back end of my loan. She said that those documents were going to be sent out today XX/XX/XXXX. We have not received these papers and when we spoke to XXXX on XX/XX/XXXX she stated that no papers have been sent out yet as our Modification is still in review. \n\nMeanwhile this company should not be allowed to operate the way that they are operating. It is absolutely despicable the way that we have been treated. As I said above all of the stress and strain of this process has worn me out. I went through a period of time when my XXXX XXXX was so out of control that I couldnt even take a stress test at the cardiologist!! I have medical documents to show that if you request it. \n\nI believe that the documents I am receiving from Dovenmuehle are sent to us to cause fear to pay instead of giving us a loan modification. I really dont know why this is happening from their end. I question whether or not employees are given incentives to collect money in lieu of getting loan modifications and what not.","date_sent_to_company":"2021-07-28T15:42:02.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"92117","tags":"Older American","has_narrative":true,"complaint_id":"4543558","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dovenmuehle Mortgage, Inc.","date_received":"2021-07-14T23:37:27.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They never officially gave me a <em>point</em> of contact except in their letters we got a name but they never returned our phone calls in the last 8 months! \n\nI called Loss Mitigation one day and spoke to someone <em>about</em> a missing document and she said she had it right there. A little while later I called back and talk to a different person who said she didnt have that particular document in her file."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"company":["Dovenmuehle <em>Mortgage</em>, Inc."],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[8.6717205,"4543558"]},{"_index":"complaint-public-v1","_id":"6487409","_score":7.9070444,"_source":{"product":"Mortgage","complaint_what_happened":"FORBEARANCE FRAUD Carrington Mortgage Services ( Carrington ). appears to be engaged in a fraudulent scheme to push homeowners into foreclosure by extending 3 months forbearance and immediately demanding the 3 months payments all at once. Carrington has not acted in good faith, been transparent or fair to customers who were never late on a payment and are now experiencing trauma from a life changing natural disaster. We have been displaced from our uninhabitable home and are living in a rented camper in our driveway while working with certified contractors to re-build our only residence. The following timeline outlines events that have occurred leading to Carrington notifying us of their Intent to Foreclose on our mortgage : XX/XX/XXXX - XXXX was exposed to and contracted XXXX on XX/XX/XXXX. He was sick and couldnt work XX/XX/XXXX - XXXX caught XXXX from her husband shortly thereafter XX/XX/XXXX - XXXX and XXXX were still recovering from XXXX when the natural disaster, Hurricane Ian, caused catastrophic damage to our only residence, necessitating additional emergency time out of work until XX/XX/XXXX. We have applied but received no compensation for this lost work. \n\nXX/XX/XXXX - In good faith and transparency, we have both communicated with Carrington by phone and email requesting help because we were not able afford to pay our mortgage payment since we both became sick with XXXX. Carrington immediately refused to give us 180 day forbearance upon request. They said the maximum forbearance they could give was 3 months and that we could apply for an extension only after the 3 month forbearance expired. They also told us that they would call us before the expiration of the 3 months but they never did. \n\nXX/XX/XXXX - We called numerous times during XX/XX/XXXX and Carrington refused to extend the forbearance advising us to call for an extension only after the expiration date has occurred. During at least two of these calls they told us that they would call us the week before our forbearance was to expire. They never did. In good faith, we have tried to work with Carrington to save our home and keep our good credit. \n\nXX/XX/XXXX XXXX called Carrngton who then refused to extend our mortgage forbearance stating that the program was no longer available. \n\nXX/XX/XXXX- XXXX # XXXX advised XXXX that the program was over and that Carrington couldnt grant an extension. When I broke down from the stress and mental exhaustion, she told me that Carrington would accept one payment before XX/XX/XXXX and that would stop foreclosure proceedings on our home. \n\nXX/XX/XXXX - Acting in good faith again and at the direction of Carrington, we made a mortgage payment in the amount of {$2400.00} - XXXX XXXX XXXX XXXX XXXX XXXX - Bank records show that XXXX received our payment of {$2400.00} XX/XX/XXXX - Without prior notification to us, Carrington refunded the payment made on XX/XX/XXXX of {$2400.00}. This was very upsetting to find that they refused to accept our payment. \n\nXXXX - XXXX immediately called Carrington who denied receiving the payment made on XX/XX/XXXX for {$2400.00}. Further Carrington advised that if 3 months were not paid immediately, interest will accrue, the 3 months of forbearance would result in derrogatory credit reports and foreclosure proceedings would be initiated. XXXX is a long haul heavy load truck driver and his mental and physical performance is critical for safety reasons. XXXX called me, in absolute fear and distress that he was going to lose the first home hes ever owned. I began having severe XXXX pain as a result of the news and wasnt able to function for 2 days. \n\nXX/XX/XXXX - A Notice of Intent to Foreclose dated XX/XX/XXXX was received by USPS from Carrington XX/XX/XXXX - A certified copy of Notice Of Intent to Foreclose dated XX/XX/XXXX was received by hand delivery OBSTRUCTION Further, as part of their scheme to steal the homes of consumers in distress from XXXX and hurricane Ian, Carrington is obstructing our ability to obtain a modification or other mortgage assistance relief by repeatedly providing false and misleading information and losing documents that were submitted and in their possession. \n\nXX/XX/XXXX - After learning that Carrington refused to extend our forbearance, XXXX # XXXX told me to go to their website and complete a Mortgage Assistance Package as soon as possible XX/XX/XXXX ( XXXX ) - I sent a completed Mortgage Assistance Package with all requested documentation to XXXX as instructed. \n\nXX/XX/XXXX - I receive a letter ( attached ) from Carrington Mortgage stating that they had not received all of the required documentation and my application was incomplete. \n\nXX/XX/XXXX - At XXXX XXXX, I called and spoke to XXXX # XXXX about the missing documents for our mortgage assistance. After review of our record, XXXX stated that one of the bank statements that we sent was missed by Carrington so XXXX sent both statements to her supervisor for follow up. She also stated that they are saying that my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  for my upcoming XXXX payments doesnt match my XXXX XXXX XXXX ( before the XXXX  ). She said that they are requiring further documentation of my pension. \n\nXXXX advised me to attach my old XXXX award letter showing BOTH the XXXX award and the lower XXXX award of {$1300.00}. Regarding documentation of my State of Florida XXXX XXXX, my check has been {$1000.00} since XX/XX/XXXX and my award letter matched all my bank statements so this was a ridiculous request. For this reason, on XXXX advice, I included both our XXXX bank statement as well as all activity on our account up to date ( XX/XX/XXXX ). \n\nXX/XX/XXXX - At XXXXXXXX XXXX, on XXXX recommendation, I sent the additional documentation via email XX/XX/XXXX - I received another letter from Carrington dated XX/XX/XXXX once again stating that they never receive the required documentation. \n\nXX/XX/XXXX - ( XXXXXXXX XXXX  ). I called Carrington asking for a supervisor and got a very nasty and condescending supervisor named XXXX # XXXX. Numerous misrepresentations were made by XXXX and it appeared that her job was to impede my ability to obtain help rather than facilitate it. From the start, she was not transparent or forthcoming about anything. \n\nXXXX told me that they still needed documents for my Mortgage Assistance Application. XXXX went through the bank statement and advised me that I did not send 2 months of bank statements. She said that I only sent one statement and the XXXX bank activity printout. She refused to listen to me that I had actually sent 3 bank statements ( XXXX, XXXX & XXXX ) and a printout of all subsequent activity. I told her that I did this on the advise of another employee. Finally, after an hour of trying to get her to understand and without admitting that she found the 3 statements, XXXX said that she would send an email to the department explaining the situation. \n\nXX/XX/XXXX - I received yet another letter dated XX/XX/XXXX from Carrington, stating that they have received additional documents provided by me but our loss mitigation application remains INCOMPLETE.\n\nWhen we applied for Mortgage Assistance, we were told it would take 30 days. I was also told that I had 30 days to submit all documents or my application would become null and void and Id have to reapply. The application was submitted on XX/XX/XXXX. It is now XX/XX/XXXX and due to Carringtons negligent handling of documents and willful deception, our application will expire in 5 days, while foreclosure proceeds.\n\nFURTHER OBSTRUCTION Lastly, when we originally called Carrington on XX/XX/XXXX and advised that our home had been damaged, we were never told to open a claim with XXXX XXXX XXXX ( XXXX ). On subsequent calls, we were never told to open a claim to get our insurance money. It was only when I received 2 small checks from our insurance company that I learned that I had to first open a claim with XXXX who is handling loss mitigation for Carrington, thereby further delaying the dispersement of my funds and the repair of my home. \n\nXX/XX/XXXX I spoke to XXXX # XXXX and asked for instructions to remit insurance checks for damages. He advised that they could not process my insurance checks until their XXXX package was received. \n\nXX/XX/XXXX - I received a Carrington Claim Packet via email. \n\nXX/XX/XXXX ( XXXXXXXX XXXX XXXX I sent ONE email with all 3 signed and completed documents in the claim package 1 ) 3rd Party Authorization for our PA ( Total Claim Source ) 2 ) Borrowers Declaration of Intent to Repair 3 ) Insurers Estimate of Damages XX/XX/XXXX - XXXX sent insurance checks along with 3 additional printed copies of the required documents via overnight USPS XX/XX/XXXX- I received a letter dated XX/XX/XXXX from Carrington Mortgage stating that they still required our Insurers Estimate of Damages which was emailed over 2 weeks before and physically sent via overnight mail. \n\nXX/XX/XXXX XXXX XXXX XXXX, I called Carrington mortgage and spoke to XXXX # XXXX, supervisor with Carrington Mortgage Services. I asked to speak to XXXX in reference to a letter I received. XXXX said that I was talking to XXXX. I advised her that I was told by XXXX that they were a contractor. She interrupted me saying that they were the same company. I explained that all 3 documents were attached to an email and that I didnt understand how they got 2 attachments but not the 3rd. XXXX interrupted me and spoke over me numerous times. I allowed her to explain her scripted answer over and over which was not responsive to my question. When I would try to ask a question, she consistently cut me off mid-sentence. XXXX was unprofessional and a rude and condescending bully which only heightened my anxiety and fear of losing my home. Both of us have gotten to the point of not being able to sleep at night as a result of Carringtons obstructive and antagonistic business practices. This lack of sleep could be life threatening for someone transporting XXXX pounds across the country. XXXX consistently evaded answering me when asked about numerous errors by Carrington. Finally an hour later, she told me that she had to transfer me to XXXX because they were a contractor for Carrington. She knew that XXXX was a contractor and deliberately tried to deceive me. \n\nXX/XX/XXXX - At XXXX, I finally reached XXXX XXXX # XXXX who advised me that the database shows that they did receive the insurers estimate twice and that it was indeed on file. She also advised me to call for an inspection because the balance of my insurance checks would be held until they inspected the home. I requested an inspection and was told that Id hear from an inspector within a couple days. \n\nXX/XX/XXXX XXXX XXXX XXXX I received a phone call from XXXX, an independent Roof Inspector. XXXX told me that his earliest appointment for an inspection to release my funds was XX/XX/XXXX ( nearly 4 months ). He said that some lenders will do a virtual inspection. \n\nXX/XX/XXXX - XXXXXXXX XXXX I called XXXX and was so thankful to get one of the few people that were helpful. - XXXX # XXXX. I told her that that they would not be able to inspect the roof until XX/XX/XXXX and that I just couldnt wait that long as I am displaced from my home paying close to {$1500.00} per month in storage and rent out of own pockets. Our insurance still has not paid a dime toward expenses and we advised Carrington of our additional expenses which are a direct result of this natural disaster. I also told her that Carrington is rapidly trying to foreclose on my home and I might not be here in 4 months. XXXX requested a virtual Inspection on my behalf. \n\nXX/XX/XXXX - XXXXXXXX XXXX I received a call from XXXX ( my XXXX file owner ). She told me that she will set up a virtual inspection and I will receive a call today or tomorrow with the information of where to send the photos. \n\nXX/XX/XXXX - At XXXX XXXX, I received a text message from XXXX XXXX XXXX advising me that she will be calling me to schedule an inspection. So Im back in the Carrington delay zone waiting to see how long it will take for her to come and inspect. \n\nSUMMARY In summary, based on representations made by Carrington, we believed that we could use the little money that we had to pay for storage of our belongings and rent a place to live so that we could begin to rebuild our lives. We never imagined, nor were we told, that they would immediately demand the back payments, ruin our credit and foreclose on our home. Carrington told us that : 1. The maximum forbearance they could give us was 3 months and that we could request an additional 3 month extension only after the expiration of the 3 months.\n\n2. Mortgage assistance or modification would be available after the forbearance expiration.\n\n3. There would be no late fees applied to the forbearance months 4. Payments missed during forbearance would not be reported as late to the credit reporting agencies.\n\nCarrington has a reputation in the debtors community for using criminal means to harm the borrower through deceptive acts connected to mortgage forbearance resulting from federal disasters. On XXXX XXXX, The Consumer Financial Protection Bureau ( CFPB ) received a consent order finding that Carrington Mortgage unlawfully withheld legally mandated pandemic protections, wrongly imposed fees, and reported false information to credit reporting companies,. It further determined that homeowners were misled and denied key protections at a time when they were in most need of help.\n\nAs a result of the above consent order, Carrington Mortgage Services agreed to pay a {$5.00} XXXX penalty to the Consumer Financial Protection Bureau ( CFPB ) for improper practices related to the forbearance plans provided for homeowners during the Covid-19 pandemic. However, while settling that consent order, Carrington was continuing the exact illegal practices for which they were being fined. This establishes a pattern or practice of continuing violations and penalties should be assessed to compensate us for our mental anguish and emotional distress in addition to making us whole by repairing our credit and deducting all expenses related to the pursuant, illegal foreclosure.\n\nNOTE : I have documents but am unable to load them to your system but would be happy to email or send USPS. Thank you.","date_sent_to_company":"2023-02-15T19:26:55.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"339XX","tags":"Older American","has_narrative":true,"complaint_id":"6487409","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2023-01-25T21:48:30.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I began having severe XXXX <em>pain</em> as a result of the news and wasnt able to function for 2 days."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"company":["CARRINGTON <em>MORTGAGE</em> SERVICES, LLC"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[7.9070444,"6487409"]},{"_index":"complaint-public-v1","_id":"5318433","_score":7.0485497,"_source":{"product":"Mortgage","complaint_what_happened":"To whom it may concern : I am writing to day to to explain the last 4 yrs. of life and the hardship my son and I have faced. \nMy son and I are both on XXXX and we need help from HUD or a lawyer. I believe our rights have been violated and we need someone's help. If nothing else just help us save our house. \n\nIn XXXX my husband came to me and told me that the bills were piling up and he wanted to refinance the house. He told me he had looked at lenders and XXXX XXXX said they would help. \n\nWhen XXXX XXXX came back with the loan material I was not on the note. They offered to move him from a 15 yr loan to a 30 yr loan. Plus he would pull out equity to pay down bills. I didn't think this was a good idea I had been on the note for 15 years ; and now you want to take me off it? The gal on the phone explained to me I would have just as many rights as my husband. I would still be on the mortgage. I asked for time to think about things for a while. ( My credit was not that bad, I was working full time and bringing in XXXX ) The agent called two days later and said if we didn't sign the paperwork deal was off the table. \nPressure from XXXX XXXX and my husband, I signed the forms but didn't realize just how much I was really giving up. This has been MY home since XXXX. My children and I moved into the house in XXXX before I married my husband. My mother even helped with the down payment along with the XXXX of XXXX. \n\nIn XXXX I was released from my job due to illness. Doctors had discovered XXXX XXXX in my body. My knees are bone on bone and I need XXXX plus chronic pain. \nIn XXXX of XXXX I found out that my x husband was involved in illegal activity so filed for divorce for my own protection. It was then that he left the marital home. \nI reached out to XXXX XXXX to ask for help and they wouldn't even talk to me. They didn't care because I wasn't on the note. Get a divorce call us then ; but pay the loan if you want to stay there. \nI continued with the divorce but my x wouldn't sign the paper work. He stopped making payments on everything. I was forced to run the divorce in the news paper for six months. I was finally granted a default divorce in XXXX of XXXX. \nThe judge gave me the house back free and clear of of my x husband. He also issued a decree stating that if he did not sign a quick claim deed a summary of real estate would be granted by default. The county removed his name from the title on the home. \n\nBy this time I had exhausted my XXXX and any unemployment benefits I had. On top of dealing with medical issues. Even though I called XXXX XXXX and asked to speak to someone about a modification I was denied. They wouldn't discuss anything with me because I was not on the note. I spoke to XXXX XXXX lawyers assistant and I provided them with my divorce decree. She assured me they would talk to me now because I was a Successor of InteresXXXX due to my divorce. They never did. The loan went to collections immediately ; and sold to XXXX XXXX in OK. \n\nXXXX XXXX XXXX XXXX Mid First Bank obtained my loan in XXXX of XXXX. I reached out to the bank to discuss a modification ; but they wouldn't talk to me either. It was the same story, you are not on the note. Meanwhile the foreclosure had started and the sheriff was coming to my home. How humiliating. I was getting no where with the courts, lawyers or bank. Even HUD wouldn't talk to me. \n\nIn XXXX of XXXX I lost my mother to XXXX nothing seemed to matter at this point. I reached out to a realtor to sell my home in XXXX of XXXX. I was denied the right to sell. I was not on the note. My realtor resent my court documents of the divorce, Summary of Real estate & my taxes. XXXX XXXX would not budge and denied us the information we needed to proceed. They insisted on a Quick claim deed from my x husband. \n\nIn XXXX pandemic hit ; I called in the end of XXXX and I was shocked when the man on the other end of the line was willing to speak to me. He granted me XXXX relief and I was ever so grateful. I also asked him what had changed ... Why was he talking to me now? He informed me that I became a ******Successor of interest in XXXX of XXXX!!!!! \nI asked him to send documents showing this. \nI requested the full amount of XXXX protection for myself and my son. I don't think we should have been granted this as we were already over the allowed days to get after the protection ended. \n\nMy XXXX was granted in XXXX of XXXX. The judge informed me that my payment would start in XXXX of XXXX. This was great news!! My son and I want to stay in out home. Our combined incomes should allow for this. We have been here for 19 years does this mean nothing? \n\nMy XXXX  protection was going to be up in XXXX the same time that my XXXX would start. I reached out to XXXX XXXX  in XXXX to get things started. Assumption paperwork was sent out but my signature and income wasn't enough? Things were never right they played with me like a mouse. I was told to put insurance in my name instead of my x husband 's name as a stipulation to assumption. \nThen they stated a modification couldn't be granted without the assumption. Or vs versa Then they wanted the outstanding paid off but if course we couldn't do that. We had been living off of my son 's XXXX for a year and a half. \n\nThere was also an instance where my id didn't match my social security card so they wouldn't accept that. I had to go change my name on my ID so things matched Things were so frustrating working with customer service agents. Birth certificate were requested. \nI filled out two forms for an assumption one in XX/XX/XXXX and then another in XX/XX/XXXX notorized both. \nThis assumption and modification have been denied. I was told to talk to HUD. \n\nWe just went back to court on XX/XX/XXXX and the foreclosure had been accelerated. My x husband did not appear in court. We need help!!! \nThis has been a horrible experience. \nThis is why the courts put this law in place to protect the successor of interest. Both banks denied me this right. \n\nNow rates have started to increase. If the assumption would have been done in XXXX we would have had a better rate. My son and I should be allowed to apply for homestead rights. My son is fighting for his home I am just his voice. It is in his benefit to stay in his home. \n\nXXXX XXXX Sent from XXXX Mail on XXXX","date_sent_to_company":"2022-03-11T22:57:38.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"58103","tags":null,"has_narrative":true,"complaint_id":"5318433","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MIDFIRST BANK","date_received":"2022-03-11T22:10:11.000Z","state":"ND","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I would still be on the <em>mortgage</em>. I asked for time to think <em>about</em> things for a while. ( My credit was not that bad, I was working full time and bringing in XXXX ) The agent called two days later and said if we didn't sign the paperwork deal was off the table. \nPressure from XXXX XXXX and my husband, I signed the forms but didn't realize just how much I was really giving up. This has been MY home since XXXX. My children and I moved into the house in XXXX before I married my husband."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[7.0485497,"5318433"]},{"_index":"complaint-public-v1","_id":"2916953","_score":7.038167,"_source":{"product":"Mortgage","complaint_what_happened":"Reason for contacting you: I had problems closing out a home mortgage. I believe the contract mortgage servicer (billing and receiving payments) Specialized Loan Servicing LLC (SLS) did not follow the loan/mortgage terms. I believe SLS incorrectly handled a principal prepayment, created incorrect billings, caused delays, caused addition interest to accrue, created a grossly incorrect payoff quote, did not provide requested revised payoff quotes, did not communicate with me and delayed the closing of the account. SLS cost me a couple hundred extra dollars, primarily late fees but not all late fees, and created an inappropriate and unnecessary impact on my FICO credit score. I initiated communications with SLS approximately a dozen times between mid-XX/XX/XXXXand XX/XX/XXXX attempting to closeout my loan/mortgage. SLS never followed up with me, followed through with changes they agreed to, and did not initiate communications with me until after they reported me to the credit rating agencies \nI followed the terms of my loan but SLS did not. Also, I made frequent phone contact with SLS customer service during this ordeal to resolve issues and bring the process to closure. On more than one occasion I would reach resolution with a SLS rep and believe everything was finished only to get another bill, grossly incorrect payoff quote or late charge notice continuing and prolonging the process.\nIn summary all $XXXX  of principal and all interest through XX/XX/XXXX cleared my checking account on XX/XX/XXXX. The only fees I believe are appropriate after XX/XX/XXXX would be a $XXXX recording fee and any other final closing fees, if any, that I have never been made aware of. Therefore I believe I have been overcharged by ~$XXXX and SLS impacted my credit in bad faith. I would like both issues rectified. \n\nExecutive summary: I secured a $XXXX first mortgage loan from XXXX XXXX XXXX on XX/XX/XXXX (see attachment # 1).  XX/XX/XXXX my loan was sold to XXXX XXXX  and within a few months I was working with my third and current contract billing and payment processing company, Specialized Loan Servicing LLC, (SLS).\nMy loan is a 15 year $XXXX @3.5% fixed rate with a $XXXX   monthly payment of principal and interest only with no escrow and no PMI. The loan has no principal pre-payment penalties and no full or partial pre-payment limits. \nI have paid additional principal on most of the scheduled ~48 monthly loan payments between XX/XX/XXXX and XX/XX/XXXX. These principal reduction amounts were included with scheduled monthly payments and ranged from several hundred to several thousand dollars when I could afford it. My goal was to pay off the mortgage before my planned retirement in XX/XX/XXXX. I was severed by my employer in XX/XX/XXXX which was OK since I already planned to retire soon in XX/XX/XXXX.\nSLS handled each of my scheduled monthly payments, which usually included principal reduction payments, correct until my XX/XX/XXXX monthly payment, which also included a principal reduction payment. They did not apply all of my principal reduction payment against my principal. I believe this is a breach of my loan agreement and a deviation form SLS’s past practice.\nNow that I reflect back over my entire close out experience, I believe that my XX/XX/XXXX payment reducing my principal balance to exactly $XXXX   and paying all interest due on the principal through XXXX XXXX placed SLS in a situation uncommon to them. Therefore they tried to apply their time sensitive and hurried house closing process where certified funds are required to insure all funds dispersed during the closing are good. I was not selling my house and therefore had no hurried deadlines driving the process. I was simply paying my last principal payment on a house I plan to retire and live in for many years. I knew other fees were required such as recording cost. Therefore I planned to request a payoff quote in early XX/XX/XXXX once my XX/XX/XXXX payment cleared my bank. SLS mishandled my funds received and posted XX/XX/XXXX thereby creating a false “outstanding principal” balance of $XXXX. I wonder if SLS created this false principal balance to keep them 100% in control of everything. After all it allowed them to charge additional interest, impose 3 moths of late fees and ultimately report me to the credit agencies. At this point I gave up on logic, reasoning, trying to cultivate cooperation and simply did what I was told even though I believed it to be wrong as did many of the SLs reps I talked to.\nI believe I followed all the terms of my loan and that SLS did not. I feel that I tried numerous times to find solutions, resolve any issues and I feel SLS was inconsistent by telling me one thing and then doing another. I feel that I have been wronged in this process and my credit needlessly damaged. I ask that these wrongs be righted.\nAll $XXXX of principal and all interest due through XX/XX/XXXX cleared my account on XX/XX/XXXX. All payments had been made on time. As of XX/XX/XXXX a correct payoff quote should have been approx:\nPrincipal balance\t$0\nInterest on principal $0 (XX/XX/XXXX pmt posted XX/XX/XXXX and cleared my bank XX/XX/XXXX\nLate fees\t$XXXX\t\nRecording Fee\t$1XXXX\nTotal Amount Due\t$XXXX\nSLS payoff quote XX/XX/XXXX\t$XXXX attachment #2 (only payoff quote received before XX/XX/XXXX)\n\nMore Details including discussions with SLS:\n\nI talked to 10 to 12 SLS service reps from mid-XX/XX/XXXX through XX/XX/XXXX. I don’t have all the SLS cust rep names or all of the exact dates and times especially early in this ordeal. I didn’t know it was going to be so difficult and drawn out.  All of the calls were recorded by SLS therefore should be available from SLS. The chronological events listed below are my best recollections from my minimal notes during the several hours of conversation with SLS serv. reps.  In some cases my calls were passed off to others.\n \nA history of my last few payments:\n\t\t\t\t                  Sch $XXXX\t\tPrincipal\t         Principal\t\nDate  \t\ttotal paid\t        Principal  + Interest  \treduction \t         Balance\nXX/XX/XXXX\t          $XXXX\t$XXXX + $XXXX\t $XXXX\t$XXXX\nXX/XX/XXXX \t$XXXX \t$XXXX + $XXXX\t $XXXX\t$XXXX\nXX/XX/XXXX\t$XXXX\t$XXXX +$XXXX\t $XXXX\t        $XXXX\nXX/XX/XXXX\t          $XXXX\t$XXXX +$XXXX\t $XXXX\t        $XXXX\nXX/XX/XXXX\t       $ XXXX\t$XXXX  +$XXXX\t $XXXX\t$XXXX\nXX/XX/XXXX \t  $XXXX\t$XXXX +$XXXX\t         $XXXX\t        $XXXX\nXX/XX/XXXX\t  $XXXX\t$XXXX +$XXXX\t         $XXXX\t        $XXXX\nXX/XX/XXXX\t$XXXX\t$XXXX +$XXXX\t$XXXX   XX/XX/XXXX\t$XXXX(should’ve been)\nSLS numbers\t$XXXX\t$XXXX +$XXXX\t         $XXXX\t$XXXX*\n\n\n\t\n\n*SLS placed $XXXX in a suspense fund claiming it was a “partial payment” creating a principal balance \t\n\nMy XX/XX/XXXX payment of $XXXX (pre-payment prin $XXXX + scheduled payment prin $XXXX + $XXXX monthly int) cleared my account XX/XX/XXXX (see attachments 3 & 4). \nOn XX/XX/XXXX I mailed my scheduled XX/XX/XXXX mortgage payment + principal reduction in the amount of $XXXX (sch prin $XXXX + sch XX/XX/XXXX interest  $XXXX + prin reduction $XXXX). The payment was received and electronically posted to my account on XX/XX/XXXX by SLS and the funds cleared my bank on XX/XX/XXXX (see attachments 5 & 6).  I planned to request a final payoff quote in early XX/XX/XXXX when I got my XX/XX/XXXX bill to verify proper credit for my XX/XX/XXXX payment. \nI review my checking account weekly for any suspicious activity.  Around XX/XX/XXXX to XX/XX/XXXX I checked to see if theXX/XX/XXXX mortgage payment had cleared my checking account which it had not.  Knowing that SLS typically withdraws the payment in 2 to 3 days after I mailed it I worried that maybe they hadn’t received the payment for some reason. I called SLS and they confirmed that it was received and posted on XX/XX/XXXX.. I asked why it had not cleared my account. After some checking the SLS rep indicated that they plan to return the check and require that I send a certified check. I asked why and she said large amounts required certified checks. I told her to look at my XX/XX/XXXX and XX/XX/XXXX payments which were larger and were paid with a regular check so I didn’t see the difference. She placed me on hold again and in a few minutes she came back and said that payoffs had to be with certified funds. I told her this was a pay down and not a payoff. I told her that I knew there would be cost associated with legal documents that would need to be executed and recorded and all of which would be handled when I requested a payoff quote in early XX/XX/XXXX. I convinced her to deposit the check as they had with all of my other payments and that after it cleared my account I would request a payoff in early XX/XX/XXXX as planned. She agreed to deposit the check. The check cleared my bank on XX/XX/XXXX.\nI expected my XX/XX/XXXX bill to have a principal balance very near $XXXX plus interest of $XXXX or very near $XXXX depending on when they posted my XX/XX/XXXX payment .I got myXX/XX/XXXXbill aroundXX/XX/XXXX or XXXX. My XX/XX/XXXX bill (see attachment 7) listed $XXXX outstanding principal, $XXXX int thru XX/XX/XXXX, $XXXX in “Suspense” and a total payment due of $XXXX.  Note the “Suspense” funds is equal the outstanding principal balance and the $XXXX is interest on $XXXX @ 3.5% annually for XX/XX/XXXX – XX/XX/XXXX due in XX/XX/XXXX. \nWhy did they treat my XX/XX/XXXX payment (received and electronically posted to my account by SLS on XX/XX/XXXX) different than all of the other payments that each had some amount of principal reductions included????  If they had applied the $XXXX, they incorrectly placed in “suspense”, the outstanding principal would have been $0 which would have resulted in $XXXX or near $XXXX interest for XX/XX/XXXX since all funds cleared my account on XX/XX/XXXX.\n1.\tNote “Total Amount Due” is only $XXXX. Wouldn’t it make you think they were going to apply the $XXXX suspense amount against the $XXXX principal leaving only $XXXX interest XX/XX/XXXX – XX/XX/XXXX which the rep agreed to write off? \n2.\tWhy wasn’t the “Suspense” $XXXX applied to principal as I requested and SLS had correctly done dozens of times in the past?\n3.\tWhat is a “Suspense” fund? (see “Important Messages” section of attachment #7). I called SLS cust service and a rep told me it was Escrow. I told her my loan was a “NO ESCROW” loan which she confirmed to be correct. She stated she would get the suspense funds applied to my principal and would write off or remove the $XXXX   payment due which was interest on an incorrect principal balance due. I asked if I would have a XX/XX/XXXX payment due and/or did I need to do anything other than get a payoff quote to cover any final cost. She said that I did not need to send in the $XXXX cents and disregard the XX/XX/XXXX bill. I told the SLS rep that I was not able to access the SLS web site and I asked would she submit a payoff quote request for me. She agreed to make the request.\n4.\tWho decided to place some of my principal in a “Suspense” fund?\n5.\tHow and why did they decide to post $XXXX of the $XXXX   principal reduction to principal but not the $XXXX?\nA few days later I received a payoff quote which I first assumed to be the one the SLS serv rep agreed to request for me.  Since the quote was drastically different than I expected (see attachment  #2) I got upset until I realized it had an “issue date” of XX/XX/XXXX. This was prior to me talking with SLS rep about my XX/XX/XXXX billing issues. Therefore this payoff quote was generated prior to me requesting a quote.  Note these errors in the payoff quote “issued XX/XX/XXXX”:\n1.\tIt did not give me credit for any of the $XXXX funds received by SLS on XX/XX/XXXX and which cleared my bank on XX/XX/XXXX. None of the funds they had taken possession of on XX/XX/XXXX was applied or acknowledged anywhere in the quote. Payments typically clear my bank within 2 to 3 business days with most clearing within 2 days. Why did it take SLS 10 days with my XX/XX/XXXX payment (XX/XX/XXXX to XX/XX/XXXX)?\n2.\tInterest of $XXXX was applied from XX/XX/XXXX to XX/XX/XXXX \na.\tYet they received $XXXX which included $XXXX interest through XX/XX/XXXX.\nb.\tThey charged interest on the $XXXX prin through XX/XX/XXXX yet they took possess of the last $XXXX of principal on XX/XX/XXXX.\n3.\tWhat is the $XXXX late charge for? Nothing was late. The XX/XX/XXXX payment posted XX/XX/XXXX and the XX/XX/XXXX payment posted XX/XX/XXXX both of which is prior to the XX/XX/XXXX payoff issue date!! \n4.\tI expected recording fees and possible other minor cost which is why I planned to request a payoff quote once the XX/XX/XXXX payment posted and my XX/XX/XXXX bill arrived early XX/XX/XXXX. They’ve made a few errors in the past therefore I like to see my next SLS bill before I proceed with anything.\nI could not afford to write them another check for their GROSSLY incorrect payoff estimate of $XXXX. Since the SLS rep had told me to disregard the XX/XX/XXXX bill and had agreed to request a payoff quote for me I just filed away this error filled payoff quote not requested by me.\nOn XX/XX/XXXX my XX/XX/XXXX mortgage statement was generated and I received it a few days later (see attachment # 8). Although the SLS rep agreed my XX/XX/XXXX bill of $XXXX was incorrect and agreed to fix it, now I’m looking at an XX/XX/XXXX bill of $XXXX. Please explain the difference in this bill and the XX/XX/XXXX bill because no one at SLS could. Note these issues with my XX/XX/XXXX bill:\n1.\tThe $XXXX suspense is still there although the previous SLS rep had agreed to get it applied to principal and not to worry about my XX/XX/XXXX bill\n2.\tThe $XXXX past due is the $XXXX outstanding principal plus the $XXXX interest on the $XXXX which was on the XX/XX/XXXX bill. So the rep didn’t or couldn’t get the suspense funds applied to principal\n3.\tWhat is the $XXXX in new fees\n4.\tHow did a XX/XX/XXXX bill of $XXXX become an XX/XX/XXXX bill of $XXXX\nI had a little faith in SLS until I receiving my XX/XX/XXXX bill. Now I have no faith that SLS can and will do anything they tell me. I took some time to gather myself and then I called SLS to discuss my XX/XX/XXXX bill. I asked why the suspense funds had not been applied to principal on my XX/XX/XXXX mortgage payment as requested and then again in early XX/XX/XXXX as promised when I talked to the SLS rep about my XX/XX/XXXX bill. I was told SLS policy is to place any partial payments in a suspense fund until addition money come in to complete a full payment (I believe this policy does not comply with paragraph 4 of my loan agreement- see attachment 1). I asked who decided that $XXXX of the $XXXX was a partial payment to be placed in suspense while the other $XXXX   would go to principal reduction and how did they decide on those amounts being that $XXXX was such a good round number? I didn’t get an answer!!  I asked about the payoff quote that I requested and the SLS rep said it had been mailed. He must have been talking about the XX/XX/XXXX payoff because I never received a revised payoff until XX/XX/XXXX (see attachment # 9). I asked because I still could not get into the web site even though I had worked with SLS web support and SLS cust reps on several occasions.\nIn XX/XX/XXXX (I don’t know exact date) I received a letter from SLS dated XX/XX/XXXX (see attachment # 10). I contacted SLS cust service and they told me that my account was over 45days past due and that I had been reported to the credit agencies. They said I needed to get my account up to date ASAP. Needless to say I was very upset. I ended the call and started gathering all of my records and organizing my thoughts before calling SLS back.\nXX/XX/XXXX I called SLS and talked with XXXX. I asked to confirm if my account was more than 45 days past due and had it been reported to the credit agencies which she confirmed it had. I asked if she could tell if a revised payoff quote had been mailed to me and she said one had (yet I had not received one at that time). I told her that I had not received anything except the XX/XX/XXXX payoff quote which we agreed was not applicable. We talked a few minutes about the history of my account starting XX/XX/XXXX. She was polite but very much kept to the company line that what they show due is due and I needed to pay it otherwise I would be reported to the credit agencies again within the next few days.  At that point I was ready to give up and pay whatever they said just to make the pain go away. I asked how much I needed to pay and could it be paid in time to prevent another negative hit to my credit. She said the payoff was SXXXX and if I would permit her to electronically withdraw the fund immediate so it would process into the account overnight then she could probably stop the credit reporting. I agreed and the transaction occurred. I asked her if she could mail me a copy of the payoff quote she was working from and I confirmed my mailing address with her. She agreed to send it. I received the $XXXX   payoff quote (see attachment # 9)17days later on XX/XX/XXXX with several other documents.\nOn XX/XX/XXXX I called SLS again and asked if there was or organization that I could request to review my situation. I was transferred to XXXX in the “Consumer Escalations” dept. XXXX was very pleasant to talk to and he reviewed the account history with me. I believe he confirmed the SLS policy of “suspensing” partial payments. Although I feel he had sympathy for my situation he didn’t commit to anything at that time. After approximately 30 minutes of conversation he suggested that I call back in 3 or 4 days to give the account time to close and after credit reporting is either stopped or reported again. He gave a phone number he stated to be direct to the executive services dept which should be able to help me with these issues.\nOn XX/XX/XXXX I called SLS and asked for XXXX in Consumer Escalation and was told that department had been combined with cust service and could she help me. I talked to both XXXX and XXXX during the call. They confirmed that the money transfer was successful and the account was closed. I asked if they had a record of the final closing documents being sent to me and they indicated yes.\nAgain on XX/XX/XXXX I called the “executive services” number and it went directly to the same SLS cust service group I had been talking to earlier. I was told due to reorganization, that department could not help me. I asked if they could transfer me to tech support because I could not access my account through the web site. The web tech tried but was not able to help me gain web access.\nOn XX/XX/XXXX I called SLS cust service web support to try again unsuccessfully to get web access. I explained the problem to tech support. He placed me on hold a few minutes. He came back and said it should work now. I asked him to hold on while I tried to get in. I described to him every step of the sign in process as I went through it. I had the same problem. I read him the error code and he said maybe it will work tomorrow after the nightly updates. The rep said it really doesn’t matter because your account is closed so you will not be able to access it anyway.  I tried today, XX/XX/XXXX and I could not sign on the web site. I tried again XX/XX/XXXX and could not get in. I give up!!!\nOn XX/XX/XXXX I received 3 envelops post marked XX/XX/XXXX\n1.\ta letter dated XX/XX/XXXX that included my signed mortgage & security deed marked “Paid in Full”\n2.\tI also received a copy of the XX/XX/XXXX payoff quote and a letter dated XX/XX/XXXX stating they were returning my check and asking for a certified check (which was not previously mailed to me).\n3.\tI also received a check for $XXXX listed as “ESCROW REFUND” (See attachment 11)\n\n\nI called customer service many, many times trying to get these issues worked out and the account closed.  On several occasions the rep would see the issue and I thought we had things worked out but the issues would pop back up. Things got worse rather than better. I was declared to be late on the final payments and was reported to the credit agencies which lowered my FICO score 98 points from XXXX in XX/XX/XXXX to XXXX in XX/XX/XXXX. You don’t get this kind of credit rating by not paying your bills. In XX/XX/XXXX when they told me that they had reported me to the credit agencies I paid whatever they asked, $XXXX. I just wanted to stop the pain of hits on my credit. See attachment #12.  SLS received sufficient funds on XX/XX/XXXX (delayed transfer to XX/XX/XXXX by SLS) to cover all $XXXX   principal and interest through XX/XX/XXXX. The payoff quote issued XX/XX/XXXX and post marked XX/XX/XXXX (attachment #9) was the first payoff quote I received that gave me credit for any of the $XXXX of principal I paid on XX/XX/XXXX even though I had requested an updated and corrected quote many times through SLS cust service. I have never been able to sign into the SLS web site which has made this ordeal even more frustrating because I couldn’t see what was going on in my account.  SLS did not provide reasonably accurate closing documents in a timely manner even after the errors were pointed out.\nProblems with XX/XX/XXXX payoff quote:\n1.\tDeclaring $XXXX unpaid principal while also listing $XXXX  credit  in “unapplied funds credit” The $XXXX portion of my principal payment became “suspense “ on XX/XX/XXXX when my XX/XX/XXXX bill generated , to “unapplied Funds credit when the XX/XX/XXXX payoff quote was generated to escrow when the XX/XX/XXXX escrow rebate check was generated..\n2.\tThe $XXXX represents 3 months of late payments. One month was refunded in a check post marked XX/XX/XXXX with a description “ESCROW REFUND”. The opportunity for late fees was created when SLS incorrectly designated $XXXX as a partial payment and placed it in a suspense fund rather that applying it to principal as I requested and as my loan agreement specifies.  By hijacking $XXXX of my principal payment SLS was able prolong this closing process by approximately 3 months or more. Charge me three months of late fees and needlessly negatively impact my credit rating.\n3.\tThe $XXXX recording fee is the only correct entry on theXX/XX/XXXX closeout document generated at SLS request. My payoff request would have been made in early XX/XX/XXXX after my principal pay down was credited to my account.\n4.\tThe $XXXX was release as an “Unapplied Funds Credit” which I feel is a breach of contract because my loan allows me to make full prepayment principal reduction or partial prepayments principal reductions without penalty. They did not handle my payment appropriately thereby creating an unnecessary principal balance which created the opportunity for them to bill me for unwarranted late charges and negatively impacted my credit.\n5.\tI also received (post marked XX/XX/XXXX) a refund check for $XXXX (see attachment 11) with the description “ESCROW REFUND” even though I told them multiple times my loan was a no escrow loan and a couple of SLS cust reps verified it and said they would have the “suspense” funds applier to the principal.\n\nIn summary, I tried every way I knew how to resolve this in a timely manner. I was on the phone many hours (no exaggeration) and they just were no help at all. I thought cable TV suppliers had terrible customer service but SLS is now at the top of my list.\nI’m surprised SLS’s Georgia XXXX XXXX XXXX rating is a “B”. Based on my experience I expected it to be much lower.\nPlease place attachments  #3, 6, 7, 8, 13, & 14 in from of you and see if they make any sense and would have known what to do with them other than try to discuss it with SLS customer service.\n\nI am asking for:\n1.\tAll negative notices remove from my credit report and my score restored to near its previous level. I know it fluctuates some.\n2.\tA refund of late charges and unnecessary interest.\n       $XXXX\tprincipal since all principal was in SLS hand XX/XX/XXXX\n       $XXXX\tinterest since there was no principal due after XX/XX/XXXX\n$XXXXXX/XX/XXXX payoff quote collected from me onXX/XX/XXXX\n ($XXXX)\trecording fee which is legitimate cost\n ($XXXX)\tEscrow refund received by meXX/XX/XXXX\n$XXXX\tadditional interest and late fee refund due me","date_sent_to_company":"2018-06-08T12:59:55.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"30064","tags":"Older American","has_narrative":true,"complaint_id":"2916953","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2018-05-24T03:44:54.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["We talked a few minutes <em>about</em> the history of my account starting XX/XX/XXXX. She was polite but very much kept to the company line that what they show due is due and I needed to pay it otherwise I would be reported to the credit agencies again within the next few days.  At that <em>point</em> I was ready to give up and pay whatever they said just to make the <em>pain</em> go away. I asked how much I needed to pay and could it be paid in time to prevent another negative hit to my credit."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[7.038167,"2916953"]},{"_index":"complaint-public-v1","_id":"16983019","_score":6.5688477,"_source":{"product":"Mortgage","complaint_what_happened":"b\"Summary\\n\\nShellpoint / XXXX  have created a pattern of payment re-aging, unapplied funds, and fabricated fees on my post-discharge mortgage account.  Agents repeatedly invoked bankruptcy disclaimersThis is not an attempt to collect a debt due to your discharged bankruptcywhile simultaneously quoting balances and demanding payment.  One agent stated, Thats why I think Im a little confused, admitting they could not reconcile my payments inside their own system.  These actions violate RESPA (Reg X), TILA (Reg Z), FDCPA, and 11 U.S.C.  524(i).XXXX XXXX XXXX XXXX payment held unappliedXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  Only XXXX XXXX was credited; the remainder was re-aged to XXXX which was already paid.XXXX XXXX XXXX XXXX XXXX XXXX XXXX online after the portal falsely showed a balance due.  That payment disappearedXXXX XXXX XXXX XXXX XXXX XXXX to close out XXXX  Agent confirmed the loan was current.XXXX XXXX XXXX  Portal briefly displayed the XXXX XXXX  payment, then shifted to show XXXX XXXX due for XXXX  Later a representative told me, I think that went to XXXX, which is impossible.  This is deliberate payment re-aging.\\XXXX XXXX  Calls  Multiple representatives gave conflicting balances.  One said, Thats why I think Im a little confused, proving the account cannot be reconciled from their screens.  They then assessed XXXX XXXX8 in late fees and a XXXXXXXX  property-inspection fee.  When I asked for the inspection date or proof, none existed; the agent simply placed me on hold.\\nStatute\\nCitation\\nConduct\\nRESPA (Reg X)\\n12 C.F.R.  1024.17(k)(1)\\nFailed to credit payments as received; re-aged XXXX XXXX  payment to XXXX XXXXXXXXnCharged unverified property-inspection fees\\n XXXXIgnored error-resolution duties after admitting confusion\\n XXXXFailed to maintain one accurate transactional history\\nTILA (Reg Z)\\n12 C.F.R.  1026.36(c)(1)\\nDid not promptly apply payments\\nFDCPA\\n15 U.S.C.  1692e(2)(A)\\nMisrepresented amount / legal status of debt\\nBankruptcy Code\\n11 U.S.C.  524(i)\\nAltered post-discharge payment application and demanded sums inconsistent with discharge\\n\\nConsumer Harm\\n\\t\\tFalse delinquency of roughly XXXX XXXX despite full, timely paymentsXXXX XXXX XXXX payment induced by inaccurate portal display.\\n\\t\\tUnearned XXXX XXXX XXXXate fees and XXXX  property-inspection fee.\\n\\t\\tContinuous calls using bankruptcy disclaimers while still quoting balancesconfusing and unlawful post-discharge collection.\\n\\t\\tEmotional distress and risk of wrongful foreclosure.\\n\\n\\n\\nRequested Relief\\n\\t1.\\tFull reconciliation of all payments from XXXX XXXX forward.\\n\\t2.\\tWritten confirmation of correct principal balance and application of each payment.\\n\\t3.\\tRefund of duplicate payments, late fees, and the XXXX inspection fee with interest.\\n\\t4.\\tRemoval of any negative credit reporting.\\n\\t5.\\tDisclosure of internal ledger and proof of any claimed property inspection.\\n\\t6.\\tCertification of corrective action to prevent future payment re-aging.\\n\\n\\n\\nSupporting Evidence (to attach)\\n\\t\\tRecordings and transcripts XXXX XXXX XXXX XXXX XXXX calls).\\n\\t\\tPortal screenshots showing XXXX XXXX XXXX XXXX XXXX XXXX due.\\n\\t\\tBank confirmations for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\\t\\tAny correspondence referencing payment application task completed.\\n\\n\\n\\nComplainant Statement\\n\\nShellpoint / XXXX  repeatedly misapplied verified payments, told me my funds went to XXXX, added property-inspection fees that never occurred, and invoked bankruptcy language while still demanding money.  One agent openly admitted, Thats why I think Im a little confused.  These actions violate RESPA, TILA, FDCPA, and 11 U.S.C.  524(i).  I request full CFPB and state enforcement review, restitution of all misapplied funds, and sanctions for systemic payment re-aging and fee fabrication.XXXX XXXX XXXX XXXXXXXXI'm sorry, we are unable to make an account match using the last four digits of the Social Security number you entered please try again please enter the last four digits of your Social Security number followed by the pound key We see the number you are calling from today is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Is this a good number to call using our automatic telephone dialing system for future calls to allow us to use this phone number press one if you would like to opt out press two. Thank you we will update this phone number on your loan. If you are a homeowner in an active or discharged bankruptcy, you may have received a periodic billing statement from us. Recently borrowers in an active or discharged bankruptcy previously did not receive statements unless requested the XXXX XXXX mortgage servicing rule requires mortgage services to send modified periodic statements to consumers who have filed for bankruptcy. These rules went into effect on XXXX XXXX XXXX XXXX  If you do not wish to receive periodic billing statements, you may request in writing that we see sending periodic statements. Our records indicate that you requested a payment application task on your loan. The task has been completed. No further action is needed from you at this time you can review the results by going to shell point mtg XXXX  and reviewing the change on your transaction history, please choose one of the following options to self service your loan to pay by phone using our your call is being transferred please hold thank you for calling Shell point mortgage servicing. Please be advised we are a debt collector. This is not an attempt to collect a debt due to your bankruptcy for training and quality purposes. Your call may be monitored or recorded your estimated wait time is less than two minutes. All of our agents are assisting other customers if you would like to hold your place in queue and have the system call you back press one otherwise please hold for the next available agent call may be returned between XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thank you for calling XXXX. My name is so nice of XXXX and what a recorded line. Who do you have a pleasure speaking with today? \\n\\nYou\\nHi, my name is XXXX XXXX \\n\\nParticipant\\nThank you, XXXX be for verification purposes. Can you please verify the mailing address along with the last four of the Social Security number and account? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TN XXXX XXXX XXXX XXXXnParticipant\\nThank you and I see the loan you are calling about your XXXX XXXX XXXX We thank you and your family for your sacrifices and service of our country and our honor to help us our customers and also I'll just get to inform you by breaking is a bad collector. This is not an attempt to collect a debt due to your district bankruptcy and XXXX XXXX Do we have your permission to contact you within the next seven days via call or text using \\n\\nYou\\nYes \\n\\nParticipant\\nour dial if it is needed is it your cell phone number ending in XXXX XXXXYou\\nYes \\n\\nParticipant\\nAnd do you want also to set this up the primary contact of yours? \\n\\nYou\\nYeah \\n\\nParticipant\\nOf a perfect and also XXXX XXXXI'll just need to inform you that your account is currently for a total of XXXX including the total liter see if XXXX and the other fee of XXXX and also if you have some free time, give me visit the web online to check the status of your account and you can set up there for ACH for the payment biweekly and send one please and how many help you for today? \\n\\nYou\\nOK, what is what is the XXXX for? \\n\\nParticipant\\nThat is for the other fees \\n\\nYou\\nWhat fees? \\n\\nParticipant\\nFor the property inspection if you are on 30 days \\n\\nYou\\nWhen was our property inspection? \\n\\nParticipant\\ndelinquent on your yes That property \\n\\nYou\\nWhen was the property inspection done? \\n\\nParticipant\\ninspection if you are on 30 days OK offer for this one let me go ahead and double check. OK go for the \\n\\nYou\\nOK, I'm going \\n\\nParticipant\\nproperty inspection. Let me go ahead and check. When did this property inspection was fine OK and then I'll be back off so would you mind if I put this on hold for about one to two minutes thank you kind to stay on the line. \\n\\nYou\\nOK, go ahead. Go ahead. XXXX XXXX XXXX XXXXSing your loan press one to talk to a loan officer about refinancing your please select one of the following options to be connected to your loan servicer for new rest press two for XXXX  thank you for calling Shell point mortgage servicing, but I couldn't be XXXX XXXX Please enter the last four digits of your Social Security number, followed by the pound key We see the number you are calling from today is XXXX XXXX XXXX XXXX XXXX XXXX XXXX Is this a good number to call using our automatic telephone dialing system for future calls to allow us to use this phone number press one if you would like to opt out press two, thank you, we will update this phone number on your loan. If you are a homeowner in an active or discharged bankruptcy, you may have received a periodic billing statement from us recently borrowers in an active or discharged bankruptcy previously did not receive statements unless requested the XXXX XXXX mortgage servicing rule requires mortgage services to send modified periodic statements to consumers who have filed for bankruptcy. These rules went to effect on XXXX XXXX XXXX XXXX If you do not wish to receive periodic billing statements, you may request in writing that we see sending periodic statements. Our records indicate that you requested a payment application task on your loan. The task has been completed. No further action is needed from you at this time you can review the results by going to shell point mtg XXXX and reviewing the change on your transaction history, please choose one of the following options to self service your loan to pay by phone using our free automated phone system press one for Shell point mortgage servicing contact information press two. For general loan information press, three for escrow your call is being transferred. Please hold thank you for calling Shell point mortgage servicing. Please be advised. We are a debt collector. This is not an attempt to collect a debt due to your bankruptcy for training and quality purposes your call may be monitored or recorded your estimated wait. Thank you for contacting XXXX mortgage servicing. My name is XXXX XXXX on a recorded line with whom do I have a pleasure of speaking? \\n\\nYou\\nYes, my name is XXXX XXXX XXXXParticipant\\nXXXX XXXX, how are you today? \\n\\nYou\\nHow are you doing? \\n\\nParticipant\\nI'm doing well, sir thank you so much for asking the pain before we speak in detail as to why you're calling. Could I please have you provide your mailing address and the last four of your social please? \\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXParticipant\\nAll right, I want to thank you XXXX XXXX XXXX for verifying that information, sir before we speak in detail please allow me a moment to offer you to say thank you to you and your family for your sacrifice and service of our country. We are honored to have you as a \\n\\nYou\\nThanks \\n\\nParticipant\\ncustomer. I also have informed you, sir, that we will get servicing is a debt collector. This is not an attempt to collect a debt due to the status of your bankruptcy discharge XXXX XXXX if we have to contact you in the next seven days with your updated information, do we have your permission to call? And this permission include automated text messages and automated calls as well \\n\\nYou\\nSure Right \\n\\nParticipant\\nOK, so I do see where your account is eligible to schedule out up to three post payments and all the account also shows that you last called in last week XXXX XXXX XXXX XXXXWhat are you talking about schedule out? \\n\\nParticipant\\nJust like you would write a post check you can write on that check a date just like you would write a \\n\\nYou\\nWhat do you mean oh no no no no no no no \\n\\nParticipant\\npostage \\n\\nYou\\nno no I'm about. I'm supposed to get a check for around three XXXX XXXX XXXX XXXX XXXX she said to be like 7 to 10 days. I'm supposed to have a payment for XXXXXXXX XXXX XXXX XXXXpplied and that was made on XXXX XXXX so I'm just checking the status that. \\n\\nParticipant\\nOK, so what I am seeing on the account at this time looks like the most recent payment we received was on the XXXX XXXX  and that brought your \\n\\nYou\\nFor how much? \\n\\nParticipant\\npayment up Seeing That was XXXX XXXX XXXX \\n\\nYou\\nAnd that paid off XXXX correct? \\n\\nParticipant\\nThat oh yes, sir, that was enough to cover the month of XXXX  that is correct and now the account has been up \\n\\nYou\\nOK, so there was another payment on there. There's another payment that came in on the XXXX XXXX where is that one? \\n\\nParticipant\\nI don't see that payment has been received posted to the account as of yet and I do see on the XXXX you made a payment over the Internet \\n\\nYou\\nRight right for a whole month XXXX towards that payment \\n\\nParticipant\\nThat payment was applied to the month of XXXX XXXXNo, we already paid XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnParticipant\\nIt shows on the XXXX that you made a payment for XXXX and that was the full amount due which was applied to the amount \\n\\nYou\\nYou're saying we made a pic so let me \\n\\nParticipant\\nYeah, that took \\n\\nYou\\nunderstand something there's XXXX who is sitting in XXXX unapplied we made a payment for XXXX XXXX XXXX XXXX  OK so now that if we take XXXX XXXX of that and put it in of XXXX  that pays off XXXX  so then what are you doing with taxes you put that in XXXX right so then I call in XXXX and I gave her the XXXX  because she says that's how much I owe and if she stated on the XXXX  we're paid off however, now you have an extra payment where is that payment at? \\n\\nParticipant\\nSorry, I don't show that the payment on the XXXX  Let me see says on the XXXX XXXX XXXX XXXX XXXX you added a payment of XXXX XXXX XXXX XXXX XXXX and that was the amount that was posted To XXXX So you paid for XXXX XXXX XXXX XXXX then on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX how much money do we pay total? \\n\\nParticipanXXXX XXXX XXXX XXXX XXXX XXXX XXXX  you're referring to that was on XXXX XXXX XXXXYou\\nThat's right that sitting in XXXX right and then there's a problem here because you see the payment on XXXX XXXX XXXX XXXX all right so that payment was made on XXXX XXXX actually on our payment history it's on our bank account those payments you drafted out but the prom now is you're only telling me XXXX XXXX  but in fact we paid off XXXX we paid off XXXX and then you got an extra payment so I need to know where that payment is \\n\\nParticipant\\nThat's what we're a little bit confused when we receive a payment on XXXX XXXX you have credit on the account of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX yesterday we spoke to somebody yesterday XXXX  we had XXXX on paid balance towards our account. We were told that that would be distributed for XXXX XXXX and you guys are going to dismiss a check back and for XXXX XXXX XXXX XXXX XXXX apparently you guys have been with holding unapplied balances which is against spot. And sending out foreclosure notices basically say you gotta pay by the XXXX  that you're three months behind but see the prime is you can't be behind if you're holding money so we just need our money we need you guys to put it on XXXX XXXX XXXX XXXX, and since our check like you agreed to \\n\\nParticipant\\nI'm not sure there's been a price on XXXX XXXX Looks like I'll \\n\\nYou\\nYeah, you guys yeah apparently \\n\\nParticipant\\ncontact and apply. \\n\\nYou\\nSorry \\n\\nParticipant\\nLooks like all parents have an applied \\n\\nYou\\nNo, they haven't. We have XXXX  an unplayed unapplied money. Going back three years see what you're doing as you keep putting us into arrears OK so that we are never ahead but the problem is we're already ahead This is taken care of Sunday a letter was sent to you guys XXXX XXXX we called that was taken care of. She stated got recording everything so I mean gotta have it done. She stated yes I see us XXXX here we're going to, but how do you want me to do this? I said pay XXXX XXXX and then send a check for XXXX XXXX So it was already made \\n\\nParticipant\\nOK, so if you sent a letter but it's being reviewed by our payment processing department but at this time I don't see an unpaid burn on applied balance of XXXX I'm not showing anything and \\n\\nYou\\nWell, they told me but yeah yeah I spoke to you guys yesterday \\n\\nParticipant\\nunapplied \\XXXX you told me you have XXXX unapplied and then you you told me you were gonna pay for XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \\n\\nParticipant\\nThat's not what I'm saying I am not saying there was an unapplied balance of XXXX yesterday. I'm sitting there wasn't an \\n\\nYou\\nBut there is there is a unified balance, but there is an \\n\\nParticipant\\nunapplied. \\n\\nYou\\nunified balance. No, it's it's more than no you have to go back three XXXX XXXX XXXX that was applied to your XXXX payment \\n\\nYou\\nyears. No you have to go back three years. OK what you're doing is taking the unapplied payments and putting them in another account you're moving them Do you understand you guys I've been sued for this stuff you guys have already been sued for this several \\n\\nParticipant\\nWhere would we move into? \\n\\nYou\\ntimes OK under arrest, but you can't do what you're doing \\n\\nParticipant\\nWell, sure if we don't have a full deal and we can't apply to have to sit on a bike at this point \\n\\nYou\\nWell, why don't you audit it so audit my account so audit my account \\n\\nParticipant\\nAs I advised as I advised already, sir, payment processing is reviewing your account because you sent an email but at this time I do not see that there's XXXX XXXX XXXX XXXX XXXXThen how come yesterday there \\n\\nParticipant\\nwas a high balance of three. I'm not sure I'm not that person, sir but looking at your account yesterday, there was not a balance of \\n\\nYou\\nwas \\n\\nParticipant\\nXXXX  when you're on a bike. \\n\\nYou\\nThere was yesterday I mean, I got recorded talking dispute that \\n\\nParticipant\\nOK sir so if you'd like, you can definitely go ahead and check on our website which will show that there was an \\n\\nYou\\nYeah, your website so that's the \\n\\nParticipant\\nunapplied. I'm sorry I \\n\\nYou\\nproblem. Yeah, it doesn't work. \\n\\nParticipant\\ninterrupted you. Go ahead. \\n\\nYou\\nYeah, the problem with you guys is you say one thing somebody else says something else your website says something else but none of us the truth. You're all contradicting each other. The website does not equal what you're saying you see the problem we're having. \\n\\nParticipant\\nNo sir, because the website shipping matching my payment history and my payment history does not show an \\n\\nYou\\nIt's not matching your payment history \\n\\nParticipant\\nunapplied for XXXX XXXXYou\\nWait, let me ask you this I called on the \\n\\nParticipant\\nyesterday XXXX. I spoke to one of your idiots. I said listen there's two XXXX. Excuse me there is \\n\\nParticipant\\nOK sir, I will not tolerate you being \\n\\nYou\\nXXXX sitting in \\n\\nParticipant\\ndisrespectful. I understand you are XXXX. No I'm not \\n\\nParticipant\\nfrustrated \\n\\nYou\\nfrustrated to listen to me. I'm your \\n\\nParticipant\\nOK \\n\\nYou\\ncustomer there was XXXX and unapplied payments in XXXX  OK we were told that we only owed XXXX XXXX  all right so then we call on the XXXX and then we speak to one of your individual individuals. He says yeah well what happened was you have XXXX on the site in XXXX? OK then he says my wife made a payment foXXXX XXXX XXXX XXXX then he says it that money went to XXXX XXXX XXXX XXXX XXXX XXXX XXXX but then all of a sudden he came back and said you need a calculator and I'm like I don't need a calculator because what happens is you take XXXX XXXX XXXX that complete XXXX and then you've got another XXXX left over whatever whatever it is and XXXX XXXX  So and then he tells us that oh well, you still owe XXXX XXXX XXXX XXXX so you see your math just does not add up. You guys tell one story and then you change it again. You see the problem \\n\\nParticipant\\nAnd we take that out for your XXXX XXXX XXXX XXXX So \\n\\nYou\\nI'm sorry so wait wait I'm sorry on \\n\\nParticipant\\nthen \\n\\nYou\\nXXXX XXXX XXXX XXXX XXXX XXXX  was made right \\n\\nParticipantXXXX XXXX yes and I went and applied which was the XXXX XXXX XXXX XXXXou\\nWhere is it? Where is that money at? \\n\\nParticipant\\nadvised it was the XXXX XXXXou\\nBut it was just unapplied, right \\n\\nParticipant\\nWhen trying to apply \\n\\nYou\\nRight OK so it was unapplied for XXXX My wife made a payment for XXXX XXXX XXXX XXXX XXXX  correct \\n\\nParticipant\\nYes, there was a payment for XXXX XXXX XXXX XXXX XXXXou\\nOK right Then XXXX XXXX went to XXXX right? \\n\\nParticipant\\nNo sir, 3 XXXX XXXX XXXX XXXX SXXXX \\n\\nYou\\nWhere's my XXXX  at? \\n\\nParticipant\\nThat was in the payment because you had made the payment of \\n\\nYou\\nNo wasn't you just told me you just told me that I had \\n\\nParticipanXXXX XXXX there that was \\n\\nParticipant\\nOK sir \\n\\nYou\\nunapplied but yet you just told me and my wife made a payment for XXXX XXXX  which went to 3XXXX XXXX XXXX XXXX so where's my XXXX  payment? The balance it wasn't applied \\n\\nParticipant\\XXXX XXXX XXXX XXXX XXXX XXXX  \\n\\nYou\\nRight \\n\\nParticipant\\n- XXXX because that's what your XXXX payment was was \\n\\nYou\\nHa ha, right \\n\\nParticipant\\nXXXX if you \\n\\nYou\\nHa ha, right \\n\\nParticipant\\XXXX XXXX XXXX\\nSo how much money? \\n\\nParticipant\\nSo then that left \\n\\nYou\\nRight in case no OK so how much money out of that XXXX with the \\n\\nParticipant\\nGo ahead \\n\\nYouXXXX  \\n\\nParticipant\\nI got XXXX  well we first had the XXXX in there so let's go ahead and go XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \\n\\nYou\\nOK, did that pay it off? \\n\\nParticipant\\nThat paid for XXXX XXXXn\\nYou\\nOK, what about XXXX  then because we still have money left over right? \\n\\nParticipant\\nYou had XXXXXXXX left over a payment was made \\n\\nYou\\nOK \\n\\nParticipant\\nyesterday foXXXX XXXX XXXX which \\n\\nYou\\nHa ha \\n\\nParticipant\\ncompleted your XXXX payment \\n\\nYou\\nNo \\n\\nParticipant\\nleaving XXXX and the unapplied \\n\\nYou\\nI'm sorry when was the payment before that one yesterday? \\n\\nParticipant\\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \\n\\nYou\\nNo, it wasn't. It was made on XXXX XXXX XXXX XXXX  You took it on my bank account \\n\\nParticipant\\nI'm showing a payment of seven XXXX XXXX XXXXYou\\nNo, you took out it's showing my bank account you took out XXXX XXXXor the month of XXXX See now we have a problem because your numbers don't match up so where is my XXXX you guys just took out my bank account then \\n\\nParticipant\\nI showed the XXXX XXXX and you advise that you already \\n\\nYou\\nNo \\n\\nParticipant\\nsent a complaint so it is being reviewed by our payment \\n\\nYou\\nBut I'm asking you about my accounting right but I'm asking you about a \\n\\nParticipant\\nprocessing \\n\\nYou\\npayment \\n\\nParticipant\\nAgainst her that has to be done by our payment processing department since they're reviewing it because you're \\n\\nYou\\nBut you just told me yoXXXX XXXX XXXXrticipant\\ninsisting there's XXXX XXXX  \\n\\nYou\\nYou're supposed to understand what's going on but yet you can't find my payment from Sunday You just told me it was paid \\n\\nParticipant\\nI can sure \\n\\nYou\\nXXXX paid for \\n\\nParticipant\\nshow that your XXXX XXXX is paid for \\n\\nYou\\nOK, but when was that payment made for \\n\\nParticipant\\nAnd there's nothing \\n\\nYou\\nXXXX but when was that payment made for \\n\\nParticipant\\nremaining in your pipe The remainder amount of \\n\\nYou\\XXXX? \\n\\nParticipant\\nseven XXXX XXXX as I had advised numerous times now was made on XXXX XXXX that \\n\\nYou\\nFor XXXX XXXX XXXX XXXX \\n\\nYou\\nYou're telling me XXXX XXXX XXXX XXXX XXXX XXXX right Is that correct? \\n\\nParticipant\\nYes \\n\\nYou\\nOK, so that was for what month \\n\\nParticipant\\nCompleted XXXX \\n\\nYou\\nOK, so then XXXX XXXX another payment was made foXXXX XXXX  Where is that money? \\n\\nParticipant\\nI am not saying that one at this time so I can reach out to XXXX  There's nothing in your \\n\\nYou\\nSays it's unapplied \\n\\nParticipant\\nunapplied, sir. There's nothing there. \\n\\nYou\\nSo I made it so you're telling me the payment was already made but then I made another payment That's unapplied you just told me that the payment that I made for XXXX XXXXompleted the XXXX repayment correct? \\n\\nParticipant\\nCorrect that was made on \\n\\nYou\\nRight, but there was another payment made for \\n\\nParticipant\\nXXXX XXXX XXXX XXXX XXXXr that now \\n\\nParticipant\\nOK again I'm \\n\\nYou\\nBut we're missing \\n\\nParticipant\\nI'm not seeing that payment, sir. You're saying it came out of your checking account. OK that's great. \\n\\nYou\\nI'm seeing it right here in front of me. I'm looking at the payment history right here. I'm looking at the payment. I see it right here \\n\\nParticipant\\nNow you're saying \\n\\nYou\\nunapplied since XXXX XXXX XXXXParticipant\\nYeah, you're seeing the XXXX \\n\\nParticipant\\nunapplied balance go from the unapplied with that XXXX XXXX XXXX XXXX XXXX XXXXYou\\nHa ha \\n\\nParticipant\\ncombined and it went towards your XXXXXXXX XXXX XXXXYou\\nSo what about the XXXX XXXX where that go? \\n\\nParticipant\\nThat is what was coming out of the unapplied \\n\\nYou\\nIt wasn't that was the money that it was a payment I made I made a payment for \\n\\nParticipant\\nOK sir, \\n\\nYou\\nXXXX XXXXParticipant\\nagain I am not seeing that and seeing the seven XXXX XXXX  goes with the \\n\\nYou\\nOK, so I just wanna ask you one more question here \\n\\nParticipant\\nunapplied to create XXXX XXXX XXXX and the apply XXXX XXXXu\\nOK, so XXXX was paid off right then you told me that some of that money was left over something that money was left over for \\n\\nParticipant\\nXXXX has been XXXX then you said to complete XXXX  I had to pay XXXX right \\n\\nParticipant\\nI said that you did pay XXXX  yes \\n\\nYou\\nTo complete XXXXr correct to complete XXXX  right again a payment was made for XXXX for the complete month of XXXX so that's an extra payment there \\n\\nParticipant\\nAgain, I'm not seeing that here, sir so I can definitely reach out to my payment \\n\\nYou\\nSo how come my numbers look different than \\n\\nParticipant\\nprocessing department, but I'm not seen that \\n\\nYou\\nyours? \\n\\nParticipant\\nI am not sure sure I can't see what you're looking at. I can see what I'm looking at which is your payment. \\n\\nYou\\nI'm looking it says payment history it is I'm looking at payment history. It says XXXX XXXX XXXX a payment for XXXX was applied or it says applied payment now and you took it out of my bank account and it's just unapplied it's just like sitting see that's the prom you don't you don't even know where this payment is. You guys weren't even know where the XXXX is now. Now you understand what's going on you guys aren't applying money properly Do you have a \\n\\nParticipant\\nI got her. I'm just \\n\\nYou\\nsupervisor do you have anybody? I can talk to that knows what they're doing \\n\\nParticipant\\nshowing that what I'm very well aware of what I'm doing, sir \\n\\nYou\\nOK, where did the payment XXXX XXXX XXXX  go it's on my payment history. I'm looking at it right now. Where is it? \\n\\nParticipant\\nYes, it went from your unapplied to your regular monthly payment for \\n\\nYou\\nIt could've \\n\\nParticipant\\nXXXX \\n\\nYou\\ngone from my monthly payment. You just told me a payment was made. There was a payment in XXXX XXXX XXXX XXXX sitting in XXXX unapplied correct my wife made a payment for my wife made a \\n\\nParticipant\\nCorrect \\n\\nYou\\npayment XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that went to whatever it was went to XXXX to pay it off right Correct \\n\\nParticipant\\XXXX XXXX  was from the \\n\\nYou\\nbut \\n\\nParticipant\\noriginal on balance and XXXX XXXXYou\\nOK \\n\\nParticipant\\XXXX XXXX XXXX XXXX you made went to your XXXX payment \\n\\nYou\\nOK, and then how much was left over \\n\\nParticipant\\nThat left \\n\\nYou\\nHow much was left over they went to \\n\\nParticipant\\nXXXX XXXX XXXXParticipant\\nAre you going to allow me to answer, sir? \\n\\nYou\\nYes, go ahead \\n\\nParticipant\\nThank you XXXX XXXXYou\\nAnd that was from the XXXX XXXX payment correct? \\n\\nParticipant\\nThat was what was left over of the XXXX XXXX XXXXYou\\nOK and then and then a payment so then yesterday a payment was made for XXXX whatever is a complete XXXX XXXX? \\n\\nParticipant\\nCorrect and we XXXX XXXX XXXX XXXX XXXX XXXX  Shellpoint representatives admitted that a XXXX XXXX  payment existed in unapplied status, contradicted themselves about its destination, and then erased a previously confirmed XXXX XXXX  unapplied balance.\\nThe same call captured two separate employees describing entirely different account realities within minutes of each other.\\n\\nEvidence (verbatim excerpts):\\n\\nI do see there was a balance in the unapplied of XXXX XXXXOK yes, I dont see that  it was about XXXX XXXX  applied yesterday.\\nSupervisorXXXX XXXX XXXX theres another payment that was made  that put your unapplied balance at XXXX XXXX completing XXXX payment.\\n\\nEach statement conflicts with the others. The first recognizes an unapplied payment; the second claims the funds were applied yesterday; the third insists the same payment completed XXXX  a month already paid through prior remittances.\\n\\nInterpretation:\\nThis sequence demonstrates a systemic data-integrity failure rather than a single mis-keyed entry.\\nShellpoints staff are reading from live account screens that change while the customer is on the line  meaning the ledger is being rewritten in real time to reconcile internal errors or conceal unapplied balances.\\nSuch volatility violates:\\n\\t\\tRESPA  1024.38(b)(3)(i)  failure to maintain accurate and accessible records.\\n\\t\\tRESPA  1024.35(a)  servicer notice of error (were a little confused) triggers investigation duty.\\n\\t\\tTILA  1026.36(c)(1)  failure to credit payments as of date received.\\n\\t\\tBankruptcy Code  524(i)  post-discharge tampering with payment application.\\n\\nThe conflicting explanations  unapplied, applied yesterday, completed XXXX   confirm ledger re-aging and manual overrides.\\nNo servicer could produce three mutually exclusive account states unless data are being altered outside ordinary automated posting rules.\\n\\nRisk Impact:\\nThis behavior shows a system-level vulnerability where borrower payments can be suspended, moved backward to earlier months, or erased without audit transparency.\\nThe XXXX XXXX call provides a living snapshot of that process: funds appear in the system, vanish, then reappear labeled applied, enabling Shellpoint to (1) fabricate delinquency, (2) assess late fees and inspection charges, and (3) justify foreclosure notices while still holding consumer money.\\nSuch conduct jeopardizes compliance with federal servicing standards and exposes investors and borrowers to material misrepresentation of cash-flow integrity.\\n\\n\\n\\nSystemic Alignment\\n\\nThe same mis-allocation pattern appears across every month since XXXX XXXX\\t\\tpayments first recorded as unapplied,\\n\\t\\tlater re-aged to prior months,\\n\\t\\tfollowed by fee creation and conflicting balances.\\n\\nThis repetition confirms a servicing algorithm or manual policy, not human error.\\nShellpoints own agents admitted confusion (thats why I think Im a little confused) because their interface dis\"","date_sent_to_company":"2025-11-03T23:01:28.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"37066","tags":"Servicemember","has_narrative":true,"complaint_id":"16983019","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-11-03T22:35:45.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["No further action is needed from you at this time you can review the results by going to shell <em>point</em> mtg XXXX and reviewing the change on your transaction history, please choose one of the following options to self service your loan to pay by phone using our free automated phone system press one for Shell <em>point</em> <em>mortgage</em> servicing contact information press two. For general loan information press, three for escrow your call is being transferred."],"product":["<em>Mortgage</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[6.5688477,"16983019"]},{"_index":"complaint-public-v1","_id":"3398039","_score":6.182167,"_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":["I also saw the fed cut rates another 1/4 <em>point</em> today affecting <em>mortgage</em> 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 <em>apply</em> due to a pricing cut by feds I'll surely <em>apply</em> for you guys Me ( XXXX XXXX ) Thanks XXXX, from your most <em>pain</em> in the XXXX customer. I really do appreciate your patience."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"company":["Rocket <em>Mortgage</em>, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[6.182167,"3398039"]},{"_index":"complaint-public-v1","_id":"3535091","_score":4.8112764,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"This is a resubmit only because I had been to tiered to realize all the edditing mistakes. So to understand me might be impossible. So I wanted to try this again now that I understand how this works Here is what I wrote before but now eddited .I do apologize I so sounded illiitorit due to being tiered and auto correct it is always posting XXXX 's I don't XXXX ; ) This is my issue on the fair credit and this past year I had to Indore trying to apply this credit thing to my life. Tho this all seems to be the most unfair way to live life I do say this with the most upmost respect to the situation at hand please bare with me. And try to understand my issue ... \n\n\nI am a XXXX year old mother. As many of us do at some point in our lives, well trying to push past hard times in life. Stay strong and be a good person as best I can and keep holding on to the equal respect we all as humans Deserve. My complaint is on all that uses this credit system, as a whole, equally I am leaving know one out. If you base all on this score that can make the good look bad and the more fortunate look perfect. This is who I'm speaking to ..\n\nI try very hard with this credit thing, and tho in my younger days I will admit I was to Nieve to grasp the idea ... I do understand the concept provding more chance of accomplishment on the creditor and XXXX.to weed out the overlooked more obvious This alone I understand it im provided the respect to be fair and treated as well as the next I am all for this. Yes give me the opportunity. If a mistake is made we are all human with errors but should be still giving the chance as well as the choice to fix. And sow again ... beings we weap what we sow. This allowing us to give the option to say \" I came, I saw.. \" well you get the point.. \n\nFor months now I think I have been on this repetitive looping error I see know as your credit score. Granted before I understood how credit worked I did order from XXXX and when my problem with my product was not acknowledge I kinda threw the now oversized computer paperweight aside and fought with my ... let 's just say not a good phone that I just purchased from XXXX.. well yes I didn't feel that that bill in life was important due to the fact that I had to buy another phone and the computer didn't even have a hard drive in it  when it came not to mention I couldn't get any help in my issue .so Yes I chose to keep going not just suffer and be ignored of my concerns and continue to pay to be ignored or looked less apone because well I am on XXXX so I only got so much money as is and at the time I still had rent and bills to pay as well. \nThis I may have been wrong ibsoon understood the importance of credit and what is needed and uptaind I life with it .. but just that one thing has made my whole credit experience almost impossible since it's like one of the few things even reported to my credit ... its not only considered a charge of since this debt was sold to a creditor. But it also claims late on payments Wich was not me as well I had my payments for everything set up to come right out of my bank account sadely now that I think about it ... tho academy bank has also caused me alot of grief not to mention extra charges due to overdraft fees late ect. \nBare with me I don't understand this if I collect a XXXX cheeck and it is in my bank direct deposit every month and things are set up to take there part out each month. Then how am I responsible for the payment not being received.. or be charged because of it. If the check comes and an agreement is made to take an amount out each month there should not be an issue. Well I guess if the banks system goes down or it hits over a weekend or some kind of excuse to hit me with the It's your fault pay for it excuse. Because on my credit report it claims late payments on a loan threw academy bank because of a bank error not once but twice there system did not get the payment and I was held responsible with extra fees for whatever the reason was.. I have payed more in fees threw XXXX XXXX  then I honestly would like to admit and I stayed with them for many years believing I was in good hands when in the end I felt robbed of most of my XXXX checks because most of the money went words unnecessary fees due to fee cost overdraft and bank errors /problems that alternatively effected my credit score not to mention my life not to mention those pointless hard inquiry s that hit each time I try to get any kind of credit or help and someone wants to go to my score to only see I have no open accounts or it's to new account or my late payments and XXXX issue that has been a ended issue and the account has been sold and dismissed iv even tried to dispute the issue that I had no assistance on my problem causing me to forget XXXX. As well as disputed the XXXX XXXX because I did pay that loan off in full. And the two late payments was do to academy bank computer system not taking out the money as I was told it would. \n\nI already have gotten denied the past eight months or more I lost count .I have applied over and over again for a loan. Knowing I can easily make a XXXX $ payment at the most ever month no matter what I just needed the help of a lump sum to take off the amount if stress I had in life a lot the time. XXXX wanted the lest XXXX $ and I had asked at some places who needed a bigger about 3-5000 at most I honestly cared to get ..Unfortunately i have been denied from everywhere ... unless it was some scam they always said yes that's how I new they we're a scam before they even tried seatting me up with the task I needed to do for a loan I will never get. \nOr getting my password to my bank or money to get the loan up front.Tho i do admit they almost got me a few times in my desperate times I really honestly needed the help not just to stay on top of things. Like when I was living in a camper that was flooding because of a rain storm .a simple loan would of helped me with repairs, replacing or even getting into an apartment.but no my score, my score, my score. Or recently in XXXX when my father in-law died and we got stuck with property taxes and bills. And ... Well let 's say I now own a home, but I lost my storage because I had to chose to pay the property taxes left from my father in-law passing in order to keep the house, or pay on my storage unit I had been paying on the past eight years.i had been waiting to get into a home big enough for my things.. ironically I now have a home payed for, free and clear but I lost my storage unit and still I can't get a loan because of my score even tho I now don't have the responsibility to pay rent every month ... you would think my chances of receiving a loan would increase beings I can afford more on monthly payment due to no rent to pay for .yet I cant received a lump soom to take care of the things I most desperately, for my own mental health honestly just want to take care of. But was denied due to. Well you get the picture it's the same thing over and over again I even tried a mortgage threw XXXX so we could get help on these bills we are stuck trying to catch up on since his passing and I so got denied because my credit is only XXXX mind u it now is XXXX due to more inquiring on what I just exsplained.. ooh and the initial asking for any form of credit in the first place..I have now have giving up on getting a loan or mortgage because I'm not allowed to. For whatever reason they can come up with even though I am more the happy to agree to a monthly payment for the rest of my life for all I care I really could of used the help and for it being so fair i sure got denied without any leeway of bettering my self and or future or the means to build on ... Guess I'm not as fortunate as others who may of had that backup pillow in life to fall on. I can only say I've been willing to better myself if giving the chance and also being understanding to error rather it be mine or a machine that calculates my exception s in life. \n\nI was working in my credit using a XXXX XXXX XXXX card and I do so much thank them for trying and giving me a chance when so many denied before even looking my direction I tried to use my credit card to build my credit. I understand the rule of 30 % to build but when know one will give you a loan and hard times are happening I was very tiered of feeling the pain of life and wanted relieve and XXXX XXXX   gave me XXXX $ to use every month and I used it every bit of it.i needed to build my credit and I figured out the most awesome way I would use my credit card to pay up on my storage.. I had falling behind on everything butvi believed it would be ok.. well I was wrong unfortunately i did use the while amount every month as well as payed it in full every month in hopes to raise my credit but i was never credited for such only 100 % payback That u can barely seen ona report ... i needed my credit asap so i make a payment over the phone that will post normally the fallowing day. I needed to pay storage every month as well as a few other things so I set up automatic payment to pay off my credit card. Well This was a big mistake because this can take up to seven days to cancel out if needed and the automatic bill still gets sent threw. But if you happen to need to cancel it as I had to Kno choice given the sercum stance so i can use what little money you have to still pay in order to still receive the credit in time to pay off a storage unit I had to save it from being auctioned off..might not work out and all the payment previous didn't seem to mater I cancelled and was Abel to pay and save my storage. But the automatic still went threw Wich at first was ok then my father in law passed away. And I didn't receive the notices saying my check didn't clear from my bank Wich at the time I was getting rid of because of all the extra charges and overdraftbn the first place .. anyway it was a difficult few weeks. But by the time I was contacted and told I needed to make a payment to my credit card I was told I had to pay with so I would pay off my XXXX $ all at once like I did every month and receive my credit and go pay my storage. I payed the creditor and ask when my credit would be available and I was then told my account was closed due to failure to pay even tho every month I payed off my whole credit bill I used every month in full XXXX giving no regards to this as well as no credit towards looking reliable to make payments to the credit agintcy.. I was basically told thanks for the last dollar to your name have a good day and had no way to pay anything on my storage unit... I am having a hard time mentally dealing with losing my storage unit I worked hard to keep for years just to place in a stable home that I now have a storage unit containing my childhood memories as well as my children 's birth certificate s memories as well.. all because I had to work on a score to let other people Kno they can give me credit and I will follow rules and as my thanks and appreciation beings we are all treated equal or as said equal opportunity .... I still got not one loan a email full of fake accept notices that only deny me as soon as I fill out the same form over and over again.not one open account cause once again a computer system auto screwed me and now I don't even have one credit card either so I have no credit and now lost my storage unit less then a week ago because I had to chose to pay taxes on a home my  family needed I neededyet couldn't get a XXXX $ .loan got Kno help r  helped to get the payment to save my storage I tried so hard to get in a home of my own ... I've giving up on credit loans banks morgages..help in general.. I guess I'm sapst to live depressed in hard times Ramon noodles type of life with nothing left to even say I made it this far with in life, but if by chance I can help bring awareness to the deptemental inpact that honestly is involved in this credit score pecking order of help and assistance then I hope someone will give that help to someone who desperately needs it and may good things come to the One who sees past and finds those of us who needs the help and are good honest people willing to only help and better themselfs as well.then please don't make anyone go threw the embarrassing moments of constant denieals or being forced to exsept that no one will give you credit because of your credit that may have and u can't work on or build credit if knoine allows u to and all u get is denied anyway.its a miscalculation in events making it unfair in the first place Tonight I thought it would be nice to get a diy ( do it yourself ) electric guitar and electric bass build kits the ones you build yourself. I even thought financing them would build my credit in turn give me a new start on something of my own to have as well as something to do in my quiet time in life because I'm an XXXX I love to play and it all sounded like a great idea beings I just set here in this house now, wishing I had my things in storage. I found a place and applied for the credit to do this ... and was denied.. I wanted to just cry, drown in my own tears type of feeling then I seen this complaint section. After all I have went threw this past year due to this score thing.. I had to say my peace before I give up on it completely. I don't think I will ever have faith in anything that containers the false hope of fairness in this life if it contained the words credit score .. or credit in general I hope this helps some one somewhere if I may have brought apone any type of awareness to the idea of helping your fellow man being that helping hand that good person those try to claim behind all these helping hand creditors.i wish those who give those of us whom who are trying a bad name, or deniel find a way as well to better there ways of life so we all as a whole can live in good standings amongst one another.. I do hope my voice can be taken or read in to consideration that will make me feel better beings I have been looked down apone and treated unfairly do to all this beat regards to who ever climes the score next oh not to mention iv also been told now after applying for a loan spendingvXXXX $ at XXXX XXXX  that after I removed my checks and stopped using the bank there overdraft protection don't work and I owe them XXXX ... Mainly from overdraft fees someone needs to look into that bank and there fees. And when and how often they charge the fees cause a few times they have tried minipulating my SSI check the whole SSI check. \n\nSincerely XXXX XXXX. \nP s please excuse misspelled words and any punctuation I just typed and its alot to say as well as stressfull not to mention this late at night I only did my best to what was asked of me to do. To whom it may concern thank you for giving me the time.. I appreciate it. If only you could get credit in life for things like that then maybe it would be fair","date_sent_to_company":"2020-02-18T12:53:17.000Z","issue":"Excessive fees","sub_product":"Credit repair services","zip_code":"810XX","tags":null,"has_narrative":true,"complaint_id":"3535091","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Council Corp","date_received":"2020-02-18T11:00:38.000Z","state":"CO","company_public_response":"Company believes complaint caused principally by actions of third party outside the control or direction of the company","sub_issue":null},"highlight":{"complaint_what_happened":["This allowing us to give the option to say \" I came, I saw.. \" well you get the <em>point</em>.. \n\nFor months now I think I have been on this repetitive looping error I see know as your credit score."]},"sort":[4.8112764,"3535091"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":16,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":16}]}},"product":{"doc_count":16,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":12,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":7},{"key":"FHA mortgage","doc_count":3},{"key":"Reverse mortgage","doc_count":1},{"key":"VA mortgage","doc_count":1}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":3},{"key":"Credit repair services","doc_count":1}]}}]}},"issue":{"doc_count":16,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Struggling to pay mortgage","doc_count":7,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure","doc_count":2}]}},{"key":"Closing on a mortgage","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Incorrect information on your report","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Account status incorrect","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":"Excessive fees","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem with a credit reporting company's investigation into an existing problem","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Their investigation did not fix an error on your report","doc_count":1}]}}]}},"timely":{"doc_count":16,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":16}]}},"company_response":{"doc_count":16,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":15},{"key":"Closed with non-monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":16,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":16}]}},"company":{"doc_count":16,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Shellpoint Partners, LLC","doc_count":3},{"key":"MIDFIRST BANK","doc_count":2},{"key":"CARRINGTON MORTGAGE SERVICES, LLC","doc_count":1},{"key":"Credit Council Corp","doc_count":1},{"key":"Dovenmuehle Mortgage, Inc.","doc_count":1},{"key":"EQUIFAX, INC.","doc_count":1},{"key":"Experian Information Solutions Inc.","doc_count":1},{"key":"Fay Servicing, LLC","doc_count":1},{"key":"Mr. Cooper Group Inc.","doc_count":1},{"key":"Ocwen Financial Corporation","doc_count":1},{"key":"PENNYMAC LOAN SERVICES, LLC.","doc_count":1},{"key":"Rocket Mortgage, LLC","doc_count":1},{"key":"Specialized Loan Servicing Holdings LLC","doc_count":1}]}},"state":{"doc_count":16,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"FL","doc_count":3},{"key":"NC","doc_count":2},{"key":"TN","doc_count":2},{"key":"CA","doc_count":1},{"key":"CO","doc_count":1},{"key":"GA","doc_count":1},{"key":"MA","doc_count":1},{"key":"ND","doc_count":1},{"key":"NJ","doc_count":1},{"key":"NY","doc_count":1},{"key":"OH","doc_count":1},{"key":"VA","doc_count":1}]}},"company_public_response":{"doc_count":16,"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":6},{"key":"Company believes complaint caused principally by actions of third party outside the control or direction of the company","doc_count":1},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":1}]}},"tags":{"doc_count":16,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":5},{"key":"Older American, Servicemember","doc_count":2},{"key":"Servicemember","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":{}}}