{"took":200,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":30,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2659783","_score":17.177402,"_source":{"product":"Mortgage","complaint_what_happened":"I applied for Mortgage assistance with Carrington Mortgage for the second time on XX/XX/XXXX because my loan is in foreclosure and I am having trouble making the payment and getting the loan current. Before that I applied around XX/XX/XXXX and they came to decision and denied me because I did n't have enough income. I applied again on XX/XX/XXXX because my income changed. It 's NOW XX/XX/XXXX and I still have not had any progress with Carrington mortgage to resolve my issue. The normal process takes 30 days to reach a decision if they can help or not and I have n't got to that point yet because I 've been getting the run around. The issue I am having with them is that they keep asking for the same paperwork and documentation to complete their mortgage package. ( divorce decree, other borrower financial information, letters of explanation, etc. and they keep asking for a Quit claim deed from the other borrower who has no interest in the property since I was granted my divorcee. Also I was abused by the other party and there is a current OFP on file for the next 50 years that the other person can not contact me. I have talked to several employees and Supervisors about this issue and no one seems to know why they keep requesting the same information from me and keep opening and closing my file when they know my foreclosure date is approaching very soon. I have faxed, email, and uploaded everything they needed to start the process and I have not got anywhere. In Minnesota you have 7 business before the foreclosure date to submit a request for mortgage assistance and do to this issue I am concerned that I will not meet that deadline. My situation is complicated and I would like to explain in more detail in person or the telephone. Since I have started this process with Carrington mortgage I have suffered a lot of emotional stress, pain and anxiety because I have done everything I need to do to keep my home and I feel Carrington mortgage is not understanding to that. If possible I would like all the notes and phone calls pulled from them so someone can see in detail what I have been through these last 3 months. Please if you can help I would appreciate it. Thanks","date_sent_to_company":"2017-09-06T20:54:20.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"55443","tags":null,"has_narrative":true,"complaint_id":"2659783","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2017-09-06T20:17:01.000Z","state":"MN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have talked to several employees and Supervisors <em>about</em> this issue and no one seems to know why they keep requesting the same information from me and keep opening and <em>closing</em> my file when they know my foreclosure date is approaching very soon. I have faxed, email, and uploaded everything they needed to start the process and I have not got anywhere."],"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":[17.177402,"2659783"]},{"_index":"complaint-public-v1","_id":"3007898","_score":16.715105,"_source":{"product":"Mortgage","complaint_what_happened":"I previously filed a complaint against this bank, XXXX XXXX. I read their response to my concerns and I disagreed with their version for the reason they wanted to increase my mortgage amount by more or less than 25 % of the original agrreed amount. \n\nTherefore, I am writing this note responding to their explanation for the so-called error they claimed they have made. \n\nIn their response, they have stated that the reason they wanted to increase my mortgage was because an insurance company, Florida Specialty, did not want to issue a policy on the property due to underwriting issues. \n\nWell, if that was the case, I should have heard aboout it, directly, either from the insurance company explaining to me the underwriting issue they are referring to, or, from the Agent, himself. I heard nothing other than a new payment book from the bank telling me what my new monthly was going to be. \n\nIn fact, when I called the bank to ask them to explain the reason they sent me a new payment amount after I have been making payments for the agreed amount ( {$1300.00} ) instead of XXXX XXXX dollars, they did not mention of having a problem with insurance. Instead, they said that they made a mistake calculating the first mortgage payment they gave me which amount I have been paying to them for about two months. \n\nAt that point, I asked them : if you claimed that you made mistake in calculating the {$1300.00}. \n\nwhat else did you make mistakes about in this transaction? \n\nI think their blaming misconduct on the insurance company is a startegy on their part to circumvent the rules and to cover their track because they realized that someone was paying attention to what they were doing and they got caught. They should be allowed to get away with a vialoation like that has caused me so much pain and suffering to the point where I came close to losing my livelihood, my job. \n\nBesides, if that was true that the insurance company was ready to cancel a policy that they already issued on the property, they should have told me about as well and immediately return the check they received for the primium for almost two months prior. No on that happened. \n\nBut, I received a check from for {$440.00} after I filed my complaint with CFBP. Why didn't I receive such a check long time ago? Again, someone is covering their tracks to prevent CFBP discovering the abuse that they have intended to inflict on me, as a consummer. \nThat's waht is going on. \n\nTheir misconduct affected my health and my daily living. I don't want another little guy like myself to fall victims to big predatory acts like where the consummer feels this is case between XXXX and XXXX and little XXXX does not stand a chance against such a gaint who has at his disposition all sort of clever excluses not be held accountable for their actions. \n\nA violation occurred here and it should not be pushed on under the rug like this ; like it's nothing while the consummer has big wounds showing the abuse he has endured from this major institution who has no intention to take any responsability for the harms their actions have caused.","date_sent_to_company":"2018-09-01T20:40:15.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"32258","tags":null,"has_narrative":true,"complaint_id":"3007898","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EVERBANK, NATIONAL ASSOCIATION","date_received":"2018-09-01T19:36:10.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Instead, they said that they made a mistake calculating the first <em>mortgage</em> payment they gave me which amount I have been paying to them for <em>about</em> two months. \n\nAt that <em>point</em>, I asked them : if you claimed that you made mistake in calculating the {$1300.00}. \n\nwhat else did you make mistakes <em>about</em> in this transaction?"],"product":["<em>Mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[16.715105,"3007898"]},{"_index":"complaint-public-v1","_id":"5605042","_score":14.401194,"_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":["On XX/XX/XXXX I talked to XXXX ( XXXX ) from the Title Company ( <em>closing</em> ) and she said I had to call Liberty Reverse <em>Mortgage</em> <em>about</em> 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 <em>about</em>. To this day I have not received any return call from XXXX."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"sub_product":["Reverse <em>mortgage</em>"]},"sort":[14.401194,"5605042"]},{"_index":"complaint-public-v1","_id":"4447343","_score":14.095828,"_source":{"product":"Mortgage","complaint_what_happened":"First of all, I am a 36  year veteran of the United States XXXX attempting to construct our retirement home. \n\nWe were referred to the loanDepot Mortgage Corporation seeking a 30 year VA Construction loan in XX/XX/XXXX. We spoke with the local loanDepot 's Loan Consultant ( Mr. XXXX XXXX NMLS # XXXX ) who assured us they offered a loan service and product that would cost us XXXX down payment and zero interest payments during construction period for a 30 year VA construction at 100 % financing. The mortgage would be at a fixed interest rate of 3.5 % with an underwriting and processing fee of {$890.00} that he estimated he could close within 45-60 days. \n\nGiven this, we agreed to use their services and applied for the VA construction loan with loanDepot on XXXX XX/XX/XXXX. We were asked to provide copies of the land contract on XXXX XX/XX/XXXX with a tentative closing date of XXXX XX/XX/XXXX. We were aslo asked to provide a detailed breakdown of the cost of construction from the builder, which we promptly provided on XXXX XX/XX/XXXX. As of XXXX XX/XX/XXXX, we had not yet received a mortgage approval or any loan estimates and disclosures from loanDepot. We felt this was unusual, and kept inquiring about the loan approval status update. Finally, on XXXX XX/XX/XXXX, Mr. XXXX emailed me to indicate that due to the COVID 19 pandemic and its impact on the economy, XXXX XXXX XXXX XXXX XXXX XXXX  and other lending institutions associated with them had suspended all VA construction applications and submissions at that time. At the time he indicated the lenders anticipated the suspension lasting approximately three to four weeks ( See Attached email dated XXXX XX/XX/XXXX ). At this point, we had to withdraw from the existing land contract, stop the title research, which they ordered, and notify the builder that everything was on hold pending loanDepot notification that the VA construction lending had resumed. Keeping in mind, we had yet to received a loan estimate or any disclosures on the projected loan to date. We were on hold until XXXX XX/XX/XXXX, when loanDepot contacted me to indicate that XXXX  had picked back up VA CP lending programs. After loosing the previous land contract, it took us until XXXX XX/XX/XXXX to find another lot, and we signed the contract on XXXX XX/XX/XXXX, which we uploaded a copy to loanDepot. Per coordination with loanDepot, we scheduled a closing date for XXXX XX/XX/XXXX, loanDepot had my attorney start the title research again, and they requested an updated detailed builder 's breakdown to construct of home. On XXXX XX/XX/XXXX, we finally received our first loan estimate and disclosure for loan # XXXX thanking me for the application and looking forward to working with me. The loanDepot consultant then requested a list of needed documents, which I promptly upload to the loanDepot mortgage site on XXXX XX/XX/XXXX with a follow up email to the loan consultant. We then went from XXXX XX/XX/XXXX through XXXX XX/XX/XXXX before we got a response to numerous email follow up on the status of the VA construction loan from loanDepot ; realizing we had a closing, which they agreed on, scheduled for XXXX XX/XX/XXXX. This was really poor customer service to say the least. \nDuring this period, we received a loan estimate from loanDepot on XXXX XX/XX/XXXX and again on XXXX XX/XX/XXXX ( See Attached ). Given the fact that we were still working this VA construction loan since XXXX XX/XX/XXXX with the same attorney and builder, but were sent this very large and cumbersome XXXX builder registration packet to set the builder up as an approved VA builder, which I later found out that he had already been verified and had a VA builder number. We had an entire year to get this requirement accomplished, but they procrastinated until late in the mortgage process to request it.. This is yet another case of loanDepot 's representatives being unqualified and untrained in the timely brokerage of a VA construction loan. Not to mention, their failure to be responsive and provide timely updates on the loan processing. Needless to say, we did not meet the closing date of XXXX XX/XX/XXXX, which caused the seller to almost withdraw from the contract of the land sale. We asked him to please work with us until we could close the loan. We asked for an extension until XXXX XX/XX/XXXX, which was coordinated with the loanDepot representatives who indicated they could get it done by this time. On XXXX XX/XX/XXXX I had been unable to reach the loanDepot consultant for several days, so I wrote an email to the corporate office in hopes to get someone responsible and competent enough in the VA construction loan process to assist us with getting the loan to the closing table ( See Attached email dated XXXX XX/XX/XXXX ). At this point I had lost all trust and confidence in the loanDepot 's loan consultant to assist us with our loan. On XXXX XX/XX/XXXX, Mr. XXXX XXXX ( NMLS # XXXX ), loanDepot 's local Branch Manager and supervision of Mr. XXXX, took over the loan consulting in effort to expedite getting the loan to closing. He immediately began to work directly with me and my builder to get him registered as a VA builder for XXXX which remember, he is already registered as a VA builder with a number and builds many home for VA mortgages. loanDepot representatives also asked my builder to pay {$4000.00} to {$5000.00} for a builder 's permit prior to loan approval and closing. It was also brought to my attention they asked the builder to add {$17000.00} in the builder 's contract costs that we signed on XXXX XX/XX/XXXX without my knowledge and approval, which the builder promptly denied their request. \n\nOn XXXX XX/XX/XXXX after the builder had been registered as a VA again, loanDepot finally uploaded my 1003 mortgage loan application into the XXXX  MyLoanCenter for further processing and underwriting after 13 months and 6 days. At the same time, the seller is loosing his patience and considering walking away from the land contract that is two weeks past the extended closing date of XXXX XX/XX/XXXX. This was personally embarrassing, humiliating and questioned our word and credibility in a community in which we intend to reside. \n\nThis is where this complaint is really substantiated through loanDepot 's representatives actions, inactions, omissions, misrepresentation, misleading, deceptive lending actions and practices, failure to properly disclose critical loan costs to us, providing false and inaccurate information regarding the loan VA construction costs to us, and finally admitting that they did not understand or was knowledgeable of this loan product. Furthermore, they indicated this was the very first loan of this type that they tried to process, and they were simply not qualified to adequately process it. In fact, the loanDepot 's Branch Manager ( XXXX XXXX ) told me that if he had been involved from the beginning a year ago, he would have not accepted the loan for processing. \n\nOn XXXX XX/XX/XXXX, once the loan was uploaded to XXXX they produced a new online loan estimate and disclosures that vastly differed from any of the original loanDepot estimates ( XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX  XXXX See Attached ). \n\nOne of the disclosures from XXXX  on XXXX XX/XX/XXXX was a Mortgage Broker Fee Agreement for us to agree to compensate loanDepot {$10000.00}, which the loanDepot Branch Manager, MrXXXX XXXX, acknowledged that it would be paid by us the borrowers. This was the first time we ever heard about this so called brokerage fee. \n\nI printed a copy of it in order to discuss it with loanDepot 's representatives ( See Attached ). After inquiring about this agreement, I went back to the XXXX  website to review it again, and interestingly this document was removed from the disclosures on the site. I felt that this was also very questionable, since it was the only document that was removed after I inquired about it. \n\nIn our opinion, this mortgage loan company did not earn XXXX XXXXr of compensation, given their lack of qualifications and misrepresentation, not to mention the pain, aggravation, emotional distress, and personal embarrassment they have caused to our credibility. They should be compensating us for the harm they have caused us throughout this process. \n\nThe major differences in the XXXX estimate was a XXXX XXXX {$17.00}, XXXX ) of the loan amount in points in addition to the {$890.00} from loanDepot. The original locked fixed rate of 3.5 % loanDepot promised with XXXX down was simply not true, and they would not honor it. This is a deceptive lending practice, and it should be illegal. \n\nAdditionally, because this was a jumbo VA construction loan ( {$680000.00} ), which it was from the beginning a year ago, XXXX now wanted 25 % on every dollar above the VA lending limit of {$540.00}, XXXX, which {$33000.00} above the other closing costs and above fees ( See Attached Estimate ). \n\nOur costs to close the loan went from the loanDepot estimate on XXXX XXXX XXXX {$60000.00} to the XXXX loan estimate to close on XXXX XX/XX/XXXX of {$25000.00}. \n\nOn XXXX XX/XX/XXXX, we received another XXXX loan estimate that increased our estimated closing costs from an estimated {$25000.00} to {$59000.00} on the same 30 year VA construction loan. This loan was originally offered to us by loanDepot representatives at XXXX down, at 3.5 % locked fixed rate, zero payments during the XXXX year construction period, and a one time closed mortgage. \n\nThis should be illegal, unethical, deceptive, and misleading lending practices and actions on the part of loanDepot. \n\nOn XXXX XX/XX/XXXX, I finally got an XXXX  building cost calculation from Mr. XXXX of loanDepot ( See attached ). Even on this document, he had to call XXXX to get clarification before he could explain it to me, and had to hand write in some of the calculations and additional costs that we were being informed of for the very first time during this 14 months processing time. \n\nBecause of loanDept 's unqualified representatives ; this lengthy, cumbersome, uncoordinated, deceptive, and misleading process, the cost to build our home increased from {$480000.00} on XXXX XX/XX/XXXX to {$570000.00} on XXXX XX/XX/XXXX had it closed as it was originally estimated in 45-60 days.\n\nIn fact, the loanDepot loan consultant falsely told us the lending companies suspended the VA CP lending program during the COVID 19 pandemic, but his manager later corrected that information by informing me the the VA appraisers were experiencing difficulties coordinating and conducting appraisals for draws. We required a VA appraisal for land and a construction plan, which had limited to no exposure to COVID 19. This was yet again a false and misleading statement coupled with misrepresentation of the actual facts of the matter. \n\nIn closing this complaint statement, on XXXX XX/XX/XXXX given the recent and significant financial adjustments made to our original loanDepot estimate and disclosure to the XXXX estimates and disclosures, we were left with no viable option but to withdraw our loan application. If we were provided this information by loanDepot 's representatives last year when we contacted them, we would not be in this predicament at this time. \n\nWe now may loose the land contract again that has expired, and are having to start this process over again after wasting 14 months of our time and life dealing with a company that should be band from offering this loan product to future consumers. \n\nMoreover, they should be held liable to compensate us the harm they have caused our family during this time ; to include restitution for the pain, emotional distress, mental anguish, personal embarrassment and adverse impact on our word and credibility with the seller, our attorney, the builder and the community we will be residing. \n\nThanking you in advance for your assistance in helping us address this grave injustice to us as a veteran family trying to build our retirement home. \n\nBest Regards, XXXX XXXX XXXX XXXX","date_sent_to_company":"2021-06-17T20:55:31.000Z","issue":"Closing on a mortgage","sub_product":"VA mortgage","zip_code":"29063","tags":"Servicemember","has_narrative":true,"complaint_id":"4447343","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2021-06-09T12:28:09.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In our opinion, this <em>mortgage</em> loan company did not earn XXXX XXXXr of compensation, given their lack of qualifications and misrepresentation, not to mention the <em>pain</em>, aggravation, emotional distress, and personal embarrassment they have caused to our credibility. They should be compensating us for the harm they have caused us throughout this process."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[14.095828,"4447343"]},{"_index":"complaint-public-v1","_id":"3157893","_score":13.502191,"_source":{"product":"Mortgage","complaint_what_happened":"Date : XX/XX/XXXX Re : Wells Fargo and potential short sale of XXXX XXXX XXXX XXXX NY XXXX  The home has been in foreclosure for over a year, but no sale date has yet to be received. I had a period of unemployment, then became XXXX, and was not able to make my payments. I have attempted to cooperate with Wells Fargo to find alternatives to dispose of the house while satisfying them. I was completely agreeable to a deed in lieu in XX/XX/XXXX, but was told an attempt at listing the home for 4 months for short sale must occur first. I then contacted Easy to own Homes, XXXX XXXX, Short Sale Specialist. I signed paperwork to allow him and his assistant XXXX to act on my behalf with Wells Fargo. The home was listed for short sale in XX/XX/XXXX. A low ball offer was received, the house was appraised by Wells Fargo for the upper $ 40,000s. The offer was countered by Wells for the appraised amount and declined by the buyer. In approximatelyXX/XX/XXXX, I contacted Wells Fargo, again a new contact person, and inquired about the possibility of a deed in lieu, as the home had been listed for 4 months with no viable offers. I was told by the contact that the timeframe for me to submit a deed in lieu request had expired! I asked her why? That I had been told the house had to be up for short sale, per my last contact, for 4 months, before I could attempt a deed in lieu. She angrily told me I was wrong, that I just could not submit a deed in lieu. In XX/XX/XXXX, we received a bona fide offer of {$40000.00}. The offer was submitted to Wells Fargo via Fax by XXXX, never received according to the point of contact at Wells. The paperwork was then directly emailed per XXXX, to the contact. After a review, he stated they needed an additional {$4000.00} for fees and closing costs. The buyer was approached by the realtor, and agreed to raise his purchase offer to include those fees. That revised offer was submitted to Wells Fargos representative/our contact on XX/XX/XXXX. We were led to believe that the final approval would occur in a matter of days. I received a letter from Wells on approximately XX/XX/XXXX telling me yet again I had a new point of contact. ( Through this process in less than a year I have had at least 5 points of contact, seemingly every time coming close to a resolution, the contact changes ). Per emails and phone conversations, XXXX   has attempted to be in close contact with this representative, XXXX XXXX, and has been given the run around, being put off daily and weekly. Again the representatives up to this point have stated the offer was sound, and just needed a quick review by the next level. Ms XXXX has led us to believe the same per XXXX, and has again been stalling. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX, that my mortgage is being sold/transferred to XXXX XXXX XXXX XXXX. I am XXXX, XXXX XXXX XXXX XXXX, and have a XXXX XXXX XXXX causing pain and XXXX. This stress is causing my illnesses to exacerbate, and I just want this nightmare over with! My credit rating is terrible, and I am unable to even begin to reestablish it until this is resolved. Me and my realtor have done everything and more that Wells Fargo has asked for, jumping over backwards if need be. Forms and multiple copies of forms have been submitted within 24 hours of their requesting them numerous times. We have responded to any and all communications ASAP. I feel they have been putting us off and not playing fair from the beginning of this nightmare with no intent to cooperate. This was comfirmed by XXXX today, she spoke with a general representative at Wells, who stated they basically had no intent to attempt to settle this before XX/XX/XXXX.\n\nPlease feel free to contact XXXX XXXX, Assistant to XXXX XXXX. Her direct phone number is Office : XXXX   Fax : XXXX Email : XXXX   Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  NY XXXX","date_sent_to_company":"2019-02-20T20:14:13.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"130XX","tags":null,"has_narrative":true,"complaint_id":"3157893","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2019-02-20T19:18:09.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Again the representatives up to this <em>point</em> have stated the offer was sound, and just needed a quick review by the next level. Ms XXXX has led us to believe the same per XXXX, and has again been stalling. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX, that my <em>mortgage</em> is being sold/transferred to XXXX XXXX XXXX XXXX. I am XXXX, XXXX XXXX XXXX XXXX, and have a XXXX XXXX XXXX causing <em>pain</em> and XXXX. This stress is causing my illnesses to exacerbate, and I just want this nightmare over with!"],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[13.502191,"3157893"]},{"_index":"complaint-public-v1","_id":"3525930","_score":13.457744,"_source":{"product":"Mortgage","complaint_what_happened":"I received preapproval from Quicken loans on XX/XX/2019 for the amount of {$350000.00} for the purchase of XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX. This loan was to be closed on the date of XX/XX/2019. \n\n\n\nMy agent and I asked if we could make a move up the close date by 2 days, with the close date of XX/XX/2019. Quicken loans was quick to respond that pending the sale of our then current home, and the title documentation all arrive to them on time with proof of a sellers CD, and of a clear title, then we were good to close on XX/XX/2019 as requested by our agent with no problem. All thay was requested by Quicken was done and provided on time per request by Quicken Loans to insure our new close date. Leaving us to believe we were on our way to close on our new home XX/XX/XXXX at XXXX. In XXXX XXXX, XXXX. Community Title. \n\n\n\nAfter they said we could close on XX/XX/2019 we never had any more communication from Quicken loans in reference to our pending close date of XX/XX/2019. They were reassuring in the last conversation that they loan was in final underwriting stages and everything was fine and they would be in touch through Quicken client dash board online, where we could see the loan reaching its final stages. Our agent contacted Quicken loans on XX/XX/2019 asking if they had all things needed to close on XX/XX/2019. The close date of our current home at the time was set to close on XX/XX/2019 and it closed on time without any issue. We wanted to make sure they needed nothing  more from us other than the proof that our house had closed and a we had a clear title as mentioned before. When my agent contacted them on XX/XX/2019 she got an automatic out of office reply. She didn't hear from Quicken loans again until XX/XX/2019 and they said all they needed to close on our loan on time was the sellers CD from XXXX County Abstract title company by XXXX XXXX on XX/XX/2019 to close at our requested date of XX/XX/2019. When our agent called to see about why they didn't receive the title information XXXX, with XXXX County abstract title company said that Quicken loans had never requested the information. We then contacted our bank who was the lender on our three previous mortgages to get the title closing information to Quicken by XXXX XXXX  that day. We personally made sure this was done not Quicken loans. I had to request my own closing and title documents myself to be rushed by the bank to be received by XXXX XXXX so we could still close on the requested date of XX/XX/2019, I made sure this was sent and received by Quicken Loans and it was confirmed by Quicken Loans that it was in fact received. They also had no explanation of why they hadn't requested the information as they were clear it was their job to do so, not ours and they did have all the information on who to contact to get the information from, provided by our realtor and by us. We then went on to close on our current house that we were selling as scheduled on the scheduled close date of XX/XX/2019, I was in constant contact with my online dashboard to lookaout for any changes but it still showed a close daye of XX/XX/XXXX- we were on schedule ... It seemed. I had not received any communication on the home I was buying and closing on on XX/XX/2019 in person however, even tho I had left several messages, via email, phone, and on the Dash Board. I only received automatic replies. \nBy this time we had moved out of our current home had a XXXX packed with all our belongings and were set to move two hours away thinking we were closing on XX/XX/2019 at XXXX XXXX as we had never heard otherwise from Quicken loans. As mentioned before they had assured us several times that there was nothing else on our ended after the close and sell of or property was proved and verified. Without any contact from Quicken and trying to move out of our house I was consistently checking our client dashboard and all documentation said \" confirmed and verified '' and the closing date was still shown on the dash board as XX/XX/XXXX. So we had no reason to believe we'd not be closing the following morning XXXX XXXX at XXXX XXXX at XXXX XXXX In XXXX XXXX, Kansas. \n\nHowever ... this didn't happen ... ..and we had no idea that it wasn't going to .... \n\n\n\nQuicken loans never communicated to my agent, myself, or community title that we were not closing on XX/XX/2019 as still scheduled. They didn't even bother to let us know we would not meet our close date. Again our agent had to contact them for this information and we were then homeless. \n\n\n\nTo further complicate our situation on XX/XX/2019, I was emailed and my agent was CC 'd on the email the info of my preliminary closing disclosure this email thread contained personal information such as our bank account numbers, the account balance of the bank account, as well as personal documentation from my divorce 15 years prior. I never gave Quicken permission to share this highly personal information with our agent and she never requested it this is all while we are again still currently homeless and we know that this is a direct violation of the CICA. Dealing with our identity potentially being compromised while not having a home, or a secure wireless internet access made this already horrific experience even worse and way more financially draining. \n\nQuicken then said our close date was now scheduled on XX/XX/XXXX this was close date # 2. I contacted Quicken and started demanding answers of what in the world was happening with this loan! I found out that they didn't start working on submitting our loan until XX/XX/2019 that's eight days prior to our initial closing when you take out the weekends and the 2 1/2 days XXXX XXXX, our loan processor was out of the office. this left only three days to process this loan, & was informed wed been moved to close on XX/XX/2019 .... the third time of moving our closing date. Now we were on close date # 3 and it was nine days past the close of our original close date .... all while we still had nowhere to live and a XXXX packed with our belongings. IT WAS THE MOST STRESSFUL THING MY FAMILY HAS EVER BEEN THROUGH! \n\n\n\nAt this point my agent contacted Quicken loans and asked to speak to a manager or supervisor. The response was that we had signed up for the self-service process ... at no point in the last three weeks leading up to this point had we been notified of any self-service loan process that we had signed up for. Why are we paying closing cost if it is self service? This was an out right lie! We would never sign up to service our own loan? And if being an online lender makes it \" self service '' then that should be fully specified upon application. \n\n\n\nAt this point we were highly distressed we have limited access to Wi-Fi we had nowhere to live we were needing to establish residency as my son was just days away from starting a new school and the stress was beyond overwhelming. My agent knew the panic that we were in and decided to contact Quicken loans again after no communication from them to see if there is any additional documentation that they needed from us would be holding up the loan, everything on our dashboard was still \" confirmed and verified '' showing nothing on our \" TO DO '' list. \nIt was at that point that our agent had found out from XXXX XXXX, the loan processor that they hadn't even requested tax transcripts? We are W-2 filers and our employers had already provided the letter with the further proof of income, BTW. There was an address issue on the tax transcripts however if they had requested the transcripts up do our submission of them on XX/XX/XXXX, this would not caused any delay, Also worth noting was on our Dash Board our transcripts had been under the \" COMPLETED AND VERIFIED '' tab since XX/XX/2019. \n\n\n\nAt this point but still homeless without connection to Wi-Fi, I received my TRID on XX/XX/2019 this this was the fourth and final close date with the date of XX/XX/2019 which is a 10 day past our original close date. During this time they were not in contact with me, my agent, the title company, unless we reached out to them. The loan did close and our first payment was due on XX/XX/XXXX we were told to do nothing until our first payment was due. Which did provide some stress relief ... we now had a home and could at last prove residency for our son 's school district with 3 whole days to spare ... he started school XX/XX/XXXX.\n\nThe 'Stress Relief ' didn't last long .... we started getting multiple phone calls asking us to sign a document, we were aware that there could be further documents that would pop up along the way but we were told that it would be nothing imperative to the loan itself. Upon further review of the situation we realized that the original document loan application 1003 was never signed. This meant that they had given us an FHA loan for {$300000.00} without the original document of the loan application even being signed. On XX/XX/2019 XXXX XXXX the senior banker at Quicken loans text me and asked us to sign document number 1003 and you have it sent back as soon as possible. Upon further review of the document we realized they were asking us to sign a backdated document I decided to look further in to the issue as the experience prior with Quicken Loans was not, repeatable, reliable, and seemed completely inappropriate and very \" sketchy ''. Then on XXXX XXXX XXXX sent a message offering and I quote we will send you {$50.00} if you can go ahead and get this taken care of and signed '' but we were still not comfortable signing it as it was backdated and we knew that that was not something that was usually done in any of our previous loan experience, we did seek counsel on this issue and were advised to not sign a backdated document, & we did pay our first mortgage payment due on XX/XX/XXXX of 2019. I would like this incident reviewed because I feel like there has been many violations through this long process. They continued to ask us to sign the Uniform Residential Loan Application, while still back dated with now additionally offering us {$200.00} to sign  it! This again did not feel right and I continued to look into advice on how to handle the situation, finally being referred to the CFPB. \n\n\n\nThe stress both mentally and financially that was put upon our family through this process has been indescribably damaging. I've only waited this long to make the complaint because I needed to know who to complain to, my wife has been under stress ever sense and once we closed it was only three days that we had to get our son into school, establish his residency, move into a house, while making sure that none of our identity had been compromised through the information that was leaked on an email thread. We had bank accounts we had to close, and again we were at that point completely overwhelmed. \n\n\n\nThe emotional side of buying a house and relocating two hours away from your hometown was stressful enough but the situation that Quicken loans put us in was beyond hard and completely unnecessary. Unfortunately, this has led to my wife to suffer from XXXX and being emotionally overwhelmed to the point of seeking help from her doctor just because it was so emotionally and financially traumatic for our family. \n\n\n\nWe hope that in this complaint we can save people who use this company from having to experience what we went through and the main take away was our financial information was shared down to account numbers and balances of our bank accounts as well as very confidential information about very personal life experiences such as my divorce. Also to be noted XXXX XXXX had told us that they had a relocation partnership with my husband 's company we have now realized that was completely untrue. We also were never told that by locking in our interest rate of 3.99 % what it cost us a XXXX additional dollars on a closing statement we also have it in our records that we had provided them with our tax information upon the initial completion of our loan application in the beginning of XX/XX/2019 so to not start the tax transcript request until 10 days before close is certainly unacceptable. This is especially frustrating as on our Quicken Loans Dashboard it had provided a notification that our tax documents were COMPLETED AND VERIFIED as of XX/XX/XXXX in the early stages of our loan application. \n\n\n\nWe feel that they also were trying to by time by saying they needed additional documentation from us, to prolong the loan process because of not requesting tax documents until 10 days prior to close. The documents they requested were not significant enough to hold up the loan process we later found out from our loan processor XXXX XXXX. \n\n\n\nThey were making request of of insignificant documents after we were assured several times that we didn't need to provide any further documentation. They also at one point were were blaming the seller of our new home purchase, saying they had a title issue, and no further documents were needed on our end of this transaction. This was also untrue. \n\n\n\nIn fact, the tax transcripts did not arrive in time to meet our 4th closing date, so because we were W-2 filers they went ahead and sent us a clear to close. We believe this only happened because we made them aware that we had begun the mortgage application with a different mortgage lender, which was true and we can provide proof if its needed. \n\n\n\nAgain this was a nightmare both emotionally and financially as we had additional expenses from XXXX, our cell phones, when we were not at a location with free wifi, also fees of needing a place to stay while waiting to close. \nPlease feel free to request any additional information that you may need or any additional documentation that you may need to look further into our complaint by email at XXXX. Or by personal phone call at XXXX. There is so much more to the story that we could include proof and documentation of if needed. Thank you for your time and providing a safe place for us to share our story and to hopefully try to hold someone accountable. We sincerely hope this complaint makes it possible for this not to happen to anyone else in the future who wants to do business with Quicken loans. I hope its clear that we would not advice anyone to use Quicken Loans and that it is emotionally and financially risky. This was our 4th mortgage loan and although the other home purchases came with some stress, Quicken Loans takes the cake! We have never had this type of experience with past lenders and we are aware that it didn't have to go this way for us and it doesn't have to like this for anyone else in the future. \nWith the incident of our main personal checking account being compromised, a CFPB violation. The RESPA violation by asking us to sign a back dated document. Then offering us money to sign the backdated document. The private details of my past divorce information being leaked on a email thread. Not to mention the emotional and financial hardship put upon our family, and is still taking a Financial tole on our family we try to catch up from the additional cost of the situation we were put in, WE would like to request full forgiveness of the loan. We now know the true meaning of pain and suffering in regard to it being a legal term. We can only look to the future with positive eyes but the road to that outlook has not been easy, especially for my wife who suffered emotional stress to the point of being diagnosed with XXXX. She is on a road to recovery, with the help of her Dr . But Again this was also another instance of the financial hardship we faced. We don't ask forgiveness of the loan to be greedy but only to financially catch up, have restitution, and financial recovery.","date_sent_to_company":"2020-02-10T00:22:59.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"64081","tags":null,"has_narrative":true,"complaint_id":"3525930","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2020-02-09T23:58:25.000Z","state":"MO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We then contacted our bank who was the lender on our three previous <em>mortgages</em> to get the title <em>closing</em> information to Quicken by XXXX XXXX  that day. We personally made sure this was done not Quicken loans."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["Rocket <em>Mortgage</em>, LLC"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[13.457744,"3525930"]},{"_index":"complaint-public-v1","_id":"3562520","_score":12.933571,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX My husband received an email from his nonprofit XXXX XXXX announcing their partnership with Princeton Mortgage ( NMLS # XXXX ) exclusively with Team Leader/Loan Originator XXXX XXXX ( NMLS # XXXX ). Princeton Mortgage was offering special rates for XX/XX/XXXX XXXX  personal on  mortgages and refinances. \nAt the end of XX/XX/XXXX, I contacted XXXX for information on refinancing my primary residence. We had refinanced back in XX/XX/XXXX, but XXXX said he could beat my current rate of 3.875 % with 3.375 % for a 30 year fixed rate. I asked how he was able to get such a low rate and if points were involved. He said no points and Princeton Mortgage likes to take care of XX/XX/XXXX XXXX. I also inquired about closing costs which he responded ( email dated XX/XX/XXXX ) {$990.00} plus appraisal and title. Only thing out of pocket is appraisal. I asked if we could use the appraisal from XX/XX/XXXX, but he said a new one would be required. \nWe continued to exchange emails and had many phone conversations. I asked multiple times what the principal and interest payment would be with the 3.375 % rate however, he would never respond with this information in an email. Rather he would call and verbally disclose numbers, but would always follow-up with that an exact amount would not be known until right before closing- everything quoted was an estimate. I also mentioned we had a rental property that was purchased at the height of the market and since has been under water in addition to a town wide reassessment. He said that we should proceed with both properties. Worst case the rental does not appraise, he would reimburse our credit card for the appraisal fee. He said, Ok I am going to save you a ton lol! ( Emailed dated XX/XX/XXXX ). \nWe decide to proceed with refinance of our primary residence and rental property. On XX/XX/XXXX, we received the appraisals- our primary came in $ XXXX less than our XX/XX/XXXX appraisal and the rental came in $ XXXX to qualify for the refinance. I immediately called XXXX and expressed my concerns, as it was not possible for our property to have depreciated $ XXXX within 7 months with a booming housing market and economy. XXXX agreed and explained that I could appeal the appraisal, which we did on XX/XX/XXXX. \nOn XX/XX/XXXX, I sent another email regarding the appeal and a follow-up email on XX/XX/XXXX, which upon he responded, Havent heard calling them now. ( Email dated XX/XX/XXXX ). I followed-up with XXXX on XX/XX/XXXX asking if the deal was dead and he replied, Deal not dead. Please give me some. I am trying to get done for you. ( Email dated XX/XX/XXXX ). We had a brief conversation on Thursday, XX/XX/XXXX at XXXX ET and he asked to call me back in 30 minutes. XXXX never called and I followed-up with an email on XX/XX/XXXX asking for an update and he replied he would call me that day. He never called and another follow-up email was sent on XX/XX/XXXX. He called and said that he did not respond because he was away on business and training new employees. I explained that I too work in the XXXX XXXX industry however ; his lack of communication and professionalism is unacceptable. If he did not have an answer or whatever the case may be, a simple reply would have been acceptable. \nAt this point, XXXX was still working on the numbers. I was starting to get suspicious as to why he did not have the numbers. Never before have I worked with a loan officer that could not provide me the principal and interest payment almost immediately. Please refer to XXXX email dated XX/XX/XXXX. On XX/XX/XXXX, I followed up asking if he thinks he would have the numbers by Monday, XX/XX/XXXX and he said yes. On XX/XX/XXXX, he emailed me that refinancing XXXX would require me to bring $ XXXX closing. He offered to raise the interest rate on my primary to 3.5 % and give us {$6000.00} towards the investment property. As for the primary residence, the interest rate would be 3.375 fixed for 30 years. He ended his email by saying, The 10 year bond is lower today and I can possibly get you 3.25 will know that at XXXX ( email dated XX/XX/XXXX ). We spoke at XXXX and XXXX confirmed he locked us in at 3.25 % 30 year fixed. \nI replied that same day that we will proceed with the primary residence refinance and that we will revisit the rental property in 6 months. I asked if he needed my credit card to reimburse the {$500.00} appraisal fee. I ended my email by asking to please send the new mortgage payment including taxes escrowed ( email dated XX/XX/XXXX ). I never received a response, so I sent follow-up emails on XX/XX/XXXX and XXXX, XXXX. He finally replied on XX/XX/XXXX and followed-up by a phone call to go over the payments. He said that our payment including escrow would be {$3900.00} with P & I   {$2500.00}. I said that does not make any sense- why would I refinance to only save $ XXXX/mo. At this point, my level of concern hit an all-time high. We are scheduled to close in 4 days and he still can not give us a concrete monthly mortgage payment. I explained that this still does not make sense because I did my own due diligence- I was quoted 3.375 % 30 year fixed from another bank for a P & I payment of {$2500.00}. How is the one point higher rate {$23.00} less than his P & I payment? Again, he did not have an answer and asked to call me back so he could work on the numbers. He came back with a monthly payment including escrow of {$3900.00}. He also said he would give us a $ XXXX closing cost credit for all the aggravation. I just assumed this would reduce the money we would have to use for escrow since the closing costs he quoted in XXXX were minimal. \nOn XX/XX/XXXX, we received the electronic loan disclosures to prepare for our closing scheduled on Saturday, XX/XX/XXXX at XXXX. Upon reviewing, I was alarmed by the following : 1. The closing costs were {$21000.00} 2. The $ XXXX credit and {$550.00} appraisal reimbursement was missing 3. The monthly payment was {$3900.00} 4. Points were included in the rate I asked XXXX to advice and he said he would call me later that day. Upon leaving work, I still had not received a call back. I contacted XXXX XXXX who was the senior loan processor I had been working with throughout this process. I expressed my above concerns and told her to cancel the closing. I also requested for XXXX manager to call me and refund us the two appraisal fees ( {$470.00} and {$550.00} ) as we never would have proceeded with Princeton Mortgage if we knew points were being charged to obtain the lower rate. I also followed up with an email to XXXX dated XX/XX/XXXX. About 30 minutes later, I received a phone call from XXXX. He was aggressive, nasty and condescending. He implied that I was stupid and I was well aware of points all along. I explained that I work in XXXX  and he is just mad because I read the disclosures and figured out his scam. I told him he was unethical for not disclosing the points and charging over $ 21k   in closing costs. I said no one would ever consider doing something like this because it is financially not perceptive. Why would anyone want to add on an additional $ XXXX on his or her principal amount? He got quiet, apologized and said that he wanted to make it right. He said he would honor the rate with no points and would reduce the closing costs. I said you are too late- you are only doing this because you were caught. He asked me to think about it and said he would follow-up with me the next day ( he did not ). I ended the call with please have your supervisor call me. \nOn Thursday, XX/XX/XXXX, I received a call from XXXX XXXX who identified himself as XXXX manager. I explained what happened, requested the refund of appraisal fees and he asked that I send him copies of the email correspondence which I did on XX/XX/XXXX. XXXX responded that he could reduce the fees by {$7400.00} with a monthly escrow payment of {$3900.00} ( email dated XX/XX/XXXX ). I replied to XXXX on XX/XX/XXXX that my husband and I did not feel comfortable moving forward with Princeton Mortgage and to please refund the appraisal fees. XXXX never responded. \nOn Tuesday, XX/XX/XXXX, I received an email from XXXX XXXX ( NMLS # XXXX ), Sales Support, and Manager. I  immediately called him, as I was very confused to his role. He said that he was XXXX manager and XXXX XXXX was just his team member. I explained everything to XXXX. He was very empathetic and agreed this was a horrible experience. He offered to close the loan, he would be our direct contact and XXXX would be removed from the file. He said he would reduce closing costs, honor the rate with no points, and would only charge {$500.00} in commission because his branch manager would be livid if he knew what happened. He said you know we need to make something off this refi. He also said that XXXX started this partnership with my husbands nonprofit XXXX XXXX in late XXXX. He said it has brought in 25-30 closings/month from its members and it would be detrimental if we contacted them about our incident. He said we were the first complaint received. My response was, that is probably because I am the only person that took the time to read the disclosures before electronically signing off. He asked that I speak with my husband in hopes we would reconsider. I explained that he is not going to change his mind however, I will speak with him. I ended the conversation that in the meantime he should start speaking to his branch manager on the refund of the appraisals. He said that was going to be a sore subject because the appraisal company is a third party. I said that is not my problem. XXXX, Princeton Mortgage, you or all of you should make it right. Perhaps even if that means coming out of pocket for the pain and suffering we endured over the past few months. He said he would work on it. On Tuesday, XX/XX/XXXX, I sent a follow-up email to XXXX asking for an update. He replied almost instantly and I responded a few minutes later- please reference email dated XX/XX/XXXX at XXXX for complete details. I received a response late afternoon, which included his National Sales Director, XXXX XXXX. He said, After going thru the loans in detail and speaking with everyone involved it has been determined that due to your house under appraising the loans didnt make as much sense as once thought. Since you were a XXXX member, we made an additional pricing concession on the primary loan to make it make sense for you and your Husband. You decided to not move forward and unfortunately, we will not be able to refund the cost of the appraisals. As a company, we did what was necessary to make it right by you people. I am sorry it had to end this way and wish you the best of luck. I have CCd our National Sales Director, XXXX XXXX on this email as he is aware of the situation. ( Email dated XX/XX/XXXX ). I responded stating that XXXX was unethical with his lack of communicating points were being used to obtain the rate and also was negligence on not disclosing the closing costs which were upwards of $ 21k. We disputed the appraisal and XXXX never mentioned that Princeton Mortgage was making an exception. It was our understanding the appraisal dispute was approved. I also included copies of the emails for their reference. Please refer to email dated XX/XX/XXXX at XXXX. \nTo date, we have not received a response. In addition, to submitting a complaint with the Consumer Financial Protection Bureau, we have also spoken the XXXX XXXX New Jersey State Delegate and have left a message for the National President. We  will also be filing a complaint with the XXXX. \nIn order to resolve this matter, we are asking Princeton Mortgage to refund us {$1000.00} for the appraisal fees on our primary residence and rental property. \nThank you.","date_sent_to_company":"2020-03-13T14:27:28.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"085XX","tags":null,"has_narrative":true,"complaint_id":"3562520","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Richard A. Weidel Corporation","date_received":"2020-03-11T18:16:53.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["At this <em>point</em>, my level of concern hit an all-time high. We are scheduled to <em>close</em> in 4 days and he still can not give us a concrete monthly <em>mortgage</em> payment. I explained that this still does not make sense because I did my own due diligence- I was quoted 3.375 % 30 year fixed from another bank for a P & I payment of {$2500.00}. How is the one <em>point</em> higher rate {$23.00} less than his P & I payment? Again, he did not have an answer and asked to call me back so he could work on the numbers."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[12.933571,"3562520"]},{"_index":"complaint-public-v1","_id":"2875625","_score":12.553275,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/XXXX, Wells Fargo recorded a lien for $ XXXX, for our original HELOC. About 6 months later, our limit was raised to $ XXXX. The original lien for $ XXXX had never been removed. \nI am a XXXX person, and my condition has worsened in the last six months to the point that I am no longer safe in my current home. We put our house on the market, and took the first bid, so we could quickly get out of here, and move to a place that accommodates my limitations. \n\nOn Wednesday, XX/XX/XXXX, I was informed that a title search showed both the $ XXXX and the $ XXXX liens. Immediately I remembered what had happened, and contacted the Wells Fargo Equity Department, and explained the situation, and asked that the lien be removed so we can sell our home with a closing planned for XX/XX/XXXX. I was told that it needed to be researched, but that the request would be escalated because of the timeline. \n\nOn Tuesday, XX/XX/XXXX, XXXX XXXX of XXXX XXXX XXXX contacted the Equity Department of Wells Fargo asking for an update, and was told it was being worked on. \n\nOn WednesdayXX/XX/XXXX, I called, and spoke with XXXX in the Equity Department, and he said that the request to remove the lien was at the highest level of urgency, and that I should have an answer yet that day. He gave me a case Service Call Request # XXXX, On Thursday, XX/XX/XXXX8, no action was taken to remove the lien. The title company escalated to request action from Wells Fargo. I received a call from someone, whose name I did not get, who was an executive from Wells Fargo. He asked what was going on, and what the problem was. I was told that he could not transfer me, as he called me, but instead gave me the number to the department to contact for the request to be escalated. \n\nOn Thursday XX/XX/XXXX, I called XXXX XXXX and spoke with XXXX XXXX, an Executive Resolution Specialist in the Customer Care and Recovery Group of Wells Fargo. I explained that I was told to call that number by an executive, and to escalate the case. Most everything I said was questioned. \" You said you have been working on it for a week, but you called yesterday. '' I explained that I did not get the name of the person whom I originally spoke with on XX/XX/XXXX, as I expected they would do what they said that they would do. I was asked, \" You said you escalated to our department, but there is no XXXX here. '' I explained that someone \" an executive '' had called me and gave me the number to his department. And, that XXXX was the third person I had spoken with in the Equity Department. ( It should be noted that I am XXXX from an injury that damaged all the XXXX in my XXXX  XXXX and I live in constant severe pain, and have learned to adapt to my limitations. One of the problems with having so much pain is short term XXXX  XXXX. So, as I type 100 WPM, I type conversations so I can return to them for review to help me remember. ) There came a point in the conversation when I felt I was being made fun of because I couldn't remember the word \" equity ''. When I get agitated/angry, my pain level increases significantly, and I 'forget ' words. I became angry and started yelling and cursing. I have not done that to anyone in over 20 years. I felt my inability to remember the word equity, was being mocked. I told him I couldn't remember the word, and asked what is the department name that has our loan. He said nothing. I asked him to help me figure out the word. He said nothing. My husband heard the entire call and was extremely angry, and reminded me the word was equity for the Equity Department. XXXX requested a copy of the lien from XXXX XXXX XXXX, and that if XXXX XXXX called him, he would work with here to get it resolved. \n\nXXXX XXXX of XXXX XXXX XXXX had sent a copy of the proof of the lien to XXXX, and did not receive a call back, and could not talk to him when she called. On Friday XX/XX/XXXX I could not reach XXXX, and spoke with XXXX XXXX, telling her that I did not want to speak with XXXX, and asking her if she could fax the lien release to XXXX XXXX of XXXX XXXX XXXX. XXXX was very professional and helpful. There seemed to be a problem with the fax machine, so XXXX emailed the proof of the lien to her. XXXX told me that the case had been assigned to XXXX and that I needed to follow up with him. \n\nOn Friday,XX/XX/XXXX, my husband, XXXX XXXX, called and spoke with XXXX asking for an update. Which was waiting for the research to be done. My husband told XXXX that he had heard the discussion, and that he did not appreciate how he had treated me. My husband stated that he would 'allow ' XXXX XXXX speak with me, but he had better do so with the utmost respect. XXXX apologized that he did not provide the level of customer service that had been expected. \n\nOn Friday, XX/XX/XXXX, I spoke with XXXX. He explained that he had escalated the request. XXXX said it was too bad that the request had not been escalated earlier. He was also apologetic, and gave the impression that he was trying to help. \n\nOn Monday, XX/XX/XXXX, the day we should have closed on our home, and bought our new home and move in, I left a voicemail on XXXX 's phone expressing my sadness about the situation, and that I was concerned I was going to lose the ability to purchase the home we are moving to. My condition has worsened over the last six months, and I am no longer safe to be alone in my home. We had to move to accommodate my limitations. \n\nI have spoken with XXXX every day this week. He has been professional and courteous the entire week. On Tuesday,XX/XX/XXXX, research determined that the lien needed to be removed. XXXX wrote a letter to us and to the title company stating that the lien was going to be removed. \n\nBecause so much time had past since the buyer 's title company had told us of the lien, and prior problems with Wells Fargo and lien release requests being done incorrectly, they asked for a copy of the lien release request, to verify that it was correct. They expressed their suspicion that a request to remove the lien had not been done. \n\nFrom XX/XX/XXXX to XX/XX/XXXX XXXX XXXX XXXX and I requested a copy of the lien. \n\nOn Thursday, XX/XX/XXXX I called and tried to reach XXXX, but he was not available, so I asked to speak with his boss, XXXX XXXX. I spoke with XXXX, and was told that it was not possible to get a copy of the submitted lien, and that it had been submitted electronically. As a former XXXX expert, I knew that this was not true. an original and/or copy would be filed for Wells Fargo 's records. And, anything sent electronically would have an original 'copy ' of the request, and that it could be sent by email, fax, or printed and scanned or mailed. \n\nOn Friday, XX/XX/XXXX I again spoke with XXXX XXXX and was told that we would just have to wait for the lien release to be recorded. \n\nOn Friday XX/XX/XXXX, XXXX XXXX called me and stated that he checked and that it wasn't possible to get a copy of the submitted lien releases. I explained to him how and why that was not true. I also stated my frustration that Wells Fargo did not act in a timely manner to being notified of their mistake. XXXX was courteous, apologized, and stated that he had tried to call Hennepin County for a status, and could only leave a voicemail. I explained that the volume of people, banks and title companies the county serves is extremely high, and they are really too busy processing to spend time on the phone. XXXX said he would check the status every hour, and let me know when it was recorded even before letting the title company know. It was a nice albeit worthless gesture. \n\nAs it was the end of the day, and the lien had not been released, the title companies agreed to set a closing date for Wednesday, XX/XX/XXXX to givre XXXX County time to record the lien, and allow time to request additional information, or actions required by Wells Fargo. The lien was recorded at XXXX CST. I called trying to reach XXXX, XXXX, or anyone else in the department to whom I had spoken, but nobody was available at XXXX in California . \n\nI have gone above and beyond what any loyal customer should have done. I do not want to pay for the additional fees the buyer has incurred because of Wells Fargo 's mistake, and slow response. \n\nI wrote an email to XXXX XXXX, XXXX XXXX, and his boss, XXXX XXXX with the facts as listed here. Our buyers have incurred {$1300.00} because of it being passed the planned closing. They had to relock their interest rate as part of the cost listed. They are asking us to pay it, so we can close, as planned on XX/XX/XXXX.\n\nI want Wells Fargo to pay for the buyer 's additional fees. I have asked for this in the email I sent, but I am sure I will not receive any money. \n\nI also want Wells Fargo to pay for the additional costs we have incurred due to the closing being delayed. Primary home mortgage interest of {$400.00} ( {$50.00} for 8 days - the original mortgage pay off was throughXX/XX/10 ). {$23.00} for the HELOC. ( XXXX for 9 days ). And the additional {$400.00} for the additional monthly charge for storing our stuff. The total for these additional costs come to {$830.00}. In a court of law I would ask for more money to punish them for the pain and suffering we endured, and for humiliating/belittling a XXXX person.","date_sent_to_company":"2018-04-14T07:35:25.000Z","issue":"Closing on a mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"55303","tags":"Servicemember","has_narrative":true,"complaint_id":"2875625","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-04-14T01:42:17.000Z","state":"MN","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":["Primary home <em>mortgage</em> interest of {$400.00} ( {$50.00} for 8 days - the original <em>mortgage</em> pay off was throughXX/XX/10 ). {$23.00} for the HELOC. ( XXXX for 9 days ). And the additional {$400.00} for the additional monthly charge for storing our stuff. The total for these additional costs come to {$830.00}. In a court of law I would ask for more money to punish them for the <em>pain</em> and suffering we endured, and for humiliating/belittling a XXXX person."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"]},"sort":[12.553275,"2875625"]},{"_index":"complaint-public-v1","_id":"2652684","_score":11.506616,"_source":{"product":"Mortgage","complaint_what_happened":"To whom it may concern, Please accept this correspondence concerning my recent experience with XXXX XXXX ( XXXX # XXXX ) representing Land Home Financial Services as a local Area Manager in XXXX, FL. I am requesting a serious investigation to be done on this transaction that essentially left me and my minor child without a roof over our head ( homeless ) while violating Florida Statutes Chapter # 501 - Floridas Deceptive and Unfair Trade Practices Act ( FDUTPA ) sections .201-.213 and 95.11 ( 3 ) ( K ), Florida Statutes . Attached hereto you will find supporting documentation in form of emails ( additional text messages and emails available ) that prove that the above mentioned Land Home Financial Services ( LHFS ) representative has engaged in bait and switch, deceptive trade practices and breach of contract during this transaction that resulted in me losing my rental apartment that I was occupying and becoming homeless. I was lead to believe all along during this process that this loan will close. Also, enclosed you will find the receipts for the financial loss that I suffered due to this failed transaction. I would like to give you a description of how this transaction transpired and I am open to be contacted if any additional information or documentation is required for a full investigation to be launched. Please accept my apologies in advance for the lengthy explanation. \nBack in XX/XX/XXXX of this year I started looking on-line at different Real Estate properties. I was intending to buy a home for myself and my daughter in the near future. I came across a property on XXXX and entered my personal information which subsequently resulted in a call from a XXXX representative to further discuss my interests on that particular property. I advised the representative that I was not working with a Mortgage Broker or a Realtor at that time and she recommended XXXX XXXX with LHFS as one of their preferred lenders in the area. She stated that they have a very tight and in depth criteria when selecting a preferred broker since they recommend them to consumers. That put me at ease as I believed that I could trust their recommendation. I agreed to XXXX passing on my contact information to XXXX and shortly thereafter I received a call from him and our communication on obtaining a loan with LHFS started. On our 1st conversation we went over general and basic information needed such as income, debt, social security number, date of birth etc. and I was told that after my credit was pulled I will be in contact with him again to discuss the maximum amount on the loan approval, and some additional info if needed. Also, at that time I was told that LHFS actually offers a Government Grant Sapphire Grant that is not available to all lenders out on the market and his office is actually issuing that directly to me since I qualified for it based on my income and property value that I was looking for. I was pleasantly surprised by that because I was looking into an FHA mortgage loan and the 3 % -5 % Grant would help with down payment and closing costs. He also recommended to me a Realtor that he claimed to know for a long time and had been doing business with, XXXX XXXX. So far everything looked perfect and I was thrilled over the down payment assistance XXXX XXXX! Shortly thereafter I was copied in an email from XXXX that was addressed to XXXX and contained XXXX Pre-Approval Letters, XXXX for {$150000.00} and XXXX for {$200000.00} which explained the following : my initial pre-approval was XXXX and to go up to XXXX I was contingent to providing him with a document that the second vehicle that was showing on my credit report was not my vehicle and that I was not making the payments on it. At that point I provided XXXX with the second vehicle Sales Contract and he advised that we could start looking for properties up to XXXX or even a bit higher since we might be able to negotiate the sales price. In regards to my credit score, he advised that I was at XXXX and I needed to be at minimum XXXX or above by the time we find a property but that he was not concerned about me bringing my score up quickly because I only had XXXX credit cards that had a tad bit of higher than usual balance and I was planning to pay them off or down anyways. \nI found a suitable property located at XXXX XXXX XXXX XXXX XXXX FL, XXXX. Towards the end of XX/XX/XXXX I came across this townhouse and in working with XXXX ( Realtor ) we had a signed contract by end of the month. When the offer was placed on the property, XXXX was advised on the sales price, address and some additional info he requested about the property. At that time I was told that I NO LONGER qualify for the Sapphire Grant because this property is coming up over the maximum DTI for the grant. The asking price was {$180000.00} and we ended up in a contract for {$180000.00}. Quick reminder, I had a Pre-Approval Letter of XXXX for a property purchase. I was not told at any point in time fromXX/XX/XXXX till this property was under contract that a lot of other factors come into play that could throw your DTI off, like property taxes, HOA, Insurance etc. since they are all calculated into the monthly housing expenses. It was never mentioned that I should only look for properties up to X amount, add on the rest of the expenses, and then look at the DTI before choosing a property. As you can imagine, disappointment is an understatement at that point but I had no choice because I was already in a signed contract so I had to come up with the 3 % down payment. I was told that the rest of the closing costs will be wrapped into the loan. Bait and Switch is absolutely what this grant was to me at that point. The process to qualify for it was not properly explained and in contrary the XXXX Pre-Approval Letter does not specify anything else other then the fact that I can purchase a property for up to XXXX in value. Quite frankly, there was absolutely nothing special about me doing business with XXXX or LHFS other than this Grant that was promised to me at the beginning of our conversations since anyone within the mortgage industry can obtain an FHA loan. \nAfter the loan was submitted to the underwriting department I was contacted by XXXX and I was told that the second car loan, the one that I am not paying for and the one that I send him the Sales Contract on, will need to be refinanced out of my name. The reason for that is because it is still considered my debt since the payments on the car were not made by the new owner for at least 12 months. Quick reminder, the Sales Contract was given to XXXX in the beginning of our dealings inXX/XX/XXXX. The date on when the car was sold is recorded in the contract plus proof of payments was also given to him as well. Left with no other choice but to try to refinance the car, I tried every avenue possible to have that done and it just didnt work out. My credit cards were not an issue anymore because by then my credit cards balances were paid down and my credit score was into low XXXX. The problem was that the person that purchased the vehicle was not able to have it refinanced due to some credit issues on her end. XXXX was advised of the situation and kept informed along the way. He was also informed that I had to give my landlord 30 day notice for moving out and I knew that the rental apartment I was living it would rent quickly because of the price and location. I had multiple conversations with XXXX over this issue and even after all that, at no point in time did he advise me that this loan would not close, so the 30 day notice was given. He continued to push this through and continued to tell me, my realtor and the sellers realtor that this will be a closed deal at some point. \nWe ended up extending the contract because we could not close in time due to the fact that the second vehicle was not able to get refinanced. If XXXX would have been a knowledgeable broker he would have known from day one that 12 months of car payments is a requirement for that second vehicle not to be considered my debt. Three other lenders that I had spoken to afterwards, not including XXXX XXXX, who herself is a Branch Manager at a different LHFS location in the state of FL knew of that requirement. At that point, he advised that another option to have this loan done would be add a co-signer to the loan and I told him that the only person that I could use could be my mother. \nI told him that my mother has gotten her XXXX XXXX XXXX XXXX in XX/XX/XXXX. Also, that she was in XXXX ( my home country ) from XX/XX/XXXX until XX/XX/XXXX therefore she only has documented income in the form of a paycheck sinceXX/XX/XXXX to which XXXX responded that that will not be an issue. The issue that we were having with my mother was that she had no credit whatsoever here in the XXXX, and for that I had to add her to my credit cards as an authorized signer which I did. It took a few weeks for that to start reflecting with the credit reporting agencies but once she showed a credit score he added her to the loan, changed the FHA to a Conventional loan and we were back on track to close on this townhouse. \nThe contract got extended once again and we were working on the last conditions that came back from the underwriting department which I was told were minor and the majority were for them to meet. We were one week out from closing and XXXX left for a XXXX week vacation to XXXX leaving XXXX XXXX in charge to close my loan, along with a couple of other people in his own office. Not until XXXX got involved and spoke to the underwriting department, after all the remaining items were submitted, that I was told that this loan it will not close or better yet it shouldnt have been a loan from the beginning. Why? Because 1. I should have never been given a Pre-Approval letter for a loan considering that the second car that was under my name but for which the actual owner was making payments were not done for at least 12 months. 2. My mother would need to have 2 years of W2, 1099 or equivalent within XXXX in order for her to be added to a loan as a co-signer. \nUnfortunately, by that time I had already had to vacate the rental unit as of XX/XX/XXXX since a new tenant was coming in inXX/XX/XXXX. The seller agreed to allow me to move my 2 bedroom 2 bathroom apartment furniture and belongings into the townhouses garage because we were to close on the loan within the next few days. That was very kind of him to allow me to do that vs. moving all my stuff into a storage unit and then into the house once the loan closed. However, the scenario was not ideal because I had to throw out everything that I had in the fridge and freezer and some other food due to the fact that I was only allowed to use the garage, and I was concerned for rodents etc. \nTwo days because the closing date I was told by XXXX that this loan will not close. To make matters even worse, I was homeless with no roof over my head or my daughters which I am primary custodian for. The seller agreed to allow me to move my stuff out of the garage and into a storage unit on a Saturday so that I did not have to use another day of vacation from work. \nWe canceled the purchase contract and the seller agreed to return my escrow deposit simply because they realized that it was nothing that I had done to prevent this loan from closing, but it was actually XXXX incompetence and lies. So here I was 6 months later, working with a professional mortgage broker that has been in business for XXXX years with no place to call home, a minor child with me, all my personal and furniture in a storage unit, and living at the mercy of my friends in their house till I found another rental apartment. \nDuring this ordeal I did not receive XXXX email from XXXX while he was in XXXX, although he was very well aware that this deal fell through because he was copied in all email communications with XXXX. I reached out to LHFS corporate office in CA and I requested that an executive reach out to me, and later on I received a call from XXXX XXXX who advised that he is the VP of National Sales, and he will me handling this matter because he is part owner of the company and his interest to have it resolved. \nI provided XXXX with all the information for this transaction, and I expressed to him that I am out of pocket, at that time of probably XXXX plus, and at minimum I am looking into being compensated for that. He agreed that he will be looking into this matter further, he would discuss it with XXXX and, I agreed to forward him the invoices once I moved into a new rental apartment since I was still living with friends at that time. \nOn XX/XX/XXXX I received a phone call from XXXX and he advised that he is back in town and he is deeply sorry for what happened and for the situation, and stressed that he was sorry for what he put me and my daughter through. He also said that he has no control over what LHFS will be reimbursing me for, but for whatever money they will not, he will do it out of his personal money to make me whole. I told him, just like I told XXXX, that I will put all the invoices together and I will be forwarding that to them once I know for sure the move in situation. \nI was lucky enough to find an apartment in the same community that I lived in before, and at the same rental price, but I had to wait for the unit to be ready. OnXX/XX/XXXX I was finally able to move in after having no place to call home for XXXX days. \nAs soon as I was able to put all the invoices together I emailed XXXX and XXXX and I requested for the reimbursement check to be sent to me. I received one communication email after that from XXXX asking for us to find a time to speak to which I responded that he can reach me on my cell phone at any time. Not a word from anyone else after that! \nAs we stand right now, I am out of pocket {$2200.00} because of a FL licensed mortgage broker that has against the law used unfair and deceptive trade practices by lying to me all along and making me believe something that was completely false and misleading, lured me into doing business with his company by promising a grant that was never given to me. That is bait and switch. He also breached a verbal contract when he stated that he will repay me the financial loss that I suffered but never gave me my money back. This is without taking into account the stress, the time lost and the pain and suffering that I went through yet it appears that LHFS and XXXX believe to have absolutely no obligation towards me as a consumer. I am asking that you step in and hold LHFS and XXXX fully responsible and accountable for their actions and facilitate that I recover my financial loss at minimum. \n\nRespectfully, XXXX XXXX XXXXXXXXXXXX XXXX ( XXXX ) XXXX","date_sent_to_company":"2017-08-28T20:37:06.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"33417","tags":null,"has_narrative":true,"complaint_id":"2652684","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"LAND HOME FINANCIAL SERVICES","date_received":"2017-08-28T20:28:25.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["As you can imagine, disappointment is an understatement at that <em>point</em> but I had no choice because I was already in a signed contract so I had to come up with the 3 % down payment. I was told that the rest of the <em>closing</em> costs will be wrapped into the loan. Bait and Switch is absolutely what this grant was to me at that <em>point</em>."],"product":["<em>Mortgage</em>"],"issue":["Applying for a <em>mortgage</em> or refinancing an existing <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[11.506616,"2652684"]},{"_index":"complaint-public-v1","_id":"2587657","_score":11.171381,"_source":{"product":"Mortgage","complaint_what_happened":"We bought our house XX/XX/XXXX and America 's Servicing Company were who we worked with. We had the balloon payment for the first year, however, in XX/XX/XXXX they allowed us to do the loan modification on the main loan ( we had a first and second mortgage on the same home ). Since this process was literally so easy breezy, when we fell on hard times in XX/XX/XXXX, I assumed it would be a similar process. Boy was I wrong!!! My husband XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( we are from Texas ) and in XX/XX/XXXX the rain was coming for so long that it slowed everything down. If the plants close, then the jobs trickle for everyone in our area from there. So I called and explained the situation and was given a home preservation specialist. I immediately sent in required paperwork by my office fax machine. ( This was XX/XX/XXXX ) Kept waiting and waiting to hear anything. 2 weeks later was told papers were missing that they needed. Sent them again, all of them to cover my bases. Now ... .oh my specialist is out sick, but I can speak with you ... .never heard from that specialist ever again. Was assigned another. Papers were over 30 days old, have to resend. This went on and on and on until I was denied in XX/XX/XXXX. No idea why as I could never get a straight answer. So I appealed. I received papers in the mail XX/XX/XXXX saying my home would be sold in foreclosure the first Wednesday in XX/XX/XXXX ( At that time we were still under the appeal process because even though they denied it, it was n't released yet. So that meant not only did I receive a sale date from their lawyers office while still under the loan modification review, but because it had not been released from the appeals process, we could n't reapply for loan modification to stop the sale at that point ) I freaked out because the entire time wf employees assured me I had nothing to worry about. I sent in a plea for them to postpone the sale as I should be getting income tax in XX/XX/XXXX and could catch up on our notes. The extension was granted and sale was postponed until the first Wednesday in XX/XX/XXXX. Well would n't you know, our income tax got held up in XX/XX/XXXX so we just did n't have the funds. ( Now I have filed the exact same way, same job, same children, same address, phone number, absolutely SAME EVERYTHING for 13 years and have NEVER had a single issue, yet in XX/XX/XXXX I had to literally prove to the irs that my children were mine!! Which I did and got my refund in XX/XX/XXXX ... .funny how that worked out right??? ) Anyway, due to not having the money to pay, we made the mistake of filing bankruptcy which I do n't recommend to anyone. It is designed to get you outta debt by you eating pinto beans and rice 6 out of 7 days a week and not taking into consideration that the husbands checks were not in any way exactly the same week to week. Long story short, America servicing company ended up selling both loans to another company ( sls I believe or something to that tune anyway ) and we got tired of being bogged down by stress, worry, and being broke to pay bankruptcy and house note. Ours was not combined, only the back owed was put into bankruptcy payment, we still had to pay our normal payment on the house note also. We let it all go on XX/XX/XXXX. Best thing we have ever done!! No more of the drive by weirdos taking pictures of our kids in the yard, charging us everytime they came by whether they stopped or not, which started happening about every 3 weeks or so. Embarrassing us by talking to the neighbors and all, even so much as stopping our mail carrier to ask questions about us. We rented another home and just up and left!! Our property did not actually foreclose until the first Wednesday of XX/XX/XXXX. Yep you read that correct!! We have been out since last week of XXXX. I have no idea if the house sold and if it did, to who. It disgusts me to even drive to that town, more or less by that house that all 3 of my children grew up in. We now find out all of these class action lawsuits that we qualify for which quite frankly are a joke!! We more than likely should not have been allowed to finance that amount of a house in the first place back in XX/XX/XXXX. Neither of us made anywhere near enough to guarantee that note, not to mention, we literally paid {$0.00} in closing costs and neither did the seller. We are in the class action over the fees for inspection. I feel like we were also illegally lied to where the modification process went which in turn caused us to lose the only home my children ever knew just because we literally could n't pay the notes plus all the back fees and the penalties they kept tying to my account, while losing my paperwork, and assigning me new specialists everytime one would get close to helping us. This company has been a complete and total nightmare. I do not understand how Wells Fargo and it 's servicers are allowed to continue to do this repeatedly to millions of people and are barely slapped on the hand for it. We lost EVERYTHING because I was trying to do the right thing and get help before we got behind, and instead of helping, they literally had us in a corner. No other companies would touch our loan to try to refinance through them because we were being reported late on the mortgage while we sat thinking the modification would just go through so we could have peace of mind. I really hope something is done about this company and its illegal and unethical mortgage practices so others do not have to endure the pain and suffering we did while uprooting our children from the only home they had ever known! SHAME ON YOU WELLS FARGO!!","date_sent_to_company":"2017-07-27T18:14:05.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"776XX","tags":"Servicemember","has_narrative":true,"complaint_id":"2587657","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-07-27T17:45:31.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["No other companies would touch our loan to try to refinance through them because we were being reported late on the <em>mortgage</em> while we sat thinking the modification would just go through so we could have peace of mind. I really hope something is done <em>about</em> this company and its illegal and unethical <em>mortgage</em> practices so others do not have to endure the <em>pain</em> and suffering we did while uprooting our children from the only home they had ever known! SHAME ON YOU WELLS FARGO!!"],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[11.171381,"2587657"]},{"_index":"complaint-public-v1","_id":"3270569","_score":10.577951,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX we did an annual check of our credit rating with the three major credit bureaus. We have a first and second mortgage with XXXX XXXX XXXX. We have make regular payments on or before each due date for both the first and second mortgage. \nWhile reviewing the credit report, we were astonished to see that our first mortgage had been sold by XXXX XXXX XXXX to a company we had never heard of, Shellpoint. As we continued to read, Shellpoint had placed our account/home in foreclosure claiming we were late more than 180 days in payments. We have never received any notice of late payment nor had we been contacted within the 15-day federally mandated time frame that our mortgage had been sold and purchased ; neither Bank/Mortgage servicing company failed to follow federal banking guidelines/laws. The following information and timeline shows twice that Shellpoint has failed to work with us in a timely, open format and is stonewalling us in order to sell our home from under us. We did nothing wrong and are being victimized by XXXX XXXX XXXX and the Shellpoint mortgage servicing company. We have worked for over a year trying to correct this issue ( caused by the XXXX XXXX XXXX and Shellpoint ). This complaint will likely not stop the sale of our home out from under us, and it will result in litigation with both companies. \n\nXX/XX/XXXX we contacted XXXX XXXX XXXX concerning the missing payments. We were instructed to overnight bank statements showing the canceled checks of each mortgage payment that XXXX XXXX XXXX said we didn't send. \n\nOn XX/XX/XXXX we contacted Shellpoint for the first time. We were directed to XXXX XXXX as our point of contact. She confirmed that Shellpoint indeed had purchased the mortgage from XXXX XXXX XXXX and had no idea why we were in foreclosure status. She indicated an audit would need to take place taking up to 7 business days. \n\nOn XX/XX/XXXX we called XXXX XXXX XXXX and spoke with XXXX who stated our mortgage was paid and current but there were problems. She said she would send us a packet of paperwork that we needed to fill out and send back. \n\nOn XX/XX/XXXX we contacted Shellpoint and spoke with XXXX who indicated that the mortgage was purchased in foreclosure status. She requested information from XXXX XXXX XXXX and that she would contact us no later than XX/XX/XXXX. \n\nXX/XX/XXXX we contacted Shellpoint and spoke with XXXX who said paperwork arrived from XXXX XXXX XXXX but they needed an additional 72 hours to look it over. \n\nXX/XX/XXXX we received claim paperwork from XXXX XXXX XXXX, filled it out, added copies of check and bank statements. Due to the lateness of the day, the paperwork had to be mailed the next day. \n\nXX/XX/XXXX we called XXXX at XXXX XXXX XXXX who confirmed they received our paperwork and they she would look at the claim next week. \n\nXX/XX/XXXX. We contacted XXXX at Shellpoint who indicated they are still comparing their records to XXXX XXXX XXXX records. They asked for additional bank statements and duplicates. They will send us a form to fill out and return with our documents. \n\nXX/XX/XXXX. We contacted XXXX at XXXX XXXX XXXX for an update. She claimed she was still working on the issue. She stated that she should have things cleared up by the end of the coming week. \n\nXX/XX/XXXX We received a packet from Shellpoint. We signed papers, added duplicate copies of checks and bank statements and mailed the documents priority mail same day. \n\nXX/XX/XXXX we called XXXX at XXXX XXXX XXXX, they have no further information for us and said to call back Monday. \n\nXX/XX/XXXX we called XXXX at Shellpoint. She indicated the papers arrived and she is going over them and said to call next week. \n\nXX/XX/XXXX called XXXX XXXX XXXX. XXXX indicated we are not in foreclosure. She found the problem, she is crediting our payments onto our first mortgage. She will send a letter and documentation to Shellpiont to fix the loan status of foreclosure. \n\nXX/XX/XXXX called XXXX at Shellpoint, relayed the info from the conversation with XXXX at XXXX XXXX XXXX. XXXX told us to call back Thursday after she could be sure the letters and payments arrived. \n\nXX/XX/XXXX. Called XXXX at Shellpoint. She received a letter from XXXX XXXX XXXX and would review it with her supervisor. She told us to call Monday and confirm that our account would be credited with payments that had previously and erroneously been thought to be missing. \n\nXX/XX/XXXX. called XXXX at Shellpoint. She stated everything was fixed and back to normal. They would send out an updated payment voucher and we would be ready to go for the XX/XX/XXXX regular payment date. As stated previously, both XXXX XXXX XXXX and Shellpoint failed to notify us of the sale/purchase of the first mortgage. \n\nJumping ahead in the timeline, oddly enough, in XX/XX/XXXX we were notified our second mortgage with XXXX XXXX XXXX had ben sold to XXXX XXXX XXXX. We were notified by both companies the second mortgage had been sold/purchased. Why didn't this happen with our first mortgage? The non-notification by both XXXX XXXX XXXX and Shellpoint is what caused a significant portion of the current issue. However, the problem was not even close to being solved! \n\nOn XX/XX/XXXX we discovered foreclosure papers from the city & county we live in stating our home will be sold XX/XX/XXXX. We instinctively called Shellpoint and spoke to XXXX. She claimed to take down our information/complaint. She told us she had some intake questions about income and household bills. She told us that the only way to stop the sale of the home was to go through loan mitigation. We filed a form 4506T, sent a current pay stubs, second mortgage company info etc. All forms were to be signed and dated and uploaded to the Shellpoint website. This was all the help she offered. \n\nXX/XX/XXXX we contacted Shellpoint who indicated they had received a request for modification but that the forms were inaccurately filled out. She said they needed a physical signature, signed and dated and needed 30 days proof of income from both occupants of the home. XXXX stated she had issues formatting some of the documents, we don't know what that means. \n\nXX/XX/XXXX XXXX we contacted Shellpoint who indicated that they only received the 4506T and Dodd-Frank certification form. They claimed there are additional forms missing. XXXX did not provide the address of where the documents were to be sent nor did she provide information as to how Shellpoint wanted the information XX/XX/XXXX XXXX we contacted Shellpoint asking where to send the documents. We were then told Shellplint Mortgage Servicing XXXX XXXX XXXX XXXX, SC XXXX. All requested documents were sent overnight mail. \n\nXX/XX/XXXX. Called Shellpoint who confirmed the documents were at their local post office waiting to be picked up. \n\nXX/XX/XXXX XXXX indicated it would take 48 hours to upload the documents into Shellpoint 's system. \n\nXX/XX/XXXX called Shellpoint who indicated there were minor errors in the document that needed to be fixed and then sent overnight mail. \n\nXX/XX/XXXX called Shellpoint only to get voicemail. Contacted them via email. They stated that they needed hardship papers to be sent. Over the next 8 days we tried to contact Shellpoint via telephone and had no luck. We emailed and got sporadic responses. \n\nXX/XX/XXXX. We were notified by Shellpoint that our case is sitting at underwriting. With less than 3 days to the sale of our home, I have zero confidence that Shellpoint will come through and correct the problem they created. At this point I am nearly resigned to the fact that although we have not missed a payment AND CAN PROVE IT, we'll still lose our home that we've been in for almost 14 years. We want to sue both XXXX XXXX XXXX and Shellpoint for negligence, communications fraud, pain, suffering and harm to our credit for their failure to follow banking laws and guidelines.","date_sent_to_company":"2019-06-11T05:39:34.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"84074","tags":null,"has_narrative":true,"complaint_id":"3270569","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2019-06-11T00:03:30.000Z","state":"UT","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["At this <em>point</em> I am nearly resigned to the fact that although we have not missed a payment AND CAN PROVE IT, we'll still lose our home that we've been in for almost 14 years. We want to sue both XXXX XXXX XXXX and Shellpoint for negligence, communications fraud, <em>pain</em>, suffering and harm to our credit for their failure to follow banking laws and guidelines."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[10.577951,"3270569"]},{"_index":"complaint-public-v1","_id":"2670700","_score":10.232978,"_source":{"product":"Mortgage","complaint_what_happened":"My complaint is against Wells Fargo and their predatory and abusive lending practices, which has brought an extreme amount of financial hardship and financial depression, as well as a severe amount of mental anguish to me and my family. This complaint began a long time ago ; however, I was very unaware of what was being done with my lending account ( s ) with by Wells Fargo and the unfair lending practices that they were employing. In my opinion, they are in clear violation of the Unfair, Deceptive and Abusive Acts or Practices Act ( UDAAP ). In addition, I strongly feel now that I look back at the entire chain of events that the lender and the bank engaged in sales practices that were used in order for the lender to maximize their sales incentives and commission for the transaction ( s ) that they performed with me, while not explaining anything on my part. Lending is not my expertise and I feel that it is the responsibility of the lender and the bank to financially educate their consumers on the specific types of transactions they are performing with them and what financial affect they may have in the future. \nThis began in XXXX of XXXX, I was dealing with XXXX XXXX, a home mortgage consultant at Wells Fargo. She was from the office in XXXX NY, XXXX XXXX  XXXX XXXX, XXXX XXXX phone # XXXX. I have also never once met her in person. This loan was a re-finance mortgage on XXXX XXXX XXXX XXXX in XXXX NY to lower the interest rate. The loan number was XXXX and the amount was {$180000.00} at a rate of 6 %. All of which was obtained based on a no income check. We also applied for a home equity line of credit in the amount of {$50000.00}. The loan number for that was XXXX. This was the beginning of many very bad financial choices that XXXX XXXX and Wells Fargo were all too eager to allow to happen. All of this was done based on my salary of {$25000.00} and my wifes of {$16000.00}. We continued paying our mortgage and as I see now just getting by. In XXXX of XX/XX/XXXXand having a second child and some extended family living with us to help make ends meet, we looked for a bigger home. We found a home we loved in XXXX NY, XXXX XXXX XXXX ; however, the price of the home was over {$600000.00}. We again contacted XXXX XXXX at Wells Fargo who over the phone only and based on an income of {$36000.00}, agreed that we would be approved and would be able to handle the payments. See attached files for loan and conditions. We still owned the property at XXXX XXXX XXXX XXXX in XXXX and was given a second home mortgage for XXXX XXXX XXXX in XXXX NY, for which XXXX XXXX was aware. Also attached is the loan application which is completely falsified by XXXX XXXX and Wells Fargo, claiming we had {$81000.00} in assets but failing to mention that {$56000.00} of those assets was the balance of the home equity line of credit, for which I unfortunately did not educated on and was told to include those numbers for the application. The balance of which was no beyond the original {$50000.00} and now at {$76000.00} along with our mortgage amount of {$180000.00}. This was all based on an imaginary monthly income of {$9100.00} as stated on the loan papers attached and my tax returns for XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX. The yearly income noted by Wells Fargo was {$100000.00} which was a quite a bit off from the amount I filed for my taxes of {$36000.00} for that year. But being nave and young and being assured by XXXX XXXX that the interest only payment wouldnt be much more and was the best option for me, again not educating me as the consumer, the financial affect and what would be financially expected of me in the future. We Went from a mortgage payment of {$2400.00} to {$3800.00}, all of which we did not fully understand the ramifications of the future in doing so. We closed on the XXXX home XX/XX/XXXX, even though we still owned the home in XXXX. XXXX XXXX had supplied us with bridge loans and mortgages that made my head spin and Im not sure I still even understand, but again was assured by her that everything would be OK when the XXXX home was sold. Also attached are the papers from that closing, I still do not understand them. But we paid off two lines of credit one was # XXXX in the amount of {$77000.00}, the second was # XXXX in the amount of {$76000.00} and the mortgage amount of XXXX. We now had our larger home and an interest only mortgage for the first 10 years and XXXX XXXX persuaded us to switch to a conventional mortgage after about 5 or 6 years when the rates were more favorable without, again, educating us on this type of mortgage, and she assured us it was in our best interest. So we once again just got by financially, paying the mortgage. As taxes increased, we were forced to rent out our basement to try and make ends meet. In an effort to make things easier we thought wed expand the home and put a large apartment on the second floor and we once again called XXXX XXXX who had us approved us for a second mortgage on our new home by XX/XX/XXXX for an additional {$110000.00} for home improvements, assuring us with our income that we could make these payments. This was a fixed rate loan # XXXX. All this with a tax return showing {$25000.00} in XX/XX/XXXXand {$32000.00} in XXXX. After taking the second mortgage, we felt the effects of all the predatory and abusive and unfair lending practices by Wells Fargo, and we began slowly drowning in interest only payments. To get ourselves out of the obvious bad loan decisions we had allowed XXXX XXXX and Wells Fargo to practically force us into, we immediately gave back whatever was left of the original {$110000.00} second mortgage and had called XXXX XXXX to have our interest only loan changed to a conventional mortgage so we could actually begin paying principal instead of just interest, as we had been doing. It was then that we realized how badly XXXX XXXX and Wells Fargo had advised and not educated us for all of these years. After being lent a first mortgage, two lines of credit, and a second montage, all totaling in excess of {>= $1,000,000}, we could not get refinanced for our interest only mortgage of {$420000.00} and the remaining balance of the second mortgage. All of this while showing the highest tax returns from XX/XX/XXXX-XX/XX/XXXX an average of around {$50000.00}. We had begun a vicious cycle of faxing in paperwork weekly always being told that we were missing something additional. We were given multiple options of government help from Wells Fargo ; however, we never qualified due to some missing paperwork that we again, were not provided any direction on from XXXX XXXX. This began on XX/XX/XXXX, XXXX XXXX was no longer available and we dealt with XXXX XXXX from Wells Fargo. She had advised us that we were at a deficit for our monthly payments and advised us to lower our outgoing monthly expenses. We tried hopelessly to do so to get qualified for a lower rate conventional mortgage from Wells Fargo. After faxing over 100 pages a week for months ( all of which had to be dated for the day being faxed ) we were denied from XXXX XXXX. So, XXXX XXXX advised us to declare bankruptcy. Once again, we followed what Wells Fargo said in an effort to save our home. We filed for bankruptcy in XXXX. We now began faxing paperwork weekly to XXXX XXXX and Wells Fargo for another year. We also stopped paying our mortgage because XXXX XXXX of Wells Fargo advised us that we could not qualify for any government programs if our mortgage was up to date. Of course, we were never approved for anything from Wells Fargo after being advised by them to stop making payments in order to get approved. So we retained a lawyer to try to help us get approved. This went on for the next two years and were once again denied by Wells Fargo. We received a notice that Wells Fargo was now going to proceed to foreclose on the home and, once again, hired a lawyer for help. After 7 months in court, he advised us that there was nothing he could do due to all the bad choices and transactions performed between Wells Fargo and us, all of which was basically pushed on us, as we were assured by the two Wells Fargo lending representatives mentioned above that we would be approved and able to afford the payments. We were then at this point informed that if we were lucky, we would have another 6 months in the home. I ask you what is lucky about that? Me and my wife, along with my XXXX children, have given everything to Wells Fargo, who we strongly feel that we were completely taken advantage of and every place we turn there is no help for those who want to pay their home mortgage. All I ever asked of them was to reset my mortgage to the current interest rate and let me make the payments. I have met every requirement that the XXXX XXXX and XXXX XXXX had advised us on and was still denied by Wells Fargo. Shortly, me and my family will be left homeless and with all of the years of paying Wells Fargo not only this interest only mortgage, but the previous loans I paid off and in good standing ( until we were advised by XXXX XXXX to not make payments in order to be approved for government assistance ) have all been in vain and I am left with nothing after close to 20 years of paying them. I have 2 apartments in my home and me and my wife both work, but yet Wells Fargo has denied us a loan which they previously approved via a phone call with zero proof, all of which, I feel, were to make their sales incentive goals and commissions. These methods in which they employ are not UNFAIR, DECEPTIVE, ABUSIVE, and PREDATORY and are in very clear violation of many, if not every law/regulation written regarding this. Is there no accountability on the part of Wells Fargo? Why did Wells Fargo not offer a modification to attempt to assist us throughout this whole process while we constantly contacted the two representatives to discuss? For all the pain and suffering they have and will continue to put my family through in the coming years? My children are embedded in this community and have friends in school and now I must tell them that because Wells Fargo lent us out of surviving financially, we will have nowhere to live. I implore you to please look into this entire situation and XXXX XXXX practices throughout this entire process and assist us so that we are not left with nothing and can not provide a home for our children. \n\nThank you for your anticipated assistance and cooperation with the above. I can also supply any additional paperwork needed to support everything in this letter, there is way too much to scan and attach. I attached what I thought to be most relevant. \n\n\nXXXX XXXX","date_sent_to_company":"2017-09-13T04:50:45.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"11783","tags":null,"has_narrative":true,"complaint_id":"2670700","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-09-13T00:24:39.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["We were then at this <em>point</em> informed that if we were lucky, we would have another 6 months in the home. I ask you what is lucky <em>about</em> that? Me and my wife, along with my XXXX children, have given everything to Wells Fargo, who we strongly feel that we were completely taken advantage of and every place we turn there is no help for those who want to pay their home <em>mortgage</em>. All I ever asked of them was to reset my <em>mortgage</em> to the current interest rate and let me make the payments."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[10.232978,"2670700"]},{"_index":"complaint-public-v1","_id":"12076828","_score":10.033687,"_source":{"product":"Mortgage","complaint_what_happened":"I had enough money to pay off money owed in a lump sum payment of around XXXX. While on the phone with the company, in XX/XX/XXXX, I sent in the payment. They received the payment and told me everything was fine and reassured me it was successful and I was no longer in default on my loan. They also sent me several confirmation and thank you for your payment notices on email and my online portal account on mortgage website. However, around a month or two later, the mortgage company called me requesting I pay the XXXX again and added on more money due because the time had added on more due. I was astonished and lost it because I did pay them! I said what happened?? The agent on the phone told me that it was successful and I got all the confirmation notices. They said \" we couldn't find your bank account number or locate it ''. However, the agent that took my payment, asked me if I wanted to use my bank account on file and I said yes please, it's the only one I have! And yet, they claim they couldn't locate it. It made zero sense. It is the same one and only bank account I have ever had while with their mortgage company since I bought my home in XXXX! They allowed for me to do a mortgage modification to try and put the amount to the end of the loan at this point. This was an option because I tried to resend another XXXX but because more was due at that time, they would not accept it. Since then I have learned that the Fannie mae loan allows for partial payments. This was even more than a partial amount and they wouldn't accept it. The mortgage company accepted my forms for modification because I received a letter stating approval. As well as my new mortgage payment and due dates. However when I went to pay the monthly amount, over the phone, it was rejected. Several times. I then tried payments online and was told it wouldn't accept my online payments at that time. Once I finally got a hold of someone at the company, they informed me that I was in pre foreclosure or foreclosure and I was astonished. I had not received one single notice of this. I said how is this possible? You approved my modification! They said yes but then we realized we needed additional information from you and we never heard back with that information. I believed they must have me confused with someone else. Bc I never was even notified that they needed additional information! So I said can we do it again please and this time, please reach out to me if additional information is needed. They then told me I no longer qualified for that option!! This led to XX/XX/XXXX. Where after exhausting all my options with the mortgage company and telling them I had just recently lost my job, they informed me that I could conduct a short sale or a full sale. I asked to be allowed a full sale. They got back to me and explained that this had been approved and it would stop the foreclosure. This was in XX/XX/XXXX. I told them I would begin getting the house on the market and even had my realtor tell them it's in the process of listing immediately. We listed the property and I even had an offer come in. My realtor told me to contact mortgage to update my new email address and reapprove her for approval to speak with them as it was expiring. When I spoke to the mortgage agent, she was kind and re establish my realtors confidential approval and updated my new email address. I updated her on the sale and it should be sold very soon. Right when we were about to end the call the mortgage agent told me to \" wait, this is your realtor for this property that you have now right? '' And I said yes, Mr Cooper approved me to full sale so that it will stop the foreclosure, and I can pay them the money owed as well as get enough money to relocate. She then told me \" Ok I see that Mr Cooper approved it. But one second I'm ... ..u are aware there is a foreclosure sale coming up right? '' I lost it. Because no I had no clue. I said no one told me and when is it?? I had literally 3 days. They said the only way to stop it now is to give us estimated XXXX ( way over the amount I owed them bc now it had court costs etc. ) they had been having court and a person stated they gave me notice by hand and yet, the time and date of this server, was when I wasn't even home. I was ( I have witnesses and proof ) at my daughters school for school pickup. My cameras show no one came to my house as the server stated. After that the foreclosure was once again told to me and my realtor that it would be stopped if I showed evidence of working with HUD. We showed that evidence therefore it should have been stopped. However the day of sale ( or what it was supposed to be if they didn't stop it ) a man approached my home to tell me he purchased my home just now at a foreclosure Sale. I have a lawyer that said the steps taken were skipped over breaking Arkansas foreclosure law. My rights were violated several times according to law and mortgage company gave me reassurance the option I chose of the sale of home would stop the foreclosure but instead they continued it behind my back without ever giving me a single notice. I would have fought this had I had the chance. But instead they stole my home and have left us completely homeless. All savings spent on renovating for the full sale. So now I have to leave with my babies and go live in a tent. Homeless. All because of several discrepancies and lies of this mortgage company as well as the county system allowing to move on without a confirmed judgement to do so. There is no judgement. No evidence the court date took place. All this had been skipped over to just conduct a sale. Even though it was a judicial foreclosure. I need help and need assistance to either get my home back or money to relocate. Yet no one will help me. Mr Cooper says call the lawyers ( XXXX XXXX XXXX and XXXX and associates ) the lawyers say call mr Cooper. I may as well die because it feels like I have. The damage they have done to me and my family is beyond the 10k I owed. It has caused irreversible damage. My daughter is distraught my youngest is too you to understand what's happening but can tell we are in deep trouble if we don't leave soon. I've been told not to leave until the deed has been transferred to his name. I just want my home back it was literally stolen! I would have never spent my last savings on renovations had I known they would go against their agreement to stop foreclosure. There's no point because it's beyond horrific and a nightmare. With the elements we won't survive in a tent. I have no storage to put my things in and lost my job from this because I had to miss days to try and fight. Now frantically doing as many small jobs as I can but it's not enough to even come close to what I will need to store our things. Im more than devastated because this shouldn't be allowed to happen. No one should feel the pain and complete helplessness I feel. I worked so hard to get this home and they took advantage of my misunderstanding the foreclosure process and naive ways to pull the wool over my eyes. I'm an educator  with a XXXX XXXX XXXX but I didn't understand my rights or choices until this happened. Had I been given the information and time to fight, I would have never allowed them to do this. Plus next week we will be on the street. In our tent. With two dogs and no heat. It will be below freezing next week. We won't survive and we have no shelter. No where to go and no help. Shame on you all for what you did. I trusted you with my family. And you took everything and broke several laws and yet no one stopped you. I will not rest easy again until I know I've done all I can to take on this task of ensuring you are not allowed to do this to anyone ever again. Mark my words.","date_sent_to_company":"2025-02-15T05:28:30.000Z","issue":"Struggling to pay mortgage","sub_product":"USDA mortgage","zip_code":"728XX","tags":null,"has_narrative":true,"complaint_id":"12076828","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-02-15T04:03:59.000Z","state":"AR","company_public_response":null,"sub_issue":"An existing modification, forbearance plan, short sale, or other loss mitigation relief"},"highlight":{"complaint_what_happened":["There's no <em>point</em> because it's beyond horrific and a nightmare. With the elements we won't survive in a tent. I have no storage to put my things in and lost my job from this because I had to miss days to try and fight. Now frantically doing as many small jobs as I can but it's not enough to even come <em>close</em> to what I will need to store our things. Im more than devastated because this shouldn't be allowed to happen. No one should feel the <em>pain</em> and complete helplessness I feel."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["USDA <em>mortgage</em>"]},"sort":[10.033687,"12076828"]},{"_index":"complaint-public-v1","_id":"3421922","_score":10.019498,"_source":{"product":"Mortgage","complaint_what_happened":"I was excited to purchase my first home, a newly constructed townhome, and selected Ally to be my LendeXXXX. However, finalizing and closing on this conventional mortgage was an outrageously horrible experience over the past few weeks that brought me economic, mental, and physical harm. To summarize my hardships and complaints with how my loan was handled : I was denied the right to view the revised HMDA closing disclosure 1 business day prior to closing ; The Ally loan team engaged in deceptive advertising and communication ; I was subject to Allys negligent oversight of third-party appraisers ; and, My Ally loan team was incompetent in executing, and grossly negligent in oversight of internal service level obligations in place to ensure loans close in time. As a result, I bore the physical, mental, and economic harm. \n\n\n\nI travel extensively for work, so to conduct a timely and successful move, I modified my work and personal obligations to permit me to be local and available during the time period surrounding my scheduled closing date ( XX/XX/XXXX ). I scheduled movers, deliveries, technicians, etc. to coincide with this time frame. Any delays or altercations to these scheduled activities would likely result a negative domino effect and jeopardize my move. \n\n\n\nIn an effort to reduce delays for my closing, I spent an estimated 15 hours to proactively engage the lending team, follow up, request escalations, and effectively project manage the tasks required to finalize closing. Had I not done so, I am confident that the loan would have suffered additional unnecessary delays. Moreover, what is concerning and aggravating is that the delays detailed below show that these pain-points should have been easily avoidable, as enough information was readily available to the team prior to the last hours of closing. For example, the team had all the information to resolve the condo/townhome issue, at least by XX/XX/XXXX, if not much earlier, yet the team requested I reschedule my closing ( and thereby everything else ) to accommodate the operational failures to obtain a proper appraisal. Further, the accounting errors in the closing disclosures were with respect to specific line items that I emailed the team about on XX/XX/XXXX, and provided evidence for on XX/XX/XXXX. Why these items took multiple This complaint is not meant to be a comprehensive inventory of harm experienced but I can say that this experience resulted in the economic loss of 1 days use of my new home and damaged my well-being by subjecting me to undue stress. This was such an awful experience I feel like I need to advocate to my coworkers, clients, friends, and family to never use a product or service from Ally to spare them the potential grief of the likes I experienced. I am writing this complaint with the hopes that internally, Ally can examine and correct their people / process / technology operating model so that other consumers are not subject to a similar experience. \n\n\n\nDetailed Timeline of Relevant Events : XX/XX/XXXX XX/XX/XXXX : I provide all requested documentation in a timely manner, at times providing documentation within the hour, or within the day. \n\n\n\nXXXX XXXX Speaking with the loan officer ( XXXX ), I am told that loans close typically close in 25 days, and as early as 21 days if the consumer is responsive in providing all necessary documentation ( as evidenced by my timeline, this time-to-close estimate does not even seem remotely plausible ). Based on this information and the Loan officers responsiveness to my inquiries and documentation, I chose Ally to be my lender. I request a rate lock, intent to move forward, provide credit card information for the required Lenders appraisal, etc. \n\n\n\nI provide the scheduled closing date of XX/XX/XXXX. \n\n\n\nXXXX XXXX Appraisal completed ( XXXX ) and report submitted ( XXXX ). \n\n\n\nXX/XX/XXXX XXXX emails me and is confused because the property is a townhome, yet the XXXX and title agency curiously classified it as a condo. All documentation and communication provided by me and my realtor has consistently described the home as a townhome. Request is made for me or my realtor to contact the HOA and help us verify what is needed. We connect the HOA with XXXX to sort out any of this confusion. \n\n\n\nI also request that the Loan Estimate be updated to reflect all 3 of the payments Ive made on the property, as a payment of {$8200.00} had not been accounted for. XXXX confirms this will be properly updated this afternoon. \n\n\n\nXX/XX/XXXX My agent provides the recorded plat for additional confirmation of townhome status. XXXX replies in that he is coordinating with the appraiser to see if they can have the report amended. \n\n\n\nXX/XX/XXXX XXXX communicates to me that Ally had cleared the condo/townhouse issue up on our end. I provide proof of home owners insurance ( HOI ) payment. \n\n\n\nXX/XX/XXXX XXXX requests HOA to provide Ally with a statement of the monthly dues, which was provided by the HOA within 40 minutes. \n\n\n\nXX/XX/XXXX ( 3 business days prior to scheduled close ) XXXX - Without hearing anything from Ally, I proactively reached out to confirm that everything was still on track. \n\nXXXX - XXXX responded that the appraisal requires revision to more formally not [ e ] the change from a condo to a townhouse, and requests postponing of my close my at minimum two additional days to XX/XX/XXXX. \n\n\n\nI call the XXXX for more information and was informed that ( a ) despite knowledge that the appraisal was completed on XX/XX/XXXX listing my home as a condo, and the confusion this caused the week prior, the request to revise the appraisal was not made to the appraisal management company until Monday, XX/XX/XXXX ; ( b ) Ally requires the revised appraisal to issue the initial closing disclosure ; ( XXXX ) Ally did not expect to receive the revised appraisal before business close on Thursday ; and ( d ) To comply with regulations, closing can not occur until XXXX business days after the initial closing disclosure is issued and acknowledged by me. \n\n\n\nUnderstanding that time was of the essence, I requested to escalate my discussion to a supervisor ( XXXX ). After communicating my concerns with how the process had been managed and was being executed, XXXX communicated that an underwriting exception was granted to allow the initial disclosure to be issued in advance of receipt of the revised appraisal. XXXX stated that the team would call me tomorrow morning to review the remaining steps. I reviewed and acknowledged the initial disclosure, and went to bed thinking that we were back on track. \n\n\n\nXX/XX/XXXX ( 2 business days prior to scheduled close ) Friday morning - No contact made from Ally team to review remaining steps. \n\nXXXX I email the closing expert ( XXXX ) to further confirm if everything was going on track, including the revised appraisal. \n\nXXXX - I email XXXX XXXX to communicate errors that were made when preparing the initial closing disclosure. The initial closing disclosure did not give me credit for the pre-paid home owners insurance ( which was provided on XX/XX/XXXX ) and also incorrectly counted the payments that I had made to the home ( which I had previously notified the team on XX/XX/XXXX ). \n\nXXXX - XXXX responds confirming that closing disclosure will be updated to reflect the correct amounts. \n\nXXXX I follow up to see if they have made the updates to the revised appraisal. \n\nXXXX - My realtor follows up because the closing attorney still had not received the revised closing disclosure or loan package. At this point, Ally has missed the previously communicated deadline to provide all documents by XXXX the business day prior to closing. I now have to postpone my closing. Luckily the closing attorneys had a XXXX slot, however, due to the late time, they will not be able to record the same day, delaying my effective ownership of the property by at least 1 day. \n\nXXXX I receive an email from XXXX XXXX the closing disclosure has been updated and sent to the attorney. I log on the Ally portal and see a document titled as a closing disclosure, but upon viewing the document, it was actually the loan package, and not the closing disclosure. I make calls to Ally to get the revised closing disclosure, and am informed that the closing team is still working on it ( thereby making me seriously wonder what XXXX sent to the closing attorney ). The closing team tells me they will provide the revised closing disclosure that evening before business close. \n\nLater that evening, I receive notification that the disclosure has been updated. Upon review of the disclosure, I am disheartened to see that it still contains errors, namely the same two errors I notified the team with earlier ( HOI was marked as to be paid at closing incorrect accounting of payments already made ). \n\nXXXX - I reach out to the closing team and their supervisors to re communicate the errors on the closing disclosures and request that, given the difficulties already experienced, the team does not wait until Monday to resolve the closing disclosure. My revised closing time at XX/XX/XXXX XXXX requires all documentation to be received by XXXX the same day. I reiterated that I would be fully available during the weekend to finalize. \n\n\n\nXX/XX/XXXX ( 1 business day prior to scheduled close ) I follow up via email with the team to plead for assistance in resolving the closing disclosure before Monday morning. I make phone calls and come into contact with XXXX, who after I explain the events of the loan, along with my concerns with completing the transaction on time, was able to contact members of the closing team. XXXX was able to confirm that all documentation would be completed and provided to the closing attorney by XXXX on XXXX XX/XX/XXXX, and that I should be able to complete closing at the scheduled ( XXXX ) time on XXXX. \n\n\n\nXX/XX/XXXX XXXX - XXXX emails me confirming that he has made the necessary changes to the closing disclosure. Because the closing disclosure had not been completed by Saturday, I forced with the decision of ( a ) postpone my closing ( and incur economic penalties, among others ) to afford myself the right to review the revised closing disclosure 1 business day prior to close or ( b ) forfeit my right to review the revised closing disclosure 1 business day prior to close and close on time, thereby not incurring economic penalties and other hardships. I chose the latter. \n\n\n\nXX/XX/XXXX XXXX - XXXX emails me to confirm that the appraisal revisions have been completed. \n\nXXXX XXXX - I sign all documentation at my scheduled closing. Due to the delayed closing time, the documents were not able to be recorded ( county offices close at XXXX ), and I am unable to use my new home. \n\nXXXX - I receive email confirmation from XXXX that Ally had received the signed loan documents, and notification at XXXX that the loan was funded. \n\n\n\nXX/XX/XXXX XXXX - We asked the closing attorneys to notify us once the loan is recorded so that I can officially get the keys and use my new home. \n\nXXXX - the closing attorneys notify us that they were waiting on permission to record from the lender. I think the underwriter needed to recheck something on the appraisal. After hearing this, I call the closing team and am told that they should have the loan finalized by end of day. I communicate that this is unacceptable and that the loan still needs to be recorded, so a end of day XXXX means the loan could not be recorded until the following ( XX/XX/XXXX ) morning, further delaying effective use of my home, and request this be expedited to allow for time to record same day. \n\nXXXX - I receive notification by the attorneys that they had recorded the loan. XXXX ( hopefully ) ends the fiasco to close a conventional loan.","date_sent_to_company":"2019-10-29T05:02:18.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"28205","tags":null,"has_narrative":true,"complaint_id":"3421922","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2019-10-29T04:36:38.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["However, finalizing and <em>closing</em> on this conventional <em>mortgage</em> was an outrageously horrible experience over the past few weeks that brought me economic, mental, and physical harm."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[10.019498,"3421922"]},{"_index":"complaint-public-v1","_id":"10217845","_score":9.743928,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX I received a letter from Wells Fargo letting me know that they were aware of bad practices during the XXXX XXXX XXXX XXXX  in XXXX. Wells Fargo is giving the consumer an opportunity to mediate if we feel that Wells Fargo may have affected us and caused financial burden. They are offering mediators to us to see if we were affected by this practice. I have been in contact with 2 different mediators whom form no malpractice. I have since been escalated to the ECMO department and I am dealing with XXXX. She has up to now said they don't see where I was affected by this and I disagree. below is my hardship letter that will explain what i am talking about. She has also received this letter to her office along with the attached legal and accurate documents to prove the malpractice. \n\nLoan # XXXX Wells Fargo denied us help and forced us to file bankruptcy to protect us from loosing our home. We were finally given a solution when we made a formal complaint ( at that time ) the ATTORNEY GENERAL OF XXXX  XXXX XXXX, XXXX XXXX XXXX XXXX, The CONSUMER FINANCIAL PROTECTION BUREAU, THE JUSTICE DEPARTMENT Modification loan denied dates ( 5 times ) XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Home Preservation Bankruptcy Specialists throughout my requests for modifications. \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mortgage Specialist XXXX XXXX XXXX After Filing for Bankruptcy my trustee had to resubmit our arrearage of $ XXXX from Wells Fargo. Our trustee gave Wells Fargo to submit all documents necessary and amount or arrearage to her by XX/XX/XXXX. \nUnfortunately Wells Fargo lagged and missed the court date. On XX/XX/XXXX according to my attorney XXXX XXXX Wells Fargo contacted the bankruptcy court and asked if our attorney would make a motion to reopen the case so the arrearage could be rolled into the chapter XXXX unfortunately it would cost more money to reopen my case. Our Trustee XXXX XXXX XXXX agreed upon the motion to reopen the case for Wells Fargo so long as they would modify our loan. We have tried two prior occasions once last XX/XX/XXXX and the second time XX/XX/XXXX. Those two occasions were turned down from modification. Since the case was resubmitted in XX/XX/XXXX we were denied two more times and we were notified by our home preservation specialist at Wells Fargo XXXX XXXX that we could appeal the decision by rewriting another letter of hardship and they would review the case again. When we told her that our Trustee could possibly retract on the arrearage and not included in the XXXX XXXX payments because they had not followed through with their agreement, she was told that they would begin following procedure to repossess our home. We were mailed a letter stating that our hardship was not permanent nor it was enough to modify our loan. We explained to XXXX, if we were not in a hardship, our payments would be current. XXXX also informed her that in order to modify alone you must be current on your home payments. However, at this point we were two more payments behind due to our hardship. We explained to XXXX XXXX if we could make our payments we would not be needing a modification. As of XX/XX/XXXX we appealed our case again and we were sent a letter stating that Wells Fargo would re-review our case. Within a week, my wife made a formal complaint against Wells Fargo practices to XXXX XXXX XXXX XXXX, Attorney General of Texas XXXX XXXX, The US Justice Department, and Consumer Federal Protection Bureau. My wife was given a call by XXXX XXXX XXXX an executive mortgage specialist. She informed my wife once again we did not qualify for the modification because our income to payment ratio was not enough. The percent they got made it look like we could afford our home. They based it on our gross income. That does not help anybody to qualify. As there are overhead expenses and taxes to take into consideration. That makes no sense at all. XXXX XXXX informed my wife that there were no other programs to save us from losing our home except for a short sale. My wife informed her that we didnt want to lose our home and asked how it would be possible to qualify for a modification loan. XXXX XXXX told my wife if she was to close down her business then we would qualify. That means I would have to make absolutely no income and be on time on my payments. That was not an answer. We expected to hear from a person who is an executive mortgage specialist for Wells Fargo not a bully. We felt attacked and helpless at this point. How can anyone doing this have a conscience. On XXXX XXXX XXXX XXXX sent a letter with her version of how we were at fault for why Wells Fargo would not modify us. She mentioned in the letter that as of XX/XX/XXXX it was determined that we were unable to approve a workout option for the loan. She also mentioned that the criteria that needed to be met, which would need to include the inability to maintain payments on the property as a result of a financial hardship. So one minute Im being told I have to be current on my loan to qualify, but now its being said that we would have to have the inability to maintain payments on the property as a result of a financial hardship to qualify. At the end of the letter, one of the last lines on page XXXX says as of the date of this correspondence, the mortgage loan is contractually due for the XX/XX/XXXX through XX/XX/XXXX mortgage installments. What does that mean? We were in arrearage 10 months. Wouldnt that qualify me for a modification loan based on what XXXX XXXX states in the letter directed to myself, my lawyer, XXXX XXXX XXXX, and the CFPB. Obviously, even after she sent this letter, it was proven that there was a way for me to get modified for some sort of modification loan. XXXX XXXX through Wells Fargo. My wife told XXXX XXXX that we would no longer be making our mortgage payments if she was going to assume the process of repossessing our home. My wife had also read up on an article that Wells Fargo was involved in a discrimination case against Latin Americans and African-Americans between XXXX that was settled in XX/XX/XXXX. \nAfter researching this case we are beginning to feel discriminated against. My wife and I at that point stopped making our payments to Wells Fargo because we felt that if we were not going to be modified this time, they would take our home from us anyway. We were emotionally exhausted with the mirage that they cared and wanted to help their customers. We do not rely on anyone to bail out just to be fair. All we asked was fairness from the bank that had a huge bail out from the government. Because of Wells Fargo we were forced to file for bankruptcy so we could have some thing to protect us from losing our home and there was no way we could catch up on 10 months of payments. What I found interesting was once I made my formal complaint to our US Senator all of the sudden I was able to get modified and they were able to help me. I also find it disheartening how I was told we didnt qualify and there was nothing Wells Fargo could do to help. \nMy automatic assumption is that Wells Fargo just wanted to take my home anyway. It caused so much hardship and heartache trying to have to explain to our children at that time that we were going to be homeless and that the bank was going to take our home. The persistent callers, visits, and mail we received from the threat to reposes our home from Wells Fargo was excruciating. I believe their hope was that they could posses my home before the trustee would give them an opportunity to reopen the case. At this point our credit was ruined, we had to wait five years to finish our XXXX  XXXX, which we paid off, and 10 years for it to come off of our record which put us in XXXX just last year. During this time we were unable to help our son with college, purchase a vehicle because one of our vehicles had been totaled, nearly divorced as to break up our family, and dealt with severe XXXX. When we received your letter of mediation. I decided to go ahead, and follow through with it because I feel like I was not treated fairly and we were not taken care of by Wells Fargo. Whether it is discrimination or just the fact that Wells Fargo is so greedy, they didnt care who they took their homes from. They gladly accepted the bail out from the government and didnt use any of that money to help modify the people who needed it the most. We are middle class hard working people and we dont rely on the government unless necessary. Thankfully we have been able to come out of this, but not without the pain and suffering it caused. I believe Wells Fargo should be responsible for at the very least a settlement which we would be happy to negotiate. In the meantime, I have already contacted our US Senator once again, and the CFPB I have let them know up to this point nothing has been resolved regarding mediation. We are waiting for the Senator to reply and CFPB to respond. \nI will also be attaching all of the hardship letters that I sent to Wells Fargo, to the CFPB, president of Wells Fargo, and to the office of XXXX XXXX XXXX during the process.","date_sent_to_company":"2024-09-23T23:35:52.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"78260","tags":null,"has_narrative":true,"complaint_id":"10217845","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-09-23T23:10:52.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XXXX XXXX told my wife if she was to <em>close</em> down her business then we would qualify. That means I would have to make absolutely no income and be on time on my payments. That was not an answer. We expected to hear from a person who is an executive <em>mortgage</em> specialist for Wells Fargo not a bully. We felt attacked and helpless at this <em>point</em>. How can anyone doing this have a conscience."],"product":["<em>Mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[9.743928,"10217845"]},{"_index":"complaint-public-v1","_id":"5158148","_score":9.675502,"_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":["Coopers <em>Mortgage</em> Division for the past 4+ years <em>about</em> 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 <em>mortgage</em> case have begun and that I hoped to reach a final resolution soon, one way or another."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[9.675502,"5158148"]},{"_index":"complaint-public-v1","_id":"3592875","_score":9.322737,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom it Should Concern, We received the second investigative response that no corrections would be made for our escalation. We understand that regulation allows you to commit to a rate lock but allows terms that you can later change. However, as far as customer service we do not feel this was fully investigated. There were a number of things that were mishandled in our mortgage process. I have provided a timeline and copies of emails to support. Its concerning to be notified that NOTHING was found to be incorrect from a customer service perspective and feel very strongly we were given a loan under false pretenses. Additionally, from the time that this began XXXX, XXXX boss informed us that the Executive team would not change anything. This process has proven that to be very true. \nWe have not had anything further explained, the internal investigation explained, or even a new agent changed despite a request by phone to the escalations team, the 800 general number, or reaching out to our local branch. Our trust and confidence with Wells Fargo at this point is non-existent. Because of the lack of communication and resolution, well be sharing this with the VA and XXXX XXXX XXXX as well since this is the second internal investigation with the same conclusion. Were being asked to submit a third. We have little faith that this will be fairly investigated and resolved. \n\nTimeline of Poor Customer Experience from Wells Fargo ( XX/XX/XXXX to XX/XX/XXXX ) : XXXX Received confirmation of 3.25 % interest rate from XXXX On XX/XX/XXXX we received the emails to start the application process with WF and an email from XXXX with the preapproval letter. We submit the requested information. \nXXXX XXXX requests additional information. We provide within 24 hours. \nXXXX The pre-approval letter received does not contain the discussed interest amount and requires a down payment. XXXX follows up after a phone discussion to get the updated letter. XXXX confirms he is working on it. \nXXXX XXXX responds back to the same email stating that hes still working on the pre-approval letter but rates are different than what he first stated. \nXXXX Receive first email from XXXX XXXX requesting additional documentation for closing. The same day we answer questions and start requesting documents. \nXXXX Requested Tax Forms are sent via secure email. \nXXXX Additional documents are requested. The offer letter is requested for XXXX XXXX, the company relocating is XXXX XXXX and provided via email. W9s are signed and returned. This is also the first request for rental statements, XXXX sends an XXXX file downloaded from XXXX XXXX XXXX XXXX for 12 months. \nXXXX XXXX informs us that the XXXX sheet for rental payments is not sufficient. Outlines what she believes the underwriter will need. XXXX reaches out to XXXX XXXX to request statements for 12 months as they are not available online that far back. \nXXXX We receive an application update to sign the Intent to Proceed. We let XXXX know that XXXX has not yet updated the pre-approval with the correct interest rate for us to proceed. \nXXXX On XXXX, since we still do not have the 3.25 % locked we provide XXXX with a pre-approval letter from another lender who is also approved for direct bill for relocation closing costs. \nXXXX XXXX follows up to see where XXXX is with the updated rate. \nXXXX XXXX replies that the 3.25 % is confirmed. XXXX states that a new pre-approval can not be generated and provides us with a rate lock document. \nXXXX Janeine emails XXXX and XXXX to ask if the rate lock period will be extended from XX/XX/XXXX since the rate is new and just sent on XXXX. XXXX states that they lowered the rate and it can not be changed, we would have to pay to extend. We inform the other bank that we will be proceeding with Wells Fargo. The clock is now ticking. \nXXXX XXXX provides 12 months of XXXX statements and check numbers for payments made from checking account for requested rent verification via secure email. \nXXXX Email sent from XXXX XXXX introducing herself as our loan processor and requesting additional information. \nXXXX Information is returned within 24 hours. XXXX informs us that we now need 24 months of rent proof. \nXXXX XXXX  offers to reach out to the landlord to get a letter stating payments on time. XXXX suggests waiting to see if the underwriter accepts 12 months. \nXXXX Documents requested through secure mail. Send XXXX an email outlining what we previously discussed that documents were loaded on XXXX. He states he will follow up with XXXX ( shes not copied ). \nXXXX XXXX provides updates on the requested information ( His comments in parenthesis ). States he will follow up with a call once he has the forms we were not provided. Please note which requested items he stated are NOT needed. \nXXXX XXXX sends follow up email to XXXX as we have not heard back on the previous email or received required forms. \nXXXX We receive conditional approvals with another list of requested documents. It finally includes the VA Questionnaire and Amendatory Clause. As well as numerous requests for information we already submitted, clarified or were told we no longer needed. \nXXXX XXXX responds to the errors with the following note. XXXX replies that she will hold on further documentation requests until she hears back from XXXX. \nXXXX XXXX responds via secure mail to the initial request asking for landlord information instead. XXXX sends it to her. \nXXXX XXXX sends an email through XXXX to update the to do list. Again we are told to disregard some of the requests. We return the VA and Amendatory forms the same day they are sent to us. \nXXXX We request a breakdown of closing costs and return the documents for HOA costs via XXXX  email. \nXXXX XXXX sends an amended list of items still remaining, inclusive of the rate lock and closing dates. Half of them we were given different updates and direction from XXXX on. Specificially : Number 3 we were told to disregard. XXXX is relocating.\n\nNumber 5, we already explained and XXXX was following up with the underwriter. These would be done AFTER the sale of the house.\n\nNumber 12, we provided the name and email address of our landlord to XXXX at this point. \nXXXX XXXX responds through secured mail following me calling her to understand the repeat requests. I reply back with answers. She then asks for XXXX most recent paystub. \nXXXX XXXX informs XXXX that she can not confirm my employment with XXXX XXXX. I had just started on XXXX so the 3rd party did not have my information. I provided her information for the HR team that I worked with and it was verified via phone the same day. \nXXXX XXXX XXXX document sent as requested via secure mail. \nXXXX XXXX Paystub sent as requested via secure email. \nXXXX Request for XXXX to be resent the link for secured email as he does not have access. XXXX responds that he will have XXXX send. Sends via XXXX. \nXXXX We received the direct bill closing cost estimate requested on XXXX. \nXXXX Receive another loan tracker update of missing documents. Email via XXXX to request information be updated as documents were already submitted via secure mail. Receive a response back from XXXX that he will get them cleared out. \nXXXX Receive another update via secured email from XXXX requesting already submitted or incorrect information. Receive a response back from XXXX that he will follow up directly with XXXX. XXXX then requests to speak with us regarding the items requested by XXXX. XXXX speaks with him and he apologizes on XXXX behalf stating this is the first time theyve worked together. \nXXXX Upload remaining requested items based on phone conversation with XXXX with the exception of XXXX XXXX XXXX \nXXXX Send requested XXXX XXXX information via secured email. \nXXXX Follow up via email with XXXX to confirm she got all the documents already submitted. She responds with items that WELLS FARGO needs to complete. She states that she still needs verification from the landlord and the Amendatory Clause back from the sellers agent. She reaches out for the first time on XX/XX/XXXX and the sellers closing agent returns it the same day. She confirms she has not yet reached out to the landlord despite being provided information on XXXX. This is now 20 days later. \nXXXX XXXX is now also requesting a letter from Harrys employer stating hes allowed to work from home and his pay will not be changing, though his role is not changing at all. \nXXXX Despite follow up, no additional responses or updates from Wells Fargo. \nXXXX Receive email around XXXX XXXX EST from XXXX letting us know that we need to return final documents by end of day to close on time. Send email to XXXX and inform her that he lives in XXXX which is why we provided email. Send a follow up email to XXXX asking him to respond as quickly as he can, despite it being XXXX XXXX. XXXX confirmed. \nXXXX Receive an email from XXXX stating he will follow back up with the underwriter. Respond at XXXX to XXXX clarifying XXXX work situation again. Receive request for a letter from XXXXXXXX XXXX   manager instead. \nXXXX Receive the following email at XXXX EST stating that if we dont provide the information we will need to push back closing on XX/XX/XXXX. Not a lot of time to provide new information like a number from a landlord in XXXX or a letter from an employer on a Friday afternoon. \nXXXX Extremely concerned we reached out to XXXX and XXXX by phone and neither answered. We send the following email : XXXX I would like to request that further follow ups take place over the phone and followed up with emails in the essence of time. Either of us can be available by cell phone. \nWe have submitted information promptly and repeatedly since the start of this process. It would be extremely disappointing if we have to push back our close date due to delays we did not cause. \nWe provided my landlord 's email address weeks ago so not sure why we are just reaching out this week. Our landlord ( he ) is in XXXX, so not certain he will respond today. I will go online and download as many statements as I can in the interim and upload them to the tracker. If we need to request from XXXX XXXX the turnaround will be 48 hours at least. \nFor the work location- again it is not changing from the XXXX XXXX NJ address. XXXX is reaching out to his boss to see if a letter can quickly be drafted to reiterate what we have explained via email and phone. \nI would not have guessed that with healthy credit scores and incomes that could singularly support the mortgage we were approved for, this would be such an undertaking. We have a lot of other things ( temp housing, move dates ) hinged on this closing date. \nXXXX could you please follow up with XXXX as soon as you're available? \nXXXX Around XXXX I sent copies of rent checks manually pulled from the online site to XXXX XXXX They were sent via email for XXXX and XXXX because the loan tracker was completed and there was no where to upload. He responded back requesting a call. \nXXXX During our call, XXXX personally apologized for the email from XXXX and stated that hed spoken to her and advised that she should not have sent a note threating to push the closing date back. He then followed up with an email at XXXX just before close of business. A very stressful day for the both of us while at work. \nXXXX XXXX  promptly responds to our email stating hes traveling but will respond on Wednesday, XX/XX/XXXX. We advise that theres no need. \nXXXX XXXX responds to an email we sent on XX/XX/XXXX asking about a new to-do item on the loantracker. We are informed we need to sign the VA form for XXXX. \nNOTE : This form was sent to him on XXXX by XXXX. This is also the date that Wells Fargo was notified of the regulation changes from the VA. \nXXXX We receive an email from XXXX confirming we have closed. \nXXXX Notified at XXXX by XXXX XXXX that the Survey fee direct billed could not be covered by the company and the closing cost we were sent had increased by XXXX. This is the first time we were notified. Respond at XXXX with company approval to cover the cost. \nXX/XX/XXXX XXXX reaches out to XXXX via phone to inform him 3 days before closing that the loan can only be financed 95 %. This leaves ONE business day before closing on Monday the XXXX. An ENTIRE WEEK after the new loan rates were released by the VA. 2 days after Wells Fargo made the LTV adjustment. 1 day after on loan was approved. Had we been notified in a TIMELY manner, we could have had our previous bank process the loan. \n\nEscalations Process with Wells Fargo : XXXX An escalation started with speaking to XXXX boss XXXX XXXX He stated that he would escalate to the Executive Board of Complaints but \" he wouldn't expect a positive result from their review '' which was disheartening to both of us. These again, are words from YOUR representatives.\n\nAn escalations resolution specialist followed up, XXXX XXXX, stating that it would take a few weeks to review and follow up. Not in time for our closing. During the call with XXXX, he was again treated as though we were at fault for this egregious error and lack of accurate information provided to me. I was told that my complaint and concern was simply another case that needed to be reviewed and that there was nothing that could be done to help me before my approaching closing date. \n\nWe were sent a survey during this, which XXXX completed and received notification that the case was being re-reviewed. \n\nXXXX We received a letter from XXXX stating the resolution. There were a number of misstated or misinformed assertions made : 1. You chose to lock your rate at 3.375 % on XX/XX/XXXX. False. Once presented, we asked for an update sheet with the correct percentage. \nXXXX. The lock rate was communicated as of XX/XX/XXXX, not XX/XX/XXXX. Further, documents show us following up for the correct interest rate to be communicated on XX/XX/XXXX and documents being incorrect until XXXX when he came back with the correct interest rate because we produced an approval letter from another lender who could honor what he initially promised.\n\n3. The letter states we were provided a request for additional information on XX/XX/XXXX. As the email trail shows, we provided all original documentation within 24 of asks. XX/XX/XXXX XXXX sent an email stating he was getting with the loan processor to understand was TRULY needed as she was asking for documents that we had already provided or not relevant to our situation ( example : relocation information for XXXX who was NOT the person using relocation benefits. Janeines company was providing ).\n\n4. We understand that the processes take time and require additional information but even XXXX, YOUR representative spoke about the processors errors and incompetence and had to follow up multiple times to clarify, review our situation and what still needs to be collected. This is NOT what we expect from a company as large and established as Wells Fargo. This is our frustration with the documentation process- Proactive, timely documents were completed on our side only to be met with requests for new information, the same information again, or information not relevant to our loan. If you dont find any issue with that in your review thats even more unfortunate than this lack of investigation. This was the case until XXXX the Friday before closing. Please see the timeline for proof.\n\n5. We have determined the account was handled properly and no corrections are needed as no error has occurred. And this is why we will be sharing with the VA and XXXX XXXX XXXX. More alarming than your lack of true escalation and investigation is the fact that per your document, XXXX and XXXX follow the process exactly as your company directs. If that is the case we want everyone to know what to expect when working with Wells Fargo on a mortgage. \nEarly XXXX During a call to escalate our dissatisfaction with still being assigned to XXXX XXXX, XXXX was transferred from account services to XXXX XXXX. She stated that I could not request an advisor change I would need to reach out directly to XXXX manager. We left a voicemail for XXXX and received no response. When we reviewed Janeines additional concerns with their findings, she stated she did not think the lag in notification was an error on Wells Fargos part and would reinvestigate my assertion that even XXXX admitted errors were made. \n\nXXXX We receive a cover letter stating that after review, no additional investigation is deemed necessary. XXXX was called the same day by XXXX XXXX stating that she would reopen the case. As of XX/XX/XXXX, this has not occurred. \n\nThe worst part of this situation isnt the painful process, the surprise ending, or the lack of care about customer service identified by leadership and the complaint board. The entire point of the VA loan was 100 % financing and expanded limits. This was promised to us from the start, finally put in writing with the threat of not using Wells Fargo, and then defended across the organization with not one solution proposed to ease the pain even after the loan closed. Were not only stuck with a loan that doesnt achieve what the VA set it up to do, but leaves us with the same advisor as the person who put us in the situation to begin with. \nRegardless of regulation, a delay in conveying the new parameters set by Wells Fargo ( not legislation ) robbed us of the opportunity to select a different lender without risk of losing a home we loved. This lack of honesty and deceptive business practice cost us the ability to select a lender and loan that truly met our needs. The Wells Fargo team who handled our loan was unprofessional and lacked knowledge throughout the process causing us distress as we were forced to resend countless documents due to being told inaccurate information or simply because the documents had been lost by our loan officer or his team. Due to Wells Fargo 's lack of honesty on their policy of fully financing VA Loans at 100 % I was given an inaccurate closing cost estimate provided by Loan Officer of {$36000.00}. \nAs a veteran and second time customer of Wells Fargo I have never been so disappointed in my life in this entire experience. The lack of honesty and character shown by this group in response to this internal mistake is alarming and our fear that this treatment could be given to other veterans simply looking to purchase homes, as well who trust the Wells Fargo team to give them accurate information throughout the home buying process. Not at all the intention of the loan program.","date_sent_to_company":"2020-04-04T16:20:50.000Z","issue":"Closing on a mortgage","sub_product":"VA mortgage","zip_code":"23322","tags":"Servicemember","has_narrative":true,"complaint_id":"3592875","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-04-04T15:58:31.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The worst part of this situation isnt the painful process, the surprise ending, or the lack of care <em>about</em> customer service identified by leadership and the complaint board. The entire <em>point</em> of the VA loan was 100 % financing and expanded limits. This was promised to us from the start, finally put in writing with the threat of not using Wells Fargo, and then defended across the organization with not one solution proposed to ease the <em>pain</em> even after the loan closed."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[9.322737,"3592875"]},{"_index":"complaint-public-v1","_id":"4543558","_score":8.676829,"_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":[8.676829,"4543558"]},{"_index":"complaint-public-v1","_id":"3398039","_score":8.326873,"_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":["Like I said, I want to be as conservative on pricing up front and let things fall into place as we <em>close</em> -- -- -- 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 <em>point</em> today affecting <em>mortgage</em> rates, will QL react and lower rates overall and will it affect my application, refi?"],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"company":["Rocket <em>Mortgage</em>, LLC"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[8.326873,"3398039"]},{"_index":"complaint-public-v1","_id":"2916953","_score":8.038262,"_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":["Reason for contacting you: I had problems <em>closing</em> out a home <em>mortgage</em>. I believe the contract <em>mortgage</em> servicer (billing and receiving payments) Specialized Loan Servicing LLC (SLS) did not follow the loan/<em>mortgage</em> terms."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[8.038262,"2916953"]},{"_index":"complaint-public-v1","_id":"6487409","_score":7.91107,"_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":[7.91107,"6487409"]},{"_index":"complaint-public-v1","_id":"2584080","_score":7.163887,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"The year XXXX I met with several brokers and banking personnel in regards, to supporting funding and investing in my textile and clothing company XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The deal was based upon a {>= $1,000,000} XXXX dollar bond USDA GOVT BOND CUSP # XXXX. The bank XXXX XXXX XXXX XXXX XXXX stated my company would have to wait till the maturity date before receiving the BOND. Thereafter the housing market crashed and the funds disappeared XXXX XXXX was acquired by JPMorgan Chase Bank and we filed a claim against the CEO of the bank therein he defaulted and 35 or so days later had the case removed from XXXX XXXX County Court to Federal Court based upon fraudulent claims that we did not know the defendant personally and that he stated to the court without record that he had nothing to do with any illegal dealings pointing to the JPMorgan Chase of XXXX CA. The case was ailegedly dismissed illegally by a Deputy Clerk XXXX. while Deputy clerk XXXX XXXX was not at work or at the courts as he stated to me over the phone on XX/XX/XXXX XXXX. When in fact he was present according to the case load court schedule for XX/XX/XXXX. The Judges signature was a rubber stamped at best, whom also ironically retired approximately 45 days thereafter. According to the law they did not follow the rules or the law in dismissing the claim therefore we are filing a appeal and another claim. We need information on whom had access to the USDA Funds and whom had the authority to take hide or misappropriate the funds. I believe and can prove that my identity was taken and used to gain access to the funds and that we have been harassed by JPMorgan Chase whom claims that we signed a mortgage with a company they somehow acquired whom never had a license to sell buy or service mortgages in the State Of California XXXX County. I have received multiple letters claiming that my company did not file taxes since fighting the theft fraud and identity theft. I have received several checks from investment firms which turned out to be fraud checks. I have been warned by an attorney that once i began to file complaints and claims against the bank that I would have issues with the IRS, and so far he was correct. I have received multiple letters regarding my businesses EIN numbers and or filings. XXXX XXXX XXXX XXXX XXXX XXXX XXXX Corporate Status - EIN XXXX Copyright XXXX US Copyright Office Library of Congress # XXXX XXXX It is factual and true of all the events taken place and can be proven in a court of law or in a negation discovery setting. That on XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX was aw'arded via USDA GOVT BOI { XXXX XXXX # XXXX in the amount of {>= $1,000,000} that matured in two years dated XX/XX/XXXX to the amount of {>= $1,000,000} that was stolen taken and have been caused to disappear within XXXX XXXX XXXX XXXX within the XXXX XXXX County area State Of California. This fraud was caused by said bank and its National and or local employees. XXXX XXXX XXXX in the year of our Lord - Monday, XX/XX/XXXXXXXX with XXXX XXXX whereas I was approached by XXXX XXXX , & XXXX XXXX and XXXX XXXX whom later introduced me to XXXX XXXX via conference of XXXX XXXX XXXX and XXXX XXXX via conference that of employed by the subsidiary bank XXXX XXXX XXXX XXXX XXXX that of XXXX XXXX . Included within the contract and verbal agreement for the {>= $1,000,000} BOND was XXXX XXXX XXXX ( a local XXXX fashion designer ) & XXXX XXXXXXXX XXXX company XXXX XXXX and copy written. Our first meeting took place in XXXX Michigan with XXXX XXXX XXXX XXXX and XXXX XXXX as well XXXX XXXX XXXX. The meeting included a transfer of information such as EIN for XXXX XXXX XXXX XXXX XXXX XXXX XXXX, the amount of the BOND acquired to produce both a textile manufacturing company and a clothing line brand therein. XXXX XXXX banking account management expert her involvement was to introduce us to the big dollars as she stated. She introduced me to XXXX XXXX employed with XXXX XXXX XXXX. Whom was to appropriate and allocate the BOND, as well she educated me on how to deal with my debts and credit ( business ) to be qualified for the {>= $1,000,000} that matured to {>= $1,000,000}. XXXX XXXX and XXXX XXXX educated me on what to do concerning my home and how to acquire payment in the year XXXX. Stated by XXXX XXXX I needed to contact the US Government agencies concerning my home and file the proper paper work, this would assure my debt to income ratio would be very low and my credit score would rise high. So I went online to the USDA government site and filled out the form XXXX XXXX ( Rev. XXXX ) The property servicing rights was sold in2 } XXXX and again in XXXX from XXXX, to XXXX XXXX XXXX to XXXX XXXX XXXX She stated that the Chain of title have been broken and that i would need to look into that. So I began contacting the SEC, Office of Controller of Currenc5 Department Of Justice, United States Department of Agriculture. I filed the proper documentation with those agencies. Thereafter the property was paid in fullas ofXX/XX/XXXX, as stated by XXXX XXXX documents and letter ( s ). Both companies or banks XXXX XXXX XXXX and XXXX XXXX XXXX have been acquired by XXXX XXXX XXXX XXXX. See form FORM XXXX XXXX ( XXXX ). Please be advised we where instructed on how to filI out the form by bankers and government agents or employees and therefore this document is very legitimate and legal. Yet JPMorgan Chase whom acquired XXXX XXXX XXXX and XXXX XXXX XXXX at the same time the USDA GOVT BOND funds disappeared. This information was reported to the state of California. 18 U.S. Code $ i961 Section 1028 ( relating to fraud and related activity in connection with identification documents ), section 1029 ( relating to fraud and related activity in connection with access devices ). XXXX XXXX at the time was located in XXXX MI, and XXXX XXXX located in XXXX XXXX XXXXXXXX, whom are the experts in manufacfuring, lean manufacturing and infrastructure. XXXX XXXX was the banking expert in appropriating funds for the funding investment, and XXXX XXXX worked along side XXXX XXXX andXXXX XXXX to secure the investment funds. XXXX XXXX and her assistant met us a XXXX XXXX located at ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, CA XXXX ... .with myself XXXX XXXX XXXX the creator and CEO Chairman of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX my assistant XXXX XXXX XXXX . She XXXX XXXX took a flight from the XXXX XXXX to XXXX XXXX California the summer of XX/XX/XXXX XXXX XXXX XXXX attended the meeting and took notes for both myself ( XXXX XXXX XXXX ) and XXXX XXXX. The notes where later emailed to everyone involved as listed within this document. A conversation came up about the legitimacy of their bank dealings with XXXX XXXX XXXX and how would the funds be released if they exist? XXXX XXXX via XXXX XXXX emailed me the BOND CUSIP numbers and other information via email on multiple occasions. ( see email attachment ). Thereafter receiving the BOND and CUSP information we investigated and asked a friend of XXXX XXXX XXXX ( XXXX XXXX ) whom was a broker look into it, and she was astonished and very surprised that we had access to this direct information. She stated that if it was n't real there would not be a CUSP number attached for this is how they track and keep account of all BONDS or investments notes. So we where convinced of the legitimacy and began documenting the contract. I have received multiple emaiis and phone calls from XXXX XXXX and XXXX XXXX assuring me that the USDA BOND was secured and in my companies name but a working came through and she continued for a second and third time sending me emails about the BOND giving lessons about the finance history and the XXXX XXXX debacle. I had contacted everyone to schedule a meeting in XXXX so we could figure out what happened with the USDA BOND secured note instrument and who was involved and how we could gain the funds back from whom ever taken it. Only XXXX myself and XXXX XXXX attended the meeting. Everyone else would not answer their phones. At this point XXXX began calling claiming to hold the investment instrument on the mortgage that was recently paid off. They used such tactics like calling XXXX in the morning and well after XXXX at night. They also contacted family and friends in other states claiming we do n't like to pay our bills. Yet someone inside of the bank had taken the USDA GOVT BOND and somehow convinced others that the USDA documents that stated \" pay to the order of the United States without recourse '' was not real. After being embarrassed by such illegal tactics and the disappearance of the USDA GOVT BOND, we began doing research and investigating the issues that seemed to be tied together that being the payoffof the mortgage and the disappearance of the USDA BOND. We had expressed on multiple occasions that the USDA GOVT BOND was real when the bank JPMorgan said it was n't before being educated with the first claim filed on XX/XX/XXXX. We also stated on multiple occasions in affrdavit and in letters that we did not sign or re-sign any documents with XXXX XXXX XXXX d.b.a XXXX XXXX XXXX aka XXXX XXXX XXXX. Since XXXX XXXX the CUISP # USDA FUNDS disappeared as well all of the XXXX XXXX XXXX XXXX XXXX XXXX employees along with it. XXXX XXXX made an attempt to warn me by sending the emails concerning the BOND itself. She simply stated \" I am trying to help you '' without exposing whom took the funds. She then tried to distract me with statements concerning the XXXX XXXX Debacle and offers of a new investor. Home land mortgage broke into our home the year XXXX while we where visiting and looking to relocate to XXXX GA. The alarm system records state that someone had entered the house via a upstairs window. Later we would received multiple photos take by XXXX XXXX around the same time. We have tried multiple attempts to do a loan modification with NACA and other outside agencies rathe XXXX XXXX would not work with us or they stated that the investor ( XXXX ) did not want to do a loan modification because our household made too much money and we could affiord the payments they had set up even though we had proven that we had no contract with them through XXXX XXXX XXXX d.b.a XXXX XXXX XXXX aka XXXX XXXX XXXX. The statute of limitations on \" Theft, forgery, arson, securities act violation, business fraud or deceit : is 4 years, the securities act violation theft and fraud was discovered XX/XX/XXXX, business fraud discovered XX/XX/XXXXXXXX59 is felonious, section 664 ( relating to embezzlement from pension and welfare funds ), sections 891-894 ( relating to extortionate credit transactions ), section 1028 ( relating to fraud and related activity in connection with identification documents ), section fi29 ( relating to fraud and related activity in connection with access devices ) section 1343 ( relating to wire fraud ), section 1344 ( relating to financial institution fraud ). The mere fact that the BOND and TRUST is located within the same state as your company XXXXXXXX XXXX XXXX XXXX XXXX. The deal with XXXX XXXX XXXX originated with employee XXXX XXXX offrce located in XXXX XXXX XXXX, also with XXXX XXXX employee XXXX XXXX inXX/XX/XXXX. Thereafter before the BOND disappeared XXXX XXXX began emailing the actual BOND to myself and other business associates via internet and communicated via cell phone and land line this makes your companies both XXXX and XXXX XXXX the culprits and assessors to this theft and fraud crimes committed across state lines. The idea of \" no jurisdiction '' is highly irrelevant and provides proper jurisdiction by way of the R.I.C.O ACT as explained within this Affidavit document. The point that a crime was committed via across state lines using telecommunications emails cell phones and meetings in person within several states. Employees from several of your companies conspired against my person and company to fraud theft the $ XXXX which I was told that the funds would not be available until after the maturity date, which was XX/XX/XXXX by this time all contacts had been cut offby XXXX and XXXX XXXX. This is simply a conspiracy to fraud theft the funds used my company 's legitimacy to gain access to the {>= $1,000,000} ( XXXX XXXX ) dollar bond and destroy my name company 's reputation with the communities involved and to destroy and injure me with the Mortgage fraud. The idea to injure me beyond capacity and repair by committing theft on the BOND ( $ XXXX ) via XXXX XXXX XXXX, create a mortgage by way of acquired mortgage company XXXX during the crash of the market would allow an illusion of a crash ( housing market ) hiding the other facts of the contract deal between XXXX XXXX XXXX and my company XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. This idea of waiting to release funds thereafter the maturity date after XX/XX/XXXX would allow this to go unnoticed to many but we kept our eyes on this entire move. I. The fact that XXXX XXXX became the investor of an alleged mortgage alleging that both XXXX XXXX XXXX and I XXXX XXXX XXXX signed with a company that never possessed a license to be involved with servicing and mortgages monetarily is fraud and a conspiracy. il. When XXXX XXXX XXXX XXXX Manager at XXXX XXXX XXXX XXXX located in XXXX XXXX , and XXXX XXXX of XXXX XXXX XXXX located in XXXX XXXX XXXXXXXX , began ignoring my calls after thereafter XX/XX/XXXX as they told me to be patient as we where approaching the maturity date, simply justify conspiracy without explanation of what had taken place, remember XXXX XXXX warned me via email approximately XX/XX/XXXX by sending the actual copy of the BOND TRUST NOTE. The fact that my business associate XXXX XXXX, XXXX XXXX, explained to me that all communications where suggested to be cut offfrom everyone frorn New York with myself and my company as of XX/XX/XXXX. \" Both XXXX XXXX and XXXX XXXX changed their information on XXXX whereas we have communicated in the past. XXXX XXXX has no acknowledgment of being employed with XXXX XXXX whereas years before she boasted on her website of being highly ranked and employed by XXXX XXXX XXXX. Her new status is As a well recognized expert in strategic global marketing communications and investor relations, I have developed branding and marketing strategies for insurance/reinsurance, investment banking and other professional and financial services companies that enhanced these organization 's ability to achieve their strategic objectives. I 've also lead global communications functions including traditional media, social media and internal comms for brands such as the XXXX, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ''. Whereas before this year XX/XX/XXXXshe was an investment banker \" XXXX Managing Director at XXXX XXXX XXXX XXXX. Headed Investor and public relations for a multibillion dollar global investment bank ''. m. All of the former persons involved from the east coast has deleted me as a friend on social media as well XXXX ry. XXXX XXXX formerly of XXXX XXXX XXXX CA, as well formally of XXXX XXXX XXXX d.b.a XXXX XXXX Funding whom had no license personally contacted us on several occasions concern the fraud and alleged mortgage as of XX/XX/XXXX where she threatened to cali police if i appeared at their office location in XXXX XXXX CAto deliver the Right To Cancel Documents on XX/XX/XXXX thereafter calling XXXX XXXX XXXX at her job in XXXX CA trying to convince her to keep the refinance agreement and do n't cancel it. Now employed with XXXX XXXX XXXX  XXXX XXXX since Site Training Manager XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ( 2 years ) | XXXX XXXX AZXXXX  Manager promoted from J.P. Morgan XX/XX/XXXX XXXXXX/XX/XXXX ( 9 years 9 months ) whom worked for XXXX XXXX d.b.a XXXX XXXX XXXX  approximately XX/XX/XXXX- XXXX before the California Corporations Commissioner forced them to stop doing business in the State Of California. This is no coincidence at all. XXXX XXXX obtained our information from XXXX XXXX and we met her face to face XXXX XXXX to go over upgrades for our new home. She also changed her linkedin.com account page from being employed with XXXX XXXX and XXXX. Site Training Manager JPMorgan Chase XX/XX/XXXX - XX/XX/XXXX ( 2 years ) I XXXX, AZ Training Manager J.P. Morgan XX/XX/XXXX - XX/XX/XXXX ( 9 years 9 months ) no mention of XXXX XXXX XXXX nor XXXX as of XXXX. Funding. XXXX XXXX XXXX formerly of XXXX XXXX XXXX d.b-a XXXX XXXX XXXX and presently with JPMorgan Chase Bank as XXXX XXXX Operations Senior Specialist at  JPMorgan Chase currently employed. XXXX, Louisiana Banking. When we asked if the loan was legitimate via proof of verification your company employees stated that we should do a loan modification rather when we applied they refused stating that the investor was not interested in us saving our home nor interested in doing a true and real modification because we requested verification of a alleged loan. Attempting to force us out of the home knowing we and or I would lose everything with no were to go and nothing to build upon. VI. Caused XXXX VII. Caused distraught relationships between myself my mate friends in laws and family members. VIII. Caused riffs in business relationships with others in XXXX, XXXX and other countries. IX. Forced us into a whole of debt unforeseen X. Caused more pain and suffering than you could imagine XI. Deskoyed my quality of life XlI. Destroyed the opportunities for job creation within the United States OfAmerica. XIII. XXXX XXXX once a friend on XXXX rather she changed her XXXX page information and friendship as well blocked me from friendship on XXXX account for we were once friends. XIV. XXXX XXXX was once my friend on linkedin.com rather she changed her information and blocked me from friendship. XV. Prevented my clothing line opportunities with manufacturers in XXXX and other countries. XVI. Prevented me from becoming a Billionaire through my business negotiation models designs creations music and inventions. XVII. This injuries caused others to take form my ideas in fashion designs lean manufacturing theory ( s ) with multiple designers and manufacturing companies repeating my company model. INJURIES CAUSED ' Theft of CUSP BOND US GOVT $ XXXX ' Copyright Theft TXU 881-f09 ' Theft of DTINS number XXXX Destroyed my company, name reputation within various communities and countries. o ldentify theft of XXXX XXXX XXXX.. . ... . Hindered business opportunities world wide and locally nationally. Destroyed my household, neither of us could obtain gainf, rl employment thereafter the damages the false reporting to our neighbors and family close friends. Sabotaged a faise mortgage destroying our credit with no history of XXXX XXXX ever being reported on either of our credit records as of XXXX to current. Stressed XXXX XXXX  XXXX to the point she had XXXX XXXX Destroyed our relationship and trust Destroyed opportunities of ever obtaining further deals to recover from the XXXX XXXX Debacle. Created a Mortgage of insult ignoring all the evidence presented to your employees whom had to check with higher authority to clear or except the evidence as fact. Never producing an original document or promissory note. Your own employees contradicted this alleged mortgage stating there where no records of this loan mortgage etc, .. via promissory note, microfiche or any other format. XXXX I 've never herd of microfiche until XXXX via XXXX XXXX XXXX XXXX.","date_sent_to_company":"2017-07-26T13:33:41.000Z","issue":"Money was not available when promised","sub_product":"Domestic (US) money transfer","zip_code":"93536","tags":null,"has_narrative":true,"complaint_id":"2584080","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2017-07-24T23:11:53.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Destroyed my household, neither of us could obtain gainf, rl employment thereafter the damages the false reporting to our neighbors and family <em>close</em> friends. Sabotaged a faise <em>mortgage</em> destroying our credit with no history of XXXX XXXX ever being reported on either of our credit records as of XXXX to current. Stressed XXXX XXXX  XXXX to the <em>point</em> she had XXXX XXXX Destroyed our relationship and trust Destroyed opportunities of ever obtaining further deals to recover from the XXXX XXXX Debacle."]},"sort":[7.163887,"2584080"]},{"_index":"complaint-public-v1","_id":"4958833","_score":6.7768006,"_source":{"product":"Mortgage","complaint_what_happened":"I want to bring this complaint against our mortgage loan servicer, The MONEY SOURCE ( will refer to them as TMS in this correspondence ) for deliberately pushing our loan to default following our forbearance period. \n\nI obtained a USDA loan in XX/XX/XXXX for our new home at the time. Due to the XXXX, XXXX pandemic, we applied for and entered into forbearance in XX/XX/XXXX. Before we did that, we asked what options would be available to us at the end of forbearance as we would not be able to afford to make a bulk payment for the total amount of time we would be in forbearance. The TMS associate assured us that we would have different options at the time of repayment and would not have to pay the total amount at once if we couldn't make that payment. After a review of our account, they told us we had options we would qualify for such as Term Extension and Loan Modification. We were approved for an initial 3 months. Getting close to the 3-month period, we called to extend the forbearance. Again, we asked about our options at the end of our forbearance and were again reassured that we would qualify for their programs. Ultimately, we extended our forbearance, with the most recent extension to expire in XX/XX/XXXX. On XX/XX/XXXX, TMS sent a reminder letter alerting us to the end of the forbearance, with instructions on what steps to take such as calling them to discuss what our options ( Attachment XXXX ). As we worked to get our finances together to the point where we were able to resume our regular monthly payment, we called TMS on XX/XX/XXXX to inform them we were ready to resume payments and to give us options available to us in order to smoothly transition to resuming our payments. To buy us more time, I asked for a one month extension of forbearance to give them time to process any paperwork needed for us to get on a payment program since the rep informed me we had up to two months of forbearance left if we needed to use it. Having heard more about the Term Extension, we asked for that option. The TMS representative instead asked me to hold while she reviewed my account. After reviewing my account, she offered us the Loan Modification option stating that was the best option for us and we qualified for that option. After asking about what it entailed, she said we will receive the terms and all we had to do is sign it and return it if we were okay with the terms. She said it would take about two weeks to get the paperwork in the mail, and shortly afterwards it would be finalized. She told me this process would offer the protection, as with the forbearance, from negative credit reporting, defaulting, etc. I insisted on getting that extra month of forbearance just to give us some cushion, but obviously we came to find out that she did not extend our forbearance. On the same day XX/XX/XXXX, after the call, we received an email indicating that a Loss Mitigation Application had been received ( I assumed this is the loan modification as she stated ), and that Within 30 days or less from XX/XX/XXXX, you will be notified in writing of your loss mitigation review and the outcome, the letter stated ( Please see Attachment XXXX ). This letter or notification never came. \n\nAfter waiting for several weeks and not hearing back from TMS, nor receiving any paperwork in the mail, I called TMS in XXXX to inquire about the status of the application. I was told that it was still under review and that I was still protected and should not worry about anything. The representative, a male, indicated that it does take weeks to months to get the process through and to expect it could take till XXXX to finalize things. As we grew weary of waiting, on XX/XX/XXXX, we called TMS again to find out the status of the application. Again, we were reassured that everything was fine, and the application was still under review, and we would be notified. It is worth noting again that contrary to TMS letter dated XX/XX/XXXX ( attachment XXXX ), TMS NEVER sent any written notice regarding this application or anything else. \n\nSometime during the first week in XX/XX/XXXX, we received a letter from TMS stating that we have been reassigned a customer ally, XXXX XXXX, who would serve as a single point of contact for the account ( Attachment XXXX ). On or around XX/XX/XXXX, on a call with XXXX XXXX ( the first since her assignment as customer ally ), XXXX XXXXsked about our account, and I did inform her that we were still waiting to here from them on the progress of the Loan Modification application. On review of the account, XXXX ( XXXX XXXX XXXX noted that she did see that an application had been started, however nothing had been done about it by the representative who put the application together. She then asked about the TMS letter dates XX/XX/XXXX ( in reference to Attachment XXXX ), if we had been requested to send in any documents, and if we had sent it any documents as the letter purports. I stated that we had not received any request for documents and never sent any documents to TMS as nothing had been requested. The Loan Modification application was a no document application they said. She stated she didnt see anything pointing to why that letter was sent. She informed me that she was going to go ahead and submit or escalate the Loan Modification application as nothing had been done past when the application was filled out on XX/XX/XXXX, and she would get back to me once it had gone through. \n\nOn XX/XX/XXXX, I received a credit score alert from XXXX stating that my credit score had decreased. On logging in, to my surprise and pain, I realized that TMS had erroneously reporting me as being 120+ days late on my payments, dropping my credit score by XXXX points instantly ( Note, I had been in forbearance and had called for both a one month extension while they process the loan modification application ). I called TMS to speak with my customer ally and was told she was not available, but someone else could help. I declined as I wanted to keep this issue narrowed down to XXXX person as they had asserted in their customer ally reassignment letter. I got a call back on Monday, XX/XX/XXXX from a TMS representative, XXXX. I informed her about what has been transpiring since XXXX and that we were yet to hear back from them ( TMS ), while being reassured each time we called that the application was still under review, still protected from negative credit reporting, and that we should wait to hear from TMS. I pointed out their error in reporting the incorrect information to the credit bureaus. Also, she was informed of my conversation with XXXX XXXX. XXXX become combative and defensive, claiming that while they may have handled my case poorly, they were not going to remove the negative credit reporting regardless of the damage they had done. She then went on to tell me she was sorry if I was misinformed ( about what? I don't know ) and that the best she can do for 'me ' is to offer coaching to their employees. I was left aghast. Best she could do for me is coach their staff? That didn't make sense. She said the information reported to the credit bureaus would stay on even though she acknowledged that TMS was not offering me information or communicating regarding the application. I asked to speak to XXXX XXXX again and was told by XXXX she was not available, and even if she was, she would stick to the TMS version of events as told by XXXX. When I asked to know exactly what their policies are as they were not reflective of the federal law protective of USDA loans, XXXX said they go by their investors guidelines and what was in their best interest. The call ended with no resolution. \n\nThe following day, Tuesday XX/XX/XXXX, I called TMS again and first spoke to a TMS representative, XXXX. After going through the cycle of events once again, XXXX informed me that after reviewing my account, there is no evidence any documents/package were requested from me or received from me contrary to the letter dated XX/XX/XXXX ( Attachment XXXX ). XXXX ( XXXX ) told me the credit issues will be fixed once the loan modification application had been resolved. While we were talking, the line went off. I called back immediately, and this time was connected to a different representative, XXXX. After another round of back and forth, I asked to know what exactly happened with the purported Loan Modification application and why I wasnt afforded the Term Extension I had requested in the first place ( an option I was told I qualified for as well during our many calls to TMS while in forbearance. XXXX, while not able to answer that question, informed me that the Loan Modification application was denied on XX/XX/XXXX ; [ please note as stated earlier, during our call to TMS on same date/day XX/XX/XXXX, the representative assured us that the application was still under review, and we were protected and would hear from them as soon as it was completed we never heard from TMS. On subsequent calls, we were still being reassured the application was still under review and we were fine. Also, please note as stated earlier, XXXX XXXX on XX/XX/XXXX, also after reviewing this account NEVER said anything about the application being denied. She instead stated that nothing had been done with the application since after it was filed XX/XX/XXXX. ] on asking XXXX what the basis of denial was from, she stated we missed a payment prior to the pandemic in XX/XX/XXXX. I promptly told her that was inaccurate as we have made payments on time each month. After reviewing our account further, she then noted her mistake as she found the payment we made for XX/XX/XXXX. She then said it was the XX/XX/XXXX payment that was late. Again, I refuted that, but she stuck to that, saying their system showed payment was made a day past the deadline which again is inaccurate. TMS for one had always reported our payments as on-time as they were on time. So, this was something they just now propped up. Please note Attachment XXXX TMS page on my XXXX credit bureau showing on-time payment reports for the months prior to starting forbearance. XXXX, after acknowledging they ( TMS ) made mistakes, said she would escalate my Loan Modification application to a Loss Mitigation supervisor, and well just have to wait and see what the outcome would be. I asked to make my monthly payment while they resolve this issue so that they dont find another reason to report falsely on my credit. XXXX then told me that they would not accept partial payments, and I would need to pay {$35000.00} ( XXXX XXXX XXXX, XXXX XXXX Dollars ) of they would keep reporting it as delinquent. This was shocking to me as this was the very same reason federal law protecting USDA loans stipulated that borrower can not be made to pay the entire amount owed during forbearance at once, hence options should be made available such as the Term Extension, Loan Modification, etc. For me, this was TMS plot to cause us to default even though I called to inform them of my intent to resume payment, and they deliberately caused us to lose our forbearance protection ( by their own admittance of mistakes, errors, and/or inactions ). During this call, again the line went off. I called back and this time spoke to XXXX, a TMS representative. Again, I asked to make my monthly payment while they work on resolving this issue and she stated I would have to make a payment of {$35000.00}. This call ended on that note. \n\nOn XX/XX/XXXX, I called to check on the status of the Loan Modification escalation. I asked to speak with my customer ally. Again, I was told she would not be available for me to talk to. I was connected to XXXX with whom I had spoken the day before. She ( XXXX ) informed me that the escalation was still pending. I probed about the criteria for eligibility for Loan Modification. I asked what their guidelines were and if she could share those with me. XXXX informed me that they go by their investors guidelines and government guidelines. I asked to know what government guideline suggests using payment history to determine eligibility for this program and what it states. She or TMS were unable to offer any government guideline to this effect as it really doesnt exist. At the moment, we are awaiting what decision they intend to take on the pending application. \n\nIt is our believe this is a deliberate scheme by TMS to cause people to default/report negatively on credit bureaus to make it impossible for customers to get approved elsewhere and walk away from TMS. Also, per the repeated claims by TMS representatives of working in the best interest of their investors, coupled with their brazen tactics, I believe TMS mission is to ultimately foreclose and obtain our property. This assertion follows research I have undertaken considering what has transpired, in addition to TMS actions following our communication of intent to resume payments, and TMS ' false assurance of our qualification for the Loan Modification program following a thorough review of my account. Please find similar tactics by TMS as reported by other customers, a few we have attached here for your reference ( Attachments XXXX, and XXXX ). Most are posted on the Better Business Bureau site ( which is where our attachments were culled from ). All we asked is for TMS to do the right thing and erase their erroneous report from my credit files, offer the cooperation required by the laws protecting USDA loans, and have us commence making our monthly payments related to whatever program we agree upon vis -- vis Loan Modification or Term Extension. Please help us resolve this as we have worked hard so hard to maintain our property as you can note on Attachment XXXX. \n\nThank you sincerely for your prompt and judicious assistance in resolving this matter. \n\nSincerely,","date_sent_to_company":"2021-11-30T07:18:37.000Z","issue":"Struggling to pay mortgage","sub_product":"Other type of mortgage","zip_code":"75068","tags":null,"has_narrative":true,"complaint_id":"4958833","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MONEY SOURCE, INC., THE","date_received":"2021-11-30T06:54:34.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Getting <em>close</em> to the 3-month period, we called to extend the forbearance. Again, we asked <em>about</em> our options at the end of our forbearance and were again reassured that we would qualify for their programs. Ultimately, we extended our forbearance, with the most recent extension to expire in XX/XX/XXXX. On XX/XX/XXXX, TMS sent a reminder letter alerting us to the end of the forbearance, with instructions on what steps to take such as calling them to discuss what our options ( Attachment XXXX )."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Other type of <em>mortgage</em>"]},"sort":[6.7768006,"4958833"]},{"_index":"complaint-public-v1","_id":"3152635","_score":6.661666,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX. \nXXXX XXXX XXXX XXXX Condo XXXX XXXX, GA XXXX XXXX Opening statement : On XXXX I received a call around XXXX ( estimate time ) from Navy Federal Fraud Department XXXX XXXX XXXX my cell phone # XXXX ( see attachment ) about a charge on my debt card and if I authorized it. I said NO PERIOD. \n\nThe NFCU Fraud Representative asked me if I made a charge on my card at XXXX in XXXX, GA and I told her NO. This is before she verified that I was XXXX XXXX XXXX. I told her to stop payment on any transaction and she told me to destroy my card and I will get another in the mailed to my address on Friday and she verified my address without asking me. \n\nI told her that I am looking at my account and I dont see any unauthorized transaction but I will be going into the NFCU Bank in the morning. The Fraud Representative so Ok, and thank you for your Service and I hang-up. I call my Daughter- XXXX XXXX XXXX and told her what was happening because she use to work for NFCU Headquarters in VA and that when she told me that the NFCU Fraud had sent her a text to her phone on XX/XX/XXXX the same day regarding a fraudulent payment of {$400.00}. My daughter indicated to me that she didnt put all together until we spoke just minutes after I hang the phone up with NFCU Fraud Representative. \n\nI went into NFCU at XXXX XXXX XXXX XXXX location on XX/XX/XXXX about estimate time XXXX : XXXX to discuss these issues with them. At first a NFCU Representative sit me down and I told her what happen yesterday and she pull up my account that showed ( 15 ) pending Fraudulent transaction on my account totaling {$7400.00} and I ask her to shut the account down and she told me she couldnt because the transactions was pending. \n\nRight now, I am about to BLOW my top despite having a XXXX XXXX XXXX and medical issues that could kill me RIGHT THEN. I ask for a Supervisor and Ms. XXXX XXXX came over to access the problem. She saw the same fraudulent items on my account and I asked Ms XXXX to shut the account down, and she told me that the ( my reference ) fraudulent debits were in pending status and she couldnt do it. I was extremely argue at this point short of taken my rage out on them because they sit their and allowed my money to be taken by these criminals and did nothing to stop this from happening before my eyes. I was short of TAKEN MATTER IN MY OWN HANDS ( dangerous ), but I had too cool down or have another XXXX of XXXX \n\nI ask Ms. XXXX again why not shut the account down or freeze all assets until and the criminal elements ( activity has passed ) or walk away with nothing or the theft locations ( see attachment ) where they were doing this fraud wouldnt continue. They still refused to shut the account down, I was and still outage that they didnt do more on that day XX/XX/XXXX to avoid this pain for me regarding my money as it interferers with my health. Ms. XXXX told me that transactions had to get out of pending status and them they would get to the bottom of it and assured me my money would be refunded. \n\nBy now my XXXX XXXX is boiling hot and I have to make my way to the VA XXXX XXXX XXXX that was schedule XX/XX/XXXX at the VA XXXX XXXX which is at XXXX VA XXXX. I went to my appointment with an unhealthy feeling. I would be taken directly to Emergency room if I didnt use the Doctors techniques and Gods blessing to get me to my appointment and home, despite later that day going to the emergency room at the VA XXXX XXXX and leaving they at XXXX XXXX XXXX XXXX the next morning. \n\nI went back to NFCU on XX/XX/XXXX and talk with Ms. XXXX again to get an update and she assure me that these issues would get resolved and she would aleast return the {$2800.00} to my saving account. That never happen instead they return {$1100.00} of the {$2800.00} out of {$7400.00}. This made me fairness and smoking mad. They made me feel like I was the criminal and this made me even angered me even more. THEY ALSO WENT INTO MY SAVING ACCOUNT AND TRANSFERRED {$2800.00} AND TOOK THAT TOO. \n\nThis is unacceptable when NFCU policy regarding Credit and Debt Card Fraud says the following under the XXXX XXXXNavy Federal XXXX in Security on there website the following : What We're Doing for You Using state-of-the-art fraud prevention systems, our dedicated staff monitors your accounts for fraud and unusual activity and will notify you of any suspicious activity we identify. We follow strict safeguards when mailing out cards and statements, and verify your identity whenever calling in. To be certain that we reach you quickly, please make sure we have your updated contact information. In addition, our Zero Liability policy ensures that you won't be responsible for false charges to your Navy Federal Debit or Credit Card. \n\nIf you plan to travel internationally or domestically, you can add travel notifications as an added safeguard. This allows you to use your Navy Federal Debit and Credit Cards when our fraud monitoring would normally question any purchases you make. \nThere are three ways to place a travel notification on your account : Log on to Account Access and add a travel notification to your debit or credit card Choose the travel notification option on the Navy Federal mobile app* Call XXXX for 24/7 live phone support Please be sure to provide the location and dates of your travel, including stopovers if you'll have connecting flights. \nEtc.. \n\n\n\nNote : If the NFCU investigators look at my pass deposit or withdrawal they would see that this is not my pattern of withdrawals, period plus. This should have given NFCU Fraud Department an easy way to review this. I dont make these types of withdrawals period, furthermore I only been to XXXX, GA once in XXXX and I didnt have this NFCU account. Also I have never heard of XXXX, GA ever. \n\nI contacted the FBI and file a compliant with the FBI Field Office XXXX XXXX XXXX, XXXX, GA XXXX at XXXX XXXX ( Identity Theft ) to get them to investigate this case and NFCU to get my money back because NFCU seem to take this lightly. I also contacted and file a complaint with National Credit Union Association ( NCUA ), my congressman, and more. \n\n\nReferred back to : I ask NFCU Representative ( XXXX XXXX ) why they couldn't freeze the account when the fraud was still in the pending status on XX/XX/XXXX. I was in the NFCU office and Ms. XXXX told me that they couldn't freeze or stop the fraud actions. I told Ms. XXXX at the NFCU office that this sound crazy, because I am here telling you that this is fraud. NFCU let it  happen and they want to shove this under the rough. \n\nSome investigation of my own : On XX/XX/XXXX I contacted my nephew which is police officer supervisor in XXXX XXXX and he told me to go to the Police station near me and put in a ( Fraud Investigation ) and I did just that or aleast I tried. I went to XXXX XXXX XXXX, XXXX, GA ( XXXX Police Officer XXXX ) told me that I had to file a report where the fraud happen in XXXX and XXXX, GA. \n\nI called several police stations numbers in XXXX and finally got a hold of a XXXX XXXX at the XXXX, GA police department and he told me that I have to go to the XXXX police station where I live i.e. back again calling the XXXX Police department location above. I also called XXXX Police Department and ask them the same thing, they told me there were close to XXXX, GA and that they are a small police force with know internet and know way to help me and that XXXX Police station should open the fraud case and they will look into it in XXXX, GA from the XXXX Investigation. \n\nI also called the XXXX in XXXX where several the fraudulent transactions took place and talk to a Manager at the XXXX # XXXX at XXXX XXXX XXXX, XXXX, GA XXXX and I asked him if anyone from the Fraud Department of NFCU contacted them regarding this issues and he told me know and he also informed me that he there Monday thru Friday and know one came in to review their cameras either i.e. because they have them to review when the investigators would come.\n\nPersonal notes : NFCU is supposed to look out for us Veteran 's and they just throw me under the bus regarding handling this actions of Fraud, therefore sense the LAW in XXXX, GA won't deal with this I have asked the ( FBI ) TO GET THESE CRIMINALS AND MAKE NFCU RETURN MY MONEY despite the policy above that hold me ZERO LIABILTY. I hope my color as a Black man is not the reason NFCU is not acting accordingly to the policy above on their website. \n\nFinal note : I am a XXXX Veteran ( XXXX XXXX XXXX  XXXX ) with a variety of illnesses and I can't afford to let this kill me or lose this money because NFCU and the criminal are dishonest. When you catch the criminals I want them lock under the jail. I also contacted XXXX XXXX in XXXX XXXX, XXXX XXXX, and criminal fraud attorney to make this a news story and to resolve this Its a shame that I had to contact the FBI to get these criminals or anyone else to get me my money back. As far as I am concern NFCU is also the criminal and they have not handled this situation and assured me at any point the they are refunding my money back to me.\n\nI was also in the process of purchasing a home through NFCU Mortgage Department and my contract expired XX/XX/XXXX and I had to call my Loan Officer XXXX XXXX and my Realtor Agent XXXX XXXX of XXXX XXXX XXXX and postpone any further action with my mortgage lender. \n\nI am currently looking to get a Law Firm to address these issues and file a formal lawsuit against NFCU. They have put my life on hold and I am fade-up. \n\nI am Victim not the Criminal Review attachments","date_sent_to_company":"2019-02-14T16:20:35.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30315","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3152635","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2019-02-14T15:13:13.000Z","state":"GA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["As far as I am concern NFCU is also the criminal and they have not handled this situation and assured me at any <em>point</em> the they are refunding my money back to me.\n\nI was also in the process of purchasing a home through NFCU <em>Mortgage</em> Department and my contract expired XX/XX/XXXX and I had to call my Loan Officer XXXX XXXX and my Realtor Agent XXXX XXXX of XXXX XXXX XXXX and postpone any further action with my <em>mortgage</em> lender."]},"sort":[6.661666,"3152635"]},{"_index":"complaint-public-v1","_id":"2758925","_score":6.47966,"_source":{"product":"Mortgage","complaint_what_happened":"TO : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n\nXXXX, NC XXXX Who 's at fault? \n\n\n\n\n\nAND ... ..who 'll take the punitive damages liability, the penalty and criminal code punishment if my efforts to extend an Olive Branch to Bank of America falls through? \n\n\n\n\n\nThe Bank of America Board Chair and CEO, that 's whom. \n\n\n\n\n\n\n\nI 've requested the keys to XXXX XXXX XXXX XXXX XXXX , CA , but no more. \n\n\n\n\n\n\n\nNow, I 'm demanding them AND QUICK! \n\n\n\n\n\n\n\nEspecially since learning that the CEO has the ability to hand over those keys because he has first hand access to the property. \n\n\n\n\n\nThe way it looks to me, XXXX XXXX XXXX, has assumed possession of the house XXXX XXXX XXXX Stole from XXXX XXXX XXXX XXXX XXXX on XXXX XXXX, XXXX. \n\n\n\n\n\n\n\n\n\n\" XXXX XXXX XXXX Announces Upsize and Pricing of Public Offering of Common Shares '' XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX A story in XXXX, says that several Bank and Mortgage Company CEO 's have \" bought out '' XXXX XXXX, the thief who stole XXXX. \n\n\nOr, put another way ; received Stolen Goods \" Receiving Stolen Property What Does It Mean to \" Receive Stolen Property ''? \n\nReceiving stolen property is acrime to purchase or accept property that you know or believe was obtained through theft.The crime is separate from robbery, extortion, or theft.Receiving stolen property is a crime in order to deter people from aiding or rewarding thieves by buying stolen property, concealing stolen property, and to deter theft in general.Receiving stolen propertymay be a misdemeanor or felony. '' Our home, our assetsin particular, and a plantation of homes in general. \n\n\n\" In order to be convicted of receiving stolen property, the prosecution must show Property Was In Fact Stolen : In order to be convicted of a receipt of stolen property, the property must actually be in a stolen status. This means that the police can not set up the defendant to receive the stolen property just to bust him or her. \nKnowledge : The defendant must have knowledge that the property was stolen, or should have known, that the property was stolen Intent to Defraud Owner : The defendant had intent to deprive the owner of his or her property, such as by keeping it, selling it, or giving it away to another party. '' XXXX \" owned '' XXXX XXXX, which now is in the hands of several racketeers. \n\n\nAs in the house he stole from us, we have Proof Of Reconveyance, from a Court Ordered Discharge and several CEO 's. \n\n\nAmong them, XXXX XXXX XXXX, Bank ofAmerica. \n\n\n\nHard to extend an Olive Branch to a CEO whose Vice Presidents record a Deed on behalf of my spouse and yours truly, and then assumes Trusteeship of the house ( s ) XXXX swiped. \n\n\n\" XXXX XXXX, BofA XXXX XXXX, XXXX XXXX  XXXX, XXXX XXXX, XXXX and XXXX XXXX XXXX XXXX XXXX are joint book-running managers for the offering, and XXXX XXXX XXXX is a co-manager for the offering. '' In some states, according to \" XXXX XXXX. XXXX, '' the prosecution must show that you intended to aid the thief by purchasing or accepting the stolen property. \n\n\n\n\" Some states also differentiate between receiving and possessing stolen property. '' Well, if we do n't get the keys to the house, resistance when we move in, or written and literal assistance to repossess the premises, that 's the direct link to the receiving of stolen property. \n\n\n\" XXXX, Ariz. -- ( XXXX XXXX ) -- XXXX  XXXX XXXX ( XXXX : XXXX ) ( the Company ) announced today that it priced its underwritten public offering of XXXX of its common shares at a public offering price of {$32.00} per share. \n\n\n\nThe Company is offering 9,600,000 of its common shares, according toBusinesswire, which it says was up-sized from the previously announced 8,000,000 common shares, and the selling shareholders are offering 10,476,891 common shares. \n\n\n\nThe gross proceeds to the Company, says the article, will be {$310.00} million. \n\n\n\nThe Company, it says, will not receive any proceeds from the offering of common shares by the selling shareholders. \n\n\n\" The Company and certain of the selling shareholders have granted the underwriters a 30-day option to purchase up to an additional 1,505,465 common shares and 1,506,068 common shares from the Company and such selling shareholders, respectively, at the public offering price. \n\nThe offering is expected to close on XXXX XXXX, XXXX, subject to customary closing conditions. '' By proxy of their lingering partnership in Criminal Foreclosures and other Illegal rackets, Bank of America is joined at the hip with all the operatives named in the purchase and sale by XXXX XXXX. \n\n\nWhat If I Did Not Know That the Property Was Stolen? \n\n\n\n\n\n\nThe answer : Bank of America is the Trustee So if they do n't have possession of the property, then it 's stolen. \n\n\n\n\n\n\" The key factor between receiving and possessing stolen property is the timing of the knowledge that it was stolen. If the person receiving the property knew it was stolen at the time of acquisition, then the person is guilty. \n\n\n\nIf the person discovered the property was stolen after accepting it, but still intends to keep it or use it for a dishonest purpose ( such as selling it to someone else ), then the person is guilty of possessing stolen property. '' Because XXXX knows his act of forgery, fraud and embezzlement have caught up to him. \n\n\n\n\nXXXX has said he wanted out, and now, out he goes. \n\n\n\" Trump friend XXXX XXXX cashes out of XXXX XXXX XXXX '' So now, Bank of America, as Trustee, has no defense for not coming up with those keys. Essentially, the Bank CEO has been left holding the Bag by XXXX, as he knows that his Trustee Deed ( s ) Upon Sale, used to steal these homes, are all fraudulent. \n\n\n\n\n\" What are the Possible Consequences of Receiving Stolen Property? \n\n\n\n\nReceipt of stolen property is categorized as a \" wobbler '' meaning that the charge can be a felony or misdemeanor. A charge for a receipt of stolen property charge depends on the value of the property at issue. If the property has a high value, the defendant would be charged a felony. If the property value is low, the defendant would be charged as a misdemeanor. If you are found guilty, the court may do any or all of the following : Imprisonment Restitution Fines ( depending on the value of the property ) Probation '' The following article connected to the above headline is writtenByXXXX XXXX XXXX, XXXX, a colleague of mine at XXXX XXXX XXXX, \" XXXX XXXX, a close confidant of President Donald Trumps, haswalked away from the rental housing empire he built following the housing bust, cashing out his ownership stake in a move likely to make him hundreds of millions of dollars. '' The move came late Friday, according to XXXX XXXX, one day afterReveal published an exposon the company he founded. \n\n\n\n\n\nAccording to afilingwith the Securities and Exchange Commission, Says the article 's author, XXXX sold all his stock in XXXX XXXX XXXX and resigned his position as co-chairman of its Board of Trustees. '' About the time XXXX XXXX sold his holdings, my spouse and me had filed a written complaint against him with the Consumer Financial ProtectionBureau. \n\n\n\n\n\n\n\nWe sent him a Certified package, wherein he found a copy of Deed ( s ) of Reconveyance from Bank of America ( XXXX XXXX, XXXX ), and a \" Release of Lien \" Letter ( XXXX XXXX, XXXX ) from XXXX XXXX, XXXX, a \" Wholly-Owned '' subsidiary of Bank of Anerica. \n\n\n\n\n\n\n\nIn addition, we mailed within the packet, copies of Reconveyances from : b ) XXXX XXXX XXXX XXXX. \n\n\n\nXXXX ) XXXX XXXX XXXX ( both now owned by XXXX XXXX XXXX ) d ) XXXX XXXX, XXXX. ( XXXX XXXX, XXXX ) e ) XXXX XXXX XXXX XXXX XXXX and the Chapter XXXX Banrutcy Case XXXX, via a Purchase and Sale Agreement ( XXXX XXXX, XXXX ) Contracted using the signatures of XXXX XXXX and XXXX XXXX, without our knowledge or permission. \n\n\n\n\n\n\n\nThrough the relay racket, possession of our home was left to the clutches of XXXX XXXX XXXX XXXX, which then colluded with XXXX XXXX XXXX whose Company then was called \" XXXX XXXX XXXX XXXX ), to steal our home with a forged Trustee Deed. \n\n\n\n\n\n\n\nAccording to XXXX the phenomenon XXXX started where tens of thousands of single-family homes are bundled into giant mortgage-backed securities, creating new incentives designed, to skimp on maintenance and maximize rents, says the author, But the phenomenon XXXX started will outlive his ownership. \n\n\n\n\n\n\" XXXX, who often says he likes to befriend the bewildered, has made a career out of profiting off other peoples pain. He began buying houses in XXXX, telling an audience in XXXX that the mass purchases of homes previously foreclosed on was the greatest thing Ive ever done. \n\n\n\n\" Current tenants, however, say the company piles on onerous fees and forces them to live with chronic leaks, mold, mites and even snake infestations. '' While in action with his stolen goods, XXXX XXXX XXXX was making deals with the devil, so to speak, and committing acts of treachery against \" tenants '', who probably were the same homeowners from whom the properties were stolen, and converted to Rentals. \n\n\n\n\n\nIn one county in the XXXX area, says XXXX, the company filed eviction notices against one-third of its tenants, according to a report by the XXXX XXXX XXXX XXXX XXXX. \n\n\n\n\n\n\n\nWere just little people in his world, XXXX XXXX, XXXX, said of XXXX. \n\n\n\n\n\nTwo weeks after her family moved into a XXXX XXXX home in suburban XXXX, she said a ceiling fan fell on her bed. \n\n\n\nXXXX first signaled his intention to sell in afilingwith the SECon Wednesday, says the article, a week after XXXX contacted the company for comment andfive days after XXXX talked to XXXX by phone, telling him directly that we planned to publish an investigation into poor conditions and mass evictions by XXXX. '' And I and others like me will continue pressing for that investigation, among others, as well as writing to the courts that have Bank of America and the others under foot. \n\n\n\n\n\n\n\nNot only will we pressure them into turning on their heretofore partners, but throwing them under the bus to save their own skins. \n\n\n\n\n\n\n\n\n\nIn this upcoming example, an appeals court made a clear distinction between two separate versions of purchase and sale. \n\n\n\" XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, California. \nXXXX XXXX, Plaintiff and Appellant, v. XXXX XXXX XXXX XXXX, XXXX. et al., Defendants and Responde XXXX Decided : XXXX XXXX, XXXX ORDER MODIFYING OPINION ; NO CHANGE IN JUDGMENT. \n\nOn the court 's own motion, we modify the opinion by deleting the sentence on page 10, stating, Additionally, the debtor has the right to postpone the foreclosure sale for one day to pay off the outstanding debt. ( XXXX v. XXXX XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX, XXXX. ) Whatever the Court 's opinion, the distinction they make is clear and decisive, related to mortgages and transfer of title for a sale. \n\n\n\n\n\n' '' As we noted at the outset of this opinion, the Legislature has eliminated most of the legal and economic distinctions between a mortgage containing a power of sale and a deed of trust. \n\n\n\n( XXXX, XXXX, XXXX XXXX at p. 553 [ holding same rules are generally applied to mortgages and deeds of trust because there is little practical difference between the two instruments ]. ) However, some distinctions between the two security devices endure. \n\n\n\n\n\n\n\nProbably the most significant distinction is the execution of a mortgage involves only two parties ( i.e., he mortgagor and mortgagee ) ; whereas the execution of a deed of trust necessarily involves three parties ( i.e., the trustor-debtor, beneficiary-creditor, and trustee ) because title to the real property and the power of sale are conveyed to the third party trustee, who holds the interest for the benefit of the beneficiary-creditor. \n\n\n\n( See XXXX, XXXX, XXXX XXXX at p. 1510. ) '' In the case of a Title already transferred, the matter of a Deed of Trust is moot, and any purchase and sale agreement therefore is illegal. \n\n\n\n\n\n\n\nAnd if I am pushed to it, or someone challenges my demand for the keys, I will prove to them that the law ( s ) regarding refinancing, Purchase and Sale Contracts have been abused, butchered, broken. \n\n\n\n\n\nMy spouse and I have obtained transfer of the Deed of Trust to a Title all the way back to XXXX XXXX, XXXX, in the U.S. Chapter XXXXBankruptcy court ( XXXX ). \n\n\n\n\n\n\n\nThe court Discharged, our Debt and issued an order the Title be transferred to my spouse and me, based on the \" Final Decree '' submitted byXXXX XXXX as U.S. Chapter XXXX Trustee in the above-referenced case. \n\n\n\n\n\" XXXX XXXX, Chapter XXXX Trustee '' \" The Final Decree After the submission of a reorganization plan, the bankruptcy court conducts a hearing for confirmation. In certain cases, there may be some alteration or modification due to the interference of the interested parties. If there is no alteration or modification in the reorganization plan, the bankruptcy court initiates steps for the affirmation of the plan. \n\n\n\nAfter completion of all post-confirmation proceedings of the plan, the bankruptcy court sets time limits for filing a final report and motion for a final decree. The Bankruptcy Code requires the court to close a bankruptcy case immediately after full administration of the real property and the discharge of the US Trustee. In short, the entry of a final decree is meant to close a bankruptcy case. '' An Order for a Deed of Reconveyance came with the Discharge. \n\n\n\n\n\n\n\nThe Order was fulfilled by XXXX XXXX XXXX XXXX, which recorded a Deed of Recoveyance on that same date : XXXX XXXX, XXXX. \n\n\n\n\n\n\n\nIn this upcoming example, again, the appeals court made a clear distinction between two separate versions of purchase and sale. \n\n\n\n\n\n\n\n\" As the XXXX court explained, section 2932.5 's purpose is not to ensure that borrowers can identify who is holding their loans. Section 2932.5 requires the recorded assignment of a mortgage so that a prospective purchaser knows that the mortgagee has the authority to exercise the power of sale. \n\n\n\nThis is not necessary when a deed of trust is involved, as the trustee conducts the sale and transfers title. [ Citation. ] It is the trustee 's holding and transferring of title that underlies the application of different recording requirements than those required of mortgagees under section 2932.5 [ T ] he literal application of section 2932.5 to deeds of trust would effectively require the power of sale to be transferred to the lender, contrary to the terms of the trust deed and of section 2934a which provides detailed requirements for the transfer of the power of sale to another trustee. ( XXXX, XXXX, XXXX XXXX at p. 336, fn. omitted. ) We agree with the XXXX court that the transferee of a promissory note secured by a deed of trust is not a mortgagee, or other encumbrancer to whom a power of sale is given within the meaning of section 2932.5, and such a transferee need not have a duly acknowledged and recorded interest in the promissory note before exercising the power of sale. \n\n\n\nXXXX XXXX, XXXX, XXXX XXXX at p. 333. ) '' And if pressed to do so, I gladly will embarrass these detractors by proving their treachery, Evasion of Taxes, Embezzlement and Seizure of Assets and of Property without authority or legal standing. \n\n\n\n\n\" U.S. CodeTitle 12Chapter 38A 3763 12 U.S. Code 3763 - Transfer of title and possession US Code Notes Authorities ( CFR ) prev|next ( a ) Delivery of deeds The foreclosure commissioner shall, upon delivery of a deed or deeds to the purchaser or purchasers ( which shall be without warranty or covenants to the purchaser or purchasers ) obtain the balance of the purchase price in accordance with the terms of sale provided in the notice ofdefaultand foreclosure sale. \n\n\n\nNotwithstanding anyStatelaw to the contrary, delivery of a deed by the foreclosure commissioner shall be a conveyance of the property, and constitute passage of title to the mortgaged property, and no judicial proceedings shall be required ancillary or supplementary to the procedures provided in this chapter to assure the validity of the conveyance or confirmation of such conveyance. \n\n\n( b ) Right of possession A purchaser at a foreclosure sale held pursuant to this chapter shall be entitled to possession upon passage of title under subsection ( a ) to the mortgagedproperty, subject to any interest or interests not barred undersection 3765 of this title. \n\n\n\nAny person remaining in possession of the mortgaged property after thepassageof title shall be deemed a tenant at sufferance subject to eviction under local law. '' Our property never was legally mortgaged, and the \" loan ( s ) '' never were true transactions of a debt. \n\n\n\n\n\nThat 's because all of this was done under the false pretense of ownership, when in fact, we had and still have the requisite document ( s ) to show Clear Title. \n\n\n\n\n\nWe had and still have in our possession, at least five recorded versions of our Title Transfer by several Mortgagees, among them Bank of America. \n\n\n\n\n\nHaving recorded a Deed through XXXX XXXX, XXXX, a wholly owned Subsidiary of Bank of america, on XXXX XXXX, XXXX, and again ion XXXX XXXX, XXXX, Bank of America reaffirmed their version of our ownership witnessing, and now is the binding Trustee. \n\n\n\n\n\n\n\nIt is solely responsible for the fact that we do not have possession of our home, one they admit we own. \n\n\n\n\" XXXX XXXX XXXX XXXX, XXXX. \n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX. \nXXXX : XXXX XXXX, AZ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, CA XXXX XXXX : Substitution of Trustee and Full Reconveyance Property Address XXXX XXXX XXXX XXXX XXXX, CA XXXX Dear Homeowner, Please be informed that when a mortgage or deed of trust is paid in full, the public records must be cleared using a legal document called a lien release or reconveyance. A lien release is a document which \" releases '' a lien on property included in public records. The lien release serves as notification that the borrower no longer owes that specific debt secured by an interest in the property. \n\nIn the states of California, Idaho, Montana, Nebraska, Nevada, Oregon, Utah, and Washington, the Reconveyance is combined or accompanied by a Substitution of Trustee wherein the lender or current holder/beneficiary substitutes the original Trustee with a new trustee. \n\nXXXX XXXX, XXXX, is substituted in the above referenced states to replace the original trustee for the very purpose of releasing a lien on the property. The document is accurate and properly recorded based on the state statutory guidelines and it removes th encumbrance from your property. \n\nXXXX XXXX XXXX, is a wholly-owned subsidiary of Bank of America, N.AXXXX, and is responsible for preparing, executing, notarizing and sending real property lien releases on behalf of Bank of America. \n\nPaid-in-full loans are referred to XXXX XXXX, XXXX, for lien release processing, All lien releases or reconveyances are recorded with the Country Recorder 's office where the original Deed of Trust or Mortgage was recorded. Please retain for your records the lien release or reconveyance you received as that is proof that your loan is paid in full and released from public records. '' Thank you for your business XXXX XXXX, XXXX. \nLien Release Department '' By holding my property hostage through outright theft, you are in direct violation of18 U.S. Code Section 641 : \" Whoever embezzles, steals, purloins, or knowingly converts to his use or the use of another, or without authority, sells, conveys or disposes of any record, voucher, money, or thing of value of the United States or of any department or agency thereof, or any property made or being made under contract for the United States or any department or agency thereof ; or Whoever receives, conceals, or retains the same with intent to convert it to his use or gain, knowing it to have been embezzled, stolen, purloined or converted Shall be fined under this title or imprisoned not more than ten years, or both ; but if the value of such property in the aggregate, combining amounts from all the counts for which the defendant is convicted in a single case, does not exceed the sum of {$1000.00}, he shall be fined under this title or imprisoned not more than one year, or both. '' To this point, they themselves would be guilty of stealing our home and assets. \n\n\n\n\n\n\nIn this article entitled, '' Failure to Reconvey : Quiet Title Without a Quiet Title ActionbyXXXX XXXX XXXX XXXX, XXXX |Attorneys, Blog, Civil Litigation, Real Estate WA XXXX Trusts and Estates WA, Washingon State '', the author illustrates what happens when the Trustee tries to weasel out and does not reconvey. \n\n\n\n\n\nThe author answers the question as to : \" What do you do when a seller fails to reconvey the title to property following payment of the loan, then dies? '' Failure to reconvey, says XXXX XXXX, puts a cloud on the title that must be quieted. However, warns the author, a quiet title action can be a drawn out and expensive matter. \n\n\n\n\n\n\n\n\" Is there a way to obtain a quiet title without a quiet title action? '' In this case, that 's exactly what the attorney accomplished for this client. \n\n\n\n\n\n\n\nAfter having agreed to take on the cumbersome title of Mortgage Trustee, the author notes the legal obligation one faces. \n\n\n\n\n\n\n\n\" As the proposed Trustee, I was less excited. I had two main concerns. \n\n\n\nFirst, the Trustee must act in good faith toward both the grantor and the beneficiary. \n\n\n\nThis would require a careful conflicts letter and explanation to both my client and the former owners daughter. \n\n\n\nBecause the daughters concerns had been, all along, the wording of the reconveyance request and the indemnification, not actual opposition to reconveying the property, her interest was not adverse to my client, and a carefully drawn conflicts letter was possible. '' Second, I was not wildly enthusiastic about taking on the liability of a Trustee. \n\n\n\nHowever, in this case, I did feel the risk was minimal. I had a long history with the client and remembered when she had paid off the Note. \n\n\n\nThe loan servicing company had a record of the payments showing the payoff by cashiers check as well as a notation that the documents had been returned for reconveyance. '' The loan servicing company had held the original Note and Deed of Trust until the loan was paid, saysXXXX XXXX, meaning that the Seller could not have assigned or sold it during that time. \n\n\n\n\n\n\n\n\" Further, this particular seller represented almost no risk of having fraudulently assigned the Note or Deed between the time they were returned to her and her death a few months later. \n\n\n\n\" Further, if either had been assigned, my client would, no doubt, have heard something from the new holder in the fourteen years that hadpassed since the documents had been returned. '' After explaining these concerns to my client and the daughter, both were willing to sign a conflict letter and my client was willing to indemnify me for taking on the role of Trustee. \n\n\n\nUpon this, the new title company was willing to issue a policy without holding back any proceeds. The title was cleared with no quiet title action and the sale closed within the extension period. '' What is the Olive Branch I sought to send Bank of America XXXX XXXX XXXX XXXX? \n\n\n\n\n\nInstead of being liable for the entire length of the criminal acts in our home ownership dispute Bank of America would assume liability for the the years between XXXX XXXX, XXXX, to XXXX XXXX, XXXX, plus penalty and interest for all payments, fees and charges. \n\n\n\n\n\nBut if they fail to resolve this issue of our home being held hostage, that in effect would render them sole Obligor. \n\n\n\n\" XXXX XXXX XXXX XXXX Obligor Definition : A person who is contractually or legally, committed or obliged, to providing something to another person ( the obligee ). \n\nRelated Terms : Promisor, Obligee, Debtor The recipient of the obligor 's benefit is theobligee. \n\n\n\nThe person to whom the benefit of an obligation flows. \n\nAlso referred to as thepromissorwith the recipient, thepromisee. \n\n\n\nThe person who binds himself, acting as a surety or giving security, for another 's contractual obligation, by a bond, is referred to as an obligor. \n\n\n\nThe LouisianaCivil Codeprefers thecivil lawword \" obligation '' to thecommon lawtermcontract. In many ways, the terms are interchangeable. \n\n\n\nIn the LouisianaCode, obligationis defined as follows : \" An obligation is a legal relationship whereby a person, called theobligor, is bound to render a performance in favor of another, called theobligee. Performance may consist of giving, doing, or not doing something. '' Who 's at fault, and who 'll take the bulk of the expense, penalty and punishment if my efforts to extend an Olive Branch to Bank of America XXXX XXXX XXXX XXXX falls through? \n\n\n\n\n\nThe Bank of America Board Chair and CEO, that 's whom. \n\n\n\n\n\nI 've requested the keys to XXXX XXXX XXXX XXXX XXXX , CA , but no more. \n\n\n\n\n\nNow, I 'm demanding them AND QUICK! \n\n\n\n\n\nEspecially since learning that the CEO has the ability to hand over those keys because he has first hand access to the property.","date_sent_to_company":"2017-12-19T08:08:38.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"94538","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2758925","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2017-12-19T03:02:01.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["According to XXXX the phenomenon XXXX started where tens of thousands of single-family homes are bundled into giant <em>mortgage</em>-backed securities, creating new incentives designed, to skimp on maintenance and maximize rents, says the author, But the phenomenon XXXX started will outlive his ownership. \n\n\n\n\n\n\" XXXX, who often says he likes to befriend the bewildered, has made a career out of profiting off other peoples <em>pain</em>."],"product":["<em>Mortgage</em>"],"issue":["<em>Closing</em> on a <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[6.47966,"2758925"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":30,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":30}]}},"product":{"doc_count":30,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":28,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":14},{"key":"FHA mortgage","doc_count":5},{"key":"VA mortgage","doc_count":4},{"key":"Other type of mortgage","doc_count":2},{"key":"Home equity loan or line of credit (HELOC)","doc_count":1},{"key":"Reverse mortgage","doc_count":1},{"key":"USDA mortgage","doc_count":1}]}},{"key":"Checking or savings account","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":1}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":1}]}}]}},"issue":{"doc_count":30,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closing on a mortgage","doc_count":10,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Struggling to pay mortgage","doc_count":9,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"An existing modification, forbearance plan, short sale, or other loss mitigation relief","doc_count":1}]}},{"key":"Trouble during payment process","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 while managing or servicing your loan","doc_count":2},{"key":"Payment process","doc_count":1}]}},{"key":"Applying for a mortgage or refinancing an existing mortgage","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Managing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem using a debit or ATM card","doc_count":1}]}},{"key":"Money was not available when promised","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}]}},"timely":{"doc_count":30,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":30}]}},"company_response":{"doc_count":30,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":26},{"key":"Closed with monetary relief","doc_count":3},{"key":"Closed with non-monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":30,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":30}]}},"company":{"doc_count":30,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"WELLS FARGO & COMPANY","doc_count":6},{"key":"Shellpoint Partners, LLC","doc_count":3},{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":2},{"key":"CARRINGTON MORTGAGE SERVICES, LLC","doc_count":2},{"key":"Mr. Cooper Group Inc.","doc_count":2},{"key":"Rocket Mortgage, LLC","doc_count":2},{"key":"ALLY FINANCIAL INC.","doc_count":1},{"key":"Dovenmuehle Mortgage, Inc.","doc_count":1},{"key":"EVERBANK, NATIONAL ASSOCIATION","doc_count":1},{"key":"JPMORGAN CHASE & CO.","doc_count":1},{"key":"LAND HOME FINANCIAL SERVICES","doc_count":1},{"key":"LD Holdings Group, LLC","doc_count":1},{"key":"MONEY SOURCE, INC., THE","doc_count":1},{"key":"NAVY FEDERAL CREDIT UNION","doc_count":1},{"key":"Ocwen Financial Corporation","doc_count":1},{"key":"REGIONS FINANCIAL CORPORATION","doc_count":1},{"key":"Richard A. Weidel Corporation","doc_count":1},{"key":"Specialized Loan Servicing Holdings LLC","doc_count":1},{"key":"TRUIST FINANCIAL CORPORATION","doc_count":1}]}},"state":{"doc_count":30,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CA","doc_count":5},{"key":"FL","doc_count":4},{"key":"TX","doc_count":3},{"key":"GA","doc_count":2},{"key":"MN","doc_count":2},{"key":"NY","doc_count":2},{"key":"TN","doc_count":2},{"key":"VA","doc_count":2},{"key":"AR","doc_count":1},{"key":"MA","doc_count":1},{"key":"ME","doc_count":1},{"key":"MO","doc_count":1},{"key":"NC","doc_count":1},{"key":"NJ","doc_count":1},{"key":"SC","doc_count":1},{"key":"UT","doc_count":1}]}},"company_public_response":{"doc_count":30,"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":12},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":2},{"key":"Company believes complaint represents an opportunity for improvement to better serve consumers","doc_count":1}]}},"tags":{"doc_count":30,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Servicemember","doc_count":6},{"key":"Older American","doc_count":4},{"key":"Older American, Servicemember","doc_count":3}]}}},"_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":{"2":[6.47966,"2758925"]}}}